Health - redesign of urgent care: evaluation - technical report

11 Patient Survey - Questionnaire

Introduction

This survey is about your recent call to NHS 24 111 and any further urgent care services you contacted or accessed (such as an A&E Department or a Minor Injuries Unit). We want to make sure that our urgent care system is as good as possible, and we would appreciate your help to do this.

What you tell us is confidential and taking part is voluntary.

If you agree to take part in the survey, please complete the questionnaire and send it back in the FREEPOST envelope provided (no stamp required). The questionnaire should take around 15 minutes to complete.

• For each question please cross x clearly inside one box using a blue or black pen.
• For some questions you may need to cross more than one box.
• You may not need to answer every question - some will not apply to you.
• If you make a mistake, just fill in the box and put a cross x in the correct box.
• If you cannot answer a question, or do not want to answer it, just leave it blank and go to the next question.

Please do not write your name or address anywhere on the questionnaire.

Need more help?

Please call the survey helpline on 08000 1303 538 [9am-5pm, Monday to Friday] or email RUC@picker.org

About your call to NHS 24 111

Please think about the most recent call you made to NHS 24 111

Q1. Thinking back before you made the call, how did you learn about contacting NHS 24 111 when you needed urgent care? Cross ALL that apply.

1. Leaflet or television advert

2. Social media (Facebook, YouTube Instagram)

3. NHS Inform online service

4. Another website

5. Friend / relative

6. A health professional (e.g. General Practice / health visitor / pharmacist)

7. Health service telephone message

8. Don’t know / Can’t remember

9. Other (please write in)

Q2. Was NHS 24 111 the first service you contacted for help?

1. Yes Go to Question 3

2. No Go to Question 4

Q3. What was the MAIN reason you called NHS 24 111 rather than contacting or going to another urgent care service (such as A&E or Minor Injuries Unit)? Cross ONE only.

1. I thought that NHS 24 111 would be the easiest service to access

2. I thought that NHS 24 111 was the most suitable service for this health concern

3. I needed help out-of-hours

4. I heard that NHS 24 111 should be contacted first to access urgent care when it’s not an emergency

5. My General Practice is often too busy to get a same-day appointment

6. I am not registered with a General Practice

7. I thought it would take too long to be seen at A&E or a Minor Injuries Unit

8. I wanted to have a booked appointment at A&E or at a Minor Injuries Unit

9. Don’t know / can’t remember

10. Other (please write in)

NOW GO TO QUESTION 6

Q4. Before calling NHS 24 111, where did you go, or who did you contact, for help? Cross ALL that apply.

1. 999 Ambulance Service

2. Accident and Emergency (A&E) department

3. Minor Injuries Unit

4. General Practice

5. Pharmacist/chemist

6. Mental Health Services

7. Another health professional (such as a midwife/ health visitor/ dentist or optician)

8. NHS Inform online service

9. Another online health website

10. Another service

Q5. What was the MAIN reason for calling NHS 24 111 following your contact with the service(s) above? Cross ONE only.

1. The service(s) referred me to NHS 24 111 or advised me to call 111

2. My General Practice is often too busy to get a same-day appointment

3. I am not registered with a General Practice

4. I thought it would take too long to be seen at A&E or a Minor Injuries Unit

5. My condition got worse

6. I wasn’t satisfied with the help I received

7. A different reason

Q6. Before your most recent call, had you previously contacted NHS 24 111 about the same health concern or something related to it?

1. Yes, within the same 24 hours

2. Yes, within the previous week

3. Yes, between one week and one month earlier

4. Yes, more than a month earlier

5. No

6. Don’t know / can’t remember

Q7. How do you feel about the length of time you waited before speaking to someone?

1. I did not have to wait

2. I had to wait, but not for long

3. I had to wait a bit too long

4. I had to wait much too long

5. Don’t know / can’t remember

Q8a. Thinking about the person that you spoke with, did they listen carefully to what you had to say?

1. Yes, definitely

2. Yes, to some extent

3. No

Q8b. Thinking about the person that you spoke with, did they answer your questions in a way you could understand?

1. Yes, definitely

2. Yes, to some extent

3. No

Q9. Did you have confidence and trust in the person that you spoke with?

1. Yes, definitely

2. Yes, to some extent

3. No

4. Don’t know/Can’t remember

Q10. At the end of the call, what action or advice did you receive from NHS 24 111?

1. An ambulance was sent out

2. My call was transferred to 999

3. I was advised to go to an A&E Department

4. I was told I would get a call back

5. My call was transferred to an out of hours service

6. I was given advice on how to look after the health concern myself (such as accessing NHS Inform)

7. I was advised to contact my General Practice

8. I was advised to contact a pharmacist

9. I was advised to contact another health professional (such as a dentist /optician / midwife)

10. Other

11. Don’t know / can’t remember

Q11. Did you agree with the action or advice given by NHS 24 111?

1. Yes, definitely

2. Yes, to some extent

3. No

Q12. Did you follow the action or advice given by NHS 24 111?

1. Yes, all of it Go to Question 14

2. Yes, some of it Go to Question 13

3. No Go to Question 13

4. Don’t know/Can’t remember Go to Question 14

Q13. If you did not follow all, or any, of the advice, why was this?

1. I did not agree with the advice / I thought the advice was wrong

2. My condition changed (improved or worsened)

3. I did not understand the advice

4. I tried to follow the advice, but it did not work

5. I was unable to follow the advice

6. Other

Your Experience of a Call Back

Q14. After your call to NHS 24 111, did a healthcare professional call you back to discuss your health concern? (This would have been a phone/video consultation).

5. Yes, I received a call back Go to Question 17

6. No, but I was expecting to be called back Go to Question 15

7. No, I contacted/visited another urgent car service before I received a call back Go to Question 16

8. No, but I was not expecting to be called back Go to Question 23

Q15. When you did not receive a call back, what did you do next?

1. I called 999 Ambulance Service Go to Question 23

2. I called NHS 24 111 Go to Question 23

3. I went to an A&E Department Go to Question 23

4. I went to a Minor Injuries Unit Go to Question 23

5. I contacted my General Practice Go to Question 23

6. I contacted another health professional (such as a dentist/optician/midwife) Go to Question 23

7. I contacted a pharmacist/chemist Go to Question 23

8. Nothing, I did not contact any other service Go to Question 30

Q16. What was the MAIN reason for contacting or attending another service before a health professional called you back? Cross ONE only.

1. It was taking too long for someone to call me back Go to Question 23

2. My condition changed (improved or worsened) Go to Question 23

3. A different reason Go to Question 23

Q17. How do you feel about the length of time you waited after calling NHS 24 111 before a health professional called you back?

1. I did not have to wait

2. I had to wait, but not for long

3. I had to wait a bit too long

4. I had to wait much too long

5. Don’t know / can’t remember

Q18a. Thinking about the person that you spoke with, did they seem like the right person to speak to?

1. Yes, definitely

2. Yes, to some extent

3. No

Q18b. Thinking about the person that you spoke with, did they listen carefully to what you had to say?

1. Yes, definitely

2. Yes, to some extent

3. No

Q18c. Thinking about the person that you spoke with, did they involve you as much as you wanted to be in decisions about your care?

1. Yes, definitely

2. Yes, to some extent

3. No

Q18d. Thinking about the person that you spoke with, did they answer your questions in a way you could understand?

1. Yes, definitely

2. Yes, to some extent

3. No

Q19. At the end of the phone / video consultation, what action or advice did you receive?

1. An ambulance was sent out

2. My call was transferred to 999

3. I was advised to go to an A&E Department/ an appointment was booked at A&E

4. An appointment was booked at a Minor Injuries Unit I was advised to go to a Minor Injuries Unit, but an appointment was not booked

5. My call was transferred to an out of hours service

6. I was advised a healthcare professional such as a doctor or nurse would be sent to me

7. An appointment was booked at an outpatient clinic (such as dame day emergency care or ambulatory care)

8. I was given advice on how to look after the health concern myself (such as accessing NHS Inform)

9. I was advised to contact my General Practice

10. I was advised to contact a pharmacist

11. Other

Q20. Did the health professional take your personal circumstances into account when giving you this action or advice? (such as the timing of an appointment or if you would be able to get to the advised location)

1. Yes, definitely

2. Yes, to some extent

3. No

4. This was not necessary

Q21. Did you follow the advice given by health professional on the phone/video consultation?

1. Yes, all of it Go to Question 23

2. Yes, some of it Go to Question 22

3. No Go to Question 22

4. Don’t know/Can’t remember Go to Question 23

Q22. If you did not follow all, or any, of the advice, why was this?

1. I did not agree with the advice / I thought the advice was wrong

2. My condition changed (improved or worsened)

3. I did not understand the advice

4. I tried to follow the advice, but it did not work

5. I was unable to follow the advice

6. Other

A&E/Minor Injuries Unit

Still thinking about the health concern you most recently called NHS 24 111 about…

Q23. Did you go to an Accident and Emergency (A&E) Department or a Minor Injuries Unit? (If you went to both, please think about the first one you went to).

1. Yes, an A&E Department Go to Question 24

2. Yes, A Minor Injuries Unit Go to Question 24

3. No, I did not go to an A&E or a Minor Injuries Unit Go to Question 27

Q24. What was the MAIN reason for attending this service? Cross ONE only.

1. An ambulance took me there

2. An appointment was booked for me

3. I was advised to go to an A&E or Minor Injuries Uni

4. I was told I would receive a call back, but it took too long so I decided to go to A&E or Minor Injuries Unit

5. I was not satisfied with the help I had already received

6. My General Practice is often too busy to get a same-day appointment

7. I am not registered with a General Practice

8. My condition got worse

9. A different reason

Q25. How do you feel about the length of time you waited to be seen?

1. I did not have to wait

2. I had to wait, but not for long

3. I had to wait a bit too long

4. I had to wait much too long

5. Don’t know / can’t remember

Q26. Overall, how long did your visit to A&E or the Minor Injuries Unit last?

1. Up to 1 hour

2. More than 1 hour but no more than 2 hours

3. More than 2 hours but no more than 4 hours

4. More than 4 hours but no more than 6 hours

5. More than 6 hours but no more than 10 hours

6. More than 10 hours

7. Don’t know / can’t remember

Other urgent care services

Q27. Did you have contact with any other health professional or service after calling 111? (If you contacted more than one service, please think about the first one)

1. Yes, the 999 Ambulance Service Go to Question 28

2. Yes, an out - of-hours Primary Care appointment Go to Question 28

3. Yes, a General Practice appointment in working hours Go to Question 28

4. Yes, a pharmacist Go to Question 28

5. Yes, mental health services Go to Question 28

6. Yes, a midwife/health visitor Go to Question 2

7. Yes, a dentist Go to Question 28

8. Yes, an optician Go to Question 28

9. Yes, another health professional Go to Question 28

10. No, I did not contact any other health professional Go to Question 30

Q28. What was your MAIN reason for contact with this service or health professional? Cross ONE only.

1. I was referred to this service or an appointment was booked for me

2. I was advised to contact this healthcare professional or service

3. I was not satisfied with the help I had already received

4. I wanted another opinion

5. I am not registered with a General Practice

6. My health concern changed (worsened or improved)

7. My health concern changed (worsened or improved)

Q29. Did you get the help you needed for your health concern from this service or health professional?

1. Yes, definitely

2. Yes, to some extent

3. No

4. Don’t know/Can’t remember

Overall experience

Q30. How do you feel about the number of different services or people you contacted, to get the most appropriate care or advice for your health concern?

1. It was too many

2. It was about right

3. It was too few

4. Don’t know / can’t remember

Q31. If you had contact with more than one urgent care service, did the different services work well together?

1. Yes, definitely

2. Yes, to some extent

3. No

4. I only had contact with one service

Q32. Overall, how do you feel about the length of time it took to get the most appropriate urgent care or advice for your health concern?

1. It took too long

2. It was about right

3. It was quicker than expected

4. Not sure

Q33. Thinking about your contact with urgent care services from start to finish, overall…(please circle a number)

Q34. How would you rate your health now as a result of accessing urgent care services?

1. Much better

2. A little better

3. The same

4. A little worse

5. Much worse

Q35. If you had the same health concern at the same time of day or night in the future, would you call NHS 24 111 to access urgent care?

1. Yes, definitely

2. Yes, maybe

3. No

4. Don’t know

5. Not applicable (e.g. I would feel confident about what to do myself or I have been told to access another service directly)

Q36. During the seven days AFTER the call was made to NHS 24 111 did you have further contact with any health service for the same health concern?

1. Yes Go to Question 37

2. No Go to Question 38

Q37. Which healthcare professional(s) or service(s) did you contact? Cross ALL that apply.

1. 999 Ambulance Service

2. NHS 24 111

3. A&E Department

4. Minor Injuries Unit

5. General Practice in working hours

6. Primary Care out of hours service

7. Outpatient Clinic (such as same day emergency care or ambulatory care)

8. Pharmacist/chemist

9. Mental Health Services

10. Other health professional (such as midwife/Health visitor/dentist /optician)

11. Other

Your views on urgent care services

Q38. Across Scotland, various factors can be used to measure the success of urgent care services. We are interested in your opinion on which are the most important.

Please rank these factors from most important to least important (where 1 is most important and 4 is least important to you):

1. People living longer due to urgent care service

2. People having easier access to urgent care services

3. More people from disadvantaged backgrounds (e.g. from low-income households) access urgent care services when needed

4. Less income tax (£) per year that every taxpayer needs to pay to cover the costs of urgent care services

About you

So we can understand how urgent care services work for different people, these questions ask about the person who contacted NHS 24 111. If you called 111 on behalf of someone else, please provide their details.

Q39. What was your age last birthday?

Prefer not to say

Q40. What is your sex?

1. Female

2. Male

3. Prefer not to say

Q41. Do you consider yourself to be trans or have a trans history?

This question is voluntary. Only answer if you are aged 16 or over. Trans is a term used to describe people whose gender is not the same as the sex they were registered at birth. Cross ONE box only.

No

Yes, please describe your trans status (for example, non-binary, trans man, trans woman)

Q42. In general, how would you describe your health?

1. Very good

2. Good

3. Fair

4. Bad

5. Very bad

Q43. What is your ethnic group?

Choose one section from A to F then cross ONE box which best describes your ethnic group or background.

A. White

Scottish

Other British

Irish

Polish

Gypsy/Traveller

Roma

Showman/Showwoman

Other white ethnic group, please write in

B. Mixed or multiple ethnic groups

Any mixed or multiple ethnic groups, please write in

C. Asian, Scottish Asian or British Asian

Pakistani, Scottish Pakistani or British Pakistani

Indian, Scottish Indian or British Indian

Bangladeshi, Scottish Bangladeshi or British Bangladeshi

Chinese, Scottish Chinese, or British Chinese

Other, please write in

D. African, Scottish African or British African

Please write in (for example, Nigerian, Somali)

E. Caribbean or Black

Please write in (for example, Scottish Caribbean, Black Scottish)

F . Other ethnic group

Arab, Scottish Arab or British Arab

Other, please write in (for example, Sikh, Jewish)

G.

Prefer not to say

Q44. Do you have any physical or mental health conditions or illnesses lasting or expected to last 12 months or more?

1. Yes

2. No

3. Don’t know

4. Prefer not to say

Q45. What is the highest level of educational or school qualification that you have obtained?

1. No qualifications

2. Level 1: O grade, standard grade, National 3,4 or 5, Intermediate 1 or 2 or equivalent (SVQ level 1 or 2)

3. Level 2: Higher, A level, Advanced Higher or equivalent (SVQ level 3)

4. Level 3: HNC/HND or equivalent (SVQ level 4)

5. Level 4: Degree or professional qualification (SVQ level 5)

6. Postgraduate qualification (eg Master, PhD, or equivalent)

7. Prefer not to say

8. Not applicable – 111 call was for a child

Thank you!

Please post this questionnaire back in the FREEPOST envelope provided.

No stamp is needed.