Annual Report 2007 - Melbourne Sexual Health Centre

TELEPHONE RESULTS LINEClients were asked to rate the telephone results line service of which 66% ofrespondents had not accessed results via telephone or did not answer the questioncompared to 71% in 2006 and 74% in 2005 (it may be assumed that those who didnot answer these questions have not used the telephone results line).Of those who indicated they had not received results via telephone, 33% were firsttime clients of MSHC compared to 42% in 2006 and 45% in 2005.The remaining67% had visit patterns ranging from monthly 7% to more than once in the pastyear (39%) and more than once in past 5 years (18%). Of those who had used thetelephone results line, more than 90% had positive comments and responses.Again a large number of people (46) did not answer the question about the preferredmethod of receiving test results, which may indicate that it was overlooked, givenits position below two questions that could be not applicable and skipped over. Ofthose who did answer it, the preferred method was the telephone (49%), followedby 32% who preferred to receive results in person. In 2006 receiving results byeither telephone or in person was equally recorded whereas in 2005, significantlymore clients also preferred to receive results by telephone.When asked about receiving results by email and SMS, 51% had concerns aboutconfidentiality. Of these, 66% were concerned about the possibility of othersaccessing their email or SMS messages. The levels of concern have remained similarsince 2005.VARIABLE2007 Number(%)2006 Number(%)2005 Number(%)I was satisfied with the process of accessing my results from MSHC via thetelephone results lineStrongly Agree 28 (41%) 21 (36%) 23 (55%)Agree 37 (54%) 31 (54%) 16 (38%)Not sure 3 (4%) 3 (5%) 2 (5%)Disagree 0 1 (2%) 0Strongly Disagree 0 2 (3%) 1 (2%)Not applicable/Missing 134 142 150If available, which method would you rather receive your test results?In person at the clinic 50 (32%) 51 (42%) 53 (35%)By telephone 76 (49%) 49 (41%) 83 (54%)By email 18 (12%) 17 (14%) 17 (11%)By SMS (only 2006) 12 (8%) 4 (3%) N/AMissing 46 73 48I would have concerns about my confidentiality if an email or SMS systemfor accessing test results was introduced.Yes 79 (51%) 69 (53%) 72 (46%)No 54 (35%) 49 (38%) 63 (40%)Not sure 22 (14%) 12 (6%) 23 (15%)Missing 47 70 43“Not applicable” indicates that the person has not accessed the telephone results line”Missing” indicates that the person declined to answer the questionMelbourne Sexual Health CentreClient Satisfaction Survey2007 7