May 2013 NHS Choices site user satisfaction survey

1
Website Users Satisfaction Survey
Wave 7, May 2013

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
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
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
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
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

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
Key
Significant positive change/increase since August 2012
Significant negative change/decrease since August
2012
Report highlights any significant differences since August 2012

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%
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
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
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
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
Long-term illness Impact of illness
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
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
I am an expectant parent
None aged under 18
.
Parent/expectant parent
Ages of children living with personal users
Base: all personal users who are parents/expectant parents=748

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
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
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
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
What other online
resources do users use?

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
Does the site meet users
need?

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
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
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
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
Visual of on site search function.
Stimuli material

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
Stimuli material
Visual of find services search function.

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
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
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
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
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
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
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
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
Impact of NHS Choices on
service use & health attitudes

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
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
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

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
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
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.

May 2013 NHS Choices site user satisfaction survey

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