Health & Social Care Board Choose Well Research

Transcription

1 1 Paste cobrand logo here Health & Social Care Board Choose Well Research Report prepared by Ipsos MORI Final 29/10/2013

2 Background and methodology 2 In September 2013 Ipsos MORI was commissioned by the Health and Social Care Board to evaluate awareness of Urgent Care and other health services to see if they are used effectively and appropriately. The specific objectives are to: Assess awareness of what Urgent Care Services are in Northern Ireland; Identify whether the Urgent Care Services are used appropriately; To assess whether Urgent Care Services are effective; Data was collected by means of an Omnibus survey carried out by Ipsos MORI from 20 th September to the 4 th October The omnibus survey was representative of Northern Ireland s population aged 16 and over. Quotas were placed on gender, age, social class and region to ensure the sample was reflective of the Northern Ireland population 997 Computer Assisted Personal Interviews (CAPI) interviews were conducted in-home across 59 sampling points.

3 Sampling size and confidence intervals 3 The overall sample size of 997 provides reliable data and sufficient size for sub-group analysis in terms of age, gender and working status and health and social care trust area. The table below illustrates the representative nature of a sample of For example, if the results of a survey of 1000 people show that if 90% are satisfied with health and social care provision in Northern Ireland, the range within which the true figure would lie, if the whole population had been interviewed, would be +2 points, 95 times out of 100, i.e. between 88% and 9. In fact, the true" figure is more likely to lie at the mid-point of the range, rather than at either extreme. Sampling tolerances applicable to results at or near these percentages (based on 95% confidence level) Sample size 10/90% 30/70% 50% +% +% +% 1000 (overall sample) Ipsos MORI, as company policy, does not report findings were the base size is too low or where there are no significant differences between sub-groups or versus the total. However, given the nature of this project some charts contain information where there are no significant differences between sub-groups. Significant differences are marked with a indicating a significantly higher value and a indicating a significantly lower value.

4 Sample point map 4 Belfast For Illustrative purposes only

5 Sample points by area 5 Antrim ANTRIM URBAN Ballymena Cullybackey, Galgorm ANTRIM URBAN Ballymena Moat, Ballykeel ANTRIM URBAN Moyle Dalriada, Knocklayd, Glentaisie ANTRIM RURAL Ballymena Grange, Ahoghill ANTRIM RURAL Moyle Bushmills, Ballylough, Dunseverick, Carnmoon, Kinbane, Moss-side and Moyarget, Armoy Belfast BELFAST CITY Belfast Sydenham BELFAST CITY Belfast Cherryvalley BELFAST CITY Belfast Ballynafeigh BELFAST CITY Belfast Stranmillis BELFAST CITY Belfast Ladybrook BELFAST CITY Belfast Whiterock Armagh ARMAGH URBAN Craigavon Donaghcloney, Waringstown ARMAGH URBAN Craigavon Edenderry, Corcrain ARMAGH RURAL Armagh Ballymartrim, Killylea, Milford ARMAGH RURAL Craigavon Aghagallon, Magheralin Down DOWN URBAN Ards Loughries, Carrowdore DOWN URBAN Ards Scrabo, Ballyrainey DOWN URBAN Down Ballymote, Cathedral DOWN URBAN Banbridge Dromore North DOWN URBAN Newry & Mourne Kilkeel Central, Kilkeel South DOWN URBAN Newry & Mourne Daisy Hill, Drumalane DOWN RURAL Down Dundrum, Donard, Tollymore DOWN RURAL Newry & Mourne Newtownhamilton, Creggan, Silver Bridge BELFAST CITY Belfast Falls BELFAST CITY Belfast Ballysillan BELFAST EAST North Down Ballycrochan BELFAST EAST North Down Dufferin, Spring Hill BELFAST NORTH URBAN Carrickfergus Greenisland, Gortalee, Knockagh BELFAST NORTH URBAN Newtownabbey Glengormley, Collinbridge BELFAST NORTH URBAN Newtownabbey Jordanstown, Monkstown BELFAST NORTH RURAL Carrickfergus Eden, Woodburn BELFAST SOUTH URBAN Castlereagh Lisnasharragh, Downshire BELFAST SOUTH URBAN Lisburn Drumbo, Hillhall BELFAST SOUTH URBAN Lisburn Ballymacash, Magheralave BELFAST SOUTH URBAN Lisburn Twinbrook, Kilwee BELFAST SOUTH RURAL Lisburn Moira, Maghaberry

6 Sample points by area 6 L/Derry DERRY URBAN Coleraine University, Waterside DERRY URBAN Derry Enagh, Altnagelvin DERRY URBAN Derry New Buildings, Crevagh DERRY URBAN Derry Pennyburn, Carn Hill DERRY URBAN Limavady Enagh, Greystone DERRY RURAL Derry Holly Mount DERRY RURAL Magherafelt Castledawson, Ballymaguigan Tyrone/Fermanagh TYRONE/FERMANAGH URBAN Omagh Killyclogher, Camowen, Drumragh TYRONE/FERMANAGH URBAN Dungannon Coolhill, Killymeal, Drumglass TYRONE/FERMANAGH RURAL Strabane Glenderg, Clare, Newtownstewart TYRONE/FERMANAGH RURAL Omagh Beragh, Drumnakilly, Termon TYRONE/FERMANAGH RURAL Cookstown Moneymore, Coagh, Stewartstown, Sandholes TYRONE/FERMANAGH RURAL Dungannon Castlecaulfield, Altmore, Donaghmore TYRONE/FERMANAGH RURAL Fermanagh Maguires Bridge, Tempo, Lisbellaw

7 Analysis of sample 7 Gender Male Female % 47% 53% Age years years years years years 65+ years 15% 18% 16% 17% 13% 21% Social grade ABC1 C2DE 4 58% Health and Social Care Trust Belfast South Eastern Southern Western Northern 18% 18% 20% 23% 2 Base: All adults aged 16+ in Northern Ireland (997), September 2013

8 8 Executive summary

9 Executive Summary - Overview 9 Overall satisfaction with health and social care provision in Northern Ireland is very high (77%). This is unchanged since 2011, however the proportion of those saying they are very satisfied has increased from 23% in 2011 to 30% in Satisfaction is significantly higher than average in the South Eastern Health and Social Care Trust. Satisfaction with all Urgent Care Services is very high, particularly for Pharmacies (98% satisfied). People are strongly in favour of having health and social care services promote health and well being through prevention and early intervention. Agreement is particularly strong among ABs and those aged There is also strong agreement that healthcare should be organised to enable people to receive treatment at home for as long as possible. People aged are more likely to be in favour of this than those aged 16-34, perhaps indicating that younger people are less likely to feel concerned about longer term health problems. Overall, awareness of Urgent Care Services is high, with the exception of Minor Injuries Units.

10 Executive Summary - Communications 10 Significantly more people feel there is not enough information about Minor Injuries Units compared to any other Urgent Care Service. The place most people would expect to find information about Urgent Care Services is at their local GP (54%). A further quarter (24%) would search online, with most simply accessing Google or doing an general internet search. Just of people who would go online would expect to find information on Urgent Care Services on the NI Direct website.

11 Executive Summary - GP GP is the most used Urgent Care Service, six in ten spontaneously mention GP as an Urgent Care Service, similar to Emergency Department. However, of all Urgent Care Services it is the most used. In addition, use of GP is significantly higher in the Belfast and Western H&SCT. Women are more likely to have visited a GP in the last two weeks, this is perhaps a sign that they are using GPs more frequently than men. Almost one in ten people who have used a GP went simply for a check-up, the next most common ailments were back ache, cough or sore throat, chest pain and for a prescription. Most people going to the GP do not feel they had an alternative. Just one in ten (8%) say they could have gone to the Pharmacy, the most mentioned alternative. Satisfaction with the treatment received at the GP is very high (94% satisfied ). When people were asked why they didn t choose the GP as an alternative, the main reason stated was they felt their ailment wasn t that serious (60%). This rose to 7 of people suffering from a headache who chose not to go to a GP. 11

12 Executive Summary - Pharmacy Just one in four people (24%) mention Pharmacies spontaneously. When prompted, awareness rises to 81%. 12 However, over half (5) of people have used a Pharmacy for themselves. Women (58%) are significantly more likely to use it than men (46%). Use of Pharmacies is also higher among pensioners and people living in Belfast. Pharmacies are being used relatively frequently, over half of those who have used one have done so in the last week. There may be a knowledge gap as to what services are available at a Pharmacy. Over a third (37%) used a Pharmacy to get prescription. This could be simply to have one filled but it also indicates a possible lack of understanding. Satisfaction with the treatment received at Pharmacies is very high and everyone who used one had to wait less than half an hour to be attended to.

13 Executive Summary - Emergency Department 13 The Emergency Department is the most spontaneously mentioned Urgent Care Service. Just under half (46%) of people have ever used the Emergency Department although a majority last used it over a year ago. Use of the Emergency Department is higher than average among people living in Belfast, and men. Waiting times at Emergency Departments are longer than any other Urgent Care Service, over a third (36%) attending one have had to wait over an hour. This is particularly affecting young people and those living in the Belfast Trust. Four in ten people going to the Emergency Department have gone with broken bones, cuts and sprains and chest pain. Of those attending the Emergency Department, just 1% say they could have gone to the Minor Injuries Unit. Overall satisfaction with the Emergency Department is very high.

14 Executive Summary - GP out of hours 14 In contrast to the Emergency Department, use of GP out of hours is higher among women and people living in the Western H&SCT. People living in the Belfast H&SCT are significantly less likely to use GP out of hours than average. The most mentioned ailments that people were going to a GP out of hours with are virus related such as flu symptoms, cough/sore throat and tummy ache/sore belly. One in ten (11%) mention the Emergency Department as an alternative to GP out of hours but the majority state that they have no alternative. Satisfaction with the treatment received at GP out of hours is very high (90%). People living in the Western H&SCT area are more likely than average to say they are very satisfied with the treatment. Considering use of GP out of hours is higher in this Trust area, it may indicate the service is of high quality.

15 Executive Summary Ambulance service 15 Awareness of 999 Ambulance service as an Urgent Care Service is high Less than one in five have used the Ambulance service and is not used as frequently as other Urgent Care Services. Of those who have used it two thirds (66%) used it over a year ago. Just under eight in ten who called 999 were attended to by an ambulance within 20 minutes. Until 2010 the Government had a target response time of 19 minutes and although this has since been removed, it appears the service is still broadly meeting this target here. Unsurprisingly, 81% of people calling an Ambulance say they have no alternative. Satisfaction with the Ambulance service is very high and there are no significant differences across the Health and Social Care Trusts indicating a consistently good service.

16 Executive Summary - Minor Injuries Unit 16 Awareness and use of Minor Injuries Units is much lower than any other Urgent Care Service People living in the South Eastern H&SCT area are much more likely to be aware of MIUs. In terms of use of Minor Injuries Units, people aged years are significantly more likely to use the service than average. Alternatively, people aged 65 and over are significantly less likely to have used this Urgent Care Service. Just 17% of those attending a MIU are waiting over one hour, considerably fewer than are waiting over an hour to be treated in the Emergency Department (36%). People tend to visit an Emergency Department and a Minor Injuries Unit for similar ailments; broken bones, cuts and sprains. This indicates that although there is lower use of Minor Injuries Units, people will go there instead of the Emergency Department if they know about it.

17 Executive Summary - Future service use 17 In the event of chest pains and breathing difficulties, men are more likely to go to the Emergency Department and women are more likely to call 999. When suffering a broken or possible sprained wrist, two thirds would go to the Emergency Department compared to 20% who would go to a Minor Injuries Unit. However, in the South Eastern Trust (where awareness of MIUs is higher) people claim they are significantly more likely than average go to an MIU. Out of hours GP is where most people would go in the event of a child with a high temperature at 10pm. Young people aged are significantly more likely than average to go to a GP if they had a cold or the flu (39% versus 26% overall).

18 18 Awareness and use of healthcare services

19 The Emergency Department is the most spontaneously mentioned Urgent Care Service, closely followed by GP 19 Q1. Which if any, Urgent Care Services are you aware of in Northern Ireland? Emergency Department GP 999 Ambulance service GP out-of-hours Pharmacy % 24% 6 60% 50% 46% Spontaneous awareness of Minor Injuries Units is low. Just 13% mention it spontaneously as an Urgent Care Service. However, people living in urban areas are more likely to be aware of a MIU than people living in rural areas (17% versus 5% respectively). Just under half (46%) mention GP out-of-hours. However, women (51%) are significantly more likely to spontaneously mention it as an Urgent Care Service than men (40%). Minor Injuries Unit 13% Just over one in ten (1) are aware of all services spontaneously. Base: All adults aged 16+ in Northern Ireland (997), September 2013

20 Awareness of the Emergency Department 20 Q1. Which if any, Urgent Care Services are you aware of in Northern Ireland? Emergency Department % Overall 6 Gender Male Female 63% 6 Age Social grade years years years years years 65+ years ABC1 C2DE 66% 63% 68% 68% 60% 51% 65% 60% Awareness of the Emergency Department is lower than average among people living in the Northern H&SCT (55%) and those aged 65+ (51%). However, it is higher than average among people living in the Belfast Trust (66%). Health and Social Care Trust Belfast South Eastern Southern Western Northern 66% 73% 6 55% 57% Base: All adults aged 16+ in Northern Ireland (997), September 2013

21 Awareness of GP 21 Q1. Which if any, Urgent Care Services are you aware of in Northern Ireland? GP % Overall 60% Gender Male Female 61% 60% Age Social grade years years years years years 65+ years ABC1 C2DE 56% 58% 60% 60% 6 65% 57% 63% Awareness of GP is much higher in the Belfast and South Eastern H&SCT than the other three Trusts in Northern Ireland. Health and Social Care Trust Belfast South Eastern Southern Western Northern 4 50% 54% 80% 8 Base: All adults aged 16+ in Northern Ireland (997), September 2013

22 Awareness of 999 Ambulance service 22 Q1. Which if any, Urgent Care Services are you aware of in Northern Ireland? 999 Ambulance service % Overall 50% Gender Male Female 5 48% Age Social grade Health and Social Care Trust years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 34% 55% 47% 49% 5 53% 46% 54% 47% 57% 60% 51% 50% Spontaneous awareness of the ambulance service is higher than average among people from a higher social grade. Similar to spontaneous awareness of GP, people living in the Belfast and South Eastern Trusts have higher than average awareness of the 999 Ambulance service. Base: All adults aged 16+ in Northern Ireland (997), September 2013

23 Awareness of GP out of hours 23 Q1. Which if any, Urgent Care Services are you aware of in Northern Ireland? GP out of hours % Overall 46% Gender Age Social grade Male Female years years years years years 65+ years ABC1 C2DE 40% 51% 45% 50% 56% % 5 4 There is a wide degree of variation in spontaneous awareness of GP out of hours across the demographic subgroups. Awareness is higher than average among women, people aged years, ABC1s and people living in the South Eastern and Northern H&SCT areas. Health and Social Care Trust Belfast South Eastern Southern Western Northern 40% 43% 37% 53% 58% Spontaneous awareness is lower among pensioners, people living in the Western Trust, men and C2DEs. Base: All adults aged 16+ in Northern Ireland (997), September 2013

24 Awareness of Pharmacy 24 Q1. Which if any, Urgent Care Services are you aware of in Northern Ireland? Pharmacy % Overall 24% Gender Male Female 23% 25% Age Social grade years years years years years 65+ years ABC1 C2DE 23% 26% 25% 26% 23% 2 29% 21% Spontaneous awareness of Pharmacies is higher among ABC1s than C2DEs. Similar to other Urgent Care Services (such as GP and 999) awareness of Pharmacies is higher in the Belfast and South Eastern Trusts. Health and Social Care Trust Belfast South Eastern Southern Western Northern 5% 15% 20% 37% 50% Base: All adults aged 16+ in Northern Ireland (997), September 2013

25 Awareness of Minor Injuries Unit 25 Q1. Which if any, Urgent Care Services are you aware of in Northern Ireland? Minor Injuries Unit % Overall 13% Gender Male Female 14% 13% Age Social grade Health and Social Care Trust years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 14% 17% 13% 14% 11% 11% 16% 1 15% 4% 4% 10% 38% Spontaneous awareness of Minor Injuries Units is much higher than average in the South Eastern Trust. When looking at wider age groupings, spontaneous awareness is also higher among those aged years (16%) compared to those aged 55+ (11%). Base: All adults aged 16+ in Northern Ireland (997), September 2013

26 Total awareness (Spontaneous and prompted) At question 2 respondents were prompted with any services they didn t spontaneously mention and asked if they were aware of them 26 Q2. Which if any, Urgent Care Services are you aware of? 999 Ambulance service Emergency Department % 95% 94% Overall awareness of 999 Ambulance service, the Emergency Department, GP and GP out-ofhours is very high with over nine in ten aware of each Urgent Care Service. GP GP out-of-hours Pharmacy Minor Injuries Unit 45% 93% 91% 81% There is significantly lower total awareness of GP out-of-hours among men (88%). However, women (93%) and those aged (96%) have higher than average total awareness of this Urgent Care Service. Even when prompted, total MIU awareness is significantly lower than all other Urgent Care Services Base: All adults aged 16+ in Northern Ireland (997), September 2013

27 Total awareness of 999 Ambulance service 27 Q2. Which if any, Urgent Care Services are you aware of? 999 Ambulance service % Overall 95% Gender Male Female 96% 95% Age Social grade years years years years years 65+ years ABC1 C2DE 94% 96% 95% 94% 94% 97% 97% 98% Total awareness of the 999 Ambulance service is very high across the demographic sub-groups. However, it is lower than average among C2DEs and people living in the Western Trust. Health and Social Care Trust Belfast South Eastern Southern Western Northern 9 94% 95% 97% 97% Base: All adults aged 16+ in Northern Ireland (997), September 2013

28 Total awareness of the Emergency Department 28 Q2. Which if any, Urgent Care Services are you aware of? Emergency Department % Overall 94% Gender Male Female 95% 94% Age Social grade years years years years years 65+ years ABC1 C2DE 88% 94% 94% 93% 96% 95% 96% 98% In terms of total awareness (spontaneous and prompted), pensioners (88%), people living in the Northern H&SCT (89%) and C2DEs have lower than average awareness of this Urgent Care Service. Health and Social Care Trust Belfast South Eastern Southern Western Northern 89% 9 96% 96% 99% Base: All adults aged 16+ in Northern Ireland (997), September 2013

29 Total Awareness of GP 29 Q2. Which if any, Urgent Care Services are you aware of? - GP % Overall 93% Gender Male Female 93% 93% Age Social grade years years years years years 65+ years ABC1 C2DE 88% 9 94% 91% 95% 95% 94% 94% Total awareness of GP is lower among people in the Northern H&SCT and those aged years old. Health and Social Care Trust Belfast South Eastern Southern Western Northern 90% 91% 89% 98% 97% Base: All adults aged 16+ in Northern Ireland (997), September 2013

30 Total awareness of GP out of hours 30 Q2. Which if any, Urgent Care Services are you aware of? GP out of hours % Overall 91% Gender Age Social grade Health and Social Care Trust Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 88% 93% 86% 96% 95% 93% 90% 84% 91% 90% 83% 95% % Similar to spontaneous awareness, there is some variation in total awareness of GP out of hours. Indicating this is an Urgent Care Service that needs to be promoted more. Target groups to consider are men, people living in the Belfast H&SCT and both year olds and those aged 65 and over. Base: All adults aged 16+ in Northern Ireland (997), September 2013

31 Total awareness of Pharmacy 31 Q2. Which if any, Urgent Care Services are you aware of? Pharmacy % Overall 81% Gender Male Female 79% 83% Age Social grade years years years years years 65+ years ABC1 C2DE 80% 85% 78% 83% 8 80% 83% 80% Total awareness of Pharmacies is consistent across the demographic subgroups. However, awareness is higher among those living in the South Eastern Trust and lower among those living in the Western Trust. Health and Social Care Trust Belfast South Eastern Southern Western Northern 8 89% 83% 76% 79% Base: All adults aged 16+ in Northern Ireland (997), September 2013

32 Total awareness of Minor Injuries Unit Q2. Which if any, Urgent Care Services are you aware of? Minor Injuries Unit Gender Age Social grade Health and Social Care Trust % Overall Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 45% 45% 45% 4 55% 49% 44% 48% 36% 48% 43% 41% 34% 41% 50% 6 32 When looking at the combined spontaneous and prompted awareness of MIUs, awareness of this Urgent Care Service is still significantly lower than any other. Awareness is particularly low among people living in the Southern H&SCT and those aged 65+. Driven by high spontaneous awareness, total awareness of Minor Injuries Units is higher than average among people living in the South Eastern H&SCT. Base: All adults aged 16+ in Northern Ireland (997), September 2013

33 Almost two-thirds of people aware of a MIU are aware of one in their local area 33 Q3. Are you aware of a Minor Injuries Unit (MIU) in your area? % Aware of MIU in local area South Eastern (110) Health and Social Care Trust 8 Southern (66*) 67% No 36% Western (93*) Belfast (75*) 60% 55% 64% Yes Northern (108) 54% Two thirds (64%) of people who are aware of Minor Injuries Units know of one in their area. Awareness of a local MIU is higher among people living in the South Eastern Trust than those living in the Western, Northern or Belfast Trust areas. Base: All adults aged 16+ who have heard the term Minor Injuries Unit (452), September 2013

34 Just over one in ten people have used a MIU, significantly fewer than have used an Emergency Dept 34 Q4. Have you ever used any of the following Urgent Care Services for yourself? GP Pharmacy Emergency Department GP out-of-hours % 5 46% 40% 73% Almost three quarters (73%) have used a GP for themselves. Just over half (5) have gone to a Pharmacy however, significantly fewer men have used a Pharmacy compared to women (46% versus 58% respectively). Overall just one in five (19%) have used 999 Ambulance service but this rises to 27% of over 65s. Self-care 999 Ambulance service 19% 36% People living within the Belfast H&SCT area are significantly more likely to have used a GP (9) and a Pharmacy (65%) than average. Minor Injuries Unit None 1 10% Although awareness of MIUs is much higher among people living in the South Eastern H&SCT area, they are no more likely to have used one than average. Base: All adults aged 16+ in Northern Ireland (997), September 2013

35 There are differences in the use of Urgent Care Services by gender 35 Q4. Have you ever used any of the following Urgent Care Services for yourself? GP Emergency Department Pharmacy Self-care GP out-of-hours 999 Ambulance service Minor Injuries Unit % Men Women 50% 43% 46% 58% 37% 36% 34% 46% 19% 19% % 7 As mentioned on the previous page, men are less likely to have used a Pharmacy than women. However, significantly more men have used the Emergency Department compared to women (50% versus 43% respectively). Perhaps reflecting higher awareness of the service among women, they are more likely to have used GP out-of-hours than men (46% versus 34% respectively). None 10% 9% Base: All men (467) and women (530) aged 16+ in Northern Ireland, September 2013

36 36 GP Visits Waiting times Reason for visiting Awareness of alternatives Satisfaction with treatment

37 Use of GP 37 Q4. Have you ever used any of the following Urgent Care Services for yourself? % Overall (723) 73% Gender Male (467) Female (530) 73% 7 Age Social grade years (152) years (179) years (164) years (167) years (130) 65+ years (205) ABC1 (418) C2DE (577) 75% 69% 74% 7 74% 7 74% 74% There is very little difference in the use of GPs between the demographic sub-groups. However, people living in the Belfast H&SCT and the Western H&SCT are more likely to have used their GP than average. Health and Social Care Trust Belfast (181) South Eastern (177) Southern (196) Western (225) Northern (218) 64% 66% 6 78% 9 Base: All adults aged 16+ in Northern Ireland (997), September 2013

38 Almost a quarter of people who have used a GP have done so in the last to weeks 38 Q5. When, if at all, did you last use a GP? % Last used a GP Within the last fortnight 24% Within the last month Two to three months ago 19% 20% Females are more likely to have seen a GP recently. Significantly more women (27%) have used a GP in the last fortnight than men (20%). Four to six months ago Seven to twelve months ago 9% 1 Also, people with two children aged under 16 in the household are more likely to have visited a GP in the last two weeks. More than twelve months ago 15% Don't know Base: All adults aged 16+ who have used a GP (723), September 2013

39 The majority of those using a GP are being seen within twenty minutes 39 Q7. When you used the GP, how soon were you attended to? % On arrival Within 10 minutes Within 20 minutes 10% 28% 41% People living in the South Eastern (14%) and Western H&SCT (13%) are more likely to have been seen on arrival than those living in the Northern (6%) and Belfast (5%) H&SCT areas. Withing 30 minutes 13% Within one hour Over one hour 6% 4% Average wait over one hour 1 hour 24 minutes Base: All adults aged 16+ who have used a GP (723), September 2013

40 There are many ailments that people go to the GP for. One in ten are going to the GP simply for a check-up 40 Q6. Why did you use the GP? Check-up Back ache Cough or sore throat Chest pain Prescription/medication Tummy ache/sore belly Flu - like symptoms Headache Ear pain Breathing difficulties Mental well-being/stress Infection Skin issue/rash/burn Painful cough/runny nose Pain (general) Relative was ill Blood tests Blood pressure Arthritis Female issue Other Can't remember % 3% 3% 3% 3% 3% 3% Other issues less than 2 % 4% 4% 5% 5% 5% 7% 9% 9% 10% Base: All adults aged 16+ who have used a GP(723), September 2013

41 Almost two-thirds of people who went to the GP for treatment think there was no alternative available 41 Q9a. Was there somewhere else you could have been treated for your ailment? Pharmacy % 8% Emergency Department Self-care GP out-of-hours Minor Injuries Unit 999 Ambulance service Others No alternative Don't know 4% 3% 3% 1% 0% 7% 8% There are no significant differences across the demographic subgroups in terms of those who say they have no alternative to the GP for treatment. This indicates that those using the GP feel that they are using it for the right things. 64% Base: All adults aged 16+ who have used a GP for treatment of an ailment listed by HSCB (154), September 2013

42 Demographic breakdown of those who say they had no alternative to using a GP 42 Q9a. Was there somewhere else you could have been treated for your ailment? % No alternative Overall 64% Gender Male Female 63% 64% Age Social grade years years years years years 65+ years ABC1 C2DE 55% 7 67% 65% 59% 66% 61% 66% There are no significant differences across the demographic sub-groups in terms of those who said they had no alternative to using a GP. Health and Social Care Trust Belfast South Eastern Southern Western Northern 69% 66% 63% 59% 60% Base: All adults aged 16+ in Northern Ireland who say they had no alternative to a GP for an ailment listed by HSCB (98*), September 2013 *CAUTION:Small base

43 Six in ten people attending a GP are very satisfied with the treatment they received 43 Q8. How satisfied or dissatisfied were you with the treatment you received when using a GP? Fairly satisfied 30% Satisfaction Fairly dissatisfied Very dissatisfied Neither 94% 64% Very satisfied Gender Age Social grade H&SCT Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern % Very satisfied 47% 53% 53% 60% 69% 67% 68% 65% 6 65% 60% 66% 64% 73% 54% Young people (53%) and those living in the Northern Trust are less likely to be very satisfied with GP treatment than average. In terms of overall satisfaction, almost every one living in the Western H&SCT area (98%) say they are satisfied with the treatment they received at their GP. Base: All adults aged 16+ who have used a GP(723), September 2013

44 The main reasons for not choosing the GP is that people did not feel their ailment was that serious 44 Q9b. Why did you not use the GP? Ailment was not that serious % 60% Waiting times 1 Alternative was closed Did not think ailment could be treated at alternative Transport not available to alternative 1% 1% 9% Seven in ten (7) of those with headaches did not choose the GP because they did not feel their ailment was serious enough. Never used it before 1% Other answers 14% Don't know 1% Base: All adults aged 16+ who did not use an a GP as an alternative (86*), September 2013 *CAUTION:Small base

45 45 Pharmacy Visits Waiting times Reason for visiting Awareness of alternatives Satisfaction with treatment

46 Use of a Pharmacy 46 Q4. Have you ever used any of the following Urgent Care Services for yourself? Overall % 5 Gender Age Social grade Health and Social Care Trust Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 46% 58% 46% 55% 51% 49% 5 59% % 44% 5 53% 65% Similar to other Urgent Care Services, Men (46%) are less likely to use a Pharmacy than women (58%). More people of pensionable age say they have visited a Pharmacy than average. Six in ten (59%) over-65s have used a Pharmacy compared to 5 overall. Use of a Pharmacy is higher in the Belfast H&SCT than any other H&SCT area. Base: All adults aged 16+ in Northern Ireland (997), September 2013

47 Just over half have used a Pharmacy in the last fortnight 47 Q5. When, if at all, did you last use a Pharmacy? % Last used a Pharmacy Within the last fortnight 51% Within the last month Two to three months ago Four to six months ago Seven to twelve months ago 7% 4% 4% 2 Similar to the use of GPs women are more likely to have been to a Pharmacy within the last fortnight compared to men (58% versus 46% respectively). More than twelve months ago 10% Don't know Base: All adults aged 16+ who have used a Pharmacy (523), September 2013

48 Perhaps reflecting the type of service a Pharmacy provides, most people using it are seen to on arrival 48 Q7. When you used the Pharmacy, how soon were you attended to? % On arrival 76% Within 10 minutes 20% Within 20 minutes Withing 30 minutes 1% No one using a Pharmacy had to wait more than one hour. Within one hour 0% Over one hour 0% Base: All adults aged 16+ who have used a Pharmacy (523), September 2013

49 Almost four in ten people are going to the Pharmacy to get a prescription 49 Q6. Why did you use a Pharmacy? Prescription/medication Headache Cough or sore throat Tummy ache/sore belly Painful cough/runny nose Back ache Cuts/sprains Chest pain Skin issue/rash/burn Ear pain Flu - like symptoms Breathing difficulties Foot injury Eye injury/vision problem Knee injury Relative was ill Blood pressure Other Can't remember % 3% 3% 1% 1% 1% 1% 1% 1% 1% 1% 7% 8% 10% 9% Headaches and sore throats are the two main ailments that people to the Pharmacy for treatment. The high percentage of people saying prescription indicates a lack of awareness that prescriptions can only be filled at a Pharmacy. 37% Base: All adults aged 16+ who have used a Pharmacy (523), September 2013

50 The most mentioned alternative to being treated at a Pharmacy is a GP 50 Q9a. Was there somewhere else you could have been treated for your ailment? GP % 15% Self-care Emergency Department GP out-of-hours Minor Injuries Unit 999 Ambulance service Others 6% 1% 0% 0% 9% Three in ten (29%) people aged years say they could have used a GP as alternative to using a Pharmacy, this is significantly higher than average. No alternative 57% Don t know 11% Base: All adults aged 16+ who have used a Pharmacy for treatment of an ailment listed by HSCB (121), September 2013

51 Demographic breakdown of those who say they had no alternative to using a Pharmacy 51 Q9a. Was there somewhere else you could have been treated for your ailment? Overall % No alternative 57% Gender Male Female 48% 63% Age Social grade years years years years years 65+ years ABC1 C2DE 50% 50% 50% 50% 55% 59% 80% 70% Similar to GP there are no significant differences across the demographic sub-groups in terms of those who said they had no alternative to using a Pharmacy. Health and Social Care Trust Belfast South Eastern Southern Western Northern 60% 67% 53% 64% 45% Base: All adults aged 16+ in Northern Ireland who say they had no alternative to a Pharmacy for an ailment listed by HSCB (69*), September 2013 *CAUTION:Small base

52 Just over three quarters are very satisfied with the treatment received at a Pharmacy Q8. How satisfied or dissatisfied were you with the treatment you received when using a Pharmacy? Satisfaction Gender Male Female % Very satisfied 52 73% 79% Fairly satisfied Neither Fairly dissatisfied 1% 1% 2 Age years years years years years 65+ years 74% 71% 74% 78% 81% 79% 98% 76% Social grade Very satisfied H&SCT ABC1 C2DE Belfast South Eastern Southern Western Northern 79% 74% 76% 78% 78% 80% 70% Satisfaction with the treatment received at the Pharmacy is consistently high. Base: All adults aged 16+ who have used a Pharmacy (523), September 2013

53 A quarter of people who did not use a Pharmacy as an alternative did not because it was closed 53 Q9b. Why did you not use the Pharmacy? % Ailment was not that serious 31% Alternative was closed 24% Did not think ailment could be treated at alternative 14% Transport not available to alternative Never used it before Other answers Don't know 4% 24% Various mentions of self care including taking medicines at home, purchasing them at as supermarket or other care methods available at home. Base: All adults aged 16+ who did not use an a Pharmacy as an alternative (51*), September 2013 *CAUTION:Small base

54 54 Emergency Department Visits Waiting times Reason for visiting Awareness of alternatives Satisfaction with treatment

55 Use of an Emergency Department 55 Q4. Have you ever used any of the following Urgent Care Services for yourself? Overall % 46% Gender Age Social grade Health and Social Care Trust Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 50% 43% 49% 46% 51% 48% 39% 44% 35% 47% 46% 55% 47% 48% 46% Men (50%) are more likely to have used an Emergency Department then women (43%). Use of the Emergency Department is much higher than average among people living in the Belfast Trust (55% versus 46% overall). In contrast, people living in the Southern H&SCT area are less likely to have visited an Emergency Department (35%). Base: All adults aged 16+ in Northern Ireland (997), September 2013

56 Six in ten people last used an Emergency Department over a year ago 56 Q5. When, if at all, did you last use an Emergency Department? % Last used an Emergency Dept Within the last fortnight 5% Within the last month Two to three months ago Four to six months ago Seven to twelve months ago More than twelve months ago 6% 9% 10% 10% 59% Perhaps unsurprisingly, people with three or more children at home are more likely to have visited an Emergency Department in the last two weeks. Just over one in ten (11%) have had to use an ED in the last fortnight compared to the average of 5%. Don't know Base: All adults aged 16+ who have used an Emergency Department (462), September 2013

57 A third of people using the Emergency Department waited over an hour to be attended to 57 Q7. When you used the Emergency Department, how soon were you attended to? On arrival Within 10 minutes Within 20 minutes Withing 30 minutes % 17% 9% 1 10% Waiting times vary greatly by age. Almost half of year olds (49%) were waiting over an hour to be attended to compared to just 26% of those aged 65 and over. 48% of people living in the Belfast H&SCT had to wait over an hour at the Emergency Department compared to just 31% of people in the Northern Trust and 26% living in the South Eastern Trust. Within one hour 16% Average wait over one hour Over one hour 36% 3 hours 36 minutes Base: All adults aged 16+ who have used an Emergency Department (462), September 2013

58 Almost one in five people have been to the Emergency Department because of broken bones 58 Q6. Why did you use the Emergency Department? Broken bones Cuts/sprains Chest pain Tummy ache/sore belly Back ache Bleeding/blood loss Breathing difficulties Headache Diarrhoea/vomitting Blacking out/fainting Head injury Foot injury Eye injury/vision problem Damaged muscle/ligaments Kidney/gall-bladder stones Car crash Knee injury Relative was ill % Other issues less than 2 % Others Can't remember 3% 3% 3% 5% 5% 8% 9% 1 17% Base: All adults aged 16+ who have used an Emergency Department (462), September 2013

59 Almost three quarters of those treated at an Emergency Department say they had no alternative available 59 Q9a. Was there somewhere else you could have been treated for your ailment? % GP GP out-of-hours 999 Ambulance service Minor Injuries Unit Pharmacy Self-care Others No alternative 3% 1% 1% 1% 0% 0% 84% Just 1% of those who have had treatment for an ailment at an Emergency Department say they could have gone to a Minor Injuries Unit. Almost three in ten (29%) of those who went there for treatment had broken bones or cuts and sprains. These, in some cases, can be treated in MIUs which indicates there is a lack of awareness of what can be treated in a Minor Injuries Unit. Don t know 8% Base: All adults aged 16+ who have used an Emergency Department for treatment of an ailment listed by HSCB (145), September 2013

60 Demographic breakdown of those who say they had no alternative to using the Emergency Department 60 Q9a. Was there somewhere else you could have been treated for your ailment? Overall % No alternative 84% Gender Age Social grade Health and Social Care Trust Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 81% 88% 71% 83% 78% 80% 90% 78% 89% 74% 74% 90% 89% 96% 97% There is lower awareness of MIUs and GP out of hours among people living in the Belfast H&SCT. As these, in some circumstances, could be used as alternatives to the Emergency Department it is perhaps unsurprising that people in Belfast are more likely to say they have no alternative to the Emergency Department. Base: All adults aged 16+ in Northern Ireland who say they had no alternative to a Emergency Department for an ailment listed by HSCB (122), September 2013

61 Satisfaction among those who received treatment at an Emergency Department is high 61 Q8. How satisfied or dissatisfied were you with the treatment you received when using an Emergency Department? Fairly dissatisfied Fairly satisfied Neither 4% 5% 4% 3 Satisfaction Very dissatisfied 87% 54% Gender Age Social grade Very satisfied H&SCT Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern % Very satisfied 56% 53% 4 47% 57% 56% 55% 67% 39% 54% 54% 47% 57% 64% 60% Perhaps reflecting the longer waits experienced when using the Emergency Department, significantly fewer year olds say they were very satisfied with the treatment they received. Those in the South Eastern Trust and Southern H&SCT have significantly different levels of satisfaction. Base: All adults aged 16+ who have used an Emergency Department (462), September 2013

62 One in five people did not use the Emergency Department as an alternative because of waiting times 62 Q9b. Why did you not use the Emergency Department? % Ailment was not that serious 23% Waiting times 19% Did not think ailment could be treated at alternative 13% Transport not available to alternative 13% Alternative was closed 4% Other answers Don't know 13% 21% This includes various mentions of different forms of self care. Base: All adults aged 16+ who did not use an a Emergency Department as an alternative (48*), September 2013 *CAUTION:Small base

63 63 GP out of hours Visits Waiting times Reason for visiting Awareness of alternatives Satisfaction with treatment

64 Use of GP out-of-hours 64 Q4. Have you ever used any of the following Urgent Care Services for yourself? Overall % 40% Gender Age Social grade Health and Social Care Trust Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern 34% 33% 34% 46% 41% 45% 48% 43% 40% 41% 30% 38% 34% 44% 53% There is higher than average use of GP out-of-hours among people living in the Western H&SCT area (53%), those aged (48%) and women (46%). However, significantly fewer men (34%), people living in the Southern H&SCT (34%) and the Belfast H&SCT areas (30%) have used this Urgent Care Service. Base: All adults aged 16+ in Northern Ireland (997), September 2013

65 Compared to GP (normal hours) fewer have used GP out of hours in the last two weeks 65 Q5. When, if at all, did you last use a GP out of hours? % Last used a GP out of hours Within the last fortnight 3% Within the last month Two to three months ago Four to six months ago Seven to twelve months ago 5% 7% 13% 10% People living in the South Eastern H&SCT (7%) are more likely to have used the GP out of hours in the last two weeks than average (3%). More than twelve months ago 54% Don't know 7% Base: All adults aged 16+ who have used a GP out of hours (403), September 2013

66 Most of those using a GP out of hours are being attended to within the hour 66 Q7. When you used the GP out of hours, how soon were you attended to? % On arrival Within 10 minutes Within 20 minutes 16% 23% 19% Significantly more women (17%) had to wait over an hour to be attended to when using the GP out of hours compared to men (9%). Withing 30 minutes 16% Within one hour Over one hour 13% 14% Average wait over one hour 2 hours 12 minutes Base: All adults aged 16+ who have used a GP out of hours (403), September 2013

67 Virus related ailments such as flu-like symptoms, coughs and sore stomachs are why people use GP OOH 67 Q6. Why did you use the GP out of hours? Flu - like symptoms Cough or sore throat Tummy ache/sore belly Chest pain Breathing difficulties Relative was ill Headache Diarrhoea/vomitting Ear pain Back ache Pain (general) Infection Cuts/sprains Bleeding/blood loss Blacking out/fainting Kidney/Gall-bladder stones % Other issues less than 2 % Others Can't remember 7% 6% 6% 5% 5% 4% 3% 3% 3% 3% 3% 3% 8% 20% Base: All adults aged 16+ who have used a GP out of hours (403), September 2013

68 The majority of people that have used GP out-of-hours do not think there was an alternative 68 Q9a. Was there somewhere else you could have been treated for your ailment? % Emergency Department Pharmacy GP Minor Injuries Unit Self-care Other No alternative Don't know 11% 6% 3% 1% 0% 4% 5% 70% People living in Greater Belfast (8) are significantly more likely to say they have no alternative to the GP out of hours than people living in the rest of Northern Ireland (6). Interestingly, just 46% of people living in the Southern H&SCT area say they have no alternative to the GP out of hours, much fewer than people using the service overall (70%). Alternatives mentioned include Emergency Department, GP and Pharmacy. Base: All adults aged 16+ who have used a GP out of hours for treatment of an ailment listed by HSCB (114), September 2013

69 Demographic breakdown of those who say they had no alternative to using the GP out of hours 69 Q9a. Was there somewhere else you could have been treated for your ailment? Overall % No alternative 70% Gender Male Female 7 69% Age Social grade years years years years years 65+ years ABC1 C2DE 60% 63% 65% 71% 78% 77% 65% 74% People living in the Southern H&SCT area are significantly less likely to say that they have no alternative to the GP out of hours. Health and Social Care Trust Belfast South Eastern Southern Western Northern 46% 63% 73% 79% 76% Base: All adults aged 16+ in Northern Ireland who say they had no alternative to a GP out of hours for an ailment listed by HSCB (80*), September 2013 *CAUTION:Small base

70 Satisfaction with the treatment received when using a GP out of hours is high 70 Q8. How satisfied or dissatisfied were you with the treatment you received when using a GP out of hours? Fairly satisfied Fairly dissatisfied Neither 34% Satisfaction 5% 3% Very dissatisfied 90% 55% Very satisfied Gender Age Social grade H&SCT Male Female years years years years years 65+ years ABC1 C2DE Belfast South Eastern Southern Western Northern % Very satisfied 51% 58% 64% 58% 59% 55% 4 49% 5 58% 55% 60% 47% 63% 48% People living in the Western H&SCT are more likely to be very satisfied with GP out of hours than average. Satisfaction with this urgent care service is very consistent across the demographic sub-groups. Base: All adults aged 16+ who have used a GP out of hours (403), September 2013

71 71 Self care Use of self care Reason for use self care Awareness of alternatives

72 Perhaps unsurprisingly, most have used self care relatively recently and for a headache 72 Q5. When, if at all, did you last use self care? Q6. Why did you use self care? Within the last fortnight Within the last month Two to three months ago Four to six months ago Seven to twelve months ago % Last used self care 46% 17% 9% 9% 4% Headache Blacking out/fainting Cough or sore throat Back ache Skin issue/rash/burn Tummy ache/sore belly Pain (general) Toothache 3% 3% 6% 6% 14% 10% Other issues less than 2 % Others Can't remember % 35% More than twelve months ago Don't know 6% 10% Use of self care for a headache is higher among year olds (5) than average. Base: All adults aged 16+ who have used self care (362), September 2013

73 The majority of people using self care do not think they needed treatment anywhere else 73 Q9a. Was there somewhere else you could have been treated for your ailment? % GP 15% Pharmacy Emergency Department GP out of hours Minor Injuries Unit Other No alternative 11% 4% 1% 1% 5% 6 People suffering from cuts or sprains (1) are more likely to state the Emergency Department as an alternative to self care. Alternatively, three quarters of people suffering from a headache (73%) say they had no alternative self care, significantly more than those suffering from cuts or sprains (55%). Don't know 6% Base: All adults aged 16+ who have used a self care for treatment of an ailment listed by HSCB (114), September 2013

74 Ambulance service Use of 999 Ambulance service Waiting times Reason for calling Awareness of alternatives Satisfaction with treatment

75 Use of 999 Ambulance service 75 Q4. Have you ever used any of the following Urgent Care Services for yourself? Overall % 19% Gender Male Female 19% 19% Age Social grade years years years years years 65+ years ABC1 C2DE 16% 17% 11% 23% 18% 27% 17% 21% Over 65s are significantly more likely to have used the 999 ambulance service (27%). Similar to Emergency Departments, people living in the Southern Trust area are less likely to have used this urgent care service (10%). Health and Social Care Trust Belfast South Eastern Southern Western Northern 10% 19% 23% 20% 23% Base: All adults aged 16+ in Northern Ireland (997), September 2013

76 Two thirds last had to call 999 over a year ago 76 Q5. When, if at all, did you last use 999 Ambulance service? % Last used 999 Ambulance service Within the last fortnight Within the last month 4% Two to three months ago Four to six months ago Seven to twelve months ago 6% 5% 9% Use of the 99 Ambulance service in the last fortnight is higher than average among those aged (8%). More than twelve months ago 66% Don't know 7% Base: All adults aged 16+ who have used 999 Ambulance service (190), September 2013