NHS DORSET CCG Latest survey results July 2019

  • Slides: 60
Download presentation
NHS DORSET CCG Latest survey results July 2019 publication Version 1| Public 1 ©

NHS DORSET CCG Latest survey results July 2019 publication Version 1| Public 1 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Contents Background, introduction and guidance Overall experience of GP practice Local GP services Access to online services Making an appointment Perceptions of care at patients’ last appointment Managing health conditions Satisfaction with general practice appointment times Services when GP practice is closed Statistical reliability Want to know more? 2 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

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

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

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gp-patient. co. uk/. • This slide pack presents some of the key results for NHS DORSET CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS DORSET CCG, 23, 255 questionnaires were sent out, and 10, 419 were returned completed. This represents a response rate of 45%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services • The data provide a snapshot of patient experience at a given time, and are updated annually. • Given the consistency of the survey across organisations, GPPS can be used as one element of evidence. • It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys. • This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. • This pack includes trend data, beginning in 2018. Following the extensive changes to the questionnaire in 2018, all questions at CCG and practice level are not comparable prior to this year. - Making an appointment - Your last appointment - Overall experience - Your health - When your GP practice is closed - NHS Dentistry - Some questions about you • • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations. The survey has limitations: - Sample sizes at practice level are relatively small. The survey does not include qualitative data which limits the detail provided by the results. 5 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Guidance on how to use the data The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services: • Comparison of a CCG’s results against the national average: this allows benchmarking of the results to identify whether the CCG is performing well, poorly, or in line with others. The CCG may wish to focus on areas where it compares less favourably. • Considering questions where there is a larger range in responses among practices or CCGs: this highlights areas in which greater improvements may be possible, as some CCGs or practices are performing significantly better than others nearby. The CCG may wish to focus on areas with a larger range in the results. • Comparison of practices’ results within a CCG: this can identify practices within a CCG that seem to be over-performing or under-performing compared with others. The CCG may wish to work with individual practices: those that are performing particularly well may be able to highlight best practice, while those performing less well may be able to improve their performance. *Images used in this slide are for example purposes only 6 © Ipsos MORI 18 -042653 -01 | Version 1 | Public *

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

Interpreting the results • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • All comparisons are indicative only. Differences may not be statistically significant – particularly when comparing practices due to low numbers of responses. • For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. • Maps: CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. • Trends: 100% • Latest / 2019: refers to the July 2019 publication (fieldwork January to March 2019) 2018: refers to the August 2018 publication (fieldwork January to March 2018) For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI 18 -042653 -01 | Version 1 | Public * More than 0% but less than 0. 5% When fewer than 10 patients respond Where results do not sum to 100%, or where individual responses (e. g. fairly good; very good) do not sum to combined responses (e. g. very/fairly good) this is due to rounding, or cases where multiple responses are allowed.

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

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

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

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results over time % Good 8% 3% Comparison of results % Poor 100 Very good 90 80 Fairly good 89 87 70 60 33% 54% Neither good nor poor Very poor 30 20 10 0 4 3 2018 2019 87% 83% Good 4% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 58% 100% 85% 88% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (10, 284); CCG 2018 (9, 898); Practice bases range from 95 to 143; CCG bases range from 7, 090 to 15, 808 9 © Ipsos MORI National 50 40 Fairly poor CCG 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other local CCGs Q 31. Overall,

Overall experience: how the CCG’s results compare to other local CCGs Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 85% 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 7, 090 to 15, 808 %Good = %Very good + %Fairly good 10 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 58% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 95 to 143 %Good = %Very good + %Fairly good 11 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

ALMA PARTNERSHIP 0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public

ALMA PARTNERSHIP 0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (760, 037); CCG 2019 (10, 284); Practice bases range from 95 to 143 ROYAL CRESCENT SURGERY CARLISLE HOUSE SURGERY MOORDOWN MEDICAL CENTRE CCG EAGLE HOUSE SURGERY MALTHOUSE MEADOWS SURGERY THE ROSEMARY HEALTH CTR WHITECLIFF GROUP PRACTICE POOLE ROAD MEDICAL CENTRE Practices THE BIRCHWOOD PRACTICE VILLAGE SURGERY THE HADLEIGH PRACTICE THE APPLES MEDICAL CENTRE JAMES FISHER MEDICAL CENTRE Percentage of patients saying ‘good’ WOODLEA HOUSE SURGERY THE BRIDGES MEDICAL CTR. ABBOTSBURY ROAD SURGERY SWANAGE MEDICAL PRACTICE CCG LEYBOURNE SURGERY ATRIUM HEALTH CENTRE FARMHOUSE SURGERY BRIDPORT MEDICAL CENTRE LYME REGIS MEDICAL CENTRE WALFORD MILL MEDICAL CENTRE KINSON ROAD MEDICAL CENTRE CANFORD HEATH GROUP PRACT WESTBOURNE MEDICAL CENTRE PROVIDENCE SURGERY BLACKMORE VALE PARTNERSHIP GROVE SURGERY HEATHERVIEW MEDICAL CTR. THE WELLBRIDGE PRACTICE LILLIPUT SURGERY THE PANTON PRACTICE WEST MOORS GROUP PRACTICE ROYAL MANOR HEALTH CARE THE BANKS & BEARWOOD MEDICAL CENTRE TALBOT MEDICAL CENTRE BARTON HOUSE MED PRACTICE CHRISTCHURCH MEDICAL PRACTICE THE MARINE & OAKRIDGE PARTNERSHIP LONGFLEET HOUSE SURGERY SHELLEY MANOR HOLDENHURST MEDICAL CENTRE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 13 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (760, 037); CCG 2019 (10, 284); Practice bases range from 95 to 143 PUDDLETOWN SURGERY CCG CORFE CASTLE SURGERY BUTE HOUSE CHARMOUTH MEDICAL PRACTICE QUEENS AVENUE SURGERY FORDINGTON SURGERY Practices DENMARK ROAD MEDICAL CENTRE THE DORCHESTER RD SURGERY CROSS ROAD SURGERY SOUTHBOURNE PRACTICE ORCHID HOUSE SURGERY Percentage of patients saying ‘good’ DR NEWMAN LYME BAY MEDICAL PRACTICE ST ALBANS MEDICAL CENTRE WYKE REGIS & LANEHOUSE MEDICAL PRACTICE YETMINSTER MEDICAL CENTRE THE BARCELLOS FAMILY PRACTICE LITTLEDOWN SURGERY STOUR SURGERY WESSEX ROAD SURGERY MILTON ABBAS SURGERY HIGHCLIFFE MEDICAL CENTRE THE OLD DISPENSARY SANDFORD SURGERY GILLINGHAM MEDICAL PRACTICE POUND PIECE & TUNNEL ROAD SURGERIES POOLE TOWN SURGERY PENNY'S HILL PRACTICE CERNE ABBAS SURGERY THE HARVEY PRACTICE BERE REGIS SURGERY PARKSTONE TOWER PRACTICE THE PRINCE OF WALES SURGERY THE CRANBORNE PRACTICE BEAUFORT ROAD SURGERY WAREHAM SURGERY THE ADAM PRACTICE EVERGREEN OAK SURGERY POUNDBURY DOCTORS SURGERY QUARTERJACK SURGERY NEWLAND SURGERY THE VERWOOD 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

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

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

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

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 6% 13% 30% Very easy Fairly easy Not very easy 51% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 84 81 19 16 2018 2019 Practice range in CCG – % Easy National 81% 68% Easy 19% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 33% 100% 72% 81% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (10, 050); CCG 2018 (9, 712); Practice bases range from 91 to 144; CCG bases range from 6, 946 to 15, 455 15 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 16 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 16 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (10, 050); Practice bases range from 91 to 144 QUARTERJACK SURGERY ROYAL CRESCENT SURGERY NEWLAND SURGERY CCG WYKE REGIS & LANEHOUSE MEDICAL PRACTICE POOLE ROAD MEDICAL CENTRE PENNY'S HILL PRACTICE KINSON ROAD MEDICAL CENTRE WOODLEA HOUSE SURGERY Practices THE BIRCHWOOD PRACTICE BEAUFORT ROAD SURGERY LILLIPUT SURGERY WESTBOURNE MEDICAL CENTRE THE ADAM PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone VILLAGE SURGERY CANFORD HEATH GROUP PRACT THE HADLEIGH PRACTICE WHITECLIFF GROUP PRACTICE CCG PROVIDENCE SURGERY GILLINGHAM MEDICAL PRACTICE HEATHERVIEW MEDICAL CTR. THE PANTON PRACTICE BRIDPORT MEDICAL CENTRE WEST MOORS GROUP PRACTICE BLACKMORE VALE PARTNERSHIP THE DORCHESTER RD SURGERY ATRIUM HEALTH CENTRE WALFORD MILL MEDICAL CENTRE THE CRANBORNE PRACTICE ABBOTSBURY ROAD SURGERY THE BANKS & BEARWOOD MEDICAL CENTRE GROVE SURGERY LEYBOURNE SURGERY FARMHOUSE SURGERY PARKSTONE TOWER PRACTICE LONGFLEET HOUSE SURGERY THE MARINE & OAKRIDGE PARTNERSHIP BARTON HOUSE MED PRACTICE SHELLEY MANOR HOLDENHURST MEDICAL CENTRE ORCHID HOUSE SURGERY ALMA PARTNERSHIP ROYAL MANOR HEALTH CARE TALBOT MEDICAL CENTRE CHRISTCHURCH MEDICAL 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 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 18 -042653 -01 | Version 1 | Public 17 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (10, 050); Practice bases range from 91 to 144 THE OLD DISPENSARY CCG CORFE CASTLE SURGERY MALTHOUSE MEADOWS SURGERY DENMARK ROAD MEDICAL CENTRE PUDDLETOWN SURGERY BUTE HOUSE Practices CROSS ROAD SURGERY POOLE TOWN SURGERY MOORDOWN MEDICAL CENTRE BERE REGIS SURGERY LYME BAY MEDICAL PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone THE PRINCE OF WALES SURGERY SANDFORD SURGERY CHARMOUTH MEDICAL PRACTICE EVERGREEN OAK SURGERY STOUR SURGERY MILTON ABBAS SURGERY THE APPLES MEDICAL CENTRE DR NEWMAN THE BARCELLOS FAMILY PRACTICE FORDINGTON SURGERY THE VERWOOD SURGERY POUND PIECE & TUNNEL ROAD SURGERIES POUNDBURY DOCTORS SURGERY CERNE ABBAS SURGERY THE ROSEMARY HEALTH CTR THE WELLBRIDGE PRACTICE LYME REGIS MEDICAL CENTRE THE BRIDGES MEDICAL CTR. JAMES FISHER MEDICAL CENTRE YETMINSTER MEDICAL CENTRE QUEENS AVENUE SURGERY WAREHAM SURGERY LITTLEDOWN SURGERY SOUTHBOURNE PRACTICE WESSEX ROAD SURGERY THE HARVEY PRACTICE EAGLE HOUSE SURGERY HIGHCLIFFE MEDICAL CENTRE SWANAGE MEDICAL PRACTICE ST ALBANS MEDICAL CENTRE CARLISLE HOUSE 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

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

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 5% Very helpful Fairly helpful 41% 52% Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not helpful 93 93 7 7 2018 2019 National 93% 89% Helpful 7% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 74% 100% 92% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (10, 167); CCG 2018 (9, 804); Practice bases range from 94 to 144; CCG bases range from 6, 994 to 15, 613 18 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 19 Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (10, 167); Practice bases range from 94 to 144 WESTBOURNE MEDICAL CENTRE THE ADAM PRACTICE PROVIDENCE SURGERY CCG GILLINGHAM MEDICAL PRACTICE LEYBOURNE SURGERY JAMES FISHER MEDICAL CENTRE THE HADLEIGH PRACTICE NEWLAND SURGERY Practices THE VERWOOD SURGERY HIGHCLIFFE MEDICAL CENTRE THE DORCHESTER RD SURGERY QUARTERJACK SURGERY CANFORD HEATH GROUP PRACT Percentage of patients saying receptionists at the GP practice are ‘helpful’ PARKSTONE TOWER PRACTICE CCG LYME REGIS MEDICAL CENTRE BLACKMORE VALE PARTNERSHIP ABBOTSBURY ROAD SURGERY ROYAL MANOR HEALTH CARE WOODLEA HOUSE SURGERY THE BANKS & BEARWOOD MEDICAL CENTRE VILLAGE SURGERY THE ROSEMARY HEALTH CTR SHELLEY MANOR HOLDENHURST MEDICAL CENTRE SWANAGE MEDICAL PRACTICE GROVE SURGERY THE BIRCHWOOD PRACTICE WALFORD MILL MEDICAL CENTRE WEST MOORS GROUP PRACTICE BRIDPORT MEDICAL CENTRE FARMHOUSE SURGERY CHRISTCHURCH MEDICAL PRACTICE KINSON ROAD MEDICAL CENTRE POOLE ROAD MEDICAL CENTRE LILLIPUT SURGERY HEATHERVIEW MEDICAL CTR. TALBOT MEDICAL CENTRE BARTON HOUSE MED PRACTICE LONGFLEET HOUSE SURGERY THE PANTON PRACTICE THE WELLBRIDGE PRACTICE ALMA PARTNERSHIP ATRIUM HEALTH CENTRE THE MARINE & OAKRIDGE PARTNERSHIP 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 18 -042653 -01 | Version 1 | Public 20 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 20 Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (10, 167); Practice bases range from 94 to 144 PUDDLETOWN SURGERY CCG CORFE CASTLE SURGERY THE HARVEY PRACTICE YETMINSTER MEDICAL CENTRE QUEENS AVENUE SURGERY CHARMOUTH MEDICAL PRACTICE Practices FORDINGTON SURGERY MALTHOUSE MEADOWS SURGERY BUTE HOUSE STOUR SURGERY POOLE TOWN SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ MILTON ABBAS SURGERY WHITECLIFF GROUP PRACTICE ORCHID HOUSE SURGERY THE OLD DISPENSARY DENMARK ROAD MEDICAL CENTRE THE BARCELLOS FAMILY PRACTICE EVERGREEN OAK SURGERY CROSS ROAD SURGERY THE BRIDGES MEDICAL CTR. PENNY'S HILL PRACTICE CERNE ABBAS SURGERY MOORDOWN MEDICAL CENTRE EAGLE HOUSE SURGERY ROYAL CRESCENT SURGERY DR NEWMAN LYME BAY MEDICAL PRACTICE POUNDBURY DOCTORS SURGERY LITTLEDOWN SURGERY SOUTHBOURNE PRACTICE WYKE REGIS & LANEHOUSE MEDICAL PRACTICE THE PRINCE OF WALES SURGERY ST ALBANS MEDICAL CENTRE BERE REGIS SURGERY WAREHAM SURGERY SANDFORD SURGERY POUND PIECE & TUNNEL ROAD SURGERIES THE CRANBORNE PRACTICE CARLISLE HOUSE SURGERY WESSEX ROAD SURGERY THE APPLES MEDICAL CENTRE BEAUFORT ROAD SURGERY Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

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

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

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

Awareness of online services Percentage aware of online services offered by GP practice Q 4. As far as you know, which of the following online services does your GP practice offer? 100 90 80 70 Practice range within CCG 60 50 40 *% *% *% National 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 (746, 334); CCG 2019 (10, 081); Practice bases range from 91 to 142 22 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public *% None of these Don't know

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

Online service use Percentage used online services in past 12 months Q 5. Which of the following general practice online services have you used in the past 12 months? 100 90 *% 80 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (754, 767); CCG 2019 (10, 193); Practice bases range from 92 to 140 23 18 -042653 -01 | Version 1 | Public *% Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% None of these

Ease of use of online services Q 6. How easy is it to use

Ease of use of online services Q 6. How easy is it to use your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 5% 13% 31% Very easy Fairly easy Not very easy 51% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 83 82 18 17 2018 2019 CCG National 82% 77% Easy 18% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 47% 98% 78% 82% *Those who say ‘Haven’t tried’ (65%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 418); CCG 2018 (3, 093); Practice bases range from 18 to 67; CCG bases range from 2, 170 to 5, 345 24 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 25 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 25 Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 418); Practice bases range from 18 to 67 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy LILLIPUT SURGERY QUARTERJACK SURGERY THE WELLBRIDGE PRACTICE CCG ROYAL MANOR HEALTH CARE THE BARCELLOS FAMILY PRACTICE PENNY'S HILL PRACTICE TALBOT MEDICAL CENTRE EAGLE HOUSE SURGERY Practices WALFORD MILL MEDICAL CENTRE THE BRIDGES MEDICAL CTR. STOUR SURGERY CCG LYME REGIS MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website LYME BAY MEDICAL PRACTICE MOORDOWN MEDICAL CENTRE WAREHAM SURGERY THE ADAM PRACTICE POUND PIECE & TUNNEL ROAD SURGERIES SOUTHBOURNE PRACTICE PARKSTONE TOWER PRACTICE THE BIRCHWOOD PRACTICE JAMES FISHER MEDICAL CENTRE WEST MOORS GROUP PRACTICE WHITECLIFF GROUP PRACTICE CANFORD HEATH GROUP PRACT QUEENS AVENUE SURGERY THE PANTON PRACTICE ATRIUM HEALTH CENTRE PROVIDENCE SURGERY GROVE SURGERY WOODLEA HOUSE SURGERY BEAUFORT ROAD SURGERY CHRISTCHURCH MEDICAL PRACTICE WESTBOURNE MEDICAL CENTRE ALMA PARTNERSHIP LEYBOURNE SURGERY FARMHOUSE SURGERY SWANAGE MEDICAL PRACTICE SHELLEY MANOR HOLDENHURST MEDICAL CENTRE KINSON ROAD MEDICAL CENTRE THE BANKS & BEARWOOD MEDICAL CENTRE THE MARINE & OAKRIDGE PARTNERSHIP LONGFLEET HOUSE SURGERY ABBOTSBURY ROAD SURGERY Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 26 Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 418); Practice bases range from 18 to 67 PUDDLETOWN SURGERY CCG HIGHCLIFFE MEDICAL CENTRE EVERGREEN OAK SURGERY POUNDBURY DOCTORS SURGERY BERE REGIS SURGERY LITTLEDOWN SURGERY Practices FORDINGTON SURGERY WYKE REGIS & LANEHOUSE MEDICAL PRACTICE POOLE ROAD MEDICAL CENTRE THE DORCHESTER RD SURGERY WESSEX ROAD SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website THE PRINCE OF WALES SURGERY CHARMOUTH MEDICAL PRACTICE THE APPLES MEDICAL CENTRE MALTHOUSE MEADOWS SURGERY BUTE HOUSE POOLE TOWN SURGERY CERNE ABBAS SURGERY CARLISLE HOUSE SURGERY YETMINSTER MEDICAL CENTRE CROSS ROAD SURGERY THE HARVEY PRACTICE ST ALBANS MEDICAL CENTRE THE CRANBORNE PRACTICE MILTON ABBAS SURGERY NEWLAND SURGERY DR NEWMAN THE HADLEIGH PRACTICE ORCHID HOUSE SURGERY THE OLD DISPENSARY CORFE CASTLE SURGERY THE ROSEMARY HEALTH CTR ROYAL CRESCENT SURGERY SANDFORD SURGERY GILLINGHAM MEDICAL PRACTICE DENMARK ROAD MEDICAL CENTRE BLACKMORE VALE PARTNERSHIP HEATHERVIEW MEDICAL CTR. VILLAGE SURGERY BRIDPORT MEDICAL CENTRE THE VERWOOD SURGERY BARTON HOUSE MED PRACTICE 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% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

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

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

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

Choice of appointment Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG’s results over time CCG’s results Yes, a choice of place % Yes 14% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 59% 12% No, I was not offered a choice of appointment 32% 69 Comparison of results % No 68 32 31 2018 2019 National 68% 62% Yes 32% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 41% 95% 63% 68% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (8, 180); CCG 2018 (7, 905); Practice bases range from 67 to 122; CCG bases range from 5, 521 to 12, 461 28 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 29 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 29 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (8, 180); Practice bases range from 67 to 122 KINSON ROAD MEDICAL CENTRE WHITECLIFF GROUP PRACTICE THE BARCELLOS FAMILY PRACTICE CCG THE DORCHESTER RD SURGERY THE BIRCHWOOD PRACTICE POUND PIECE & TUNNEL ROAD SURGERIES SOUTHBOURNE PRACTICE CCG Practices WALFORD MILL MEDICAL CENTRE QUARTERJACK SURGERY CANFORD HEATH GROUP PRACT WAREHAM SURGERY THE BANKS & BEARWOOD MEDICAL CENTRE Percentage of patients saying ‘yes’ they were offered a choice of appointment TALBOT MEDICAL CENTRE HIGHCLIFFE MEDICAL CENTRE THE ADAM PRACTICE ORCHID HOUSE SURGERY NEWLAND SURGERY LONGFLEET HOUSE SURGERY THE ROSEMARY HEALTH CTR LITTLEDOWN SURGERY THE HADLEIGH PRACTICE MOORDOWN MEDICAL CENTRE WEST MOORS GROUP PRACTICE WESTBOURNE MEDICAL CENTRE PARKSTONE TOWER PRACTICE POOLE ROAD MEDICAL CENTRE SWANAGE MEDICAL PRACTICE PROVIDENCE SURGERY HEATHERVIEW MEDICAL CTR. ABBOTSBURY ROAD SURGERY BRIDPORT MEDICAL CENTRE ATRIUM HEALTH CENTRE THE WELLBRIDGE PRACTICE GROVE SURGERY BLACKMORE VALE PARTNERSHIP BARTON HOUSE MED PRACTICE LEYBOURNE SURGERY CHRISTCHURCH MEDICAL PRACTICE ROYAL MANOR HEALTH CARE LILLIPUT SURGERY ALMA PARTNERSHIP WOODLEA HOUSE SURGERY THE MARINE & OAKRIDGE PARTNERSHIP Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 30 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (8, 180); Practice bases range from 67 to 122 EAGLE HOUSE SURGERY CCG DENMARK ROAD MEDICAL CENTRE CORFE CASTLE SURGERY PUDDLETOWN SURGERY POOLE TOWN SURGERY DR NEWMAN Practices CERNE ABBAS SURGERY THE OLD DISPENSARY FORDINGTON SURGERY CHARMOUTH MEDICAL PRACTICE ST ALBANS MEDICAL CENTRE Percentage of patients saying ‘yes’ they were offered a choice of appointment CROSS ROAD SURGERY WYKE REGIS & LANEHOUSE MEDICAL PRACTICE BERE REGIS SURGERY POUNDBURY DOCTORS SURGERY THE APPLES MEDICAL CENTRE SANDFORD SURGERY THE CRANBORNE PRACTICE ROYAL CRESCENT SURGERY YETMINSTER MEDICAL CENTRE BUTE HOUSE MILTON ABBAS SURGERY THE BRIDGES MEDICAL CTR. QUEENS AVENUE SURGERY EVERGREEN OAK SURGERY BEAUFORT ROAD SURGERY THE VERWOOD SURGERY PENNY'S HILL PRACTICE GILLINGHAM MEDICAL PRACTICE LYME BAY MEDICAL PRACTICE STOUR SURGERY WESSEX ROAD SURGERY JAMES FISHER MEDICAL CENTRE VILLAGE SURGERY SHELLEY MANOR HOLDENHURST MEDICAL CENTRE MALTHOUSE MEADOWS SURGERY LYME REGIS MEDICAL CENTRE THE PANTON PRACTICE FARMHOUSE SURGERY THE PRINCE OF WALES SURGERY CARLISLE HOUSE SURGERY THE HARVEY 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’

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

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG’s results over time % Yes 4% 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 81 Comparison of results % No 79 2018 National 79% 74% Yes, took appt 21 19 CCG 2019 Yes, took appt 16% 20% No, took appt 4% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 53% 99% 78% 81% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (9, 756); CCG 2018 (9, 438); Practice bases range from 89 to 137; CCG bases range from 6, 649 to 14, 862 31 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 32 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (9, 756); Practice bases range from 89 to 137 LEYBOURNE SURGERY LITTLEDOWN SURGERY THE CRANBORNE PRACTICE CCG MOORDOWN MEDICAL CENTRE THE BIRCHWOOD PRACTICE WESTBOURNE MEDICAL CENTRE BRIDPORT MEDICAL CENTRE WALFORD MILL MEDICAL CENTRE Practices ABBOTSBURY ROAD SURGERY THE ROSEMARY HEALTH CTR PARKSTONE TOWER PRACTICE CCG SHELLEY MANOR HOLDENHURST MEDICAL CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered LYME REGIS MEDICAL CENTRE THE BRIDGES MEDICAL CTR. ATRIUM HEALTH CENTRE VILLAGE SURGERY POUND PIECE & TUNNEL ROAD SURGERIES FARMHOUSE SURGERY QUARTERJACK SURGERY THE VERWOOD SURGERY CANFORD HEATH GROUP PRACT WHITECLIFF GROUP PRACTICE PROVIDENCE SURGERY LILLIPUT SURGERY POOLE ROAD MEDICAL CENTRE THE DORCHESTER RD SURGERY JAMES FISHER MEDICAL CENTRE LONGFLEET HOUSE SURGERY SWANAGE MEDICAL PRACTICE WEST MOORS GROUP PRACTICE GROVE SURGERY TALBOT MEDICAL CENTRE BLACKMORE VALE PARTNERSHIP THE BANKS & BEARWOOD MEDICAL CENTRE THE MARINE & OAKRIDGE PARTNERSHIP THE WELLBRIDGE PRACTICE ALMA PARTNERSHIP WOODLEA HOUSE SURGERY HEATHERVIEW MEDICAL CTR. THE PANTON PRACTICE CHRISTCHURCH MEDICAL PRACTICE BARTON HOUSE MED PRACTICE ROYAL MANOR HEALTH CARE Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 33 Comparisons

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 33 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (9, 756); Practice bases range from 89 to 137 THE OLD DISPENSARY CCG QUEENS AVENUE SURGERY CORFE CASTLE SURGERY CROSS ROAD SURGERY YETMINSTER MEDICAL CENTRE LYME BAY MEDICAL PRACTICE Practices STOUR SURGERY ST ALBANS MEDICAL CENTRE CERNE ABBAS SURGERY FORDINGTON SURGERY PUDDLETOWN SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered BERE REGIS SURGERY CHARMOUTH MEDICAL PRACTICE DENMARK ROAD MEDICAL CENTRE GILLINGHAM MEDICAL PRACTICE BUTE HOUSE EAGLE HOUSE SURGERY THE APPLES MEDICAL CENTRE HIGHCLIFFE MEDICAL CENTRE ROYAL CRESCENT SURGERY THE PRINCE OF WALES SURGERY POOLE TOWN SURGERY PENNY'S HILL PRACTICE THE BARCELLOS FAMILY PRACTICE POUNDBURY DOCTORS SURGERY WYKE REGIS & LANEHOUSE MEDICAL PRACTICE SANDFORD SURGERY THE HARVEY PRACTICE DR NEWMAN MILTON ABBAS SURGERY THE ADAM PRACTICE ORCHID HOUSE SURGERY THE HADLEIGH PRACTICE MALTHOUSE MEADOWS SURGERY SOUTHBOURNE PRACTICE WESSEX ROAD SURGERY BEAUFORT ROAD SURGERY WAREHAM SURGERY EVERGREEN OAK SURGERY CARLISLE HOUSE SURGERY KINSON ROAD MEDICAL CENTRE NEWLAND 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%

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

What patients do when they are not satisfied with the appointment offered and do not take it Of those who declined an appointment, percentage who went on to do something else Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% CCG 60% National 50% 40% *% 30% 20% 10% 0% *% *% *% Got an Called an NHS Went to A&E appointment for helpline, such as a different day NHS 111 *% *% Spoke to a pharmacist *% *% Went to or Decided to contacted contact my another NHS practice another service time Comparisons are indicative only: differences may not be statistically significant Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34, 350); CCG 2019 (297) 34 © Ipsos MORI 18 -042653 -01 | Version 1 | Public *% *% *% Looked for information online *% *% Spoke to a Didn’t see or friend or family speak to anyone member

Overall experience of making an appointment Q 22. Overall, how would you describe your

Overall experience of making an appointment Q 22. Overall, how would you describe your experience of making an appointment? CCG’s results over time CCG’s results 8% 3% 13% % Good Very good 38% Fairly good Neither good nor poor Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 78 76 11 9 2018 2019 National 76% 67% Good 11% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 46% 100% 71% 76% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (9, 624); CCG 2018 (9, 327); Practice bases range from 85 to 137; CCG bases range from 6, 584 to 14, 715 35 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 36 Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (9, 624); Practice bases range from 85 to 137 BEAUFORT ROAD SURGERY THE BIRCHWOOD PRACTICE POUND PIECE & TUNNEL ROAD SURGERIES CCG JAMES FISHER MEDICAL CENTRE LYME REGIS MEDICAL CENTRE THE BRIDGES MEDICAL CTR. THE CRANBORNE PRACTICE SHELLEY MANOR HOLDENHURST MEDICAL CENTRE Practices WESTBOURNE MEDICAL CENTRE KINSON ROAD MEDICAL CENTRE QUARTERJACK SURGERY CCG THE HADLEIGH PRACTICE Percentage of patients saying they had a ‘good’ experience of making an appointment VILLAGE SURGERY BRIDPORT MEDICAL CENTRE WOODLEA HOUSE SURGERY WHITECLIFF GROUP PRACTICE PARKSTONE TOWER PRACTICE LEYBOURNE SURGERY THE ROSEMARY HEALTH CTR WALFORD MILL MEDICAL CENTRE ATRIUM HEALTH CENTRE CANFORD HEATH GROUP PRACT PROVIDENCE SURGERY THE DORCHESTER RD SURGERY POOLE ROAD MEDICAL CENTRE HEATHERVIEW MEDICAL CTR. FARMHOUSE SURGERY BLACKMORE VALE PARTNERSHIP LILLIPUT SURGERY THE WELLBRIDGE PRACTICE WEST MOORS GROUP PRACTICE THE PANTON PRACTICE LONGFLEET HOUSE SURGERY ABBOTSBURY ROAD SURGERY TALBOT MEDICAL CENTRE THE BANKS & BEARWOOD MEDICAL CENTRE ALMA PARTNERSHIP GROVE SURGERY THE MARINE & OAKRIDGE PARTNERSHIP SWANAGE MEDICAL PRACTICE CHRISTCHURCH MEDICAL PRACTICE ROYAL MANOR HEALTH CARE BARTON HOUSE MED PRACTICE Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 37 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 37 Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (9, 624); Practice bases range from 85 to 137 CORFE CASTLE SURGERY CCG THE OLD DISPENSARY DENMARK ROAD MEDICAL CENTRE PUDDLETOWN SURGERY CROSS ROAD SURGERY BUTE HOUSE Practices ST ALBANS MEDICAL CENTRE FORDINGTON SURGERY CHARMOUTH MEDICAL PRACTICE POOLE TOWN SURGERY MILTON ABBAS SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment LYME BAY MEDICAL PRACTICE THE PRINCE OF WALES SURGERY CERNE ABBAS SURGERY QUEENS AVENUE SURGERY STOUR SURGERY EAGLE HOUSE SURGERY YETMINSTER MEDICAL CENTRE DR NEWMAN LITTLEDOWN SURGERY BERE REGIS SURGERY ROYAL CRESCENT SURGERY SANDFORD SURGERY THE BARCELLOS FAMILY PRACTICE POUNDBURY DOCTORS SURGERY THE HARVEY PRACTICE THE APPLES MEDICAL CENTRE WAREHAM SURGERY EVERGREEN OAK SURGERY HIGHCLIFFE MEDICAL CENTRE THE ADAM PRACTICE CARLISLE HOUSE SURGERY WESSEX ROAD SURGERY GILLINGHAM MEDICAL PRACTICE PENNY'S HILL PRACTICE SOUTHBOURNE PRACTICE MOORDOWN MEDICAL CENTRE NEWLAND SURGERY WYKE REGIS & LANEHOUSE MEDICAL PRACTICE THE VERWOOD SURGERY ORCHID HOUSE SURGERY MALTHOUSE MEADOWS 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

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

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

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

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 3% 3% 3% Listening to you Treating you with care and concern 7% 6% 7% 34% 32% 31% 56% 60% 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 (717, 030; 715, 282; 717, 062); CCG 2019 (9, 848; 9, 812; 9, 843) 39 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

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

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 5% 3% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 4% 27% 3% 21% 27% 68% 75% 68% 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 (637, 385; 705, 397; 706, 338); CCG 2019 (8, 870; 9, 774; 9, 771) 40 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 9% Yes, definitely 29% 62% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 91% 86% Yes 9% 14% No No % No 91 91 9 9 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 73% 100% 89% 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 (284, 999); CCG 2019 (3, 603); CCG 2018 (3, 418); Practice bases range from 24 to 61; CCG bases range from 2, 505 to 5, 657 41 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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

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

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

Support with managing health conditions Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 17% Yes, definitely 49% 34% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 83 83 17 17 2018 2019 National 83% 78% Yes 17% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 59% 99% 80% 83% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (4, 037); CCG 2018 (3, 802); Practice bases range from 32 to 64; CCG bases range from 2, 891 to 6, 412 43 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 44 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (4, 037); Practice bases range from 32 to 64 THE ROSEMARY HEALTH CTR FARMHOUSE SURGERY DENMARK ROAD MEDICAL CENTRE CCG POUNDBURY DOCTORS SURGERY BARTON HOUSE MED PRACTICE THE BANKS & BEARWOOD MEDICAL CENTRE THE CRANBORNE PRACTICE MILTON ABBAS SURGERY Practices WESTBOURNE MEDICAL CENTRE ROYAL MANOR HEALTH CARE ORCHID HOUSE SURGERY STOUR SURGERY WAREHAM SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) BRIDPORT MEDICAL CENTRE THE VERWOOD SURGERY CCG BLACKMORE VALE PARTNERSHIP WALFORD MILL MEDICAL CENTRE LYME REGIS MEDICAL CENTRE THE BIRCHWOOD PRACTICE GILLINGHAM MEDICAL PRACTICE ROYAL CRESCENT SURGERY WEST MOORS GROUP PRACTICE GROVE SURGERY WESSEX ROAD SURGERY PARKSTONE TOWER PRACTICE EVERGREEN OAK SURGERY TALBOT MEDICAL CENTRE THE WELLBRIDGE PRACTICE THE ADAM PRACTICE ATRIUM HEALTH CENTRE ST ALBANS MEDICAL CENTRE CANFORD HEATH GROUP PRACT BEAUFORT ROAD SURGERY CROSS ROAD SURGERY SHELLEY MANOR HOLDENHURST MEDICAL CENTRE WOODLEA HOUSE SURGERY KINSON ROAD MEDICAL CENTRE CHRISTCHURCH MEDICAL PRACTICE THE MARINE & OAKRIDGE PARTNERSHIP MOORDOWN MEDICAL CENTRE PROVIDENCE SURGERY HEATHERVIEW MEDICAL CTR. ALMA PARTNERSHIP Support with managing long-term health conditions: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 45 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 45 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (4, 037); Practice bases range from 32 to 64 CORFE CASTLE SURGERY CCG DR NEWMAN BUTE HOUSE NEWLAND SURGERY EAGLE HOUSE SURGERY THE HARVEY PRACTICE Practices THE DORCHESTER RD SURGERY SWANAGE MEDICAL PRACTICE BERE REGIS SURGERY LYME BAY MEDICAL PRACTICE POUND PIECE & TUNNEL ROAD SURGERIES Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) PENNY'S HILL PRACTICE CARLISLE HOUSE SURGERY YETMINSTER MEDICAL CENTRE THE OLD DISPENSARY ABBOTSBURY ROAD SURGERY LILLIPUT SURGERY THE PRINCE OF WALES SURGERY FORDINGTON SURGERY POOLE TOWN SURGERY QUARTERJACK SURGERY QUEENS AVENUE SURGERY CHARMOUTH MEDICAL PRACTICE THE BARCELLOS FAMILY PRACTICE SOUTHBOURNE PRACTICE WYKE REGIS & LANEHOUSE MEDICAL PRACTICE THE HADLEIGH PRACTICE THE PANTON PRACTICE LITTLEDOWN SURGERY CERNE ABBAS SURGERY VILLAGE SURGERY HIGHCLIFFE MEDICAL CENTRE WHITECLIFF GROUP PRACTICE POOLE ROAD MEDICAL CENTRE SANDFORD SURGERY PUDDLETOWN SURGERY THE BRIDGES MEDICAL CTR. THE APPLES MEDICAL CENTRE MALTHOUSE MEADOWS SURGERY LEYBOURNE SURGERY LONGFLEET HOUSE SURGERY JAMES FISHER MEDICAL CENTRE Support with managing long-term health conditions: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

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

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

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

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results 9% CCG’s results over time Very satisfied 4% 29% % Satisfied Fairly satisfied 16% Neither satisfied nor dissatisfied Fairly dissatisfied 42% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 73 Comparison of results % Dissatisfied 71 13 12 2018 2019 Practice range in CCG – % Satisfied CCG National 71% 65% Satisfied 13% 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 40% 98% 66% 71% *Those who say ‘I’m not sure when I can get an appointment’ (1%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (9, 625); CCG 2018 (9, 352); Practice bases range from 83 to 137; CCG bases range from 6, 531 to 14, 482 47 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 48 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (9, 625); Practice bases range from 83 to 137 NEWLAND SURGERY EAGLE HOUSE SURGERY THE BIRCHWOOD PRACTICE CCG ORCHID HOUSE SURGERY LEYBOURNE SURGERY POUND PIECE & TUNNEL ROAD SURGERIES LYME REGIS MEDICAL CENTRE VILLAGE SURGERY Practices MOORDOWN MEDICAL CENTRE THE ROSEMARY HEALTH CTR CCG QUARTERJACK SURGERY PARKSTONE TOWER PRACTICE Percentage of patients saying they are ‘satisfied’ with the appointment times available WALFORD MILL MEDICAL CENTRE THE DORCHESTER RD SURGERY SHELLEY MANOR HOLDENHURST MEDICAL CENTRE WESTBOURNE MEDICAL CENTRE THE PANTON PRACTICE ATRIUM HEALTH CENTRE BRIDPORT MEDICAL CENTRE HEATHERVIEW MEDICAL CTR. CANFORD HEATH GROUP PRACT THE HADLEIGH PRACTICE POOLE ROAD MEDICAL CENTRE FARMHOUSE SURGERY THE VERWOOD SURGERY TALBOT MEDICAL CENTRE PROVIDENCE SURGERY BLACKMORE VALE PARTNERSHIP WEST MOORS GROUP PRACTICE WHITECLIFF GROUP PRACTICE THE MARINE & OAKRIDGE PARTNERSHIP THE BANKS & BEARWOOD MEDICAL CENTRE LILLIPUT SURGERY LONGFLEET HOUSE SURGERY ABBOTSBURY ROAD SURGERY JAMES FISHER MEDICAL CENTRE BARTON HOUSE MED PRACTICE THE WELLBRIDGE PRACTICE SWANAGE MEDICAL PRACTICE ALMA PARTNERSHIP ROYAL MANOR HEALTH CARE GROVE SURGERY CHRISTCHURCH 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 18 -042653 -01 | Version 1 | Public 49 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 49 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (9, 625); Practice bases range from 83 to 137 THE OLD DISPENSARY CCG PUDDLETOWN SURGERY DENMARK ROAD MEDICAL CENTRE CROSS ROAD SURGERY CORFE CASTLE SURGERY POOLE TOWN SURGERY Practices MILTON ABBAS SURGERY YETMINSTER MEDICAL CENTRE CHARMOUTH MEDICAL PRACTICE CERNE ABBAS SURGERY DR NEWMAN Percentage of patients saying they are ‘satisfied’ with the appointment times available FORDINGTON SURGERY EVERGREEN OAK SURGERY THE HARVEY PRACTICE THE APPLES MEDICAL CENTRE LYME BAY MEDICAL PRACTICE BUTE HOUSE QUEENS AVENUE SURGERY STOUR SURGERY WYKE REGIS & LANEHOUSE MEDICAL PRACTICE BERE REGIS SURGERY WAREHAM SURGERY ST ALBANS MEDICAL CENTRE THE PRINCE OF WALES SURGERY THE BARCELLOS FAMILY PRACTICE THE BRIDGES MEDICAL CTR. THE CRANBORNE PRACTICE KINSON ROAD MEDICAL CENTRE POUNDBURY DOCTORS SURGERY LITTLEDOWN SURGERY WESSEX ROAD SURGERY SANDFORD SURGERY CARLISLE HOUSE SURGERY HIGHCLIFFE MEDICAL CENTRE THE ADAM PRACTICE PENNY'S HILL PRACTICE ROYAL CRESCENT SURGERY MALTHOUSE MEADOWS SURGERY GILLINGHAM MEDICAL PRACTICE SOUTHBOURNE PRACTICE WOODLEA HOUSE SURGERY BEAUFORT ROAD 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? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

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

Services when GP practice is closed • The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 50 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? 69% 63% I contacted an NHS service by telephone 30% 25% A healthcare professional called me back A healthcare professional visited me at home 10% 5% 37% I went to A&E 10% 12% I saw a pharmacist I went to another general practice service 5% 8% 13% 17% I went to another NHS service Can't remember 4% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (1, 604) 51 © Ipsos MORI 18 -042653 -01 | Version 1 | Public CCG National

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

Time taken to receive care or advice when GP practice is closed Q 46. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 28% It was about right It took too long 72% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 72 70 30 28 2019 Local CCG range – % About right Lowest Performing Highest Performing 68% 74% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (130, 757); CCG 2019 (1, 535); CCG 2018 (1, 572); CCG bases range from 1, 075 to 2, 578 52 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 72% 66% About right 28% 34% Took too long

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

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 7% Yes, definitely 37% 56% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 93 % No 93 7 7 2018 2019 Comparison of results CCG National 93% 91% Yes 7% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 92% 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 (134, 437); CCG 2019 (1, 561); CCG 2018 (1, 606); CCG bases range from 1, 105 to 2, 639 53 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of services when GP practice is closed Q 48. Overall, how would

Overall experience of services when GP practice is closed Q 48. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good 7% 11% Very good 5% Fairly good 41% Neither good nor poor Fairly poor 36% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor 77 75 12 11 2018 2019 Comparison of results CCG National 77% 69% Good 12% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 70% 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 (134, 770); CCG 2019 (1, 558); CCG 2018 (1, 597); CCG bases range from 1, 096 to 2, 616 54 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

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

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

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

Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest – this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part (“true values”). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% – that is, the chances are 95 in 100 that the true value will fall within a specified range (the “ 95% confidence interval”). The table below gives examples of what the confidence intervals look like for an ‘average’ practice and CCG, as well as the confidence intervals at the national level. An example of confidence intervals (at national, CCG and practice level) based on the average number of responses to the question “Overall, how would you describe your experience of your GP practice? ” Approximate confidence intervals for percentages at or near these levels (expressed in percentage points) Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 770, 512 0. 10 0. 15 0. 16 CCG 4, 034 1. 29 1. 96 2. 14 Practice 110 6. 83 10. 06 10. 92 For example, taking a CCG where 4, 034 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1. 96 percentage points from that question’s result (i. e. between 28. 04% and 31. 96%). When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e. g. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 56 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

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

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

Further background information about the survey • The survey was sent to c. 2. 3 million adult patients registered with a GP practice. • Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone. c. 2. 3 m Surveys to adults registered with an English GP practice • Past results dating back to 2007 are available for every practice in the UK. From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009). • For more information about the survey please visit https: //gp-patient. co. uk/. • The overall response rate to the survey is 33. 1%, based on 770, 512 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. Completed surveys in the July 2019 publication • Further information on the survey including questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: https: //gp-patient. co. uk/surveysandreports. 33. 1% 58 © Ipsos MORI 18 -042653 -01 | Version 1 | Public 770, 512 National response rate

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

Where to go to do further analysis … • For reports which show the National results broken down by CCG and Practice, go to https: //gp-patient. co. uk/surveysandreports - you can also see previous years’ results here. • To look at this year’s survey data at a national, CCG or practice level, and filter on a specific participant group (e. g. by age), break down the survey results by survey question, or to create and compare different participant ‘subgroups’, go to https: //gp-patient. co. uk/analysistool/2019. • To look at results over time, and filter on a specific participant group, go to https: //gppatient. co. uk/analysistool/trends. • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/faq. 59 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

For further information about the GP Patient Survey, please get in touch with the GPPS team at Ipsos MORI at GPPatient. [email protected] com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. 60 © Ipsos MORI 18 -042653 -01 | Version 1 | Public