Interview schedule

1. Knowledge and experience of the NHS (to explore both the extent of familiarity with the NHS and values and satisfaction expressed in relation to the NHS)

Values
-	When you think about the NHS, what does it mean to you?
-	Do you think having a National Health Service is important? Why?
-	What should the core values of the healthcare system be? Do you think the NHS embodies those values?
-	How should healthcare be paid for? Would you support tax rises to provide more money for the NHS?
-	Do you think patients should make a contribution towards the cost of treatment?
-	Should the state be responsible for providing healthcare or just funding it?
-	How does the public view the NHS?
-	Do you think the NHS has any wider role in our society? Should it? What might that role be?
-	Do you feel any sense of loyalty to the NHS?
-	On the whole, what sort of expectations do people have about the quality of treatment they receive from the NHS? And you? Are they met?
-	Are people treated equally by the NHS? Explain.

Satisfaction
-	Have you or your close family used a hospital service recently? GP?
-	(Using an example) Did you / they feel satisfied with the service? Why?
-	How do you think the service could be improved?
-	Would you be satisfied if you had to use this service again? 
-	On the whole, do you think the NHS is improving / getting worse / the same?
-	Does the NHS represent good value for money?
-	What key changes would improve the NHS as a whole?

2. Understanding of reform (exploring knowledge / perception of and values in relation to reform)

-	What reforms have recent governments introduced to the NHS? How is government trying to change the NHS?
-	What do you understand by ‘modernising’ health services? 
-    What do you understand by market reforms within the NHS?
-	What do you think lies behind these changes? Are they beneficial?
-	Does having the NHS run more like a market change the way you feel about it?
-	How do you feel about being seen as a ‘consumer’ of healthcare? Pros / cons?
-	Have you ever used a private health service such as Bupa? How does it compare? If not, under what circumstances would you consider it?
-	If you knew your local hospital or clinic was run by a private company, how would feel about that? What about a charity?
-	What experience do you have of ‘patient choice’ in the NHS? What happened?
-	How do you feel about the concept of patient choice? 
-	What is your opinion on performance targets for NHS services? Such as waiting list targets? Are they useful?
-	Have you noticed any differences in the way patients are viewed / treated by the NHS? If so, what do you think has initiated this change?
-	Do you think that waiting times for treatment have gone down?

3. Exploring general bases of trust

-	When presented with a choice of hospital / clinic / treatment centre, how do you / would you make decisions about where to get treatment?
-	Do you feel more informed about NHS performance than in the past? (Not just media) 
-	Do / would you trust the information that is provided about the NHS? (Waiting list stats, league tables etc) Have you, or would you use such information to make a decision about where to get treatment?
-	Where do you get your information from?
-	Have you ever used NHS Direct? How do you feel about healthcare phone lines and websites?
-	Do you use any alternatives to NHS treatment for your health needs? Why?
-	Why are more people suing the NHS for compensation today than in the past?
-	Would you feel entitled to sue the NHS if errors were made in treatment? Would you have nay reservations?

4. Exploring affective factors

-	How would you define excellent patient care?
-	Can you describe your feelings before an operation / an operation of a close relative?
-	What would / does put you at ease before an operation? 
-	What makes you feel confident your treatment will be successful?
-	How could patients be put at ease before a significant operation?
-	What steps do you take (if any) to feel confident in a doctor or hospital?
-	What makes a good GP? Why? Has this changed over time or with GPs? Why? Would / Does this influence your willingness to make appointments / disclose health problems? Do GPs differ from other doctors?
-	What do think it is like to work for the NHS? Would you enjoy it? Do you think its staff enjoy working for the NHS? 
-	To what extent do you feel cared for when using the NHS?
-	How respected do you feel when using the service? Do you think patients are respected as a whole by the NHS? What makes you feel that way?
-	What would make you feel more cared for / respected?
-	Do you feel medical staff have patients’ interests at heart? If yes, how do they show this? What are their priorities do you think?
-	How safe do you feel when in NHS care? Why?
-	How much faith do you have in what medical staff tell you? Explain.
-	How honest do you think they are?
-	Do you feel you have a voice when it comes to making decisions about relative’s healthcare? How strongly do you feel listened to by staff? 
-	Would you like a greater say in treatment decisions?
-	Do / would you sit on the board of a hospital or health authority if given the opportunity? Do you sit on a patient support group?
-	Should the public be represented on NHS boards? Why?
-	What steps does the NHS take to consult the public about its performance, new drugs, management etc? Does it do enough?
-	Do you feel connected to the NHS as a public institution?
-	Do you think about whether you trust the NHS? Do you trust the NHS?
-	What factors do you think affect your level of trust in the NHS? Has your level of trust changed over time?
-	Do you think the level of public trust in the NHS has changed?
-	What could be done to enhance the public’s trust in the NHS?