Sexual Health Service Access

Statistical Publication Notice

31 July 2007

 "Mystery Shopper" Study 2007: A study of service access for acute STIs in Scotland

INTRODUCTION

KEY POINTS

The mystery shopper method proved to be effective in assessing service access in both GUM and Family Planning clinics for those with symptoms of an acute STI.

Contact was made with almost all clinics for the various clinical scenarios and the shoppers reported a positive experience in nearly all cases.

Although clinics are busy and often operating at full capacity, the high percentage of GUM clinics able to offer callers an appointment within 48 hours illustrates a good level of service access nationally.

INTERPRETATION

It should be noted that the small number of clinics involved, 21 for GUM and 14 for Family Planning, mean that the results are indicative and may not be completely representative of the service as a whole.

DETAILED FINDINGS

This is the first report looking at service access and is one of a series of indicators looking at sexual health. Good service access is essential for individuals with symptoms of an acute STI in order to prevent potential onward transmission. It is anticipated that the study and subsequent report will be repeated on an annual basis.

The report uses the BASHH (British Association for Sexual Health and HIV) guidance on access to GUM clinics to establish a benchmark of access within 48 hours, although this guidance has not been implemented in Scotland. NHSQIS have recently published draft clinical service standards for consultation http://www.nhshealthquality.org/nhsqis/files/sexualhealth_july2007.pdf. Included among the draft standards is one where individuals with priority sexual health conditions are seen in specialist services within two working days of initial contact with the service. It is anticipated that, once finalised, this standard will be a benchmark in future studies.

The KCIs are not targets but are intended to support clinical services. This benchmark allows NHS Boards data to support performance management and comparison with others. The clinics involved were informed beforehand that the study would be taking place.

Two "mystery shoppers" carried out the study, one male and one female. Each had two scenarios for contacting the clinics. The female shopper called each clinic with symptoms of either chlamydia or genital ulcers, the male with symptoms of genital ulcers or urethral discharge. All clinics were contacted regarding all scenarios.

Nationally, a high percentage of GUM clinics were able to see the callers within 48 hours.

12 out of the 17 clinics (71%) were able to see the female caller with possible chlamydia within 48 hours and 13 out of the 17 clinics (76%) were able to see the caller regarding genital ulcers within 48 hours.

12 out of the 17 clinics (71%) were able to see the male caller with symptoms of genital ulcers, and 13 out of the 17 clinics (76%) were able to see the caller with urethral discharge within 48 hours.

The female caller contacted one Family Planning clinic per Board. Male callers will generally be redirected to GUM. The results for the family planning clinics were lower than for GUM. This is in large part due to the fact that few family planning clinics test for STIs, other than chlamydia and HIV. It is intended in future that more family planning appropriate scenarios will be used for assessing access to this part of the service.

The results of the study showed that those offering drop in clinics were able to see the patient more rapidly.

Contacting the clinics could be difficult, and sometimes a number of calls would be required before contact could be made, some being engaged or unanswered. In some clinics, it was not possible to book appointments when the clinic was closed. Access to appointment booking when clinics are closed, and/or information on other local services would provide a better service for patients.

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Last Published:  (Not previously published)
Next Due:  Summer 2008
Data Available Since:  31 July 2007

Main contact: Felicity Naughton

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