The Scottish Government

CONTENTS

LIST OF TABLES/CHARTS
EXECUTIVE SUMMARY
CHAPTER ONE. INTRODUCTION
CHAPTER TWO. RESEARCH METHODOLOGY AND ANALYSIS
RESEARCH METHODOLOGY
ANALYSIS
CHAPTER THREE. DEMOGRAPHIC PROFILE, GENERAL HEALTH AND LONG-STANDING CONDITIONS
DEMOGRAPHIC INFORMATION
RATING OF GENERAL HEALTH
LONG-STANDING LIMITING CONDITIONS
SUMMARY
CHAPTER FOUR. AWARENESS AND USE OF SERVICES
AWARENESS OF SERVICES
USE OF SERVICES
SUMMARY
CHAPTER FIVE. SATISFACTION WITH SERVICES
SATISFACTION WITH INDIVIDUAL SERVICES
OVERALL SATISFACTION WITH NHS SERVICES USED IN THE LAST 12 MONTHS
ATTITUDES TOWARDS THE NHS IN SCOTLAND IN THE LAST FEW AND NEXT FEW YEARS
SUMMARY
CHAPTER SIX. ACCESS TO SERVICES
OUT-OF HOURS SERVICE
PRIMARY CARE - OWN GP, OTHER GP AND PRACTICE NURSE
OUTPATIENT SERVICES
INPATIENT SERVICES
SUMMARY
CHAPTER SEVEN. CHOICE IN HEALTH SERVICE PROVISION
TELEPHONE CONSULTATION
PRIMARY CARE (OWN GP)
PRIMARY CARE (OTHER GP)
PRIMARY CARE (PRACTICE NURSE)
OUTPATIENTS
INPATIENT ADMISSIONS
SUMMARY
CHAPTER EIGHT. PUBLIC INVOLVEMENT IN THE DESIGN AND DELIVERY OF SERVICES AND THE RESPONSIVENESS OF THE NHS
PERCEPTIONS OF THE LEVEL OF PUBLIC INVOLVEMENT
SUMMARY
CHAPTER NINE. ASPIRATIONS FOR IMPROVEMENT
CONTEXT AND ANALYSIS
IMPROVEMENTS
COMMON THEMES FOR IMPROVEMENTS ACROSS THE NHS
CHAPTER TEN. CONCLUSIONS
REFERENCES
ANNEX 1 - STATISTICAL RELIABILITY
ANNEX 2 - TECHNICAL NOTES
GEOGRAPHICAL LOCATION
DEPRIVATION SCORES
ANNEX 3 - QUESTIONNAIRE MARKED UP WITH TOPLINE FINDINGS

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