Patient experience in adult NHS services [QS15]

Measuring the use of this guidance

Statement: 1

People using adult NHS services are treated with empathy, dignity and respect.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel they have been treated with dignity, kindness, compassion, courtesy, respect, understanding and honesty.

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%

Data collection end: July 2018

80%

Area covered:	England
Source:	Care Quality Commission. Adult 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. Adult 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. Adult Inpatient 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.

What was measured: Proportion of patients attending a type 1 emergency department who felt distressed but that they were 'definitely' reassured by a member of staff.

Data collection end: September 2016

48%

Number that met the criteria: 8568 / 17849

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt distressed but that they were 'definitely' reassured by a member of staff.

Data collection end: September 2016

64%

Number that met the criteria: 109 / 171

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 the doctors and nurses 'definitely' listened to what they had to say.

Data collection end: September 2016

78%

Number that met the criteria: 31398 / 40254

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 the doctors and nurses 'definitely' listened to what they had to say.

Data collection end: September 2016

85%

Number that met the criteria: 2961 / 3484

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 '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 patients attending a type 1 emergency department who felt that doctors and nurses 'definitely' talked to each other as if they weren't there.

Data collection end: September 2016

Number that met the criteria: 2419 / 40319

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 doctors and nurses 'definitely' talked to each other as if they weren't there.

Data collection end: September 2016

Number that met the criteria: 140 / 3493

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 1 emergency department who had their anxieties about their condition or treatment 'completely' discussed with a doctor or nurse

Data collection end: September 2016

57%

Number that met the criteria: 16182 / 28389

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who had their anxieties about their condition or treatment 'completely' discussed with a doctor or nurse.

Data collection end: September 2016

67%

Number that met the criteria: 1432 / 2137

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 1 emergency department who felt they treated with respect and dignity 'all of the time'.

Data collection end: September 2016

78%

Number that met the criteria: 31793 / 40760

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department who felt they treated with respect and dignity 'all of the time'.

Data collection end: September 2016

86%

Number that met the criteria: 3025 / 3517

Area covered:	England
Source:	Care Quality Commission. Emergency department 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%

Data collection end: July 2018

24%

Area covered:	England
Source:	Care Quality Commission. Adult 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%

Data collection end: July 2018

18%

Area covered:	England
Source:	Care Quality Commission. Adult 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 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.

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.

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 2019

86.7%

Number that met the criteria: 621482 / 716885

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 2019

88.9%

Number that met the criteria: 636719 / 716337

Area covered:	England
Source:	NHS England. GP Patient Survey.

Quality standard measure: Proportion of people who feel they are treated with respect and dignity while staying in hospital.

What was measured: Proportion of carers of people with dementia in hospital who reported that the person with dementia was 'definitely' treated with respect by hospital staff.

Data collection end: October 2018

78%

Area covered:	National
Source:	Royal College of Psychiatrists. National Audit of Dementia.

Quality standard measure: Proportion of people who feel they are treated with respect and dignity while staying in hospital.

Data collection end: March 2019

87.4%

Number that met the criteria: 626748 / 717472

Area covered:	England
Source:	NHS England. GP Patient Survey.

Statement: 4

People using adult NHS services experience care and treatment that is tailored to their needs and preferences.

Quality standard measure: Proportion of people accessing NHS services who have their needs and preferences assessed, addressed and regularly reviewed.

What was measured: Proportion of carers of people with dementia in hospital who reported that they were 'definitely' asked by staff about the person with dementia's needs.

Data collection end: October 2018

48%

Area covered:	National
Source:	Royal College of Psychiatrists. National Audit of Dementia.

Statement: 6

People using adult NHS services are supported in shared decision making.

Quality standard measure: Proportion of people staying in hospital who reported that they were involved as much as they wanted to be in decisions about their care and treatment in hospital.

What was measured: Proportion of carers of people with dementia in hospital who reported that they, or the person with dementia, were 'definitely' kept involved in decisions about care.

Data collection end: October 2018

51%

Area covered:	National
Source:	Royal College of Psychiatrists. National Audit of Dementia.

Quality standard measure: Proportion of people who were involved in decisions about their care and treatment as much as they wanted to be at their last GP appointment.

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 2019

93.4%

Number that met the criteria: 591138 / 632960

Area covered:	England
Source:	NHS England. GP Patient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that people feel able to make decisions that reflect what is important to them.

What was measured: Proportion of people with a long-term condition who reported having had a conversation with a healthcare professional from their GP practice to discuss what is important to them when managing their condition or conditions.

Data collection end: March 2019

39.5%

Number that met the criteria: 145107 / 367450

Area covered:	England
Source:	NHS England. GP Patient Survey.

Archived quality statements

Quality statements that are no longer current have been archived.

View archived quality statements

Previous number Quality statement: 2

View quality statement

Archive date 01 June 2019

Patients experience effective interactions with staff who have demonstrated competency in relevant communication skills.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of respondents who reported that, after their operation or procedure, a member of staff explained how it had gone in a way they could understand "completely".

Data collection end: March 2014

68%

Data collection end: July 2015

69%

Data collection end: January 2017

69%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of respondents who reported that, before their operation or procedure, a member of staff answered their questions about it in a way they could understand "completely".

Data collection end: March 2014

78%

Data collection end: July 2015

80%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of respondents who reported that, before their operation or procedure, the anaesthetist or another member of staff explained how he or she would put them to sleep or control their pain in a way they could understand "completely".

Data collection end: March 2014

85%

Data collection end: July 2015

86%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of men who received radical prostatectomy that felt they were given the right amount of information about their condition and treatment.

Data collection end: April 2016

87%

Area covered:	England
Source:	Royal College of Surgeons National prostate cancer audit

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of men who received external beam radiation therapy that were given the name of a clinical nurse specialist.

Data collection end: April 2016

85%

Area covered:	England
Source:	Royal College of Surgeons National prostate cancer audit

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of respondents who reported that, after their operation or procedure, a member of staff explained how it had gone in a way they could understand "completely".

Data collection end: July 2017

69%

Data collection end: July 2018

67%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of men with prostate cancer who that felt they were given the right amount of information about their condition and treatment.

Data collection end: March 2017

90%

Area covered:	England
Source:	Royal College of Surgeons National prostate cancer audit

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

What was measured: Proportion of people with a neurological condition who said they and their family completely understood the explanation they were given about their condition at their diagnosis.

Data collection end: March 2019

38%

Area covered:	England
Source:	The Neurological Alliance. The National Neurology Patient Experience Survey.

Previous number Quality statement: 3

View quality statement

Archive date 01 June 2019

Patients are introduced to all healthcare professionals involved in their care, and are made aware of the roles and responsibilities of the members of the healthcare team.

Quality standard measure: Evidence of local arrangements to ensure that patients are introduced to all healthcare professionals involved in their care, and are made aware of the roles and responsibilities of the 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: January 2017

49%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients were introduced to all healthcare professionals involved in their care, and were made aware of the roles and responsibilities of the 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%

Data collection end: July 2018

49%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Previous number Quality statement: 4

View quality statement

Archive date 01 July 2019

Patients have opportunities to discuss their health beliefs, concerns and preferences to inform their individualised care.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel they had opportunities to discuss their health beliefs, concerns and preferences, and these informed their individualised care.

What was measured: Proportion of patients that reported definitely being as involved as they wanted to be in decisions about their care and treatment.

Data collection end: January 2014

53%

Number that met the criteria: 780 / 1465

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

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.

Previous number Quality statement: 5

View quality statement

Archive date 01 June 2019

Patients are supported by healthcare professionals to understand relevant treatment options, including benefits, risks and potential consequences.

Quality standard measure: Evidence from patient experience surveys and feedback that patients were supported by healthcare professionals to understand relevant treatment options, including benefits, risks and potential consequences.

What was measured: Proportion of patients who responded that doctors "always" answered their questions in a way they could understand.

Data collection end: January 2014

63%

Number that met the criteria: 931 / 1475

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

What was measured: Proportion of patients who responded that nurses "always" answered their questions in a way they could understand.

Data collection end: January 2014

53%

Number that met the criteria: 781 / 1469

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

What was measured: Proportion of patients who had a member of staff explain the risks and benefits of the operation or procedure in an understandable way.

Data collection end: January 2014

79%

Number that met the criteria: 747 / 949

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

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%

Data collection end: January 2017

83%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

What was measured: Proportion of patients who responded that nurses "always" answered questions they considered important in a way they could understand.

Data collection end: March 2014

69%

Data collection end: July 2015

71%

Data collection end: January 2017

70%

Data collection end: July 2017

69%

Data collection end: July 2018

68%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

What was measured: Proportion of patients who responded that doctors "always" answered questions they considered important in a way they could understand.

Data collection end: March 2014

69%

Data collection end: July 2015

71%

Data collection end: January 2017

70%

Data collection end: July 2017

68%

Data collection end: July 2018

66%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

What was measured: Proportion of men who received radical surgery for prostate cancer that reported being given a choice of different types of treatment.

Data collection end: April 2016

81%

Area covered:	England
Source:	Royal College of Surgeons National prostate cancer audit

What was measured: Proportion of men who received external beam radiation therapy that reported being given a choice of different types of treatment.

Data collection end: April 2016

42%

Area covered:	England
Source:	Royal College of Surgeons National prostate cancer audit

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: July 2017

81%

Data collection end: July 2018

80%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Previous number Quality statement: 6

View quality statement

Archive date 01 June 2019

Patients are actively involved in shared decision making and supported by healthcare professionals to make fully informed choices about investigations, treatment and care that reflect what is important to them.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

What was measured: Proportion of patients with ulcerative colitis who reported that they were definitely involved in decisions about their discharge from hospital.

Data collection end: January 2014

55%

Number that met the criteria: 801 / 1476

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

What was measured: Proportion of patients that reported having their diagnosis explained to them in a way that they understood.

Data collection end: January 2014

77%

Number that met the criteria: 733 / 952

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

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. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

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%

Data collection end: July 2018

54%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

Data collection end: March 2018

93.5%

Number that met the criteria: 583176 / 624018

Area covered:	England
Source:	NHS England. GP Patient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

Data collection end: March 2018

39.6%

Number that met the criteria: 142879 / 360598

Area covered:	England
Source:	NHS England. GP Patient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel able to make decisions that reflect what is important to them.

What was measured: Proportion of people with a neurological condition who said that they feel fully involved in making choices about their health care.

Data collection end: March 2019

39%

Area covered:	England
Source:	The Neurological Alliance. The National Neurology Patient Experience Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients found that the information provided to facilitate shared decision making was understandable and clearly communicated.

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%

Data collection end: July 2018

77%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Previous number Quality statement: 10

View quality statement

Archive date 01 June 2019

Patients have their physical and psychological needs regularly assessed and addressed, including nutrition, hydration, pain relief, personal hygiene and anxiety.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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: March 2014

70%

Data collection end: July 2015

71%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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%

Data collection end: July 2018

61%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

What was measured: Proportion of respondents who reported that they "always" got enough emotional support from hospital staff during their stay.

Data collection end: March 2014

58%

Data collection end: July 2015

59%

Data collection end: January 2017

58%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

What was measured: Proportion of respondents who reported that they "definitely" found someone on the hospital staff to talk to about their worries and fears.

Data collection end: March 2014

40%

Data collection end: July 2015

42%

Data collection end: January 2017

38%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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: January 2017

72%

Data collection end: July 2017

70%

Data collection end: July 2018

68%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

What was measured: The proportion of people with dementia who, according to their carers, were definitely given enough help with personal care by hospital staff.

Data collection end: November 2016

55%

Number that met the criteria: 2456 / 4433

Area covered:	National
Source:	Royal College of Psychiatrists. National Audit of Dementia.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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%

Data collection end: July 2018

93%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

What was measured: Proportion of respondents who reported that they "definitely" found someone on the hospital staff to talk to about their worries and fears.

Data collection end: July 2017

38%

Data collection end: July 2018

37%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

What was measured: Proportion of respondents who reported that they "always" got enough emotional support from hospital staff during their stay.

Data collection end: July 2017

55%

Data collection end: July 2018

53%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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%

Data collection end: July 2017

69%

Data collection end: July 2018

67%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel their physical and psychological needs were regularly assessed and addressed.

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.

Previous number Quality statement: 11

View quality statement

Archive date 01 June 2019

Patients experience continuity of care delivered, whenever possible, by the same healthcare professional or team throughout a single episode of care.

Quality standard measure: Evidence from patient experience surveys and feedback that, whenever possible, patients saw the same healthcare professional or team throughout a single episode of care

What was measured: Proportion of patients who had one doctor in charge of their overall care.

Data collection end: January 2014

66%

Number that met the criteria: 980 / 1476

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

Previous number Quality statement: 12

View quality statement

Archive date 01 June 2019

Patients experience coordinated care with clear and accurate information exchange between relevant health and social care professionals.

Quality standard measure: Evidence from patient experience surveys and feedback that patients feel that information about their care was shared clearly and accurately between relevant health and social care professionals.

What was measured: Proportion of patients that received copies of letters sent between hospital and family doctors.

Data collection end: January 2014

62%

Number that met the criteria: 901 / 1455

Area covered:	UK
Source:	Royal College of Physicians. IBD inpatient experience audit

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 all cancer patients who reported that, as far as they know, their GP was given enough information about their condition and the treatment they had at the hospital.

Data collection end: June 2015

95.4%

Data collection end: June 2016

95.3%

Data collection end: March 2018

95.3%

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%

Data collection end: July 2018

81%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

What was measured: Proportion of respondents who reported that, in their opinion, the members of staff caring for them "always" worked well together.

Data collection end: July 2015

78%

Data collection end: January 2017

77%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

What was measured: Proportion of respondents who reported that they "often or sometimes" experienced a member of staff saying one thing and another saying something quite different while they were in hospital.

Data collection end: March 2014

32%

Data collection end: July 2015

30%

Data collection end: January 2017

30%

Area covered:	England
Source:	Care Quality Commission. Adult 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

Number that met the criteria: 176 / 3515

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

Data collection end: July 2017

33%

Data collection end: July 2018

35%

Area covered:	England
Source:	Care Quality Commission. Adult Inpatient Survey.

What was measured: Proportion of people with a neurological condition who said that information about their specialist treatment and their condition was effectively passed on to the people who care for them, such as their GP, nurse or family carer.

Data collection end: March 2019

52%

Area covered:	England
Source:	The Neurological Alliance. The National Neurology Patient Experience Survey.

Previous number Quality statement: 13

View quality statement

Archive date 01 June 2019

Patients' preferences for sharing information with their partner, family members and/or carers are established, respected and reviewed throughout their care.

Quality standard measure: Evidence from patient experience surveys and feedback that patients' preferences for sharing information with partners, family members and/or carers were established, respected and reviewed throughout their care.

What was measured: Proportion of patients attending a type 1 emergency department whose family 'definitely' had enough opportunity to talk to a doctor or nurse.

Data collection end: September 2016

61%

Number that met the criteria: 15280 / 25049

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

What was measured: Proportion of patients attending a type 3 emergency department whose family 'definitely' had enough opportunity to talk to a doctor or nurse.

Data collection end: September 2016

68%

Number that met the criteria: 853 / 1254

Area covered:	England
Source:	Care Quality Commission. Emergency department survey.

What was measured: Proportion of all cancer patients who reported that, if their family or someone else close to them wanted to talk to a doctor, they were able to.

Data collection end: June 2015

72.1%

Data collection end: June 2016

73.5%

Data collection end: March 2018

73.4%

Area covered:	England
Source:	Quality Health. National Cancer Patient Experience Survey.

Previous number Quality statement: 14

View quality statement

Archive date 01 June 2019

Patients are made aware of who to contact, how to contact them and when to make contact about their ongoing healthcare needs.

Quality standard measure: Evidence from patient experience surveys and feedback that patients know who to contact, how to contact them and when to make contact about their ongoing healthcare needs.

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. Adult 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%

Data collection end: July 2018

75%

Area covered:	England
Source:	Care Quality Commission. Adult 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.

What was measured: Proportion of all cancer patients who reported finding it easy to contact their Clinical Nurse Specialist.

Data collection end: June 2015

86.6%

Data collection end: June 2016

86.3%

Data collection end: March 2018

86.3%

Area covered:	England
Source:	Quality Health. National Cancer Patient Experience Survey.

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