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Better Together: Scotland's Patient Experience Programme: Building on the Experiences of NHS Patients and Users

DescriptionThis report qualitatively examines the aspects of their health care that Scottish patients view as being important. The research includes the views of hospital inpatients, people with a long-term health condition and the views of people about general practice services. The results of this research will be used to help design a range of instruments which will gather patient’s experiences of healthcare as inpatients, users of GP services and people with long-term conditions.
Official Print Publication DateNovember 2008
Website Publication DateNovember 26, 2008


Stephen Bruster, Patient Perspective
Scottish Government Social Research

ISSN 0950 2254

ISBN 978 0 7559 7312 5 (Web only publication)

This document is also available in pdf format (712k)


Executive summary

Chapter one:Introduction

Chapter two:Method
Focus group coverage
Recruiting patients
Focus group methods

Chapter three:Results
Access to systems and staff
Environment and facilities
Good communication and information
Expert clinical care
Continuity and coordination of care
Other issues
Ranking Issues Exercise

Chapter Four:Conclusions

ANNEX I: Posters used to recruit patients

ANNEX II: Consent Form

ANNEX III: Topic Guide, Inpatients

ANNEX IV: Topic Guide, Long Term Conditions

ANNEX V: Topic Guide, GP Services

ANNEX VI: Topic Guide, Religion/faith

ANNEX VII: Topic Guide, GP Services ( BME/ethnicity Group)

ANNEX VIII: Topic Guide, LGBT Interviews

List of tables and figures
Table 2.1 General focus group location and topics
Table 3.1 Most important and least important items for inpatients
Table 3.2 Most important and least important items for people with a long-term condition
Table 3.3 Most important and least important items GP services

The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.

This report is available on the Scottish Government Social Research website only