During June, practices were asked to take part in a national survey to their patients about their experiences of healthcare while in Alert Level 2 and 3. This was voluntary with 35 practices across the network taking part - ranging from 29 per cent participation in Taranaki to 100 per cent participation from Lakes.
The goal of the survey was to understand the impact of COVID-19 Alert Levels on people’s experience of accessing healthcare during and after the various Alert Levels, and how health services can learn and respond.
Thank you to all those practices who took part.
There were two sample groups:
Almost 120,000 surveys were sent out nationally with a response rate of 13.2 per cent for Māori, 11.5 per cent for Pasifika and 15.6 per cent% for non-Māori/non-Pasifika. Māori and Pasifika response rates were increased by sending txt reminders to the emailed survey.
Across Pinnacle practices 5,109 surveys went out (of which 1,544 were to Māori) with a 13 per cent response rate (11 per cent response rate for Māori). Although the response rates were lower than previous surveys, the response rate for Māori was higher. It is thought the time delay between the appointment and then survey (a gap of almost two months) may have contributed to the lower response rates.
Patient group – Total
Patient group – Māori
Patient group – Pasifika
Patient group – Non-Māori and non-Pasifika
These findings are based on national results, there was very little variation locally.
Thinking of how you would normally have accessed health care before lockdown, did the Alert Level 3 and 4 lockdown keep you from doing any of the following?
(Multichoice answer and patients could answer to more than one category – top categories)
Why did you not do what you would usually have done?
What did you do instead?
Which of the following services would you like your GP/health clinic to offer, or continue to offer, in the future?
This feedback is unlikely to surprise you, and is very much in line with emerging best practice.
By texting and emailing there was a good increase in the response rate for Māori patients. This will be implemented into the regular patient experience survey from November.
Patients loved ePrescribing and access to their test results online.
75 per cent of patients wanted to continue phone consultations and just under half a video consultation. This also corresponds to the feedback from the Pinnacle Consumer Panel survey conducted in May 2020 which found patients were becoming more comfortable with the concept of virtual health. The Consumer Panel also found patients were willing to pay for virtual health as long as it is a fair price.
Although only 8.5 per cent didn’t attend general practice due to fear of catching COVID-19, 15.7 per cent didn’t attend due to the Alert Level. The Pinnacle Consumer Canel survey in August found that patients have an expectation of safety measures being in place when they visit their general practice around infection control.
Michelle Bayley, Clinical Governance Programme Manager
027 590 1241
Zoe Pickering, Practice Development Facilitator
022 519 0973