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TGA consumer survey 2018

20 December 2018

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Communication - satisfaction

Just under half of those who have communicated with the TGA in the last 2 years highlight they are Satisfied or Very satisfied with the communication experience (Table 44). One in four (25%) are nett dissatisfied. There is marked variation across samples in the survey, with the population (Panel) sample showing high levels of Nett satisfaction (80%) and the Opt-in sample showing very low levels of Nett satisfaction (26%) and high levels of Nett dissatisfaction (41%; Figure 25).

Table 44: Satisfaction with communications experience (%)

Overall, how satisfied are you with the experience of communicating with the TGA?
Sample Nett Dissatisfied Very dissatisfied Dissatisfied Neither Satisfied Very Satisfied Nett Satisfied N
Overall sample 25.4 11.7 13.7 27.0 37.1 10.5 47.7 256
Opt-in sample 40.9 19.5 21.4 33.1 21.4 4.5 26.0 154
Population (Panel sample) 2.0 0.0 2.0 17.6 60.8 19.6 80.4 102

Base: Contacted the TGA –last 2 years

Figure 25: Satisfaction with communication experience by sample source (%)
Bar chart of Table 44 data by sample source

A range of open ended comments were received in relation to the experience of communicating with the TGA. Amongst those who are satisfied with the experience, key themes to emerge include:

  • Accuracy of information.
  • Respectfulness of communications.
  • Speed of response times.
  • Easy access to information on the website.
  • Friendliness and approachability of staff.

Among those who express dissatisfaction with the communication experience, common themes include:

  • A focus on specific issues and concerns around the communication or handling of these concerns (commonly focussed on pelvic mesh implants).
  • The ineffectiveness of complaints processes.
  • Concerns about processes to identify and communicate regarding adverse events.
  • A lack of follow up in communications.
  • Frustrations with the website and finding information on the site.
  • Drug assessment processes, outcomes and affordability.
  • A lack of transparency in communications and decisions.
  • Ensuring that responses answer the questions or queries asked.

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