NHS EAST AND NORTH HERTFORDSHIRE CCG Latest survey

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NHS EAST AND NORTH HERTFORDSHIRE CCG Latest survey results July 2019 publication Version 1|

NHS EAST AND NORTH HERTFORDSHIRE 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 EAST AND NORTH HERTFORDSHIRE CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS EAST AND NORTH HERTFORDSHIRE CCG, 16, 214 questionnaires were sent out, and 6, 026 were returned completed. This represents a response rate of 37%. • 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 5% % Poor 100 Very good 90 13% 40% Comparison of results 80 Fairly good 81 80 70 60 Neither good nor poor 40% Very poor 30 20 10 0 7 7 2018 2019 80% 83% Good 7% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 49% 98% 72% 89% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (5, 949); CCG 2018 (6, 073); Practice bases range from 32 to 139; CCG bases range from 2, 240 to 10, 303 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 72% to 89% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 2, 240 to 10, 303 %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 49% to 98% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 32 to 139 %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 (5, 949); Practice bases range from 32 to 139 THE GARDEN CITY PRACTICE DOLPHIN HOUSE SURGERY HALL GROVE GROUP PRACTICE CCG SHEPHALL HEALTH CENTRE PARK LANE SURGERY CHELLS SURGERY SPRING HOUSE HEALTH WATTON PLACE CLINIC Practices HAILEY VIEW SURGERY REGAL CHAMBERS SURGERY THE PORTMILL SURGERY LISTER HOUSE SURGERY STANMORE MEDICAL GROUP Percentage of patients saying ‘good’ HIGH STREET SURGERY CUFFLEY AND GOFFS OAK MEDICAL PRACTICE CROMWELL MEDICAL CENTRE BRIDGE COTTAGE SURGERY ASHWELL SURGERY BIRCHWOOD SURGERY KNEBWORTH & MARYMEAD MEDICAL PRACTICE WRAFTON HOUSE SURGERY CCG THE SYMONDS GREEN HEALTH CENTRE WARDEN LODGE MEDICAL PRACTICE BEDWELL MEDICAL CENTRE THE MAPLES THE SOLLERSHOTT SURGERY MANOR HOUSE SURGERY CENTRAL SURGERY ABBEY ROAD SURGERY THE GARDEN CITY SURGERY WHITWELL SURGERY THE LIMES SURGERY CASTLEGATE SURGERY CHURCH STREET PARTNERSHIP PEARTREE LANE SURGERY BURVILL HOUSE SURGERY KING GEORGE SURGERY HAILEYBURY COLLEGE THE NEVELLS ROAD SURGERY WARE ROAD SURGERY WALLACE HOUSE STANHOPE SURGERY STOCKWELL LODGE MED. CTR. 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

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

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% MUCH HADHAM HEALTH CENTRE PARSONAGE SURGERY HANSCOMBE HOUSE SURGERY CHURCH STREET SURGERY ORCHARD SURGERY POTTERELLS MEDICAL CENTRE PUCKERIDGE & STANDON SURGERY SOUTH STREET SURGERY AMWELL SURGERY THE MEDICAL CENTRE BUNTINGFORD BANCROFT MEDICAL CENTRE 0% THE BALDOCK SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (760, 037); CCG 2019 (5, 949); Practice bases range from 32 to 139 13 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %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 14% 15% Very easy Fairly easy 23% Not very easy 48% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 64 63 37 36 2018 2019 Practice range in CCG – % Easy National 63% 68% Easy 37% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 22% 99% 49% 80% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (5, 801); CCG 2018 (5, 914); Practice bases range from 29 to 139; CCG bases range from 2, 194 to 10, 053 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 (5, 801); Practice bases range from 29 to 139 CUFFLEY AND GOFFS OAK MEDICAL PRACTICE REGAL CHAMBERS SURGERY KNEBWORTH & MARYMEAD MEDICAL PRACTICE CCG SPRING HOUSE HEALTH CHELLS SURGERY BANCROFT MEDICAL CENTRE DOLPHIN HOUSE SURGERY THE GARDEN CITY PRACTICE Practices PARSONAGE SURGERY THE SYMONDS GREEN HEALTH CENTRE SOUTH STREET SURGERY THE BALDOCK SURGERY STANMORE MEDICAL GROUP Percentage of patients saying it is ‘easy’ to get through to someone on the phone BEDWELL MEDICAL CENTRE CROMWELL MEDICAL CENTRE WALLACE HOUSE THE LIMES SURGERY BRIDGE COTTAGE SURGERY CCG BIRCHWOOD SURGERY WARE ROAD SURGERY HAILEY VIEW SURGERY MANOR HOUSE SURGERY CASTLEGATE SURGERY THE SOLLERSHOTT SURGERY AMWELL SURGERY WRAFTON HOUSE SURGERY CENTRAL SURGERY PARK LANE SURGERY BURVILL HOUSE SURGERY LISTER HOUSE SURGERY HALL GROVE GROUP PRACTICE WARDEN LODGE MEDICAL PRACTICE THE PORTMILL SURGERY HIGH STREET SURGERY ABBEY ROAD SURGERY KING GEORGE SURGERY THE GARDEN CITY SURGERY THE MAPLES PEARTREE LANE SURGERY STANHOPE SURGERY THE NEVELLS ROAD SURGERY CHURCH STREET PARTNERSHIP STOCKWELL LODGE MED. CTR. 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

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

Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? Percentage of patients saying it is ‘easy’ to get through to someone on the phone Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% MUCH HADHAM HEALTH CENTRE WHITWELL SURGERY HANSCOMBE HOUSE SURGERY HAILEYBURY COLLEGE CHURCH STREET SURGERY THE MEDICAL CENTRE BUNTINGFORD POTTERELLS MEDICAL CENTRE ASHWELL SURGERY WATTON PLACE CLINIC ORCHARD SURGERY SHEPHALL HEALTH CENTRE 0% PUCKERIDGE & STANDON SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (5, 801); Practice bases range from 29 to 139 17 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %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 10% 3% Very helpful 38% 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 88 88 12 12 2018 2019 National 88% 89% Helpful 12% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 63% 97% 80% 94% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (5, 864); CCG 2018 (6, 003); Practice bases range from 30 to 143; CCG bases range from 2, 209 to 10, 166 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 (5, 864); Practice bases range from 30 to 143 THE GARDEN CITY PRACTICE MUCH HADHAM HEALTH CENTRE DOLPHIN HOUSE SURGERY CCG SHEPHALL HEALTH CENTRE BANCROFT MEDICAL CENTRE ABBEY ROAD SURGERY SOUTH STREET SURGERY AMWELL SURGERY Practices PUCKERIDGE & STANDON SURGERY THE SOLLERSHOTT SURGERY BEDWELL MEDICAL CENTRE CASTLEGATE SURGERY BRIDGE COTTAGE SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ WARDEN LODGE MEDICAL PRACTICE THE SYMONDS GREEN HEALTH CENTRE CCG THE MAPLES POTTERELLS MEDICAL CENTRE KNEBWORTH & MARYMEAD MEDICAL PRACTICE BURVILL HOUSE SURGERY LISTER HOUSE SURGERY CENTRAL SURGERY BIRCHWOOD SURGERY HAILEYBURY COLLEGE CUFFLEY AND GOFFS OAK MEDICAL PRACTICE THE LIMES SURGERY SPRING HOUSE HEALTH WHITWELL SURGERY CHURCH STREET PARTNERSHIP WALLACE HOUSE HIGH STREET SURGERY CHELLS SURGERY KING GEORGE SURGERY ASHWELL SURGERY THE GARDEN CITY SURGERY CROMWELL MEDICAL CENTRE WRAFTON HOUSE SURGERY MANOR HOUSE SURGERY HAILEY VIEW SURGERY WARE ROAD SURGERY THE NEVELLS ROAD SURGERY PEARTREE LANE SURGERY STANHOPE SURGERY STOCKWELL LODGE MED. CTR. 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

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

Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? Percentage of patients saying receptionists at the GP practice are ‘helpful’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% HANSCOMBE HOUSE SURGERY CHURCH STREET SURGERY PARK LANE SURGERY ORCHARD SURGERY WATTON PLACE CLINIC STANMORE MEDICAL GROUP PARSONAGE SURGERY THE MEDICAL CENTRE BUNTINGFORD THE BALDOCK SURGERY REGAL CHAMBERS SURGERY HALL GROVE GROUP PRACTICE 0% THE PORTMILL SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (5, 864); Practice bases range from 30 to 143 20 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %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 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 (5, 840); Practice bases range from 32 to 141 22 © 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 National 30 20 *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (754, 767); CCG 2019 (5, 915); Practice bases range from 32 to 147 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 8% 21% 17% Very easy Fairly easy Not very easy 55% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 78 75 25 22 2018 2019 CCG National 75% 77% Easy 25% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 44% 94% 71% 86% *Those who say ‘Haven’t tried’ (58%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (2, 257); CCG 2018 (2, 043); Practice bases range from 22 to 69; CCG bases range from 627 to 4, 092 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 (2, 257); Practice bases range from 22 to 69 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy BEDWELL MEDICAL CENTRE REGAL CHAMBERS SURGERY WARDEN LODGE MEDICAL PRACTICE CCG PARSONAGE SURGERY STANMORE MEDICAL GROUP THE BALDOCK SURGERY SOUTH STREET SURGERY KING GEORGE SURGERY Practices BANCROFT MEDICAL CENTRE THE GARDEN CITY PRACTICE KNEBWORTH & MARYMEAD MEDICAL PRACTICE LISTER HOUSE SURGERY CUFFLEY AND GOFFS OAK MEDICAL PRACTICE Percentage of patients saying it is ‘easy’ to use their GP practice’s website HALL GROVE GROUP PRACTICE PEARTREE LANE SURGERY WHITWELL SURGERY THE MEDICAL CENTRE BUNTINGFORD PUCKERIDGE & STANDON SURGERY CCG THE MAPLES MANOR HOUSE SURGERY WATTON PLACE CLINIC HAILEY VIEW SURGERY BIRCHWOOD SURGERY CHURCH STREET PARTNERSHIP THE LIMES SURGERY POTTERELLS MEDICAL CENTRE ORCHARD SURGERY WARE ROAD SURGERY THE GARDEN CITY SURGERY HIGH STREET SURGERY CENTRAL SURGERY SPRING HOUSE HEALTH THE SYMONDS GREEN HEALTH CENTRE CROMWELL MEDICAL CENTRE ASHWELL SURGERY PARK LANE SURGERY CASTLEGATE SURGERY STOCKWELL LODGE MED. CTR. BURVILL HOUSE SURGERY WALLACE HOUSE THE NEVELLS ROAD SURGERY STANHOPE SURGERY THE SOLLERSHOTT 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%

Ease of use of online services: how the CCG’s practices compare Q 6. How

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? Percentage of patients saying it is ‘easy’ to use their GP practice’s website Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% CHURCH STREET SURGERY CHELLS SURGERY SHEPHALL HEALTH CENTRE WRAFTON HOUSE SURGERY THE PORTMILL SURGERY ABBEY ROAD SURGERY AMWELL SURGERY HANSCOMBE HOUSE SURGERY MUCH HADHAM HEALTH CENTRE DOLPHIN HOUSE SURGERY 0% BRIDGE COTTAGE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (2, 257); Practice bases range from 22 to 69 26 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %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, a choice of time or day Yes, a choice of healthcare professional % Yes 15% 47% 8% No, I was not offered a choice of appointment 44% 100 90 80 70 60 50 40 30 20 10 0 57 43 Comparison of results % No 56 44 2018 2019 National 56% 62% Yes 44% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 24% 83% 52% 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 (4, 701); CCG 2018 (4, 804); Practice bases range from 23 to 111; CCG bases range from 1, 759 to 8, 158 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 (4, 701); Practice bases range from 23 to 111 HALL GROVE GROUP PRACTICE HAILEYBURY COLLEGE AMWELL SURGERY CCG SHEPHALL HEALTH CENTRE LISTER HOUSE SURGERY DOLPHIN HOUSE SURGERY CHELLS SURGERY PUCKERIDGE & STANDON SURGERY Practices STANMORE MEDICAL GROUP ORCHARD SURGERY SOUTH STREET SURGERY ABBEY ROAD SURGERY CUFFLEY AND GOFFS OAK MEDICAL PRACTICE Percentage of patients saying ‘yes’ they were offered a choice of appointment CHURCH STREET SURGERY THE MEDICAL CENTRE BUNTINGFORD ASHWELL SURGERY WARDEN LODGE MEDICAL PRACTICE CCG HIGH STREET SURGERY THE SOLLERSHOTT SURGERY BRIDGE COTTAGE SURGERY THE LIMES SURGERY SPRING HOUSE HEALTH THE GARDEN CITY SURGERY THE SYMONDS GREEN HEALTH CENTRE CENTRAL SURGERY BIRCHWOOD SURGERY CROMWELL MEDICAL CENTRE BURVILL HOUSE SURGERY PARK LANE SURGERY KNEBWORTH & MARYMEAD MEDICAL PRACTICE CHURCH STREET PARTNERSHIP KING GEORGE SURGERY CASTLEGATE SURGERY MANOR HOUSE SURGERY WARE ROAD SURGERY STANHOPE SURGERY HAILEY VIEW SURGERY THE MAPLES THE NEVELLS ROAD SURGERY WRAFTON HOUSE SURGERY STOCKWELL LODGE MED. CTR. WALLACE HOUSE PEARTREE LANE SURGERY Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when

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? Percentage of patients saying ‘yes’ they were offered a choice of appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% MUCH HADHAM HEALTH CENTRE BEDWELL MEDICAL CENTRE POTTERELLS MEDICAL CENTRE WHITWELL SURGERY HANSCOMBE HOUSE SURGERY THE PORTMILL SURGERY PARSONAGE SURGERY WATTON PLACE CLINIC THE BALDOCK SURGERY REGAL CHAMBERS SURGERY BANCROFT MEDICAL CENTRE 0% THE GARDEN CITY PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (4, 701); Practice bases range from 23 to 111 30 © Ipsos MORI 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’

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 72 Comparison of results % No 29 2018 National 71% 74% Yes, took appt 71 28 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 47% 90% 63% 81% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (5, 587); CCG 2018 (5, 724); Practice bases range from 29 to 132; CCG bases range from 2, 087 to 9, 714 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 (5, 587); Practice bases range from 29 to 132 BANCROFT MEDICAL CENTRE HANSCOMBE HOUSE SURGERY REGAL CHAMBERS SURGERY CCG LISTER HOUSE SURGERY WHITWELL SURGERY CROMWELL MEDICAL CENTRE WRAFTON HOUSE SURGERY PARK LANE SURGERY Practices SOUTH STREET SURGERY SHEPHALL HEALTH CENTRE THE GARDEN CITY PRACTICE BEDWELL MEDICAL CENTRE CENTRAL SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered HALL GROVE GROUP PRACTICE THE GARDEN CITY SURGERY WARDEN LODGE MEDICAL PRACTICE CHELLS SURGERY PUCKERIDGE & STANDON SURGERY CCG ORCHARD SURGERY THE SYMONDS GREEN HEALTH CENTRE STANMORE MEDICAL GROUP ABBEY ROAD SURGERY WARE ROAD SURGERY ASHWELL SURGERY HIGH STREET SURGERY KNEBWORTH & MARYMEAD MEDICAL PRACTICE THE LIMES SURGERY BRIDGE COTTAGE SURGERY CASTLEGATE SURGERY KING GEORGE SURGERY CUFFLEY AND GOFFS OAK MEDICAL PRACTICE CHURCH STREET PARTNERSHIP THE MAPLES BURVILL HOUSE SURGERY BIRCHWOOD SURGERY THE NEVELLS ROAD SURGERY MANOR HOUSE SURGERY HAILEY VIEW SURGERY SPRING HOUSE HEALTH STOCKWELL LODGE MED. CTR. PEARTREE LANE SURGERY WALLACE HOUSE STANHOPE 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%

Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied

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? Percentage of patients saying ‘yes’ they were satisfied with the appointment offered 100% 90% 80% 70% 60% 50% 40% 30% 20% MUCH HADHAM HEALTH CENTRE HAILEYBURY COLLEGE POTTERELLS MEDICAL CENTRE WATTON PLACE CLINIC DOLPHIN HOUSE SURGERY THE BALDOCK SURGERY PARSONAGE SURGERY THE MEDICAL CENTRE BUNTINGFORD THE SOLLERSHOTT SURGERY THE PORTMILL SURGERY CHURCH STREET SURGERY 0% AMWELL SURGERY 10% 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 (5, 587); Practice bases range from 29 to 132 33 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Practices CCG National

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 (343) 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% 12% 22% % Good Very good Fairly good Neither good nor poor 19% Fairly poor 40% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 63 62 19 19 2018 2019 National 62% 67% Good 19% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 27% 89% 56% 76% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (5, 540); CCG 2018 (5, 683); Practice bases range from 28 to 130; CCG bases range from 2, 069 to 9, 620 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 (5, 540); Practice bases range from 28 to 130 SHEPHALL HEALTH CENTRE CHELLS SURGERY AMWELL SURGERY CCG ORCHARD SURGERY THE GARDEN CITY PRACTICE LISTER HOUSE SURGERY WHITWELL SURGERY BEDWELL MEDICAL CENTRE Practices PUCKERIDGE & STANDON SURGERY CROMWELL MEDICAL CENTRE WRAFTON HOUSE SURGERY BRIDGE COTTAGE SURGERY CENTRAL SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment REGAL CHAMBERS SURGERY STANMORE MEDICAL GROUP THE SYMONDS GREEN HEALTH CENTRE THE SOLLERSHOTT SURGERY CCG KNEBWORTH & MARYMEAD MEDICAL PRACTICE ASHWELL SURGERY CASTLEGATE SURGERY PARK LANE SURGERY HALL GROVE GROUP PRACTICE CUFFLEY AND GOFFS OAK MEDICAL PRACTICE THE LIMES SURGERY HAILEY VIEW SURGERY THE PORTMILL SURGERY BIRCHWOOD SURGERY KING GEORGE SURGERY BURVILL HOUSE SURGERY SPRING HOUSE HEALTH HIGH STREET SURGERY WARDEN LODGE MEDICAL PRACTICE ABBEY ROAD SURGERY THE GARDEN CITY SURGERY MANOR HOUSE SURGERY WARE ROAD SURGERY CHURCH STREET PARTNERSHIP THE MAPLES THE NEVELLS ROAD SURGERY WALLACE HOUSE STOCKWELL LODGE MED. CTR. PEARTREE LANE SURGERY STANHOPE 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

Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall,

Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? Percentage of patients saying they had a ‘good’ experience of making an appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% POTTERELLS MEDICAL CENTRE MUCH HADHAM HEALTH CENTRE WATTON PLACE CLINIC DOLPHIN HOUSE SURGERY HANSCOMBE HOUSE SURGERY CHURCH STREET SURGERY BANCROFT MEDICAL CENTRE PARSONAGE SURGERY THE MEDICAL CENTRE BUNTINGFORD THE BALDOCK SURGERY HAILEYBURY COLLEGE 0% SOUTH STREET SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (5, 540); Practice bases range from 28 to 130 37 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %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) 4% 3% 4% Listening to you Treating you with care and concern 10% 8% 10% 40% 37% 46% 49% 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 (5, 629; 5, 618; 5, 633) 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’ 7% 4% 5% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 7% 4% 5% 29% 32% 67% 63% 34% 59% 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 (4, 957; 5, 559; 5, 568) 40 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 12% Yes, definitely 35% 53% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 88% 86% Yes 12% 14% No No % No 88 86 14 12 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 63% 100% 80% 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 (2, 010); CCG 2018 (2, 046); Practice bases range from 12 to 53; CCG bases range from 778 to 3, 655 41 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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

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

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

Support with managing health conditions Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 21% 40% Yes, definitely Yes, to some extent No, not at all 39% 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 79 79 21 21 2018 2019 National 79% 78% Yes 21% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 61% 98% 72% 84% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (2, 072); CCG 2018 (2, 121); Practice bases range from 27 to 54; CCG bases range from 938 to 3, 940 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 (2, 072); Practice bases range from 27 to 54 ORCHARD SURGERY PARSONAGE SURGERY WHITWELL SURGERY CCG STOCKWELL LODGE MED. CTR. PARK LANE SURGERY BIRCHWOOD SURGERY SOUTH STREET SURGERY THE GARDEN CITY SURGERY Practices HANSCOMBE HOUSE SURGERY THE SYMONDS GREEN HEALTH CENTRE CUFFLEY AND GOFFS OAK MEDICAL PRACTICE WARE ROAD SURGERY THE NEVELLS ROAD SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) STANMORE MEDICAL GROUP POTTERELLS MEDICAL CENTRE BURVILL HOUSE SURGERY AMWELL SURGERY CHURCH STREET PARTNERSHIP BANCROFT MEDICAL CENTRE CCG SPRING HOUSE HEALTH BEDWELL MEDICAL CENTRE SHEPHALL HEALTH CENTRE LISTER HOUSE SURGERY PUCKERIDGE & STANDON SURGERY THE MEDICAL CENTRE BUNTINGFORD CHELLS SURGERY STANHOPE SURGERY WARDEN LODGE MEDICAL PRACTICE REGAL CHAMBERS SURGERY HALL GROVE GROUP PRACTICE BRIDGE COTTAGE SURGERY CHURCH STREET SURGERY MUCH HADHAM HEALTH CENTRE CENTRAL SURGERY THE GARDEN CITY PRACTICE THE MAPLES ABBEY ROAD SURGERY WRAFTON HOUSE SURGERY HIGH STREET SURGERY WALLACE HOUSE PEARTREE LANE SURGERY MANOR HOUSE SURGERY CROMWELL 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

Support with managing long-term health conditions: how the CCG’s practices compare Q 38. In

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)? Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% ASHWELL SURGERY THE BALDOCK SURGERY THE LIMES SURGERY KING GEORGE SURGERY KNEBWORTH & MARYMEAD MEDICAL PRACTICE THE SOLLERSHOTT SURGERY DOLPHIN HOUSE SURGERY HAILEY VIEW SURGERY THE PORTMILL SURGERY WATTON PLACE CLINIC 0% CASTLEGATE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant 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 (2, 072); Practice bases range from 27 to 54 45 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %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 over time Very satisfied 10% % Satisfied 16% Fairly satisfied 13% Neither satisfied nor dissatisfied 20% 42% Fairly dissatisfied Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 60 Comparison of results % Dissatisfied 58 23 21 2018 2019 Practice range in CCG – % Satisfied CCG National 58% 65% Satisfied 23% 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 37% 85% 54% 70% *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 (5, 417); CCG 2018 (5, 529); Practice bases range from 30 to 132; CCG bases range from 2, 000 to 9, 530 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 (5, 417); Practice bases range from 30 to 132 AMWELL SURGERY HIGH STREET SURGERY WHITWELL SURGERY CCG LISTER HOUSE SURGERY HANSCOMBE HOUSE SURGERY WRAFTON HOUSE SURGERY SHEPHALL HEALTH CENTRE HAILEYBURY COLLEGE Practices PUCKERIDGE & STANDON SURGERY SPRING HOUSE HEALTH THE GARDEN CITY SURGERY PARK LANE SURGERY HALL GROVE GROUP PRACTICE Percentage of patients saying they are ‘satisfied’ with the appointment times available STANMORE MEDICAL GROUP MANOR HOUSE SURGERY BEDWELL MEDICAL CENTRE CCG ORCHARD SURGERY WARDEN LODGE MEDICAL PRACTICE KING GEORGE SURGERY THE GARDEN CITY PRACTICE CROMWELL MEDICAL CENTRE REGAL CHAMBERS SURGERY THE PORTMILL SURGERY KNEBWORTH & MARYMEAD MEDICAL PRACTICE ASHWELL SURGERY THE SOLLERSHOTT SURGERY CENTRAL SURGERY THE MAPLES WARE ROAD SURGERY ABBEY ROAD SURGERY BIRCHWOOD SURGERY THE LIMES SURGERY HAILEY VIEW SURGERY STOCKWELL LODGE MED. CTR. BURVILL HOUSE SURGERY BRIDGE COTTAGE SURGERY STANHOPE SURGERY CASTLEGATE SURGERY CUFFLEY AND GOFFS OAK MEDICAL PRACTICE THE NEVELLS ROAD SURGERY CHURCH STREET PARTNERSHIP PEARTREE LANE SURGERY WALLACE HOUSE 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

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

Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? Percentage of patients saying they are ‘satisfied’ with the appointment times available Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% MUCH HADHAM HEALTH CENTRE BANCROFT MEDICAL CENTRE WATTON PLACE CLINIC POTTERELLS MEDICAL CENTRE PARSONAGE SURGERY THE MEDICAL CENTRE BUNTINGFORD CHURCH STREET SURGERY SOUTH STREET SURGERY THE SYMONDS GREEN HEALTH CENTRE DOLPHIN HOUSE SURGERY CHELLS SURGERY 0% THE BALDOCK SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (5, 417); Practice bases range from 30 to 132 49 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied

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

Services when GP practice is closed • The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 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? 74% I contacted an NHS service by telephone 63% 32% A healthcare professional called me back A healthcare professional visited me at home 25% 5% 5% 37% I went to A&E 13% 12% I saw a pharmacist I went to another general practice service 5% 8% 16% 17% I went to another NHS service Can't remember 3% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (1, 148) 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 33% It was about right It took too long 67% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 67 64 36 33 2018 2019 Local CCG range – % About right Lowest Performing Highest Performing 56% 77% 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, 090); CCG 2018 (1, 093); CCG bases range from 349 to 1, 852 52 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 67% 66% About right 33% 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 9% 46% Yes, definitely Yes, to some extent 45% No, not at all 100 90 80 70 60 50 40 30 20 10 0 91 % No 91 9 9 2018 2019 Comparison of results CCG National 91% Yes 9% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 88% 95% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134, 437); CCG 2019 (1, 114); CCG 2018 (1, 121); CCG bases range from 365 to 1, 889 53 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

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

Overall experience of services when GP practice is closed Q 48. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good Very good 6% 10% 28% 17% Fairly good Neither good nor poor Fairly poor 39% Very poor 100 90 80 70 60 50 40 30 20 10 0 67 % Poor 67 18 16 2018 2019 Comparison of results CCG National 67% 69% Good 16% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 62% 76% 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, 123); CCG 2018 (1, 135); CCG bases range from 360 to 1, 884 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. Survey@ipsos. com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. 60 © Ipsos MORI 18 -042653 -01 | Version 1 | Public