Patient Survey 2013 Results are published · 2016-01-04 · CH&RG Patient Group Survey 2013 ....
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Patient Survey 2013 Results are published
Transcript of Patient Survey 2013 Results are published · 2016-01-04 · CH&RG Patient Group Survey 2013 ....
Patient Survey 2013
Results are published
• 866 patients surveyed over two week period (6%).
• THANK YOU! • 572 from Roman Gate.
• 294 Charles Hicks.
• Patient questionnaire:
o Include flu clinics – possible bias towards the
more vulnerable.
o Include pharmacies (~10% responses).
CH&RG Patient Group Survey 2013
Distribution profile of sample.
7
31
60
53
81
144
139
57
0
20
40
60
80
100
120
140
160
14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+
Roman Gate
Number of surveyed
5
34
21
32 32
54
85
31
0
10
20
30
40
50
60
70
80
90
14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+
Charles Hicks
Number of surveyed
1%
8%
9% 10%
13%
23%
26%
10%
0%
5%
10%
15%
20%
25%
30%
14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+
Age range (60% over 60s)
~60%
% of surveyed
22% 35%
20% using
60% of services
35% using
105% of services
Questions 1 & 2: About access to GPs.
1. How difficult do you usually find it to get to an
appointment to see a GP on the same day?
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
V Difficult Difficult Neutral Easy Very Easy
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
Roman Gate
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
V Difficult Difficult Neutral Easy Very Easy
Charles Hicks
1. How difficult do you usually find it to get to an appointment
to see a GP on the same day?
People are neutral about getting to a same day appointment
Questions 1 & 2: About access to GPs.
2. Are you always able to get an appointment for
the same day when you need it?
-10%
0%
10%
20%
30%
40%
50%
60%
70%
Never Seldom Sometimes Often Always
-10%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Never Seldom Sometimes Often Always
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
Roman Gate Charles Hicks
2. Are you always able to get an appointment for the same day when you need it?
Most people can usually can get same day appointment. 60+ more likely to get same day appointment
Question 4: Booking behaviour.
4. How do you usually make same day
appointments?
4. How do you usually make same day appointments?
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
In person By phone On-line On-line the night before
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
In person By phone On-line On-line the night before
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
80% by phone. In person booking increases slightly with age.
Roman Gate Charles Hicks
Awareness of on-line booking.
3. Are you aware that you can make appointments
on-line?
40%
29% 30%
40% 43%
59% 58%
48%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
27% 24%
32%
40%
51%
57%
48%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
Roman Gate Charles Hicks
3. Are you aware that you can make appointments on-line?
Higher awareness within frequent flyer groups (60+) Higher awareness in 14-60 groups at CH – TV screen advert or staff?
Awareness of on-line booking.
6. Did you know that you can make appointments to
see your GP on-line for the same day or up to 14
days in advance.
19%
15%
11%
16%
27%
32% 30%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
40%
21%
15%
23%
39%
29% 26%
7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
Roman Gate Charles Hicks
6. Did you know that you can make appointments to see your GP on-line for the
same day or up to 14 days in advance.
Better awareness by older patients of use of on-line booking.
Awareness of on-line booking.
5. Have you registered for the on-line appointment
booking and repeat prescription.
7%
15%
23%
29%
18%
12%
19%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
14-19 20-29 30-39 40-49 50-59 60-69 70-79
13%
18%
11%
16%
26%
17%
7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
14-19 20-29 30-39 40-49 50-59 60-69 70-79 Roman Gate Charles Hicks
5. Have you registered for the on-line appointment booking and repeat prescription.
Low take up across the age range.
Awareness of on-line booking.
7. If there were more appointments only bookable
on-line would you be more likely to use the on-
line booking service?
60%
82% 85%
52%
61% 64%
38%
29%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
57%
70%
83%
77%
63% 61%
45%
14%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
Roman Gate Charles Hicks
7. If there were more appointments only bookable on-line would you be more likely
to use the on-line booking service?
Patients under 70 more likely to use on-line booking system if there was an exclusive benefit.
Technology usage.
8. Which Smartphone do you have – if any?
0%
10%
20%
30%
40%
50%
60%
70%
Android iOS Windows 8 Blackberry Other Other Don’t know
No Cellphone
0%
10%
20%
30%
40%
50%
60%
70%
14-19
20-29
30-39
40-49
50-59
60-69
70-79
80+
Roman Gate Charles Hicks
7. If there were more appointments only bookable on-line would you be more likely
to use the on-line booking service?
Affluent area. 80% Smartphone connectivity. 70+ group unconnected.
1. 20% of patients using 60% of services. Growth in 60+ population will place
unsustainable demand within fixed budgets.
2. Despite the complaints by vocal minority, most people can access GPs on the
same day, most of the time – for the moment.
3. 80% book same day appointments by phone, but with increasing age, we
increasingly book in person – current generation.
4. People 40+ more likely to be aware of on-line booking and its benefits, but few
patients in any age group are using it.
5. Slightly greater awareness of on-line booking at CH – TV screen advert or
promotion by staff?
6. Higher than national average use of iOS (affluence measure). 80%+
connectivity.
7. 70+ age group unconnected. Risk of healthcare disadvantage BUT
compensated by increased availability via gatekeepers.
Observations:
Opportunity to make significant cost savings by moving most of the people to
current FREE on-line booking for most of their booking transactions.
