NHS Birmingham South and Central CCG Latest survey

NHS Birmingham South and Central CCG Latest survey results July 2017 publication Version 1| Public 1 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Contents This slide pack provides results for the following topic areas: Background, introduction and guidance. …. ……………………………………. Slide 3 Overall experience of GP surgeries………………. . . ………………………. Slide 8 Access to GP services………. . ………………………………………. …… Slide 14 Making an appointment……………………………………………… Slide 23 Waiting times at the GP surgery. …. …………………………………………. . Slide 37 Perceptions of care at patients’ last GP appointment…………………………………. . Slide 41 Perceptions of care at patients’ last nurse appointment………………………… Slide 46 Satisfaction with the practice’s opening hours. …………………………………. ……… Slide 51 Out-of-hours services. ……………………………………………. . . ……… Slide 55 Statistical reliability. . ……………………………………………………. Slide 60 Want to know more? ……………………………………………………. . Slide 62 2 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 15 -080216 -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: //gppatient. co. uk/. • This slide pack presents some of the key results for NHS Birmingham South and Central CCG. • The data in this slide pack are based on the July 2017 GPPS publication. In contrast to previous years when the survey was carried out across two waves, the GPPS now consists of a single wave of fieldwork carried out annually, from January 2017 to March 2017. However, the sample size has remained similar, continuing to provide practice-level data. • In NHS Birmingham South and Central CCG, 18, 829 questionnaires were sent out, and 4, 834 were returned completed. This represents a response rate of 26%. • Prior to 2015 these slide packs presented Area Team averages for each CCG. These are no longer included following the integration of Area Teams into the four existing Regional Teams. However, CCGs can still see how their results compare to those of other local CCGs. • The questionnaire can be found here: https: //gp-patient. co. uk/surveys-and-reports. Note the numbering may change each publication due to the addition or removal of questions. 4 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Making appointments - Waiting times • However, given the consistency of the survey across organisations and over time, GPPS can be used as one element of evidence. • It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys. • This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration. • 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. - Perceptions of care at appointments - Practice opening hours - Out-of-hours services • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations and over time. • The survey has limitations: - Sample sizes at practice level are relatively small. - The data are provided once a year rather than in real time. The survey does not include qualitative data which limits the detail provided by the results. 5 © Ipsos MORI 15 -080216 -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. • Analysing trends in a CCG’s results over time: this provides a sense of the direction of the CCG’s performance over time. The CCG may wish to focus on areas that have seen declines over time. • 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. 6 © Ipsos MORI 15 -080216 -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 – particularly when comparing practices due to low numbers of responses. 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. Trends: • Latest / July 2017: refers to the July 2017 publication (fieldwork January to March 2017). July 2016: refers to the July 2016 publication (fieldwork July to September 2015 and January to March 2016). 15 -080216 -01 Version 1 | Public 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. - July 2015: refers to the July 2015 publication (fieldwork July to September 2014 and January to March 2015). - July 2014: refers to the July 2014 publication (fieldwork July to September 2013 and January to March 2014). - June 2013: Refers to the June 2013 publication (fieldwork July to September 100% Where results do not sum to 2012 and January to March 2013). For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI * More than 0% but less than 0. 5% 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.

Overall experience of GP surgeries 8 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience of GP surgery Q 28. Overall, how would you describe your experience of your GP surgery? CCG’s results over time % Good % Poor 90 80 85 Very good 4% 100 11% 83 83 82 Fairly good 83 42% 70 Neither good nor poor 60 50 Fairly poor 40 30 41% Very poor 20 10 0 Comparison of results 6 June 2013 6 6 July 2014 6 July 2015 July 2016 6 National 83% 85% Good 6% 5% Poor July 2017 Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 52% 98% 77% 91% Base: All those completing a questionnaire: National (794, 704); CCG 2017 (4, 759); CCG 2016 (4, 776); CCG 2015 (3, 950); CCG 2014 (4, 195); CCG 2013 (4, 517); Practice bases range from 42 to 132; CCG bases range from 1, 269 to 8, 941 9 © Ipsos MORI CCG 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other local CCGs Q 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 77% to 91% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 1, 269 to 8, 941 %Good = %Very good + %Fairly good 10 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 52% to 98% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 42 to 132 %Good = %Very good + %Fairly good 11 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 12 Base: All those completing a questionnaire: National (794, 704); CCG (4, 759); Practice bases range from 42 to 132 RIVER BROOK MEDICAL CENTRE SELLY OAK HEALTH CENTRE DR WALJI AND COLLEAGUES NORTHWOOD MEDICAL CENTRE HAWKESLEY MEDICAL PRACTICE WEST HEATH SURGERY FERNLEY MEDICAL CENTRE KARIS MEDICAL CENTRE WYCHALL LANE SURGERY SELLY PARK SURGERY STRENSHAM ROAD SURGERY CCG CHARLES ROAD SURGERY VICARAGE ROAD SURGERY MAYPOLE HEALTH SURGERY Y SPRINGFIELD SURGERY CRANES PARK ROAD SURGERY Practices WEATHER OAK MEDICAL CENTRE COLLEGE ROAD SURGERY DR SS PANDIT'S PRACTICE OAKWOOD SURGERY SOUTH DOC LTD Percentage of patients saying good CCG BELLEVUE MEDICAL CENTRE THE WAND MEDICAL CENTRE HARBORNE MEDICAL PRACTICE LEY HILL SURGERY DRUIDS HEATH SURGERY FIRSTCARE PRACTICE THE PARK MEDICAL CENTRE WEOLEY PARK SURGERY THE KHATTAK MEMORIAL SURGERY B'HAM HEARTLANDS SURGERY GREET MEDICAL PRACTICE PAK HEALTH CENTRE- R. BHATTI SPARKBROOK COMMUNITY AND HEALTH CENTRE PEARL MEDICAL CENTRE THE BALAJI SURGERY, THE SPARKBROOK CHC HOLLYMOOR MEDICAL CENTRE THE HILL GENERAL PRACTICE & UCC FRANKLEY HEALTH CENTRE BATH ROW MEDICAL PRACTICE SPRINGFIELD MEDICAL PRACT THE LIMES MEDICAL CENTRE BALSALL HEATH HEALTH CENTRE (S) Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good

Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? Practices Percentage of patients saying good CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% KINGS NORTON SURGERY WEST HEATH PRIMARY C CTR COFTON MEDICAL CENTRE KINGSFIELD MEDICAL CENTRE BOURNBROOK VARSITY MEDICAL CENTRE NORTHFIELD HEALTH CENTRE Z WOODLAND ROAD SURGERY UNIVERSITY SOUTHGATE PRACTICE MOOR GREEN LANE MED. CTR. BOURNVILLE SURGERY 0% GRANGE HILL SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (794, 704); CCG (4, 759); Practice bases range from 42 to 132 13 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good

Access to GP services 14 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Ease of getting through to GP surgery on the phone Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? CCG’s results over time % Easy CCG % Not easy 100 12% 90 80 70 74 71 70 60 68 66 50 4% Very easy 25% Fairly easy Not at all easy 20 23 27 25 30 29 Haven't tried 41% 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Easy 68% Easy 30% 28% Not easy Local CCG range - % Easy Lowest Performing Highest Performing 23% 96% 57% 79% Base: All those completing a questionnaire: National (804, 177); CCG 2017 (4, 794); CCG 2016 (4, 848); CCG 2015 (4, 023); CCG 2014 (4, 271); CCG 2013 (4, 614); Practice bases range from 42 to 133; CCG bases range from 1, 285 to 9, 058 15 © Ipsos MORI 15 -080216 -01 Version 1 | Public National 66% Not very easy 19% 40 30 Comparison of results %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 16 Base: All those completing a questionnaire: National (804, 177); CCG (4, 794); Practice bases range from 42 to 133 KINGS NORTON SURGERY WYCHALL LANE SURGERY FERNLEY MEDICAL CENTRE CRANES PARK ROAD SURGERY KARIS MEDICAL CENTRE KINGSFIELD MEDICAL CENTRE SELLY OAK HEALTH CENTRE SOUTH DOC LTD LEY HILL SURGERY CCG RIVER BROOK MEDICAL CENTRE DRUIDS HEATH SURGERY COLLEGE ROAD SURGERY VICARAGE ROAD SURGERY SPRINGFIELD SURGERY Practices DR WALJI AND COLLEAGUES WEATHER OAK MEDICAL CENTRE NORTHWOOD MEDICAL CENTRE COFTON MEDICAL CENTRE CCG HARBORNE MEDICAL PRACTICE WEOLEY PARK SURGERY FRANKLEY HEALTH CENTRE SPRINGFIELD MEDICAL PRACT PAK HEALTH CENTRE- R. BHATTI SPARKBROOK COMMUNITY AND HEALTH CENTRE GREET MEDICAL PRACTICE MAYPOLE HEALTH SURGERY Y HAWKESLEY MEDICAL PRACTICE BELLEVUE MEDICAL CENTRE THE BALAJI SURGERY, THE SPARKBROOK CHC B'HAM HEARTLANDS SURGERY THE WAND MEDICAL CENTRE CHARLES ROAD SURGERY HOLLYMOOR MEDICAL CENTRE DR SS PANDIT'S PRACTICE THE LIMES MEDICAL CENTRE THE KHATTAK MEMORIAL SURGERY FIRSTCARE PRACTICE OAKWOOD SURGERY BATH ROW MEDICAL PRACTICE PEARL MEDICAL CENTRE BALSALL HEATH HEALTH CENTRE (S) THE PARK MEDICAL CENTRE THE HILL GENERAL PRACTICE & UCC Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? National average 100% Percentage of patients saying it is ‘easy’ to get through to someone on the phone 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Easy = %Very easy + %Fairly easy

Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? Practices CCG National average Percentage of patients saying it is ‘easy’ to get through to someone on the phone 100% 90% 80% 70% 60% 50% 40% 30% 20% MOOR GREEN LANE MED. CTR. STRENSHAM ROAD SURGERY BOURNBROOK VARSITY MEDICAL CENTRE WEST HEATH PRIMARY C CTR UNIVERSITY SOUTHGATE PRACTICE WOODLAND ROAD SURGERY GRANGE HILL SURGERY BOURNVILLE SURGERY NORTHFIELD HEALTH CENTRE Z SELLY PARK SURGERY 0% WEST HEATH SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (804, 177); CCG (4, 794); Practice bases range from 42 to 133 17 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP surgery Q 4. How helpful do you find the receptionists at your GP surgery? CCG’s results over time % Helpful CCG % Not helpful 100 90 80 85 85 84 Comparison of results 86 9% 85 70 Very helpful 4% Fairly helpful 44% 60 Not very helpful National 85% 87% Helpful 50 Not at all helpful 40 30 20 10 42% 13 13 13 Don't know 13 12 0 June 2013 July 2014 July 2015 July 2016 July 2017 11% Not helpful Local CCG range - % Helpful Practice range in CCG - % Helpful Lowest Performing Highest Performing 58% 100% 82% 91% Base: All those completing a questionnaire: National (803, 718); CCG 2017 (4, 808); CCG 2016 (4, 833); CCG 2015 (4, 019); CCG 2014 (4, 282); CCG 2013 (4, 614); Practice bases range from 42 to 133; CCG bases range from 1, 282 to 9, 059 18 © Ipsos MORI 13% 15 -080216 -01 Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 19 Base: All those completing a questionnaire: National (803, 718); CCG (4, 808); Practice bases range from 42 to 133 STRENSHAM ROAD SURGERY UNIVERSITY SOUTHGATE PRACTICE SPRINGFIELD SURGERY VICARAGE ROAD SURGERY DR SS PANDIT'S PRACTICE COLLEGE ROAD SURGERY COFTON MEDICAL CENTRE WYCHALL LANE SURGERY NORTHWOOD MEDICAL CENTRE GRANGE HILL SURGERY MOOR GREEN LANE MED. CTR. CCG WEST HEATH SURGERY KARIS MEDICAL CENTRE DRUIDS HEATH SURGERY HARBORNE MEDICAL PRACTICE LEY HILL SURGERY Practices SOUTH DOC LTD SELLY PARK SURGERY BELLEVUE MEDICAL CENTRE HAWKESLEY MEDICAL PRACTICE WEATHER OAK MEDICAL CENTRE FERNLEY MEDICAL CENTRE CCG MAYPOLE HEALTH SURGERY Y OAKWOOD SURGERY B'HAM HEARTLANDS SURGERY FRANKLEY HEALTH CENTRE BATH ROW MEDICAL PRACTICE SPRINGFIELD MEDICAL PRACT PAK HEALTH CENTRE- R. BHATTI GREET MEDICAL PRACTICE SPARKBROOK COMMUNITY AND HEALTH CENTRE THE WAND MEDICAL CENTRE FIRSTCARE PRACTICE CHARLES ROAD SURGERY THE PARK MEDICAL CENTRE THE BALAJI SURGERY, THE SPARKBROOK CHC THE KHATTAK MEMORIAL SURGERY WEOLEY PARK SURGERY PEARL MEDICAL CENTRE HOLLYMOOR MEDICAL CENTRE THE LIMES MEDICAL CENTRE THE HILL GENERAL PRACTICE & UCC BALSALL HEATH HEALTH CENTRE (S) Helpfulness of receptionists at GP surgery: how the CCG’s practices compare Q 4. How helpful do you find the receptionists at your GP surgery? National average 100% Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Helpful = %Very helpful + %Fairly helpful

Helpfulness of receptionists at GP surgery: how the CCG’s practices compare Q 4. How helpful do you find the receptionists at your GP surgery? Practices CCG National average Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 100% 90% 80% 70% 60% 50% 40% 30% 20% WEST HEATH PRIMARY C CTR BOURNVILLE SURGERY KINGS NORTON SURGERY KINGSFIELD MEDICAL CENTRE DR WALJI AND COLLEAGUES NORTHFIELD HEALTH CENTRE Z RIVER BROOK MEDICAL CENTRE BOURNBROOK VARSITY MEDICAL CENTRE CRANES PARK ROAD SURGERY SELLY OAK HEALTH CENTRE 0% WOODLAND ROAD SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (803, 718); CCG (4, 808); Practice bases range from 42 to 133 20 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

Awareness of online services Percentage aware of online services offered by GP surgery Q 6. As far as you know, which of the following online services does your GP surgery offer? 100 90 80 70 Practice range within CCG 60 *% 50 40 30 CCG *% *% *% National *% 20 *% 10 0 *% Booking appointments online Ordering repeat prescriptions online *% Accessing my medical records online *% *% None of these Don't know Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (782, 347); CCG (4, 645); Practice bases range from 41 to 122 21 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Online service use Percentage used online services in past 6 months Q 7. And in the past 6 months, which of the following online services have you used at your GP surgery? 100 90 *% *% 80 70 Practice range within CCG 60 50 CCG 40 National 30 20 10 0 *% *% *% Booking appointments online Ordering repeat prescriptions online *% Accessing my medical records online None of these Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (786, 183); CCG (4, 664); Practice bases range from 39 to 126 22 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Making an appointment 23 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Success in getting an appointment Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? CCG’s results CCG's results over time % Yes % No 100 90 80 Yes 5% 82 82 80 81 80 15% Yes, but I had to call back closer to or on the day No 70 60 50 14% 40 67% 30 20 10 Comparison of results 14 15 15 15 14 Can't remember CCG National 80% 84% Yes 15% 11% No No 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 56% 97% 76% 91% Base: All those completing a questionnaire: National (772, 293); CCG 2017 (4, 594); CCG 2016 (4, 649); CCG 2015 (3, 866); CCG 2014 (4, 104); CCG 2013 (4, 423); Practice bases range from 39 to 131; CCG bases range from 1, 230 to 8, 609 24 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes + %Yes, but I had to call back closer to or on the day

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 25 Base: All those completing a questionnaire: National (772, 293); CCG (4, 594); Practice bases range from 39 to 131 MAYPOLE HEALTH SURGERY Y NORTHFIELD HEALTH CENTRE Z SELLY PARK SURGERY KINGSFIELD MEDICAL CENTRE NORTHWOOD MEDICAL CENTRE DRUIDS HEATH SURGERY GRANGE HILL SURGERY SOUTH DOC LTD HAWKESLEY MEDICAL PRACTICE FERNLEY MEDICAL CENTRE CCG WYCHALL LANE SURGERY HARBORNE MEDICAL PRACTICE LEY HILL SURGERY VICARAGE ROAD SURGERY KARIS MEDICAL CENTRE SPRINGFIELD SURGERY Practices WEATHER OAK MEDICAL CENTRE CCG CHARLES ROAD SURGERY WOODLAND ROAD SURGERY DR WALJI AND COLLEAGUES COLLEGE ROAD SURGERY PEARL MEDICAL CENTRE BELLEVUE MEDICAL CENTRE THE WAND MEDICAL CENTRE B'HAM HEARTLANDS SURGERY PAK HEALTH CENTRE- R. BHATTI STRENSHAM ROAD SURGERY FRANKLEY HEALTH CENTRE SPRINGFIELD MEDICAL PRACT OAKWOOD SURGERY BATH ROW MEDICAL PRACTICE GREET MEDICAL PRACTICE WEOLEY PARK SURGERY THE PARK MEDICAL CENTRE DR SS PANDIT'S PRACTICE HOLLYMOOR MEDICAL CENTRE FIRSTCARE PRACTICE THE HILL GENERAL PRACTICE & UCC THE BALAJI SURGERY, THE SPARKBROOK CHC THE LIMES MEDICAL CENTRE SPARKBROOK COMMUNITY AND HEALTH CENTRE THE KHATTAK MEMORIAL SURGERY BALSALL HEATH HEALTH CENTRE (S) Success in getting an appointment: how the CCG’s practices compare Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? National average 100% Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Yes + %Yes, but I had to call back closer to or on the day

Success in getting an appointment: how the CCG’s practices compare Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? Practices CCG National average Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 100% 90% 80% 70% 60% 50% 40% 30% 20% COFTON MEDICAL CENTRE UNIVERSITY SOUTHGATE PRACTICE KINGS NORTON SURGERY WEST HEATH PRIMARY C CTR CRANES PARK ROAD SURGERY RIVER BROOK MEDICAL CENTRE BOURNVILLE SURGERY SELLY OAK HEALTH CENTRE BOURNBROOK VARSITY MEDICAL CENTRE WEST HEATH SURGERY 0% MOOR GREEN LANE MED. CTR. 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772, 293); CCG (4, 594); Practice bases range from 39 to 131 26 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes + %Yes, but I had to call back closer to or on the day

Convenience of appointment Q 15. How convenient was the appointment you were able to get? CCG’s results CCG's results over time % Convenient 100 90 91 90 90 8% 90 CCG National Fairly convenient 90% 92% Not very convenient Convenient Very convenient 90 80 Comparison of results 46% 70 60 50 44% 40 Not at all convenient 30 20 10 0 9 10 June 2013 10 July 2014 July 2015 10 10 July 2016 July 2017 Practice range in CCG - % Convenient 8% Not convenient Local CCG range - % Convenient Lowest Performing Highest Performing 67% 100% 89% 96% Base: All those able to get an appointment: National (658, 980); CCG 2017 (3, 730); CCG 2016 (3, 777); CCG 2015 (3, 162); CCG 2014 (3, 398); CCG 2013 (3, 661); Practice bases range from 25 to 119; CCG bases range from 1, 119 to 6, 924 27 © Ipsos MORI 10% 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 28 Base: All those able to get an appointment: National (658, 980); CCG (3, 730); Practice bases range from 25 to 119 GRANGE HILL SURGERY UNIVERSITY SOUTHGATE PRACTICE VICARAGE ROAD SURGERY WYCHALL LANE SURGERY FERNLEY MEDICAL CENTRE HAWKESLEY MEDICAL PRACTICE SPRINGFIELD SURGERY LEY HILL SURGERY WEATHER OAK MEDICAL CENTRE SELLY OAK HEALTH CENTRE CCG KINGS NORTON SURGERY STRENSHAM ROAD SURGERY SPRINGFIELD MEDICAL PRACT KINGSFIELD MEDICAL CENTRE FRANKLEY HEALTH CENTRE DR SS PANDIT'S PRACTICE Practices CHARLES ROAD SURGERY SPARKBROOK COMMUNITY AND HEALTH CENTRE DR WALJI AND COLLEAGUES OAKWOOD SURGERY WEOLEY PARK SURGERY SELLY PARK SURGERY COLLEGE ROAD SURGERY BELLEVUE MEDICAL CENTRE CCG MAYPOLE HEALTH SURGERY Y THE KHATTAK MEMORIAL SURGERY NORTHWOOD MEDICAL CENTRE DRUIDS HEATH SURGERY KARIS MEDICAL CENTRE THE WAND MEDICAL CENTRE SOUTH DOC LTD THE PARK MEDICAL CENTRE B'HAM HEARTLANDS SURGERY THE BALAJI SURGERY, THE SPARKBROOK CHC HOLLYMOOR MEDICAL CENTRE HARBORNE MEDICAL PRACTICE BALSALL HEATH HEALTH CENTRE (S) GREET MEDICAL PRACTICE FIRSTCARE PRACTICE PEARL MEDICAL CENTRE BATH ROW MEDICAL PRACTICE THE LIMES MEDICAL CENTRE THE HILL GENERAL PRACTICE & UCC Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? Practices CCG National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% PAK HEALTH CENTRE- R. BHATTI MOOR GREEN LANE MED. CTR. WEST HEATH PRIMARY C CTR WOODLAND ROAD SURGERY RIVER BROOK MEDICAL CENTRE COFTON MEDICAL CENTRE BOURNVILLE SURGERY CRANES PARK ROAD SURGERY NORTHFIELD HEALTH CENTRE Z WEST HEATH SURGERY 0% BOURNBROOK VARSITY MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those able to get an appointment: National (658, 980); CCG (3, 730); Practice bases range from 25 to 119 29 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment (rebased to include those unable to get an appointment) Q 15. How convenient was the appointment you were able to get? (rebased) Comparison of results CCG’s results* CCG National Fairly convenient 76% 81% Not very convenient Convenient Not at all convenient 24% 19% Not convenient/ unable to get an appointment Very convenient 16% 39% 7% 37% Local CCG range - % Convenient Practice range in CCG - % Convenient Lowest Performing Highest Performing 44% 97% 72% 89% * Trend data is not available for this question as Q 15 rebased is not included in datasets pre July 2017 publication. * %Convenient = %Very convenient + %Fairly convenient %Not/ unable = %Not very convenient + %Not at all convenient + %Unable to get appointment Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG 2017 (4, 333); Practice bases range from 36 to 126; CCG bases range from 1, 182 to 8, 032 30 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 31 Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (4, 333); Practice bases range from 36 to 126 NORTHFIELD HEALTH CENTRE Z GRANGE HILL SURGERY WOODLAND ROAD SURGERY HAWKESLEY MEDICAL PRACTICE KINGSFIELD MEDICAL CENTRE FERNLEY MEDICAL CENTRE WEATHER OAK MEDICAL CENTRE WYCHALL LANE SURGERY PAK HEALTH CENTRE- R. BHATTI MAYPOLE HEALTH SURGERY Y CCG SELLY PARK SURGERY VICARAGE ROAD SURGERY NORTHWOOD MEDICAL CENTRE SOUTH DOC LTD STRENSHAM ROAD SURGERY LEY HILL SURGERY Practices CHARLES ROAD SURGERY COLLEGE ROAD SURGERY DRUIDS HEATH SURGERY SPRINGFIELD SURGERY CCG DR WALJI AND COLLEAGUES KARIS MEDICAL CENTRE OAKWOOD SURGERY BELLEVUE MEDICAL CENTRE THE WAND MEDICAL CENTRE HARBORNE MEDICAL PRACTICE SPRINGFIELD MEDICAL PRACT FRANKLEY HEALTH CENTRE B'HAM HEARTLANDS SURGERY WEOLEY PARK SURGERY PEARL MEDICAL CENTRE DR SS PANDIT'S PRACTICE THE PARK MEDICAL CENTRE THE KHATTAK MEMORIAL SURGERY GREET MEDICAL PRACTICE SPARKBROOK COMMUNITY AND HEALTH CENTRE HOLLYMOOR MEDICAL CENTRE BATH ROW MEDICAL PRACTICE THE BALAJI SURGERY, THE SPARKBROOK CHC FIRSTCARE PRACTICE THE LIMES MEDICAL CENTRE BALSALL HEATH HEALTH CENTRE (S) THE HILL GENERAL PRACTICE & UCC Convenience of appointment (rebased to include those unable to get an appointment): how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? (rebased) National average 100% Percentage of patients saying their appointment was ‘convenient’ 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment (rebased to include those unable to get an appointment): how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? (rebased) Practices CCG National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% COFTON MEDICAL CENTRE UNIVERSITY SOUTHGATE PRACTICE WEST HEATH PRIMARY C CTR MOOR GREEN LANE MED. CTR. CRANES PARK ROAD SURGERY BOURNVILLE SURGERY KINGS NORTON SURGERY RIVER BROOK MEDICAL CENTRE SELLY OAK HEALTH CENTRE WEST HEATH SURGERY 0% BOURNBROOK VARSITY MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (4, 333); Practice bases range from 36 to 126 32 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient

What patients do when they are unable to get appointment / are offered an inconvenient appointment Percentage who went on to do something else when unable to get appointment/ offered inconvenient appointment Q 17. What did you do on that occasion? 100% 90% 80% 70% 60% CCG 50% National 40% *% *% 30% *% 20% *% 10% 0% *% *% Went to the Got an Had a consultation appointment I was appointment for a over the phone offered different day *% *% Went to A&E *% *% *% Saw a pharmacist Used another NHSDecided to contact Didn’t see or service my surgery speak to anyone another time Comparisons are indicative only: differences may not be statistically significant Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (110, 834); CCG (827) 33 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience of making an appointment Q 18. Overall, how would you describe your experience of making an appointment? CCG’s results CCG's results over time % Good 8% 100 70 Fairly good 32% 90 80 Very good 8% % Poor 74 71 71 70 70 Neither good nor poor 15% 60 40 Very poor 30 10 CCG National 70% 73% Good Fairly poor 50 20 Comparison of results 13 15 14 37% 16 15 16% 13% Poor 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Good Local CCG range - % Good Lowest Performing Highest Performing 38% 96% 63% 83% Base: All those completing a questionnaire: National (768, 706); CCG 2017 (4, 588); CCG 2016 (4, 627); CCG 2015 (3, 883); CCG 2014 (4, 097); CCG 2013 (4, 420); Practice bases range from 42 to 130; CCG bases range from 1, 214 to 8, 628 34 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 35 Base: All those completing a questionnaire: National (768, 706); CCG (4, 588); Practice bases range from 42 to 130 MOOR GREEN LANE MED. CTR. CRANES PARK ROAD SURGERY COFTON MEDICAL CENTRE KINGSFIELD MEDICAL CENTRE FERNLEY MEDICAL CENTRE WOODLAND ROAD SURGERY SELLY PARK SURGERY DRUIDS HEATH SURGERY HAWKESLEY MEDICAL PRACTICE KARIS MEDICAL CENTRE CCG SOUTH DOC LTD WEATHER OAK MEDICAL CENTRE DR WALJI AND COLLEAGUES WYCHALL LANE SURGERY SPRINGFIELD SURGERY NORTHWOOD MEDICAL CENTRE Practices VICARAGE ROAD SURGERY COLLEGE ROAD SURGERY LEY HILL SURGERY CCG MAYPOLE HEALTH SURGERY Y BELLEVUE MEDICAL CENTRE HARBORNE MEDICAL PRACTICE SPRINGFIELD MEDICAL PRACT FRANKLEY HEALTH CENTRE CHARLES ROAD SURGERY THE WAND MEDICAL CENTRE OAKWOOD SURGERY PAK HEALTH CENTRE- R. BHATTI SPARKBROOK COMMUNITY AND HEALTH CENTRE THE PARK MEDICAL CENTRE PEARL MEDICAL CENTRE THE BALAJI SURGERY, THE SPARKBROOK CHC WEOLEY PARK SURGERY DR SS PANDIT'S PRACTICE B'HAM HEARTLANDS SURGERY THE KHATTAK MEMORIAL SURGERY GREET MEDICAL PRACTICE HOLLYMOOR MEDICAL CENTRE FIRSTCARE PRACTICE BALSALL HEATH HEALTH CENTRE (S) THE LIMES MEDICAL CENTRE BATH ROW MEDICAL PRACTICE THE HILL GENERAL PRACTICE & UCC Overall experience of making an appointment: how the CCG’s practices compare Q 18. Overall, how would you describe your experience of making an appointment? National average Percentage of patients saying they had a ‘good’ experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good

Overall experience of making an appointment: how the CCG’s practices compare Q 18. Overall, how would you describe your experience of making an appointment? Practices CCG National average Percentage of patients saying they had a ‘good’ experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% UNIVERSITY SOUTHGATE PRACTICE WEST HEATH PRIMARY C CTR SELLY OAK HEALTH CENTRE BOURNVILLE SURGERY KINGS NORTON SURGERY RIVER BROOK MEDICAL CENTRE NORTHFIELD HEALTH CENTRE Z WEST HEATH SURGERY BOURNBROOK VARSITY MEDICAL CENTRE GRANGE HILL SURGERY 0% STRENSHAM ROAD SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (768, 706); CCG (4, 588); Practice bases range from 42 to 130 36 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good

Waiting times at the GP surgery 37 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Waiting times at the GP surgery Q 20. How do you feel about how long you normally have to wait to be seen? CCG’s results CCG's results over time % Don't wait too long I don't normally have to wait too long I have to wait a bit too long 8% 100 12% 90 80 70 60 50 40 53 41 53 40 30 53 39 52 41 Comparison of results I have to wait far too long 52% No opinion/doesn't apply 29% 20 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG – % Don’t wait too long National 52% 58% Don’t wait too long 41% 33% Wait too long Lowest Performing Highest Performing 21% 91% 46% 68% 38 15 -080216 -01 Version 1 | Public Don’t wait too long Local CCG range – % Don’t wait too long Base: All those completing a questionnaire: National (772, 842); CCG 2017 (4, 586); CCG 2016 (4, 648); CCG 2015 (3, 902); CCG 2014 (4, 093); CCG 2013 (4, 432); Practice bases range from 41 to 129; CCG bases range from 1, 223 to 8, 645 © Ipsos MORI CCG %Wait too long= %Wait a bit too long + %Wait far too long

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 39 Base: All those completing a questionnaire: National (772, 842); CCG (4, 586); Practice bases range from 41 to 129 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses FERNLEY MEDICAL CENTRE SELLY OAK HEALTH CENTRE MOOR GREEN LANE MED. CTR. CRANES PARK ROAD SURGERY SOUTH DOC LTD HAWKESLEY MEDICAL PRACTICE WEST HEATH SURGERY DRUIDS HEATH SURGERY WEATHER OAK MEDICAL CENTRE BOURNBROOK VARSITY MEDICAL CENTRE CCG COLLEGE ROAD SURGERY HARBORNE MEDICAL PRACTICE WOODLAND ROAD SURGERY DR WALJI AND COLLEAGUES FRANKLEY HEALTH CENTRE VICARAGE ROAD SURGERY Practices BATH ROW MEDICAL PRACTICE CCG BELLEVUE MEDICAL CENTRE STRENSHAM ROAD SURGERY KINGSFIELD MEDICAL CENTRE PAK HEALTH CENTRE- R. BHATTI KARIS MEDICAL CENTRE PEARL MEDICAL CENTRE WEOLEY PARK SURGERY CHARLES ROAD SURGERY HOLLYMOOR MEDICAL CENTRE WYCHALL LANE SURGERY THE KHATTAK MEMORIAL SURGERY SPRINGFIELD SURGERY SPARKBROOK COMMUNITY AND HEALTH CENTRE FIRSTCARE PRACTICE MAYPOLE HEALTH SURGERY Y THE WAND MEDICAL CENTRE DR SS PANDIT'S PRACTICE THE HILL GENERAL PRACTICE & UCC THE BALAJI SURGERY, THE SPARKBROOK CHC THE LIMES MEDICAL CENTRE THE PARK MEDICAL CENTRE OAKWOOD SURGERY SPRINGFIELD MEDICAL PRACT GREET MEDICAL PRACTICE B'HAM HEARTLANDS SURGERY BALSALL HEATH HEALTH CENTRE (S) Waiting times at the GP surgery: how the CCG’s practices compare Q 20. How do you feel about how long you normally have to wait to be seen? National average Percentage of patients saying they ‘don’t normally have to wait too long’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Waiting times at the GP surgery: how the CCG’s practices compare Q 20. How do you feel about how long you normally have to wait to be seen? Practices CCG National average Percentage of patients saying they ‘don’t normally have to wait too long’ 100% 90% 80% 70% 60% 50% 40% 30% 20% WEST HEATH PRIMARY C CTR COFTON MEDICAL CENTRE GRANGE HILL SURGERY RIVER BROOK MEDICAL CENTRE NORTHFIELD HEALTH CENTRE Z SELLY PARK SURGERY KINGS NORTON SURGERY BOURNVILLE SURGERY UNIVERSITY SOUTHGATE PRACTICE NORTHWOOD MEDICAL CENTRE 0% LEY HILL SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772, 842); CCG (4, 586); Practice bases range from 41 to 129 40 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at patients’ last GP appointment 41 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at last GP appointment Q 21. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor Poor Neither good nor poor Good Very good National results % Poor (total) 4% 4% 3% 4% 4% CCG results % Poor (total) 4% 3% 10% 5% 3% 14% 4% 3% 10% 4% 3% 8% 37% 38% 48% 51% 48% 37% 44% 11% Very poor 37% 48% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (4, 582; 4, 580; 4, 434; 4, 285; 4, 518); National (767, 129; 765, 505; 735, 550; 707, 368; 754, 335) 42 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Poor = %Very poor + %Poor

Confidence and trust in the GP Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/can’t say’ have been excluded from these results. CCG’s results CCG's results over time % Yes 100 90 96 96 5% % No 95 95 Comparison of results Yes, definitely 95 31% 80 Yes, to some extent 70 CCG National 95% Yes 5% 5% No No 60 50 64% 40 No, not at all 30 20 10 0 4 5 4 June 2013 July 2014 5 July 2015 5 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 87% 100% 93% 97% Base: All those completing a questionnaire: National (754, 466); CCG 2017 (4, 506); CCG 2016 (4, 540); CCG 2015 (3, 811); CCG 2014 (4, 056); CCG 2013 (4, 332); Practice bases range from 37 to 125; CCG bases range from 1, 194 to 8, 382 43 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 44 Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (4, 506); Practice bases range from 37 to 125 PAK HEALTH CENTRE- R. BHATTI COFTON MEDICAL CENTRE HARBORNE MEDICAL PRACTICE SPRINGFIELD SURGERY MOOR GREEN LANE MED. CTR. SPARKBROOK COMMUNITY AND HEALTH CENTRE THE WAND MEDICAL CENTRE GRANGE HILL SURGERY UNIVERSITY SOUTHGATE PRACTICE SPRINGFIELD MEDICAL PRACT CCG KINGS NORTON SURGERY WEATHER OAK MEDICAL CENTRE WEST HEATH PRIMARY C CTR DR WALJI AND COLLEAGUES NORTHFIELD HEALTH CENTRE Z THE PARK MEDICAL CENTRE Practices THE BALAJI SURGERY, THE SPARKBROOK CHC BOURNVILLE SURGERY COLLEGE ROAD SURGERY WEOLEY PARK SURGERY CCG Percentage of patients saying they have trust and confidence in their GP STRENSHAM ROAD SURGERY VICARAGE ROAD SURGERY CHARLES ROAD SURGERY RIVER BROOK MEDICAL CENTRE CRANES PARK ROAD SURGERY WEST HEATH SURGERY LEY HILL SURGERY B'HAM HEARTLANDS SURGERY SOUTH DOC LTD BATH ROW MEDICAL PRACTICE BELLEVUE MEDICAL CENTRE OAKWOOD SURGERY HOLLYMOOR MEDICAL CENTRE KARIS MEDICAL CENTRE PEARL MEDICAL CENTRE FIRSTCARE PRACTICE THE HILL GENERAL PRACTICE & UCC GREET MEDICAL PRACTICE DRUIDS HEATH SURGERY FRANKLEY HEALTH CENTRE THE LIMES MEDICAL CENTRE BALSALL HEATH HEALTH CENTRE (S) THE KHATTAK MEMORIAL SURGERY Confidence and trust in the GP: how the CCG’s practices compare Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Yes, definitely + %Yes, to some extent

Confidence and trust in the GP: how the CCG’s practices compare Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. Practices Percentage of patients saying they have trust and confidence in their GP CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% MAYPOLE HEALTH SURGERY Y FERNLEY MEDICAL CENTRE WOODLAND ROAD SURGERY DR SS PANDIT'S PRACTICE NORTHWOOD MEDICAL CENTRE WYCHALL LANE SURGERY SELLY OAK HEALTH CENTRE HAWKESLEY MEDICAL PRACTICE SELLY PARK SURGERY KINGSFIELD MEDICAL CENTRE 0% BOURNBROOK VARSITY MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (4, 506); Practice bases range from 37 to 125 45 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Perceptions of care at patients’ last nurse appointment 46 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at last nurse appointment Q 23. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor Poor Neither good nor poor Good Very good National results % Poor (total) 2% 2% 2% CCG results % Poor (total) 3% 3% 4% 4% 7% 4% 3% 8% 10% 38% 37% 52% 51% 50% 13% 37% 46% 9% Very poor 36% 51% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (4, 192; 4, 165; 4, 070; 3, 788; 4, 119); National (690, 213; 684, 099; 665, 816; 607, 788; 675, 604) 47 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Poor = %Very poor + %Poor

Confidence and trust in the nurse Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * CCG’s results CCG's results over time % Yes 100 90 96 96 4% % No 96 96 96 80 *Those who say ‘Don’t know/can’t say’ have been excluded from these results. Comparison of results Yes, definitely 28% Yes, to some extent 70 CCG National 96% 97% Yes 60 50 67% 40 No, not at all 30 20 10 0 4 4 June 2013 4 July 2014 4 July 2015 3% No No 4 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 86% 100% 95% 99% Base: All those completing a questionnaire: National (683, 080); CCG 2017 (4, 123); CCG 2016 (4, 121); CCG 2015 (3, 502); CCG 2014 (3, 703); CCG 2013 (3, 977); Practice bases range from 22 to 122; CCG bases range from 1, 122 to 7, 651 48 © Ipsos MORI 4% 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 49 Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (4, 123); Practice bases range from 22 to 122 NORTHFIELD HEALTH CENTRE Z BOURNVILLE SURGERY KINGS NORTON SURGERY RIVER BROOK MEDICAL CENTRE COLLEGE ROAD SURGERY FERNLEY MEDICAL CENTRE CRANES PARK ROAD SURGERY WYCHALL LANE SURGERY MOOR GREEN LANE MED. CTR. SPARKBROOK COMMUNITY AND HEALTH CENTRE CCG DRUIDS HEATH SURGERY BELLEVUE MEDICAL CENTRE KARIS MEDICAL CENTRE NORTHWOOD MEDICAL CENTRE SELLY PARK SURGERY Practices BOURNBROOK VARSITY MEDICAL CENTRE FRANKLEY HEALTH CENTRE SPRINGFIELD SURGERY DR SS PANDIT'S PRACTICE HARBORNE MEDICAL PRACTICE THE PARK MEDICAL CENTRE Percentage of patients saying they have trust and confidence in their nurse CCG SPRINGFIELD MEDICAL PRACT LEY HILL SURGERY CHARLES ROAD SURGERY HOLLYMOOR MEDICAL CENTRE BATH ROW MEDICAL PRACTICE WEST HEATH SURGERY GRANGE HILL SURGERY UNIVERSITY SOUTHGATE PRACTICE THE WAND MEDICAL CENTRE WEOLEY PARK SURGERY FIRSTCARE PRACTICE THE HILL GENERAL PRACTICE & UCC THE BALAJI SURGERY, THE SPARKBROOK CHC MAYPOLE HEALTH SURGERY Y PAK HEALTH CENTRE- R. BHATTI GREET MEDICAL PRACTICE THE LIMES MEDICAL CENTRE PEARL MEDICAL CENTRE BALSALL HEATH HEALTH CENTRE (S) THE KHATTAK MEMORIAL SURGERY OAKWOOD SURGERY B'HAM HEARTLANDS SURGERY Confidence and trust in the nurse: how the CCG’s practices compare Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Yes, definitely + %Yes, to some extent

Confidence and trust in the nurse: how the CCG’s practices compare Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. Percentage of patients saying they have trust and confidence in their nurse Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% WEATHER OAK MEDICAL CENTRE WEST HEATH PRIMARY C CTR COFTON MEDICAL CENTRE WOODLAND ROAD SURGERY SOUTH DOC LTD HAWKESLEY MEDICAL PRACTICE KINGSFIELD MEDICAL CENTRE STRENSHAM ROAD SURGERY VICARAGE ROAD SURGERY DR WALJI AND COLLEAGUES 0% SELLY OAK HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (4, 123); Practice bases range from 22 to 122 50 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with the practice’s opening hours 51 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Satisfaction with opening hours Q 25. How satisfied are you with the hours that your GP surgery is open? CCG’s results CCG's results over time % Satisfied 3% % Dissatisfied 7% 100 90 80 70 78 76 74 10% 30 0 9 11 June 2013 July 2014 July 2015 39% 11 National Fairly satisfied 76% Satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 40 10 CCG 37% 50 12 Very satisfied 4% 60 20 Comparison of results Very dissatisfied 11% 9% I'm not sure when my GP surgery is open Dissatisfied 11 July 2016 July 2017 Practice range in CCG - % Satisfied Local CCG range - % Satisfied Lowest Performing Highest Performing 50% 97% 74% 81% Base: All those completing a questionnaire: National (795, 461); CCG 2017 (4, 767); CCG 2016 (4, 768); CCG 2015 (3, 956); CCG 2014 (4, 193); CCG 2013 (4, 536); Practice bases range from 41 to 131; CCG bases range from 1, 274 to 8, 938 52 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 53 Base: All those completing a questionnaire: National (795, 461); CCG (4, 767); Practice bases range from 41 to 131 KARIS MEDICAL CENTRE OAKWOOD SURGERY SPRINGFIELD SURGERY WEATHER OAK MEDICAL CENTRE FIRSTCARE PRACTICE MOOR GREEN LANE MED. CTR. THE HILL GENERAL PRACTICE & UCC BELLEVUE MEDICAL CENTRE CRANES PARK ROAD SURGERY HAWKESLEY MEDICAL PRACTICE CCG GRANGE HILL SURGERY STRENSHAM ROAD SURGERY DRUIDS HEATH SURGERY BOURNBROOK VARSITY MEDICAL CENTRE PAK HEALTH CENTRE- R. BHATTI SOUTH DOC LTD Practices DR SS PANDIT'S PRACTICE SELLY PARK SURGERY CCG GREET MEDICAL PRACTICE COLLEGE ROAD SURGERY WYCHALL LANE SURGERY KINGS NORTON SURGERY B'HAM HEARTLANDS SURGERY PEARL MEDICAL CENTRE VICARAGE ROAD SURGERY HARBORNE MEDICAL PRACTICE THE PARK MEDICAL CENTRE CHARLES ROAD SURGERY THE WAND MEDICAL CENTRE UNIVERSITY SOUTHGATE PRACTICE NORTHWOOD MEDICAL CENTRE THE KHATTAK MEMORIAL SURGERY LEY HILL SURGERY SPARKBROOK COMMUNITY AND HEALTH CENTRE HOLLYMOOR MEDICAL CENTRE THE LIMES MEDICAL CENTRE BATH ROW MEDICAL PRACTICE MAYPOLE HEALTH SURGERY Y WEOLEY PARK SURGERY SPRINGFIELD MEDICAL PRACT THE BALAJI SURGERY, THE SPARKBROOK CHC FRANKLEY HEALTH CENTRE BALSALL HEATH HEALTH CENTRE (S) Satisfaction with opening hours: how the CCG’s practices compare Q 25. How satisfied are you with the hours that your GP surgery is open? National average 100% Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Satisfied = %Very satisfied + %Fairly satisfied

Satisfaction with opening hours: how the CCG’s practices compare Q 25. How satisfied are you with the hours that your GP surgery is open? Practices CCG National average Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 100% 90% 80% 70% 60% 50% 40% 30% 20% FERNLEY MEDICAL CENTRE WEST HEATH SURGERY RIVER BROOK MEDICAL CENTRE WEST HEATH PRIMARY C CTR COFTON MEDICAL CENTRE NORTHFIELD HEALTH CENTRE Z SELLY OAK HEALTH CENTRE WOODLAND ROAD SURGERY KINGSFIELD MEDICAL CENTRE BOURNVILLE SURGERY 0% DR WALJI AND COLLEAGUES 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (795, 461); CCG (4, 767); Practice bases range from 41 to 131 54 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied

Out-of-hours services* * The out-of-hours service questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP surgery 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. 55 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Use of out-of-hours services Q 41. Considering all of the services you contacted, which of the following happened on that occasion? CCG 52% I contacted an NHS service by telephone 61% 16% A health professional called me back A health professional visited me at home 26% 4% 6% 29% 34% I went to A&E I saw a pharmacist 10% 11% 31% I went to another NHS service Can't remember 23% 7% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 736); CCG (949) 56 © Ipsos MORI 15 -080216 -01 Version 1 | Public National

Speed of care provided by out-of-hours service* Q 42. How do you feel about how quickly you received care or advice on that occasion? CCG’s results CCG's results over time 8% Comparison of results It was about right Latest About right 57% Took too long 35% It took too long 57% July 2016 About right Took too long 55% Don't know/doesn't apply 37% CCG National 57% 61% About right 35% 33% Took too long Local CCG range– % About right Lowest Performing Highest Performing 50% 70% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 915); CCG 2017 (953); CCG 2016 (909); CCG bases range from 168 to 1, 595 57 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Confidence and trust in out-of-hours staff* Q 43. Considering all of the people you saw or spoke to on that occasion, did you have confidence and trust in them? Comparison of results CCG’s results CCG's results over time 9% Latest Yes 86% No 9% Yes, definitely 5% 41% Yes, to some extent No, not at all July 2016 Yes 86% No 9% 45% Don't know/can't say CCG National 86% 87% Yes 9% 9% No No Local CCG range– % Yes Lowest Performing Highest Performing 81% 93% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 851); CCG 2017 (952); CCG 2016 (905); CCG bases range from 167 to 1, 594 58 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of out-of-hours services* Q 44. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed? 7% Latest Poor Very good 4% 7% Good Fairly good 29% 67% 14% Neither good nor poor 15% Poor 65% 14% CCG National 67% 66% Good 14% 15% Poor Fairly poor July 2016 Good Comparison of results CCG’s results CCGs’ results over time Very poor 38% Don't know/can't say Local CCG range - % Good Lowest Performing Highest Performing 60% 76% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only made with 2016 data. Base: All answering who have tried to call an out-of-hours GP service in the past 6 months: National (124, 994); CCG 2017 (947); CCG 2016 (912); CCG bases range from 168 to 1, 603 59 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 60 © Ipsos MORI 15 -080216 -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 surgery? ” Approximate confidence intervals for percentages at or near these levels Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 808, 332 0. 09 0. 14 0. 15 CCG 4, 000 1. 18 1. 86 2. 07 Practice 100 5. 05 9. 41 11. 3 For example, taking a CCG where 4, 000 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. 86 percentage points from that question’s result (i. e. between 28. 14% and 31. 86%). 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 comparing groups, especially where there are small numbers e. g. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 61 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Want to know more? 62 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Further background information about the survey • The survey was sent to c. 2. 15 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. • Past results dating back to 2007 are available for every practice in the UK, allowing meaningful comparisons of patients’ experiences; the survey is now annual, previously it took place twice a year (June 2011 - July 2016), and 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/. • 808, 332 The overall response rate to the survey is 37. 5%, based on 808, 332 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. Completed surveys in the July 2017 publication • 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/Surveys. And. Reports 63 © Ipsos MORI 15 -080216 -01 Version 1 | Public c. 2. 15 m Surveys to adults registered with an English GP practice 37. 5% 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/Surveys. And. Reports - you can also see previous years’ results here. • To analyse the survey data for a specific participant group (e. g. by age), go to http: //results. gp-patient. co. uk/report/1/rt 1_profiles. aspx • To break down the survey results by survey question as well as by participant demographics, go to http: //results. gp-patient. co. uk/report/6/rt 3_result. aspx • To look at trends in responses and study the survey data by different participant groups, go to http: //results. gppatient. co. uk/report/12/rt 1_profiles. aspx • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/FAQ 64 © Ipsos MORI 15 -080216 -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. Survey@Ipsos-MORI. com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. This work has been carried out in accordance with the requirements of the international quality standard for Market Research, ISO 20252: 2012, and with the standard Ipsos MORI Terms and Conditions which can be found at http: //www. ipsosmori. com/terms. © Ipsos MORI 2017 65 © Ipsos MORI 15 -080216 -01 Version 1 | Public