Patient satisfaction with hospital care

Published

1. Main facts and figures

  • patients who stayed in hospitals in England in July 2019 had an average satisfaction score of 76.0 out of 100

  • White Irish patients were the most satisfied out of all ethnic groups (78.6)

  • patients from the Bangladeshi ethnic group were the least satisfied (69.2)

  • in the 7 years covered by this data, White Irish patients were consistently among the most satisfied

  • patients from the Pakistani and Bangladeshi ethnic groups were consistently among the least satisfied

2. Things you need to know

What the data measures

The data shows how satisfied hospital patients were with their care.

The data is based on people aged 16 and over who stayed in hospital for at least 1 night in England during the snapshot period. For the year ending March 2014 and the year ending March 2015, the snapshot period was from June to August. For the year ending March 2016 onwards, the snapshot period was July. For example, the data for the year ending March 2020 is based on a survey of people who were in hospital in July 2019.

Each ethnic group has an average score out of 100, rounded to 1 decimal place.

Not included in the data

The data does not include:

  • patients receiving maternity or mental health treatment
  • day care patients
  • private patients (non-NHS)

Data is not shown if it is based on fewer than 30 people in any ethnic group. This is to protect people’s confidentiality and because the numbers involved are too small to make reliable generalisations.

The ethnic groups used in the data

Data is shown for the 18 ethnic groups used in the 2011 Census.

Ethnicity was known for 96% of patients in the 2019 snapshot period.

Methodology

Read the detailed methodology document (PDF opens in a new window or tab) for the data.

You can also read the quality statement (PDF opens in a new window or tab) from NHS Digital and the technical document (PDF opens in a new window or tab) from the Care Quality Commission.

Only 5% of respondents in the most recent period were not White (around 3,700 people). You can read more about how group size affects the reliability of data.

The data has been weighted to account for differences in:

  • response rates between NHS trusts
  • patients’ age and gender in different survey years

Read more about how weighting is used to make survey data more representative of the whole group being studied.

3. By ethnicity

Average patient satisfaction score for hospital care, by ethnicity (July 2019 hospital stays)
Ethnicity Average score
All 76.0
Asian
Bangladeshi 69.2
Chinese 76.0
Indian 74.8
Pakistani 72.6
Asian other 77.1
Black
Black African 76.9
Black Caribbean 75.0
Black other 74.1
Mixed
Mixed White/Asian 76.3
Mixed White/Black African 76.4
Mixed White/Black Caribbean 72.9
Mixed other 77.2
White
White British 76.1
White Irish 78.6
White Gypsy/Traveller 73.2
White other 76.5
Other
Arab 77.5
Any other 70.8

Download table data for ‘By ethnicity’ (CSV) Source data for ‘By ethnicity’ (CSV)

Summary of Patient satisfaction with hospital care By ethnicity Summary

The data shows that:

  • the average satisfaction score for hospital patients was 76.0 out of 100

  • the most satisfied patients were from the White Irish (80.4), Arab (77.5), Mixed Other (77.2), and Asian Other (77.1) ethnic groups

  • the least satisfied were from the Bangladeshi (69.2) and Any Other (70.8) ethnic groups

4. By ethnicity over time

Average patient satisfaction score for hospital care, by ethnicity over time
Ethnicity 2013-14 2014-15 2015-16 2016-17 2017-18 2018-19 2019-20
Average score Average score Average score Average score Average score Average score Average score
All 76.9 76.6 77.3 76.7 76.7 76.2 76.0
Asian
Bangladeshi 70.8 72.7 73.2 72.0 70.0 77.8 69.2
Chinese 70.8 78.5 73.7 73.4 78.4 76.6 76.0
Indian 73.9 74.0 75.9 74.8 75.4 74.7 74.8
Pakistani 72.3 72.0 73.5 74.4 73.8 72.0 72.6
Asian other 78.7 77.0 80.0 77.4 79.0 77.1 77.1
Black
Black African 76.5 75.5 77.8 76.3 77.3 78.8 76.9
Black Caribbean 74.6 77.0 76.1 75.0 74.0 75.3 75.0
Black other 72.8 77.1 71.1 78.6 73.5 80.4 74.1
Mixed
Mixed White/Asian 75.5 75.5 75.1 74.3 74.3 74.2 76.3
Mixed White/Black African 68.6 78.1 71.6 78.6 74.2 74.3 76.4
Mixed White/Black Caribbean 75.5 82.1 79.6 74.5 76.4 73.8 72.9
Mixed other 80.7 70.1 79.3 80.6 79.8 76.7 77.2
White
White British 77.1 76.8 77.6 76.9 77.4 76.4 76.1
White Irish 78.9 79.7 80.3 81.1 80.7 79.6 78.6
White Gypsy/Traveller 59.0 withheld because a small sample size makes it unreliable 75.1 81.9 84.6 75.8 73.2
White other 77.8 75.4 77.3 77.8 78.9 76.3 76.5
Other
Arab 71.6 72.5 76.6 77.4 77.6 76.9 77.5
Any other 80.4 70.9 78.4 78.0 82.8 73.0 70.8

Download table data for ‘By ethnicity over time’ (CSV) Source data for ‘By ethnicity over time’ (CSV)

Summary of Patient satisfaction with hospital care By ethnicity over time Summary

The data shows that:

  • patients from the White Irish ethnic group were consistently among the most satisfied with their hospital care

  • with the exception of the year ending March 2019, Bangladeshi patients were also among the least satisfied

5. Data sources

Source

Type of data

Survey data

Type of statistic

National Statistics

Publisher

NHS Digital

Publication frequency

Yearly

Purpose of data source

The Care Quality Commission adult inpatient survey helps healthcare providers understand what a stay in hospital is like for patients. It can be used to encourage improvements both nationally and locally, and to measure and compare the performance of individual NHS trusts.

Secondary source

Type of data

Survey data

Type of statistic

National Statistics

Publisher

Care Quality Commission

Publication frequency

Yearly

Purpose of data source

The statistical release provides more information about the Adult Inpatient Survey, including the results for all questions and contextual policy information.

6. Download the data

Patient satisfaction with hospital care - Spreadsheet (csv) 26 KB

This file contains the following: ethnicity, year, period of coverage, value. There is no unweighted sample size data.