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National Indicator: Healthcare Experience

up Improve the quality of healthcare experience

Indicator Measure
Average scores for inpatient survey questions relating to the quality of their healthcare experience

Current Status
The healthcare experience score is 82.8 for 2015/16. This is the highest the score has been since the indicator was introduced in 2009/10 and shows an increase of 4.5 from the 2009/10 figure of 78.3.

2009/10 to 2015/16

Source: Scottish Government, Inpatient Patient Experience Survey
The data for this chart is available at the bottom of the page.

Last Update: 30 August 2016
Next Update: August 2018

Improve the quality of healthcare experience

Why is this National Indicator important?
What will influence this National Indicator?
What is the Government's role?
How is Scotland performing?
What more do we know about this National Indicator?
Criteria for recent change
Further information
Who are our partners?
Related Strategic Objectives

Why is this National Indicator important?

A good healthcare experience lies at the heart of a high quality health service. It is also key to providing a service which is owned by both the people of Scotland and the staff which provide it. This mutually beneficial approach is a central theme in Better Health Better Care (December 2007) and now in the Healthcare Quality Strategy for NHSScotland (May 2010). Only when we consider a high quality healthcare experience as a key NHS issue can we ensure that services are responsive to the needs of the individuals who use them. It is hoped that this will be shown to improve outcomes for patients in the long term.

What will influence this National Indicator?

A number of factors have been identified as being key to a good healthcare experience. These include: caring and compassionate staff and service; clear communication and explanation about conditions and treatment; effective collaboration between clinicians, patients and others; a clean and safe care environment, continuity of care and clinical excellence. Work is already underway across Scotland to make improvements in these areas and will be further strengthened by the Healthcare Quality Strategy.

What is the Government's role?

The Scottish Government's Healthcare Quality Strategy for NHS Scotland has patient experience and improvement at its core. Scotland's Patient Experience Programme is focused on understanding the experience of patients across Scotland. It will help NHS boards and others identify the main areas for improvement and will provide advice and support to help them address these issues with the expectation that they continue to address inequalities in healthcare experience as identified by the national data analysis provided by the programme.

How is Scotland performing?

The healthcare experience score is 82.8 for 2015/16, an increase of 1.1 from 2013/14. This is the highest the score has been since introduced in 2009/10 and follows on from an increase in 2013/14 after three scores of relative stability.

The data is available at the bottom of the page.

What more do we know about this National Indicator?

Differences in the reporting of healthcare experience are seen across various groups. It is not clear if this reflects real differences in the quality of services received or if subjective factors, such as expectations, account for the differences.

Older patients tend to report more positive experiences of healthcare than younger people. The only group to show a statistically significant change in reported healthcare experience in 2011 was 45-54 year olds (+1.7).

Overall men report a more positive healthcare experience than women.

The data is available at the bottom of the page.

Criteria for recent change

This evaluation is based on: any difference within +/- 0.5 points of the previous year's figure suggests that the position is more likely to be maintaining than showing any change. An increase of 0.5 points or more suggests that the position is improving, whereas a decrease of 0.5 points or more suggests that the position is worsening.

Please note that this methodology for assessing performance will be subject to review in the future. As more data points become available it is expected that these will provide a clearer picture of variance in the figures and the thresholds may have to be revised appropriately. For more information please see the technical note.

Further Information

For information on general methodological approach, please click here.

Scotland Performs Technical Note

Who are our partners?

NHSScotland

Related Strategic Objectives

Healthier

Safer and Stronger

Wealthier and Fairer

View National Indicator Data

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Title:Improve the quality of healthcare experience
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