NHS England Report Template 2 - Long Length Title

Report on selected questions from the NHS England Accessible Information Surveys:

May 2014

Version number: 1

First published: July 2014

Prepared by:Mark Darley / Sarah Marsay

Contents

1Summary

2Patients, carers and service users survey

2.1Part 1 – Your experiences

2.1.1Question 1

2.1.2Question 2

2.1.3Question 3

2.1.4Question 4

2.1.5Question 5

2.1.6Question 6

2.1.7Question 7

2.1.8Question 8

2.1.9Question 9

2.2Part 2 – Getting the right information and the right communication support

2.2.1Question 10

2.2.2Question 11

2.2.3Question 12

2.2.4Question 13

2.2.5Question 14

2.3Part 3 – Diversity monitoring questions

2.3.1Question 15

2.3.2Question 16

2.3.3Question 17

2.3.4Question 18

2.3.5Question 19

2.3.6Question 20

2.3.7Question 21

2.3.8Question 22

2.3.9Question 23

3Health and social care professionals and organisations survey

3.1.1Question 1

3.1.2Question 2

3.1.3Question 3

3.1.4Question 4

3.1.5Question 5

3.1.6Question 6

3.1.7Question 7

3.1.8Question 8

3.1.9Question 9

3.1.10Question 10

3.1.11Question 11

3.1.12Question 12

3.1.13Question 13

3.1.14Question 14

3.1.15Question 15

3.1.16Question 16

3.1.17Question 17

3.1.18Question 18

3.1.19Question 19

3.1.20Question 20

4Support and supplier organisations survey

4.1.1Question 1

4.1.2Question 2

4.1.3Question 3

4.1.4Question 4

4.1.5Question 5

4.1.6Question 6

5Appendices

Appendix 1 – Patients, carers and service users survey, Q8.

Appendix 2 – Patients, carers and service users survey, Q9.

Appendix 3 – Patients, carers and service users survey, Q10.

Appendix 4 – Patients, carers and service users survey, Q11.

Appendix 5 – Patients, carers and service users survey, Q12.

Appendix 6 – Patients, carers and service users survey, Q13.

Appendix 7 – Patients, carers and service users survey, Q14.

Appendix 8 – Health and social care professionals and organisations survey, Q2.

Appendix 9 – Health and social care professionals and organisations survey, Q5.

Appendix 10 – Health and social care professionals and organisations survey, Q6.

Appendix 11 – Health and social care professionals and organisations survey, Q7.

Appendix 12 – Health and social care professionals and organisations survey, Q10.

Appendix 13 – Health and social care professionals and organisations survey, Q12.

Appendix 14 – Health and social care professionals and organisations survey, Q14.

Appendix 15 – Health and social care professionals and organisations survey, Q15.

Appendix 16 – Health and social care professionals and organisations survey, Q17.

Appendix 17 – Health and social care professionals and organisations survey, Q18.

Appendix 18 – Support and supplier organisations and patient groups survey, Q6.

TABLE OF FIGURES

Figure 1: Do you find it difficult or do you need support to see, to hear, to speak, to read or to understand what is being said? For example, if you are deaf, blind, have some hearing or visual loss or have a learning disability

Figure 2: Do you usually get the communication support you need when you use NHS services? For example, if you need a British Sign Language interpreter or communication support at your appointment

Figure 3: Do you usually get information in a format you can understand when you use NHS services? For example, information in Easy Read, Braille or audio

Figure 4: Do you think there is any information you are missing out on when you use NHS services?

Figure 5: Do you usually get the communication support you need when you use social care services? For example, if you need a British Sign Language interpreter or a communication support worker at your appointment

Figure 6: Do you usually get information in a format you can understand when you use social care services? For example, information in Easy Read, Braille or audio

Figure 7: Do you think there is any information you are missing out on when you use social care services?

Figure 8: We think that your doctor, care worker or a receptionist at a hospital should ask everyone if they need any support. We want to write a question for them to ask, so that everyone is asked the same. What do you think about the following question: “Do you find it difficult or do you need support to see, to hear, to speak, to read or understand what is being said?”

Figure 9: How do you think we should ask people about their information and communication support needs?

Figure 10: What should organisations do to make sure that you can get communication support and information in the right format quickly?

Figure 11: What was your age at your last birthday?

Figure 12: 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? This includes any issues or problems related to old age.

Figure 13: If you answered “yes” to question 16, please indicate why?

Figure 14: What is your ethnic group?

Figure 15: What is your sex?

Figure 16: Have you gone through any part of a process, or do you intend to (including thoughts or actions) to change from the physical sexual appearance you had at birth to the gender you now identify with? This could include changing your name, your appearance and the way you dress, taking hormones or having gender confirming surgery

Figure 17: What is your religion?

Figure 18: Which of the following best describes your sexual orientation?

Figure 19: Do you look after, or give any help or support to family members, friends, neighbours or others because of either long-term physical or mental ill-health / disability, or problems related to old age?

Figure 20: Do you / your organisation currently record information about your patients,’ service users’ or customers’ information or communication support needs?

Figure 21: Where do you / your organisation currently record patients’, service users’ or customers’ information or communication support needs?

Figure 22: How do you / your organisation currently find out about patients’, service users’ or customers’ information or communication support needs? For example, do you have a standard question which is asked?

Figure 23: Do you / your organisation currently record information about carers’ information or communication needs?

Figure 24: Where do you / your organisation currently record carers’ information or communication support needs?

Figure 25: What is the main reason for not recording patients’, service users’ or customers’ information or communication support needs?

Figure 26: If your patients, service users or customers need information in an alternative format or communication support, what do you currently do about this?

Figure 27: Have you experienced / do you experience any difficulties in recording or responding to patients,’ service users’ or customers’ information or communication support needs?

Figure 28: What difficulties do you experience in recording and / or responding to patients’, service users’ or customers’ information or communication support needs?

Figure 29: How long does it usually take you / your organisation to provide information to patients, service users or carers in Audio format?

Figure 30: How long does it usually take you / your organisation to provide information to patients, service users or carers in Braille format?

Figure 31: How long does it usually take you / your organisation to provide information to patients, service users or carers in Easy Read format?

Figure 32: How long does it usually take you / your organisation to provide information to patients, service users or carers in Large Print format?

Figure 33: How long does it usually take you / your organisation to arrange or provide an Advocate for a face-to-face appointment?

Figure 34: How long does it usually take you / your organisation to arrange or provide British Sign Language Interpreter (BSL) for a face-to-face appointment?

Figure 35: How long does it usually take you / your organisation to arrange or provide BSL interpreter online for a face-to-face appointment?

Figure 36: How long does it usually take you / your organisation to arrange or provide a communication support worker for a face-to-face appointment?

Figure 37: How long does it usually take you / your organisation to arrange or provide a Deaf / blind manual interpreter for a face-to-face appointment?

Figure 38: How long does it usually take you / your organisation to arrange or provide a Lip speaker for a face-to-face appointment?

Figure 39: How long does it usually take you / your organisation to arrange or provide a speech to text reporter (e.g. Palantypist) for a face-to-face appointment?

Figure 40: We are looking to develop a standard question which can be used so that patients’, service users’ or customers’ information or communication support needs are recorded consistently. We are currently considering the following question, with a prompt for recording specific details where appropriate, and would welcome your opinion of this. “Do you find it difficult or do you need support to see, to hear, to speak, to read or to understand what is being said?

Figure 41: Are you responding as an individual member of staff, on behalf of a team or on behalf or an organisation?

Figure 42: Which of the following best describes the organisation you work for / are responding on behalf of?

Figure 43: How would you define your organisation or group, or the organisation you work for?

Figure 44: Are you responding as an individual, on behalf of a team or on behalf of an organisation?

Figure 45: Based on your experience, what are the key challenges faced by patients, carers and service users who have information or communication support needs when accessing NHS or social care services?

Figure 46: Based on your experience, what are the key challenges faced by NHS and social care organisations in meeting, or trying to meet, the needs of patients, service users or carers with information or communication support needs?

TABLE OF TABLES

Table 1: Method of collection for each survey

Table 2: Do you find it difficult or do you need support to see, to hear, to speak, to read or to understand what is being said? For example, if you are deaf, blind, have some hearing or visual loss or have a learning disability

Table 3: Do you usually get the communication support you need when you use NHS services? For example, if you need a British Sign Language interpreter or communication support at your appointment

Table 4: Do you usually get information in a format you can understand when you use NHS services? For example, information in Easy Read, Braille or audio

Table 5: Do you think there is any information you are missing out on when you use NHS services?

Table 6: Do you usually get the communication support you need when you use social care services? For example, if you need a British Sign Language interpreter or a communication support worker at your appointment

Table 7: Do you usually get information in a format you can understand when you use social care services? For example, information in Easy Read, Braille or audio

Table 8: Do you think there is any information you are missing out on when you use social care services?

Table 9: We think that your doctor, care worker or a receptionist at a hospital should ask everyone if they need any support. We want to write a question for them to ask, so that everyone is asked the same. What do you think about the following question: “Do you find it difficult or do you need support to see, to hear, to speak, to read or understand what is being said?”

Table 10: How do you think we should ask people about their information and communication support needs?

Table 11: How do you think we should ask people about their information and communication support needs? In another way, please tell us. This is a summary of the main suggestions

Table 12: What should organisations do to make sure that you can get communication support and information in the right format quickly?

Table 13: What was your age at your last birthday?

Table 14: 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? This includes any issues or problems related to old age.

Table 15: If you answered “yes” to question 16, please indicate why?

Table 16: What is your ethnic group?

Table 17: What is your sex?

Table 18: Have you gone through any part of a process, or do you intend to (including thoughts or actions) to change from the physical sexual appearance you had at birth to the gender you identify with now? This could include changing your name, your appearance and the way you dress, taking hormones or having gender confirming surgery

Table 19: What is your religion?

Table 20: Which of the following best describes your sexual orientation?

Table 21: Do you look after, or give any help or support to family members, friends, neighbours or others because of either long-term physical or mental ill-health / disability, or problems related to old age?

Table 22: Do you / your organisation currently record information about your patients,’ service users’ or customers’ information or communication support needs?

Table 23: Where do you / your organisation currently record patients’, service users’ or customers’ information or communication support needs?

Table 24: How do you / your organisation currently find out about patients’, service users’ or customers’ information or communication support needs? For example, do you have a standard question which is asked?

Table 25: Do you / your organisation currently record information about carers’ information or communication needs?

Table 26: Where do you / your organisation currently record carers’ information or communication support needs?

Table 27: What is the main reason for not recording patients’, service users’ or customers’ information or communication support needs?

Table 28: If your patients, service users or customers need information in an alternative format or communication support, what do you currently do about this?

Table 29: Have you experienced / do you experience any difficulties in recording or responding to patients,’ service users’ or customers’ information or communication support needs?

Table 30: What difficulties do you experience in recording and / or responding to patients’, service users’ or customers’ information or communication support needs?

Table 31: How long does it usually take you / your organisation to provide information to patients, service users or carers in the following alternative formats?

Table 32: How long does it usually take for you / your organisation to arrange or provide communication support for a face-to-face appointment?

Table 33: We are looking to develop a standard question which can be used so that patients’, service users’ or customers’ information or communication support needs are recorded consistently. We are currently considering the following question, with a prompt for recording specific details where appropriate, and would welcome your opinion of this. “Do you find it difficult or do you need support to see, to hear, to speak, to read or to understand what is being said?”

Table 34: Are you responding as an individual member of staff, on behalf of a team or on behalf or an organisation?

Table 35: Which of the following best describes the organisation you work for / are responding on behalf of?

Table 36: Which of the following best describes the organisation you work for / are responding on behalf of? Breakdown of answers for a different type of organisation.

Table 37: How would you define your organisation or group, or the organisation you work for?

Table 38: Are you responding as an individual, on behalf of a team or on behalf of an organisation?

Table 39: Based on your experience, what are the key challenges faced by patients, carers and service users who have information or communication support needs when accessing NHS or social care services?

Table 40: Based on your experience, what are the key challenges faced by NHS and social care organisations in meeting, or trying to meet, the needs of patients, service users or carers with information or communication support needs?

Table 41: Do you have any suggestions as to how the experience of patients, carers and service users who have information or communication support needs could be improved, either generally or in particular settings? Please include any examples of good practice you are aware of.

1Summary

This report contains the results of selected questions from the NHS England Accessible Information Surveys, which closed in February 2014, plus ‘free text’ responses.

There were three surveys – one for patients, one for health and care staff, and one for support organisations / patient groups.

In total there were 1,144 surveys completed – 675 people completed the patient survey, 299 completed the health and care staff survey, and 173 completed the support organisations survey. The surveys could be completed and submitted in a variety of different ways; online, posted, or emailed. There was also an “Easy Read” version of the surveys which could be emailed or posted. A breakdown showing the method of collection for all the surveys completed is shown in Table 1.

Table 1: Method of collection for each survey

Method of collection / Patient Survey / Health and care staff survey / Support Organisations survey
Online / 478 / 292 / 164
Posted / 6 / 3 / 3
Posted (Easy Read) / 161 / 0 / 0
Emailed / 29 / 4 / 6
Emailed (Easy Read) / 1 / 0 / 0
Grand Total / 675 / 299 / 173

Source: Accessible Information Survey Consultation, NHS England, 2014

The charts and tables within this report contain the results of all surveys completed, including online, posted, emailed, and those in “Easy Read” format.

Note on ‘free text responses’

Note that appendices contain ‘free text’ responses. In the interest of transparency, the free text responses are published verbatim and do not therefore represent the view of NHS England. Responses are unedited except:

where information identifies, or may identify, an individual or organisation;
references to brand, company, trade or product names;
details of websites / blogs;
text copied from other documents in full;
language or opinion which may cause offence; and
comments which are irrelevant to accessibility in health and social care.

Wherever text has been removed for one or more of these reasons, this is indicated by way of square brackets […] Obvious spelling errors have also been corrected for ease of reading. In the interests of document length, in longer responses, text which has been separated by spaces is listed as part of a paragraph, with appropriate punctuation.

2Patients, carers and service users survey

2.1Part 1 – Your experiences

2.1.1Question 1

Source: Accessible Information Survey Consultation, NHS England, 2014