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• Public Perceptions of the NHS
• 2003 patient surveys
• Unpacking the patients’ perspective
• 2004 Patient Surveys

Health

Customer Satisfaction Survey Result Health

Public Service	Customer Satisfaction	Direction of change	Key Drivers	Most Satisfied	Least Satisfied
Health a) GP Patients	84% of recent patients satisfied with service on last visit to GP (DH 2003)		Quality of care Dialogue with GPs Appointments	Older White British Left education at 16	Younger London BME Post 16 education
b) In-patients	77% of recent patients satisfied with service on last visit to In-Patients (DH 2003)		Quality of care Admissions arrangements Explanations	Older Men White British Left education at 16	Younger BME Women Post 16 education London
c) Out-Patients	81% of recent patients satisfied with service on last visit to Out-patients (DH 2003)			Older Men White British	Younger BME Women London
d) A&E	71% of recent patients satisfied with service on last visit (DH 2003)	Possible improvement in 2002, plateauing since then		Older Men White British Left education at 16	Younger BME Women Post 16 education London

• GPs remain the best rated services, followed by in- and out-patient services and then A&E.
• There have been some encouraging shifts recently, e.g. increased satisfaction with choice of time and location of treatment, time spent waiting at hospital and time to get a GP appointment.
• In-patients’ overall rating of the care they receive has increased slightly.
• Patient experience surveys show younger patients and women are least positive. Patients from BME communities, particularly Asian, are also most critical.