Scottish Inpatient Patient Experience Survey 2014 Volume 1: National Results

13. Results - NHS Boards

13.1. This chapter provides comparisons for each NHS Board with the previous survey and with the Scottish average. Results have been included only where there is a statistically significant difference. More detailed results for NHS Boards are available: http://www.careexperience.scot.nhs.uk/

13.2. Significance testing is done at the 5% level. This means that there is a one in twenty chance that a difference found to be significantly different is actually due to random variation rather than a real difference. Due to the large number of comparisons being made there will be some differences shown as being statistically significant, but are actually due to random variation. For this reason it is best to look at the overall patterns in the results rather than differences in results for individual questions.

13.3. The percentage of patients answering positively this year and the percentage point difference from last year is shown in brackets beside each question.

NHS Ayrshire & Arran

NHS Ayrshire & Arran - Comparison with previous survey

13.4. In NHS Ayrshire and Arran 2,281 people responded to the survey (46%) from 8 hospitals. These included 3 community hospitals, 1 general hospital, 2 large general hospitals and 2 long stay hospitals.

13.5. Compared to the last survey, NHS Ayrshire and Arran patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (89% ; +6%)
• Overall rating of hospital admission process. (81% ; +3%)
• Overall rating of hospital/ward environment. (89% ; +4%)
• Patients got enough help with washing and dressing when they needed it. (87% ; +3%)
• Patients got enough help with eating and drinking when they needed it. (86% ; +17%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (88% ; +5%)
• Overall rating of all staff patients came into contact with. (91% ; +2%)
• Nurses knew enough about patients' condition and treatment. (87% ; +4%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (84% ; +2%)
• Nurses did not talk in front of patients as if they were not there. (85% ; +3%)
• Nurses washed/cleaned their hands at appropriate times. (93% ; +2%)

13.6. Compared to the last survey, NHS Ayrshire and Arran patients were significantly less likely to report a positive experience in the following areas:

• How patients felt about the time they waited to get to a ward. (82% ; -3%)
• Patients' family or home situation was taken into account when planning discharge from hospital. (83% ; -3%)
• Patients didn't have to wait too long to get their medicines. (67% ; -4%)
• Patients had enough privacy when being examined or treated. (94% ; -1%)

NHS Ayrshire and Arran - Comparison with Scottish average

13.7. Compared to this year's results for Scotland, NHS Ayrshire and Arran patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of hospital/ward environment. (89% ; +1%)
• The main ward or room patients stayed in was clean. (96% ; +1%)
• Patients were happy with the food/meals they received. (81% ; +13%)
• Patients were happy with the drinks they received. (88% ; +4%)
• Nurses did not talk in front of patients as if they were not there. (85% ; +2%)
• Patients knew which nurse was in charge of their care. (50% ; +3%)
• Patients saw/received information on how to provide feedback or complain about the care they received. (39% ; +3%)
• The main ward or room patients stayed in was clean. (96% ; +1%)
• Patients saw/received information on how to provide feedback or complain about the care they received. (39% ; +3%)

13.8. Compared to this year's results for Scotland, NHS Ayrshire and Arran patients were significantly less likely to report a positive experience in the following areas:

• How patients felt about the time they waited to get to a ward. (82% ; -4%)
• Patients were not bothered by noise at night from other patients. (48% ; -6%)
• Patients had enough time with the people that matter to them. (79% ; -2%)
• Patients were involved as much as they wanted in decisions about their care and treatment. (58% ; -3%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (89% ; -1%)
• Patients didn't have to wait too long to get their medicines. (67% ; -4%)

NHS Borders

NHS Borders - Comparison with previous survey

13.9. In NHS Borders 378 people responded to the survey (53%) from 1 large general hospital.

13.10. Compared to the last survey, NHS Borders patients were significantly more likely to report a positive experience in the following areas:

• Patients got enough help with eating and drinking when they needed it. (89% ; +23%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (87% ; +10%)
• Doctors knew enough about patients' condition and treatment. (92% ; +5%)

13.11. Compared to the last survey, NHS Borders patients were significantly less likely to report a positive experience in the following areas:

• Patients felt they got the care and support services that were right for them. (81% ; -13%)

NHS Borders - Comparison with Scottish average

13.12. Compared to this year's results for Scotland, NHS Borders patients were significantly more likely to report a positive experience in the following areas:

• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (95% ; +12%)
• In A&E patients had enough privacy when being examined or treated. (99% ; +2%)
• Patients were happy with the food/meals they received. (79% ; +11%)
• Patients were happy with the drinks they received. (89% ; +5%)

13.13. Compared to this year's results for Scotland, NHS Borders patients were significantly less likely to report a positive experience in the following areas:

• Patients knew which nurse was in charge of the ward. (34% ; -8%)
• Patients knew which nurse was in charge of their care. (36% ; -11%)
• Patients felt there were enough nurses on duty. (55% ; -9%)
• Patients knew who to contact if they had any questions after leaving hospital. (74% ; -6%)
• Patients were told about any danger signs to watch for when they left hospital. (64% ; -8%)
• Patients saw/received information on how to provide feedback or complain about the care they received. (30% ; -6%)

NHS Dumfries & Galloway

NHS Dumfries & Galloway - Comparison with previous survey

13.14. In NHS Dumfries & Galloway 1,202 people responded to the survey (52%) from 10 hospitals. These included 4 community hospitals, 1 general hospital, 1 large general hospital and 4 long stay hospitals.

13.15. Compared to the last survey, NHS Dumfries & Galloway patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (91% ; +5%)
• Overall rating of hospital admission process. (85% ; +4%)
• Patients got enough help with eating and drinking when they needed it. (82% ; +14%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (86% ; +5%)
• Overall rating of all staff patients came into contact with. (90% ; +3%)
• Doctors washed/cleaned their hands at appropriate times. (90% ; +3%)
• Nurses knew enough about patients' condition and treatment. (84% ; +4%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (81% ; +4%)
• Nurses listened to patients if they had any questions or concerns. (90% ; +3%)

13.16. Compared to the last survey, NHS Dumfries & Galloway patients were significantly less likely to report a positive experience in the following areas:

• How patients felt about the time they waited to be admitted to hospital after they were referred. (87% ; -6%)
• Patients were told about any danger signs to watch for when they left hospital. (69% ; -5%)

NHS Dumfries and Galloway - Comparison with Scottish average

13.17. Compared to this year's results for Scotland, NHS Dumfries and Galloway patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (91% ; +4%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (90% ; +7%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (90% ; +7%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (65% ; +5%)
• In A&E patients had enough privacy when being examined or treated. (98% ; +1%)
• In A&E patients felt safe. (92% ; +5%)
• Overall rating of hospital admission process. (85% ; +2%)
• How patients felt about the time they waited to get to a ward. (88% ; +2%)
• Patients were happy with the food/meals they received. (87% ; +19%)
• Patients were happy with the drinks they received. (89% ; +5%)

13.18. Compared to this year's results for Scotland, NHS Dumfries and Galloway patients were significantly less likely to report a positive experience in the following areas:

• The main ward or room patients stayed in was clean. (92% ; -3%)
• Patients were not bothered by noise at night from other patients. (47% ; -7%)
• Patients were not bothered by noise at night from hospital staff. (61% ; -8%)
• When patients called they received assistance within a reasonable time. (85% ; -3%)
• Patients knew which nurse was in charge of the ward. (33% ; -9%)
• Patients had enough privacy when their condition and treatment were discussed. (85% ; -2%)
• Nurses knew enough about patients' condition and treatment. (84% ; -3%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (81% ; -3%)
• Nurses did not talk in front of patients as if they were not there. (80% ; -3%)
• Patients had confidence and trust in the nurses treating them. (88% ; -3%)
• Patients knew which nurse was in charge of their care. (34% ; -13%)
• Patients felt there were enough nurses on duty. (61% ; -3%)
• Patients were involved in decisions about leaving hospital. (73% ; -3%)
• Patients were told about any danger signs to watch for when they left hospital. (69% ; -3%)
• Patients didn't have to wait too long to get their medicines. (66% ; -5%)

NHS Fife

NHS Fife - Comparison with previous survey

13.19. In NHS Fife 486 people responded to the survey (45%) from 6 hospitals. These included 3 community hospitals, 1 general hospital, 1 large general hospital and 1 long stay hospital.

13.20. Compared to the last survey, NHS Fife patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (84% ; +10%)
• Overall rating of hospital/ward environment. (84% ; +11%)
• The main ward or room patients stayed in was clean. (93% ; +4%)
• The bathrooms and toilets were clean. (91% ; +7%)
• Patients had enough privacy when their condition and treatment were discussed. (88% ; +6%)
• Patients got enough help with eating and drinking when they needed it. (85% ; +20%)
• Nurses knew enough about patients' condition and treatment. (86% ; +6%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (83% ; +5%)

13.21. Compared to the last survey, there were no areas in NHS Fife where patients were significantly less likely to report a positive experience.

NHS Fife - Comparison with Scottish average

13.22. Compared to this year's results for Scotland, NHS Fife patients were significantly more likely to report a positive experience in the following area:

• Patients were not bothered by noise at night from other patients. (60% ; +6%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (86% ; +3%)

13.23. Compared to this year's results for Scotland, NHS Fife patients were significantly less likely to report a positive experience in the following areas:

• When patients called they received assistance within a reasonable time. (84% ; -4%)
• Patients got enough help with washing and dressing when they needed it. (82% ; -5%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (82% ; -5%)
• Patients were involved as much as they wanted in decisions about their care and treatment. (55% ; -6%)
• Doctors knew enough about patients' condition and treatment. (86% ; -4%)
• Patients had confidence and trust in the doctors treating them. (88% ; -3%)
• Patients felt there were enough nurses on duty. (55% ; -9%)

NHS Forth Valley

NHS Forth Valley - Comparison with previous survey

13.24. In NHS Forth Valley 417 people responded to the survey (45%) from 4 hospitals. These included 2 community hospitals, 1 large general hospital and 1 long stay hospital.

13.25. Compared to the last survey, NHS Forth Valley patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (90% ; +10%)
• Overall rating of hospital admission process. (81% ; +7%)
• Overall rating of hospital/ward environment. (91% ; +18%)
• The main ward or room patients stayed in was clean. (98% ; +7%)
• The bathrooms and toilets were clean. (97% ; +10%)
• Patients did not feel bothered or threatened by other patients/visitors. (87% ; +5%)
• Overall rating of care and treatment during hospital stay. (91% ; +13%)
• Patients had enough privacy when being examined or treated. (98% ; +3%)
• Patients had enough privacy when their condition and treatment were discussed. (94% ; +6%)
• Patients got enough help with eating and drinking when they needed it. (91% ; +21%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (89% ; +7%)
• Overall rating of all staff patients came into contact with. (94% ; +8%)
• Doctors washed/cleaned their hands at appropriate times. (94% ; +6%)
• Nurses knew enough about patients' condition and treatment. (86% ; +7%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (85% ; +7%)
• Nurses did not talk in front of patients as if they were not there. (87% ; +6%)
• Nurses washed/cleaned their hands at appropriate times. (95% ; +7%)
• Overall rating of arrangements for leaving hospital. (80% ; +13%)
• Patients knew who to contact if they had any questions after leaving hospital. (79% ; +6%)
• Patients were told about any danger signs to watch for when they left hospital. (72% ; +7%)
• Patients didn't have to wait too long to get their medicines. (70% ; +11%)

13.26. Compared to the last survey, there were no areas in NHS Forth Valley where patients were significantly less likely to report a positive experience.

NHS Forth Valley - Comparison with Scottish average

13.27. Compared to this year's results for Scotland, NHS Forth Valley patients were significantly more likely to report a positive experience in the following areas:

• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (87% ; +4%)
• In A&E patients had enough privacy when being examined or treated. (99% ; +2%)
• In A&E patients felt safe. (92% ; +5%)
• Overall rating of hospital/ward environment. (91% ; +3%)
• The main ward or room patients stayed in was clean. (98% ; +3%)
• The bathrooms and toilets were clean. (97% ; +6%)
• Patients were not bothered by noise at night from other patients. (62% ; +8%)
• Patients were happy with the food/meals they received. (77% ; +9%)
• Patients were happy with the drinks they received. (90% ; +6%)
• Patients had enough privacy when being examined or treated. (98% ; +4%)
• Patients had enough privacy when their condition and treatment were discussed. (94% ; +7%)
• Patients got enough help with eating and drinking when they needed it. (91% ; +6%)
• Beforehand, patients' questions were answered in a way they could understand. (81% ; +6%)
• Overall rating of all staff patients came into contact with. (94% ; +3%)
• Doctors washed/cleaned their hands at appropriate times. (94% ; +3%)
• Nurses did not talk in front of patients as if they were not there. (87% ; +4%)

13.28. Compared to this year's results for Scotland, there were no areas in NHS Forth Valley where patients were significantly less likely to report a positive experience.

NHS Grampian

NHS Grampian - Comparison with previous survey

13.29. In NHS Grampian 2,772 people responded to the survey (50%) from 23 hospitals. These included 17 community hospitals, 1 general hospital, 1 long stay hospital, 2 other hospitals, 1 sick children's hospital and 1 teaching hospital.

13.30. Compared to the last survey, NHS Grampian patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (91% ; +4%)
• Overall rating of hospital admission process. (87% ; +4%)
• Overall rating of hospital/ward environment. (91% ; +8%)
• The main ward or room patients stayed in was clean. (96% ; +2%)
• The bathrooms and toilets were clean. (93% ; +3%)
• Patients did not feel bothered or threatened by other patients/visitors. (86% ; +3%)
• Overall rating of care and treatment during hospital stay. (91% ; +4%)
• Patients had enough privacy when their condition and treatment were discussed. (88% ; +3%)
• Patients got enough help with eating and drinking when they needed it. (87% ; +16%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (87% ; +4%)
• Overall rating of all staff patients came into contact with. (92% ; +4%)
• Doctors knew enough about patients' condition and treatment. (91% ; +4%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (92% ; +4%)
• Doctors listened to patients if they had any questions or concerns. (91% ; +2%)
• Doctors washed/cleaned their hands at appropriate times. (91% ; +4%)
• Nurses knew enough about patients' condition and treatment. (88% ; +6%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (85% ; +4%)
• Nurses listened to patients if they had any questions or concerns. (90% ; +2%)
• Nurses washed/cleaned their hands at appropriate times. (94% ; +4%)
• Overall rating of arrangements for leaving hospital. (81% ; +4%)

13.31. Compared to the last survey, NHS Grampian patients were significantly less likely to report a positive experience in the following area:

• Patients didn't have to wait too long to get their medicines. (70% ; -6%)

NHS Grampian - Comparison with Scottish average

13.32. Compared to this year's results for Scotland, NHS Grampian patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (91% ; +4%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (51% ; +7%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (90% ; +7%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (68% ; +8%)
• In A&E patients had enough privacy when being examined or treated. (98% ; +1%)
• In A&E patients felt safe. (92% ; +5%)
• Overall rating of hospital admission process. (87% ; +4%)
• How patients felt about the time they waited to get to a ward. (89% ; +3%)
• Overall rating of hospital/ward environment. (91% ; +3%)
• The main ward or room patients stayed in was clean. (96% ; +1%)
• The bathrooms and toilets were clean. (93% ; +2%)
• Patients were not bothered by noise at night from other patients. (60% ; +6%)
• Patients were not bothered by noise at night from hospital staff. (72% ; +3%)
• Patients were happy with the food/meals they received. (73% ; +5%)
• Overall rating of care and treatment during hospital stay. (91% ; +2%)
• Patients were satisfied with how these clinical errors were dealt with. (33% ; +8%)
• Patients had confidence and trust in the doctors treating them. (93% ; +2%)
• Overall rating of arrangements for leaving hospital. (81% ; +2%)

13.33. Compared to this year's results for Scotland, there were no areas in NHS Grampian where patients were significantly less likely to report a positive experience.

NHS Greater Glasgow & Clyde

NHS Greater Glasgow & Clyde - Comparison with previous survey

13.34. In NHS Greater Glasgow & Clyde 5,878 people responded to the survey (46%) from 15 hospitals. These included 1 general hospital, 4 large general hospitals, 3 long stay hospitals, 2 other hospital, 1 sick children's hospital and 4 teaching hospitals.

13.35. Compared to the last survey, NHS Greater Glasgow & Clyde patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (83% ; +5%)
• Overall rating of hospital/ward environment. (85% ; +10%)
• The main ward or room patients stayed in was clean. (94% ; +1%)
• The bathrooms and toilets were clean. (89% ; +3%)
• When patients called they received assistance within a reasonable time. (87% ; +1%)
• Patients did not feel bothered or threatened by other patients/visitors. (82% ; +2%)
• Overall rating of care and treatment during hospital stay. (87% ; +4%)
• Patients had enough privacy when their condition and treatment were discussed. (86% ; +2%)
• Patients got enough help with washing and dressing when they needed it. (87% ; +6%)
• Patients got enough help with eating and drinking when they needed it. (83% ; +17%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (87% ; +8%)
• Overall rating of all staff patients came into contact with. (89% ; +4%)
• Doctors knew enough about patients' condition and treatment. (90% ; +2%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (90% ; +3%)
• Doctors washed/cleaned their hands at appropriate times. (90% ; +3%)
• Nurses knew enough about patients' condition and treatment. (87% ; +6%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (82% ; +4%)
• Nurses listened to patients if they had any questions or concerns. (88% ; +2%)
• Nurses washed/cleaned their hands at appropriate times. (92% ; +2%)
• Overall rating of arrangements for leaving hospital. (77% ; +3%)
• Patients felt they got the care and support services that were right for them. (90% ; +3%)

13.36. Compared to the last survey, NHS Greater Glasgow & Clyde patients were significantly less likely to report a positive experience in the following areas:

• Doctors did not talk in front of patients as if they were not there. (78% ; -2%)
• How patients felt about the time they waited to get to a ward. (82% ; -2%)
• Patients didn't have to wait too long to get their medicines. (70% ; -3%)

NHS Greater Glasgow & Clyde - Comparison with Scottish average

13.37. Compared to this year's results for Scotland, NHS Greater Glasgow & Clyde patients were significantly more likely to report a positive experience in the following area:

• Patients had to stay in hospital longer than expected to wait for their care or support services to be organised. (90% ; +4%)

13.38. Compared to this year's results for Scotland, NHS Greater Glasgow & Clyde patients were significantly less likely to report a positive experience in the following area:

• Overall rating of any care and treatment received in A&E. (83% ; -4%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (34% ; -10%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (77% ; -6%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (53% ; -7%)
• In A&E patients' conditions were explained to them in a way they could understand. (63% ; -4%)
• In A&E patients had enough privacy when being examined or treated. (95% ; -2%)
• In A&E patients felt safe. (83% ; -4%)
• Information received before attending hospital helped patients to understand what would happen. (93% ; -3%)
• Overall rating of hospital admission process. (78% ; -5%)
• How patients felt about the time they waited to get to a ward. (82% ; -4%)
• Overall rating of hospital/ward environment. (85% ; -3%)
• The main ward or room patients stayed in was clean. (94% ; -1%)
• The bathrooms and toilets were clean. (89% ; -2%)
• Patients were happy with the food/meals they received. (55% ; -13%)
• Patients were happy with the drinks they received. (79% ; -5%)
• Patients did not feel bothered or threatened by other patients/visitors. (82% ; -2%)
• Overall rating of care and treatment during hospital stay. (87% ; -2%)
• Beforehand, a member of staff explained the risks and benefits of operation/procedure. (77% ; -3%)
• Beforehand, a member of staff explained what would be done during the operation or procedure. (74% ; -2%)
• Patients understood the explanations on how the operation or procedure had gone. (69% ; -2%)
• Overall rating of all staff patients came into contact with. (89% ; -2%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (82% ; -2%)
• Nurses did not talk in front of patients as if they were not there. (81% ; -2%)
• Nurses listened to patients if they had any questions or concerns. (88% ; -2%)
• Patients had confidence and trust in the nurses treating them. (89% ; -2%)
• Overall rating of arrangements for leaving hospital. (77% ; -2%)
• Patients saw/received information on how to provide feedback or complain about the care they received. (34% ; -2%)

NHS Highland

NHS Highland - Comparison with previous survey

13.39. In NHS Highland 2,170 people responded to the survey (51%) from 22 hospitals. These included 13 community hospitals, 3 general hospitals, 1 large general hospital, 4 long stay hospitals and 1 other hospital.

13.40. Compared to the last survey, NHS Highland patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (95% ; +5%)
• Overall rating of hospital/ward environment. (94% ; +4%)
• The main ward or room patients stayed in was clean. (98% ; +2%)
• The bathrooms and toilets were clean. (94% ; +3%)
• When patients called they received assistance within a reasonable time. (93% ; +2%)
• Overall rating of care and treatment during hospital stay. (95% ; +4%)
• Patients had enough privacy when their condition and treatment were discussed. (89% ; +2%)
• Patients got enough help with washing and dressing when they needed it. (91% ; +5%)
• Patients got enough help with eating and drinking when they needed it. (91% ; +18%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (92% ; +8%)
• Overall rating of all staff patients came into contact with. (95% ; +3%)
• Doctors knew enough about patients' condition and treatment. (93% ; +3%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (93% ; +3%)
• Doctors washed/cleaned their hands at appropriate times. (91% ; +3%)
• Nurses knew enough about patients' condition and treatment. (92% ; +6%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (89% ; +3%)
• Nurses washed/cleaned their hands at appropriate times. (95% ; +3%)
• Overall rating of arrangements for leaving hospital. (85% ; +7%)
• Patients knew who to contact if they had any questions after leaving hospital. (85% ; +3%)
• Patients didn't have to wait too long to get their medicines. (78% ; +3%)
• Overall rating of care or support services after leaving hospital. (86% ; +7%)
• Patients felt they got the care and support services that were right for them. (92% ; +7%)

13.41. Compared to the last survey, NHS Highland patients were significantly less likely to report a positive experience in the following area:

• How patients felt about the time they waited to get to a ward. (94% ; -2%)

NHS Highland - Comparison with Scottish average

13.42. Compared to this year's results for Scotland, NHS Highland patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (95% ; +8%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (62% ; +18%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (94% ; +11%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (75% ; +15%)
• In A&E patients' conditions were explained to them in a way they could understand. (77% ; +10%)
• In A&E patients had enough privacy when being examined or treated. (99% ; +2%)
• In A&E patients felt safe. (93% ; +6%)
• How patients felt about the time they waited to be admitted to hospital after they were referred. (92% ; +4%)
• Overall rating of hospital admission process. (92% ; +9%)
• How patients felt about the time they waited to get to a ward. (94% ; +8%)
• Overall rating of hospital/ward environment. (94% ; +6%)
• The main ward or room patients stayed in was clean. (98% ; +3%)
• The bathrooms and toilets were clean. (94% ; +3%)
• Patients were not bothered by noise at night from other patients. (58% ; +4%)
• Patients were not bothered by noise at night from hospital staff. (73% ; +4%)
• Patients were happy with the food/meals they received. (81% ; +13%)
• Patients were happy with the drinks they received. (90% ; +6%)
• When patients called they received assistance within a reasonable time. (93% ; +5%)
• Patients did not feel bothered or threatened by other patients/visitors. (87% ; +3%)
• Patients knew which nurse was in charge of the ward. (48% ; +6%)
• Patients were happy with the visiting hours. (97% ; +2%)
• Patients had enough time with the people that matter to them. (89% ; +8%)
• Overall rating of care and treatment during hospital stay. (95% ; +6%)
• Patients were able to get adequate pain relief when they needed it. (95% ; +4%)
• Patients had enough privacy when being examined or treated. (96% ; +2%)
• Patients had enough privacy when their condition and treatment were discussed. (89% ; +2%)
• Patients got enough help with washing and dressing when they needed it. (91% ; +4%)
• Patients got enough help with eating and drinking when they needed it. (91% ; +6%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (92% ; +5%)
• Patients were kept as physically comfortable as they could expect to be. (96% ; +4%)
• Patients were involved as much as they wanted in decisions about their care and treatment. (69% ; +8%)
• Patients felt that the people that matter to them were involved in decisions about their care and treatment. (64% ; +8%)
• Staff took adequate care when carrying out physical procedures. (84% ; +4%)
• Moving between wards was well managed. (82% ; +11%)
• Beforehand, a member of staff explained the risks and benefits of operation/procedure. (83% ; +3%)
• Beforehand, a member of staff explained what would be done during the operation or procedure. (81% ; +5%)
• Beforehand, patients' questions were answered in a way they could understand. (79% ; +4%)
• Patients understood the explanations on how the operation or procedure had gone. (75% ; +4%)
• Overall rating of all staff patients came into contact with. (95% ; +4%)
• Doctors knew enough about patients' condition and treatment. (93% ; +3%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (93% ; +3%)
• Doctors did not talk in front of patients as if they were not there. (83% ; +3%)
• Doctors listened to patients if they had any questions or concerns. (92% ; +2%)
• Patients had confidence and trust in the doctors treating them. (93% ; +2%)
• Nurses knew enough about patients' condition and treatment. (92% ; +5%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (89% ; +5%)
• Nurses did not talk in front of patients as if they were not there. (87% ; +4%)
• Nurses listened to patients if they had any questions or concerns. (93% ; +3%)
• Nurses washed/cleaned their hands at appropriate times. (95% ; +2%)
• Patients had confidence and trust in the nurses treating them. (95% ; +4%)
• Patients knew which nurse was in charge of their care. (54% ; +7%)
• Patients felt there were enough nurses on duty. (72% ; +8%)
• Staff worked well together in organising patients' care. (80% ; +7%)
• Staff took account of what matters to patients. (72% ; +8%)
• Patients felt they got enough emotional support from staff. (74% ; +7%)
• Staff treated patients with compassion and understanding. (80% ; +6%)
• Overall rating of arrangements for leaving hospital. (85% ; +6%)
• How patients felt about the length of time they were in hospital. (91% ; +3%)
• Patients were involved in decisions about leaving hospital. (81% ; +5%)
• Patients knew who to contact if they had any questions after leaving hospital. (85% ; +5%)
• Patients were told about any danger signs to watch for when they left hospital. (75% ; +3%)
• Patients didn't have to wait too long to get their medicines. (78% ; +7%)
• Patients understood what their medicines were for. (96% ; +1%)
• Patients understood how and when to take their medicines. (98% ; +1%)
• Patients understood the possible side effects of their medicines. (84% ; +3%)

13.43. Compared to this year's results for Scotland, there were no areas in NHS Highland where patients were significantly less likely to report a positive experience.

NHS Lanarkshire

NHS Lanarkshire - Comparison with previous survey

13.44. In NHS Lanarkshire 969 people responded to the survey (42%) from 3 large general hospitals.

13.45. Compared to the last survey, NHS Lanarkshire patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (83% ; +6%)
• Overall rating of hospital admission process. (78% ; +5%)
• Overall rating of hospital/ward environment. (80% ; +9%)
• When patients called they received assistance within a reasonable time. (84% ; +3%)
• Overall rating of care and treatment during hospital stay. (81% ; +4%)
• Patients got enough help with washing and dressing when they needed it. (83% ; +5%)
• Patients got enough help with eating and drinking when they needed it. (80% ; +19%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (82% ; +6%)
• Overall rating of all staff patients came into contact with. (86% ; +6%)
• Doctors knew enough about patients' condition and treatment. (86% ; +4%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (87% ; +3%)
• Nurses knew enough about patients' condition and treatment. (84% ; +9%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (79% ; +5%)
• Nurses did not talk in front of patients as if they were not there. (80% ; +4%)

13.46. Compared to the last survey, NHS Lanarkshire patients were significantly less likely to report a positive experience in the following areas:

• How patients felt about the time they waited to be admitted to hospital after they were referred. (83% ; -8%)
• Patients were told about any danger signs to watch for when they left hospital. (63% ; -4%)

NHS Lanarkshire - Comparison with Scottish average

13.47. Compared to this year's results for Scotland, there were no areas in NHS Lanarkshire where patients were significantly more likely to report a positive experience. They were however significantly less likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (83% ; -4%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (38% ; -6%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (81% ; -2%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (52% ; -8%)
• Overall rating of hospital admission process. (78% ; -5%)
• Overall rating of hospital/ward environment. (80% ; -8%)
• The main ward or room patients stayed in was clean. (91% ; -4%)
• The bathrooms and toilets were clean. (85% ; -6%)
• Patients were happy with the food/meals they received. (53% ; -15%)
• Patients were happy with the drinks they received. (76% ; -8%)
• When patients called they received assistance within a reasonable time. (84% ; -4%)
• Patients knew which nurse was in charge of the ward. (35% ; -7%)
• Hand-wash gels were available for patients and visitors to use. (91% ; -4%)
• Patients were happy with the visiting hours. (93% ; -2%)
• Patients had enough time with the people that matter to them. (73% ; -8%)
• Overall rating of care and treatment during hospital stay. (81% ; -8%)
• Patients were able to get adequate pain relief when they needed it. (85% ; -6%)
• Patients had enough privacy when being examined or treated. (92% ; -2%)
• Patients had enough privacy when their condition and treatment were discussed. (83% ; -4%)
• Patients got enough help with washing and dressing when they needed it. (83% ; -4%)
• Patients got enough help with eating and drinking when they needed it. (80% ; -5%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (82% ; -5%)
• Patients were kept as physically comfortable as they could expect to be. (87% ; -5%)
• Patients were involved as much as they wanted in decisions about their care and treatment. (53% ; -8%)
• Patients felt that the people that matter to them were involved in decisions about their care and treatment. (49% ; -7%)
• Staff took adequate care when carrying out physical procedures. (72% ; -8%)
• Patients understood the explanations on how the operation or procedure had gone. (66% ; -5%)
• Overall rating of all staff patients came into contact with. (86% ; -5%)
• Doctors knew enough about patients' condition and treatment. (86% ; -4%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (87% ; -3%)
• Doctors did not talk in front of patients as if they were not there. (75% ; -5%)
• Doctors listened to patients if they had any questions or concerns. (87% ; -3%)
• Doctors washed/cleaned their hands at appropriate times. (88% ; -3%)
• Patients had confidence and trust in the doctors treating them. (88% ; -3%)
• Nurses knew enough about patients' condition and treatment. (84% ; -3%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (79% ; -5%)
• Nurses did not talk in front of patients as if they were not there. (80% ; -3%)
• Nurses listened to patients if they had any questions or concerns. (85% ; -5%)
• Nurses washed/cleaned their hands at appropriate times. (90% ; -3%)
• Patients had confidence and trust in the nurses treating them. (87% ; -4%)
• Patients knew which nurse was in charge of their care. (38% ; -9%)
• Patients felt there were enough nurses on duty. (54% ; -10%)
• Staff worked well together in organising patients' care. (64% ; -9%)
• Staff took account of what matters to patients. (54% ; -10%)
• Patients felt they got enough emotional support from staff. (60% ; -7%)
• Staff treated patients with compassion and understanding. (66% ; -8%)
• Overall rating of arrangements for leaving hospital. (72% ; -7%)
• How patients felt about the length of time they were in hospital. (84% ; -4%)
• Prior to leaving hospital, patients felt confident that any help they needed had been arranged. (66% ; -5%)
• Patients were involved in decisions about leaving hospital. (70% ; -6%)
• Patients' family or home situation was taken into account when planning discharge from hospital. (80% ; -3%)
• Patients knew who to contact if they had any questions after leaving hospital. (71% ; -9%)
• Patients were told about any danger signs to watch for when they left hospital. (63% ; -9%)
• Patients didn't have to wait too long to get their medicines. (62% ; -9%)
• Patients had to stay in hospital longer than expected to wait for their care or support services to be organised. (79% ; -7%)
• Patients saw/received information on how to provide feedback or complain about the care they received. (31% ; -5%)

NHS Lothian

NHS Lothian - Comparison with previous survey

13.48. In NHS Lothian 2,426 people responded to the survey (48%) from 11 hospitals. These included 2 community hospitals, 1 large general hospital, 3 long stay hospitals, 2 other hospitals, 1 sick children's hospital and 2 teaching hospitals.

13.49. Compared to the last survey, NHS Lothian patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of hospital/ward environment. (88% ; +5%)
• The main ward or room patients stayed in was clean. (95% ; +2%)
• When patients called they received assistance within a reasonable time. (89% ; +3%)
• Overall rating of care and treatment during hospital stay. (91% ; +5%)
• Patients got enough help with washing and dressing when they needed it. (88% ; +8%)
• Patients got enough help with eating and drinking when they needed it. (83% ; +13%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (87% ; +7%)
• Overall rating of all staff patients came into contact with. (92% ; +4%)
• Doctors knew enough about patients' condition and treatment. (91% ; +3%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (91% ; +3%)
• Doctors washed/cleaned their hands at appropriate times. (92% ; +5%)
• Nurses knew enough about patients' condition and treatment. (88% ; +6%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (86% ; +5%)
• Nurses did not talk in front of patients as if they were not there. (84% ; +4%)
• Nurses listened to patients if they had any questions or concerns. (91% ; +3%)
• Nurses washed/cleaned their hands at appropriate times. (93% ; +4%)
• Overall rating of arrangements for leaving hospital. (79% ; +5%)
• Overall rating of care or support services after leaving hospital. (86% ; +7%)

13.50. Compared to the last survey, NHS Lothian patients were significantly less likely to report a positive experience in the following areas:

• How patients felt about the time they waited to get to a ward. (84% ; -3%)
• Patients didn't have to wait too long to get their medicines. (74% ; -4%)

NHS Lothian - Comparison with Scottish average

13.51. Compared to this year's results for Scotland, NHS Lothian patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of care and treatment during hospital stay. (91% ; +2%)
• Patients were able to get adequate pain relief when they needed it. (92% ; +1%)
• Overall rating of all staff patients came into contact with. (92% ; +1%)
• Patients had confidence and trust in the doctors treating them. (93% ; +2%)
• Nurses listened to patients if they had any questions or concerns. (91% ; +1%)
• Patients didn't have to wait too long to get their medicines. (74% ; +3%)

13.52. Compared to this year's results for Scotland, NHS Lothian patients were significantly less likely to report a positive experience in the following areas:

• In A&E patients were told how long they would have to wait to see a doctor/nurse. (39% ; -5%)
• In A&E patients felt safe. (81% ; -6%)
• Patients were not bothered by noise at night from other patients. (48% ; -6%)
• Patients were not bothered by noise at night from hospital staff. (67% ; -2%)

NHS Orkney

NHS Orkney - Comparison with previous survey

13.53. In NHS Orkney 115 people responded to the survey (49%) from 1 general hospital.

13.54. Compared to the last survey, there were no areas in NHS Orkney where patients were significantly more likely to report a positive experience. However they were less likely to report a positive experience in the following areas:

• Patients felt they got the care and support services that were right for them. (88% ; -12%)
• The bathrooms and toilets were clean. (89% ; -7%)
• Doctors knew enough about patients' condition and treatment. (84% ; -9%)
• Doctors listened to patients if they had any questions or concerns. (91% ; -8%)
• Overall rating of arrangements for leaving hospital. (81% ; -11%)
• Overall rating of care or support services after leaving hospital. (84% ; -16%)

NHS Orkney - Comparison with Scottish average

13.55. Compared to this year's results for Scotland, NHS Orkney patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (95% ; +8%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (69% ; +25%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (97% ; +14%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (73% ; +13%)
• In A&E patients had enough privacy when being examined or treated. (100% ; +3%)
• In A&E patients felt safe. (95% ; +8%)
• Information received before attending hospital helped patients to understand what would happen. (100% ; +4%)
• Overall rating of hospital admission process. (95% ; +12%)
• How patients felt about the time they waited to get to a ward. (96% ; +10%)
• Patients were happy with the food/meals they received. (83% ; +15%)
• Patients were happy with the drinks they received. (91% ; +7%)
• Hand-wash gels were available for patients and visitors to use. (99% ; +4%)
• Patients were kept as physically comfortable as they could expect to be. (96% ; +4%)
• Moving between wards was well managed. (86% ; +15%)
• Overall rating of all staff patients came into contact with. (95% ; +4%)
• Nurses listened to patients if they had any questions or concerns. (95% ; +5%)
• Staff treated patients with compassion and understanding. (83% ; +9%)
• Patients didn't have to wait too long to get their medicines. (88% ; +17%)
• Patients understood what their medicines were for. (100% ; +5%)

13.56. Compared to this year's results for Scotland, there were no areas in NHS Orkney where patients were significantly less likely to report a positive experience.

NHS Shetland

NHS Shetland - Comparison with previous survey

13.57. In NHS Shetland 134 people responded to the survey (46%) from 1 general hospital.

13.58. Compared to the last survey, NHS Shetland patients were significantly more likely to report a positive experience in the following area:

• Patients did not feel bothered or threatened by other patients/visitors. (94% ; +8%)

13.59. Compared to the last survey, there were no areas in NHS Shetland where patients were significantly less likely to report a positive experience.

NHS Shetland - Comparison with Scottish average

13.60. Compared to this year's results for Scotland, NHS Shetland patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (97% ; +10%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (69% ; +25%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (97% ; +14%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (78% ; +18%)
• In A&E patients' conditions were explained to them in a way they could understand. (79% ; +12%)
• In A&E patients had enough privacy when being examined or treated. (100% ; +3%)
• In A&E patients felt safe. (94% ; +7%)
• Information received before attending hospital helped patients to understand what would happen. (100% ; +4%)
• Overall rating of hospital admission process. (92% ; +9%)
• How patients felt about the time they waited to get to a ward. (95% ; +9%)
• Patients were not bothered by noise at night from hospital staff. (78% ; +9%)
• Patients were happy with the food/meals they received. (85% ; +17%)
• Patients were happy with the drinks they received. (90% ; +6%)
• Patients did not feel bothered or threatened by other patients/visitors. (94% ; +10%)
• Overall rating of care and treatment during hospital stay. (94% ; +5%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (95% ; +8%)
• Patients felt that the people that matter to them were involved in decisions about their care and treatment. (67% ; 11%)
• Overall rating of all staff patients came into contact with. (96% ; +5%)
• Staff treated patients with compassion and understanding. (83% ; +9%)
• Overall rating of arrangements for leaving hospital. (86% ; +7%)
• How patients felt about the length of time they were in hospital. (94% ; +6%)
• Overall rating of care or support services after leaving hospital. (94% ; +11%)
• Patients had to stay in hospital longer than expected to wait for their care or support services to be organised. (97% ; +11%)
• Patients felt they got the care and support services that were right for them. (97% ; +7%)

13.61. Compared to this year's results for Scotland, NHS Shetland patients were significantly less likely to report a positive experience in the following area:

• Patients had enough privacy when their condition and treatment were discussed. (79% ; -8%)

NHS Tayside

NHS Tayside - Comparison with previous survey

13.62. In NHS Tayside 1,074 people responded to the survey (49%) from 13 hospitals. These included 8 community hospitals, 1 general hospital, 1 large general hospital, 1 long stay hospital, 1 other hospital and 1 teaching hospital.

13.63. Compared to the last survey, NHS Tayside patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of hospital/ward environment. (91% ; +6%)
• Patients did not feel bothered or threatened by other patients/visitors. (86% ; +5%)
• Patients got enough help with eating and drinking when they needed it. (84% ; +13%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (88% ; +6%)
• Doctors knew enough about patients' condition and treatment. (93% ; +5%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (92% ; +4%)
• Nurses knew enough about patients' condition and treatment. (89% ; +9%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (88% ; +9%)
• Nurses listened to patients if they had any questions or concerns. (91% ; +4%)
• Overall rating of arrangements for leaving hospital. (81% ; +5%)

13.64. Compared to the last survey, there were no areas in NHS Tayside where patients were significantly less likely to report a positive experience.

NHS Tayside - Comparison with Scottish average

13.65. Compared to this year's results for Scotland, NHS Tayside patients were significantly more likely to report a positive experience in the following areas:

• In A&E patients were told how long they would have to wait to see a doctor/nurse. (61% ; +17%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (90% ; +7%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (72% ; +12%)
• In A&E patients' conditions were explained to them in a way they could understand. (75% ; +8%)
• Overall rating of hospital admission process. (89% ; +6%)
• How patients felt about the time they waited to get to a ward. (92% ; +6%)
• Overall rating of hospital/ward environment. (91% ; +3%)
• Patients were happy with the drinks they received. (89% ; +5%)
• Hand-wash gels were available for patients and visitors to use. (97% ; +2%)
• Overall rating of care and treatment during hospital stay. (91% ; +2%)
• Patients were involved as much as they wanted in decisions about their care and treatment. (66% ; +5%)
• Doctors knew enough about patients' condition and treatment. (93% ; +3%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (88% ; +4%)
• Patients felt there were enough nurses on duty. (70% ; +6%)
• Staff worked well together in organising patients' care. (78% ; +5%)
• Patients felt they got enough emotional support from staff. (71% ; +4%)
• Staff treated patients with compassion and understanding. (78% ; +4%)
• Patients knew who to contact if they had any questions after leaving hospital. (84% ; +4%)

13.66. Compared to this year's results for Scotland, there were no areas in NHS Tayside where patients were significantly less likely to report a positive experience.

NHS Western Isles

NHS Western Isles - Comparison with previous survey

13.67. In NHS Western Isles 209 people responded to the survey (52%) from 3 hospitals. These included 1 community hospital, 1 general hospital and 1 other hospital.

13.68. Compared to the last survey, NHS Western Isles patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (99% ; +6%)
• Overall rating of hospital admission process. (96% ; +7%)
• Overall rating of hospital/ward environment. (97% ; +3%)
• Patients were able to get adequate pain relief when they needed it. (98% ; +6%)
• Patients had enough privacy when their condition and treatment were discussed. (92% ; +7%)
• Patients got enough help with eating and drinking when they needed it. (94% ; +7%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (97% ; +6%)
• Overall rating of all staff patients came into contact with. (97% ; +4%)
• Doctors knew enough about patients' condition and treatment. (93% ; +6%)
• Doctors washed/cleaned their hands at appropriate times. (94% ; +6%)
• Nurses knew enough about patients' condition and treatment. (94% ; +5%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (94% ; +7%)
• Nurses listened to patients if they had any questions or concerns. (96% ; +5%)
• Nurses washed/cleaned their hands at appropriate times. (98% ; +4%)

13.69. Compared to the last survey, there were no areas in NHS Western Isles where patients were significantly less likely to report a positive experience.

NHS Western Isles - Comparison with Scottish average

13.70. Compared to this year's results for Scotland, NHS Western Isles patients were significantly more likely to report a positive experience in the following areas:

• Overall rating of any care and treatment received in A&E. (99% ; +12%)
• In A&E patients were told how long they would have to wait to see a doctor/nurse. (68% ; +24%)
• How patients felt about the time waiting to be seen by a nurse or doctor in A&E. (94% ; +11%)
• In A&E patients were kept informed about what was happening after seeing a doctor/nurse. (80% ; +20%)
• In A&E patients' conditions were explained to them in a way they could understand. (80% ; +13%)
• In A&E patients had enough privacy when being examined or treated. (100% ; +3%)
• In A&E patients felt safe. (98% ; +11%)
• How patients felt about the time they waited to be admitted to hospital after they were referred. (98% ; +10%)
• Overall rating of hospital admission process. (96% ; +13%)
• How patients felt about the time they waited to get to a ward. (93% ; +7%)
• Overall rating of hospital/ward environment. (97% ; +9%)
• The main ward or room patients stayed in was clean. (98% ; +3%)
• The bathrooms and toilets were clean. (97% ; +6%)
• Patients were not bothered by noise at night from other patients. (71% ; +17%)
• Patients were not bothered by noise at night from hospital staff. (79% ; +10%)
• Patients were happy with the food/meals they received. (89% ; +21%)
• Patients were happy with the drinks they received. (94% ; +10%)
• When patients called they received assistance within a reasonable time. (96% ; +8%)
• Patients knew which nurse was in charge of the ward. (54% ; +12%)
• Patients had enough time with the people that matter to them. (89% ; +8%)
• Overall rating of care and treatment during hospital stay. (96% ; +7%)
• Patients were able to get adequate pain relief when they needed it. (98% ; +7%)
• Patients had enough privacy when their condition and treatment were discussed. (92% ; +5%)
• Patients got enough help with washing and dressing when they needed it. (96% ; +9%)
• Patients got enough help with eating and drinking when they needed it. (94% ; +9%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (97% ; +10%)
• Patients were kept as physically comfortable as they could expect to be. (99% ; +7%)
• Patients were involved as much as they wanted in decisions about their care and treatment. (70% ; +9%)
• Patients felt that the people that matter to them were involved in decisions about their care and treatment. (65% ; +9%)
• Staff took adequate care when carrying out physical procedures. (91% ; +11%)
• Moving between wards was well managed. (91% ; +20%)
• Patients understood the explanations on how the operation or procedure had gone. (81% ; +10%)
• Overall rating of all staff patients came into contact with. (97% ; +6%)
• Doctors washed/cleaned their hands at appropriate times. (94% ; +3%)
• Nurses knew enough about patients' condition and treatment. (94% ; +7%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (94% ; +10%)
• Nurses listened to patients if they had any questions or concerns. (96% ; +6%)
• Nurses washed/cleaned their hands at appropriate times. (98% ; +5%)
• Patients had confidence and trust in the nurses treating them. (96% ; +5%)
• Patients knew which nurse was in charge of their care. (61% ; +14%)
• Patients felt there were enough nurses on duty. (79% ; +15%)
• Staff worked well together in organising patients' care. (85% ; +12%)
• Staff took account of what matters to patients. (81% ; +17%)
• Patients felt they got enough emotional support from staff. (83% ; +16%)
• Staff treated patients with compassion and understanding. (89% ; +15%)
• Overall rating of arrangements for leaving hospital. (91% ; +12%)
• Prior to leaving hospital, patients felt confident that any help they needed had been arranged. (82% ; +11%)
• If eligible, patients were happy with hospital transport arrangements for getting home. (91% ; +9%)
• Patients were involved in decisions about leaving hospital. (83% ; +7%)
• Patients' family or home situation was taken into account when planning discharge from hospital. (89% ; +6%)
• Patients were told about any danger signs to watch for when they left hospital. (80% ; +8%)
• Patients didn't have to wait too long to get their medicines. (89% ; +18%)
• Patients understood what their medicines were for. (98% ; +3%)
• Patients understood the possible side effects of their medicines. (90% ; +9%)

13.71. Compared to this year's results for Scotland, there were no areas in NHS Western Isles where patients were significantly less likely to report a positive experience.

National Waiting Times Centre

National Waiting Times Centre - Comparison with previous survey

13.72. In the National Waiting Times Centre 616 people responded to the survey (75%).

13.73. Compared to the last survey, the National Waiting Times Centre patients were significantly more likely to report a positive experience in the following areas:

• When patients called they received assistance within a reasonable time. (99% ; +3%)
• Overall rating of care and treatment during hospital stay. (99% ; +3%)
• Patients got enough help with washing and dressing when they needed it. (97% ; +3%)
• Patients got enough help with eating and drinking when they needed it. (94% ; +8%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (95% ; +4%)
• Overall rating of all staff patients came into contact with. (98% ; +2%)
• Doctors knew enough about patients' condition and treatment. (99% ; +2%)
• Overall rating of arrangements for leaving hospital. (94% ; +5%)
• Overall rating of care or support services after leaving hospital. (91% ; +6%)
• Patients felt they got the care and support services that were right for them. (97% ; +6%)

13.74. Compared to the previous survey, there were no areas where National Waiting Times Centre patients were significantly less likely to report a positive experience.

National Waiting Times Centre - Comparison with Scottish average

13.75. Compared to this year's results for Scotland, the National Waiting Times Centre patients were significantly more likely to report a positive experience in the following areas:

• How patients felt about the time they waited to be admitted to hospital after they were referred. (92% ; + 4%)
• Overall rating of hospital admission process. (97% ; +14%)
• How patients felt about the time they waited to get to a ward. (98% ; +12%)
• Overall rating of hospital/ward environment. (99% ; +11%)
• The main ward or room patients stayed in was clean. (99% ; +4%)
• The bathrooms and toilets were clean. (99% ; +8%)
• Patients were not bothered by noise at night from other patients. (85% ; +31%)
• Patients were not bothered by noise at night from hospital staff. (87% ; +18%)
• Patients were happy with the food/meals they received. (89% ; +21%)
• Patients were happy with the drinks they received. (94% ; +10%)
• When patients called they received assistance within a reasonable time. (99% ; +11%)
• Patients did not feel bothered or threatened by other patients/visitors. (94% ; +10%)
• Patients knew which nurse was in charge of the ward. (60% ; +18%)
• Hand-wash gels were available for patients and visitors to use. (99% ; +4%)
• Patients were happy with the visiting hours. (100% ; +5%)
• Patients had enough time with the people that matter to them. (95% ; +14%)
• Overall rating of care and treatment during hospital stay. (99% ; +10%)
• Patients were able to get adequate pain relief when they needed it. (97% ; +6%)
• Patients had enough privacy when being examined or treated. (99% ; +5%)
• Patients had enough privacy when their condition and treatment were discussed. (98% ; +11%)
• Patients got enough help with washing and dressing when they needed it. (97% ; +10%)
• Patients got enough help with eating and drinking when they needed it. (94% ; +9%)
• Patients got enough help with going to the bathroom or toilet when they needed it. (95% ; +8%)
• Patients were kept as physically comfortable as they could expect to be. (98% ; +6%)
• Patients were involved as much as they wanted in decisions about their care and treatment. (79% ; +18%)
• Patients felt that the people that matter to them were involved in decisions about their care and treatment. (72% ; +16%)
• Staff took adequate care when carrying out physical procedures. (93% ; +13%)
• Moving between wards was well managed. (90% ; +19%)
• Beforehand, a member of staff explained the risks and benefits of operation/procedure. (90% ; +10%)
• Beforehand, a member of staff explained what would be done during the operation or procedure. (85% ; +9%)
• Beforehand, patients were told how they may feel after the operation or procedure. (72% ; +11%)
• Beforehand, patients' questions were answered in a way they could understand. (84% ; +9%)
• Patients understood the explanations on how the operation or procedure had gone. (82% ; +11%)
• Overall rating of all staff patients came into contact with. (98% ; +7%)
• Doctors knew enough about patients' condition and treatment. (99% ; +9%)
• Doctors discussed patients' condition and treatment with them in a way they could understand. (97% ; +7%)
• Doctors did not talk in front of patients as if they were not there. (88% ; +8%)
• Doctors listened to patients if they had any questions or concerns. (97% ; +7%)
• Doctors washed/cleaned their hands at appropriate times. (98% ; +7%)
• Patients had confidence and trust in the doctors treating them. (99% ; +8%)
• Nurses knew enough about patients' condition and treatment. (97% ; +10%)
• Nurses discussed patients' condition and treatment with them in a way they could understand. (94% ; +10%)
• Nurses did not talk in front of patients as if they were not there. (91% ; +8%)
• Nurses listened to patients if they had any questions or concerns. (97% ; +7%)
• Nurses washed/cleaned their hands at appropriate times. (98% ; +5%)
• Patients had confidence and trust in the nurses treating them. (97% ; +6%)
• Patients knew which nurse was in charge of their care. (69% ; +22%)
• Patients felt there were enough nurses on duty. (92% ; +28%)
• Staff worked well together in organising patients' care. (91% ; +18%)
• Staff took account of what matters to patients. (83% ; +19%)
• Patients felt they got enough emotional support from staff. (82% ; +15%)
• Staff treated patients with compassion and understanding. (86% ; +12%)
• Overall rating of arrangements for leaving hospital. (94% ; +15%)
• How patients felt about the length of time they were in hospital. (92% ; +4%)
• Patients felt confident they could look after themselves after leaving hospital. (90% ; +5%)
• Prior to leaving hospital, patients felt confident that any help they needed had been arranged. (80% ; +9%)
• If eligible, patients were happy with hospital transport arrangements for getting home. (94% ; +12%)
• Patients were involved in decisions about leaving hospital. (85% ; +9%)
• Patients' family or home situation was taken into account when planning discharge from hospital. (90% ; +7%)
• Patients knew who to contact if they had any questions after leaving hospital. (94% ; +14%)
• Patients were told about any danger signs to watch for when they left hospital. (91% ; +19%)
• Patients didn't have to wait too long to get their medicines. (89% ; +18%)
• Patients understood what their medicines were for. (98% ; +3%)
• Patients understood how and when to take their medicines. (98% ; +1%)
• Patients understood the possible side effects of their medicines. (86% ; +5%)
• Overall rating of care or support services after leaving hospital. (91% ; +8%)
• Patients had to stay in hospital longer than expected to wait for their care or support services to be organised. (96% ; +10%)
• Patients felt they got the care and support services that were right for them. (97% ; +7%)
• Patients saw/received information on how to provide feedback or complain about the care they received. (70% ; +34%)

13.76. Compared to this year's results for Scotland, there were no areas for the National Waiting Times Centre where patients were significantly less likely to report a positive experience.