Hospital care in later life

A survey by Gransnet and the Parliamentary and Health Service Ombudsman reveals that half of older patients’ families struggle to complain about poor care in hospital.

See the full survey results below.

We'd like you to think about the older family member who has spent time overnight in a hospital within the past 12 months. If you have had more than one relative in hospital, please think about the most recent experience. Please let us know how old that person was.
Age	Total
33	0 %
36	0 %
38	0 %
43	0 %
45	1 %
46	0 %
47	0 %
50	0 %
51	0 %
52	0 %
53	0 %
54	0 %
55	0 %
58	1 %
59	1 %
60	1 %
61	1 %
62	0 %
63	1 %
64	1 %
65	1 %
66	1 %
67	2 %
68	2 %
69	2 %
70	4 %
71	3 %
72	3 %
73	2 %
74	3 %
75	3 %
76	2 %
77	2 %
78	4 %
79	3 %
80	4 %
81	2 %
82	3 %
83	3 %
84	4 %
85	4 %
86	4 %
87	3 %
88	3 %
89	4 %
90	3 %
91	3 %
92	3 %
93	1 %
94	2 %
95	1 %
96	1 %
97	1 %
98	1 %
99	0 %
100	0 %
101	0 %
104	0 %
Average	79

What was their relationship to you? (refers to the older family member who has spent time overnight in a hospital within the past 12 months)
	Total
Other	15 %
Your parent	47 %
Mother-/father-in-law/the parent of your partner	19 %
Your spouse/partner	6 %
Your sibling	2 %
Close friend	6 %
Your cousin/aunt/uncle	5 %
No answer	0 %

Were they in a position to be able to make informed choices about their care and treatment?
	Total
Yes, completely	40 %
Yes, partly	40 %
No, not at all	19 %
No answer	1 %

To what extent do you agree or disagree with the following statements about the care your relative received?
	Total
I felt they were treated with respect and dignity during their time in hospital
Net agree	79 %
Net disagree	19 %
Completely agree	37 %
Tend to agree	42 %
Tend to disagree	14 %
Completely disagree	5 %
I don't know/have no opinion	1 %

I felt they were given enough help with their personal care needs (such as washing, eating and going to the bathroom, etc.)
Net agree	69 %
Net disagree	28 %
Completely agree	28 %
Tend to agree	41 %
Tend to disagree	18 %
Completely disagree	10 %
I don't know/have no opinion	3 %

I felt their pain was adequately controlled
Net agree	77 %
Net disagree	18 %
Completely agree	34 %
Tend to agree	43 %
Tend to disagree	14 %
Completely disagree	3 %
I don't know/have no opinion	5 %

I felt all the hospital staff who dealt with my relative had an adequate understanding of their condition and needs
Net agree	67 %
Net disagree	31 %
Completely agree	28 %
Tend to agree	38 %
Tend to disagree	21 %
Completely disagree	10 %
I don't know/have no opinion	2 %

Thinking about the communication you and your relative had with the hospital staff, to what extent do you agree or disagree with the following statements?
	Total
I felt we were kept informed and updated about changes in their condition
Net agree	57 %
Net disagree	39 %
Completely agree	25 %
Tend to agree	32 %
Tend to disagree	26 %
Completely disagree	13 %
I don't know/have no opinion	4 %

I felt we were given adequate opportunities to discuss their care and treatment
Net agree	55 %
Net disagree	40 %
Completely agree	23 %
Tend to agree	32 %
Tend to disagree	27 %
Completely disagree	13 %
I don't know/have no opinion	5 %

I felt we were adequately involved in decisions about their care and treatment
Net agree	62 %
Net disagree	33 %
Completely agree	25 %
Tend to agree	37 %
Tend to disagree	22 %
Completely disagree	10 %
I don't know/have no opinion	5 %

Were there any occasions during their time in hospital where you were concerned about the care or treatment that your relative received?
	Total
Yes	35 %
No	63 %
No answer	1 %

If you were concerned about the care or treatment your relative received, did you complain?
	Total
Net complained	58 %
Yes, I complained straight away	45 %
Yes, I complained after the event	14 %
No, I did not complain at all	40 %
No answer	2 %

Who did you complain to? Please select all that apply
Answer options	Total
A doctor	33 %
A nurse	74 %
A member of the Patient Advice Liaison Service (PALS)	20 %
Hospital administrative staff	10 %
A local politician	2 %
Somebody else	10 %
No answer	0 %

Thinking about your complaint, to what extent do you agree or disagree with the following statements?
	Total
I felt it was easy to complain and raise my concerns
Net agree	48 %
Net disagree	51 %
Completely agree	17 %
Tend to agree	31 %
Tend to disagree	29 %
Completely disagree	22 %
I don't know/have no opinion	2 %

I felt my complaint was listened to and taken seriously
Net agree	37 %
Net disagree	56 %
Completely agree	11 %
Tend to agree	26 %
Tend to disagree	31 %
Completely disagree	24 %
I don't know/have no opinion	7 %

It was made clear to me how my complaint would be addressed
Net agree	33 %
Net disagree	58 %
Completely agree	10 %
Tend to agree	23 %
Tend to disagree	30 %
Completely disagree	28 %
I don't know/have no opinion	9 %

I felt my complaint made a difference
Net agree	27 %
Net disagree	67 %
Completely agree	9 %
Tend to agree	18 %
Tend to disagree	33 %
Completely disagree	34 %
I don't know/have no opinion	6 %

If you answered no to Q8, which of the following reasons best describes why you didn't complain?
	Total
Other	31 %
I didn't think the issue was serious enough	6 %
I was worried about the impact that complaining would have on the care and treatment of my relative	19 %
I didn't think there was any point/felt that nothing would change	33 %
I didn't know how to complain	6 %
I thought it would be difficult or time consuming	1 %
Didn't want to make a fuss	5 %
No answer	0 %

Which of the following BEST applies to you?
	Total
Full-time paid employment	28 %
Full-time self employed	4 %
Part-time paid employment	21 %
Part-time self employed	6 %
Retired	23 %
Student	1 %
Looking for work	3 %
Carer - children/grandchildren	10 %
Carer - adult	4 %
No answer	1 %

What is your current relationship status?
	Total
Other	0 %
Single - not in a relationship	7 %
In a relationship but not cohabiting	4 %
Cohabiting but not married/in a civil partnership	15 %
Married/in a civil partnership	62 %
Divorced	5 %
Separated	1 %
Widowed	2 %
Prefer not to say/no answer	4 %

Please tell us which of the below best describes your ethnicity
	Total
White British	91 %
White Irish	2 %
Any other white ethnic group	2 %
Any mixed or multiple ethnic groups	1 %
Pakistani or Pakistani British	0 %
Indian or Indian British	0 %
Bangladeshi or Bangladeshi British	0 %
Chinese or Chinese British	0 %
Any other Asian	0 %
Black or Black British	1 %
African	0 %
Caribbean	0 %
Any other African, Black or Caribbean	0 %
Arab or Arab British	0 %
Any other ethnic group	0 %
No answer	1 %

Gransnet.com survey of 602 Gransnet users that ran between 6 February and 14 March 2017. The data is not weighted.

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