The British public's satisfaction with the way the NHS runs took a nose dive in 2011 – falling from 70 per cent (its highest ever level) to 58 per cent. This was the largest fall in any year since the British Social Attitudes survey began in 1983. If that wasn't enough, what makes this drop even more notable is that it comes after almost continuous annual improvements in satisfaction since 2001 (2004 was the one exception).
These results are mirrored in satisfaction with different NHS services too. Satisfaction with inpatient, outpatient and accident and emergency services all fell in 2011 – by between 5 and 7 percentage points. Even satisfaction with GPs, traditionally very high, fell in 2011 following a fall in 2010 too.
The one service to buck the trend was dentistry with a 5 percentage point rise in 2011, continuing increases in 2009 and 2010.
But despite the good news for dentistry – probably a reflection of increasingly better access to dentists carrying out NHS work – and while one data point doesn’t make a trend, the overall picture is disappointing.
Interpreting satisfaction polls can be difficult. Should we, for instance, take the drop in satisfaction as an indication of a drop in the performance of the NHS? Probably not. Waiting times and rates of health care acquired infections – two key performance measures for the public – remained broadly unchanged or, in the case of MRSA and C. difficile, continued to fall over the time the survey fieldwork was carried out (June to November 2011). Despite some well-publicised failures, there is no evidence of deterioration in the quality of care according to patient experience surveys.
However there are other factors which could provide an explanation. For example, we know from analysis of past surveys that there is a link between expressions of satisfaction with the NHS, the political party people identify with, and the party in government. The year 2010 saw a change of government and although satisfaction rose overall, a breakdown of the figures shows this was driven entirely by Conservative and Liberal Democrat supporters' attitudes; satisfaction among Labour supporters was virtually unchanged compared to 2009. However, in 2011, not only did Labour supporters’ satisfaction fall dramatically – so too did satisfaction among Conservative and Liberal democrat supporters. This seems to suggest some other factors influencing attitudes towards the NHS, as well as an element of political partisanship.
Newspapers, television and other media are key sources of information for many about the NHS. So what was trending last summer? In England at least, headline news was a very polarised and heated debate about the government’s proposed reforms of the health service. Reports of opposition to the reforms were high profile and, regardless of the merits of arguments on both sides, will have no doubt contributed, at a minimum, to a climate of uncertainty in the public’s minds about the NHS and its future. Government rhetoric about the relatively poor performance of the NHS compared to other countries and the need to cut bureaucracy (used to support their case for reform) will have also contributed to this.
Apart from media headlines and unease about the possible impact of the government’s reforms to one of Britain’s best loved institutions, the other notable policy factor that is likely to have filtered through to the public’s consciousness is the virtual, real-terms freeze in NHS funding and the associated programme to improve productivity. However, the language associated with this is unlikely to have been reassuring to many: If the NHS says it is making savings, many may well hear the word 'cuts', for example.
Put all these factors together and we start to see a picture emerging: public discontent and worry – not necessarily with the way the NHS is performing now, but with its future – which sees its expression in lower levels of satisfaction.
As for the future, the 2012 British Social Attitudes survey will be in the field this summer with headline satisfaction results available early next year.
Given the controversy about the health reforms will still be fresh in people’s minds, as will the industrial action being taken later this month by doctors over pensions, the worry – both for the government and the BMA – must be whether this year’s dip in satisfaction with the NHS and GP services is a one-off or a sign of things to come.
Comments
Amanda
We do not have a UK NHS service. NHS England and NHS Scotland now bear no resemblance to each other. The public in the rest of the UK are often misled by English based stories on the NHS which bear no relevance to what is happenning outside England. I would suggest that you carry out four seperate studies with larger samples which are analysed individually to get a true picture of what is happenning across the UK.
A couple of points
1.The survey is not UK, but britain, ie England, Scotland and Wales
2. The public may, as you say be 'misled' by England-based stories....or they may not. I don't know. But i do suspect there is some media 'leakage' as it were between countries. We note this in our report by the way.
3. The survey is not carried out by the King's Fund, but by NatCen social Research who have been doing it since 1983. Sample size was smaller in 2011 for the satisfaction questions than in previous years which meant percentages based on Welsh and scottish respondenets alone would not be particularly robust, hence we combined them in fig 8. increasing the sample would be great - but it costs quite a lot, so we had to make a decision to go with what we were able to afford i'm afraid!
4. Regarding changes in satisfaction between England and Scotland+Wales, our report also suggests that other factors - eg funding squeeze - may have played a part in drop in satisfaction in the latter two countries (as it might also in England of course)
As a nurse of some 28 years experience, I realise that my expectations are likely to be different to the average member of the public, but I also witnessed several real ommissions and risks that went unnoticed or unaddressed by the nursing teams with other patients on the ward with me.
In addition, the nurses disagreed openly with the surgeon and anaesthetists instructions for post operative mobilising and pain relief and my recovery was hampered as a result.
I was wholly disappointed in the quality of the overall experience; summed up by the for me in the fact that, in all the time I was an inpatient, the only person to address me by name and not a bed number was the anaesthetist who came to see me before I went to theatre. I didnt answer the survey, but I would have been someone who would have been saying that overall, my satisfaction with the NHS was undermined by this experience
Sam Apex
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