Information

Health and social care staff experience survey 2022

Independent report by Webropol providing detailed information and analysis of staff experience in health and social care across Scotland during 2022


Appendix 7: Response Volumes by Method

Response Data by Survey Method Online Surveys Paper Surveys SMS Invitations
Online Surveys Volume issued Usable Responses Response Rate Volume issued Usable Responses Response Rate Volume issued Usable Responses Response Rate
2017 141,990 96,631 68% 30,597 11,599 38%
2018 149,557 95,693 64% 28,062 8,561 31%
2019 153,989 102,099 66% 25,464 9,413 37%
2021 171,801 102,514 60% 18,965 3,842 20% 3,676 1,810 49%
2022 177,197 104,216 59% 15,516 3,047 20% 7,059 2,987 42%

Online Response Rate

The 2022 online response rate of 59% is 1 pp below the 2021 level.

The volume of online surveys issued in 2022 was 5,396 higher than in 2021. Despite the lower response rate the total volume of online responses in 2022 was higher by 1,702.

Paper Response Rate

The paper response rate has always been lower than the online response rate. Following the considerable decline seen in 2021 the paper response rate has stayed at 20% for 2022, having been at 37% in 2019. Overall, the volume of paper surveys issued has reduced by 3,449 from 2021. Of the 16 Boards using paper surveys, all but one have reduced the number issued.

SMS Response Rate

SMS survey invitations were initially successfully piloted in the West Dunbartonshire H & SCP (NHS Greater Glasgow and Clyde) during iMatter 2019. The process was then adopted by 11 Boards in the 2020 Everyone Matters Pulse Survey (3,847 invitations sent, 905 responses and response rate of 24%). In iMatter 2021, a similar volume of invites to 2020 were sent, though the response rate was considerably higher.

In 2022 almost twice as many invitations have been sent. The response rate of 42% is 7 pps lower than 2021. The growth in volume sent is driven primarily by NHS Greater Glasgow and Clyde who issued 2,850 more SMS invites this year, while reducing the volume of paper surveys by 739.

Note: Some numbers have been suppressed to protect staff anonymity.

Sent surveys Responses Response rates
Email Paper SMS Total Email Paper SMS Total Email Paper SMS Total
NHS Scotland 177,197 15,516 7,059 199,772 104,216 3,047 2,987 110,250 59% 20% 42% 55%
Healthcare Improvement Scotland 618 0 0 618 564 0 0 564 91% 0% 0% 91%
NHS 24 1793 0 0 1,793 1,159 0 0 1,159 65% 0% 0% 65%
NHS Ayrshire & Arran 12,795 1,348 412 14,555 7,199 295 207 7,701 56% 22% 50% 53%
NHS Borders 3,454 429 88 3,971 1,881 121 48 2,050 54% 28% 55% 52%
NHS Dumfries & Galloway 4,126 54 327 4,507 2,529 10 149 2,688 61% 19% 46% 60%
NHS Education for Scotland 1,076 0 0 1,076 948 0 0 948 88% 0% 0% 88%
NHS Fife 10,998 650 214 11,862 6,893 142 99 7,134 63% 22% 46% 60%
NHS Forth Valley 6,905 310 117 7,332 3,980 66 56 4,102 58% 21% 48% 56%
NHS Golden Jubilee 1,836 134 26 1,996 1,140 55 15 1,210 62% 41% 58% 61%
NHS Grampian 17,218 1,064 79 18,361 10,243 214 40 10,497 59% 20% 51% 57%
NHS Greater Glasgow & Clyde 39,081 5,164 4,054 48,299 22,765 758 1,484 25,007 58% 15% 37% 52%
NHS Highland 10,024 767 120 10,911 4,929 104 42 5,075 49% 14% 35% 47%
NHS Lanarkshire 11,979 1,587 283 13,849 7,042 450 152 7,644 59% 28% 54% 55%
NHS Lothian 24,962 3,010 576 28,548 14,275 713 294 15,282 57% 24% 51% 54%
NHS National Services Scotland 3,979 0 16 3,995 2,996 0 12 3,008 75% 0% 75% 75%
NHS Orkney 1,551 N/A N/A 1,640 945 N/A N/A N/A 61% 4% 38% 58%
NHS Shetland 1,657 N/A N/A 1,695 924 N/A N/A 936 56% 28% 44% 55%
NHS Tayside 14,760 735 327 15,822 8,905 79 164 9,148 60% 11% 50% 58%
NHS Western Isles 869 131 0 1,000 591 28 0 619 68% 21% 0% 62%
Public Health Scotland 1,214 0 0 1,214 914 0 0 914 75% 0% 0% 75%
Scottish Ambulance Service 5,682 16 403 6,101 2,941 0 218 3,159 52% 0% 54% 52%
The State Hospital 620 N/A N/A 627 453 N/A N/A N/A 73% 14% 0% 72%

Unusable Responses

A prerequisite of iMatter is that the core iMatter questions are answered (staff grouping, change experienced and demographic questions are optional). If there are any errors on the questionnaire, then it is not processed.

On the online survey a total of 7,521 staff responses were not usable:

  • 3,755 staff opened the survey link but did not start the survey
  • 2,854 staff opened and started the survey
  • 912 staff answered all the mandatory questions, but did not submit their survey
Health and Social Care 2022 Volume % of paper surveys sent
Paper Surveys Sent 15,516
Responses Processed 3,047 20%
Responses Rejected 1,135 7%
Reasons for Rejection
Partial Response 813 5%
Completion Errors 45 <1%
Duplicate 12 <1%
Past Deadline 265 2%

On the paper questionnaire it is not possible to monitor responses as they are being completed, and so it is only when returned questionnaires are processed that incomplete or incorrectly completed responses are identified.

Of the 15,516 paper surveys issued, 3,047 (20%) were input and a total of 1,135 (7%) were rejected for the reasons shown here.

Contact

Email: Suzanne.thomas@gov.scot

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