NHS DUDLEY CCG Latest survey results July 2019

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NHS DUDLEY CCG Latest survey results July 2019 publication Version 1| Public 1 ©

NHS DUDLEY 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 DUDLEY CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS DUDLEY CCG, 14, 851 questionnaires were sent out, and 4, 806 were returned completed. This represents a response rate of 32%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

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

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

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

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

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

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

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

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

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results over time % Good 10% 4% Comparison of results % Poor 100 Very good 90 80 Fairly good 84 84 70 44% 60 Neither good nor poor 40% Very poor 30 20 10 0 6 6 2018 2019 84% 83% Good 6% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 58% 96% 73% 91% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (4, 737); CCG 2018 (4, 747); Practice bases range from 56 to 138; CCG bases range from 1, 313 to 15, 937 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 73% to 91% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 1, 313 to 15, 937 %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 96% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 56 to 138 %Good = %Very good + %Fairly good 11 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (760, 037); CCG 2019 (4, 737); Practice bases range from 56 to 138 MEADOWBROOK SURGERY QUARRY BANK MEDICAL CENTRE EVE HILL MEDICAL PRACTICE CCG HIGH OAK SURGERY PEDMORE MEDICAL PRACTICE LOWER GORNAL MEDICAL PRACTICE THE SUMMERHILL SURGERY RANGEWAYS ROAD SURGERY Practices NORTHWAY MEDICAL CENTRE THE RIDGEWAY SURGERY ST JAMES MEDICAL PRACTICE 1 CLEMENT ROAD MEDICAL PRACTICE LINKS MEDICAL PRACTICE Percentage of patients saying ‘good’ MOSS GROVE SURGERY NETHERTON HEALTH CENTRE LAPAL MEDICAL PRACTICE ALEXANDRA MEDICAL CENTRE QUINCY RISE SURGERY HALESOWEN MEDICAL PRACTICE THREE VILLAGES MEDICAL PRACTICE CROSS STREET HEALTH CENTRE FELDON LANE PRACTICE LION HEALTH BATH STREET MEDICAL CENTRE WYCHBURY MEDICAL GROUP WORDSLEY GREEN HEALTH CENTRE CCG STOURSIDE MEDICAL PRACTICE ST JAMES MEDICAL PRACTICE 2 THE LIMES SURGERY MEDICAL CENTRE WOODSETTON MEDICAL CENTRE KINGSWINFORD MEDICAL PRACTICE THORNS ROAD SURGERY DUDLEY WOOD SURGERY THE GREENS HEALTH CENTRE COSELEY MEDICAL CENTRE STEPPINGSTONES MEDICAL PRACTICE DR. B. K. PRASHARA BEAN MEDICAL PRACTICE AW SURGERIES CASTLE MEADOWS SURGERY THE WATERFRONT SURGERY KEELINGE HOUSE CENTRAL CLINIC 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 13 © Ipsos MORI 18 -042653 -01 | Version 1 |

Local GP services 13 © 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 14% 19% Very easy Fairly easy 21% Not very easy 47% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 65 64 36 35 2018 2019 Practice range in CCG – % Easy National 65% 68% Easy 35% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 27% 99% 55% 80% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (4, 634); CCG 2018 (4, 664); Practice bases range from 56 to 135; CCG bases range from 1, 279 to 15, 682 14 © 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 15 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 15 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (4, 634); Practice bases range from 56 to 135 LINKS MEDICAL PRACTICE QUARRY BANK MEDICAL CENTRE THE SUMMERHILL SURGERY CCG PEDMORE MEDICAL PRACTICE THE RIDGEWAY SURGERY EVE HILL MEDICAL PRACTICE THORNS ROAD SURGERY NETHERTON HEALTH CENTRE Practices FELDON LANE PRACTICE STOURSIDE MEDICAL PRACTICE CROSS STREET HEALTH CENTRE LAPAL MEDICAL PRACTICE NORTHWAY MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to get through to someone on the phone ALEXANDRA MEDICAL CENTRE RANGEWAYS ROAD SURGERY MEADOWBROOK SURGERY CLEMENT ROAD MEDICAL PRACTICE HIGH OAK SURGERY LOWER GORNAL MEDICAL PRACTICE HALESOWEN MEDICAL PRACTICE ST JAMES MEDICAL PRACTICE 1 CENTRAL CLINIC QUINCY RISE SURGERY MOSS GROVE SURGERY DR. B. K. PRASHARA DUDLEY WOOD SURGERY BATH STREET MEDICAL CENTRE WORDSLEY GREEN HEALTH CENTRE ST JAMES MEDICAL PRACTICE 2 CCG KEELINGE HOUSE CASTLE MEADOWS SURGERY THE WATERFRONT SURGERY COSELEY MEDICAL CENTRE THREE VILLAGES MEDICAL PRACTICE BEAN MEDICAL PRACTICE THE LIMES SURGERY MEDICAL CENTRE KINGSWINFORD MEDICAL PRACTICE THE GREENS HEALTH CENTRE WYCHBURY MEDICAL GROUP WOODSETTON MEDICAL CENTRE STEPPINGSTONES MEDICAL PRACTICE LION HEALTH AW SURGERIES 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 8% Very helpful 41% Fairly helpful Not very helpful 50% Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not helpful 90 88 12 10 2018 2019 National 90% 89% Helpful 10% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 75% 98% 82% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (4, 693); CCG 2018 (4, 719); Practice bases range from 56 to 135; CCG bases range from 1, 289 to 15, 837 16 © 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 17 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (4, 693); Practice bases range from 56 to 135 CLEMENT ROAD MEDICAL PRACTICE QUARRY BANK MEDICAL CENTRE LAPAL MEDICAL PRACTICE CCG RANGEWAYS ROAD SURGERY THE SUMMERHILL SURGERY DUDLEY WOOD SURGERY LINKS MEDICAL PRACTICE LOWER GORNAL MEDICAL PRACTICE Practices MEADOWBROOK SURGERY HIGH OAK SURGERY QUINCY RISE SURGERY PEDMORE MEDICAL PRACTICE WYCHBURY MEDICAL GROUP Percentage of patients saying receptionists at the GP practice are ‘helpful’ FELDON LANE PRACTICE DR. B. K. PRASHARA THREE VILLAGES MEDICAL PRACTICE MOSS GROVE SURGERY ALEXANDRA MEDICAL CENTRE ST JAMES MEDICAL PRACTICE 1 HALESOWEN MEDICAL PRACTICE NORTHWAY MEDICAL CENTRE NETHERTON HEALTH CENTRE LION HEALTH THE RIDGEWAY SURGERY EVE HILL MEDICAL PRACTICE ST JAMES MEDICAL PRACTICE 2 KINGSWINFORD MEDICAL PRACTICE THORNS ROAD SURGERY WORDSLEY GREEN HEALTH CENTRE CCG CROSS STREET HEALTH CENTRE STOURSIDE MEDICAL PRACTICE COSELEY MEDICAL CENTRE THE LIMES SURGERY MEDICAL CENTRE AW SURGERIES CASTLE MEADOWS SURGERY STEPPINGSTONES MEDICAL PRACTICE BATH STREET MEDICAL CENTRE CENTRAL CLINIC THE WATERFRONT SURGERY WOODSETTON MEDICAL CENTRE BEAN MEDICAL PRACTICE KEELINGE HOUSE THE GREENS HEALTH CENTRE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 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 18 © Ipsos MORI 18 -042653 -01 | Version 1

Access to online services 18 © 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 60 50 Practice range within CCG *% *% *% 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 (746, 334); CCG 2019 (4, 645); Practice bases range from 52 to 133 19 © Ipsos MORI 18 -042653 -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

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 30 National *% 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 (754, 767); CCG 2019 (4, 699); Practice bases range from 55 to 135 20 © Ipsos MORI 18 -042653 -01 | Version 1 | Public *% 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% 12% 28% Very easy Fairly easy Not very easy 56% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 84 84 16 16 2018 2019 CCG National 84% 77% Easy 16% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 61% 97% 66% 84% *Those who say ‘Haven’t tried’ (62%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (1, 520); CCG 2018 (1, 415); Practice bases range from 14 to 66; CCG bases range from 429 to 5, 200 21 © 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 22 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 22 Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (1, 520); Practice bases range from 14 to 66 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy HIGH OAK SURGERY THE RIDGEWAY SURGERY MEADOWBROOK SURGERY CCG THE SUMMERHILL SURGERY LOWER GORNAL MEDICAL PRACTICE LION HEALTH MOSS GROVE SURGERY NORTHWAY MEDICAL CENTRE Practices RANGEWAYS ROAD SURGERY THORNS ROAD SURGERY EVE HILL MEDICAL PRACTICE WORDSLEY GREEN HEALTH CENTRE PEDMORE MEDICAL PRACTICE Percentage of patients saying it is ‘easy’ to use their GP practice’s website LAPAL MEDICAL PRACTICE WOODSETTON MEDICAL CENTRE ST JAMES MEDICAL PRACTICE 1 KINGSWINFORD MEDICAL PRACTICE CCG LINKS MEDICAL PRACTICE NETHERTON HEALTH CENTRE THE GREENS HEALTH CENTRE STOURSIDE MEDICAL PRACTICE QUARRY BANK MEDICAL CENTRE CLEMENT ROAD MEDICAL PRACTICE CROSS STREET HEALTH CENTRE HALESOWEN MEDICAL PRACTICE ALEXANDRA MEDICAL CENTRE WYCHBURY MEDICAL GROUP FELDON LANE PRACTICE KEELINGE HOUSE CENTRAL CLINIC DR. B. K. PRASHARA QUINCY RISE SURGERY ST JAMES MEDICAL PRACTICE 2 AW SURGERIES THE LIMES SURGERY MEDICAL CENTRE CASTLE MEADOWS SURGERY STEPPINGSTONES MEDICAL PRACTICE COSELEY MEDICAL CENTRE THE WATERFRONT SURGERY THREE VILLAGES MEDICAL PRACTICE BATH STREET MEDICAL CENTRE DUDLEY WOOD SURGERY BEAN MEDICAL 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%

Making an appointment 23 © Ipsos MORI 18 -042653 -01 | Version 1 |

Making an appointment 23 © 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 13% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 55% 10% No, I was not offered a choice of appointment 36% Comparison of results % No 64 63 37 36 2018 2019 National 64% 62% Yes 36% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 40% 94% 55% 67% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (3, 675); CCG 2018 (3, 708); Practice bases range from 45 to 117; CCG bases range from 1, 013 to 12, 430 24 © 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 25 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 25 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (3, 675); Practice bases range from 45 to 117 THE SUMMERHILL SURGERY LINKS MEDICAL PRACTICE RANGEWAYS ROAD SURGERY CCG THE RIDGEWAY SURGERY WYCHBURY MEDICAL GROUP ST JAMES MEDICAL PRACTICE 1 PEDMORE MEDICAL PRACTICE ALEXANDRA MEDICAL CENTRE Practices NETHERTON HEALTH CENTRE HIGH OAK SURGERY THORNS ROAD SURGERY QUARRY BANK MEDICAL CENTRE EVE HILL MEDICAL PRACTICE Percentage of patients saying ‘yes’ they were offered a choice of appointment MEADOWBROOK SURGERY CROSS STREET HEALTH CENTRE STOURSIDE MEDICAL PRACTICE QUINCY RISE SURGERY FELDON LANE PRACTICE LAPAL MEDICAL PRACTICE ST JAMES MEDICAL PRACTICE 2 THE LIMES SURGERY MEDICAL CENTRE WORDSLEY GREEN HEALTH CENTRE DR. B. K. PRASHARA CCG NORTHWAY MEDICAL CENTRE CLEMENT ROAD MEDICAL PRACTICE THE GREENS HEALTH CENTRE MOSS GROVE SURGERY BATH STREET MEDICAL CENTRE BEAN MEDICAL PRACTICE WOODSETTON MEDICAL CENTRE LOWER GORNAL MEDICAL PRACTICE LION HEALTH DUDLEY WOOD SURGERY HALESOWEN MEDICAL PRACTICE THE WATERFRONT SURGERY COSELEY MEDICAL CENTRE CENTRAL CLINIC KINGSWINFORD MEDICAL PRACTICE THREE VILLAGES MEDICAL PRACTICE STEPPINGSTONES MEDICAL PRACTICE CASTLE MEADOWS SURGERY AW SURGERIES KEELINGE HOUSE 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 7% Yes, and I accepted an appointment 22% No, but I still took an appointment 71% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 73 Comparison of results % No 29 2018 National 71% 74% Yes, took appt 71 27 CCG 2019 Yes, took appt 22% 20% No, took appt 7% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 45% 92% 65% 85% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (4, 424); CCG 2018 (4, 434); Practice bases range from 54 to 133; CCG bases range from 1, 213 to 14, 932 26 © 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 27 Comparisons

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 27 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 (4, 424); Practice bases range from 54 to 133 THE SUMMERHILL SURGERY THE RIDGEWAY SURGERY RANGEWAYS ROAD SURGERY CCG ST JAMES MEDICAL PRACTICE 1 EVE HILL MEDICAL PRACTICE NETHERTON HEALTH CENTRE ST JAMES MEDICAL PRACTICE 2 HIGH OAK SURGERY Practices LAPAL MEDICAL PRACTICE LOWER GORNAL MEDICAL PRACTICE THORNS ROAD SURGERY PEDMORE MEDICAL PRACTICE NORTHWAY MEDICAL CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered ALEXANDRA MEDICAL CENTRE QUARRY BANK MEDICAL CENTRE DUDLEY WOOD SURGERY CROSS STREET HEALTH CENTRE MOSS GROVE SURGERY MEADOWBROOK SURGERY LINKS MEDICAL PRACTICE BATH STREET MEDICAL CENTRE FELDON LANE PRACTICE WORDSLEY GREEN HEALTH CENTRE STOURSIDE MEDICAL PRACTICE CLEMENT ROAD MEDICAL PRACTICE LION HEALTH THREE VILLAGES MEDICAL PRACTICE CCG KINGSWINFORD MEDICAL PRACTICE THE LIMES SURGERY MEDICAL CENTRE QUINCY RISE SURGERY COSELEY MEDICAL CENTRE WOODSETTON MEDICAL CENTRE THE GREENS HEALTH CENTRE WYCHBURY MEDICAL GROUP DR. B. K. PRASHARA THE WATERFRONT SURGERY AW SURGERIES CENTRAL CLINIC STEPPINGSTONES MEDICAL PRACTICE BEAN MEDICAL PRACTICE HALESOWEN MEDICAL PRACTICE KEELINGE HOUSE CASTLE MEADOWS 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 (247) 28 © 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 6% % Good Very good 12% 27% Fairly good Neither good nor poor 17% Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 65 64 18 17 2018 2019 National 65% 67% Good 18% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 39% 89% 56% 79% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (4, 360); CCG 2018 (4, 382); Practice bases range from 52 to 131; CCG bases range from 1, 190 to 14, 825 29 © 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 30 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 30 Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (4, 360); Practice bases range from 52 to 131 RANGEWAYS ROAD SURGERY THE SUMMERHILL SURGERY NETHERTON HEALTH CENTRE CCG ST JAMES MEDICAL PRACTICE 1 THE RIDGEWAY SURGERY LINKS MEDICAL PRACTICE HIGH OAK SURGERY EVE HILL MEDICAL PRACTICE Practices NORTHWAY MEDICAL CENTRE THORNS ROAD SURGERY LOWER GORNAL MEDICAL PRACTICE MEADOWBROOK SURGERY QUARRY BANK MEDICAL CENTRE Percentage of patients saying they had a ‘good’ experience of making an appointment CROSS STREET HEALTH CENTRE CLEMENT ROAD MEDICAL PRACTICE LAPAL MEDICAL PRACTICE ALEXANDRA MEDICAL CENTRE PEDMORE MEDICAL PRACTICE ST JAMES MEDICAL PRACTICE 2 MOSS GROVE SURGERY FELDON LANE PRACTICE QUINCY RISE SURGERY STOURSIDE MEDICAL PRACTICE COSELEY MEDICAL CENTRE DUDLEY WOOD SURGERY CCG WYCHBURY MEDICAL GROUP LION HEALTH BATH STREET MEDICAL CENTRE THE LIMES SURGERY MEDICAL CENTRE BEAN MEDICAL PRACTICE THE GREENS HEALTH CENTRE HALESOWEN MEDICAL PRACTICE WORDSLEY GREEN HEALTH CENTRE WOODSETTON MEDICAL CENTRE DR. B. K. PRASHARA THREE VILLAGES MEDICAL PRACTICE KINGSWINFORD MEDICAL PRACTICE CENTRAL CLINIC STEPPINGSTONES MEDICAL PRACTICE KEELINGE HOUSE THE WATERFRONT SURGERY CASTLE MEADOWS SURGERY AW SURGERIES 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 31 © Ipsos MORI 18 -042653 -01

Perceptions of care at patients’ last appointment 31 © 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 10% 8% 10% 40% 38% 36% 47% 51% 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 (4, 488; 4, 469; 4, 483) 32 © 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% 4% 5% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 4% 5% 28% 31% 68% 64% 34% 60% 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 (3, 966; 4, 407; 4, 428) 33 © 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 11% Yes, definitely 34% 55% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 89% 86% Yes 11% 14% No No % No 90 89 11 10 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 59% 100% 79% 93% 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 (1, 849); CCG 2018 (1, 831); Practice bases range from 30 to 63; CCG bases range from 456 to 6, 716 34 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 35 © Ipsos MORI 18 -042653 -01 | Version 1 |

Managing health conditions 35 © 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 20% 40% Yes, definitely Yes, to some extent No, not at all 40% 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 84 80 20 16 2018 2019 National 80% 78% Yes 20% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 55% 98% 72% 85% 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 (1, 934); CCG 2018 (1, 954); Practice bases range from 17 to 73; CCG bases range from 547 to 6, 388 36 © 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 37 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 37 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 (1, 934); Practice bases range from 17 to 73 RANGEWAYS ROAD SURGERY STOURSIDE MEDICAL PRACTICE QUINCY RISE SURGERY CCG MEADOWBROOK SURGERY THE RIDGEWAY SURGERY LOWER GORNAL MEDICAL PRACTICE NORTHWAY MEDICAL CENTRE WOODSETTON MEDICAL CENTRE Practices WYCHBURY MEDICAL GROUP WORDSLEY GREEN HEALTH CENTRE MOSS GROVE SURGERY CLEMENT ROAD MEDICAL PRACTICE ST JAMES MEDICAL PRACTICE 2 Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) HIGH OAK SURGERY CROSS STREET HEALTH CENTRE FELDON LANE PRACTICE THREE VILLAGES MEDICAL PRACTICE THE GREENS HEALTH CENTRE CCG THORNS ROAD SURGERY LION HEALTH BATH STREET MEDICAL CENTRE QUARRY BANK MEDICAL CENTRE HALESOWEN MEDICAL PRACTICE BEAN MEDICAL PRACTICE THE SUMMERHILL SURGERY KINGSWINFORD MEDICAL PRACTICE EVE HILL MEDICAL PRACTICE LINKS MEDICAL PRACTICE ST JAMES MEDICAL PRACTICE 1 PEDMORE MEDICAL PRACTICE THE LIMES SURGERY MEDICAL CENTRE ALEXANDRA MEDICAL CENTRE CASTLE MEADOWS SURGERY NETHERTON HEALTH CENTRE COSELEY MEDICAL CENTRE LAPAL MEDICAL PRACTICE THE WATERFRONT SURGERY KEELINGE HOUSE STEPPINGSTONES MEDICAL PRACTICE DUDLEY WOOD SURGERY DR. B. K. PRASHARA CENTRAL CLINIC AW SURGERIES 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 38 © Ipsos MORI 18 -042653 -01 |

Satisfaction with general practice appointment times 38 © 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 over time Very satisfied 8% 10% % Satisfied 21% Fairly satisfied Neither satisfied nor dissatisfied 17% Fairly dissatisfied 44% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Dissatisfied 65 64 18 17 2018 2019 Practice range in CCG – % Satisfied CCG National 65% Satisfied 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 46% 87% 58% 75% *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 (4, 339); CCG 2018 (4, 399); Practice bases range from 54 to 128; CCG bases range from 1, 191 to 14, 745 39 © 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 40 Base:

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 40 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (4, 339); Practice bases range from 54 to 128 RANGEWAYS ROAD SURGERY THE RIDGEWAY SURGERY HIGH OAK SURGERY CCG CROSS STREET HEALTH CENTRE LINKS MEDICAL PRACTICE NETHERTON HEALTH CENTRE QUARRY BANK MEDICAL CENTRE EVE HILL MEDICAL PRACTICE Practices ALEXANDRA MEDICAL CENTRE ST JAMES MEDICAL PRACTICE 1 THE SUMMERHILL SURGERY NORTHWAY MEDICAL CENTRE LOWER GORNAL MEDICAL PRACTICE Percentage of patients saying they are ‘satisfied’ with the appointment times available LAPAL MEDICAL PRACTICE CLEMENT ROAD MEDICAL PRACTICE PEDMORE MEDICAL PRACTICE THORNS ROAD SURGERY BEAN MEDICAL PRACTICE FELDON LANE PRACTICE BATH STREET MEDICAL CENTRE MEADOWBROOK SURGERY MOSS GROVE SURGERY ST JAMES MEDICAL PRACTICE 2 CCG THE LIMES SURGERY MEDICAL CENTRE WORDSLEY GREEN HEALTH CENTRE THE WATERFRONT SURGERY STOURSIDE MEDICAL PRACTICE COSELEY MEDICAL CENTRE WOODSETTON MEDICAL CENTRE THE GREENS HEALTH CENTRE QUINCY RISE SURGERY WYCHBURY MEDICAL GROUP AW SURGERIES KINGSWINFORD MEDICAL PRACTICE DUDLEY WOOD SURGERY HALESOWEN MEDICAL PRACTICE LION HEALTH CENTRAL CLINIC DR. B. K. PRASHARA STEPPINGSTONES MEDICAL PRACTICE KEELINGE HOUSE THREE VILLAGES MEDICAL PRACTICE CASTLE MEADOWS 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. 41 © 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? I contacted an NHS service by telephone 63% 20% 25% A healthcare professional called me back A healthcare professional visited me at home 4% 5% 48% I went to A&E 37% 15% 12% I saw a pharmacist I went to another general practice service 3% 8% 17% I went to another NHS service Can't remember CCG 56% 4% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (772) 42 © Ipsos MORI 18 -042653 -01 | Version 1 | Public 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 38% It was about right 62% It took too long 100 90 80 70 60 50 40 30 20 10 0 % Took too long 62 58 42 38 2019 Local CCG range – % About right Lowest Performing Highest Performing 54% 75% 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 (717); CCG 2018 (784); CCG bases range from 221 to 3, 154 43 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 62% 66% About right 38% 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 11% 41% Yes, definitely Yes, to some extent 48% No, not at all 100 90 80 70 60 50 40 30 20 10 0 91 % No 89 11 9 2018 2019 Comparison of results CCG National 89% 91% Yes 11% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 89% 93% 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 (739); CCG 2018 (797); CCG bases range from 227 to 3, 255 44 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

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

Overall experience of services when GP practice is closed Q 48. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good Very good 7% 9% 26% 16% Fairly good Neither good nor poor Fairly poor 42% Very poor 100 90 80 70 60 50 40 30 20 10 0 68 % Poor 68 16 12 2018 2019 Comparison of results CCG National 68% 69% Good 16% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 63% 75% 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 (742); CCG 2018 (804); CCG bases range from 226 to 3, 298 45 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 46 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Statistical reliability 46 © 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. 47 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Want to know more? 48 © Ipsos MORI 18 -042653 -01 | Version 1

Want to know more? 48 © 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% 49 © 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. 50 © 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. 51 © Ipsos MORI 18 -042653 -01 | Version 1 | Public