Why is this research important?

The survey has two main purposes:

Helping local NHS Trusts improve the quality of care provided

Each Trust has to survey up to 1000 service users each year, and the results of the survey highlight where the Trust is performing well and any areas for improvement.

Measuring the performance of the NHS

The Care Quality Commission checks that healthcare services meet the required standards. They publish an annual health check for every NHS Trust to assess whether they are getting the basics right and making and sustaining progress. An important part of the annual health check is the annual survey that every NHS Trust has to carry out.

What does the survey cover?

There are certain key topics that are asked in the survey every year. These include communication with health professionals, medications, counselling, care co-ordinators, care plans, care reviews, support in the community and crisis care.

Why have I been chosen to take part?

Every NHS Trust selects, at random, up to 1000 service users who have recently been in contact with the Trust. Children aged under 16 are not included in the survey.

What does participation involve?

To take part in the survey, you just have to complete a questionnaire that is sent to you by post.

As well as the questionnaire, you will receive a letter from the NHS Trust Chief Executive, a Freepost return envelope, and sometimes help and information in a number of languages other than English. All you have to do is complete the questionnaire by ticking the relevant box for each question. At the end of the questionnaire is an area where you can write down any other comments you may have. The questionnaire should take 15-20 minutes to complete. You should send the returned questionnaire back in the Freepost envelope – no stamp is required.

What do I do if I have any questions or queries about the survey?

On the letter that you were sent with the questionnaire, there will be a Freephone Helpline number. If you have any queries about the questionnaire, or would like help in filling out the questionnaire, please call this number.

What do I do if I have any concerns about my health?

If you want to speak with someone about your health or condition, we recommend that you contact your GP (family doctor) or call NHS Direct on 0845 4647.

Is the study compulsory?

No, this survey is voluntary. If you don’t want to take part, you do not have to give a reason.

If you do not send back a completed questionnaire, you may receive one or two reminders by post. If you do not want to receive any reminders, you can call the Freephone Helpline given in the covering letter or post back the blank questionnaire in the Freepost envelope.

However, the success of the surveys depend on the goodwill and co-operation of those asked to take part. The more people who do take part, the more useful the results will be, so we would be very grateful if you were able to fill out a questionnaire.

Is the study confidential?

Yes. Each questionnaire has a unique number so your name and address are not on the questionnaire, and your name and address will never be linked to your responses. Your responses will only be used to provide information about the quality of the services the Trust provides and to help them to improve these services.

Your personal data are held in accordance with the Data Protection Act 1998 and the NHS Confidentiality Code of Practice. If your contact details have been passed by the Trust to an approved survey contractor it is only so that they can send you a questionnaire and process your response. Each survey contractor will process your answers in confidence and keep them separate from your contact details.

NatCen and the Care Quality Commission will produce anonymous statistics from the responses for each NHS Trust taking part in the survey. All name and address information relating to this survey will be destroyed within a maximum of three months of completion of the survey.

How do I find out the results of the survey?