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Inpatient Experience Survey 2016
Results for
NHS Ayrshire and Arran
August 2016, Official Statistics
Contents
Page
Introduction 3
Notes on interpretation 4
Board summary 6
Chapter 1: Rated results 8
Chapter 2: Comparison with previous surveys 30
Chapter 3: Variation in NHS Board results across Scotland 38
Chapter 4: Demographic questions 51
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 2
Introduction
This report gives a summary of the results of the Inpatient Experience Survey 2016 for NHS Ayrshire & Arran.
http://www.careexperience.scot.nhs.uk/Results2016.html
1,898 NHS Ayrshire & Arran patients returned feedback on their experiences. Of those patients willing to provide information about themselves:
5% were aged 16-34; 10% were aged 35-49; 26% were aged 50-64; and 59% were aged 65 and over.
32% did not have any limiting illness or disability.
44% were male and 56% were female.
Survey questionnaires were sent out in January 2016 to 4,973 people who stayed overnight in an NHS Ayrshire & Arran hospital between 1st April and 30th
September 2015.
The results of the survey will be used by NHS Ayrshire & Arran and the Scottish Government to improve the quality of healthcare in Scotland by focusing on the
areas that patients tell us are important to them and where they consider improvements could be made.
The survey was commissioned by the Scottish Government as part of the Scottish Care Experience Survey Programme, which aims to use the public's
experiences of health and care services to improve those services. The survey was managed by the Scottish Government in partnership with ISD Scotland (part
of NHS National Services Scotland). The survey fieldwork was carried out by Quality Health Ltd.
To find out more about what NHS Ayrshire & Arran is doing to make improvements please contact:
NHS Ayrshire & Arran, Eglinton House
You can find a copy of the survey at:
Ailsa Hospital, Dalmellington Road,
Ayr, KA6 6AB
01292 513674
The survey asked questions about people’s experiences of admission, the hospital ward and environment, care and treatment, operations and procedures, staff,
leaving hospital, care after leaving hospital and medicines.
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 3
Notes of interpretation
Chapter 1- Rated Results
Number of responses - the number of patients within this NHS Board who provided a valid response to this question. Note that patients who indicated that a question
was not relevant, or who did not know the answer, are not included in the results.
Response - the percentage of positive, neutral and negative responses received for this question within this NHS Board. For example when asked if they were happy
with the food and drink they received, the percentage positive refers to patients who strongly agreed or agreed. Where patients said they disagreed or strongly
disagreed these responses have been counted as negative. Where patients neither agreed nor disagreed their responses have been counted as neutral. The coloured
bars illustrate the percentage positive as green (darker green being very positive and lighter green being positive), and the percentage negative as red. Where answers
were neither positive nor negative (neutral) the percentage is shown in yellow. Note that results have been rounded to the nearest whole percentage and this
occasionally results in the sum of positive, neutral and negative percentages not adding up to exactly 100%; this is not an error.
% Positive 2016 - the percent positive result; the total percentage of patients who responded positively (very positive + positive) to this question within this NHS Board.
Change since 2016 - the change in the percent positive result within this NHS Board since the 2014 survey (for example, +2 means that the result in 2016 is two
percentage points higher than in 2014).
Difference from Scotland 2016 - the difference between this NHS Board's percent positive result and the equivalent result for NHS Scotland in 2016 (for example, -2
means that the result for this NHS Board in 2016 is two percentage points lower than for Scotland as a whole).
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 4
� Indicates a decrease in the percent positive result (a drop of at least 1 percentage point between the two integer (whole number) values).
� Indicates an increase in the percent positive result (an increase of at least 1 percentage point between the two integer (whole number) values).
� Indicates little or no change in the percent positive result (a difference of 0 between the two integer (whole number) values).
means that the result for this NHS Board in 2016 is two percentage points lower than for Scotland as a whole).
Trend - the direction of change in the percent positive result within this NHS Board since the 2011 survey, illustrated by a coloured arrow. The change between 2011
and 2012, 2012 and 2014, and 2014 and 2016 is shown.
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 4
Notes of interpretation (cont.)
Chapter 2 - Comparison 2010 - NHS Board percent positive result for 2010.
2011 - NHS Board percent positive result for 2011.
2012 - NHS Board percent positive result for 2012.
2014 - NHS Board percent positive result for 2014.
2016 - NHS Board percent positive result for 2016.
Scotland 2016 - NHS Scotland percent positive result for 2016.
Chapter 3 - Variation
This NHS Board's percent positive result.
NHS Scotland percent positive result.
2012 - Percentage of NHS Board respondents selecting this response option in 2012.
2014 - Percentage of NHS Board respondents selecting this response option in 2014.
2016 - Percentage of NHS Board respondents selecting this response option in 2016.
Chapter 4 - Demographic
Questions
Range of percent positive results across all NHS Boards in Scotland - ranges from lowest NHS Board result to highest
NHS Board result.
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 5
2016 - Percentage of NHS Board respondents selecting this response option in 2016.
Scotland 2016 - Percentage of NHS Scotland respondents selecting this response option in 2016.
All Chapters N Indicates a new question in the 2016 survey.
C Indicates a change in the question wording since 2014.
P Indicates that the question wording has been rephrased from a negative to a positive statement within this report
(applies to questions 14c, 14d, 14h, 41c, 42c and 62).
R The reporting of this question has changed from the previous (2014) survey.
- Indicates that direct comparison with previous surveys was not possible.
S Indicates a statistically significant change / difference in the percent positive result.
NT Indicates that a significance test was not carried out because fewer than five respondents within this NHS Board
selected a positive response or a negative / neutral response.
- - Indicates that a result has been suppressed due to the low number of valid responses to the question (less than 20).
All results are weighted by the population of patients eligible to be randomly sampled for the survey. Weighting results in this way provides results which are more
representative of the population.
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 5
Board summary
• Overall rating of any care and treatment received in A&E (86%; -3%).
• Patients were not bothered by noise at night from other patients (44%; -4%).
• Patients were not bothered by noise at night from hospital staff (64%; -4%).
• Moving between wards was well managed (64%; -5%).
• Patients understood the possible side effects of their medicines (79%; -3%).
• Patients did not stay longer than expected to wait for their care / support services to be organised (84%; -6%).
• Patients were happy with the food / meals they received (81%; +13%).
• Patients were happy with the drinks they received (90%; +6%).
• When patients called they received assistance within a reasonable time (90%; +3%).
• Patients knew which nurse was in charge of the ward (46%; +3%).
• Patients got enough help with washing and dressing when they needed it (89%; +2%).
• Patients got enough help with eating and drinking when they needed it (88%; +4%).
• Patients got enough help with going to the bathroom or toilet when they needed it (90%; +3%).
• If eligible, patients were happy with hospital transport arrangements for getting home (86%; +8%).
• Patients felt they got the care and support services that were right for them (92%; +4%).
In NHS Ayrshire and Arran 1,898 people responded to the survey (38% response rate) from 8 hospitals. These included 1 general hospital, 2 large
general hospitals and 2 long stay hospitals.
In comparison with the survey conducted in 2014, NHS Ayrshire and Arran patients were not significantly more likely to report a positive experience
in any areas covered by the questionnaire.
In comparison with the survey conducted in 2014, NHS Ayrshire and Arran patients were significantly less likely to report a positive experience in the
following areas:
Compared to this year’s results for Scotland, NHS Ayrshire and Arran patients were significantly more likely to report a positive experience in the
following areas:
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 6
Board Summary (cont.)
• How patients felt about the time they waited to get to a ward (80%; -6%).
• Overall rating of hospital admission process (80%; -2%).
• Patients were not bothered by noise at night from other patients (44%; -11%).
• Patients were not bothered by noise at night from hospital staff (64%; -5%).
• Patients did not feel threatened by other patients / visitors (87%; -2%).
• Patients were happy with the visiting hours (95%; -2%)
• Patients had enough time with the people that matter to them (78%; -6%).
• Patients had enough privacy when their condition and treatment were discussed (85%; -3%).
• Moving between wards was well managed (64%; -6%).
• Doctors knew enough about patients' condition and treatment (88%; -2%).
Compared to this year’s results for Scotland, NHS Ayrshire and Arran patients were significantly less likely to report a positive experience in the
following areas:
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 7
Chapter 1. Rated results
Nu
mb
er
of
Re
ps
on
se
s
% P
os
itiv
e
The tables and charts below show how positively or negatively patients treated within this NHS Board responded to questions within the 2016
survey. For each question, the percentages of positive, neutral and negative responses are shown along with the total percentage of positive
responses. The change in the percent positive result since the 2014 survey and comparison to the Scotland 2016 result are also shown. Additionally,
the trend in the percent positive result within this NHS Board since 2011 is presented.
Patients were asked to rate their overall care on a scale between 0 (Very poor) and 10 (Very good). Ratings of 7 - 10 have been categorised as
positive; ratings of 4 - 6 have been categorised as neutral / mixed; ratings of 0 - 3 have been categorised as negative.
Response (%)
Dif
fere
nc
e f
rom
Sc
otl
an
d
84 13 3
Positive Neutral Negative
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 8
66. Overall, how would you rate your care? 1,819 84 0084 13 3
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 8
Chapter 1. Rated results
A full breakdown showing the percentage of respondents who selected each rating within this Board is shown below along with the difference from
the NHS Scotland result. The median rating given by respondents treated within this Board is denoted by the blue dot (����).
2%
6%
5%
10%
23%
21%
30%
0
0
+1
0
0
0
0
4
5
6
7
8
9
Very good - 10
Rating
Difference from
NHS Scotland
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 9
1.0%
0.5%
0.6%
1%
2%
6%
0.0
0
-1
0
0
0
0
Very poor - 0
1
2
3
4
5
Difference between NHS Board Median and NHS Scotland Median:
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 9
1.1 Admission to hospital: your most recent hospital stay
1. Was your most recent hospital stay planned in advance or an emergency?
Question asked of all patients (responses = 1,850) 2012
Emergency or urgent - 60
Waiting list or planned in advance - 36
Something else - 4
2. When you arrived at hospital did you go to the Accident and Emergency Department (A&E)?
Question asked of all patients whose hospital visit was an emergency or urgent (responses = 1,388) 2012 2014 2016
Scotland
2016
64
5
31
Scotland
201620162014
5
27
69
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 10
Question asked of all patients whose hospital visit was an emergency or urgent (responses = 1,388) 2012
Yes 86 69
No 12 28
Don't know 3 3
2014 2016 2016
88
2
9
2
10
88
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 10
1.1 Admission to hospital: your most recent hospital stay (cont.)
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
3.In A&E patients were told how long they would have
to wait to see a doctor / nurse.1,129 42 0 ### -2 ### - - �
4.How patients felt about the time waiting to be seen
by a nurse or doctor in A&E.1,168 84 -1 ### -1 ### - - �
5.In A&E, patients were kept informed about what
was happening after seeing a doctor / nurse.1,187 57 -3 ### -4 ### - - �
6.In A&E patients' conditions were explained to them
in a way they could understand.1,166 66 0 ### -2 ### - - �
Ch
an
ge
fro
m 2
01
4 Trend
Question Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
42 36 22
Positive Neutral Negative
84 16
57 35 7
66 27 7
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 11
in a way they could understand.
7.In A&E patients had enough privacy when being
examined or treated.1,189 98 +1 ### 0 ### - - �
8. In A&E patients felt safe. 1,194 87 0 ### -1 ### - - �
9.Overall rating of any care and treatment
received in A&E.1,221 86 -3 S -2 ###
� � �
10.How patients felt about the time they waited to be
admitted to hospital after they were referred.436 85 -6 ### 0 ###
� � �
11.Information received before attending hospital
helped patients understand what would happen.437 95 0 ### -1 ###
� � �
12.How patients felt about the time they waited to get
to a ward.1,824 80 -2 ### -6 S
� � �
13. Overall rating of hospital admission process. 1,804 80 -1 ### -2 S� � �
66 27 7
98
87 11
48 38 11 3
85 15
74 20 5
24 57 20
36 44 12 8
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 11
1.2 The hospital and ward: your most recent hospital stay
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
14a.The main ward or room patients stayed in was
clean.1,859 96 0 ### 0 ###
� � �
14b. The bathrooms and toilets were clean. 1,841 93 +1 ### +1 ###� � �
14c.Patients were not bothered by noise at night from
other patients.P 1,689 44 -4 S -11 S - - �
14d.Patients were not bothered by noise at night from
hospital staff.P 1,734 64 -4 S -5 S - - �
Question Nu
mb
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of
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es
% P
os
itiv
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01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
47 49
Positive Neutral Negative
46 47 3 3
12 32 19 37
22 42 17 19
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 12
hospital staff.
14e.Patients were happy with the food / meals they
received.1,816 81 0 ### +13 S - - �
14f. Patients were happy with the drinks they received. 1,834 90 +2 ### +6 S - - �
14g.When patients called they received assistance
within a reasonable time.1,670 90 +1 ### +3 S
� � �
14h.Patients did not feel threatened by other patients /
visitors.C P 1,744 87 - ### -2 S - - -
14i. The equipment used for my treatment was clean.N 1,771 96 - ### +1 ### - - -
15.Patients knew which nurse was in charge of the
ward.1,867 46 +3 ### +3 S - - �
16.Hand-wash gels were available for patients and
visitors to use.1,744 95 -1 ### +1 ### - - �
22 42 17 19
34 47 9 10
35 55 6 4
38 52 5 5
50 38 5 7
46 24 30
95 4
50 45 3
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 12
1.2 The hospital and ward: your most recent hospital stay (cont.)
17. During your most recent stay in hospital did you have a single room at any time?
Question asked of all patients (responses = 1,849) 2012
Yes, and I was happy - 37
Yes, but I would have preferred to be with other patients - 4
No, but I would have preferred to be in a single room - 15
No, and I was happy - 45
Response (%)
56
18
3
24
% P
os
itiv
e 2
01
6
2014 2016
Scotland
2016
51
19
4
26
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 13
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
18. Patients were happy with the visiting hours. 1,765 95 -1 ### -2 S - - �
19.Patients had enough time with the people that
matter to them.1,781 78 -1 ### -6 S - - �
20. Overall rating of hospital / ward environment. 1,825 89 0 ### 0 ###� � �
Nu
mb
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of
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% P
os
itiv
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01
6
Ch
an
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01
4
Dif
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rom
Sc
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an
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01
6
Question
Positive Neutral NegativeVery
Positive
95 5
78 18 5
42 46 9
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 13
1.3 Care and treatment: your most recent hospital stay
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
21a.Patients were able to get adequate pain relief when
they needed it.1,623 91 0 ### 0 ###
� � �
21b.Patients had enough privacy when being examined
or treated.1,840 93 -1 ### -1 ###
� � �
21c.Patients had enough privacy when their condition
and treatment were discussed.1,839 85 -1 ### -3 S
� � �
21d.Patients got enough help with washing and
dressing when they needed it.1,293 89 +2 ### +2 S
� � �
Question Nu
mb
er
of
res
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es
% P
os
itiv
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01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
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rom
Sc
otl
an
d 2
01
6
Trend
44 46 4 6
Positive Neutral Negative
47 46 3 4
40 45 7 9
41 48 6 5
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 14
dressing when they needed it.
21e.Patients got enough help with eating and drinking
when they needed it.969 88 +2 ### +4 S
� � �
21f.Patients got enough help with going to the
bathroom or toilet when they needed it.1,167 90 +2 ### +3 S
� � �
21g.Patients were kept as physically comfortable as
they could expect to be.1,720 92 0 ### 0 ### - - �
22.Patients were involved as much as they wanted in
decisions about their care and treatment.1,795 60 +2 ### -2 ### - - �
23.Patients felt people that matter to them were
involved in decisions about their care / treatment.1,282 55 0 ### -2 ### - - �
24.Staff took adequate care when carrying out physical
procedures.1,788 81 +2 ### 0 ### - - �
41 48 6 5
38 51 8 4
43 47 6 5
43 49 4 4
60 33 8
55 33 12
81 15 4
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 14
1.3 Care and treatment: your most recent hospital stay (cont.)
25. While you were in hospital, did your condition get worse at any time?
Question asked of all patients (responses = 1,855) 2012
No - 74
Yes, and staff responded quickly - 20
Yes, and staff did not respond quickly - 3
Don't know / can't remember - 3
2
21
75
2014 2016
Scotland
2016
2 3
3
22
72
26. During your stay in hospital, if you had a drip or needle in a vein to give you medicines or fluids, did any of the following occur?
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 15
Question asked of all patients who did not specifically indicate that they did not have a drip (responses = 1,129) 2012
I did have a drip and had no concernsN - 79
I did not feel it was checked regularly enough - 7
I did not feel it was changed when required - 4
I did not feel it was removed quickly enough - 5
Don’t know / can’t remember - 9-
-
-
-
-
2014 2016
Scotland
2016
8
5
3
5
80
26. During your stay in hospital, if you had a drip or needle in a vein to give you medicines or fluids, did any of the following occur?(This is a "tick all that apply" question therefore percentages may not add up to 100.)
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 15
1.3 Care and treatment: your most recent hospital stay (cont.)
Question asked of all patients (responses = 1,898) 2012
Infection (e.g. urinary tract infection, surgical wound infection, MRSA, CDiff, etc.) - 7
Blood poisoning / sepsis - 1
Blood clot (e.g. Deep Vein Thrombosis [DVT], embolism) - 1
Bed sore (pressure sore) - 2
Injury from falling over - 1
27. Did you experience any of the following problems during, or because of, your hospital stay?(This is a "tick all that apply" question therefore percentages may not add up to 100.)
2014 2016
Scotland
2016
2
2
1
1
7
3
1
1
7
1
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 16
Bad reaction to medication - 4
Complication from surgery - 3
Any other problems - 4
None - 7777
4
2
5
77
4
2
3
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 16
1.3 Care and treatment: your most recent hospital stay (cont.)
Question asked of all patients (responses = 1,898) 2012
Incorrect diagnosis - 2
Wrong treatment - 1
Incorrect medicines - 2
Incorrect doses of medicines - 1
Delayed or incorrect test results - 3
1
3
2014 2016
Scotland
2016
3
2
2
4
1
2
2
3
28. During your most recent hospital stay, did any of the following events occur?(This is a "tick all that apply" question therefore percentages may not add up to 100.)
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 17
None - 85
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
29.A member of staff discussed any clinical errors with
patients.164 16 -4 ### -5 ### - - �
30.Patients were satisfied with how these clinical
errors were dealt with.167 27 +3 ### 0 ### - - �
84 84
Question Nu
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Ch
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4
Dif
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01
6
Trend
16 47 38
Positive Neutral Negative
27 27 46
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 17
1.3 Care and treatment: your most recent hospital stay (cont.)
31. When you were in hospital, did you move wards?
Question asked of all patients (responses = 1,860) 2012
Yes - 36
No - 62
Don't know / can't remember - 22
55
43
Scotland
2
54
44
32. What time did you move wards? (This is a "tick all that apply" question therefore percentages may not add up to 100.)
2014 2016
Scotland
2016
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 18
Question asked of all patients who moved wards (responses = 739) 2012
Morning / afternoon - 52
Evening (6pm to 10pm) - 29
Middle of the night (10pm onwards) - 16
Don't know / can't remember - 1413
17
32
51
2014 2016
Scotland
2016
11
23
31
50
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 18
1.3 Care and treatment: your most recent hospital stay (cont.)
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
33. Moving between wards was well managed. 713 64 -5 S -6 S - - �
34.Overall rating of care and treatment during
hospital stay.1,861 89 -1 ### -1 ###
� � �
1.4 Operations and procedures: your most recent hospital stay
Question Nu
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Ch
an
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Dif
fere
nc
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rom
Sc
otl
an
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01
6
Trend
64 27 9
Positive Neutral Negative
52 37 8
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 19
35. During your most recent hospital stay, did you have an operation or procedure?
Question asked of all patients (responses = 1,833) 2012
Yes - 54
No - 46
2014 2016
Scotland
2016
52
48
54
46
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 19
1.4 Operations and procedures: your most recent hospital stay (cont.)
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
36.Beforehand, a member of staff explained the risks
and benefits of operation / procedure.801 78 0 ### -3 ### - - �
37.Beforehand, a member of staff explained what
would be done during the operation or procedure.797 76 -1 ### -2 ### - - �
38.Beforehand, patients were told how they may feel
after the operation or procedure.789 63 0 ### -1 ### - - �
39.Beforehand, patients' questions were answered in a
788 73 -3 ### -3 ### - - �
Nu
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Ch
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4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
Question
78 17 5
Positive Neutral Negative
76 17 7
63 25 12
73 21 6
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 20
39.Beforehand, patients' questions were answered in a
way they could understand.788 73 -3 ### -3 ### - - �
40.Patients understood the explanations on how the
operation or procedure had gone.774 72 +1 ### -1 ### - - �
73 21 6
72 21 8
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 20
1.5 Staff: your most recent hospital stay
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
41a.Doctors knew enough about patients' condition and
treatment.1,758 88 -1 ### -2 S
� � �
41b.Doctors discussed patients' condition and treatment
with them in a way they could understand.1,763 89 0 ### -1 ###
� � �
41c.Doctors did not talk in front of patients as if they
were not there.P 1,617 82 +1 ### +2 ###
� � �
41d.Doctors listened to patients if they had any
questions or concerns.1,679 88 0 ### -1 ###
� � �
Trend
Question Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
46 41 7 6
Positive Neutral Negative
47 42 6 5
35 47 9 9
40 48 8 4
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 21
questions or concerns.
41e.Doctors washed / cleaned their hands at
appropriate times.1,616 92 +1 ### +1 ###
� � �
41f.Patients had confidence and trust in the doctors
treating them.1,783 90 -1 ### -2 ### - - �
42a.Nurses knew enough about patients' condition and
treatment.1,803 88 +1 ### +1 ###
� � �
42b.Nurses discussed patients' condition / treatment
with them in a way they could understand.1,737 83 -1 ### -1 ###
� � �
42c.Nurses did not talk in front of patients as if they
were not there.P 1,632 83 -2 ### 0 ###
� � �
42d.Nurses listened to patients if they had any
questions or concerns.1,747 91 +1 ### +1 ###
� � �
42e.Nurses washed / cleaned their hands at appropriate
times.1,594 94 +1 ### +1 ###
� � �
40 48 8 4
44 48 7
51 39 6 4
42 45 7 5
41 43 11 6
36 48 9 8
42 49 5 4
46 47 5
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 21
1.5 Staff: your most recent hospital stay (cont.)
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
42f.Patients had confidence and trust in the nurses
treating them.1,720 92 +1 ### +1 ### - - �
43.Patients knew which nurse was in charge of their
care.1,831 50 0 ### +2 ### - - �
44. Patients felt there were enough nurses on duty. 1,760 64 -2 ### +1 ### - - �
45.Staff worked well together in organising patients'
care.1,813 74 0 ### 0 ### - - �
Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
Question
50 43 5
Positive Neutral Negative
50 25 25
64 27 9
74 22 4
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 22
care.
46. Staff took account of what matters to patients. 1,792 67 +2 ### +2 ### - - �
47.Patients felt they got enough emotional support
from staff.1,761 69 +2 ### 0 ### - - �
48.Staff treated patients with compassion and
understanding.1,822 75 +1 ### 0 ### - - �
49.Overall rating of all staff patients came into
contact with.1,834 91 0 ### 0 ###
� � �
74 22 4
67 28 6
69 24 7
75 21 4
60 31 7
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 22
1.6 Leaving hospital: your most recent hospital stay
50. On the day you left hospital, were you delayed for any reason?
Question asked of all patients (responses = 1,834) 2012
Yes - 40
No - 60
51. What was the main reason you were delayed?
Question asked of all patients who were delayed (responses = 625) 2012
I had to wait for medicines - 56
2014 2016
Scotland
2016
2014 2016
Scotland
2016
65
61
39
61
39
65
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 23
I had to wait for medicines - 56
I had to wait to see the doctor - 9
I had to wait for hospital transport - 10
I had to wait for my discharge letter - 18
Something else - 87
9
11
9
65
5
9
12
9
65
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 23
1.6 Leaving hospital: your most recent hospital stay (cont.)
52. How long was the delay?
Question asked of all patients who were delayed (responses = 680) 2012
Up to 1 hour - 17
Longer than 1 hour but less than 2 hours - 27
Longer than 2 hours but less than 4 hours - 31
Longer than 4 hours - 18
Don't know / can't remember - 69
14
31
29
18
2014 2016
Scotland
2016
5
18
33
27
17
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 24
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
53.How patients felt about the overall length of time
they were in hospital.C 1,800 90 +1 ### +1 ### - - �
54.Patients felt confident they could look after
themselves after leaving hospital.1,820 83 -2 ### -2 ### - - �
55.Prior to leaving hospital, patients felt confident that
any help they needed had been arranged.1,170 72 -2 ### +1 ### - - �
56.If eligible, patients were happy with hospital
transport arrangements for getting home.330 86 +1 ### +8 S - - �
Question Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
90 10
Positive Neutral Negative
83 17
72 20 8
86 14
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 24
1.6 Leaving hospital: your most recent hospital stay (cont.)
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
57a.Patients were involved in decisions about leaving
hospital.1,602 76 +1 ### 0 ### - - �
57b.Patients' family or home situation was taken into
account when planning discharge from hospital.1,465 85 +2 ### +2 ###
� � �
57c.Patients knew who to contact if they had any
questions after leaving hospital.1,644 81 +1 ### +1 ###
� � �
57d.Patients were told about any danger signs to watch
for when they left hospital.1,512 72 -2 ### 0 ###
� � �
Question Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
30 46 13 11
38 47 7 8
34 47 7 12
32 40 12 16
Positive Neutral NegativeVery Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 25
for when they left hospital.
58. Were you given any medicines to take home when you left hospital?
Question asked of all patients (responses = 1,854) 2012
Yes 74 78
No 26 22
2014 2016
Scotland
2016
23
77
22
78
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 25
1.6 Leaving hospital: your most recent hospital stay (cont.)
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
59a.Patients didn’t have to wait too long to get their
medicines.1,329 67 0 ### -2 ### - � �
59b. Patients understood what their medicines were for. 1,333 95 0 ### 0 ###� � �
59c.Patients understood how and when to take their
medicines.1,338 97 +1 ### 0 ###
� � �
59d.Patients understood the possible side effects of
their medicines.1,257 79 -4 S 0 ###
� � �
Trend
Question Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
24 43 9 24
40 55
43 54
33 46 12 9
Positive Neutral NegativeVery Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 26
their medicines.
60.Overall rating of arrangements for leaving
hospital.1,836 80 0 ### +2 ###
� � �
33 46 12 9
33 47 15 5
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 26
1.7 After leaving hospital: your most recent hospital stay
61. Did you need care or support services to be arranged for when you got out of hospital?
Question asked of all patients (responses = 1,843) 2012
Yes 23 23
No 77 77
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
2014 2016
Scotland
2016
Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
75
25
75
25
Positive Neutral NegativeVery Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 27
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
62.Patients did not stay longer than expected waiting
for their care / support services to be organised.P R 442 84 -6 S +1 ### - � �
63.Patients felt they got the care and support services
that were right for them.436 92 0 ### +4 S - � �
64.Overall rating of care or support services after
leaving hospital.442 85 0 ### +4 ### - � �
65.Patients saw / received information on providing
feedback / complaints about care received.1,386 39 0 ### +2 ### - - �
Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Question
84 16
92 8
50 35 9 6
Positive Neutral NegativeVery Positive
39 61
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 27
1.8 Questions with highest percent positive response
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
7.In A&E patients had enough privacy when being
examined or treated.1,189 98 +1 ### 0 ### - - �
59c.Patients understood how and when to take their
medicines.1,338 97 +1 ### 0 ###
� � �
14a.The main ward or room patients stayed in was
clean.1,859 96 0 ### 0 ###
� � �
14i.Patients thought the equipment used for their
treatment was clean.N 1,771 96 - ### +1 ### - - -
Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
Question
98
Positive Neutral Negative
43 54
47 49
50 45 3
Very Positive
43 54
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 28
treatment was clean.N
18. Patients were happy with the visiting hours. 1,765 95 -1 ### -2 S - - �
Note 2: Some questions in the survey did not have a neutral / mixed response option, therefore respondents only had the opportunity to select either positive or negative response options.
Questions that only had positive / negative response options are more likely to be included in the table above than questions that had positive / neutral / negative options.
Note 1: Where a question number has been shaded blue, this denotes that the question was also amongst those with the highest percent positive response for NHS Scotland as a whole.
50 45 3
95 5
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 28
1.9 Questions with highest percent negative response
Response (%)
20
11
- 2
01
2
20
12
- 2
01
4
20
14
- 2
01
6
65.Patients saw / received information on providing
feedback / complaints about care received.1,386 39 0 ### +2 ### - - �
30.Patients were satisfied with how these clinical
errors were dealt with.167 27 +3 ### 0 ### - - �
29.A member of staff discussed any clinical errors with
patients.164 16 -4 ### -5 ### - - �
14c.Patients were not bothered by noise at night from
other patients.P 1,689 44 -4 S -11 S - - �
Nu
mb
er
of
res
po
ns
es
% P
os
itiv
e 2
01
6
Ch
an
ge
fro
m 2
01
4
Dif
fere
nc
e f
rom
Sc
otl
an
d 2
01
6
Trend
Question
39 61
Positive Neutral Negative
27 27 46
16 47 38
12 32 19 37
Very Positive
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 29
other patients.P �
15.Patients knew which nurse was in charge of the
ward.1,867 46 +3 ### +3 S - - �
Note 1: Where a question number has been shaded blue, this denotes that the question was also amongst those with the highest percent negative response for NHS Scotland as a whole.
Note 2: Some questions in the survey did not have a neutral / mixed response option, therefore respondents only had the opportunity to select either positive or negative response options.
Questions that only had positive / negative response options are more likely to be included in the table above than questions that had positive / neutral / negative options.
12 32 19 37
46 24 30
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 29
Chapter 2. Comparison with previous surveys
2.1 Admission to hospital: your most recent hospital stay
Question 2010 2011 2012 2014 2016
Scotland
2016
3. In A&E patients were told how long they would have to wait to see a doctor / nurse - - - 42 42 44 0
4. How patients felt about the time waiting to be seen by a nurse or doctor in A&E - - - 85 84 85 0
5.In A&E, patients were kept informed about what was happening after seeing a doctor /
nurse- - - 60 57 61 0
6. In A&E patients' conditions were explained to them in a way they could understand - - - 66 66 68 0
7. In A&E patients had enough privacy when being examined or treated - - - 97 98 98 0
8. In A&E patients felt safe - - - 87 87 88 0
9. Overall rating of any care and treatment received in A&E 86 85 83 89 86 88 0
10.How patients felt about the time they waited to be admitted to hospital after they were
referred87 90 89 91 85 85 0
11.Information received before attending hospital helped patients understand what would
happen92 95 97 95 95 96 0
12. How patients felt about the time they waited to get to a ward 86 87 85 82 80 86 S
13. Overall rating of hospital admission process 81 81 78 81 80 82 S
The tables below show this NHS Board's 2016 percent positive results along with the equivalent 2010, 2011, 2012 and 2014 results. The percent
positive results for NHS Scotland in 2016 are also shown.
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 30
2.2 The hospital and ward: your most recent hospital stay
Question 2010 2011 2012 2014 2016
Scotland
2016
14a. The main ward or room patients stayed in was clean. 93 94 96 96 96 96 0
14b. The bathrooms and toilets were clean. 89 90 93 92 93 92 0
14c. Patients were not bothered by noise at night from other patients.P - - - 48 44 55 S
14d. Patients were not bothered by noise at night from hospital staff.P - - - 68 64 69 S
14e. Patients were happy with the food / meals they received. - - - 81 81 68 S
14f. Patients were happy with the drinks they received. - - - 88 90 84 S
14g. When patients called they received assistance within a reasonable time. - 90 89 89 90 87 S
14h. Patients did not feel threatened by other patients / visitors.C P - - - - 87 89 S
14i. The equipment used for my treatment was clean.N - - - - 96 95 0
15. Patients knew which nurse was in charge of the ward. - - - 43 46 43 S
16. Hand-wash gels were available for patients and visitors to use. - - - 96 95 94 0
18. Patients were happy with the visiting hours. - - - 96 95 97 S
19. Patients had enough time with the people that matter to them. - - - 79 78 84 S
20. Overall rating of hospital / ward environment. 82 83 85 89 89 89 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 31
2.3 Care and treatment: your most recent hospital stay
Question 2010 2011 2012 2014 2016
Scotland
2016
21a. Patients were able to get adequate pain relief when they needed it. 91 92 91 91 91 91 0
21b. Patients had enough privacy when being examined or treated. 94 95 95 94 93 94 0
21c. Patients had enough privacy when their condition and treatment were discussed. 84 86 86 86 85 88 S
21d. Patients got enough help with washing and dressing when they needed it. 84 83 84 87 89 87 S
21e. Patients got enough help with eating and drinking when they needed it. 75 71 69 86 88 84 S
21f. Patients got enough help with going to the bathroom or toilet when they needed it. - 82 83 88 90 87 S
21g. Patients were kept as physically comfortable as they could expect to be. - - - 92 92 92 0
22.Patients were involved as much as they wanted in decisions about their care and
treatment.- - - 58 60 62 0
23.Patients felt people that matter to them were involved in decisions about their care /
treatment.- - - 55 55 57 0
24. Staff took adequate care when carrying out physical procedures. - - - 79 81 81 0
29. A member of staff discussed any clinical errors with patients. - - - 20 16 21 0
30. Patients were satisfied with how these clinical errors were dealt with. - - - 24 27 27 0
33. Moving between wards was well managed. - - - 69 64 70 S
34. Overall rating of care and treatment during hospital stay. 85 87 89 90 89 90 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 32
2.4 Operations and procedures: your most recent hospital stay
Question 2010 2011 2012 2014 2016
Scotland
2016
36. Beforehand, a member of staff explained the risks and benefits of operation / procedure. - - - 78 78 81 0
37.Beforehand, a member of staff explained what would be done during the operation or
procedure.- - - 77 76 78 0
38. Beforehand, patients were told how they may feel after the operation or procedure. - - - 63 63 64 0
39. Beforehand, patients' questions were answered in a way they could understand. - - - 76 73 76 0
40. Patients understood the explanations on how the operation or procedure had gone. - - - 71 72 73 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 33
2.5 Staff: your most recent hospital stay
Question 2010 2011 2012 2014 2016
Scotland
2016
41a. Doctors knew enough about patients' condition and treatment. 85 88 87 89 88 90 S
41b.Doctors discussed patients' condition and treatment with them in a way they could
understand.86 88 87 89 89 90 0
41c. Doctors did not talk in front of patients as if they were not there.P - 81 82 81 82 80 0
41d. Doctors listened to patients if they had any questions or concerns. 85 89 89 88 88 89 0
41e. Doctors washed / cleaned their hands at appropriate times. 88 88 90 91 92 91 0
41f. Patients had confidence and trust in the doctors treating them. - - - 91 90 92 0
42a. Nurses knew enough about patients' condition and treatment. 83 82 83 87 88 87 0
42b. Nurses discussed patients' condition / treatment with them in a way they could understand. 81 82 82 84 83 84 0
42c. Nurses did not talk in front of patients as if they were not there.P - 81 82 85 83 83 0
42d. Nurses listened to patients if they had any questions or concerns. 87 88 89 90 91 90 0
42e. Nurses washed / cleaned their hands at appropriate times. 90 90 91 93 94 93 0
42f. Patients had confidence and trust in the nurses treating them. - - - 91 92 91 0
43. Patients knew which nurse was in charge of their care. - - - 50 50 48 0
44. Patients felt there were enough nurses on duty. - - - 66 64 63 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 34
2.5 Staff: your most recent hospital stay (cont.)
Question 2010 2011 2012 2014 2016
Scotland
2016
45. Staff worked well together in organising patients' care. - - - 74 74 74 0
46. Staff took account of what matters to patients. - - - 65 67 65 0
47. Patients felt they got enough emotional support from staff. - - - 67 69 69 0
48. Staff treated patients with compassion and understanding. - - - 74 75 75 0
49. Overall rating of all staff patients came into contact with. 87 88 89 91 91 91 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 35
2.6 Leaving hospital: your most recent stay
Question 2010 2011 2012 2014 2016
Scotland
2016
53. How patients felt about the overall length of time they were in hospital.C - - - 89 90 89 0
54. Patients felt confident they could look after themselves after leaving hospital. - - - 85 83 85 0
55.Prior to leaving hospital, patients felt confident that any help they needed had been
arranged.- - - 74 72 71 0
56. If eligible, patients were happy with hospital transport arrangements for getting home. - - - 85 86 78 S
57a. Patients were involved in decisions about leaving hospital. - - - 75 76 76 0
57b.Patients' family or home situation was taken into account when planning discharge from
hospital.- 85 86 83 85 83 0
57c. Patients knew who to contact if they had any questions after leaving hospital. 80 80 81 80 81 80 0
57d. Patients were told about any danger signs to watch for when they left hospital. 74 75 75 74 72 72 0
59a. Patients didn’t have to wait too long to get their medicines. - - 71 67 67 69 0
59b. Patients understood what their medicines were for. 94 94 96 95 95 95 0
59c. Patients understood how and when to take their medicines. 96 96 96 96 97 97 0
59d. Patients understood the possible side effects of their medicines. 82 80 82 83 79 79 0
60. Overall rating of arrangements for leaving hospital. 74 78 80 80 80 78 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 36
2.7 After leaving hospital: your most recent hospital stay
Question 2010 2011 2012 2014 2016
Scotland
2016
62.Patients did not stay longer than expected waiting for their care / support services to be
organised.P R - - 91 90 84 83 0
63. Patients felt they got the care and support services that were right for them. - - 91 92 92 88 S
64. Overall rating of care or support services after leaving hospital. - - 84 85 85 81 0
65.Patients saw / received information on providing feedback / complaints about care
received.- - - 39 39 37 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 37
Chapter 3. Variation in NHS Board results across Scotland
3.1 Admission to hospital: your most recent hospital stay
3.In A&E patients were told how long they would have to wait to see a
doctor / nurse.42 0 44 0
4.How patients felt about the time waiting to be seen by a nurse or doctor
in A&E.84 0 85 0
The tables / charts in this chapter show this NHS Board's percent positive results in relation to the range of percent positive results across all NHS
Boards in Scotland. The percent positive results for NHS Scotland are also shown.
�� �� N
HS
Bo
ard
| N
HS
Sco
tlan
d
% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 38
5.In A&E, patients were kept informed about what was happening after
seeing a doctor / nurse.57 0 61 0
6.In A&E patients' conditions were explained to them in a way they could
understand.66 0 68 0
7. In A&E patients had enough privacy when being examined or treated. 98 0 98 0
8. In A&E patients felt safe. 87 0 88 0
9. Overall rating of any care and treatment received in A&E. 86 S 88 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 38
3.1 Admission to hospital: your most recent hospital stay (cont.)
10.How patients felt about the time they waited to be admitted to hospital
after they were referred.85 0 85 0
11.Information received before attending hospital helped patients
understand what would happen.95 0 96 0
12. How patients felt about the time they waited to get to a ward. 80 0 86 S
13. Overall rating of hospital admission process. 80 0 82 S
�� �� N
HS
Bo
ard
| N
HS
Sco
tlan
d
% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 39
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 39
3.2 The hospital and ward: your most recent hospital stay
14a. The main ward or room patients stayed in was clean. 96 0 96 0
14b. The bathrooms and toilets were clean. 93 0 92 0
14c. Patients were not bothered by noise at night from other patients.P 44 S 55 S
14d. Patients were not bothered by noise at night from hospital staff.P 64 S 69 S
14e. Patients were happy with the food / meals they received. 81 0 68 S
�� �� N
HS
Bo
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HS
Sco
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% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 40
14e. Patients were happy with the food / meals they received. 81 68
14f. Patients were happy with the drinks they received. 90 0 84 S
14g.When patients called they received assistance within a reasonable
time.90 0 87 S
14h. Patients did not feel threatened by other patients / visitors.C P 87 0 89 S
14i. The equipment used for my treatment was clean.N 96 0 95 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 40
3.2 The hospital and ward: your most recent hospital stay (cont.)
15. Patients knew which nurse was in charge of the ward. 46 0 43 S
16. Hand-wash gels were available for patients and visitors to use. 95 0 94 0
18. Patients were happy with the visiting hours. 95 0 97 S
19. Patients had enough time with the people that matter to them. 78 0 84 S
20. Overall rating of hospital / ward environment. 89 0 89 0
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% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 41
20. Overall rating of hospital / ward environment. 89 89
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 41
3.3 Care and treatment: your most recent hospital stay
21a. Patients were able to get adequate pain relief when they needed it. 91 0 91 0
21b. Patients had enough privacy when being examined or treated. 93 0 94 0
21c.Patients had enough privacy when their condition and treatment were
discussed.85 0 88 S
21d.Patients got enough help with washing and dressing when they needed
it.89 0 87 S
21e. Patients got enough help with eating and drinking when they needed it. 88 0 84 S
| N
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% Positive
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Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 42
21e. Patients got enough help with eating and drinking when they needed it. 88 84
21f.Patients got enough help with going to the bathroom or toilet when they
needed it.90 0 87 S
21g.Patients were kept as physically comfortable as they could expect to
be.92 0 92 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 42
3.3 Care and treatment: your most recent hospital stay (cont.)
22.Patients were involved as much as they wanted in decisions about their
care and treatment.60 0 62 0
23.Patients felt people that matter to them were involved in decisions
about their care / treatment.55 0 57 0
24. Staff took adequate care when carrying out physical procedures. 81 0 81 0
29. A member of staff discussed any clinical errors with patients. 16 0 21 0
30. Patients were satisfied with how these clinical errors were dealt with. 27 0 27 0
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% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
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Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 43
30. Patients were satisfied with how these clinical errors were dealt with. 27 27
33. Moving between wards was well managed. 64 S 70 S
34. Overall rating of care and treatment during hospital stay. 89 0 90 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 43
3.4 Operations and procedures: your most recent hospital stay
36.Beforehand, a member of staff explained the risks and benefits of
operation / procedure.78 0 81 0
37.Beforehand, a member of staff explained what would be done during
the operation or procedure.76 0 78 0
38.Beforehand, patients were told how they may feel after the operation or
procedure.63 0 64 0
39.Beforehand, patients' questions were answered in a way they could
understand.73 0 76 0
40.Patients understood the explanations on how the operation or
procedure had gone.72 0 73 0
�� �� N
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% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 44
40.procedure had gone.
72 73
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 44
3.5 Staff: your most recent hospital stay
41a. Doctors knew enough about patients' condition and treatment. 88 0 90 S
41b.Doctors discussed patients' condition and treatment with them in a way
they could understand.89 0 90 0
41c. Doctors did not talk in front of patients as if they were not there.P 82 0 80 0
41d. Doctors listened to patients if they had any questions or concerns. 88 0 89 0
41e. Doctors washed / cleaned their hands at appropriate times. 92 0 91 0
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% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
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Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 45
41e. Doctors washed / cleaned their hands at appropriate times. 92 91
41f. Patients had confidence and trust in the doctors treating them. 90 0 92 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 45
3.5 Staff: your most recent hospital stay (cont.)
42a. Nurses knew enough about patients' condition and treatment. 88 0 87 0
42b.Nurses discussed patients' condition / treatment with them in a way
they could understand.83 0 84 0
42c. Nurses did not talk in front of patients as if they were not there.P 83 0 83 0
42d. Nurses listened to patients if they had any questions or concerns. 91 0 90 0
42e. Nurses washed / cleaned their hands at appropriate times. 94 0 93 0
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42e. Nurses washed / cleaned their hands at appropriate times. 94 93
42f. Patients had confidence and trust in the nurses treating them. 92 0 91 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 46
3.5 Staff: your most recent hospital stay (cont.)
43. Patients knew which nurse was in charge of their care. 50 0 48 0
44. Patients felt there were enough nurses on duty. 64 0 63 0
45. Staff worked well together in organising patients' care. 74 0 74 0
46. Staff took account of what matters to patients. 67 0 65
47. Patients felt they got enough emotional support from staff. 69 0 69 0
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% Positive
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
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47. Patients felt they got enough emotional support from staff. 69 69
48. Staff treated patients with compassion and understanding. 75 0 75 0
49. Overall rating of all staff patients came into contact with. 91 0 91 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 47
3.6 Leaving hospital: your most recent hospital stay
53. How patients felt about the overall length of time they were in hospital.C 90 0 89 0
54.Patients felt confident they could look after themselves after leaving
hospital.83 0 85 0
55.Prior to leaving hospital, patients felt confident that any help they
needed had been arranged.72 0 71 0
56.If eligible, patients were happy with hospital transport arrangements for
getting home.86 0 78 S
57a. Patients were involved in decisions about leaving hospital. 76 0 76 0
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Part of the Scottish Care Experience Survey Programme Page 48
57a. Patients were involved in decisions about leaving hospital. 76 76
57b.Patients' family or home situation was taken into account when
planning discharge from hospital.85 0 83 0
57c.Patients knew who to contact if they had any questions after leaving
hospital.81 0 80 0
57d.Patients were told about any danger signs to watch for when they left
hospital.72 0 72 0
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 48
3.6 Leaving hospital: your most recent hospital stay (cont.)
59a. Patients didn’t have to wait too long to get their medicines. 67 0 69 0
59b. Patients understood what their medicines were for. 95 0 95 0
59c. Patients understood how and when to take their medicines. 97 0 97 0
59d. Patients understood the possible side effects of their medicines. 79 S 79 0
60. Overall rating of arrangements for leaving hospital. 80 0 78 0
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Part of the Scottish Care Experience Survey Programme Page 49
60. Overall rating of arrangements for leaving hospital. 80 78
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 49
3.7 After leaving hospital: your most recent hospital stay
62.Patients did not stay longer than expected waiting for their care /
support services to be organised.P R 84 S 83 0
63.Patients felt they got the care and support services that were right for
them. 92 0 88 S
64. Overall rating of care or support services after leaving hospital. 85 0 81 0
65.Patients saw / received information on providing feedback / complaints
about care received.39 0 37 0
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0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
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Part of the Scottish Care Experience Survey Programme Page 50
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 50
Chapter 4. Demographic questions
68. What was your age last birthday?
Question asked of all patients (responses = 1,833) 2012 2014 2016
Scotland
2016
16-34 5 5 5 5
35-49 13 12 10 10
50-64 28 27 26 26
65+ 54 56 59 60
69. Are you male or female?
Question asked of all patients (responses = 1,858) 2012 2014 2016
Scotland
2016
Male 44 43 44 43
Female 56 57 56 57
The tables below show a number of socio-demographic characteristics of patients who responded to the survey in 2016. These tables show the
percentage of patients within this NHS Board who selected each response option when answering these questions. Equivalent survey results from
2014 and 2012 are also shown along with the NHS Scotland 2016 results.
NHS Ayrshire and Arran
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Part of the Scottish Care Experience Survey Programme Page 51
Chapter 4. Demographic questions (cont.)
70. How would you rate your health in general?
Question asked of all patients (responses = 1,846) 2012 2014 2016
Scotland
2016
Good 42 41 39 43
Fair 43 44 46 43
Poor 15 15 15 14
72. Are your day-to-day activities limited because of a health problem or disability which has
lasted, or is expected to last, at least 12 months?
Question asked of all patients (responses = 1,823) 2012 2014 2016
Scotland
2016
Yes, limited a lot 33 34 36 34
Yes, limited a little 32 33 31 32
No 35 33 32 34
NHS Ayrshire and Arran
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An Official Statistics Publication for Scotland
Correspondence and enquiries
For enquiries about this publication please contact:
Nicola Kerr
Health Analytical Services Information Services Division
Scottish Government NHS National Services Scotland
St Andrews House Gyle Square
Edinburgh 1 South Gyle Crescent
EH1 3DG Edinburgh
0131 244 3201 EH12 9EB
For general enquiries, suggestions and complaints about Scottish Government statistics please contact:
Office of the Chief Statistician
Scottish Government
St Andrews House
Edinburgh
EH1 3DG
0131 244 0442
If you would like to be consulted about statistical collections or receive notification of publications, please register your interest at:
www.scotland.gov.uk/scotstat Details of forthcoming publications can be found at:www.scotland.gov.uk/statistics
How to access background or source data
The technical report is available at: http://www.gov.scot/Topics/Statistics/Browse/Health/InpatientSurvey/Inpatient2016
Data source may be made available on request, subject to consideration of legal and ethical factors. For further information please contact:
Crown Copyright
You may use or re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. See:
www.nationalarchives.gov.uk/doc/open-government-licence/
This report was produced by ISD Scotland on behalf of the Scottish
Government
NHS Ayrshire and Arran
Inpatient Experience Survey 2016
Part of the Scottish Care Experience Survey Programme Page 53