NHS DEVON CCG Latest survey results 2020 survey

NHS DEVON CCG Latest survey results 2020 survey publication Version 1| Public 1 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

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

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

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gp-patient. co. uk/. • This slide pack presents some of the key results for NHS DEVON CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS DEVON CCG, 34, 508 questionnaires were sent out, and 15, 002 were returned completed. This represents a response rate of 43%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

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

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

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

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

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results 9% 4% CCG’s results over time % Good % Poor 88 86 Comparison of results 100 Very good 90 80 Fairly good 70 60 52% 34% Neither good nor poor Very poor 30 20 10 0 00 5 4 2018 2019 86% 82% Good 5% 7% 2020 Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 58% 100% 82% 88% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (14, 575); CCG 2019 (15, 808); Practice bases range from 28 to 157; CCG bases range from 6, 955 to 14, 575 9 © Ipsos MORI National 50 40 Fairly poor CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

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

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 58% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 28 to 157 %Good = %Very good + %Fairly good 11 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (14, 575); Practice bases range from 28 to 157 TAVYSIDE HEALTH CENTRE TOPSHAM SURGERY NORTH ROAD WEST MED. CTR. CCG WONFORD GREEN SURGERY OLD FARM SURGERY YEALM MEDICAL CENTRE SOUTHERNHAY HOUSE SURGERY ROBOROUGH SURGERY Practices CCG BOW MEDICAL PRACTICE SAMPFORD PEVERELL SURGERY DARTMOUTH MEDICAL PRACTICE NORTON BROOK MEDICAL CENTRE Percentage of patients saying ‘good’ TEIGNMOUTH MEDICAL PRACTICE CRICKETFIELD SURGERY BRUNEL MEDICAL PRACTICE RUBY COUNTRY MEDICAL GROUP ALBANY SURGERY CROFT HALL MEDICAL PRACTICE BARTON SURGERY ADELAIDE STREET SURGERY QUEEN'S MEDICAL CENTRE ST. LEVAN SURGERY HILL BARTON SURGERY CORNER PLACE SURGERY CHURCH VIEW SURGERY ST THOMAS MEDICAL GROUP PEMBROKE MEDICAL GROUP OKEHAMPTON MEDICAL CENTRE ESTOVER SURGERY OAKSIDE SURGERY WYCLIFFE SURGERY BEACON MEDICAL GROUP CLOCK TOWER SURGERY ST NEOTS SURGERY MAYFIELD MEDICAL CENTRE FRIARY HOUSE SURGERY PATHFIELDS MEDICAL GROUP LISSON GROVE MEDICAL CTR. CASTLE PLACE PRACTICE CHELSTON HALL SURGERY MAYFLOWER MEDICAL GROUP CRANBROOK MEDICAL PRACTICE BEAUMONT VILLA 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

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (14, 575); Practice bases range from 28 to 157 BUCKLAND SURGERY CHILCOTE PRACTICE ABBEY SURGERY SID VALLEY PRACTICE CCG NORTHAM SURGERY PINHOE SURGERY BUDLEIGH SALTERTON MEDICAL PRACTICE KINGSKERSWELL & IPPLEPEN MED PRACTICE Practices PEVERELL PARK SURGERY BRAMBLEHAIES SURGERY NEW VALLEY PRACTICE BUDSHEAD MEDICAL PRACTICE WOODA SURGERY Percentage of patients saying ‘good’ SOUTH LAWN MEDICAL PRACTICE FREMINGTON MEDICAL CENTRE TOWNSEND HOUSE MEDICAL CENTRE BLACKDOWN PRACTICE SOUTHWAY SURGERY ELM SURGERY IMPERIAL SURGERY DEVONPORT HEALTH CENTRE SOUTH MOLTON MEDICAL CENTRE COMBE COASTAL PRACTICE KNOWLE HOUSE SURGERY MANNAMEAD SURGERY BARNFIELD HILL SURGERY BUCKFASTLEIGH MEDICAL CENTRE MOUNT PLEASANT HEALTH CENTRE CLAREMONT MEDICAL PRACTICE BOVEY TRACEY & CHUDLEIGH PRACTICE KINGSTEIGNTON MEDICAL PRACTICE FOXHAYES PRACTICE WHIPTON SURGERY ISCA MEDICAL PRACTICE COLLEGE SURGERY PARTNERSHIP BIDEFORD MEDICAL CENTRE IDE LANE SURGERY LYNTON HEALTH CENTRE MID DEVON MEDICAL PRACTICE HONITON SURGERY CAEN MEDICAL CENTRE ST LEONARDS PRACTICE RALEIGH SURGERY CHILLINGTON HEALTH CENTRE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 14 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (14, 575); Practice bases range from 28 to 157 CHERITON BISHOP SURGERY REDFERN HEALTH CENTRE Practices WEMBURY SURGERY WOODBURY SURGERY CHAGFORD HEALTH CENTRE MORETONHAMPSTEAD HEALTH CENTRE BLACK TORRINGTON SURGERY Percentage of patients saying ‘good’ SOUTH BRENT HEALTH CENTRE ROLLE MEDICAL PARTNERSHIP TORRINGTON HEALTH CENTRE COLERIDGE MEDICAL CENTRE CHIDDENBROOK SURGERY DEVON SQUARE SURGERY WESTBANK PRACTICE LITCHDON MEDICAL CENTRE HALDON HOUSE SURGERY WYNDHAM HOUSE SURGERY HARTLAND SURGERY CHANNEL VIEW SURGERY MODBURY HEALTH CENTRE BRANNAM MEDICAL CENTRE DEAN CROSS SURGERY ASHBURTON SURGERY CATHERINE HOUSE SURGERY YELVERTON SURGERY SOUTHOVER MEDICAL PRACTICE AXMINSTER MEDICAL PRACTICE TEIGN ESTUARY MEDICAL GROUP WEST HOE SURGERY CASTLE GARDENS SURGERY AMICUS HEALTH HEAVITREE PRACTICE STOKE SURGERY COMPASS HOUSE MEDICAL CENTRES LEATSIDE SURGERY WALLINGBROOK HEALTH CENTRE BRADWORTHY SURGERY SEATON & COLYTON MEDICAL PRACTICE 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 15 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 11% 25% 17% Very easy Fairly easy Not very easy 48% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 % Not easy 77 72 23 00 2018 Comparison of results 2019 Practice range within CCG – % Easy 28 2020 National 72% 65% Easy 28% 35% Not easy CCG range within region – % Easy Lowest Performing Highest Performing 19% 100% 64% 79% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (14, 266); CCG 2019 (15, 455); Practice bases range from 28 to 161; CCG bases range from 6, 859 to 14, 266 16 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (14, 266); Practice bases range from 28 to 161 HONITON SURGERY ST LEONARDS PRACTICE WOODA SURGERY CCG DARTMOUTH MEDICAL PRACTICE ROBOROUGH SURGERY SOUTHWAY SURGERY NORTH ROAD WEST MED. CTR. BARTON SURGERY Practices PEVERELL PARK SURGERY COMPASS HOUSE MEDICAL CENTRES CCG ST. LEVAN SURGERY BOVEY TRACEY & CHUDLEIGH PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone CRICKETFIELD SURGERY ESTOVER SURGERY ADELAIDE STREET SURGERY DEAN CROSS SURGERY YEALM MEDICAL CENTRE WYCLIFFE SURGERY ST THOMAS MEDICAL GROUP FREMINGTON MEDICAL CENTRE CAEN MEDICAL CENTRE TOPSHAM SURGERY LISSON GROVE MEDICAL CTR. PEMBROKE MEDICAL GROUP CORNER PLACE SURGERY CROFT HALL MEDICAL PRACTICE TEIGNMOUTH MEDICAL PRACTICE ALBANY SURGERY CHURCH VIEW SURGERY OLD FARM SURGERY OKEHAMPTON MEDICAL CENTRE CASTLE PLACE PRACTICE OAKSIDE SURGERY ST NEOTS SURGERY CRANBROOK MEDICAL PRACTICE FRIARY HOUSE SURGERY BRUNEL MEDICAL PRACTICE PATHFIELDS MEDICAL GROUP CHELSTON HALL SURGERY BEACON MEDICAL GROUP MAYFLOWER MEDICAL GROUP MAYFIELD MEDICAL CENTRE BEAUMONT VILLA 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

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 18 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (14, 266); Practice bases range from 28 to 161 IMPERIAL SURGERY CHILLINGTON HEALTH CENTRE CHILCOTE PRACTICE CCG COLLEGE SURGERY PARTNERSHIP BUCKFASTLEIGH MEDICAL CENTRE BUDLEIGH SALTERTON MEDICAL PRACTICE ASHBURTON SURGERY HILL BARTON SURGERY Practices ABBEY SURGERY NEW VALLEY PRACTICE CASTLE GARDENS SURGERY ISCA MEDICAL PRACTICE COMBE COASTAL PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone SOUTHERNHAY HOUSE SURGERY COLERIDGE MEDICAL CENTRE DEVON SQUARE SURGERY HALDON HOUSE SURGERY BARNFIELD HILL SURGERY ELM SURGERY SEATON & COLYTON MEDICAL PRACTICE SOUTH MOLTON MEDICAL CENTRE SOUTH LAWN MEDICAL PRACTICE LEATSIDE SURGERY KINGSTEIGNTON MEDICAL PRACTICE BUCKLAND SURGERY PINHOE SURGERY TAVYSIDE HEALTH CENTRE KNOWLE HOUSE SURGERY AMICUS HEALTH BUDSHEAD MEDICAL PRACTICE MOUNT PLEASANT HEALTH CENTRE NORTHAM SURGERY SID VALLEY PRACTICE SOUTHOVER MEDICAL PRACTICE CLOCK TOWER SURGERY IDE LANE SURGERY WONFORD GREEN SURGERY WHIPTON SURGERY CLAREMONT MEDICAL PRACTICE RUBY COUNTRY MEDICAL GROUP MANNAMEAD SURGERY QUEEN'S MEDICAL CENTRE DEVONPORT HEALTH CENTRE STOKE 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

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 19 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (14, 266); Practice bases range from 28 to 161 WYNDHAM HOUSE SURGERY CHERITON BISHOP SURGERY Practices CHAGFORD HEALTH CENTRE SOUTH BRENT HEALTH CENTRE CATHERINE HOUSE SURGERY HARTLAND SURGERY WOODBURY SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone YELVERTON SURGERY MORETONHAMPSTEAD HEALTH CENTRE MID DEVON MEDICAL PRACTICE BLACK TORRINGTON SURGERY BRAMBLEHAIES SURGERY NORTON BROOK MEDICAL CENTRE KINGSKERSWELL & IPPLEPEN MED PRACTICE TORRINGTON HEALTH CENTRE WALLINGBROOK HEALTH CENTRE BOW MEDICAL PRACTICE WEMBURY SURGERY REDFERN HEALTH CENTRE HEAVITREE PRACTICE LYNTON HEALTH CENTRE TOWNSEND HOUSE MEDICAL CENTRE AXMINSTER MEDICAL PRACTICE BRADWORTHY SURGERY TEIGN ESTUARY MEDICAL GROUP CHANNEL VIEW SURGERY MODBURY HEALTH CENTRE BLACKDOWN PRACTICE BRANNAM MEDICAL CENTRE ROLLE MEDICAL PARTNERSHIP WESTBANK PRACTICE LITCHDON MEDICAL CENTRE SAMPFORD PEVERELL SURGERY WEST HOE SURGERY CHIDDENBROOK SURGERY RALEIGH SURGERY BIDEFORD MEDICAL CENTRE FOXHAYES 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? 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 receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 7% Very helpful 48% 44% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 % Not helpful 92 00 92 8 2018 Comparison of results 8 2019 2020 National 92% 89% Helpful 8% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 73% 100% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (14, 518); CCG 2019 (15, 613); Practice bases range from 28 to 163; CCG bases range from 6, 958 to 14, 518 20 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 21 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (14, 518); Practice bases range from 28 to 163 OAKSIDE SURGERY WYCLIFFE SURGERY ELM SURGERY CCG BUCKLAND SURGERY SOUTHERNHAY HOUSE SURGERY HONITON SURGERY PEVERELL PARK SURGERY Practices CORNER PLACE SURGERY CAEN MEDICAL CENTRE CHURCH VIEW SURGERY CRICKETFIELD SURGERY KINGSTEIGNTON MEDICAL PRACTICE Percentage of patients saying receptionists at the GP practice are ‘helpful’ PEMBROKE MEDICAL GROUP SOUTH LAWN MEDICAL PRACTICE CROFT HALL MEDICAL PRACTICE ST THOMAS MEDICAL GROUP OLD FARM SURGERY CHILLINGTON HEALTH CENTRE DARTMOUTH MEDICAL PRACTICE COLLEGE SURGERY PARTNERSHIP ROBOROUGH SURGERY TAVYSIDE HEALTH CENTRE ST. LEVAN SURGERY ESTOVER SURGERY TOPSHAM SURGERY ST NEOTS SURGERY CHELSTON HALL SURGERY KNOWLE HOUSE SURGERY QUEEN'S MEDICAL CENTRE BEACON MEDICAL GROUP ALBANY SURGERY NORTH ROAD WEST MED. CTR. MAYFIELD MEDICAL CENTRE LISSON GROVE MEDICAL CTR. BRUNEL MEDICAL PRACTICE BARTON SURGERY PATHFIELDS MEDICAL GROUP CLOCK TOWER SURGERY FRIARY HOUSE SURGERY BEAUMONT VILLA SURGERY MAYFLOWER MEDICAL GROUP CRANBROOK MEDICAL PRACTICE CASTLE PLACE PRACTICE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 22 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (14, 518); Practice bases range from 28 to 163 BRADWORTHY SURGERY RALEIGH SURGERY CHANNEL VIEW SURGERY CCG REDFERN HEALTH CENTRE HEAVITREE PRACTICE FREMINGTON MEDICAL CENTRE COMPASS HOUSE MEDICAL CENTRES ROLLE MEDICAL PARTNERSHIP Practices BLACKDOWN PRACTICE LEATSIDE SURGERY WESTBANK PRACTICE TORRINGTON HEALTH CENTRE AXMINSTER MEDICAL PRACTICE Percentage of patients saying receptionists at the GP practice are ‘helpful’ SEATON & COLYTON MEDICAL PRACTICE ABBEY SURGERY MODBURY HEALTH CENTRE MOUNT PLEASANT HEALTH CENTRE NORTON BROOK MEDICAL CENTRE CLAREMONT MEDICAL PRACTICE ST LEONARDS PRACTICE PINHOE SURGERY MID DEVON MEDICAL PRACTICE ASHBURTON SURGERY TEIGN ESTUARY MEDICAL GROUP ISCA MEDICAL PRACTICE OKEHAMPTON MEDICAL CENTRE BIDEFORD MEDICAL CENTRE RUBY COUNTRY MEDICAL GROUP CHIDDENBROOK SURGERY NORTHAM SURGERY TEIGNMOUTH MEDICAL PRACTICE DEAN CROSS SURGERY DEVONPORT HEALTH CENTRE TOWNSEND HOUSE MEDICAL CENTRE BOW MEDICAL PRACTICE SAMPFORD PEVERELL SURGERY HILL BARTON SURGERY WHIPTON SURGERY BUDSHEAD MEDICAL PRACTICE WOODA SURGERY YEALM MEDICAL CENTRE IDE LANE SURGERY MANNAMEAD SURGERY BOVEY TRACEY & CHUDLEIGH PRACTICE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 23 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (14, 518); Practice bases range from 28 to 163 BLACK TORRINGTON SURGERY WEMBURY SURGERY Practices IMPERIAL SURGERY CATHERINE HOUSE SURGERY WYNDHAM HOUSE SURGERY CHILCOTE PRACTICE CHERITON BISHOP SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ CHAGFORD HEALTH CENTRE SOUTH BRENT HEALTH CENTRE SOUTHWAY SURGERY WALLINGBROOK HEALTH CENTRE ADELAIDE STREET SURGERY HALDON HOUSE SURGERY BRAMBLEHAIES SURGERY WOODBURY SURGERY WEST HOE SURGERY CASTLE GARDENS SURGERY YELVERTON SURGERY BRANNAM MEDICAL CENTRE DEVON SQUARE SURGERY LITCHDON MEDICAL CENTRE BUDLEIGH SALTERTON MEDICAL PRACTICE KINGSKERSWELL & IPPLEPEN MED PRACTICE FOXHAYES PRACTICE WONFORD GREEN SURGERY SOUTH MOLTON MEDICAL CENTRE HARTLAND SURGERY NEW VALLEY PRACTICE COMBE COASTAL PRACTICE COLERIDGE MEDICAL CENTRE AMICUS HEALTH STOKE SURGERY BUCKFASTLEIGH MEDICAL CENTRE LYNTON HEALTH CENTRE SID VALLEY PRACTICE MORETONHAMPSTEAD HEALTH CENTRE SOUTHOVER MEDICAL PRACTICE BARNFIELD HILL 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 24 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Awareness of online services Percentage aware of online services offered by GP practice Q 4. As far as you know, which of the following online services does your GP practice offer? 100 90 80 70 Practice range within CCG 60 50 *% *% *% 40 30 *% 20 *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (716, 915); CCG 2020 (14, 536); Practice bases range from 26 to 161 25 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% *% None of these Don't know CCG National

Online service use Percentage used online services in past 12 months Q 5. Which of the following general practice online services have you used in the past 12 months? 100 90 80 *% 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (723, 567); CCG 2020 (14, 710); Practice bases range from 29 to 162 26 19 -071809 -01 | Version 1 | Public *% Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% None of these

Ease of use of online services Q 6. How easy is it to use your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 5% 25% 16% Very easy Fairly easy Not very easy 54% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 % Not easy 81 79 19 00 2018 Comparison of results 2019 21 2020 CCG National 79% 76% Easy 21% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 45% 99% 77% 81% *Those who say ‘Haven’t tried’ (59%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (5, 603); CCG 2019 (5, 345); Practice bases range from 20 to 83; CCG bases range from 2, 421 to 5, 603 27 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 28 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (5, 603); Practice bases range from 20 to 83 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy CCG WHIPTON SURGERY WESTBANK PRACTICE CCG CROFT HALL MEDICAL PRACTICE OAKSIDE SURGERY BARTON SURGERY WONFORD GREEN SURGERY RALEIGH SURGERY Practices CHANNEL VIEW SURGERY TEIGNMOUTH MEDICAL PRACTICE ST THOMAS MEDICAL GROUP MAYFIELD MEDICAL CENTRE BRANNAM MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website SOUTHERNHAY HOUSE SURGERY ROBOROUGH SURGERY ELM SURGERY QUEEN'S MEDICAL CENTRE CRANBROOK MEDICAL PRACTICE WOODA SURGERY WYCLIFFE SURGERY DEVONPORT HEALTH CENTRE BIDEFORD MEDICAL CENTRE COLLEGE SURGERY PARTNERSHIP PEMBROKE MEDICAL GROUP DARTMOUTH MEDICAL PRACTICE YEALM MEDICAL CENTRE CHURCH VIEW SURGERY ESTOVER SURGERY FRIARY HOUSE SURGERY OKEHAMPTON MEDICAL CENTRE RUBY COUNTRY MEDICAL GROUP ST LEONARDS PRACTICE PATHFIELDS MEDICAL GROUP LISSON GROVE MEDICAL CTR. CASTLE PLACE PRACTICE NORTH ROAD WEST MED. CTR. PEVERELL PARK SURGERY BEAUMONT VILLA SURGERY MANNAMEAD SURGERY ST NEOTS SURGERY ST. LEVAN SURGERY HILL BARTON SURGERY BEACON MEDICAL GROUP MAYFLOWER MEDICAL GROUP Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 29 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (5, 603); Practice bases range from 20 to 83 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy IMPERIAL SURGERY CHILCOTE PRACTICE AMICUS HEALTH CCG HONITON SURGERY FOXHAYES PRACTICE WEST HOE SURGERY CORNER PLACE SURGERY HEAVITREE PRACTICE Practices CHIDDENBROOK SURGERY SAMPFORD PEVERELL SURGERY BUDSHEAD MEDICAL PRACTICE MOUNT PLEASANT HEALTH CENTRE NORTON BROOK MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website TOPSHAM SURGERY ALBANY SURGERY OLD FARM SURGERY ISCA MEDICAL PRACTICE COLERIDGE MEDICAL CENTRE BUCKFASTLEIGH MEDICAL CENTRE ROLLE MEDICAL PARTNERSHIP BLACKDOWN PRACTICE DEAN CROSS SURGERY YELVERTON SURGERY MID DEVON MEDICAL PRACTICE BUDLEIGH SALTERTON MEDICAL PRACTICE TEIGN ESTUARY MEDICAL GROUP ADELAIDE STREET SURGERY CHILLINGTON HEALTH CENTRE CAEN MEDICAL CENTRE STOKE SURGERY BOVEY TRACEY & CHUDLEIGH PRACTICE CASTLE GARDENS SURGERY KNOWLE HOUSE SURGERY MODBURY HEALTH CENTRE SOUTHOVER MEDICAL PRACTICE BRUNEL MEDICAL PRACTICE NEW VALLEY PRACTICE CHELSTON HALL SURGERY LYNTON HEALTH CENTRE COMPASS HOUSE MEDICAL CENTRES TAVYSIDE HEALTH CENTRE CLAREMONT MEDICAL PRACTICE CRICKETFIELD SURGERY BARNFIELD HILL 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 19 -071809 -01 | Version 1 | Public 30 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (5, 603); Practice bases range from 20 to 83 BLACK TORRINGTON SURGERY Practices REDFERN HEALTH CENTRE SOUTH BRENT HEALTH CENTRE AXMINSTER MEDICAL PRACTICE WYNDHAM HOUSE SURGERY WOODBURY SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website SEATON & COLYTON MEDICAL PRACTICE NORTHAM SURGERY LITCHDON MEDICAL CENTRE BRADWORTHY SURGERY WEMBURY SURGERY CATHERINE HOUSE SURGERY ABBEY SURGERY IDE LANE SURGERY PINHOE SURGERY KINGSKERSWELL & IPPLEPEN MED PRACTICE BUCKLAND SURGERY BRAMBLEHAIES SURGERY CHERITON BISHOP SURGERY HALDON HOUSE SURGERY COMBE COASTAL PRACTICE MORETONHAMPSTEAD HEALTH CENTRE TORRINGTON HEALTH CENTRE KINGSTEIGNTON MEDICAL PRACTICE SOUTH MOLTON MEDICAL CENTRE HARTLAND SURGERY CHAGFORD HEALTH CENTRE LEATSIDE SURGERY SOUTHWAY SURGERY WALLINGBROOK HEALTH CENTRE BOW MEDICAL PRACTICE TOWNSEND HOUSE MEDICAL CENTRE DEVON SQUARE SURGERY SOUTH LAWN MEDICAL PRACTICE SID VALLEY PRACTICE FREMINGTON MEDICAL CENTRE ASHBURTON 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? 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 31 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Choice of appointment Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG’s results over time CCG’s results Yes, a choice of place % Yes 16% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 57% 11% No, I was not offered a choice of appointment 34% % No 67 66 33 00 2018 Comparison of results 2019 34 2020 National 66% 60% Yes 34% 40% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 38% 95% 61% 67% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (564, 341); CCG 2020 (11, 500); CCG 2019 (12, 461); Practice bases range from 21 to 132; CCG bases range from 5, 597 to 11, 500 32 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 33 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (11, 500); Practice bases range from 21 to 132 IDE LANE SURGERY COMPASS HOUSE MEDICAL CENTRES TOPSHAM SURGERY CCG ADELAIDE STREET SURGERY OLD FARM SURGERY CHANNEL VIEW SURGERY LISSON GROVE MEDICAL CTR. TAVYSIDE HEALTH CENTRE Practices ESTOVER SURGERY PEMBROKE MEDICAL GROUP DARTMOUTH MEDICAL PRACTICE OKEHAMPTON MEDICAL CENTRE ELM SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment TEIGN ESTUARY MEDICAL GROUP WOODA SURGERY CLAREMONT MEDICAL PRACTICE MANNAMEAD SURGERY CRICKETFIELD SURGERY MAYFIELD MEDICAL CENTRE BRUNEL MEDICAL PRACTICE BARTON SURGERY CORNER PLACE SURGERY ST THOMAS MEDICAL GROUP HONITON SURGERY YEALM MEDICAL CENTRE FRIARY HOUSE SURGERY OAKSIDE SURGERY BOVEY TRACEY & CHUDLEIGH PRACTICE CROFT HALL MEDICAL PRACTICE CHELSTON HALL SURGERY ROBOROUGH SURGERY PATHFIELDS MEDICAL GROUP NORTH ROAD WEST MED. CTR. CRANBROOK MEDICAL PRACTICE ST LEONARDS PRACTICE BEACON MEDICAL GROUP MAYFLOWER MEDICAL GROUP CLOCK TOWER SURGERY ST NEOTS SURGERY BEAUMONT VILLA SURGERY CHURCH VIEW SURGERY CASTLE PLACE PRACTICE TEIGNMOUTH MEDICAL PRACTICE ALBANY 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 19 -071809 -01 | Version 1 | Public 34 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (11, 500); Practice bases range from 21 to 132 CASTLE GARDENS SURGERY SOUTH LAWN MEDICAL PRACTICE LEATSIDE SURGERY CCG SOUTHWAY SURGERY SOUTHOVER MEDICAL PRACTICE ASHBURTON SURGERY SAMPFORD PEVERELL SURGERY HILL BARTON SURGERY Practices NEW VALLEY PRACTICE YELVERTON SURGERY ABBEY SURGERY CHIDDENBROOK SURGERY NORTHAM SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment WONFORD GREEN SURGERY RALEIGH SURGERY HALDON HOUSE SURGERY BRAMBLEHAIES SURGERY AMICUS HEALTH TOWNSEND HOUSE MEDICAL CENTRE KINGSKERSWELL & IPPLEPEN MED PRACTICE SOUTH MOLTON MEDICAL CENTRE MODBURY HEALTH CENTRE BIDEFORD MEDICAL CENTRE CAEN MEDICAL CENTRE PEVERELL PARK SURGERY COLERIDGE MEDICAL CENTRE BUCKFASTLEIGH MEDICAL CENTRE KINGSTEIGNTON MEDICAL PRACTICE QUEEN'S MEDICAL CENTRE BOW MEDICAL PRACTICE WEMBURY SURGERY COLLEGE SURGERY PARTNERSHIP NORTON BROOK MEDICAL CENTRE FREMINGTON MEDICAL CENTRE DEVONPORT HEALTH CENTRE KNOWLE HOUSE SURGERY CHILLINGTON HEALTH CENTRE WYCLIFFE SURGERY LYNTON HEALTH CENTRE CCG SOUTHERNHAY HOUSE SURGERY DEAN CROSS SURGERY ST. LEVAN SURGERY BUDSHEAD MEDICAL PRACTICE 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’

WHIPTON SURGERY 0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 35 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (11, 500); Practice bases range from 21 to 132 CATHERINE HOUSE SURGERY FOXHAYES PRACTICE Practices WYNDHAM HOUSE SURGERY CHERITON BISHOP SURGERY CHAGFORD HEALTH CENTRE SOUTH BRENT HEALTH CENTRE ISCA MEDICAL PRACTICE Percentage of patients saying ‘yes’ they were offered a choice of appointment MORETONHAMPSTEAD HEALTH CENTRE BLACK TORRINGTON SURGERY WOODBURY SURGERY TORRINGTON HEALTH CENTRE HEAVITREE PRACTICE LITCHDON MEDICAL CENTRE AXMINSTER MEDICAL PRACTICE BRANNAM MEDICAL CENTRE BRADWORTHY SURGERY BUCKLAND SURGERY REDFERN HEALTH CENTRE WALLINGBROOK HEALTH CENTRE HARTLAND SURGERY WESTBANK PRACTICE WEST HOE SURGERY MOUNT PLEASANT HEALTH CENTRE DEVON SQUARE SURGERY BLACKDOWN PRACTICE BARNFIELD HILL SURGERY ROLLE MEDICAL PARTNERSHIP SEATON & COLYTON MEDICAL PRACTICE CHILCOTE PRACTICE COMBE COASTAL PRACTICE STOKE SURGERY IMPERIAL SURGERY RUBY COUNTRY MEDICAL GROUP SID VALLEY PRACTICE PINHOE SURGERY MID DEVON MEDICAL PRACTICE BUDLEIGH SALTERTON MEDICAL PRACTICE 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 (or appointments) you were offered? CCG’s results over time % Yes 5% Yes, and I accepted an appointment 16% No, but I still took an appointment 79% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 % No 81 79 19 00 2018 Comparison of results 2019 CCG National 79% 73% Yes, took appt 21 2020 Yes, took appt 16% 21% No, took appt 5% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 55% 99% 75% 80% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (13, 867); CCG 2019 (14, 862); Practice bases range from 24 to 151; CCG bases range from 6, 658 to 13, 867 36 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 37 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (13, 867); Practice bases range from 24 to 151 COLERIDGE MEDICAL CENTRE CCG RUBY COUNTRY MEDICAL GROUP CCG CLAREMONT MEDICAL PRACTICE MANNAMEAD SURGERY BOVEY TRACEY & CHUDLEIGH PRACTICE NORTH ROAD WEST MED. CTR. ELM SURGERY Practices HONITON SURGERY KNOWLE HOUSE SURGERY CRICKETFIELD SURGERY MAYFIELD MEDICAL CENTRE DARTMOUTH MEDICAL PRACTICE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered QUEEN'S MEDICAL CENTRE SOUTHERNHAY HOUSE SURGERY ALBANY SURGERY OKEHAMPTON MEDICAL CENTRE IDE LANE SURGERY TEIGNMOUTH MEDICAL PRACTICE ESTOVER SURGERY PEMBROKE MEDICAL GROUP ROBOROUGH SURGERY OAKSIDE SURGERY BRUNEL MEDICAL PRACTICE CLOCK TOWER SURGERY BEACON MEDICAL GROUP KINGSTEIGNTON MEDICAL PRACTICE WOODA SURGERY WYCLIFFE SURGERY ST NEOTS SURGERY CORNER PLACE SURGERY CHELSTON HALL SURGERY ST LEONARDS PRACTICE BEAUMONT VILLA SURGERY LISSON GROVE MEDICAL CTR. COLLEGE SURGERY PARTNERSHIP CHURCH VIEW SURGERY FRIARY HOUSE SURGERY CROFT HALL MEDICAL PRACTICE ST THOMAS MEDICAL GROUP PATHFIELDS MEDICAL GROUP MAYFLOWER MEDICAL GROUP CRANBROOK MEDICAL PRACTICE CASTLE PLACE PRACTICE Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 38 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (13, 867); Practice bases range from 24 to 151 FREMINGTON MEDICAL CENTRE COMPASS HOUSE MEDICAL CENTRES BLACKDOWN PRACTICE CCG TAVYSIDE HEALTH CENTRE RALEIGH SURGERY HILL BARTON SURGERY STOKE SURGERY SID VALLEY PRACTICE Practices MOUNT PLEASANT HEALTH CENTRE BUCKLAND SURGERY SOUTH MOLTON MEDICAL CENTRE BRAMBLEHAIES SURGERY TOWNSEND HOUSE MEDICAL CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered ST. LEVAN SURGERY MODBURY HEALTH CENTRE AMICUS HEALTH LEATSIDE SURGERY KINGSKERSWELL & IPPLEPEN MED PRACTICE TEIGN ESTUARY MEDICAL GROUP NEW VALLEY PRACTICE ABBEY SURGERY CAEN MEDICAL CENTRE BUCKFASTLEIGH MEDICAL CENTRE LYNTON HEALTH CENTRE NORTHAM SURGERY ADELAIDE STREET SURGERY PEVERELL PARK SURGERY DEVONPORT HEALTH CENTRE OLD FARM SURGERY CHILLINGTON HEALTH CENTRE YELVERTON SURGERY SOUTH LAWN MEDICAL PRACTICE BIDEFORD MEDICAL CENTRE YEALM MEDICAL CENTRE BRANNAM MEDICAL CENTRE DEVON SQUARE SURGERY BARTON SURGERY BOW MEDICAL PRACTICE WONFORD GREEN SURGERY WHIPTON SURGERY CHIDDENBROOK SURGERY NORTON BROOK MEDICAL CENTRE TOPSHAM SURGERY SAMPFORD PEVERELL SURGERY Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 39 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (13, 867); Practice bases range from 24 to 151 HARTLAND SURGERY SOUTH BRENT HEALTH CENTRE Practices CHAGFORD HEALTH CENTRE BLACK TORRINGTON SURGERY CHERITON BISHOP SURGERY MORETONHAMPSTEAD HEALTH CENTRE BUDLEIGH SALTERTON MEDICAL PRACTICE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered CATHERINE HOUSE SURGERY REDFERN HEALTH CENTRE ROLLE MEDICAL PARTNERSHIP CHANNEL VIEW SURGERY WEST HOE SURGERY WESTBANK PRACTICE DEAN CROSS SURGERY WYNDHAM HOUSE SURGERY SEATON & COLYTON MEDICAL PRACTICE WEMBURY SURGERY BUDSHEAD MEDICAL PRACTICE TORRINGTON HEALTH CENTRE BRADWORTHY SURGERY HEAVITREE PRACTICE CHILCOTE PRACTICE SOUTHWAY SURGERY AXMINSTER MEDICAL PRACTICE ASHBURTON SURGERY IMPERIAL SURGERY LITCHDON MEDICAL CENTRE MID DEVON MEDICAL PRACTICE WOODBURY SURGERY ISCA MEDICAL PRACTICE SOUTHOVER MEDICAL PRACTICE BARNFIELD HILL SURGERY PINHOE SURGERY WALLINGBROOK HEALTH CENTRE FOXHAYES PRACTICE HALDON HOUSE SURGERY CASTLE GARDENS SURGERY COMBE COASTAL PRACTICE 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 not take it Of those who declined an appointment, percentage who went on to do something else Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% CCG 60% National 50% 40% *% 30% 20% 10% 0% *% *% Got an Called an NHS Went to A&E appointment for helpline, such as a different day NHS 111 *% *% Spoke to a pharmacist *% *% *% Went to or Decided to contacted contact my another NHS practice another service time Comparisons are indicative only: differences may not be statistically significant Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34, 909); CCG 2020 (466) 40 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% *% *% Looked for information online *% *% Spoke to a Didn’t see or friend or family speak to anyone member

Overall experience of making an appointment Q 22. Overall, how would you describe your experience of making an appointment? CCG’s results over time CCG’s results 9% 4% 35% 15% % Good Very good Fairly good Neither good nor poor Fairly poor 37% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor 74 00 72 11 2018 Comparison of results 2019 13 2020 National 72% 65% Good 13% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 40% 99% 66% 74% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (13, 680); CCG 2019 (14, 715); Practice bases range from 25 to 147; CCG bases range from 6, 596 to 13, 680 41 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 42 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (13, 680); Practice bases range from 25 to 147 BOVEY TRACEY & CHUDLEIGH PRACTICE DEVONPORT HEALTH CENTRE YEALM MEDICAL CENTRE CCG CLAREMONT MEDICAL PRACTICE CRICKETFIELD SURGERY CCG PEVERELL PARK SURGERY TAVYSIDE HEALTH CENTRE Practices DARTMOUTH MEDICAL PRACTICE MANNAMEAD SURGERY TEIGNMOUTH MEDICAL PRACTICE BARTON SURGERY WYCLIFFE SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment TOPSHAM SURGERY CLOCK TOWER SURGERY ESTOVER SURGERY OLD FARM SURGERY RUBY COUNTRY MEDICAL GROUP KNOWLE HOUSE SURGERY IDE LANE SURGERY ROBOROUGH SURGERY COLLEGE SURGERY PARTNERSHIP OKEHAMPTON MEDICAL CENTRE WOODA SURGERY CORNER PLACE SURGERY ST LEONARDS PRACTICE OAKSIDE SURGERY PEMBROKE MEDICAL GROUP CROFT HALL MEDICAL PRACTICE ST NEOTS SURGERY ST THOMAS MEDICAL GROUP LISSON GROVE MEDICAL CTR. FRIARY HOUSE SURGERY MAYFIELD MEDICAL CENTRE CHURCH VIEW SURGERY ALBANY SURGERY CHELSTON HALL SURGERY BRUNEL MEDICAL PRACTICE CASTLE PLACE PRACTICE PATHFIELDS MEDICAL GROUP BEACON MEDICAL GROUP CRANBROOK MEDICAL PRACTICE MAYFLOWER MEDICAL GROUP BEAUMONT VILLA SURGERY Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 43 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (13, 680); Practice bases range from 25 to 147 BUCKFASTLEIGH MEDICAL CENTRE LEATSIDE SURGERY BARNFIELD HILL SURGERY CCG HILL BARTON SURGERY YELVERTON SURGERY ISCA MEDICAL PRACTICE CHIDDENBROOK SURGERY BLACKDOWN PRACTICE Practices KINGSKERSWELL & IPPLEPEN MED PRACTICE DEAN CROSS SURGERY IMPERIAL SURGERY HALDON HOUSE SURGERY BRAMBLEHAIES SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment MODBURY HEALTH CENTRE MOUNT PLEASANT HEALTH CENTRE RALEIGH SURGERY SOUTH LAWN MEDICAL PRACTICE SOUTHERNHAY HOUSE SURGERY SOUTHOVER MEDICAL PRACTICE BOW MEDICAL PRACTICE BIDEFORD MEDICAL CENTRE DEVON SQUARE SURGERY SOUTHWAY SURGERY ST. LEVAN SURGERY WHIPTON SURGERY COLERIDGE MEDICAL CENTRE BRANNAM MEDICAL CENTRE SID VALLEY PRACTICE FREMINGTON MEDICAL CENTRE NORTHAM SURGERY NORTH ROAD WEST MED. CTR. WONFORD GREEN SURGERY CHILLINGTON HEALTH CENTRE NEW VALLEY PRACTICE STOKE SURGERY HONITON SURGERY ADELAIDE STREET SURGERY SAMPFORD PEVERELL SURGERY BUDSHEAD MEDICAL PRACTICE CAEN MEDICAL CENTRE NORTON BROOK MEDICAL CENTRE KINGSTEIGNTON MEDICAL PRACTICE ELM SURGERY QUEEN'S MEDICAL CENTRE Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 44 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (13, 680); Practice bases range from 25 to 147 HARTLAND SURGERY CHAGFORD HEALTH CENTRE Practices BLACK TORRINGTON SURGERY CHERITON BISHOP SURGERY SOUTH BRENT HEALTH CENTRE CATHERINE HOUSE SURGERY WYNDHAM HOUSE SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment MORETONHAMPSTEAD HEALTH CENTRE TORRINGTON HEALTH CENTRE WEMBURY SURGERY WOODBURY SURGERY CHILCOTE PRACTICE BRADWORTHY SURGERY REDFERN HEALTH CENTRE ROLLE MEDICAL PARTNERSHIP FOXHAYES PRACTICE TEIGN ESTUARY MEDICAL GROUP HEAVITREE PRACTICE WESTBANK PRACTICE WEST HOE SURGERY AMICUS HEALTH WALLINGBROOK HEALTH CENTRE MID DEVON MEDICAL PRACTICE ASHBURTON SURGERY CHANNEL VIEW SURGERY LYNTON HEALTH CENTRE PINHOE SURGERY AXMINSTER MEDICAL PRACTICE BUDLEIGH SALTERTON MEDICAL PRACTICE SEATON & COLYTON MEDICAL PRACTICE BUCKLAND SURGERY COMBE COASTAL PRACTICE SOUTH MOLTON MEDICAL CENTRE CASTLE GARDENS SURGERY COMPASS HOUSE MEDICAL CENTRES TOWNSEND HOUSE MEDICAL CENTRE LITCHDON MEDICAL CENTRE ABBEY SURGERY 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 45 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 2% 3% 2% Listening to you Treating you with care and concern 7% 6% 7% 35% 33% 31% 55% 58% 59% Giving you enough time Very poor Very good Giving you enough time Very good Listening to you Good Neither good nor poor Treating you with care and concern Poor Very poor Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (678, 664; 676, 845; 676, 130); CCG 2020 (13, 949; 13, 866; 13, 908) 46 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 5% 3% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 3% 4% 23% 29% 74% 67% 29% 66% No, not at all Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (603, 943; 667, 229; 663, 675); CCG 2020 (12, 506; 13, 787; 13, 719) 47 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 11% Yes, definitely 31% 58% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 % No 90 00 89 10 2018 Comparison of results 2019 Practice range within CCG – % Yes 11 2020 CCG National 89% 85% Yes 11% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 65% 100% 88% 91% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (277, 005); CCG 2020 (5, 301); CCG 2019 (5, 657); Practice bases range from 22 to 72; CCG bases range from 2, 525 to 5, 301 48 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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

Support with managing long-term conditions, disabilities, or illnesses Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 18% Yes, definitely 47% 34% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 % No 82 82 18 00 2018 Comparison of results 2019 18 2020 National 82% 77% Yes 18% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 49% 100% 79% 83% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (5, 959); CCG 2019 (6, 412); Practice bases range from 23 to 70; CCG bases range from 2, 875 to 5, 959 50 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 51 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (5, 959); Practice bases range from 23 to 70 IMPERIAL SURGERY HALDON HOUSE SURGERY SOUTH LAWN MEDICAL PRACTICE CCG LYNTON HEALTH CENTRE WALLINGBROOK HEALTH CENTRE DEAN CROSS SURGERY CRICKETFIELD SURGERY WONFORD GREEN SURGERY Practices YEALM MEDICAL CENTRE MAYFIELD MEDICAL CENTRE BRADWORTHY SURGERY MODBURY HEALTH CENTRE HILL BARTON SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) CHELSTON HALL SURGERY WYCLIFFE SURGERY BUCKFASTLEIGH MEDICAL CENTRE RUBY COUNTRY MEDICAL GROUP ELM SURGERY BEAUMONT VILLA SURGERY QUEEN'S MEDICAL CENTRE PEMBROKE MEDICAL GROUP WOODA SURGERY RALEIGH SURGERY ESTOVER SURGERY OKEHAMPTON MEDICAL CENTRE TEIGNMOUTH MEDICAL PRACTICE NORTH ROAD WEST MED. CTR. ST NEOTS SURGERY KNOWLE HOUSE SURGERY ROBOROUGH SURGERY FRIARY HOUSE SURGERY MAYFLOWER MEDICAL GROUP BUDSHEAD MEDICAL PRACTICE PATHFIELDS MEDICAL GROUP OAKSIDE SURGERY ADELAIDE STREET SURGERY CASTLE PLACE PRACTICE SOUTHOVER MEDICAL PRACTICE ST. LEVAN SURGERY STOKE SURGERY BEACON MEDICAL GROUP CLOCK TOWER SURGERY LISSON GROVE MEDICAL CTR. CRANBROOK MEDICAL PRACTICE Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 52 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (5, 959); Practice bases range from 23 to 70 SAMPFORD PEVERELL SURGERY CASTLE GARDENS SURGERY COLLEGE SURGERY PARTNERSHIP CCG AMICUS HEALTH KINGSKERSWELL & IPPLEPEN MED PRACTICE TORRINGTON HEALTH CENTRE MID DEVON MEDICAL PRACTICE NEW VALLEY PRACTICE Practices CHANNEL VIEW SURGERY YELVERTON SURGERY ISCA MEDICAL PRACTICE CAEN MEDICAL CENTRE COLERIDGE MEDICAL CENTRE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) ASHBURTON SURGERY KINGSTEIGNTON MEDICAL PRACTICE HONITON SURGERY MANNAMEAD SURGERY NORTON BROOK MEDICAL CENTRE DEVON SQUARE SURGERY AXMINSTER MEDICAL PRACTICE BARTON SURGERY FOXHAYES PRACTICE DEVONPORT HEALTH CENTRE BRANNAM MEDICAL CENTRE WESTBANK PRACTICE SOUTHWAY SURGERY TAVYSIDE HEALTH CENTRE BUCKLAND SURGERY CATHERINE HOUSE SURGERY ST THOMAS MEDICAL GROUP CHILLINGTON HEALTH CENTRE CHERITON BISHOP SURGERY CHURCH VIEW SURGERY SOUTHERNHAY HOUSE SURGERY FREMINGTON MEDICAL CENTRE CLAREMONT MEDICAL PRACTICE ROLLE MEDICAL PARTNERSHIP BLACKDOWN PRACTICE CROFT HALL MEDICAL PRACTICE BRUNEL MEDICAL PRACTICE CCG TEIGN ESTUARY MEDICAL GROUP COMPASS HOUSE MEDICAL CENTRES TOPSHAM SURGERY Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 53 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (5, 959); Practice bases range from 23 to 70 BLACK TORRINGTON SURGERY CHAGFORD HEALTH CENTRE Practices REDFERN HEALTH CENTRE BIDEFORD MEDICAL CENTRE WHIPTON SURGERY WEMBURY SURGERY ABBEY SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) OLD FARM SURGERY SOUTH MOLTON MEDICAL CENTRE WOODBURY SURGERY LITCHDON MEDICAL CENTRE BOW MEDICAL PRACTICE HARTLAND SURGERY DARTMOUTH MEDICAL PRACTICE PINHOE SURGERY BUDLEIGH SALTERTON MEDICAL PRACTICE PEVERELL PARK SURGERY CHILCOTE PRACTICE MOUNT PLEASANT HEALTH CENTRE MORETONHAMPSTEAD HEALTH CENTRE SEATON & COLYTON MEDICAL PRACTICE WYNDHAM HOUSE SURGERY WEST HOE SURGERY NORTHAM SURGERY CORNER PLACE SURGERY CHIDDENBROOK SURGERY BOVEY TRACEY & CHUDLEIGH PRACTICE ST LEONARDS PRACTICE HEAVITREE PRACTICE SOUTH BRENT HEALTH CENTRE TOWNSEND HOUSE MEDICAL CENTRE BRAMBLEHAIES SURGERY COMBE COASTAL PRACTICE IDE LANE SURGERY SID VALLEY PRACTICE LEATSIDE SURGERY ALBANY SURGERY BARNFIELD HILL SURGERY Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? 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 54 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results 9% CCG’s results over time Very satisfied 5% 27% 18% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 40% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 13 2018 CCG National 68% 63% 68 Satisfied 14 14% 19% Dissatisfied 71 00 Comparison of results 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 32% 94% 62% 69% *Those who say ‘I’m not sure when I can get an appointment’ (3%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (13, 530); CCG 2019 (14, 482); Practice bases range from 28 to 159; CCG bases range from 6, 534 to 13, 530 55 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 56 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (13, 530); Practice bases range from 28 to 159 CCG YEALM MEDICAL CENTRE DEVONPORT HEALTH CENTRE CCG CAEN MEDICAL CENTRE COLERIDGE MEDICAL CENTRE RUBY COUNTRY MEDICAL GROUP CRICKETFIELD SURGERY TAVYSIDE HEALTH CENTRE Practices CLOCK TOWER SURGERY TEIGNMOUTH MEDICAL PRACTICE SAMPFORD PEVERELL SURGERY PEMBROKE MEDICAL GROUP QUEEN'S MEDICAL CENTRE Percentage of patients saying they are ‘satisfied’ with the appointment times available IDE LANE SURGERY BOVEY TRACEY & CHUDLEIGH PRACTICE NORTH ROAD WEST MED. CTR. ST THOMAS MEDICAL GROUP ESTOVER SURGERY ROBOROUGH SURGERY ST LEONARDS PRACTICE TOPSHAM SURGERY PEVERELL PARK SURGERY HONITON SURGERY CROFT HALL MEDICAL PRACTICE OAKSIDE SURGERY BRUNEL MEDICAL PRACTICE WOODA SURGERY COLLEGE SURGERY PARTNERSHIP KNOWLE HOUSE SURGERY OKEHAMPTON MEDICAL CENTRE ST NEOTS SURGERY LISSON GROVE MEDICAL CTR. CHELSTON HALL SURGERY DARTMOUTH MEDICAL PRACTICE FRIARY HOUSE SURGERY MAYFIELD MEDICAL CENTRE BEACON MEDICAL GROUP CASTLE PLACE PRACTICE ALBANY SURGERY CHURCH VIEW SURGERY PATHFIELDS MEDICAL GROUP MAYFLOWER MEDICAL GROUP BEAUMONT VILLA SURGERY CRANBROOK 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 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 57 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (13, 530); Practice bases range from 28 to 159 BARNFIELD HILL SURGERY TEIGN ESTUARY MEDICAL GROUP RALEIGH SURGERY CCG CASTLE GARDENS SURGERY YELVERTON SURGERY MODBURY HEALTH CENTRE WALLINGBROOK HEALTH CENTRE ABBEY SURGERY Practices BRANNAM MEDICAL CENTRE MOUNT PLEASANT HEALTH CENTRE BUCKFASTLEIGH MEDICAL CENTRE MID DEVON MEDICAL PRACTICE BOW MEDICAL PRACTICE Percentage of patients saying they are ‘satisfied’ with the appointment times available BRAMBLEHAIES SURGERY HILL BARTON SURGERY WHIPTON SURGERY BUDSHEAD MEDICAL PRACTICE BIDEFORD MEDICAL CENTRE SID VALLEY PRACTICE BLACKDOWN PRACTICE DEAN CROSS SURGERY KINGSTEIGNTON MEDICAL PRACTICE CHILLINGTON HEALTH CENTRE NEW VALLEY PRACTICE AMICUS HEALTH SOUTH LAWN MEDICAL PRACTICE MANNAMEAD SURGERY SOUTHERNHAY HOUSE SURGERY DEVON SQUARE SURGERY KINGSKERSWELL & IPPLEPEN MED PRACTICE ADELAIDE STREET SURGERY CORNER PLACE SURGERY TOWNSEND HOUSE MEDICAL CENTRE NORTHAM SURGERY AXMINSTER MEDICAL PRACTICE BARTON SURGERY ST. LEVAN SURGERY NORTON BROOK MEDICAL CENTRE FREMINGTON MEDICAL CENTRE ELM SURGERY OLD FARM SURGERY SOUTH MOLTON MEDICAL CENTRE WYCLIFFE SURGERY CLAREMONT 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 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 58 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (13, 530); Practice bases range from 28 to 159 BLACK TORRINGTON SURGERY CATHERINE HOUSE SURGERY Practices CHERITON BISHOP SURGERY CHILCOTE PRACTICE REDFERN HEALTH CENTRE SOUTH BRENT HEALTH CENTRE MORETONHAMPSTEAD HEALTH CENTRE Percentage of patients saying they are ‘satisfied’ with the appointment times available ASHBURTON SURGERY WEMBURY SURGERY WYNDHAM HOUSE SURGERY CHANNEL VIEW SURGERY WOODBURY SURGERY CHAGFORD HEALTH CENTRE HARTLAND SURGERY LYNTON HEALTH CENTRE TORRINGTON HEALTH CENTRE WEST HOE SURGERY WESTBANK PRACTICE BRADWORTHY SURGERY SOUTHOVER MEDICAL PRACTICE HEAVITREE PRACTICE COMPASS HOUSE MEDICAL CENTRES BUDLEIGH SALTERTON MEDICAL PRACTICE STOKE SURGERY ROLLE MEDICAL PARTNERSHIP SOUTHWAY SURGERY SEATON & COLYTON MEDICAL PRACTICE FOXHAYES PRACTICE HALDON HOUSE SURGERY PINHOE SURGERY LITCHDON MEDICAL CENTRE BUCKLAND SURGERY WONFORD GREEN SURGERY IMPERIAL SURGERY ISCA MEDICAL PRACTICE COMBE COASTAL PRACTICE CHIDDENBROOK SURGERY LEATSIDE SURGERY 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 questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 59 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? 73% I contacted an NHS service by telephone 62% 33% A healthcare professional called me back A healthcare professional visited me at home 25% 9% 5% 37% I went to A&E 11% 13% I saw a pharmacist I went to another general practice service 4% 8% 12% 16% I went to another NHS service Can't remember 3% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (2, 379) 60 © Ipsos MORI 19 -071809 -01 | Version 1 | Public CCG National

Time taken to receive care or advice when GP practice is closed Q 46. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 32% It was about right It took too long 68% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 74 68 26 00 2018 32 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 63% 72% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (124, 765); CCG 2020 (2, 266); CCG 2019 (2, 578); CCG bases range from 1, 063 to 2, 266 61 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 68% 63% About right 32% 37% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 8% Yes, definitely 39% 53% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 00 92 8 6 2018 CCG % No 94 2019 Comparison of results 2020 National 92% 91% Yes 8% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 89% 94% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (125, 059); CCG 2020 (2, 264); CCG 2019 (2, 639); CCG bases range from 1, 041 to 2, 264 62 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of services when GP practice is closed Q 48. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good 8% Very good 6% 38% 13% Fairly good Neither good nor poor Fairly poor 35% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor 77 00 73 14 10 2018 2019 2020 Comparison of results CCG National 73% 67% Good 14% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 69% 77% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (128, 756); CCG 2020 (2, 323); CCG 2019 (2, 616); CCG bases range from 1, 065 to 2, 323 63 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

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

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

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

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

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

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