Scottish Inpatient Patient Experience Survey 2011 Volume 1: National Results
Scottish Inpatient Patient Experience Survey 2011 Volume 1: National Results
11 Patient Experience Indicators
Scotland Performs Healthcare Experience Indicator
11.1 The Healthcare Experience Indicator has been developed to measure the reported experience of people using the NHS. It is one of the 45 National Indicators on Scotland Performs, which measures and reports on progress of government in Scotland in creating a more successful country, with opportunities for all to flourish through increasing sustainable economic growth.
11.2 More information on Scotland Performs is available here: http://www.scotland.gov.uk/About/scotPerforms
11.3 The indicator is based on the reported experience from hospital inpatients, as a proxy for experience across the NHS. This has been chosen because: (a) the quality of hospital care is very important to people; (b) the indicator involves the transitions to and from hospital, which depend on health and care services in the community; and (c) it includes the feedback of inpatients on experience in A&E which should reflect a much wider population of users and is an indicator of the system.
11.4 The indicator is calculated by taking the mean scores for individual patients' answers on the following questions in the inpatient survey and weighting them using total inpatient numbers to get a national score:
- Overall, how would you rate your admission to hospital (i.e. the period after you arrived at hospital but before you were taken to the ward)?
- Overall, how would you rate the care and treatment you received during your time in the Emergency Department / Accident and Emergency?
- Overall, how would you rate the hospital environment?
- Overall, how would you rate your care and treatment during your stay in hospital?
- Overall, how would you rate all the staff who you came into contact with?
- Overall, how would you rate the arrangements made for you leaving hospital?
11.5 The score for each question for each patient is: 0 for very poor; 25 for poor; 50 for fair; 75 for good; 100 for excellent. Further information on how the indicator is calculated is available in the technical report.
11.6 The 2011 value of the Healthcare Experience Indicator is 78.1 which does not represent a statistically significant change from the 2010 value of 78.3.
11.7 The results and associated 95% confidence intervals are shown in Table 14 below:
Table 14 Healthcare Experience Indicator 2010-2011
| Inpatients Survey 2010 | ||
|---|---|---|
| Indicator | 78.3 | 78.1 |
| 95% confidence Interval | (78.0, 78.6) | (77.9, 78.4) |
11.8 Results by NHS Board are presented in Table 15 below. Where differences are statistically significant at the 5% level they are marked by an asterisk.
Table 15 Healthcare Experience Indicator 2010-2011, by NHS Board
| NHS Board | 2011 | 2010 | difference |
|---|---|---|---|
| NHS Ayrshire & Arran | 79.3 | 79.2 | 0.1 |
| NHS Borders |
79.8 | 81.1 | -1.3 |
| NHS Dumfries & Galloway | 79.3 | 79.0 | 0.3 |
| NHS Fife |
77.4 | 76.9 | 0.5 |
| NHS Forth Valley | 74.5 | 74.2 | 0.3 |
| NHS Grampian |
78.3 | 77.3 | * 1.0 |
| NHS Greater Glasgow and Clyde | 76.5 | 77.0 | -0.4 |
| NHS Highland |
82.8 | 83.9 | * -1.2 |
| NHS Lanarkshire | 73.5 | 74.7 | -1.2 |
| NHS Lothian |
79.1 | 78.3 | 0.8 |
| NHS Orkney |
82.4 | 85.5 | * -3.1 |
| NHS Shetland |
83.5 | 82.6 | 0.9 |
| NHS Tayside |
79.7 | 80.6 | -0.9 |
| NHS Western Isles | 86.0 | 84.9 | 1.1 |
| NHS National Waiting Times Centre | 91.9 | 91.1 | 0.8 |
| Scotland | 78.1 | 78.3 | -0.2 |
Quality Outcome Indicator
11.9 The Healthcare Quality Strategy for Scotland aims to build upon existing foundations, and ensure that all work is integrated and aligned to deliver the highest quality healthcare services to people in Scotland. The importance of person centred care and patient experience is highlighted in the strategy. http://www.scotland.gov.uk46426710-7be5-4196-bbba-a8d1a21ae83c.
11.10 The Quality Strategy emphasises the importance of measurement, and a Quality Measurement Framework has been developed (see http://www.scotland.gov.uk/Topics/Health/NHS-Scotland/NHSQuality/MeasuringQualityS). As part of this, 12 Quality Outcome Indicators have been identified. These are intended to show national progress towards achievement of the Quality Ambitions.
11.11 One of the twelve Quality Outcome Indicators is Healthcare Experience. It was initially proposed that this could be the same as the Scotland Performs indicator, however feedback was that it would be preferable for the Quality Strategy indicator to encompass a wider range of NHS services. The indicator therefore combines the Scotland Performs Healthcare Experience Indicator as described above, with data from the GP Patient Experience Survey. http://www.scotland.gov.uk/Topics/Statistics/Browse/Health/GPPatientExperienceSurvey
11.12 Further information on how the indicator is calculated is available in the technical report.
11.13 The initial value of the Healthcare Experience Quality Outcome Indicator is based on the 2011 Inpatient Survey and the 2009/10 GP Patient Experience survey. The initial value is 80.2.
11.14 Results by NHS Board are presented in Table 16 below:
Table 16 Quality Outcome Indicator by NHS Board
| NHS Board | Inpatient Component | GP Component | Overall |
|---|---|---|---|
| NHS Ayrshire & Arran | 79.3 | 81.7 | 80.5 |
| NHS Borders |
79.8 | 84.9 | 82.4 |
| NHS Dumfries & Galloway | 79.3 | 84.6 | 81.9 |
| NHS Fife |
77.4 | 80.9 | 79.2 |
| NHS Forth Valley | 74.5 | 81.8 | 78.1 |
| NHS Grampian |
78.3 | 80.6 | 79.5 |
| NHS Greater Glasgow and Clyde | 76.5 | 83.4 | 80.0 |
| NHS Highland |
82.8 | 85.3 | 84.0 |
| NHS Lanarkshire | 73.5 | 80.1 | 76.8 |
| NHS Lothian |
79.1 | 81.4 | 80.2 |
| NHS Orkney |
82.4 | 91.0 | 86.7 |
| NHS Shetland |
83.5 | 81.0 | 82.3 |
| NHS Tayside |
79.7 | 82.7 | 81.2 |
| NHS Western Isles | 86.0 | 86.3 | 86.2 |
| NHS National Waiting Times Centre | 91.9 | - | 91.9 |
| Scotland | 78.1 | 82.2 | 80.2 |
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