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Quality Measurement Framework

Care Experience

NHS National Services Scotland ISD Scotland & NHS National Services Scotland

Care Experience

Care Experience is key to understanding quality of care, in particular the person centred ambition. Person centred care describes mutually beneficial partnerships between patients, their families and those delivering health and care services which respect individual needs and values and which demonstrate compassion, continuity, clear communication and shared decision-making.

The indicator provides a high level summary of patient feedback from across Scotland on hospital and GP services. The indicator is a score between 0 and 100, with higher scores representing a better experience (note that it is an overall score based on answers to survey questions and doesn't represent a percentage).

Indicator Update

The latest value of the indicator is 80.9 which is a statistically significant increase of 0.6 compared to 2014. This is the highest score for the indicator since the data started being collected in 2010.

Source: latest results published August 2016 by the Scottish Government

Work that should result in improvement in this indicator

Detailed reports showing the results of their inpatient surveys have been provided to NHS Boards, which they can then use as the basis for improvement work.

Local work to improve care experience includes acting on all types of patient feedback, from local surveys, from Patient Opinion, and from complaints. The person centred Health and Care programme will help to spread this improvement work by providing central support from Healthcare Improvement Scotland.

General Practices, as independent contractors to the NHS, have the responsibility to make improvements to their services based on the views of their patients. Many have set up patient groups and they all receive a report of the results to their patient surveys. Improvement support available to General Practice includes the productive general practice programme and support from the Royal College of General Practitioners as well as local NHS Board input.


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