NHS BATH AND NORTH EAST SOMERSET SWINDON AND

NHS BATH AND NORTH EAST SOMERSET, SWINDON AND WILTSHIRE CCG Latest survey results 2020 survey publication Version 1| Public 1 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Contents Background, introduction and guidance Overall experience of GP practice Local GP services Access to online services Making an appointment Perceptions of care at patients’ last appointment Managing health conditions Satisfaction with general practice appointment times Services when GP practice is closed Statistical reliability Want to know more? 2 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gp-patient. co. uk/. • This slide pack presents some of the key results for NHS BATH AND NORTH EAST SOMERSET, SWINDON AND WILTSHIRE CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS BATH AND NORTH EAST SOMERSET, SWINDON AND WILTSHIRE CCG, 25, 511 questionnaires were sent out, and 10, 953 were returned completed. This represents a response rate of 43%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: B 4 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services - Making an appointment • The data provide a snapshot of patient experience at a given time, and are updated annually. • There is variation in practice-level response rates, leading to variation in levels of uncertainty around practice-level results. Data users are encouraged to use insight from GPPS as one element of evidence when considering patients' experiences of general practice. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. • Where available, packs include trend data beginning in 2018. Following the extensive changes to the questionnaire in 2018, all questions at CCG and practice level are not comparable prior to this year. - Your last appointment - Overall experience - Your health - When your GP practice is closed - NHS Dentistry - Some questions about you • • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations. The survey has limitations: - Sample sizes at practice level are relatively small. The survey does not include qualitative data, which limits the detail provided by the results. 5 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Guidance on how to use the data The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services: • Comparison of a CCG’s results against the national average: this allows benchmarking of the results to identify whether the CCG is performing well, poorly, or in line with others. The CCG may wish to focus on areas where it compares less favourably. • Considering questions where there is a larger range in responses among practices or CCGs: this highlights areas in which greater improvements may be possible, as some CCGs or practices are performing significantly better than others nearby. The CCG may wish to focus on areas with a larger range in the results. • Comparison of practices’ results within a CCG: this can identify practices within a CCG that seem to be over-performing or under-performing compared with others. The CCG may wish to work with individual practices: those that are performing particularly well may be able to highlight best practice, while those performing less well may be able to improve their performance. • Comparison of CCGs’ results within a region: region as described in this report is based on NHS England regions, further information about these regions can be found here: https: //www. england. nhs. uk/about/regional -area-teams/ *Images used in this slide are for example purposes only 6 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *

Interpreting the results • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • All comparisons are indicative only. Differences may not be statistically significant – particular care should be taken when comparing practices due to smaller numbers of responses at this level. • For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. • Maps: CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. • When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. 100% Trends: • * More than 0% but less than 0. 5% Latest: refers to the 2020 publication (fieldwork January to March 2020) 2019: refers to the July 2019 publication (fieldwork January to March 2019) 2018: refers to the August 2018 publication (fieldwork January to March 2018) For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Where results do not sum to 100%, or where individual responses (e. g. fairly good; very good) do not sum to combined responses (e. g. very/fairly good) this is due to rounding, or cases where multiple responses are allowed.

Overall experience of GP practice 8 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results over time % Good 10% 4% % Poor 100 Very good 90 80 Fairly good 47% Comparison of results New CCG – no trend data available 70 60 Neither good nor poor 50 85 40 37% Fairly poor Very poor 30 20 10 0 00 2018 00 5 2019 2020 National 85% 82% Good 5% 7% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 49% 99% 82% 88% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (10, 577); Practice bases range from 24 to 148; CCG bases range from 6, 955 to 14, 575 9 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other CCGs within the region Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 82% to 88% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 6, 955 to 14, 575 %Good = %Very good + %Fairly good 10 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 49% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 24 to 148 %Good = %Very good + %Fairly good 11 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (10, 577); Practice bases range from 24 to 148 WEST VIEW SURGERY CASTLE PRACTICE RIDGEWAY VIEW FAMILY PRACTICE CCG LODGE SURGERY BOX SURGERY UNIVERSITY MEDICAL CENTRE KINGSWOOD SURGERY LOVEMEAD GROUP PRACTICE Practices WESTROP MEDICAL PRACTICE NORTH SWINDON PRACTICE OLD TOWN SURGERY MILLSTREAM MEDICAL CENTRE PATFORD HOUSE PARTNERSHIP Percentage of patients saying ‘good’ CCG HEART OF BATH RIDGE GREEN MEDICAL PRACTICE SALISBURY MEDICAL PRACTICE AVENUE SURGERY BARCROFT MEDICAL CENTRE HAWTHORN MEDICAL CENTRE HILLCREST SURGERY HATHAWAY SURGERY NORTHLANDS SURGERY TROWBRIDGE HEALTH CENTRE CARFAX MEDICAL CENTRE PRIORY ROAD MEDICAL CENTRE GIFFORDS PRIMARY CARE CTR NEW COURT SURGERY GREAT WESTERN SURGERY ELDENE SURGERY BRADFORD-ON-AVON AND MELKSHAM HEALTH TINKERS LANE SURGERY THREE CHEQUERS MEDICAL PRACTICE VICTORIA CROSS SURGERY WESTBURY GROUP PRACTICE KENNET AND AVON MEDICAL PARTNERSHIP ASHINGTON HOUSE SURGERY WHALEBRIDGE PRACTICE PHOENIX SURGERY SPARCELLS SURGERY MERCHISTON SURGERY ABBEY MEADS MEDICAL PRACT PARK LANE PRACTICE MOREDON MEDICAL CENTRE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (10, 577); Practice bases range from 24 to 148 SILTON SURGERY OLD SCHOOL HOUSE SURGERY BATHEASTON MEDICAL CENTRE CCG HINDON SURGERY BURBAGE SURGERY THE ORCHARD PARTNERSHIP ST. AUGUSTINES SURGERY CRICKLADE SURGERY Practices JUBILEE FIELD SURGERY SOMERTON HOUSE SURGERY TEMPLE HOUSE PRACTICE ELM HAYES SURGERY ELM TREE SURGERY Percentage of patients saying ‘good’ THE LAWN MEDICAL CENTRE MARKET LAVINGTON SURGERY ST MELOR HOUSE SURGERY DOWNTON SURGERY LANSDOWNE SURGERY MONMOUTH SURGERY WESTFIELD SURGERY TOLSEY SURGERY ROWDEN SURGERY MALMESBURY MEDICAL PARTNERSHIP PURTON SURGERY HARCOURT MEDICAL CENTRE RUSH HILL SURGERY GROSVENOR PLACE SURGERY NEWBRIDGE SURGERY THE PULTENEY PRACTICE SIXPENNY HANDLEY SURGERY WIDCOMBE SURGERY ST. JAMES SURGERY SOUTHBROOM SURGERY AVON VALLEY PRACTICE COMBE DOWN SURGERY HARPTREE SURGERY ST CHADS SURGERY COURTYARD SURGERY SPA MEDICAL CENTRE WHITEPARISH SURGERY FAIRFIELD PARK HEALTH CENTRE ST. MICHAEL'S SURGERY HOPE HOUSE SURGERY PORCH SURGERY Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% ST. MARY'S SURGERY MERE SURGERY TISBURY SURGERY RAMSBURY SURGERY 0% CHEW MEDICAL PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (710, 945); CCG 2020 (10, 577); Practice bases range from 24 to 148 14 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Local GP services 15 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 10% 23% 18% Very easy Fairly easy Not very easy 49% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy New CCG – no trend data available 72 28 00 2019 Practice range within CCG – % Easy 2020 National 72% 65% Easy 28% 35% Not easy CCG range within region – % Easy Lowest Performing Highest Performing 17% 100% 64% 79% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (10, 395); Practice bases range from 21 to 144; CCG bases range from 6, 859 to 14, 266 16 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

MOREDON MEDICAL CENTRE 0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (10, 395); Practice bases range from 21 to 144 MILLSTREAM MEDICAL CENTRE THE PULTENEY PRACTICE PRIORY ROAD MEDICAL CENTRE CCG SALISBURY MEDICAL PRACTICE WEST VIEW SURGERY SOMERTON HOUSE SURGERY RIDGE GREEN MEDICAL PRACTICE PATFORD HOUSE PARTNERSHIP Practices KENNET AND AVON MEDICAL PARTNERSHIP ROWDEN SURGERY TINKERS LANE SURGERY CCG MALMESBURY MEDICAL PARTNERSHIP Percentage of patients saying it is ‘easy’ to get through to someone on the phone RIDGEWAY VIEW FAMILY PRACTICE GREAT WESTERN SURGERY COMBE DOWN SURGERY HEART OF BATH THREE CHEQUERS MEDICAL PRACTICE PURTON SURGERY BARCROFT MEDICAL CENTRE CARFAX MEDICAL CENTRE LOVEMEAD GROUP PRACTICE SOUTHBROOM SURGERY SPARCELLS SURGERY NEW COURT SURGERY WHALEBRIDGE PRACTICE TROWBRIDGE HEALTH CENTRE HARCOURT MEDICAL CENTRE WESTBURY GROUP PRACTICE AVENUE SURGERY GIFFORDS PRIMARY CARE CTR VICTORIA CROSS SURGERY SPA MEDICAL CENTRE HATHAWAY SURGERY NORTHLANDS SURGERY ASHINGTON HOUSE SURGERY HAWTHORN MEDICAL CENTRE ELDENE SURGERY MERCHISTON SURGERY PHOENIX SURGERY ABBEY MEADS MEDICAL PRACT PARK LANE PRACTICE BRADFORD-ON-AVON AND MELKSHAM HEALTH Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 18 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (10, 395); Practice bases range from 21 to 144 RAMSBURY SURGERY GROSVENOR PLACE SURGERY COURTYARD SURGERY CCG THE ORCHARD PARTNERSHIP BATHEASTON MEDICAL CENTRE JUBILEE FIELD SURGERY ST. JAMES SURGERY DOWNTON SURGERY Practices WESTFIELD SURGERY CHEW MEDICAL PRACTICE MONMOUTH SURGERY HARPTREE SURGERY TOLSEY SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone BURBAGE SURGERY TISBURY SURGERY BOX SURGERY LODGE SURGERY MARKET LAVINGTON SURGERY WIDCOMBE SURGERY OLD SCHOOL HOUSE SURGERY PORCH SURGERY WHITEPARISH SURGERY NEWBRIDGE SURGERY CRICKLADE SURGERY ELM HAYES SURGERY THE LAWN MEDICAL CENTRE ST MELOR HOUSE SURGERY SIXPENNY HANDLEY SURGERY CASTLE PRACTICE RUSH HILL SURGERY ST. MICHAEL'S SURGERY OLD TOWN SURGERY WESTROP MEDICAL PRACTICE FAIRFIELD PARK HEALTH CENTRE ST CHADS SURGERY LANSDOWNE SURGERY TEMPLE HOUSE PRACTICE NORTH SWINDON PRACTICE AVON VALLEY PRACTICE HILLCREST SURGERY ST. AUGUSTINES SURGERY HOPE HOUSE SURGERY ELM TREE SURGERY KINGSWOOD SURGERY Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? Percentage of patients saying it is ‘easy’ to get through to someone on the phone Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% UNIVERSITY MEDICAL CENTRE ST. MARY'S SURGERY HINDON SURGERY SILTON SURGERY 0% MERE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (10, 395); Practice bases range from 21 to 144 19 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 6% Very helpful 47% 45% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not helpful 92 New CCG – no trend data available 00 2018 00 8 2019 2020 National 92% 89% Helpful 8% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 73% 100% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (10, 574); Practice bases range from 23 to 148; CCG bases range from 6, 958 to 14, 518 20 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 21 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (10, 574); Practice bases range from 23 to 148 PORCH SURGERY RIDGEWAY VIEW FAMILY PRACTICE LOVEMEAD GROUP PRACTICE CCG UNIVERSITY MEDICAL CENTRE DOWNTON SURGERY GIFFORDS PRIMARY CARE CTR LODGE SURGERY MILLSTREAM MEDICAL CENTRE Practices ELDENE SURGERY SPA MEDICAL CENTRE OLD TOWN SURGERY CCG WEST VIEW SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ THE PULTENEY PRACTICE HEART OF BATH RIDGE GREEN MEDICAL PRACTICE ST MELOR HOUSE SURGERY WHALEBRIDGE PRACTICE HARCOURT MEDICAL CENTRE WESTROP MEDICAL PRACTICE HILLCREST SURGERY NORTH SWINDON PRACTICE NORTHLANDS SURGERY CARFAX MEDICAL CENTRE BRADFORD-ON-AVON AND MELKSHAM HEALTH HAWTHORN MEDICAL CENTRE SALISBURY MEDICAL PRACTICE BARCROFT MEDICAL CENTRE KENNET AND AVON MEDICAL PARTNERSHIP THREE CHEQUERS MEDICAL PRACTICE HATHAWAY SURGERY GREAT WESTERN SURGERY TROWBRIDGE HEALTH CENTRE MOREDON MEDICAL CENTRE TINKERS LANE SURGERY NEW COURT SURGERY PRIORY ROAD MEDICAL CENTRE PHOENIX SURGERY ASHINGTON HOUSE SURGERY MERCHISTON SURGERY VICTORIA CROSS SURGERY ABBEY MEADS MEDICAL PRACT SPARCELLS SURGERY PARK LANE PRACTICE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 22 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (10, 574); Practice bases range from 23 to 148 HARPTREE SURGERY HINDON SURGERY MERE SURGERY CCG THE LAWN MEDICAL CENTRE RAMSBURY SURGERY AVON VALLEY PRACTICE THE ORCHARD PARTNERSHIP PURTON SURGERY Practices WESTFIELD SURGERY BATHEASTON MEDICAL CENTRE ST CHADS SURGERY WIDCOMBE SURGERY COURTYARD SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ OLD SCHOOL HOUSE SURGERY MALMESBURY MEDICAL PARTNERSHIP BOX SURGERY WHITEPARISH SURGERY MONMOUTH SURGERY FAIRFIELD PARK HEALTH CENTRE TEMPLE HOUSE PRACTICE ST. AUGUSTINES SURGERY HOPE HOUSE SURGERY CRICKLADE SURGERY ST. JAMES SURGERY SOUTHBROOM SURGERY AVENUE SURGERY GROSVENOR PLACE SURGERY ST. MICHAEL'S SURGERY MARKET LAVINGTON SURGERY ST. MARY'S SURGERY SOMERTON HOUSE SURGERY NEWBRIDGE SURGERY ELM TREE SURGERY TOLSEY SURGERY BURBAGE SURGERY ROWDEN SURGERY KINGSWOOD SURGERY SIXPENNY HANDLEY SURGERY RUSH HILL SURGERY COMBE DOWN SURGERY PATFORD HOUSE PARTNERSHIP WESTBURY GROUP PRACTICE LANSDOWNE SURGERY CASTLE PRACTICE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? Percentage of patients saying receptionists at the GP practice are ‘helpful’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% SILTON SURGERY JUBILEE FIELD SURGERY TISBURY SURGERY CHEW MEDICAL PRACTICE 0% ELM HAYES SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (10, 574); Practice bases range from 23 to 148 23 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

Access to online services 24 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Awareness of online services Percentage aware of online services offered by GP practice Q 4. As far as you know, which of the following online services does your GP practice offer? 100 90 80 70 Practice range within CCG 60 50 *% *% *% 40 30 *% 20 *% *% 10 0 Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (716, 915); CCG 2020 (10, 627); Practice bases range from 24 to 146 25 © Ipsos MORI *% 19 -071809 -01 | Version 1 | Public *% None of these Don't know CCG National

Online service use Percentage used online services in past 12 months Q 5. Which of the following general practice online services have you used in the past 12 months? 100 90 80 *% 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (723, 567); CCG 2020 (10, 738); Practice bases range from 24 to 149 26 19 -071809 -01 | Version 1 | Public *% Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% None of these

Ease of use of online services Q 6. How easy is it to use your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 5% 15% 26% Very easy Fairly easy Not very easy 54% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy New CCG – no trend data available 80 20 00 2018 00 2019 2020 CCG National 80% 76% Easy 20% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 52% 98% 77% 81% *Those who say ‘Haven’t tried’ (57%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (4, 370); Practice bases range from 15 to 81; CCG bases range from 2, 421 to 5, 603 27 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 28 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (4, 370); Practice bases range from 15 to 81 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy COURTYARD SURGERY PORCH SURGERY ST. JAMES SURGERY CCG THREE CHEQUERS MEDICAL PRACTICE AVENUE SURGERY HATHAWAY SURGERY CCG CARFAX MEDICAL CENTRE Practices WESTFIELD SURGERY ELM TREE SURGERY PATFORD HOUSE PARTNERSHIP CASTLE PRACTICE SIXPENNY HANDLEY SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website ASHINGTON HOUSE SURGERY SOMERTON HOUSE SURGERY THE PULTENEY PRACTICE RIDGEWAY VIEW FAMILY PRACTICE MALMESBURY MEDICAL PARTNERSHIP BARCROFT MEDICAL CENTRE NEWBRIDGE SURGERY RIDGE GREEN MEDICAL PRACTICE AVON VALLEY PRACTICE OLD TOWN SURGERY HARCOURT MEDICAL CENTRE SPARCELLS SURGERY PRIORY ROAD MEDICAL CENTRE ABBEY MEADS MEDICAL PRACT MERCHISTON SURGERY WHALEBRIDGE PRACTICE BRADFORD-ON-AVON AND MELKSHAM HEALTH WESTROP MEDICAL PRACTICE HILLCREST SURGERY VICTORIA CROSS SURGERY WEST VIEW SURGERY MILLSTREAM MEDICAL CENTRE TROWBRIDGE HEALTH CENTRE ELDENE SURGERY GREAT WESTERN SURGERY UNIVERSITY MEDICAL CENTRE PHOENIX SURGERY PARK LANE PRACTICE HAWTHORN MEDICAL CENTRE NORTHLANDS SURGERY MOREDON MEDICAL CENTRE Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 29 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (4, 370); Practice bases range from 15 to 81 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy ST. MARY'S SURGERY ST. MICHAEL'S SURGERY TISBURY SURGERY CCG CHEW MEDICAL PRACTICE NEW COURT SURGERY JUBILEE FIELD SURGERY SPA MEDICAL CENTRE RAMSBURY SURGERY Practices OLD SCHOOL HOUSE SURGERY SOUTHBROOM SURGERY DOWNTON SURGERY BATHEASTON MEDICAL CENTRE TOLSEY SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website GIFFORDS PRIMARY CARE CTR CRICKLADE SURGERY MARKET LAVINGTON SURGERY ROWDEN SURGERY TEMPLE HOUSE PRACTICE PURTON SURGERY ST. AUGUSTINES SURGERY HARPTREE SURGERY BURBAGE SURGERY LANSDOWNE SURGERY SALISBURY MEDICAL PRACTICE COMBE DOWN SURGERY ST CHADS SURGERY KINGSWOOD SURGERY TINKERS LANE SURGERY HOPE HOUSE SURGERY ST MELOR HOUSE SURGERY BOX SURGERY LOVEMEAD GROUP PRACTICE WHITEPARISH SURGERY NORTH SWINDON PRACTICE KENNET AND AVON MEDICAL PARTNERSHIP THE ORCHARD PARTNERSHIP ELM HAYES SURGERY HEART OF BATH WESTBURY GROUP PRACTICE MONMOUTH SURGERY FAIRFIELD PARK HEALTH CENTRE WIDCOMBE SURGERY THE LAWN MEDICAL CENTRE LODGE SURGERY Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? Percentage of patients saying it is ‘easy’ to use their GP practice’s website Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% HINDON SURGERY SILTON SURGERY MERE SURGERY RUSH HILL SURGERY 0% GROSVENOR PLACE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (4, 370); Practice bases range from 15 to 81 30 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Making an appointment 31 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Choice of appointment Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG’s results over time CCG’s results Yes, a choice of place % Yes 16% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 55% 10% No, I was not offered a choice of appointment 37% % No New CCG – no trend data available 00 2018 00 Comparison of results 2019 63 37 2020 National 63% 60% Yes 37% 40% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 34% 95% 61% 67% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (564, 341); CCG 2020 (8, 541); Practice bases range from 20 to 122; CCG bases range from 5, 597 to 11, 500 32 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 33 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (8, 541); Practice bases range from 20 to 122 HARCOURT MEDICAL CENTRE SPA MEDICAL CENTRE CCG LODGE SURGERY PATFORD HOUSE PARTNERSHIP LOVEMEAD GROUP PRACTICE WHITEPARISH SURGERY HILLCREST SURGERY Practices ST. MICHAEL'S SURGERY NORTH SWINDON PRACTICE MILLSTREAM MEDICAL CENTRE AVENUE SURGERY RIDGEWAY VIEW FAMILY PRACTICE Percentage of patients saying ‘yes’ they were offered a choice of appointment THE PULTENEY PRACTICE HOPE HOUSE SURGERY HATHAWAY SURGERY THE LAWN MEDICAL CENTRE ST MELOR HOUSE SURGERY PRIORY ROAD MEDICAL CENTRE PORCH SURGERY PURTON SURGERY ELDENE SURGERY TROWBRIDGE HEALTH CENTRE NEW COURT SURGERY WHALEBRIDGE PRACTICE GREAT WESTERN SURGERY OLD TOWN SURGERY BARCROFT MEDICAL CENTRE RIDGE GREEN MEDICAL PRACTICE WESTBURY GROUP PRACTICE NORTHLANDS SURGERY THREE CHEQUERS MEDICAL PRACTICE BRADFORD-ON-AVON AND MELKSHAM HEALTH TINKERS LANE SURGERY PHOENIX SURGERY HAWTHORN MEDICAL CENTRE MOREDON MEDICAL CENTRE VICTORIA CROSS SURGERY PARK LANE PRACTICE SPARCELLS SURGERY GIFFORDS PRIMARY CARE CTR ASHINGTON HOUSE SURGERY ABBEY MEADS MEDICAL PRACT MERCHISTON SURGERY Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

WEST VIEW SURGERY 0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 34 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (8, 541); Practice bases range from 20 to 122 OLD SCHOOL HOUSE SURGERY ST. MARY'S SURGERY ELM TREE SURGERY CCG SILTON SURGERY JUBILEE FIELD SURGERY COURTYARD SURGERY MONMOUTH SURGERY GROSVENOR PLACE SURGERY Practices THE ORCHARD PARTNERSHIP HARPTREE SURGERY ROWDEN SURGERY AVON VALLEY PRACTICE TISBURY SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment CHEW MEDICAL PRACTICE WIDCOMBE SURGERY MERE SURGERY HEART OF BATH COMBE DOWN SURGERY SIXPENNY HANDLEY SURGERY NEWBRIDGE SURGERY MALMESBURY MEDICAL PARTNERSHIP BOX SURGERY RUSH HILL SURGERY SOMERTON HOUSE SURGERY TOLSEY SURGERY DOWNTON SURGERY TEMPLE HOUSE PRACTICE FAIRFIELD PARK HEALTH CENTRE KINGSWOOD SURGERY WESTFIELD SURGERY ELM HAYES SURGERY MARKET LAVINGTON SURGERY ST. JAMES SURGERY SOUTHBROOM SURGERY CRICKLADE SURGERY LANSDOWNE SURGERY CARFAX MEDICAL CENTRE CASTLE PRACTICE ST. AUGUSTINES SURGERY ST CHADS SURGERY SALISBURY MEDICAL PRACTICE WESTROP MEDICAL PRACTICE KENNET AND AVON MEDICAL PARTNERSHIP Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? Percentage of patients saying ‘yes’ they were offered a choice of appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% RAMSBURY SURGERY BURBAGE SURGERY UNIVERSITY MEDICAL CENTRE BATHEASTON MEDICAL CENTRE 0% HINDON SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (8, 541); Practice bases range from 20 to 122 35 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG’s results over time % Yes 6% Yes, and I accepted an appointment 18% No, but I still took an appointment 76% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No New CCG – no trend data available 2018 00 2019 National 76% 73% Yes, took appt 76 24 00 CCG 2020 Yes, took appt 18% 21% No, took appt 6% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 47% 99% 75% 80% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (10, 168); Practice bases range from 23 to 142; CCG bases range from 6, 658 to 13, 867 36 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 37 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (10, 168); Practice bases range from 23 to 142 CCG LOVEMEAD GROUP PRACTICE SOUTHBROOM SURGERY FAIRFIELD PARK HEALTH CENTRE CCG MILLSTREAM MEDICAL CENTRE SPA MEDICAL CENTRE KINGSWOOD SURGERY BRADFORD-ON-AVON AND MELKSHAM HEALTH Practices HEART OF BATH RIDGE GREEN MEDICAL PRACTICE PURTON SURGERY HILLCREST SURGERY HOPE HOUSE SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered TROWBRIDGE HEALTH CENTRE GIFFORDS PRIMARY CARE CTR HATHAWAY SURGERY ST. MICHAEL'S SURGERY HAWTHORN MEDICAL CENTRE WESTROP MEDICAL PRACTICE NORTHLANDS SURGERY CASTLE PRACTICE CARFAX MEDICAL CENTRE PRIORY ROAD MEDICAL CENTRE PATFORD HOUSE PARTNERSHIP PHOENIX SURGERY WHALEBRIDGE PRACTICE RIDGEWAY VIEW FAMILY PRACTICE WESTBURY GROUP PRACTICE VICTORIA CROSS SURGERY NORTH SWINDON PRACTICE ELDENE SURGERY KENNET AND AVON MEDICAL PARTNERSHIP OLD TOWN SURGERY BARCROFT MEDICAL CENTRE MOREDON MEDICAL CENTRE THREE CHEQUERS MEDICAL PRACTICE NEW COURT SURGERY TINKERS LANE SURGERY GREAT WESTERN SURGERY ABBEY MEADS MEDICAL PRACT MERCHISTON SURGERY ASHINGTON HOUSE SURGERY PARK LANE PRACTICE SPARCELLS SURGERY Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 38 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (10, 168); Practice bases range from 23 to 142 OLD SCHOOL HOUSE SURGERY JUBILEE FIELD SURGERY ST. MARY'S SURGERY CCG BATHEASTON MEDICAL CENTRE SILTON SURGERY COURTYARD SURGERY BURBAGE SURGERY TEMPLE HOUSE PRACTICE Practices MERE SURGERY DOWNTON SURGERY HARPTREE SURGERY GROSVENOR PLACE SURGERY MONMOUTH SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered ROWDEN SURGERY MALMESBURY MEDICAL PARTNERSHIP UNIVERSITY MEDICAL CENTRE WIDCOMBE SURGERY ELM TREE SURGERY CRICKLADE SURGERY WHITEPARISH SURGERY THE PULTENEY PRACTICE MARKET LAVINGTON SURGERY ST. AUGUSTINES SURGERY ST CHADS SURGERY THE LAWN MEDICAL CENTRE COMBE DOWN SURGERY NEWBRIDGE SURGERY AVON VALLEY PRACTICE SALISBURY MEDICAL PRACTICE LODGE SURGERY TOLSEY SURGERY ST MELOR HOUSE SURGERY LANSDOWNE SURGERY BOX SURGERY HARCOURT MEDICAL CENTRE RUSH HILL SURGERY WESTFIELD SURGERY SOMERTON HOUSE SURGERY SIXPENNY HANDLEY SURGERY WEST VIEW SURGERY ELM HAYES SURGERY ST. JAMES SURGERY AVENUE SURGERY PORCH SURGERY Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? Percentage of patients saying ‘yes’ they were satisfied with the appointment offered 100% 90% 80% 70% 60% 50% 40% 30% 20% TISBURY SURGERY THE ORCHARD PARTNERSHIP RAMSBURY SURGERY HINDON SURGERY 0% CHEW MEDICAL PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (10, 168); Practice bases range from 23 to 142 39 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Practices CCG National

What patients do when they are not satisfied with the appointment offered and do not take it Of those who declined an appointment, percentage who went on to do something else Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% CCG 60% National 50% 40% *% 30% 20% 10% 0% *% *% Got an Called an NHS Went to A&E appointment for helpline, such as a different day NHS 111 *% *% Spoke to a pharmacist *% *% *% Went to or Decided to contacted contact my another NHS practice another service time Comparisons are indicative only: differences may not be statistically significant Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34, 909); CCG 2020 (427) 40 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% *% *% Looked for information online *% *% Spoke to a Didn’t see or friend or family speak to anyone member

Overall experience of making an appointment Q 22. Overall, how would you describe your experience of making an appointment? CCG’s results over time CCG’s results 9% 5% 31% 17% % Good Very good Fairly good Neither good nor poor Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor New CCG – no trend data available 69 14 00 2018 00 2019 2020 National 69% 65% Good 14% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 33% 98% 66% 74% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (10, 060); Practice bases range from 24 to 140; CCG bases range from 6, 596 to 13, 680 41 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 42 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (10, 060); Practice bases range from 24 to 140 HOPE HOUSE SURGERY WEST VIEW SURGERY ST. AUGUSTINES SURGERY CCG SOUTHBROOM SURGERY SALISBURY MEDICAL PRACTICE PURTON SURGERY UNIVERSITY MEDICAL CENTRE SPA MEDICAL CENTRE Practices CCG HILLCREST SURGERY MILLSTREAM MEDICAL CENTRE GREAT WESTERN SURGERY AVENUE SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment HARCOURT MEDICAL CENTRE HEART OF BATH NORTH SWINDON PRACTICE PATFORD HOUSE PARTNERSHIP RIDGE GREEN MEDICAL PRACTICE PRIORY ROAD MEDICAL CENTRE HATHAWAY SURGERY KENNET AND AVON MEDICAL PARTNERSHIP RIDGEWAY VIEW FAMILY PRACTICE OLD TOWN SURGERY NORTHLANDS SURGERY WESTBURY GROUP PRACTICE GIFFORDS PRIMARY CARE CTR TROWBRIDGE HEALTH CENTRE NEW COURT SURGERY CARFAX MEDICAL CENTRE ELDENE SURGERY WHALEBRIDGE PRACTICE THREE CHEQUERS MEDICAL PRACTICE TINKERS LANE SURGERY BARCROFT MEDICAL CENTRE HAWTHORN MEDICAL CENTRE VICTORIA CROSS SURGERY PHOENIX SURGERY BRADFORD-ON-AVON AND MELKSHAM HEALTH ASHINGTON HOUSE SURGERY SPARCELLS SURGERY ABBEY MEADS MEDICAL PRACT MERCHISTON SURGERY PARK LANE PRACTICE MOREDON MEDICAL CENTRE Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 43 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (10, 060); Practice bases range from 24 to 140 SILTON SURGERY BATHEASTON MEDICAL CENTRE JUBILEE FIELD SURGERY CCG BURBAGE SURGERY THE ORCHARD PARTNERSHIP CHEW MEDICAL PRACTICE COURTYARD SURGERY GROSVENOR PLACE SURGERY Practices OLD SCHOOL HOUSE SURGERY DOWNTON SURGERY HARPTREE SURGERY MONMOUTH SURGERY WESTFIELD SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment TEMPLE HOUSE PRACTICE CRICKLADE SURGERY BOX SURGERY ELM TREE SURGERY MARKET LAVINGTON SURGERY ROWDEN SURGERY KINGSWOOD SURGERY NEWBRIDGE SURGERY WHITEPARISH SURGERY TOLSEY SURGERY ST. JAMES SURGERY ST MELOR HOUSE SURGERY WIDCOMBE SURGERY THE LAWN MEDICAL CENTRE AVON VALLEY PRACTICE ELM HAYES SURGERY LODGE SURGERY RUSH HILL SURGERY FAIRFIELD PARK HEALTH CENTRE ST CHADS SURGERY MALMESBURY MEDICAL PARTNERSHIP SOMERTON HOUSE SURGERY LANSDOWNE SURGERY SIXPENNY HANDLEY SURGERY CASTLE PRACTICE PORCH SURGERY COMBE DOWN SURGERY WESTROP MEDICAL PRACTICE ST. MICHAEL'S SURGERY LOVEMEAD GROUP PRACTICE THE PULTENEY PRACTICE Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? Percentage of patients saying they had a ‘good’ experience of making an appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% MERE SURGERY ST. MARY'S SURGERY HINDON SURGERY TISBURY SURGERY 0% RAMSBURY SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (10, 060); Practice bases range from 24 to 140 44 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 45 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 3% 3% 3% Listening to you Treating you with care and concern 9% 7% 7% 35% 34% 52% 56% Giving you enough time Very poor Very good Giving you enough time Very good Listening to you Good Neither good nor poor Treating you with care and concern Poor Very poor Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (678, 664; 676, 845; 676, 130); CCG 2020 (10, 183; 10, 144; 10, 151) 46 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 5% 3% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 3% 4% 29% 23% 30% 66% 73% 66% No, not at all Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (603, 943; 667, 229; 663, 675); CCG 2020 (9, 073; 10, 077; 10, 003) 47 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 11% Yes, definitely 32% 57% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 89 New CCG – no trend data available 00 2018 00 11 2019 Practice range within CCG – % Yes 2020 CCG National 89% 85% Yes 11% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 73% 100% 88% 91% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (277, 005); CCG 2020 (3, 888); Practice bases range from 10 to 65; CCG bases range from 2, 525 to 5, 301 48 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 49 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Support with managing long-term conditions, disabilities, or illnesses Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 17% Yes, definitely 45% 37% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No New CCG – no trend data available 83 17 00 2018 00 2019 2020 National 83% 77% Yes 17% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 54% 100% 79% 83% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (4, 087); Practice bases range from 26 to 73; CCG bases range from 2, 875 to 5, 959 50 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 51 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (4, 087); Practice bases range from 26 to 73 LODGE SURGERY TROWBRIDGE HEALTH CENTRE SIXPENNY HANDLEY SURGERY CCG MONMOUTH SURGERY ST. MARY'S SURGERY FAIRFIELD PARK HEALTH CENTRE HAWTHORN MEDICAL CENTRE WHITEPARISH SURGERY Practices CCG GROSVENOR PLACE SURGERY ELDENE SURGERY ASHINGTON HOUSE SURGERY ST. MICHAEL'S SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) THE PULTENEY PRACTICE HEART OF BATH ROWDEN SURGERY PRIORY ROAD MEDICAL CENTRE THE ORCHARD PARTNERSHIP WESTROP MEDICAL PRACTICE VICTORIA CROSS SURGERY GREAT WESTERN SURGERY HARCOURT MEDICAL CENTRE MERCHISTON SURGERY ST CHADS SURGERY MARKET LAVINGTON SURGERY KINGSWOOD SURGERY KENNET AND AVON MEDICAL PARTNERSHIP AVON VALLEY PRACTICE PARK LANE PRACTICE LOVEMEAD GROUP PRACTICE MILLSTREAM MEDICAL CENTRE SPA MEDICAL CENTRE PHOENIX SURGERY THREE CHEQUERS MEDICAL PRACTICE HATHAWAY SURGERY OLD TOWN SURGERY SPARCELLS SURGERY PATFORD HOUSE PARTNERSHIP WESTBURY GROUP PRACTICE NEW COURT SURGERY MOREDON MEDICAL CENTRE TINKERS LANE SURGERY PURTON SURGERY ABBEY MEADS MEDICAL PRACT Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 52 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (4, 087); Practice bases range from 26 to 73 SILTON SURGERY TISBURY SURGERY MALMESBURY MEDICAL PARTNERSHIP CCG SOMERTON HOUSE SURGERY GIFFORDS PRIMARY CARE CTR WEST VIEW SURGERY ST. AUGUSTINES SURGERY JUBILEE FIELD SURGERY Practices MERE SURGERY ST. JAMES SURGERY HARPTREE SURGERY HINDON SURGERY BURBAGE SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) THE LAWN MEDICAL CENTRE BRADFORD-ON-AVON AND MELKSHAM HEALTH SOUTHBROOM SURGERY AVENUE SURGERY CHEW MEDICAL PRACTICE TEMPLE HOUSE PRACTICE WIDCOMBE SURGERY RIDGE GREEN MEDICAL PRACTICE NORTH SWINDON PRACTICE DOWNTON SURGERY NORTHLANDS SURGERY ELM HAYES SURGERY TOLSEY SURGERY LANSDOWNE SURGERY BARCROFT MEDICAL CENTRE NEWBRIDGE SURGERY HOPE HOUSE SURGERY ST MELOR HOUSE SURGERY WHALEBRIDGE PRACTICE BOX SURGERY CARFAX MEDICAL CENTRE COMBE DOWN SURGERY OLD SCHOOL HOUSE SURGERY CRICKLADE SURGERY SALISBURY MEDICAL PRACTICE WESTFIELD SURGERY HILLCREST SURGERY ELM TREE SURGERY CASTLE PRACTICE RIDGEWAY VIEW FAMILY PRACTICE BATHEASTON MEDICAL CENTRE Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% RAMSBURY SURGERY PORCH SURGERY RUSH HILL SURGERY 0% COURTYARD SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (4, 087); Practice bases range from 26 to 73 53 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with general practice appointment times 54 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results over time Very satisfied 6% 10% 24% 17% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 43% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Dissatisfied New CCG – no trend data available 67 16 00 2018 00 2019 Practice range within CCG – % Satisfied 2020 CCG National 67% 63% Satisfied 16% 19% Dissatisfied CCG range within region – % Satisfied Lowest Performing Highest Performing 37% 97% 62% 69% *Those who say ‘I’m not sure when I can get an appointment’ (3%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (9, 911); Practice bases range from 23 to 145; CCG bases range from 6, 534 to 13, 530 55 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 56 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (9, 911); Practice bases range from 23 to 145 ST. AUGUSTINES SURGERY ST MELOR HOUSE SURGERY CCG RIDGE GREEN MEDICAL PRACTICE NORTH SWINDON PRACTICE SALISBURY MEDICAL PRACTICE PURTON SURGERY HARCOURT MEDICAL CENTRE Practices SOMERTON HOUSE SURGERY ST. MICHAEL'S SURGERY HEART OF BATH LANSDOWNE SURGERY AVENUE SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available PORCH SURGERY CARFAX MEDICAL CENTRE HAWTHORN MEDICAL CENTRE GREAT WESTERN SURGERY PRIORY ROAD MEDICAL CENTRE VICTORIA CROSS SURGERY SPA MEDICAL CENTRE HILLCREST SURGERY TROWBRIDGE HEALTH CENTRE ELDENE SURGERY WHALEBRIDGE PRACTICE PATFORD HOUSE PARTNERSHIP KENNET AND AVON MEDICAL PARTNERSHIP WESTBURY GROUP PRACTICE OLD TOWN SURGERY NEW COURT SURGERY NORTHLANDS SURGERY ASHINGTON HOUSE SURGERY CASTLE PRACTICE BARCROFT MEDICAL CENTRE RIDGEWAY VIEW FAMILY PRACTICE MOREDON MEDICAL CENTRE BRADFORD-ON-AVON AND MELKSHAM HEALTH HATHAWAY SURGERY PHOENIX SURGERY ABBEY MEADS MEDICAL PRACT THREE CHEQUERS MEDICAL PRACTICE MERCHISTON SURGERY SPARCELLS SURGERY TINKERS LANE SURGERY PARK LANE PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 57 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (9, 911); Practice bases range from 23 to 145 TISBURY SURGERY COURTYARD SURGERY MERE SURGERY CCG SILTON SURGERY OLD SCHOOL HOUSE SURGERY JUBILEE FIELD SURGERY RAMSBURY SURGERY GROSVENOR PLACE SURGERY Practices DOWNTON SURGERY ELM TREE SURGERY WESTFIELD SURGERY CHEW MEDICAL PRACTICE CRICKLADE SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available HARPTREE SURGERY COMBE DOWN SURGERY ROWDEN SURGERY TEMPLE HOUSE PRACTICE UNIVERSITY MEDICAL CENTRE NEWBRIDGE SURGERY AVON VALLEY PRACTICE MONMOUTH SURGERY LOVEMEAD GROUP PRACTICE RUSH HILL SURGERY ST CHADS SURGERY LODGE SURGERY MARKET LAVINGTON SURGERY THE LAWN MEDICAL CENTRE MALMESBURY MEDICAL PARTNERSHIP WHITEPARISH SURGERY SIXPENNY HANDLEY SURGERY SOUTHBROOM SURGERY KINGSWOOD SURGERY HOPE HOUSE SURGERY TOLSEY SURGERY MILLSTREAM MEDICAL CENTRE FAIRFIELD PARK HEALTH CENTRE ELM HAYES SURGERY ST. JAMES SURGERY THE PULTENEY PRACTICE WESTROP MEDICAL PRACTICE WEST VIEW SURGERY WIDCOMBE SURGERY BOX SURGERY GIFFORDS PRIMARY CARE CTR Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? Percentage of patients saying they are ‘satisfied’ with the appointment times available Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% THE ORCHARD PARTNERSHIP ST. MARY'S SURGERY BATHEASTON MEDICAL CENTRE HINDON SURGERY 0% BURBAGE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (9, 911); Practice bases range from 23 to 145 58 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied

Services when GP practice is closed • The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 59 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? 67% 62% I contacted an NHS service by telephone 29% 25% A healthcare professional called me back A healthcare professional visited me at home 8% 5% 37% I went to A&E 12% 13% I saw a pharmacist I went to another general practice service 6% 8% 17% 16% I went to another NHS service Can't remember 4% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (1, 938) 60 © Ipsos MORI 19 -071809 -01 | Version 1 | Public CCG National

Time taken to receive care or advice when GP practice is closed Q 46. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 32% It was about right It took too long 68% 100 90 80 70 60 50 40 30 20 10 0 % Took too long New CCG – no trend data available 68 32 00 2018 00 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 63% 72% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (124, 765); CCG 2020 (1, 849); CCG bases range from 1, 063 to 2, 266 61 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 68% 63% About right 32% 37% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 6% Yes, definitely 49% 45% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 CCG % No 94 New CCG – no trend data available 00 2018 00 6 2019 Comparison of results 2020 National 94% 91% Yes 6% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 89% 94% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (125, 059); CCG 2020 (1, 849); CCG bases range from 1, 041 to 2, 264 62 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of services when GP practice is closed Q 48. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good 7% Very good 5% 31% 13% Fairly good Neither good nor poor Fairly poor 44% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor New CCG – no trend data available 00 2018 00 75 12 2019 2020 Comparison of results CCG National 75% 67% Good 12% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 69% 77% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (128, 756); CCG 2020 (1, 884); CCG bases range from 1, 065 to 2, 323 63 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 64 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest – this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part (“true values”). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% – that is, the chances are 95 in 100 that the true value will fall within a specified range (the “ 95% confidence interval”). The table below gives examples of what the confidence intervals look like for an ‘average’ practice and CCG, as well as the confidence intervals at the national level. An example of confidence intervals (at national, CCG and practice level) based on the average number of responses to the question “Overall, how would you describe your experience of your GP practice? ” Approximate confidence intervals for percentages at or near these levels (expressed in percentage points) Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 739, 637 0. 10 0. 15 0. 17 CCG 5, 479 1. 13 1. 73 1. 88 Practice 108 6. 93 10. 20 11. 08 For example, taking a CCG where 5, 479 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1. 73 percentage points from that question’s result (i. e. between 28. 27% and 31. 73%). When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when the results for a group are based on smaller numbers i. e. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 65 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Want to know more? 66 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Further background information about the survey • The survey was sent to c. 2. 3 million adult patients registered with a GP practice. • Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone. • The survey has been running since 2007 and presents results for all practices in England (where surveys have been completed and returned). From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009). • For more information about the survey please visit https: //gp-patient. co. uk/. • The overall response rate to the survey is 31. 7%, based on 739, 637 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. • Further information on the survey including questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: https: //gp-patient. co. uk/surveysandreports. 67 © Ipsos MORI 19 -071809 -01 | Version 1 | Public c. 2. 3 m Surveys to adults registered with an English GP practice 739, 637 Completed surveys in the 2020 publication 31. 7% National response rate

Where to go to do further analysis … • For reports which show the National results broken down by CCG and Practice, go to https: //gp-patient. co. uk/surveysandreports - you can also see previous years’ results here. • To look at this year’s survey data at a national, CCG or practice level, and filter on a specific participant group (e. g. by age), break down the survey results by survey question, or to create and compare different participant ‘subgroups’, go to https: //gp-patient. co. uk/analysistool/2020. • To look at results over time, and filter on a specific participant group, go to https: //gppatient. co. uk/analysistool/trends. • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/faq. 68 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

For further information about the GP Patient Survey, please get in touch with the GPPS team at Ipsos MORI at GPPatient. [email protected] com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. 69 © Ipsos MORI 19 -071809 -01 | Version 1 | Public