Health and Care Experience Survey 2013/14 Volume 1: National Results

Results from the 2013/14 Health and Care Experience Survey.

This document is part of a collection

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A National Statistics Publication for Scotland

ISBN 978 1 78412 509 7 (web only publication)
DPPAS 30470

This document is also available in pdf format (2.1MB)
The tables and charts is also available in excel format (218KB)
Please follow this link to access the questionnaire sent to patients:

1 Executive Summary
Experiences slightly less positive
Care and Treatment
Out of Hours Care
Social Care

2 Introduction and Background
Scottish Care Experience Survey Programme
Aims of the survey
Survey design
Survey fieldwork and response
Data analysis and reporting

3 Demographic and Health Information From Survey Respondents

4 GP Practices - Accessing Services
GP practices - getting to see or speak to someone
Phoning the GP practice
Two working day access to see a doctor or a nurse
Booking an appointment in advance
Preferred doctor
Opening hours of the GP practice
Overall arrangements to see a doctor or a nurse

5 GP Practices - The Reception and Wait to be Seen Within the Practice
Privacy in the reception area
Waiting to be seen after arriving at the GP practice

6 GP Practices - Consultations with Doctors and Nurses
Patient involvement in decisions around their care and treatment
Discussions on patient's ability to work

7 GP Practices - Medicines, Tests, Referrals and Mistakes
GP Practices - Tests arranged by the practice
GP Practice - referrals to another professional

8 GP Practice - Overall Questions
How patients are treated by staff
Overall experience
Top five and bottom five results
Top 5
Bottom 5
Changes since the 2011/12 survey

9 Variation in GP Practice Results
Overall rating of care
Access arrangements

10 Out of Hours Healthcare
Use of out-of-hours NHS services
Experience of out-of-hours healthcare
Differences between services

11 Outcomes From NHS Treatments
People's ability to do their usual activities
Pain or discomfort
Depression or anxiety
Quality Outcome Indicator

12 Results for NHS Boards
Overall results for NHS Boards
Overall access arrangements
Arrangements for getting to see other health and care services
HEAT standards - 48 hour access and advance access
Overall care provided by GP practices
Overall rating of care provided out of hours

13 Care Support and Help With Everyday Living
Use of care services
Experiences of Care services
The impact of quality of life on experiences

14 Experiences of Carers
Caring responsibilities
Characteristics of carers
Experiences of caring and impact on wellbeing
Influence of intensity of caring and experience

15 Person Centred Care
Consultation with GP medical staff
Out of Hours care
Social Care

Annex 1: Survey Questionnaire

Annex 2: Positive Scoring

A National Statistics Publication For Scotland


Figure 1: How often patients contacted their GP practice in the last 12 months for 2011/12 and 2013/14

Figure 2: Getting through on the phone in 2011/12 and 2013/14

Figure 3: How helpful was the person who answered the phone at the GP practice?

Figure 4: Booking an appointment with a doctor 3 or more working days in advance

Figure 5: Can patients see their preferred doctor at their GP practice?

Figure 6: Overall arrangements for getting to see a doctor in 2009/10, 2011/12 and 2013/14

Figure 7: Overall arrangements for getting to see a nurse

Figure 8: In the reception area, can other patients overhear what you say to the staff?

Figure 9: How helpful the patients found the receptionists

Figure 10: How patients felt about the time they usually had to wait after arriving at their GP practice in 2009/10, 2011/12 and 2013/14

Figure 11: Percentage of patients strongly agreeing/agreeing with statements regarding doctors and nurses

Figure 12: Overall rating of care provided by GP practice

Figure 13: Distribution of practice results for overall rating of care

Figure 14: Distribution of practice results for overall access arrangements

Figure 15: Service patients spoke or went to first when they tried to get help out of hours

Figure 16: Service patients ended up being treated by when they used out-of-hours services

Figure 17: Overall rating of out-of-hours care

Figure 18: The effect of treatment of patients' ability to do their usual activities

Figure 19: The effect of treatment on pain or discomfort

Figure 20: The effect of treatment on depression or anxiety

Figure 21: Did you get help from the services provided by, for example, the Council, NHS, voluntary organisations, or private agencies - including services you paid for?

Figure 22: Overall, how would you rate your help, care or support services


Table 1:Summary results of questions about doctors

Table 2: Summary results of questions about nurses

Table 3: How useful patients found a discussion about their ability to work

Table 4: Summary results of questions about medicines

Table 5: Summary results of questions about tests

Table 6: How are you treated by the staff at your GP practice*

Table 7: Top five results

Table 8: Bottom five results

Table 9: percentage of patients being treated by each service, by the service they spoke to first.

Table 10: Percentage of patients who approach each service that are ultimately treated by that service

Table 11: Summary results of out-of-hours services

Table 12: Percentage of patients responding positively to out-of-hours questions, by service they were ultimately treated by.

Table 13: Outcome Indicator by NHS Board

Table 14: Rating of overall arrangements for getting to see a doctor

Table 15: Rating of overall arrangements for getting to see a Nurse

Table 16: Overall rating of referral process

Table 17: Heat Standards

Table 18: Rating of overall care provided by GP practice

Table 19: Rating of overall Out-of- Hours care

Table 20: Support including type of support for everyday living

Table 21: Summary of results of experiences of social care services

Table 22: Breakdown of social care users positive scores by self-reported quality of life responses

Table 23: Caring responsibilities

Table 24: Distribution of number of hours of caring per week

Table 25: Characteristics of carers: age and gender

Table 26: summary of carers experience of caring

Table 27: breakdown of carers experiences by intensity of caring


Email: Andrew Paterson

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