NHS GLOUCESTERSHIRE CCG Latest survey results July 2019

NHS GLOUCESTERSHIRE 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 GLOUCESTERSHIRE CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS GLOUCESTERSHIRE CCG, 20, 618 questionnaires were sent out, and 9, 026 were returned completed. This represents a response rate of 44%. • 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% 3% 90 80 Fairly good 35% % Poor 100 Very good 51% Comparison of results 89 87 70 60 Neither good nor poor Very poor 30 20 10 0 4 4 2018 2019 87% 83% Good 4% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 63% 99% 74% 90% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (8, 906); CCG 2018 (8, 885); Practice bases range from 91 to 142; CCG bases range from 2, 573 to 9, 215 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, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 74% to 90% 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, 573 to 9, 215 %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 63% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 91 to 142 %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: All those completing a questionnaire: National (760, 037); CCG 2019 (8, 906); Practice bases range from 91 to 142 LONGLEVENS SURGERY COTSWOLD MEDICAL PRACTICE FRITHWOOD SURGERY CCG CLEEVELANDS MEDICAL CENTRE DRYBROOK SURGERY ACORN PRACTICE OVERTON PARK SURGERY FOREST HEALTH CARE Practices HOYLAND HOUSE WINCHCOMBE MEDICAL CENTRE UNDERWOOD SURGERY CIRENCESTER HEALTH GROUP ST. GEORGE'S SURGERY Percentage of patients saying ‘good’ CCG CRESCENT BAKERY KINGSHOLM SURGERY CHURCH STREET PRACTICE UPPER THAMES MEDICAL GROUP BARTONGATE SURGERY HILARY COTTAGE SURGERY SIXWAYS CLINIC THE ALNEY PRACTICE WALNUT TREE PRACTICE BRUNSTON PRACTICE QUEDGELEY MEDICAL CENTRE HIGH STREET MEDICAL CENTRE ST. CATHERINE'S SURGERY THE CORINTHIAN SURGERY THE ROYAL WELL SURGERY HADWEN MEDICAL PRACT. STAUNTON & CORSE SURGERY WEST CHELTENHAM MEDICAL SEVERNBANK SURGERY COLEFORD FAMILY DOCTORS BROCKWORTH SURGERY GLOUCESTER CITY HEALTH CENTRE ROMNEY HOUSE SURGERY ROSEBANK HEALTH PARTNERS IN HEALTH, PAVILION FAMILY DRS THE PORTLAND PRACTICE HUCCLECOTE SURGERY GLOUCESTER HEALTH ACCESS CENTRE MARYBROOK MEDICAL CENTRE ASPEN MEDICAL PRACTICE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (760, 037); CCG 2019 (8, 906); Practice bases range from 91 to 142 LYDNEY PRACTICE Percentage of patients saying ‘good’ FRAMPTON SURGERY STROUD VALLEYS FAMILY PRACTICE CAM & ULEY FAMILY PRACTICE MINCHINHAMPTON SURGERY MITCHELDEAN SURGERY ROWCROFT MEDICAL CENTRE MANN COTTAGE SURGERY PRICES MILL SURGERY BEECHES GREEN SURGERY STOW SURGERY CULVERHAY SURGERY RENDCOMB SURGERY MYTHE MEDICAL PRACTICE CHIPPING SURGERY BLAKENEY SURGERY YORKLEIGH SURGERY(CT) YORKLEY HEALTH CENTRE(WG) PHOENIX HEALTH GROUP STONEHOUSE HEALTH CLINIC THE STOKE ROAD SURGERY, CHIPPING CAMPDEN SURGERY HOLTS HEALTH CENTRE LOCKING HILL SURGERY BERKELEY PLACE SURGERY NEWNHAM SURGERY WHITE HOUSE SURGERY ROYAL CRESCENT CHURCHDOWN SURGERY DOCKHAM ROAD SURGERY THE LECKHAMPTON SURGERY REGENT STREET SURGERY Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Local GP services 14 © Ipsos MORI 18 -042653 -01 | Version 1 | 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 6% 14% 27% Very easy Fairly easy Not very easy 53% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 83 80 20 17 2018 2019 Practice range in CCG – % Easy National 80% 68% Easy 20% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 30% 100% 58% 87% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (8, 667); CCG 2018 (8, 646); Practice bases range from 89 to 138; CCG bases range from 2, 495 to 8, 946 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: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (8, 667); Practice bases range from 89 to 138 CAM & ULEY FAMILY PRACTICE MARYBROOK MEDICAL CENTRE HOLTS HEALTH CENTRE CCG LYDNEY PRACTICE UNDERWOOD SURGERY ST. GEORGE'S SURGERY DOCKHAM ROAD SURGERY BERKELEY PLACE SURGERY Practices FOREST HEALTH CARE STOW SURGERY BARTONGATE SURGERY HUCCLECOTE SURGERY STAUNTON & CORSE SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone ACORN PRACTICE ROYAL CRESCENT THE LECKHAMPTON SURGERY CLEEVELANDS MEDICAL CENTRE CCG QUEDGELEY MEDICAL CENTRE OVERTON PARK SURGERY ST. CATHERINE'S SURGERY HILARY COTTAGE SURGERY CHURCHDOWN SURGERY HIGH STREET MEDICAL CENTRE CHIPPING CAMPDEN SURGERY CIRENCESTER HEALTH GROUP UPPER THAMES MEDICAL GROUP CRESCENT BAKERY BROCKWORTH SURGERY THE CORINTHIAN SURGERY THE ROYAL WELL SURGERY CHURCH STREET PRACTICE THE STOKE ROAD SURGERY, SIXWAYS CLINIC COLEFORD FAMILY DOCTORS ROSEBANK HEALTH THE ALNEY PRACTICE GLOUCESTER HEALTH ACCESS CENTRE HADWEN MEDICAL PRACT. PARTNERS IN HEALTH, PAVILION FAMILY DRS GLOUCESTER CITY HEALTH CENTRE NEWNHAM SURGERY THE PORTLAND PRACTICE ASPEN MEDICAL PRACTICE Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (8, 667); Practice bases range from 89 to 138 STROUD VALLEYS FAMILY PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone BEECHES GREEN SURGERY FRITHWOOD SURGERY FRAMPTON SURGERY REGENT STREET SURGERY CHIPPING SURGERY CULVERHAY SURGERY MANN COTTAGE SURGERY COTSWOLD MEDICAL PRACTICE BLAKENEY SURGERY HOYLAND HOUSE ROWCROFT MEDICAL CENTRE MINCHINHAMPTON SURGERY SEVERNBANK SURGERY RENDCOMB SURGERY MYTHE MEDICAL PRACTICE BRUNSTON PRACTICE LONGLEVENS SURGERY DRYBROOK SURGERY ROMNEY HOUSE SURGERY WINCHCOMBE MEDICAL CENTRE STONEHOUSE HEALTH CLINIC PRICES MILL SURGERY MITCHELDEAN SURGERY PHOENIX HEALTH GROUP LOCKING HILL SURGERY YORKLEY HEALTH CENTRE(WG) WALNUT TREE PRACTICE YORKLEIGH SURGERY(CT) WEST CHELTENHAM MEDICAL KINGSHOLM SURGERY WHITE HOUSE SURGERY Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 6% Very helpful 47% 45% 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 92 8 7 2018 2019 National 92% 89% Helpful 8% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 78% 99% 85% 94% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (8, 756); CCG 2018 (8, 747); Practice bases range from 91 to 139; CCG bases range from 2, 527 to 9, 094 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: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (8, 756); Practice bases range from 91 to 139 KINGSHOLM SURGERY COLEFORD FAMILY DOCTORS THE STOKE ROAD SURGERY, CCG CHURCHDOWN SURGERY THE LECKHAMPTON SURGERY BERKELEY PLACE SURGERY HUCCLECOTE SURGERY PHOENIX HEALTH GROUP Practices ROYAL CRESCENT HOYLAND HOUSE ROMNEY HOUSE SURGERY HADWEN MEDICAL PRACT. WALNUT TREE PRACTICE Percentage of patients saying receptionists at the GP practice are ‘helpful’ ACORN PRACTICE BRUNSTON PRACTICE ST. CATHERINE'S SURGERY THE CORINTHIAN SURGERY HILARY COTTAGE SURGERY DRYBROOK SURGERY ST. GEORGE'S SURGERY BARTONGATE SURGERY CCG THE ALNEY PRACTICE MARYBROOK MEDICAL CENTRE FOREST HEALTH CARE CIRENCESTER HEALTH GROUP FRITHWOOD SURGERY HIGH STREET MEDICAL CENTRE GLOUCESTER CITY HEALTH CENTRE THE ROYAL WELL SURGERY OVERTON PARK SURGERY CHURCH STREET PRACTICE QUEDGELEY MEDICAL CENTRE DOCKHAM ROAD SURGERY SIXWAYS CLINIC ROSEBANK HEALTH PARTNERS IN HEALTH, PAVILION FAMILY DRS UPPER THAMES MEDICAL GROUP BROCKWORTH SURGERY GLOUCESTER HEALTH ACCESS CENTRE NEWNHAM SURGERY STAUNTON & CORSE SURGERY THE PORTLAND PRACTICE ASPEN MEDICAL PRACTICE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 20 Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (8, 756); Practice bases range from 91 to 139 BEECHES GREEN SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ STOW SURGERY YORKLEIGH SURGERY(CT) ROWCROFT MEDICAL CENTRE FRAMPTON SURGERY MANN COTTAGE SURGERY RENDCOMB SURGERY BLAKENEY SURGERY YORKLEY HEALTH CENTRE(WG) SEVERNBANK SURGERY REGENT STREET SURGERY STROUD VALLEYS FAMILY PRACTICE WHITE HOUSE SURGERY PRICES MILL SURGERY CAM & ULEY FAMILY PRACTICE MYTHE MEDICAL PRACTICE MITCHELDEAN SURGERY CHIPPING CAMPDEN SURGERY CULVERHAY SURGERY WINCHCOMBE MEDICAL CENTRE LONGLEVENS SURGERY CHIPPING SURGERY COTSWOLD MEDICAL PRACTICE LOCKING HILL SURGERY UNDERWOOD SURGERY STONEHOUSE HEALTH CLINIC HOLTS HEALTH CENTRE CLEEVELANDS MEDICAL CENTRE LYDNEY PRACTICE MINCHINHAMPTON SURGERY WEST CHELTENHAM MEDICAL CRESCENT BAKERY 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? Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

Access to online services 21 © Ipsos MORI 18 -042653 -01 | Version 1 | 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 Practice range within CCG 60 50 40 *% *% *% 30 20 *% *% *% 10 0 CCG National 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 (8, 755); Practice bases range from 89 to 141 22 © Ipsos MORI *% 18 -042653 -01 | Version 1 | Public *% None of these Don't know

Online service use Percentage used online services in past 12 months Q 5. Which 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 (8, 880); Practice bases range from 91 to 142 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 your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 5% 14% 27% Very easy Fairly easy Not very easy 53% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 85 81 19 15 2018 2019 CCG National 81% 77% Easy 19% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 47% 97% 71% 83% *Those who say ‘Haven’t tried’ (62%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 171); CCG 2018 (3, 101); Practice bases range from 14 to 76; CCG bases range from 818 to 3, 424 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: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 171); Practice bases range from 14 to 76 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy THE LECKHAMPTON SURGERY CLEEVELANDS MEDICAL CENTRE CIRENCESTER HEALTH GROUP CCG UNDERWOOD SURGERY PRICES MILL SURGERY CAM & ULEY FAMILY PRACTICE ROYAL CRESCENT PARTNERS IN HEALTH, PAVILION FAMILY DRS Practices ROMNEY HOUSE SURGERY MARYBROOK MEDICAL CENTRE LOCKING HILL SURGERY HIGH STREET MEDICAL CENTRE HILARY COTTAGE SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website THE STOKE ROAD SURGERY, THE ROYAL WELL SURGERY CCG ST. CATHERINE'S SURGERY WEST CHELTENHAM MEDICAL BRUNSTON PRACTICE SIXWAYS CLINIC THE PORTLAND PRACTICE UPPER THAMES MEDICAL GROUP DRYBROOK SURGERY QUEDGELEY MEDICAL CENTRE HUCCLECOTE SURGERY ST. GEORGE'S SURGERY BARTONGATE SURGERY KINGSHOLM SURGERY ROSEBANK HEALTH CHURCHDOWN SURGERY CRESCENT BAKERY BROCKWORTH SURGERY BERKELEY PLACE SURGERY SEVERNBANK SURGERY HOLTS HEALTH CENTRE STONEHOUSE HEALTH CLINIC WALNUT TREE PRACTICE COLEFORD FAMILY DOCTORS GLOUCESTER CITY HEALTH CENTRE HADWEN MEDICAL PRACT. THE CORINTHIAN SURGERY THE ALNEY PRACTICE ACORN PRACTICE ASPEN MEDICAL PRACTICE Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 26 Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (3, 171); Practice bases range from 14 to 76 COTSWOLD MEDICAL PRACTICE Percentage of patients saying it is ‘easy’ to use their GP practice’s website DOCKHAM ROAD SURGERY STOW SURGERY YORKLEIGH SURGERY(CT) WHITE HOUSE SURGERY CULVERHAY SURGERY PHOENIX HEALTH GROUP MINCHINHAMPTON SURGERY NEWNHAM SURGERY HOYLAND HOUSE YORKLEY HEALTH CENTRE(WG) RENDCOMB SURGERY WINCHCOMBE MEDICAL CENTRE MITCHELDEAN SURGERY CHIPPING CAMPDEN SURGERY FOREST HEALTH CARE FRAMPTON SURGERY MANN COTTAGE SURGERY MYTHE MEDICAL PRACTICE OVERTON PARK SURGERY ROWCROFT MEDICAL CENTRE STAUNTON & CORSE SURGERY GLOUCESTER HEALTH ACCESS CENTRE STROUD VALLEYS FAMILY PRACTICE LONGLEVENS SURGERY BEECHES GREEN SURGERY BLAKENEY SURGERY CHURCH STREET PRACTICE LYDNEY PRACTICE FRITHWOOD SURGERY REGENT STREET SURGERY CHIPPING 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? Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Making an appointment 27 © Ipsos MORI 18 -042653 -01 | Version 1 | 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 16% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 58% 11% No, I was not offered a choice of appointment 33% 68 Comparison of results % No 67 33 32 2018 2019 National 67% 62% Yes 33% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 41% 93% 53% 73% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (6, 976); CCG 2018 (6, 989); Practice bases range from 65 to 120; CCG bases range from 2, 048 to 7, 188 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: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (6, 976); Practice bases range from 65 to 120 COTSWOLD MEDICAL PRACTICE HOLTS HEALTH CENTRE ST. CATHERINE'S SURGERY CCG CRESCENT BAKERY COLEFORD FAMILY DOCTORS THE LECKHAMPTON SURGERY DRYBROOK SURGERY LYDNEY PRACTICE Practices WEST CHELTENHAM MEDICAL FOREST HEALTH CARE STAUNTON & CORSE SURGERY THE PORTLAND PRACTICE HOYLAND HOUSE Percentage of patients saying ‘yes’ they were offered a choice of appointment UPPER THAMES MEDICAL GROUP CCG ACORN PRACTICE ROYAL CRESCENT HILARY COTTAGE SURGERY THE ROYAL WELL SURGERY CIRENCESTER HEALTH GROUP UNDERWOOD SURGERY QUEDGELEY MEDICAL CENTRE STOW SURGERY HADWEN MEDICAL PRACT. GLOUCESTER HEALTH ACCESS CENTRE ROSEBANK HEALTH CHURCHDOWN SURGERY OVERTON PARK SURGERY BARTONGATE SURGERY WALNUT TREE PRACTICE MARYBROOK MEDICAL CENTRE SIXWAYS CLINIC CHIPPING CAMPDEN SURGERY CLEEVELANDS MEDICAL CENTRE THE STOKE ROAD SURGERY, GLOUCESTER CITY HEALTH CENTRE THE ALNEY PRACTICE HIGH STREET MEDICAL CENTRE CHURCH STREET PRACTICE BROCKWORTH SURGERY PARTNERS IN HEALTH, PAVILION FAMILY DRS ASPEN MEDICAL PRACTICE NEWNHAM SURGERY HUCCLECOTE 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 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% FRAMPTON SURGERY CULVERHAY SURGERY BLAKENEY SURGERY STONEHOUSE HEALTH CLINIC BEECHES GREEN SURGERY RENDCOMB SURGERY YORKLEY HEALTH CENTRE(WG) ROWCROFT MEDICAL CENTRE CHIPPING SURGERY STROUD VALLEYS FAMILY PRACTICE CAM & ULEY FAMILY PRACTICE SEVERNBANK SURGERY BRUNSTON PRACTICE MANN COTTAGE SURGERY MITCHELDEAN SURGERY KINGSHOLM SURGERY MYTHE MEDICAL PRACTICE PRICES MILL SURGERY ROMNEY HOUSE SURGERY MINCHINHAMPTON SURGERY WINCHCOMBE MEDICAL CENTRE LOCKING HILL SURGERY FRITHWOOD SURGERY WHITE HOUSE SURGERY YORKLEIGH SURGERY(CT) PHOENIX HEALTH GROUP ST. GEORGE'S SURGERY REGENT STREET SURGERY LONGLEVENS SURGERY THE CORINTHIAN SURGERY DOCKHAM ROAD SURGERY 0% BERKELEY PLACE SURGERY 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 (6, 976); Practice bases range from 65 to 120 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 (or appointments) you were offered? CCG’s results over time % Yes 4% Yes, and I accepted an appointment 18% No, but I still took an appointment 79% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 80 Comparison of results % No 79 2018 National 79% 74% Yes, took appt 21 20 CCG 2019 Yes, took appt 18% 20% No, took appt 4% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 54% 99% 65% 84% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (8, 392); CCG 2018 (8, 420); Practice bases range from 85 to 135; CCG bases range from 2, 430 to 8, 680 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 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 (8, 392); Practice bases range from 85 to 135 ROMNEY HOUSE SURGERY FRITHWOOD SURGERY KINGSHOLM SURGERY CCG THE STOKE ROAD SURGERY, LYDNEY PRACTICE MYTHE MEDICAL PRACTICE STOW SURGERY UPPER THAMES MEDICAL GROUP Practices ACORN PRACTICE HILARY COTTAGE SURGERY UNDERWOOD SURGERY CLEEVELANDS MEDICAL CENTRE FOREST HEALTH CARE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered COLEFORD FAMILY DOCTORS OVERTON PARK SURGERY STAUNTON & CORSE SURGERY CCG THE ROYAL WELL SURGERY DRYBROOK SURGERY QUEDGELEY MEDICAL CENTRE REGENT STREET SURGERY ROYAL CRESCENT ST. CATHERINE'S SURGERY SIXWAYS CLINIC GLOUCESTER CITY HEALTH CENTRE CIRENCESTER HEALTH GROUP CRESCENT BAKERY NEWNHAM SURGERY DOCKHAM ROAD SURGERY BARTONGATE SURGERY CHURCH STREET PRACTICE ST. GEORGE'S SURGERY MARYBROOK MEDICAL CENTRE HUCCLECOTE SURGERY THE ALNEY PRACTICE BROCKWORTH SURGERY THE PORTLAND PRACTICE ROSEBANK HEALTH GLOUCESTER HEALTH ACCESS CENTRE THE CORINTHIAN SURGERY PARTNERS IN HEALTH, PAVILION FAMILY DRS HADWEN MEDICAL PRACT. HIGH STREET MEDICAL CENTRE ASPEN MEDICAL PRACTICE Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 33 Comparisons 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 (8, 392); Practice bases range from 85 to 135 BLAKENEY SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered FRAMPTON SURGERY CHIPPING SURGERY BEECHES GREEN SURGERY ROWCROFT MEDICAL CENTRE CULVERHAY SURGERY STONEHOUSE HEALTH CLINIC RENDCOMB SURGERY YORKLEY HEALTH CENTRE(WG) WALNUT TREE PRACTICE BRUNSTON PRACTICE LOCKING HILL SURGERY STROUD VALLEYS FAMILY PRACTICE PRICES MILL SURGERY CHURCHDOWN SURGERY PHOENIX HEALTH GROUP MITCHELDEAN SURGERY HOLTS HEALTH CENTRE BERKELEY PLACE SURGERY YORKLEIGH SURGERY(CT) MINCHINHAMPTON SURGERY CAM & ULEY FAMILY PRACTICE COTSWOLD MEDICAL PRACTICE WINCHCOMBE MEDICAL CENTRE WEST CHELTENHAM MEDICAL SEVERNBANK SURGERY WHITE HOUSE SURGERY MANN COTTAGE SURGERY LONGLEVENS SURGERY CHIPPING CAMPDEN SURGERY THE LECKHAMPTON SURGERY HOYLAND HOUSE 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? Practices 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 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 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 (221) 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 experience of making an appointment? CCG’s results over time CCG’s results 8% 3% 35% 16% % Good Very good Fairly good Neither good nor poor Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 76 73 11 9 2018 2019 National 73% 67% Good 11% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 41% 97% 55% 80% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (8, 311); CCG 2018 (8, 312); Practice bases range from 84 to 133; CCG bases range from 2, 403 to 8, 607 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: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (8, 311); Practice bases range from 84 to 133 LYDNEY PRACTICE STAUNTON & CORSE SURGERY UNDERWOOD SURGERY CCG REGENT STREET SURGERY BRUNSTON PRACTICE MYTHE MEDICAL PRACTICE CHURCHDOWN SURGERY YORKLEIGH SURGERY(CT) Practices ROMNEY HOUSE SURGERY CHIPPING CAMPDEN SURGERY OVERTON PARK SURGERY QUEDGELEY MEDICAL CENTRE ST. GEORGE'S SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment THE STOKE ROAD SURGERY, CIRENCESTER HEALTH GROUP UPPER THAMES MEDICAL GROUP ACORN PRACTICE HILARY COTTAGE SURGERY DRYBROOK SURGERY THE ROYAL WELL SURGERY FOREST HEALTH CARE CCG CRESCENT BAKERY ROYAL CRESCENT ST. CATHERINE'S SURGERY CLEEVELANDS MEDICAL CENTRE BARTONGATE SURGERY SIXWAYS CLINIC CHURCH STREET PRACTICE COLEFORD FAMILY DOCTORS GLOUCESTER HEALTH ACCESS CENTRE HIGH STREET MEDICAL CENTRE MARYBROOK MEDICAL CENTRE GLOUCESTER CITY HEALTH CENTRE THE CORINTHIAN SURGERY THE PORTLAND PRACTICE HUCCLECOTE SURGERY THE ALNEY PRACTICE BROCKWORTH SURGERY PARTNERS IN HEALTH, PAVILION FAMILY DRS NEWNHAM SURGERY ROSEBANK HEALTH HADWEN MEDICAL PRACT. ASPEN MEDICAL PRACTICE Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 37 Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (8, 311); Practice bases range from 84 to 133 FRAMPTON SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment BLAKENEY SURGERY CULVERHAY SURGERY CHIPPING SURGERY STONEHOUSE HEALTH CLINIC RENDCOMB SURGERY BEECHES GREEN SURGERY STROUD VALLEYS FAMILY PRACTICE CAM & ULEY FAMILY PRACTICE ROWCROFT MEDICAL CENTRE MANN COTTAGE SURGERY YORKLEY HEALTH CENTRE(WG) DOCKHAM ROAD SURGERY BERKELEY PLACE SURGERY KINGSHOLM SURGERY PRICES MILL SURGERY LONGLEVENS SURGERY STOW SURGERY FRITHWOOD SURGERY WEST CHELTENHAM MEDICAL MITCHELDEAN SURGERY WALNUT TREE PRACTICE WHITE HOUSE SURGERY MINCHINHAMPTON SURGERY SEVERNBANK SURGERY THE LECKHAMPTON SURGERY COTSWOLD MEDICAL PRACTICE HOLTS HEALTH CENTRE LOCKING HILL SURGERY PHOENIX HEALTH GROUP HOYLAND HOUSE WINCHCOMBE MEDICAL CENTRE 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? Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 38 © Ipsos MORI 18 -042653 -01 | 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) 2% 3% 3% Listening to you Treating you with care and concern 8% 7% 7% 34% 33% 57% 57% 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 (8, 471; 8, 447; 8, 476) 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. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 5% 4% 5% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 4% 5% 23% 28% 74% 68% 30% 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 (7, 526; 8, 366; 8, 389) 40 © 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 11% Yes, definitely 30% 60% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 89% 86% Yes 11% 14% No No % No 90 89 11 10 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 72% 99% 83% 92% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (284, 999); CCG 2019 (3, 148); CCG 2018 (3, 084); Practice bases range from 26 to 62; CCG bases range from 909 to 3, 361 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 | 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 16% Yes, definitely 49% 35% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 84 84 16 16 2018 2019 National 84% 78% Yes 16% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 62% 96% 77% 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 (3, 381); CCG 2018 (3, 311); Practice bases range from 28 to 66; CCG bases range from 974 to 3, 629 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: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (3, 381); Practice bases range from 28 to 66 HILARY COTTAGE SURGERY BRUNSTON PRACTICE ROYAL CRESCENT CCG COTSWOLD MEDICAL PRACTICE HADWEN MEDICAL PRACT. ST. GEORGE'S SURGERY COLEFORD FAMILY DOCTORS LONGLEVENS SURGERY Practices FOREST HEALTH CARE UNDERWOOD SURGERY CCG ACORN PRACTICE CHIPPING SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) DOCKHAM ROAD SURGERY MITCHELDEAN SURGERY THE LECKHAMPTON SURGERY CLEEVELANDS MEDICAL CENTRE WINCHCOMBE MEDICAL CENTRE WEST CHELTENHAM MEDICAL ST. CATHERINE'S SURGERY HOLTS HEALTH CENTRE LOCKING HILL SURGERY MINCHINHAMPTON SURGERY BARTONGATE SURGERY THE CORINTHIAN SURGERY YORKLEY HEALTH CENTRE(WG) HUCCLECOTE SURGERY ROWCROFT MEDICAL CENTRE STROUD VALLEYS FAMILY PRACTICE GLOUCESTER HEALTH ACCESS CENTRE CHIPPING CAMPDEN SURGERY MARYBROOK MEDICAL CENTRE THE PORTLAND PRACTICE ASPEN MEDICAL PRACTICE ROSEBANK HEALTH CHURCH STREET PRACTICE QUEDGELEY MEDICAL CENTRE KINGSHOLM SURGERY HIGH STREET MEDICAL CENTRE DRYBROOK SURGERY BROCKWORTH SURGERY GLOUCESTER CITY HEALTH CENTRE THE ROYAL WELL SURGERY CRESCENT BAKERY 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 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% RENDCOMB SURGERY STOW SURGERY UPPER THAMES MEDICAL GROUP NEWNHAM SURGERY WHITE HOUSE SURGERY PHOENIX HEALTH GROUP STAUNTON & CORSE SURGERY THE ALNEY PRACTICE REGENT STREET SURGERY CAM & ULEY FAMILY PRACTICE BEECHES GREEN SURGERY BERKELEY PLACE SURGERY PARTNERS IN HEALTH, PAVILION FAMILY DRS SIXWAYS CLINIC MYTHE MEDICAL PRACTICE HOYLAND HOUSE FRITHWOOD SURGERY LYDNEY PRACTICE FRAMPTON SURGERY BLAKENEY SURGERY YORKLEIGH SURGERY(CT) ROMNEY HOUSE SURGERY CIRENCESTER HEALTH GROUP WALNUT TREE PRACTICE PRICES MILL SURGERY THE STOKE ROAD SURGERY, SEVERNBANK SURGERY CHURCHDOWN SURGERY OVERTON PARK SURGERY CULVERHAY SURGERY STONEHOUSE HEALTH CLINIC 0% MANN COTTAGE 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 (3, 381); Practice bases range from 28 to 66 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 | 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 9% CCG’s results over time Very satisfied 5% 26% 17% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 43% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 70 Comparison of results % Dissatisfied 69 14 14 2018 2019 Practice range in CCG – % Satisfied CCG National 69% 65% Satisfied 14% 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 46% 97% 57% 75% *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 (8, 190); CCG 2018 (8, 288); Practice bases range from 84 to 128; CCG bases range from 2, 266 to 8, 328 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: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (8, 190); Practice bases range from 84 to 128 CHURCHDOWN SURGERY THE ROYAL WELL SURGERY OVERTON PARK SURGERY CCG HOLTS HEALTH CENTRE FRITHWOOD SURGERY ST. GEORGE'S SURGERY GLOUCESTER HEALTH ACCESS CENTRE LYDNEY PRACTICE Practices BARTONGATE SURGERY CCG WHITE HOUSE SURGERY COLEFORD FAMILY DOCTORS ST. CATHERINE'S SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available THE LECKHAMPTON SURGERY HOYLAND HOUSE CHIPPING CAMPDEN SURGERY STAUNTON & CORSE SURGERY HILARY COTTAGE SURGERY CLEEVELANDS MEDICAL CENTRE DRYBROOK SURGERY CIRENCESTER HEALTH GROUP ACORN PRACTICE ROYAL CRESCENT ROMNEY HOUSE SURGERY UPPER THAMES MEDICAL GROUP WALNUT TREE PRACTICE CRESCENT BAKERY THE CORINTHIAN SURGERY FOREST HEALTH CARE THE STOKE ROAD SURGERY, HIGH STREET MEDICAL CENTRE BROCKWORTH SURGERY CHURCH STREET PRACTICE GLOUCESTER CITY HEALTH CENTRE MARYBROOK MEDICAL CENTRE HADWEN MEDICAL PRACT. PARTNERS IN HEALTH, PAVILION FAMILY DRS SIXWAYS CLINIC HUCCLECOTE SURGERY THE ALNEY PRACTICE NEWNHAM SURGERY THE PORTLAND PRACTICE ASPEN MEDICAL PRACTICE ROSEBANK HEALTH Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 49 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (8, 190); Practice bases range from 84 to 128 FRAMPTON SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available CHIPPING SURGERY STONEHOUSE HEALTH CLINIC CULVERHAY SURGERY ROWCROFT MEDICAL CENTRE CAM & ULEY FAMILY PRACTICE BEECHES GREEN SURGERY BLAKENEY SURGERY YORKLEY HEALTH CENTRE(WG) PHOENIX HEALTH GROUP MYTHE MEDICAL PRACTICE STROUD VALLEYS FAMILY PRACTICE DOCKHAM ROAD SURGERY RENDCOMB SURGERY LOCKING HILL SURGERY YORKLEIGH SURGERY(CT) SEVERNBANK SURGERY MANN COTTAGE SURGERY UNDERWOOD SURGERY LONGLEVENS SURGERY PRICES MILL SURGERY MITCHELDEAN SURGERY COTSWOLD MEDICAL PRACTICE BERKELEY PLACE SURGERY MINCHINHAMPTON SURGERY WINCHCOMBE MEDICAL CENTRE KINGSHOLM SURGERY BRUNSTON PRACTICE STOW SURGERY QUEDGELEY MEDICAL CENTRE REGENT STREET SURGERY WEST CHELTENHAM MEDICAL 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? Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

Services when GP practice is closed • The services when GP practice is closed 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 services you contacted, which of the following happened on that occasion? 72% I contacted an NHS service by telephone 63% 30% 25% A healthcare professional called me back A healthcare professional visited me at home 7% 5% 37% I went to A&E 14% 12% I saw a pharmacist I went to another general practice service 8% 8% 13% 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, 470) 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. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 28% It was about right It took too long 72% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 73 72 28 27 2018 2019 Local CCG range – % About right Lowest Performing Highest Performing 63% 74% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (130, 757); CCG 2019 (1, 414); CCG 2018 (1, 447); CCG bases range from 399 to 1, 529 52 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 72% 66% About right 28% 34% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. 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% Yes, definitely 48% 43% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 93 % No 91 9 7 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, 427); CCG 2018 (1, 482); CCG bases range from 411 to 1, 562 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 you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good 7% Very good 5% 34% 14% Fairly good Neither good nor poor Fairly poor 41% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor 75 74 12 12 2018 2019 Comparison of results CCG National 75% 69% Good 12% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 63% 79% 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, 426); CCG 2018 (1, 485); CCG bases range from 413 to 1, 563 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 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 | 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% 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 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 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