Benefits of using NHS Choices in conjunction with GP consultations
Upcoming SlideShare
Loading in...5
×
 

Benefits of using NHS Choices in conjunction with GP consultations

on

  • 500 views

Results of a web survey that asked how people used the site to in relation to GP consultations. The report looks at the impact the NHS Choices information in relation to how prepared people are when ...

Results of a web survey that asked how people used the site to in relation to GP consultations. The report looks at the impact the NHS Choices information in relation to how prepared people are when they consult their GP. It also shows the extent to which site users reduce the number of times they see their GP as a result of the information in the NHS Choices site

Statistics

Views

Total Views
500
Views on SlideShare
500
Embed Views
0

Actions

Likes
0
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Benefits of using NHS Choices in conjunction with GP consultations Benefits of using NHS Choices in conjunction with GP consultations Presentation Transcript

  • Customer Insight Public information The Benefits of using NHS Choices in Conjunction with GP Appointments November 2012
  • Customer Insight Public information Contents • Sample and methodology • What is the impact of NHSC on GP visits? • How is NHSC used by the public in relation to GP visits? • How is NHSC used before and after a GP visit? • What other health information do NHSC users use? • Executive summary • Conclusions & Recommendations
  • Customer Insight Public information Sample and Methodology Type of survey Online pop-up survey on selected pages of the NHSC website Methodology Online survey Fieldwork dates August 2012 Sample Total sample completes n=2735 Sample distribution General public – self selecting sample of site visiting for themselves Previous research conducted  2010: The Imperial College (commissioned by NHSC). Nelson. P, Murray. J, Saleem Khan. Muhammad. NHSC Primary Care Consultation Final Report, Imperial  2011 survey: which in part replicated the study conducted in 2010 Other information Analysis has been undertaken primarily on those who use NHSC alongside a GP visit = 1356 Sample & Methodology
  • Customer Insight Public information 4Base all respondents n=2735 Web pages the pop up survey was placed on Respondents who came through to the survey from each web page Number of respondents Per cent (%) Conditions – Depression (Introduction) 690 37 Conditions – Menopause 273 15 Behind the headlines 245 13 Conditions – Type 2 Diabetes 62 3 Search results 58 3 NHSC Homepage 52 3 Live well – hub 48 3 Service directory 40 2 Conditions – Urinary tract infection 33 2 Change for life 30 2 * A breakdown of web pages on which 1% of the respondents completed the survey on is available on request. Main website pages recruiting respondents.
  • Customer Insight Public information What is the impact of NHSC on GP visits?
  • Customer Insight Public information 6 Conclusions 1. NHSC has significantly reduced the frequency of GP visits since 2011. 4. NHSC is viewed as a valuable source of health information, particularly when used in conjunction with a GP visit. 5. NHSC and NHS Direct are the main health information sites utilised amongst current NHSC users. 3. Deciding whether to visit the GP is a key driver for NHSC usage amongst respondents who use NHSC ‘before’ a GP visit. 2. There is a significantly greater impact on reducing GP visits when NHSC is used before and during a GP visit. Key Takeaways Almost half of the NHSC users use the site in conjunction with a GP Visit. Amongst these respondents….
  • Customer Insight Public information Half of all respondents surveyed reported to use NHSC alongside a GP visit. Over two thirds of users utilise NHSC BEFORE a GP visit & half utilise NHSC AFTER a GP visit. All surveyed 100% (n=2735) YES 49% N=1356 NO 44% N=1194 Before appointment (70%) N=944 After appointment (52%) N=707 During appointment (6%) N=84 Don’t know 7% N=186 Those using NHSC for GP visit Female = 80% Male = 20%  2% • Respondents were able to choose more than one occasion • Despite an significant increase since 2011, the propensity for GPs to use NHS Choices during a consultation remains low.  3% Significant change since 2011   Have you ever used information from NHS Choices before, during or after a visit to your GP? Please tell us in what ways you use NHS Choices when considering a visit to your GP?
  • Customer Insight Public information Four fifths of NHSC users are female & aged between 25-64 yrs. Two fifths of users have children aged between 0-17 yrs. Gender Female 80% Male 20% Age1% 4% 7% 21% 19% 21% 16% 8% 2% Under 16 16-19 20-24 25-34 35-44 45-54 55-64 65-74 75+ Gender?, How old are you?, Do you have children under the age of 18 living with you? Profile of respondents who use NHSC in conjunction with a GP visit. Children 11% 14% 11% 31% 41% Child/children aged 0-4 Child/children aged 5-12 Child/children aged 13-17 None under 18 living with me No children 36% Base: All respondents who have used NHS choices in conjunction with a GP visit 2012 = 1355
  • Customer Insight Public information 9 How does NHS Choices affect the number of visits you make to the GP / Practice Nurse? 25% 62% 6% 6% 27% 69% 4% Decreases the number of visits I make Makes no difference Increase the number of visits I make Don’t know 2012 2011 Direct questioning does not reveal a significant decrease in GP visits since 2011. Base: Used NHSC in conjunction with a GP visit: 2012 = 1355, 2011 = 925 Only 6% of first time users reported NHSC makes no difference to the number of GP visits in 2012 Impact of NHSC on GP visit.
  • Customer Insight Public information 34% 21% 25% 14% 3% 3% Every 4-6 months Less than once a year Every 2-3 months Monthly At least weekly Don’t know 10 How frequently do you visit your GP for yourself or a family member? Frequency of GP visits. Every 6 months 22% Monthly 17% Every 3 months 27% Less than once a year 21% At least weekly 5% Don’t know 7% 2011 Base: All respondents who have used NHS choices in conjunction with a GP visit 2011= 925, 2012 = 1355  2% Note: 2011 and 2012 data is not truly comparable Indirect questioning demonstrates NHSC users have significantly decreased weekly GP visits since 2011. Represents the majority of patients with a long standing illness. Significant change since 2011  
  • Customer Insight Public information 11 How frequently do you visit your GP for yourself or a family member? Base: All respondents who have used NHS choices in conjunction with a GP visit 2011= 925, 2012 = 1355 The average number of GP visits has significantly decreased since 2011. Significant change since 2011   Average visits per year 2011 6.39 2012 5.59  1 visit
  • Customer Insight Public information How does NHS Choices affect the number of visits you make to the GP / Practice Nurse? 28% 31% 23% 33% 26% 21% Before During After 2012 decrease in visit 2011 decrease in visits Those respondents who use NHS Choices BEFORE & DURING a GP visit show far greater propensity to decrease GP visits.  5%  5% Base: Used NHSC in conjunction with a GP visit: 2012 = 1355, 2011 = 925 Significant change since 2011   Impact of NHSC on GP visit.
  • Customer Insight Public information 14 29 25 26 29 13 12 17 8 6 18 20 30 33 7 Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree 13 NHSC has a significantly better impact on helping users manage their own symptoms & reducing the need for a GP visit BEFORE and DURING a GP visit. To what extent do you agree/disagree with the following statement: I am able to manage my own symptoms instead of visiting my GP. Base: Used NHSC BEFORE a GP visit = 994, DURING = 84, AFTER = 707 I am able to manage my own symptoms instead of visiting my GP. AFTER BEFORE DURING 51% 50% 43% % Agree
  • Customer Insight Public information 14 • Additional site visits using most available data leading up to and during the survey A total of 1.8 million users have decreased GP visits. Source: Web trends 6 Million 1.4 Million 2010 2011 Swine flu lead site activity in 2010. 1.8 Million 2012 12% of all NHSC users
  • Customer Insight Public information How is NHS Choices utilised by the public?
  • Customer Insight Public information 72% 9% 8% 8% 2% For myself For my child For an adult family member For both professional (health) and personal reasons For both professional (non health) and personal reasons 16 Three quarters of NHSC users visit NHS choices for themselves. There has been a significant increase in NHSC usage for family members. Which of the following best describes the reason why you generally visit NHS choices? Reasons why NHS Choices is visited. Base: All respondents who have used NHS choices in conjunction with a GP visit 2012 = 1355  10%  5%  9% Significant change since 2011   Data suggests NHSC is a trusted and a reliable source of information amongst users.
  • Customer Insight Public information 75% 57% 54% 51% 46% 37% 32% 19% 9% 4% To find information on my symptoms / conditions To learn about my treatment options To help me decide if I'm going to visit my GP To help understand information I was given during an appointment To look up information about medicines / side effects To help me ask specific questions during a GP/nurse appointment To help me be more prepared before I see the GP / Practice Nurse To find information about my GP practice e.g. opening hourse, contact details etc Pregnancy info Other 17 Becoming informed on symptoms/conditions & treatments, deciding whether to visit the GP top the list of reasons users engage with NHS Choices alongside a GP visit. Have you used NHS Choices for any of the following reasons when considering to make a visit to your GP? Base: Those who have used NHSC with a GP visit ; 2012 = 1355, 2011 = 925 Preparing for GP appointments could potentially impact on the number & length of GP visits, potentially resulting in long term cost savings. Significant change since 2011    5%  4%  2% Reasons for NHSC usage alongside GP visits. An increase in health & treatment knowledge can empower users to manage their own symptoms and to make shared decisions with their GP.
  • Customer Insight Public information HOW IS NHSC USED? 18 Users use NHSC to determine whether a GP visit is required: quotes Base: All respondents who answered question n=75 In what ways have you used NHS Choices in relation to your GP visit? “To check symptoms of an illness for my son before phoning GP for an appointment to ensure I was not wasting their time & his symptoms were serious enough to warrant an appointment ” “To find information on the GPs diagnosis and treatment as i often come out of the consultation thinking i should have asked more questions but do not like to take up more of the doctors time so this web site helps and if i have issues i can always ring the doctor” “To consider my symptoms to find out whether a visit to the doctor is necessary and what he might diagnose so that I am prepared to ask any questions” “I will research symptoms online first and then decide whether I need to see my GP” “Using the symptom checker to see if the symptoms I am experiencing require a GP visit” “To find out more information on diagnosis, easier to browse at my leisure and digest information.” “Website narrowed down the cause and at times I could maybe change diet or something like that, meaning there was no need to visit my GP...”
  • Customer Insight Public information How NHSC is utilised before and after a GP visit?
  • Customer Insight Public information 13% 25% 19% 20% 14% 6% 1% 3% 14% 20% 17% 22% 18% 9% 2% 1% Under 16 16-24 25-34 35-44 45-54 55-64 65-74 75+ Before After Base Those who have used NHSC BEFORE a GP visit = 360 Profile of users who use NHS Choices BEFORE + AFTER a visit to their GP. AGEGender 81% 19% 80% 19% Female Male • Women appear more proactive seekers of health information before & after visiting a GP • Younger users are more likely to demonstrate health seeking behaviour before a GP visit and 45-64 year olds ‘after’ a GP visit Base: Used NHSC AFTER a GP visit = 199
  • Customer Insight Public information 77% 68% 58% 47% 44% 44% 39% 23% 12% 3% 80% 68% 55% 50% 47% 46% 34% 22% 13% 5% To find information on my symptoms / conditions To help me decide if I'm going to visit my GP To learn about my treatment options To help understand information I was given during an appointment To look up information about medicines / side effects To help me ask specific questions during a GP/nurse appointment To help me be more prepared before I see the GP / Practice Nurse To find information about my GP practice e.g. opening hours, contact details etc Pregnancy info Other 2012 2011 21 Checking for symptoms/conditions & deciding whether to visit the GP remains the main drivers to use NHS Choices BEFORE a GP visit. Have you used NHS Choices for any of the following reasons when considering a visit to your GP? Base: Used NHSC before a GP visit; 2012 = 944, 2011 = 678  5% Significant change since 2011   Reasons for NHSC usage BEFORE a GP visit. Preparing for GP appointments could potentially impact on the number & length of GP visits, potentially resulting in long term cost savings. An increase in health & treatment knowledge can empower users to manage their own symptoms and reduce GP visits/ length of visits & make shared decisions with their GP.
  • Customer Insight Public information 79% 71% 65% 56% 46% 37% 32% 18% 9% 4% 81% 65% 59% 54% 49% 43% 31% 20% 11% 4% To find information on my symptoms / conditions To help understand information I was given during an appointment To learn about my treatment options To look up information about medicines / side effects To help me decide if I'm going to visit my GP To help me ask specific questions during a GP/nurse appointment To help me be more prepared before I see the GP / Practice Nurse To find information about my GP practice e.g. opening hours, contact details etc Pregnancy info Other 2012 2011 22 Checking for symptoms/conditions & understanding information given during an appointment are the main drivers to use NHS Choices AFTER a GP visit. Have you used NHS Choices for any of the following reasons when considering a visit to your GP? Base: Used NHSC after a GP visit ; 2012 = 707, 2011 = 507  6%  6%  6% Significant change since 2011   Reasons for NHSC usage AFTER a GP visit.
  • Customer Insight Public information 23 NHSC has a significantly better impact on health & treatment knowledge When used BEFORE & AFTER an appointment. NHSC has a significantly better impact on reducing the need for a GP visit BEFORE and DURING a GP visit. I know more about my health Thinking about when using NHS Choices for your appointment, please indicate how much you agree or disagree with the following statements. % Agree I am more confident to ask questions I am more confident to express my point of view AFTER BEFORE 39 46 9 10 8 3 1 2 8 2 36 38 39 45 4 Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree DURING 81 % 77 % 85 % 78% 70% 82% Base: Used NHSC BEFORE a GP visit = 994, DURING = 84, AFTER = 707 I know more about my treatment options 36 46 12 17 12 2 4 2 7 2 32 31 39 46 4 AFTER BEFORE DURING 27 44 17 14 19 5 6 4 4 3 31 29 44 40 4 AFTER BEFORE DURING 71% 73% 71% 27 44 17 14 19 5 6 4 4 3 31 29 44 40 4 AFTER BEFORE DURING 64% 66% 62% 14 29 25 26 29 13 12 17 8 6 18 20 30 33 7I am able to manage my own symptoms instead of visiting my GP AFTER BEFORE DURING 51% 50% 43% = significant difference between 2012 sub-segments
  • Customer Insight Public information How valuable is NHSC to the public?
  • Customer Insight Public information 25 Vast majority of users, including first time users, perceive NHSC information to be valuable in supporting their healthcare needs. How valuable is NHS Choices information in supporting your healthcare needs? Before During After 8% 1%46% 45% 0% Very valuable Valuable Unsure of value Not very valuable Not at all valuable 7% 1%48% 44% 0% 4%0%54% 43% 0% 8% 1%47% 44% 0% Overall No significant change since 2011 91 % 92 % 97 % 91 % % Agree 6% 2%43% 47% 1%First time users 90 % Base Used NHSC in conjunction with a GP visit = 1355
  • Customer Insight Public information 26 1516 30 7 24 624 39 3 18 528 42 3 26 80% of users agree they are more knowledgeable & confident about their health and treatment options. Two fifths agree NHSC enables self management of symptoms and GP visits are not required. I know more about my health (condition/illness) When using NHS Choices for your appointment, please indicate how much you agree or disagree with....? I know more about my treatment options % Agree I am more confident to ask questions I am more confident to express my point of view Base: used NHSC in conjunction with a GP visit = 1355 12 332 46 3 81% 78% 70% 63% I am able to manage my own symptoms instead of visiting my GP 9 335 46 3 Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree 43% New question  4%
  • Customer Insight Public information 74% 45% 61% 60% 53% 41% 31% 17% 5% 4% 74% 62% 53% 44% 39% 34% 32% 21% 13% 3% To find information on my symptoms / conditions To help me decide if I'm going to visit my GP To learn about my treatment options To help understand information I was given during an appointment To look up information about medicines / side effects To help me ask specific questions during a GP/nurse appointment To help me be more prepared before I see the GP / Practice Nurse To find information about my GP practice e.g. opening hours, contact details etc Pregnancy info Other Long term disease Short term disease 27 A significantly greater proportion of users with long term conditions use NHSC to learn about treatment options and to look up information about medicines/side effects. Have you used NHS Choices for any of the following reasons when considering a visit to your GP? Base: Long term disease = 581, No long term disease = 721 Reasons for NHSC usage amongst users with a long term condition.  8%  16%  14%  7%  17%  8%
  • Customer Insight Public information 31 22 16 15 5 13 19 32 27 8 24 24 7 4 3 25 23 40 38 3 16 20 6 4 3 28 29 40 43 3 28 Little difference in NHSC outcome between users with long term and short term conditions. I know more about my health (condition/illness) When using NHS Choices for your appointment, please indicate how much you agree or disagree with....? I know more about my treatment options % Agree I am more confident to ask questions I am more confident to express my point of view 13 11 3 2 3 33 32 46 46 3 82% 79% 71% 63% I am able to manage my own symptoms instead of visiting my GP 10 7 3 3 3 36 35 47 46 3 Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree 40% Base: Long term disease = 581, No long term disease = 721 82% 78% 69% 63% 51% = Users with a long term condition  11%
  • Customer Insight Public information 29 Significantly higher levels of satisfaction with NHSC when used in conjunction with a GP visit – higher than general site satisfaction. 12% 8% 8% 2%2% 1% 35% 34% 37% 50% 8% 4% Satisfaction Survey Dec 2012Who use NHS Choices with GP visit (anytime) Very Satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied Don't know / NA Low satisfaction How would you rate your overall satisfaction with the information available on the NHS Choices website to help you with your appointments? Base: Used NHSC with a GP visit 2012 = 1355 / 2735 High satisfaction 71% Agree Source: Quarterly satisfaction survey 2011 Base: 2452 85% Agree Significant change since 2011   Satisfaction levels with NHSC.
  • Customer Insight Public information 30 Base respondents n=1203 Reason driving satisfaction Per cent (%) Base: 1084 Accuracy and reliability 33 Clear and understandable 22 Finding information 20 Ease of use 15 Amount of information 8 Accuracy & reliability, clarity of information and ease of finding information are the key reasons driving satisfaction amongst NHSC users. Reason driving dissatisfaction Per cent (%) Base:119 Finding information 33 Accuracy and reliability 25 Technical issues – broken links 21 Amount of information 12
  • Customer Insight Public information 31 Base: All respondents who answered question n=75 “It is useful to go to a trustworthy site to get facts so I can think about the matter with good information” Half of your links are broken I am a student trying to find some work experience/advice in therapy to develop a career and I am just going around in circles!” “NHSC gave me the facts in simple terms I can understand. The recommendations and advice is clear and warnings are appropriate. ” “It sends me to a broken link on NHS choices, where it seems surprisingly hard to look up hip pain specifically without getting suggestions for all the other pains i might have instead.” “Concise, user friendly, easy to understand information which has helped me to focus on which symptoms to discuss with my GP and to ask appropriate questions about those symptoms and about treatment” Clear and understandable/finding info “Clear concise information, easy A-Z index” “Very easy to find the information you need and to determine whether a GP visit is necessary if you are unsure” So that we can help improve our site experience, please can you say why you were satisfied or dissatisfied with the information available on NHS Choices in helping you with your GP appointment? At times the site is not available, this is very frustrating when looking for information” “Make website easier to read and understand it takes me an hour to find what I want.” SATISFACTION WITH NHSC NHSC satisfaction/dissatisfaction quotes
  • Customer Insight Public information What other health information sites do NHS users utilise?
  • Customer Insight Public information 49% 41% 18% 16% 15% 13% 13% NHS Choices NHS Direct BBC Health Wikipedia Facebook Boots WebMD Netdoctor Utilisation of NHSC and other alternative health information sites has significantly decreased. Supports users have increased their health knowledge. Do you use any other internet sites when thinking about your health or visiting your GP practice? 20% of respondents use NHS Choices in isolation 11% 10% 7% 7% 7% 7% 6% 6% 6% 5% 5% 5% 5% 31% Patient UK Direct Gov British Heart Foundation BUPA Arthritis Research UK Cancer Research UK Diabetes UK Yahoo Answers Mind Asthma UK Macmillan Cancer Support Thyroid UK Other None Significant change since 2011   Base: All respondents who use NHS Choices in conjunction with visit 2012 N=1355, 2011 N = 925  3%  4%  8%  7%  2%  3%  2%  2%  2%  5%
  • Customer Insight Public information 34 GPs & Practice nurse tend to refer a significant greater number of patients to Patient.co.uk than NHSC. 15% 65% 6% 2% 11% 15% Don’tknowcant remember No Other BootsWebMD (www.Webmd.boots.com) NHSC Patient (www.patient.co.uk) Has your GP or practice nurse ever printed materials or referred you to any other websites? Base Used NHSC in conjunction with a GP visit = 1355 New question for 2012 survey
  • Customer Insight Public information 8% 71% 12% 9% 9% 68% 13% 10% Don'tknow/ Can't remember No-itwasnot mentioned Yes-I mentionedit Yes-theGP/ ParacticeNurse mentionedit 2011 2012 35 Approximately two thirds of users reported NHSC has not been mentioned during a GP/Practice nurse visit. Has NHS Choices ever been mentioned during a visit to your GP or Practice Nurse? Has your GP or Practice Nurse ever printed materials or referred you to the NHS Choices site? • Don’t know / Can’t remember = 8 per cent Yes - referred me to the site Yes printed materials from the NHSC site Yes – gave me the website address and refer to it in own time No, never printed materials or referred to the site 38% 15% 12% 40% Base: Those who used NHS Choices + had NHS Choices mentioned = 311 Base Used NHSC in conjunction with a GP visit = 1355
  • Customer Insight Public information Summary
  • Customer Insight Public information 37 Executive summary 1: What is the impact of NHSC on GP visits? What is the impact of NHSC on GP visits? • Direct questioning in regards to the impact of NHSC on the number of GP visits revealed no change in the decrease of GP visits since 2011. • However, indirect questioning uncovered these NHSC users (those who use NHSC in conjunction with GP visits) have significantly decreased the average number of GP visits per year and weekly GP visits since 2011. • Discrepancies between what respondents say they do and what they actually do is not uncommon • 40% of these users agree NHSC enables self management of symptoms and GP visits are not required. • Those respondents who use NHSC BEFORE & DURING a GP visit show far greater propensity to decrease GP visits. • 70% of NHSC users utilise NHSC before a GP visit and 10% utilise NHSC during a GP visit. • NHSC has a significantly better impact on helping these users manage their own symptoms & reducing the need for a GP visit BEFORE and DURING a GP visit vs. those using NHSC AFTER a GP visit. Findings correspond to the 49% users who use NHSC in conjunction with a GP visit (N = 1355)
  • Customer Insight Public information 38 Executive summary 1: What is the impact of NHSC on GP visits? How is NHSC used by the Public in relation to a GP visit? • 75% of these users visit NHSC for themselves, however, there has been a significant increase in usage for family members. This indicates NHSC is perceived as a trusted and reliable source of health information amongst current users. • Overall, becoming informed on symptoms/conditions/ treatments and deciding whether to visit the GP top the list of reasons for NHSC use. • Checking for symptoms/conditions & deciding whether to visit the GP remains the main drivers to use NHSC BEFORE a GP visit. • Checking for symptoms/conditions & understanding information given during an appointment are the main drivers to use NHSC AFTER a GP visit. Findings correspond to the 49% users who use NHSC in conjunction with a GP visit (N = 1355)
  • Customer Insight Public information Executive summary 1: What is the impact of NHSC on GP visits? How valuable is NHSC to the public? • Vast majority of these users, including first time users, perceive NHSC information to be valuable in supporting their healthcare needs. • 80% of these users agree they are more knowledgeable & confident about their health and treatment options. • There is a significantly higher level of satisfaction with NHSC when used in conjunction with a GP visit – higher than general site satisfaction. Findings correspond to the 49% users who use NHSC in conjunction with a GP visit (N = 1355)
  • Customer Insight Public information Executive summary 1: What is the impact of NHSC on GP visits? What other health information sites do NHSC users use? • Use of NHSC and other health information sites has significantly decreased since 2011, indicating that perhaps NHSC users have increased their health knowledge. • Majority of NHSC users also use NHS Direct as an health information site. • Approximately two thirds of users reported NHSC has not been mentioned during a GP/Practice nurse visit. • A significantly greater proportion of NHSC users reported GPs & Practice nurses tend to refer or print materials from Patient.co.uk than NHSC, 15% vs. 11% respectively. Findings correspond to the 49% users who use NHSC in conjunction with a GP visit (N = 1355)
  • Customer Insight Public information Conclusions
  • Customer Insight Public information 42 Executive summary 1: What is the impact of NHSC on GP visits? Conclusions. • Data supports NHSC has had a positive impact on increasing health knowledge and self symptom management amongst users who use NHSC in conjunction with a GP visit. • As a consequence there has been a significant reduction in the frequency of GP visits amongst this group. Extrapolation suggests 1.8 million users have reduced GP visits as a consequence of NHSC use. • This research study has revealed NHSC has a greater impact on reducing GP visits when used ‘before’ and ‘during’ a GP appointment rather than ‘after’ a GP appointment. However an increase in health knowledge occurs when using NHSC ‘before’ or ‘after’ a GP visit. • It is worth noting NHSC has become a trusted and reliable source of information amongst users who use NHSC in conjunction with a GP visit. Data shows these users have decreased usage for themselves, reflecting the increase in health knowledge, but have increased NHSC usage for family members. • It is fair to conclude the use of NHSC alongside GP visits can potentially result in long term cost benefits by • Increasing health knowledge amongst the public • Empowering patients to self manage symptoms and reduce frequency of GP visits • Encouraging shared decision making between the GP and patients and enhance GP and patient relationship • Reducing length of GP visits
  • Customer Insight Public information Questions and comments to: thechoicesteam@nhschoices.nhs.uk please quote “Slideshare” in subject line