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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.

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, 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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
6%
Number that met the criteria: 2419 / 40319
Area covered: England
Source: Care Quality Commission. Emergency department survey.

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 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
4%
Number that met the criteria: 140 / 3493
Area covered: England
Source: Care Quality Commission. Emergency department survey.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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 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.
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 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.


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