NHS BRISTOL NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG

  • Slides: 69
Download presentation
NHS BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG Latest survey results August 2018 publication

NHS BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG Latest survey results August 2018 publication Version 1| Public 1 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Contents This slide pack provides results for the following topic areas: Background, introduction and

Contents This slide pack provides results for the following topic areas: Background, introduction and guidance ……………………. . Slide 3 Overall experience of GP practice ………………………………. . Slide 8 Local GP services ………………………………………………. . . Slide 15 Access to online services ……………………………………………. Slide 24 Making an appointment ……………………………………………. Slide 31 Perceptions of care at patients’ last appointment ………………………. Slide 45 Managing health conditions ………………………………………. . . Slide 49 Satisfaction with general practice appointment times …………………………. . Slide 54 Services when GP practice is closed ………………………………… Slide 59 Statistical reliability ………………………………………………. Slide 64 Want to know more? ……………………………………………. . . . Slide 66 2 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 17 -043177 -06 Version 1 |

Background, introduction and guidance 3 © Ipsos MORI 17 -043177 -06 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 August 2018 GPPS publication. • In NHS BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE CCG, 25, 593 questionnaires were sent out, and 9, 460 were returned completed. This represents a response rate of 37%. • 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 has been redeveloped for 2018 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 17 -043177 -06 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: - Making appointments - Perceptions of care at appointments • However, 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. - Managing health conditions - Practice opening hours - Services when GP practices are closed • 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. The following slide suggests ideas for how the data can be used to improve services. • - The data is provided once a year rather than in real time. Given the extensive changes to the questionnaire in 2018, this pack does not include trends over time. 5 © Ipsos MORI 17 -043177 -06 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. 6 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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

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. • All data is taken from the latest / 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 17 -043177 -06 Version 1 | Public * More than 0% but less than 0. 5% When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. 100% 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 17 -043177 -06 Version 1

Overall experience of GP practice 8 © Ipsos MORI 17 -043177 -06 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 10% Comparison of results Very good 4% Fairly good Neither good nor poor 45% Fairly poor 40% Very poor National 85% 84% Good 6% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 53% 96% 81% 91% %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor Base: All those completing a questionnaire: National (746, 847); CCG (9, 303); Practice bases range from 32 to 138; CCG bases range from 2, 725 to 9, 303 9 © Ipsos MORI CCG 17 -043177 -06 Version 1 | Public

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 81% to 91% 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, 725 to 9, 303 %Good = %Very good + %Fairly good 10 © Ipsos MORI 17 -043177 -06 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 96% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 32 to 138 %Good = %Very good + %Fairly good 11 © Ipsos MORI 17 -043177 -06 Version 1 | Public

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire: National (746, 847); CCG (9, 303); Practice bases range from 32 to 138 12 THE CEDARS SURGERY ST GEORGE HEALTH CENTRE KENNEDY WAY SURGERY CCG CLEVEDON MEDICAL CENTRE CCG PILNING SURGERY STREAMSIDE SURGERY MENDIP VALE MEDICAL PRACTICE Practices THE MILTON SURGERY GRANGE ROAD SURGERY THE WILLOW SURGERY HARBOURSIDE FAMILY PRACTICE RIVERBANK MEDICAL CENTRE Percentage of patients saying ‘good’ BISHOPSTON MEDICAL PRACTICE THE CREST FAMILY PRACTICE HARTWOOD HEALTHCARE GAYWOOD HOUSE SURGERY LOCALITY HEALTH CENTRE BEDMINSTER FAMILY PRACTICE NORTHVILLE FAMILY PRACTICE CHRISTCHURCH FAMILY MEDICAL CENTRE CONCORD MEDICAL CENTRE THE MALAGO SURGERY CLARENCE PARK SURGERY THE SOUTHVILLE SURGERY BROADMEAD MEDICAL CENTRE BRADLEY STOKE SURGERY THE WELLSPRING SURGERY LAWRENCE HILL HEALTH CENTRE AIR BALLOON SURGERY THORNBURY HEALTH CENTRE - BURNEY SHIREHAMPTON GROUP PRACTICE LEAP VALLEY MEDICAL CENTRE GRAHAM ROAD SURGERY STOKE GIFFORD MEDICAL CENTRE TUDOR LODGE SURGERY HILLVIEW FAMILY PRACTICE CHARLOTTE KEEL MEDICAL PRACTICE THE ARMADA FAMILY PRACTICE EMERSONS GREEN MEDICAL CENTRE THE WEDMORE PRACTICE ORCHARD MEDICAL CENTRE CONISTON MEDICAL PRACTICE STAFFORD MEDICAL GROUP Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? 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

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire: National (746, 847); CCG (9, 303); Practice bases range from 32 to 138 13 PRIORY SURGERY STOCKWOOD MEDICAL CENTRE FALLODON WAY MEDICAL CENTRE CCG ST MARY STREET SURGERY SEA MILLS SURGERY SUNNYSIDE SURGERY GREENWAY COMMUNITY PRACTICE THE MERRYWOOD PRACTICE Practices TYNTESFIELD MEDICAL GROUP FISHPONDS FAMILY PRACTICE WELLINGTON ROAD SURGERY HELIOS MEDICAL CENTRE STUDENT HEALTH SERVICE Percentage of patients saying ‘good’ THREE SHIRES MEDICAL PRACTICE WESTBURY ON TRYM PRIMARY CARE CENTRE ALMONDSBURY SURGERY BIRCHWOOD MEDICAL PRACTICE FROME VALLEY MEDICAL CENTRE PIONEER MEDICAL GROUP HORFIELD HC MONKS PARK SURGERY WELLS ROAD SURGERY THE FAMILY PRACTICE HEYWOOD FAMILY PRACTICE PEMBROKE ROAD SURGERY GLOUCESTER ROAD MEDICAL CENTRE COURTSIDE SURGERY WINSCOMBE SURGERY MONTPELIER HEALTH CENTRE HANHAM HEALTH WEST WALK SURGERY EASTVILLE MEDICAL PRACTICE NIGHTINGALE VALLEY PRACTICE WHITELADIES MEDICAL GROUP THE OLD SCHOOL SURGERY SOUTHMEAD & HENBURY FAMILY PRACTICE KINGSWOOD HEALTH CENTRE NEW COURT SURGERY CLOSE FARM SURGERY LONGTON GROVE SURGERY MAYTREES MEDICAL PRACTICE LODGESIDE SURGERY THE LENNARD SURGERY PORTISHEAD MEDICAL GROUP Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? 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 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’ Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% CADBURY HEATH HEALTHCARE 0% BEECHWOOD MEDICAL PRACTICE 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 Base: All those completing a questionnaire: National (746, 847); CCG (9, 303); Practice bases range from 32 to 138 14 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Local GP services 15 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Local GP services 15 © Ipsos MORI 17 -043177 -06 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 11% Comparison of results Very easy 18% Fairly easy 21% CCG National 69% 70% Easy 31% 30% Not easy Not very easy Not at all easy 51% Practice range in CCG - % Easy Local CCG range - % Easy Lowest Performing Highest Performing 21% 100% 69% 89% *Those who say ‘Haven't tried’ have been excluded from these results. %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (729, 884); CCG (9, 021); Practice bases range from 28 to 135; CCG bases range from 2, 636 to 9, 021 16 © Ipsos MORI 17 -043177 -06 Version 1 | Public

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (729, 884); CCG (9, 021); Practice bases range from 28 to 135 17 LEAP VALLEY MEDICAL CENTRE CCG PORTISHEAD MEDICAL GROUP CCG BRADLEY STOKE SURGERY THE CREST FAMILY PRACTICE MONTPELIER HEALTH CENTRE MAYTREES MEDICAL PRACTICE BEECHWOOD MEDICAL PRACTICE Practices BEDMINSTER FAMILY PRACTICE THE WILLOW SURGERY WHITELADIES MEDICAL GROUP ST GEORGE HEALTH CENTRE GAYWOOD HOUSE SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone EASTVILLE MEDICAL PRACTICE CHARLOTTE KEEL MEDICAL PRACTICE HARTWOOD HEALTHCARE SOUTHMEAD & HENBURY FAMILY PRACTICE LOCALITY HEALTH CENTRE THE MILTON SURGERY GRANGE ROAD SURGERY THE CEDARS SURGERY LAWRENCE HILL HEALTH CENTRE THE MALAGO SURGERY HORFIELD HC THE LENNARD SURGERY CHRISTCHURCH FAMILY MEDICAL CENTRE STOKE GIFFORD MEDICAL CENTRE THE FAMILY PRACTICE NIGHTINGALE VALLEY PRACTICE EMERSONS GREEN MEDICAL CENTRE CLARENCE PARK SURGERY NEW COURT SURGERY AIR BALLOON SURGERY HARBOURSIDE FAMILY PRACTICE THE ARMADA FAMILY PRACTICE RIVERBANK MEDICAL CENTRE STAFFORD MEDICAL GROUP THORNBURY HEALTH CENTRE - BURNEY CONCORD MEDICAL CENTRE GRAHAM ROAD SURGERY CONISTON MEDICAL PRACTICE THE WEDMORE PRACTICE TUDOR LODGE SURGERY ORCHARD 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? 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 lower numbers of responses %Easy = %Very easy + %Fairly easy

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (729, 884); CCG (9, 021); Practice bases range from 28 to 135 18 THE MERRYWOOD PRACTICE HEYWOOD FAMILY PRACTICE THREE SHIRES MEDICAL PRACTICE CCG STOCKWOOD MEDICAL CENTRE FALLODON WAY MEDICAL CENTRE PILNING SURGERY PEMBROKE ROAD SURGERY TYNTESFIELD MEDICAL GROUP Practices FROME VALLEY MEDICAL CENTRE HELIOS MEDICAL CENTRE WELLS ROAD SURGERY GREENWAY COMMUNITY PRACTICE LONGTON GROVE SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone STREAMSIDE SURGERY SEA MILLS SURGERY GLOUCESTER ROAD MEDICAL CENTRE ST MARY STREET SURGERY KENNEDY WAY SURGERY THE SOUTHVILLE SURGERY HILLVIEW FAMILY PRACTICE MONKS PARK SURGERY STUDENT HEALTH SERVICE PRIORY SURGERY PIONEER MEDICAL GROUP SUNNYSIDE SURGERY BIRCHWOOD MEDICAL PRACTICE BROADMEAD MEDICAL CENTRE WEST WALK SURGERY COURTSIDE SURGERY WINSCOMBE SURGERY KINGSWOOD HEALTH CENTRE CLOSE FARM SURGERY FISHPONDS FAMILY PRACTICE LODGESIDE SURGERY THE OLD SCHOOL SURGERY CLEVEDON MEDICAL CENTRE BISHOPSTON MEDICAL PRACTICE WESTBURY ON TRYM PRIMARY CARE CENTRE MENDIP VALE MEDICAL PRACTICE CADBURY HEATH HEALTHCARE THE WELLSPRING SURGERY NORTHVILLE FAMILY PRACTICE HANHAM HEALTH SHIREHAMPTON GROUP PRACTICE 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 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 lower numbers of responses %Easy = %Very easy + %Fairly easy

Ease of getting through to GP practice on the phone: how the CCG’s practices

Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? Percentage of patients saying it is ‘easy’ to get through to someone on the phone Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% WELLINGTON ROAD SURGERY 0% ALMONDSBURY SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to lower numbers of responses Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (729, 884); CCG (9, 021); Practice bases range from 28 to 135 %Easy = %Very easy + %Fairly easy 19 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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 Comparison of results CCG Very helpful 7% Fairly helpful 42% Not very helpful 49% Not at all helpful National 91% 90% Helpful 9% 10% Not helpful Local CCG range - % Helpful Practice range in CCG - % Helpful Lowest Performing Highest Performing 65% 100% 89% 96% *Those who say ‘Don't know’ have been excluded from these results. Base: All those completing a questionnaire excluding ‘Don’t know’: National (738, 543); CCG (9, 200); Practice bases range from 32 to 137; CCG bases range from 2, 672 to 9, 200 %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful 20 © Ipsos MORI 17 -043177 -06 Version 1 | Public

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Don’t know’: National (738, 543); CCG (9, 200); Practice bases range from 32 to 137 21 PORTISHEAD MEDICAL GROUP FALLODON WAY MEDICAL CENTRE MENDIP VALE MEDICAL PRACTICE CCG THE OLD SCHOOL SURGERY SOUTHMEAD & HENBURY FAMILY PRACTICE CCG THE CEDARS SURGERY ST MARY STREET SURGERY Practices LODGESIDE SURGERY BEDMINSTER FAMILY PRACTICE GAYWOOD HOUSE SURGERY NIGHTINGALE VALLEY PRACTICE FISHPONDS FAMILY PRACTICE Percentage of patients saying receptionists at the GP practice are ‘helpful’ BISHOPSTON MEDICAL PRACTICE THE CREST FAMILY PRACTICE GRAHAM ROAD SURGERY LOCALITY HEALTH CENTRE NEW COURT SURGERY KENNEDY WAY SURGERY COURTSIDE SURGERY RIVERBANK MEDICAL CENTRE THE WELLSPRING SURGERY THE WEDMORE PRACTICE MONTPELIER HEALTH CENTRE STOKE GIFFORD MEDICAL CENTRE CLOSE FARM SURGERY TUDOR LODGE SURGERY NORTHVILLE FAMILY PRACTICE BRADLEY STOKE SURGERY LEAP VALLEY MEDICAL CENTRE SHIREHAMPTON GROUP PRACTICE CONCORD MEDICAL CENTRE EMERSONS GREEN MEDICAL CENTRE CLARENCE PARK SURGERY LAWRENCE HILL HEALTH CENTRE STAFFORD MEDICAL GROUP THE MILTON SURGERY GRANGE ROAD SURGERY THE ARMADA FAMILY PRACTICE BROADMEAD MEDICAL CENTRE THE MALAGO SURGERY ORCHARD MEDICAL CENTRE THORNBURY HEALTH CENTRE - BURNEY CONISTON MEDICAL PRACTICE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 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 %Helpful = %Very helpful + %Fairly helpful

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Don’t know’: National (738, 543); CCG (9, 200); Practice bases range from 32 to 137 22 PEMBROKE ROAD SURGERY WELLINGTON ROAD SURGERY BIRCHWOOD MEDICAL PRACTICE CCG WINSCOMBE SURGERY MONKS PARK SURGERY HELIOS MEDICAL CENTRE WELLS ROAD SURGERY SUNNYSIDE SURGERY Practices GREENWAY COMMUNITY PRACTICE PRIORY SURGERY CHRISTCHURCH FAMILY MEDICAL CENTRE CADBURY HEATH HEALTHCARE WESTBURY ON TRYM PRIMARY CARE CENTRE Percentage of patients saying receptionists at the GP practice are ‘helpful’ CHARLOTTE KEEL MEDICAL PRACTICE STOCKWOOD MEDICAL CENTRE HARBOURSIDE FAMILY PRACTICE STREAMSIDE SURGERY THE MERRYWOOD PRACTICE WHITELADIES MEDICAL GROUP BEECHWOOD MEDICAL PRACTICE HEYWOOD FAMILY PRACTICE HANHAM HEALTH SEA MILLS SURGERY PIONEER MEDICAL GROUP TYNTESFIELD MEDICAL GROUP EASTVILLE MEDICAL PRACTICE THE SOUTHVILLE SURGERY MAYTREES MEDICAL PRACTICE GLOUCESTER ROAD MEDICAL CENTRE HILLVIEW FAMILY PRACTICE AIR BALLOON SURGERY THREE SHIRES MEDICAL PRACTICE PILNING SURGERY KINGSWOOD HEALTH CENTRE THE WILLOW SURGERY WEST WALK SURGERY FROME VALLEY MEDICAL CENTRE STUDENT HEALTH SERVICE THE FAMILY PRACTICE HARTWOOD HEALTHCARE ST GEORGE HEALTH CENTRE THE LENNARD SURGERY LONGTON GROVE SURGERY CLEVEDON MEDICAL CENTRE 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 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 %Helpful = %Very helpful + %Fairly helpful

Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How

Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? Percentage of patients saying receptionists at the GP practice are ‘helpful’ Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% HORFIELD HC 0% ALMONDSBURY 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 excluding ‘Don’t know’: National (738, 543); CCG (9, 200); Practice bases range from 32 to 137 %Helpful = %Very helpful + %Fairly helpful 23 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Access to online services 24 © Ipsos MORI 17 -043177 -06 Version 1 |

Access to online services 24 © Ipsos MORI 17 -043177 -06 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 *% *% National 30 20 *% *% *% 10 0 CCG 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 (735, 717); CCG (9, 190); Practice bases range from 30 to 133 25 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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 *% 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 (742, 492); CCG (9, 269); Practice bases range from 31 to 139 26 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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 Comparison of results 7% Very easy 24% 15% Fairly easy Not very easy Not at all easy 54% CCG National 79% 78% Easy 21% 22% Not easy Local CCG range - % Easy Practice range in CCG - % Easy Lowest Performing Highest Performing 31% 97% 77% 85% *Those who say ‘Haven’t tried’ have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (234, 144); CCG (3, 397); Practice bases range from 13 to 73; CCG bases range from 871 to 3, 397 %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy 27 © Ipsos MORI 17 -043177 -06 Version 1 | Public

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding 'Haven't tried': National (234, 144); CCG (3, 397); Practice bases range from 13 to 73 28 CLOSE FARM SURGERY ST GEORGE HEALTH CENTRE AIR BALLOON SURGERY CCG CHRISTCHURCH FAMILY MEDICAL CENTRE CCG THE FAMILY PRACTICE LONGTON GROVE SURGERY NORTHVILLE FAMILY PRACTICE Practices BRADLEY STOKE SURGERY ST MARY STREET SURGERY GLOUCESTER ROAD MEDICAL CENTRE WEST WALK SURGERY FALLODON WAY MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website HARBOURSIDE FAMILY PRACTICE CHARLOTTE KEEL MEDICAL PRACTICE BISHOPSTON MEDICAL PRACTICE SOUTHMEAD & HENBURY FAMILY PRACTICE WINSCOMBE SURGERY THE SOUTHVILLE SURGERY BIRCHWOOD MEDICAL PRACTICE EASTVILLE MEDICAL PRACTICE CONCORD MEDICAL CENTRE THE MALAGO SURGERY NIGHTINGALE VALLEY PRACTICE THE CEDARS SURGERY NEW COURT SURGERY HILLVIEW FAMILY PRACTICE PRIORY SURGERY TUDOR LODGE SURGERY LAWRENCE HILL HEALTH CENTRE THE WELLSPRING SURGERY MONTPELIER HEALTH CENTRE SHIREHAMPTON GROUP PRACTICE CLEVEDON MEDICAL CENTRE LEAP VALLEY MEDICAL CENTRE THORNBURY HEALTH CENTRE - BURNEY THE OLD SCHOOL SURGERY GRAHAM ROAD SURGERY HARTWOOD HEALTHCARE STAFFORD MEDICAL GROUP ORCHARD MEDICAL CENTRE THE WEDMORE PRACTICE STOKE GIFFORD MEDICAL CENTRE LOCALITY HEALTH CENTRE 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? 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 %Easy = %Very easy + %Fairly easy

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding 'Haven't tried': National (234, 144); CCG (3, 397); Practice bases range from 13 to 73 29 FROME VALLEY MEDICAL CENTRE SEA MILLS SURGERY WESTBURY ON TRYM PRIMARY CARE CENTRE CCG PORTISHEAD MEDICAL GROUP GREENWAY COMMUNITY PRACTICE HEYWOOD FAMILY PRACTICE KINGSWOOD HEALTH CENTRE GRANGE ROAD SURGERY Practices HORFIELD HC MONKS PARK SURGERY PILNING SURGERY THE WILLOW SURGERY SUNNYSIDE SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website THE MERRYWOOD PRACTICE TYNTESFIELD MEDICAL GROUP THE MILTON SURGERY ALMONDSBURY SURGERY THE LENNARD SURGERY STOCKWOOD MEDICAL CENTRE STUDENT HEALTH SERVICE RIVERBANK MEDICAL CENTRE BEECHWOOD MEDICAL PRACTICE PEMBROKE ROAD SURGERY KENNEDY WAY SURGERY THE ARMADA FAMILY PRACTICE HELIOS MEDICAL CENTRE CADBURY HEATH HEALTHCARE WELLS ROAD SURGERY STREAMSIDE SURGERY LODGESIDE SURGERY BEDMINSTER FAMILY PRACTICE THREE SHIRES MEDICAL PRACTICE MAYTREES MEDICAL PRACTICE CLARENCE PARK SURGERY THE CREST FAMILY PRACTICE BROADMEAD MEDICAL CENTRE MENDIP VALE MEDICAL PRACTICE CONISTON MEDICAL PRACTICE COURTSIDE SURGERY WHITELADIES MEDICAL GROUP HANHAM HEALTH FISHPONDS FAMILY PRACTICE EMERSONS GREEN MEDICAL CENTRE GAYWOOD HOUSE SURGERY 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? 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 %Easy = %Very easy + %Fairly easy

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? Percentage of patients saying it is ‘easy’ to use their GP practice’s website Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% PIONEER MEDICAL GROUP 0% WELLINGTON 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 excluding 'Haven't tried': National (234, 144); CCG (3, 397); Practice bases range from 13 to 73 %Easy = %Very easy + %Fairly easy 30 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Making an appointment 31 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Making an appointment 31 © Ipsos MORI 17 -043177 -06 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 Yes, a choice of place 11% Yes, a choice of time or day Yes, a choice of healthcare professional Comparison of results CCG National 63% 62% Yes 37% 38% No No 56% 11% No, I was not offered a choice of appointment 37% Local CCG range - % Yes Practice range in CCG - % Yes Lowest Performing Highest Performing 31% 88% 59% 76% *Those who say ‘Doesn’t apply’ or ‘Can’t remember’ have been excluded from these results. The ‘Yes’ options are multi-code and so the summation of the three ‘Yes’ options does not equal the combined ‘Yes’ offered a choice statistic. Base: All tried to make an appointment since being registered excluding ‘Doesn’t apply’ and ‘Can’t remember’: National (586, 602); CCG (7, 320); Practice bases range from 29 to 111; CCG bases range from 2, 178 to 7, 320 32 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = either offered a ‘Choice of place’, a ‘Choice of time or day’ or a ‘Choice of healthcare professional’

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 33 Base: All

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 33 Base: All tried to make an appointment since being registered excluding ‘Doesn’t apply’ and ‘Can’t remember’: National (586, 602); CCG (7, 320); Practice bases range from 29 to 111 CCG MAYTREES MEDICAL PRACTICE LODGESIDE SURGERY CCG NEW COURT SURGERY AIR BALLOON SURGERY CADBURY HEATH HEALTHCARE THE CREST FAMILY PRACTICE THE OLD SCHOOL SURGERY Practices THE MALAGO SURGERY NORTHVILLE FAMILY PRACTICE LAWRENCE HILL HEALTH CENTRE EASTVILLE MEDICAL PRACTICE GAYWOOD HOUSE SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment CLOSE FARM SURGERY HILLVIEW FAMILY PRACTICE GRANGE ROAD SURGERY HARBOURSIDE FAMILY PRACTICE BISHOPSTON MEDICAL PRACTICE HARTWOOD HEALTHCARE WEST WALK SURGERY THE CEDARS SURGERY THE FAMILY PRACTICE CLEVEDON MEDICAL CENTRE NIGHTINGALE VALLEY PRACTICE THE WELLSPRING SURGERY THE MILTON SURGERY THE LENNARD SURGERY GRAHAM ROAD SURGERY SHIREHAMPTON GROUP PRACTICE THE WILLOW SURGERY CONCORD MEDICAL CENTRE RIVERBANK MEDICAL CENTRE LOCALITY HEALTH CENTRE CLARENCE PARK SURGERY STOKE GIFFORD MEDICAL CENTRE LEAP VALLEY MEDICAL CENTRE CONISTON MEDICAL PRACTICE THE WEDMORE PRACTICE EMERSONS GREEN MEDICAL CENTRE STAFFORD MEDICAL GROUP THE ARMADA FAMILY PRACTICE ORCHARD MEDICAL CENTRE TUDOR LODGE SURGERY THORNBURY HEALTH CENTRE - BURNEY 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? 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 = %Choice of place + %Choice of time or day + %Choice of healthcare professional

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 34 Base: All

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 34 Base: All tried to make an appointment since being registered excluding ‘Doesn’t apply’ and ‘Can’t remember’: National (586, 602); CCG (7, 320); Practice bases range from 29 to 111 PIONEER MEDICAL GROUP STOCKWOOD MEDICAL CENTRE BIRCHWOOD MEDICAL PRACTICE CCG STREAMSIDE SURGERY WHITELADIES MEDICAL GROUP MONKS PARK SURGERY WELLINGTON ROAD SURGERY STUDENT HEALTH SERVICE Practices THE MERRYWOOD PRACTICE THREE SHIRES MEDICAL PRACTICE ST MARY STREET SURGERY COURTSIDE SURGERY BROADMEAD MEDICAL CENTRE Percentage of patients saying ‘yes’ they were offered a choice of appointment BRADLEY STOKE SURGERY HELIOS MEDICAL CENTRE FALLODON WAY MEDICAL CENTRE SEA MILLS SURGERY LONGTON GROVE SURGERY MONTPELIER HEALTH CENTRE HEYWOOD FAMILY PRACTICE TYNTESFIELD MEDICAL GROUP WELLS ROAD SURGERY SOUTHMEAD & HENBURY FAMILY PRACTICE WINSCOMBE SURGERY PORTISHEAD MEDICAL GROUP BEECHWOOD MEDICAL PRACTICE PEMBROKE ROAD SURGERY HANHAM HEALTH FISHPONDS FAMILY PRACTICE CHRISTCHURCH FAMILY MEDICAL CENTRE HORFIELD HC SUNNYSIDE SURGERY KINGSWOOD HEALTH CENTRE WESTBURY ON TRYM PRIMARY CARE CENTRE GLOUCESTER ROAD MEDICAL CENTRE FROME VALLEY MEDICAL CENTRE ST GEORGE HEALTH CENTRE THE SOUTHVILLE SURGERY PILNING SURGERY KENNEDY WAY SURGERY CHARLOTTE KEEL MEDICAL PRACTICE MENDIP VALE MEDICAL PRACTICE PRIORY SURGERY BEDMINSTER FAMILY PRACTICE 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? 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 = %Choice of place + %Choice of time or day + %Choice of healthcare professional

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? Percentage of patients saying ‘yes’ they were offered a choice of appointment Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% GREENWAY COMMUNITY PRACTICE 0% ALMONDSBURY SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All tried to make an appointment since being registered excluding ‘Doesn’t apply’ and ‘Can’t remember’: National (586, 602); CCG (7, 320); Practice bases range from 29 to 111 35 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = %Choice of place + %Choice of time or day + %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 5% Comparison of results Yes, and I accepted an appointment 19% No, but I still took an appointment 75% No, and I did not take an appointment National 75% 74% Yes, took appt 19% 20% No, took appt 5% 6% No, didn’t take appt Local CCG range - % Yes Practice range in CCG - % Yes Lowest Performing Highest Performing 49% 94% 71% 84% Base: All tried to make an appointment since being registered: National (701, 961); CCG (8, 825); Practice bases range from 31 to 132; CCG bases range from 2, 582 to 8, 825 36 © Ipsos MORI CCG 17 -043177 -06 Version 1 | Public

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (701, 961); CCG (8, 825); Practice bases range from 31 to 132 37 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses FROME VALLEY MEDICAL CENTRE HARBOURSIDE FAMILY PRACTICE LAWRENCE HILL HEALTH CENTRE CCG HANHAM HEALTH ST GEORGE HEALTH CENTRE HILLVIEW FAMILY PRACTICE PIONEER MEDICAL GROUP CCG Practices THE MERRYWOOD PRACTICE CONCORD MEDICAL CENTRE THE MILTON SURGERY GRANGE ROAD SURGERY NEW COURT SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered HORFIELD HC SHIREHAMPTON GROUP PRACTICE GLOUCESTER ROAD MEDICAL CENTRE BROADMEAD MEDICAL CENTRE MENDIP VALE MEDICAL PRACTICE GAYWOOD HOUSE SURGERY THE MALAGO SURGERY THE CEDARS SURGERY BISHOPSTON MEDICAL PRACTICE THE LENNARD SURGERY WEST WALK SURGERY LOCALITY HEALTH CENTRE CLARENCE PARK SURGERY AIR BALLOON SURGERY BEDMINSTER FAMILY PRACTICE THE SOUTHVILLE SURGERY CONISTON MEDICAL PRACTICE THORNBURY HEALTH CENTRE - BURNEY THE WELLSPRING SURGERY THE WILLOW SURGERY TUDOR LODGE SURGERY NORTHVILLE FAMILY PRACTICE STOKE GIFFORD MEDICAL CENTRE THE ARMADA FAMILY PRACTICE THE WEDMORE PRACTICE CHARLOTTE KEEL MEDICAL PRACTICE LEAP VALLEY MEDICAL CENTRE ORCHARD MEDICAL CENTRE NIGHTINGALE VALLEY PRACTICE EMERSONS GREEN MEDICAL CENTRE STAFFORD MEDICAL GROUP Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (701, 961); CCG (8, 825); Practice bases range from 31 to 132 38 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses MONKS PARK SURGERY ALMONDSBURY SURGERY BIRCHWOOD MEDICAL PRACTICE CCG THREE SHIRES MEDICAL PRACTICE SEA MILLS SURGERY FISHPONDS FAMILY PRACTICE STUDENT HEALTH SERVICE STREAMSIDE SURGERY Practices PRIORY SURGERY SUNNYSIDE SURGERY KENNEDY WAY SURGERY LONGTON GROVE SURGERY WESTBURY ON TRYM PRIMARY CARE CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered FALLODON WAY MEDICAL CENTRE ST MARY STREET SURGERY TYNTESFIELD MEDICAL GROUP STOCKWOOD MEDICAL CENTRE EASTVILLE MEDICAL PRACTICE WINSCOMBE SURGERY PORTISHEAD MEDICAL GROUP MAYTREES MEDICAL PRACTICE CADBURY HEATH HEALTHCARE HEYWOOD FAMILY PRACTICE MONTPELIER HEALTH CENTRE GRAHAM ROAD SURGERY HELIOS MEDICAL CENTRE WHITELADIES MEDICAL GROUP LODGESIDE SURGERY COURTSIDE SURGERY BRADLEY STOKE SURGERY BEECHWOOD MEDICAL PRACTICE PEMBROKE ROAD SURGERY CLOSE FARM SURGERY THE CREST FAMILY PRACTICE THE FAMILY PRACTICE SOUTHMEAD & HENBURY FAMILY PRACTICE KINGSWOOD HEALTH CENTRE CHRISTCHURCH FAMILY MEDICAL CENTRE WELLS ROAD SURGERY RIVERBANK MEDICAL CENTRE PILNING SURGERY CLEVEDON MEDICAL CENTRE HARTWOOD HEALTHCARE THE OLD SCHOOL SURGERY Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

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? Percentage of patients saying ‘yes’ they were satisfied with the appointment offered Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% GREENWAY COMMUNITY PRACTICE 0% WELLINGTON 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 tried to make an appointment since being registered: National (701, 961); CCG (8, 825); Practice bases range from 31 to 132 39 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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 Percentage who went on to do something else when did not take the appointment offered Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% 60% CCG 50% National *% 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 *% *% Looked for information online *% *% Spoke to a Didn’t see or friend or family speak to anyone member 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 (32, 326); CCG (398) 40 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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 5% Comparison of results Very good 11% 28% Fairly good Neither good nor poor 16% Fairly poor Very poor 40% Practice range in CCG - % Good National 68% 69% Good 16% 15% Poor Local CCG range - % Good Lowest Performing Highest Performing 38% 91% 65% 83% %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor Base: All tried to make an appointment since being registered: National (693, 912); CCG (8, 726); Practice bases range from 30 to 130; CCG bases range from 2, 558 to 8, 726 41 © Ipsos MORI CCG 17 -043177 -06 Version 1 | Public

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (693, 912); CCG (8, 726); Practice bases range from 30 to 130 42 NEW COURT SURGERY CCG RIVERBANK MEDICAL CENTRE CCG WHITELADIES MEDICAL GROUP LOCALITY HEALTH CENTRE PILNING SURGERY ST GEORGE HEALTH CENTRE WEST WALK SURGERY Practices MONTPELIER HEALTH CENTRE THE SOUTHVILLE SURGERY MENDIP VALE MEDICAL PRACTICE HARTWOOD HEALTHCARE THE CEDARS SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment THE FAMILY PRACTICE LAWRENCE HILL HEALTH CENTRE THE WELLSPRING SURGERY GAYWOOD HOUSE SURGERY SHIREHAMPTON GROUP PRACTICE BISHOPSTON MEDICAL PRACTICE THE MILTON SURGERY GRANGE ROAD SURGERY NORTHVILLE FAMILY PRACTICE GRAHAM ROAD SURGERY HARBOURSIDE FAMILY PRACTICE THE LENNARD SURGERY NIGHTINGALE VALLEY PRACTICE AIR BALLOON SURGERY THE MALAGO SURGERY BROADMEAD MEDICAL CENTRE CONCORD MEDICAL CENTRE BEDMINSTER FAMILY PRACTICE THE WILLOW SURGERY CLARENCE PARK SURGERY STOKE GIFFORD MEDICAL CENTRE LEAP VALLEY MEDICAL CENTRE CHARLOTTE KEEL MEDICAL PRACTICE THORNBURY HEALTH CENTRE - BURNEY THE WEDMORE PRACTICE THE ARMADA FAMILY PRACTICE TUDOR LODGE SURGERY EMERSONS GREEN MEDICAL CENTRE STAFFORD MEDICAL GROUP ORCHARD MEDICAL CENTRE CONISTON 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? 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

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (693, 912); CCG (8, 726); Practice bases range from 30 to 130 43 LONGTON GROVE SURGERY TYNTESFIELD MEDICAL GROUP MONKS PARK SURGERY CCG SEA MILLS SURGERY GREENWAY COMMUNITY PRACTICE THREE SHIRES MEDICAL PRACTICE MAYTREES MEDICAL PRACTICE STUDENT HEALTH SERVICE Practices ST MARY STREET SURGERY SUNNYSIDE SURGERY STOCKWOOD MEDICAL CENTRE BIRCHWOOD MEDICAL PRACTICE HEYWOOD FAMILY PRACTICE Percentage of patients saying they had a ‘good’ experience of making an appointment PEMBROKE ROAD SURGERY WESTBURY ON TRYM PRIMARY CARE CENTRE FISHPONDS FAMILY PRACTICE FALLODON WAY MEDICAL CENTRE PRIORY SURGERY THE MERRYWOOD PRACTICE KENNEDY WAY SURGERY HILLVIEW FAMILY PRACTICE PIONEER MEDICAL GROUP WINSCOMBE SURGERY CADBURY HEATH HEALTHCARE STREAMSIDE SURGERY KINGSWOOD HEALTH CENTRE EASTVILLE MEDICAL PRACTICE BEECHWOOD MEDICAL PRACTICE HORFIELD HC WELLS ROAD SURGERY CHRISTCHURCH FAMILY MEDICAL CENTRE HELIOS MEDICAL CENTRE COURTSIDE SURGERY FROME VALLEY MEDICAL CENTRE LODGESIDE SURGERY GLOUCESTER ROAD MEDICAL CENTRE CLOSE FARM SURGERY PORTISHEAD MEDICAL GROUP THE CREST FAMILY PRACTICE SOUTHMEAD & HENBURY FAMILY PRACTICE BRADLEY STOKE SURGERY HANHAM HEALTH THE OLD SCHOOL SURGERY CLEVEDON 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 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 of making an appointment: how the CCG’s practices compare Q 22. Overall,

Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? Percentage of patients saying they had a ‘good’ experience of making an appointment Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% WELLINGTON ROAD SURGERY 0% ALMONDSBURY SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All tried to make an appointment since being registered: National (693, 912); CCG (8, 726); Practice bases range from 30 to 130 %Good = %Very good + %Fairly good 44 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Perceptions of care at patients’ last appointment 45 © Ipsos MORI 17 -043177 -06

Perceptions of care at patients’ last appointment 45 © Ipsos MORI 17 -043177 -06 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 % ‘Poor’ (total) 4% 3% 4% CCG results % ‘Poor’ Poor (total) 3% 3% 3% Listening to you Treating you with care and concern 1% 9% 1% 7% 1% 8% 40% 37% 36% 48% 53% Giving you enough time Very poor Very good Giving you enough time Very good Listening to you Good Neither good nor poor Treating you with care and concern Poor Very poor *Those who say ‘Doesn’t apply’ have been excluded from these results. Base: All had an appointment since being registered with current GP practice excluding 'Doesn't apply’: National (706, 895; 705, 167; 706, 882); CCG (8, 845; 8, 819; 8, 856) %Poor (total) = %Very poor + %Poor 46 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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% 4% 5% CCG results % ‘No, Poornot (total) at all’ 6% 4% 5% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 6% 4% 5% 27% 32% 70% 62% No, not at all 63% Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent *Those who say ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’ have been excluded from these results. Base: All had an appointment since being registered with current GP practice excluding 'Doesn't apply’: National (628, 938; 695, 421; 696, 267); CCG (7, 888; 8, 772; 8, 765) 47 © Ipsos MORI 17 -043177 -06 Version 1 | Public Felt their needs were met No, not at all

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 11% Comparison of results Yes, definitely CCG National 89% 87% Yes 11% 13% No No Yes, to some extent 54% 35% No, not at all Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 61% 100% 85% 92% *Those who say ‘I did not have any mental health needs’ or ‘Did not apply to my last appointment’ have been excluded from these results. Base: All had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ or ‘Did not apply to my last appointment’: National (277, 497); CCG (3, 316); Practice bases range from 14 to 59; CCG bases range from 954 to 3, 316 48 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 49 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Managing health conditions 49 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Support with managing long-term health conditions Q 38. In the last 12 months, have

Support with managing long-term 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 Comparison of results Yes, definitely 19% 44% National 81% 79% Yes 19% 21% No No Yes, to some extent No 37% CCG Local CCG range - % Yes Practice range in CCG - % Yes Lowest Performing Highest Performing 58% 97% 77% 87% *Those who say ‘I haven’t needed support’ and ‘Don’t know / can’t say’ have been excluded from these results. Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (284, 887); CCG (3, 634); Practice bases range from 12 to 63; CCG bases range from 987 to 3, 634 50 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 51 Base: All

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 51 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (284, 887); CCG (3, 634); Practice bases range from 12 to 63 CCG CLARENCE PARK SURGERY PILNING SURGERY CCG GAYWOOD HOUSE SURGERY GRANGE ROAD SURGERY ST MARY STREET SURGERY THE MERRYWOOD PRACTICE GRAHAM ROAD SURGERY Practices GREENWAY COMMUNITY PRACTICE HARTWOOD HEALTHCARE ST GEORGE HEALTH CENTRE THE LENNARD SURGERY CONCORD MEDICAL CENTRE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) CHRISTCHURCH FAMILY MEDICAL CENTRE FROME VALLEY MEDICAL CENTRE SHIREHAMPTON GROUP PRACTICE PORTISHEAD MEDICAL GROUP THE CEDARS SURGERY RIVERBANK MEDICAL CENTRE SUNNYSIDE SURGERY WELLINGTON ROAD SURGERY STUDENT HEALTH SERVICE ORCHARD MEDICAL CENTRE LONGTON GROVE SURGERY STOKE GIFFORD MEDICAL CENTRE PIONEER MEDICAL GROUP CONISTON MEDICAL PRACTICE NIGHTINGALE VALLEY PRACTICE MAYTREES MEDICAL PRACTICE THE MILTON SURGERY HILLVIEW FAMILY PRACTICE THE FAMILY PRACTICE LODGESIDE SURGERY SOUTHMEAD & HENBURY FAMILY PRACTICE MONTPELIER HEALTH CENTRE NORTHVILLE FAMILY PRACTICE BRADLEY STOKE SURGERY THE WELLSPRING SURGERY THE WEDMORE PRACTICE AIR BALLOON SURGERY THE SOUTHVILLE SURGERY CLOSE FARM SURGERY LOCALITY HEALTH CENTRE STAFFORD MEDICAL GROUP Support with managing long-term 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)? 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

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 52 Base: All

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 52 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (284, 887); CCG (3, 634); Practice bases range from 12 to 63 CHARLOTTE KEEL MEDICAL PRACTICE THE OLD SCHOOL SURGERY FALLODON WAY MEDICAL CENTRE CCG NEW COURT SURGERY HEYWOOD FAMILY PRACTICE PEMBROKE ROAD SURGERY GLOUCESTER ROAD MEDICAL CENTRE TUDOR LODGE SURGERY Practices CLEVEDON MEDICAL CENTRE BIRCHWOOD MEDICAL PRACTICE STREAMSIDE SURGERY TYNTESFIELD MEDICAL GROUP FISHPONDS FAMILY PRACTICE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) BROADMEAD MEDICAL CENTRE THE WILLOW SURGERY THORNBURY HEALTH CENTRE - BURNEY WESTBURY ON TRYM PRIMARY CARE CENTRE BISHOPSTON MEDICAL PRACTICE HANHAM HEALTH THE ARMADA FAMILY PRACTICE COURTSIDE SURGERY HARBOURSIDE FAMILY PRACTICE ALMONDSBURY SURGERY THE CREST FAMILY PRACTICE WINSCOMBE SURGERY MONKS PARK SURGERY WELLS ROAD SURGERY LAWRENCE HILL HEALTH CENTRE BEECHWOOD MEDICAL PRACTICE BEDMINSTER FAMILY PRACTICE WEST WALK SURGERY HELIOS MEDICAL CENTRE SEA MILLS SURGERY KINGSWOOD HEALTH CENTRE LEAP VALLEY MEDICAL CENTRE EMERSONS GREEN MEDICAL CENTRE KENNEDY WAY SURGERY WHITELADIES MEDICAL GROUP EASTVILLE MEDICAL PRACTICE PRIORY SURGERY THE MALAGO SURGERY STOCKWOOD MEDICAL CENTRE MENDIP VALE MEDICAL PRACTICE HORFIELD HC Support with managing long-term 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)? 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

Support with managing long-term health conditions Q 38. In the last 12 months, have

Support with managing long-term 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)? Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% CADBURY HEATH HEALTHCARE 0% THREE SHIRES MEDICAL PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (284, 887); CCG (3, 634); Practice bases range from 12 to 63 53 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with general practice appointment times 54 © Ipsos MORI 17 -043177 -06 Version

Satisfaction with general practice appointment times 54 © Ipsos MORI 17 -043177 -06 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 Comparison of results Very satisfied 6% 22% 11% Fairly satisfied 18% Neither satisfied nor dissatisfied Fairly dissatisfied 43% Very dissatisfied Practice range in CCG - % Satisfied CCG National 65% 66% Satisfied 17% Dissatisfied Local CCG range - % Satisfied Lowest Performing Highest Performing 31% 88% 62% 74% *Those who say ‘I’m not sure when I can get an appointment’ have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (689, 659); CCG (8, 514); Practice bases range from 31 to 130; CCG bases range from 2, 471 to 8, 514 55 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 56 Base: All

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 56 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (689, 659); CCG (8, 514); Practice bases range from 31 to 130 EASTVILLE MEDICAL PRACTICE CONCORD MEDICAL CENTRE CCG GRAHAM ROAD SURGERY THE FAMILY PRACTICE HARTWOOD HEALTHCARE HANHAM HEALTH CLEVEDON MEDICAL CENTRE Practices CHRISTCHURCH FAMILY MEDICAL CENTRE THE SOUTHVILLE SURGERY THE CEDARS SURGERY THE CREST FAMILY PRACTICE GAYWOOD HOUSE SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available NORTHVILLE FAMILY PRACTICE GRANGE ROAD SURGERY AIR BALLOON SURGERY ST GEORGE HEALTH CENTRE THE MILTON SURGERY PILNING SURGERY BISHOPSTON MEDICAL PRACTICE THE LENNARD SURGERY THE MALAGO SURGERY WEST WALK SURGERY BROADMEAD MEDICAL CENTRE THE WELLSPRING SURGERY SHIREHAMPTON GROUP PRACTICE HARBOURSIDE FAMILY PRACTICE MENDIP VALE MEDICAL PRACTICE BEDMINSTER FAMILY PRACTICE CHARLOTTE KEEL MEDICAL PRACTICE CLARENCE PARK SURGERY TUDOR LODGE SURGERY LOCALITY HEALTH CENTRE THE WILLOW SURGERY EMERSONS GREEN MEDICAL CENTRE NIGHTINGALE VALLEY PRACTICE THORNBURY HEALTH CENTRE - BURNEY LEAP VALLEY MEDICAL CENTRE THE WEDMORE PRACTICE THE ARMADA FAMILY PRACTICE STOKE GIFFORD MEDICAL CENTRE STAFFORD MEDICAL GROUP ORCHARD MEDICAL CENTRE CONISTON MEDICAL PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 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 %Satisfied = %Very satisfied + %Fairly satisfied

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 57 Base: All

0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 57 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (689, 659); CCG (8, 514); Practice bases range from 31 to 130 LONGTON GROVE SURGERY BIRCHWOOD MEDICAL PRACTICE ALMONDSBURY SURGERY CCG SEA MILLS SURGERY MONKS PARK SURGERY GREENWAY COMMUNITY PRACTICE HEYWOOD FAMILY PRACTICE PIONEER MEDICAL GROUP Practices STUDENT HEALTH SERVICE WELLS ROAD SURGERY MAYTREES MEDICAL PRACTICE SUNNYSIDE SURGERY FALLODON WAY MEDICAL CENTRE Percentage of patients saying they are ‘satisfied’ with the appointment times available WESTBURY ON TRYM PRIMARY CARE CENTRE STOCKWOOD MEDICAL CENTRE ST MARY STREET SURGERY THE MERRYWOOD PRACTICE STREAMSIDE SURGERY COURTSIDE SURGERY WHITELADIES MEDICAL GROUP BEECHWOOD MEDICAL PRACTICE KENNEDY WAY SURGERY WINSCOMBE SURGERY PRIORY SURGERY PEMBROKE ROAD SURGERY THE OLD SCHOOL SURGERY KINGSWOOD HEALTH CENTRE GLOUCESTER ROAD MEDICAL CENTRE BRADLEY STOKE SURGERY FROME VALLEY MEDICAL CENTRE FISHPONDS FAMILY PRACTICE HELIOS MEDICAL CENTRE CADBURY HEATH HEALTHCARE CLOSE FARM SURGERY HILLVIEW FAMILY PRACTICE PORTISHEAD MEDICAL GROUP LODGESIDE SURGERY NEW COURT SURGERY HORFIELD HC RIVERBANK MEDICAL CENTRE SOUTHMEAD & HENBURY FAMILY PRACTICE MONTPELIER HEALTH CENTRE LAWRENCE HILL HEALTH CENTRE THREE SHIRES MEDICAL PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 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 %Satisfied = %Very satisfied + %Fairly satisfied

Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are

Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? Percentage of patients saying they are ‘satisfied’ with the appointment times available Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% WELLINGTON ROAD SURGERY 0% TYNTESFIELD MEDICAL GROUP 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 ‘I’m not sure when I can get an appointment’: National (689, 659); CCG (8, 514); Practice bases range from 31 to 130 58 © Ipsos MORI 17 -043177 -06 Version 1 | Public %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. 59 © Ipsos MORI 17 -043177 -06 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? 74% I contacted an NHS service by telephone 62% 31% A healthcare professional called me back A healthcare professional visited me at home 25% 8% 5% 32% 36% I went to A&E 12% I saw a pharmacist 16% 18% I went to another general practice service I went to another NHS service Can't remember 4% 5% 8% 8% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (138, 025); CCG (1, 631) 60 © Ipsos MORI 17 -043177 -06 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 Comparison of results 32% It was about right CCG National 68% 65% About right 32% 35% Took too long It took too long 68% Local CCG range – % About right Lowest Performing Highest Performing 56% 73% *Those who say ‘Don’t know / doesn’t apply’ have been excluded from these results. Base: All those who have contacted an NHS service when GP practice closed in past 12 months excluding ‘Don’t know / doesn’t apply’: National (129, 429); CCG (1, 550); CCG bases range from 440 to 1, 550 61 © Ipsos MORI 17 -043177 -06 Version 1 | Public

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 7% Comparison of results Yes, definitely Yes, to some extent No, not at all 41% 52% CCG National 93% 91% Yes 7% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 89% 93% *Those who say ‘Don’t know / can’t say’ have been excluded from these results. Base: All those who have contacted an NHS service when GP practice closed in past 12 months excluding 'Don't know / can't say’: National (132, 710); CCG (1, 583); CCG bases range from 448 to 1, 583 62 © Ipsos MORI 17 -043177 -06 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 8% Comparison of results Very good 5% Fairly good 33% 14% CCG National 73% 69% Good 13% 15% Poor Neither good nor poor Fairly poor Very poor Don't know/can't say 40% Local CCG range - % Good Lowest Performing Highest Performing 63% 74% *Those who say ‘Don’t know / can’t say’ have been excluded from these results. Base: All those who have contacted an NHS service when GP practice closed in past 12 months excluding 'Don't know / can't say’: National (133, 444); CCG (1, 573); CCG bases range from 452 to 1, 573 63 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 64 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Statistical reliability 64 © Ipsos MORI 17 -043177 -06 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 Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 758, 165 0. 09 0. 15 0. 16 CCG 4, 000 1. 32 2. 02 2. 20 Practice 100 6. 93 10. 21 11. 08 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 +/-2. 02 percentage points from that question’s result (i. e. between 27. 98% and 32. 02%). 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. 65 © Ipsos MORI 17 -043177 -06 Version 1 | Public

Want to know more? 66 © Ipsos MORI 17 -043177 -06 Version 1 |

Want to know more? 66 © Ipsos MORI 17 -043177 -06 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. 2 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. 2 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 34. 1%, based on 758, 165 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 August 2018 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. 34. 1% 67 © Ipsos MORI 17 -043177 -06 Version 1 | Public 758, 165 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 the 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 • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/faq 68 © Ipsos MORI 17 -043177 -06 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. 69 © Ipsos MORI 17 -043177 -06 Version 1 | Public