Scottish Inpatient Experience Survey 2016 Volume 1: National Results

Results - Overall Experience of Hospital Stay and Providing Feedback

Summary

Overall people rated their full inpatient experience fairly positively with most patients ( 84 per cent) rating their experience between 7 and 10 on a scale of 0 to 10.

Two thirds of people had not seen, or were not given, information explaining how to provide feedback or complain to the hospital about the care they had received.

Overall experience

When asked to rate their overall inpatient experience, most people responded positively. On a scale of 0 to 10, 84 per cent of people rating their experience between 7 and 10 (Figure 38).

Figure 38 Summary of overall hospital experience (%)

Feedback and complaints

NHSScotland and the Scottish Government are jointly committed to developing a culture of openness and transparency that actively welcomes feedback as a vital source of information on what is and is not working well, and a powerful tool for improvement.

The Patient Rights (Scotland) Act 2011 ^{[ 27]} includes a new and specific right for people to complain, raise concerns, make comments and give feedback. The legislation also places a duty on the NHS to encourage, monitor, take action and share learning from the views they receive.' ^{[ 28]}

People were asked if they were given any information on how to provide feedback or complain to the hospital about the care they received:

• almost two thirds ( 63 per cent) had not seen, or were not given, information

There was considerable variation between NHS Boards for this question, results ranging from 28 to 75 per cent.