The Kanta Services benefit both citizens and social and healthcare professionals. This is confirmed by the Kanta Services client satisfaction survey. The areas receiving praise are expertise, know-how, effective fault notices and smooth collaboration.
The Kanta Services client satisfaction survey was carried out in October 2018. The survey asked clients to evaluate various elements of the Kanta Services. The respondent was also able to post open answers, which provided a lot of valuable feedback.
The survey respondents were the social and healthcare organisations that use the Prescription and Patient Data Repository services. The public sector response rate was 23% and the private sector 12%.
Public sector more satisfied than private
On average, public sector respondents were more satisfied with the Kanta Services than those from the private sector. Public sector satisfaction fell a little from the 2017 survey, while satisfaction increased in the private sector.
Overall, the average grade for the operation of the Kanta Services on a scale 1–5 was 3.6 (public sector) and 3.5 (private sector).
Service providers were asked to assess how useful to the client the various Kanta Services are. The most useful to the citizen in the service providers' view was the electronic prescription, receiving the grade 4.5 in the public sector and 4.0 in the private sector. The second most useful Kanta service was the Patient Data Repository, which the service providers graded 4.1 in the public sector and 3.7 in the private sector.
Fault notices satisfactory
The Kanta Services fault notification was deemed to be fairly good. 79% of public sector respondents and 86% of private sector respondents felt that they were receiving adequate information on fault situations affecting the Kanta Services. 78% of public sector respondents and 86% of private sector respondents found the fault notices clear.
Patient Data Repository daily usage still being defined
The responses indicate that use of the Patient Data Repository is not yet as smooth as it could be. Some of the respondents considered searching for data time-consuming and cumbersome. Not all service providers are yet entering records into the Patient Data Repository, therefore all patient records are not available from it.
According to the feedback, the promptness, extent and quality of the data content in the Patient Data Repository is very variable.
Nevertheless, 90% of public sector and 40% of private sector respondents have been able to make use of records entered in the Patient Data Repository by other service providers. 72% of public sector and 59% of private sector respondents considered the Patient Data Repository useful for a healthcare service provider.
Users want to be involved in development
The responses indicate that service providers do not know how to make their voices heard in the development of the Kanta Services. Moreover, the provision of information related to development and deployment of new features was perceived as inadequate.
Suggestions for development from open answers
The open answers provided feedback that the recipients of fault notices want to be able to determine more precisely on what device and at what time they wish to receive fault notifications. This request has now been included in the list of items for development in the Kanta Services.
Concern was also raised by the private sector regarding the costs of adopting the Kanta Services.
These and other issues raised by the survey will be addressed with the authorities involved in the provision of the Kanta Services. We will jointly consider how we might take into account the wishes of Kanta Services users in the future.
Thank you for your responses! The survey gave us valuable information.