Pati tient ent Survey ey 2013 Results are published
CH CH&R &RG Pati tient ent Grou oup p Survey ey 2013 • 866 patients surveyed over two week period (6%). • TH THANK NK YOU OU! • 572 from Roman Gate. • 294 Charles Hicks. • Patient questionnaire: o Include flu clinics – possible bias towards the more vulnerable. o Include pharmacies (~10% responses).
Di Dist stributio ribution n profil file e of sa sample. le.
Number of surveyed 160 Roman an Gate 144 139 140 120 100 81 80 60 60 57 53 40 31 20 7 0 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+
Number of surveyed 90 85 Charles rles Hick cks 80 70 60 54 50 40 34 32 32 31 30 21 20 10 5 0 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+
Age range (60% over 60s) % of surveyed 30% ~60% 26% 25% 23% 20% 15% 13% 10% 10% 10% 9% 8% 5% 1% 0% 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+
22% 35% 20% using 35% using 60% of services 105% of services
Questi tions ns 1 & 2 2: About t acc ccess to GPs. 1. How difficult do you usually find it to get to an appointment to see a GP on the same day?
1. How difficult do you usually find it to get to an appointment to see a GP on the same day? 50% 50% Roman Gate Charles Hicks 45% 45% 40% 40% 35% 35% 14-19 30% 30% 20-29 30-39 25% 40-49 25% 50-59 60-69 20% 20% 70-79 80+ 15% 15% 10% 10% 5% 5% 0% 0% V Difficult Difficult Neutral Easy Very Easy V Difficult Difficult Neutral Easy Very Easy People are neutral about getting to a same day appointment
Questi tions ns 1 & 2 2: About t acc ccess to GPs. 2. Are you always able to get an appointment for the same day when you need it?
2. Are you always able to get an appointment for the same day when you need it? 80% 70% 70% Roman Gate Charles Hicks 60% 60% 50% 50% 14-19 20-29 30-39 40% 40% 40-49 50-59 30% 30% 60-69 70-79 80+ 20% 20% 10% 10% 0% 0% Never Seldom Sometimes Often Always Never Seldom Sometimes Often Always -10% -10% Most people can usually can get same day appointment. 60+ more likely to get same day appointment
Questi tion n 4: Booki king g behaviou our. 4. How do you usually make same day appointments?
4. How do you usually make same day appointments? Roman Gate Charles Hicks 100% 100% 90% 90% 80% 80% 70% 70% 14-19 14-19 60% 60% 20-29 20-29 30-39 30-39 50% 50% 40-49 40-49 50-59 50-59 40% 40% 60-69 60-69 70-79 70-79 30% 30% 80+ 80+ 20% 20% 10% 10% 0% 0% In person By phone On-line On-line the In person By phone On-line On-line the night before night before 80% by phone. In person booking increases slightly with age.
Awarene eness ss of on-line booki king. 3. Are you aware that you can make appointments on-line?
3. Are you aware that you can make appointments on-line? 100% 100% Roman Gate Charles Hicks 90% 90% 80% 80% 70% 70% 14-19 59% 58% 20-29 60% 60% 57% 30-39 51% 48% 48% 40-49 50% 50% 43% 50-59 40% 40% 40% 60-69 40% 40% 70-79 32% 30% 29% 30% 80+ 30% 27% 24% 20% 20% 10% 10% 0% 0% Yes Yes Higher awareness within frequent flyer groups (60+) Higher awareness in 14-60 groups at CH – TV screen advert or staff?
Awarene eness ss of on-line booki king. 6. Did you know that you can make appointments to see your GP on-line for the same day or up to 14 days in advance.
6. Did you know that you can make appointments to see your GP on-line for the same day or up to 14 days in advance. 100% 100% Roman Gate Charles Hicks 90% 90% 80% 80% 70% 70% 14-19 20-29 60% 60% 30-39 40-49 50% 50% 50-59 40% 39% 60-69 40% 40% 70-79 32% 30% 29% 30% 80+ 30% 27% 26% 23% 21% 19% 20% 20% 16% 15% 15% 11% 10% 10% 7% 0% 0% Yes Yes Better awareness by older patients of use of on-line booking.
Awarene eness ss of on-line booki king. 5. Have you registered for the on-line appointment booking and repeat prescription.
5. Have you registered for the on-line appointment booking and repeat prescription. 100% 14-19 20-29 30-39 40-49 50-59 60-69 70-79 100% 14-19 20-29 30-39 40-49 50-59 60-69 70-79 Roman Gate Charles Hicks 90% 90% 80% 80% 70% 70% 14-19 20-29 60% 60% 30-39 40-49 50% 50% 50-59 60-69 40% 40% 70-79 29% 30% 30% 80+ 26% 23% 19% 18% 18% 17% 20% 20% 16% 15% 13% 12% 11% 10% 7% 10% 7% 0% 0% Yes Yes Low take up across the age range.
Awarene eness ss of on-line booki king. 7. If there were more appointments only bookable on-line would you be more likely to use the on- line booking service?
7. If there were more appointments only bookable on-line would you be more likely to use the on-line booking service? 100% 100% Roman Gate Charles Hicks 90% 90% 85% 83% 82% 77% 80% 80% 70% 70% 70% 64% 14-19 63% 61% 61% 60% 20-29 60% 57% 60% 30-39 52% 40-49 50% 50% 45% 50-59 38% 60-69 40% 40% 70-79 29% 30% 80+ 30% 20% 20% 14% 10% 10% 0% 0% Yes Yes Patients under 70 more likely to use on-line booking system if there was an exclusive benefit.
Tech chnology gy usage. 8. Which Smartphone do you have – if any?
7. If there were more appointments only bookable on-line would you be more likely to use the on-line booking service? 70% 70% Roman Gate Charles Hicks 60% 60% 50% 50% 14-19 40% 40% 20-29 30-39 40-49 30% 30% 50-59 60-69 20% 70-79 20% 80+ 10% 10% 0% 0% Android iOS Windows 8 Blackberry Other Other No Don’t Cellphone know Affluent area. 80% Smartphone connectivity. 70+ group unconnected.
Obse Ob servations: ations: 1. 20% of patients using 60% of services. Growth in 60+ population will place unsustainable demand within fixed budgets. 2. Despite the complaints by vocal minority , most people can access GPs on the same day, most of the time – for the moment. 3. 80% book same day appointments by phone, but with increasing age, we increasingly book in person – current t generati ation on. 4. People 40+ more likely to be aware of on-line booking and its benefits, but few patients in any age group are using it. 5. Slightly greater awareness of on-line booking at CH – TV screen advert or promotion by staff? 6. Higher than national average use of iOS (affluence measure). 80%+ connectivity. 7. 70+ age group unconnected. Risk of healthcare disadvantage BUT compensated by increased availability via gatekeepers. Opportunity to make significant cost savings by moving most of the people to current FREE on-line booking for most of their booking transactions.
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