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Patient experience in adult NHS services: improving the experience of care for people using adult NHS services [CG138]

Measuring the use of this guidance

Recommendation: 1.1.7

If appropriate, discuss with the patient their need for psychological, social, spiritual and/or financial support. Offer support and information to the patient and/or direct them to sources of support and information. Review their circumstances and need for support regularly.

What was measured: Proportion of all cancer patients who reported that hospital staff gave them information about support or self-help groups for people with cancer.
Data collection end: June 2015
83%
Data collection end: June 2016
83.9%
Data collection end: March 2018
85.8%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of all cancer patients who reported that hospital staff gave them information about how to get financial help or any benefits they may be entitled to.
Data collection end: June 2015
54.7%
Data collection end: June 2016
56.4%
Data collection end: March 2018
58.2%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.2.1

All staff involved in providing NHS services should: - treat patients with respect, kindness, dignity, compassion, understanding, courtesy and honesty - respect the patient's right to confidentiality - not discuss the patient in their presence without involving them in the discussion.

What was measured: Proportion of all cancer patients who reported that groups of doctors and nurses talked in front of them as if they weren't there.
Data collection end: June 2015
18.7%
Data collection end: June 2016
18.1%
Data collection end: March 2018
17.5%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of all cancer patients who reported that, overall, they felt they were treated with respect and dignity while they were in hospital.
Data collection end: June 2015
87.5%
Data collection end: June 2016
88%
Data collection end: March 2018
88.8%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of respondents who reported that, overall, they were “always” treated with respect and dignity while they were in hospital.
Data collection end: March 2014
81%
Data collection end: July 2015
84%
Data collection end: January 2017
84%
Data collection end: July 2017
82%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that doctors "often" or "sometimes" talked in front of them as if they weren't there.
Data collection end: March 2014
23%
Data collection end: July 2015
22%
Data collection end: January 2017
22%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that nurses "often" or "sometimes" talked in front of them as if they weren't there.
Data collection end: March 2014
19%
Data collection end: July 2015
18%
Data collection end: January 2017
17%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that they were "always" given enough privacy when discussing their condition or treatment.
Data collection end: March 2014
75%
Data collection end: July 2015
77%
Data collection end: July 2016
75%
Data collection end: July 2017
75%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that they were "always" given enough privacy when being examined or treated.
Data collection end: March 2014
91%
Data collection end: July 2015
91%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that they were "definitely" given enough privacy when being examined or treated in the Accident and Emergency department.
Data collection end: March 2014
77%
Data collection end: July 2015
79%
Data collection end: July 2017
78%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that doctors "often" or "sometimes" talked in front of them as if they weren't there.
Data collection end: July 2017
23%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that nurses "often" or "sometimes" talked in front of them as if they weren't there.
Data collection end: July 2017
17%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of people who reported that, the last time they had a general practice appointment, the healthcare professional was good or very good at treating them with care and concern.
Data collection end: March 2018
87.4%
Number that met the criteria: 618106 / 707298
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a GP from their GP surgery, the GP was good or very good at treating them with care and concern.
Data collection end: March 2014
83.1%
Data collection end: March 2015
82.9%
Data collection end: March 2016
83.1%
Data collection end: March 2017
82.8%
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a nurse from their GP surgery, the nurse was good or very good at treating them with care and concern.
Data collection end: March 2014
78.9%
Data collection end: March 2015
77.5%
Data collection end: March 2016
77.5%
Data collection end: March 2017
77.5%
Area covered: England
Source: NHS England. GP Patient Survey.


Recommendation: 1.2.6

All healthcare professionals directly involved in patient care should receive education and training, relevant to their post, on the importance of: •providing adequate and appropriate nutrition •assessing and managing pain

What was measured: Proportion of patients attending a type 1 emergency department who felt the hospital staff 'definitely' did everything they could to control their pain.
Data collection end: September 2016
61%
Number that met the criteria: 14415 / 23631
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt the hospital staff 'definitely' did everything they could to control their pain.
Data collection end: September 2016
63%
Number that met the criteria: 924 / 1467
Area covered: England
Source: Care Quality Commission. Emergency department survey.


Recommendation: 1.2.7

Ensure that the patient's nutrition and hydration are adequate at all times, if the patient is unable to manage this themselves, by: • providing regular food and fluid of adequate quantity and quality in an environment conducive to eating • placing food and drink where the patient can reach them easily • encouraging and helping the patient to eat and drink if needed • providing appropriate support, such as modified eating and/or drinking aids.

What was measured: Proportion of respondents who reported that they "always" got enough help from staff to eat their meals.
Data collection end: March 2014
64%
Data collection end: July 2015
66%
Data collection end: January 2017
64%
Data collection end: July 2017
62%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported "Yes" that during their time in hospital they had enough to drink.
Data collection end: July 2017
93%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.2.8

If a patient is unable to manage their own pain relief: do not assume that pain relief is adequate ask them regularly about pain assess pain using a pain scale if necessary (for example, on a scale of 1 to 10) provide pain relief and adjust as needed.

What was measured: Proportion of respondents who reported that they thought the hospital staff "definitely" did everything they could to help control their pain.
Data collection end: July 2016
68%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of all cancer patients who reported that hospital staff "definitely" did everything they could to help control their pain.
Data collection end: June 2015
83.9%
Data collection end: June 2016
84%
Data collection end: March 2018
84.3%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.2.9

Ensure that the patient's personal needs (for example, relating to continence, personal hygiene and comfort) are regularly reviewed and addressed. Regularly ask patients who are unable to manage their personal needs what help they need. Address their needs at the time of asking and ensure maximum privacy.

What was measured: Proportion of respondents who answered 'yes, always' when asked if they received enough help from staff to wash or keep themselves clean.
Data collection end: July 2017
70%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.2.11

When patients in hospital are taking medicines for long-term conditions, assess and discuss with them whether they are able and would prefer to manage these medicines themselves.

What was measured: Proportion of inpatients with diabetes who reported being satisfied with their ability to self-administer insulin.
Data collection end: September 2015
56.5%
Data collection end: September 2016
55.3%
Data collection end: September 2017
57.2%
Area covered: England and Wales
Source: NHS Digital. National Diabetes Inpatient Audit.

What was measured: Proportion of respondents who responded "Yes always" When asked 'If you brought your own medication with you to hospital, were you able to take it when you needed to?'.
Data collection end: July 2016
64%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.3.4

Hold discussions in a way that encourages the patient to express their personal needs and preferences for care, treatment, management and self-management. Allow adequate time so that discussions do not feel rushed.

What was measured: Proportion of patients attending a type 1 emergency department who felt that they 'definitely' had enough time to discuss their health or medical problem with the doctor or nurse.
Data collection end: September 2016
73%
Number that met the criteria: 29754 / 40759
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt that they 'definitely' had enough time to discuss their health or medical problem with the doctor or nurse.
Data collection end: September 2016
81%
Number that met the criteria: 2871 / 3544
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of people who reported that, the last time they had a general practice appointment, the healthcare professional was good or very good at giving them enough time.
Data collection end: March 2018
86.8%
Number that met the criteria: 613688 / 706632
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a GP from their GP surgery, the GP was good or very good at giving them enough time.
Data collection end: March 2014
85.8%
Data collection end: May 2015
85.2%
Data collection end: March 2016
85.4%
Data collection end: March 2017
84.4%
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a nurse from their GP surgery, the nurse was good or very good at giving them enough time.
Data collection end: March 2014
81.1%
Data collection end: March 2015
79.6%
Data collection end: March 2016
79.5%
Data collection end: March 2017
79.5%
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they had a general practice appointment, the healthcare professional was good or very good at listening to them.
Data collection end: March 2018
89%
Number that met the criteria: 628321 / 706136
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a GP from their GP surgery, the GP was good or very good at listening to them.
Data collection end: March 2014
85.8%
Data collection end: March 2015
85.2%
Data collection end: March 2016
85.4%
Data collection end: March 2017
84.4%
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a nurse from their GP surgery, the nurse was good or very good at listening to them.
Data collection end: March 2014
80%
Data collection end: March 2015
78.7%
Data collection end: March 2016
78.7%
Data collection end: March 2017
78.6%
Area covered: England
Source: NHS England. GP Patient Survey.


Recommendation: 1.3.12

Encourage the patient to give feedback about their care. Respond to any feedback given.

What was measured: Proportion of respondents who reported that they were asked to give their views on the quality of their care during their hospital stay.
Data collection end: March 2014
22%
Data collection end: July 2015
21%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.3.13

If necessary, provide patients with information about complaints procedures and help them to access these.

What was measured: Proportion of respondents who reported that they saw, or were given information explaining how to complain to the hospital about the care they received.
Data collection end: July 2014
26%
Data collection end: July 2015
25%
Data collection end: July 2016
24%
Data collection end: July 2017
26%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.4.2

For patients who use a number of different services (for example, services in both primary and secondary care, or attending different clinics in a hospital), ensure effective coordination and prioritisation of care to minimise the impact on the patient.

What was measured: Proportion of all cancer patients who reported that the different people treating and caring for them (such as GP, hospital doctors, hospital nurses, specialist nurses, community nurses) worked well together to give them the best possible care.
Data collection end: June 2015
60.7%
Data collection end: June 2016
61.2%
Data collection end: March 2018
61.6%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of patients who responded 'yes definitely' when asked if, in their opinion, the specialist they saw in hospital had been given all of the necessary information about their condition or illness from the person who referred them.
Data collection end: March 2014
82%
Data collection end: July 2015
83%
Data collection end: July 2016
81%
Data collection end: July 2017
82%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.4.3

Ensure clear and timely exchange of patient information: • between healthcare professionals (particularly at the point of any transitions in care) • between healthcare and social care professionals (with the patient's consent)

What was measured: Proportion of ward staff that said the nutrition and hydration needs of people with dementia were communicated at handover/briefings.
Data collection end: November 2016
80%
Number that met the criteria: 7238 / 9090
Area covered: National
Source: Royal College of Psychiatrists. National Audit of Dementia.


Recommendation: 1.4.5

Inform the patient about: who is responsible for their clinical care and treatment the roles and responsibilities of the different members of the healthcare team the communication about their care that takes place between members of the healthcare team.

What was measured: Proportion of respondents who answered 'yes, always' when asked: 'Did you know which nurse was in charge of looking after you?'
Data collection end: July 2017
50%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.4.6

Give the patient (and their family members and/or carers if appropriate) information about what to do and who to contact in different situations, such as 'out of hours' or in an emergency.

What was measured: Proportion of respondents who reported that hospital staff told them who to contact if they were worried about their condition or treatment after they left hospital.
Data collection end: March 2014
79%
Data collection end: July 2015
78%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of patients attending a type 1 emergency department who were told who to contact if they were concerned about their condition or treatment after discharge.
Data collection end: September 2016
73%
Number that met the criteria: 19138 / 26216
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who were told who to contact if they were concerned about their condition or treatment after discharge.
Data collection end: September 2016
78%
Number that met the criteria: 2170 / 2782
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of respondents who reported that hospital staff told them who to contact if they were worried about their condition or treatment after they left hospital.
Data collection end: July 2016
75%
Data collection end: July 2017
76%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of all cancer patients who reported that hospital staff told them who to contact if they were worried about their condition or treatment after they left hospital.
Data collection end: June 2015
93.7%
Data collection end: June 2016
93.9%
Data collection end: March 2018
94.2%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.5.1

Ensure that the environment is conducive to discussion and that the patient's privacy is respected, particularly when discussing sensitive, personal issues.

What was measured: Proportion of all cancer patients who reported they were given enough privacy when discussing their condition or treatment.
Data collection end: June 2015
84.8%
Data collection end: June 2016
85.3%
Data collection end: March 2018
85.7%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of patients attending a type 1 emergency department who felt that they were 'definitely' given enough privacy when being examined or treated.
Data collection end: September 2016
82%
Number that met the criteria: 33475 / 40823
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt that they were 'definitely' given enough privacy when being examined or treated.
Data collection end: September 2016
88%
Number that met the criteria: 3106 / 3529
Area covered: England
Source: Care Quality Commission. Emergency department survey.


Recommendation: 1.5.3

Ask the patient how they wish to be addressed and ensure that their choice is respected and used.

What was measured: Proportion of all cancer patients who reported that, while they were in hospital, all of the doctors and nurses asked them what name they preferred to be called by.
Data collection end: June 2015
66.5%
Data collection end: June 2016
67.7%
Data collection end: March 2018
68.7%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.5.6

Avoid using jargon. Use words the patient will understand, define unfamiliar words and confirm understanding by asking questions.

What was measured: Proportion of patients attending a type 1 emergency department who felt that they 'definitely' had their condition and treatment explained to them in a way that they could understand.
Data collection end: September 2016
69%
Number that met the criteria: 26853 / 38917
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt that they 'definitely' had their condition and treatment explainted to them in a way that they could understand.
Data collection end: September 2016
78%
Number that met the criteria: 2664 / 3416
Area covered: England
Source: Care Quality Commission. Emergency department survey.


Recommendation: 1.5.10

All staff involved in providing NHS services should have demonstrated competency in relevant communication skills.

What was measured: Proportion of all cancer patients who reported that the results of their test were explained in a way they could understand.
Data collection end: June 2015
78.8%
Data collection end: June 2016
79.1%
Data collection end: March 2018
79.5%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of all cancer patients who reported that, after their operation, a member of staff explained how it had gone in a way they could understand.
Data collection end: June 2015
77.6%
Data collection end: June 2016
78.8%
Data collection end: March 2018
79%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of all cancer patients who reported that, when they had important questions to ask a Clinical Nurse Specialist, they got answers they could understand all or most of the time.
Data collection end: June 2015
88.5%
Data collection end: June 2016
88.4%
Data collection end: March 2018
88%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of all cancer patients who said they understood the explanation of what was wrong with them.
Data collection end: June 2015
73.1%
Data collection end: June 2016
73.2%
Data collection end: March 2018
73.3%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.5.11

Give the patient information, and the support they need to make use of the information, in order to promote their active participation in care and self-management.

What was measured: Proportion of patients attending a type 1 emergency department who felt that they were given the 'right amount' of information about their condition or treatment.
Data collection end: September 2016
77%
Number that met the criteria: 31279 / 40622
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt that they were given the 'right amount' of information about their condition or treatment.
Data collection end: September 2016
84%
Number that met the criteria: 2948 / 3510
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients who had tests while attending a type 1 emergency department that felt that they 'definitely' had the reason for the tests explained to them in a way that they could understand.
Data collection end: September 2016
76%
Number that met the criteria: 21774 / 28650
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients who had tests while attending a type 3 emergency department that felt that they 'definitely' had the reason for the tests explained to them in a way that they could understand.
Data collection end: September 2016
87%
Number that met the criteria: 944 / 1085
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients who had tests while attending a type 1 emergency department that felt that they 'definitely' had the results of the tests explained to them in a way that they could understand.
Data collection end: September 2016
78%
Number that met the criteria: 15988 / 20498
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients who had tests while attending a type 3 emergency department that felt that they 'definitely' had the results of the tests explained to them in a way that they could understand.
Data collection end: September 2016
87%
Number that met the criteria: 432 / 496
Area covered: England
Source: Care Quality Commission. Emergency department survey.


Recommendation: 1.5.12

Give the patient both oral and written information.

What was measured: Proportion of respondents who reported that, before they left hospital, they were given any written or printed information about what they should or should not do after leaving hospital.
Data collection end: March 2014
69%
Data collection end: July 2015
66%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that, before they left hospital, they were given any written or printed information about what they should or should not do after leaving hospital.
Data collection end: July 2016
61%
Data collection end: July 2017
62%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of people with a care plan to manage their long-term condition who reported that they were given (or offered) a written or printed copy of this plan.
Data collection end: March 2018
33.1%
Number that met the criteria: 26931 / 81399
Area covered: England
Source: NHS England. GP Patient Survey.


Recommendation: 1.5.14

Explore the patient's preferences about the level and type of information they want. Based on this, give the patient (and their family members and/or carers if appropriate) clear, consistent, evidence-based, tailored information throughout all stages of their care. This should include, but not be limited to, information on: • their condition and any treatment options • where they will be seen • who will undertake their care • expected waiting times for consultations, investigations and treatments.

What was measured: Proportion of respondents who reported that they were given "the right amount" of information about their condition or treatment.
Data collection end: March 2014
80%
Data collection end: July 2015
81%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that they were given "the right amount" of information about their condition or treatment while they were in the Accident and Emergency department.
Data collection end: March 2014
74%
Data collection end: July 2015
77%
Data collection end: July 2017
76%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that before the operation or procedure, a member of staff "completely" explained what would be done.
Data collection end: March 2014
76%
Data collection end: July 2015
77%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt that sometimes a member of staff will say one thing and another will say something quite different.
Data collection end: September 2016
5%
Number that met the criteria: 176 / 3515
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of respondents who responded "Yes" when asked When you were referred to see a specialist, were you offered a choice of hospital for your first hospital appointment?
Data collection end: July 2014
26%
Data collection end: July 2015
27%
Data collection end: July 2016
26%
Data collection end: July 2017
27%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that they were given the "right amount" of information about their condition or treatment.
Data collection end: July 2017
78%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who responded "Yes definitely" when asked if the doctors or nurses gave your family, friends or carers all the information they needed to help care for you.
Data collection end: July 2017
49%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.


Recommendation: 1.5.16

Ask the patient whether they want to be accompanied at consultations by a family member, friend or advocate, and whether they would like to take notes and/or an audio recording of the consultation.

What was measured: Proportion of all cancer patients who reported being told they could bring a family member or friend with them when they were first told they had cancer.
Data collection end: June 2015
78.8%
Data collection end: June 2016
75.9%
Data collection end: March 2018
77.2%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.5.17

Give the patient (and/or their family members and carers) information to enable them to use any medicines and equipment correctly. Ensure that the patient and their family members and carers feel adequately informed, prepared and supported to use medicines and equipment and to carry out self-care and self-management.

What was measured: Proportion of respondents who reported that a member of staff "completely" explained the purpose of the medicines they were to take at home in a way they could understand.
Data collection end: March 2014
76%
Data collection end: July 2015
76%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that they were "definitely" told how to take their medication at home in a way they could understand.
Data collection end: March 2014
76%
Data collection end: July 2015
76%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported they were "definitely" given clear written or printed information about the medicines they took home.
Data collection end: March 2014
72%
Data collection end: July 2015
72%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported they were "definitely" told about medication side effects to watch for when they went home.
Data collection end: March 2014
40%
Data collection end: July 2015
41%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of patients attending a type 1 emergency department who had the purpose of the medications prescribed to take home with them 'completely' explained in a way they could understand.
Data collection end: September 2016
86%
Number that met the criteria: 7824 / 9098
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who had the purpose of the medications prescribed to take home with them 'completely' explained in a way they could understand.
Data collection end: September 2016
93%
Number that met the criteria: 119 / 128
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 1 emergency department who felt that they were 'completely' told about medication side effects to watch out for.
Data collection end: September 2016
45%
Number that met the criteria: 3385 / 7522
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt that they were 'completely' told about medication side effects to watch out for.
Data collection end: September 2016
65%
Number that met the criteria: 46 / 71
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of respondents who responded "Yes always" When asked 'If you brought your own medication with you to hospital, were you able to take it when you needed to?'.
Data collection end: July 2017
64%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of respondents who reported that they were "definitely" told how to take their medication at home in a way they could understand.
Data collection end: July 2016
75%
Data collection end: July 2017
75%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of all cancer patients who said that doctors or nurses gave their family or someone close to them all the information they needed to help care for them at home.
Data collection end: June 2015
57.5%
Data collection end: June 2016
58%
Data collection end: March 2018
59.3%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.5.18

Advise the patient where they might find reliable high-quality information and support after consultations, from sources such as national and local support groups, networks and information services.

What was measured: Proportion of all cancer patients who reported that hospital staff gave them information about support or self-help groups for people with cancer.
Data collection end: June 2015
83%
Data collection end: June 2016
83.9%
Data collection end: March 2018
85.8%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.


Recommendation: 1.5.20

When discussing decisions about investigations and treatment, do so in a style and manner that enables the patient to express their personal needs and preferences.

What was measured: Proportion of all cancer patients who reported that they were involved as much as they wanted to be in decisions about their care and treatment.
Data collection end: June 2015
77.6%
Data collection end: June 2016
77.8%
Data collection end: March 2018
78.5%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of respondents who reported that they were "definitely" involved as much as they wanted to be in decisions about their care and treatment.
Data collection end: March 2014
57%
Data collection end: July 2015
60%
Data collection end: January 2017
56%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of patients attending a type 1 emergency department who felt that they were 'definitely' involved as much as they wanted to be in decisions about their care.
Data collection end: September 2016
64%
Number that met the criteria: 24613 / 38458
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt that they were 'definitely' involved as much as they wanted to be in decisions about their care.
Data collection end: September 2016
74%
Number that met the criteria: 2530 / 3419
Area covered: England
Source: Care Quality Commission. Emergency department survey.

What was measured: Proportion of respondents who reported that they were "definitely" involved as much as they wanted to be in decisions about their care and treatment.
Data collection end: July 2017
56%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of people who reported that, the last time they had a general practice appointment, they were definitely or to some extent involved as much as they wanted to be in decisions about their care and treatment.
Data collection end: March 2018
93.5%
Number that met the criteria: 583176 / 624018
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a GP from their GP surgery, the GP was good or very good at involving them in decisions about their care.
Data collection end: March 2014
75.3%
Data collection end: March 2015
74.3%
Data collection end: March 2016
74.9%
Data collection end: March 2017
74.3%
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a nurse from their GP surgery, the nurse was good or very good at involving them in decisions about their care.
Data collection end: March 2014
67.4%
Data collection end: March 2015
65.5%
Data collection end: March 2016
65.8%
Data collection end: March 2017
65.9%
Area covered: England
Source: NHS England. GP Patient Survey.


Recommendation: 1.5.22

When offering any investigations or treatments: - explain the medical aims of the proposed care to the patient - openly discuss and provide information about the risks, benefits and consequences of the investigation or treatment options (taking into account factors such as coexisting conditions and the patient's preferences) - clarify what the patient hopes the treatment will achieve and discuss any misconceptions with them - set aside adequate time to allow any questions to be answered, and ask the patient if they would like a further consultation.

What was measured: Proportion of all cancer patients who reported that, before their cancer treatment started, their treatment options were explained to them.
Data collection end: June 2015
82.7%
Data collection end: June 2016
82.6%
Data collection end: March 2018
82.9%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of all cancer patients who reported that the possible side effects of treatment(s) were explained to them in a way they could understand.
Data collection end: June 2015
72.7%
Data collection end: June 2016
72.4%
Data collection end: March 2018
73.2%
Area covered: England
Source: Quality Health. National Cancer Patient Experience Survey.

What was measured: Proportion of respondents who reported that, before their operation or procedure, a member of staff explained the risks and benefits of it in a way they could understand.
Data collection end: March 2014
82%
Data collection end: July 2015
84%
Area covered: England
Source: Care Quality Commission. National Inpatient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a GP from their GP surgery, the GP was good or very good at explaining tests and treatments.
Data collection end: March 2014
82.6%
Data collection end: March 2015
81.5%
Data collection end: March 2016
82.1%
Data collection end: March 2017
81.4%
Area covered: England
Source: NHS England. GP Patient Survey.

What was measured: Proportion of people who reported that, the last time they saw or spoke to a nurse from their GP surgery, the nurse was good or very good at explaining tests and treatments.
Data collection end: March 2014
77.7%
Data collection end: March 2015
76.1%
Data collection end: March 2016
76.3%
Data collection end: March 2017
76.1%
Area covered: England
Source: NHS England. GP Patient Survey.



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