Publication - Statistics

Scottish Inpatient Experience Survey 2016 Volume 1: National Results

Published: 30 August 2016
Directorate: Chief Operating Officer, NHS Scotland Directorate
ISBN: 9781786524157

Report detailing the results from the Scottish Inpatient Experience Survey 2016.

Results - NHS Boards

This chapter provides comparisons for each NHS Board with the previous survey and with the Scottish average. Results have been included only where there is a statistically significant difference. More detailed results for NHS Boards are available: www.careexperience.scot.nhs.uk/Results2016.html

Significance testing was done at the 5% level, when there are greater than four respondents who selected a positive or negative/neutral response at NHS Board level. This means that there is a one in twenty chance that a difference found to be significantly different is actually due to random variation rather than a real difference. Due to the large number of comparisons being made there will be some differences shown as being statistically significant, but are actually due to random variation. For this reason it is best to look at the overall patterns in the results rather than differences in results for individual questions.

The percentage of people answering positively this year and the percentage point difference from last year or difference from Scotland is shown in the tables below.

NHS Ayrshire & Arran

NHS Ayrshire & Arran - Comparison with previous survey

In NHS Ayrshire and Arran 1,898 people responded to the survey (38 per cent) from 8 hospitals. These included three community hospitals, one general hospital, two large general hospitals and two long stay hospitals.

Compared to the last survey, there were no areas in NHS Ayrshire and Arran where people were significantly more likely to report a positive experience. However they were significantly less likely to report a positive experience in the following areas:

Table 7 Significantly less positive than the last survey - NHS Ayrshire & Arran

Question	% Positive	% Difference from previous survey
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	84	-6
Moving between wards was well managed.	64	-5
Patients were not bothered by noise at night from hospital staff.	64	-4
Patients understood the possible side effects of their medicines.	79	-4
Patients were not bothered by noise at night from other patients.	44	-4
Overall rating of any care and treatment received in A&E.	86	-3

NHS Ayrshire and Arran - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Ayrshire and Arran patients were significantly more likely to report a positive experience in the following areas:

Table 8 Significantly more positive than Scotland average - NHS Ayrshire & Arran

Question	% Positive	% Difference from Scotland Average
Patients were happy with the food/meals they received.	81	13
If eligible, patients were happy with hospital transport arrangements for getting home.	86	8
Patients were happy with the drinks they received.	90	6
Patients got enough help with eating and drinking when they needed it.	88	4
Patients felt they got the care and support services that were right for them .	92	4
When patients called they received assistance within a reasonable time.	90	3
Patients knew which nurse was in charge of the ward.	46	3
Patients got enough help with going to the bathroom or toilet when they needed it.	90	3
Patients got enough help with washing and dressing when they needed it.	89	2

Compared to this year's results for Scotland, NHS Ayrshire and Arran patients were significantly less likely to report a positive experience in the following areas:

Table 9 Significantly less positive than Scotland average - NHS Ayrshire & Arran

Question	% Positive	% Difference from Scotland Average
Patients were not bothered by noise at night from other patients.	44	-11
How patients felt about the time they waited to get to a ward.	80	-6
Patients had enough time with the people that matter to them.	78	-6
Moving between wards was well managed.	64	-6
Patients were not bothered by noise at night from hospital staff.	64	-5
Patients had enough privacy when their condition and treatment were discussed.	85	-3
Overall rating of hospital admission process.	80	-2
Patients did not feel threatened by other patients/visitors.	87	-2
Patients were happy with the visiting hours.	95	-2
Doctors knew enough about patients' condition and treatment.	88	-2

NHS Borders

NHS Borders - Comparison with previous survey

In NHS Borders 334 people responded to the survey (48 per cent) from one large general hospital.

Compared to the last survey, there were no areas in NHS Borders where people were significantly more likely to report a positive experience. However they were significantly less likely to report a positive experience in the following areas:

Table 10 Significantly less positive than the last survey - NHS Borders

Question	% Positive	% Difference from previous survey
Patients were not bothered by noise at night from other patients.	37	-11
Patients were not bothered by noise at night from hospital staff.	56	-9
Patients had confidence and trust in the nurses treating them.	84	-8
Staff worked well together in organising patients' care.	65	-7
Overall rating of hospital/ward environment.	83	-6
Patients were kept as physically comfortable as they could expect to be.	90	-5

NHS Borders - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Borders patients were significantly more likely to report a positive experience in the following areas:

Table 11 Significantly more positive than Scotland average - NHS Borders

Question	% Positive	% Difference from Scotland Average
Patients were happy with the food/meals they received.	80	12
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	93	8
In A&E patients felt safe.	94	6
Overall rating of hospital admission process.	87	5
How patients felt about the time they waited to get to a ward.	90	4
Patients were happy with the drinks they received.	88	4

Compared to this year's results for Scotland, NHS Borders patients were significantly less likely to report a positive experience in the following areas:

Table 12 Significantly less positive than Scotland average - NHS Borders

Question	% Positive	% Difference from Scotland Average
Patients were not bothered by noise at night from other patients.	37	-18
Patients were not bothered by noise at night from hospital staff.	56	-13
Patients felt there were enough nurses on duty.	52	-11
Patients knew which nurse was in charge of their care.	39	-9
Staff worked well together in organising patients' care.	65	-9
Patients saw/received information on how to provide feedback or complain about the care they received.	28	-9
Staff took account of what matters to patients.	57	-8
Patients felt they got enough emotional support from staff.	61	-8
Patients had enough privacy when their condition and treatment were discussed.	81	-7
Patients had confidence and trust in the nurses treating them.	84	-7
Staff treated patients with compassion and understanding.	68	-7
Patients knew which nurse was in charge of the ward.	37	-6
Overall rating of hospital/ward environment.	83	-6
The main ward or room patients stayed in was clean.	91	-5
When patients called they received assistance within a reasonable time.	82	-5
Staff took adequate care when carrying out physical procedures.	76	-5
Nurses listened to patients if they had any questions or concerns.	85	-5
Overall rating of all staff patients came into contact with.	86	-5
Overall rating of arrangements for leaving hospital.	73	-5

NHS Dumfries & Galloway

NHS Dumfries & Galloway - Comparison with previous survey

In NHS Dumfries & Galloway 796 people responded to the survey (43 per cent) from 10 hospitals. These included six community hospitals, one general hospital, one large general hospital and two long stay hospitals.

Compared to the last survey, NHS Dumfries & Galloway patients were significantly more likely to report a positive experience in the following areas:

Table 13 Significantly more positive than the last survey - NHS Dumfries & Galloway

Question	% Positive	% Difference from previous survey
In A&E patients were told how long they would have to wait to see a doctor/nurse.	59	9
Overall rating of hospital/ward environment.	91	3
Overall rating of care and treatment during hospital stay.	92	3
Nurses knew enough about patients' condition and treatment.	88	4
Patients had confidence and trust in the nurses treating them.	92	4
Patients felt they got enough emotional support from staff.	70	5
How patients felt about the overall length of time they were in hospital.	91	3
Patients were involved in decisions about leaving hospital.	78	5

Compared to the last survey, NHS Dumfries & Galloway patients were significantly less likely to report a positive experience in the following area:

Table 14 Significantly less positive than the last survey - NHS Dumfries & Galloway

Question	% Positive	% Difference from previous survey
Patients didn't have to wait too long to get their medicines.	58	-8

NHS Dumfries and Galloway - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Dumfries and Galloway patients were significantly more likely to report a positive experience in the following areas:

Table 15 Significantly more positive than Scotland average - NHS Dumfries & Galloway

Question	% Positive	% Difference from Scotland Average
Patients were happy with the food/meals they received.	86	18
In A&E patients were told how long they would have to wait to see a doctor/nurse.	59	15
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	94	9
Moving between wards was well managed.	78	8
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	68	7
In A&E patients felt safe.	95	7
Overall rating of any care and treatment received in A&E.	93	5
Overall rating of hospital admission process.	86	4
Patients were happy with the drinks they received.	88	4
How patients felt about the time they waited to get to a ward.	89	3
Doctors listened to patients if they had any questions or concerns.	92	3
Hand-wash gels were available for patients and visitors to use.	96	2
Overall rating of care and treatment during hospital stay.	92	2
How patients felt about the overall length of time they were in hospital.	91	2

Compared to this year's results for Scotland, NHS Dumfries and Galloway patients were significantly less likely to report a positive experience in the following areas:

Table 16 Significantly less positive than Scotland average - NHS Dumfries & Galloway

Question	% Positive	% Difference from Scotland Average
Patients knew which nurse was in charge of their care.	35	-13
Patients didn't have to wait too long to get their medicines.	58	-11
Patients knew which nurse was in charge of the ward.	35	-8
Beforehand, patients were told how they may feel after the operation or procedure.	56	-8
Patients were not bothered by noise at night from hospital staff.	63	-6
Beforehand, patients' questions were answered in a way they could understand.	70	-6
Patients were not bothered by noise at night from other patients.	51	-4
When patients called they received assistance within a reasonable time.	83	-4
Patients felt there were enough nurses on duty.	59	-4

NHS Fife

NHS Fife - Comparison with previous survey

In NHS Fife 495 people responded to the survey (36 per cent) from six hospitals. These included three community hospitals, one general hospital, one large general hospital and one long stay hospital.

Compared to the last survey, NHS Fife patients were significantly more likely to report a positive experience in the following areas:

Table 17 Significantly more positive than the last survey - NHS Fife

Question	% Positive	% Difference from previous survey
Patients were satisfied with how these clinical errors were dealt with.	44	30
Patients knew which nurse was in charge of their care.	56	10
Patients were involved as much as they wanted in decisions about their care and treatment.	64	9
Overall rating of any care and treatment received in A&E.	92	8
Patients felt they got enough emotional support from staff.	73	8
Patients had enough time with the people that matter to them.	86	7
Overall rating of hospital/ward environment.	91	7
Staff took adequate care when carrying out physical procedures.	84	6
Overall rating of care and treatment during hospital stay.	91	6
How patients felt about the overall length of time they were in hospital.	93	6
The bathrooms and toilets were clean.	96	5
Patients had enough privacy when their condition and treatment were discussed.	93	5
Patients had confidence and trust in the doctors treating them.	93	5
Patients were happy with the visiting hours.	98	5
Patients had enough privacy when being examined or treated.	97	3

Compared to the last survey, NHS Fife patients were significantly less likely to report a positive experience in the following areas:

Table 18 Significantly less positive than the last survey - NHS Fife

Question	% Positive	% Difference from previous survey
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	78	-13
Patients didn't have to wait too long to get their medicines.	64	-10

NHS Fife - Comparison with Scottish average

Compared to the this year's results for Scotland, there were no areas in NHS Fife where people were significantly less likely to report a positive experience. However they were significantly more likely to report a positive experience in the following areas:

Table 19 Significantly more positive than Scotland average - NHS Fife

Question	% Positive	% Difference from Scotland Average
Patients were not bothered by noise at night from other patients.	63	8
Patients knew which nurse was in charge of their care.	56	8
Beforehand, a member of staff explained what would be done during the operation or procedure.	85	7
Beforehand, patients' questions were answered in a way they could understand.	82	6
How patients felt about the time they waited to get to a ward.	91	5
Patients did not feel threatened by other patients/visitors.	94	5
Patients had enough privacy when their condition and treatment were discussed.	93	5
The bathrooms and toilets were clean.	96	4
How patients felt about the overall length of time they were in hospital.	93	4
Patients had enough privacy when being examined or treated.	97	3
Patients were happy with the visiting hours.	98	1

NHS Forth Valley

NHS Forth Valley - Comparison with previous survey

In NHS Forth Valley 377 people responded to the survey (36 per cent) from four hospitals. These included three community hospitals and one large general hospital.

Compared to the last survey, NHS Forth Valley patients were significantly more likely to report a positive experience in the following area:

Table 20 Significantly more positive than the last survey - NHS Forth Valley

Question	% Positive	% Difference from previous survey
Patients had enough time with the people that matter to them.	89	7

Compared to the last survey, NHS Forth Valley patients were significantly less likely to report a positive experience in the following areas:

Table 21 Significantly less positive than the last survey - NHS Forth Valley

Question	% Positive	% Difference from previous survey
Patients got enough help with eating and drinking when they needed it.	80	-11
Patients were happy with the drinks they received.	85	-5

NHS Forth Valley - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Forth Valley patients were significantly more likely to report a positive experience in the following areas:

Table 22 Significantly more positive than Scotland average - NHS Forth Valley

Question	% Positive	% Difference from Scotland Average
How patients felt about the time they waited to be admitted to hospital after they were referred.	92	7
Patients had enough time with the people that matter to them.	89	5

Compared to this year's results for Scotland, NHS Forth Valley patients were significantly less likely to report a positive experience in the following area:

Table 23 Significantly less positive than Scotland average - NHS Forth Valley

Question	% Positive	% Difference from Scotland Average
Patients saw/received information on how to provide feedback or complain about the care they received.	29	-8

NHS Grampian

NHS Grampian - Comparison with previous survey

In NHS Grampian 2,518 people responded to the survey (46 per cent) from 22 hospitals. These included 16 community hospitals, one general hospital, two long stay hospital, one other hospitals, one sick children's hospital and one teaching hospital.

Compared to the last survey, NHS Grampian patients were significantly more likely to report a positive experience in the following areas:

Table 24 Significantly more positive than the last survey - NHS Grampian

Question	% Positive	% Difference from previous survey
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	59	4
Patients had enough time with the people that matter to them.	86	3
The bathrooms and toilets were clean.	95	2
Patients were happy with the drinks they received.	88	2
Patients were happy with the visiting hours.	97	1
Nurses washed/cleaned their hands at appropriate times.	95	1

Compared to the last survey, NHS Grampian patients were significantly less likely to report a positive experience in the following area:

Table 25 Significantly less positive than the last survey - NHS Grampian

Question	% Positive	% Difference from previous survey
How patients felt about the time they waited to be admitted to hospital after they were referred.	80	-6

NHS Grampian - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Grampian patients were significantly more likely to report a positive experience in the following areas:

Table 26 Significantly more positive than Scotland average - NHS Grampian

Question	% Positive	% Difference from Scotland Average
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	93	8
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	69	8
In A&E patients were told how long they would have to wait to see a doctor/nurse.	51	7
Overall rating of hospital admission process.	88	6
Patients were happy with the food/meals they received.	74	6
In A&E patients' conditions were explained to them in a way they could understand.	73	5
Overall rating of any care and treatment received in A&E.	94	5
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	88	5
How patients felt about the time they waited to get to a ward.	90	4
Patients were happy with the drinks they received.	88	4
In A&E patients felt safe.	91	3
The bathrooms and toilets were clean.	95	3
Patients were not bothered by noise at night from other patients.	58	3
Patients were not bothered by noise at night from hospital staff.	72	3
Overall rating of hospital/ward environment.	92	3
Patients understood the possible side effects of their medicines.	82	3
Hand-wash gels were available for patients and visitors to use.	96	2
Patients were able to get adequate pain relief when they needed it.	93	2
Patients were involved as much as they wanted in decisions about their care and treatment.	64	2
Overall rating of care and treatment during hospital stay.	92	2
Nurses washed/cleaned their hands at appropriate times.	95	2
Overall rating of all staff patients came into contact with.	93	2
Patients knew who to contact if they had any questions after leaving hospital.	82	2
In A&E patients had enough privacy when being examined or treated.	99	1
The main ward or room patients stayed in was clean.	97	1
Nurses knew enough about patients' condition and treatment.	88	1

Compared to this year's results for Scotland, NHS Grampian patients were significantly less likely to report a positive experience in the following areas:

Table 27 Significantly less positive than Scotland average - NHS Grampian

Question	% Positive	% Difference from Scotland Average
Patients felt they got the care and support services that were right for them .	82	-6
How patients felt about the time they waited to be admitted to hospital after they were referred.	80	-5

NHS Greater Glasgow & Clyde

NHS Greater Glasgow & Clyde - Comparison with previous survey

In NHS Greater Glasgow & Clyde 4,657 people responded to the survey (36 per cent) from 14 hospitals. These included one general hospital, three large general hospitals, three long stay hospitals, two other hospital, one sick children's hospital and four teaching hospitals.

Compared to the last survey, NHS Greater Glasgow & Clyde patients were significantly more likely to report a positive experience in the following areas:

Table 28 Significantly more positive than the last survey - NHS Greater Glasgow & Clyde

Question	% Positive	% Difference from previous survey
Patients were not bothered by noise at night from other patients.	61	8
Beforehand, patients were told how they may feel after the operation or procedure.	64	5
In A&E patients felt safe.	87	4
The bathrooms and toilets were clean.	93	4
Patients were happy with the food/meals they received.	59	4
Beforehand, a member of staff explained what would be done during the operation or procedure.	78	4
Patients were not bothered by noise at night from hospital staff.	71	3
Patients had enough privacy when their condition and treatment were discussed.	89	3
Doctors did not talk in front of patients as if they were not there.	81	3
Patients had enough time with the people that matter to them.	84	2
Overall rating of hospital/ward environment.	87	2
In A&E patients had enough privacy when being examined or treated.	97	2
The main ward or room patients stayed in was clean.	96	2

Compared to the last survey, NHS Greater Glasgow & Clyde patients were significantly less likely to report a positive experience in the following areas:

Table 29 Significantly less positive than the last survey - NHS Greater Glasgow & Clyde

Question	% Positive	% Difference from previous survey
If eligible, patients were happy with hospital transport arrangements for getting home.	72	-8
How patients felt about the time they waited to get to a ward.	79	-3
Patients felt there were enough nurses on duty.	61	-3
Patients knew who to contact if they had any questions after leaving hospital.	77	-3
When patients called they received assistance within a reasonable time.	85	-2
Patients knew which nurse was in charge of the ward.	40	-2
Patients knew which nurse was in charge of their care.	46	-2
Staff worked well together in organising patients' care.	71	-2

NHS Greater Glasgow & Clyde - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Greater Glasgow & Clyde patients were significantly more likely to report a positive experience in the following areas:

Significantly more positive than Scotland average - NHS Greater Glasgow & Clyde

Question	% Positive	% Difference from Scotland Average
Patients were not bothered by noise at night from other patients.	61	6
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	89	6
Patients were not bothered by noise at night from hospital staff.	71	2

Compared to this year's results for Scotland, NHS Greater Glasgow & Clyde patients were significantly less likely to report a positive experience in the following areas:

Table 30 Significantly less positive than Scotland average - NHS Greater Glasgow & Clyde

Question	% Positive	% Difference from Scotland Average
Patients were happy with the food/meals they received.	59	-9
In A&E patients were told how long they would have to wait to see a doctor/nurse.	36	-8
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	78	-7
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	54	-7
How patients felt about the time they waited to get to a ward.	79	-7
Overall rating of hospital admission process.	76	-6
If eligible, patients were happy with hospital transport arrangements for getting home.	72	-6
Overall rating of any care and treatment received in A&E.	83	-5
Patients were happy with the drinks they received.	79	-5
In A&E patients' conditions were explained to them in a way they could understand.	64	-4
Moving between wards was well managed.	66	-4
Patients knew which nurse was in charge of the ward.	40	-3
Patients were involved as much as they wanted in decisions about their care and treatment.	59	-3
Overall rating of care and treatment during hospital stay.	87	-3
Staff worked well together in organising patients' care.	71	-3
Patients felt they got enough emotional support from staff.	66	-3
Staff treated patients with compassion and understanding.	72	-3
Patients knew who to contact if they had any questions after leaving hospital.	77	-3
When patients called they received assistance within a reasonable time.	85	-2
Overall rating of hospital/ward environment.	87	-2
Patients knew which nurse was in charge of their care.	46	-2
Overall rating of all staff patients came into contact with.	89	-2
Patients were involved in decisions about leaving hospital.	74	-2
Patients were told about any danger signs to watch for when they left hospital.	70	-2
Overall rating of arrangements for leaving hospital.	76	-2
Patients' family or home situation was taken into account when planning discharge from hospital.	82	-1

NHS Highland

NHS Highland - Comparison with previous survey

In NHS Highland 1,582 people responded to the survey (43 per cent) from 22 hospitals. These included 14 community hospitals, three general hospitals, two large general hospital and three long stay hospitals.

Compared to the last survey, there were no areas in NHS Highland where people were significantly more likely to report a positive experience. However they were significantly less likely to report a positive experience in the following areas:

Table 31 Significantly less positive than the last survey - NHS Highland

Question	% Positive	% Difference from previous survey
How patients felt about the time they waited to be admitted to hospital after they were referred.	84	-8
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	80	-7
Patients were happy with the food/meals they received.	77	-4
When patients called they received assistance within a reasonable time.	90	-3
Patients had enough time with the people that matter to them.	86	-3
Patients got enough help with eating and drinking when they needed it.	88	-3
Patients knew who to contact if they had any questions after leaving hospital.	82	-3
Patients were kept as physically comfortable as they could expect to be.	94	-2
Overall rating of all staff patients came into contact with.	93	-2

NHS Highland - Comparison with Scottish average

Compared to the this year's results for Scotland, there were no areas in NHS Highland where people were significantly less likely to report a positive experience. However they were significantly more likely to report a positive experience in the following areas:

Table 32 Significantly more positive than Scotland average - NHS Highland

Question	% Positive	% Difference from Scotland Average
In A&E patients were told how long they would have to wait to see a doctor/nurse.	60	16
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	74	13
Overall rating of hospital admission process.	91	9
Patients were happy with the food/meals they received.	77	9
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	93	8
How patients felt about the time they waited to get to a ward.	94	8
Moving between wards was well managed.	78	8
In A&E patients' conditions were explained to them in a way they could understand.	75	7
Overall rating of any care and treatment received in A&E.	95	7
Staff took account of what matters to patients.	72	7
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	63	6
Patients felt there were enough nurses on duty.	69	6
Patients felt they got enough emotional support from staff.	75	6
Patients didn't have to wait too long to get their medicines.	75	6
Patients knew which nurse was in charge of the ward.	49	6
In A&E patients felt safe.	93	5
Patients were happy with the drinks they received.	89	5
Overall rating of hospital/ward environment.	94	5
Patients got enough help with washing and dressing when they needed it.	92	5
Patients were involved as much as they wanted in decisions about their care and treatment.	67	5
Patients knew which nurse was in charge of their care.	53	5
Staff treated patients with compassion and understanding.	80	5
Patients were told about any danger signs to watch for when they left hospital.	77	5
Patients got enough help with eating and drinking when they needed it.	88	4
Staff took adequate care when carrying out physical procedures.	85	4
Doctors discussed patients' condition and treatment with them in a way they could understand.	94	4
Nurses discussed patients' condition and treatment with them in a way they could understand.	88	4
Staff worked well together in organising patients' care.	78	4
Overall rating of arrangements for leaving hospital.	82	4
When patients called they received assistance within a reasonable time.	90	3
Patients got enough help with going to the bathroom or toilet when they needed it.	90	3
Overall rating of care and treatment during hospital stay.	93	3
Doctors did not talk in front of patients as if they were not there.	83	3
Nurses knew enough about patients' condition and treatment.	90	3
Nurses listened to patients if they had any questions or concerns.	93	3
Patients were involved in decisions about leaving hospital.	79	3
Patients were able to get adequate pain relief when they needed it.	93	2
Patients were kept as physically comfortable as they could expect to be.	94	2
Doctors listened to patients if they had any questions or concerns.	91	2
Patients had confidence and trust in the nurses treating them.	93	2
Overall rating of all staff patients came into contact with.	93	2
Patients understood what their medicines were for.	97	2
Patients understood how and when to take their medicines.	98	1
The main ward or room patients stayed in was clean.	97	1

NHS Lanarkshire

NHS Lanarkshire - Comparison with previous survey

In NHS Lanarkshire 925 people responded to the survey (36 per cent) from three large general hospitals.

Compared to the last survey, there were no areas in NHS Lanarkshire where people were significantly less likely to report a positive experience. However they were significantly more likely to report a positive experience in the following areas:

Table 33 Significantly more positive than the last survey - NHS Lanarkshire

Question	% Positive	% Difference from previous survey
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	61	9
Patients had enough time with the people that matter to them.	81	8
Patients understood the explanations on how the operation or procedure had gone.	73	7
Patients knew which nurse was in charge of their care.	44	6
Overall rating of hospital/ward environment.	85	5
Overall rating of care and treatment during hospital stay.	86	5
Staff worked well together in organising patients' care.	69	5
Patients felt they got enough emotional support from staff.	65	5
Staff treated patients with compassion and understanding.	71	5
Patients were told about any danger signs to watch for when they left hospital.	68	5
Patients knew which nurse was in charge of the ward.	39	4
Patients were kept as physically comfortable as they could expect to be.	91	4
How patients felt about the overall length of time they were in hospital.	88	4
Patients were happy with the visiting hours.	95	2

NHS Lanarkshire - Comparison with Scottish average

Compared to this year's results for Scotland, there were no areas in NHS Lanarkshire where people were significantly more likely to report a positive experience. They were however significantly less likely to report a positive experience in the following areas:

Table 34 Significantly less positive than Scotland average - NHS Lanarkshire

Question	% Positive	% Difference from Scotland Average
Patients were happy with the food/meals they received.	56	-12
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	50	-7
Staff took account of what matters to patients.	58	-7
The bathrooms and toilets were clean.	86	-6
Patients were involved as much as they wanted in decisions about their care and treatment.	56	-6
Patients felt there were enough nurses on duty.	57	-6
Patients knew who to contact if they had any questions after leaving hospital.	74	-6
Staff took adequate care when carrying out physical procedures.	76	-5
Staff worked well together in organising patients' care.	69	-5
Prior to leaving hospital, patients felt confident that any help they needed had been arranged.	66	-5
Patients saw/received information on how to provide feedback or complain about the care they received.	32	-5
Patients were not bothered by noise at night from other patients.	51	-4
Patients were happy with the drinks they received.	80	-4
Overall rating of hospital/ward environment.	85	-4
Patients were able to get adequate pain relief when they needed it.	87	-4
Patients got enough help with washing and dressing when they needed it.	83	-4
Patients got enough help with eating and drinking when they needed it.	80	-4
Patients got enough help with going to the bathroom or toilet when they needed it.	83	-4
Overall rating of care and treatment during hospital stay.	86	-4
Doctors did not talk in front of patients as if they were not there.	76	-4
Nurses did not talk in front of patients as if they were not there.	79	-4
Patients felt they got enough emotional support from staff.	65	-4
Staff treated patients with compassion and understanding.	71	-4
Overall rating of all staff patients came into contact with.	87	-4
Patients were told about any danger signs to watch for when they left hospital.	68	-4
Overall rating of arrangements for leaving hospital.	74	-4
Patients knew which nurse was in charge of the ward.	39	-4
Patients knew which nurse was in charge of their care.	44	-4
Overall rating of hospital admission process.	79	-3
The main ward or room patients stayed in was clean.	93	-3
Hand-wash gels were available for patients and visitors to use.	91	-3
Patients had enough time with the people that matter to them.	81	-3
Patients had confidence and trust in the doctors treating them.	89	-3
Nurses knew enough about patients' condition and treatment.	84	-3
Patients' family or home situation was taken into account when planning discharge from hospital.	80	-3
Doctors discussed patients' condition and treatment with them in a way they could understand.	88	-2
Nurses washed/cleaned their hands at appropriate times.	91	-2
Patients were happy with the visiting hours.	95	-2
Patients had enough privacy when being examined or treated.	93	-1

NHS Lothian

NHS Lothian - Comparison with previous survey

In NHS Lothian 2,202 people responded to the survey (43 per cent) from 11 hospitals. These included three community hospitals, three long stay hospitals, two other hospitals, one sick children's hospital and two teaching hospitals.

Compared to the last survey, NHS Lothian patients were significantly more likely to report a positive experience in the following areas:

Table 35 Significantly more positive than the last survey - NHS Lothian

Question	% Positive	% Difference from previous survey
In A&E patients felt safe.	88	7
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	85	5
Staff took account of what matters to patients.	67	5
Staff worked well together in organising patients' care.	76	4
Staff treated patients with compassion and understanding.	77	4
Patients had enough time with the people that matter to them.	83	3
Patients understood what their medicines were for.	97	2

Compared to the last survey, NHS Lothian patients were significantly less likely to report a positive experience in the following areas:

Table 36 Significantly less positive than the last survey - NHS Lothian

Question	% Positive	% Difference from previous survey
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	72	-13
Overall rating of care or support services after leaving hospital.	80	-6
Nurses discussed patients' condition and treatment with them in a way they could understand.	82	-4
Patients got enough help with washing and dressing when they needed it.	85	-3
Nurses listened to patients if they had any questions or concerns.	88	-3
Patients had enough privacy when being examined or treated.	94	-1

NHS Lothian - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Lothian patients were significantly more likely to report a positive experience in the following areas:

Table 37 Significantly more positive than Scotland average - NHS Lothian

Question	% Positive	% Difference from Scotland Average
Patients didn't have to wait too long to get their medicines.	76	7
Overall rating of arrangements for leaving hospital.	81	3
Patients did not feel threatened by other patients/visitors.	91	2
Doctors knew enough about patients' condition and treatment.	92	2
Staff worked well together in organising patients' care.	76	2
Patients were involved in decisions about leaving hospital.	78	2
Patients knew who to contact if they had any questions after leaving hospital.	82	2
Patients understood what their medicines were for.	97	2

Compared to this year's results for Scotland, NHS Lothian patients were significantly less likely to report a positive experience in the following areas:

Table 38 Significantly less positive than Scotland average - NHS Lothian

Question	% Positive	% Difference from Scotland Average
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	72	-11
Patients were not bothered by noise at night from other patients.	51	-4
The bathrooms and toilets were clean.	90	-2

NHS Orkney

NHS Orkney - Comparison with previous survey

In NHS Orkney 160 people responded to the survey (55 per cent) from one general hospital.

Compared to the last survey, there were no areas in NHS Orkney where people were significantly less likely to report a positive experience. However they were more likely to report a positive experience in the following areas:

Table 39 Significantly more positive than the last survey - NHS Orkney

Question	% Positive	% Difference from previous survey
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	72	18
Doctors knew enough about patients' condition and treatment.	92	8

NHS Orkney - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Orkney patients were significantly more likely to report a positive experience in the following areas:

Table 40 Significantly more positive than Scotland average - NHS Orkney

Question	% Positive	% Difference from Scotland Average
Patients were happy with the food/meals they received.	91	23
In A&E patients were told how long they would have to wait to see a doctor/nurse.	63	19
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	72	15
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	74	13
Patients didn't have to wait too long to get their medicines.	82	13
Overall rating of hospital admission process.	92	10
Patients were happy with the drinks they received.	94	10
Staff took account of what matters to patients.	75	10
Patients were involved as much as they wanted in decisions about their care and treatment.	71	9
Patients felt they got enough emotional support from staff.	78	9
Overall rating of arrangements for leaving hospital.	87	9
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	93	8
When patients called they received assistance within a reasonable time.	95	8
How patients felt about the time they waited to get to a ward.	93	7
In A&E patients felt safe.	94	6
Patients got enough help with washing and dressing when they needed it.	93	6
Overall rating of care and treatment during hospital stay.	94	4
Overall rating of all staff patients came into contact with.	95	4

Compared to this year's results for Scotland, NHS Orkney patients were significantly less likely to report a positive experience in the following areas:

Table 41 Significantly less positive than Scotland average - NHS Orkney

Question	% Positive	% Difference from Scotland Average
Beforehand, patients were told how they may feel after the operation or procedure.	47	-17
Patients knew which nurse was in charge of their care.	37	-11

NHS Shetland

NHS Shetland - Comparison with previous survey

In NHS Shetland 130 people responded to the survey (42 per cent) from one general hospital.

Compared to the last survey, there were no areas in NHS Shetland where people were significantly less likely to report a positive experience. However they were more likely to report a positive experience in the following areas:

Table 42 Significantly more positive than the last survey - NHS Shetland

Question	% Positive	% Difference from previous survey
Beforehand, patients were told how they may feel after the operation or procedure.	73	20
Patients had enough privacy when their condition and treatment were discussed.	90	11

NHS Shetland - Comparison with Scottish average

Compared to the this year's results for Scotland, there were no areas in NHS Shetland where people were significantly less likely to report a positive experience. However they were significantly more likely to report a positive experience in the following areas:

Table 43 Significantly more positive than Scotland average - NHS Shetland

Question	% Positive	% Difference from Scotland Average
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	83	22
Patients were happy with the food/meals they received.	88	20
In A&E patients were told how long they would have to wait to see a doctor/nurse.	63	19
Patients were not bothered by noise at night from hospital staff.	85	16
Patients felt there were enough nurses on duty.	77	14
Staff took account of what matters to patients.	78	13
Patients didn't have to wait too long to get their medicines.	82	13
In A&E patients' conditions were explained to them in a way they could understand.	80	12
Overall rating of arrangements for leaving hospital.	90	12
Overall rating of hospital admission process.	94	11
Staff treated patients with compassion and understanding.	86	11
Patients felt they got enough emotional support from staff.	79	10
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	93	8
Patients got enough help with eating and drinking when they needed it.	92	8
Nurses discussed patients' condition and treatment with them in a way they could understand.	92	8
Patients got enough help with going to the bathroom or toilet when they needed it.	94	7
Patients knew who to contact if they had any questions after leaving hospital.	87	7
How patients felt about the time they waited to get to a ward.	91	5
Overall rating of care and treatment during hospital stay.	95	5
Nurses knew enough about patients' condition and treatment.	92	5
Patients had confidence and trust in the nurses treating them.	96	5

NHS Tayside

NHS Tayside - Comparison with previous survey

In NHS Tayside 944 people responded to the survey (43 per cent) from 14 hospitals. These included eight community hospitals, one general hospital, one large general hospital, two long stay hospital, one other hospital and one teaching hospital.

Compared to the last survey, NHS Tayside patients were significantly more likely to report a positive experience in the following areas:

Table 44 Significantly more positive than the last survey - NHS Tayside

Question	% Positive	% Difference from previous survey
Patients knew which nurse was in charge of their care.	57	9
Patients had enough time with the people that matter to them.	89	7
Patients knew which nurse was in charge of the ward.	47	6
Patients got enough help with washing and dressing when they needed it.	92	6
Patients were happy with the visiting hours.	98	2

Compared to the last survey, NHS Tayside patients were significantly less likely to report a positive experience in the following areas:

Table 45 Significantly less positive than the last survey - NHS Tayside

Question	% Positive	% Difference from previous survey
How patients felt about the time they waited to be admitted to hospital after they were referred.	80	-9
Patients were not bothered by noise at night from other patients.	48	-8
Patients didn't have to wait too long to get their medicines.	66	-6
Doctors knew enough about patients' condition and treatment.	88	-5

NHS Tayside - Comparison with Scottish average

Compared to this year's results for Scotland, NHS Tayside patients were significantly more likely to report a positive experience in the following areas:

Table 46 Significantly more positive than Scotland average - NHS Tayside

Question	% Positive	% Difference from Scotland Average
In A&E patients were told how long they would have to wait to see a doctor/nurse.	63	19
Patients knew which nurse was in charge of their care.	57	9
How patients felt about the time waiting to be seen by a nurse or doctor in A&E.	93	8
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	69	8
In A&E patients' conditions were explained to them in a way they could understand.	76	8
How patients felt about the time they waited to get to a ward.	92	6
Overall rating of hospital admission process.	88	6
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	63	6
Overall rating of any care and treatment received in A&E.	93	5
Patients had enough time with the people that matter to them.	89	5
Patients got enough help with washing and dressing when they needed it.	92	5
Prior to leaving hospital, patients felt confident that any help they needed had been arranged.	76	5
Patients knew who to contact if they had any questions after leaving hospital.	85	5
Patients were told about any danger signs to watch for when they left hospital.	77	5
When patients called they received assistance within a reasonable time.	91	4
Patients knew which nurse was in charge of the ward.	47	4
Overall rating of hospital/ward environment.	93	4
Patients got enough help with going to the bathroom or toilet when they needed it.	91	4
Patients were involved in decisions about leaving hospital.	80	4
Overall rating of care and treatment during hospital stay.	93	3
Nurses listened to patients if they had any questions or concerns.	93	3
Staff treated patients with compassion and understanding.	78	3
Overall rating of all staff patients came into contact with.	94	3
Information received before attending hospital helped patients to understand what would happen.	98	2
Patients were kept as physically comfortable as they could expect to be.	94	2
Patients were happy with the visiting hours.	98	1

Compared to this year's results for Scotland, NHS Tayside patients were significantly less likely to report a positive experience in the following area:

Table 47 Significantly less positive than Scotland average - NHS Tayside

Question	% Positive	% Difference from Scotland Average
Patients were not bothered by noise at night from other patients.	48	-7

NHS Western Isles

NHS Western Isles - Comparison with previous survey

In NHS Western Isles 165 people responded to the survey (42 per cent) from three hospitals. These included two community hospital and one general hospital.

Compared to the last survey, there were no areas in NHS Western Isles where people were significantly less likely to report a positive experience. However they were significantly more likely to report a positive experience in the following areas:

Table 48 Significantly more positive than the last survey - NHS Western Isles

Question	% Positive	% Difference from previous survey
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	80	15
Patients knew which nurse was in charge of their care.	73	12
Nurses did not talk in front of patients as if they were not there.	94	8
How patients felt about the overall length of time they were in hospital.	96	5

NHS Western Isles - Comparison with Scottish average

Compared to the this year's results for Scotland, there were no areas in NHS Western Isles where people were significantly less likely to report a positive experience. However they were significantly more likely to report a positive experience in the following areas:

Table 49 Significantly more positive than Scotland average - NHS Western Isles

Question	% Positive	% Difference from Scotland Average
In A&E patients were told how long they would have to wait to see a doctor/nurse.	75	31
Patients knew which nurse was in charge of their care.	73	25
Patients didn't have to wait too long to get their medicines.	93	24
In A&E patients were kept informed about what was happening after seeing a doctor/nurse.	84	23
Patients were happy with the food/meals they received.	91	23
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	80	23
Patients felt there were enough nurses on duty.	82	19
In A&E patients' conditions were explained to them in a way they could understand.	86	18
Patients were involved as much as they wanted in decisions about their care and treatment.	79	17
Staff took account of what matters to patients.	82	17
Patients felt they got enough emotional support from staff.	86	17
Patients were not bothered by noise at night from other patients.	71	16
Patients were not bothered by noise at night from hospital staff.	85	16
Patients knew which nurse was in charge of the ward.	59	16
Beforehand, patients were told how they may feel after the operation or procedure.	79	15
Overall rating of hospital admission process.	96	14
Staff worked well together in organising patients' care.	88	14
Staff treated patients with compassion and understanding.	89	14
Beforehand, patients' questions were answered in a way they could understand.	89	13
Patients were told about any danger signs to watch for when they left hospital.	85	13
Overall rating of arrangements for leaving hospital.	91	13
Prior to leaving hospital, patients felt confident that any help they needed had been arranged.	83	12
Nurses discussed patients' condition and treatment with them in a way they could understand.	95	11
Nurses did not talk in front of patients as if they were not there.	94	11
Patients had enough time with the people that matter to them.	94	10
Patients got enough help with eating and drinking when they needed it.	94	10
Patients were involved in decisions about leaving hospital.	86	10
Patients understood the possible side effects of their medicines.	88	9
Patients were happy with the drinks they received.	92	8
When patients called they received assistance within a reasonable time.	95	8
Patients had enough privacy when their condition and treatment were discussed.	96	8
Patients' family or home situation was taken into account when planning discharge from hospital.	91	8
Patients got enough help with washing and dressing when they needed it.	94	7
Doctors did not talk in front of patients as if they were not there.	87	7
Nurses knew enough about patients' condition and treatment.	94	7
How patients felt about the overall length of time they were in hospital.	96	7
Patients knew who to contact if they had any questions after leaving hospital.	87	7
Patients got enough help with going to the bathroom or toilet when they needed it.	93	6
Staff took adequate care when carrying out physical procedures.	87	6
Nurses listened to patients if they had any questions or concerns.	96	6
Patients had confidence and trust in the nurses treating them.	97	6
Doctors washed/cleaned their hands at appropriate times.	96	5
The bathrooms and toilets were clean.	96	4
Patients were kept as physically comfortable as they could expect to be.	96	4

Golden Jubilee Foundation

Golden Jubilee Foundation - Comparison with previous survey

In the Golden Jubilee Foundation 584 people responded to the survey (69 per cent).

Compared to the last survey, the Golden Jubilee Foundation patients were significantly more likely to report a positive experience in the following areas:

Table 50 Significantly more positive than the last survey - Golden Jubilee Foundation

Question	% Positive	% Difference from previous survey
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	78	6
Beforehand, patients were told how they may feel after the operation or procedure.	78	6
Patients understood the explanations on how the operation or procedure had gone.	88	6
Patients were involved as much as they wanted in decisions about their care and treatment.	84	5
Patients felt they got enough emotional support from staff.	87	5
Staff treated patients with compassion and understanding.	91	5
Beforehand, a member of staff explained the risks and benefits of operation/procedure.	94	4
Staff took account of what matters to patients.	87	4
Doctors discussed patients' condition and treatment with them in a way they could understand.	99	2
Nurses knew enough about patients' condition and treatment.	99	2

Compared to the last survey, Golden Jubilee Foundation patients were significantly less likely to report a positive experience in the following area:

Table 51 Significantly less positive than the last survey - Golden Jubilee Foundation

Question	% Positive	% Difference from previous survey
Patients were not bothered by noise at night from other patients.	81	-4

Golden Jubilee Foundation - Comparison with Scottish average

Compared to the this year's results for Scotland, there were no areas in Golden Jubilee Foundation where people were significantly less likely to report a positive experience. However they were significantly more likely to report a positive experience in the following areas:

Table 52 Significantly more positive than Scotland average - Golden Jubilee Foundation

Question	% Positive	% Difference from Scotland Average
Patients saw/received information on how to provide feedback or complain about the care they received.	75	38
Patients felt there were enough nurses on duty.	92	29
Patients were not bothered by noise at night from other patients.	81	26
Patients knew which nurse was in charge of their care.	74	26
Patients were happy with the food/meals they received.	90	22
Patients knew which nurse was in charge of the ward.	65	22
Patients were involved as much as they wanted in decisions about their care and treatment.	84	22
Staff took account of what matters to patients.	87	22
Patients felt that the people that matter to them were involved in decisions about their care and treatment.	78	21
Patients were told about any danger signs to watch for when they left hospital.	92	20
Patients didn't have to wait too long to get their medicines.	89	20
Staff worked well together in organising patients' care.	93	19
Patients felt they got enough emotional support from staff.	87	18
Patients were not bothered by noise at night from hospital staff.	85	16
Staff treated patients with compassion and understanding.	91	16
Overall rating of arrangements for leaving hospital.	94	16
Overall rating of hospital admission process.	97	15
Patients understood the explanations on how the operation or procedure had gone.	88	15
Patients knew who to contact if they had any questions after leaving hospital.	95	15
Staff took adequate care when carrying out physical procedures.	95	14
Beforehand, patients were told how they may feel after the operation or procedure.	78	14
Beforehand, a member of staff explained the risks and benefits of operation/procedure.	94	13
Prior to leaving hospital, patients felt confident that any help they needed had been arranged.	84	13
How patients felt about the time they waited to get to a ward.	98	12
Patients were happy with the drinks they received.	96	12
Patients had enough time with the people that matter to them.	96	12
Beforehand, patients' questions were answered in a way they could understand.	88	12
Doctors did not talk in front of patients as if they were not there.	92	12
Nurses knew enough about patients' condition and treatment.	99	12
Nurses discussed patients' condition and treatment with them in a way they could understand.	96	12
If eligible, patients were happy with hospital transport arrangements for getting home.	90	12
When patients called they received assistance within a reasonable time.	98	11
Patients had enough privacy when their condition and treatment were discussed.	99	11
Patients got enough help with eating and drinking when they needed it.	94	10
Beforehand, a member of staff explained what would be done during the operation or procedure.	88	10
Patients were involved in decisions about leaving hospital.	86	10
Patients' family or home situation was taken into account when planning discharge from hospital.	93	10
Patients had to stay in hospital longer than expected to wait for care or support services to be organised.	93	10
Patients got enough help with going to the bathroom or toilet when they needed it.	96	9
Overall rating of care and treatment during hospital stay.	99	9
Doctors discussed patients' condition and treatment with them in a way they could understand.	99	9
Nurses did not talk in front of patients as if they were not there.	92	9
Patients understood the possible side effects of their medicines.	88	9
Patients got enough help with washing and dressing when they needed it.	95	8
Doctors listened to patients if they had any questions or concerns.	97	8
Overall rating of all staff patients came into contact with.	99	8
Patients were able to get adequate pain relief when they needed it.	98	7
Doctors washed/cleaned their hands at appropriate times.	98	7
Nurses listened to patients if they had any questions or concerns.	97	7
Patients had confidence and trust in the nurses treating them.	98	7
How patients felt about the time they waited to be admitted to hospital after they were referred.	91	6
Patients did not feel threatened by other patients/visitors.	95	6
Patients were kept as physically comfortable as they could expect to be.	98	6
Overall rating of care or support services after leaving hospital.	87	6
Hand-wash gels were available for patients and visitors to use.	99	5
Nurses washed/cleaned their hands at appropriate times.	98	5
How patients felt about the overall length of time they were in hospital.	94	5
Patients felt they got the care and support services that were right for them .	93	5
Patients felt confident they could look after themselves after leaving hospital.	89	4
Patients understood what their medicines were for.	99	4
Patients thought the equipment used for their treatment was clean	98	3
Patients understood how and when to take their medicines.	99	2

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Email: Nicola Kerr, nicola.kerr2@gov.scot

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