NHS KERNOW CCG Latest survey results July 2019

NHS KERNOW 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 KERNOW CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS KERNOW CCG, 15, 270 questionnaires were sent out, and 7, 186 were returned completed. This represents a response rate of 47%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services • The data provide a snapshot of patient experience at a given time, and are updated annually. • Given the consistency of the survey across organisations, GPPS can be used as one element of evidence. • It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys. • This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. • This pack includes trend data, beginning in 2018. Following the extensive changes to the questionnaire in 2018, all questions at CCG and practice level are not comparable prior to this year. - Making an appointment - Your last appointment - Overall experience - Your health - When your GP practice is closed - NHS Dentistry - Some questions about you • • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations. The survey has limitations: - Sample sizes at practice level are relatively small. The survey does not include qualitative data which limits the detail provided by the results. 5 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Guidance on how to use the data The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services: • Comparison of a CCG’s results against the national average: this allows benchmarking of the results to identify whether the CCG is performing well, poorly, or in line with others. The CCG may wish to focus on areas where it compares less favourably. • Considering questions where there is a larger range in responses among practices or CCGs: this highlights areas in which greater improvements may be possible, as some CCGs or practices are performing significantly better than others nearby. The CCG may wish to focus on areas with a larger range in the results. • Comparison of practices’ results within a CCG: this can identify practices within a CCG that seem to be over-performing or under-performing compared with others. The CCG may wish to work with individual practices: those that are performing particularly well may be able to highlight best practice, while those performing less well may be able to improve their performance. *Images used in this slide are for example purposes only 6 © Ipsos MORI 18 -042653 -01 | Version 1 | Public *

Interpreting the results • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • All comparisons are indicative only. Differences may not be statistically significant – particularly when comparing practices due to low numbers of responses. • For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. • Maps: CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. • Trends: 100% • Latest / 2019: refers to the July 2019 publication (fieldwork January to March 2019) 2018: refers to the August 2018 publication (fieldwork January to March 2018) For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI 18 -042653 -01 | Version 1 | Public * More than 0% but less than 0. 5% When fewer than 10 patients respond Where results do not sum to 100%, or where individual responses (e. g. fairly good; very good) do not sum to combined responses (e. g. very/fairly good) this is due to rounding, or cases where multiple responses are allowed.

Overall experience of GP practice 8 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results over time % Good 9% 4% Comparison of results % Poor 100 Very good 90 80 Fairly good 89 87 70 60 53% 34% Neither good nor poor Very poor 30 20 10 0 5 4 2018 2019 87% 83% Good 5% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 65% 99% 85% 88% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (7, 090); CCG 2018 (7, 065); Practice bases range from 10 to 145; CCG bases range from 7, 090 to 15, 808 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 85% to 88% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 7, 090 to 15, 808 %Good = %Very good + %Fairly good 10 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 65% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 10 to 145 %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 (7, 090); Practice bases range from 10 to 145 MARAZION SURGERY SUNNYSIDE SURGERY PORT VIEW SURGERY CCG THREE SPIRES MEDICAL PRACTICE PENRYN SURGERY PORT ISAAC SURGERY NEETSIDE SURGERY ROSMELLYN SURGERY Practices TRESCOBEAS SURGERY ROSELAND SURGERIES PROBUS SURGERY NARROWCLIFF SURGERY STENNACK SURGERY Percentage of patients saying ‘good’ PERRANPORTH SURGERY LANDER MEDICAL PRACTICE MANOR SURGERY OLD BRIDGE SURGERY TAMAR VALLEY HEALTH STRATTON MEDICAL CENTRE BOTTREAUX SURGERY MIDDLEWAY SURGERY OAK TREE SURGERY MEDICAL CENTRE CAMELFORD (DR NASH) CCG MORRAB SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) PRAZE-AN-BEEBLE SURGERY FALMOUTH HEALTH CENTRE SALTASH HEALTH CENTRE CARN TO COAST HEALTH CENTRES WADEBRIDGE & CAMEL ESTUARY PRACTICE FOWEY RIVER PRACTICE STILLMOOR HOUSE MEDICAL PRACTICE WESTOVER SURGERY PHOENIX SURGERY LAUNCESTON MEDICAL CENTRE HELSTON MEDICAL CENTRE RAME GROUP PRACTICE CLAYS PRACTICE VEOR SURGERY CARNEWATER PRACTICE MEVAGISSEY SURGERY PETROC GROUP PRACTICE ST AUSTELL HEALTH GROUP Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% NEWQUAY HEALTH CENTRE CARNON DOWNS SURGERY QUAY LANE SURGERY ST MARY'S HEALTH CENTRE BRANNEL SURGERY ALVERTON PRACTICE CHACEWATER HEALTH CENTRE ST. AGNES SURGERY ROSEDEAN SURGERY LOSTWITHIEL SURGERY CAPE CORNWALL SURGERY CLINTON ROAD SURGERY HARRIS MEMORIAL SURGERY BODRIGGY HEALTH CENTRE THE MULLION & CONSTANTINE GROUP PRACTICE MENEAGE STREET SURGERY 0% ST KEVERNE HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (760, 037); CCG 2019 (7, 090); Practice bases range from 10 to 145 13 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Local GP services 14 © Ipsos MORI 18 -042653 -01 | Version 1 | 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 % Easy 8% 25% 17% Very easy Fairly easy Not very easy 50% CCG’s results over time Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 78 75 25 22 2018 2019 Practice range in CCG – % Easy National 75% 68% Easy 25% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 30% 100% 72% 81% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (6, 946); CCG 2018 (6, 932); Practice bases range from 92 to 144; CCG bases range from 6, 946 to 15, 455 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 (6, 946); Practice bases range from 92 to 144 PENRYN SURGERY HARRIS MEMORIAL SURGERY NEWQUAY HEALTH CENTRE CCG ROSMELLYN SURGERY MEDICAL CENTRE CAMELFORD (DR NASH) TRESCOBEAS SURGERY SUNNYSIDE SURGERY BOTTREAUX SURGERY Practices ROSEDEAN SURGERY MARAZION SURGERY PROBUS SURGERY THREE SPIRES MEDICAL PRACTICE FALMOUTH HEALTH CENTRE Percentage of patients saying it is ‘easy’ to get through to someone on the phone MANOR SURGERY CAPE CORNWALL SURGERY TAMAR VALLEY HEALTH OLD BRIDGE SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) MENEAGE STREET SURGERY WADEBRIDGE & CAMEL ESTUARY PRACTICE LANDER MEDICAL PRACTICE CARNEWATER PRACTICE PORT ISAAC SURGERY BODRIGGY HEALTH CENTRE PORT VIEW SURGERY CCG CARN TO COAST HEALTH CENTRES RAME GROUP PRACTICE PERRANPORTH SURGERY PRAZE-AN-BEEBLE SURGERY CLAYS PRACTICE STENNACK SURGERY HELSTON MEDICAL CENTRE OAK TREE SURGERY STRATTON MEDICAL CENTRE SALTASH HEALTH CENTRE MIDDLEWAY SURGERY WESTOVER SURGERY MORRAB SURGERY STILLMOOR HOUSE MEDICAL PRACTICE LAUNCESTON MEDICAL CENTRE VEOR SURGERY ST AUSTELL HEALTH GROUP PETROC GROUP 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

Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? Percentage of patients saying it is ‘easy’ to get through to someone on the phone Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% ST MARY'S HEALTH CENTRE BRANNEL SURGERY LOSTWITHIEL SURGERY ST KEVERNE HEALTH CENTRE NARROWCLIFF SURGERY CARNON DOWNS SURGERY QUAY LANE SURGERY ROSELAND SURGERIES CHACEWATER HEALTH CENTRE ST. AGNES SURGERY FOWEY RIVER PRACTICE THE MULLION & CONSTANTINE GROUP PRACTICE ALVERTON PRACTICE MEVAGISSEY SURGERY NEETSIDE SURGERY 0% CLINTON ROAD SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (6, 946); Practice bases range from 92 to 144 17 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 6% Very helpful 49% 44% 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 94 93 7 6 2018 2019 National 93% 89% Helpful 7% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 80% 100% 92% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (6, 994); CCG 2018 (6, 992); Practice bases range from 93 to 143; CCG bases range from 6, 994 to 15, 613 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 (6, 994); Practice bases range from 93 to 143 ROSEDEAN SURGERY LOSTWITHIEL SURGERY OLD BRIDGE SURGERY CCG BRANNEL SURGERY PORT VIEW SURGERY CLAYS PRACTICE ROSELAND SURGERIES PROBUS SURGERY Practices CAPE CORNWALL SURGERY PERRANPORTH SURGERY STENNACK SURGERY WESTOVER SURGERY OAK TREE SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ PENRYN SURGERY RAME GROUP PRACTICE QUAY LANE SURGERY MIDDLEWAY SURGERY HARRIS MEMORIAL SURGERY SUNNYSIDE SURGERY PRAZE-AN-BEEBLE SURGERY MANOR SURGERY MEVAGISSEY SURGERY CCG MORRAB SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) TRESCOBEAS SURGERY SALTASH HEALTH CENTRE TAMAR VALLEY HEALTH MENEAGE STREET SURGERY FALMOUTH HEALTH CENTRE CARN TO COAST HEALTH CENTRES VEOR SURGERY BODRIGGY HEALTH CENTRE HELSTON MEDICAL CENTRE STRATTON MEDICAL CENTRE WADEBRIDGE & CAMEL ESTUARY PRACTICE FOWEY RIVER PRACTICE LAUNCESTON MEDICAL CENTRE NARROWCLIFF SURGERY CARNEWATER PRACTICE PORT ISAAC SURGERY STILLMOOR HOUSE MEDICAL PRACTICE PETROC GROUP PRACTICE ST AUSTELL HEALTH GROUP Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? Percentage of patients saying receptionists at the GP practice are ‘helpful’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% NEWQUAY HEALTH CENTRE MARAZION SURGERY ST MARY'S HEALTH CENTRE ROSMELLYN SURGERY CARNON DOWNS SURGERY ST KEVERNE HEALTH CENTRE CLINTON ROAD SURGERY ALVERTON PRACTICE BOTTREAUX SURGERY THREE SPIRES MEDICAL PRACTICE THE MULLION & CONSTANTINE GROUP PRACTICE CHACEWATER HEALTH CENTRE LANDER MEDICAL PRACTICE MEDICAL CENTRE CAMELFORD (DR NASH) NEETSIDE SURGERY 0% ST. AGNES SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (6, 994); Practice bases range from 93 to 143 20 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

Access to online services 21 © Ipsos MORI 18 -042653 -01 | Version 1 | 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 Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Base: All those completing a questionnaire: National (746, 334); CCG 2019 (6, 955); Practice bases range from 10 to 140 22 18 -042653 -01 | Version 1 | Public CCG National Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% *% 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 (7, 055); Practice bases range from 10 to 141 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 7% 25% 15% 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 81 78 22 19 2018 2019 CCG National 78% 77% Easy 22% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 59% 98% 78% 82% *Those who say ‘Haven’t tried’ (67%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (2, 170); CCG 2018 (2, 128); Practice bases range from 12 to 62; CCG bases range from 2, 170 to 5, 345 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 (2, 170); Practice bases range from 12 to 62 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy CARN TO COAST HEALTH CENTRES THREE SPIRES MEDICAL PRACTICE LANDER MEDICAL PRACTICE CCG FOWEY RIVER PRACTICE ROSEDEAN SURGERY ROSELAND SURGERIES SALTASH HEALTH CENTRE MIDDLEWAY SURGERY Practices PRAZE-AN-BEEBLE SURGERY CARNON DOWNS SURGERY TAMAR VALLEY HEALTH PROBUS SURGERY MORRAB SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website QUAY LANE SURGERY CCG ROSMELLYN SURGERY SUNNYSIDE SURGERY BODRIGGY HEALTH CENTRE CHACEWATER HEALTH CENTRE NEETSIDE SURGERY CLAYS PRACTICE MEVAGISSEY SURGERY OAK TREE SURGERY HARRIS MEMORIAL SURGERY STENNACK SURGERY OLD BRIDGE SURGERY BOTTREAUX SURGERY CLINTON ROAD SURGERY VEOR SURGERY NARROWCLIFF SURGERY WESTOVER SURGERY NEWQUAY HEALTH CENTRE WADEBRIDGE & CAMEL ESTUARY PRACTICE PORT ISAAC SURGERY CARNEWATER PRACTICE ST AUSTELL HEALTH GROUP HELSTON MEDICAL CENTRE STILLMOOR HOUSE MEDICAL PRACTICE LAUNCESTON MEDICAL CENTRE STRATTON MEDICAL CENTRE PETROC GROUP PRACTICE MEDICAL CENTRE CAMELFORD (DR GARROD) RAME GROUP PRACTICE MENEAGE STREET SURGERY Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? Percentage of patients saying it is ‘easy’ to use their GP practice’s website Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% PERRANPORTH SURGERY THE MULLION & CONSTANTINE GROUP PRACTICE MANOR SURGERY PENRYN SURGERY ST MARY'S HEALTH CENTRE BRANNEL SURGERY ST KEVERNE HEALTH CENTRE ST. AGNES SURGERY CAPE CORNWALL SURGERY PORT VIEW SURGERY LOSTWITHIEL SURGERY ALVERTON PRACTICE TRESCOBEAS SURGERY MEDICAL CENTRE CAMELFORD (DR NASH) FALMOUTH HEALTH CENTRE 0% MARAZION SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (2, 170); Practice bases range from 12 to 62 26 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Making an appointment 27 © Ipsos MORI 18 -042653 -01 | Version 1 | 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 15% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 56% 9% No, I was not offered a choice of appointment 35% 67 Comparison of results % No 65 35 33 2018 2019 National 65% 62% Yes 35% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 35% 93% 68% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (5, 521); CCG 2018 (5, 644); Practice bases range from 69 to 121; CCG bases range from 5, 521 to 12, 461 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 (5, 521); Practice bases range from 69 to 121 ST KEVERNE HEALTH CENTRE CLINTON ROAD SURGERY PENRYN SURGERY CCG HARRIS MEMORIAL SURGERY MARAZION SURGERY NEWQUAY HEALTH CENTRE SUNNYSIDE SURGERY MENEAGE STREET SURGERY Practices PERRANPORTH SURGERY PORT ISAAC SURGERY BOTTREAUX SURGERY TAMAR VALLEY HEALTH NEETSIDE SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment OLD BRIDGE SURGERY STRATTON MEDICAL CENTRE CAMELFORD (DR NASH) HELSTON MEDICAL CENTRE PROBUS SURGERY CCG PORT VIEW SURGERY NARROWCLIFF SURGERY CARN TO COAST HEALTH CENTRES FOWEY RIVER PRACTICE CLAYS PRACTICE STENNACK SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) PRAZE-AN-BEEBLE SURGERY MORRAB SURGERY OAK TREE SURGERY ST AUSTELL HEALTH GROUP STILLMOOR HOUSE MEDICAL PRACTICE WESTOVER SURGERY MANOR SURGERY MEVAGISSEY SURGERY FALMOUTH HEALTH CENTRE MIDDLEWAY SURGERY LAUNCESTON MEDICAL CENTRE WADEBRIDGE & CAMEL ESTUARY PRACTICE SALTASH HEALTH CENTRE CARNEWATER PRACTICE TRESCOBEAS SURGERY RAME GROUP PRACTICE PETROC GROUP PRACTICE VEOR 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% CHACEWATER HEALTH CENTRE QUAY LANE SURGERY ROSELAND SURGERIES THREE SPIRES MEDICAL PRACTICE ALVERTON PRACTICE ROSMELLYN SURGERY ST. AGNES SURGERY ST MARY'S HEALTH CENTRE CAPE CORNWALL SURGERY LANDER MEDICAL PRACTICE BODRIGGY HEALTH CENTRE ROSEDEAN SURGERY BRANNEL SURGERY CARNON DOWNS SURGERY LOSTWITHIEL SURGERY 0% THE MULLION & CONSTANTINE GROUP PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (5, 521); Practice bases range from 69 to 121 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 15% No, but I still took an appointment 81% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 83 Comparison of results % No 81 2018 National 81% 74% Yes, took appt 19 17 CCG 2019 Yes, took appt 15% 20% No, took appt 4% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 64% 96% 78% 81% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (6, 649); CCG 2018 (6, 747); Practice bases range from 90 to 135; CCG bases range from 6, 649 to 14, 862 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 (6, 649); Practice bases range from 90 to 135 CAPE CORNWALL SURGERY NEWQUAY HEALTH CENTRE BOTTREAUX SURGERY CCG TRESCOBEAS SURGERY OLD BRIDGE SURGERY ROSMELLYN SURGERY ST KEVERNE HEALTH CENTRE CLINTON ROAD SURGERY Practices LANDER MEDICAL PRACTICE NEETSIDE SURGERY MENEAGE STREET SURGERY FALMOUTH HEALTH CENTRE MANOR SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered FOWEY RIVER PRACTICE LAUNCESTON MEDICAL CENTRE BRANNEL SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) PORT ISAAC SURGERY PROBUS SURGERY STRATTON MEDICAL CENTRE HARRIS MEMORIAL SURGERY SUNNYSIDE SURGERY PENRYN SURGERY CCG PERRANPORTH SURGERY WESTOVER SURGERY PRAZE-AN-BEEBLE SURGERY CLAYS PRACTICE HELSTON MEDICAL CENTRE WADEBRIDGE & CAMEL ESTUARY PRACTICE MORRAB SURGERY CARN TO COAST HEALTH CENTRES OAK TREE SURGERY TAMAR VALLEY HEALTH STENNACK SURGERY MIDDLEWAY SURGERY STILLMOOR HOUSE MEDICAL PRACTICE VEOR SURGERY PETROC GROUP PRACTICE CARNEWATER PRACTICE SALTASH HEALTH CENTRE ST AUSTELL HEALTH GROUP MEVAGISSEY SURGERY RAME GROUP 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%

Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? Percentage of patients saying ‘yes’ they were satisfied with the appointment offered 100% 90% 80% 70% 60% 50% 40% 30% 20% QUAY LANE SURGERY ALVERTON PRACTICE ST MARY'S HEALTH CENTRE CHACEWATER HEALTH CENTRE THE MULLION & CONSTANTINE GROUP PRACTICE CARNON DOWNS SURGERY ROSELAND SURGERIES PORT VIEW SURGERY ST. AGNES SURGERY ROSEDEAN SURGERY LOSTWITHIEL SURGERY BODRIGGY HEALTH CENTRE NARROWCLIFF SURGERY THREE SPIRES MEDICAL PRACTICE MARAZION SURGERY 0% MEDICAL CENTRE CAMELFORD (DR NASH) 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (6, 649); Practice bases range from 90 to 135 33 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Practices CCG National

What patients do when they are not satisfied with the appointment offered and do 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 (232) 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 7% 4% 15% % Good Very good 37% 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 78 75 11 10 2018 2019 National 75% 67% Good 11% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 46% 95% 71% 76% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (6, 584); CCG 2018 (6, 649); Practice bases range from 89 to 135; CCG bases range from 6, 584 to 14, 715 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 (6, 584); Practice bases range from 89 to 135 LANDER MEDICAL PRACTICE ROSMELLYN SURGERY NEETSIDE SURGERY CCG SUNNYSIDE SURGERY ROSEDEAN SURGERY MARAZION SURGERY THREE SPIRES MEDICAL PRACTICE MENEAGE STREET SURGERY Practices TRESCOBEAS SURGERY FOWEY RIVER PRACTICE PORT VIEW SURGERY BODRIGGY HEALTH CENTRE OLD BRIDGE SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment MANOR SURGERY CLINTON ROAD SURGERY HARRIS MEMORIAL SURGERY PROBUS SURGERY PORT ISAAC SURGERY WADEBRIDGE & CAMEL ESTUARY PRACTICE WESTOVER SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) BOTTREAUX SURGERY PERRANPORTH SURGERY CCG STENNACK SURGERY FALMOUTH HEALTH CENTRE MORRAB SURGERY CLAYS PRACTICE TAMAR VALLEY HEALTH CARN TO COAST HEALTH CENTRES MIDDLEWAY SURGERY HELSTON MEDICAL CENTRE SALTASH HEALTH CENTRE MEVAGISSEY SURGERY CARNEWATER PRACTICE STRATTON MEDICAL CENTRE OAK TREE SURGERY PRAZE-AN-BEEBLE SURGERY LAUNCESTON MEDICAL CENTRE STILLMOOR HOUSE MEDICAL PRACTICE RAME GROUP PRACTICE VEOR SURGERY PETROC GROUP PRACTICE ST AUSTELL HEALTH GROUP Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? Percentage of patients saying they had a ‘good’ experience of making an appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% QUAY LANE SURGERY CARNON DOWNS SURGERY ROSELAND SURGERIES ST MARY'S HEALTH CENTRE CHACEWATER HEALTH CENTRE THE MULLION & CONSTANTINE GROUP PRACTICE ST. AGNES SURGERY NEWQUAY HEALTH CENTRE LOSTWITHIEL SURGERY ST KEVERNE HEALTH CENTRE MEDICAL CENTRE CAMELFORD (DR NASH) CAPE CORNWALL SURGERY NARROWCLIFF SURGERY ALVERTON PRACTICE BRANNEL SURGERY 0% PENRYN SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (6, 584); Practice bases range from 89 to 135 37 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 38 © Ipsos MORI 18 -042653 -01 | 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 7% 6% 6% 34% 32% 56% 59% 60% 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 (6, 720; 6, 702; 6, 727) 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’ 4% 4% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 4% 4% 4% 30% 22% 29% 66% 74% 67% 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 (6, 028; 6, 658; 6, 673) 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% 59% 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 76% 100% 89% 91% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (284, 999); CCG 2019 (2, 505); CCG 2018 (2, 452); Practice bases range from 28 to 59; CCG bases range from 2, 505 to 5, 657 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 17% Yes, definitely 48% 35% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 83 83 17 17 2018 2019 National 83% 78% Yes 17% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 60% 100% 83% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (2, 891); CCG 2018 (2, 905); Practice bases range from 31 to 65; CCG bases range from 2, 891 to 6, 412 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 (2, 891); Practice bases range from 31 to 65 LANDER MEDICAL PRACTICE QUAY LANE SURGERY LOSTWITHIEL SURGERY CCG MEVAGISSEY SURGERY CLINTON ROAD SURGERY CHACEWATER HEALTH CENTRE PETROC GROUP PRACTICE OLD BRIDGE SURGERY Practices BRANNEL SURGERY STRATTON MEDICAL CENTRE ST AUSTELL HEALTH GROUP CLAYS PRACTICE PROBUS SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) CARN TO COAST HEALTH CENTRES HELSTON MEDICAL CENTRE WESTOVER SURGERY TRESCOBEAS SURGERY NARROWCLIFF SURGERY TAMAR VALLEY HEALTH WADEBRIDGE & CAMEL ESTUARY PRACTICE CCG STENNACK SURGERY SUNNYSIDE SURGERY CARNON DOWNS SURGERY MENEAGE STREET SURGERY MANOR SURGERY MORRAB SURGERY FOWEY RIVER PRACTICE THREE SPIRES MEDICAL PRACTICE NEETSIDE SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) SALTASH HEALTH CENTRE ROSMELLYN SURGERY VEOR SURGERY HARRIS MEMORIAL SURGERY ROSEDEAN SURGERY MIDDLEWAY SURGERY OAK TREE SURGERY MEDICAL CENTRE CAMELFORD (DR NASH) PENRYN SURGERY RAME GROUP PRACTICE STILLMOOR HOUSE MEDICAL PRACTICE FALMOUTH HEALTH CENTRE CARNEWATER PRACTICE 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% ST. AGNES SURGERY ROSELAND SURGERIES CAPE CORNWALL SURGERY ST KEVERNE HEALTH CENTRE PRAZE-AN-BEEBLE SURGERY PORT VIEW SURGERY BODRIGGY HEALTH CENTRE THE MULLION & CONSTANTINE GROUP PRACTICE BOTTREAUX SURGERY MARAZION SURGERY LAUNCESTON MEDICAL CENTRE ST MARY'S HEALTH CENTRE PERRANPORTH SURGERY NEWQUAY HEALTH CENTRE ALVERTON PRACTICE 0% PORT ISAAC SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (2, 891); Practice bases range from 31 to 65 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 8% CCG’s results over time Very satisfied 5% 29% % Satisfied Fairly satisfied 17% Neither satisfied nor dissatisfied Fairly dissatisfied 41% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 75 Comparison of results % Dissatisfied 70 13 11 2018 2019 Practice range in CCG – % Satisfied CCG National 70% 65% Satisfied 13% 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 42% 92% 66% 71% *Those who say ‘I’m not sure when I can get an appointment’ (1%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (6, 531); CCG 2018 (6, 593); Practice bases range from 83 to 137; CCG bases range from 6, 531 to 14, 482 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 (6, 531); Practice bases range from 83 to 137 CAPE CORNWALL SURGERY MENEAGE STREET SURGERY CLAYS PRACTICE CCG THREE SPIRES MEDICAL PRACTICE NEETSIDE SURGERY ST KEVERNE HEALTH CENTRE CLINTON ROAD SURGERY SUNNYSIDE SURGERY Practices PORT VIEW SURGERY FALMOUTH HEALTH CENTRE OLD BRIDGE SURGERY FOWEY RIVER PRACTICE PENRYN SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available PORT ISAAC SURGERY BOTTREAUX SURGERY PROBUS SURGERY MEDICAL CENTRE CAMELFORD (DR GARROD) MEDICAL CENTRE CAMELFORD (DR NASH) PERRANPORTH SURGERY LANDER MEDICAL PRACTICE CCG TRESCOBEAS SURGERY MANOR SURGERY MORRAB SURGERY STILLMOOR HOUSE MEDICAL PRACTICE HARRIS MEMORIAL SURGERY HELSTON MEDICAL CENTRE OAK TREE SURGERY STRATTON MEDICAL CENTRE TAMAR VALLEY HEALTH STENNACK SURGERY CARN TO COAST HEALTH CENTRES PRAZE-AN-BEEBLE SURGERY MIDDLEWAY SURGERY LAUNCESTON MEDICAL CENTRE MEVAGISSEY SURGERY CARNEWATER PRACTICE WADEBRIDGE & CAMEL ESTUARY PRACTICE SALTASH HEALTH CENTRE ST AUSTELL HEALTH GROUP WESTOVER SURGERY RAME GROUP PRACTICE VEOR SURGERY PETROC GROUP PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? Percentage of patients saying they are ‘satisfied’ with the appointment times available Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% ST. AGNES SURGERY THE MULLION & CONSTANTINE GROUP PRACTICE CHACEWATER HEALTH CENTRE ST MARY'S HEALTH CENTRE QUAY LANE SURGERY BRANNEL SURGERY NARROWCLIFF SURGERY ROSMELLYN SURGERY MARAZION SURGERY LOSTWITHIEL SURGERY ALVERTON PRACTICE CARNON DOWNS SURGERY ROSEDEAN SURGERY ROSELAND SURGERIES NEWQUAY HEALTH CENTRE 0% BODRIGGY HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (6, 531); Practice bases range from 83 to 137 49 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied

Services when GP practice is closed • The services when GP practice is closed 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% 35% A healthcare professional called me back A healthcare professional visited me at home 25% 11% 5% 31% 37% I went to A&E 10% 12% I saw a pharmacist I went to another general practice service 5% 8% 16% 17% I went to another NHS service Can't remember 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, 119) 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 72 68 32 28 2019 Local CCG range – % About right Lowest Performing Highest Performing 68% 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, 075); CCG 2018 (1, 092); CCG bases range from 1, 075 to 2, 578 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 8% Yes, definitely 40% 52% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 93 % No 92 8 7 2018 2019 Comparison of results CCG National 92% 91% Yes 8% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 92% 94% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134, 437); CCG 2019 (1, 105); CCG 2018 (1, 107); CCG bases range from 1, 105 to 2, 639 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% Fairly good 15% 40% Neither good nor poor Fairly poor 33% Very poor 100 90 80 70 60 50 40 30 20 10 0 73 % Poor 73 13 12 2018 2019 Comparison of results CCG National 73% 69% Good 12% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 70% 77% 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, 096); CCG 2018 (1, 108); CCG bases range from 1, 096 to 2, 616 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