Information

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


12 Results for NHS Boards

Overall results for NHS Boards

12.1 Individual reports for each board are available at:

http://www.healthcareexperienceresults.org/

12.2 More detailed results for NHS Boards are shown in a spreadsheet on the Scottish Government website at:

http://www.scotland.gov.uk/Topics/Statistics/Browse/Health/GPPatientExperienceSurvey/Survey1314

Overall access arrangements

12.3 Since the previous survey in 2011/12, there has been a decrease in the percentage of patients rating the overall arrangements for seeing doctors and nurses as good or excellent. This decrease has been seen across almost all NHS Boards (Table 14, Table 15) suggesting that any root cause of the drop may well be Scotland wide.

12.4 The percentage of patients rating the overall arrangements for getting to see doctors as good or excellent ranged from 67 per cent in NHS Lanarkshire and NHS Shetland to 96 per cent in NHS Orkney.

12.5 The percentage of patients rating the overall arrangements for getting to see nurses as good or excellent ranged from 77 per cent in NHS Lanarkshire to 98 per cent in NHS Orkney.

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

NHS Board

Positive responses %

Difference from 2011/12

Difference from Scotland

NHS Ayrshire & Arran

69

-3

-3

NHS Borders

72

-5

0

NHS Dumfries & Galloway

78

-3

6

NHS Fife

69

-1

-4

NHS Forth Valley

73

-2

1

NHS Grampian

68

-4

-4

NHS Greater Glasgow and Clyde

77

-2

5

NHS Highland

79

-2

7

NHS Lanarkshire

67

-3

-6

NHS Lothian

70

-4

-2

NHS Orkney

95

-1

23

NHS Shetland

68

-1

-5

NHS Tayside

74

-4

2

NHS Western Isles

79

-3

7

Scotland

72

-3

Note: Statistically significant differences are in bold

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

NHS Board

Positive responses %

Difference from 2011/12

Difference from Scotland

NHS Ayrshire & Arran

81

-3

-1

NHS Borders

82

-3

1

NHS Dumfries & Galloway

88

-1

7

NHS Fife

80

-1

-2

NHS Forth Valley

79

-2

-2

NHS Grampian

81

-2

-1

NHS Greater Glasgow and Clyde

83

-2

1

NHS Highland

86

-3

4

NHS Lanarkshire

77

-3

-5

NHS Lothian

80

-3

-1

NHS Orkney

98

2

17

NHS Shetland

84

-1

2

NHS Tayside

85

-1

3

NHS Western Isles

91

-2

10

Scotland

82

-2

Note: Statistically significant differences are in bold

Arrangements for getting to see other health and care services

12.6 The percentage of patients rating the overall arrangements for getting to see other health or care services ranged from 73 per cent in NHS Grampian to 87 per cent in NHS Orkney. The question wording has been revised since the previous survey to include social care services and the previous results are presented for information (Table 16).

Table 16: Overall rating of referral process

NHS Board

Positive responses 2013/14 (%)

Positive responses 2011/12 (%)

Difference from Scotland 2013/14

NHS Ayrshire & Arran

76

77

-3

NHS Borders

79

81

1

NHS Dumfries & Galloway

82

82

3

NHS Fife

78

78

0

NHS Forth Valley

75

75

-3

NHS Grampian

75

73

-3

NHS Greater Glasgow and Clyde

80

77

2

NHS Highland

78

81

0

NHS Lanarkshire

77

73

-1

NHS Lothian

78

74

-1

NHS Orkney

90

87

12

NHS Shetland

79

75

1

NHS Tayside

82

81

4

NHS Western Isles

82

83

3

Scotland

78

76

Note: Statistically significant differences in bold

HEAT standards - 48 hour access and advance access

12.7 Every NHS Board in Scotland is required to meet a HEAT[16] standard that monitors the percentage of patients able to obtain access within two working days and book an appointment in advance to an appropriate healthcare professional. GP practices are expected to provide reasonable appropriate access for their patients as part of their services. The results for 48 hour and advance access HEAT standards are shown in Table 17. More information on the 48 hour HEAT standard is available at:

http://www.scotland.gov.uk/About/Performance/scotPerforms/partnerstories/NHSScotlandperformance/GPAccessStandard

12.8 For the 48 hour standard only one board, NHS Lanarkshire, was below the 90% standard, and their figure was 89.9%. The highest score was NHS Orkney with 97.1 per cent.

12.9 With regards to advance booking, only NHS Orkney achieved the 90% standard.

Table 17: Heat Standards

48 hour access

Advance access

NHS Board*

2013/14

2011/12

2013/14

2011/12

NHS Ayrshire & Arran

91.6

92.5

76.8

77.6

NHS Borders

92.4

94.0

85.0

85.2

NHS Dumfries & Galloway

95.4

96.0

84.2

87.2

NHS Fife

91.1

89.3

78.8

79.6

NHS Forth Valley

91.6

91.8

80.6

82.5

NHS Grampian

91.0

92.0

79.9

83.4

NHS Greater Glasgow & Clyde

93.0

93.4

79.2

80.5

NHS Highland

94.8

95.2

84.3

86.6

NHS Lanarkshire

89.9

90.3

72.0

70.5

NHS Lothian

92.4

91.8

76.7

80.0

NHS Orkney

97.1

99.4

97.6

98.4

NHS Shetland

93.5

97.5

73.2

61.7

NHS Tayside

95.0

94.9

72.9

72.7

NHS Western Isles

96.2

97.2

86.7

89.1

NHS Scotland

92.4

92.6

78.1

79.6

Overall care provided by GP practices

12.10 The decrease nationally in the percentage of patients rating the overall care provided by their GP surgery positively can also be seen in the scores for NHS Boards (Table 18). The percentage of patients rating the overall care provided by their GP surgery as good or excellent ranged from 83 per cent in NHS Shetland to 97 per cent in NHS Orkney.

Table 18: Rating of overall care provided by GP practice

NHS Board

Positive responses %

Difference from 2011/12

Difference from Scotland

NHS Ayrshire & Arran

87

-1

0

NHS Borders

90

0

3

NHS Dumfries & Galloway

90

-2

3

NHS Fife

86

0

-1

NHS Forth Valley

87

-1

1

NHS Grampian

85

-4

-1

NHS Greater Glasgow and Clyde

89

-1

2

NHS Highland

89

-2

2

NHS Lanarkshire

83

-2

-4

NHS Lothian

85

-3

-2

NHS Orkney

97

1

11

NHS Shetland

82

-2

-5

NHS Tayside

89

-2

2

NHS Western Isles

90

-3

3

Scotland

87

-2

Overall rating of care provided out of hours

12.11 The percentage of patients rating the care provided out of hours as good or excellent ranged from 67 per cent in NHS Fife and NHS Forth Valley to 76 per cent in NHS Shetland (Table 19).

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

NHS Board

Positive responses %

Difference from 2011/12

Difference from Scotland

NHS Ayrshire & Arran

70

-3

0

NHS Borders

72

4

1

NHS Dumfries & Galloway

69

1

-2

NHS Fife

67

-4

-4

NHS Forth Valley

67

0

-4

NHS Grampian

70

-4

-1

NHS Greater Glasgow and Clyde

73

0

2

NHS Highland

73

-2

2

NHS Lanarkshire

68

-2

-3

NHS Lothian

73

-2

2

NHS Orkney

74

5

3

NHS Shetland

76

6

5

NHS Tayside

71

0

0

NHS Western Isles

68

1

-3

Scotland

71

-1

Notes: Statistically significant differences are in bold

Contact

Email: Andrew Paterson

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