Patient survey report Category C Ambulance Service User Survey 2008 North East Ambulance Service NHS Trust

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1 Patient survey report 2008 Category C Ambulance Service User Survey 2008

2 The national Category C Ambulance Service User Survey 2008 was designed, developed and co-ordinated by the Acute Surveys Co-ordination Centre for the NHS Patient Survey Programme at Picker Institute Europe.

3 National NHS patient survey programme Category C Ambulance Service User Survey 2008 The Care Quality Commission About the Care Quality Commission The Care Quality Commission (CQC) is the new independent regulator of all health and adult social care in England. We inspect all health and adult social care services in England, whether they re provided by the NHS, local authorities, private companies or voluntary organisations. And, we protect the interests of people detained under the Mental Health Act. We make sure that essential common standards of quality are met everywhere care is provided, from hospitals to private care homes, and we work towards their improvement. We promote the rights and interests of people who use services and we have a wide range of enforcement powers to take action on their behalf if services are unacceptably poor. Our work brings together independent regulation of health, mental health and adult social care for the first time. Before April 1st 2009, this work was carried out by the Healthcare Commission, the Mental Health Act Commission and the Commission for Social Care Inspection. Our aim is to make sure better care is provided for everyone, whether that s in hospital, in care homes, in people s own homes, or anywhere else that care is provided. Category C Ambulance Service User Survey 2008 To improve the quality of services that the NHS delivers, it is important to understand what patients think about their care and treatment. One way of doing this is by asking patients who have recently used their local health services to tell us about their experiences. This report provides the results of the survey of Category C service users. It shows how this trust scored for each scored question in the survey, in comparison with national results. It should be used to understand the trust s performance and to identify areas for improvement. Also available on our website is a set of tables showing the national results for the 2008 survey and a briefing note, highlighting key issues 1. These documents were produced by the Acute Co-ordination Centre at the Picker Institute Europe. This survey is part of a wider programme of NHS patient surveys, which covers a range of topics including mental health services, accident and emergency care for adults, and primary care services. To find out more about our programme, please visit our website (see further information section). The results from the survey will also be used by the Care Quality Commission in its annual assessment of trusts, as part of the 2008/09 annual health check. About the survey The survey involved all 11 ambulance trusts in England. We received responses from almost 4,000 service users, a response rate of 45%. Service users were eligible for the survey if they were aged 16 years or older, had been prioritised as a Category C upon assessment by the ambulance call handler, and received a response from the ambulance service (either via telephone or in person). 1 These tables show the percentage national results 3

4 Interpreting the report These benchmark scores are calculated by converting responses to particular questions into scores, and standardising the data to make comparisons across trust scores as fair as possible 2. Individual responses to a selection of questions from the survey were scored on a scale of 0 to 100. A score of 100 represents the best possible response. Therefore, the higher the score for each question, the better the trust is performing. Please note: the scores are not percentages, so a score of 80 does not mean that 80% of people who have used services in the trust have had a particular experience (e.g. ticked Yes to a particular question), it means that the trust has scored 80 out of a maximum of 100. A scored questionnaire showing the scores assigned to each question is available on our website (see further information section). Please also note that it is not appropriate to score all questions within the questionnaire for benchmarking purposes. This is because not all of the questions assess the trusts in any way, or they may be filter questions designed to filter out respondents to whom following questions do not apply. An example of such a question would be Q19 Were you in any pain at the time? (see Notes on specific questions section for more detail on questions not scored). The graphs included in this report display the scores for this trust, compared with the distribution of trust scores across England. Each bar represents the range of results for each question across all trusts that took part in the survey. A white diamond represents the score for this trust. The line on either side of the diamond shows the amount of uncertainty surrounding the trust s score, as a result of random fluctuation. This represents the confidence interval surrounding the score. Since the score is based on a sample of Category C service users from a trust rather than all Category C service users, the score may not be exactly the same as if everyone had been surveyed and had responded. Therefore the confidence interval 3 is calculated as a measure of how accurate the score is. We can be 95% certain that if everyone receiving a Category C response from the trust had been surveyed, the true score would fall within this interval. When considering how a trust performs, it is very important to consider the confidence interval surrounding the score. The width of the confidence interval gives some indication of how cautious we should be; a very wide interval may indicate that more data should be collected before any firm conclusions are made. 2 Trusts have differing profiles of service users. For example, one trust may have more male service users than another trust. This can potentially affect the results because people tend to answer questions in different ways, depending on certain characteristics. For example, older respondents tend to report more positive experiences than younger respondents, and women tend to report less positive experiences than do men. Because the mix of service users varies across trusts this could potentially lead to the results for a trust appearing better or worse than they would if they had a slightly different profile of service users. To account for this we standardise the data. Results have been standardised by the age and sex of respondents to ensure that no trust will appear better or worse than another because of its respondent profile. This helps to ensure that each trust s age-sex profile reflects the national age-sex distribution (based on all of the respondents to the survey). It therefore enables results from trusts with different profiles of service users to be more accurately compared. 3 A confidence interval is an upper and lower limit within which you have a stated level of confidence that the true mean (average) lies somewhere in that range. These are commonly quoted as 95% confidence intervals, which are constructed so that you can be 95% certain that the true mean lies between these limits. 4

5 The white diamond (score) is not shown for questions answered by fewer than 30 people because the uncertainty around the result would be too great. When identifying trusts with the highest and lowest scores and thresholds, trusts with fewer than 30 respondents have not been included. At the end of the report you will find the data used for the charts and background information about the service users that responded. Notes on specific questions Some questions have not been included in this report, as the scoring would not be appropriate or comparisons across trusts would not be meaningful. The results for these questions are useful for trusts to look at, in terms of their non-standardised percentage of respondents data, though the data are not suitable for national benchmark purposes. More specific reasons for not scoring certain questions are as follows: Q14: Did anyone from the ambulance service come out to help you? The results for this question have not been scored as it would be influenced mostly by a combination of the clinical needs of the service user and the policy of each trust. Some ambulance trusts will routinely send an ambulance to all Category C calls, whereas others may initially attempt to resolve the situation over the telephone. This limits any comparisons across trust results, as they cannot be made fairly. Q15: Were you told how long you would have to wait for someone from the ambulance service to arrive? Some trusts will not tell callers how long they have to wait for someone to attend. Very often the response will get diverted off elsewhere if a more urgent call of a higher level of priority comes in, so it can be difficult for staff to estimate the time. This is reflected in the national results which show a sizable minority of respondents (around 20%) were not told how long they would have to wait and hence it would affect how comparisons are made across trusts. Q26: Did you agree with the decision not to be taken to hospital by the ambulance service? Responses to this question are likely to have been influenced by expectations of the service users, rather than reflecting the appropriateness of the decision. Q28: How much information was given to you by the ambulance service to help you contact this service or organisation? Responses to this question could be scored (0 for Not enough ; 100 for Right amount ; and 0 for Too much ). However, scores are not displayed in this report as no trust had 30 or more respondents to the question. We do not report survey results where there are fewer than 30 respondents as the uncertainty around the result would be too great. Further information Full details of the methodology of the survey can be found at: More information on the programme of NHS patient surveys is available on the patient survey section of the website at: The 2008 survey of Category C ambulance service users results, questionnaire and scoring can be found at: More information on the 2008/2009 Annual Health Check is available on the Care Quality Commission website at: 5

6 Category C Ambulance Service User Survey 2008 Calling the ambulance Was the ambulance control room operator reassuring? How would you rate the courtesy of the ambulance control room operator? Telephone assessment and advice How long did you have to wait to speak to the telephone advisor? How do you feel about the length of time you waited before you spoke to the telephone advisor? Was the telephone advisor reassuring? How would you rate the courtesy of the telephone advisor? Did you feel you were given enough advice on the telephone about what to do? Did they explain the advice they gave you in a way you could understand? How would you rate the advice you were given over the telephone? Distribution of trust scores This trust (vertical lines show amount of uncertainty as a result of random fluctuation) This trust's results are not shown if there were fewer than 30 respondents. 6

7 Category C Ambulance Service User Survey 2008 Attendance by the ambulance service How do you feel about the length of time you were waiting before someone from the ambulance service arrived? Was the person(s) who came out to help you reassuring? Did you have trust and confidence in them? Do you think they did everything they could to help control your pain? Did they explain your care and treatment in a way you could understand? If friends or relatives were with you, do you think they were given enough information about your condition and treatment? If you were provided with transport How clean was the inside of the ambulance or ambulance car? Overall Overall do you feel the ambulance service staff treated you with respect and dignity? Do you feel the ambulance service staff listened carefully to what you had to say? Do you feel the ambulance service staff understood your needs? Were you involved as much as you wanted to be in decisions about your care and treatment? Was the main reason for your call to the ambulance service dealt with to your satisfaction? Overall, how would you rate the care you received from the ambulance service? Distribution of trust scores This trust (vertical lines show amount of uncertainty as a result of random fluctuation) This trust's results are not shown if there were fewer than 30 respondents. 7

8 Category C Ambulance Service User Survey 2008 Calling the ambulance Q4 Was the ambulance control room operator reassuring? Q5 How would you rate the courtesy of the ambulance control room operator? Telephone assessment and advice Q7 How long did you have to wait to speak to the telephone advisor? Q8 How do you feel about the length of time you waited before you spoke to the telephone advisor? Q9 Was the telephone advisor reassuring? Q10 How would you rate the courtesy of the telephone advisor? Q11 Did you feel you were given enough advice on the telephone about what to do? Q12 Did they explain the advice they gave you in a way you could understand? Q13 How would you rate the advice you were given over the telephone? Attendance by the ambulance service Q16 How do you feel about the length of time you were waiting before someone from the ambulance service arrived? Q17 Was the person(s) who came out to help you reassuring? Q18 Did you have trust and confidence in them? Q20 Do you think they did everything they could to help control your pain? Q21 Did they explain your care and treatment in a way you could understand? Q22 If friends or relatives were with you, do you think they were given enough information about your condition and treatment? If you were provided with transport Q24 How clean was the inside of the ambulance or ambulance car?

9 Category C Ambulance Service User Survey 2008 Overall Q30 Overall do you feel the ambulance service staff treated you with respect and dignity? Q31 Do you feel the ambulance service staff listened carefully to what you had to say? Q32 Do you feel the ambulance service staff understood your needs? Q33 Were you involved as much as you wanted to be in decisions about your care and treatment? Q34 Was the main reason for your call to the ambulance service dealt with to your satisfaction? Q35 Overall, how would you rate the care you received from the ambulance service?

10 Category C Ambulance Service User Survey 2008 Background information The sample This trust All trusts Number of respondents Response Rate (percentage) Demographic characteristics This trust All trusts Gender (percentage) (%) (%) Male Female Age group (percentage) (%) (%) Aged 35 and younger 9 12 Aged Aged Aged Aged 81 and older Ethnic group (percentage) (%) (%) White Mixed 0 1 Asian or Asian British 2 2 Black or Black British 0 1 Chinese or other ethnic group

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