Results are published CH CH&R &RG Pati tient ent Grou - - PowerPoint PPT Presentation

Pati tient ent Survey ey 2013 Results are published

• 866 patients surveyed over two week period (6%).
• TH

THANK NK YOU OU!

• 572 from Roman Gate.
• 294 Charles Hicks.
• Patient questionnaire:
• Include flu clinics – possible bias towards the

more vulnerable.

• Include pharmacies (~10% responses).

CH CH&R &RG Pati tient ent Grou

• up

p Survey ey 2013

Di Dist stributio ribution n profil file e of sa sample. le.

7 31 60 53 81 144 139 57 20 40 60 80 100 120 140 160 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Roman an Gate

Number of surveyed

5 34 21 32 32 54 85 31 10 20 30 40 50 60 70 80 90 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Charles rles Hick cks

Number of surveyed

1% 8% 9% 10% 13% 23% 26% 10% 0% 5% 10% 15% 20% 25% 30% 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Age range (60% over 60s) ~60% % of surveyed

22% 35% 20% using 60% of services 35% using 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?

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% V Difficult Difficult Neutral Easy Very Easy 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Roman Gate

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% V Difficult Difficult Neutral Easy Very Easy

Charles Hicks

1. How difficult do you usually find it to get to an appointment to see a GP on the same day? 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?

• 10%

0% 10% 20% 30% 40% 50% 60% 70% Never Seldom Sometimes Often Always

• 10%

0% 10% 20% 30% 40% 50% 60% 70% 80% Never Seldom Sometimes Often Always 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Roman Gate Charles Hicks

2. Are you always able to get an appointment for the same day when you need it? 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

• ur.

4. How do you usually make same day appointments?

• 4. How do you usually make same day appointments?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% In person By phone On-line On-line the night before 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+ 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% In person By phone On-line On-line the night before 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

80% by phone. In person booking increases slightly with age.

Roman Gate Charles Hicks

Awarene eness ss of on-line booki king. 3. Are you aware that you can make appointments

• n-line?

40% 29% 30% 40% 43% 59% 58% 48% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes 27% 24% 32% 40% 51% 57% 48% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Roman Gate Charles Hicks

3. Are you aware that you can make appointments on-line? 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.

19% 15% 11% 16% 27% 32% 30% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+ 40% 21% 15% 23% 39% 29% 26% 7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes

Roman Gate Charles Hicks

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. 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.

7% 15% 23% 29% 18% 12% 19% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes

14-19 20-29 30-39 40-49 50-59 60-69 70-79

13% 18% 11% 16% 26% 17% 7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

14-19 20-29 30-39 40-49 50-59 60-69 70-79

Roman Gate Charles Hicks

5. Have you registered for the on-line appointment booking and repeat prescription. Low take up across the age range.

Awarene eness ss of on-line booki king.

• 7. If there were more appointments only bookable
• n-line would you be more likely to use the on-

line booking service?

60% 82% 85% 52% 61% 64% 38% 29% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes 57% 70% 83% 77% 63% 61% 45% 14% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Roman Gate Charles Hicks

7. If there were more appointments only bookable on-line would you be more likely to use the on-line booking service? 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?

0% 10% 20% 30% 40% 50% 60% 70% Android iOS Windows 8 Blackberry Other Other Don’t know No Cellphone 0% 10% 20% 30% 40% 50% 60% 70% 14-19 20-29 30-39 40-49 50-59 60-69 70-79 80+

Roman Gate Charles Hicks

7. If there were more appointments only bookable on-line would you be more likely to use the on-line booking service? Affluent area. 80% Smartphone connectivity. 70+ group unconnected.

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

• n.

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.

Ob Obse servations: ations:

Opportunity to make significant cost savings by moving most of the people to current FREE on-line booking for most of their booking transactions.