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World Class Expertise and Experience

Listening to patients in Scotland

26 August, 2014

Quality Health has been working with the Scottish Government and NHS Scotland over the last few months, carrying out a comprehensive survey of inpatients in all Scottish hospitals.  It’s the fourth time this national survey has been carried out, and I’m delighted that the results show a continued improvement over previous years.

89% of patients gave a positive rating for the overall care and treatment they received (up from 85% in 2012).  88% gave a positive rating for the hospital and ward environment (a huge rise from 80% in 2012).  And 91% gave a positive rating for staff (up from 87% in 2012).  These are really encouraging scores.

Quality Health knows from previous work we have done that there is a correlation between particular elements of patient experience and positive clinical outcomes as measured through Patient Reported Outcome Measures (PROMs).  These are those elements relating to communication with doctors and nurses.  And so it’s particularly encouraging to see positive scores here too: 90% of patients thought doctors knew enough about their condition or treatment (87% for nurses); 90% felt that doctors talked to them in a way they could understand (84% for nurses); and 90% said that doctors and nurses listened to them if they had any questions or concerns.  Less positively, only 80% of patients said that a member staff properly explained the risks and benefits of their treatment to them beforehand; and only 59% said that they were involved as much as they wanted to be in decisions about their treatment and care.

Another interesting new question this year asked patients if they were given any information about how to provide feedback, or to complain.  Only 36% said that this was the case overall, although there was significant variation between health boards (from 30% in one to as high as 70% in another).  There is clearly some more work to be done in this area.

The full report is available via our website here:


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