NHS EAST SURREY CCG Latest survey results July

NHS EAST SURREY 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 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 | Public

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gp-patient. co. uk/. • This slide pack presents some of the key results for NHS EAST SURREY CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS EAST SURREY CCG, 5, 077 questionnaires were sent out, and 1, 902 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, 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 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 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 1 | Public

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results over time % Good 9% 4% % Poor 100 Very good 90 80 Fairly good 48% Comparison of results 87 86 70 60 Neither good nor poor Fairly poor Very poor 30 20 10 0 4 4 2018 2019 86% 83% Good 4% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 65% 100% 74% 88% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (1, 880); CCG 2018 (1, 927); Practice bases range from 14 to 121; CCG bases range from 1, 397 to 6, 544 9 © Ipsos MORI National 50 40 38% 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, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 74% to 88% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 1, 397 to 6, 544 %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 your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 65% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 14 to 121 %Good = %Very good + %Fairly good 11 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% ELIZABETH HOUSE MEDICAL PRACTICE SMALLFIELD SURGERY GREYSTONE HOUSE SURGERY MOAT HOUSE SURGERY WOODLANDS ROAD MEDICAL CENTRE WARLINGHAM GREEN MED PRAC OXTED HEALTH CENTRE CATERHAM VALLEY MED. PRACT HAWTHORNS SURGERY WAYSIDE MEDICAL PRACTICE WHYTELEAFE SURGERY BIRCHWOOD MEDICAL PRACTICE CCG THE WALL HOUSE SURGERY TOWNHILL MEDICAL PRACTICE POND TAIL SURGERY HOLMHURST MEDICAL CENTRE LINGFIELD SURGERY 0% SOUTH PARK SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (760, 037); CCG 2019 (1, 880); Practice bases range from 14 to 121 12 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Local GP services 13 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 7% 21% Very easy 20% Fairly easy Not very easy 52% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 73 73 27 27 2018 2019 Practice range in CCG – % Easy National 73% 68% Easy 27% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 49% 98% 49% 81% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (1, 826); CCG 2018 (1, 871); Practice bases range from 13 to 121; CCG bases range from 1, 353 to 6, 368 14 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

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% MOAT HOUSE SURGERY SMALLFIELD SURGERY ELIZABETH HOUSE MEDICAL PRACTICE WARLINGHAM GREEN MED PRAC GREYSTONE HOUSE SURGERY WOODLANDS ROAD MEDICAL CENTRE CATERHAM VALLEY MED. PRACT POND TAIL SURGERY THE WALL HOUSE SURGERY OXTED HEALTH CENTRE WHYTELEAFE SURGERY CCG HAWTHORNS SURGERY WAYSIDE MEDICAL PRACTICE SOUTH PARK SURGERY LINGFIELD SURGERY BIRCHWOOD MEDICAL PRACTICE TOWNHILL MEDICAL PRACTICE 0% HOLMHURST MEDICAL CENTRE 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 (1, 826); Practice bases range from 13 to 121 15 © 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 receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 6% Very helpful 43% 50% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not helpful 93 90 10 7 2018 2019 National 93% 89% Helpful 7% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 77% 99% 85% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (1, 847); CCG 2018 (1, 908); Practice bases range from 13 to 121; CCG bases range from 1, 374 to 6, 448 16 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

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% BIRCHWOOD MEDICAL PRACTICE ELIZABETH HOUSE MEDICAL PRACTICE MOAT HOUSE SURGERY WOODLANDS ROAD MEDICAL CENTRE CATERHAM VALLEY MED. PRACT GREYSTONE HOUSE SURGERY SMALLFIELD SURGERY WHYTELEAFE SURGERY OXTED HEALTH CENTRE WARLINGHAM GREEN MED PRAC THE WALL HOUSE SURGERY CCG POND TAIL SURGERY WAYSIDE MEDICAL PRACTICE HAWTHORNS SURGERY SOUTH PARK SURGERY TOWNHILL MEDICAL PRACTICE LINGFIELD SURGERY 0% HOLMHURST MEDICAL CENTRE 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 (1, 847); Practice bases range from 13 to 121 17 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

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

Awareness of online services Percentage aware of online services offered by GP practice Q 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 (1, 853); Practice bases range from 14 to 120 19 © Ipsos MORI *% 18 -042653 -01 | Version 1 | Public *% None of these Don't know CCG National

Online service use Percentage used online services in past 12 months Q 5. Which 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 (1, 869); Practice bases range from 14 to 121 20 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 your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 4% 16% 24% Very easy Fairly easy Not very easy 56% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 82 80 20 18 2019 CCG National 80% 77% Easy 20% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 68% 93% 66% 83% *Those who say ‘Haven’t tried’ (59%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (761); CCG 2018 (738); Practice bases range from 24 to 75; CCG bases range from 517 to 2, 568 21 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

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% SMALLFIELD SURGERY WHYTELEAFE SURGERY WARLINGHAM GREEN MED PRAC ELIZABETH HOUSE MEDICAL PRACTICE OXTED HEALTH CENTRE CATERHAM VALLEY MED. PRACT CCG MOAT HOUSE SURGERY GREYSTONE HOUSE SURGERY THE WALL HOUSE SURGERY POND TAIL SURGERY BIRCHWOOD MEDICAL PRACTICE WOODLANDS ROAD MEDICAL CENTRE HOLMHURST MEDICAL CENTRE TOWNHILL MEDICAL PRACTICE WAYSIDE MEDICAL PRACTICE HAWTHORNS SURGERY 0% LINGFIELD 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 (761); Practice bases range from 24 to 75 22 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

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

Choice of appointment Q 16. On this occasion (when you last tried to make 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 7% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 57% 10% No, I was not offered a choice of appointment 36% Comparison of results % No 64 61 39 36 2018 2019 National 64% 62% Yes 36% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 39% 85% 45% 70% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (1, 490); CCG 2018 (1, 553); Practice bases range from 76 to 106; CCG bases range from 1, 087 to 5, 170 24 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

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% ELIZABETH HOUSE MEDICAL PRACTICE MOAT HOUSE SURGERY WOODLANDS ROAD MEDICAL CENTRE GREYSTONE HOUSE SURGERY WHYTELEAFE SURGERY POND TAIL SURGERY SMALLFIELD SURGERY WARLINGHAM GREEN MED PRAC BIRCHWOOD MEDICAL PRACTICE CCG TOWNHILL MEDICAL PRACTICE HAWTHORNS SURGERY OXTED HEALTH CENTRE THE WALL HOUSE SURGERY WAYSIDE MEDICAL PRACTICE CATERHAM VALLEY MED. PRACT LINGFIELD SURGERY 0% HOLMHURST MEDICAL CENTRE 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 (1, 490); Practice bases range from 76 to 106 25 © 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 (or appointments) you were offered? CCG’s results over time % Yes 5% Yes, and I accepted an appointment 19% No, but I still took an appointment 76% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 25 24 2018 National 76% 74% Yes, took appt 76 75 CCG 2019 Yes, took appt 19% 20% No, took appt 5% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 56% 92% 65% 80% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (1, 794); CCG 2018 (1, 834); Practice bases range from 11 to 119; CCG bases range from 1, 301 to 6, 161 26 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

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% WOODLANDS ROAD MEDICAL CENTRE ELIZABETH HOUSE MEDICAL PRACTICE SMALLFIELD SURGERY HAWTHORNS SURGERY MOAT HOUSE SURGERY WAYSIDE MEDICAL PRACTICE WARLINGHAM GREEN MED PRAC GREYSTONE HOUSE SURGERY CATERHAM VALLEY MED. PRACT CCG WHYTELEAFE SURGERY BIRCHWOOD MEDICAL PRACTICE POND TAIL SURGERY OXTED HEALTH CENTRE TOWNHILL MEDICAL PRACTICE THE WALL HOUSE SURGERY LINGFIELD SURGERY SOUTH PARK SURGERY 0% HOLMHURST MEDICAL CENTRE 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 (1, 794); Practice bases range from 11 to 119 27 © 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 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 Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34, 350); CCG 2019 (80) 28 18 -042653 -01 | Version 1 | Public *% *% Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% Looked for information online Spoke to a Didn’t see or friend or family speak to anyone member

Overall experience of making an appointment Q 22. Overall, how would you describe your experience of making an appointment? CCG’s results over time CCG’s results 8% 4% 31% 16% % Good Very good Fairly good Neither good nor poor Fairly poor 41% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 72 70 14 12 2018 2019 National 72% 67% Good 12% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 46% 97% 55% 75% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (1, 758); CCG 2018 (1, 822); Practice bases range from 11 to 117; CCG bases range from 1, 303 to 6, 093 29 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

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% ELIZABETH HOUSE MEDICAL PRACTICE SMALLFIELD SURGERY MOAT HOUSE SURGERY WOODLANDS ROAD MEDICAL CENTRE WARLINGHAM GREEN MED PRAC GREYSTONE HOUSE SURGERY WAYSIDE MEDICAL PRACTICE OXTED HEALTH CENTRE CCG HAWTHORNS SURGERY BIRCHWOOD MEDICAL PRACTICE POND TAIL SURGERY CATERHAM VALLEY MED. PRACT WHYTELEAFE SURGERY LINGFIELD SURGERY THE WALL HOUSE SURGERY TOWNHILL MEDICAL PRACTICE SOUTH PARK SURGERY 0% HOLMHURST MEDICAL CENTRE 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 (1, 758); Practice bases range from 11 to 117 30 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 31 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 3% 3% 2% Listening to you Treating you with care and concern 9% 8% 8% 36% 35% 52% 54% 55% 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 (1, 794; 1, 788; 1, 795) 32 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 5% 4% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 4% 4% 27% 73% 69% 29% 66% No, not at all Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (637, 385; 705, 397; 706, 338); CCG 2019 (1, 589; 1, 780; 1, 779) 33 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 14% Yes, definitely 29% 56% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 86% Yes 14% No No % No 88 86 14 12 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 60% 99% 83% 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 (653); CCG 2018 (674); Practice bases range from 32 to 59; CCG bases range from 502 to 2, 199 34 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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

Support with managing health conditions Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 20% Yes, definitely 46% 34% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 83 80 20 17 2018 2019 National 80% 78% Yes 20% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 66% 92% 70% 87% 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 (675); CCG 2018 (666); Practice bases range from 29 to 54; CCG bases range from 514 to 2, 406 36 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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% WHYTELEAFE SURGERY SMALLFIELD SURGERY OXTED HEALTH CENTRE WOODLANDS ROAD MEDICAL CENTRE GREYSTONE HOUSE SURGERY MOAT HOUSE SURGERY WAYSIDE MEDICAL PRACTICE HAWTHORNS SURGERY ELIZABETH HOUSE MEDICAL PRACTICE TOWNHILL MEDICAL PRACTICE CCG BIRCHWOOD MEDICAL PRACTICE POND TAIL SURGERY WARLINGHAM GREEN MED PRAC HOLMHURST MEDICAL CENTRE CATERHAM VALLEY MED. PRACT LINGFIELD SURGERY 0% THE WALL HOUSE 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 (675); Practice bases range from 29 to 54 37 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with general practice appointment times 38 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results Very satisfied 6% 11% CCG’s results over time 23% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied 17% Fairly dissatisfied 43% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Dissatisfied 66 65 18 18 2019 Practice range in CCG – % Satisfied CCG National 66% 65% Satisfied 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 38% 88% 54% 72% *Those who say ‘I’m not sure when I can get an appointment’ (2%) 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 (1, 736); CCG 2018 (1, 823); Practice bases range from 13 to 116; CCG bases range from 1, 249 to 6, 029 39 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

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% SMALLFIELD SURGERY ELIZABETH HOUSE MEDICAL PRACTICE GREYSTONE HOUSE SURGERY MOAT HOUSE SURGERY WOODLANDS ROAD MEDICAL CENTRE HAWTHORNS SURGERY CATERHAM VALLEY MED. PRACT WARLINGHAM GREEN MED PRAC TOWNHILL MEDICAL PRACTICE BIRCHWOOD MEDICAL PRACTICE CCG OXTED HEALTH CENTRE POND TAIL SURGERY THE WALL HOUSE SURGERY WAYSIDE MEDICAL PRACTICE WHYTELEAFE SURGERY LINGFIELD SURGERY HOLMHURST MEDICAL CENTRE 0% SOUTH PARK 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 (1, 736); Practice bases range from 13 to 116 40 © 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 questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 41 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? 59% 63% I contacted an NHS service by telephone 25% A healthcare professional called me back A healthcare professional visited me at home 4% 5% 44% I went to A&E 37% 10% 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 4% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (342) 42 © Ipsos MORI 18 -042653 -01 | Version 1 | Public CCG National

Time taken to receive care or advice when GP practice is closed Q 46. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 32% It was about right It took too long 68% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 68 65 35 32 2018 2019 Local CCG range – % About right Lowest Performing Highest Performing 54% 75% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (130, 757); CCG 2019 (317); CCG 2018 (319); CCG bases range from 222 to 1, 081 43 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 68% 66% About right 32% 34% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 11% 46% Yes, definitely Yes, to some extent 43% No, not at all 100 90 80 70 60 50 40 30 20 10 0 % No 89 87 13 11 2018 2019 Comparison of results CCG National 89% 91% Yes 11% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 85% 94% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134, 437); CCG 2019 (328); CCG 2018 (328); CCG bases range from 225 to 1, 121 44 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of services when GP practice is closed Q 48. Overall, how would 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 12% 30% 16% Fairly good Neither good nor poor Fairly poor 39% Very poor 100 90 80 70 60 50 40 30 20 10 0 71 % Poor 69 19 15 2018 2019 Comparison of results CCG National 69% Good 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 58% 75% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134, 770); CCG 2019 (330); CCG 2018 (334); CCG bases range from 227 to 1, 124 45 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

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

Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest – this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part (“true values”). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% – that is, the chances are 95 in 100 that the true value will fall within a specified range (the “ 95% confidence interval”). The table below gives examples of what the confidence intervals look like for an ‘average’ practice and CCG, as well as the confidence intervals at the national level. An example of confidence intervals (at national, CCG and practice level) based on the average number of responses to the question “Overall, how would you describe your experience of your GP practice? ” Approximate confidence intervals for percentages at or near these levels (expressed in percentage points) Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 770, 512 0. 10 0. 15 0. 16 CCG 4, 034 1. 29 1. 96 2. 14 Practice 110 6. 83 10. 06 10. 92 For example, taking a CCG where 4, 034 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1. 96 percentage points from that question’s result (i. e. between 28. 04% and 31. 96%). When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e. g. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 47 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

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

Further background information about the survey • The survey was sent to c. 2. 3 million adult patients registered with a GP practice. • Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone. c. 2. 3 m Surveys to adults registered with an English GP practice • Past results dating back to 2007 are available for every practice in the UK. From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009). • For more information about the survey please visit https: //gp-patient. co. uk/. • The overall response rate to the survey is 33. 1%, based on 770, 512 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. Completed surveys in the July 2019 publication • Further information on the survey including questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: https: //gp-patient. co. uk/surveysandreports. 33. 1% 49 © Ipsos MORI 18 -042653 -01 | Version 1 | Public 770, 512 National response rate

Where to go to do further analysis … • For reports which show the National results broken down by CCG and Practice, go to https: //gp-patient. co. uk/surveysandreports - you can also see previous years’ results here. • To look at this year’s survey data at a national, CCG or practice level, and filter on a specific participant group (e. g. by age), break down the survey results by survey question, or to create and compare different participant ‘subgroups’, go to https: //gp-patient. co. uk/analysistool/2019. • To look at results over time, and filter on a specific participant group, go to https: //gppatient. co. uk/analysistool/trends. • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/faq. 50 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

For further information about the GP Patient Survey, please get in touch with the 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. 51 © Ipsos MORI 18 -042653 -01 | Version 1 | Public