2. Contents
2. Introduction
3. Key findings
4. The rising cost of healthcare
5. Concern over a changing NHS
7. Online healthcare
9. Sharing personal health information
10. Methodology
11. Conclusion
11. About Simplyhealth
12. Contacts
Introduction
Our healthcare needs are changing. We’re now living longer (today’s 20 year olds are three times more likely to
live to 100 than their grandparents1) and obesity levels are rising. In response, the Government is proposing the
biggest transformation of the NHS in its history. The NHS we know now will not be the NHS we know in ten years
time.
Our research examines how the NHS reforms are affecting people’s attitudes to their health. Are they worried
about the future, the cost of looking after their health, or the threat of longer waiting times? If so, how is this
affecting how they access healthcare?
Our healthcare needs are not the only aspect that’s changing. The rapid advance of technology is transforming
the way we access health information and support. We lead busy lives, and although still very important, the local
GPs surgery is no longer the only option. NHS Direct, the internet and social media all provide additional sources
that fit in with our lifestyles. It is now much easier to get information instantly.
We assess whether online health resources can ever replace the need for face to face contact with a GP or
healthcare professional. Is the prospect of a changing NHS causing people to go elsewhere for support? Our
research examines these issues, and whether with new media and television health shows such as Embarrassing
Bodies, people are now more willing to share personal health information away from their GP surgery.
The results show that people are concerned about how the NHS will care for them in the future. The uncertainty
is causing many to use online resources, so they have more control over their own healthcare and are able to get
information instantly. People are also comfortable sharing personal health details online if it helps them deal with a
health problem. However, they still stop short of giving too much away unless they know they are communicating
with a qualified healthcare professional.
Our research paints a picture of modern healthcare that has changed significantly in ten years. People are using
technology to feed their need for knowledge and are willing to take more control over their healthcare so they have
more stability and certainty in the future.
We surveyed 5,097 UK adults for our research using an online YouGov panel. The results are weighted to the
profile of the UK’s working population.
Department for Work and Pensions www.dwp.gov.uk/policy/ageing-society
1
2
3. Key findings
The rising cost of healthcare:
Around half of the UK’s adult population are worried about their ability to pay for costs
associated with looking after their and their family’s health over the next five years. Women and
older people are the most concerned.
Concern over a changing NHS:
Half of those surveyed believe that the NHS reforms will mean they will need to wait longer to
be seen. A further 45% believe that they may be denied treatment. Again, women and older
respondents are more concerned.
60% of respondents would consider paying to be seen quicker. This is most true of
professional workers and those who live in London and the South East.
Online healthcare:
The past ten years has seen an increase in the proportion of people using online health
resources, notably NHS Direct and those using search engines to do their own research.
The main reason for using online health resources is to determine whether a visit to a
healthcare professional is essential and to check symptoms. The use of web based resources
is most common amongst women, younger people and professional workers.
Sharing health information:
Almost eight in ten would be happy to disclose some form of personal health information
online. Amongst those who would use online resources, 56% would be willing to use an online
chat function.
Almost six in ten agree that online advice would be useful as it fits into their day. However,
only a third agree that they would prefer to use this as their main way of contacting a medical
professional. This suggests online consultations are not a replacement for seeing a medical
professional face to face.
3
4. The rising cost of healthcare
The UK’s ageing population presents significant challenges for the healthcare sector. The Government’s NHS
reforms are intended to address these challenges, but as the NHS changes it also affects people’s perceptions of
healthcare.
51%
We asked respondents to think about the costs said they were very
associated with looking after their and their family’s worried, or slightly
health, such as treatment, medical or dental worried about being able
insurance and medicines. to afford these costs over
the next five years.
This suggests that people have noticed that costs are rising, and perhaps indicates a lack of confidence in an
NHS that is free at the point of use. Many people also have to contend with pay freezes and the rising cost of fuel,
utilities and food. This is all putting pressure on their finances and adding to their concerns.
To what extent do you worry that you will not be able to afford to look after you and your
family’s health over the next five years?
11% I am very worried I am very worried 9%
43% I am slightly worried I am slightly worried 39%
I am not worried at all 50%
44% I am not worried at all
2% Don’t know Don’t know 2%
Women Men
Women are more worried about costs than men (54% compared to 48%). 18 to 24 year olds are least worried
(42%), compared to 50 to 64 year olds who are most worried (58%), reflecting the impact that their life stage has.
Location is also important, as Scots are least worried about the costs (37%), whereas those in the East Midlands
are most worried (58%). This is perhaps due to differences in how public healthcare is funded throughout the UK.
4
5. Concern over a changing NHS
There has been confusion about the Government’s NHS reforms, resulting in a pause in the Health and Social
Care Bill through Parliament and a public ‘listening exercise’. Despite this, it seems that people are still concerned
that the NHS will not be able to provide for them in the same way in the future.
More than half (51%) believe that they’ll need to wait longer for treatment than ever before. Only 12% disagree
with this. In Northern Ireland, 70% believe they’ll need to wait longer. Women are more concerned than men (54%
compared to 48%).
Increased waiting times are being reported by the media, which may be fuelling concerns. Figures released by
the Department of Health in August showed that the number of people waiting more than six weeks for key NHS
tests, such as MRI and CT scans has almost quadrupled in one year. In June this year, there were 12,521 people
waiting more than six weeks for one of 15 key tests. This is significantly more than the 3,510 waiting more than six
weeks in June 20102.
45% are also concerned that they may be denied the treatment they need in future. Only a fifth of people disagree
with this, a figure that drops to 9% in Northern Ireland. Again, women are more concerned than men (47%
compared to 42%).
15%
15%
Agree
12% ‘The changes in the ‘The changes in the Neither agree or
NHS mean I may NHS mean I may be disagree
51% 20% 45%
need to wait longer denied the treatment
for treatment than I need’
Disagree
ever before’
%
22
21%
Don’t know
There are also differences between age groups. 57% of over 65s are concerned about waiting times compared to
45% of 18 to 24 year olds. 48% of over 65s are worried about being denied treatment compared to 37% of 18 to
24 year olds.
A national divide also exists, which reflects the way healthcare is managed across the UK. For example, 48% of
people in London are worried about being denied treatment compared to 39% of those in Scotland.
The concerns about waiting times are causing people to think about turning to the private sector. 59% either
strongly agree or agree that they would consider paying to be seen privately if it meant that they were diagnosed
more quickly.
2
Department of Health statistical press notice 10 August 2011: Diagnostics waiting times & activity data, month
ending 30 June 2011 and Imaging and Radiodiagnostic activity, financial year 2010/11 www.dh.gov.uk
5
6. Affluence is a factor in this though. Manual and unskilled workers are less likely to agree than those who have
managerial or professional roles (51% compared to 64%). This perhaps highlights the perceptions that people
have of the cost of private medical care.
Location is also a factor. The South East and London have a higher proportion of respondents stating they would
pay to be seen privately (both 65%), compared to the North East (53%) and North West (55%).
I would consider paying to be seen privately if it meant being diagnosed quickly
Strongly agree
18%
Agree somewhat
42%
Neither agree nor
disagree 13%
Disagree somewhat
13%
Strongly disagree
11%
Don’t know
2%
At the moment, nearly two thirds (63%) do not have access to any specific health benefits, such as private
medical insurance or health cash plans. However, the fact that so many would consider paying for quicker
treatment now reflects an erosion of trust in the NHS.
9% of the respondents to our research said they
pay for private medical insurance 12% of the respondents have dental insurance
19% of the respondents have employers that
pay for private medical insurance for them 6% of the respondents have a health
cash plan
6
7. Online healthcare
The internet has brought health forums, search engines, symptom checkers and other resources that can be
accessed at the touch of a button. People now want answers to health problems instantly. Nearly half (48%) say
that the way they access and seek advice and information about a health issue has changed over the last ten
years.
Rather than book a GP appointment straight away, people are more likely to turn on their computer first. The NHS
has embraced technology with NHS Direct, both online and over the telephone, and this has proved to be very
popular, as 59% use it. However, 59% also use search engines such as Google to find information on a specific
health problem. This shows they are willing to be informed by the online resources that are available, even though
they may not always be official and accurate sources.
When accessing health advice and information, please tick which online sources you
use now that you didn’t ten years ago? Please select all that apply.
59% 20% 35% 59% 4% 16%
NHS Direct Health forums Online symptom Search engine Other Not applicable
checkers (and typing in a
59% 20% 35% specific health
59% 4% 16%
problem)
Women and younger people are more likely to use online sources, as well as professional workers.
When asked what motivates them to use the internet for health information, 31% said they use it to check whether
they actually need to see a healthcare professional. This indicates that people are conscious about booking
appointments, perhaps because they do not have enough free time. 11% who access health information online
say saving time is their main motivation for using the internet.
People also want to understand the health problem they have, with a third using the internet to help them
understand their symptoms.
7
8. What is your main motivation for accessing health information and advice online?
2% Other
Anonymity - I’m too embarassed to see a
2% healthcare professional face to face
To get a second opinion after seeing a
2% healthcare professional
Saves time
11%
To check if I need to
go see a healthcare 31%
professional for my
symptoms
For more information
14% post diagnosis
33% To understand my symptoms
The Government intends to address the public’s desire for information, by making more data available than ever
before. In what it calls a ‘transparency revolution’ it plans to publish data from the NHS, such as the records of GP
practices, the costs of drugs and the success of hospitals in tackling certain conditions.3
Cabinet Office www.cabinetoffice.gov.uk
3
8
9. Sharing personal health information
The internet has provided more opportunities to find health information. However, for information to be accurate
it needs to focus on the individual. Just as with a visit to the GP, people need to talk about their symptoms,
their medical history and treatment to get meaningful advice. The overwhelming majority of people are willing
to disclose some degree of personal information online. Less than a quarter (23%) say they wouldn’t give any
information at all.
55% say they would be willing to give information about their symptoms and half say they would give basic
information such as their age and gender. However, many stop short of going into more detail. Less than a quarter
(23%) would give details about their medical history online.
Again, age is an important factor. Younger people, who are often more comfortable communicating over the
internet, are more likely to disclose personal information. 79% of 18 to 24s say they would give information
compared to 63% of over 65s.
How willing are you or would you be to disclose personal information online (age,
gender, symptoms, medical history) in order to receive more tailored health advice?
I would be
willing to
I would be provide basic
willing to give information I would be I would be I would not
details about such as my willing to give willing to provide any
my current age and my medical provide my personal
symptoms gender history location information Don’t know
55% 50% 23% 11% 23% 5%
This shows that as it stands, the internet cannot replace face to face contact. However, this is likely to change in
the future as the Government is considering allowing GP consultations to take place over online services such as
Skype.
At the moment though the internet is predominately used as a source of information, not another form of
consultation.
38% would be willing to use social media, post a comment on a message board or join a forum. This suggests
that they want to share information with other like minded people and value their opinions.
9
10. People are more comfortable with disclosing personal information if it means they can still speak to a qualified
healthcare professional. More than half (56%) would be happy to have a webchat with a healthcare professional,
via instant messenger. However, only 17% would use live video streaming to speak to a healthcare professional,
suggesting the Government may need to convince people of its plans for online consultations. Perhaps this is
because it does not offer the same time benefits. In a world where microblogging and text messaging are so
important, it appears that people would prefer to use short instant messaging which does not intrude on their daily
or working lives.
In fact, 58% agree that they use online resources because they can fit them into their busy lives, without having to
take time out to see a healthcare professional. This suggests that the relationship with GPs and other
healthcare professionals is transforming in such a way that it is now the healthcare professional that has to fit in
with the patient, not the other way round. It’s more of a case of ‘Doctor, your patient will see you now’. However,
only a third of people believe that consulting a healthcare professional online can replace face to face contact.
Which, if any, of the following methods would you be willing to use to disclose personal
health information?
Webchat with
Webcam
a healthcare Written text on
with
professional ie either a forum or
a healthcare None of these
‘instant messenger’ message board, or
professional ie live
or other chat social media
video streaming
functions
56% 38% 17% 21%
To what extent do you agree or disagree with the following statements?
“I would prefer to consult directly with a healthcare
“Using online health resources means I can fit
professional about a specific health problem via
looking for medical advice into my busy day, instead
online services rather than face to face as this would
of taking time out to see a healthcare professional”
better fit with my busy lifestyle”
58% 19% 20% 3% 32% 20% 45% 3%
Neither agree or
Agree Disagree Don’t know
disagree
10
11. Conclusion
Our research shows that people have genuine concerns about how the NHS will care for them in the future. They
are noticing that costs are rising, such as dental treatment and prescription charges and this is affecting their
family budgets.
They are also concerned about whether the NHS will be able to care for them if they have a serious health
problem in the future. The threat of longer waiting times and stretched NHS budgets are eroding the trust that they
once had. Many are now considering paying to be seen quicker, which shows the level of control and personal
responsibility that people are willing to take. Rather than solely relying on a changing NHS, they want to be
proactive about their own healthcare.
The numbers of people who are using online resources also demonstrates this. They’re now willing to put their
trust in social media sites, search engines and health websites, rather than immediately seeking a GP consultation.
They’re willing to take more responsibility for researching their issue and finding other sources of support and
advice. This thirst for instant information can help people make informed decisions about their healthcare. The
rapid advancement of technology means that this sort of access will only increase over time.
It’s clear that the availability of online resources now means that healthcare is no longer a private issue between
a person and their healthcare professional. People are more willing to share personal health information with
complete strangers online, if it means they can find out more about their symptoms or health problem. Technology
will also play a much greater role over the next decade, as people have shown they are willing to use live
webchats and instant messaging that fits into their busy lives more easily.
Access, information and interaction are now crucial when it comes to healthcare. The Government recognises this
and wants to give patients more control over their healthcare and the information to help them make decisions.
Health plans provide another option for those who want to take more personal responsibility for their health.
However, it’s important that insurance companies and the private sector continually evolve to meet the changing
needs of the UK population.
Methodology
Our research was conducted by YouGov using an online panel. It surveyed 5,097 UK adults aged over 18
between 26 and 28 July 2011. The results are weighted to the profile of the UK’s working population.
About Simplyhealth
We became Simplyhealth after bringing together BCWA, HealthSure, HSA, LHF and Totally Active. We’re
committed to doing the right thing, not just the easy thing, and going the extra mile to deliver a personal service
to our customers. In fact, we’ve been helping people access affordable healthcare for almost 140 years and that’s
because we think health is the most important thing of all.
We use our extensive range of health plans to help individuals, families and companies. These include health
cash plans, dental plans and private medical insurance. They provide cover towards check-ups, treatment and
emergencies, helping people budget for the costs of expected and unexpected healthcare. Our plans currently
help two million people look after their health and 11,000 businesses choose us as their healthcare provider.
Our specialist Simplyhealth Independent Living centres help people get the most out of life through mobility
products and daily living aids. We carry out free home assessments to ensure that we spend time listening to the
needs of every customer.
We care about our communities and last year donated £1.6m to health related charities and good causes. In a
world where so many people can’t be bothered, we’re proud to be the ones that can.
11
12. Simplyhealth contacts
For more information about Simplyhealth, please visit:
www.simplyhealth.co.uk
or contact us using the details below:
If you are interested in healthcare for you and your family:
call 0800 072 6715
If you are interested in mobility products and daily living aids:
call 0800 048 2793
If you are a journalist looking for further information, case studies or an interview:
call 0844 579 2266
email pr@simplyhealth.co.uk
visit www.simplyhealth.co.uk/media-centre
Follow us on Twitter:
@simplyhealthUK
Visit our new Facebook page:
www.facebook.com/SimplyhealthUK
Watch our videos about health cash plans:
www.youtube.com/user/SimplyhealthUK
Simplyhealth
Hambleden House
Waterloo Court
Andover
Hampshire
SP10 1LQ
1108030
Simplyhealth is a trading name of Simplyhealth Access, registered and incorporated in England and Wales, No.183035.
Registered office: Hambleden House, Waterloo Court, Andover, Hampshire, SP10 1LQ. Authorised and regulated by
the Financial Services Authority. Your calls may be recorded and monitored for training and quality assurance purposes.
