Health and Care Experience Survey 2013/14 Volume 1: National Results
Results from the 2013/14 Health and Care Experience Survey.
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Annex 2: Positive Scoring
The table below shows which answers were classed as positive and which were classed as negative. The "Percent Positive Text" column shows how each question was rewritten for the Health and Care Survey report.
Answers such as "neither agree nor disagree" and "fair" were treated as neutral. Other answers such as "can't remember / don't know" and "not relevant" were excluded from the analysis.
| 2013/14 Question Number |
Question Text |
Percent Positive Text |
High Positive |
Low Positive |
Negative |
|---|---|---|---|---|---|
| Q3 |
Thinking of the last time you contacted this GP practice by phone, how easy was it for you to get through? |
It is easy to get through on the phone |
Very easy |
Fairly easy |
Not easy |
| Q4 |
The last time you phoned the GP |
Person answering the phone is helpful |
Very helpful |
Fairly helpful |
Not very helpful; Not at all helpful |
| Q5 |
The last time you needed to see or speak |
Can see or speak to a doctor or nurse within 2 working days |
I saw or spoke to a doctor or nurse on the |
I saw or spoke to a doctor or nurse within |
I waited more than 2 working days to see |
| Q7 |
If you ask to make an appointment with |
Able to book a doctors appointment 3 or more working days in advance |
N/A |
Yes |
No |
| Q8 |
When you arrange to see a doctor at your |
Can usually see preferred doctor |
N/A |
Yes; I don't have a doctor I prefer to see |
No |
| Q9a |
Overall how would you rate the |
Overall arrangements for getting to see a doctor |
Excellent |
Good |
Poor; Very poor |
| Q9b |
Overall how would you rate the |
Overall arrangements for getting to see a nurse |
Excellent |
Good |
Poor; Very poor |
| Q11 |
Thinking about the last time your GP |
Arrangements for getting to see other health and care services |
Excellent |
Good |
Poor; Very poor |
| Q13 |
How helpful do you find the receptionists |
The receptionists are helpful |
Very helpful |
Fairly helpful |
Not very helpful; Not at all helpful |
| Q14 |
How do you feel about how long you |
Time waiting to be seen at GP practice |
N/A |
It is reasonable |
It is too long |
| Q15b |
Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? The doctor listened to me |
Doctors listen to patients |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q15c |
Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? I felt that the doctor had all the information needed to treat me |
Patients feel that doctors have all the information they need to treat them |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q15d |
Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? The doctor took account of the things that matter to me |
Doctors take account of the things that matter to patients |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q15e |
Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? The doctor talked in a way that helped me understand my condition and treatment |
Doctors talk in a way that helps patients to understand their condition and treatment |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q15f |
Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? I felt confident in the doctor's ability to treat me |
Patients have confidence in doctors' ability to treat them |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q15g |
Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? I had enough time with the doctor |
Patients have enough time with doctors |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q16b |
Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? The nurse listened to me |
Nurses listen to patients |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q16c |
Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? I felt that the nurse had all the information needed to treat me |
Patients feel that nurses have all the information they need to treat them |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q16d |
Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? The nurse took account of the things that matter to me |
Nurses take account of the things that matter to patients |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q16e |
Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? The nurse talked in a way that helped me understand my condition and treatment |
Nurses talk in a way that helps patients to understand their condition and treatment |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q16f |
Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? I felt confident in the nurse's ability to treat me |
Patients have confidence in nurses' ability to treat them |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q16g |
Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? I had enough time with the nurse |
Patients have enough time with nurses |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q17 |
Are you involved as much as you want to be in decisions about your care and treatment? |
Patients are involved as much as they want to be in decisions about their care and treatment |
N/A |
Yes, definitely |
No, and I would like to be |
| Q19 |
The last time this happened, did they have |
Discussions about ability to work or get work |
N/A |
Yes, and it was useful |
No, but I would have found it useful |
| Q21a |
Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: It was explained to me why a test was needed |
It is explained to patients why they need a test |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q21b |
Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: I was satisfied with the length of time I waited for my test results |
Patients are satisfied with the length of time they wait for results |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q21c |
Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: I was satisfied with the way that I received the result |
Patients are satisfied with the way they receive results |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q21d |
Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: The results of the test were explained to me in a way I could understand |
Test results are explained to patients in a way they can understand |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q23a |
Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: It was easy enough for me to get my medicines |
Patients find it easy enough for them to get their medicines |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q23b |
Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I knew enough about what my medicines were for |
Patients know enough about what their medicines are for |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q23c |
Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I knew enough about how and when to take my medicines |
Patients know enough about how and when to take their medicines |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q23d |
Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I knew enough about possible side effects of my medicines |
Patients know enough about side effects of medicines |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q23e |
Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I would know what to do if I had any problems with my medicines |
Patients know what to do if they have any problems with their medicines |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q23f |
Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I took my prescription as I was supposed to |
Patients take their prescription as they are supposed to |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q24 |
In the past year do you believe a mistake |
Patients believe a mistake was made in their treatment or care by their GP practice |
N/A |
No |
Yes |
| Q25 |
Were you satisfied with how it was dealt |
Overall rating of how mistakes are dealt with |
N/A |
Yes, completely |
No |
| Q26a |
How much do you agree or disagree with each of the following about how you are treated by the staff at your GP practice? I am treated with respect |
Patients are treated with respect |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q26b |
How much do you agree or disagree with each of the following about how you are treated by the staff at your GP practice? I am treated with compassion and understanding |
Patients are treated with compassion and understanding |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q27 |
Overall, how would you rate the care provided by your GP practice? |
Rating of overall care provided by GP practice |
Excellent |
Good |
Poor; Very poor |
| Q31a |
Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? The time I waited was reasonable |
The time patients wait for out of hours services is reasonable |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q31b |
Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt that the person had all the information needed to treat me |
Patients feel that people have all the information they need to treat them |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q31c |
Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt I was listened to |
Patients feel that they are listened to |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q31d |
Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? Things were explained to me in a way I could understand |
Things are explained to patients in a way they can understand |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q31e |
Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt that I got the right treatment or advice |
Patients feel they get the right treatment or advice |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q31f |
Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt that people took account of |
Patients feel that people take account of the things that matter to them |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q32 |
Overall, how would you rate the care you experienced out of hours? |
Rating of overall care provided out of hours |
Excellent |
Good |
Poor; Very poor |
| Q36a |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? People took account of the things that matter to me |
People take account of the things that matter to service users |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q36b |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I had a say in how my help, care or support was provided |
Service users have a say in how their help, care or support is provided |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q36c |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I was treated with respect |
Service users are treated with respect |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q36d |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I was treated with compassion and understanding |
Service users are treated with compassion and understanding |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q36e |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? My health and care services seemed to be well coordinated |
Service users' health and care services seem to be well coordinated |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q36f |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I was supported to live as independently as possible |
Service users are supported to live as independently as possible |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q36g |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I felt safe |
Service users feel safe |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q36h |
How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? The help, care or support improved or maintained my quality of life |
The help, care or support improves service users' quality of life |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q37 |
Overall, how would you rate your help, care or support services? |
Rating of overall help, care or support services |
Excellent |
Good |
Poor; Very poor |
| Q45a |
How much do you agree or disagree with the following about how you feel as a carer most of the time? I have a good balance between caring and other things in my life |
Carers have a good balance between caring and other things in their life |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q45b |
How much do you agree or disagree with the following about how you feel as a carer most of the time? I am still able to spend enough time with people I want to spend time with |
Carers are still able to spend enough time with people they want to spend time |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q45c |
How much do you agree or disagree with the following about how you feel as a carer most of the time? Caring has had a negative impact on my health and wellbeing |
Caring has had a negative impact on carers' health and wellbeing |
Strongly disagree |
Disagree |
Agree; Strongly agree |
| Q45d |
How much do you agree or disagree with the following about how you feel as a carer most of the time? I have a say in services provided for the person I look after |
Carers have a say in the services provided for the person they look after |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q45e |
How much do you agree or disagree with the following about how you feel as a carer most of the time? Services are well coordinated for the person(s) I look after |
Services are well coordinated for the people carers look after |
Strongly |
Agree |
Disagree; Strongly disagree |
| Q45f |
How much do you agree or disagree with the following about how you feel as a carer most of the time? I feel supported to continue caring |
Carers feels supported to continue caring |
Strongly |
Agree |
Disagree; Strongly disagree |
Contact
Email: Andrew Paterson
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