NHS BRISTOL NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG

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NHS BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG Latest survey results July 2019 publication

NHS BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG Latest survey results July 2019 publication Version 1| Public 1 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Contents Background, introduction and guidance Overall experience of GP practice Local GP services Access

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 18 -042653 -01 | Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 18 -042653 -01 | Version 1

Background, introduction and guidance 3 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide

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 BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG, 26, 270 questionnaires were sent out, and 9, 330 were returned completed. This represents a response rate of 36%. • 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: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics,

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services • The data provide a snapshot of patient experience at a given time, and are updated annually. • Given the consistency of the survey across organisations, 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. • This pack includes 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. - Making an appointment - 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 18 -042653 -01 | Version 1 | Public

Guidance on how to use the data The following suggest ideas for how the

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. *Images used in this slide are for example purposes only 6 © Ipsos MORI 18 -042653 -01 | Version 1 | Public *

Interpreting the results • The number of participants answering (the base size) is stated

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. 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. • Trends: 100% • Latest / 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 18 -042653 -01 | Version 1 | Public * More than 0% but less than 0. 5% When fewer than 10 patients respond 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 18 -042653 -01 | Version

Overall experience of GP practice 8 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Overall experience of GP practice Q 31. Overall, how would you describe your experience

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% Comparison of results % Poor 100 Very good 90 80 Fairly good 85 85 70 45% 60 Neither good nor poor 40% Very poor 30 20 10 0 6 5 2018 2019 85% 83% Good 5% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 53% 99% 74% 90% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (9, 215); CCG 2018 (9, 303); Practice bases range from 32 to 152; CCG bases range from 2, 573 to 9, 215 9 © Ipsos MORI National 50 40 Fairly poor CCG 18 -042653 -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 31. Overall,

Overall experience: how the CCG’s results compare to other local CCGs Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 74% to 90% 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 2, 573 to 9, 215 %Good = %Very good + %Fairly good 10 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe

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 53% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 32 to 152 %Good = %Very good + %Fairly good 11 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 12 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (760, 037); CCG 2019 (9, 215); Practice bases range from 32 to 152 THE FAMILY PRACTICE NIGHTINGALE VALLEY PRACTICE THORNBURY HEALTH CENTRE - BURNEY CCG MAYTREES MEDICAL PRACTICE BISHOPSTON MEDICAL PRACTICE KINGSWOOD HEALTH CENTRE FISHPONDS FAMILY PRACTICE BRADLEY STOKE SURGERY Practices LAWRENCE HILL HEALTH CENTRE CCG STUDENT HEALTH SERVICE STOKE GIFFORD MEDICAL CENTRE MENDIP VALE MEDICAL PRACTICE Percentage of patients saying ‘good’ THE WELLSPRING SURGERY THE CEDARS SURGERY BEDMINSTER FAMILY PRACTICE MONTPELIER HEALTH CENTRE BROADMEAD MEDICAL CENTRE GRANGE ROAD SURGERY NEW COURT SURGERY THE DOWNEND HEALTH GROUP HARBOURSIDE FAMILY PRACTICE CONISTON MEDICAL PRACTICE CHARLOTTE KEEL MEDICAL PRACTICE CONCORD MEDICAL CENTRE THE CREST FAMILY PRACTICE THE MERRYWOOD PRACTICE CLOSE FARM SURGERY HILLVIEW FAMILY PRACTICE PILNING SURGERY PIER HEALTH GROUP NORTHVILLE FAMILY PRACTICE EASTVILLE MEDICAL PRACTICE THE ARMADA FAMILY PRACTICE HARTWOOD HEALTHCARE THE MILTON SURGERY BRIDGE VIEW MEDICAL SOUTHMEAD & HENBURY FAMILY PRACTICE GRAHAM ROAD SURGERY EMERSONS GREEN MEDICAL CENTRE STAFFORD MEDICAL GROUP TUDOR LODGE SURGERY LEAP VALLEY MEDICAL CENTRE CLARENCE PARK 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

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0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (760, 037); CCG 2019 (9, 215); Practice bases range from 32 to 152 WELLINGTON ROAD SURGERY LONGTON GROVE SURGERY TYNTESFIELD MEDICAL GROUP Practices CADBURY HEATH HEALTHCARE HEYWOOD FAMILY PRACTICE STOCKWOOD MEDICAL CENTRE FALLODON WAY MEDICAL CENTRE SEA MILLS SURGERY Percentage of patients saying ‘good’ ALMONDSBURY SURGERY GREENWAY COMMUNITY PRACTICE PEMBROKE ROAD SURGERY THE LENNARD SURGERY CLEVEDON MEDICAL CENTRE MONKS PARK SURGERY GLOUCESTER ROAD MEDICAL CENTRE HORFIELD HC WINSCOMBE SURGERY WESTBURY ON TRYM PRIMARY CARE CENTRE PORTISHEAD MEDICAL GROUP WELLS ROAD SURGERY ST MARY STREET SURGERY WHITELADIES MEDICAL GROUP PRIORY SURGERY THE OLD SCHOOL SURGERY FROME VALLEY MEDICAL CENTRE BIRCHWOOD MEDICAL PRACTICE STREAMSIDE SURGERY HANHAM HEALTH WEST WALK SURGERY AIR BALLOON SURGERY THREE SHIRES MEDICAL PRACTICE BEECHWOOD MEDICAL PRACTICE PIONEER MEDICAL GROUP SHIREHAMPTON GROUP PRACTICE HELIOS MEDICAL CENTRE FIRECLAY HEALTH ORCHARD MEDICAL CENTRE KENNEDY WAY SURGERY COURTSIDE SURGERY Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? CCG 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

Local GP services 14 © Ipsos MORI 18 -042653 -01 | Version 1 |

Local GP services 14 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Ease of getting through to GP practice on the phone Q 1. Generally, how

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 11% 18% 21% Very easy Fairly easy Not very easy 50% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 69 68 32 31 2018 2019 Practice range in CCG – % Easy National 68% Easy 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 20% 99% 58% 87% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (8, 946); CCG 2018 (9, 021); Practice bases range from 32 to 152; CCG bases range from 2, 495 to 8, 946 15 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

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0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 16 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (8, 946); Practice bases range from 32 to 152 CHARLOTTE KEEL MEDICAL PRACTICE BEECHWOOD MEDICAL PRACTICE MENDIP VALE MEDICAL PRACTICE CCG COURTSIDE SURGERY THE FAMILY PRACTICE HARTWOOD HEALTHCARE FIRECLAY HEALTH CCG Practices NORTHVILLE FAMILY PRACTICE MONTPELIER HEALTH CENTRE SHIREHAMPTON GROUP PRACTICE PORTISHEAD MEDICAL GROUP NIGHTINGALE VALLEY PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone MAYTREES MEDICAL PRACTICE THE WELLSPRING SURGERY BEDMINSTER FAMILY PRACTICE THE OLD SCHOOL SURGERY WHITELADIES MEDICAL GROUP LAWRENCE HILL HEALTH CENTRE HANHAM HEALTH AIR BALLOON SURGERY SOUTHMEAD & HENBURY FAMILY PRACTICE GRANGE ROAD SURGERY THE DOWNEND HEALTH GROUP NEW COURT SURGERY LEAP VALLEY MEDICAL CENTRE THORNBURY HEALTH CENTRE - BURNEY THE ARMADA FAMILY PRACTICE EASTVILLE MEDICAL PRACTICE THE LENNARD SURGERY PIER HEALTH GROUP THE CEDARS SURGERY STOKE GIFFORD MEDICAL CENTRE CONCORD MEDICAL CENTRE ORCHARD MEDICAL CENTRE CONISTON MEDICAL PRACTICE HARBOURSIDE FAMILY PRACTICE BRIDGE VIEW MEDICAL EMERSONS GREEN MEDICAL CENTRE CLARENCE PARK SURGERY STAFFORD MEDICAL GROUP THE MILTON SURGERY GRAHAM ROAD SURGERY TUDOR LODGE 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

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0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (8, 946); Practice bases range from 32 to 152 WELLINGTON ROAD SURGERY ALMONDSBURY SURGERY HEYWOOD FAMILY PRACTICE Practices THREE SHIRES MEDICAL PRACTICE STREAMSIDE SURGERY LONGTON GROVE SURGERY PEMBROKE ROAD SURGERY STOCKWOOD MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to get through to someone on the phone PILNING SURGERY GREENWAY COMMUNITY PRACTICE GLOUCESTER ROAD MEDICAL CENTRE FALLODON WAY MEDICAL CENTRE WELLS ROAD SURGERY SEA MILLS SURGERY THE MERRYWOOD PRACTICE PRIORY SURGERY STUDENT HEALTH SERVICE HELIOS MEDICAL CENTRE ST MARY STREET SURGERY BIRCHWOOD MEDICAL PRACTICE TYNTESFIELD MEDICAL GROUP MONKS PARK SURGERY PIONEER MEDICAL GROUP KENNEDY WAY SURGERY FROME VALLEY MEDICAL CENTRE WINSCOMBE SURGERY CADBURY HEATH HEALTHCARE BRADLEY STOKE SURGERY BROADMEAD MEDICAL CENTRE WEST WALK SURGERY THE CREST FAMILY PRACTICE BISHOPSTON MEDICAL PRACTICE CLOSE FARM SURGERY HORFIELD HC FISHPONDS FAMILY PRACTICE HILLVIEW FAMILY PRACTICE WESTBURY ON TRYM PRIMARY CARE CENTRE KINGSWOOD HEALTH CENTRE CLEVEDON MEDICAL CENTRE 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? CCG 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

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the

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 7% Very helpful 43% 49% 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 91 9 8 2019 National 92% 89% Helpful 8% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 70% 99% 85% 94% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (9, 094); CCG 2018 (9, 200); Practice bases range from 32 to 152; CCG bases range from 2, 527 to 9, 094 18 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 19 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 19 Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (9, 094); Practice bases range from 32 to 152 GREENWAY COMMUNITY PRACTICE HARTWOOD HEALTHCARE HILLVIEW FAMILY PRACTICE CCG NIGHTINGALE VALLEY PRACTICE THE CEDARS SURGERY HELIOS MEDICAL CENTRE HARBOURSIDE FAMILY PRACTICE BISHOPSTON MEDICAL PRACTICE Practices BEECHWOOD MEDICAL PRACTICE THE DOWNEND HEALTH GROUP CCG MENDIP VALE MEDICAL PRACTICE CONCORD MEDICAL CENTRE Percentage of patients saying receptionists at the GP practice are ‘helpful’ CHARLOTTE KEEL MEDICAL PRACTICE PRIORY SURGERY KINGSWOOD HEALTH CENTRE NEW COURT SURGERY WEST WALK SURGERY KENNEDY WAY SURGERY BROADMEAD MEDICAL CENTRE PIER HEALTH GROUP THE OLD SCHOOL SURGERY ORCHARD MEDICAL CENTRE GRANGE ROAD SURGERY COURTSIDE SURGERY BRIDGE VIEW MEDICAL BRADLEY STOKE SURGERY BEDMINSTER FAMILY PRACTICE SOUTHMEAD & HENBURY FAMILY PRACTICE STOKE GIFFORD MEDICAL CENTRE LAWRENCE HILL HEALTH CENTRE THE ARMADA FAMILY PRACTICE SHIREHAMPTON GROUP PRACTICE THE CREST FAMILY PRACTICE STAFFORD MEDICAL GROUP CLOSE FARM SURGERY NORTHVILLE FAMILY PRACTICE TUDOR LODGE SURGERY GRAHAM ROAD SURGERY LEAP VALLEY MEDICAL CENTRE EMERSONS GREEN MEDICAL CENTRE THE MILTON SURGERY CONISTON MEDICAL PRACTICE CLARENCE PARK SURGERY 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

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0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 20 Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (9, 094); Practice bases range from 32 to 152 MONKS PARK SURGERY WELLINGTON ROAD SURGERY HEYWOOD FAMILY PRACTICE Practices LONGTON GROVE SURGERY TYNTESFIELD MEDICAL GROUP FISHPONDS FAMILY PRACTICE STUDENT HEALTH SERVICE FALLODON WAY MEDICAL CENTRE Percentage of patients saying receptionists at the GP practice are ‘helpful’ ALMONDSBURY SURGERY CLEVEDON MEDICAL CENTRE PIONEER MEDICAL GROUP HORFIELD HC SEA MILLS SURGERY WHITELADIES MEDICAL GROUP HANHAM HEALTH GLOUCESTER ROAD MEDICAL CENTRE WINSCOMBE SURGERY STOCKWOOD MEDICAL CENTRE ST MARY STREET SURGERY PEMBROKE ROAD SURGERY FIRECLAY HEALTH THE WELLSPRING SURGERY THE LENNARD SURGERY AIR BALLOON SURGERY THREE SHIRES MEDICAL PRACTICE EASTVILLE MEDICAL PRACTICE FROME VALLEY MEDICAL CENTRE PORTISHEAD MEDICAL GROUP MAYTREES MEDICAL PRACTICE CADBURY HEATH HEALTHCARE WELLS ROAD SURGERY BIRCHWOOD MEDICAL PRACTICE PILNING SURGERY THE MERRYWOOD PRACTICE THE FAMILY PRACTICE THORNBURY HEALTH CENTRE - BURNEY WESTBURY ON TRYM PRIMARY CARE CENTRE MONTPELIER HEALTH CENTRE STREAMSIDE SURGERY 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? CCG 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

Access to online services 21 © Ipsos MORI 18 -042653 -01 | Version 1

Access to online services 21 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Awareness of online services Percentage aware of online services offered by GP practice Q

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 CCG National 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 (746, 334); CCG 2019 (9, 055); Practice bases range from 30 to 150 22 © Ipsos MORI *% 18 -042653 -01 | Version 1 | Public *% None of these Don't know

Online service use Percentage used online services in past 12 months Q 5. Which

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 (754, 767); CCG 2019 (9, 176); Practice bases range from 32 to 152 23 18 -042653 -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

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 7% 22% 16% Very easy Fairly easy Not very easy 55% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 79 77 23 21 2018 2019 CCG National 77% Easy 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 43% 98% 71% 83% *Those who say ‘Haven’t tried’ (59%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 424); CCG 2018 (3, 397); Practice bases range from 15 to 81; CCG bases range from 818 to 3, 424 24 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

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0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 25 Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 424); Practice bases range from 15 to 81 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy BEECHWOOD MEDICAL PRACTICE GLOUCESTER ROAD MEDICAL CENTRE FISHPONDS FAMILY PRACTICE CCG THE WELLSPRING SURGERY STUDENT HEALTH SERVICE FALLODON WAY MEDICAL CENTRE HILLVIEW FAMILY PRACTICE CCG Practices THE FAMILY PRACTICE TYNTESFIELD MEDICAL GROUP SOUTHMEAD & HENBURY FAMILY PRACTICE CONISTON MEDICAL PRACTICE CONCORD MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website WEST WALK SURGERY CHARLOTTE KEEL MEDICAL PRACTICE BIRCHWOOD MEDICAL PRACTICE STAFFORD MEDICAL GROUP CLOSE FARM SURGERY BEDMINSTER FAMILY PRACTICE NIGHTINGALE VALLEY PRACTICE THE DOWNEND HEALTH GROUP PILNING SURGERY HARTWOOD HEALTHCARE STOKE GIFFORD MEDICAL CENTRE ORCHARD MEDICAL CENTRE GRAHAM ROAD SURGERY SHIREHAMPTON GROUP PRACTICE BRIDGE VIEW MEDICAL MAYTREES MEDICAL PRACTICE CLARENCE PARK SURGERY THE ARMADA FAMILY PRACTICE THE OLD SCHOOL SURGERY FIRECLAY HEALTH PIER HEALTH GROUP MONKS PARK SURGERY EMERSONS GREEN MEDICAL CENTRE BISHOPSTON MEDICAL PRACTICE THE MILTON SURGERY THE CEDARS SURGERY CLEVEDON MEDICAL CENTRE LEAP VALLEY MEDICAL CENTRE NORTHVILLE FAMILY PRACTICE BROADMEAD MEDICAL CENTRE TUDOR 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%

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 26 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 26 Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 424); Practice bases range from 15 to 81 ALMONDSBURY SURGERY AIR BALLOON SURGERY WESTBURY ON TRYM PRIMARY CARE CENTRE Practices GREENWAY COMMUNITY PRACTICE PRIORY SURGERY THE CREST FAMILY PRACTICE STOCKWOOD MEDICAL CENTRE WELLINGTON ROAD SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website THE MERRYWOOD PRACTICE SEA MILLS SURGERY PEMBROKE ROAD SURGERY LONGTON GROVE SURGERY PORTISHEAD MEDICAL GROUP THE LENNARD SURGERY COURTSIDE SURGERY HANHAM HEALTH WINSCOMBE SURGERY HELIOS MEDICAL CENTRE HEYWOOD FAMILY PRACTICE HORFIELD HC WHITELADIES MEDICAL GROUP LAWRENCE HILL HEALTH CENTRE MENDIP VALE MEDICAL PRACTICE NEW COURT SURGERY PIONEER MEDICAL GROUP THREE SHIRES MEDICAL PRACTICE STREAMSIDE SURGERY GRANGE ROAD SURGERY FROME VALLEY MEDICAL CENTRE HARBOURSIDE FAMILY PRACTICE WELLS ROAD SURGERY KENNEDY WAY SURGERY CADBURY HEATH HEALTHCARE ST MARY STREET SURGERY KINGSWOOD HEALTH CENTRE MONTPELIER HEALTH CENTRE BRADLEY STOKE SURGERY EASTVILLE MEDICAL PRACTICE THORNBURY HEALTH CENTRE - BURNEY 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? CCG 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

Making an appointment 27 © Ipsos MORI 18 -042653 -01 | Version 1 |

Making an appointment 27 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Choice of appointment Q 16. On this occasion (when you last tried to make

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 12% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 56% 12% No, I was not offered a choice of appointment 37% 63 Comparison of results % No 63 37 37 2018 2019 National 63% 62% Yes 37% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 25% 89% 53% 73% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (7, 188); CCG 2018 (7, 320); Practice bases range from 29 to 125; CCG bases range from 2, 048 to 7, 188 28 © Ipsos MORI CCG 18 -042653 -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 18 -042653 -01 | Version 1 | Public 29 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 29 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (7, 188); Practice bases range from 29 to 125 CLEVEDON MEDICAL CENTRE MONTPELIER HEALTH CENTRE STREAMSIDE SURGERY CCG THE MERRYWOOD PRACTICE PRIORY SURGERY BROADMEAD MEDICAL CENTRE CCG BRADLEY STOKE SURGERY Practices BEDMINSTER FAMILY PRACTICE FIRECLAY HEALTH KENNEDY WAY SURGERY HILLVIEW FAMILY PRACTICE THE WELLSPRING SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment NORTHVILLE FAMILY PRACTICE EASTVILLE MEDICAL PRACTICE KINGSWOOD HEALTH CENTRE THE DOWNEND HEALTH GROUP STOKE GIFFORD MEDICAL CENTRE CHARLOTTE KEEL MEDICAL PRACTICE HELIOS MEDICAL CENTRE THE FAMILY PRACTICE CLOSE FARM SURGERY SHIREHAMPTON GROUP PRACTICE HARTWOOD HEALTHCARE SOUTHMEAD & HENBURY FAMILY PRACTICE THE CEDARS SURGERY THE LENNARD SURGERY COURTSIDE SURGERY BRIDGE VIEW MEDICAL NEW COURT SURGERY ORCHARD MEDICAL CENTRE EMERSONS GREEN MEDICAL CENTRE CONCORD MEDICAL CENTRE HARBOURSIDE FAMILY PRACTICE LEAP VALLEY MEDICAL CENTRE THORNBURY HEALTH CENTRE - BURNEY CONISTON MEDICAL PRACTICE PIER HEALTH GROUP THE ARMADA FAMILY PRACTICE STAFFORD MEDICAL GROUP GRAHAM ROAD SURGERY TUDOR LODGE SURGERY THE MILTON SURGERY CLARENCE PARK 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’

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 30 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 30 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (7, 188); Practice bases range from 29 to 125 WELLINGTON ROAD SURGERY SEA MILLS SURGERY LONGTON GROVE SURGERY Practices MONKS PARK SURGERY GREENWAY COMMUNITY PRACTICE HEYWOOD FAMILY PRACTICE ALMONDSBURY SURGERY WHITELADIES MEDICAL GROUP Percentage of patients saying ‘yes’ they were offered a choice of appointment WELLS ROAD SURGERY HORFIELD HC WESTBURY ON TRYM PRIMARY CARE CENTRE STOCKWOOD MEDICAL CENTRE ST MARY STREET SURGERY PEMBROKE ROAD SURGERY FROME VALLEY MEDICAL CENTRE BISHOPSTON MEDICAL PRACTICE THE CREST FAMILY PRACTICE BEECHWOOD MEDICAL PRACTICE MENDIP VALE MEDICAL PRACTICE THREE SHIRES MEDICAL PRACTICE FISHPONDS FAMILY PRACTICE TYNTESFIELD MEDICAL GROUP BIRCHWOOD MEDICAL PRACTICE PIONEER MEDICAL GROUP MAYTREES MEDICAL PRACTICE STUDENT HEALTH SERVICE FALLODON WAY MEDICAL CENTRE THE OLD SCHOOL SURGERY AIR BALLOON SURGERY NIGHTINGALE VALLEY PRACTICE WINSCOMBE SURGERY PORTISHEAD MEDICAL GROUP PILNING SURGERY LAWRENCE HILL HEALTH CENTRE GLOUCESTER ROAD MEDICAL CENTRE WEST WALK SURGERY CADBURY HEATH HEALTHCARE HANHAM HEALTH GRANGE ROAD 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? CCG 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’

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment

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 25 24 2018 National 76% 74% Yes, took appt 76 75 CCG 2019 Yes, took appt 18% 20% No, took appt 6% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 50% 95% 65% 84% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (8, 680); CCG 2018 (8, 825); Practice bases range from 32 to 147; CCG bases range from 2, 430 to 8, 680 31 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 32 Comparisons

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 32 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (8, 680); Practice bases range from 32 to 147 HILLVIEW FAMILY PRACTICE FISHPONDS FAMILY PRACTICE STOKE GIFFORD MEDICAL CENTRE CCG BEDMINSTER FAMILY PRACTICE GLOUCESTER ROAD MEDICAL CENTRE FIRECLAY HEALTH THE OLD SCHOOL SURGERY THE LENNARD SURGERY Practices CCG BRADLEY STOKE SURGERY BISHOPSTON MEDICAL PRACTICE THE WELLSPRING SURGERY NEW COURT SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered THE FAMILY PRACTICE NORTHVILLE FAMILY PRACTICE MONTPELIER HEALTH CENTRE MENDIP VALE MEDICAL PRACTICE WEST WALK SURGERY AIR BALLOON SURGERY PRIORY SURGERY HELIOS MEDICAL CENTRE KINGSWOOD HEALTH CENTRE NIGHTINGALE VALLEY PRACTICE SHIREHAMPTON GROUP PRACTICE HARBOURSIDE FAMILY PRACTICE EASTVILLE MEDICAL PRACTICE PIER HEALTH GROUP COURTSIDE SURGERY THE MERRYWOOD PRACTICE THE DOWNEND HEALTH GROUP CONISTON MEDICAL PRACTICE BROADMEAD MEDICAL CENTRE CONCORD MEDICAL CENTRE GRAHAM ROAD SURGERY STAFFORD MEDICAL GROUP THE ARMADA FAMILY PRACTICE BRIDGE VIEW MEDICAL THE MILTON SURGERY SOUTHMEAD & HENBURY FAMILY PRACTICE CHARLOTTE KEEL MEDICAL PRACTICE EMERSONS GREEN MEDICAL CENTRE CLARENCE PARK SURGERY LEAP VALLEY MEDICAL CENTRE TUDOR LODGE 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 18 -042653 -01 | Version 1 | Public 33 Comparisons

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 33 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (8, 680); Practice bases range from 32 to 147 STUDENT HEALTH SERVICE WELLINGTON ROAD SURGERY SEA MILLS SURGERY LONGTON GROVE SURGERY Practices MONKS PARK SURGERY ST MARY STREET SURGERY GREENWAY COMMUNITY PRACTICE WESTBURY ON TRYM PRIMARY CARE CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered FALLODON WAY MEDICAL CENTRE THREE SHIRES MEDICAL PRACTICE PEMBROKE ROAD SURGERY STOCKWOOD MEDICAL CENTRE ALMONDSBURY SURGERY PIONEER MEDICAL GROUP STREAMSIDE SURGERY WHITELADIES MEDICAL GROUP TYNTESFIELD MEDICAL GROUP HORFIELD HC KENNEDY WAY SURGERY FROME VALLEY MEDICAL CENTRE THE CREST FAMILY PRACTICE THORNBURY HEALTH CENTRE - BURNEY PORTISHEAD MEDICAL GROUP HANHAM HEALTH THE CEDARS SURGERY CADBURY HEATH HEALTHCARE WELLS ROAD SURGERY BIRCHWOOD MEDICAL PRACTICE BEECHWOOD MEDICAL PRACTICE HEYWOOD FAMILY PRACTICE GRANGE ROAD SURGERY PILNING SURGERY ORCHARD MEDICAL CENTRE CLEVEDON MEDICAL CENTRE WINSCOMBE SURGERY MAYTREES MEDICAL PRACTICE LAWRENCE HILL HEALTH CENTRE HARTWOOD HEALTHCARE CLOSE FARM 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? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

What patients do when they are not satisfied with the appointment offered and do

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, 350); CCG 2019 (374) 34 © Ipsos MORI 18 -042653 -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

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% 28% 17% % Good Very good Fairly good Neither good nor poor Fairly poor 40% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 69 68 16 15 2018 2019 National 69% 67% Good 15% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 30% 93% 55% 80% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (8, 607); CCG 2018 (8, 726); Practice bases range from 32 to 143; CCG bases range from 2, 403 to 8, 607 35 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 36 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 36 Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (8, 607); Practice bases range from 32 to 143 THE CREST FAMILY PRACTICE THE MERRYWOOD PRACTICE FISHPONDS FAMILY PRACTICE CCG MENDIP VALE MEDICAL PRACTICE HARTWOOD HEALTHCARE THE WELLSPRING SURGERY CLOSE FARM SURGERY WEST WALK SURGERY Practices AIR BALLOON SURGERY HILLVIEW FAMILY PRACTICE HANHAM HEALTH CCG STOKE GIFFORD MEDICAL CENTRE Percentage of patients saying they had a ‘good’ experience of making an appointment HELIOS MEDICAL CENTRE THE FAMILY PRACTICE SHIREHAMPTON GROUP PRACTICE THORNBURY HEALTH CENTRE - BURNEY MONTPELIER HEALTH CENTRE NIGHTINGALE VALLEY PRACTICE THE CEDARS SURGERY LAWRENCE HILL HEALTH CENTRE NEW COURT SURGERY NORTHVILLE FAMILY PRACTICE EASTVILLE MEDICAL PRACTICE PIER HEALTH GROUP THE DOWNEND HEALTH GROUP HARBOURSIDE FAMILY PRACTICE CONCORD MEDICAL CENTRE BROADMEAD MEDICAL CENTRE BEDMINSTER FAMILY PRACTICE ORCHARD MEDICAL CENTRE GRAHAM ROAD SURGERY CHARLOTTE KEEL MEDICAL PRACTICE COURTSIDE SURGERY CONISTON MEDICAL PRACTICE STAFFORD MEDICAL GROUP SOUTHMEAD & HENBURY FAMILY PRACTICE THE ARMADA FAMILY PRACTICE TUDOR LODGE SURGERY BRIDGE VIEW MEDICAL EMERSONS GREEN MEDICAL CENTRE CLARENCE PARK SURGERY THE MILTON SURGERY LEAP VALLEY 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 18 -042653 -01 | Version 1 | Public 37 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 37 Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (8, 607); Practice bases range from 32 to 143 WELLINGTON ROAD SURGERY LONGTON GROVE SURGERY SEA MILLS SURGERY Practices MONKS PARK SURGERY ST MARY STREET SURGERY GREENWAY COMMUNITY PRACTICE THREE SHIRES MEDICAL PRACTICE PEMBROKE ROAD SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment ALMONDSBURY SURGERY BIRCHWOOD MEDICAL PRACTICE STOCKWOOD MEDICAL CENTRE HORFIELD HC STUDENT HEALTH SERVICE FALLODON WAY MEDICAL CENTRE WESTBURY ON TRYM PRIMARY CARE CENTRE WELLS ROAD SURGERY THE LENNARD SURGERY PIONEER MEDICAL GROUP STREAMSIDE SURGERY CADBURY HEATH HEALTHCARE HEYWOOD FAMILY PRACTICE KENNEDY WAY SURGERY TYNTESFIELD MEDICAL GROUP GLOUCESTER ROAD MEDICAL CENTRE CLEVEDON MEDICAL CENTRE FROME VALLEY MEDICAL CENTRE PILNING SURGERY WHITELADIES MEDICAL GROUP BISHOPSTON MEDICAL PRACTICE PRIORY SURGERY KINGSWOOD HEALTH CENTRE WINSCOMBE SURGERY PORTISHEAD MEDICAL GROUP BEECHWOOD MEDICAL PRACTICE THE OLD SCHOOL SURGERY FIRECLAY HEALTH GRANGE ROAD SURGERY BRADLEY STOKE SURGERY MAYTREES MEDICAL 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? CCG 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

Perceptions of care at patients’ last appointment 38 © Ipsos MORI 18 -042653 -01

Perceptions of care at patients’ last appointment 38 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last

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 7% 8% 37% 35% 54% 55% Giving you enough time 10% 37% 50% 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 (717, 030; 715, 282; 717, 062); CCG 2019 (8, 753; 8, 740; 8, 760) 39 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30.

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% 5% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 3% 5% 25% 32% 31% 72% 63% No, not at all 64% 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 (637, 385; 705, 397; 706, 338); CCG 2019 (7, 831; 8, 674; 8, 689) 40 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment,

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 12% Yes, definitely 33% 55% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 88% 86% Yes 12% 14% No No % No 89 88 12 11 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 71% 100% 83% 92% 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 (284, 999); CCG 2019 (3, 361); CCG 2018 (3, 316); Practice bases range from 15 to 60; CCG bases range from 909 to 3, 361 41 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 42 © Ipsos MORI 18 -042653 -01 | Version 1 |

Managing health conditions 42 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Support with managing health conditions Q 38. In the last 12 months, have you

Support with managing health conditions 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 21% 41% Yes, definitely Yes, to some extent No, not at all 38% 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 81 79 21 19 2018 2019 National 79% 78% Yes 21% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 53% 97% 77% 84% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (3, 629); CCG 2018 (3, 634); Practice bases range from 22 to 65; CCG bases range from 974 to 3, 629 43 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 44 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 44 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (3, 629); Practice bases range from 22 to 65 HILLVIEW FAMILY PRACTICE FISHPONDS FAMILY PRACTICE GREENWAY COMMUNITY PRACTICE BEDMINSTER FAMILY PRACTICE CCG KENNEDY WAY SURGERY THE FAMILY PRACTICE STOCKWOOD MEDICAL CENTRE CCG EASTVILLE MEDICAL PRACTICE Practices WESTBURY ON TRYM PRIMARY CARE CENTRE HELIOS MEDICAL CENTRE WELLS ROAD SURGERY SOUTHMEAD & HENBURY FAMILY PRACTICE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) STOKE GIFFORD MEDICAL CENTRE ST MARY STREET SURGERY PRIORY SURGERY PILNING SURGERY WEST WALK SURGERY COURTSIDE SURGERY THE MERRYWOOD PRACTICE LAWRENCE HILL HEALTH CENTRE THE DOWNEND HEALTH GROUP ORCHARD MEDICAL CENTRE NEW COURT SURGERY BRIDGE VIEW MEDICAL THE CEDARS SURGERY CLARENCE PARK SURGERY MONKS PARK SURGERY THE WELLSPRING SURGERY PIONEER MEDICAL GROUP HARBOURSIDE FAMILY PRACTICE BEECHWOOD MEDICAL PRACTICE THE MILTON SURGERY NIGHTINGALE VALLEY PRACTICE PIER HEALTH GROUP HARTWOOD HEALTHCARE TUDOR LODGE SURGERY EMERSONS GREEN MEDICAL CENTRE LEAP VALLEY MEDICAL CENTRE GRAHAM ROAD SURGERY GLOUCESTER ROAD MEDICAL CENTRE STAFFORD MEDICAL GROUP NORTHVILLE FAMILY PRACTICE MONTPELIER HEALTH CENTRE Support with managing long-term health conditions: 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 18 -042653 -01 | Version 1 | Public 45 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 45 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (3, 629); Practice bases range from 22 to 65 FIRECLAY HEALTH CADBURY HEATH HEALTHCARE Practices PEMBROKE ROAD SURGERY ALMONDSBURY SURGERY BIRCHWOOD MEDICAL PRACTICE WELLINGTON ROAD SURGERY HANHAM HEALTH Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) THE LENNARD SURGERY AIR BALLOON SURGERY TYNTESFIELD MEDICAL GROUP THE ARMADA FAMILY PRACTICE THE CREST FAMILY PRACTICE HEYWOOD FAMILY PRACTICE SEA MILLS SURGERY THE OLD SCHOOL SURGERY LONGTON GROVE SURGERY THORNBURY HEALTH CENTRE - BURNEY SHIREHAMPTON GROUP PRACTICE MENDIP VALE MEDICAL PRACTICE CLEVEDON MEDICAL CENTRE CHARLOTTE KEEL MEDICAL PRACTICE WHITELADIES MEDICAL GROUP CLOSE FARM SURGERY CONCORD MEDICAL CENTRE MAYTREES MEDICAL PRACTICE STREAMSIDE SURGERY THREE SHIRES MEDICAL PRACTICE HORFIELD HC BROADMEAD MEDICAL CENTRE BRADLEY STOKE SURGERY CONISTON MEDICAL PRACTICE WINSCOMBE SURGERY PORTISHEAD MEDICAL GROUP FALLODON WAY MEDICAL CENTRE GRANGE ROAD SURGERY BISHOPSTON MEDICAL PRACTICE KINGSWOOD HEALTH CENTRE FROME VALLEY MEDICAL CENTRE Support with managing long-term health conditions: 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)? CCG 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

Satisfaction with general practice appointment times 46 © Ipsos MORI 18 -042653 -01 |

Satisfaction with general practice appointment times 46 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Satisfaction with appointment times Q 8. How satisfied are you with the general practice

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results Very satisfied 6% 10% CCG’s results over time % Satisfied 21% Fairly satisfied Neither satisfied nor dissatisfied 19% Fairly dissatisfied 43% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 65 Comparison of results % Dissatisfied 64 17 17 2018 2019 Practice range in CCG – % Satisfied CCG National 64% 65% Satisfied 17% 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 30% 92% 57% 75% *Those who say ‘I’m not sure when I can get an appointment’ (2%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (8, 328); CCG 2018 (8, 514); Practice bases range from 32 to 142; CCG bases range from 2, 266 to 8, 328 47 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 48 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 48 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (8, 328); Practice bases range from 32 to 142 AIR BALLOON SURGERY BROADMEAD MEDICAL CENTRE PIER HEALTH GROUP CCG THE CREST FAMILY PRACTICE NIGHTINGALE VALLEY PRACTICE THE DOWNEND HEALTH GROUP CCG PILNING SURGERY Practices LAWRENCE HILL HEALTH CENTRE MENDIP VALE MEDICAL PRACTICE THE WELLSPRING SURGERY EASTVILLE MEDICAL PRACTICE WINSCOMBE SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available BISHOPSTON MEDICAL PRACTICE COURTSIDE SURGERY CHARLOTTE KEEL MEDICAL PRACTICE HANHAM HEALTH THE OLD SCHOOL SURGERY HILLVIEW FAMILY PRACTICE PORTISHEAD MEDICAL GROUP HARBOURSIDE FAMILY PRACTICE THORNBURY HEALTH CENTRE - BURNEY GRAHAM ROAD SURGERY PRIORY SURGERY BEDMINSTER FAMILY PRACTICE SOUTHMEAD & HENBURY FAMILY PRACTICE WEST WALK SURGERY CONCORD MEDICAL CENTRE MONTPELIER HEALTH CENTRE SHIREHAMPTON GROUP PRACTICE THE CEDARS SURGERY STOKE GIFFORD MEDICAL CENTRE THE MERRYWOOD PRACTICE THE ARMADA FAMILY PRACTICE THE MILTON SURGERY ORCHARD MEDICAL CENTRE NORTHVILLE FAMILY PRACTICE CLARENCE PARK SURGERY STAFFORD MEDICAL GROUP CONISTON MEDICAL PRACTICE BRIDGE VIEW MEDICAL TUDOR LODGE SURGERY LEAP VALLEY MEDICAL CENTRE EMERSONS GREEN MEDICAL CENTRE 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 18 -042653 -01 | Version 1 | Public 49 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 49 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (8, 328); Practice bases range from 32 to 142 LONGTON GROVE SURGERY SEA MILLS SURGERY WELLINGTON ROAD SURGERY Practices GREENWAY COMMUNITY PRACTICE GLOUCESTER ROAD MEDICAL CENTRE STOCKWOOD MEDICAL CENTRE ST MARY STREET SURGERY PEMBROKE ROAD SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available KENNEDY WAY SURGERY HORFIELD HC MONKS PARK SURGERY PIONEER MEDICAL GROUP THREE SHIRES MEDICAL PRACTICE ALMONDSBURY SURGERY HARTWOOD HEALTHCARE CLEVEDON MEDICAL CENTRE FALLODON WAY MEDICAL CENTRE WELLS ROAD SURGERY STREAMSIDE SURGERY KINGSWOOD HEALTH CENTRE THE LENNARD SURGERY WESTBURY ON TRYM PRIMARY CARE CENTRE WHITELADIES MEDICAL GROUP HEYWOOD FAMILY PRACTICE TYNTESFIELD MEDICAL GROUP BEECHWOOD MEDICAL PRACTICE MAYTREES MEDICAL PRACTICE STUDENT HEALTH SERVICE NEW COURT SURGERY CADBURY HEATH HEALTHCARE CLOSE FARM SURGERY FIRECLAY HEALTH FISHPONDS FAMILY PRACTICE BIRCHWOOD MEDICAL PRACTICE GRANGE ROAD SURGERY FROME VALLEY MEDICAL CENTRE HELIOS MEDICAL CENTRE BRADLEY STOKE SURGERY THE FAMILY 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? CCG 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

Services when GP practice is closed • The services when GP practice is closed

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. 50 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Use of services when GP practice is closed Q 45. Considering all of the

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? 69% 63% I contacted an NHS service by telephone 32% A healthcare professional called me back A healthcare professional visited me at home 25% 7% 5% 32% 37% I went to A&E 13% 12% I saw a pharmacist I went to another general practice service 6% 8% 17% I went to another NHS service Can't remember 5% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (1, 596) 51 © Ipsos MORI 18 -042653 -01 | Version 1 | Public CCG National

Time taken to receive care or advice when GP practice is closed Q 46.

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 31% It was about right It took too long 69% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 69 68 32 31 2018 2019 Local CCG range – % About right Lowest Performing Highest Performing 63% 74% 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 (130, 757); CCG 2019 (1, 529); CCG 2018 (1, 550); CCG bases range from 399 to 1, 529 52 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 69% 66% About right 31% 34% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47.

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 8% Yes, definitely 51% 42% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 93 % No 92 8 7 2018 2019 Comparison of results CCG National 92% 91% Yes 8% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 88% 95% 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 (134, 437); CCG 2019 (1, 562); CCG 2018 (1, 583); CCG bases range from 411 to 1, 562 53 © Ipsos MORI 18 -042653 -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

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 Very good 6% 8% 36% 14% Fairly good Neither good nor poor Fairly poor 36% Very poor 100 90 80 70 60 50 40 30 20 10 0 73 % Poor 72 14 13 2018 2019 Comparison of results CCG National 72% 69% Good 14% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 63% 79% 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 (134, 770); CCG 2019 (1, 563); CCG 2018 (1, 573); CCG bases range from 413 to 1, 563 54 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 55 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Statistical reliability 55 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Statistical reliability Participants in a survey such as GPPS represent only a sample of

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 770, 512 0. 10 0. 15 0. 16 CCG 4, 034 1. 29 1. 96 2. 14 Practice 110 6. 83 10. 06 10. 92 For example, taking a CCG where 4, 034 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. 96 percentage points from that question’s result (i. e. between 28. 04% and 31. 96%). 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. 56 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Want to know more? 57 © Ipsos MORI 18 -042653 -01 | Version 1

Want to know more? 57 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Further background information about the survey • The survey was sent to c. 2.

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. c. 2. 3 m Surveys to adults registered with an English GP practice • Past results dating back to 2007 are available for every practice in the UK. 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 33. 1%, based on 770, 512 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 2019 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/surveysandreports. 33. 1% 58 © Ipsos MORI 18 -042653 -01 | Version 1 | Public 770, 512 National response rate

Where to go to do further analysis … • For reports which show the

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/2019. • 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. 59 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

For further information about the GP Patient Survey, please get in touch with the

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. 60 © Ipsos MORI 18 -042653 -01 | Version 1 | Public