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Insight from South East London People’s Panel survey 2 September – October 2023
The second South East London (SEL) People’s Panel survey was carried out between September and October 2023. We wanted to understand how people are getting health and care help, advice and information when they need it. The survey also included the regular temperature check questions regarding health, happiness, control of life, loneliness and safety in people’s environment.
At the time of this survey in autumn 2023, there were 1050 panel members from across all six boroughs in south east London. The survey was open to panel members for two weeks and a total of 233 responses were received, representing a response rate of 23%.
Outline key insight
The infographic below summarises the key findings from the regular keeping well tracker questions regarding health, happiness, control of life, loneliness and safety in people’s environment.
When in need of help and/or advice when unwell or injured, the most common call of action chosen by respondents was:
self-care and their medicine cupboard (41%),
followed by going to their local pharmacy (34%) and Google/the internet (34%).
76% of respondents said that they have never contacted 999 followed by 68% who have never used NHS 111 online, with 10% of respondents not knowing about this option. Only 7% of respondents said they did not know about Urgent Treatment Centres (UTC)/Minor Injuries Units (MIU).
Respondents said they would turn to their medicine cupboard for self-care or use their local pharmacy for their own minor health conditions or those experienced by any children they are caring for (e.g. (52%) for stomach ache, (44%) fever/high temperature, (46%) vomiting/being sick).
People also gave feedback that they face barriers in accessing GP support or NHS 111 by phone and highlighted: waiting times, difficulty in getting appointments and language barriers when using online or phone services.
Survey responses show that people are generally confident in knowing where to go for different medical conditions and symptoms, based on the urgency and severity of the condition. There are a range of different factors which influence this decision with the risk and severity of symptoms being an important factor (for 56% of people), positive/negative personal experience, ease of access, the need for reassurance – professional advice for children, barriers of accessing other services (e.g. GP, NHS 111)
89% of survey respondents said that they have used A&E and in 70% of these cases it was not for a life-threatening emergency. The most frequently mentioned health conditions were related to accidents, pain, broken bones, breathing problems, chest pain and pre-existing medical conditions. The key reason for choosing to go was that they would be able to diagnose and treat these problems.
Preferred ways of receiving/finding information are from the NHS website (43%), text message (39%), a leaflet through the letter box (21%), poster leaflet at NHS services (20%).
Preferred places to get information about health and care are from local pharmacies (80%) as well as other places in the community local libraries (50%), supermarkets (43%).
Impact and next steps
This insight will inform our year-round campaign to help people navigate the NHS. This will be centred around the needs of the public and the benefit to the individual when using different services.
We will continue to work towards prioritising first port of call messaging to assist people in getting the right care at the right place.
We saw responses that people may contact their GP or go to A&E so they can speak with a healthcare professional for reassurance. Our communications will also highlight the role of local pharmacists being healthcare professionals on the high street. It is also apparent that we could better advertise the offer from walk-in centres, NHS 111 online and Urgent Treatment Centres. The campaign would highlight public priorities: reassurance, quicker and at a convenient location.
Insight from South East London People’s Panel survey 2 September – October 2023
The second South East London (SEL) People’s Panel survey was carried out between September and October 2023. We wanted to understand how people are getting health and care help, advice and information when they need it. The survey also included the regular temperature check questions regarding health, happiness, control of life, loneliness and safety in people’s environment.
At the time of this survey in autumn 2023, there were 1050 panel members from across all six boroughs in south east London. The survey was open to panel members for two weeks and a total of 233 responses were received, representing a response rate of 23%.
Outline key insight
The infographic below summarises the key findings from the regular keeping well tracker questions regarding health, happiness, control of life, loneliness and safety in people’s environment.
When in need of help and/or advice when unwell or injured, the most common call of action chosen by respondents was:
self-care and their medicine cupboard (41%),
followed by going to their local pharmacy (34%) and Google/the internet (34%).
76% of respondents said that they have never contacted 999 followed by 68% who have never used NHS 111 online, with 10% of respondents not knowing about this option. Only 7% of respondents said they did not know about Urgent Treatment Centres (UTC)/Minor Injuries Units (MIU).
Respondents said they would turn to their medicine cupboard for self-care or use their local pharmacy for their own minor health conditions or those experienced by any children they are caring for (e.g. (52%) for stomach ache, (44%) fever/high temperature, (46%) vomiting/being sick).
People also gave feedback that they face barriers in accessing GP support or NHS 111 by phone and highlighted: waiting times, difficulty in getting appointments and language barriers when using online or phone services.
Survey responses show that people are generally confident in knowing where to go for different medical conditions and symptoms, based on the urgency and severity of the condition. There are a range of different factors which influence this decision with the risk and severity of symptoms being an important factor (for 56% of people), positive/negative personal experience, ease of access, the need for reassurance – professional advice for children, barriers of accessing other services (e.g. GP, NHS 111)
89% of survey respondents said that they have used A&E and in 70% of these cases it was not for a life-threatening emergency. The most frequently mentioned health conditions were related to accidents, pain, broken bones, breathing problems, chest pain and pre-existing medical conditions. The key reason for choosing to go was that they would be able to diagnose and treat these problems.
Preferred ways of receiving/finding information are from the NHS website (43%), text message (39%), a leaflet through the letter box (21%), poster leaflet at NHS services (20%).
Preferred places to get information about health and care are from local pharmacies (80%) as well as other places in the community local libraries (50%), supermarkets (43%).
Impact and next steps
This insight will inform our year-round campaign to help people navigate the NHS. This will be centred around the needs of the public and the benefit to the individual when using different services.
We will continue to work towards prioritising first port of call messaging to assist people in getting the right care at the right place.
We saw responses that people may contact their GP or go to A&E so they can speak with a healthcare professional for reassurance. Our communications will also highlight the role of local pharmacists being healthcare professionals on the high street. It is also apparent that we could better advertise the offer from walk-in centres, NHS 111 online and Urgent Treatment Centres. The campaign would highlight public priorities: reassurance, quicker and at a convenient location.
