Benefits of using NHS Choices amongst site users wanting to improve their mental health

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Report of the findings of an web survey amongst those coming to the NHS Choices site to find information to help improve their mental health. The report uses the Di Clemente behaviour change model to identify the extent to which the site influences behaviour

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Benefits of using NHS Choices amongst site users wanting to improve their mental health

  1. 1. Customer Insight Public information 1 May 2013 Benefits of NHS Choices for site users wanting to improve their mental health
  2. 2. Customer Insight Public information 2 Contents • Introduction • Sample and methodology • Who is using NHS Choices for mental health? • How is NHS Choices being used for mental health? • What is the impact of NHS Choices on mental health? • How does NHS Choices impact on behaviour? • What other online resources do users use?
  3. 3. Customer Insight Public information 3 Introduction. • According to mentalhealth.org 1 in 4 people will experience some kind of mental health problem in the course of the year. Mixed anxiety and depression is the most common mental disorder in Britain and places a huge strain on the NHS. • NHS Choices contains much content that aims to offer guidance and tackle mental health by offering information on signs and symptoms, treatment, self- management techniques e.g. exercising regularly, eating healthily and utilising support services. • The overarching objective of this research is to help inform whether there has been a decrease in the burden of treating mental health conditions by evaluating the self-reported impact and evidence of behaviour change – in particular – self-management techniques, which in turn will highlight the effectiveness of the mental health content.
  4. 4. Customer Insight Public information 4 Sample and Methodology Type of survey Online pop-up survey on selected pages of the NHSC website Methodology Online survey Fieldwork dates February to May 2013 Sample Total sample completes N=851 Sample distribution General public – self selecting sample of site visiting for themselves Invitation page /conditions/pages/hub.aspx /conditions/depression/pages/symptoms.aspx /conditions/stress-anxiety-depression/Pages/understanding-stress.aspx /conditions/stress-anxiety-depression/Pages/reduce-stress.aspx /conditions/stress-anxiety-depression/Pages/low-mood-stress- anxiety.aspx Sample & Methodology
  5. 5. Customer Insight Public information 5 5 Conclusions 1. 56% of survey participants have used NHS Choices for managing a mental health condition and 44% have used it to manage general mental wellbeing. 2. 67% of NHS users have utilised the depression self assessment tool. 50% have utilised written information on mental health conditions. 6. Data suggests NHS Choices helps facilitate and maintain behavioural change for good mental health. Key takeaways 5. Overall 63% of users reported to be satisfied or very satisfied with NHS Choices for helping improve or manage their mental health/condition. 3. NHS Choices has prompted 59% of users to seek help from a health care professional to improve/manage their mental wellbeing/condition. 20% have reported to have used support groups/phone lines. 4. 25% of users have increased GP/Practice nurse visits and 15% of users have decreased GP/practice nurse visits due to NHS Choices.
  6. 6. Customer Insight Public information 6 Who is using NHS Choices for mental health?
  7. 7. Customer Insight Public information 7 Profile: Predominantly females, diagnosed with a mental health condition, aged between 25-54 and employed. Female 80% Male 20% 3% 14% 15% 25% 16% 17% 8% 2% 1% Under 16 16-19 20-24 25-34 35-44 45-54 55-64 65-74 75+Base: all respondents = 851 Profile of respondents who use NHS Choices to achieve health goals Gender Age 35% 15% 8%8%8% 23% 4% Employment status Yes 70% No 30% Diagnosed with a mental health condition
  8. 8. Customer Insight Public information 8 56% of respondents use NHS Choice to manage a mental health condition and 44% use it to improve/maintain general wellbeing. Manage a mental health condition 56% Improve/ maintain general mental wellbeing 44% Base: all respondents = 851 Have you ever used the NHS Choices to help you achieve any of the following?
  9. 9. Customer Insight Public information 9 How is NHS Choices being used for mental health?
  10. 10. Customer Insight Public information 10 67% 50% 39% 36% 34% 33% 30% 26% 16% 16% 11% 8% Depression self assessment Written information on mental health conditions Written information on treatments Mood self assessment Written information on therapy and counselling Written advice and tips Finding mental health support Wellbeing assessment Written real stories Get active for mental well being Moodzone Video: mental health attitudes 10 Base: All respondents = 851 3.7 4.1 4.0 3.6 3.8 3.9 3.4 3.6 4.1 3.9 3.6 3.8 Approximately two thirds have used the depression self assessment and half have utilised written information on mental health conditions. What have you used on NHS Choices to help you improve/maintain your mental wellbeing or manage a health condition? On a scale of 1 to 5, how useful have the following been in helping you achieve your mental health goals? % of respondents who agree with the statements (Top 2 box)
  11. 11. Customer Insight Public information 11 11 Depression self assessment tool. How useful has the depression self assessment tool been in helping you achieve your mental wellbeing/health goal? 3.7 Qualitative responses n=119 Confirmed suspicions of being depressed 10% Visited the GP/Sought help 9% Helped understand feelings 5% Useful for monitoring/tracking mood 3% Determine extent of depression 2% Q. How useful have the following been in helping you achieve your mental wellbeing/health goal(s)? Why do you say that? It made the symptoms clear, and helped me realise that I was suffering from depression. Helped me to understand myself, felt better realising there was a reason why I was feeling this way, and that there was something I could do about it.
  12. 12. Customer Insight Public information 12 12 Written advice on mental health conditions. How useful has the written advice on mental health conditions been in helping you achieve your mental wellbeing/health goal? 4.1 Qualitative responses n=79 Information Information useful/helpful 14% Aid understanding of symptoms/feelings 20% Clear and trustworthy information 5% Factual information 5% Not enough/in depth information 2% Action Sought help from GP/Nurse 5% Emotional support Realise I am not alone 2% Q. How useful have the following been in helping you achieve your mental wellbeing/health goal(s)? Why do you say that? Helped to know more about symptoms and to realise that I may need to seek help. I trust the NHS as a source of unbiased, appropriate information. I trust the NHS as a source of unbiased, appropriate information.
  13. 13. Customer Insight Public information 13 13 Written advice on treatments. How useful has the written advice on treatments been in helping you achieve your mental wellbeing/health goal? 4.0 Qualitative responses n=62 Treatment options Good information on treatment options 12% Factual information 5% Concise information 3% Not enough information 5% Side effects Good information on side effects 3% Helped decide whether to take treatment 2% Q. How useful have the following been in helping you achieve your mental wellbeing/health goal(s)? Why do you say that? Clear information which is jargon- free and to the point . Helpful to see different options available.
  14. 14. Customer Insight Public information 14 14 Mood self assessment tool. How useful has the Mood self assessment tool been in helping you achieve your mental wellbeing/health goal? 3.6 Qualitative responses n=52 Information Information useful/helpful 13% Helped me understand/realise mood/put feelings into perspective 3% Ease of use Simple tool 5% Difficult assessment Tool does not take into account enough symptoms 4% Q. How useful have the following been in helping you achieve your mental wellbeing/health goal(s)? Why do you say that? It helped me to realise I was low in mood. Never really occurred to me before that I might be suffering from anxiety.
  15. 15. Customer Insight Public information 15 What is the impact of NHS Choices on mental health?
  16. 16. Customer Insight Public information 16 16 Action taken to improve/mental wellbeing/conditions as result of using NHS Choices. Qualitative responses n=832 Sought support Sought help from GP/doctor 23% Taken up CBT course 3% Sought help from support groups 1% Self help techniques/coping strategies More active/exercise more 10% Changed/improved diet 2% Practice relaxation techniques 1% Research Researched treatments 1% No action taken 16% Q. What actions, if any, have you taken to help you improve or manage your mental wellbeing/condition because of using NHS Choices? I make sure I take regular exercise and try to eat well. I went to see my GP and gained access to medication and counselling support. I make sure I take regular exercise and try to eat well.
  17. 17. Customer Insight Public information 17 As a result of NHS Choices three fifths of respondents have sought help from a health care professional to improve/manage their mental wellbeing/condition. One fifth have reported to have used support groups/phone lines. No 41% Yes 59% Base: All respondents = 851 Have you sought help from the GP or other healthcare professionals to help you improve or manage your mental wellbeing condition because of using NHS Choices? No 81% Yes 19% Have you used support groups/phone lines to help you improve or manage your mental wellbeing/condition because of using NHS Choices? Manage mental condition Improve mental well being Yes 65 52 No 35 48
  18. 18. Customer Insight Public information 18 14%17%15% 25%22%23% 40 20 0 20 40 60 80 100 Overall Improve/maintain general wellbeing Manage a mental health condition %ofphysicians Increase Decrease 25% of users have increased GP/Practice nurse visits and 15% of users have decreased GP/practice nurse visits due to NHS Choices. How has NHS Choices affected the number of visits that you make to the GP/Practice nurse about your mental wellbeing/condition? Base: All respondents = 851
  19. 19. Customer Insight Public information 19 19 Impact of NHS Choices and decrease in GP visits. N=125 Able to self manage symptoms/low mood 8% Information required/needed is available on NHS Choices 7% Site provided reassuring information 5% Feel reassured about symptoms/symptom checker 4% Better understanding of condition and symptoms 3% Patients stories are comforting and reassuring 2% NHS Choices facilitated changes e.g. diet 2% It (NHS Choices) reassures me in the same way a visit would. Because the advice is available online that i would otherwise get from a professional. Questions can be answered by looking at the site so no need to contact GP for something simple. Essentially I can take action myself and employ strategies to help lift my mood / manage my 'low' times . Please explain how NHS Choices has decreased the number of visits you make to the GP/Practice nurse about your mental wellbeing/health?
  20. 20. Customer Insight Public information 20 20 31% 43% 36% Manage a mental condition Maintain/improve mental wellbeing Overall Overall 36% of users reported NHS helped them self improve or self manage their mental well being/condition. Q. Overall, on scale of 1-5, to what extent has NHS Choices helped you self improve or self manage your mental well being/condition? Top 2 box (4 and 5 only) Base: All respondents = 851
  21. 21. Customer Insight Public information 21 How does NHS Choices impact on behaviour?
  22. 22. Customer Insight Public information 22 Adaptation of DiClemente model of behaviour change. Information/knowledge Individual is aware of the importance/benefits of managing/improving mental wellbeing/conditions Contemplation Individual thinks about change Ready to change Individual gets into the action stage e.g. visiting GP or eating healthier Make a change Integrating healthy behaviour in the general lifestyle Maintaining a change Maintaining mental health Relapse Previous behaviour Is resumed Results support change Direct experience of benefits
  23. 23. Customer Insight Public information 23 61% 55% 55% 53% I'm more conscious of the warning signs of poor mental wellbeing/health I'm more conscious about the importance of managing mental wellbeing/health I'm more conscious of self help techniques to improve mental wellbeing/health e.g eating healthily & exercising I'm more conscious of the external factors that disturb mental wellbeing/health 23 Data suggests NHS Choices imparts useful information/knowledge on mental health. Knowledge Q. Below is a grid containing statements of possible outcomes you may have had as a result of using the NHS Choices site. On a scale of 1 to 5 to what extent do you agree or disagree with the following statements? Base: All respondents = 851 Top 2 box (4 and 5 only)
  24. 24. Customer Insight Public information 24 57% 53% 42% 24% I'm contemplating working with my GP/healthcare professional to help me improve and manage my mental wellbeing I'm contemplating taking action to improve & manage my mental wellbeing/health I'm contemplating contacting support groups/help lines to improve & manage my mental wellbeing I'm contemplating living a healthier lifestyle (regular exercise & eating healthier) to improve and manage my mental wellbeing 24 Data suggests NHS Choices helps facilitates actions for improving mental health. Contemplation for change Q. Below is a grid containing statements of possible outcomes you may have had as a result of using the NHS Choices site. On a scale of 1 to 5 to what extent do you agree or disagree with the following statements? Base: All respondents = 851 Top 2 box (4 and 5 only) Top 2 box (4 and 5 only)
  25. 25. Customer Insight Public information 25 44% 40% 38% 34% 34% 34% 28% I feel I have more coping strategies to maintain & manage my mental wellbeing I feel I have more support to help me maintain & manage my mental wellbeing Overall I feel better I am enjoying life more I am more active I am eating better I am sleeping better 25 Data suggests NHS Choices empowers users to maintain and manage their mental wellbeing. Base: All respondents = 851 Q. Below is a grid containing statements of possible outcomes you may have had as a result of using the NHS Choices site. On a scale of 1 to 5 to what extent do you agree or disagree with the following statements? Results Top 2 box (4 and 5 only)
  26. 26. Customer Insight Public information 26 56% 46% 20% I will take care of my mental wellbeing by seeking advice from the GP/healthcare professional when necessary I will continue to take care of my mental wellbeing by eating healthily and taking regular exercise I will take care of my mental wellbeing by utilising support groups 26 Data suggests NHS Choices helps facilitate & maintain behavioural change for managing mental wellbeing. Maintaining change Base: All respondents = 851 Q. Below is a grid containing statements of possible outcomes you may have had as a result of using the NHS Choices site. On a scale of 1 to 5 to what extent do you agree or disagree with the following statements? Top 2 box (4 and 5 only)
  27. 27. Customer Insight Public information 27 17% 9% 9% 9% 3% 3% 4% 46% Just started 1-2 months 3-4 months 5-6 months 7-8 months 9-10 months 11-12 months More than one year Overall 27 Almost half of users have used NHS Choices for more than one year to manage/improve their mental health. Q. How long have you been using NHS Choices to help you improve or manage your mental health/condition? Base: All respondents = 851
  28. 28. Customer Insight Public information 28 45 45 22 29 17 4 2 4 4 1 4 41 Very dissatisfied Very satisfied SatisfiedDissatisfied Overall Improve/maintain general mental wellbeing Manage a mental condition Overall 63% of users reported to be satisfied or very satisfied with NHS Choices for helping improve or manage their mental health/condition. 17% Neither satisfied or dissatisfied % of respondents = 73% Q. How would you rate your overall satisfaction with NHS Choices to help you improve or manage your mental health/condition? Base: All respondents = 851 = 63% = 62% 23% 27%
  29. 29. Customer Insight Public information 30 17% 4%3% 6% 33% 37% Definitely Probably Not sure Definitely not Probably not Don’t know 11% 4%3% 4% 34% 44% Overall two thirds of users anticipate to continue using NHS Choices to help achieve their mental health goals and are likely to recommend NHS Choices. Manage a mental health condition Improve/maintain general mental well being Overall Q. How likely are you to recommend NHS Choices to a friend, colleague or family member to help them improve or manage their mental health/condition? 21% 4% 4% 8% 33% 30% Improve/maintain general mental well being 23% 8% 3% 38% 28% Definitely Probably Not sure Definitely not Probably not 26% 9% 3% 38% 24% Manage a mental health conditionOverall Q. Do you anticipate continuing using NHS Choices to help you improve or manage your mental health/condition? 19% 7% 3% 37% 34%
  30. 30. Customer Insight Public information 31 Other sites used
  31. 31. Customer Insight Public information 32 42% 24% 19% 15% 14% 13% 10% 6% 7% 31% MIND BBC Health Samaritans Timetochange.org.uk Rethink.org Depression Alliance Moodgym Youngminds.org.uk Living Life to the full Used NHS Choices only 32 MIND and BBC Health are the most common online sites used in conjunction with NHS Choices to achieve health goals. Q. What other websites in addition to NHS Choices have you used to help you improve or manage your mental health/condition? Base: All respondents = 851
  32. 32. Customer Insight Public information 33 Summary • Those invited to take part in the survey joined because they had used the site to help them manage their mental wellbeing or condition • A number of findings support the site has had an impact on reducing the burden of mental health on the NHS: • 36% of users reported the site helped them self improve or self manage their mental wellbeing condition • 15% of users have decreased the number of visits to the GP/practice nurse due to a better understanding of their condition and adoption of self help techniques/coping strategies. • Three fifths of the users reported having sought help from a GP or other healthcare professionals and one quarter have increased their visits to their GP/Practice nurse as a result of NHS Choices – suggesting earlier diagnosis/intervention • Overall 63% of users reported to be satisfied or very satisfied with NHS Choices for helping improve or manage their mental health/condition • A high number of users reported they are more aware/informed of mental health and are contemplating change to better manage their mental wellbeing/condition • It is clear from our web analytics reports that NHS Choices gets only a relatively small share of the internet traffic. Promotion of the mental health content of the site would mean a greater number of the population would have access to our valuable content • Overall the elements of content used by survey participants were given good usefulness ratings with the written information on mental health conditions and treatments highest rating by a big margin
  33. 33. Customer Insight Public information 34 Questions and comments to: thechoicesteam@nhschoices.nhs.uk please quote “Slideshare” in subject line

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