december 2014 nhs choices satisfaction survey

Customer Insight Public Information 1

Customer Satisfaction Survey Wave 10, January 2015

January 2015


Contents

1. Introduction

• Purpose of survey

• Sample and methodology

2. Headline messages

3. How do users get to NHS Choices?

4. Who is using NHS Choices?

• Profile of personal users

• Profile of professional users

5. How is NHS Choices used?

• Reasons for visiting

• Frequency of visit

6. To what extent does NHS Choices meet user needs?

• Do users get what they want

from the site?

• Rating the user experience

• Use of on-site search

7. How likely are users to be satisfied with their visit to NHS Choices + recommend it and use it again?


Introduction


Introduction

• This report gives the findings from the 10th wave of the NHSC customer

satisfaction survey. The findings are based on data collected between

23/12/2014 and 12/01/2015

• The purpose of the survey is to:

• Track user satisfaction and advocacy over time

• Understand the user experience of different types of site user

• Establish their main reasons for visiting the site

• Understand whether users found what they were looking for

• Identify what improvements are needed to enhance the site

• New questions were added to this wave about disabilities and long term

conditions, and some functionality around the site

• Some questions were revised :

• Answers to multi-code/closed question on reasons for coming to

Choices

• Parent questions: Identifying parents of non dependent as well

as dependent children


Sample and Methodology

Type of survey Online pop-up survey on selected pages of the NHS Choices website

Methodology Online self completion survey

Fieldwork dates 23rd December 2014 to 12th January 2015

Sample Total sample completes n=4399, Personal users n=4,081 Professional users n=303

Sample distribution General public – all responding users of NHS Choices

Previous research

conducted

Previous waves of the customer satisfaction survey have been conducted as follows:

- Wave 1: Nov 2008 (Ipsos MORI)

- Wave 2: July 2010

- Wave 3: Nov/Dec 2010

- Wave 4: Apr 2011

- Wave 5: Dec 2011

- Wave 6: Jul/Aug 2012

- Wave 7: May 2013

- Wave 8: Dec 2013/Jan 2014

- Wave 9: Jul/Aug 2014

- Wave 10: Dec 2014

Other information Users completed the survey via a pop-up invitation hosted on the 40 most commonly

visited website pages

Where percentage results do not sum to 100%, this is due to computer rounding or

questions that permit multiple responses

The base sizes denote all respondents to each question/statement unless stated

Wave 1 of the survey was delivered by Ipsos MORI in November 2009. The survey content

was changed after wave 1 to reflect COI requirements on how Government websites

should collect and measure user feedback. This means the results from survey wave 1 are

not directly comparable with subsequent waves.


URLS from which the survey was launched (1) Top 40 most popular URLs used as survey invite pages

Base: all respondents n =4,674 Participants joining survey from

each page

% Number

/symptomcheckers/pages/symptoms.aspx 26% 1,154

/Search/Pages/Results.aspx 17% 732

/NHSEngland/Healthcareabroad/EHIC/Pages/about-the-ehic.aspx 8% 369

/Pages/HomePage.aspx 8% 348

/Conditions/Pages/hub.aspx 5% 219

/Services/GP/Overview/DefaultView.aspx 4% 175

/conditions/Chest-infection-adult/Pages/Introduction.aspx 2% 95

/Services/hospitals/Overview/DefaultView.aspx 2% 94

/Services/dentists/Overview/DefaultView.aspx 2% 90

/Services/hospitals/ReviewsAndRatings/DefaultView.aspx 2% 86

URL link unknown 2% 74

/conditions/stomach-ache-abdominal-pain/Pages/Introduction.aspx 2% 73

/conditions/cough/pages/introduction.aspx 2% 72

/Service-Search 2% 71

/Livewell/healthy-living/Pages/height-weight-chart.aspx 1% 63

/Services/GP/ReviewsAndRatings/DefaultView.aspx 1% 57

/Conditions/Irritable-bowel-syndrome/Pages/Introduction.aspx 1% 53

/conditions/chest-pain/Pages/Introduction.aspx 1% 47

/conditions/norovirus/pages/introduction.aspx 1% 42

/Livewell/tiredness-and-fatigue/Pages/medical-causes-of-tiredness.aspx 1% 37

/conditions/urinary-tract-infection-adults/Pages/Introduction.aspx 1% 35


URLS from which the survey was launched (2)

Top 40 most popular URLs used as survey invite pages

Base: all respondents n =4,674 Participants joining survey from

each page

% Number

/NHSEngland/AboutNHSservices/Emergencyandurgentcareservices/Pages/NHS-

111.aspx 1% 35

/Services/GP/MapsAndDirections/DefaultView.aspx 1% 34

/Services/Hospitals/Services/Service/DefaultView.aspx 1% 33

/Conditions/Tonsillitis/Pages/Introduction.aspx 1% 33

/services/hospitals/services/defaultview.aspx 1% 32

/conditions/chickenpox/Pages/Introduction.aspx 1% 31

/conditions/lumps-swellings/Pages/Introduction.aspx 1% 31

/conditions/swollen-glands/Pages/Introduction.aspx 1% 31

/conditions/Sore-throat/Pages/Introduction.aspx 1% 31

/Services/GP/Staff/DefaultView.aspx 1% 27

/Services/dentists/MapsAndDirections/DefaultView.aspx 0% 21

/Services/pharmacies/Overview/DefaultView.aspx 1% 20

/Services/hospitals/MapsAndDirections/DefaultView.aspx 0% 18

/conditions/hand-foot-and-mouth-disease/Pages/Introduction.aspx 0% 15

/Conditions/vaginal-discharge/Pages/Introduction.aspx 0% 10

/medicine-guides/pages/default.aspx 0% 7

/chq/pages/948.aspx (How soon can I do a pregnancy test?) 0% 4

%url% 1% 37


Headline messages


There is a lot that users like about NHS Choices,

and the majority (70%) are satisfied with their visit

reliable, easy to use and

information is well

presented

Easy to use, no waiting time,

you get an immediate

response & can decide if you

need to go in to see your GP

Reliable info at the click of a

button

It is the only medical website

that I trust


Visit satisfaction, likelihood to recommend and

likelihood to use all slightly rose on the previous

wave - this may possibly be the result of the Dec

refresh . However it remains lower than highest

recorded measures

Visit satisfaction = 70% (vs. 68% in July 14, but 76% in April 11)

Likelihood to recommend = 79% (vs. 73% in July 14, but 83% in July 10)

Likelihood to use again = 88% (vs. 84% in July 14, but 90% in April 11)

Visit satisfaction = % Very satisfied/satisfied / Likelihood to recommend = % Definitely/probably / Likelihood to use again = % Definitely/probably


Measures around site usability, layout and accuracy

of information also rose slightly on the previous wave

Ease of using the site = 84% (vs 81% in Jul 14)

Attractiveness of design = 75% (vs 73% in Jul 14)

Ease of finding information/services = 74% (vs 72% in Jul 14)

Info that was clear and easy to understand = 80% (vs 78% in Jul 14)

Accurate and up-to-date information = 68% (vs 64% in Jul 14)

All user experience indicators = % Very good/good


There continues to be a fall in the proportion who

say they used the main on-site search !

44% of Dec 14 respondents used on-site search vs.

49% in July/Aug 14

52% in Dec 13/Jan 14

54% in May 13

58% in Aug 12


For this wave, full analysis was carried out on

respondents’ verbatim answers to the question

“Why exactly are you visiting Choices today?”

• Investigating symptoms is a key driver for visiting Choices

“Symptom” is the most mentioned word in response to this question, being

mentioned 619 times

• Seeking information on services (Dr’s, Hospitals, Dentists etc.) is another major

driver along with renewing EHIC cards and validating a suspected illness

?


! A significant minority of users identified a number of

areas where they feel the site can improve.

Search and navigation

Accuracy of info and how frequently it is updated (Service information in particular)

Better information around symptoms/improved symptom checker

More/more detailed information

Improvement list

Site’s technical problems

Increase reviews and comments and help reviewers to feel acknowledged


Survey findings


Understanding this report

Statistically significant % increase

Statistically significant % decrease

Where percentage results do not sum to 100% this is due to computer

rounding or questions that permit multiple responses

Base sizes are noted at each question, and for each wave of research

‘Single code’ questions permit a single response

Open ended – respondents give a verbatim response

‘Multicode’ questions permit one or more responses

Significant differences between the latest survey wave and the previous

waves are highlighted throughout this report:


How do NHS Choices users

get online?


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

A laptop/netbook

A desktop PC

A tablet (e.g. iPad)

A mobilephone/smartphone

Another kind of mobiledevice (e.g. iPod touch,PSP)

An internet-enabled TV

Other device notmentioned above(please specify)

Q. Which of the following devices have you ever used to look up online health and

social care information?

MULTICODE

Laptop/desktop usage rose slightly from last wave’s dip.

Mobile/tablet usage continues to increase

67%

62%

50%

45%

5%


The majority (36%) use a laptop to access NHS Choices when

completing the survey

1%

14%

24%

26%

36%

Another kind of mobile device (e.g.iPod touch, PSP)

A mobile phone/smartphone

A desktop PC

A tablet (e.g. iPad)

A laptop/netbook

It is worth noting that people are less likely to complete a survey on their smartphone

Q. Which of the following devices are you using to access NHS choices today?

SINGLE CODE


The majority of personal users access NHS Choices via a search engine.

Typing the site link and/or having it bookmarked is much more common with

professional users

Q. How did you get to NHS Choices today?

Base: all respondents n= 4,394 , personal users n=4,091 , all responding professional users n= 303

SINGLE CODE

5%

2%

2%

1%

1%

1%

4%

1%

1%

4%

3%

3%

13%

2%

3%

14%

11%

12%

59%

80%

78%

0% 20% 40% 60% 80%

Professional

Personal

All Users

Via Google or anothersearch engine

Typed in the address

Addressbookmarked/favourite

Link from a website

Link from an email

Via a link fromFacebook/Twitter/othersocial networking site

Other


Who is using NHS Choices?


Personal use

93%

Professional use

7%

Personal use (Base: 4,081)

For myself 75%

For a member of family (adult including adult children) 10%

For a member of family (child) 6%

For a friend or other relative 3%

Professional use (Base: 303)

As a health professional

(e.g. checking ratings for surgery/the local area, to get

information for my patient)

38%

Other professional use

(e.g. journalists research, teaching)

45%

As a professional looking for someone else as part of my

job

(e.g. librarian, local authority)

17%

Q. Were you mainly using the site for yourself, for someone else, or professionally today?

Personal users account for just over nine in every ten

visitors. This is a rise of 3% points on the previous wave

Base: 4395 respondents

SINGLE CODE

Personal users connection with the NHS

8% personally work for NHS (319 people)


23%

-

1%

1%

1%

2%

2%

2%

2%

2%

2%

3%

4%

5%

8%

8%

8%

10%

18%

Other

School nurse

Health visitor

Practice nurse

Student nurse

Health trainer

Medical student

Midwife

Community/district nurse

Pharmacist

Hospital-based doctor/consultant

Hospital-based nurse

NHS management (e.g. PCT manager)

Specialist nurse working in primary care

GP

Hospital-based administrator

Medical receptionist/secretary / administrator

Other allied health professional

Practice managerHealth related professionalusers (Base: 115)

Practise managers, allied health professionals, medical

administrators and GPs are the top 3 professional user-types

Q. What is your job role? (Profile of healthcare professional users)

SINGLE CODE


The majority of personal users are female and aged 25-64

Gender Age

Profile of personal users (Note: customer satisfaction survey respondents are self-selecting, so the profile of site users recorded in NHS Choices omnibus research from January 2014 should be considered a truer reflection of the site’s user base.)

Base: all responding personal users = 4,076 Base: all responding personal users = 4,080

25% (38% in NHSC nat rep

omnibus, Jan 14)

73% (62 % in NHSC nat

rep omnibus, Jan 14)

SINGLE CODE SINGLE CODE

2%

3%

11%

20%

20%

16%

14%

5%

6%

4%

Prefer not to answer

75+

65-74

55-64

45-54

35-44

25-34

20-24

16-19

15 and under


Care provider

Carer for family

member

84%

Carer for

friend/other

relatives

23%

Base: all responding personal users = 4,078

28%

67%

MULTICODE

SINGLE CODE

Just over a quarter of personal users are carers: the majority of

them care for a family member

Of these people (base: 1,152)


Yes 6%

No 89%

Prefer not to say 3%

Don't know 2%

6% of personal users have a disability that affects

their use of NHS Choices

Disability Disability

Base: all responding personal users = 4079

Base: all responding personal users with a disability = 283

Q. Do you have a disability that may affect how you use NHS Choices?

Q. How, if at all, does this disability limit your use of NHS Choices?

SINGLE CODE MULTICODE

0%

0%

3%

5%

7%

7%

9%

10%

11%

18%

18%

41%

Severely sight impaired (blind)

British sign language user

Hearing loss (severe/profound)

Difficulty in speaking orcommunicating

Problems using a touch screen device

Sight impaired (partially sighted)

Hearing loss (mild/moderate)

Problems due to learning difficulties

Problems using a mouse/keyboard

Problems due to mental healthdifficulties

Other (please specify)

Problems walking about

New question


Yes 38%

No 52%


Don't know 3%

38% of personal users have a LTC, with asthma, diabetes and

blood pressure issues being the most common conditions

Base: all responding personal users = 4080

Base: all responding personal users with a long term condition = 1,450

Q. Do you have any other long term health conditions or illnesses that require you to have regular medical care or check-ups?

Q. Most common conditions

SINGLE CODE OPEN-ENDED – CLARABRIDGE ANALYSIS

34

38

42

60

63

64

77

121

146

162

228

0 50 100 150 200 250

Spine/Back issues

Anxiety

COPD

Heart and heart related problems

Cancer

Thyroid issues

Arthritis

Depression

Blood pressure issues/Hypertension

Diabetes

Asthma

No of mentions

New question


23% of personal users are expectant parents or parents with

dependent children under the age of 18. 17% have 18+

children only

Parent/expectant parent

Ages of children living with personal users

Base: all responding personal users who are parents/expectant parents = 1,817


Q. Are you a parent or an expectant parent? (includes parents of children 18+)

Q. What are the ages of the children living with you?

SINGLE CODE

MULTICODE

Yes 45%

No 53%


4%

17%

23%

16%

10%

45%

12%

I am expecting a child

Child/children aged 0-4




Child/children aged 18+

Prefer not to answer


Revised question

23%

17%

3% 5%

53%

Parents with dependent children/Expectantparents*

Parents with 18+ children only

Those that did not say whether they are aparent

Parents who did not indicate the age of theirchildren

Non parents


Female respondents are more likely to be younger, have kids & visit

frequently, vs. men who are more likely to be older, first time visitors and have

a LTC. Younger respondents are most likely to visit monthly or more

Profile of personal users (demographic crossbreaks)

TOTAL

(N = 4,079) Male (1,013)

Female

(2,974)

24 and under

(597)

25 – 54

(2,040) 55+ (1,365)

Male 25% 16% 18% 40%

Female 73% 82% 81% 59%

24 and under 15% 9% 16%

25-54 50% 37% 56%

55+ 33% 54% 27%

LTC – Yes 38% 43% 37% 24% 35% 52%

LTC – No 52% 48% 53% 65% 57% 39%

Dependent children in

household/Expectant parents 23%

14% 26% 5% 42% 4%

No dependent children/No children 77% 86% 74% 95% 58% 96%

At least monthly user 27% 21% 29% 55% 27% 16%

Less than monthly user 49% 45% 50% 31% 54% 48%

First time user 18% 28% 15% 8% 14% 30%

Care provider 28% 25% 29% 19% 28% 34%

Not a care provider 67% 72% 67% 76% 68% 64%

Works for NHS 8% 4% 9% 4% 11% 4%

Doesn’t work for NHS 92% 96% 91% 96% 89% 96%

How to read: find the column (female), read down (16%)

and then across (24 and under). This tells us 16% of

female users are aged 24 and under


Profile of personal users (demographic crossbreaks) How to read: find the column (Monthly user), read down

(79%) and then across (Female). This tells us 79% of

monthly users are Female

Frequent users are more likely to be female, 24 and under and to be a care provider

TOTAL

(N = 4,079 )


household (926)

No dependent

children/No children

in household (3,153)

At least monthly user

(1,109)

Less than monthly

user (1,979) First time user (752)

Male 25% 15% 28% 19% 23% 38%

Female 73% 84% 70% 79% 75% 60%

24 and under 15% 3% 18% 29% 9% 6%

25-54 50% 92% 38% 49% 56% 38%

55+ 33% 4% 42% 20% 33% 54%

LTC – Yes 38% 32% 40% 39% 38% 39%

LTC – No 62% 62% 49% 51% 53% 52%


household/Expectant

parents

23% 20% 25% 16%

No dependent

children in household

/No children

77% 80% 75% 84%

At least monthly user 27% 28% 31%

Less than monthly

user 49% 54% 45%

First time user 18% 13% 19%

Care provider 28% 29% 28% 31% 28% 27%

Not a care provider 67% 68% 67% 66% 69% 67%

Works for NHS 8% 11% 7% 11% 7% 6%

Doesn’t work for NHS 92% 89% 93% 89% 93% 94%


Carers and those with disabilities that affect their use of Choices are more likely than non-carers and

those without disabilities to have an LTC. NHS workers visit more often than non-NHS workers

Profile of personal users (demographic crossbreaks)

TOTAL

(N = 4,079)

LTC –

Yes

(1,568)

LTC –

No

(2,114)

Have a

disability

affecting

use of

Choices

(255)

Do not have a

disability

affecting use

of Choices

(3,618)

Care provider

(1,152)

Not a care

provider

(2,742)

Works for

NHS (319)

Doesn’t work

for NHS

(3,765)

Male 25% 28% 23% 34% 24% 22% 26% 13% 26%

Female 73% 71% 75% 62% 75% 76% 72% 84% 72%

24 and under 15% 9% 18% 9% 15% 10% 16% 8% 15%

25-54 50% 45% 55% 42% 51% 49% 51% 70% 48%

55+ 33% 45% 25% 47% 33% 50% 32% 19% 35%

LTC – Yes 38% 77% 36% 45% 37% 31% 39%

LTC – No 52% 15% 57% 45% 56% 61% 51%


household/Expectant parents 23% 19% 27% 16% 24% 24% 23% 31% 22%

No dependent children in

household /No children 77% 81% 73% 84% 76% 76% 77% 69% 78%

At least monthly user 27% 28% 27% 33% 27% 30% 21% 38% 26%

Less than monthly user 49% 48% 50% 35% 50% 47% 40% 43% 49%

First time user 18% 19% 19% 24% 18% 18% 22% 14% 19%

Care provider* 28% 33% 25% 39% 28% 30% 28%

Not a care provider* 67% 64% 73% 54% 69% 67% 67%

Works for NHS 8% 6% 9% 4% 8% 8% 8%

Doesn’t work for NHS 92% 94% 91% 96% 92% 92% 92%

How to read: find the column (works for NHS), read

down (8%) and then across (24 and under). This tells us

8% of those who work for the NHS are 24 and under


How is NHS Choices used?


Q. Why exactly are you visiting NHS Choices today?

The most popular reason for visiting Choices is to investigate

symptoms

• Respondents’ reasons for visiting Choices were analysed using Clarabridge software*

• What they said divides into the following themes

• Further definition and analysis of the themes are in the following slides

Base: 4,390

Reason visiting

Choices

% of all

mentions

No of

mentions

Investigating

symptoms

35% 1,519

Information on

services

15% 661

Actions around

EHIC card

9% 388

Validation of a

suspected illness

7% 306

Information on

long term

conditions

(including specific

cancers)

3% 130

Weight, BMI and

diet

3% 112

OPEN ENDED

Reason visiting Choices % of all

mentions

No of

mentions

Medicines 2% 91

Information needed for

studies

1% 56

Mental health 1% 50

Sexual health 1% 46

Pregnancy 1% 40

Cancer 1% 25


Overarching theme: Investigating symptoms (1,519 mentions) % of symptom

mentions

No of

mentions

Symptomatic body part

e.g. “To find an explanation for a tummy ache”

49% 738

Other symptom types (Cough, rash etc)

e.g. “Checking information on rashes”

33% 496

Mentions of symptoms/symptom checker with no other specific details

e.g. “worried about some symptoms”

22% 330

Symptomatic organ/glands/tissue

e.g. “Keep having heart palpitations that hurt so I needed to use the symptom checker”

10% 145

Within symptoms, respondents were most likely be investigating a

symptomatic body part or other types of symptoms such as coughs

Q. Why exactly are you visiting NHS Choices today? OPEN ENDED

Base: 4,390


Overarching theme: Information on services (661 mentions) % of Services mentions No of mentions

Doctor/GP:

• Finding a Dr/GP

• Do I need to go to the Dr?

• Contact details

• Reviews/complaints

• Appointments

• Opening times/Out of hours

56%

16%

14%

8%

6%

5%

4%

369

108

93

51

40

33

26

Hospital:

• Reviews/Ratings

• Questions around A&E and/or whether to visit A&E

• Visiting/Contact details

• Map and location information

• Find a hospital

• Appointment

25%

5%

4%

4%

3%

2%

2%

164

35

26

26

19

12

10

Dentist:

• Find a dentist

14%

8%

94

51

Pharmacies:

• Find a pharmacy

6%

4%

37

28

Emergency/urgent care 3% 23

The majority of people with a service enquiry had an enquiry

related to GPs




Validation of a suspected illness (306 mentions) % of validation mentions No of mentions

Flu and Colds

e.g. “Looking for the symptoms of flu and their duration”

56% 170

Chickenpox

e.g. “Checking symptoms and duration of chickenpox”

10% 31

Tonsillitis

e.g. “To identify whether or not I have tonsillitis”

10% 31

Norovirus

e.g. “I have Norovirus and am looking at the way to best treat it”

8% 23

Urinary tract infection

e.g. “To look at the symptoms of a UTI because I think I might

have one”

7% 22

Pneumonia

e.g. “I may have pneumonia”

5% 14

Those looking to validate a suspected illness are most likely to

be looking to validate colds and flu

Base: 4,390


Information on long term conditions -

including specific cancers (130 mentions)

% of conditions mentions No of mentions

Depression

e.g. “to look into Depression”

17% 22

IBS

e.g. “Looking in to the difference between IBS

and Crohn’s disease as I have been diagnosed

with IBS but it is getting worse”

15% 20

Diabetes

e.g. “I need to know if I have diabetes”

13% 17

Arthritis

e.g. “I have recently been diagnosed with

osteoarthritis and thought I would have a look

and see what information I could find out”

9% 12

Asthma

e.g. “To read about asthma and to see why I

got it”

9% 12

High blood pressure

e.g. “Find out current guidance for

management of high blood pressure”

8% 10


The most common conditions people say they are

investigating on Choices are depression, IBS and diabetes

Base: 4,390


Users were also asked to pick out their reason for visiting

from a predefined list

Q. Why did you come to the site today? (Top 4 reasons from a provided list)

1. Information and

advice on

symptoms

2. Information and

advice on how to

treat a health

condition

3. General

Information about

a medical

condition

40% 27% 26%

MULTICODE

Base: all respondents = 4,395

4. Information on

whether a medical

consultation is

needed

24%

Revised question


Q. Why did you come to the site today? MULTICODE

Medical information

net % score:

65%

Service

information net %

score:

28%

Revised question

The biggest percentage of respondents claimed to be

investigating symptoms, matching the open ended question

17%

3%

5%

2%

4%

4%

5%

7%

7%

8%

11%

24%

26%

27%

40%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Something else

Health news

Information to help lose weight/eat more healthily

Comments posted by other users about their experiences of usingDentists

Comments posted by other users about their experiences of usingspecialist health services (such as hospital, urgent care or maternity…

Comments posted by other users about their experiences of using GPs

Information about services to help prepare for a future health appointment

Information (medical) to help prepare for a future health appointment

Information to help choose an NHS service

Contact details for a health professional (such as a GP, nurse or dentist)

Information about NHS services

Information to help to determine whether a medical consultation isneeded

Information about a medical condition (general)

Information and advice on how to treat a health condition

Information and advice on symptoms


Revised question Q. Why did you come to the site today?

MULTICODE

79%

27%

67%

29%

55%

28%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Medical Information (Net % score) Service information (Net % score)

24 and under 25-54 55+

A higher proportion of young people look up medical information

compared to other age groups. Similar proportions across the age

groups look up service information*

*25% of those 55+ claim to have come to Choices for a reason not in the list compared to 9% of those 24 and under and 15% of 25-54 year olds


Professional and personal users have differing needs

Personal users are most likely to be investigating symptoms

Professionals are looking at services

Q. Why did you come to the site today?

Base: all responding personal users n= 4,091 , all responding professional users n=303

MULTICODE

2%

3%

4%

4%

5%

5%

7%

7%

7%

9%

17%

26%

26%

27%

41%

4%

8%

9%

11%

4%

6%

5%

9%

18%

25%

25%

5%

24%

18%

18%

0% 10% 20% 30% 40% 50%

Comments posted by other users about their experiences of using Dentists

Health news

Comments posted by other users about their experiences of using…

Comments posted by other users about their experiences of using GPs

Information to help lose weight/eat more healthily

Information about services to help prepare for a future health appointment

Information (medical) to help prepare for a future health appointment

Information to help choose an NHS service

Contact details for a health professional (such as a GP, nurse or dentist)

Information about NHS services

Something else (please specify)

Information to help to determine whether a medical consultation is needed

Information about a medical condition (general)

Information and advice on how to treat a health condition

Information and advice on symptoms

Professional Users

Personal Users

Revised question


Q. How often have you used the NHS Choices website in the last 12 months?

Overall by wave

Professional users and those aged <24 are most likely to visit monthly, as

seen in previous waves. Those 55+ are more likely to be first time users

Base: all responding users (as stated)

SINGLE CODE

38%

35%

30%

41%

44%

47%

17%

18%

18%

4%

4%

6%

Dec/Jan 14

Jul/Aug 14

Dec/Jan 2015

At least monthly user Less than monthly First time user Don't know

16%

27%

55%

29%

21%

72%

27%

48%

54%

31%

50%

45%

19%

49%

30%

14%

8%

15%

28%

6%

18%

6%

5%

7%

5%

6%

4%

6%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

55+ (Base: 1,365)

25-54 (Base: 2,040)

24 and under (Base: 597)

Female (Base: 2,975)

Male (Base: 1011)

Professional (Base: 302)

Personal (Base: 4068)


Does NHS Choices meet user needs?


66% got most/everything they wanted from their visit, an improvement

on the last survey

39%

36%

45%

38%

40%

41%

41%

39%

46%

26%

25%

22%

25%

23%

24%

23%

23%

20%

22%

23%

21%

23%

21%

20%

21%

20%

19%

13%

15%

12%

14%

16%

16%

15%

18%

15%

Got everything I wanted Got most of what I wanted Got some of what I wanted Got none of what I wanted

65%

64%

62%

63%

Q. Did you get what you wanted from the NHS Choices website?

64%

May 2013 ( n=3,147)

Aug 2012 (n=2,452)

Dec 2013 (n=2,609)

Jul 2014 (n=4,674)

Dec 2011 (n=4,047)

Apr 2011 (n=2,011) 67%

Jul 2010 (n=2,052)

65%

Base: all responding users (as stated)

Nov 2010 (n=1,534)

61%

SINGLE CODE

Dec 2014 (n=4,395)

66%


Got everything/most of what I wanted Base

All respondents 66% 4,395

Male 65% 1,013

Female 68% 2,975

24 and under 76% 597

25-54 68% 2,040

55+ 61% 1,366

LTC – Yes 65% 1,568

LTC – No 70% 2,114

Children aged 17& under– Yes 70% 926

Children aged 17& under – No 65% 3,465

At least monthly user 75% 1,325

Less than monthly user 64% 2,035

First time user 61% 769

Personal users 66% 4,092

Professionals 66% 303

Those 24 and under are most likely to say they got everything or most

of what they wanted from their visit

Q. Did you get what you wanted from the NHS Choices website? SINGLE CODE

Key: = Demographic group with

highest % = Demographic group with

lowest %


Definitive information on symptoms and complete accurate

service information are key areas for improvement

What they could not find

(2,080 mentions)

% of all mentions of what

couldn’t be found

No of mentions as an area

where not all the information

wanted could be found

No of mentions as a reason

for visiting Choices*

Definitive identification/advice on

symptoms

22% 448 1,519

Complete/accurate service

information

18% 364 661

More detailed information on

medication and/or side effects

3% 66 87

Confirmation/more detailed

information/treatment advice for

the illness they are trying to

validate

3% 64 306

More information on long term

conditions

2% 37 130

Renewing EHIC link or

information on renewing in

special circumstances (non UK

citizen, etc)

1% 27 388

Base: all responding personal users who didn’t get everything they wanted from NHS Choices n: 2080

Further definition and analysis of the themes/areas are in the following slides

Q. What couldn’t you find that you were expecting to?


Overarching theme: Definitive identification/advice on symptoms

(448 mentions)

% of

mentions

under this

theme

No of

mentions

as

something

that could

not be

found

No of

mentions

as a reason

to come to

Choices

Mentions of symptoms/symptom checker with no other specific

details

e.g. “When trying the symptom checker the questions were too broad for

my complaint.”

44% 199 330

Symptomatic body part

e.g. “I wanted to know whether my chest pain could be a chest infection”

31% 138 738

Other symptom types (Cough, rash etc.)

e.g. “Whether it was flu or strep throat or tonsillitis”

23% 105 496

Symptomatic organ/glands/tissue

e.g. “On the list of symptoms there was nothing about pain in organs, i.e,

my kidney area pain”

9% 42 145


Respondents often do not detail their specific symptoms when

discussing what they could not find on the site*


Overarching theme: Information on services (364 mentions) % of mentions

under this

theme

No of mentions as

something that

could not be found

No of mentions

as a reason to

come to Choices

Doctor/GP:

• Do I need to go to the Dr?

• Contact details & names

• Finding a Dr/GP

• Appointments

• Opening times/Out of hours

• Reviews/complaints

51%

13%

6%

6%

4%

4%

2%

187

49

23

21

15

15

8

369

93

51

108

33

26

40

Hospital:

• Questions around A&E/Whether to visit A&E

• Visiting/Contact details

• Map and location information

• Appointment

32%

8%

8%

4%

2%

115

28

27

15

7

164

26*

26*

19

10

Dentist:

• Find a dentist

• Review/Complaints

10%

1%

1%

38

5

5

94

51

3

Pharmacies:

• Find a pharmacy

8%

2%

29

8

37

28

Emergency/urgent care 5% 17 23


Information on hospitals could be a key area of concern


What they could not find (2,080 mentions) % of all

mentions of

what couldn’t

be found

No of mentions as

an area where not

all the information

wanted could be

found

No of mentions

as a reason for

visiting Choices

More detailed information on medication and/or side

effects

e.g. “Did not tell me if there is any impact on the effectiveness

of the oral contraceptive when taking medication for thrush”

3% 66 87

Confirmation/more detailed information/treatment advice

for the illness they are trying to validate

e.g. “It told me to consult a GP but all I was looking for was

some self help advice to treat my flu at home”

3% 64 306

More information on long term conditions

e.g. “More in depth information on IBS”

2% 37 130

Renewing EHIC link or information on renewing in special

circumstances (non UK citizen, etc)

e.g. “I could not find out if I can get the card sent quicker than

10 days”

1% 27 388


Information on medication and side effects is also lacking


Q. Please rate the NHS Choices site for the following aspects (% rated very good/good)

This wave saw a slight recovery in positive views on user

experience

SINGLE CODE FOR EACH STATEMENT

Ease of

use

81% 73% 72% 78% 64%

88% 80% 79% 85% 76%

Attractive-

ness of

design

Ease of

finding info

Info that is

clear/ easy to

understand

Accurate/

up to date

info

Apr

2011

Jul/Aug

2014

NHS Choices customer satisfaction survey: April 2011 base = 2,011 responding users, Jul/Aug 2014 base = 4,674

-7% -7% -7% -7% -12%

84% 75% 74% 80% 68% Dec

2014


Over eight in ten users say the site’s ‘ease of use’ is good – those aged 24<,

monthly visitors and those with children 17 or under are most positive

86% 84% 88%

84% 85% 84% 84%

81% 84%

4% 7% 4%

5% 6% 6% 6% 7%

9%

9% 9% 8% 11% 9% 9% 10% 10%

6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul 10(n=2052)

Nov/Dec10

(n=1534)

Apr 11(n=2011)

Dec 11(n=4047)

Jul/Aug12

(n=2452)

May 13(n=3147)

Dec13/Jan 14(n=2606)

Jul/Aug14

(n=4674)

Dec 14(n=4392)

Very good/good Neither/nor Poor/very poor Don't know

Base all respondents (as stated)

Ease of use Q. Please rate the NHS Choices site for the following aspects

SINGLE CODE

%Very

good/good Base

Male 80% 1,013

Female 86% 2,973


25-54 85% 2,040

55+ 80% 1,365

LTC – Yes 85% 1,566

LTC – No 85% 2,114

Children aged

17& under* –

Yes

88% 926

Children aged

17& under – No 82% 3,466

At least monthly

user 90% 1,325

Less than

monthly user 84% 2,034


Personal users 84% 4089



80% 78% 80% 76%

78% 77% 75% 73% 75%

16% 15%

15% 18% 16% 17% 19% 20% 19%

3% 6% 3% 4% 5% 5% 5% 6% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul 10(n=2052)

Nov/Dec10

(n=1534)

Apr 11(n=2011)

Dec 11(n=4047)

Jul/Aug12

(n=2452)

May 13(n=3147)

Dec13/Jan 14(n=2604)

Jul/Aug2014

(n=4674)

Dec14/Jan2015

(n=4392)



SINGLE CODE

Attractiveness of design/appearance Q. Please rate the NHS Choices site for the following aspects

Over seven in ten users (75%) say the site’s

‘attractiveness of design/appearance’ is good

%Very

good/good Base

Male 72% 1,013

Female 77% 2,973


25-54 77% 2,040

55+ 71% 1,365

LTC – Yes 75% 1,566

LTC – No 77% 2,114

Children aged

17& under –

Yes

80% 926

Children aged

17& under – No 73% 3,466

At least monthly

user 83% 1,325

Less than






76% 74%

79% 75% 76% 76% 75%

72% 74%

14% 13%

13% 15% 13% 13% 14%

15% 14%

10% 12% 9% 11% 10% 11% 12% 11%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul 10(n=2052)

Nov/Dec10

(n=1534)

Apr 11(n=2011)

Dec 11(n=4047)

Jul/Aug12

(n=2452)

May 13(n=3147)

Dec13/Jan 14(n=2605)

Jul/Aug14

(n=4674)

Dec14/Jan 15(n=4392)



SINGLE CODE

9%

Ease of finding information/services Q. Please rate the NHS Choices site for the following aspects

Over seven in ten (74%) say the site is good in terms

of ‘ease of finding information/services’

%Very

good/good Base

Male 69% 1,013

Female 77% 2,973


25-54 77% 2,040

55+ 68% 1,365

LTC – Yes 73% 1,566

LTC – No 77% 2,114

Children aged

17& under –

Yes

79% 926

Children aged

17& under – No 72% 3,466

At least monthly

user 81% 1,325

Less than






84% 83% 85% 80%

82% 80% 81% 78% 80%

10% 8%

9% 11% 9% 11% 11%

12% 11%

5% 7%

6% 6% 8% 8% 7% 8% 7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul 10(n=2052)

Nov/Dec10

(n=1534)

Apr 11(n=2011)

Dec 11(n=4047)

Jul/Aug12

(n=2452)

May 13(n=3147)

Dec13/Jan 14(n=2602)

Jul/Aug14

(n=4674)

Dec14/Jan 15(n=4392)



SINGLE CODE

Information that was clear and easy to understand Q. Please rate the NHS Choices site for the following aspects

Eight in ten users (80%) say the site is good in terms of

‘information that was clear and easy to understand’

%Very

good/good Base

Male 76% 1,013

Female 82% 2,973


25-54 82% 2,040

55+ 74% 1,365

LTC – Yes 80% 1,566

LTC – No 83% 2,114

Children aged

17& under –

Yes

84% 926

Children aged

17& under – No 78% 3,466

At least monthly

user 87% 1,325

Less than






74% 73% 76%

67% 68%

68% 66% 64% 68%

12% 11% 11%

14% 11% 13% 14% 14%

13%

5% 8% 6%

11% 10% 9% 9% 10%

8%

9% 8% 11% 11% 12% 10%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul 10(n=2052)

Nov/Dec10

(n=1534)

Apr 11(n=2011)

Dec 11(n=4047)

Jul/Aug12

(n=2452)

May 13(n=3147)

Dec13/Jan 14(n=2605)

Jul/Aug14

(n=4674)

Dec14/Jan 15(n=4392)



SINGLE CODE

9% 10% 11%

Accurate and up-to-date information Q. Please rate the NHS Choices site for the following aspects

Just under seven in ten users (68%) say the site is good

in terms of ‘accurate and up-to-date information’

%Very

good/good Base

Male 62% 1,013

Female 72% 2,973


25-54 73% 2,040

55+ 59% 1,365

LTC – Yes 68% 1,566

LTC – No 72% 2,114

Child aged 17

and under - Yes 75% 926

Child aged 17

and under – No 67% 3,466

At least monthly

user 77% 1,325

Less than






Reasons why respondents felt NHS Choices is poor/very

poor for accurate and up to date information

Base: 332 respondents

• 28% (92 mentions) made general comments about the information being out of date and

needing to be updated

• 9% (31 mentions) were about information not being detailed enough

11% specifically mentioned issues with

Dr/G.P. info:

7% mentioned problems with the hospital

info (23 mentions)

5% mentioned a lack of reviews or mistrust

of those they did see

4% mentioned problems with dentists info

Most of the information especially about GPs is

older than 2 years - they are from 2011 and 2012

and not updated since

Q. Why specifically did you rate NHS Choices as poor/very poor for accurate and up to date information?

Could not find data I was looking for in order to

compare hospitals and surgeons

Most of the practice information had not been

reviewed for some years. Some were stating last

reviewed 2010

The dentist information - was very little of it,

nothing that was informative enough to make me

decide on one, lack of reviews of dentists

New question


%Very

good/good Base

Male 85% 1,013

Female 86% 2,974


25-54 87% 2,040

55+ 83% 1,365

LTC – Yes 86% 1,566

LTC – No 86% 2,114

Children aged

17& under –

Yes

88% 926

Children aged

17& under – No 84% 3,466

At least monthly

user 88% 1,325

Less than





Over eight in ten say the site is good in terms of ‘how

the site displays on the device they are using’

85%

10%

4% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

How the site displays on thedevice you are using today

Don’t know

Poor + Very poor

Neither good norpoor

Very good +Good

Base: All respondents (4,392)

Q. Please rate the NHS Choices site for the following aspects

New question


%Very

good/good Base

Male 86% 1,013

Female 89% 2,974


25-54 91% 2,040

55+ 95% 1,365

LTC – Yes 88% 1,566

LTC – No 89% 2,114

Children aged

17& under –

Yes

91% 926

Children aged

17& under – No 86% 3,466

At least monthly

user 89% 1,325

Less than





Nearly nine in ten (90%) say the site is good in terms of

‘pages that load on first attempt’

87%

8%

4% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Pages that load on first attempt

Don’t know

Poor + Very poor


Very good + Good



New question


%Very

good/good Base

Male 85% 1,013

Female 87% 2,974


25-54 89% 2,040

55+ 84% 1,365

LTC – Yes 87% 1,566

LTC – No 88% 2,114

Children aged

17& under –

Yes

90% 926

Children aged

17& under – No 84% 3,466

At least monthly

user 88% 1,325

Less than





Nearly nine in ten users (86%) say the site is good in

terms of ‘the speed in which pages load’

86%

9%

4% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

The speed in which pages load

Don’t know

Poor + Very poor


Very good + Good



As professionals consistently had less people than other demographics rating

these elements as very good/good, it could be inferred that their ratings may

be due to the technology that is available to them

New question


Users were shown the main NHS Choices search box and asked whether or

not that had used it during their visit…

Search

The users were also shown the ‘find services’ search page and search box

from the home page, and asked whether or not that had used these features…


78% 73% 75% 75% 75% 72% 71%

11% 12% 12% 12% 12% 13% 13%

8% 8%

11% 12% 12% 13% 14%

2% 7% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Apr 11(n=962)

Dec 11(n=1275)

Jul/Aug12

(n=1431)

May 13(n=1689)

Dec13/Jan 14(n=1352)

Jul/Aug14

(n=2277)

Dec14/Jan 15(n=1,943)

Very good/good Neither good nor poor Poor/very poor DK

Base all respondents who have used the NHS Choices search function (as stated)

Under half say they have used the on-site search – a

decline of 5% points since the Jul 2014 survey

SINGLE CODE

Q. Please rate the usefulness of the NHS Choices search function

Used on-site search -5% points since Jul 2014

Base: all respondents: 4,387

44% %Very

good/good

Base

(those

who used

search)

Male 66% 436

Female 74% 1,316


25-54 74% 895

55+ 68% 660

LTC – Yes 73% 754

LTC – No 73% 867

Child aged 17 or

under – Yes 79% 420

Child aged 17 or

under – No 70% 1,522

At least monthly

user 79% 625

Less than

monthly user 72% 880





17% used the ‘find services’ search, with 35% looking for a GP,

and 20% looking for a service they defined as “other”

Q. Which service(s) were you looking for?

Used ‘find

services’

search

17%

MULTICODE

1%

2%

1%

1%

2%

6%

7%

5%

16%

15%

13%

16%

43%

1%

2%

2%

2%

4%

5%

8%

8%

14%

16%

18%

20%

35%

Optician

Support for carers

Maternity unit

Social care services*

Sexual health services

Mental health services

A&E

Pharmacy

Hospital

Dentist

Walk-in centre

Other

GP

Dec/Jan 15 (Base: 725)

Jul/Aug 14 (Base: 884)


Used ‘find

services’ in

Jul 2014

19%



63% were satisfied with service info found

Dec 2014/Jan 2015

Total % of respondents identifying a reason for dissatisfaction with service

information

24% (n=173) – of these the reasons

were:

Difficulty finding info 50% (n=87)

Accuracy/reliability of info 10% (n=17)

Functionality 9% (n=16)

Amount of information 9% (n=15)

Patient reviews/comments (validity/how to do it) 3% (n=6)

Very satisfied/ satisfied with service info found 63% (65% in Jul 2014) Base: all those responding and who used search = 725

Q. How satisfied were you with the service information found?

Q. Why were you dissatisfied with the service information you found?


How likely are users to be

satisfied with their visit to

NHS Choices + recommend it

and use it again?


74% 73% 76%

72% 70% 71% 71% 68% 70%

12% 12% 13%

15% 12% 13% 14%

15% 14%

11% 14% 10% 12% 16% 15% 14% 16% 14%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

July 2010(n=2052)

Nov 2010(n=1534)

April 2011(n=2011)

Dec 2011(n=4047)

Aug 2012(n=2452)

May 2013(n=3147)

Dec 2013(n=2603)

Jul/Aug2014

(n=4674)

Dec 2014(n= 4386)

Very satisfied/satisfied Neither/nor Dissatisfied/very dissatisfied Don’t know

Overall satisfaction with the NHS Choices rose from last

wave’s decline

Q. Overall, how satisfied were you with your visit today?


SINGLE CODE

%Very

satisfied/sat

isfied

Base

Male 68% 1,013

Female 72% 2,973


25-54 73% 2,039

55+ 65% 1,365

LTC – Yes 70% 1,566

LTC – No 74% 2,114

Child aged 17

&/ under – Yes 76% 926

Child aged 17 &

under – No 69% 3,460

At least monthly

user 79% 1,325

Less than



Personal user 70% 4,083

Professional 67% 303


Visit dissatisfaction is mainly due to problems around the

amount & accuracy of info regarding symptoms and services

Reasons dissatisfied (613 mentions) % of

mentions/reasons

dissatisfied

No of mentions

(within reasons

dissatisfied)

No of mentions

as a reason for

coming to

Choices

Lack of definitive identification/advice

on symptoms

15% 92 1,519

Incomplete/inaccurate service

information

14% 84 658

Issues renewing EHIC link 1% 8 388

More information on long term

conditions

1% 5 130

Q. Why were you dissatisfied with your visit today?

Open ended


90% 87% 90%

87% 87% 86% 86% 84% 88%

5% 6%

5% 7% 7% 7% 7% 8% 7%

5% 6% 4% 5% 5% 5% 6% 6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

July 10(n=2052)

Nov/Dec10

(n=1534)

April 11(n=2011)

Dec 11(n=4047)

Jul/Aug12

(n=2452)

May 13(n=3147)

Dec13/Jan 14(n=2603)

Jul/Aug14

(n=4674)

Dec14/Jan 15(n=4382)

Definitely/Probably Not sure Definately/Probably not Don’t know

Along with the rise in satisfaction, there was a slight rise in

respondents saying they are likely to use the site again…

Q. How likely are you to use the NHS Choices website again?*


SINGLE CODE

%Definitely/

Probably Base

Male 84% 1,013

Female 90% 2,973


25-54 89% 2,039

55+ 83% 1,366

LTC – Yes 88% 1,566

LTC – No 89% 2,114

Child aged 17

and under - Yes 91% 926

Child aged 17

and under – No 86% 3,456

At least monthly

user 96% 1,324

Less than






…along with a slight rise in people being likely to recommend

the site to friends, colleagues or family members


83% 80% 81% 77% 77% 79% 76% 73% 79%

8% 8% 10%

10% 10% 9% 10%

11%

11%

7% 10% 8% 10% 12% 11% 12% 13%

10%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

July 2010(n=2052)

Nov 2010(n=1534)

April 2011(n=2001)

Dec 2011(n=4047)

Aug 2012(n=2452)

May 2013(n=3147)

Dec 2013(n=2602)

Jul/Aug2014

(n=4,674)

Dec/Jan2015

(n=4,379)

Definitely/Probably Not sure Definately/Probably not Don't know

Q. How likely are you to recommend this website to a friend, colleague or family member?*

SINGLE CODE

%Definitely/

Probably Base

Male 75% 1,013

Female 81% 2,973


25-54 82% 2,038

55+ 76% 1,365

LTC – Yes 80% 1,564

LTC – No 81% 2,113

Child aged 17 &

under – Yes 86% 925

Child aged 17 &

under – No 77% 3,454

At least monthly

user 88% 769

Less than


First time user 68% 2,032




There is still a lot to like about NHS Choices – the overall ease

of use, easy to understand language and its

reliability/credibility

Easy to use 29% (n = 1k)

“It is very easy to access, easy to understand and has a very clear layout on the site”

Written simple language/easy to understand 16% (n = 540)

“High quality information without too much medical jargon”

Reliable, credible and trustworthy 15% (n = 524)

“Trust of information and a general feel that experts have been involved and not a celebrity endorsement”

Easy to navigate 10% (n = 352)

“pages are not "cluttered" with too much info. Easy to move back and forwards when finding out more information”

Right amount of information 2% (n = 61)

“It has all the information I need/ want”

Base: all responding users n= 3,408

Q. What do you like about NHS Choices? (top categories) OPEN ENDED


BUT improvements are needed to increase user satisfaction –

improving navigation/search, information around symptoms and

accuracy of service data are priorities

None/ Don’t know 16% (n = 493)

Search/Navigation 12% (n = 375)

“Try to get your site at the top of search results, as a government dept this should be mandatory for search providers”

“Better search function for information on health conditions”

Better information around symptoms/improve symptom checker 10% (n = 302)

“Change the order of the 'previous' and 'next' buttons on the symptom checker”

“More options on symptom checker. Sometimes I may not have a symptom that is listed but still want to check

everything is ok”

“[Be] more symptom orientated with pictures”

Accuracy of info/How up to date the info is 8% (n = 288)

“More up to date information re: Gp's, dentists etc”

“To be more accurate in regards to local hospitals and what postcodes they cover as sometime it is most definitely

giving the wrong info”


OPEN ENDED

Q. What improvements would you recommend making to the NHS Choices website so that it better meets your needs? (top categories)


Technical issues were also flagged alongside a lack of up to

date reviews

More/more detailed information 8% (n = 227)

“Have more information on children with illnesses”

“Need more information about the affects of different medications and symptoms

of overdosing, and the best way to get help”

Address technical issues of site 4% (n = 117)

“Pages could load a bit quicker”

“Open new tab when checking out a linked site”

Address or provide more up to date reviews and comments 4% (n= 105)

“I would like to see patients views given more focus and attention for a reply or comment”

“Encouraging more patients to review services - particularly GPs but also dentists, hospitals, etc”

OPEN ENDED Q. What improvements would you recommend making to the NHS Choices website so that it better meets your needs? (top categories)



A note on those responding

to the survey via the

homepage and symptom

checker…


Wave on wave findings – variation in key performance indicators among personal users responding to the survey via homepage vs. other URLs (all respondents)

Wave 9 - Homepage

(455)

Wave 10 – Homepage

(348)

Wave 9 – Other URLs

(4,176)

Wave 10 – other urls

(4,015)

Satisfaction with visit (Very

satisfied/satisfied) 70% 70% 67% 70%

Likelihood of

recommending

(Definitely/Probably)

75% 78% 74% 79%

Likelihood of using again

(Definitely/Probably) 87% 84% 85% 88%

Wave 9 - Homepage

(455)

Wave 10 – Homepage

(348)

Wave 9 – Other URLs

(4,176)

Wave 10 – other urls

(4,015)

Ease of use (Very

good/Good) 84% 84% 81% 84%

Attractiveness of design/

appearance (Very

good/Good)

77% 81% 72% 74%

Ease of finding information

(Very good/Good) 73% 71% 72% 74%

Information that was clear

and easy to understand

(Very good/Good)

77% 80% 78% 80%

Accurate and up-to-date

information (Very

good/Good)

66% 68% 63% 68%

Key metrics generally were stable or improved for both users coming from

the home page vs other urls: with the exception of “using the site again”


Wave on wave findings – variation in key performance indicators among personal users responding to the survey via homepage vs. other URLs (all respondents)

Wave 10 – Homepage (348) Wave 10 – Symptom checker page

( 1,154) Wave 10 – other urls (2,860)

Satisfaction with visit (Very

satisfied/satisfied) 70% 63% 73%

Likelihood of recommending

(Definitely/Probably) 78% 77% 79%

Likelihood of using again

(Definitely/Probably) 84% 86% 88%

Wave 10 – Homepage (348) Wave 10 – Symptom checker page

( 1,154) Wave 10 – other urls (2,860)

Ease of use (Very good/Good) 84% 83% 84%

Attractiveness of design/appearance

(Very good/Good) 81% 71% 75%

Ease of finding information (Very

good/Good) 71% 71% 75%

Information that was clear and easy

to understand (Very good/Good) 80% 78% 80%

Accurate and up-to-date information

(Very good/Good) 68% 68% 69%

Users coming via the symptom checker page tend to be less positive

about key metrics than users who have come through other routes


Questions and comments to:

[email protected],

please quote “Slideshare” in the subject line

mailto:[email protected]

december 2014 nhs choices satisfaction survey

Healthcare

information users

survey content

ipsos mori wave

professional users n

personal users n

choices parent questions

track user satisfaction

sample total sample