Report on selected questions from the NHS England Accessible Information Surveys: May 2014 NHS England INFORMATION READER BOX Directorate Medical Operations Patients and Information Nursing Policy Commissioning Development Finance Human Resources Publications Gateway Reference: 01907 Document Purpose Consultations Report on selected questions from the NHS England Accessible Document Name Information Surveys: May 2014 Author NHS England, Patients & Information Publication Date 21 July 2014 Target Audience CCG Accountable Officers, Care Trust CEs, Foundation Trust CEs , Medical Directors, Directors of Nursing, Directors of Adult SSs, NHS England Regional Directors, Allied Health Professionals, GPs, Communications Leads, CCG PPI Lay Members, patients, carers, the public, voluntary and community sector orgs Additional Circulation Engagement partners List Description NHS England invited views to inform the development of a new accessible information standard from November 2013 to February 2014. A range of individuals, groups and organisations were able to share their experiences and put forward suggestions for improvements with regards to accessible information and communication support. This report contains the results of selected questions from the NHS England Accessible Information Surveys, which closed in February 2014. Cross Reference 0 Superseded Docs 0 (if applicable) Action Required 0 Timing / Deadlines By 00 January 1900 (if applicable) Contact Details for Sarah Marsay further information Public Voice Team (Accessible Information) NHS England 5E01, Quarry House, Quarry Hill, Leeds LS2 7UE 0113 825 1324 www.england.nhs.uk/accessibleinfo Document Status This is a controlled document. Whilst this document may be printed, the electronic version posted on the intranet is the controlled copy. Any printed copies of this document are not controlled. As a controlled document, this document should not be saved onto local or network drives but should always be accessed from the intranet 2 Report on selected questions from the NHS England Accessible Information Surveys: May 2014 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 3 Report on selected questions from the NHS England Accessible Information Surveys: May 2014 Contents Contents ...................................................................................................................... 4 1 Summary ............................................................................................................ 12 2 Patients, carers and service users survey .......................................................... 13 2.1 Part 1 – Your experiences ........................................................................... 13 2.1.1 Question 1 ............................................................................................ 13 2.1.2 Question 2 ............................................................................................ 14 2.1.3 Question 3 ............................................................................................ 15 2.1.4 Question 4 ............................................................................................ 16 2.1.5 Question 5 ............................................................................................ 17 2.1.6 Question 6 ............................................................................................ 19 2.1.7 Question 7 ............................................................................................ 21 2.1.8 Question 8 ............................................................................................ 22 2.1.9 Question 9 ............................................................................................ 22 2.2 Part 2 – Getting the right information and the right communication support 23 2.2.1 Question 10 .......................................................................................... 23 2.2.2 Question 11 .......................................................................................... 25 2.2.3 Question 12 .......................................................................................... 26 2.2.4 Question 13 .......................................................................................... 28 2.2.5 Question 14 .......................................................................................... 28 2.3 Part 3 – Diversity monitoring questions ....................................................... 29 2.3.1 Question 15 .......................................................................................... 29 2.3.2 Question 16 .......................................................................................... 30 2.3.3 Question 17 .......................................................................................... 31 2.3.4 Question 18 .......................................................................................... 33 2.3.5 Question 19 .......................................................................................... 35 2.3.6 Question 20 .......................................................................................... 36 2.3.7 Question 21 .......................................................................................... 37 2.3.8 Question 22 .......................................................................................... 38 2.3.9 Question 23 .......................................................................................... 39 3 Health and social care professionals and organisations survey ......................... 40 3.1.1 Question 1 ............................................................................................ 40 3.1.2 Question 2 ............................................................................................ 41 3.1.3 Question 3 ............................................................................................ 43 3.1.4 Question 4 ............................................................................................ 45 3.1.5 Question 5 ............................................................................................ 46 3.1.6 Question 6 ............................................................................................ 47 3.1.7 Question 7 ............................................................................................ 48 3.1.8 Question 8 ............................................................................................ 50 3.1.9 Question 9 ............................................................................................ 51 3.1.10 Question 10 ....................................................................................... 52 3.1.11 Question 11 ....................................................................................... 53 3.1.12 Question 12 ....................................................................................... 55 3.1.13 Question 13 ....................................................................................... 55 3.1.14 Question 14 ....................................................................................... 60 3.1.15 Question 15 ....................................................................................... 60 4 Report on selected questions from the NHS England Accessible Information Surveys: May 2014 3.1.16 Question 16 ....................................................................................... 61 3.1.17 Question 17 ....................................................................................... 62 3.1.18 Question 18 ....................................................................................... 62 3.1.19 Question 19 ....................................................................................... 62 3.1.20 Question 20 ....................................................................................... 64 4 Support and supplier organisations survey ........................................................ 66 4.1.1 Question 1 ............................................................................................ 66 4.1.2 Question 2 ............................................................................................ 67 4.1.3 Question 3 ............................................................................................ 68 4.1.4 Question 4 ............................................................................................ 70 4.1.5 Question 5 ............................................................................................ 72 4.1.6 Question 6 ............................................................................................ 73 5 Appendices ........................................................................................................ 74 Appendix 1 – Patients, carers and service users survey, Q8. ............................... 74 Appendix 2 – Patients, carers and service users survey, Q9. ............................. 109 Appendix 3 – Patients, carers and service users survey, Q10. ........................... 148 Appendix 4 – Patients, carers and service users survey, Q11. ........................... 179 Appendix 5 – Patients, carers and service users survey, Q12. ........................... 191 Appendix 6 – Patients, carers and service users survey, Q13. ........................... 231 Appendix 7 – Patients, carers and service users survey, Q14. ........................... 257 Appendix