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2019 Member Satisfaction Survey

The New Brunswick Medical Society (NBMS) commissioned Corporate Research Associates Inc. (CRA) to conduct its 2019 Member Satisfaction Survey to assess feedback on a number of key performance indicators. This online survey was distributed to 2,551 valid NBMS member emails. A total of 514 surveys were completed between January 21st and February 6th,representing a response rate of 20%. This level of response presents a good base of opinions for the Society and is consistent with the previous research wave.

Highlights 

Member Engagement

Members continue to report moderately-low engagement with NBMS, with a lack of time being the most common barrier for active engagement, followed by a lack of interest, albeit experiencing no major issue with NBMS. Of note, results suggest that a minority of members would be interested in becoming involved with the Society but are unsure how to get involved.

Performance

NBMS’s performance remains highly regarded in terms of member communications and overall service delivery, as well as overall support provided and advancing compensation related issues. That said, the portion of members reporting complete satisfaction with member communications and advancing compensation related issues has declined marginally year-over-year. Overall satisfaction with the value received for membership fees remains generally consistent

The portion of members holding positive perceptions regarding the efficacy of NBMS has increased over the past two years, with a majority believing the Society effectively represents their interests with government, educates the public on health care/promotion issues, and influences health care policy. The Society is generally considered to be slightly less effective in enhancing the public image and perception of physicians in New Brunswick and securing competitive remuneration for members.  Alternatively, members are more divided as to NBMS’s effectiveness in ensuring fee code values match the effort and training required to deliver services and addressing income discrepancies within the profession.

In terms of members’ personal interaction with NBMS, members generally view NBMS representatives to be professional, knowledgeable, and timely in their response to member queries. Moreover, there has been a notable increase over the past two years in the portion of members who indicate the outcome of their interaction met their expectations. Of note, English members were notably more likely than their French counterparts to report interacting with the Society.

Overall Perceptions

Consistent with past results, approximately one-half of members hold positive perceptions regarding NBMS’s sensitivity to the concerns of physicians in their District Society. Slightly fewer this level of regard with the Society’s representation of physicians in all parts of the province equally and fairly, and for its response to the concerns of their peer group.

NBMS members perceive a need for NBMS to be more visibly active in the public debate about health care, and for NBMS to work more cooperatively with the government regarding the development of health policy and remuneration issues. At the same time, only one-half of members agree that NBMS is currently capable of influencing the direction of government policy, while members are even more divided as to whether the current government supports and values physicians’ contributions to the health-care system. These results further highlight the ongoing importance of communication around the Society’s efforts and advocacy surrounding these initiatives.

Choosing Wisely Canada

Awareness of the Choosing Wisely Canada campaign has increased notably since 2015, with six in ten members indicating they have already implemented changes or are actively involved with key partners in advancing the campaign. That said, nearly two in ten are unfamiliar with the campaign, suggesting further promotion may be required.

Electronic Medical Records (EMRs)

Usage of EMR products remains limited, with just over six in ten physicians from community-based practices reporting use of such products. Overall, those who use EMRs express moderate levels of satisfaction with the products, with Velante continuing to be the most common product used. Expense and a lack of perceived need remain the most common barriers for adopting EMRs.