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TGA stakeholder survey 2017
TGA information website
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 (%)
|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|
Figure 65: TGA website - Frequency of use
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 (%)
|Category||Weekly or more often|
|Medical prod ind||31|
|Medical products industry|
|Reg affairs cons't||60|
|Ind assoc'n rep||36|
|Compl healthcare prac||13|
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)
|Employee number||Frequent use (weekly or more)|
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)
|Reason for visiting||N|
|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|
|Importing or exporting products information||482|
|Consultations - access or participate||370|
|Accessing information for health professionals||367|
|Report problems or adverse events||267|
|Accessing targeted information for small and medium sized enterprises||226|
|Provide feedback to the TGA||125|
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 (%)
|Service||Nett Dissatisfied||Neither satisfied nor dissatisfied||Nett Satisfied|
Table 43: TGA website – Overall satisfaction – 2016 vs 2017
|Nett Dissatisfied||Neither||Nett Satisfied||Nett Dissatisfied||Neither||Nett Satisfied||Change Nett Satisfaction|
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|
|Medical prod industry||5||21||74|
|Medical products industry|
|Reg affairs consult||5||19||76|
|Industry association representative||14||43||43|
|Comp healthcare prac||5||43||52|
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 (%)
|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.