NHS Hammersmith and Fulham CCG Latest survey results

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NHS Hammersmith and Fulham CCG Latest survey results July 2017 publication Version 1| Public

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

Contents This slide pack provides results for the following topic areas: Background, introduction and

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

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

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

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gppatient. co. uk/. • This slide pack presents some of the key results for NHS Hammersmith and Fulham CCG. • The data in this slide pack are based on the July 2017 GPPS publication. In contrast to previous years when the survey was carried out across two waves, the GPPS now consists of a single wave of fieldwork carried out annually, from January 2017 to March 2017. However, the sample size has remained similar, continuing to provide practice-level data. • In NHS Hammersmith and Fulham CCG, 11, 238 questionnaires were sent out, and 2, 780 were returned completed. This represents a response rate of 25%. • Prior to 2015 these slide packs presented Area Team averages for each CCG. These are no longer included following the integration of Area Teams into the four existing Regional Teams. However, CCGs can still see how their results compare to those of other local CCGs. • The questionnaire can be found here: https: //gp-patient. co. uk/surveys-and-reports. Note the numbering may change each publication due to the addition or removal of questions. 4 © Ipsos MORI 15 -080216 -01 Version 1 | Public

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

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Making appointments - Waiting times • However, given the consistency of the survey across organisations and over time, GPPS can be used as one element of evidence. • It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys. • This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. - Perceptions of care at appointments - Practice opening hours - Out-of-hours services • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations and over time. • The survey has limitations: - Sample sizes at practice level are relatively small. - The data are provided once a year rather than in real time. The survey does not include qualitative data which limits the detail provided by the results. 5 © Ipsos MORI 15 -080216 -01 Version 1 | Public

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

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

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

Interpreting the results • • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • - All comparisons are indicative only. Differences may not be statistically significant – particularly when comparing practices due to low numbers of responses. For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. Maps: - CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. Trends: • Latest / July 2017: refers to the July 2017 publication (fieldwork January to March 2017). July 2016: refers to the July 2016 publication (fieldwork July to September 2015 and January to March 2016). 15 -080216 -01 Version 1 | Public When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. - July 2015: refers to the July 2015 publication (fieldwork July to September 2014 and January to March 2015). - July 2014: refers to the July 2014 publication (fieldwork July to September 2013 and January to March 2014). - June 2013: Refers to the June 2013 publication (fieldwork July to September 100% Where results do not sum to 2012 and January to March 2013). For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI * More than 0% but less than 0. 5% 100%, or where individual responses (e. g. fairly good; very good) do not sum to combined responses (e. g. very/fairly good) this is due to rounding.

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

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

Overall experience of GP surgery Q 28. Overall, how would you describe your experience

Overall experience of GP surgery Q 28. Overall, how would you describe your experience of your GP surgery? CCG’s results over time % Good % Poor 90 80 83 84 83 83 Very good 6% 100 11% 82 Fairly good 39% 70 Neither good nor poor 60 50 Fairly poor 40 30 0 Very poor 43% 20 10 Comparison of results 6 June 2013 6 6 5 July 2014 July 2015 July 2016 7 National 82% 85% Good 7% 5% Poor July 2017 Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 66% 96% 73% 87% Base: All those completing a questionnaire: National (794, 704); CCG 2017 (2, 721); CCG 2016 (2, 844); CCG 2015 (2, 768); CCG 2014 (3, 076); CCG 2013 (3, 267); Practice bases range from 52 to 131; CCG bases range from 2, 464 to 7, 689 9 © Ipsos MORI CCG 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other local CCGs Q 28. Overall,

Overall experience: how the CCG’s results compare to other local CCGs Q 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 73% to 87% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 2, 464 to 7, 689 %Good = %Very good + %Fairly good 10 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe

Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 66% to 96% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 52 to 131 %Good = %Very good + %Fairly good 11 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 12 Base: All

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 12 Base: All those completing a questionnaire: National (794, 704); CCG (2, 721); Practice bases range from 52 to 131 THE SURGERY, 82 LILLIE ROAD THE NEW SURGERY THE LILYVILLE SURGERY Practices HAMMERSMITH SURGERY FULHAM CROSS MEDICAL CENTRE PARK MEDICAL CENTRE THE MEDICAL CENTRE, DR KUKAR SALISBURY SURGERY Percentage of patients saying good RICHFORD GATE MEDICAL CENTRE HAMMERSMITH & FULHAM CENTRES FOR HEALTH BROOK GREEN MEDICAL CENTRE THE SURGERY, DR DAS & PARTNERS SANDS END HEALTH CLINIC SHEPHERDS BUSH MEDICAL CENTRE NORTH END MEDICAL CENTRE THE SURGERY, DR MANGWANA & PARTNERS CCG ASHCHURCH SURGERY DR UPPAL & PARTN, PARKVIEW CTR FOR H&W LILLIE ROAD HEALTH CENTRE THE SURGERY, DR DASGUPTA & PARTNERS CASSIDY ROAD MEDICAL CENTRE DR RK KUKAR, PARKVIEW CTR FOR H&W ASHVILLE SURGERY THE MEDICAL CENTRE, DR JEFFERIES & PARTN DR CANISIUS & DR HASAN, PARKVIEW CFH&W THE FULHAM MEDICAL CENTRE CANBERRA PRACTICE, PARKVIEW CTR FOR H&W BROOK GREEN SURGERY THE BUSH DOCTORS STERNDALE SURGERY Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good

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

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

Ease of getting through to GP surgery on the phone Q 3. Generally, how

Ease of getting through to GP surgery on the phone Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? CCG’s results over time % Easy CCG % Not easy 100 7% 5% 70 75 73 71 73 70 Very easy 24% 90 80 Fairly easy 18% 50 Not at all easy 40 30 20 24 22 25 22 Haven't tried 10 46% 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Easy 68% Easy 25% 28% Not easy Local CCG range - % Easy Lowest Performing Highest Performing 43% 89% 49% 79% Base: All those completing a questionnaire: National (804, 177); CCG 2017 (2, 753); CCG 2016 (2, 892); CCG 2015 (2, 833); CCG 2014 (3, 137); CCG 2013 (3, 342); Practice bases range from 52 to 131; CCG bases range from 2, 479 to 7, 819 14 © Ipsos MORI 15 -080216 -01 Version 1 | Public National 70% Not very easy 60 20 Comparison of results %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

THE FULHAM MEDICAL CENTRE 0% © Ipsos MORI 15 -080216 -01 Version 1 |

THE FULHAM MEDICAL CENTRE 0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 15 Base: All those completing a questionnaire: National (804, 177); CCG (2, 753); Practice bases range from 52 to 131 THE NEW SURGERY Practices FULHAM CROSS MEDICAL CENTRE THE SURGERY, DR DAS & PARTNERS HAMMERSMITH & FULHAM CENTRES FOR HEALTH SALISBURY SURGERY BROOK GREEN SURGERY THE SURGERY, 82 LILLIE ROAD THE LILYVILLE SURGERY DR RK KUKAR, PARKVIEW CTR FOR H&W CASSIDY ROAD MEDICAL CENTRE THE MEDICAL CENTRE, DR JEFFERIES & PARTN THE SURGERY, DR MANGWANA & PARTNERS BROOK GREEN MEDICAL CENTRE PARK MEDICAL CENTRE RICHFORD GATE MEDICAL CENTRE SANDS END HEALTH CLINIC CCG NORTH END MEDICAL CENTRE LILLIE ROAD HEALTH CENTRE CANBERRA PRACTICE, PARKVIEW CTR FOR H&W SHEPHERDS BUSH MEDICAL CENTRE THE SURGERY, DR DASGUPTA & PARTNERS THE MEDICAL CENTRE, DR KUKAR THE BUSH DOCTORS DR CANISIUS & DR HASAN, PARKVIEW CFH&W ASHCHURCH SURGERY ASHVILLE SURGERY HAMMERSMITH SURGERY STERNDALE SURGERY DR UPPAL & PARTN, PARKVIEW CTR FOR H&W Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? CCG National average 100% Percentage of patients saying it is ‘easy’ to get through to someone on the phone 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP surgery Q 4. How helpful do you find the

Helpfulness of receptionists at GP surgery Q 4. How helpful do you find the receptionists at your GP surgery? CCG’s results over time % Helpful CCG % Not helpful 100 90 80 87 86 Comparison of results 86 85 9% 85 70 Very helpful 3%3% Fairly helpful 41% 60 Not very helpful National 85% 87% Helpful 50 Not at all helpful 40 30 20 10 44% 12 12 Don't know 12 0 June 2013 July 2014 July 2015 July 2016 July 2017 11% Not helpful Local CCG range - % Helpful Practice range in CCG - % Helpful Lowest Performing Highest Performing 70% 95% 78% 89% Base: All those completing a questionnaire: National (803, 718); CCG 2017 (2, 763); CCG 2016 (2, 895); CCG 2015 (2, 826); CCG 2014 (3, 140); CCG 2013 (3, 333); Practice bases range from 53 to 133; CCG bases range from 2, 480 to 7, 799 16 © Ipsos MORI 12% 15 -080216 -01 Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 17 Base: All

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 17 Base: All those completing a questionnaire: National (803, 718); CCG (2, 763); Practice bases range from 53 to 133 BROOK GREEN SURGERY SALISBURY SURGERY HAMMERSMITH & FULHAM CENTRES FOR HEALTH Practices HAMMERSMITH SURGERY ASHCHURCH SURGERY SANDS END HEALTH CLINIC THE SURGERY, DR DAS & PARTNERS THE SURGERY, DR MANGWANA & PARTNERS PARK MEDICAL CENTRE BROOK GREEN MEDICAL CENTRE FULHAM CROSS MEDICAL CENTRE RICHFORD GATE MEDICAL CENTRE THE NEW SURGERY CASSIDY ROAD MEDICAL CENTRE THE MEDICAL CENTRE, DR KUKAR NORTH END MEDICAL CENTRE THE FULHAM MEDICAL CENTRE CCG DR RK KUKAR, PARKVIEW CTR FOR H&W THE SURGERY, 82 LILLIE ROAD THE LILYVILLE SURGERY ASHVILLE SURGERY DR UPPAL & PARTN, PARKVIEW CTR FOR H&W THE MEDICAL CENTRE, DR JEFFERIES & PARTN SHEPHERDS BUSH MEDICAL CENTRE THE BUSH DOCTORS STERNDALE SURGERY LILLIE ROAD HEALTH CENTRE THE SURGERY, DR DASGUPTA & PARTNERS CANBERRA PRACTICE, PARKVIEW CTR FOR H&W DR CANISIUS & DR HASAN, PARKVIEW CFH&W Helpfulness of receptionists at GP surgery: how the CCG’s practices compare Q 4. How helpful do you find the receptionists at your GP surgery? CCG National average 100% Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Helpful = %Very helpful + %Fairly helpful

Awareness of online services Percentage aware of online services offered by GP surgery Q

Awareness of online services Percentage aware of online services offered by GP surgery Q 6. As far as you know, which of the following online services does your GP surgery offer? 100 90 80 70 Practice range within CCG 60 50 40 *% *% 30 *% *% 10 Booking appointments online Ordering repeat prescriptions online CCG National 20 0 *% *% Accessing my medical records online *% *% None of these Don't know Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (782, 347); CCG (2, 672); Practice bases range from 52 to 130 18 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Online service use Percentage used online services in past 6 months Q 7. And

Online service use Percentage used online services in past 6 months Q 7. And in the past 6 months, which of the following online services have you used at your GP surgery? 100 90 *% *% 80 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% 10 0 *% *% Booking appointments online Ordering repeat prescriptions online *% Accessing my medical records online None of these Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (786, 183); CCG (2, 688); Practice bases range from 51 to 131 19 © Ipsos MORI 15 -080216 -01 Version 1 | Public

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

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

Success in getting an appointment Q 12. Last time you wanted to see or

Success in getting an appointment Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? CCG’s results CCG's results over time % Yes % No 100 90 80 Yes 5% 82 83 80 14% Yes, but I had to call back closer to or on the day No 70 60 11% 50 40 30 20 10 Comparison of results 69% 14 13 13 14 12 Can't remember CCG National 80% 84% Yes 14% 11% No No 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 59% 95% 73% 88% Base: All those completing a questionnaire: National (772, 293); CCG 2017 (2, 627); CCG 2016 (2, 754); CCG 2015 (2, 725); CCG 2014 (2, 990); CCG 2013 (3, 202); Practice bases range from 47 to 129; CCG bases range from 2, 378 to 7, 450 21 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes + %Yes, but I had to call back closer to or on the day

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0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 22 Base: All those completing a questionnaire: National (772, 293); CCG (2, 627); Practice bases range from 47 to 129 THE LILYVILLE SURGERY RICHFORD GATE MEDICAL CENTRE HAMMERSMITH & FULHAM CENTRES FOR HEALTH Practices FULHAM CROSS MEDICAL CENTRE HAMMERSMITH SURGERY CASSIDY ROAD MEDICAL CENTRE ASHCHURCH SURGERY SALISBURY SURGERY SHEPHERDS BUSH MEDICAL CENTRE THE SURGERY, DR DAS & PARTNERS DR RK KUKAR, PARKVIEW CTR FOR H&W THE SURGERY, 82 LILLIE ROAD THE SURGERY, DR DASGUPTA & PARTNERS SANDS END HEALTH CLINIC THE SURGERY, DR MANGWANA & PARTNERS BROOK GREEN MEDICAL CENTRE NORTH END MEDICAL CENTRE THE MEDICAL CENTRE, DR KUKAR BROOK GREEN SURGERY CCG THE FULHAM MEDICAL CENTRE THE NEW SURGERY PARK MEDICAL CENTRE THE MEDICAL CENTRE, DR JEFFERIES & PARTN THE BUSH DOCTORS DR CANISIUS & DR HASAN, PARKVIEW CFH&W LILLIE ROAD HEALTH CENTRE ASHVILLE SURGERY CANBERRA PRACTICE, PARKVIEW CTR FOR H&W STERNDALE SURGERY DR UPPAL & PARTN, PARKVIEW CTR FOR H&W Success in getting an appointment: how the CCG’s practices compare Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? CCG National average 100% Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Yes + %Yes, but I had to call back closer to or on the day

Convenience of appointment Q 15. How convenient was the appointment you were able to

Convenience of appointment Q 15. How convenient was the appointment you were able to get? CCG’s results CCG's results over time % Convenient Comparison of results CCG National Fairly convenient 90% 92% Not very convenient Convenient Very convenient 9% 100 90 90 80 89 87 90 88 43% 70 60 50 46% 40 Not at all convenient 30 20 10 10 13 11 12 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Convenient 8% Not convenient Local CCG range - % Convenient Lowest Performing Highest Performing 75% 99% 85% 92% Base: All those able to get an appointment: National (658, 980); CCG 2017 (2, 160); CCG 2016 (2, 298); CCG 2015 (2, 283); CCG 2014 (2, 489); CCG 2013 (2, 667); Practice bases range from 38 to 107; CCG bases range from 2, 035 to 5, 887 23 © Ipsos MORI 10% 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient

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0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 24 Base: All those able to get an appointment: National (658, 980); CCG (2, 160); Practice bases range from 38 to 107 SALISBURY SURGERY HAMMERSMITH SURGERY FULHAM CROSS MEDICAL CENTRE Practices SANDS END HEALTH CLINIC THE SURGERY, DR DAS & PARTNERS HAMMERSMITH & FULHAM CENTRES FOR HEALTH THE LILYVILLE SURGERY LILLIE ROAD HEALTH CENTRE THE FULHAM MEDICAL CENTRE SHEPHERDS BUSH MEDICAL CENTRE THE NEW SURGERY DR UPPAL & PARTN, PARKVIEW CTR FOR H&W RICHFORD GATE MEDICAL CENTRE THE SURGERY, DR DASGUPTA & PARTNERS DR RK KUKAR, PARKVIEW CTR FOR H&W PARK MEDICAL CENTRE BROOK GREEN SURGERY CCG ASHCHURCH SURGERY CASSIDY ROAD MEDICAL CENTRE CANBERRA PRACTICE, PARKVIEW CTR FOR H&W THE BUSH DOCTORS THE SURGERY, DR MANGWANA & PARTNERS BROOK GREEN MEDICAL CENTRE THE SURGERY, 82 LILLIE ROAD NORTH END MEDICAL CENTRE DR CANISIUS & DR HASAN, PARKVIEW CFH&W ASHVILLE SURGERY THE MEDICAL CENTRE, DR JEFFERIES & PARTN THE MEDICAL CENTRE, DR KUKAR STERNDALE SURGERY Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? CCG National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment (rebased to include those unable to get an appointment) Q 15.

Convenience of appointment (rebased to include those unable to get an appointment) Q 15. How convenient was the appointment you were able to get? (rebased) Comparison of results CCG’s results* CCG National Fairly convenient 76% 81% Not very convenient Convenient Not at all convenient 24% 19% Not convenient/ unable to get an appointment Very convenient 15% 37% 7% 39% Local CCG range - % Convenient Practice range in CCG - % Convenient Lowest Performing Highest Performing 49% 93% 67% 84% * Trend data is not available for this question as Q 15 rebased is not included in datasets pre July 2017 publication. * %Convenient = %Very convenient + %Fairly convenient %Not/ unable = %Not very convenient + %Not at all convenient + %Unable to get appointment Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG 2017 (2, 483); Practice bases range from 43 to 122; CCG bases range from 2, 278 to 6, 838 25 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 26 Base: All

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 26 Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (2, 483); Practice bases range from 43 to 122 HAMMERSMITH SURGERY SALISBURY SURGERY FULHAM CROSS MEDICAL CENTRE Practices HAMMERSMITH & FULHAM CENTRES FOR HEALTH THE LILYVILLE SURGERY RICHFORD GATE MEDICAL CENTRE SHEPHERDS BUSH MEDICAL CENTRE THE SURGERY, DR DAS & PARTNERS SANDS END HEALTH CLINIC DR RK KUKAR, PARKVIEW CTR FOR H&W LILLIE ROAD HEALTH CENTRE ASHCHURCH SURGERY THE FULHAM MEDICAL CENTRE CASSIDY ROAD MEDICAL CENTRE THE SURGERY, 82 LILLIE ROAD THE NEW SURGERY THE SURGERY, DR DASGUPTA & PARTNERS BROOK GREEN MEDICAL CENTRE NORTH END MEDICAL CENTRE CCG BROOK GREEN SURGERY THE SURGERY, DR MANGWANA & PARTNERS PARK MEDICAL CENTRE THE BUSH DOCTORS DR CANISIUS & DR HASAN, PARKVIEW CFH&W THE MEDICAL CENTRE, DR KUKAR DR UPPAL & PARTN, PARKVIEW CTR FOR H&W THE MEDICAL CENTRE, DR JEFFERIES & PARTN CANBERRA PRACTICE, PARKVIEW CTR FOR H&W ASHVILLE SURGERY STERNDALE SURGERY Convenience of appointment (rebased to include those unable to get an appointment): how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? (rebased) CCG National average 100% Percentage of patients saying their appointment was ‘convenient’ 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Convenient = %Very convenient + %Fairly convenient

What patients do when they are unable to get appointment / are offered an

What patients do when they are unable to get appointment / are offered an inconvenient appointment Percentage who went on to do something else when unable to get appointment/ offered inconvenient appointment Q 17. What did you do on that occasion? 100% 90% 80% 70% CCG 60% 50% 40% *% National *% 30% *% 20% *% 10% 0% *% *% Went to the Got an Had a consultation appointment I was appointment for a over the phone offered different day *% *% *% Went to A&E *% *% Saw a pharmacist Used another NHSDecided to contact Didn’t see or service my surgery speak to anyone another time Comparisons are indicative only: differences may not be statistically significant Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (110, 834); CCG (482) 27 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience of making an appointment Q 18. Overall, how would you describe your

Overall experience of making an appointment Q 18. Overall, how would you describe your experience of making an appointment? CCG’s results CCG's results over time % Good % Poor 9% 4% 100 80 70 Very good 31% 90 73 70 69 60 71 70 Fairly good 17% Neither good nor poor 40 Very poor 30 10 CCG National 70% 73% Good Fairly poor 50 20 Comparison of results 12 13 13 39% 13 12 13% Poor 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Good Local CCG range - % Good Lowest Performing Highest Performing 45% 92% 58% 77% Base: All those completing a questionnaire: National (768, 706); CCG 2017 (2, 634); CCG 2016 (2, 751); CCG 2015 (2, 726); CCG 2014 (2, 989); CCG 2013 (3, 204); Practice bases range from 51 to 127; CCG bases range from 2, 369 to 7, 457 28 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 29 Base: All

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 29 Base: All those completing a questionnaire: National (768, 706); CCG (2, 634); Practice bases range from 51 to 127 SALISBURY SURGERY FULHAM CROSS MEDICAL CENTRE THE SURGERY, 82 LILLIE ROAD Practices SHEPHERDS BUSH MEDICAL CENTRE THE LILYVILLE SURGERY THE SURGERY, DR DAS & PARTNERS RICHFORD GATE MEDICAL CENTRE HAMMERSMITH & FULHAM CENTRES FOR HEALTH SANDS END HEALTH CLINIC THE NEW SURGERY CASSIDY ROAD MEDICAL CENTRE BROOK GREEN MEDICAL CENTRE DR RK KUKAR, PARKVIEW CTR FOR H&W NORTH END MEDICAL CENTRE THE SURGERY, DR DASGUPTA & PARTNERS LILLIE ROAD HEALTH CENTRE HAMMERSMITH SURGERY CCG THE SURGERY, DR MANGWANA & PARTNERS THE FULHAM MEDICAL CENTRE BROOK GREEN SURGERY ASHCHURCH SURGERY THE MEDICAL CENTRE, DR KUKAR THE MEDICAL CENTRE, DR JEFFERIES & PARTN DR UPPAL & PARTN, PARKVIEW CTR FOR H&W CANBERRA PRACTICE, PARKVIEW CTR FOR H&W PARK MEDICAL CENTRE DR CANISIUS & DR HASAN, PARKVIEW CFH&W ASHVILLE SURGERY THE BUSH DOCTORS STERNDALE SURGERY Overall experience of making an appointment: how the CCG’s practices compare Q 18. Overall, how would you describe your experience of making an appointment? CCG National average Percentage of patients saying they had a ‘good’ experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good

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

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

Waiting times at the GP surgery Q 20. How do you feel about how

Waiting times at the GP surgery Q 20. How do you feel about how long you normally have to wait to be seen? CCG’s results CCG's results over time % Don't wait too long I don't normally have to wait too long I have to wait a bit too long 8% 100 11% 90 80 70 60 50 40 30 54 39 53 42 53 40 53 39 Comparison of results I have to wait far too long 53% 29% No opinion/doesn't apply 20 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG – % Don’t wait too long National 53% 58% Don’t wait too long 39% 33% Wait too long Lowest Performing Highest Performing 28% 74% 41% 63% 31 15 -080216 -01 Version 1 | Public Don’t wait too long Local CCG range – % Don’t wait too long Base: All those completing a questionnaire: National (772, 842); CCG 2017 (2, 655); CCG 2016 (2, 761); CCG 2015 (2, 731); CCG 2014 (3, 008); CCG 2013 (3, 224); Practice bases range from 51 to 131; CCG bases range from 2, 368 to 7, 485 © Ipsos MORI CCG %Wait too long= %Wait a bit too long + %Wait far too long

BROOK GREEN SURGERY 0% © Ipsos MORI 15 -080216 -01 Version 1 | Public

BROOK GREEN SURGERY 0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 32 Base: All those completing a questionnaire: National (772, 842); CCG (2, 655); Practice bases range from 51 to 131 THE SURGERY, DR DAS & PARTNERS THE FULHAM MEDICAL CENTRE ASHVILLE SURGERY Practices HAMMERSMITH SURGERY HAMMERSMITH & FULHAM CENTRES FOR HEALTH LILLIE ROAD HEALTH CENTRE CANBERRA PRACTICE, PARKVIEW CTR FOR H&W THE SURGERY, DR DASGUPTA & PARTNERS THE NEW SURGERY SALISBURY SURGERY CASSIDY ROAD MEDICAL CENTRE THE LILYVILLE SURGERY THE MEDICAL CENTRE, DR JEFFERIES & PARTN BROOK GREEN MEDICAL CENTRE CCG SANDS END HEALTH CLINIC NORTH END MEDICAL CENTRE PARK MEDICAL CENTRE RICHFORD GATE MEDICAL CENTRE THE SURGERY, DR MANGWANA & PARTNERS DR CANISIUS & DR HASAN, PARKVIEW CFH&W THE SURGERY, 82 LILLIE ROAD SHEPHERDS BUSH MEDICAL CENTRE FULHAM CROSS MEDICAL CENTRE ASHCHURCH SURGERY THE MEDICAL CENTRE, DR KUKAR DR RK KUKAR, PARKVIEW CTR FOR H&W THE BUSH DOCTORS STERNDALE SURGERY DR UPPAL & PARTN, PARKVIEW CTR FOR H&W Waiting times at the GP surgery: how the CCG’s practices compare Q 20. How do you feel about how long you normally have to wait to be seen? CCG National average Percentage of patients saying they ‘don’t normally have to wait too long’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses

Perceptions of care at patients’ last GP appointment 33 © Ipsos MORI 15 -080216

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

Perceptions of care at last GP appointment Q 21. Last time you saw or

Perceptions of care at last GP appointment Q 21. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor Poor Neither good nor poor Good Very good National results % Poor (total) 4% 4% 3% 4% 4% CCG results % Poor (total) 5% 4% 3% 11% 5% 3% 13% 6% 4% 12% 39% 4% 14% 40% 41% 46% 43% 16% 39% Very poor 39% 43% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (2, 605; 2, 594; 2, 509; 2, 445; 2, 555); National (767, 129; 765, 505; 735, 550; 707, 368; 754, 335) 34 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Poor = %Very poor + %Poor

Confidence and trust in the GP Q 22. Did you have confidence and trust

Confidence and trust in the GP Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/can’t say’ have been excluded from these results. CCG’s results CCG's results over time % Yes 100 90 94 95 94 6% % No 95 Comparison of results Yes, definitely 94 80 Yes, to some extent 34% 70 60 No, not at all 40 30 20 0 National 94% 95% Yes 6% 5% No No 60% 50 10 CCG 6 6 June 2013 5 July 2014 6 5 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 85% 100% 91% 96% Base: All those completing a questionnaire: National (754, 466); CCG 2017 (2, 562); CCG 2016 (2, 712); CCG 2015 (2, 676); CCG 2014 (2, 944); CCG 2013 (3, 113); Practice bases range from 47 to 128; CCG bases range from 2, 326 to 7, 182 35 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice

0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses © Ipsos MORI 15 -080216 -01 Version 1 | Public 36 DR CANISIUS & DR HASAN, PARKVIEW CFH&W HAMMERSMITH SURGERY RICHFORD GATE MEDICAL CENTRE Practices THE MEDICAL CENTRE, DR KUKAR FULHAM CROSS MEDICAL CENTRE THE FULHAM MEDICAL CENTRE THE LILYVILLE SURGERY THE NEW SURGERY Percentage of patients saying they have trust and confidence in their GP THE SURGERY, DR MANGWANA & PARTNERS THE SURGERY, 82 LILLIE ROAD ASHVILLE SURGERY BROOK GREEN MEDICAL CENTRE NORTH END MEDICAL CENTRE PARK MEDICAL CENTRE SALISBURY SURGERY SANDS END HEALTH CLINIC LILLIE ROAD HEALTH CENTRE CCG ASHCHURCH SURGERY SHEPHERDS BUSH MEDICAL CENTRE DR RK KUKAR, PARKVIEW CTR FOR H&W DR UPPAL & PARTN, PARKVIEW CTR FOR H&W THE SURGERY, DR DASGUPTA & PARTNERS THE BUSH DOCTORS STERNDALE SURGERY THE SURGERY, DR DAS & PARTNERS HAMMERSMITH & FULHAM CENTRES FOR HEALTH BROOK GREEN SURGERY CASSIDY ROAD MEDICAL CENTRE THE MEDICAL CENTRE, DR JEFFERIES & PARTN CANBERRA PRACTICE, PARKVIEW CTR FOR H&W Confidence and trust in the GP: how the CCG’s practices compare Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (2, 562); Practice bases range from 47 to 128 %Yes = %Yes, definitely + %Yes, to some extent

Perceptions of care at patients’ last nurse appointment 37 © Ipsos MORI 15 -080216

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

Perceptions of care at last nurse appointment Q 23. Last time you saw or

Perceptions of care at last nurse appointment Q 23. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor Poor Neither good nor poor Good Very good National results % Poor (total) 2% 2% 2% CCG results % Poor (total) 3% 4% 5% 3% 10% 11% 4% 3% 13% 41% 40% 45% 43% 18% 38% 40% Very poor 41% 45% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (2, 105; 2, 099; 2, 037; 1, 858; 2, 060); National (690, 213; 684, 099; 665, 816; 607, 788; 675, 604) 38 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Poor = %Very poor + %Poor

Confidence and trust in the nurse Q 24. Did you have confidence and trust

Confidence and trust in the nurse Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * CCG’s results CCG's results over time % Yes 100 90 94 95 5% % No 95 95 *Those who say ‘Don’t know/can’t say’ have been excluded from these results. Comparison of results Yes, definitely 95 80 33% 70 Yes, to some extent CCG National 95% 97% Yes 60 62% 50 No, not at all 40 30 20 10 0 6 5 June 2013 5 July 2014 5 July 2015 5 July 2016 July 2017 Practice range in CCG - % Yes 3% No No Local CCG range - % Yes Lowest Performing Highest Performing 85% 100% 92% 98% Base: All those completing a questionnaire: National (683, 080); CCG 2017 (2, 047); CCG 2016 (2, 112); CCG 2015 (2, 081); CCG 2014 (2, 348); CCG 2013 (2, 511); Practice bases range from 23 to 108; CCG bases range from 1, 965 to 6, 238 39 © Ipsos MORI 5% 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public Comparisons are indicative

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses 40 SALISBURY SURGERY FULHAM CROSS MEDICAL CENTRE Practices THE NEW SURGERY THE LILYVILLE SURGERY HAMMERSMITH SURGERY NORTH END MEDICAL CENTRE THE SURGERY, DR MANGWANA & PARTNERS RICHFORD GATE MEDICAL CENTRE Percentage of patients saying they have trust and confidence in their nurse PARK MEDICAL CENTRE ASHVILLE SURGERY THE FULHAM MEDICAL CENTRE THE BUSH DOCTORS THE SURGERY, DR DASGUPTA & PARTNERS BROOK GREEN SURGERY CCG CANBERRA PRACTICE, PARKVIEW CTR FOR H&W SANDS END HEALTH CLINIC THE MEDICAL CENTRE, DR JEFFERIES & PARTN DR CANISIUS & DR HASAN, PARKVIEW CFH&W THE SURGERY, 82 LILLIE ROAD DR UPPAL & PARTN, PARKVIEW CTR FOR H&W HAMMERSMITH & FULHAM CENTRES FOR HEALTH SHEPHERDS BUSH MEDICAL CENTRE CASSIDY ROAD MEDICAL CENTRE DR RK KUKAR, PARKVIEW CTR FOR H&W ASHCHURCH SURGERY BROOK GREEN MEDICAL CENTRE LILLIE ROAD HEALTH CENTRE THE MEDICAL CENTRE, DR KUKAR STERNDALE SURGERY THE SURGERY, DR DAS & PARTNERS Confidence and trust in the nurse: how the CCG’s practices compare Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (2, 047); Practice bases range from 23 to 108 %Yes = %Yes, definitely + %Yes, to some extent

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

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

Satisfaction with opening hours Q 25. How satisfied are you with the hours that

Satisfaction with opening hours Q 25. How satisfied are you with the hours that your GP surgery is open? CCG’s results CCG's results over time % Satisfied % Dissatisfied 6% 100 90 80 70 78 78 76 3%4% 10% 78 40% 77 50 40 37% 20 10 10 11 10 0 June 2013 July 2014 July 2015 July 2016 CCG National Fairly satisfied 77% 76% Satisfied Very dissatisfied 9 8 Very satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 60 30 Comparison of results I'm not sure when my GP surgery is open July 2017 Practice range in CCG - % Satisfied 9% Dissatisfied Local CCG range - % Satisfied Lowest Performing Highest Performing 54% 94% 70% 81% Base: All those completing a questionnaire: National (795, 461); CCG 2017 (2, 724); CCG 2016 (2, 846); CCG 2015 (2, 782); CCG 2014 (3, 091); CCG 2013 (3, 263); Practice bases range from 53 to 130; CCG bases range from 2, 469 to 7, 704 42 © Ipsos MORI 9% 15 -080216 -01 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 43 Base: All

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 43 Base: All those completing a questionnaire: National (795, 461); CCG (2, 724); Practice bases range from 53 to 130 BROOK GREEN MEDICAL CENTRE CASSIDY ROAD MEDICAL CENTRE SANDS END HEALTH CLINIC Practices HAMMERSMITH & FULHAM CENTRES FOR HEALTH THE MEDICAL CENTRE, DR JEFFERIES & PARTN THE SURGERY, 82 LILLIE ROAD SHEPHERDS BUSH MEDICAL CENTRE DR CANISIUS & DR HASAN, PARKVIEW CFH&W THE SURGERY, DR DAS & PARTNERS HAMMERSMITH SURGERY THE NEW SURGERY RICHFORD GATE MEDICAL CENTRE THE BUSH DOCTORS FULHAM CROSS MEDICAL CENTRE CCG LILLIE ROAD HEALTH CENTRE NORTH END MEDICAL CENTRE CANBERRA PRACTICE, PARKVIEW CTR FOR H&W THE SURGERY, DR MANGWANA & PARTNERS PARK MEDICAL CENTRE THE LILYVILLE SURGERY THE MEDICAL CENTRE, DR KUKAR BROOK GREEN SURGERY ASHCHURCH SURGERY SALISBURY SURGERY THE SURGERY, DR DASGUPTA & PARTNERS DR RK KUKAR, PARKVIEW CTR FOR H&W DR UPPAL & PARTN, PARKVIEW CTR FOR H&W ASHVILLE SURGERY THE FULHAM MEDICAL CENTRE STERNDALE SURGERY Satisfaction with opening hours: how the CCG’s practices compare Q 25. How satisfied are you with the hours that your GP surgery is open? CCG National average 100% Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Satisfied = %Very satisfied + %Fairly satisfied

Out-of-hours services* * The out-of-hours service questions are only asked of those who have

Out-of-hours services* * The out-of-hours service questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP surgery was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. 44 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Use of out-of-hours services Q 41. Considering all of the services you contacted, which

Use of out-of-hours services Q 41. Considering all of the services you contacted, which of the following happened on that occasion? CCG 57% 61% I contacted an NHS service by telephone 18% A health professional called me back A health professional visited me at home 26% 4% 6% 41% I went to A&E 34% 13% 11% I saw a pharmacist 14% I went to another NHS service Can't remember 23% 5% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 736); CCG (478) 45 © Ipsos MORI 15 -080216 -01 Version 1 | Public National

Speed of care provided by out-of-hours service* Q 42. How do you feel about

Speed of care provided by out-of-hours service* Q 42. How do you feel about how quickly you received care or advice on that occasion? CCG’s results CCG's results over time 11% Comparison of results It was about right Latest About right 56% Took too long 33% 56% It took too long July 2016 About right Took too long 61% Don't know/doesn't apply 29% CCG National 56% 61% About right 33% Took too long Local CCG range– % About right Lowest Performing Highest Performing 47% 63% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 915); CCG 2017 (480); CCG 2016 (495); CCG bases range from 387 to 1, 293 46 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Confidence and trust in out-of-hours staff* Q 43. Considering all of the people you

Confidence and trust in out-of-hours staff* Q 43. Considering all of the people you saw or spoke to on that occasion, did you have confidence and trust in them? Comparison of results CCG’s results CCG's results over time Yes, definitely 8% Latest 9% Yes 82% No 9% 37% Yes, to some extent No, not at all July 2016 Yes 89% No 7% 45% Don't know/can't say CCG National 82% 87% Yes 9% 9% No No Local CCG range– % Yes Lowest Performing Highest Performing 79% 90% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 851); CCG 2017 (481); CCG 2016 (492); CCG bases range from 390 to 1, 304 47 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of out-of-hours services* Q 44. Overall, how would you describe your last

Overall experience of out-of-hours services* Q 44. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed? 8% Latest Good 59% Poor 19% July 2016 Very good 5% Fairly good 27% 11% Neither good nor poor Poor 62% CCG National 59% 66% Good 19% 15% Poor Fairly poor 17% Good Comparison of results CCG’s results CCGs’ results over time Very poor 31% Don't know/can't say 13% Local CCG range - % Good Lowest Performing Highest Performing 51% 72% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only made with 2016 data. Base: All answering who have tried to call an out-of-hours GP service in the past 6 months: National (124, 994); CCG 2017 (478); CCG 2016 (496); CCG bases range from 391 to 1, 299 48 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

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

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

Statistical reliability Participants in a survey such as GPPS represent only a sample of

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

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

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

Further background information about the survey • The survey was sent to c. 2.

Further background information about the survey • The survey was sent to c. 2. 15 million adult patients registered with a GP practice. • Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone. • Past results dating back to 2007 are available for every practice in the UK, allowing meaningful comparisons of patients’ experiences; the survey is now annual, previously it took place twice a year (June 2011 - July 2016), and on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009). • For more information about the survey please visit https: //gp-patient. co. uk/. • 808, 332 The overall response rate to the survey is 37. 5%, based on 808, 332 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. Completed surveys in the July 2017 publication • Further information on the survey including: questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: https: //gp-patient. co. uk/Surveys. And. Reports 52 © Ipsos MORI 15 -080216 -01 Version 1 | Public c. 2. 15 m Surveys to adults registered with an English GP practice 37. 5% National response rate

Where to go to do further analysis … • For reports which show the

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

For further information about the GP Patient Survey, please get in touch with the

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