May 2013 NHS Choices site user satisfaction survey

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Report of web survey that measures NHS Choices site user's satisfaction with their visit on that day. The survey includes, reasons for visit, whether people found what they wanted, experience of using the search functionality on the site and some profile data

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May 2013 NHS Choices site user satisfaction survey

  1. 1. 1 Website Users Satisfaction Survey Wave 7, May 2013
  2. 2. 2 Contents 1. Introduction • Purpose of survey • Sample and methodology 2. Take outs 3. Who completed the survey • Overview • Profile of personal users and professional users • Users’ sources of health information (websites and apps) 4. Site usage • Comparisons with previous surveys • Professionals vs. personal users 5. Does the site meet their needs? • General metrics, satisfaction and advocacy 6. Impact of NHS Choices on service usage and health attitudes 7. Summary
  3. 3. 3 Introduction • This report gives the findings from the 7th wave of the NHSC customer satisfaction survey using data collected from 6th-21st May 2013 • As this was a web survey the sample was self-selected and as such cannot be used for measuring the profile of visitors to the site, for data on this see Jan 2013 NHS Choices awareness and usage tracking survey • The purpose of the survey is to: • Track user satisfaction and advocacy over time • Understand who is using the NHS Choices site • Establish the main reasons for visiting the site • Understand whether users found what they were looking for • Identify evidence of use of the site for behaviour/attitudinal change including self-efficacy and impact of service use • Identify what improvements are needed to improve usability • As well as covering satisfaction with, and use of the site, the survey also covers: • Internet usage including health websites used • Mobile health app usage
  4. 4. 4 Sample and Methodology Type of survey Online pop-up survey on selected pages (see next slide) of the NHS Choices website Methodology Online survey Fieldwork dates 6th – 21st May 2013 Sample Total sample completes n=3147, Personal users n=2710, Professional users n=437 Sample distribution General public – self-selected sample of people who visit the site Previous research conducted Previous waves of the research have been conducted as follows:  Wave 1 Nov 2008 (Ipsos MORI)  Wave 2 July 2010  Wave 3 Nov 2010  Wave 4 April 2011 Wave 5 December 2011 Wave 6 August 2012 Wave 7 May 2013 Other information There have been some changes to the questionnaire since Wave 1 which means it is not possible to track all questions across waves. In Wave 6 some questions have been removed:  Where user entered site; words typed into the search engine; services used in the last 12 months; screening and vaccination behaviour change as a result of using NHSC; working status, ethnic origin Some new questions have been added:  Services the user was looking for; ease of using search function and satisfaction with service information found; health websites and health apps used; what was liked about NHSC Please note that as open-ended questions were not compulsory, not all respondents answered them
  5. 5. 5 Where respondents joined the survey Top 40 most popular URLS used as survey invite pages Base: all respondents n =3147 Participants joining survey from each page % Number http://www.nhs.uk/Search/Pages/Results.aspx 21% 661 http://www.nhs.uk/Pages/HomePage.aspx 13% 409 http://www.nhs.uk/NHSdirect/pages/symptoms.aspx 9% 283 http://www.nhs.uk/medicine-guides/pages/MedicineOverview.aspx 7% 220 http://www.nhs.uk/Services/gp/Overview/DefaultView.aspx 7% 220 http://www.nhs.uk/NHSEngland/Healthcareabroad/EHIC/Pages/about-the-ehic.aspx 5% 157 http://www.nhs.uk/Services/Hospitals/Overview/DefaultView.aspx 3% 94 http://www.nhs.uk/Services/dentists/Overview/DefaultView.aspx 3% 94 http://www.nhs.uk/Conditions/Pages/hub.aspx 3% 94 http://www.nhs.uk/LiveWell/Loseweight/Pages/Loseweighthome.aspx 3% 94 http://www.nhs.uk/medicine-guides/pages/selectorshow.aspx 2% 63 http://www.nhs.uk/medicine-guides/pages/MedicineSideEffects.aspx 2% 63 http://www.nhs.uk/Services/hospitals/Services/Service/DefaultView.aspx 2% 63 http://www.nhs.uk/Services/GP/Staff/DefaultView.aspx 2% 63 http://www.nhs.uk/Services/GP/ReviewsAndRatings/DefaultView.aspx 2% 63 http://www.nhs.uk/Livewell/tiredness-and-fatigue/Pages/medical-causes-of- tiredness.aspx 2% 63
  6. 6. 6 Where respondents joined the survey Top 40 most popular URLS used as survey invite pages Base: all respondents n =3147 Participants joining survey from each page % Number http://www.nhs.uk/Services/GP/MapsAndDirections/DefaultView.aspx 1% 31 http://www.nhs.uk/conditions/chickenpox/Pages/Introduction.aspx 1% 31 http://www.nhs.uk/conditions/stomach-ache-abdominal-pain/Pages/Introduction.aspx 1% 31 http://www.nhs.uk/conditions/pregnancy-and-baby/pages/due-date-calculator.aspx 1% 31 http://www.nhs.uk/Livewell/healthy-living/Pages/height-weight-chart.aspx 1% 31 http://www.nhs.uk/Conditions/Chickenpox/Pages/Symptoms.aspx 1% 31 http://www.nhs.uk/Services/GP/PctServices/DefaultView.aspx 1% 31 http://www.nhs.uk/conditions/Urinary-tract-infection-adults/Pages/Introduction.aspx 1% 31 http://www.nhs.uk/conditions/Thyroid-under-active/Pages/Introduction.aspx 1% 31 http://www.nhs.uk/chq/Pages/948.aspx 1% 31 Other 2% 63
  7. 7. 7 Take-outs
  8. 8. 88 Conclusions 1. Since August 2012 there has been a 2% increase in professional use of NHS Choices (NHSC). 2. Personal users are more likely than professional users to visit NHSC to check symptoms, help better manage an existing condition. Professionals are more likely to visit for wider i.e. information about health services, healthy lifestyles, health news, research for a course assignment and info for carers. Key takeaways. 4. Satisfaction with NHSC (71%) has not changed since the previous wave. Not finding information remains the main reason for dissatisfaction. 3. Since the last wave there has been a significant increase in the proportion of users who perceive NHSC info is clear, easy to understand and attractive. There has been a significant increase in the proportion of users who perceive info/services are easy to find.
  9. 9. 9 Key Significant positive change/increase since August 2012 Significant negative change/decrease since August 2012 Report highlights any significant differences since August 2012
  10. 10. 10 Who completed the survey?
  11. 11. 11 Personal use For myself 70% For a member of family (adult) 8% For a member of family (child) 6% For a friend 2% Professional use As a health professional (e.g. checking ratings for surgery/the local area, to get information for my patient) 6% As a professional looking for someone else as part of my job (e.g. librarian, local authority) 2% Other professional use (e.g. journalists research, teaching) 6% Q. Were you mainly using the site for yourself, for someone else, or professionally today? Professiona l use 14% Personal use 86% Since August 2012 there has been a 2% increase in professional use of NHS Choices. Base: all users = 3147 -2% +2%
  12. 12. 12 12% 10% 8% 6% 5% 5% 5% 4% 4% 3% 3% 2% Allied health professional GP Practice manager Pharmacist Specialist nurse (Primary care) Medical student Student nurse Hospital based administrator Medical receptionist /secretary/administrator NHS management (e.g. PCT manager) Hospital based nurse Hospital based doctor/consultant 12 Healthcare professional users tend to be allied health professionals, GPs and practice managers. Base: All healthcare professionals = 186 Profile of healthcare professionals Q: what is your job role? Healthcare professionals
  13. 13. 13 29% 22% 8% 6% 3% 2% 1% 1% 0% Education establishment NHS/public sector health org. Voluntary organisation/charity Private sector health org. Pharmaceutical/research Local authority social services dep. Other local authority dep. Media/TV/radio Library 13 Other professionals tend to work in a education establishment or the NHS/public sector. Base: Other professionals = 251 Profile of other professionals Q. What is your job role? Other professionals
  14. 14. 14 Personal users tend to be predominantly female and aged between 25 & 64 years of age. Almost one third of personal users are carers for either a family member or a neighbour. Female 77% Male 23% 2% 5% 6% 19% 18% 20% 18% 8% 2% 15 and under 16-19 20-24 25-34 35-44 45-54 55-64 65-74 75+ No 69% Yes 31% Base: all personal users = 2710 Gender Age Profile of personal users (Personal use; for myself, family member, child) Carers Carer for family member 26% Carer for friend/neighbour 5%
  15. 15. 15 Two fifths of personal users have a long term illness, for almost a third this impacts on their mobility. No 57% Yes 43% 36% 28% 19% 18% 7% 4% 4% 2% My condition does not limit my daily activities Impact on mobility Breathlessness/chest pains Problems due to mental health difficulties Poor hearing Poor vision, partial sight or blindness Difficulty in speaking or communicating Problems using a mouse Base: all personal users = 2710 Long-term illness Impact of illness Profile of personal users (Personal use; for myself, family member, child) Base: all personal users who have a long term illness = 1090 • Cannot walk very far: 24% • Difficulty managing stairs: 20% • Cannot walk at all/use a wheel chair: 2%
  16. 16. 16 29% of personal users are parents or expectant parents, of which 43% have children aged between 5-12 years old. No 71% Yes 29% 43% 35% 34% 11% 4% Child/children aged 5-12 Child/children aged 0-4 Child/children aged 13-17 I am an expectant parent None aged under 18 . Base: all personal users = 2710 Parent/expectant parent Ages of children living with personal users Profile of personal users (Personal use; for myself, family member, child) Base: all personal users who are parents/expectant parents=748
  17. 17. 17 Site usage
  18. 18. 18 7% 5% 4% 1% 1% 39% 24% 26% 16% 14% 11% 7% 7% 5% 5% 4% 3% 5% 5% 3% 2% 2% 2% 2% 2% 1% 1% 10% 41% 27% 11% 1% 2% 2% 2% 3% 3% 4% 5% 5% 5% 7% 7% 14% 14% 23% For medical info e.g. illnesses / treatment/ risk factors To check symptoms For information about health services Info about a healthy lifestyle Help better manage existing condition for myself/family member EU health insurance information/EIII/EHIC Help me choose between different treatment options View comments by other users about NHS services Out of curiosity / to see what’s new To look at health news Pregnancy/ advice guidance Research for a course or assignment Help me choose which GP practice to join Help me choose/compare hospitals or other health services Info for carers of people with a disability/long-term condition Post a comment about an NHS service Info about stop smoking / alcohol intake Book a hospital appointment Job search / career information Info on travel vaccinations/immunisations Find out which vaccines I/ a family member need Sign up to the Information Service for Parents Other May-13 Aug-12 As in previous waves the main reason for visiting the site was to find medical information. Q. Why did you come to the site today? -3% -2% -4% +3% Base: all respondents: May 2013 n=3147, August 2012 n=2452
  19. 19. 19 1% 1% 12% 41% 20% 7% 12% 24% 10% 5% 3% 8% 4% 3% 13% 15% 4% 2% 2% 1% 1% 1% 20% 29% To check symptoms For information about health services Info about a healthy lifestyle Help better manage existing condition for myself/family member To look at health news Research for a course or assignment Info for carers of people with a disability/long-term condition Info about stop smoking / alcohol intake Book a hospital appointment Job search / career information Info on travel vaccinations/immunisations Sign up to the Information Service for Parents Personal users (n=2710) Professional users (n=437) Overall professional usage of the site is broader than personal users. Personal users are more significantly likely than professional users to visit NHSC to check symptoms, help better manage an existing condition. Q. Why did you come to the site today? (significant differences between personal and health users) Healthcare + other professionals
  20. 20. 20 3% 10% 22% 22% 13% 18% 4%8% 2% 8% 21% 24% 14% 19% 4%9% 12% 26% 29% 12% 5% 12% 3%1% 3% 8% 20% 19% 16% 21% 4%9% May 2013 n=3147 Q. How often have you used the NHS Choices website in the last 12 months? Aug 2012 n=2452 By year By user (May 2013) Professional n=437 Personal n=2710 35% 67% 31% 31% There has been a significant increase in the frequency of visits to NHS Choices. +4%
  21. 21. 21 79% 10% 3% 0% 1% 0% 71% 11% 8% 1% 3% 3% 78% 10% 4% 0% 1% 4% Via google or another search engine Typed in the address Address bookmarked / favourite Link from a website Link from an email Via link from Facebook or other social networking site Personal users Professionals All - May 2013 Search engines continue to predominate both personal and health professional users, suggesting low awareness of the name ‘NHS Choices’. Q. How did you get to NHS Choices today? Base: all respondents: May 2013 n=3147
  22. 22. 22 What other online resources do users use?
  23. 23. 23 Three quarters use other health websites, with NHS Direct being used by almost half. Two fifths use a health app, again with NHS Direct being the most frequently mentioned. Q. Do you use any other internet sites for health information? Q. Do you use any of these or other health apps either on your mobile phone or in the form of a desktop widget? 15% 10% 8% 6% 5% 5% 4% 3% 2% 38% NHS Direct MyFitnessPal Symptom Checker WebMD NHS BMI Patient.co.uk Weight Watchers Other Calorie Calculator Any health app 48% 26% 23% 21% 15% 18% 19% 9% 4% 76% 24% NHS Direct BBC Health Wikipedia Boots WebMD Patient.co.uk Directgov Netdoctor Bupa Other Any website No other website Base: all respondents n=3147 Base: all respondents n=3147 +5% +5% +4% +2% +4% +2% +3% +2% +5% = Significant difference in comparison to August 2012
  24. 24. 24 Does the site meet users need?
  25. 25. 25 The proportion of users who got what they wanted (65%) has remained the same as the last wave. 41% 40% 38% 45% 36% 39% 24% 23% 25% 22% 25% 26% 20% 21% 23% 21% 23% 22% 16% 16% 14% 12% 15% 13% Got everything I wanted Got most of what I wanted Got some of what I wanted Got none of what I wanted 67% 61% 65% 64% Q. Did you get what you wanted from the NHS Choices website? 63% Apr 2011 n=2011 Dec 2011 n=4047 Nov 2010 n=1534 Jul 2010 n=2052 Aug 2012 n=2452 May 2013 n=3147 65% No difference between personal users and health professionals.
  26. 26. 26 What respondents couldn’t find. Q. What couldn’t you find that you were expecting to? Lack of information 26% n =220 Lack of information on treatments/management of conditions Information not specific enough Lack of information on symptoms Lack of information on frequently mentioned conditions Pain – general 3% (n=23), Weight/fitness/diet 2% (n=21), Pregnancy 1% (n=9), Mental health 1% (n=6) 9% (n=74) 8% (n=66) 7% (n=59) Dentists – general 5% (n=74) Up to date reviews and list of dentists accepting patients on the NHS 3% (n=20) Service information inaccurate–general 4% (n=32) Contact details 4% (n=36) Waiting times 1% (n=10) Opening times 1% (n=9) Whilst it is great that there are dental reviews, the information is out of date. I was looking for information about spotting during pregnancy but found the information a bit limited.
  27. 27. 27 What respondents couldn’t find. Q. What couldn’t you find that you were expecting to? Lack of patient feedback/reviews 3% (n=27) GPs: lack of choice/local doctors 2% (n=17) Issues with EHIC renewal EHIC – not being able to renew online /link to EHIC not working 1% (n=6) Lack of jobs/vacancies advertised 1% (n=5) Unable to book appointments online 1% (n=11) I thought that there would be more reviews - perhaps people do not know that they can use the site to leave a comment or review. The GP search, for example, does not state whether the address entered in the search is within the catchment area of the practices listed.
  28. 28. 28 84% 77% 76% 80% 68% 81% 84% 78% 76% 68% Info that is clear and easy to understand Ease of use Attractiveness Ease of finding info/services Accurate up to date info May-13 Aug-12 Q. Please rate the NHS Choices site for the following aspects % rated very good/good +3% -7% +4% There has been a significant increase in the proportion of users who perceive NHSC info is clear/easy to understand and ease of finding info/services, however there has been a significant decrease in the overall ease of use. Base: all respondents: May 2013 n=3147, August 2012 n=2452
  29. 29. 29 Visual of on site search function. Stimuli material
  30. 30. 30 75% 75% 77% 78% 12% 12% 12% 11% 12% 11% 9% 8% Very good/good Neither good or poor Poor/very poor Apr 2011 n=2011 Dec 2011 n=4047 Aug 2012 n=2452 May 2013 n=3147 No difference between personal users and health professionals. Q. Please rate the usefulness of the NHS Choices search function. On site search (used by 54%) Since the last wave there has been a significant decrease in the proportion of users who use the on site search. Usefulness rating of the search function remains similar to previous waves. -4%
  31. 31. 31 Stimuli material Visual of find services search function.
  32. 32. 32 40% 20% 17% 13% 7% 7% 3% 5% 3% 2% 16% GP Dentist Hospital Walk-in centre Pharmacy A&E Sexual health services Mental health services Maternity unit Optician Other Very satisfied/ satisfied with service info found Most respondents who used the services search were looking for GPs. Those finding what they needed has remained unchanged since the previous wave. Base all respondents who answered and who used the site to search for services May 2013 n=656 Q. Which service(s) were you looking for? Find services search (used by 21%) NOTE: Text analysed with Clarabridge® software. Base: All who said they were dissatisfied/ very dissatisfied with service info (n=128) Q. Why do you say that? * 72% 66% Easy/easy to find the service(s) using search function *The proportion of respondents reporting technical problems has decreased from 2% to 0%. 1% = care facilities such care homes/cancer care/urgent care centres Minority of respondents mentioned: blood tests, physiotherapy, dermatologists, Research studies. May 2013 Aug 2012 % of respondents identifying a reason for dissatisfaction 20% (n=128) 22% (n=114) Difficulty finding info Especially local NHS dentist Lack of info on waiting times/appointments 34% (n=24) 6%, (n=4) 7% (n=5) 44% (n=50) 12% (n=14) 7% (n=8) Inaccuracy of service info/ info not up to date or unclear 17% (n=12) 23% (n=26) Limited number of practices means no real patient choice or provider 11% ( n=8) 7% (n=8) Patient comments on services are subjective 6% (n=4) 4% (n=5) Technical difficulties /slow website 0% (n=0) 2% (n=2)
  33. 33. 33 Satisfaction has not changed since the previous wave (71%). 12% 13% 15% 12% 13% 14% 10% 12% 16% 15% 3% 1% 1% 1% 1% 1% 74% 73% 76% 72% 71% 71% 12% 11% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% July 2010 (n=2052) Nov 2010 (n=1534) April 2011 (n=2926) Dec 2011 (n=4047) Aug 2012 (n=2452) May 2013 (n=3147) Don’t know Dissatisfied/very dissatisfied Neither satisfied nor dissatisfied Very satisfied/satisfied Q. How satisfied were you with the NHS Choices site?
  34. 34. 34 79% 24% 21% 12% 9% 9% 9% 4% 4% 75% 19% 21% 11% 10% 6% 5% 2% Could not find the information that I need Difficult to navigate/It is not always obvious where to click to find what I need The information was not useful to me Problems using search I did not trust the information provided The appearance of the pages is unclear The appearance of the pages is unattractive Problems making an appointment Use of jargon/difficult language May-13 Aug-12 Not finding information remains the main reason for dissatisfaction. Q. Why were you dissatisfied? Base: all respondents who said they were very dissatisfied/dissatisfied with visit May 2013 n=223, Aug 2012 n=396; Dec
  35. 35. 35 Likelihood to use again and recommend remains at similar levels to the last wave. 5% 6% 5% 7% 7% 7% 5% 6% 4% 5% 5% 5% 0% 1% 1% 1% 1% 2% 86%87%90%87%90% 87% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% July 2010 (n=3883) Nov 2010 (n=1534) April 2011 (n=2926) Dec 2011 (n=4047) Aug 2012 (n=2452) May 2013 (n=3147) Definitely/Probably Not sure Definately/Probably not DK Likelihood to use again Likelihood to recommend 5% 6% 5% 7% 7% 7% 8% 10% 7% 11% 12% 11% 2% 4% 7% 4% 4% 3% 85% 80% 81% 78% 77% 79% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% July 2010 (n=3883) Nov 2010 (n=1534) April 2011 (n=2926) Dec 2011 (n=4047) Aug 2012 (n=2452) May 201 (n=3147 Definitely/Probably Not sure Definately/Probably not DK
  36. 36. 36 Overall respondents felt that NHSC is user-friendly and information is easy to navigate. Respondents also liked that the information is accurate, factual and trustworthy. Some respondents also liked that users can post their own feedback and experiences on NHSC. NOTE: Text analysed with Clarabridge® software Q. What do you like about the site. Main areas of satisfaction cited were: Significant decrease Significant increase May 2013 August 2012 Proportion of respondents satisfied with something 79% 95% User friendly Ease/friendly to use 30% (n=513)* 38% (n=630) Easy to find info and navigate 22% (n=378) 15% (n=245) Written in a simple/clear/understandable style 18% (n=311) 16% (n=270) Right amount of information 11% (n=189) 2% (n=30) Reliable and credible Accurate and correct information 23% (n=398)* 17% (n=287) Trustworthy information 4% (n=72)* 2% (n=34) Sharing experiences & conditions Users can share their own experiences of services and conditions 2% (n=36) 1% (n=21) Can book appointment online 4% (n=69) 1% (n=14) Improves/supports confidence and self-efficacy 1% (n=13)
  37. 37. 37 Satisfaction quotes. Simple to use and clear information. Used NHS Choice for the first time today and felt that it was very useful and provided me with very useful information . Lots of relevant, up-to-date information using straightforward language . Easier navigation and upto date relevant information. All the medical information is very easy to understand unlike some other web sites. I trust the information given above other websites and it [information] has advice and guidelines on lots of diseases. I also like the health news section it clears up a lot of things you see on the internet/in newspapers. Ability to consult/make appointments on line. Its comprehensive and allows feedback, which is published even if it is about poor experiences of NHS services.
  38. 38. 38 Main areas for improvements centred around accuracy, easier navigation and technical changes. The need for easier navigation has increased since August 2012. NOTE: Text analysed with Clarabridge® software Q. What improvements would you recommend making to the NHS Choices website so that it better meets your needs? Main improvements cited to the site were: Significant increase May 2013 August 2012 Proportion of respondent happy with the site 24% 21% Accuracy Including more detailed and up to date info on services esp. dentists accepting NHS patients and waiting times 15% (n=140) 15% (n=194) Navigation Difficult to find information and navigate 14% (n=127) 7% (n=92) Technical changes Ensure links are working esp. EHIC link 11% (n=101) 11% (n=148) Detailed information Information on conditions, symptoms, treatments not detailed enough 9% (n=82) 9% (n=110) Patient feedback/comments More patient feedback Ensure feedback and comments up-to-date and accurate 4% (n=32) 3% (n=33) Appointments Making it easy for patients to book/change appointments online 2% (n=16) 2% (n=25)
  39. 39. 39 Dissatisfaction quotes. I could not find the information I wanted. Only information about quality is on feed back / reviews from the public (which are limited to less than 5 in most cases) also some of the dentists advertising taking in NHS patients have a long waiting list. The rating reviews are inaccurate and the practices have little ability to correct those mistakes. The dentists recommended were lacking information and assurance that they were quality service providers.
  40. 40. 40 Impact of NHS Choices on service use & health attitudes
  41. 41. 41 26% 14% 15% 11% 10% 4% 4% 3% 14% 13% 12% 11% 6% 4% 2% 29% Any of the below Eat more healthily Improve your mental wellbeing/better cope with stress Help you to lose weight Start taking more exercise Start running (or learn how to run) Stop smoking Reduce your alcohol intake May-13 Aug-12 There has been an overall decrease in the proportion of users who used the site to reduce health risk. Q. Have you ever used the NHS Choices website to do any of the following? Base: all respondents who use the site for personal reasons Aug 12: n=2166 May 13: n=3147 -3%
  42. 42. 42 47% 37% 27% 41% 37% 29% Helped me to manage my own symptoms Helped me be more confident when seeing a doctor or other health professional Helped me decide to visit a health service when I don't usually May-13 Aug-12 +6% Nearly half of personal site users say NHSC aids self management of symptoms. % agree/strongly agree with statements about the impact of NHS Choices on self efficacy Base: all respondents who use the site for personal reasons Aug 12: n=2166 May 13: n=2174 Quotes taken from responses to question: What do you like about NHS Choices?
  43. 43. 43 12% 10% 6% Helped me choose which GP practice to join Helped me choose a hospital Get my child vaccinated for something or get vaccinated my self May-13 Nearly half of personal site users say NHSC aids self management of symptoms. % agree/strongly agree with statements about the impact of NHS Choices on self efficacy Base: all respondents who use the site for personal reasons May 13: n=2174 Quotes taken from responses to question: What do you like about NHS Choices? New questions
  44. 44. 44 Summary & Conclusions
  45. 45. 45 Summary Who completed the survey? • 86% were personal site users • Those completing the survey tend to be predominantly female and aged between 25 & 64 years of age • Almost one third of personal users are carers for either a family member or a neighbour • Two fifths of personal users have a long term illness, for almost a third this impacts on their mobility i.e. walking and climbing stairs • 29% of personal users are parents or expectant parents • 14% were professionals • 6% were healthcare professionals who tended to be allied health professionals, GPs and practice managers • The other professionals tend to work in a education establishment or the NHS/public sector Reasons for visiting NHS Choices • As in previous waves the main reason for visiting the site was to find medical information • There has been an significant increase in users checking symptoms and a decrease in users visiting for health services, healthy lifestyle and EU health insurance info • Personal users are more likely than professional users to visit NHSC to check symptoms and help better manage an existing condition • Professionals are more likely to use the site more widely than personal users
  46. 46. 46 Summary • There is a significant increase in the frequency of visits to NHS Choices • Search engines continue to be the primary avenue for arriving at NHS Choices amongst both personal and health professional users • Approx. three quarters of users use other health websites, with NHS Direct being used by almost half • Approx. two fifths of users use a health app, again with NHS Direct being the most frequently mentioned Does the site use meet users needs? • The proportion of users who got what they wanted (65%) has remained the same since the last wave. Lack of information on treatments/management of conditions, symptoms and more specific information are the main needs reported by users • There has been a significant increase in the proportion of users who perceive NHSC info is clear/easy to understand and ease of finding info/services, however there has been a significant decrease in the overall ease of use • Satisfaction with NHS Choices site has not changed since the previous wave (71%). The likelihood to use again (86%) and recommend (79%) also remain at similar levels to the last wave • Not finding information remains the underlying reason amongst the minority who are dissatisfied (15%)
  47. 47. 47 Summary Overall improvements • Qualitatively the main improvements cited centre around the lack of information on treatment options and conditions, list of dentists accepting NHS patients, GP surgery and opening times and the need for more reviews/up to date reviews. • Some users also reported the need to improve the accuracy of service information Search functions • Overall there has been a significant increase in the proportion of users who have rated the ease of finding information/services as good/very good • On site search specifically: since the last wave there has been a significant decrease in the proportion of users who use the on site search, suggesting users have become familiar with the site. Usefulness rating of the search function remains similar to previous waves • Find services search specifically: most respondents who used the services search were looking for GPs. Similar to the last wave most users found the services search easy to use (72%) and were satisfied with the information (66%) • A hybrid of qualitative and quantitative analysis (clarabridge) shows there is a decrease in the proportion of respondents reporting difficulty in finding service information via the new search function. Additionally dissatisfaction with the service information being inaccurate/not up to date/unclear has also decreased. NHSC benefits • Overall there has been a decrease in the proportion of users who used the site to reduce health risk, however, there is a significant increase in users (from 41% to 47%) who say that NHSC aids self management of symptoms.

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