University College London Hospitals NHS Foundation Trust

Urgent and emergency care survey 2020 – type 1 services

Published 15 September 2021

This survey looked at the experiences of people who attended type 1 or type 3 urgent and emergency care (UEC) services.

The 2020 survey involved 126 trusts with a type 1 accident and emergency (A&E) department. Fifty-nine of these trusts had direct responsibility for running a type 3 department (urgent treatment centre). Two different questionnaires were used and trust results are provided separately.

Type 1 services include A&E departments, and may also be known as casualty or emergency departments.

Type 3 services include urgent treatment centres, and may also be known as minor injury units. The survey only includes services directly run by an acute NHS trust.

These are the results for type 1 services.

We use surveys to find out about the experiences of people who receive care and treatment.

This survey looked at the experiences of 41,206 people who attended a type 1 service in September 2020 and 7,424 people who attended a type 3 service in September 2020 and, for smaller trusts, August also.

Between November 2020 and March 2021, a questionnaire was sent to:

• 1,250 people who had used type 1 services at trusts with no eligible type 3 services, or
• 950 people who had used type 1 services and 420 people who had used eligible type 3 services

Responses were received from 272 people at University College London Hospitals NHS Foundation Trust.

• Arrival

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.3 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. About the same

• Waiting times

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 7.3 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. Better than expected

• Doctors and nurses

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.6 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. About the same

• Care and treatment

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.6 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. About the same

• Tests

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.1 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. Better than expected

• Hospital environment and facilities

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.5 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. About the same

• Leaving A&E

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 7.1 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. About the same

• Respect & dignity

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 9.1 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. About the same

• Experience overall

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.6 / out of 10

  Compared with other trusts Each trust received a rating of Better, About the same or Worse on how it performs for each question, compared with most other trusts. About the same

About these scores

Most questions are grouped under the section in which they appear in the questionnaire.

We asked people to answer questions about different aspects of their care and treatment. Based on their responses, we gave each NHS trust a score out of 10 for each question (the higher the score the better).

Each trust also received a rating of ‘Better’, ‘About the same’ or ‘Worse’.

• Better: the trust is better for that particular question compared to most other trusts that took part in the survey
• About the same: the trust is performing about the same for that particular question as most other trusts that took part in the survey
• Worse: the trust did not perform as well for that particular question compared to most other trusts that took part in the survey

More detailed information on the methodology is available in the technical document on the UEC survey page.

Where a section score is not present (‘Overall score unavailable’) this is due to a question(s) being missing from that section (‘Not applicable’) meaning that no section score can be produced. Questions have been excluded where too few people answered a question). Pleased click on the '+' sign to expand the section and see the results of the questions that were included.

Where the number of answers we received was too low (less than 30 respondents) we cannot report results. This is because the uncertainty around the result is too great.