TGA stakeholder survey 2016
Communications, information and contact with the TGA
Communication and information services - Use
Use of communication and information services was strongly focussed on the TGA Website, eBusiness services portal and subscription information services (Table 11 and Figure 25). The TGA website is the most commonly and consistently used contact channel with the TGA and in this context represents a key communication and engagement resource across all stakeholder groups. More than 95% of respondents highlighted some use of the website, with just under, one in four highlighting use more than once a week. Similarly, the eBusiness services portal is accessed by more than 85% of the responding sample. There was high usage amongst all groups, although this was somewhat lower amongst those who self-identified within community groups.
Email subscription services were used regularly amongst the respondent group, with just under two thirds of participants highlighting some use of this service and around one in five highlighting weekly or more frequent contact via this channel.
Table 11: Information service - Frequency of use
| Statements | Never | Less than once a month | About once a month | Two or three times a month | About once a week | More than once a week | Not sure | Total |
|---|---|---|---|---|---|---|---|---|
| TGA RSS feed | 72% | 12% | 4% | 2% | 2% | 2% | 6% | 2541 |
| TGA Consultation Forecast | 57% | 21% | 7.80% | 3.80% | 2.40% | 1% | 8% | 2543 |
| TGA roadshows | 65% | 26% | 2% | 0.5% | 0.4% | 0.2% | 6% | 2545 |
| TGA eBusiness services portal | 12% | 31% | 13% | 12% | 8% | 22% | 2% | 2554 |
| TGA website | 3% | 28% | 18% | 14% | 11% | 24% | 1% | 2561 |
| Email subscription information services | 30% | 24% | 12% | 7% | 10% | 10% | 6% | 2546 |
| TGA Twitter | 87% | 7% | 1% | 0.7% | 0.4% | 0.2% | 3.5% | 2545 |
| TGA information sessions | 47% | 39% | 5% | 1% | 0.7% | 0.8% | 7% | 2547 |
| TGA conference booth | 70% | 21% | 2% | 0.2% | 0.3% | 0.4% | 7% | 2545 |
Despite being substantially lower than the core online channels, roadshows, information session and conference booth events were all highlighted by significant numbers of survey participants as methods of contact that they have used. Given the relatively low frequency of these events as well as the strong potential face-to-face engagement of said formats, these outcomes highlight a strong TGA presence and relatively strong interest amongst the sampled stakeholders in participation and engagement with TGA.
RSS feeds and Twitter were not frequently accessed or used by respondents, with just over one in five highlighting any use of the RSS feed and less than one in ten using TGA Twitter.
Figure 25: Information service - Frequency of use
As highlighted in table 12, there was strong engagement with key communication channels across the range of major stakeholder groupings identified in the survey.
Table 12: Service use by Stakeholder category
| Service | Health pro | Med Prod Ind | Comm'ty | Retailer | Gov | Academic | Media | Other |
|---|---|---|---|---|---|---|---|---|
| RSS feed | 22% | 22% | 31% | 22% | 12% | 15% | 17% | 19% |
| Consult'n Forecast | 36% | 38% | 42% | 39% | 28% | 31% | 40% | 30% |
| Roadshows | 28% | 33% | 41% | 24% | 39% | 20% | 33% | 29% |
| eBusiness portal | 82% | 89% | 78% | 84% | 86% | 81% | 100% | 81% |
| Website | 96% | 97% | 95% | 90% | 93% | 96% | 100% | 94% |
| Email subscription | 66% | 67% | 65% | 67% | 58% | 57% | 83% | 58% |
| 12% | 9% | 17% | 12% | 9% | 12% | 17% | 7% | |
| Info sessions | 48% | 50% | 50% | 36% | 47% | 42% | 83% | 46% |
| Conference booth | 22% | 26% | 33% | 20% | 26% | 18% | 20% | 22% |
Within the medical products industry, engagement with the various methods of communication tended to be lower amongst sponsors and manufacturers. There were no clear patterns across community groupings.
Amongst health professionals there were some clear patterns emerging, with nurses and pharmacists showing a high likelihood of use of both the website and ebusiness portal. Pharmacists were generally strongly engaged across a range of measures, including consultations and roadshows and conference events. Complementary healthcare professionals, while less likely to use the website, were strongly engaged with consultation processes, tended to use the RSS feed more commonly and showed high use of the business portal.
Usefulness of information
There was large variation in the perceived usefulness of information services provided by the TGA. The information services that were most positively viewed were TGA guidelines (73%) nett Very or Extremely Useful, TGA updates (58%), TGA safety information (53%) and TGA eBS Notices (52%). The remaining information services showed nett Very or Extremely Useful outcomes of less than 50%, ranging from 22% for medicines shortages alerts to 46% for TGA consultations (Table 13). It was also common for respondents to rate the services as moderately useful, with between 14% and 28% selecting this option.
Despite the observed variation, it was generally the case that very few people highlighted that the range of information resources were not useful at all. Exceptions to this were medicines shortage alerts, where 29% felt the service was slightly or not at all useful, TGA AusPAR (24%), prescription medicine NCE registrations (27%) and scheduling of medicines and poisons (22%). It is worth noting that these services also generally showed higher levels of not applicable ratings, highlighting the targeted nature of these resources for specific groupings in the TGA stakeholder community.
Table 13: Usefulness of information services
| Statements | Nett Slightly useful | Not at all useful | Slightly useful | Moderately useful | Very useful | Extremely useful | Nett Very useful | N/A | Total |
|---|---|---|---|---|---|---|---|---|---|
| TGA Update | 13% | 2% | 11% | 26% | 36% | 22% | 58% | 3% | 1610 |
| TGA Safety information | 15% | 3% | 12% | 28% | 35% | 18% | 53% | 4% | 1605 |
| TGA Consultations | 18% | 6% | 13% | 25% | 29% | 17% | 46% | 10% | 1567 |
| TGA AusPAR | 24% | 12% | 12% | 20% | 14% | 10% | 24% | 31% | 1559 |
| TGA Guidelines | 8% | 2% | 6% | 17% | 34% | 38% | 72% | 3% | 1575 |
| TGA eBS Notices | 15% | 4% | 11% | 25% | 31% | 21% | 52% | 9% | 1571 |
| Medicines Safety Update | 19% | 9% | 10% | 21% | 25% | 13% | 38% | 22% | 1567 |
| Medical Devices Safety Update | 19% | 7% | 12% | 22% | 26% | 18% | 44% | 15% | 1576 |
| Scheduling of Medicines and Poisons | 22% | 10% | 12% | 20% | 21% | 14.2% | 35% | 23% | 1328 |
| Medicines Shortages Alerts | 29% | 16% | 13% | 17% | 14% | 8% | 22% | 32% | 1607 |
| Prescription medicine NCE registrations | 27% | 15% | 12% | 14% | 14% | 9% | 24% | 36% | 985 |
As is evident in Tables 14-16, there was some variation in the usefulness of various information across different stakeholder groupings. Retailers and academics appeared less likely to find TGA updates useful. Health professionals and academics were more likely to find TGA safety information services useful, while retailers were more likely to find this service slightly or not at all useful. TGA consultations were slightly more favoured amongst medical products industry (49%) and community (46%) participants, although these outcomes were not substantially above the overall average. AUSpar showed generally low usefulness amongst retailers (11%) and government (6%) stakeholders. Medical devices safety updates were strongly valued by government and academics, with academics also highlighting high usefulness for TGA guidelines. Health professionals showed strong usefulness on the more specific measures such as scheduling (47%), medicines shortages (31%) and NCE registrations (28%).
Table 14: Usefulness of information services by stakeholder category - Part A
| Category | TGA Update | TGA Safety information | TGA Consultations | TGA AusPAR | ||||
|---|---|---|---|---|---|---|---|---|
| Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | |
| Total | 14% | 58% | 15% | 53% | 18% | 46% | 24% | 24% |
| Health Professional | 15% | 54% | 13% | 58% | 22% | 40% | 23% | 23% |
| Medical Products Industry | 11% | 61% | 14% | 54% | 17% | 49% | 24% | 27% |
| Community | 22% | 51% | 18% | 53% | 27% | 46% | 27% | 29% |
| Retailer | 26% | 46% | 23% | 52% | 30% | 39% | 26% | 11% |
| Government | 21% | 55% | 21% | 52% | 19% | 34% | 34% | 6% |
| Academic | 15% | 49% | 15% | 60% | 27% | 36% | 26% | 20% |
| Media | 20% | 60% | 0% | 25% | 20% | 60% | 67% | 33% |
| Other | 19% | 56% | 17% | 50% | 18% | 42% | 27% | 20% |
Table 15: Usefulness of information services by stakeholder category - Part B
| Category | Medicines Safety Update | Medical Devices Safety Update | TGA Guidelines | TGA eBS Notices | ||||
|---|---|---|---|---|---|---|---|---|
| Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | |
| Total | 19% | 38% | 19% | 44% | 8% | 73% | 15% | 52% |
| Health Professional | 13% | 54% | 18% | 46% | 9% | 69% | 15% | 49% |
| Medical Products Industry | 19% | 38% | 19% | 46% | 6% | 75% | 12% | 55% |
| Community | 12% | 50% | 20% | 37% | 17% | 68% | 22% | 49% |
| Retailer | 24% | 31% | 17% | 46% | 14% | 57% | 20% | 42% |
| Government | 13% | 29% | 13% | 50% | 12% | 72% | 13% | 48% |
| Academic | 16% | 49% | 16% | 57% | 9% | 81% | 17% | 42% |
| Media | 0% | 20% | 0% | 40% | 0% | 80% | 20% | 60% |
| Other | 22% | 33% | 22% | 37% | 10% | 69% | 17% | 48% |
Table 16: Usefulness of information services by stakeholder category - Part C
| Category | Scheduling of Medicines and Poisons | Medicines Shortages Alerts | Prescription medicine NCE registrations | |||
|---|---|---|---|---|---|---|
| Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | Nett Slightly useful | Nett very useful | |
| Total | 22% | 35% | 29% | 22% | 27% | 24% |
| Health Professional | 17% | 47% | 24% | 31% | 23% | 28% |
| Medical Products Industry | 22% | 35% | 30% | 22% | 26% | 24% |
| Community | 20% | 49% | 27% | 23% | 27% | 29% |
| Retailer | 27% | 36% | 33% | 24% | 33% | 24% |
| Government | 25% | 18% | 25% | 13% | 34% | 13% |
| Academic | 18% | 49% | 25% | 31% | 25% | 30% |
| Media | 25% | 25% | 0% | 20% | 20% | 20% |
| Other | 22% | 39% | 32% | 17% | 29% | 18% |
As outlined in the tables 14‒16, those in the community category were generally in line with the overall average on measures of usefulness. The most notable exceptions here were in relation to medicines safety information (50%) and scheduling of medicines and poisons (49%), where this group showed a high level of very or extremely useful ratings. In the community category there was minimal variation across sub groups, although the consumer representative participants did appear to find most information sources slightly more useful than other groups.
In the health professionals grouping, there were observable differences across professional categories. Medical and dental practitioners showed generally lower engagement with the more general communication channels (e.g. TGA updates, consultations and safety information). In contrast, dental practitioners were strongly engaged with medical practitioners and nurses strongly engaged with medicines shortage alerts. Nurses also showed high usefulness outcomes on NCE registrations and medical device safety updates. Complementary medicine practitioners generally found the range of general information sources useful, were strongly engaged with medicines alerts and scheduling and were less engaged with devices focussed information. Pharmacists more commonly than most groups found medicines safety updates and scheduling information highly useful. This group, along with nurses, also showed very high usefulness outcomes for TGA guidelines, indicating a strong reliance on this information in their work.
In the medical products industry grouping, regulatory affairs consultants showed strong perceptions of usefulness across a broad range of measures, highlighting this group as a key user of a broad range of information channels. This included higher ratings in comparison to other stakeholders in the medical products industry in relation to updates, safety information, AusPAR, TGA guidelines, EBS notices, scheduling of medicines and NCE registrations. Industry association representatives showed strong usefulness ratings across measures of consultation and TGA updates.
Frequency of contact
Amongst participants who highlighted their level of contact with TGA, just over half highlighted that their contact is limited to less frequently than once a month (and another 4.5% highlighted that they Never have contact with TGA). The remaining group (42%) are in regular contact (monthly or more frequently) with the TGA, with around 9% being in contact more than once a week.
Table 17: Frequency of contact with the TGA
| Statements | Never | Less than once a month | About once a month | Two or three times a month | About once a week | More than once a week | Total |
|---|---|---|---|---|---|---|---|
| How often do you have contact with the TGA? | 5% | 51% | 17% | 12% | 6% | 9% | 2429 |
Figure 26: Frequency of contact with TGA
Retailers, academics and media are in contact less often than other groups, with two thirds or more of these groups highlighting either no contact or contact less than once a month. All other stakeholder groups showed a generally similar level of contact, although there was some tendency for those in the medical products industry and community categories to report high levels of very frequent contact (more than once a week, both 11%; Table 18 and Figure 27).
Table 18: Frequency of contact by stakeholder category
| Category | Never | Less than once a month | About once a month | Two or three times a month | About once a week | More than once a week | n |
|---|---|---|---|---|---|---|---|
| Health Professional | 4% | 53% | 20% | 12% | 4% | 7% | 438 |
| Medical Products Industry | 4% | 47% | 18% | 13% | 7% | 11% | 1571 |
| Community member, consumer or comm rep | 6% | 47% | 9% | 20% | 6% | 11% | 64 |
| Retailer | 9% | 71% | 11% | 7% | 0% | 2% | 161 |
| Government | 2% | 46% | 29% | 20% | 2% | 2% | 56 |
| Academic | 6% | 60% | 15% | 11% | 3% | 6% | 142 |
| Media | 0% | 67% | 0% | 0% | 0% | 33% | 6 |
| Other | 5% | 49% | 18% | 14% | 6% | 9% | 387 |
Medical products industry participants showed some variation across sub groups, with particularly frequent contact reported amongst regulatory affairs consultants (70% monthly or more frequently) and industry association representatives (66%).
The health professionals contact levels are largely driven by high levels of frequent contact amongst pharmacists (65% monthly or more often). This is contrasted by low levels of contact amongst medical practitioners (23%), nurses (32%) and dental practitioners (35%).
In the community group, the carers were in contact less frequently than other groups.
Reasons for contact
The most common reasons for contact were to lodge an application and to check the progress of an application with the TGA (Table 19 and Figure 28). These contact reasons were less common amongst community members than other groups. Seeking information about products, information about manufacturing and importing/exporting focussed issues were also commonly identified amongst the range of stakeholders responding to the survey.
Figure 27: Frequency of contact - Monthly or more often - with TGA by Stakeholder category
Table 19: Reasons for contact
| Contact type | n |
|---|---|
| Lodging an application with the TGA | 1618 |
| Progress of an application with the TGA | 1356 |
| Information on specific product(s) | 740 |
| Information about manufacturing products | 696 |
| Importing/exporting products | 681 |
| In response to TGA consultation activities | 635 |
| Reporting, or enquiring about, a problem with a medical device or medicine, including medicine shortages | 542 |
| Product recall(s) | 419 |
| Other, please specify | 284 |
| Feedback on TGA service delivery | 248 |
| Not applicable - I don't contact the TGA* | 73 |
*Note: A further 110 respondents highlighted at Q7 that they Never have contact with the TGA. This group was not presented with Q8 in the survey.
Responses identifying more specific issues, such as product recalls and problems with a device, medicine or medicine shortage while less commonly identified by participants, still represented significant contact points. Other contacts, highlighted by 248 participants, included a broad range of contact focus areas. Commonly this included contact relating to fees and costs, audit and inspection activities, clinical trial notifications , clarifications and advice, advertising, eBS queries and assistance, guidance clarification and general advice, Special Access Scheme and other administrative contacts (such as password resets).
Figure 28: Reasons for contact
Respondents commonly highlighted a range of reasons for making contact, with an average of 3.2 reasons identified per respondent. Most often, respondents highlighted two or three reasons (Table 20).
Table 20: Reasons for contact - number of reasons
| Number of selections | n |
|---|---|
| 1 | 402 |
| 2 | 500 |
| 3 | 475 |
| 4 | 366 |
| 5 | 228 |
| 6 | 130 |
| 7 | 64 |
| 8 | 36 |
| 9 | 28 |
| 10 | 2 |
| Average | 3.2 |
Contact channels
The most common contact channel was via email, followed by phone (Table 21 and Figure 29). Along with the website, these channels represent the key methods of contact that will be utilised by those wishing to make contact with TGA. This pattern was similar across all groups and sub-groups in the survey.
Despite their relatively small usage, letter and fax contact methods are still utilised by a small proportion of people and will continue to need some monitoring and resourcing. These methods were most commonly used by those in the medical products industry and health professionals, with very few community members or other stakeholders making contact in this way.
Table 21: Contact channel and number of channels
| Contact channel | n |
|---|---|
| 2001 | |
| Telephone | 1634 |
| Website | 819 |
| Letter | 284 |
| Fax | 48 |
| Other | 50 |
| Number of channels identified | n |
|---|---|
| 1 | 485 |
| 2 | 1012 |
| 3 | 592 |
| 4 | 114 |
| 5 | 19 |
| Average | 2.2 |
Figure 29: Contact channel
Response times
Respondents who highlighted use of the individual contact channels identified in the survey were asked to highlight how long it generally takes to receive a response (Table 22 and Figure 30). The contact method with the fastest average resolution time was via the phone, with just under three in ten highlighting immediate response and 83% experiencing a response in two days or less. Website contacts also showed strong response levels, with just ten percent achieving an immediate response and 58% receiving a response in two days or less. Similarly, whilst showing a lower level of immediate response, email response times were relatively strong, with 55% response levels within two days. Further progress in this area can be achieved by shifting the significant numbers of response times relating to email and website contacts in the three to ten day response period.
Letter and fax response times were slower, however it is important to highlight here that the method of contact will often have a significant impact on the expectation of responsiveness and the speed of response (e.g. most obviously in the case of a written letter, an immediate response would not generally be expected).
Response time patterns were generally similar across the range of stakeholder groups within the survey.
Table 22: Response times by contact category
| Statements | Immed'ly | <1 day | 1-2 days | 3-10 days | 11-20 days | >20 days | Total |
|---|---|---|---|---|---|---|---|
| Phone enquiries | 29% | 27% | 28% | 13% | 1% | 2% | 1578 |
| 1% | 15% | 39% | 35% | 6% | 5% | 1946 | |
| Letter | 0.7% | 0.7% | 5% | 44% | 28% | 22% | 269 |
| Fax | 2% | 7% | 22% | 44% | 13% | 11% | 45 |
| Contact via the website | 10% | 15% | 33% | 33% | 4% | 6% | 761 |
| Other enquiry method | 16% | 13% | 12% | 22% | 16% | 22% | 32 |
Figure 30: Response times by contact category
Satisfaction with response
Satisfaction with responses was highest for phone enquiries (nett satisfied 70%), which offer the highest level of personal contact and ability to gain an in depth understanding of the issues and appropriate response (Table 23 and Figure 31). To ensure this method remains a strong performance area, attention should be paid to ensuring that call answer times are minimised, logical and efficient call architecture is established and limited call forwarding is experienced by users. Email, fax and website contact methods all showed similar patterns, with between 62% and 66% nett satisfaction. Contact via letter showed slightly lower nett satisfaction (56%) and higher dissatisfaction (17%).
Amongst the various stakeholder groupings the patterns of satisfaction levels for the various contact methods were, in most instances, similar. It is worth noting that for those contacting TGA via letter, there was some variation, with retailers, health professionals and academics showing lower levels of satisfaction here.
Table 23: Response satisfaction
| Contact method | Nett Dissatisfied | Very dissatisfied | Dissatisfied | Neither satisfied nor dissatisfied | Satisfied | Very satisfied | Nett Satisfied | Total |
|---|---|---|---|---|---|---|---|---|
| Phone enquiries | 13% | 4% | 9% | 17% | 52% | 19% | 70% | 1601 |
| 15% | 5% | 10% | 20% | 51% | 15% | 66% | 1961 | |
| Letter | 17% | 4% | 13% | 27% | 45% | 11% | 56% | 271 |
| Fax | 11% | 9% | 2% | 27% | 49% | 13% | 62% | 45 |
| Via website | 11% | 4% | 7% | 26% | 51% | 12% | 63% | 781 |
| Other method | 11% | 6% | 6% | 22% | 47% | 19% | 67% | 36 |
Figure 31: Nett satisfied by contact type by stakeholder category
The strongest indicator of satisfaction with contact experiences identified in the survey was response time (Figure 32). Where response times were greater, there was a marked tendency for lower satisfaction and higher dissatisfaction to be expressed. This highlights the importance of prompt service outcomes in stakeholder relationships. A focus on encouraging and facilitating contact methods that facilitate faster turnaround (such as email and website contact) is warranted.
Figure 32: Satisfaction and Dissatisfaction with contact (all contact methods) vs Response time
Communications - Overall satisfaction
Overall nett satisfaction with the experience of communicating with the TGA was observed at 63%, with just under 15% highlighting some level of dissatisfaction (Table 24).
Table 24: Communication- Overall satisfaction
| Statements | Nett Dissatisfied | Very dissatisfied | Dissatisfied | Neither satisfied nor dissatisfied | Satisfied | Very satisfied | Nett Satisfied | Total |
|---|---|---|---|---|---|---|---|---|
| Communication | 15% | 5% | 10% | 22% | 50% | 13% | 63% | 2187 |
Amongst the various stakeholder groups, media (67%), government (67%) and medical products industry respondents were the most likely to express satisfaction (Table 25). Community members (59%), retailers (58%), health professionals (57%) and academics (54%) showed slightly lower satisfaction, with these groups also showing trends toward higher levels of dissatisfaction.
Table 25: Communication - Overall satisfaction by stakeholder category
| Category | Nett Dissatisfied | Very dissatisfied | Dissatisfied | Neither satisfied nor dissatisfied | Satisfied | Very satisfied | Nett Satisfied | n |
|---|---|---|---|---|---|---|---|---|
| Health Professional | 18% | 5% | 13% | 25% | 43% | 13% | 57% | 403 |
| Medical Products Industry | 15% | 5% | 10% | 21% | 51% | 13% | 64% | 1463 |
| Community member, consumer or community representative | 22% | 10% | 12% | 19% | 46% | 14% | 59% | 59 |
| Retailer | 17% | 8% | 10% | 25% | 47% | 11% | 58% | 144 |
| Government | 13% | 4% | 9% | 20% | 46% | 20% | 67% | 54 |
| Academic | 18% | 2% | 16% | 27% | 40% | 15% | 54% | 131 |
| Media | 33% | 17% | 17% | 0% | 50% | 17% | 67% | 6 |
| Other | 14% | 4% | 10% | 24% | 48% | 14% | 62% | 350 |
In the health professional grouping there was marked variation across professional categories in terms of both satisfaction and dissatisfaction levels. Nurses (nett dissatisfaction 14%) and pharmacists (9%) showed generally low dissatisfaction levels, while complementary healthcare professionals (29%), dental practitioners (27%) and medical practitioners (22%) showed high levels of dissatisfaction.
Similar levels of satisfaction were observed across all groups in the medical products industry category with the exception of the “Other” grouping, where there was a much lower level of nett satisfaction (46%), and higher neither (31%) and nett dissatisfaction (23%) levels. Within the community grouping, lower levels of satisfaction and higher dissatisfaction were observed amongst patients (59% nett satisfaction and 22% nett dissatisfaction), consumers (57% and 18%) and carers (58% and 17%), although it is worth noting that these levels of nett dissatisfaction are in line with the overall outcome across the total sample.
Table 26: Communication - Overall satisfaction by Industry, Community and Health professional categories
| Category | Nett Dissatisfied | Neither satisfied nor dissatisfied | Nett Satisfied |
|---|---|---|---|
| Medical products industry | |||
| Product sponsor | 16% | 20% | 64% |
| Product manufacturer | 13% | 21% | 65% |
| Regulatory affairs consultant | 14% | 19% | 67% |
| Industry association representative | 13% | 21% | 66% |
| Other | 23% | 31% | 46% |
| Community | |||
| Consumer | 18% | 25% | 57% |
| Consumer health representative or advocate | 15% | 21% | 64% |
| Patient | 22% | 19% | 59% |
| Carer | 17% | 25% | 58% |
| Other | 13% | 20% | 67% |
| Health professional | |||
| Complementary healthcare practitioner | 29% | 18% | 53% |
| Dental practitioner | 27% | 13% | 60% |
| Medical practitioner | 22% | 25% | 53% |
| Nurse | 14% | 17% | 69% |
| Pharmacist | 9% | 34% | 57% |
| Other | 17% | 26% | 57% |