Patient Experience Overall Measure – update to include 2011 Outpatient Survey results

National Statistics Office logoThe United Kingdom Statistics Authority has designated these statistics as National Statistics, in accordance with the Statistics and Registration Service Act 2007 and signifying compliance with the Code of Practice for Official Statistics.

Designation can be broadly interpreted to mean that the statistics:

  • meet identified user needs;
  • are well explained and readily accessible;
  • are produced according to sound methods, and
  • are managed impartially and objectively in the public interest.

Once statistics have been designated as National Statistics it is a statutory requirement that the Code of Practice shall continue to be observed.

The latest National Statistics on the Overall Patient Experience measure, produced by the Department of Health and the Care Quality Commission, were released on 14 February 2012. The full statistical release, including a detailed commentary, is available below.


This publication updates this regular statistical series to include results from the 2011 Adult Outpatient survey, which surveyed outpatients during a one-month period in either April or May 2011 (dates selected by each trust).

The statistics use responses that NHS patients gave in the wide-ranging National Patient Survey Programme to calculate a set of scores to measure patient views on the care they receive. The statistics include scores for five headline ‘domains’ of patient experience, together with an overall measure. The figures are calculated the same way for each update, with the intention of allowing results to be compared over time.

The earliest data relate to 2002. This update adds scores derived from the 2011 survey of adult outpatients, for which a separate summary of results was published by the Care Quality Commission on 14 February 2012.

The next update of these statistics is expected in April 2012, and will include results from the 2011 survey of inpatient services.

Key findings

  • The overall patient experience score in 2011 for Outpatient Services is 79.2 out of 100 (where 80 would suggest that, on average, patients found the service ‘very good’)
  • This score is not directly comparable with earlier years, because one of the survey questions has changed.  If performance on this aspect of care had not changed, the overall score would have gone up from 78.6 in 2009 to 79.1 in 2011.
  • There have been improvements in scores for “safe high quality co-ordinated care” (from 83.2 to 83.6), “building closer relationships” (from 87.3 to 87.7) and “Clean comfortable friendly place to be” (70.9 to 71.3).
  • There was a slight fall in the score for “Better information, more choice” (from 79.1 to 78.6). This fall is a result of reductions in patients feeling that risks and benefits of treatment, and any medications side effects, were explained.

Further information

Further information on these statistics and other documentation required under the Code of Practice for Official Statistics, can be found at:


The Department of Health aims to make its National Statistics accessible, useful and appropriate for the needs of users.  We welcome feedback on our statistics.  Comments can be sent by e-mail to the lead statistician for this publications, Edward Aveyard, or you can download the feedback form from above.

E-mail Edward Aveyard at

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