NHS Leicester City Residents Survey · NHS Leicester City Residents Survey Research among Leicester...
Transcript of NHS Leicester City Residents Survey · NHS Leicester City Residents Survey Research among Leicester...
Research conducted on behalf of
NHS Leicester City Residents Survey Research among Leicester City residents 4 December 2008
Research conducted on behalf of:
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Contents
Executive Summary........................................................................ 3
Introduction .....................................................................................7
Background & Context................................................................................7
Methodology ...............................................................................................7
Sample Profile ............................................................................................8
Chapter 1: Satisfaction with health services.............................. 10
Knowledge about & satisfaction with health organisations in Leicester ....14
General satisfaction with NHS services ....................................................16
Areas for improvement .............................................................................19
Satisfaction with specific services.............................................................20
Priorities for improvement.........................................................................26
Service usage: scenarios..........................................................................28
Chapter 2: Communications ........................................................ 32
Information sources about primary care services .....................................32
Most trusted information sources about healthcare ..................................33
Information from Leicester City healthcare organisations .........................34
Chapter 3: Health & wellbeing ..................................................... 38
Threats to health of Leicester residents....................................................38
Physical activity ........................................................................................40
Eating Fruit & vegetables..........................................................................44
Drinking alcohol ........................................................................................47
Smoking....................................................................................................49
Appendix A: Guide to Statistical Reliability ............................... 56
Appendix B: Definition of Social Grades .................................... 58
Appendix C: Topline Report......................................................... 55
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Executive Summary
NHS Leicester City Residents Survey
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Executive Summary This report summarises the findings of research conducted by Ipsos MORI on behalf of
NHS Leicester City between 2 July and 24 September 2008. The research comprises
2,305 face-to-face interviews across the Leicester City region, with interviews
distributed proportionally across the city’s wards to represent the population of each.
The overall objective of the research is to deliver robust and reliable management
intelligence to establish credible baseline measures of public satisfaction and
confidence in services and also prevalence of and attitudes towards various lifestyle
behaviours across the Leicester City region.
Overall perceptions of the local NHS services are positive, with most believing local
NHS services are providing healthcare users with a good service. These results
compare favourably with those of the Department of Health ‘Public perceptions of the
NHS’ Survey, also conducted in 2008, and suggest that satisfaction with services within
the Leicester City region are largely in line with public expectations nationally.
More residents think that services will get better over the next few years compared to
those who feel that they will get worse (30% versus 23% respectively). The majority
(two in five of respondents) think that services will stay the same over the next few
years.
Awareness among respondents of their PCT is high, almost three-quarters of
respondents claim to have heard of their PCT, although just one in five say they know a
great deal or fair amount about it.
Respondents were asked how satisfied they are with 12 of their local NHS services
and GP and Pharmacist services receive the highest levels of satisfaction, followed by
Leicester NHS Hospital outpatient services. Satisfaction is lowest for mental health
services, followed by local NHS dentists and walk-in surgeries services; however some
of these results e.g. mental health services are likely to reflect low usage, rather than
particularly strong dissatisfaction.
The local NHS services that respondents have used “in the last year or so”, and the
frequency in which they have used these services, is also examined in this report.
The most heavily used services (used by 8 in 10 residents in the last years or so) are
NHS GP practices and NHS dentists (used by 2 in 5 respondents). In terms of the least
NHS Leicester City Residents Survey
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used services, only one in twenty respondents have used advisory services (e.g.
sexual health or stop smoking), and 1 in 9 have used ‘walk-in’ surgeries.
Analysis also indicates that there is a positive relationship between service use and
satisfaction: those who have used a service in the last year or so tend to be more
satisfied with that service than those who have not used it. This is a strong pattern that
emerges for all of the services asked about. However, ratings among users of
Leicester’s GP, outpatient and A&E services are a little lower than the national
average, as measured by the DH tracker survey.
Based on responses regarding a need for improvement for particular services, the ease
of registering with an NHS dentist and availability of dentists ‘out of hours’, waiting time
in A&E, GP availability ‘out of hours’ and the cleanliness of hospitals are all priorities for improvement.
In terms of key information sources about NHS services in their local area,
respondents indicate that GPs are the most used source. They are followed by friends
and family, leaflets/posters in GP practices and websites (defined as both NHS and
‘other’ sites). These most used sources are also the most trusted.
Around two-thirds of Leicester residents perceive drugs, drinking and smoking as
major threats to the health of people in their local area. Residents are less
concerned about lack of exercise, wealth or good quality housing. Perceptions about
the severity of these threats vary across the wards and various demographic sub-
groups in Leicester.
Over nine in ten of Leicester residents say they currently participate in one or more
physical activities for at least 30 minutes at a time. The most common activities are
walking, housework and gardening. Just over 8 in 10 of these respondents say they do
this exercise either daily or at least 3 times a week. Those who do not exercise often
say that time, motivation, health constraints and disabilities / injuries are the key
reasons for this. Smoking prevalence is lower in Leicester than the national average
and positively, the majority of those who currently smoke say they would like to stop.
The most common reasons for doing so are worries about the health implications on
themselves and others.
NHS Leicester City Residents Survey
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Since this is the first comprehensive public satisfaction with health services survey
conducted among local residents of Leicester City, these findings serve as an
important benchmark against which future findings can be compared. It is thus vital to
consider the service areas that show lower satisfaction, and highest need for
improvement ratings, in order that they may be developed and improved. These
include:
Dentists;
Attending A&E;
GP out of hours services; and
Waiting times for services in general – including A&E, hospital consultants, non-
emergency operations and GP appointments.
NHS Leicester City Residents Survey
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Introduction
NHS Leicester City Residents Survey
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Introduction
Background & Context
This report presents the findings from a survey conducted by the Ipsos MORI Social
Research Institute on behalf of NHS Leicester City. NB – The questions asked of
residents in this survey often refer to ‘Leicester City PCT’, which became NHS Leicester City on 1st September 2008 (two-thirds of the way into fieldwork for this
survey).
The study set out to assess residents’ usage of and attitudes towards healthcare
services in Leicester. More specifically, this survey examines:
• Satisfaction with healthcare services in Leicester and with NHS services generally;
• Usage of healthcare services in Leicester;
• Usage of and trust in information sources about healthcare in Leicester;
• Health and wellbeing e.g. physical activity, eating well, smoking and drinking; and
• Getting involved in improving local health services in Leicester.
Methodology
Ipsos MORI Social Research Institute carried out 2,305 interviews with residents aged
16+ across Leicester City. Interviews were carried out face-to-face, in home, via
Computer Aided Personal Interviewing (CAPI), between 2nd July and 24th September
2008.
At the analysis stage, data were weighted by ward area, gender, age, ethnicity and
work status to the overall profile of Leicester City using 2001 Census data for ward and
work status and 2006 mid-year estimates for age, gender and ethnicity.
NHS Leicester City Residents Survey
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Report Layout
Following this introduction section, this report is split into three chapters comprising:
usage of and satisfaction with local healthcare services, communications and
information provision, and health and well being.
Presentation and Interpretation of Quantitative Findings
It should be remembered at all times that a sample and not the entire population of
Leicester City residents has taken part in the survey. Consequently, all results are
subject to sampling tolerances, which means that not all differences are significant. A
guide to statistical reliability is appended.
Where percentages do not sum to 100, this may be due to computer rounding, the
exclusion of ‘don’t know/not stated’ response categories, or multiple answers.
Throughout the volume an asterisk (*) denotes any value of less than half of one
percent, but greater than zero.
In this report (and in the separate volume of computer tables), reference is made to
‘net’ figures. This represents the balance of opinion on attitudinal questions, and
provides a particularly useful means of comparing the results for a number of variables.
In the case of a ‘net satisfaction’ figure, this represents the percentage satisfied on a
particular issue or service, less the percentage dissatisfied. For example, if a service
records 40% satisfied and 25% dissatisfied, the ‘net satisfaction’ figure is +15 points.
Publication of the Data
As part of our standard terms and conditions, the publication of the findings of this
research is subject to the advance approval of Ipsos MORI. Such approval would only
be refused on the grounds of inaccuracy or misrepresentation.
Sample Profile
Please see Appendix C in this report for the demographic profile of Leicester residents
interviewed in this survey.
NHS Leicester City Residents Survey
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Chapter 1
Satisfaction with health services
NHS Leicester City Residents Survey
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Chapter 1: Satisfaction with health services General satisfaction with the running of healthcare in Leicester
Around two thirds (67%) of residents are satisfied with “the running of healthcare in
Leicester, nowadays”, while around one in six (17%) is dissatisfied – a net satisfaction
rating of +501.
17%
50%
13%
11%6%
2%
Satisfaction with healthcare in Leicester
Neither/nor
Very satisfiedDon’t know
Fairly dissatisfied
Fairly satisfied
Very dissatisfied
Net Satisfied +50
Q Overall, how satisfied or dissatisfied are you with running of healthcare in Leicester nowadays?
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
The table overleaf shows that these results compare favourably with those of the
Department of Health ‘Public perceptions of the NHS’ Survey (which asked a similar
question of residents in England in March 2007) and found that, at a national level 57%
are satisfied with the running of the NHS nowadays.2 The findings therefore may
1 Net satisfaction scores are derived by subtracting the proportion of residents who say they are ‘Very/ Fairly’ dissatisfied from the proportion who say they are ‘Very/Fairly’ satisfied 2 1,013 interviews conducted among a representative sample of adults, aged 16+, in England. Interviews conducted face-to-face in-home between 3 March – 2 April 2007. Identical question wording.
NHS Leicester City Residents Survey
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suggest that, compared to the national picture, satisfaction with NHS services within
Leicester is above the national average.
NHS Leicester City 2008 DH March 2007
% % Satisfied 67 57 Dissatisfied 17 26 Net satisfied +50 +31 DH: 1,013 interviews conducted among a representative sample of adults, aged 16+, in England. Interviews conducted face-to-face in-home between 3 March – 2 April 2007
Leicester: 2,305 residents, fieldwork conducted 2 July – 24 September 2008
Subgroup differences
This high level of satisfaction is relatively constant across the different subgroups of the
Leicester population. Groups particularly likely to be satisfied are those in the oldest
age group – aged 65+ (79%) - and those living in Thurncourt (77%) and Beaumont
Leys wards (77%).
Residents most likely to be dissatisfied are:
Women (19%);
Those aged 35-54 (21%);
Residents of Abbey ward (26%);
Residents of Braunstone Park & Rowley Fields ward (29%); and
Residents of Fosse ward (29%)
NHS Leicester City Residents Survey
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One in three (30%) Leicester residents believe local health services will get better over
the next few years, and a similar (but lower) proportion – 23% – believe they will get
worse. While views are optimistic on balance, most (40%) believe services will remain
about the same.
28%
40%
19%
4%8%
2%
Optimism about the future
Stay about the same
Get much betterDon’t know
Get worse
Get betterGet much worse
Net Better +7
Q Thinking about health services in Leicester City over the next few years do you think they will . . . .?
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
In comparison to the Department of Health ‘Public perceptions of the NHS’ Survey
(March 2007) residents of Leicester are more optimistic about NHS services than the
national average, with a ‘net better’ rating that is several percentage points higher.
NHS Leicester City 2008 DH March 2007
% % Better 30 21 Worse 23 43 Same 40 29 Don’t know 8 6 Net better (better – worse) +7 -22
DH: 1,013 interviews conducted among a representative sample of adults, aged 16+, in England. Interviews conducted face-to-face in-home between 3 March – 2 April 2007
Leicester: 2,305 residents, fieldwork conducted 2 July – 24 September 2008
NHS Leicester City Residents Survey
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Subgroup differences
The youngest age group (those aged 16-24) are most likely to say health services in
Leicester city will get better over the next few years (36%) as are those who are not
working (32%) and those living in Castle (41%) and Spinney Hills wards (48%).
Groups most likely to say services will get worse are:
Women (25%);
Those aged 35-54 and 55-64 (both 29%);
Those in employment (27%);
Social grades C2 (27%);
White residents (25%); and
Residents of New Parks (37%), Eyres Monsell (35%) and Braunstone Park &
Rowley Fields wards (33%).
Among the 555 people who said services will worsen, a wide variety of reasons were
given as to why they think this will happen. The top ten reasons, given by at least 20
people are shown in the chart below.
Q Why do you think it will get worse?
27%25%
20%14%13%
10%10%9%9%5%
Reasons for pessimism
People from abroad/ foreigners/ asylum seekersLess money
Growing population/ too many peopleToo much money wasted
More bureaucracyAlready getting worse
Staff shortages/ fewer doctors/ nursesLack of organisation/ badly run/ poor management
Longer waiting timesCleanliness/ MRSA
Base: 555 who say Leicester health services will get worse, fieldwork dates: 2 July – 24 September 2008
Top 10 mentions
NHS Leicester City Residents Survey
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Among those who say health services will get worse in Leicester, there are few sub-
group differences of note in their reasons why they think this will be the case. Older
residents and White residents are most concerned about a potential influx of people
from abroad having a negative effect (39% and 31% respectively – compared to the
average of 27%). Asian residents are most likely to be concerned about potential
impacts of longer waiting times (19%), cleanliness (14%) and staff shortages (17%).
Knowledge about & satisfaction with health service organisations in Leicester
For all local health service organisations in Leicester (except University Hospital), over
half of residents say they either know nothing about or have never heard of them. This
lack of awareness varies between the organisations, however, and Leicester City PCT3
fares comparatively well with 45% saying that they know at least a little about it. Older
residents (aged 55-64 & 65+) and those in the higher social grade (AB) are consistently
most likely to say they know at least a fair amount about each of the five healthcare
services listed in the chart below. Looking specifically at knowledge about Leicester
City PCT, we can see that those in social grade AB (27%) and residents in Evington
(29%), Freeman (29%) and Thurncourt wards (29%) are most likely to know at least a
little about the PCT.
8
4
3
2
2
24
15
13
11
8
29
26
24
22
16
23
27
32
30
26
27%
29%
34%
48%
14%
Knowledge about healthcare services in LeicesterQ How much, if at all, you feel you know about each of the
healthcare services I am going to read out.
University Hospital Leicester
Leicester City Primary Care Trust
% Know just a little% Heard of but know nothing about% Know a great deal % Know a fair amount
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
% Never heard of
Nuffield Hospital
Leicester City Community Health Service
Leicestershire Partnership Trust
NHS Leicester City Residents Survey
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Satisfaction with these organisations is high amongst those who say they know at least
a little about them, as shown in the chart overleaf. Over three-quarters (76%) of those
who know at least a little about Leicester City PCT are satisfied with the service that it
provides, and only 6% are dissatisfied. There are no significant sub-group differences
in satisfaction with these services amongst those who are aware of them.
Q How satisfied or dissatisfied you are with the service provided by each of the healthcare organisations I am going read out.
26
12
14
11
21
54
66
62
60
45
11
10
14
18
15
3
2
4
2
2
2
2
2
3
1
3
8
4
6
16
Satisfaction with healthcare services
% Fairly dissatisfied % Very dissatisfied% Neither/nor% Very satisfied % Fairly satisfied% Don't know
Netsatisfied
University Hospital of Leicester
Leicester City Community Health Service
Leicester City Primary Care Trust
Leicestershire Partnership Trust
Nuffield Hospital
Base: All who know at least a fair amount about healthcare organisation mentioned, fieldwork dates: 2 July – 24 September 2008
+75
+74
+70
+66
+63
Base
742
307
425
232
355
3 Renamed to NHS Leicester City on 1st September 2008
NHS Leicester City Residents Survey
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General satisfaction with NHS services
When asked specifically whether the NHS is providing a good service nationally, just
under two-thirds (63%) of Leicester residents agree and just one in five (18%)
disagree. Reiterating a view often found by Ipsos MORI, Leicester residents are more
positive when considering the service provided by their local NHS – almost three-
quarters (71%) agree that their local NHS provides them with a good service, including
one in five (21%) who strongly agree. Just one in seven (14%) disagree. This level of
agreement remains consistent across all demographic subgroups, with the exception of
older residents (aged over 65) who are most likely to agree that their local NHS
provides a good service (86%).
Views on NHS service provision
Don't knowTend to agreeStrongly agree
Tend to disagree Strongly disagreeThe NHS is providing a good service
nationally
15%
48%14%
13%5%
6%
Net Agree +45 Net Agree +57
Neither/nor
My local NHS is providing me with a good service
21%
50%
12%
10%4%
2%
Q And, to what extent, if at all, do you agree or disagree with each of the following statements?
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
The table overleaf shows that these results compare well with those of the Department
of Health ‘Public perceptions of the NHS’ Survey (which asked the same question of
residents in England in March 2007) and found that, at a national level 63% agreed that
their local NHS services are providing healthcare users with a good service.4 The
findings therefore may suggest that, compared to the national picture, satisfaction with
NHS services within Leicester is above the national average.
4 1,013 interviews conducted among a representative sample of adults, aged 16+, in England. Interviews conducted face-to-face in-home between 3 March – 2 April 2007. Identical question wording.
NHS Leicester City Residents Survey
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NHS Leicester City 2008 DH March 2007
% % Agree 71 63 Disagree 14 19 Net agree +57 +44 DH: 1,013 interviews conducted among a representative sample of adults, aged 16+, in England. Interviews conducted face-to-face in-home between 3 March – 2 April 2007
Leicester: 2,305 residents, fieldwork conducted 2 July – 24 September 2008
Our recent report Frontiers of performance in the NHS II5 analyses 2005 Healthcare
Commission patient survey results and finds that the nature of PCTs’ local population
influences patient satisfaction scores. High ethnic fractionalisation6 (diversity), high
deprivation, and being located in the East of England have a negative influence on
patient satisfaction scores. The number of GPs per 100,000 population, residents aged
over 65 and being in the North West, North East or East Midlands all have a positive
influence on patient satisfaction scores.
It is also interesting to look at area performance in the context of levels of deprivation –
in our Frontiers analysis, Ipsos MORI often finds the more deprived a local population
is, the less satisfied with PCT services that population is likely to be. This is shown in
the chart overleaf, and is particularly demonstrated by Evington ward at one end of the
spectrum and Braunstone & Rowley Fields at the other. The chart below also shows
that wards below the ‘line of best fit’ perform below what we would expect, given their
comparatively low levels of deprivation, and the opposite is true for those wards above
this line.
5 http://www.ipsos-mori.com/_assets/reports/frontiers-of-health2.pdf 6 Ethnic fractionalisation of the area is calculated by taking account of the range and proportion of local residents from different ethnic groups. Areas with a high proportion of ethnic minority residents that are predominantly all from the same ethnic group will have a lower fractionalisation score than an area that has a similar proportion of ethnic minorities drawn from a wide range of different groups.
NHS Leicester City Residents Survey
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R2 = 0.10
50
60
70
80
90
7 17 27 37 47
Perception that local NHS services providing a good service by deprivation
Thurncourt
B’stone & Rowley Fields
Indices of Multiple Deprivation (IMD) 2004
% net agree ‘NHS providing good service locally’
Base: 1,732 Hampshire residents, 17th September – 1st October 2007, IMD 2004, ODPM
Beaumont Leys
Knighton
CharnwoodStoney Gate
FosseWestern Park
Abbey
H’stone & HamiltonEvington
Rushey Mead
Westcotes CastleEyres Monsell
New ParksAylestone
Coleman
Latimer
FreemenBelgrave
Leicester
Spinney Hills
Ward IMD Deprivation Score
% Satisfied with local NHS
Spinney Hills 46.45 62 Braunstone Park and Rowley Fields 46.34 61
Charnwood 45.60 77
Castle 44.83 68
Eyres Monsell 41.53 65
New Parks 41.32 72
Freemen 38.57 75
Abbey 37.82 58
Beaumont Leys 37.81 84
Latimer 37.52 75
Belgrave 37.34 75
Coleman 36.41 71
Westcotes 32.26 69
Stoneygate 30.04 80
Thurncourt 28.54 85
Fosse 27.45 65
NHS Leicester City Residents Survey
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Aylestone 22.75 73
Humberstone and Hamilton 21.94 79
Rushey Mead 21.57 77
Western Park 20.59 69
Evington 18.77 79
Knighton 11.26 70
Areas for improvement
When those who disagree that their local NHS provides a good service are asked why,
the most common responses are; long waiting times (37%); access to GPs (30%); low
quality of treatment (21%) and not enough choice in the care they receive (13%).
Q Please give up to three reasons why your local NHS does not provide a good service.
37%30%
21%13%
10%10%11%
7%6%5%
Reasons why local NHS is not providing a good service
Long waiting lists/ timesCan’t see my GP within 48 hours
Low quality of services/ treatment/ careNot enough patient choice about care/ treatment
Not enough doctors/ nurses/ understaffedPoor standards of cleanliness/
superbugs/ MRSAOverworked staff
Bureaucracy/ top heavy managementForeigners/ immigrants
Shortage of bedsBase: 327 who say local NHS does not provide good service, fieldwork dates: 2 July – 24 September 2008
Top 10 mentions
NHS Leicester City Residents Survey
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Satisfaction with specific services
Service usage
GP services are the most widely used NHS service asked about in this survey, used
personally by just over eight in ten residents. Half as many have visited a dentist in the
last year; slightly more than have got advice from a community pharmacist or attended
hospital as an outpatient (39% and 36% respectively).
A quarter have visited A&E (26%) and one in five (20%) has accessed NHS Direct, or
been an inpatient (also 19%). These patterns of usage are roughly in line (albeit a little
higher) than the national average as measured by the DH tracker survey.
NHS Leicester City Residents Survey
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82%
40%
39%
36%
26%
20%
19%
12%
11%
9%
8%
6%
6%
4%
Q Which of these health services, if any, have you personally used in the last year or so?
Usage of health services in Leicester
Visited a NHS GP in Leicester
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
Visited a NHS dentist in LeicesterGot advice from a chemist or
community pharmacists
Attended a NHS hospital in Leicester as an outpatient
Attended A&E department in Leicester
NHS DirectBeen an inpatient at a NHS
hospital in Leicester
999
Walk-in surgeries
Preventative services e.g. screening and immunisation
School nurses and Health Visitors
Community nursing services
Advisory services (eg Sexual health, smoking etc)
Mental health services
DH March 2007
67
n/a
n/a
40
25
13
20
n/a
11
n/a
n/a
n/a
n/a
n/a
NHS Leicester City Residents Survey
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Subgroup differences
The table overleaf show how usage differs across gender, age and ethnicity groups.
Results significantly different from the total are marked in bold.
NHS Leicester City Residents Survey
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Health service Total Gender Age Ethnicity
Male Female 16-24 25-34 35-54 55-64 65+ White Black Asian
NHS GP 82 77 87 77 83 83 86 83 82 86 81
NHS Dentist 40 37 43 38 42 47 39 29 39 41 42
Attended an NHS hospital
(outpatient) 36 34 39 30 32 38 42 43 37 37 35
Advice from chemist/ community
pharmacist
39 34 44 35 45 41 41 36 41 32 38
NHS Direct 20 15 24 19 27 23 13 9 21 22 16
Attended A&E department 26 25 27 27 32 27 20 18 27 28 25
Attended an NHS hospital
(inpatient) 19 18 20 15 20 17 24 23 20 17 18
School nurses/ health visitors 8 5 12 12 15 8 2 1 8 19 8
Community nursing 6 5 7 4 6 6 6 9 6 10 6
Mental health 4 3 4 3 3 6 4 * 4 2 2
Walk-in surgeries 11 10 12 12 14 13 8 4 9 14 15
999 12 10 14 13 12 15 10 9 12 15 12
Advisory services 6 5 7 8 8 6 4 2 7 11 4
Preventative services 9 6 13 7 11 11 13 6 9 10 10
NHS Leicester City Residents Survey
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24
All residents were asked to rate some of these services, whether they had used them
or not in the last year or so. As indicated in the chart overleaf, GPs and pharmacists
are rated highest, however, it is also important to note that these are also the most
frequently used services. As we often find, and as can be seen in the chart overleaf,
there is a general trend showing a positive relationship between service use and
satisfaction: those who have used a service in the last year or so tend to be more
satisfied with that service than those who have not used it. Rating among users of
Leicester’s GP, outpatient and A&E services are a little lower than the national
average, as measured by the DH tracker survey.
NHS Leicester City Residents Survey
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25
n/a
n/a
n/a
80
n/a
n/a
83
-3
-3
-3
-3
75
72
52
47
45
40
39
38
31
30
24
12
13
11
1
5
20
6
3
7
% Dissatisfied
Q From your own experience, or from what you have heard or read, using this card, to what extent are you satisfied or dissatisfied with . . . ?
% Satisfied
Advice you received from a chemist or pharmacist
Satisfaction with health services in Leicester
Leicester NHS GPs
Service you received from a Leicester NHS hospital as an
outpatient
999
Service you received from a Leicester NHS hospital as an
inpatient
Leicester Royal Infirmary accident & emergency
NHS Direct
Community nursing services
Advisory services/ clinics
Leicester NHS dentists
Walk-in surgeries
Mental health services
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
%satisfied(users only)
93
80
70
73
79
84
81
84
63
73
48
87
DH Tracker-
March ’07 (users only)
70
n/a
n/a
n/a
80
NHS Leicester City Residents Survey
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26
Priorities for improvement
Residents were also asked to think about the level of improvement needed in their own
local community in a number of key health service areas. The chart below ranks these
in terms of the proportion saying they are in need of “a fair amount” or a “lot of
improvement”. With the exception of ‘Access to healthcare nearer to home’, at least a
fifth of the population feels that some improvement is needed in each of these.
The area where there is the greatest need for improvement in the opinion of residents
is ease of registering with an NHS dentist. Nearly half of residents feel this is in need
of a fair amount or a lot of improvement compared a third (32%) who say who no
improvement, or a little, is needed.
47%39%
38%37%
35%36%
34%32%
26%
22%22%
21%20%20%
15%
23%
Perceived improvements needed
National benchmark*
60-
5955
51
51
-
-
33
-
21
2319
% Improvement needed
Q Based on what you know or have heard about the NHS, can you tell me whether you think the NHS in your own local community is in need of improvement: A lot, A fair amount, A little, None?
Ease of registering local NHS dentist
GP availability outside normal hoursHospital cleanlinessWaiting time to see hospital consultant
Waiting time in A&E
Waiting times for non emergency ops
Mental health care
Quality of care for long term conditions
Time to get a GP appointment
Access to good quality information about living healthier
Quality of nursing care
Quality of medical treatment by GPQuality of medical care in hospital
Dentist availability outside normal hours
Access to healthcare nearer to home
Ease of registering with a GP
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
-
--
*DH Tracker Spring 2006 – 1,009 adults aged 16+, England
Subgroup differences for the top five priorities for improvement:
Ease of registering for a local NHS dentist – groups most likely to rate this service
as in need of a fair amount or a lot of improvement are those aged 25-34 (51%), 35-54
(52%), social grade AB (51%), and residents of Aylestone (55%), Castle (52%),
Evington (62%), and Freemen wards (65%).
NHS Leicester City Residents Survey
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27
Availability of dentist service out of hours – groups most likely to rate this service
as in need of a fair amount or a lot of improvement are women (43%), those aged 35-
54 (46%), and residents of Aylestone (50%) and Fosse wards (53%).
Waiting time in A&E – groups most likely to rate this service as in need of a fair
amount or a lot of improvement are women (41%), those aged 16-24 (46%), Asian
residents (42%) and residents of Belgrave (44%), Charnwood (45%), Eyres Monsell
(60%), Fosse (44%), Rushey Mead (48%), Spinney Hills (49%) and Westcotes wards
(49%).
GP availability outside normal hours – groups most likely to rate this service as in
need of a fair amount or a lot of improvement are those aged 35-54 (41%), Asian
residents (43%), and residents of Rushey Mead (51%) and Spinney Hills wards (50%).
Hospital cleanliness – groups most likely to rate this service as in need of a fair
amount or a lot of improvement are women (40%), those aged 35-54 (39%), those
aged 55-64 (43%), White residents (38%) and residents of Eyres Monsell (59%), Fosse
(55%) and Humberstone & Hamilton wards (45%).
Subgroup analysis in terms of priorities for improvement for the remaining 11 service
areas tested in this survey can be seen in the data tables that accompany this report.
NHS Leicester City Residents Survey
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28
Service usage: scenarios
Residents were presented with a series of six different health scenarios and for each
they were asked what they would do in that situation. As can be seen from the chart
overleaf, going to your GP is a common first port of call in most scenarios, with the
exception of a broken arm, where residents are most likely to go to A&E. The ‘999’
emergency service is rarely used (except when chest pains are experienced) and the
scenario where people are most likely to apply treatment to themselves is when flu
symptoms occur.
Significant subgroup differences in reactions to the different scenarios are few and far
between. One exception is that across the six scenarios (except for the broken arm and
chest pain), younger residents, those from higher social grade AB and White residents
tend to be more likely to give help to people themselves or give treatment to
themselves.
NHS Leicester City Residents Survey
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29
Q Using this card I’d like you to tell me what, if anything, you would do in that situation
Service usage scenarios
Make an appointment with your GP
Give help/ treatment yourself
Go to A&E department
Phone NHS Direct
Go to a walk-in centre
Phone a friend/ family member
Dial 999
GPs out of hours service
Minor injury unit
0 20 40 60 80
Go to chemist/ community pharmacist
% SCENARIO A: Child’s high fever
% SCENARIO C: Persistent cough
% SCENARIO B: Broken arm
% SCENARIO D: Flu symptoms% SCENARIO E: Chest pains% SCENARIO F: Rash
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
NHS Leicester City Residents Survey
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30
NHS Leicester City Residents Survey
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31
Chapter 2
Communications
NHS Leicester City Residents Survey
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32
Chapter 2: Communications
Information sources about primary care services
The findings indicate that GPs, followed by friends and family and leaflets or posters in
GP surgeries/hospitals are the top three most mentioned sources used for information
about primary care services in the local area. Beyond these three, the proportion of
respondents who use other sources falls to relatively low levels (8% and below).
Q. From which two or three sources do you get most of your information about primary care services?Q. Which one source would you most trust to find out about healthcare generally?
56%
23%
9%
8%
6%
5%
5%
5%
4%
48%
15%
5%
5%
2%
2%
3%
5%5%
*%
1%
Information sources used to find out about health services
Directly from GP
From friends/ family
Leaflets from GP surgery
NHS websites unspecified
General conversation
From my pharmacy/ chemist
Personal experience
Local press
Internet unspecified
From people who work in the NHSBase: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
Top 10 mentions
% Use% Most trust
Subgroup differences
Older residents (aged 55-64 and 65+) are most likely to get most of their information
about primary care services from various health organisations and healthcare
professionals, whilst younger residents (aged 16-24 and 25-34) are most likely to resort
to word of mouth, personal experience and the media. Those in higher social grades
are also more likely to say they get most of their information from the media.
NHS Leicester City Residents Survey
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33
Most trusted information sources about healthcare
As has been noted, GPs are the most used source of information for finding out about
local health services – and importantly, they are also the most trusted. Indeed, what
stands out in the chart below is that this group, friends and family which are also highly
used, are by far the most trusted information sources.
Q. From which two or three sources do you get most of your information about primary care services?Q. Which one source would you most trust to find out about healthcare generally?
56%
23%
9%
8%
6%
5%
5%
5%
4%
48%
15%
5%
5%
2%
2%
3%
5%5%
*%
1%
Information sources used to find out about health services
Directly from GP
From friends/ family
Leaflets from GP surgery
NHS websites unspecified
General conversation
From my pharmacy/ chemist
Personal experience
Local press
Internet unspecified
From people who work in the NHSBase: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
Top 10 mentions
% Use% Most trust
Consistent with which sources of information are most used, older residents tend to be
more likely to trust health organisations and professionals than their younger
counterparts, however, young people and those in higher social grade (despite using
these sources more) are no more likely to trust information from the media or by word
of mouth.
NHS Leicester City Residents Survey
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34
Information from Leicester City healthcare organisations
Just under four in ten (38%) say they have received information from their GP within
the last year; however few say they have received anything from the other Leicester
City healthcare organisations, including Leicester City PCT7 from whom just one in ten
say they have received information in the last year.
38
18
9
7
4
4
Information from Leicester City healthcare organisationsQ Have you received any information from the following Leicester
City healthcare organisations in the last 12 months?
Your local GP
University Hospital of Leicester
% Yes
Leicester City Primary Care Trust
Leicester City Community Health Service
Leicestershire Partnership Trust
Nuffield Hospital
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
7 Re-named to NHS Leicester City on 1st September 2008
NHS Leicester City Residents Survey
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35
Looking at satisfaction with these sources of information amongst those who have used
them, we can see that all aspects of the information received are rated highly.
Source of information Aspects of information
Amount Availability Quality Way received
% Satisfied
Local GP (base: 907) 75 76 80 77
University Hospital of Leicester (base: 421) 80 83 83 83
Leicester City Primary Care Trust (base: 233) 85 79 85 85
Leicester City Community Health Service
(base: 167) 83 82 82 85
Leicestershire Partnership Trust (base: 107) 81 84 81 87
Nuffield Hospital (base: 92) 79 83 85 83
NHS Leicester City Residents Survey
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36
NHS Leicester City Residents Survey
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37
Chapter 3
Health & wellbeing
NHS Leicester City Residents Survey
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38
Chapter 3: Health & wellbeing
Threats to health of Leicester residents
Over two-thirds of Leicester residents perceive drugs, drinking and smoking as a ‘big
threat’ to the health of people in their local area (65%, 63% and 62% respectively).
Residents are less concerned about lack of exercise, wealth or good quality housing,
which are seen as a big threat by a third or fewer of residents.
65
63
62
50
39
34
26
21
16
21
23
35
43
46
42
41
12
13
11
12
12
14
25
32
3
6
6
4
7
3
5
7
Threats to health of Leicester residentsQ Can you tell me how big a threat you think the following things
are, if at all, to the health of people in your local area?
Using drugsBinge drinking or drinking
excessive amounts
% Don’t know
% Bigthreat
% Mediumthreat
% Lowthreat
Smoking
Being overweightAn unhealthy or unbalanced
dietNot doing regular exercise
Unemployment or lack of wealth
Poor quality housingBase: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
Sub group differences
The following is a summary of subgroups most likely to see each factor as a ‘big threat’
to the health of people in their local area:
Smoking: those aged 35-54 (65%); those in work (64%); residents of Beaumont
Leys (86%), Belgrave (76%), Evington (78%), Thurncourt (75%) and Weston
Park wards (78%).
Unhealthy diet: those aged 55-64 (47%); social grade AB (45%); residents of
Abbey (53%), Aylestone (49%), Coleman (52%), Knighton (57%), Spinney Hills
(50%) and Westcotes wards (52%).
NHS Leicester City Residents Survey
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39
Not doing regular exercise: men (37%); those in employment (39%), residents
of Abbey (48%), Coleman (47%), Knighton (53%), Spinney Hills (50%) and
Westcotes wards (53%).
Being overweight: those in employment (54%), social grade AB (59%),
residents of Abbey (70%), Belgrave (61%), Coleman (65%), Knighton (79%), and
Westcotes wards (66%).
Binge drinking: residents of Abbey (73%), Beaumont Leys (80%), Belgrave
(79%), Knighton (78%), Westcotes wards (77%).
Using drugs: social grade C2 (71%); residents of Beaumont Leys (88%),
Belgrave (78%), and Knighton wards (88%).
Poor quality housing: Black residents (30%); residents with children (24%),
residents of Charnwood (32%), Coleman wards (36%) and Western Park (30%).
Unemployment/lack of wealth: those aged 35-54 (30%), unemployed residents
(37%), social grade DE (30%), residents of Charnwood (47%), Coleman (45%),
and Spinney Hills wards (40%).
NHS Leicester City Residents Survey
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40
Physical activity
Over nine in ten (91%) of Leicester residents say they currently participate in one or
more physical activity for at least 30 minutes at a time. The most common activities, as
illustrated by the chart below are walking, housework and gardening. Younger
residents and those in higher social grades are consistently more likely to say they
participate across all physical activities. White residents are most likely to do gardening
(35%) and DIY (17%) and Asian residents are more likely to partake in team sports
such as football and cricket both (12%).
NHS Leicester City Residents Survey
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41
76%47%
29%20%
17%16%14%14%12%
9%8%6%5%5%4%3%2%
9%
Q Do you do any of these types (or other similar types) of physical activity nowadays, for at least 30 minutes at a time?
Physical activity
Walking
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
Heavy housework
Gardening
Swimming
Cycling
Exercises, press-ups, sit-ups, etc
DIY or building
Work out at the gym/ exercise bike/ weight training
Running/jogging
Football rugby
Aerobics/ keep fit/ gymnastics/ dance for fitness
Any other type of dancing
Badminton/tennis
Yoga
Cricket
Martial Arts
Squash
None
Almost half of residents who do at least one form of physical exercise say they do so at
least once a day and a further third do so 3-6 times a week. Only a fifth exercise 1-2
times a week or less often. Those aged 35-54 (52%), the unemployed (57%), and
residents of Abbey (65%), Charnwood (73%), Evington (67%) and Thurncourt wards
(60%) are most likely to say they exercise every day.
NHS Leicester City Residents Survey
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42
48%
33%
14%
5%
Frequency of physical activity
3-6 times a week
At least once a day
Don’t know *%Less often
Q And, overall, how often do you undertake physical activity nowadays?
1-2 times a week
Base: 2,081 residents, fieldwork dates: 2 July – 24 September 2008
NHS Leicester City Residents Survey
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43
When those who exercise 1-2 times a week or less were asked why they do not get
more exercise; time, motivation, health constraints and injury / disability are the most
common answers. Encouragingly, lack of facilities or information available are not
common answers.
28%22%
18%15%15%15%
14%8%
7%6%
3%3%
2%1%
Q W hat in your opinion, i f anything, stops you from getting enoughexercise?
Reasons for not getting enough exercise
I don’t have the time
Base:389 who exercise once or less a week, fie ldwork dates: 2 July – 24 Septem ber 2008
I lack motivation
My health is not good enough
I have an injury or disability that stops me
I am not a sporty type
I cannot afford it
I don’t have the tim e because of work comm itm ents/ pressures
There is a lack of facilities locally
I do not enjoy physical activity
Lack of inform ation about what is available
I don’t need to exercise
Safety, e.g. walking and cycling
Local transport m akes it d ifficult to travel to sports facilities
I do not have the confidence to take part in sports activities
NHS Leicester City Residents Survey
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44
Eating Fruit & vegetables
Two-thirds of Leicester residents say they eat fruit or vegetables at least once a day
and only one in ten (10%) say they eat such foods 1-2 times a week or less.
65%
23%
8%
2%
Fruit & veg – how often?
3-6 times a week At least once a day
Don’t know *%Less often
Q How often do you eat fresh fruits, dried fruits, vegetables, salads, tinned fruit and vegetables and/or smoothies?
1-2 times a week
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
Never 1%
NHS Leicester City Residents Survey
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45
Just over a quarter of Leicester residents say they eat the recommended five or more
portions of fruit and vegetables a day; over three-quarters eat three or more portions a
day. Women (31%), those aged 65+ (32%) and those in social grade AB (39%) are
most likely to say they eat the recommended 5 portions per day.
7%
15%
28%
20%
27%
2%
*%
Fruit & veg – how many?
One
Base: 2,283 who eat fruits and vegetables, fieldwork dates: 2 July – 24 September 2008
Q And how many portions of fruit and vegetables do you eat per day, if any?
Two
Three
Four
Five+
None
Don’t know
NHS Leicester City Residents Survey
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46
Comparative data
Eating 5+ fruit and veg a day in Leicester is a little below the national average as
measured by the DH’s Health Survey for England but is higher than the DH’s Model
Based Estimate for the proportion of the Leicester population who do so given the
area’s demographic characteristics. For more information, please see the weblinks
below.
Portions of fruit/veg per day
Leicester City Residents 2008
(NHS Leicester City/ Ipsos MORI)
Health Survey for England 2006
(The Information Centre)8
DH Model-Based Estimate 2007
(Leicester)9
None/ less than one 2% 9% n/a
One 7% 15% n/a
Two 15% 17% n/a
Three 28% 17% n/a
Four 20% 14% n/a
Five + 27% 30% 23%
NB – The DH Synthetic Estimates are not estimated counts of the number of people or
prevalence eating 5-a-day. They are estimates based on a model and represent the
expected prevalence of eating 5-a-day in Leicester, given the demographic and social
characteristics of the local population.
8 Please see www.ic.nhs.uk/statistics-and-data-collections/healthand-lifestyles-related-surveys/health-survey-for-england for more details 9 Please see www.dh.gov.uk/en/Publicationsandstatistics/Statistics/StatisticalWorkAreas/Statisticalworkareaneighbourhood/DH_4116713 for more details
NHS Leicester City Residents Survey
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47
Drinking alcohol
The Leicester population is almost equally split between drinkers and non-drinkers.
Men (60%), those in employment (61%), higher social grades (66%), White residents
(68%) and those without children in their household (57%) are most likely to drink
alcohol.
52%48%
*%
Drinking alcohol
Yes
Don’t know
Q Do you ever drink alcohol nowadays including drinks you brew at home?
No
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
NHS Leicester City Residents Survey
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48
In terms of quantity, just under two-thirds (65%) of Leicester residents say they drink 9
units or less a week, a quarter (27%) drink 10-24 units and less than one in ten (8%)
drink more than 25 units per week. Again, men and the employed tend to drink more.
43%
22%
14%
7%
6%
4%
1%
1%
1%
*%
Drinking alcohol – how much?
Less than five units
Base: 1,226 who drink alcohol, fieldwork dates: 2 July – 24 September 2008
Q Roughly how many units of alcohol do you drink in a week?
5-9 units10-14 units15-19 units20-24 units25-39 units
40-44 units
45-49 unitsOver 50 units
Don’t know
NHS Leicester City Residents Survey
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49
Smoking
A quarter of Leicester residents are current smokers, and these residents are most
likely to be aged 35-54 (28%), unemployed (48%), in social grade DE (32%) and White
(32%).
53%22%
24%
*%
Smoking prevalence
I have never smoked
Don’t know
Q Which of these statements, if any, best describes your experience of smoking?
I used to smoke
I am a current smoker
Base: 2,305 residents, fieldwork dates: 2 July – 24 September 2008
NHS Leicester City Residents Survey
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50
Comparative data
Smoking prevalence in Leicester is a little below the national average as measured by
the DH’s Health Survey for England and also lower than the DH’s Model Based
Estimate for the proportion of current smokers in Leicester given the area’s
demographic characteristics. For more information, please see the weblinks below.
Smoking prevalence
Leicester City Residents 2008
(NHS Leicester City/ Ipsos MORI)
Health Survey for England 2006
(The Information Centre)10
DH Model-Based Estimate 2007 (Leicester)11
Never smoked 53% 46% n/a
Used to smoke 22% 25% n/a
Current smoker 24% 29% 30%
NB – The DH Synthetic Estimates are not estimated counts of the number of people or
prevalence of smoking. They are estimates based on a model and represent the
expected prevalence of smoking in Leicester, given the demographic and social
characteristics of the local population.
10 Please see www.ic.nhs.uk/statistics-and-data-collections/healthand-lifestyles-related-surveys/health-survey-for-england for more details 11 Please see www.dh.gov.uk/en/Publicationsandstatistics/Statistics/StatisticalWorkAreas/Statisticalworkareaneighbourhood/DH_4116713 for more details
NHS Leicester City Residents Survey
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51
Encouragingly, the majority of those who currently smoke say they would like to stop.
The most common reasons for doing so are worries about the health implications on
themselves and others. Older residents (65%) and those without children (45%) are
most likely to say they do not want to stop smoking.
57%41%
3%
Stopping smoking
Yes
Don’t know
Base: 564 who currently smoke Leicester PCT, fieldwork dates:2 July – 24 September 2008
Q Would you like to stop smoking altogether?
No
NHS Leicester City Residents Survey
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52
63%30%
20%17%
10%9%
5%3%2%1%1%
Reasons for wanting to stop smoking
Fear of becoming ill
Base: 311 who want to stop smoking, fieldwork dates: 2 July – 24 September 2008
Q Why do you want to stop smoking?
Having more money to spend on other things
OtherDon’t know
Protect children from smokeWatching a decline in own health
Found out about the health implications of smoking
Anti-social aspectPressure from family and friendsWatching a sick friend or relative
Pregnancy/ birth of a child
NHS Leicester City Residents Survey
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53
Most residents say they are confident of being able to stop smoking on their own, whilst
a quarter say they would like to do so with the help of nicotine patches/gum, and fifth
would use a clinic, GP or hypnosis to help them.
42%
24%
22%
21%
21%
1%
4%
Methods of stopping smoking
On my own
Base: 311 who want to stop smoking, fieldwork dates: 2 July – 24 September 2008
Q How would you like to stop smoking?
Other
Don’t know
Hypnosis
Using nicotine patches/gum
Visiting stop smoking clinic
Talking to GP/practice nurse
NHS Leicester City Residents Survey
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NHS Leicester City Residents Survey
© 2009 Ipsos MORI. Contains Ipsos MORI confidential and proprietary information Not to be disclosed or reproduced without the prior written consent of Ipsos MORI.
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Appendices
NHS Leicester City Residents Survey
© 2009 Ipsos MORI. Contains Ipsos MORI confidential and proprietary information Not to be disclosed or reproduced without the prior written consent of Ipsos MORI.
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Appendix A: Guide to Statistical Reliability It should be remembered at all times that a sample, and not the entire population of
Leicester, has taken part in the survey. In consequence, all results are subject to
sampling tolerances, which means that not all differences are significant.
We cannot be certain that the figures obtained are exactly those we would have if
everybody had been interviewed (the ‘true’ values), however, we can predict the
variation between the sample results and the ‘true’ values. This is based on a
knowledge of the size of the samples on which the results are based and the number of
times that a particular answer is given. The confidence with which we can make this
prediction is usually chosen to be 95% - that is, the chances are 95 in 100 that the
‘true’ value will fall within a specified range. The table below illustrates the predicted
ranges for different sample sizes and percentage results at the ‘95% confidence
interval’:
Approximate sampling tolerances Size of sample on which applicable to percentages survey result is based at or near these levels
10% or 90% 30% or 70% 50% + + + 100 interviews 6 9 10 200 interviews 4 6 7 500 interviews 3 4 4 800 interviews 2 3 4 1,000 interviews 2 3 3 2,305 interviews 1 2 2
For example, with a sample size of 2,305 where 30% give a particular answer, the
chances are 19 in 20 that the ‘true’ value (which would have been obtained if the whole
population had been interviewed) will fall within the range of +3 percentage points from
the sample result.
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When results are compared between separate groups within a sample, different results
may be obtained. The difference may be ‘real’, or it may occur by chance (because not
everyone in the population has been interviewed). To test if the difference is a real one
- i.e. if it is ‘statistically significant’, we again have to know the size of the samples, the
percentage giving a certain answer and the degree of confidence chosen. If we
assume ‘95% confidence interval’, the differences between the results of two separate
groups must be greater than the values given in the table below:
Differences required for significance Size of samples compared at or near these percentage levels 10% or 90% 30% or 70% 50% + + + 100 and 100 7 13 14 100 and 200 7 11 12 200 and 200 7 10 11 250 and 400 5 7 8 100 and 400 6 9 10 200 and 400 5 8 9 500 and 500 4 6 6
All results are tested for statistical significance. Please note that statistical reliability
tests work on the basis of a pure random sample. This survey uses quotas to obtain a
sample that is closely representative to the population, so our survey does not use
a completely random sample. Nonetheless good quality quota sampling has been
found to be as accurate.
NHS Leicester City Residents Survey
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Appendix B: Definition of Social Grades The grades detailed below are the social grade definitions as used by the Institute of Practitioners in Advertising, and are standard on all surveys carried out by Ipsos MORI.
Social Grades
Social Grade Occupation of Chief Income Earner
Percentage of Population
A Upper Middle Grade
Higher managerial, administrative or professional
2.9
B Middle Grade
Intermediate managerial, administrative or professional
18.9
C1 Lower Middle Grade
Supervisor or clerical and junior managerial, administrative or professional
27.0
C2 Skilled Working Grade
Skilled manual workers 22.6
D Working Grade Semi and unskilled manual workers
16.9
E Those at the lowest levels of subsistence
State pensioners, etc, with no other earnings
11.7
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Appendix C: Topline Report NHS LEICESTER CITY RESIDENTS SURVEY 2008
Final Topline Results, 04 December 2008
• Results are based on 2,305 responses
• Data are weighted to ward area, age, sex, working status, and ethnicity
• Fieldwork between 2nd July – 24th September 2008
• Where results do not sum to 100, this may be due to multiple responses, computer rounding or the exclusion of don’t knows/not stated
• Results are based on all respondents unless otherwise stated
• An asterisk (*) represents a value of less than one half or one percent, but not zero
• Base is 2,305 unless otherwise stated
INTERVIEWER CODE MAIN/BOOSTER SAMPLE %
Main 89 Priority Neighbourhood Booster 11
Gender %
Male 49 Female 51
Exact Age %
16-24 23 25-34 19 35-44 18 45-54 14 55-59 4 60-64 5
65+ 17 Refused *
Working Status of Respondent:
%
Working - Full time (30+ hrs) 30 - Part-time (9-29 hrs) 8 Unemployed - seeking work 7
- not seeking work 3 Not working - retired 20
- looking after house/children 14 - disabled 5
Student 13 Other 1
Class %
A 1 B 11
C1 23 C2 20
D 23 E 22
Respondent is: %
Chief Income Earner 63 Not Chief Income Earner 37
QA Which of the groups on this card do
you consider you belong to?
% White 62
- British 58 - Irish 1
- European 3 - Other white background *
Black 5 - Caribbean 2
- African 3 - Somali *
- Other black background * Asian 29
- Indian origin 22 - Pakistani origin 3
- Bangladeshi origin 1 - Other Asian background 3
Mixed 3 - White and Black 1
- White and Black African * - White and Asian 1
- Other Mixed background 1 Chinese *
Other ethnic group 1
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QB How would you describe the composition
of your household? %
Single adult under 65 yrs 10 Single adult over 65 yrs 8
Two adults both under 65 yrs 17 Two adults at least one aged over 65 yrs 10
3+ adults all over 16 yrs 15 1-parent family with children, at least one
under 16 yrs6
1-parent family with children, at least one under 16 yrs and other adults
4
2-parent family with children, at least one under 16 yrs
28
Other * Don’t know 1
QC Are there any children in the
household aged....? %
Aged 0-5 22 Aged 6-9 15
Aged 10-15 18 Aged 16-17 8
No child under 18 57 QD Home Ownership
% Owned outright 28
Buying on mortgage (privately) 28 Buying on a mortgage from 1
Rented from Council 19 Rented from Housing Assoc. 8 Rented from private landlord 15
Other * QE Do you have any long-term illness,
health problem or disability which limits your daily activities or the work you can do?
% Yes 23 No 77
QF Do you provide regular care and
support on a long-term basis to another person who is elderly or ill? By regular care, I mean care and support more than once a week.
% Yes 11 No 89
Don’t know *
QH
Which of the following statements best describes you?
%
Bisexual man 4 Bisexual woman 5
Gay woman * Gay man *
Heterosexual (Straight) man 40 Heterosexual (Straight) woman 46
Other (please specify) - Refused 4
QI Which religion or belief describes
you best? %
Agnostic 3 Atheist 4 Bahai -
Buddhist *Christian 41
Hindu 13Jain *
Jewish - Muslim 13 Pagan *
Sikh 3No Religion 20
Other * Refused 3
QJ I would like to know about your overall
HOUSEHOLD income from all sources in the last 12 months. PROMPT IF NECESSARY: This information is needed to ensure we speak to a variety of different residents in your area and for analysis purposes only.
% Under £5,000 7
£5,000-£9,999 18 £10,000-£19,999 19 £20,000-£29,999 12 £30,000-£49,999 8 £50,000-£69,999 2 £70,000-£99,999 1
£100,000 or more * Nothing *
Don’t know 17 Refused 16
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NHS LEICESTER CITY QUESTIONS
SATISFACTION WITH HEALTH SERVICES
QPCT1. Using this card, please indicate how much, if at all, you feel you know about each of the healthcare services I am going to read out.
Know a
great deal
Know a fair
amount
Know just a little
Heard of but know nothing
about
Never heard
of
Don’t know
% % % % % % Nuffield Hospital 3 13 24 32 29 * Leicester City Community Health
Service 2 11 22 30 34 1
Leicestershire Partnership Trust 2 8 16 26 47 1 University Hospital of Leicester 8 24 29 23 15 1 Leicester City Primary Care Trust 4 15 26 27 27 1
QPCT2. Using this card, please indicate how satisfied or dissatisfied you are with the service
provided by each of the healthcare organisations I am going to read out.
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Don’t know
Base: % % % % % % 355 Nuffield Hospital 21 45 15 2 1 16 307 Leicester City
Community Health Service
12 66 10 2 2 8
232 Leicestershire Partnership Trust
11 60 18 2 3 6
742 University Hospital of Leicester
26 54 11 3 2 3
425 Leicester City Primary Care Trust
14 62 14 4 2 4
QPCT3. Overall, how satisfied or dissatisfied are you with running of healthcare in Leicester nowadays?
% Very satisfied 17 Fairly satisfied 50 Neither satisfied nor dissatisfied 13 Fairly dissatisfied 11 Very dissatisfied 6 Don’t know 2
QPCT4-5. And, to what extent, if at all, do you agree or disagree with each of the following statements?
Strongly agree
Tend to agree
Neither agree nor disagree
Tend to disagree
Strongly disagree
Don’t know
% % % % % % QPCT4. The NHS is providing a good
service nationally15 48 14 13 5 6
QPCT5. My local NHS is providing me with a good service
21 50 12 10 4 2
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QPCT6. Please give up to three reasons why your local NHS does not provide a
good service. Base: 327
%
ACCESS TO TREATMENT/WAITING TIME
Long waiting lists/times 37 Cant see my GP within 48 hours 30 Cant see my dentist within 48 hours 4 CHOICE Not enough patient choice about care/treatment 13 EXTERNAL FACTORS Bird flu - Foreigners/immigrants 6 Flu pandemic - Overstretched/aging population 3 Public health problems smoking, obesity, sexual health,
etc1
Trivial use/abuse 1 MANAGEMENT/ BUREAUCRACY Bureaucracy/top heavy management 7 Political influence/government targets 2 Privatisation * Problems prioritising treatment/patient groups 2 RESOURCES/INVESTMENT Lack of resources/ investment 4 Hospital closures/lack of hospitals/facilities 4 Not enough doctors/nurses/understaffed 10 Poor pay for NHS staff 1 Poor quality staff education/training 5 Overworked staff 11 Shortage of beds 5 Shortage of NHS dentists 4 Staff retention 1 TREATMENT QUALITY/ IMPROVEMENTS Low quality of services/treatment/care 21 Poor quality care of the elderly 4 Poor standards of cleanliness/superbugs/MRSA 10 ACCESS/REGISTRATION PROBLEMS Problems trying to register with a GP 4 Problems trying to register with a dentist 1 Don’t know where to go 1 Accessing healthcare too complicated 2 Poor out-of-hours service 1 Service not flexible enough 3 Other 4 Don’t know 1 No reason 1
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QPCT7. Thinking about health services in Leicester City over the next few years do you think
they will…?
% Get much better 2 Get better 28 Stay about the same 40 Get worse 19 Get much worse 4 Don’t know 8 QPCT8. Why do you think it will get worse?
Base: 555
% Hospital closures / A&E closures/ fewer hospitals 3 Less money 25 Too much money wasted 14 More bureaucracy 13 Growing population / too many people 20 Ageing population / more elderly people 7 People from abroad/ foreigners/ asylum seekers 27 Lack of organisation / badly run / poor management 9 Government policies / initiatives 4 Longer waiting times 9 Cleanliness / MRSA 9 Staff shortages / fewer doctors / nurses 10 Already getting worse 10 Change of Government expected 1 Lack of dentists/NHS dentists 2 Standard of treatment/the way I am treated 6 Less access to services 2 Less privacy & dignity 1 Other 1 Don’t know/ Not stated 6
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QPCT9. I am going to read out a list of things that the NHS does. Using this card, based on what you know or have heard about the NHS, can you tell me whether you think the NHS in your own local community is: just right, in need of a little improvement, in need of a fair amount of improvement or in need of a lot of improvement?
Just right In need of a little
improvement
In need of a fair amount of improvement
In need of a lot of
improvement
Don’t know
% % % % % Quality of medical
treatment by GPs 52 24 12 9 4
Length of time it takes to get an appointment with
a GP
37 28 13 19 4
Hospital waiting lists for non-emergency
operations
12 27 17 17 27
Waiting time before getting an appointment or treatment at hospital
18 32 18 18 15
Time spent waiting in accident and emergency
A&E departments
15 24 17 21 24
Quality of medical care in local hospitals
38 29 14 8 11
Quality of nursing care in local hospitals
38 27 12 8 15
Ease of registering with a local NHS dentist
17 15 14 33 22
Initiatives to help people get or stay healthy, e.g.
quitting smoking or physical activity classes.
30 24 14 10 22
Cleanliness of hospitals and other clinical
facilities
28 29 18 17 8
The availability of GP services outside normal
working hours i.e. evening and weekends
18 24 16 21 22
The quality of care for people with mental
health problems
9 12 13 13 53
The quality of care for people with long term
conditions such as diabetes, heart disease
and stroke
24 23 13 9 31
Ease of registering with a local GP
45 16 10 10 20
The availability of dental services outside normal
hours
11 16 14 25 34
Access to healthcare nearer to me
57 21 10 5 6
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QPCT10. Using this card, which of the health services, if any, have you personally used in
the last year or so?
% A Visited a NHS GP in Leicester 82 B Visited a NHS dentist in Leicester 40 C Attended a NHS hospital in Leicester as
an outpatient36
D Got advice from a chemist or community pharmacist
39
E NHS Direct 20 F Attended accident and emergency A&E
department in Leicester 26
G Been an inpatient at a NHS hospital in Leicester
19
H School Nurses and Health Visitors 8 I Community nursing services 6 J Mental health services 4 K Walk-in surgeries 11 L 999 12 M Advisory services e.g. Sexual health,
smoking etc6
N Preventative services e.g. screening and immunisation
9
Other 1 Don’t know 4
QPCT11. I am now going to ask you about how different parts of the NHS in Leicester are run
nowadays. From your own experience, or from what you have heard or read, using this card, to what extent are you satisfied or dissatisfied with…?
Very satisfied
Fairly satisfied
Neither Fairly dissatisfied
Very dissatisfied
No opinion
% % % % % %
Leicester NHS GPs 36 39 7 7 4 8 Leicester NHS dentists 17 28 11 10 10 23 Service you received from a
Leicester NHS hospital as an outpatient
19 33 13 4 1 30
Advice you received from a chemist or pharmacist
32 40 8 1 * 17
NHS Direct 13 25 15 2 1 44 Leicester Royal Infirmary
accident & emergency17 30 11 8 5 29
Service you received from a Leicester NHS hospital as an
inpatient
15 25 14 4 2 40
Community nursing services 11 20 16 2 1 51
Advisory services/ clinics 8 22 16 2 1 51
Mental health services 3 9 15 4 3 64
Walk-in surgeries 5 19 15 2 1 57
999 20 19 10 2 1 47
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INFORMATION SOURCES QPCT12.
From which two or three sources do you get most of your information about primary care services, such as information on opening hours and the range of services available? By primary care services, I mean services in the community like your GP, pharmacies and walk-in centres.
QPCT13.
And from which one source do you get most of your information? Base: All mentioning more than one at QPCT12 and single mentions from QPCT12 2,305
Q12. Q13. FROM HEALTH ORGANISATIONS/INDIVIDUALS
Department of Health 1 *
Directly from my GP 56 48
From my PCT Primary Care Trust 2 *
From another local health organisation 1 1
Leaflets from GP surgery 9 5
NHS Direct 3 1
From my pharmacy/chemist 5 1
From my dentist * *
From community nurses/ health visitors/ midwives 1 *
From community development workers * *
From a patient group representative/ well-known local spokesperson
* *
BY WORD-OF-MOUTH / EXPERIENCE
From friends / family 23 13
From people who work in the NHS 4 2
General conversation 5 2
Personal experience 4 2
MEDIA
Local press 5 2
Local radio 1 *
Local TV 1 *
National press * -
National radio 1 *
National TV 2 1
Internet unspecified 8 5
NHS Choices website specified 2 1
NHS websites unspecified 6 3
Other websites 2 1
OTHER
Independent sources 1 *
Survey / market research * *
Library 1 *
Other 1 1
None of these 3 3
Don’t know 5 5
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QPCT14. Thinking about the different ways in which you hear or see information about the NHS,
have you heard or read anything recently from any of these sources? Just read out the letter or letters that apply.
%
A Leaflets or posters in GP surgeries or hospitals 44
B Friends or relatives who work in the NHS 18
C Friends or relatives who have used NHS services 24
D Medical professionals who work in the NHS 13
E Information sent directly from a local health organisation
4
F National newspapers 17
G Local newspapers 27
H TV or radio 29
I Leaflets delivered to your door 8
J A Pharmacist/Chemist 17
K NHS Direct 9
L NHS Choices website 5
M Other internet sites 9
O Subscription to a local NHS information service *
None of these 12
Other *
Don’t know 5
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QPCT15. Which one source would you most trust to find out about healthcare generally? % Advertisements from private healthcare
companies1
Department of Health 1 From friends / family 15 From my GP 48 From people who work in the NHS 5 General conversation * Independent sources * Leaflets / newsletters from local health
organisations1
Leaflets from GP surgery 5 Local hospital newspaper * Local pharmacy 2 Local press 2 Local radio 1 Local TV 1 National press * National radio * National TV 2 NHS Direct 3 NHS websites 5 Other patients’ opinions * Other websites 3 Personal experience 1 Books * From work/colleagues * Magazines * Medical journals - Libraries * A patient representative/ well-known local
spokesperson*
Other 1 None of these 1 Don’t know 3 QPCT16. Have you received any information from the following Leicester City healthcare
organisations in the last 12 months?
Yes No Don’t know
% % % Nuffield Hospital 4 95 2 Leicester City Community Health Service 7 90 3 Leicestershire Partnership Trust 4 92 4
University Hospital of Leicester 18 80 3 Your local GP 38 61 1
Leicester City Primary Care Trust 9 87 4
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QPCT17. Thinking about information about healthcare in Leicester, to what extent are you satisfied
or dissatisfied with … ? Is that very or fairly satisfied / dissatisfied?
Very
satisfied Fairly
satisfied Neither
Fairly dissat-isfied
Very dissat-isfied
No opinion
% % % % % %
The amount of information 13 36 18 10 4 19
The availability of the information 13 37 17 10 4 19 The quality of information 14 37 19 7 3 20 The way in which you receive the
information 13 36 18 8 3 20
SCENARIOS QPCT 18-23.
I am now going to read out different scenarios, and using this card I’d like you to tell me what, if anything, you would do in that situation. Q18. SCENARIO A Your nursery-school age child, or one you are caring for, has a high fever one weeknight. Q19. SCENARIO B You think you have broken your arm playing sport in the park one weekend. Q20. SCENARIO C You have a persistent cough that has lasted over two weeks. Q21. SCENARIO D You seem to have the symptoms of flu one weekend. Q22. SCENARIO E You feel shooting pains down your left arm and your chest hurts. Q23. SCENARIO F You develop a rash on your legs that hasn’t gone away 3 days later.
Scenario A/Q18
Scenario B/Q19
Scenario C/Q20
Scenario D/Q21
Scenario E/Q22
Scenario F/Q23
% % % % % % Make an appointment with your
GP17 3 71 26 16 71
Go to the chemist or community pharmacist
5 * 16 23 1 17
Phone NHS Direct 31 2 3 4 8 4 Go to an accident and emergency
A&E department18 81 2 1 28 4
Go to a walk-in centre 4 3 1 1 2 2 Dial 999 10 12 * * 50 1 GPs out of hours service 15 1 1 2 2 1 Minor injury unit 1 2 * * * * Phone a friend/ family member 12 3 1 3 3 2 Give help/treatment yourself 19 1 12 48 2 7 Other
1 * * * * *
Nothing 1 * 2 4 * 1 Don’t know 2 1 1 * 1 1
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HEALTH AND WELLBEING QPCT24. Please can you tell me how big a threat you think the following things are, if at all, to the
health of people in your local area? Is that a big threat, medium threat or low threat?
Big
threat Medium threat
Low threat
Don’t know
% % % %
Smoking 62 23 11 4
An unhealthy or unbalanced diet
39 43 12 6
Not doing regular exercise 34 46 14 5 Being overweight 50 35 12 4 Binge drinking or drinking
excessive amounts63 21 13 3
Using drugs 65 16 12 6 Poor quality housing 21 41 32 6 Unemployment or lack of
wealth26 42 25 7
QPCT25. Do you do any of these types or other similar types of physical activity nowadays, for
at least 30 minutes at a time? Just read out the letters that apply.
% A Walking 76 B Heavy housework such as vacuuming,
window cleaning, cleaning the floor, cleaning the bathroom
47
C Gardening 29 D DIY or building work 14 E Swimming 20 F Work out at the gym/ exercise bike/ weight-
training14
G Cycling 16 H Exercises press-ups, sit ups etc. 17 I Running/ jogging 12 J Aerobics/ keep fit/ gymnastics/ dance for
fitness9
K Football/ rugby 10 L Any other type of dancing 6 M Badminton/ tennis 5 N Squash 2 O Cricket 4 P Martial Arts 3 Q Yoga 5 Other * None/Do not undertake physical activity 8 Don’t know/can’t remember *
QPCT26. And, overall, how often do you undertake physical activity nowadays?
Base: 2,081
%
At least once a day 48
3-6 times a week 33
1-2 times a week 14
Less often 5
Don’t know *
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QPCT27. What in your opinion, if anything, stops you from getting enough exercise? Just read
out the letters that apply. Base: All who exercise 1-2 times a week or less 389
0
% A I have an injury or disability that stops me 15 B My health is not good enough 18 C There is a lack of facilities locally 8 D I do not enjoy physical activity 7 E I am not a sporty type 15 F I cannot afford it 15 G Local transport makes it difficult to travel to sports facilities 2 H I don’t need to exercise 3 I I don’t have the time 28 J I don’t have the time because of work commitments/
pressures14
K I lack motivation 22 L I do not have the confidence to take part in sports activities 1 M Lack of information about what is available 6 N Safety, e.g. walking and cycling 3
Other - Nothing in particular 6 Already get enough exercise 5
Don’t know 3
QPCT28. How often do you eat fresh fruits, dried fruits, vegetables, salads, tinned fruit &
vegetables and/ or smoothies? .
%
At least once a day 65
3-6 times a week 23
1-2 times a week 8
Less often 2
Never 1
Don’t know *
QPCT29. And how many portions of fruit and vegetables do you eat per day, if any? Please take a
look at this card which shows what is meant by a portion. Please note that dried fruit and vegetables, smoothies, juice and pulses also count, but only count as one portion of each per day. Potatoes, yams and cassava do not count because they are classified as starchy foods. Base: all who eat fruit & vegetables 2,283
%
1 7
2 15
3 28
4 20
5+ 27
None 2
Don’t know *
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QPCT30. I am now going to ask you a few questions about what you drink – that is if you drink.
Do you ever drink alcohol nowadays including drinks you brew at home?
% Yes 52 No 48 Don’t know *
QPCT31. Thinking about how much you drink if one unit of alcohol is equivalent to one measure
of spirits, or half a pint of ordinary beer or lager, or one glass of wine, or a small bottle or half a can of alcopop. Roughly how many units of alcohol do you drink in a week? Base: All who drink alcohol 1,226
% Less than five units 43 5-9 units 22 10-14 units 14 15-19 units 7 20-24 units 6 25-39 units 4 40-44 units 1 45-49 units * Over 50 units 1 Don’t know 1
QPCT32. Which of these statements, if any, best describes your experience of smoking?
% I have never smoked 53 I used to smoke 22
I am a current smoker 24 Don’t know *
QPCT33. Would you like to stop smoking altogether? SINGLE CODE
Base: All who currently smoke 564
% Yes 57 No 41 Don’t know 3
QPCT34. Why do you want to stop smoking?
Base: All who want to stop smoking 311
% Fear of becoming ill 63 Having more money to spend on other things 29 Anti-social aspect 9 Protect children from my smoke 19 Pregnancy/Birth of a child 2 Watching a sick friend or relative 3 Watching a decline in own health 18 Found out about the health implications of smoking 10 Pressure from family and friends 6 Other 1 Don’t know 1
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QPCT35. How would you like to stop smoking?
Base: All who want to stop smoking 311
% A On my own 42 B Using nicotine patches/gum 24 C Visiting stop smoking clinic 22 D Talking to GP/practice nurse 21 E Hypnosis 21 Other 1 Don’t know 4
QPCT36. Have you seen or heard about any Leicester health service information campaigns in the
last few months?
% Yes 10 No 60 Don’t know 31
QPCT37. Would you like to get involved in helping to improve local health services by
participating in activities such as....
Yes No Don’t know % % % Postal surveys 22 77 1 Telephone interviews 11 88 1 Focus groups 10 89 1 Special events e.g. health
roadshows11 87 1
QPCT38. Would you like to know more about local health activities in your area?
% Yes 44 No 54 Don’t know 1
QPCT39. How would you like to receive information about local health activities in your area?
Base: All who would like to know more about local health activities 1,004
% By post 85 By email 16 Via surgery 10 Via chemist/pharmacy 7 Other WRITE IN 1 Don’t know/ no opinion *
QPCT40. Would you be willing for Ipsos MORI and/or Leicester City PCT to re-contact you to
take part in further research with the public on local health issues in Leicester?
Yes 42 No 56 Don’t know 2
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