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

7

Take-outs

8 8

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

10

Who completed the

survey?

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

Base: all personal users = 2710

Long-term illness Impact of illness

Profile of personal users

(Personal use; for myself, family member, child)

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

Child/children aged 0-4

Child/children aged 13-17

I am an expectant parent

None aged under 18

.

Base: all personal users = 2710

Parent/expectant parent Ages of children living with personal users

Profile of personal users

(Personal use; for myself, family member, child)

Base: all personal users who are parents/expectant parents=748

17

Site usage

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 2013

(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

44

Summary & Conclusions

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.