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31 A Recruitment Questionnaire for older people aged 70+ J31938 Ipsos MORI/J31938 Health Professions Council (HPC)- Hard to Reach Groups Research RESPONDENT RECRUITED FOR: Focus group RESPONDENT NO: Specification - This questionnaire recruits people with the following characteristics: Group: 1 Older people aged 70+ ABC1s Date: Time: Venue Details: Need to recruit participants for 6-8 to attend Mix of men and women aged 70+ Have used services of a health professional (either once or more than once in the last two years) Mix of those living independently and in assisted/residential accommodation ABC1s Manchester Code: 1 Group: 2 Older people aged 70+ C2DEs Date: Time: Venue Details: Need to recruit participants for 6-8 to attend Mix of men and women aged 70+ Have used services of a health professional (either once or more than once in the last two years) Mix of those living independently and in assisted/residential accommodation C2DEs London Code: 2 Good morning/afternoon/evening, my name is from Ipsos MORI, the opinion research organisation. We are conducting research on behalf of the Health Professions Council about the health services that older people use and how they access them. We are looking to recruit a group of people aged 70+ to participate in a discussion group to discuss use of and access to certain health services. You do not need to have heard of the Health Professions Council or be aware of what they do in order to participate in the research. The discussion group will take place in your local area at <LOCATION> on <DATE>. The group will last around an hour and a half. It will be an informal discussion and refreshments will be provided. We are more than happy to make travel arrangements for you in order to attend the group and we would cover the cost of this. In addition, as a thank you for your time we would like to offer you 30 for taking part. There will be about eight people attending for the discussion. 9

32 IF THEY MENTION BRINGING SOMEONE ALONG WITH THEM FAMILY MEMBER/CARER PLEASE REASSURE THEM THAT THIS IS FINE, WE ARE HAPPY TO HAVE PEOPLE ATTEND THE GROUP WITH THEM IF THEY WOULDN T ATTEND OTHERWISE NEED TO STRESS THOUGH THAT ARE INTERESTED IN GAUGING VIEWS OF RESPONDENT ONLY THOUGH. We are looking for particular groups of people. Therefore I would like to ask you some questions about yourself. All information collected will be anonymised. Q1. Would you be interested in taking part? Yes 1 CONTINUE No 2 CLOSE Q2. Have you participated in a focus group discussion for a market research company in the last six months? Yes 1 THANK AND CLOSE No 2 CONTINUE Q3. SHOWCARD A Do you or any members of your immediate family work in any of the following areas, either in a paid or unpaid capacity? Q4. WRITE IN & CODE EXACT AGE Exact Age Journalism/the media 1 Advertising 2 Public relations (PR) 3 THANK AND CLOSE Market Research 4 Doctor/Health professional 5 Public sector 6 (E.G NHS, POLICE, TEACHER) MAXIMUM 3 PER GROUP IF POSSIBLE No, none of these 7 Don t know 8 Q5. CODE SEX (DO NOT ASK) Male 1 Female 2 Under 70 1 THANK AND CLOSE CONTINUE CONTINUE Q6. SHOWCARD B Have you used any of the following health professionals services in the last two years? MULTICODE. READ OUT IF THE RESPONDENT HAS ANY DIFFICULTY SEEING/READING Art therapist 1 CONTINUE Biomedical Scientist 2 Chiropodist/Podiatrist 3 Clinical Scientist 4 Dietician 5 Occupational Therapist 6 Operating Department Practitioner 7 ;

33 Orthoptist 8 Paramedic 9 Physiotherapist 0 Prosthetist/Orthotist X Radiographer Y Speech and Language Therapist 1 None 2 THANK AND CLOSE Don t know/refused 3 THANK AND CLOSE Q7. Have you used any of the health professionals services mentioned just now in the last two years? SINGLE CODE Once 1 TRY TO RECRUIT A MIX IF POSSIBLE More than once 2 Can t remember 3 Other 4 Q8. Which of these best describes your current situation? SINGLE CODE ONLY Retired 1 Housewife/husband 2 Volunteer/Unpaid work 3 Working full time 4 Working part-time 5 Other 6 CONTINUE CONTINUE Q9. SHOWCARD C Which of these best describes your household? SINGLE CODE ONLY Living alone 1 Living with spouse/partner alone 2 Living with spouse/partner and other family 3 Living with children - but not with spouse or partner Shared household other elderly people 5 Retirement Home - Sheltered housing/assisted living housing Nursing/Care Home Other 8 RECRUIT AS BROAD A MIX AS POSSIBLE Q10. Do you have any long-term illness, health problem, or disability which limits your daily activities or the work you can do? SINGLE CODE ONLY Record details: Yes 1 PLEASE RECRUIT A MIX OF CONDITIONS IN TERMS OF TYPE AND SEVERITY IF POSSIBLE NOT ALL RESPONDENTS SHOULD HAVE LONG TERM CONDITIONS WANT GOOD MIX OF THOSE WHO DO AND DO NOT HAVE ANY CONDITIONS APPROX HALF. IF YES PLEASE ASK Q11 >

34 No 2 CONTINUE RECRUIT MIX OF PEOPLE WHO SAY YES AND NO TO THIS QUESTION - SKIP Q11 Refused 3 Q11. Do you have a carer or someone who provides you with regular support or assistance to, either in an informal or formal way? SINGLE CODE ONLY Yes 1 TRY TO RECRUIT A MIX IF No 2 POSSIBLE Not stated 3 THANK AND CLOSE Q12. SHOWCARD D To which one of the groups on this card do you consider you belong? SINGLE CODE ONLY. WHITE British 1 Irish 2 Any other white background 3 CONTINUE MIXED White and Black Caribbean 4 White and Asian 5 Any other mixed background 6 ASIAN ASIAN BRITAIN BLACK BLACK BRITISH OR OR Indian 7 Pakistani 8 Bangladeshi 9 Any other Asian background 0 Caribbean African Any other black background 1 X Y PLEASE TRY TO RECRUIT AT LEAST ONE PER GROUP CHINESE OR OTHER ETHNIC GROUP Chinese 2 Any other background 3 Refused

35 SOCIAL GRADE CATEGORISATION Occupation of Chief Income Earner/Occupation of Chief income earner in last job (if retired) Position/rank/grade Industry/type of company Quals/degree/apprenticeship Number of staff responsible for REMEMBER TO PROBE FULLY FOR PENSION AND CODE FROM ABOVE Class A 1 B 2 C1 3 C2 4 D 5 E 6 NB RECRUIT ACCORDING TO GROUP PROFILE GROUP1 = ABC1s GROUP 2 = C2DEs WHILE THE INCENTIVE OFFERED REPRESENTS THE TOTAL COMPENSATION FOR RESPONDENTS TIME, TRAVEL EXPENSES AND CHILDCARD COSTS, IN EXCEPTIONAL CIRCUMSTANCES ADDITIONAL PAYMENTS CAN BE MADE. QD. Do they need travel costs? Yes 1 No 2 IF YES WRITE IN AMOUNT... QE. Do they need other dependents costs? Yes 1 No 2 IF YES WRITE IN AMOUNT... Interviewer number: Interviewer name (CAPS):... I confirm that I have conducted this interview face to face with the named person of the address attached and that I asked all the relevant questions fully and recorded the answers in conformance with the survey specification and within the MRS Code of Conduct and the Data Protection Act Interviewer Signature:... Date:...

36 THIS MUST BE THE LAST PAGE OF THE QUESTIONNAIRE AND MUST BE SINGLE SIDED B IpsosMORI/J31938 Hard to Reach Groups Research RESPONDENT RECRUITED FOR: Focus group Recruitment Questionnaire RESPONDENT NO: PERSONAL IDENTIFIERS Location: Time: Details Date: Name/Initial/Title: Mr/Mrs/Ms/Miss Address: Full Postcode Tel. Number (WRITE IN INCL. STD code) Home/mobile 1 Work 2 Refused/Ex-directory 3 address (WRITE IN) 1 Is respondent willing to take part and available? Yes 1 No 2 Respondent attended? Yes 1 No 2 B

37 A Recruitment Questionnaire for carers of older people aged 70+ J31938 Ipsos MORI/J31938 Health Professions Council (HPC)- Hard to Reach Groups Research RESPONDENT RECRUITED FOR: Focus group RESPONDENT NO: Specification - This questionnaire recruits people with the following characteristics: Group: 3 Informal Carers Date: Time: Venue Details: Need to recruit participants for 6-8 to attend Informal carers of older people aged 70+ Person for whom they care needs to have used health professionals service in last two years Mix of social grades Mix of conditions/severity of those they care for Mix of housing types (family/non-family in-home care etc) Manchester Code: 3 Good morning/afternoon/evening, my name is from Ipsos MORI, the opinion research agency. We are conducting research on behalf of the Health Professions Council about the health services that older people use and how they access them. We are looking to recruit a group of people who provide regular support or assistance to an elderly person. You do not need to have heard of the Health Professions Council or be aware of what they do in order to participate in the research. The discussion group will take place in your local area at <LOCATION> on <DATE>. The group will last around an hour and a half. It will be an informal discussion and refreshments will be provided. As a thank you for your time, we would offer 30 for attending the group THE INCENTIVE OFFERED REPRESENTS COMPENSATION FOR THEIR TIME, TRAVEL EXPENSES AND ANY CHILDCARE. EXCEPT IN EXCEPTIONAL CIRCUMSTANCES We are looking for particular groups of people, therefore I would like to ask you some questions about yourself. All information collected will be anonymised. A

38 Q2. Would you be interested in taking part? Yes 1 CONTINUE No 2 CLOSE Q3. Have you participated in a focus group discussion for a market research company in the last six months? Yes 1 THANK AND CLOSE No 2 CONTINUE Q4. SHOWCARD A Do you or any members of your immediate family work in any of the following areas, either in a paid or unpaid capacity? Q5. CODE SEX (DO NOT ASK) Journalism/the media 1 Advertising 2 Public relations (PR) 3 THANK AND CLOSE Market Research 4 Doctor/Health professional 5 Public sector 6 (E.G NHS, POLICE, TEACHER) MAXIMUM 3 PER GROUP IF POSSIBLE No, none of these 7 Don t know 8 Male 1 Female 2 Q6. WRITE IN & CODE EXACT AGE Exact Age Refused 8 IF POSSIBLE TRY AND RECRUIT A MIX Q7. Do you provide regular support or assistance to an older person with a long-term illness, health problem, or disability? SINGLE CODE ONLY Yes 1 CONTINUE No 2 THANK AND CLOSE Not stated 3

39 Q8. SHOWCARD B Is the older person that you provide regular support or assistance to? SINGLE CODE ONLY Physically disabled 1 Visually impaired 2 Hearing impaired 3 Have difficulty moving or walking 4 Have dementia 5 Don t know/not sure 6 Other 7 Refused 8 RECRUIT AS BROAD A MIX AS POSSIBLE Q9. What is your relationship to the older person to whom you are providing care? Parent or Parent-in-law 1 Other relative 2 Other non-relative 3 RECRUIT AS BROAD A MIX AS POSSIBLE Q10. SHOWCARD C Has the person for whom you provide regular support or assistance used the any of the following health professionals services in the last two years? MULTICODE. Art therapist 1 Biomedical Scientist 2 Chiropodist/Podiatrist 3 Clinical Scientist 4 Dietician 5 Occupational Therapist 6 Operating Department Practitioner 7 CONTINUE Orthoptist 8 Paramedic 9 Physiotherapist 0 Prosthetist/Orthotist X Radiographer Y Speech and Language Therapist 1 None 2 THANK AND CLOSE Don t know/refused 3 THANK AND CLOSE Q11. Has the person for whom you provide regular support or assistance in the last two years used any of health professionals services mentioned just now in the last two years? SINGLE CODE Once 1 TRY TO RECRUIT A MIX IF POSSIBLE More than once 2 Can t remember 3 Other 4 Q12. SHOWCARD D Which of these best describes your current situation? Working - Full-time (30+ hrs) 3 - Part-time (9-29 hrs) 4 Not working - Unemployed seeking work 5 Unemployed - not seeking work 6 - retired 7 - looking after house/children 8 - invalid/disabled 9 Student 10 Other 11 CONTINUE CONTINUE

40 SHOWCARD E To which one of the groups on this card do you consider you belong? SINGLE CODE ONLY. WHITE British 1 Irish 2 Any other white background 3 CONTINUE MIXED White and Black Caribbean 4 White and Asian 5 Any other mixed background 6 ASIAN ASIAN BRITAIN BLACK BLACK BRITISH OR OR Indian 7 Pakistani 8 Bangladeshi 9 Any other Asian background 0 Caribbean African Any other black background 1 X Y PLEASE TRY TO RECRUIT AT LEAST ONE PER GROUP CHINESE OR OTHER ETHNIC GROUP Chinese 2 Any other background 3 Refused 5 SOCIAL GRADE CATEGORISATION Occupation of Chief Income Earner/Occupation in last job (if retired) Position/rank/grade Industry/type of company Quals/degree/apprenticeship Number of staff responsible for REMEMBER TO PROBE FULLY FOR PENSION AND CODE FROM ABOVE Class A 1 B 2 C1 3 C2 4 D 5 E 6 TRY TO RECRUIT A MIX IF POSSIBLE WHILE THE INCENTIVE OFFERED REPRESENTS THE TOTAL COMPENSATION FOR RESPONDENTS TIME, TRAVEL EXPENSES AND CHILDCARD COSTS, IN EXCEPTIONAL CIRCUMSTANCES ADDITIONAL PAYMENTS CAN BE MADE. 3

41 QD. Do they need travel costs? Yes 1 No 2 IF YES WRITE IN AMOUNT... QE. Do they need other dependents costs? Yes 1 No 2 IF YES WRITE IN AMOUNT... Interviewer number: Interviewer name (CAPS):... I confirm that I have conducted this interview face to face with the named person of the address attached and that I asked all the relevant questions fully and recorded the answers in conformance with the survey specification and within the MRS Code of Conduct and the Data Protection Act Interviewer Signature:... Date:... 9

42 B THIS MUST BE THE LAST PAGE OF THE QUESTIONNAIRE AND MUST BE SINGLE SIDED IpsosMORI/J31938 Hard to Reach Groups Research RESPONDENT RECRUITED FOR: Focus group Recruitment Questionnaire RESPONDENT NO: PERSONAL IDENTIFIERS Location: Time: Details Date: Name/Initial/Title: Mr/Mrs/Ms/Miss Address: Full Postcode Tel. Number (WRITE IN INCL. STD code) Home/mobile 1 Work 2 Refused/Ex-directory 3 address (WRITE IN) 1 Is respondent willing to take part and available? Yes 1 No 2 Respondent attended? Yes 1 No 2 ;

43 Topic Guide Health Professions Council Final Topic Guide 25 January 2008 Topic guide discussion groups with older people aged ½ hours Background to research The Health Professions Council is interested in conducting research amongst older people ; specifically people aged 70+, as a key audience and hard-to-reach group. The HPC wants to determine how this audience make use of the services of the health professionals which it regulates, as well as gauging the awareness of the HPC and health regulation amongst this group. Moderator Refer to the 13 Health Professions that the HPC regulates overleaf Key objectives There are a number of key objectives to explore: o Understanding and awareness of health regulation the HPC; o Usage of health professionals; for example the process by which people seek advice. Specifically, do they go directly to a private practitioner? Do they obtain a referral from their GP? Do they receive home visits by health professionals? Are these services signposted to them by third parties? o The best way to reach these members of the public. Description Comments Time (min) 5 1. Introduction: Welcome Introduce Ipsos MORI Housekeeping mobile phones/toilets/fire exits Outline Ipsos MORI s role independent research organisation, gather all opinions: all opinions valid, no right or wrong answers. Explain recording permission confidential and anonymous. 2. Gauging awareness and understanding of the HPC o Had you heard of the Health Professions Council (HPC) before today? IF YES Where/how? o The HPC replaced the Council for Professions Supplementary to Medicine (CPSM) in April Has anyone heard of the CPSM? o Just out of interest has anybody heard of the General Medical Council, or the Nursing and Midwifery Council? IF ANY PARTICIPANTS HAVE HEARD OF THE HPC PLEASE PROBE: o Can anybody tell me what the HPC is/does? o Does anybody have any idea what their responsibilities or main functions are? Welcome: orientates respondent, gets them prepared to take part in the discussion Outlines the rules of the interview/group (including those we are required to tell them about under MRS and Data Protection Act guidelines) This section will gauge initial spontaneous awareness and understanding of the HPC before any indepth discussions start. This area will be probed in more detail later, but it is interesting to just gauge very initial responses 10 >

44 Explain: The HPC is a statutory regulator that works to protect the health and well-being of people using the services of the health professionals registered with them. The HPC currently registers over 180,000 professionals from 13 different professions. They only register professionals who meet their standards for their professional skills, behaviour and health. Part of their role involves making the public aware of who they are and what they do. o Does that explanation make sense? Does everyone have a better idea of what the HPC does now? PLEASE MAKE SURE ALL RESPONDENTS ARE SUFFICIENTLY AWARE OF HPC AND ITS ROLE AND FUNCTION. STRESS THAT THEY ARE NOT INVOLVED WITH THE NHS, DOCTORS OR NURSES THEY ONLY REGULATE OTHER PROFESSIONS AND HAVE A DUTY TO PROTECT THE PUBLIC Protecting the public Protecting the professionals it represents by regulating standards 3. Older people exploring the health professionals they use Explain: The HPC is interested in us speaking to you today because you have used the services one or more of the health professions that they regulate within the past year or two. The HPC actually regulates 13 different health professions, excluding professionals like doctors and nurses. I m going to show you a list here which explains which professions the HPC regulates. SHOW LIST A (ones in bold are most likely to be used by older people) Art therapist Biomedical scientist Chiropodist/Podiatrist Clinical scientist Dietician Occupational Therapist Operating Department Practitioner Orthoptist Paramedic Physiotherapist Prosthetist/Orthotist Radiographer Speech and Language therapist o So, just to start, could you tell me which of these health professionals you ve been to see? IF FEW RESPONSES (should all have used at least one within the last two years) - Or anyone else you know? PLEASE MAKE A NOTE OF THE HEALTH PROFESSIONS USED IN THE GROUP AND ALSO THOSE CITED MOST OFTEN o When did you start using the services of professionals that are on the list we looked at just

45 Topic Guide o How often do you use the services of each of the health professionals you mentioned just now? Do you visit them regularly or just now and then when you need to? o How did you find out about them in the first place? Did a doctor recommend that you see them, or was it something that you decided to do on your own? IF WENT UPON THE ADVICE OF A DOCTOR: o Did you get a referral from your doctor on the NHS to go and see the health professional? If so, how long did you have to wait to see them? o Did you have to pay for the visits to the health professional or are these paid for you on the NHS? o Were you happy to go to the health professional that your doctor recommended/referred you to? Do you trust your doctor to find you the right person to see? IF WENT TO A HEALTH PROFESSIONAL INDEPENDENTLY OF ADVICE FROM DOCTOR ETC.: o Did you find a health professional that you needed to see yourself, or did somebody else you know do it for you? PROBE FULLY FOR WHO IT WOULD BE Family/Carer/Spouse/Neighbour etc. IF SOMEBODY ELSE FINDING THEM A HEALTH PROFESSIONAL: o Who is it that took care of finding you someone to see/visit? PROBE Family/spouse? Friend/neighbour? Carer? IF THEY FOUND A HEALTH PROFESSIONAL THEMSELVES: o How did you find someone that you wanted to go and see? Did/do you look them up or did/do you go to a particular health professional upon the advice or recommendation of someone else? o Do you know if the health professional you visit is registered with anybody? Do you know about any qualifications that they have? How important is this to you? ASK OF ALL o Who would you trust to recommend a good health professional for you to use? PROBE FOR: FAMILY FRIENDS NEIGHBOURS DOCTOR CARER LOCAL COUNCIL OTHER? REPEAT ABOVE QUESTION FOR - Who would you not trust?

46 4. Usage of Health Professionals Explain: We spoke briefly before about visiting health professionals. I just want to ask you a bit more about the actual visits themselves now. o Does the health professional come and see you when you need treatment? Or do you visit them at their practice/office/clinic? o How often do you see them? o Does anybody help you to get there when you visit them? Who is it that helps you? PROBE FULLY family member/spouse? Carer? Friend/neighbour? o Do you travel far to reach them? Or are they very local? Is it more important for you to see someone as locally as possible, or would you be happy to travel a longer distance to see someone if you thought they might be better? o Do you see the same person each time, or is it often a different person who treats you? 5.Exploring dissatisfaction with health professionals Explain: I now want to find out in a bit more detail about satisfaction and dissatisfaction with any of the services you ve received from the health professionals you visit. o Would you say that you are generally satisfied or dissatisfied with the treatment that you receive from the health professionals that you visit? o What are the main things that have lead/would lead you to be dissatisfied with the service/treatment you receive? PROBE FULLY SHOW LIST C Treatment received is not working/of any benefit Behaviour of health professional is not what it should be Attitude of health professional is not what it should be Have concern about the standards of health and safety/environment of where the health professional works o Has anybody ever made a complaint against a health professional that they ve received treatment from? o If you have been/were dissatisfied with the services of a health professional, would you stop using them? o Have you told anyone/would you tell anyone if you were dissatisfied? Who have you/or would you tell? PROBE FOR: FRIENDS/NEIGHBOURS FAMILY DOCTOR LOCAL COUNCIL HEALTH REGULATOR? B

47 Topic Guide o Would you want to tell somebody about it officially? Why/Why not? Who would you go to/have you been to make an official complaint? PROBE FOR: HEALTH PROFESSIONAL THEMSELVES LOCAL DOCTOR LOCAL COUNCIL HEALTH REGULATOR HPC? OTHER BODY? CARE HOME IF RESP IS A CARE HOME RESIDENT? OTHER? MODERATOR: KEY SECTION BELOW - PLEASE ALLOW PLENTY OF TIME 6. Increasing awareness of the HPC amongst older people Coming to a close soon, I just wanted to ask you all a few more questions: Do you read a newspaper on a regular basis, by which I mean at least three times a week? IF YES: Is that a national newspaper or a local one? Do you listen to the radio on a regular basis, by which I mean at least three times a week? IF YES: Is that national radio, or local radio? Do you watch television regularly, by which I mean at least three times a week? IF YES: Do you watch one channel more than others? How often have you visited your doctor in the last year would you say? Do you use the internet at all? Explain: The HPC is keen to make more people aware of its role and how it can help people if they want to check that a health professional is registered, find a registered professional in their local area, or if they have a complaint to make about the services of a specific health professional. They are particular interested in the views of older people. I just want to now explore the best ways that the HPC might be able to increase awareness of themselves and what they do o Are you the person most likely to find out about the services of a health professional if you needed to use one, or would it be somebody else that you know who would do it for you? PROBE FULLY FOR WHOM IT WOULD BE Family/Carer/Spouse/Neighbour etc. o Are you the person most likely to make a complaint if you had one, or would somebody else make it on your behalf, or jointly? o In what ways do you think the HPC could reach you to let you know about what they do, and how they could help you in finding a health professional, or checking that someone is registered? SPONTANEOUS RECORD INITIAL RESPONSES 20 A

48 THEN PROBE FOR: Newspapers local/national Radio local/national Local hospital GP surgery Local pharmacy Council/Local authority Charities for older people Leaflet through your door Via friends/family/carers o If you wanted information on any of the 13 Health Care Professionals that the HPC regulates, where do you think would be best to find it? o What would be the key things you d want to know? THANK ALL THE RESPONDENTS & HAND OUT THE HPC PUBLIC INFO POSTER/INFORMATION LEAFLET THEN ASK: Has anybody seen one of these? PLEASE HAND ONE OUT TO RESPONDENTS WHO WOULD LIKE TO TAKE ONE HOME HAS THE HPC HELPLINE NUMBER IF ANYONE WANTS TO CHECK/FIND A HEALTH PROFESSIONAL AND IF THEY HAVE A COMPLAINT TO REGISTER THANK AND CLOSE 3

49 Topic Guide Health Professions Council Final Topic Guide 25 January 2008 Topic guide discussion groups with informal carers of older people aged ½ hours Background to research The Health Professions Council is interested in conducting research amongst older people ; specifically people aged 70+, as a key audience and hard-to-reach group. The HPC wants to determine how this audience make use of the services of the health professionals which it regulates, as well as gauging the awareness of the HPC and health regulation amongst this group. The HPC is interested in speaking to some informal carers of older people aged 70+ as they are likely to quite involved with finding out about, and organising visits to a health professional on behalf of the older person they care for. Moderator Refer to the 13 Health Professions that the HPC regulates overleaf Key objectives There are a number of key objectives to explore: o Understanding and awareness of health regulation and the HPC; o Usage of health professionals; for example the process by which people seek advice. Specifically, do they go directly to a private practitioner? Do they obtain a referral from their GP? Do they receive home visits by health professionals? Are these services signposted to them by third parties? o The best way to reach these members of the public. Description Comments Time (min) 5 1. Introduction: Welcome Introduce Ipsos MORI Housekeeping mobile phones/toilets/fire exits Outline Ipsos MORI s role independent research organisation, gather all opinions: all opinions valid, no right or wrong answers. Explain recording permission confidential and anonymous. Welcome: orientates respondent, gets them prepared to take part in the discussion Outlines the rules of the interview/group (including those we are required to tell them about under MRS and Data Protection Act guidelines) 3

50 2. Gauging awareness and understanding of the HPC o Had you heard of the Health Professions Council (HPC) before today? IF YES Where/how? o The HPC replaced the Council for Professions Supplementary to Medicine (CPSM) in April Has anyone heard of the CPSM? o Just out of interest has anybody heard of the General Medical Council, or the Nursing and Midwifery Council? IF ANY PARTICIPANTS HAVE HEARD OF THE HPC PLEASE PROBE: o Can anybody tell me what the HPC is/does? o Does anybody have any idea what their responsibilities or main functions are? Explain: The HPC is a statutory regulator that works to protect the health and well-being of people using the services of the health professionals registered with them. The HPC currently registers over 180,000 professionals from 13 professions. They only register professionals who meet their standards for their professional skills, behaviour and health. Part of their role involves making the public aware of who they are and what they do. o Does that explanation make sense? Does everyone have a better idea of what the HPC does now? PLEASE MAKE SURE ALL RESPONDENTS ARE SUFFICIENTLY AWARE OF HPC AND ITS ROLE AND FUNCTION. STRESS THAT THEY ARE NOT INVOLVED WITH THE NHS, DOCTORS OR NURSES THEY ONLY REGULATE OTHER PROFESSIONS AND HAVE A DUTY TO PROTECT THE PUBLIC Protecting the public Protecting the professionals it represents by regulating standards 3. Older people exploring the health professionals they use Explain: The HPC is interested in us speaking to you today because you care for someone who has used or uses the services one or more of the health professions that they regulate within the past year or two. The HPC actually regulates 13 different health professions, excluding professionals like doctors and nurses. I m going to show you a list here which explains which professions the HPC regulates. SHOW LIST A (ones in bold are most likely to be used by older people) Art therapist Biomedical scientist Chiropodist/Podiatrist Clinical scientist Dietician Occupational Therapist Operating Department Practitioner This section will gauge initial spontaneous awareness and understanding of the HPC before any indepth discussions start. This area will be probed in more detail later, but it is interesting to just gauge very initial responses

51 Topic Guide Orthoptist Paramedic Physiotherapist Prosthetist/Orthotist Radiographer Speech and Language therapist o So, just to start, could you tell me which of these health professionals the person you care for has used? PLEASE MAKE A NOTE OF THE HEALTH PROFESSIONS USED IN THE GROUP AND ALSO THOSE CITED MOST OFTEN o When did the person you provide care for start using the services of professionals that are on the list we looked at just now? o How often do they use the services of each of the health professionals you mentioned just now? Do they use them regularly or just now and then when they need to? o How involved are you with the care they receive from the health professional? IF ARE INVOLVED: Are you there when they receive their treatment? Has anything ever gone wrong with a health professional that s treated them, do you know? IF YES What was done about it do you know? o Did the person you care for find out about the health professional on their own or through their doctor, or was this something that you did for them? IF WENT UPON THE ADVICE OF A DOCTOR: o Did the person you care for get a referral from their doctor on the NHS to go and see the health professional? If so, how long did they have to wait to see the health professional? o Do you know if they have to pay for the visits to the health professional or are these paid for them on the NHS? o Do you know if they were happy to go to the health professional that their doctor recommended/referred them to? IF THE OLDER PERSON FOUND A HEALTH PROFESSIONAL ON THEIR OWN: o Do you know how the person you care for found out about someone that they wanted to go and see? Did/do they look them up or did/do they go to a particular health professional upon the advice or recommendation of someone else for example? o Do you know if the health professional the person you care for uses is registered with anybody? Do you know about any qualifications that they have? 39

52 o How would you find a health professional if you needed to for yourself? Who would you ask/where you would you find out? ASK OF ALL o Who would you trust to recommend a good health professional for the person you care for to use? PROBE FOR: YOUR/THEIR FAMILY YOUR/THEIR FRIENDS YOUR/THEIR NEIGHBOURS YOUR/THEIR DOCTOR LOCAL COUNCIL OTHER? o And who would you trust to recommend a good health professional if it was for you? Would you be more or less trusting do you think? REPEAT ABOVE QUESTIONS FOR - o Who would you not trust? 4. Usage of Health Professionals Explain: We spoke briefly before about visiting health professionals. I just want to ask you a bit more about the actual visits themselves now. o Does the health professional come and see the person you care for in-home when they need treatment? Or do they visit them at their practice/office/clinic? o How often do they/you see them? o Do you accompany the person you care for when they visit the health professional? o Do they go alone, or does someone else (but not you) go with them? o Does the person you care for have to travel far to reach the health professional? Or are they very local? Is it more important for them to see someone as locally as possible, or would they be happier to travel a longer distance to see someone if they thought they might be better do you think? o Do you know if they see the same person each time, or is it often a different person? 5.Exploring dissatisfaction with health professionals Explain: I now want to find out in a bit more detail about satisfaction and dissatisfaction with any of the services you ve received from the health professionals you visit. o Would you say that you and/or the person you care for are generally satisfied or dissatisfied with the treatment that they receive from the health professionals that they visit? o What are the main things that you think would lead to the person you care for being dissatisfied with the service they receive? PROBE FULLY o Has anybody ever made a complaint against a health ;

53 Topic Guide professional that they ve received treatment from? o If you and/or the person you care for have been/were dissatisfied with the services of a health professional, would you stop using them? o Have you or would they tell anyone if you/they were dissatisfied? Who have you/or would you tell? PROBE FOR: FRIENDS/NEIGHBOURS FAMILY DOCTOR LOCAL COUNCIL HEALTH REGULATOR? o Would you or the person you care for want to tell somebody about it officially? Why/Why not? Who would you/they go to/have been to make an official complaint? PROBE FOR: HEALTH PROFESSIONAL THEMSELVES LOCAL DOCTOR LOCAL COUNCIL HEALTH REGULATOR HPC? OTHER BODY? CARE HOME IF RESP IS A CARE HOME RESIDENT? OTHER? 6. Increasing awareness of the HPC amongst older people Do you use the internet at all? IF YES How often would you say? Do you read the newspaper on a regular basis, by which mean at least three times a week? IF YES Is this a national paper, or a local paper? Do you listen to the radio on a regular basis, by which I mean at least three times a week? IF YES Is this national radio or local radio? Do you watch television regularly, by which I mean at least three times a week? IF YES Do you watch one channel more than any other? How often would you say the person you care has visited their doctor in the last year? Explain: The HPC is keen to make more people aware of its role and how it can help people if they want to check that a health professional is registered, find a registered professional in their local area, or if they have a complaint to make about the services of a specific health professional. They are particular interested in the views of older people and the people who provide regular care for them. I just want to now explore the best ways that the HPC might be able to increase awareness of themselves and what they do o Are you the person most likely to find out about the services of a health professional if you or the person you provide care for needed to use one, or would it be somebody else that you know who would do it for you? 20 3>

54 PROBE FULLY FOR WHOM IT WOULD BE Family/Spouse/Neighbour etc. o Is the person you care for most likely to make a complaint if they had one, or would you or anyone else be likely to do it on their behalf, or jointly? o In what ways do you think the HPC could reach you to let you or the person you care for know about what they do, and how they could help the person you care for in finding a health professional, or checking that someone is registered? SPONTANEOUS RECORD INITIAL RESPONSES THEN PROBE FOR: Newspapers local/national Radio local/national Local hospital GP surgery Local pharmacy Council/Local authority Charities for older people Leaflet through your door Via friends/family/carers o If you wanted information on any of the 13 Health Care Professionals that the HPC regulates, where do you think would be best to find it? o What would be the key things you d want to know? THANK ALL THE RESPONDENTS & HAND OUT THE HPC PUBLIC INFO POSTER/INFORMATION LEAFLET THEN ASK: Has anybody seen one of these? PLEASE HAND ONE OUT TO RESPONDENTS WHO WOULD LIKE TO TAKE ONE HOME HAS THE HPC HELPLINE NUMBER IF ANYONE WANTS TO CHECK/FIND A HEALTH PROFESSIONAL AND IF THEY HAVE A COMPLAINT TO REGISTER THANK AND CLOSE 3@