Scottish Inpatient Patient Experience Survey 2014 Volume 1: National Results

14. Patient Experience Indicators

Scotland Performs Healthcare Experience Indicator

14.1 The Healthcare Experience Indicator has been developed to measure the reported experience of people using the NHS. It is one of the 50 National Indicators in the National Performance Framework, which sets out the Government's outcomes based approach. Progress is reported on the Scotland Performs website: http://www.scotland.gov.uk/About/scotPerforms

14.2 The indicator is based on the results of the inpatient survey. It is calculated by giving numerical scores to people's answers to selected questions. Information on how the indicator is calculated is available in the technical report.

14.3 The 2014 value of the Healthcare Experience Indicator is 81.7 which is a statistically significant increase of 3.0 compared to 2012, and the highest level the indicator has reached. Results by NHS Board are presented in Table 16 below.

Table 16 Healthcare Experience Indicator 2010-2014, by NHS Board

NHS Board	2010	2011	2012	2014	Change 2012-14
Scotland	78.3	78.1	78.7	81.7	3.0
NHS Ayrshire & Arran	79.2	79.3	80.0	81.9	1.9
NHS Borders	81.1	79.8	79.9	81.1	1.2
NHS Dumfries & Galloway	79.0	79.3	79.8	81.5	1.7
NHS Fife	76.9	77.4	75.7	79.3	3.6
NHS Forth Valley	74.2	74.5	75.3	82.2	6.8
NHS Grampian	77.3	78.3	79.5	83.1	3.6
NHS Greater Glasgow and Clyde	77.0	76.5	76.6	80	3.4
NHS Highland	83.9	82.8	83.8	86.5	2.6
NHS Lanarkshire	74.7	73.5	74.0	76.9	2.9
NHS Lothian	78.3	79.1	79.6	81.4	1.8
NHS Orkney	85.5	82.4	87.0	85.2	-1.8
NHS Shetland	82.6	83.5	84.2	85.4	1.2
NHS Tayside	80.6	79.7	80.9	83.3	2.4
NHS Western Isles	84.9	86.0	85.9	91	5
NHS National Waiting Times Centre	91.1	91.9	91.6	93.5	2

Quality Outcome Indicator

14.4 Twelve national Quality Outcome Indicators show progress towards the ambitions of the Quality Strategy^[30]. One of these indicators is Healthcare Experience. This indicator combines the Scotland Performs Healthcare Experience Indicator described above, with data relating to GP services from the Health and Care Experience Survey.

14.5 Further information on how the indicator is calculated is available in the technical report.

14.6 The latest value of the Healthcare Experience Quality Outcome Indicator is based on the 2014 Inpatient Survey (the subject of this and the 2013/14 Health and Care Experience Survey^[31].

14.7 The latest value of the indicator is 80.3 which is a statistically significant increase of 0.9 compared to 2012.

14.8 This increase is down to the improvement in scores for the inpatient component of the indicator. Results for GP services are actually lower than in the previous version of the indicator, however, this has been outweighed by the increase in positive responses for the inpatient results. Results by NHS Board are presented in Table 17.

Table 17 Quality Outcome Indicator by NHS Board

NHS Board	2011	2012	2014	Change 2012-14
Scotland	80.2	79.5	80.3	0.9
NHS Ayrshire & Arran	80.5	79.6	79.8	0.3
NHS Borders	82.4	80.7	80.7	0
NHS Dumfries & Galloway	81.9	81.7	82.1	0.4
NHS Fife	79.2	76.7	78.5	1.8
NHS Forth Valley	78.1	77.6	80.6	3.1
NHS Grampian	79.5	79.2	80.1	0.9
NHS Greater Glasgow and Clyde	80.0	79.2	80.4	1.2
NHS Highland	84.0	83.8	84.5	0.7
NHS Lanarkshire	76.8	75.8	76.6	0.8
NHS Lothian	80.2	79.6	79.5	0
NHS Orkney	86.7	88.4	88.2	-0.2
NHS Shetland	82.3	81.5	82	0.5
NHS Tayside	81.2	81.2	81.6	0.4
NHS Western Isles	86.2	85.5	87.5	2
NHS National Waiting Times Centre	91.9	91.6	93.5	2