Chelsea and Westminster Hospital NHS Foundation Trust

Urgent and emergency care survey 2024 - type 1 services

Published 21 November 2024

This survey looked at the experiences of people who attended Type 1 or Type 3 urgent & emergency care (UEC) services. The 2024 survey involved 120 trusts with a Type 1 accident and emergency (A&E) department. Seventy 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 minor injury units. The survey only includes services directly run by an acute NHS trust.

These are the results for Type 1 services.

This survey looked at the experiences of 35,670 people who attended a Type 1 service in February 2024 and 10,325 people who attended a Type 3 service in February 2024 and, for smaller trusts, January also.

Between April 2024 and July 2024, 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 580 people who had used eligible Type 3 services

Responses were received from 188 people at Chelsea and Westminster Hospital 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 Not available

• Waiting

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 5.9 / 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

• Privacy

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.4 / 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 8.2 / 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

• 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 7.7 / 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. Somewhat better than expected

• Tests

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 8.0 / 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

• 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 7.6 / 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

• Support recovery at home

  Patient Response For each question in the survey, people's responses are converted into scores, where the best possible score is 10/10 7.6 / 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. Better than expected

• 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 8.0 / 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 9.3 / 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

• 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 8.2 / 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

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 ‘Much better’, ‘Better’, ‘Somewhat better’, ‘About the same’, ‘Somewhat worse’, ‘Worse’ or ‘Much worse’.

• Much better: the trust is much better for that particular question compared to most other trusts that took part in the survey
• Better: the trust is better for that particular question compared to most other trusts that took part in the survey
• Somewhat better: the trust is somewhat 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
• Somewhat worse: the trust performed somewhat worse for that particular question compared to 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
• Much worse: the trust performed much worse 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 (less than 30 respondents). This is because the uncertainty around the result is too great.