Issue 1 • 2022
© 2022 The Royal Australasian College of Physicians
Member satisfaction survey sends clear messages to the College
One of the College’s most valuable methods of gauging how Fellows and trainees feel about the RACP is our Member Satisfaction Survey. This detailed quantitative survey has previously been conducted in 2015, 2016 and 2019.
The most recent survey was run last year by a new provider, independent market research firm EY Sweeney, with a sample size of 2605 and a maximum margin of error of +/- 1.92 per cent at a 95 per cent confidence level. Members filled out a 15-minute online questionnaire divided into 12 sections. Results were weighted by country, age, gender, and career stage to be representative of the membership. Satisfaction Overall satisfaction with the College remains at a moderate level, declining slightly last year to 39 per cent of those surveyed, a percentage point lower than 2019. Satisfaction varies considerably by career stage, with active and retired Fellows more satisfied than basic and advanced trainees. Aotearoa New Zealand and overseas members are more satisfied than Australian members, and of all members, men are more satisfied than women. This overall sentiment is reflected in a slight decline in a key metric – our Net Promoter Score (NPS) which now sits at -56 versus -54 two years ago. The NPS measures the percentage of respondents likely to speak positively about the RACP to friends or family. Value for money Perceived value for money has the biggest change from 2019, improving from 21 per cent in 2019 to 27 per cent last year. 
Notwithstanding the slight improvement, we think we can do better and are committed to continuing to improve benefits for members and provide more transparency on use of member fees. Communication Satisfaction with Communication has declined by 3 per cent from 2019 to rate at 41 per cent last year with feedback that College communications are too focused on internal matters. However, there is a mixed picture here, with some members being satisfied with clear, timely messaging around COVID-19, while others say they are dissatisfied with the College’s response to the pandemic. Advocacy Advocacy activities recorded a slight two per cent increase on the last survey with 34 per cent of those surveyed being satisfied. Members fed back that they wanted to be consulted on health policy priorities to be advocated and made specific mention of Indigenous health and the health effects of climate change as two key priority areas. Online tools and services   As medical education is increasingly provided with the assistance of digital platforms, this is a key focus area for the RACP. Most respondents reported using these services but find that navigation across these services is not intuitive and that finding relevant information is challenging. Future Focus   Members highlighted education and training, communication and engagement, and health and wellbeing support as key areas in which they sought improvements in the next 12 months. Conclusions “We are incredibly grateful to those members who took the time to provide their feedback given the additional pressures they’re experiencing due to the pandemic,” says Lisa Penlington, Executive General Manager of Member Services. “Different Co mmittees and staff across the College are already working on many of the issues that were identified, however the results give us focus on areas that will make a real, positive difference to members”. “With 28,000 members encompassing 33 specialties spread across two nations, the RACP is a highly complex organisation, “says CEO Peter McIntyre. “These findings set us the challenges of what we need to address in the short, medium, and long term. Our Executive team will be working with the Board to achieve this”.