Scottish Inpatient Patient Experience Survey 2012 Volume 1: National results

9 RESULTS – NHS BOARDS

9.1 This chapter provides a summary for each NHS Board of questions where there is a statistically significant change in the result compared with last year. NHS Boards results for each question in the survey are not provided in this chapter and have been published separately at: http://www.patientexperience-bettertogether.scot.nhs.uk/index.html.

9.2 Significance testing is done at the 5% 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.

9.3 The percentage of patients answering positively this year and the percentage point difference from last year is shown in brackets beside each question.

Ayrshire and Arran

9.4 In NHS Ayrshire and Arran 3,706 people responded to the survey (a 51% response rate) from nine NHS hospitals. This included two large general hospitals, one general hospital, two long stay hospitals and four community hospitals.

9.5 Compared to last year, NHS Ayrshire and Arran patients were significantly more likely to report a positive experience in the following areas:

• The main ward or room I stayed in was clean. (96%; +2%);
• The bathrooms and toilets were clean. (93%; +3%);
• As far as I was aware doctors washed/cleaned their hands at appropriate times. (90%; +2%);
• Nurses introduced themselves to me. (86%; +3%);
• I was confident that any help I needed had been arranged for when I left hospital (79%; +3%);
• I understood what my medicines were for. (96%; +2%).

9.6 Compared to last year, NHS Ayrshire and Arran patients were significantly less likely to report a positive experience in the following areas:

• In the Accident and Emergency Department (A&E), I was told what was happening in a way I could understand. (84%; -3%);
• Overall, how would you rate your admission to hospital (i.e. the period after you arrived at hospital until you got to a bed on the ward)? (78%; -3%).

Borders

9.7 In NHS Borders 513 people responded to the survey (a 59% response rate) from six NHS hospitals. This included one large general hospital, one long stay hospital and four community hospitals.

9.8 In previous years we have surveyed Northumberland residents who had an inpatient stay in NHS Borders but this year we only surveyed Scottish residents. Therefore, when comparing the 2012 results with those from the 2011 survey we have excluded patients who don't live in Scotland to ensure that the results are comparable. This means that some of the percentage positive figures for 2011 used in comparison with those for 2012 differ slightly from the percentage positives published in the 2011 NHS Borders report.

9.9 There were no statistically significant changes in any of the results for NHS Borders.

Dumfries and Galloway

9.10 In NHS Dumfries and Galloway 1,502 people responded to the survey (a 59% response rate) from ten NHS hospitals. This included one large general hospital, one general hospital, four long stay and four community hospitals.

9.11 Compared to last year, NHS Dumfries and Galloway patients were significantly more likely to report a positive experience in the following area:

• The bathrooms and toilets were clean. (90%; +4%).

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

• I was given help with arranging transport. (59%; -7%).

Fife

9.13 In NHS Fife a total of 1,183 people responded to the survey (a 49% response rate) from eight NHS hospitals. This included two large general hospitals, one general and one long stay hospital, and four community hospitals.

9.14 Compared to last year, NHS Fife patients were significantly more likely to report a positive experience in the following area:

• I was not bothered by noise at night. (54%; +7%).

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

• In the Accident and Emergency Department (A&E), I was told how long I would have to wait. (36%; - 15%);
• Overall, how would you rate the care and treatment you received during your time in the Accident and Emergency Department (A&E)? (74%; - 7%);
• If your hospital visit was planned in advance how did you feel about the length of time you waited to be admitted to hospital after being referred? (85%; -7%);
• Doctors explained the risks and benefits of any treatment in a way I could understand. (84%; - 4%);
• There was enough time to talk to the nurses. (71%; -7%).

Forth Valley

9.16 In NHS Forth Valley a total of 690 people responded to the survey (a 46% response rate) from two large general hospitals.

9.17 In previous years the Forth Valley sample has included patients from some smaller long stay and other hospitals. However this year only patients from Stirling Royal Infirmary and Forth Valley Royal were included. These two sites account for almost all inpatients that were eligible for the survey.

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

• I was not bothered by noise at night. (59%; +12%);
• I was able to get adequate pain relief when I needed it. (92%; +4%).

9.19 Compared to last year, there were no questions for which NHS Forth Valley patients were significantly less likely to report a positive experience.

Grampian

9.20 In NHS Grampian a total of 3,932 people responded to the survey (a 55% response rate) from twenty four NHS hospitals. This included one teaching hospital, one general and one long stay hospital, eighteen community hospitals and three other locations.

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

• In the Accident and Emergency Department (A&E), I was told how long I would have to wait. (53%; + 9%);
• Overall, how would you rate the care and treatment you received during your time in the Accident and Emergency Department (A&E)? (87%; +7%);
• The main ward or room I stayed in was clean. (94%; +2%);
• The bathrooms and toilets were clean. (90%; + 3%);
• Overall, how would you rate the hospital environment? (83%; + 3%);
• I got help with eating and drinking when I needed it. (71%; +4%);
• I got help with going to the bathroom or toilet when I needed it. (83%; +3%);
• There was enough time to talk to the nurses. (77%; + 2%);
• Nurses gave me clear explanations about any operations and procedures (e.g. what would happen, how I could expect to feel). (78%; +4%);
• I understood what my medicines were for. (96%; +2%);
• Overall, how would you rate the arrangements made for you leaving hospital? (77%; +3%).

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

• I was confident I could look after myself when I left hospital. (83%; - 2%).

Greater Glasgow and Clyde

9.23 In NHS Greater Glasgow and Clyde a total of 7,740 people responded to the survey (a 49% response rate) from thirteen NHS hospitals. This included four teaching and four large general hospitals, one general, three long stay hospitals and one other location.

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

• The main ward or room I stayed in was clean. (93%; + 1%);
• I understood what my medicines were for. (96%; + 2%);
• I understood how and when to take my medicines. (97%; + 1%).

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

• There were times I felt bothered or threatened by other patients or visitors. (80%; - 2%);
• I was told about any danger signals to watch for when I got home. (71%; - 2%).

Highland

9.26 In NHS Highland a total of 3,063 people responded to the survey (a 55% response rate) from twenty one NHS hospitals. This included one large general hospital, four general hospitals, five long stay and eleven community hospitals.

9.27 Compared to last year, NHS Highland patients were significantly more likely to report a positive experience in the following areas:

• Did the information you were given before attending hospital help you understand what would happen? (97%; +3%);
• I was not bothered by noise during the day. (75%; +3%);
• I was happy with the food and drink that I received. (78%; +2%);
• Overall, how would you rate the hospital environment? (90%; +2%);
• I got help with washing and dressing when I needed it. (86%; +3%);
• Doctors knew enough about my condition and treatment. (90%; +2%);
• Doctors did not talk in front of me as if I was not there. (84%; +2%);
• Nurses knew enough about my condition and treatment. (86%; +2%);
• Nurses talked in a way that helped me understand my condition and treatment. (86%; +3%);
• I understood what was happening to me. (92%; +1%).

9.28 Compared to last year, there were no questions for which NHS Highland patients were significantly less likely to report a positive experience.

Lanarkshire

9.29 In NHS Lanarkshire a total of 1,307 people responded to the survey (a 46% response rate) from eight NHS hospitals. This included three large general hospitals, four community hospitals and one other location.

9.30 Compared to last year, NHS Lanarkshire patients were significantly more likely to report a positive experience in the following areas:

• I was happy with the food and drink that I received. (55%; +7%);
• I understood what my medicines were for. (95%; +3%).

9.31 Compared to last year, NHS Lanarkshire patients were significantly less likely to report a positive experience in the following area:

• Doctors explained the risks and benefits of any treatment in a way I could understand. (84%; -3%).

Lothian

9.32 In NHS Lothian a total of 1,822 people responded to the survey (a 51% response rate) from eight NHS hospitals. This included two teaching hospitals, one large general hospital, four long stay hospitals and one other location.

9.33 The samples for NHS Lothian in the 2010 and 2011 surveys excluded patients who had an overnight stay of less than 24 hours. This year these patients have been included.

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

• I was not bothered by noise at night. (55%; +5%);
• I understood what my medicines were for. (96%; +2%).

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

• My religious and spiritual needs were respected. (53%; -5%);
• I was confident that any help I needed had been arranged for when I left hospital (73%; -4%).

Orkney

9.36 In NHS Orkney 146 people responded to the survey (a 57% response rate) from one general hospital.

9.37 Compared to last year, NHS Orkney patients were significantly more likely to report a positive experience in the following areas:

• I knew who was in charge of the ward. (69%; +13%);
• Overall, how would you rate the hospital environment? (94%; +8%);
• I got help with washing and dressing when I needed it. (92%; +10%);
• Doctors explained the risks and benefits of any treatment in a way I could understand. (95%; +13%);
• Doctors talked in a way that helped me understand my condition and treatment. (94%; +7%);
• Doctors gave me clear explanations about any operations and procedures (e.g. what would happen, how I could expect to feel). (95%; +8%);
• Doctors told me how my operation or procedure had gone in a way I could understand. (99%; +9%);
• Doctors listened to me if I had any questions or concerns. (99%; +5%);
• There was enough time to talk to the nurses. (83%; +10%).

9.38 Compared to last year, there were no questions for which NHS Orkney patients were significantly less likely to report a positive experience.

Shetland

9.39 In NHS Shetland a total of 278 people responded to the survey (a 49% response rate) from one general hospital.

9.40 Compared to last year, there were no questions for which NHS Shetland patients were significantly more likely to report a positive experience.

9.41 Compared to last year, NHS Shetland patients were significantly less likely to report a positive experience in the following area:

• If your hospital visit was planned in advance how did you feel about the length of time you waited to be admitted to hospital after being referred? (83%; - 13%).

Tayside

9.42 In NHS Tayside a total of 1,448 people responded to the survey (a 53% response rate) from thirteen NHS hospitals. This included one teaching and one large general hospital, two general and two long stay hospitals, and seven community hospitals.

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

• The bathrooms and toilets were clean. (88%; +4%);
• Doctors did not talk in front of me as if I was not there. (81%; +5%);
• Nurses introduced themselves to me. (88%; +4%);
• I understood how and when to take my medicines. (97%; +2%).

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

• Before moving wards, a member of staff explained what would happen. (79%; -6%);
• I was confident I could look after myself when I left hospital. (85%; -4%).

Western Isles

9.45 In NHS Western Isles a total of 347 people responded to the survey (a 52% response rate) from three NHS hospitals. This included one general hospital, one community hospital, and one other location.

9.46 Compared to last year, NHS Western Isles patients were significantly more likely to report a positive experience in the following area:

• I was happy with the food and drink that I received. (90%; + 5%).

9.47 Compared to last year, NHS Western Isles patients were significantly less likely to report a positive experience in the following areas:

• Doctors introduced themselves to me. (94%; -3%);
• My religious and spiritual needs were respected. (76%; -6%).

National Waiting Times Centre

9.48 At the National Waiting Times Centre a total of 1,032 people responded to the survey (a 75% response rate).

9.49 Compared to last year, there were no questions for which National Waiting Times Centre patients were significantly more likely to report a positive experience.

9.50 Compared to last year, National Waiting Times Centre patients were significantly less likely to report a positive experience in the following areas:

• Overall, how would you rate your care and treatment during your stay in hospital? (96%; - 2%);
• Doctors talked in a way that helped me understand my condition and treatment. (95%; - 2%);
• I was given help with arranging transport. (76%; - 6%);
• I understood what my medicines were for. (96%; - 2%);
• I trusted the people looking after me. (97%; - 2%);
• I was confident I could look after myself when I left hospital. (87%; - 3%).