Most Adults Satisfied with Care at Retail-Based Health
Clinics
ROCHESTER, N.Y. – April 11, 2007 – The number
of in-store health clinics operating within the walls of retail chains in the
U.S. has grown over the past two years and the breadth of services they provide
has expanded. One in 20 – more than 550,000 U.S. households – have visited
these types of clinic (5%). In an era when many adults are concerned about the
costs and quality of healthcare, large majorities of those who have used
in-store clinics have been satisfied with their quality, cost and convenience.
These are some of the results of an online survey of 2,441
U.S. adults, ages 18 and older, conducted by Harris Interactive®
between March 20 and 22, 2007 for The Wall Street Journal Online’s Health
Industry Edition (www.wsj.com/health).
Almost half of adults who use in-store health clinics have
done so to receive a vaccination (44%), while one third (33%) received treatment
for a common medical condition like an ear infection, cold, strep throat, skin
rash or sinus infection. These clinics are being used by both insured and
uninsured households. One in five households that have used an in-store clinic
was uninsured at the time (22%). Four in 10 were reimbursed by a health insurer
for some or all of the fees for these visits (42%).
There has not been significant growth in the use of these
clinics – in terms of the percentage of households that have used them (7% in
2005 vs. 5% in 2007) – but people’s concerns about them have declined.
Compared to two years ago, adults are less concerned about the qualifications of
the staff (71% in 2005 vs. 64% in 2007) or their ability to accurately diagnose
serious medical problems (75% in 2005 vs. 68% in 2007). Most adults who do use
these clinics say they are very or somewhat satisfied with quality of care
(90%), having qualified staff to provide care (85%), cost (80%) and convenience
(83%).
In sum, these findings bode well for the future of in-store
clinics, suggesting that as their availability increases, more people will be
willing to use their services.
TABLE 1
PERCEPTIONS OF RETAIL-BASED HEALTH CLINICS
"Major pharmacy and retail chains like CVS, Wal-Mart and
Target, have opened health clinics in their stores. These clinics provide
routine medical services like strep-throat tests, flu shots and sports
physicals, without an appointment, for fees that range from $25 to $60 per
visit. Based on what you know or have heard, to what extent do you agree or
disagree with the following statements?"
Base: All adults
|
|
Agree Strongly/ Somewhat
(NET)
|
Agree Strongly
|
Agree Somewhat |
Disagree Strongly/ Somewhat
(NET)
|
Disagree Strongly |
Disagree Somewhat |
Not Sure |
|
Onsite health clinics at retail stores provide busy people with a fast
and easy way to get basic medical services. |
2005 |
% |
78 |
29 |
48 |
12 |
8 |
4 |
10 |
|
2007 |
% |
76 |
29 |
48 |
12 |
8 |
4 |
12 |
|
I would be worried about the qualifications of the staff that provides
care in a health clinic not run by medical doctors. |
2005 |
% |
71 |
35 |
36 |
21 |
16 |
5 |
8 |
|
2007 |
% |
64 |
26 |
37 |
26 |
20 |
6 |
10 |
|
Onsite health clinics at retail stores can provide low-cost basic
services to people who otherwise might not be able to afford care. |
2005 |
% |
75 |
33 |
41 |
13 |
10 |
4 |
12 |
|
2007 |
% |
76 |
33 |
43 |
11 |
8 |
3 |
13 |
|
Onsite health clinics are just another way for big companies to make
more money. |
2005 |
% |
66 |
29 |
38 |
24 |
18 |
6 |
10 |
|
2007 |
% |
59 |
21 |
38 |
27 |
21 |
6 |
14 |
|
Onsite health clinics at retail stores can provide basic medical
services to people at times when doctors’ offices are closed, like
evenings and weekends. |
2005 |
% |
83 |
38 |
45 |
8 |
5 |
3 |
9 |
|
2007 |
% |
80 |
36 |
44 |
7 |
5 |
2 |
13 |
|
I would be worried that serious medical problems might not be
accurately diagnosed by someone working in an onsite health clinic in a
retail store or pharmacy. |
2005 |
% |
75 |
35 |
40 |
16 |
13 |
4 |
9 |
|
2007 |
% |
68 |
30 |
38 |
22 |
18 |
4 |
10 |
Note: Percentages may not add up to 100 percent due to rounding.
TABLE 2
EXPERIENCE WITH RETAIL-BASED HEALTH CLINICS
"Have you or has someone in your immediate family ever
used an onsite health clinic in a pharmacy or retail chain like CVS, Wal-Mart or
Target?"
Base: All adults
| |
2005 |
2007 |
|
% |
% |
|
Yes, have used an onsite health clinic |
7 |
5 |
|
No, have not used an onsite health clinic |
93 |
95 |
TABLE 3
SATISFACTION WITH RETAIL-BASED HEALTH CLINICS
"Overall, how satisfied were you with your or your family
member’s experience using an onsite health clinic in a pharmacy or retail
chain on the following items?"
Base: Used an onsite health clinic (n=112)
|
|
Very/ Somewhat Satisfied
(NET)
|
Very Satisfied |
Somewhat Satisfied |
Not At All /Not Very Satisfied (NET) |
Not Very Satisfied |
Not At All Satisfied |
Not Sure |
|
Quality of care |
2005 |
% |
89 |
46 |
44 |
6 |
5 |
1 |
4 |
|
2007 |
% |
90 |
52 |
38 |
3 |
1 |
1 |
7 |
|
Cost |
2005 |
% |
80 |
42 |
37 |
12 |
12 |
* |
8 |
|
2007 |
% |
80 |
52 |
28 |
8 |
4 |
4 |
12 |
|
Convenience |
2005 |
% |
92 |
61 |
31 |
2 |
2 |
- |
6 |
|
2007 |
% |
83 |
63 |
21 |
4 |
2 |
1 |
13 |
|
Having qualified staff to provide care |
2005 |
% |
88 |
50 |
38 |
7 |
7 |
* |
5 |
|
2007 |
% |
85 |
53 |
32 |
4 |
3 |
2 |
11 |
Note: Percentages may not add up to 100 percent due to rounding.
TABLE 4
REASONS FOR VISITING AN IN STORE CLINIC
"Thinking about the last time that you or an immediate
family member visited an onsite health clinic in a pharmacy or retain chain like
CVS, Wal-Mart or Target, what type(s) of medical services did you receive?"
Base: Used an onsite health clinic (n=112)
|
|
All Adults |
|
% |
|
Vaccinations |
44 |
|
Treatment for a common medical condition like an ear infection, cold,
strep throat, skin rash or sinus infection |
33 |
|
Preventive screening tests for conditions like high blood pressure,
high cholesterol, diabetes or allergies |
19 |
|
Physical exam for sports, school, camp, etc. |
5 |
|
Received a referral to my family physician or the emergency room |
5 |
|
Something else |
26 |
TABLE 5
INSURANCE COVERAGE FOR VISITS
"Did your health insurance cover some or all of the costs
for the medical services you received?"
Base: Used an onsite health clinic (n=112)
|
|
All Adults |
|
% |
|
Yes, my health insurance covered some or all of the costs |
42 |
|
No, my health insurance did not cover any of the costs |
36 |
|
Did not have health insurance at that time |
22 |
Downloadable PDFs of Wall Street Journal Online/Harris Interactive
Health-Care Polls are posted at
http://www.harrisinteractive.com/news/newsletters_wsj.asp.
Methodology
Harris Interactive® conducted this online survey
within the United States between March 20 and 22, 2007 among a national cross
section of 2,441 adults, ages 18 years and over. Figures for age, gender,
race/ethnicity, education, income and region were weighted where necessary to
align with population proportions. Propensity score weighting was also used to
adjust for respondents' propensity to be online.
All surveys are subject to several sources of error. These
include: sampling error (because only a sample of a population is interviewed);
measurement error due to question wording and/or question order, deliberately or
unintentionally inaccurate responses, nonresponse (including refusals),
interviewer effects (when live interviewers are used) and weighting.
With one exception (sampling error) the magnitude of the
errors that result cannot be estimated. There is, therefore, no way to calculate
a finite "margin of error" for any survey and the use of these words
should be avoided.
With pure probability samples, with 100 percent response
rates, it is possible to calculate the probability that the sampling error (but
not other sources of error) is not greater than some number. With pure
probability samples of 2,441, one could say with a ninety-five percent
probability that the results would have a sampling error of +/- 3 percentage
points. Sampling error for data based on sub-samples would be higher and may
vary. However, that does not take other sources of error into account. This
online survey is not based on a probability sample and therefore no theoretical
sampling error can be calculated.
These statements conform to the principles of disclosure of
the National Council on Public Polls.
About The Wall Street Journal Online
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About Harris Interactive
Harris Interactive is the 12th largest and fastest-growing market research firm
in the world. The company provides innovative research, insights and strategic
advice to help its clients make more confident decisions which lead to
measurable and enduring improvements in performance. Harris Interactive is
widely known for The Harris Poll, one of the longest running, independent
opinion polls and for pioneering online market research methods. The company has
built what it believes to be the world’s largest panel of survey respondents,
the Harris Poll Online. Harris Interactive serves clients worldwide through its
United States, Europe and Asia offices, its wholly-owned subsidiaries Novatris
in France and MediaTransfer AG in Germany, and through a global network of
independent market research firms. More information about Harris Interactive may
be obtained at www.harrisinteractive.com.
To become a member of the Harris Poll Online and be
invited to participate in online surveys, register at
www.harrispollonline.com.
Press Contacts:
Tracey McNerney
Harris Interactive
585-214-7756
Christine Mohan
Dow Jones & Company
212-416-2114
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