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TGA stakeholder survey 2017

26 April 2018

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TGA information website

Website use

Nine in ten respondents in the survey use the TGA website. Most commonly this use is infrequent, occurring either less than once a month (36%) or about once a month (17%; Table 41 and Figure 65). Just over one in four respondents visit the site on a regular basis (weekly or more often; 26%). The pattern here, which is highly consistent with that observed in 2016, continues to highlight the various levels of familiarity that TGA stakeholders will have with the site. Maximising the logic, navigation and user friendliness of the site for a range of users should remain a priority.

Table 41: TGA website – Frequency of use (%)

How often do you visit the TGA information website?
Frequency 2017 2016
Never 8 8
Less than once a month 36 35
About once a month 17 19
Two or three times a month 11 10
About once a week 8 9
More than once a week 18 18
Not sure 2 2
N 2194 2424

Figure 65: TGA website - Frequency of use

Pie chart of 2017 data from Table 41

Overall use (ever use) is generally similar across all stakeholder groupings in the survey. In contrast, regular use of the site appears to vary markedly across stakeholder groupings, with Medical products industry, Government and Other stakeholders all showing relatively common frequent use (Table 42). Regular use is generally low amongst health professionals.

Table 42: TGA website –Frequent use by Stakeholder, Industry, and Health professionals (%)

How often do you visit the TGA information website?
Category Weekly or more often
Stakeholder category
Health professional 12
Community 8
Medical prod ind 31
Retailer 12
Government 29
Academic 4
Media 0
Other 23
Medical products industry
Product sponsor 37
Product manufacturer 14
Reg affairs cons't 60
Ind assoc'n rep 36
Other 20
Health professional
Compl healthcare prac 13
Dental practitioner 0
Medical practitioner 7
Nurse 0
Pharmacist 38
Other 10

Stakeholder cat: Health professional: N=220; Community: N=13; Medical products industry: N=1340; Retailer: N=99; Gov: N=56; Academic: N=67; Media: N=2; Other: N=346. Med prod Ind: Sponsor: N=764; Manufacturer: N=396; Reg Affairs: N=116; Ind Assoc Rep: N=14; Other: N=44. Health pro: Complementary health: N=24; Dental: N=8; Medical Prac: N=46; Nurse: N=17; Pharmacist: N=29; Other: N=91.

Within the Medical products industry, the most frequent use is strongly moderated by the size of the organisation (as indicated by the number of employees; Figure 66). Use weekly or more often increases steadily with increasing organisational size and is highest amongst those with employees in the 600-999 (58%), 1,000-1,499 (69%) and 1500+ (67%) employee levels. Within the sub categories identified in the Medical products industry group, Regulatory affairs consultants (60%) Product sponsors (37%) and Industry association representatives also show high levels of frequent access to the site (Table 42).

Figure 66: TGA information website - Frequent use (Weekly or more) by employee numbers (Medical products industry)

see Figure 66 in tabular format
Employee number Frequent use (weekly or more)
1-19 13
20-99 32
100-199 41
200-599 48
600-999 58
1000-1499 69
1500+ 67

Participants highlight a range of reasons for use of the website (Figure 67). The most common reasons include to Seek guidance documents, Access databases and Seek fees and charges information.

In addition to the reasons pre-coded in the survey, participants commonly highlight the following reasons in the open text field made available in the survey:

  • ARTG information and certificates.
  • Clinical trials.
  • Searches – general.
  • Accessing forms.
  • Labelling and advertising information and requirements.
  • Ingredient reviews.
  • Manufacturing requirements.
  • Links to other sites.
  • Study information updates.
  • Provide updates to the TGA.

The pattern of identified reasons is highly consistent with the 2016 results. Further, the website continues to offer a range of services for stakeholders, with each of the reasons for use presented to survey participants selected by substantial numbers. To maximise use of the site and minimise demand through other more time intensive communication channels, ongoing monitoring of the site should focus on identifying unaddressed information needs of users and identifying difficult to find information. This could be achieved through intercept monitoring sampling a small proportion of visitors to the site.

Figure 67: TGA website - Reasons for visiting (N)

see Figure 67 in tabular format
Reason for visiting N
Guidance documents 1402
Accessing TGA databases 1152
Fees and charges information 1017
Regulatory decisions and notices 735
General information about the TGA 724
News and publications 654
Accessing information about the scheduling of medicines and poisons 552
TGA training, workshops or presentations information 548
Education materials 535
Importing or exporting products information 482
Safety information 407
Consultations - access or participate 370
Accessing information for health professionals 367
Product recalls 329
Report problems or adverse events 267
Accessing targeted information for small and medium sized enterprises 226
Provide feedback to the TGA 125
Other 79

Website satisfaction

Satisfaction with the website is strong, with 72% either Satisfied or Very satisfied and a minimal 6% of people showing any level of dissatisfaction (Figure 68). This outcome is generally consistent with 2016, when Nett satisfaction was slightly lower (69%) and Nett dissatisfaction was marginally higher (7%; Table 43).

Figure 68: TGA website - Satisfaction (%)

see Figure 68 in tabular format

N=1,953

Service Nett Dissatisfied Neither satisfied nor dissatisfied Nett Satisfied
Info website 6 23 72

Table 43: TGA website – Overall satisfaction – 2016 vs 2017

How satisfied are you with the TGA information website?
Nett Dissatisfied Neither Nett Satisfied Nett Dissatisfied Neither Nett Satisfied Change Nett Satisfaction
2017 2016
Info website 6 23 72 7 24 69 2

Amongst broad stakeholder categories, Nett satisfaction varied from at or above 70% amongst those in the Medical products industry, Community and Retailer categories down to 56% for Government stakeholders, although for Government stakeholders this does not translate into greater levels of dissatisfaction (Table 44). Importantly, Dissatisfaction is also consistently low.

Table 44: TGA website – Overall satisfaction by stakeholder category, Industry and Health professionals (%)

Category Nett Dissatisfied Neither Nett Satisfied
Stakeholder category
Health professional 6 28 66
Community 0 25 75
Medical prod industry 5 21 74
Retailer 8 20 71
Government 4 41 56
Academic 11 20 69
Media 0 0 100
Other 5 24 71
Medical products industry
Product sponsor 5 21 74
Product manufacturer 5 21 74
Reg affairs consult 5 19 76
Industry association representative 14 43 43
Other 5 28 68
Health professionals
Comp healthcare prac 5 43 52
Dental practitioner 14 43 43
Medical practitioner 0 30 70
Nurse 14 14 71
Pharmacist 0 25 75
Other 8 26 66

Stakeholder cat: Health professional: N=188; Community: N=12; Medical products industry: N=1228; Retailer: N=84; Gov: N=54; Academic: N=61; Media: N=1; Other: N=297. Med prod ind: Sponsor: N=711; Manufacturer: N=346; Reg Affairs: N=111; Ind Assoc Rep: N=14; Other: N=40. Health pro: Compl health: N=21; Dental: N=7; Medical Prac: N=33; Nurse: N=14; Pharmacist: N=28; Other: N=80.

The strong overall result amongst the key group of Medical products industry stakeholders includes a strong disparity between the Product sponsor, Product manufacturer and Regulatory affairs consultant groups (74-76% Nett satisfied), who all show strong satisfaction levels, and the small group of Industry association representatives, who are considerably less positive (43% Nett satisfied). Within the small sub-groups of medical professionals, Nurses, Medical practitioners and Pharmacists all showed strong Nett satisfaction (70-75%).

Familiarity gauged through the frequency of use of the site also appears to play a role in the satisfaction (Figure 69). In particular, those who use the site least show lower Nett satisfaction levels (65% increasing to 78% for the most frequent users).

Figure 69: TGA website - Satisfaction by frequency of use (%)

see Figure 69 in tabular format

N=1,953

Fequency of use Nett dissatisfied Nett satisfied
About once a month 5 65
Two or three times a month 7 74
About once a week 7 75
More than once a week 4 78

Feedback on the TGA website included an opportunity to provide comments outlining the reasons for the overall rating of the site. These comments highlight the importance of the website to a broad range of users. Feedback includes a strong focus on navigation, content, ease of identifying and accessing relevant information and suggestions to enhance the experience of use of the website. Overwhelmingly the experience of users and the reasons they use to explain their overall ratings of the site focus on navigation and ease of finding information. Those who express satisfaction are equally as likely to identify these issues as those who express dissatisfaction.

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