NHS East Leicestershire and Rutland CCG Latest survey

NHS East Leicestershire and Rutland CCG Latest survey results July 2017 publication Version 1| Public 1 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Contents This slide pack provides results for the following topic areas: Background, introduction and guidance. …. ……………………………………. Slide 3 Overall experience of GP surgeries………………. . . ………………………. Slide 8 Access to GP services………. . ………………………………………. …… Slide 13 Making an appointment……………………………………………… Slide 20 Waiting times at the GP surgery. …. …………………………………………. . Slide 30 Perceptions of care at patients’ last GP appointment…………………………………. . Slide 33 Perceptions of care at patients’ last nurse appointment………………………… Slide 37 Satisfaction with the practice’s opening hours. …………………………………. ……… Slide 41 Out-of-hours services. ……………………………………………. . . ……… Slide 44 Statistical reliability. . ……………………………………………………. Slide 49 Want to know more? ……………………………………………………. . Slide 51 2 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gppatient. co. uk/. • This slide pack presents some of the key results for NHS East Leicestershire and Rutland CCG. • The data in this slide pack are based on the July 2017 GPPS publication. In contrast to previous years when the survey was carried out across two waves, the GPPS now consists of a single wave of fieldwork carried out annually, from January 2017 to March 2017. However, the sample size has remained similar, continuing to provide practice-level data. • In NHS East Leicestershire and Rutland CCG, 7, 615 questionnaires were sent out, and 3, 684 were returned completed. This represents a response rate of 48%. • Prior to 2015 these slide packs presented Area Team averages for each CCG. These are no longer included following the integration of Area Teams into the four existing Regional Teams. However, CCGs can still see how their results compare to those of other local CCGs. • The questionnaire can be found here: https: //gp-patient. co. uk/surveys-and-reports. Note the numbering may change each publication due to the addition or removal of questions. 4 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Making appointments - Waiting times • However, given the consistency of the survey across organisations and over time, 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. - Perceptions of care at appointments - Practice opening hours - Out-of-hours services • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations and over time. • The survey has limitations: - Sample sizes at practice level are relatively small. - The data are provided once a year rather than in real time. The survey does not include qualitative data which limits the detail provided by the results. 5 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Guidance on how to use the data The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services: • Comparison of a CCG’s results against the national average: this allows benchmarking of the results to identify whether the CCG is performing well, poorly, or in line with others. The CCG may wish to focus on areas where it compares less favourably. • Analysing trends in a CCG’s results over time: this provides a sense of the direction of the CCG’s performance over time. The CCG may wish to focus on areas that have seen declines over time. • Considering questions where there is a larger range in responses among practices or CCGs: this highlights areas in which greater improvements may be possible, as some CCGs or practices are performing significantly better than others nearby. The CCG may wish to focus on areas with a larger range in the results. • Comparison of practices’ results within a CCG: this can identify practices within a CCG that seem to be over-performing or under-performing compared with others. The CCG may wish to work with individual practices: those that are performing particularly well may be able to highlight best practice, while those performing less well may be able to improve their performance. 6 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Interpreting the results • • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • - All comparisons are indicative only. Differences may not be statistically significant – 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. Trends: • Latest / July 2017: refers to the July 2017 publication (fieldwork January to March 2017). July 2016: refers to the July 2016 publication (fieldwork July to September 2015 and January to March 2016). 15 -080216 -01 Version 1 | Public When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. - July 2015: refers to the July 2015 publication (fieldwork July to September 2014 and January to March 2015). - July 2014: refers to the July 2014 publication (fieldwork July to September 2013 and January to March 2014). - June 2013: Refers to the June 2013 publication (fieldwork July to September 100% Where results do not sum to 2012 and January to March 2013). For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI * More than 0% but less than 0. 5% 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.

Overall experience of GP surgeries 8 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience of GP surgery Q 28. Overall, how would you describe your experience of your GP surgery? CCG’s results over time % Good % Poor 100 90 80 87 11% 86 85 84 84 Very good 4% Fairly good 40% 70 Neither good nor poor 60 50 Fairly poor 40 30 43% 20 10 0 Comparison of results 4 June 2013 5 5 July 2014 4 July 2015 July 2016 Very poor 5 National 84% 85% Good 5% 5% Poor July 2017 Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 59% 98% 76% 89% Base: All those completing a questionnaire: National (794, 704); CCG 2017 (3, 629); CCG 2016 (3, 583); CCG 2015 (3, 775); CCG 2014 (4, 037); CCG 2013 (4, 239); Practice bases range from 101 to 136; CCG bases range from 555 to 7, 484 9 © Ipsos MORI CCG 15 -080216 -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 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 76% to 89% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 555 to 7, 484 %Good = %Very good + %Fairly good 10 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 59% to 98% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 101 to 136 %Good = %Very good + %Fairly good 11 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 12 Base: All those completing a questionnaire: National (794, 704); CCG (3, 629); Practice bases range from 101 to 136 THE MASHARANI PRACTICE MARKET OVERTON & SOMERBY SURGERIES ENDERBY MEDICAL CENTRE LONG CLAWSON MEDICAL PRACTICE Practices EMPINGHAM MEDICAL CENTRE ROSEMEAD DRIVE SURGERY COUNTY PRACTICE THE UPPINGHAM SURGERY THE BILLESDON SURGERY Percentage of patients saying good COUNTESTHORPE HEALTH CENTRE THE WYCLIFFE MEDICAL PRACTICE WIGSTON CENTRAL SURGERY NORTHFIELD MEDICAL CENTRE TWO SHIRES MEDICAL PRACTICE KIBWORTH HEALTH CENTRE THE CENTRAL SURGERY THE JUBILEE MEDICAL PRACTICE SEVERN SURGERY CCG THE CROFT MEDICAL CENTRE THE LIMES MEDICAL CENTRE BUSHLOE SURGERY LATHAM HOUSE MEDICAL PRACTICE HAZELMERE MEDICAL CENTRE THE HUSBANDS BOSWORTH SURGERY MARKET HARBOROUGH MED. CTR FOREST HOUSE MEDICAL CTR GLENFIELD SURGERY NARBOROUGH HEALTH CENTRE OAKHAM MEDICAL PRACTICE KINGSWAY SURGERY SOUTH WIGSTON HEALTH CTR. Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good

Access to GP services 13 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Ease of getting through to GP surgery on the phone Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? CCG’s results over time % Easy CCG % Not easy 100 12% 90 3% Very easy 18% Fairly easy 80 70 60 66 67 65 64 62 50 40 30 Comparison of results 30 30 30 Not at all easy 34 32 20 Haven't tried 44% 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Easy 68% Easy 34% 28% Not easy Local CCG range - % Easy Lowest Performing Highest Performing 32% 96% 48% 74% Base: All those completing a questionnaire: National (804, 177); CCG 2017 (3, 670); CCG 2016 (3, 643); CCG 2015 (3, 875); CCG 2014 (4, 091); CCG 2013 (4, 331); Practice bases range from 102 to 137; CCG bases range from 558 to 7, 577 14 © Ipsos MORI 62% Not very easy 22% 15 -080216 -01 Version 1 | Public National %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 15 Base: All those completing a questionnaire: National (804, 177); CCG (3, 670); Practice bases range from 102 to 137 ENDERBY MEDICAL CENTRE THE MASHARANI PRACTICE Practices LONG CLAWSON MEDICAL PRACTICE EMPINGHAM MEDICAL CENTRE COUNTY PRACTICE ROSEMEAD DRIVE SURGERY THE WYCLIFFE MEDICAL PRACTICE MARKET OVERTON & SOMERBY SURGERIES THE BILLESDON SURGERY THE HUSBANDS BOSWORTH SURGERY THE UPPINGHAM SURGERY COUNTESTHORPE HEALTH CENTRE NORTHFIELD MEDICAL CENTRE THE JUBILEE MEDICAL PRACTICE WIGSTON CENTRAL SURGERY NARBOROUGH HEALTH CENTRE HAZELMERE MEDICAL CENTRE KIBWORTH HEALTH CENTRE CCG BUSHLOE SURGERY GLENFIELD SURGERY THE LIMES MEDICAL CENTRE LATHAM HOUSE MEDICAL PRACTICE FOREST HOUSE MEDICAL CTR SEVERN SURGERY THE CENTRAL SURGERY THE CROFT MEDICAL CENTRE TWO SHIRES MEDICAL PRACTICE KINGSWAY SURGERY MARKET HARBOROUGH MED. CTR OAKHAM MEDICAL PRACTICE SOUTH WIGSTON HEALTH CTR. Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? CCG National average 100% Percentage of patients saying it is ‘easy’ to get through to someone on the phone 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP surgery Q 4. How helpful do you find the receptionists at your GP surgery? CCG’s results over time % Helpful CCG % Not helpful 100 90 80 87 87 Comparison of results 85 86 9% 86 Very helpful 3% Fairly helpful 70 40% 60 Not very helpful National 86% 87% Helpful 50 Not at all helpful 40 30 20 10 46% 11 12 11 Don't know 12 11 0 June 2013 July 2014 July 2015 July 2016 July 2017 11% Not helpful Local CCG range - % Helpful Practice range in CCG - % Helpful Lowest Performing Highest Performing 70% 98% 80% 89% Base: All those completing a questionnaire: National (803, 718); CCG 2017 (3, 664); CCG 2016 (3, 641); CCG 2015 (3, 865); CCG 2014 (4, 085); CCG 2013 (4, 326); Practice bases range from 102 to 137; CCG bases range from 559 to 7, 573 16 © Ipsos MORI 12% 15 -080216 -01 Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 17 Base: All those completing a questionnaire: National (803, 718); CCG (3, 664); Practice bases range from 102 to 137 EMPINGHAM MEDICAL CENTRE THE MASHARANI PRACTICE ROSEMEAD DRIVE SURGERY MARKET OVERTON & SOMERBY SURGERIES Practices COUNTY PRACTICE THE WYCLIFFE MEDICAL PRACTICE LONG CLAWSON MEDICAL PRACTICE GLENFIELD SURGERY COUNTESTHORPE HEALTH CENTRE ENDERBY MEDICAL CENTRE THE BILLESDON SURGERY TWO SHIRES MEDICAL PRACTICE BUSHLOE SURGERY THE UPPINGHAM SURGERY KIBWORTH HEALTH CENTRE THE JUBILEE MEDICAL PRACTICE HAZELMERE MEDICAL CENTRE LATHAM HOUSE MEDICAL PRACTICE CCG SEVERN SURGERY WIGSTON CENTRAL SURGERY NARBOROUGH HEALTH CENTRE NORTHFIELD MEDICAL CENTRE FOREST HOUSE MEDICAL CTR THE HUSBANDS BOSWORTH SURGERY MARKET HARBOROUGH MED. CTR THE CROFT MEDICAL CENTRE OAKHAM MEDICAL PRACTICE THE CENTRAL SURGERY THE LIMES MEDICAL CENTRE SOUTH WIGSTON HEALTH CTR. KINGSWAY SURGERY Helpfulness of receptionists at GP surgery: how the CCG’s practices compare Q 4. How helpful do you find the receptionists at your GP surgery? CCG National average 100% Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Helpful = %Very helpful + %Fairly helpful

Awareness of online services Percentage aware of online services offered by GP surgery Q 6. As far as you know, which of the following online services does your GP surgery offer? 100 90 80 70 Practice range within CCG 60 50 40 *% *% *% National 30 20 *% 10 0 Booking appointments online Ordering repeat prescriptions online CCG *% Accessing my medical records online *% *% None of these Don't know Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (782, 347); CCG (3, 583); Practice bases range from 100 to 135 18 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Online service use Percentage used online services in past 6 months Q 7. And in the past 6 months, which of the following online services have you used at your GP surgery? 100 90 *% *% 80 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% 10 0 *% *% Booking appointments online Ordering repeat prescriptions online *% Accessing my medical records online None of these Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (786, 183); CCG (3, 611); Practice bases range from 99 to 135 19 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Making an appointment 20 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Success in getting an appointment Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? CCG’s results CCG's results over time % Yes % No 100 90 80 87 86 86 87 13% 83 Yes 4% Yes, but I had to call back closer to or on the day No 70 60 12% 50 40 30 71% 20 10 Comparison of results 10 11 10 13 10 Can't remember CCG National 83% 84% Yes 13% 11% No No 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 62% 100% 75% 88% Base: All those completing a questionnaire: National (772, 293); CCG 2017 (3, 508); CCG 2016 (3, 514); CCG 2015 (3, 767); CCG 2014 (3, 926); CCG 2013 (4, 212); Practice bases range from 95 to 129; CCG bases range from 540 to 7, 306 21 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes + %Yes, but I had to call back closer to or on the day

Success in getting an appointment: how the CCG’s practices compare Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? Practices CCG National average Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 100% 90% 80% 70% 60% 50% 40% 30% 20% THE UPPINGHAM SURGERY THE MASHARANI PRACTICE EMPINGHAM MEDICAL CENTRE MARKET OVERTON & SOMERBY SURGERIES NORTHFIELD MEDICAL CENTRE COUNTY PRACTICE THE WYCLIFFE MEDICAL PRACTICE THE BILLESDON SURGERY COUNTESTHORPE HEALTH CENTRE ENDERBY MEDICAL CENTRE ROSEMEAD DRIVE SURGERY LONG CLAWSON MEDICAL PRACTICE GLENFIELD SURGERY MARKET HARBOROUGH MED. CTR THE HUSBANDS BOSWORTH SURGERY FOREST HOUSE MEDICAL CTR HAZELMERE MEDICAL CENTRE THE JUBILEE MEDICAL PRACTICE OAKHAM MEDICAL PRACTICE CCG WIGSTON CENTRAL SURGERY TWO SHIRES MEDICAL PRACTICE BUSHLOE SURGERY LATHAM HOUSE MEDICAL PRACTICE SEVERN SURGERY THE LIMES MEDICAL CENTRE NARBOROUGH HEALTH CENTRE KIBWORTH HEALTH CENTRE THE CENTRAL SURGERY THE CROFT MEDICAL CENTRE SOUTH WIGSTON HEALTH CTR. 0% KINGSWAY SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772, 293); CCG (3, 508); Practice bases range from 95 to 129 22 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes + %Yes, but I had to call back closer to or on the day

Convenience of appointment Q 15. How convenient was the appointment you were able to get? CCG’s results CCG's results over time % Convenient 100 90 92 92 92 7% 92 Comparison of results CCG National Fairly convenient 92% Not very convenient Convenient Very convenient 92 80 47% 70 60 45% 50 40 Not at all convenient 30 20 10 0 8 8 June 2013 8 July 2014 8 July 2015 8 July 2016 July 2017 Practice range in CCG - % Convenient 8% Not convenient Local CCG range - % Convenient Lowest Performing Highest Performing 80% 100% 83% 95% Base: All those able to get an appointment: National (658, 980); CCG 2017 (2, 991); CCG 2016 (3, 071); CCG 2015 (3, 286); CCG 2014 (3, 443); CCG 2013 (3, 712); Practice bases range from 69 to 124; CCG bases range from 457 to 6, 411 23 © Ipsos MORI 8% 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 24 Base: All those able to get an appointment: National (658, 980); CCG (2, 991); Practice bases range from 69 to 124 THE WYCLIFFE MEDICAL PRACTICE WIGSTON CENTRAL SURGERY THE MASHARANI PRACTICE ROSEMEAD DRIVE SURGERY Practices EMPINGHAM MEDICAL CENTRE LONG CLAWSON MEDICAL PRACTICE NARBOROUGH HEALTH CENTRE COUNTY PRACTICE COUNTESTHORPE HEALTH CENTRE ENDERBY MEDICAL CENTRE NORTHFIELD MEDICAL CENTRE MARKET OVERTON & SOMERBY SURGERIES THE UPPINGHAM SURGERY LATHAM HOUSE MEDICAL PRACTICE KIBWORTH HEALTH CENTRE THE JUBILEE MEDICAL PRACTICE THE BILLESDON SURGERY BUSHLOE SURGERY MARKET HARBOROUGH MED. CTR CCG THE HUSBANDS BOSWORTH SURGERY HAZELMERE MEDICAL CENTRE THE CENTRAL SURGERY FOREST HOUSE MEDICAL CTR GLENFIELD SURGERY OAKHAM MEDICAL PRACTICE THE LIMES MEDICAL CENTRE TWO SHIRES MEDICAL PRACTICE SOUTH WIGSTON HEALTH CTR. THE CROFT MEDICAL CENTRE KINGSWAY SURGERY SEVERN SURGERY Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? CCG National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment (rebased to include those unable to get an appointment) Q 15. How convenient was the appointment you were able to get? (rebased) Comparison of results CCG’s results* CCG National Fairly convenient 80% 81% Not very convenient Convenient Not at all convenient 20% 19% Not convenient/ unable to get an appointment Very convenient 13% 6% 41% 39% Local CCG range - % Convenient Practice range in CCG - % Convenient Lowest Performing Highest Performing 53% 94% 69% 85% * Trend data is not available for this question as Q 15 rebased is not included in datasets pre July 2017 publication. Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG 2017 (3, 355); Practice bases range from 88 to 124; CCG bases range from 504 to 6, 987 25 © Ipsos MORI 15 -080216 -01 Version 1 | Public * %Convenient = %Very convenient + %Fairly convenient %Not/ unable = %Not very convenient + %Not at all convenient + %Unable to get appointment

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 26 Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (3, 355); Practice bases range from 88 to 124 THE MASHARANI PRACTICE THE UPPINGHAM SURGERY THE WYCLIFFE MEDICAL PRACTICE LONG CLAWSON MEDICAL PRACTICE Practices EMPINGHAM MEDICAL CENTRE ROSEMEAD DRIVE SURGERY COUNTY PRACTICE MARKET OVERTON & SOMERBY SURGERIES NORTHFIELD MEDICAL CENTRE COUNTESTHORPE HEALTH CENTRE ENDERBY MEDICAL CENTRE THE BILLESDON SURGERY WIGSTON CENTRAL SURGERY MARKET HARBOROUGH MED. CTR NARBOROUGH HEALTH CENTRE HAZELMERE MEDICAL CENTRE THE JUBILEE MEDICAL PRACTICE CCG THE HUSBANDS BOSWORTH SURGERY FOREST HOUSE MEDICAL CTR GLENFIELD SURGERY OAKHAM MEDICAL PRACTICE LATHAM HOUSE MEDICAL PRACTICE KIBWORTH HEALTH CENTRE BUSHLOE SURGERY TWO SHIRES MEDICAL PRACTICE THE LIMES MEDICAL CENTRE THE CENTRAL SURGERY SEVERN SURGERY THE CROFT MEDICAL CENTRE SOUTH WIGSTON HEALTH CTR. KINGSWAY SURGERY Convenience of appointment (rebased to include those unable to get an appointment): how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? (rebased) CCG National average 100% Percentage of patients saying their appointment was ‘convenient’ 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Convenient = %Very convenient + %Fairly convenient

What patients do when they are unable to get appointment / are offered an inconvenient appointment Percentage who went on to do something else when unable to get appointment/ offered inconvenient appointment Q 17. What did you do on that occasion? 100% 90% 80% 70% 60% CCG 50% National 40% 30% *% *% *% 20% *% *% 10% 0% *% *% Went to the Got an Had a consultation appointment I was appointment for a over the phone offered different day *% *% Went to A&E *% *% *% Saw a pharmacist Used another NHSDecided to contact Didn’t see or service my surgery speak to anyone another time Comparisons are indicative only: differences may not be statistically significant Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (110, 834); CCG (542) 27 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience of making an appointment Q 18. Overall, how would you describe your experience of making an appointment? CCG’s results CCG's results over time % Good % Poor 9% 100 6% 80 70 Very good 30% 90 72 72 69 60 Fairly good Neither good nor poor 16% 40 Very poor 30 10 CCG National 69% 73% Good Fairly poor 50 20 Comparison of results 13 13 13 39% 15 13 15% 13% Poor 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Good Local CCG range - % Good Lowest Performing Highest Performing 39% 95% 60% 79% Base: All those completing a questionnaire: National (768, 706); CCG 2017 (3, 491); CCG 2016 (3, 470); CCG 2015 (3, 725); CCG 2014 (3, 868); CCG 2013 (4, 177); Practice bases range from 97 to 130; CCG bases range from 532 to 7, 279 28 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 29 Base: All those completing a questionnaire: National (768, 706); CCG (3, 491); Practice bases range from 97 to 130 EMPINGHAM MEDICAL CENTRE THE MASHARANI PRACTICE LONG CLAWSON MEDICAL PRACTICE MARKET OVERTON & SOMERBY SURGERIES Practices COUNTY PRACTICE THE BILLESDON SURGERY THE WYCLIFFE MEDICAL PRACTICE ROSEMEAD DRIVE SURGERY COUNTESTHORPE HEALTH CENTRE THE UPPINGHAM SURGERY ENDERBY MEDICAL CENTRE NORTHFIELD MEDICAL CENTRE THE HUSBANDS BOSWORTH SURGERY WIGSTON CENTRAL SURGERY GLENFIELD SURGERY NARBOROUGH HEALTH CENTRE THE JUBILEE MEDICAL PRACTICE KIBWORTH HEALTH CENTRE CCG LATHAM HOUSE MEDICAL PRACTICE THE CENTRAL SURGERY MARKET HARBOROUGH MED. CTR SEVERN SURGERY FOREST HOUSE MEDICAL CTR BUSHLOE SURGERY THE LIMES MEDICAL CENTRE TWO SHIRES MEDICAL PRACTICE OAKHAM MEDICAL PRACTICE HAZELMERE MEDICAL CENTRE THE CROFT MEDICAL CENTRE SOUTH WIGSTON HEALTH CTR. KINGSWAY SURGERY Overall experience of making an appointment: how the CCG’s practices compare Q 18. Overall, how would you describe your experience of making an appointment? CCG National average Percentage of patients saying they had a ‘good’ experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good

Waiting times at the GP surgery 30 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Waiting times at the GP surgery Q 20. How do you feel about how long you normally have to wait to be seen? CCG’s results CCG's results over time % Don't wait too long I don't normally have to wait too long I have to wait a bit too long 9% 100 8% 90 80 70 60 60 50 40 30 33 59 59 35 34 59 58 33 Comparison of results I have to wait far too long 25% No opinion/doesn't apply 33 10 0 July 2014 July 2015 July 2016 July 2017 Practice range in CCG – % Don’t wait too long 58% Don’t wait too long 33% Wait too long Lowest Performing Highest Performing 24% 88% 48% 64% 31 15 -080216 -01 Version 1 | Public Don’t wait too long Local CCG range – % Don’t wait too long Base: All those completing a questionnaire: National (772, 842); CCG 2017 (3, 509); CCG 2016 (3, 503); CCG 2015 (3, 762); CCG 2014 (3, 903); CCG 2013 (4, 206); Practice bases range from 97 to 132; CCG bases range from 538 to 7, 315 © Ipsos MORI National 58% 20 June 2013 CCG %Wait too long= %Wait a bit too long + %Wait far too long

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 32 Base: All those completing a questionnaire: National (772, 842); CCG (3, 509); Practice bases range from 97 to 132 COUNTY PRACTICE THE UPPINGHAM SURGERY ROSEMEAD DRIVE SURGERY LONG CLAWSON MEDICAL PRACTICE Practices NORTHFIELD MEDICAL CENTRE EMPINGHAM MEDICAL CENTRE THE BILLESDON SURGERY THE LIMES MEDICAL CENTRE TWO SHIRES MEDICAL PRACTICE KINGSWAY SURGERY BUSHLOE SURGERY MARKET OVERTON & SOMERBY SURGERIES NARBOROUGH HEALTH CENTRE THE WYCLIFFE MEDICAL PRACTICE ENDERBY MEDICAL CENTRE THE HUSBANDS BOSWORTH SURGERY FOREST HOUSE MEDICAL CTR COUNTESTHORPE HEALTH CENTRE CCG THE JUBILEE MEDICAL PRACTICE KIBWORTH HEALTH CENTRE THE MASHARANI PRACTICE THE CROFT MEDICAL CENTRE GLENFIELD SURGERY LATHAM HOUSE MEDICAL PRACTICE THE CENTRAL SURGERY WIGSTON CENTRAL SURGERY SEVERN SURGERY HAZELMERE MEDICAL CENTRE OAKHAM MEDICAL PRACTICE MARKET HARBOROUGH MED. CTR SOUTH WIGSTON HEALTH CTR. Waiting times at the GP surgery: how the CCG’s practices compare Q 20. How do you feel about how long you normally have to wait to be seen? CCG National average Percentage of patients saying they ‘don’t normally have to wait too long’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses

Perceptions of care at patients’ last GP appointment 33 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at last GP appointment Q 21. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor Poor Neither good nor poor Good Very good National results % Poor (total) 4% 4% 3% 4% 4% CCG results % Poor (total) 3% 3% 2% 3% 3% 14% 8% 7% 9% 41% 38% 39% 48% 53% 50% 38% 45% 9% Very poor 39% 49% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (3, 492; 3, 489; 3, 354; 3, 215; 3, 435); National (767, 129; 765, 505; 735, 550; 707, 368; 754, 335) 34 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Poor = %Very poor + %Poor

Confidence and trust in the GP Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/can’t say’ have been excluded from these results. CCG’s results CCG's results over time % Yes 100 90 97 97 96 4% % No 96 96 Comparison of results Yes, definitely 26% 80 Yes, to some extent 70 CCG National 96% 95% Yes 4% 5% No No 60 50 40 No, not at all 70% 30 20 10 0 3 4 June 2013 4 3 July 2014 July 2015 4 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 91% 100% 93% 97% Base: All those completing a questionnaire: National (754, 466); CCG 2017 (3, 447); CCG 2016 (3, 453); CCG 2015 (3, 716); CCG 2014 (3, 867); CCG 2013 (4, 149); Practice bases range from 95 to 129; CCG bases range from 527 to 7, 197 35 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses 15 -080216 -01 Version 1 | Public 36 THE UPPINGHAM SURGERY Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (3, 447); Practice bases range from 95 to 129 THE MASHARANI PRACTICE FOREST HOUSE MEDICAL CTR MARKET OVERTON & SOMERBY SURGERIES Practices THE CROFT MEDICAL CENTRE THE LIMES MEDICAL CENTRE THE WYCLIFFE MEDICAL PRACTICE THE BILLESDON SURGERY THE CENTRAL SURGERY Percentage of patients saying they have trust and confidence in their GP LONG CLAWSON MEDICAL PRACTICE THE JUBILEE MEDICAL PRACTICE GLENFIELD SURGERY ROSEMEAD DRIVE SURGERY EMPINGHAM MEDICAL CENTRE OAKHAM MEDICAL PRACTICE SEVERN SURGERY WIGSTON CENTRAL SURGERY BUSHLOE SURGERY KIBWORTH HEALTH CENTRE NARBOROUGH HEALTH CENTRE HAZELMERE MEDICAL CENTRE NORTHFIELD MEDICAL CENTRE COUNTESTHORPE HEALTH CENTRE CCG ENDERBY MEDICAL CENTRE SOUTH WIGSTON HEALTH CTR. COUNTY PRACTICE KINGSWAY SURGERY MARKET HARBOROUGH MED. CTR THE HUSBANDS BOSWORTH SURGERY LATHAM HOUSE MEDICAL PRACTICE TWO SHIRES MEDICAL PRACTICE Confidence and trust in the GP: how the CCG’s practices compare Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% %Yes = %Yes, definitely + %Yes, to some extent

Perceptions of care at patients’ last nurse appointment 37 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at last nurse appointment Q 23. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor Poor Neither good nor poor Good Very good National results % Poor (total) 2% 2% 2% CCG results % Poor (total) 2% 2% 2% 3% 2% 6% 8% 9% 37% 38% 37% 52% 55% 13% 38% 46% 7% Very poor 39% 51% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (3, 193; 3, 144; 3, 060; 2, 703; 3, 090); National (690, 213; 684, 099; 665, 816; 607, 788; 675, 604) 38 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Poor = %Very poor + %Poor

Confidence and trust in the nurse Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * CCG’s results CCG's results over time % Yes 100 90 98 97 3% % No 97 97 97 *Those who say ‘Don’t know/can’t say’ have been excluded from these results. Comparison of results Yes, definitely 24% 80 Yes, to some extent 70 CCG National 97% Yes 60 50 40 No, not at all 73% 30 20 10 0 2 3 June 2013 3 July 2014 3 July 2015 3 July 2016 July 2017 Practice range in CCG - % Yes 3% No No Local CCG range - % Yes Lowest Performing Highest Performing 91% 100% 96% 98% Base: All those completing a questionnaire: National (683, 080); CCG 2017 (3, 169); CCG 2016 (3, 147); CCG 2015 (3, 407); CCG 2014 (3, 563); CCG 2013 (3, 789); Practice bases range from 83 to 119; CCG bases range from 479 to 6, 529 39 © Ipsos MORI 3% 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Confidence and trust in the nurse: how the CCG’s practices compare Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. Practices Percentage of patients saying they have trust and confidence in their nurse CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% THE MASHARANI PRACTICE COUNTY PRACTICE TWO SHIRES MEDICAL PRACTICE LONG CLAWSON MEDICAL PRACTICE SOUTH WIGSTON HEALTH CTR. THE UPPINGHAM SURGERY NORTHFIELD MEDICAL CENTRE KINGSWAY SURGERY THE WYCLIFFE MEDICAL PRACTICE THE BILLESDON SURGERY COUNTESTHORPE HEALTH CENTRE SEVERN SURGERY HAZELMERE MEDICAL CENTRE FOREST HOUSE MEDICAL CTR GLENFIELD SURGERY ROSEMEAD DRIVE SURGERY EMPINGHAM MEDICAL CENTRE BUSHLOE SURGERY ENDERBY MEDICAL CENTRE MARKET OVERTON & SOMERBY SURGERIES THE HUSBANDS BOSWORTH SURGERY THE LIMES MEDICAL CENTRE THE CENTRAL SURGERY CCG KIBWORTH HEALTH CENTRE THE JUBILEE MEDICAL PRACTICE MARKET HARBOROUGH MED. CTR NARBOROUGH HEALTH CENTRE OAKHAM MEDICAL PRACTICE LATHAM HOUSE MEDICAL PRACTICE THE CROFT MEDICAL CENTRE 0% WIGSTON CENTRAL SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (3, 169); Practice bases range from 83 to 119 40 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with the practice’s opening hours 41 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Satisfaction with opening hours Q 25. How satisfied are you with the hours that your GP surgery is open? CCG’s results CCG's results over time % Satisfied % Dissatisfied 7% 100 3%5% 33% 90 80 70 78 75 71 74 72 13% 50 40 30 10 0 9 11 10 June 2013 July 2014 July 2015 11 40% 11 July 2016 Very satisfied CCG National Fairly satisfied 72% 76% Satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 60 20 Comparison of results July 2017 Practice range in CCG - % Satisfied Very dissatisfied 11% 9% I'm not sure when my GP surgery is open Dissatisfied Local CCG range - % Satisfied Lowest Performing Highest Performing 59% 94% 71% 79% Base: All those completing a questionnaire: National (795, 461); CCG 2017 (3, 631); CCG 2016 (3, 592); CCG 2015 (3, 789); CCG 2014 (4, 029); CCG 2013 (4, 243); Practice bases range from 100 to 137; CCG bases range from 553 to 7, 480 42 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 43 Base: All those completing a questionnaire: National (795, 461); CCG (3, 631); Practice bases range from 100 to 137 THE MASHARANI PRACTICE LONG CLAWSON MEDICAL PRACTICE EMPINGHAM MEDICAL CENTRE COUNTESTHORPE HEALTH CENTRE Practices THE WYCLIFFE MEDICAL PRACTICE THE JUBILEE MEDICAL PRACTICE ROSEMEAD DRIVE SURGERY COUNTY PRACTICE ENDERBY MEDICAL CENTRE MARKET OVERTON & SOMERBY SURGERIES THE UPPINGHAM SURGERY WIGSTON CENTRAL SURGERY NORTHFIELD MEDICAL CENTRE KIBWORTH HEALTH CENTRE THE CENTRAL SURGERY THE BILLESDON SURGERY CCG GLENFIELD SURGERY NARBOROUGH HEALTH CENTRE FOREST HOUSE MEDICAL CTR LATHAM HOUSE MEDICAL PRACTICE SEVERN SURGERY OAKHAM MEDICAL PRACTICE THE LIMES MEDICAL CENTRE MARKET HARBOROUGH MED. CTR HAZELMERE MEDICAL CENTRE TWO SHIRES MEDICAL PRACTICE THE HUSBANDS BOSWORTH SURGERY THE CROFT MEDICAL CENTRE BUSHLOE SURGERY KINGSWAY SURGERY SOUTH WIGSTON HEALTH CTR. Satisfaction with opening hours: how the CCG’s practices compare Q 25. How satisfied are you with the hours that your GP surgery is open? CCG National average 100% Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Satisfied = %Very satisfied + %Fairly satisfied

Out-of-hours services* * The out-of-hours service questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP surgery 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. 44 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Use of out-of-hours services Q 41. Considering all of the services you contacted, which of the following happened on that occasion? CCG 55% I contacted an NHS service by telephone 61% 24% 26% A health professional called me back A health professional visited me at home 6% 6% 26% I went to A&E 34% 10% 11% I saw a pharmacist 35% I went to another NHS service Can't remember 23% 3% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 736); CCG (561) 45 © Ipsos MORI 15 -080216 -01 Version 1 | Public National

Speed of care provided by out-of-hours service* Q 42. How do you feel about how quickly you received care or advice on that occasion? CCG’s results CCG's results over time 6% Comparison of results It was about right Latest About right 63% Took too long 31% It took too long 63% July 2016 About right Took too long 60% Don't know/doesn't apply 33% CCG National 63% 61% About right 31% 33% Took too long Local CCG range– % About right Lowest Performing Highest Performing 55% 67% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 915); CCG 2017 (557); CCG 2016 (568); CCG bases range from 97 to 1, 321 46 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Confidence and trust in out-of-hours staff* Q 43. Considering all of the people you saw or spoke to on that occasion, did you have confidence and trust in them? Comparison of results CCG’s results CCG's results over time 9% Latest Yes 86% No 9% July 2016 Yes 83% No 11% Yes, definitely 4% 43% Yes, to some extent No, not at all 43% Don't know/can't say CCG National 86% 87% Yes 9% 9% No No Local CCG range– % Yes Lowest Performing Highest Performing 81% 90% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 851); CCG 2017 (560); CCG 2016 (569); CCG bases range from 97 to 1, 320 47 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of out-of-hours services* Q 44. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed? 8% Latest 67% Poor 15% Very good 4% Fairly good 30% 7% Good Neither good nor poor 15% Poor 64% 17% CCG National 67% 66% Good 15% Poor Fairly poor July 2016 Good Comparison of results CCG’s results CCGs’ results over time Very poor 36% Don't know/can't say Local CCG range - % Good Lowest Performing Highest Performing 59% 71% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only made with 2016 data. Base: All answering who have tried to call an out-of-hours GP service in the past 6 months: National (124, 994); CCG 2017 (558); CCG 2016 (567); CCG bases range from 96 to 1, 319 48 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 49 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest – this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part (“true values”). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% – that is, the chances are 95 in 100 that the true value will fall within a specified range (the “ 95% confidence interval”). The table below gives examples of what the confidence intervals look like for an ‘average’ practice and CCG, as well as the confidence intervals at the national level. An example of confidence intervals (at national, CCG and practice-level) based on the average number of responses to the question “Overall, how would you describe your experience of your GP surgery? ” Approximate confidence intervals for percentages at or near these levels Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 808, 332 0. 09 0. 14 0. 15 CCG 4, 000 1. 18 1. 86 2. 07 Practice 100 5. 05 9. 41 11. 3 For example, taking a CCG where 4, 000 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1. 86 percentage points from that question’s result (i. e. between 28. 14% and 31. 86%). 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. 50 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Want to know more? 51 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Further background information about the survey • The survey was sent to c. 2. 15 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. • Past results dating back to 2007 are available for every practice in the UK, allowing meaningful comparisons of patients’ experiences; the survey is now annual, previously it took place twice a year (June 2011 - July 2016), and 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/. • 808, 332 The overall response rate to the survey is 37. 5%, based on 808, 332 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 2017 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/Surveys. And. Reports 52 © Ipsos MORI 15 -080216 -01 Version 1 | Public c. 2. 15 m Surveys to adults registered with an English GP practice 37. 5% National response rate

Where to go to do further analysis … • For reports which show the National results broken down by CCG and Practice, go to https: //gp-patient. co. uk/Surveys. And. Reports - you can also see previous years’ results here. • To analyse the survey data for a specific participant group (e. g. by age), go to http: //results. gp-patient. co. uk/report/1/rt 1_profiles. aspx • To break down the survey results by survey question as well as by participant demographics, go to http: //results. gp-patient. co. uk/report/6/rt 3_result. aspx • To look at trends in responses and study the survey data by different participant groups, go to http: //results. gppatient. co. uk/report/12/rt 1_profiles. aspx • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/FAQ 53 © Ipsos MORI 15 -080216 -01 Version 1 | Public

For further information about the GP Patient Survey, please get in touch with the GPPS team at Ipsos MORI at GPPatient. Survey@Ipsos-MORI. com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. This work has been carried out in accordance with the requirements of the international quality standard for Market Research, ISO 20252: 2012, and with the standard Ipsos MORI Terms and Conditions which can be found at http: //www. ipsosmori. com/terms. © Ipsos MORI 2017 54 © Ipsos MORI 15 -080216 -01 Version 1 | Public