Emergency Department Survey 2016 Management Report...Emergency Department Survey 2016 University...

Emergency Department Survey 2016

Management Report

University Hospitals Coventry and Warwickshire NHS Trust

Produced 28 April 2017

by Quality Health

QualityHealth



Table of Contents

Introduction 3

Recommendations 4

Reading the Report 7

A. Arrival at the Emergency Department 10

B. Waiting 12

C. Doctors and Nurses 15

D. Your Care and Treatment 20

E. Tests 24

F. Pain 26

G. Hospital Environment and Facilities 28

H. Leaving the Emergency Department 30

I. Overall 34

Demographic Characteristics 36

Survey Results Manual 38

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Introduction

w Moved / not known at this address 29

w Ineligible 0

w Deceased 14

The National Emergency Department Survey was undertaken for University Hospitals Coventry and Warwickshire

NHS Trust between 24 October 2016 to the 17 March 2017. Some changes to the methodology were implemented

this year, including a different sampling period (September 2016) and the sample size was increased from 850 to

1250. There are also some small changes to the content of the questionnaire with three new questions being

added; two amended and one removed.

Additionally, the survey now covers both type 1 and type 3 emergency services and some small amendments to

some other questions were made in order to make them appropriate to both types of service.

Because of these changes, comparisons between this and previous surveys are not possible.

The survey required a random sample of 1250 patients seen during September 2016. There were a number of

categories of patients excluded from the survey e.g. current inpatients and minor injury unit patients.

Response Rate

274 completed questionnaires were returned from the sample of 1250 from University Hospitals Coventry and

The final response rate for University Hospitals Coventry and Warwickshire NHS Trust was 23% (274 usable

responses from a usable sample of 1207).

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University Hospitals Coventry and Warwickshire NHS Trust.

Recommendations

Summary

Overall, the Trust's scores are low in many areas, with a number of scores where the Trust is in the bottom

20% of Trusts surveyed. However there are a few questions where the Trust performs within the top 20%.

Action should be taken in all areas to address the issues raised in the results.

Arrival at the Emergency Department

Recommendation: Look at ways of ensuring that patients have enough privacy when discussing their

condition with reception staff, given the scores in this area

Waiting

Recommendation: Ensure that patients are able to speak to and be examined by emergency department

staff as soon as possible after their arrival

Recommendation: Further ensure that patients are given a clear and realistic indication of how long they will

have to wait to see a doctor or nurse

Recommendation: Consider what can be done to reduce the time that patients spend in the emergency

department given the Trust's score in this area

Doctors and Nurses

Recommendation: Ensure that patients are given enough time to discuss their condition and that they feel

listened to

Recommendation: Make sure that patients have been spoken to in a way that they are able to understand -

check with them that this is the case and take appropriate action

Recommendation: Some patients say that they did not have trust and confidence in the doctors and nurses

who examined them - look at how this can be addressed as a priority

Recommendation: Some patients reported that doctors and nurses sometimes talked in front of them as if

they weren't there - take action to ensure that this doesn't happen

Recommendation: Ensure that family members or those accompanying the patient are given enough time to

talk to doctors and nurses

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Recommendations (continued)

Your Care and Treatment

Recommendation: Some patients say that they are not given enough information about their care and

treatment whilst in the emergency department; look at how this can be improved, considering different

methods of giving information to suit patients' needs

Recommendation: Ensure that patients can get help when needed - tell them how they do this and ensure

that response is forthcoming

Recommendation: Some patients said that one member of staff would say one thing and another

would say something quite different. Discuss with nurses and doctors methods by which reduction

in the amount of conflicting information given to patients can be achieved

Recommendation: Many patients feel that they are not involved in decisions about their care and treatment

as much as they want to be - look at how this can be addressed.

Tests

Recommendation: Ensure that patients are given clear information about why they need the tests that they

need

Recommendation: If patients are not able to receive their test results before leaving the emergency

department, make sure that this is explained to them, and that they are told when they will receive them

Pain

Recommendation: Investigate why many patients say it took over 30 minutes for them to receive their

requested pain relief medication, or said they were not given any, and consider what action can be taken to

reduce this

Recommendation: Look at why some patients say that hospital staff did not do everything they could to help

control their pain and consider what action can be taken, given the low score in this area

Hospital Environment and Facilities

Recommendation: Ensure that adequate provision is made for patients to get something to eat and drink

while they are in the emergency department

Leaving the Emergency Department

Recommendation: Ensure that all patients have the purpose of medications and any possible side effects

explained in a clear way - this is one of the most important issues from a patient's perspective

Recommendation: Make sure patients are given clear information about when they can resume normal

activity after leaving the emergency department

Recommendation: Give patients clear information on danger signs to watch for once leaving the emergency

department and details of who to contact in case they are worried

Recommendation: Ensure that patients are signposted to help them choose the right service in future to

access e.g. GP, NHS111, out of hours service, walk in service, minor injuries or emergency care centres

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Recommendations (continued)

Overall

Recommendation: Many patients feel that they are not treated with respect and dignity during all their time

in the emergency department - urgently look at how this can be addressed

Recommendation: Ensure that information about how to comment or complain (such as leaflets and posters)

are visible and available for patients in hospital; staff are up to date on comments and complaints procedures

and able to explain and easily communicate this to patients

Recommendation: Triangulate and link patient experience data, FFT and patient outcomes (PROMS) and use

in the organisation to identify specific actions that can be put in place. Such actions will, on the basis of

analysis of very large NHS datasets, have the potential to improve patients’ perceived outcomes of care

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Reading the Report

Standardised Data

Raw Data

Compositional Charts - Raw Data

Suppression

Used in the Benchmark Charts and Tables .

This data provides the Trust with an indication of how scores rank when directly compared with the average

scores, whilst supressing any differences that may be present due to local variation in terms of patient

demographic profile. Standardising the data in this way ensures that any comparisons drawn are reliable when

determining variations in scores and top and bottom performers.

The process undertaken to standardise the data is based on national methodology used by the CQC to produce

the national benchmark reports and should be useful to provide an indication of what a Trust’s national results

are likely to be. However, please be advised that there will be minor differences between the numbers in this

report and a Trust’s official national benchmark report as Quality Health only has access to a proportion of the

data whilst the national standardisation process will be based on the full dataset available for all Trusts.

Used in the Compositional Charts .

This data provides the Trust with an unadjusted view of exactly how patients have responded to the survey. This

view of the data is important to ensure the Trust has full visibility of the survey results as a dataset in its own

right. Comparisons with the unadjusted survey averages are also provided for information.

The compositional chart uses data as reported in the Survey Results Manual (frequency tables) at the end of this

report, for each question that is also evaluative / scored. It shows the range of responses to the specified

question for the organisation and for all similar organisations in the Quality Health database (survey average).

The vertical scale is always 0-100%. These charts exclude any non-specific responses such as don’t know / can’t

remember.

All scores within the benchmark charts and tables are supressed if fewer than 30 respondents have answered

an individual question. When scores are supressed, no RAG rating is assigned.

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Reading the Report (continued)

Important Note - Scored Questions

It is not appropriate to score all questions in the questionnaire as not all of the questions assess the trusts in

any way, for example, they may be 'routing questions' designed to filter out respondents to whom following

questions do not apply. An example of a routing question is Q12 (During your stay in hospital, how many wards

did you stay in? ).

For each question in the survey, the individual (standardised) responses are converted into scores

on a scale from 0 to 10. A score of 10 represents the best possible response and a score of zero the

worst. The higher the score for each question, the better the trust is performing.

In the above example all three responses are scored. The first response is treated as being entirely positive, the

second as partially positive and the third as negative. Such scoring should be taken into account when

comparing raw percentages in the compositional charts against overall question level scores.

For full details of the scoring please refer to the Scored Questionnaire which can be accessed here:

http://www.nhssurveys.org/surveys/985

For each scored question in the survey, the individual responses are converted into scores on a scale from 0% to

100%. A score of 100% represents the best possible response and a score of 0% the worst. The higher the score

for each question, the better the trust is performing.

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http://www.nhssurveys.org/surveys/985



Reading the Report (continued)

Benchmark Charts and Tables - Scored Questions Only

• A red section: the lowest-scoring 20% of Trusts

• An amber section: the intermediate 60% of Trusts

• A green section: the highest-scoring 20% of Trusts

• The first column shows the question number and question text

• The second column shows the lowest score achieved across all Trusts in the Quality Health database

• The third column shows the highest value in the lowest scoring 20% of Trusts (i.e. the threshold or end of the

red segment of the chart);

• The fourth column shows the lowest value in the highest scoring 20% of Trusts (i.e. the threshold or start of

the green segment on the chart);

• The fifth column displays the highest score achieved across all Trusts in the Quality Health database

• The sixth column shows the base size or number of respondents for the question/Trust

• The seventh column shows the Trust's score for this year (as depicted by the black circle on the chart)

• The final column shows a RAG rating indicator. If a Trust's score falls within the lowest 20% of scores for that

question, a red dot will be displayed. If a Trust's score falls within the intermediate 60% of scores for that

question, an amber dot will be displayed. If a Trust's score falls within the highest 20% of scores for that

question, a green dot will be displayed. If the Trust's score is supressed, no RAG rating is displayed.

The black circle represents the score for the Trust. If the circle is in the green section of the bar, it means that

the Trust is among the top 20% of Trusts surveyed by Quality Health for that question. The line on either side of

the circle shows the 95% confidence interval (the degree of uncertainty surrounding the Trust's score).

Under each benchmark chart is a data table, detailing the following:

<Example data table here>

<Example chart here>

Each scored question has a bar that represents the range of results across all Trusts that took part in the survey

with Quality Health.

The bar is divided into three segments as follows:

The benchmark charts (example below) show results for scored questions only.

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A. Arrival at the Emergency Department - Benchmark Charts and Tables

5. Once you arrived at the emergency

department, how long did you

wait...before your care was handed over

to the ED staff?

7. Were you given enough privacy when

discussing your condition with the

receptionist?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

5. Once you arrived at the emergency

department, how long did you

wait...before your care was handed over

to the ED staff?

64.3% 78.5% 89.2% 95.4% 83 87.0% l


discussing your condition with the

receptionist?65.9% 71.1% 78.0% 82.2% 213 72.0% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

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A. Arrival at the Emergency Department - Compositional Charts

5. Once you arrived at the emergency department, how long did you wait with the ambulance crew before your

care was handed over to the emergency department staff?

7. Were you given enough privacy when discussing your condition with the receptionist?

RKB

RKB

52%

23%

13%8%

1% 2%

43%

27%

16%7% 3% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

I did not have to wait Up to 15 minutes 16 – 30 minutes 31 – 60 minutes More than 1 hour butno more than 2 hours

More than 2 hours

Trust

All

52%

39%

8%

57%

35%

8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, definitely Yes, to some extent No

Trust

All

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B. Waiting - Benchmark Charts and Tables

8. How long did you wait before you first

spoke to a nurse or doctor?

9. ...From the time you arrived, how long did

you wait before being examined by a

doctor or nurse?

10. Were you told how long you would have

to wait to be examined?

11. Overall, how long did your visit to the

emergency department last?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

8. How long did you wait before you first

spoke to a nurse or doctor?50.0% 60.0% 70.1% 73.3% 253 62.4% l

9. ...From the time you arrived, how long did

you wait before being examined by a

doctor or nurse?56.7% 61.2% 69.2% 74.2% 260 63.0% l

10. Were you told how long you would have

to wait to be examined?30.2% 34.6% 40.8% 48.6% 205 37.1% l

11. Overall, how long did your visit to the

emergency department last?61.6% 68.4% 77.1% 82.9% 253 68.6% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

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B. Waiting - Compositional Charts

8. How long did you wait before you first spoke to a nurse or doctor?

9. Sometimes, people will talk to a nurse or doctor and be examined later. From the time you arrived, how long

did you wait before being examined by a doctor or nurse?

10. Were you told how long you would have to wait to be examined?

RKB

RKB

RKB

33% 34%

19%15%

39%

28%

18%15%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0 -15 minutes 16 - 30 minutes 31- 60 minutes More than 60 minutes

Trust

All

13%

37%

19%14% 10%

6%

16%

36%

22%13% 10%

3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

I did not have to wait 1-30 minutes 31-60 minutes > 1 hour< 2 hours

> 2 hours< 4 hours

More than 4 hours

Trust

All

16% 15%8%

60%

15% 18%9%

58%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, but the wait was shorter Yes, ..waited..as long as I was told

Yes, but the wait was longer No, I was not told

Trust

All

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B. Waiting - Compositional Charts (continued)

11. Overall, how long did your visit to the emergency department last?

RKB

14%18%

27%

17%10%

6% 4% 5%14%

18%

31%

19%

8%4% 3% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Up to 1 hour > 1 hour < 2 hours

> 2 hours < 4 hours

> 4 hours < 6 hours

> 6 hours < 8 hours

> 8 hours < 12 hours

> 12 hours < 24 hours

More than 24hours

Trust

All

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C. Doctors and Nurses - Benchmark Charts and Tables

12. Did you have enough time to discuss your

health or medical problem with the

doctor or nurse?

13. While you were in the emergency

department, did a doctor or nurse explain

your condition and treatment in a way

you could understand?

14. Did the doctors and nurses listen to what

you had to say?

15. If you had any anxieties or fears about

your condition or treatment, did a doctor

or nurse discuss them with you?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

12. Did you have enough time to discuss your

health or medical problem with the

doctor or nurse?81.2% 84.7% 88.8% 91.3% 264 85.2% l


department, did a doctor or nurse explain

your condition and treatment in a way

you could understand?

75.1% 80.9% 86.3% 88.0% 257 80.8% l

14. Did the doctors and nurses listen to what

you had to say?85.8% 87.8% 91.6% 93.1% 262 87.9% l

15. If you had any anxieties or fears about

your condition or treatment, did a doctor

or nurse discuss them with you?62.9% 71.5% 77.9% 78.6% 206 71.8% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

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C. Doctors and Nurses - Benchmark Charts and Tables (continued)

16. Did you have confidence and trust in the

doctors and nurses examining and

treating you?

17. Did doctors or nurses talk to each other

about you as if you weren’t there?

18. If your family or someone else close to

you wanted to talk to a doctor, did they

have enough opportunity to do so?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

16. Did you have confidence and trust in the

doctors and nurses examining and

treating you?83.3% 86.5% 90.8% 93.5% 263 86.0% l

17. Did doctors or nurses talk to each other

about you as if you weren’t there?86.8% 90.1% 93.7% 95.0% 258 90.1% l

18. If your family or someone else close to

you wanted to talk to a doctor, did they

have enough opportunity to do so?69.8% 75.6% 82.7% 86.2% 170 72.1% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

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C. Doctors and Nurses - Compositional Charts

12. Did you have enough time to discuss your health or medical problem with the doctor or nurse?

13. While you were in the emergency department, did a doctor or nurse explain your condition and treatment in

a way you could understand?

14. Did the doctors and nurses listen to what you had to say?

RKB

RKB

RKB

73%

23%

4%

77%

19%

4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

68%

25%

7%

72%

22%

6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, completely Yes, to some extent No

Trust

All

79%

17%

4%

81%

16%

3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

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C. Doctors and Nurses - Compositional Charts (continued)

15. If you had any anxieties or fears about your condition or treatment, did a doctor or nurse discuss them with

you?

16. Did you have confidence and trust in the doctors and nurses examining and treating you?

17. Did doctors or nurses talk to each other about you as if you weren’t there?

RKB

RKB

RKB

56%

31%

13%

60%

26%

13%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

76%

18%

6%

80%

16%

4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

5%11%

84%

4%9%

87%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

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C. Doctors and Nurses - Compositional Charts (continued)

18. If your family or someone else close to you wanted to talk to a doctor, did they have enough opportunity to

do so?

RKB

56%

32%

12%

67%

25%

9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

of 60



D. Your Care and Treatment - Benchmark Charts and Tables


department, how much information

about your condition or treatment was

given to you?


being examined or treated?

21. If you needed attention, were you able to

get a member of medical or nursing staff

to help you?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating


department, how much information

about your condition or treatment was

given to you?

80.9% 85.6% 90.2% 92.2% 259 84.5% l


being examined or treated?84.6% 91.1% 93.9% 94.9% 264 92.0% l

21. If you needed attention, were you able to

get a member of medical or nursing staff

to help you?70.2% 78.5% 84.4% 89.6% 175 79.1% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

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D. Your Care and Treatment - Benchmark Charts and Tables (continued)

22. Sometimes...a member of staff will say

one thing and another will say something

quite different. Did this happen to you...?

23. Were you involved as much as you

wanted to be in decisions about your care

and treatment?

24. If you were feeling distressed while you

were in the emergency department, did a

member of staff help to reassure you?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

22. Sometimes...a member of staff will say

one thing and another will say something

quite different. Did this happen to you...?86.6% 89.0% 93.1% 95.2% 263 89.5% l

23. Were you involved as much as you

wanted to be in decisions about your care

and treatment?74.0% 77.6% 84.6% 87.2% 241 74.4% l

24. If you were feeling distressed while you

were in the emergency department, did a

member of staff help to reassure you?55.6% 61.1% 72.4% 77.9% 128 60.9% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

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D. Your Care and Treatment - Compositional Charts

19. While you were in the emergency department, how much information about your condition or treatment

was given to you?

20. Were you given enough privacy when being examined or treated?

21. If you needed attention, were you able to get a member of medical or nursing staff to help you?

RKB

RKB

RKB

15%

77%

1%8%

12%

81%

0%6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Not enough Right amount Too much I was not given any information..

Trust

All

84%

14%

2%

86%

12%

2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

56%

30%

7% 7%

63%

28%

6% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, always Yes, sometimes No, I could not find a member ofstaff to help me

A member of staff was with me all the time

Trust

All

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D. Your Care and Treatment - Compositional Charts (continued)

22. Sometimes, a member of staff will say one thing and another will say something quite different. Did this

happen to you in the emergency department?

23. Were you involved as much as you wanted to be in decisions about your care and treatment?

24. If you were feeling distressed while you were in the emergency department, did a member of staff help to

reassure you?

RKB

RKB

RKB

6%11%

83%

5%9%

86%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

61%

25%

14%

70%

23%

8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

45%

30%25%

53%

27%20%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

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E. Tests - Benchmark Charts and Tables

26. Did a member of staff explain why you

needed these test(s) in a way you could

understand?

27. Before you left the emergency

department, did you get the results of

your tests?

28. Did a member of staff explain the results

of the tests in a way you could

understand?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

26. Did a member of staff explain why you

needed these test(s) in a way you could

understand?76.3% 82.6% 87.7% 90.1% 185 83.0% l

27. Before you left the emergency

department, did you get the results of

your tests?73.9% 77.6% 84.5% 91.7% 154 77.3% l

28. Did a member of staff explain the results

of the tests in a way you could

understand?85.2% 87.7% 91.3% 94.6% 119 91.4% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

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E. Tests - Compositional Charts

26. Did a member of staff explain why you needed these test(s) in a way you could understand?

27. Before you left the emergency department, did you get the results of your tests?

28. Did a member of staff explain the results of the tests in a way you could understand?

RKB

RKB

RKB

75%

17%

8%

77%

16%7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

71%

22%

7%

76%

17%

7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No I was told that the results of the tests wouldbe given to me at a later date

Trust

All

84%

14%

2%

81%

16%

2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

of 60



F. Pain - Benchmark Charts and Tables (continued)

31. How many minutes after you requested

pain relief medication did it take before

you got it?

32. Do you think the hospital staff did

everything they could to help control your

pain?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

31. How many minutes after you requested

pain relief medication did it take before

you got it?47.9% 57.4% 66.5% 82.9% 36 47.9% l

32. Do you think the hospital staff did

everything they could to help control your

pain?71.9% 76.2% 82.6% 88.8% 135 74.7% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

of 60



F. Pain - Compositional Charts

31. How many minutes after you requested pain relief medication did it take before you got it?

32. Do you think the hospital staff did everything they could to help control your pain?

RKB

RKB

19%

8%17%

3%11%

22% 19%17%23% 20%

10% 10%14%

6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0 minutes / rightaway

1 – 5 minutes 6 – 10 minutes 11 – 15 minutes 16 – 30 minutes More than 30minutes

I asked...but wasn’t given any

Trust

All

58%

27%

15%

68%

22%

11%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

of 60



G. Hospital Environment and Facilities - Benchmark Charts and Tables

33. In your opinion, how clean was the

emergency department?


department, did you feel threatened by

other patients or visitors?

35. Were you able to get suitable food or

drinks when you were in the emergency

department?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

33. In your opinion, how clean was the

emergency department?80.4% 84.6% 90.6% 92.8% 255 87.9% l


department, did you feel threatened by

other patients or visitors?88.8% 95.8% 98.1% 99.1% 265 98.5% l

35. Were you able to get suitable food or

drinks when you were in the emergency

department?60.5% 68.2% 75.3% 79.7% 145 67.5% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

of 60



G. Hospital Environment and Facilities - Compositional Charts

33. In your opinion, how clean was the emergency department?

34. While you were in the emergency department, did you feel threatened by other patients or visitors?

35. Were you able to get suitable food or drinks when you were in the emergency department?

RKB

RKB

RKB

64%

33%

2% 1%

67%

30%

3% 1%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Very clean Fairly clean Not very clean Not at all clean

Trust

All

1% 2%

97%

1% 4%

94%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

71%

29%

5% 5%

76%

24%

5% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No I was told not to eat or drink I did not know if I wasallowed to eat or drink

Trust

All

of 60



H. Leaving the Emergency Department - Benchmark Charts and Tables

38. Did a member of staff explain the purpose

of the medications you were to take at

home in a way you could understand?

39. Did a member of staff tell you about

medication side effects to watch for?

40. Did a member of staff tell you when you

could resume your usual activities, such

as when to go back to work or drive a

car?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

38. Did a member of staff explain the purpose

of the medications you were to take at

home in a way you could understand?89.6% 91.9% 94.9% 99.5% 58 91.7% l

39. Did a member of staff tell you about

medication side effects to watch for?44.4% 48.8% 58.0% 72.1% 47 49.2% l

40. Did a member of staff tell you when you

could resume your usual activities, such

as when to go back to work or drive a

car?

41.1% 49.3% 59.9% 66.1% 97 48.5% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

of 60



H. Leaving the Emergency Department - Benchmark Charts and Tables (continued)

41. Did hospital staff take your family or

home situation into account when you

were leaving the emergency department?

42. Did a member of staff tell you about what

danger signals regarding your illness or

treatment to watch for after you went

home?

43. Did hospital staff tell you who to contact

if you were worried about your condition

or treatment after you left the emergency

department?

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

41. Did hospital staff take your family or

home situation into account when you

were leaving the emergency department?43.0% 48.1% 59.0% 64.0% 76 53.8% l

42. Did a member of staff tell you about what

danger signals regarding your illness or

treatment to watch for after you went

home?

47.9% 56.7% 66.2% 72.3% 116 58.4% l

43. Did hospital staff tell you who to contact

if you were worried about your condition

or treatment after you left the emergency

department?

56.7% 71.5% 79.1% 84.6% 155 71.8% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

of 60



H. Leaving the Emergency Department - Compositional Charts

38. Did a member of staff explain the purpose of the medications you were to take at home in a way you could

understand?

39. Did a member of staff tell you about medication side effects to watch for?

40. Did a member of staff tell you when you could resume your usual activities, such as when to go back to work

or drive a car?

RKB

RKB

RKB

90%

5% 5%

89%

9%2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

38%

26%

36%

46%

17%

37%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

39%

21%

40%46%

20%

34%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

of 60



H. Leaving the Emergency Department - Compositional Charts (continued)

41. Did hospital staff take your family or home situation into account when you were leaving the emergency

department?

42. Did a member of staff tell you about what danger signals regarding your illness or treatment to watch for

after you went home?

43. Did hospital staff tell you who to contact if you were worried about your condition or treatment after you left

the emergency department?

RKB

RKB

RKB

39%

24%

37%44%

17%

39%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

47%

22%

32%

50%

22%28%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Trust

All

73%

27%

75%

25%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No

Trust

All

of 60



I. Overall - Benchmark Charts and Tables

44. Overall, did you feel you were treated

with respect and dignity while you were

in the emergency department?

45. Overall…

Lower

Nu

mb

er of

Resp

on

den

ts

ScoreRAG

Rating

44. Overall, did you feel you were treated

with respect and dignity while you were

in the emergency department?86.4% 90.3% 93.6% 95.0% 266 88.8% l

45. Overall…

76.6% 79.9% 84.9% 86.8% 253 80.4% l

Higher

RKB

Lowest

Scoring

Trust

Lowest

20%

Threshold

Highest

80%

Threshold

Highest

Scoring

Trust

This Trust 2016

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

of 60



I. Overall - Compositional Charts

44. Overall, did you feel you were treated with respect and dignity while you were in the emergency

department?

45. Overall…

RKB

RKB

80%

17%

4%

85%

12%

3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, all of the time Yes, some of the time No

Trust

All

2% 1% 1% 2% 3% 6% 4% 8%

23% 22%28%

1% 1% 1% 2% 2% 5% 4%10%

20% 21%

33%

0%10%20%30%40%50%60%70%80%90%

100%

0 - I had avery poor

experience

1 2 3 4 5 6 7 8 9 10 - I had avery goodexperience

Trust

All

of 60



Demographic Characteristics

Gender

Age Group

Ethnic Group

RKB

RKB

RKB

45%

55%

42%

58%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Male

Female

Trust

All

48%

25%

14%

12%

44%

25%

16%

16%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Aged 66 and older

Aged 51 - 65

Aged 36 - 50

Aged 35 and under

Trust

All

0%

1%

3%

1%

95%

0%

3%

5%

0%

92%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Other Ethnic Group

Black / African / Caribbean / Black British

Asian / Asian British

Mixed / Multiple ethnic group

White

Trust

All

of 60



Demographic Characteristics (continued)

Religion

Sexual Orientation

RKB

RKB

3%

1%

0%

2%

0%

1%

73%

0%

20%

3%

2%

2%

2%

0%

2%

74%

0%

16%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

I would prefer not to say

Other

Sikh

Muslim

Jewish

Hindu

Christian

Buddhist

No Religion

Trust

All

5%

1%

1%

1%

93%

8%

1%

1%

2%

88%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

I would prefer not to say

Other

Bisexual

Gay / Lesbian

Heterosexual / Straight

Trust

All

of 60

Survey results

This report sets out the results from the 2016 Emergency Department Survey for University Hospitals Coventry and Warwickshire NHS Trust , ordered in exactly the

same way as the survey questionnaire sent to service users. All the figures shown are derived from the raw, unstandardised, data.

Reading the columns of figures

The results are shown firstly in absolute numbers, then as percentage responses. The first two columns show the organisation's results from the current survey and the

final two columns show the data for the other Quality Health client organisations participating in the survey.

The purpose of presenting the figures in this way is to give a direct, at-a-glance, comparison between the organisation's 2016 results and the overall results from the

Quality Health client database for this survey.

Conventions

The percentages are calculated after excluding those respondents that did not answer that particular question. All percentages are rounded to the nearest whole

number. When added together, the percentages for all answers to a particular question may not total 100% because of this rounding.

The ‘Missing’ figures show the number of respondents who did not reply to that particular question. In some cases, the ‘Missing’ figure is quite high because it includes

respondents who did not answer that question or group of questions because it was not applicable to their circumstances (e.g. Q2).

On some questions there are also some figures/responses which are italicised and marked with an asterisk. These figures have been recalculated to exclude responses

where the question was not applicable to the respondent's circumstances, or they felt unable to give a definite answer. For example, questions such as Q5 about how

long a patient waited with the ambulance crew whilst waiting to be handed over to emergency department staff, where those not answering (Missing), those not

answering (Missing) and those saying "Don't know / can't remember" are excluded from the percentage calculated for the asterisked responses.

Changes made to the data

There are a number of questions which are ‘routed’ (i.e. where respondents are directed to a subsequent question depending on their answer to the lead question).

Sometimes there are conflicts in the answers that respondents give to these questions and the data is corrected to account for this. For example, if response 1 in

question 1 is ticked and the respondent goes on to answer questions 2-3, then any data entered for these questions will be deleted as the respondent should not have

answered them.

of 60 Survey Results Manual Emergency Department Survey 2016


1.

# % # %

Yes 140 53% 6007 58%

No 123 47% 4393 42%

Missing 11 391

2.

# % # %

The 999 emergency service 26 20% 1029 23%

An NHS walk-in centre 14 11% 241 5%

An A&E department 8 6% 150 3%A Minor Injuries Unit (MIU) 2 2% 137 3%

An Urgent Care Centre (UCC) 0 0% 44 1%

A GP out of hours service 2 2% 143 3%

A local GP surgery 40 31% 1435 31%

The NHS 111 telephone service 22 17% 985 22%

Somewhere else 13 10% 394 9%

Missing 147 6233

Before going to this emergency department, where did you go to, or contact, for help with your condition? RKB - 2016 ALL

ARRIVAL AT THE ACCIDENT & EMERGENCY DEPARTMENT

Was this emergency department the first place you went to, or contacted, for help with your condition? RKB - 2016 ALL

of 60 Emergency Department Survey 2016


3.

# % # %

The service above referred me or took me to this emergency department 92 34% 3608 33%

Missing 182 7183

I couldn't contact the service above 0 0% 56 1%

Missing 274 10735

I couldn't get an appointment 6 2% 155 1%

Missing 268 10636

The wait for the service above was too long 6 2% 150 1%

Missing 268 10641

I was not satisfied with the help I received 8 3% 170 2%

Missing 266 10621

My condition became worse 33 12% 978 9%

Missing 241 9813

A different reason 14 5% 380 4%

Missing 260 10411

4.

# % # %

Yes 95 35% 3914 37%

No 173 65% 6632 63%

Missing 6 245

Were you taken to the emergency department in an ambulance? RKB - 2016 ALL

ARRIVAL AT THE ACCIDENT & EMERGENCY DEPARTMENT (continued)

Why did you go to the emergency department following your contact with the service above? RKB - 2016 ALL



5.

# % # %

* I did not have to wait 43 52% 1620 43%

* Up to 15 minutes 19 23% 1031 27%

* 16 – 30 minutes 11 13% 611 16%

* 31 – 60 minutes 7 8% 263 7%

* More than 1 hour but no more than 2 hours 1 1% 129 3%

* More than 2 hours 2 2% 111 3%

Don’t know / can’t remember 13 14% 246 6%

Missing 178 6780

6.

# % # %

* Yes, within the previous week 10 4% 464 5%

* Yes, between one week and one month earlier 20 8% 719 7%

* Yes, more than a month earlier 30 12% 1379 14%

* No 196 77% 7605 75%


Missing 4 277

7.

# % # %

* Yes, definitely 111 52% 4539 57%

* Yes, to some extent 84 39% 2757 35%

* No 18 8% 647 8%

I did not discuss my condition with a receptionist 57 21% 2399 23%

Missing 4 449

Were you given enough privacy when discussing your condition with the receptionist? RKB - 2016 ALL

Before your most recent visit to the emergency department, had you previously been to the same emergency

department about the same condition or something related to it?

RKB - 2016 ALL

ARRIVAL AT THE ACCIDENT & EMERGENCY DEPARTMENT (continued)

Once you arrived at the emergency department, how long did you wait with the ambulance crew before your care was

handed over to the emergency department staff?

RKB - 2016 ALL



8.

# % # %

* 0 -15 minutes 83 33% 3906 39%

* 16 - 30 minutes 85 34% 2870 28%

* 31- 60 minutes 47 19% 1852 18%

* More than 60 minutes 38 15% 1471 15%


Missing 4 125

9.

# % # %

* I did not have to wait 35 13% 1559 16%

* 1-30 minutes 97 37% 3638 36%

* 31-60 minutes 49 19% 2163 22%


* More than 2 hours but no more than 4 hours 27 10% 986 10%

* More than 4 hours 15 6% 298 3%

Can’t remember 9 3% 490 5%

I did not see a doctor or a nurse 2 1% 88 1%

Missing 3 230

10.

# % # %

* Yes, but the wait was shorter 33 16% 1178 15%

* Yes, and I had to wait about as long as I was told 31 15% 1400 18%

* Yes, but the wait was longer 17 8% 689 9%

* No, I was not told 124 60% 4475 58%


Missing 43 1898

Were you told how long you would have to wait to be examined? RKB - 2016 ALL

Sometimes, people will talk to a nurse or doctor and be examined later. From the time you arrived, how long did you

wait before being examined by a doctor or nurse?

RKB - 2016 ALL

WAITING

How long did you wait before you first spoke to a nurse or doctor? RKB - 2016 ALL



11.

# % # %

* Up to 1 hour 35 14% 1413 14%







* More than 24 hours 12 5% 293 3%

Can’t remember 16 6% 515 5%

Missing 5 227

Overall, how long did your visit to the emergency department last? RKB - 2016 ALL

WAITING (continued)



12.

# % # %

* Yes, definitely 193 73% 8066 77%


* No 11 4% 414 4%

I did not see a doctor or nurse 4 1% 89 1%

Missing 6 196

13.

# % # %

* Yes, completely 174 68% 7185 72%


* No 18 7% 615 6%

I did not need an explanation 8 3% 558 5%

Missing 9 289

14.

# % # %

Yes, definitely 207 79% 8384 81%

Yes, to some extent 44 17% 1639 16%

No 11 4% 272 3%

Missing 12 496

15.

# % # %

* Yes, completely 115 56% 4369 60%


* No 27 13% 976 13%

I did not have anxieties or fears 54 21% 3221 31%

Missing 14 311

If you had any anxieties or fears about your condition or treatment, did a doctor or nurse discuss them with you? RKB - 2016 ALL

Did the doctors and nurses listen to what you had to say? RKB - 2016 ALL

While you were in the emergency department, did a doctor or nurse explain your condition and treatment in a way you

could understand?

RKB - 2016 ALL

DOCTORS AND NURSES

Did you have enough time to discuss your health or medical problem with the doctor or nurse? RKB - 2016 ALL



16.

# % # %



No 15 6% 405 4%

Missing 11 294

17.

# % # %



No 217 84% 8921 87%

Missing 16 545

18.

# % # %

* Yes, definitely 95 56% 4292 67%


* No 21 12% 560 9%

No family or friends were involved 69 27% 2588 25%

My family or friends did not want or need information 15 6% 945 9%

I did not want my family or friends to talk to a doctor 6 2% 256 3%

Missing 14 566

If your family or someone else close to you wanted to talk to a doctor, did they have enough opportunity to do so? RKB - 2016 ALL

Did doctors or nurses talk to each other about you as if you weren’t there? RKB - 2016 ALL

DOCTORS AND NURSES (continued)

Did you have confidence and trust in the doctors and nurses examining and treating you? RKB - 2016 ALL



19.

# % # %

Not enough 38 15% 1231 12%

Right amount 199 77% 8385 81%

Too much 2 1% 37 0%

I was not given any information about my condition or treatment 20 8% 665 6%

Missing 15 473

20.

# % # %



No 4 2% 188 2%

Missing 10 410

21.

# % # %

* Yes, always 98 56% 4421 63%

* Yes, sometimes 52 30% 1946 28%

* No, I could not find a member of staff to help me 13 7% 420 6%

* A member of staff was with me all the time 12 7% 234 3%

I did not need attention 84 32% 3307 32%

Missing 15 463

22.

# % # %



No 219 83% 8886 86%

Missing 11 427

Sometimes, a member of staff will say one thing and another will say something quite different. Did this happen to you

in the emergency department?

RKB - 2016 ALL

If you needed attention, were you able to get a member of medical or nursing staff to help you? RKB - 2016 ALL

Were you given enough privacy when being examined or treated? RKB - 2016 ALL

YOUR CARE AND TREATMENT

While you were in the emergency department, how much information about your condition or treatment was given to

you?

RKB - 2016 ALL



23.

# % # %

* Yes, definitely 147 61% 6776 70%


* No 33 14% 746 8%

I was not well enough to be involved in decisions about my care 20 8% 618 6%

Missing 13 438

24.

# % # %

* Yes, definitely 58 45% 2295 53%


* No 32 25% 849 20%

I was not distressed 119 46% 5679 55%

Not sure / can’t remember 13 5% 366 4%

Missing 14 435

If you were feeling distressed while you were in the emergency department, did a member of staff help to reassure you? RKB - 2016 ALL

YOUR CARE AND TREATMENT (continued)

Were you involved as much as you wanted to be in decisions about your care and treatment? RKB - 2016 ALL



25.

# % # %

Yes 186 70% 7478 72%

No 79 30% 2900 28%

Missing 9 413

26.

# % # %

Yes, completely 138 75% 5675 77%


No 15 8% 540 7%

Missing 89 3419

27.

# % # %

* Yes 118 71% 5211 76%

* No 36 22% 1180 17%

* I was told that the results of the tests would be given to me at a later date 12 7% 494 7%


Missing 96 3470

28.

# % # %

* Yes, definitely 100 84% 4217 81%


* No 2 2% 126 2%

Not sure / can’t remember 1 1% 73 1%

Missing 154 5540

Did a member of staff explain the results of the tests in a way you could understand? RKB - 2016 ALL

Before you left the emergency department, did you get the results of your tests? RKB - 2016 ALL

Did a member of staff explain why you needed these test(s) in a way you could understand? RKB - 2016 ALL

TESTS

Did you have any tests (such as x-rays, scans or blood tests) when you visited the emergency department? RKB - 2016 ALL



29.

# % # %

Yes 151 58% 6157 59%

No 109 42% 4196 41%

Missing 14 438

30.

# % # %

* Yes 37 33% 1677 38%

* No 74 67% 2794 62%

I was offered or given pain relief medication without asking 40 26% 1595 26%

Missing 123 4725

31.

# % # %

0 minutes / right away 7 19% 289 17%

1 – 5 minutes 3 8% 389 23%

6 – 10 minutes 6 17% 344 20%

11 – 15 minutes 1 3% 175 10%

16 – 30 minutes 4 11% 171 10%

More than 30 minutes 8 22% 249 14%

I asked for pain relief medication but wasn’t given any 7 19% 107 6%

Missing 238 9067

How many minutes after you requested pain relief medication did it take before you got it? RKB - 2016 ALL

Did you request pain relief medication? RKB - 2016 ALL

PAIN

Were you in any pain while you were in the emergency department? RKB - 2016 ALL



32.

# % # %

* Yes, definitely 78 58% 3733 68%


* No 20 15% 593 11%

Can’t say / don’t know 13 9% 514 9%

Missing 126 4764

PAIN (continued)

Do you think the hospital staff did everything they could to help control your pain? RKB - 2016 ALL



33.

# % # %

* Very clean 164 64% 6765 67%

* Fairly clean 83 33% 2977 30%

* Not very clean 6 2% 269 3%

* Not at all clean 2 1% 76 1%

Can’t say 10 4% 380 4%

Missing 9 324

34.

# % # %



No 257 97% 9858 94%

Missing 9 341

35.

# % # %

* Yes 84 71% 3598 76%

* No 35 29% 1156 24%

I was told not to eat or drink 12 5% 509 5%

I did not know if I was allowed to eat or drink 14 5% 551 5%

I did not want anything to eat or drink 114 44% 4495 44%

Missing 15 482

Were you able to get suitable food or drinks when you were in the emergency department? RKB - 2016 ALL

While you were in the emergency department, did you feel threatened by other patients or visitors? RKB - 2016 ALL

HOSPITAL ENVIRONMENT AND FACILITIES

In your opinion, how clean was the emergency department? RKB - 2016 ALL



36.

# % # %

I was admitted to hospital 82 31% 3071 30%

I was transferred to a nursing home 1 0% 38 0%

I went home 178 67% 6757 66%

I went to stay with a friend or relative 3 1% 196 2%

I went to stay somewhere else 2 1% 178 2%

Missing 8 551

37.

# % # %

Yes 60 33% 2184 31%

No 123 67% 4962 69%

Missing 91 3645

38.

# % # %

* Yes, completely 52 90% 1885 89%


* No 3 5% 46 2%

I did not need an explanation 1 2% 61 3%

Missing 215 8603

39.

# % # %

* Yes, completely 18 38% 793 46%


* No 17 36% 640 37%

I did not need this type of information 13 22% 455 21%

Missing 214 8600

Did a member of staff tell you about medication side effects to watch for? RKB - 2016 ALL

Did a member of staff explain the purpose of the medications you were to take at home in a way you could understand? RKB - 2016 ALL

Before you left the emergency department, were any new medications prescribed for you? RKB - 2016 ALL

LEAVING THE EMERGENCY DEPARTMENT

What happened at the end of your visit to the emergency department? RKB - 2016 ALL



40.

# % # %

* Yes, definitely 38 39% 1824 46%


* No 39 40% 1372 34%


Missing 92 3698

41.

# % # %

* Yes, completely 30 39% 1228 44%


* No 28 37% 1085 39%

It was not necessary 95 53% 4127 58%


Missing 96 3693

42.

# % # %

* Yes, completely 54 47% 2169 50%


* No 37 32% 1215 28%


Missing 93 3690

Did a member of staff tell you about what danger signals regarding your illness or treatment to watch for after you went

home?

RKB - 2016 ALL

Did hospital staff take your family or home situation into account when you were leaving the emergency department? RKB - 2016 ALL

LEAVING THE EMERGENCY DEPARTMENT (continued)

Did a member of staff tell you when you could resume your usual activities, such as when to go back to work or drive a

car?

RKB - 2016 ALL



43.

# % # %

* Yes 113 73% 4764 75%

* No 42 27% 1588 25%


Missing 99 3744

LEAVING THE EMERGENCY DEPARTMENT (continued)

Did hospital staff tell you who to contact if you were worried about your condition or treatment after you left the

emergency department?

RKB - 2016 ALL



44.

# % # %

Yes, all of the time 212 80% 8706 85%

Yes, some of the time 44 17% 1285 12%

No 10 4% 307 3%

Missing 8 493

45.

# % # %

0 - I had a very poor experience 4 2% 111 1%

1 3 1% 89 1%

2 2 1% 100 1%

3 6 2% 172 2%

4 8 3% 188 2%

5 16 6% 456 5%

6 10 4% 447 4%

7 20 8% 952 10%

8 58 23% 2025 20%

9 55 22% 2102 21%

10 - I had a very good experience 71 28% 3287 33%

Ambiguous response 1 0% 37 0%

Missing 20 825

Overall… RKB - 2016 ALL

OVERALL

Overall, did you feel you were treated with respect and dignity while you were in the emergency department? RKB - 2016 ALL



46.

# % # %

The patient (named on the front of the envelope) 222 85% 8793 86%

A friend or relative of the patient 20 8% 677 7%

Both patient and friend / relative together 19 7% 706 7%

The patient with the help of a health professional 1 0% 53 1%

Missing 12 562

47.

# % # %

Male 112 42% 4597 45%

Female 154 58% 5714 55%

Missing 8 480

48.

# % # %

35 and Under 41 16% 1250 12%

36 - 50 41 16% 1425 14%

51 - 65 66 25% 2575 25%

66 and over 114 44% 4931 48%

Missing 12 610

Age: RKB - 2016 ALL

Are you male or female? RKB - 2016 ALL

ABOUT YOU

Who was the main person or people that filled in this questionnaire? RKB - 2016 ALL



49.

# % # %

No religion 41 16% 2092 20%

Buddhist 0 0% 24 0%

Christian (including Church of England, Catholic, Protestant, and other Christian denominations) 192 74% 7429 73%

Hindu 5 2% 53 1%

Jewish 0 0% 25 0%

Muslim 5 2% 188 2%

Sikh 6 2% 38 0%

Other 5 2% 134 1%

I would prefer not to say 7 3% 258 3%

Missing 13 550

50.

# % # %

Heterosexual / straight 225 88% 9220 93%

Gay / lesbian 4 2% 108 1%

Bisexual 3 1% 59 1%

Other 2 1% 70 1%

I would prefer not to say 21 8% 467 5%

Missing 19 867

Which of the following best describes how you think of yourself? RKB - 2016 ALL

What is your religion? RKB - 2016 ALL

ABOUT YOU (continued)



51.

# % # %

Deafness or severe hearing impairment 24 9% 1262 12%

Missing 250 9529

Blindness or partially sighted 11 4% 362 3%

Missing 263 10429

A long-standing physical condition 56 20% 2268 21%

Missing 218 8523

A learning disability 3 1% 197 2%

Missing 271 10594

A mental health condition 14 5% 621 6%

Missing 260 10170

Dementia 5 2% 225 2%

Missing 269 10566

A long-standing illness, such as cancer, HIV, diabetes, chronic heart disease, or epilepsy 48 18% 2207 20%

Missing 226 8584

No, I do not have a long-standing condition 136 50% 4880 45%

Missing 138 5911


Do you have any of the following long-standing conditions? Deafness or severe hearing impairment RKB - 2016 ALL



52.

# % # %

Everyday activities that people your age can usually do 63 23% 2694 25%

Missing 211 8097

At work, in education or training 18 7% 659 6%

Missing 256 10132

Access to buildings, streets or vehicles 29 11% 1213 11%

Missing 245 9578

Reading or writing 20 7% 707 7%

Missing 254 10084

People’s attitudes to you because of your condition 13 5% 682 6%

Missing 261 10109

Communicating, mixing with others or socialising 25 9% 1155 11%

Missing 249 9636

Any other activity 15 5% 776 7%

Missing 259 10015

No difficulty with any of these 31 11% 1425 13%

Missing 243 9366


Does this condition(s) cause you difficulty with any of the following? RKB - 2016 ALL



53.

# % # %

English / Welsh / Scottish / Northern Irish / British 221 85% 9567 91%

Irish 9 3% 110 1%

Gypsy or Irish Traveller 0 0% 7 0%Any other White background 9 3% 279 3%

White and Black Caribbean 0 0% 25 0%

White and Black African 0 0% 18 0%

White and Asian 0 0% 30 0%Any other Mixed / multiple ethnic background 0 0% 15 0%

Indian 9 3% 99 1%

Pakistani 2 1% 83 1%

Bangladeshi 0 0% 21 0%

Chinese 0 0% 20 0%Any other Asian background 2 1% 47 0%

African 6 2% 65 1%

Caribbean 2 1% 65 1%Any other Black / African / Caribbean background 0 0% 10 0%

Arab 0 0% 12 0%

Any other ethnic group 1 0% 12 0%

Missing 13 306

White

Mixed / Multiple Ethnic Groups

Asian / Asian British

Black / African / Caribbean / Black British

Other ethnic group


What is your ethnic group? RKB - 2016 ALL



Emergency Department Survey 2016 Management Report...Emergency Department Survey 2016 University...

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