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CHAPTER THREE RESEARCH FINDINGS

3.1 This section of the report summarises the main findings from the research, concentrating on patients' priorities and draws on any variations across demographic groups where evident, or where sample sizes allow.

3.2 Critical to the research was the gathering of views from the Scottish population on priorities surrounding the provision of GP services, and in particular what issues are of greatest importance when visiting / using GP services.

3.3 The following sub-sections explore what issues are important to members of the public when:

• Contacting your GP surgery
• Visiting your GP surgery
• Seeing a Health Professional
• When talking to a Health Professional
• When being prescribed medicines

3.4 For each of the above, respondents were asked to rank how important a range of items were by indicating which they considered to be most important, 2 ^nd most important and of least importance.

Patient priorities around contacting the GP surgery

Table 3.1: Most important factors when contacting the GP surgery

Note: Percentages quoted above in the '1 ^st or 2 ^nd combined' column are calculated from the actual numbers responding 1 ^st or 2 ^nd choice, and are not a simple addition of percentages across the first two columns. For example, 2% (1.5%) rated 'speaking to the doctor or nurse on the phone' as 1 ^st importance, and 5% (4.8%) as 2 ^nd importance. When working out the percentage of those rating this as their first or second choice, the resultant percentage is 6% (6.4%) - due to rounding to the nearest percentage point in each case. "Don't know" is reported as 2% for the combined column, as this is the figure for people who said "Don't know" to both 1 ^st and 2 ^nd.
Base: 1040
Source: mruk research, August 2008

3.5 All respondents were firstly shown a list of issues about initially contacting their GP surgery and were asked to rank each of the above in terms of importance, as first, second and least important.

3.6 When contacting the GP surgery, results suggest getting the right appointment was the priority for people. 'Getting an urgent appointment on the same day' was of critical importance with almost two thirds (64%) choosing it as their first or second priority. Overall, over three quarters of respondents (77%) chose statements focused on getting an appointment as their first or second choice ⁵.

3.7 Getting through easily on the telephone was considered the most important factor by around a third (36%), increasing to 57% when also considering those who rated this as the second most important factor when contacting their GP surgery.

3.8 Older respondents (55-64 years, 52%), and those with a long term condition, health problem or a disability resulting in regular contact with the NHS (44%) were more likely to rate "seeing my preferred doctor or nurse" of 1 ^st or 2 ^nd importance.

3.9 Unsurprisingly, levels of don't know's were highest amongst those with no recent experience / use of their GP surgery (35% amongst those who had not attended their surgery in over 5 years).

3.10 Of least importance when contacting the GP surgery was "finding information on the practice website" (33%) and contacting the doctor or nurse by email (22%). Strength of opinion here was highest amongst those aged 65+ years (43% rating "finding info on the practice website" of least importance).

Patient priorities when visiting the GP Surgery

Table 3.2: Most important factors when visiting the GP Surgery

Note: Percentages quoted above in the '1 ^st or 2 ^nd combined' column are calculated from the actual numbers responding 1 ^st or 2 ^nd choice, and are not a simple addition of percentages across the first two columns.
Base: 1040
Source: mruk research, August 2008

3.11 All respondents were then asked to rank a series of statements concerning visiting their GP Surgery.

3.12 The ease of getting to the surgery was of greatest importance here, with half of all respondents ranking 'A GP surgery which is easy to get to' as their first or second choice. Indeed, almost 4 in 10 (38%) considered this the most important factor when visiting the surgery, highest amongst respondents aged over 65 (46% - 1 ^st importance), and the unemployed (46% - 1 ^st importance).

3.13 A range of other issues were also considered a priority when visiting the surgery albeit to a lesser degree.

3.14 The issue of appointment times being met was of 1 ^st or 2 ^nd importance for around a third (33%), with a slightly lower proportion (31%) considering a surgery that provides a range of services as important (1 ^st or 2 ^nd combined).

3.15 An area for children to play was of least importance for 34% of respondents, with strength of opinion being highest amongst those aged 65+ years (40%), and those with children aged 18+ years (49%). Just over a fifth (22%) of those with children aged under 5 rated a children's play area of least importance.

3.16 Over a fifth (22%) of respondents were unable to offer an opinion with respect to what was least important. Again it is worthy to note that this suggests that all of the statements were important to some extent.

Patient priorities when seeing a healthcare professional

Table 3.3: Most important factors when seeing a health professional at the practice

* = Less than 1%

Note: Percentages quoted above in the '1 ^st or 2 ^nd combined' column are calculated from the actual numbers responding 1 ^st or 2 ^nd choice, and are not a simple addition of percentages across the first two columns.
Base: 1040
Source: mruk research, August 2008

3.17 In terms of seeing a Health Professional at the GP surgery, the Healthcare Professional having personal knowledge of their medical history was a priority for people, with over 4 in 10 (44%) rating this most important, and 56% overall as 1 ^st or 2 ^nd importance.

3.18 As might be expected, strength of opinion here was highest amongst those with a long term condition, health problem or disability resulting in regular contact with the NHS (52% - 1 ^st importance).

3.19 The importance of medical history is further reinforced when considered in tandem with 'Has access to my medical records and test results during the consultation'. Indeed when combining the proportions considering either personal knowledge of or access to medical records as important, 71% overall rated either of these as 1 ^st or 2 ^nd importance ⁶.

3.20 The knowledge and skills base of the Health Professional was considered a priority by almost half of all respondents (46% - 1 ^st or 2 ^nd most important). 'Points me to other sources of information about my condition' was rated the least important factor (25%). There was little variation evident here across demographics.

3.21 Again, high levels of 'don't know' responses were evident, with 37% unable to offer an opinion with respect to the least important factor once again suggesting that all of the items were important to some degree.

Patient priorities when talking with a healthcare professional

Table 3.4: Most important factors when a health professional at the practice is talking to you

* = Less than 1%
Note: Percentages quoted above in the '1 ^st or 2 ^nd combined' column are calculated from the actual numbers responding 1 ^st or 2 ^nd choice, and are not a simple addition of percentages across the first two columns.
Base: 1040
Source: mruk research, August 2008

3.22 Healthcare Professionals having time to not only talk, but also having time to listen were of principal importance when communicating with a Health Professional.

3.23 Specifically, over half considered "having enough time to talk to me" as a priority (1 ^st or 2 ^nd most important combined), with a similar proportion giving the same weighting to listening. Such issues were most important amongst those aged 65+ (48% rating time to talk as 1 ^st importance).

3.24 The level of 'don't know' responses for issues of least importance was again high at 37%. This again could suggest that for many, all issue were important to some degree.

Patient priorities around prescribing

Table 3.5: Most important factors when prescribed medicines by a health care professional

* = Less than 1%
Note: Percentages quoted above in the '1 ^st or 2 ^nd combined' column are calculated from the actual numbers responding 1 ^st or 2 ^nd choice, and are not a simple addition of percentages across the first two columns.
Base: 1040
Source: mruk research, August 2008

3.25 Finally in this sequence of questioning all respondents were asked to rank a series of statements on the topic of being prescribed medicines. A range of issues were considered important when being prescribed medicines. Issues surrounding side effects, how / when to take, how they work together and what the medicine is for were a priority for people. In fact the vast majority of respondents (92%) rated one of these factors as 1 ^st or 2 ^nd importance. ⁷

3.26 A third overall (35% - 1 ^st importance) ranked 'I am told what medicines are for' of key substance, with strength of opinion here being highest amongst those with children under 5 (42% - 1 ^st importance). The importance of such information increased to 49% overall when considering those who rated 'what the medicines are for' of 1 ^st or 2 ^nd most important.

3.27 'I am given written information about my medication' was of least importance for a quarter of respondents, with little variation across demographic types.

3.28 Once again a sizeable proportion (28%) responded 'don't know' when asked to choose the least important factor.

Other issues concerning patients' priorities

Figure 3.1: Was anything about the care provided by your GP surgery missing from the survey?

Base: 1040
Source: mruk research, August 2008

3.29 Finally, in order to determine whether all the relevant issues concerning GP care had been covered within the survey, respondents were asked whether any important items were missing from the survey.

3.30 The overwhelming majority stated that nothing had been missed. For the minority who did offer an opinion, many of the items were in fact already addressed in the main body of the survey (see Table 3.6 below - note low base size) supporting the finding that the research tool used for this exercise was exhaustive in terms of addressing core issues associated with GP care.

Table 3.6: Other issues concerning care provided by your GP surgery that is important? (spontaneous)

A range of other responses were mentioned at low levels.
Base: 41 (warning: low base sizes)
Source: mruk research, August 2008

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