Table 4.

Comparing responsiveness of NHS and Kaiser to consumers, 2001

Measure	NHS	Kaiser, California
Primary care
Time to see a primary care doctor	2001: average 3 days; <48 hour by 2004	Urgent: <24 hours; routine: 80% <7 days
Telephone helpline and associated services	NHS Direct helpline available. By 2004, NHS Direct will provide one stop gateway to advice, appointments, and out of hours care	24 hour hotline available for advice and appointments. Appointments can also be made on line
Repeat prescription available without calling or visiting a doctor	Available nationwide by 2004	Available today
Time spent with primary care doctor	8.8 minutes*	Medical: 20 minutes; obstetrics/gynaecology: 15 minutes; paediatrics: 10 minutes
Specialist referral
Waiting time to see specialist	2001: 36% <4 weeks, 20% >13 weeks, 4% >6 months; by 2005, average 5 weeks and maximum 3 months	2001: 80% <2 weeks
Waiting time for inpatient treatment or surgery	2001: 41% <13 weeks, 33% >5 months, 7% >12 months; by 2005: average 7 weeks and maximum 6 months	2001: 90% <13 weeks
Patient convenience
Patients' ability to book appointments and admissions to suit own schedule	2001: minimal; by 2005: universal	To a high degree
Availability of translation services	By 2003: available by telephone	Available on site and by telephone

Sources: NHS Plan,¹ Office of Health Economics,²⁵ Department of Health,²⁸ and unpublished Kaiser data. 

^*1992/93 survey.