NHS MEDWAY CCG Latest survey results July 2019

NHS MEDWAY 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 MEDWAY CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS MEDWAY CCG, 15, 840 questionnaires were sent out, and 5, 378 were returned completed. This represents a response rate of 34%. • 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 7% 4% 14% % Poor 100 Very good 36% Comparison of results 90 80 Fairly good 70 74 74 60 Neither good nor poor 39% Very poor 30 20 10 12 11 0 2018 2019 74% 83% Good 12% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 44% 97% 74% 88% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (5, 316); CCG 2018 (5, 130); Practice bases range from 87 to 138; CCG bases range from 1, 397 to 6, 544 9 © Ipsos MORI National 50 40 Fairly poor CCG 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other local CCGs Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 74% to 88% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 1, 397 to 6, 544 %Good = %Very good + %Fairly good 10 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 44% to 97% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 87 to 138 %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 (5, 316); Practice bases range from 87 to 138 THE CHURCH VIEW PRACTICE HIGHPARKS MEDICAL PRACTICE MATRIX MEDICAL PRACTICE CCG CASTLE MEDICAL PRACTICE THE GLEBE FAMILY PRACTICE PARKWOOD FAMILY PRACTICE GUN LANE MEDICAL CENTRE THE CHURCHILL CLINIC Practices COURT VIEW SURGERY WALTHAM ROAD MEDICAL CENTRE ORCHARD FAMILY PRACTICE ST. MARY'S ISLAND SURGERY BORSTAL VILLAGE SURGERY Percentage of patients saying ‘good’ MAIDSTONE RD CHATHAM SURGERY THE RAILSIDE SURGERY NAPIER ROAD SURGERY LONG CATLIS ROAD SURGERY THE SURGERY RAILWAY STREET WOODLANDS FAMILY PRACTICE THE ELMS MEDICAL CENTRE WAYFIELD ROAD SURGERY THE HALFWAY SURGERY MARLOWE PARK MEDICAL CTR. BROMPTON MEDICAL CENTRE CCG KING GEORGE ROAD SURGERY APEX MEDICAL CENTRE EASTCOURT LANE SURGERY REACH HEALTHCARE ST. MARY'S MEDICAL CENTRE BRYANT STREET MEDICAL PRACTICE STONECROSS AND WEST DRIVE SURGERY WIGMORE MEDICAL CENTRE MALVERN ROAD SURGERY DULWICH HEALTH MEDICAL CENTRE BALMORAL GARDENS SUNLIGHT CENTRE SURGERY MALLING HEALTH BLUE SUITE ST. WERBURGH MED. PRACTICE THORNDIKE SURGERY CITY WAY SURGERY THE KINGS FAMILY PRACTICE PRINCES PARK MEDICAL CTR MCH PENTAGON 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% MAIDSTONE RD RAINHAM SURGERY THAMES AVE SURGERY RIVERSIDE MEDICAL PRACTICE PUMP LANE SURGERY 0% UPPER CANTERBURY ST SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (760, 037); CCG 2019 (5, 316); Practice bases range from 87 to 138 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 over time % Easy 20% 15% Very easy Fairly easy 25% Not very easy 40% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 57 43 55 45 2018 2019 Practice range in CCG – % Easy National 55% 68% Easy 45% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 15% 98% 49% 81% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (5, 182); CCG 2018 (5, 013); Practice bases range from 88 to 134; CCG bases range from 1, 353 to 6, 368 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 (5, 182); Practice bases range from 88 to 134 THE RAILSIDE SURGERY RIVERSIDE MEDICAL PRACTICE PUMP LANE SURGERY CCG HIGHPARKS MEDICAL PRACTICE WALTHAM ROAD MEDICAL CENTRE ST. MARY'S ISLAND SURGERY EASTCOURT LANE SURGERY THE HALFWAY SURGERY Practices PARKWOOD FAMILY PRACTICE THE GLEBE FAMILY PRACTICE BROMPTON MEDICAL CENTRE MAIDSTONE RD CHATHAM SURGERY THAMES AVE SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone CASTLE MEDICAL PRACTICE LONG CATLIS ROAD SURGERY ORCHARD FAMILY PRACTICE THE CHURCHILL CLINIC COURT VIEW SURGERY KING GEORGE ROAD SURGERY MATRIX MEDICAL PRACTICE GUN LANE MEDICAL CENTRE STONECROSS AND WEST DRIVE SURGERY BRYANT STREET MEDICAL PRACTICE WAYFIELD ROAD SURGERY MALVERN ROAD SURGERY MARLOWE PARK MEDICAL CTR. WOODLANDS FAMILY PRACTICE WIGMORE MEDICAL CENTRE ST. MARY'S MEDICAL CENTRE CCG THE SURGERY RAILWAY STREET SUNLIGHT CENTRE SURGERY PRINCES PARK MEDICAL CTR MALLING HEALTH BLUE SUITE APEX MEDICAL CENTRE THORNDIKE SURGERY THE ELMS MEDICAL CENTRE BALMORAL GARDENS DULWICH HEALTH MEDICAL CENTRE CITY WAY SURGERY MCH PENTAGON THE KINGS FAMILY PRACTICE REACH HEALTHCARE ST. WERBURGH MED. 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% UPPER CANTERBURY ST SURGERY MAIDSTONE RD RAINHAM SURGERY THE CHURCH VIEW PRACTICE BORSTAL VILLAGE SURGERY 0% NAPIER 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 (5, 182); Practice bases range from 88 to 134 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 11% 4% Very helpful 37% Fairly helpful Not very helpful 48% Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not helpful 85 85 15 15 2018 2019 National 85% 89% Helpful 15% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 62% 99% 85% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (5, 226); CCG 2018 (5, 065); Practice bases range from 87 to 135; CCG bases range from 1, 374 to 6, 448 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 (5, 226); Practice bases range from 87 to 135 UPPER CANTERBURY ST SURGERY BORSTAL VILLAGE SURGERY COURT VIEW SURGERY CCG BRYANT STREET MEDICAL PRACTICE THAMES AVE SURGERY THE GLEBE FAMILY PRACTICE ST. MARY'S ISLAND SURGERY MATRIX MEDICAL PRACTICE Practices WAYFIELD ROAD SURGERY LONG CATLIS ROAD SURGERY CASTLE MEDICAL PRACTICE DULWICH HEALTH MEDICAL CENTRE NAPIER ROAD SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ PARKWOOD FAMILY PRACTICE ST. MARY'S MEDICAL CENTRE KING GEORGE ROAD SURGERY THE CHURCH VIEW PRACTICE EASTCOURT LANE SURGERY WOODLANDS FAMILY PRACTICE THE RAILSIDE SURGERY SUNLIGHT CENTRE SURGERY BROMPTON MEDICAL CENTRE GUN LANE MEDICAL CENTRE MAIDSTONE RD CHATHAM SURGERY THE HALFWAY SURGERY HIGHPARKS MEDICAL PRACTICE WIGMORE MEDICAL CENTRE CCG THE CHURCHILL CLINIC REACH HEALTHCARE THE ELMS MEDICAL CENTRE STONECROSS AND WEST DRIVE SURGERY MARLOWE PARK MEDICAL CTR. APEX MEDICAL CENTRE MALLING HEALTH BLUE SUITE ST. WERBURGH MED. PRACTICE THE KINGS FAMILY PRACTICE THORNDIKE SURGERY PRINCES PARK MEDICAL CTR CITY WAY SURGERY MCH PENTAGON BALMORAL GARDENS MALVERN ROAD SURGERY THE SURGERY RAILWAY STREET 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% PUMP LANE SURGERY MAIDSTONE RD RAINHAM SURGERY RIVERSIDE MEDICAL PRACTICE WALTHAM ROAD MEDICAL CENTRE 0% ORCHARD FAMILY PRACTICE 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 (5, 226); Practice bases range from 87 to 135 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 *% *% *% National *% 30 20 *% *% *% 10 0 Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (746, 334); CCG 2019 (5, 228); Practice bases range from 88 to 134 22 © Ipsos MORI 18 -042653 -01 | Version 1 | Public CCG *% 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 Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (754, 767); CCG 2019 (5, 280); Practice bases range from 87 to 136 23 © Ipsos MORI 18 -042653 -01 | Version 1 | Public *% 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 13% 20% Very easy Fairly easy 21% Not very easy 46% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 67 66 34 33 2018 2019 CCG National 66% 77% Easy 34% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 23% 100% 66% 83% *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 (1, 468); CCG 2018 (1, 298); Practice bases range from 10 to 67; CCG bases range from 517 to 2, 568 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 (1, 468); Practice bases range from 10 to 67 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy WALTHAM ROAD MEDICAL CENTRE MATRIX MEDICAL PRACTICE ST. MARY'S ISLAND SURGERY CCG THAMES AVE SURGERY RIVERSIDE MEDICAL PRACTICE COURT VIEW SURGERY MAIDSTONE RD RAINHAM SURGERY NAPIER ROAD SURGERY Practices BORSTAL VILLAGE SURGERY CASTLE MEDICAL PRACTICE MARLOWE PARK MEDICAL CTR. BRYANT STREET MEDICAL PRACTICE WIGMORE MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website ORCHARD FAMILY PRACTICE STONECROSS AND WEST DRIVE SURGERY HIGHPARKS MEDICAL PRACTICE THE RAILSIDE SURGERY KING GEORGE ROAD SURGERY PARKWOOD FAMILY PRACTICE THE CHURCH VIEW PRACTICE WOODLANDS FAMILY PRACTICE THE CHURCHILL CLINIC THORNDIKE SURGERY GUN LANE MEDICAL CENTRE CCG BROMPTON MEDICAL CENTRE ST. MARY'S MEDICAL CENTRE THE ELMS MEDICAL CENTRE MALVERN ROAD SURGERY CITY WAY SURGERY ST. WERBURGH MED. PRACTICE MALLING HEALTH BLUE SUITE REACH HEALTHCARE THE SURGERY RAILWAY STREET THE KINGS FAMILY PRACTICE APEX MEDICAL CENTRE BALMORAL GARDENS LONG CATLIS ROAD SURGERY DULWICH HEALTH MEDICAL CENTRE WAYFIELD ROAD SURGERY MCH PENTAGON PRINCES PARK MEDICAL CTR SUNLIGHT CENTRE SURGERY THE HALFWAY 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% UPPER CANTERBURY ST SURGERY PUMP LANE SURGERY MAIDSTONE RD CHATHAM SURGERY 0% THE GLEBE FAMILY PRACTICE 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 (1, 468); Practice bases range from 10 to 67 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, a choice of time or day Yes, a choice of healthcare professional % Yes 14% Comparison of results % No 100 90 43% 80 70 6% 60 50 No, I was not offered a choice of appointment 48% 52 48 51 49 40 2018 2019 National 52% 62% Yes 48% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 28% 88% 45% 70% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (4, 095); CCG 2018 (4, 021); Practice bases range from 67 to 108; CCG bases range from 1, 087 to 5, 170 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 (4, 095); Practice bases range from 67 to 108 THAMES AVE SURGERY PUMP LANE SURGERY WALTHAM ROAD MEDICAL CENTRE CCG WOODLANDS FAMILY PRACTICE MAIDSTONE RD RAINHAM SURGERY BROMPTON MEDICAL CENTRE COURT VIEW SURGERY HIGHPARKS MEDICAL PRACTICE Practices BORSTAL VILLAGE SURGERY EASTCOURT LANE SURGERY NAPIER ROAD SURGERY MAIDSTONE RD CHATHAM SURGERY ORCHARD FAMILY PRACTICE Percentage of patients saying ‘yes’ they were offered a choice of appointment BRYANT STREET MEDICAL PRACTICE PARKWOOD FAMILY PRACTICE MARLOWE PARK MEDICAL CTR. CASTLE MEDICAL PRACTICE GUN LANE MEDICAL CENTRE THE RAILSIDE SURGERY THE GLEBE FAMILY PRACTICE MATRIX MEDICAL PRACTICE THE CHURCHILL CLINIC KING GEORGE ROAD SURGERY CCG MALLING HEALTH BLUE SUITE CITY WAY SURGERY LONG CATLIS ROAD SURGERY STONECROSS AND WEST DRIVE SURGERY WIGMORE MEDICAL CENTRE THE SURGERY RAILWAY STREET SUNLIGHT CENTRE SURGERY THORNDIKE SURGERY WAYFIELD ROAD SURGERY DULWICH HEALTH MEDICAL CENTRE MALVERN ROAD SURGERY ST. MARY'S MEDICAL CENTRE BALMORAL GARDENS APEX MEDICAL CENTRE THE ELMS MEDICAL CENTRE MCH PENTAGON PRINCES PARK MEDICAL CTR REACH HEALTHCARE ST. WERBURGH MED. PRACTICE THE KINGS FAMILY PRACTICE 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% UPPER CANTERBURY ST SURGERY RIVERSIDE MEDICAL PRACTICE THE HALFWAY SURGERY THE CHURCH VIEW PRACTICE 0% ST. MARY'S ISLAND SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593, 075); CCG 2019 (4, 095); Practice bases range from 67 to 108 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 11% Yes, and I accepted an appointment 22% No, but I still took an appointment 67% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 34 33 2018 National 67% 74% Yes, took appt 67 66 CCG 2019 Yes, took appt 22% 20% No, took appt 11% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 37% 93% 65% 80% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (4, 927); CCG 2018 (4, 805); Practice bases range from 84 to 126; CCG bases range from 1, 301 to 6, 161 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 (4, 927); Practice bases range from 84 to 126 RIVERSIDE MEDICAL PRACTICE PUMP LANE SURGERY PARKWOOD FAMILY PRACTICE CCG BORSTAL VILLAGE SURGERY ST. MARY'S ISLAND SURGERY WALTHAM ROAD MEDICAL CENTRE LONG CATLIS ROAD SURGERY EASTCOURT LANE SURGERY Practices THE HALFWAY SURGERY BROMPTON MEDICAL CENTRE WOODLANDS FAMILY PRACTICE THE SURGERY RAILWAY STREET MAIDSTONE RD CHATHAM SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered WIGMORE MEDICAL CENTRE BRYANT STREET MEDICAL PRACTICE THE GLEBE FAMILY PRACTICE MALLING HEALTH BLUE SUITE THE RAILSIDE SURGERY MATRIX MEDICAL PRACTICE THE CHURCHILL CLINIC GUN LANE MEDICAL CENTRE MARLOWE PARK MEDICAL CTR. CASTLE MEDICAL PRACTICE COURT VIEW SURGERY HIGHPARKS MEDICAL PRACTICE ORCHARD FAMILY PRACTICE THE ELMS MEDICAL CENTRE CCG KING GEORGE ROAD SURGERY CITY WAY SURGERY WAYFIELD ROAD SURGERY ST. MARY'S MEDICAL CENTRE BALMORAL GARDENS REACH HEALTHCARE STONECROSS AND WEST DRIVE SURGERY MALVERN ROAD SURGERY THORNDIKE SURGERY SUNLIGHT CENTRE SURGERY APEX MEDICAL CENTRE MCH PENTAGON DULWICH HEALTH MEDICAL CENTRE ST. WERBURGH MED. PRACTICE THE KINGS FAMILY PRACTICE PRINCES PARK MEDICAL CTR 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% NAPIER ROAD SURGERY THAMES AVE SURGERY THE CHURCH VIEW PRACTICE UPPER CANTERBURY ST SURGERY 0% MAIDSTONE RD RAINHAM SURGERY 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 (4, 927); Practice bases range from 84 to 126 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 (368) 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 11% 22% % Good Very good Fairly good 13% Neither good nor poor Fairly poor 19% 34% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 57 57 25 23 2018 2019 National 57% 67% Good 25% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 21% 96% 55% 75% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (4, 892); CCG 2018 (4, 757); Practice bases range from 80 to 129; CCG bases range from 1, 303 to 6, 093 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 (4, 892); Practice bases range from 80 to 129 BORSTAL VILLAGE SURGERY THE CHURCH VIEW PRACTICE THAMES AVE SURGERY CCG MAIDSTONE RD CHATHAM SURGERY ST. MARY'S ISLAND SURGERY EASTCOURT LANE SURGERY THE HALFWAY SURGERY WALTHAM ROAD MEDICAL CENTRE Practices PARKWOOD FAMILY PRACTICE BRYANT STREET MEDICAL PRACTICE ORCHARD FAMILY PRACTICE THE GLEBE FAMILY PRACTICE LONG CATLIS ROAD SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment THE RAILSIDE SURGERY WOODLANDS FAMILY PRACTICE MATRIX MEDICAL PRACTICE MARLOWE PARK MEDICAL CTR. CASTLE MEDICAL PRACTICE GUN LANE MEDICAL CENTRE HIGHPARKS MEDICAL PRACTICE THE CHURCHILL CLINIC KING GEORGE ROAD SURGERY BROMPTON MEDICAL CENTRE COURT VIEW SURGERY WAYFIELD ROAD SURGERY THE SURGERY RAILWAY STREET CCG WIGMORE MEDICAL CENTRE MALVERN ROAD SURGERY MALLING HEALTH BLUE SUITE CITY WAY SURGERY SUNLIGHT CENTRE SURGERY STONECROSS AND WEST DRIVE SURGERY ST. MARY'S MEDICAL CENTRE THE ELMS MEDICAL CENTRE DULWICH HEALTH MEDICAL CENTRE BALMORAL GARDENS THORNDIKE SURGERY REACH HEALTHCARE APEX MEDICAL CENTRE MCH PENTAGON PRINCES PARK MEDICAL CTR ST. WERBURGH MED. PRACTICE THE KINGS FAMILY PRACTICE Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

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% UPPER CANTERBURY ST SURGERY RIVERSIDE MEDICAL PRACTICE NAPIER ROAD SURGERY PUMP LANE SURGERY 0% MAIDSTONE RD RAINHAM 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 (4, 892); Practice bases range from 80 to 129 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) 5% 5% 5% Listening to you Treating you with care and concern 3% 13% 3% 10% 3% 12% 41% 40% 39% 43% 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 (5, 001; 4, 994; 5, 001) 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’ 9% 6% 7% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 9% 6% 7% 33% 36% 61% 57% 38% 53% 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 (4, 345; 4, 886; 4, 902) 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 17% Yes, definitely 47% Yes, to some extent 36% No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 83% 86% Yes 17% 14% No No % No 83 82 18 17 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 64% 97% 83% 91% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (284, 999); CCG 2019 (1, 863); CCG 2018 (1, 743); Practice bases range from 25 to 53; CCG bases range from 502 to 2, 199 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 30% 34% Yes, definitely Yes, to some extent No, not at all 36% 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 75 70 30 25 2018 2019 National 70% 78% Yes 30% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 45% 95% 70% 87% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (2, 040); CCG 2018 (2, 017); Practice bases range from 26 to 58; CCG bases range from 514 to 2, 406 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, 040); Practice bases range from 26 to 58 MATRIX MEDICAL PRACTICE THAMES AVE SURGERY MAIDSTONE RD RAINHAM SURGERY CCG UPPER CANTERBURY ST SURGERY HIGHPARKS MEDICAL PRACTICE WALTHAM ROAD MEDICAL CENTRE RIVERSIDE MEDICAL PRACTICE NAPIER ROAD SURGERY Practices MAIDSTONE RD CHATHAM SURGERY KING GEORGE ROAD SURGERY THE SURGERY RAILWAY STREET PRINCES PARK MEDICAL CTR COURT VIEW SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) EASTCOURT LANE SURGERY BORSTAL VILLAGE SURGERY MALLING HEALTH BLUE SUITE BALMORAL GARDENS LONG CATLIS ROAD SURGERY WAYFIELD ROAD SURGERY BRYANT STREET MEDICAL PRACTICE GUN LANE MEDICAL CENTRE MALVERN ROAD SURGERY CASTLE MEDICAL PRACTICE ST. WERBURGH MED. PRACTICE ST. MARY'S MEDICAL CENTRE CCG THE KINGS FAMILY PRACTICE THORNDIKE SURGERY PARKWOOD FAMILY PRACTICE APEX MEDICAL CENTRE WIGMORE MEDICAL CENTRE MCH PENTAGON THE CHURCHILL CLINIC ORCHARD FAMILY PRACTICE CITY WAY SURGERY DULWICH HEALTH MEDICAL CENTRE THE HALFWAY SURGERY REACH HEALTHCARE BROMPTON MEDICAL CENTRE MARLOWE PARK MEDICAL CTR. WOODLANDS FAMILY PRACTICE SUNLIGHT CENTRE SURGERY THE RAILSIDE SURGERY STONECROSS AND WEST DRIVE SURGERY 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. MARY'S ISLAND SURGERY PUMP LANE SURGERY THE GLEBE FAMILY PRACTICE THE ELMS MEDICAL CENTRE 0% THE CHURCH VIEW PRACTICE 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, 040); Practice bases range from 26 to 58 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 over time Very satisfied 13% % Satisfied 18% Fairly satisfied 13% Neither satisfied nor dissatisfied 19% 38% Fairly dissatisfied Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Dissatisfied 56 55 26 25 2018 2019 Practice range in CCG – % Satisfied CCG National 56% 65% Satisfied 26% 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 25% 88% 54% 72% *Those who say ‘I’m not sure when I can get an appointment’ (2%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (4, 740); CCG 2018 (4, 694); Practice bases range from 76 to 123; CCG bases range from 1, 249 to 6, 029 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 (4, 740); Practice bases range from 76 to 123 NAPIER ROAD SURGERY THAMES AVE SURGERY MAIDSTONE RD CHATHAM SURGERY CCG EASTCOURT LANE SURGERY LONG CATLIS ROAD SURGERY WALTHAM ROAD MEDICAL CENTRE ORCHARD FAMILY PRACTICE THE RAILSIDE SURGERY Practices WOODLANDS FAMILY PRACTICE PARKWOOD FAMILY PRACTICE BORSTAL VILLAGE SURGERY BROMPTON MEDICAL CENTRE ST. MARY'S ISLAND SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available THE GLEBE FAMILY PRACTICE BRYANT STREET MEDICAL PRACTICE THE HALFWAY SURGERY THE CHURCHILL CLINIC HIGHPARKS MEDICAL PRACTICE MARLOWE PARK MEDICAL CTR. GUN LANE MEDICAL CENTRE WAYFIELD ROAD SURGERY MATRIX MEDICAL PRACTICE COURT VIEW SURGERY KING GEORGE ROAD SURGERY CCG CASTLE MEDICAL PRACTICE WIGMORE MEDICAL CENTRE THE SURGERY RAILWAY STREET CITY WAY SURGERY MALLING HEALTH BLUE SUITE THE ELMS MEDICAL CENTRE ST. MARY'S MEDICAL CENTRE MALVERN ROAD SURGERY THORNDIKE SURGERY STONECROSS AND WEST DRIVE SURGERY APEX MEDICAL CENTRE SUNLIGHT CENTRE SURGERY DULWICH HEALTH MEDICAL CENTRE BALMORAL GARDENS REACH HEALTHCARE MCH PENTAGON ST. WERBURGH MED. PRACTICE PRINCES PARK MEDICAL CTR THE KINGS FAMILY 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% THE CHURCH VIEW PRACTICE UPPER CANTERBURY ST SURGERY PUMP LANE SURGERY RIVERSIDE MEDICAL PRACTICE 0% MAIDSTONE RD RAINHAM SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (4, 740); Practice bases range from 76 to 123 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? 65% 63% I contacted an NHS service by telephone 27% 25% A healthcare professional called me back A healthcare professional visited me at home 4% 5% 34% 37% I went to A&E 15% 12% I saw a pharmacist I went to another general practice service 9% 8% 19% 17% I went to another NHS service Can't remember 4% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (1, 073) 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 It was about right 46% 54% It took too long 100 90 80 70 60 50 40 30 20 10 0 % Took too long 60 54 46 40 2018 2019 Local CCG range – % About right Lowest Performing Highest Performing 54% 75% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (130, 757); CCG 2019 (993); CCG 2018 (1, 059); CCG bases range from 222 to 1, 081 52 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 54% 66% About right 46% 34% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 11% 37% Yes, definitely Yes, to some extent 52% No, not at all 100 90 80 70 60 50 40 30 20 10 0 % No 89 87 13 11 2018 2019 Comparison of results CCG National 89% 91% Yes 11% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 85% 94% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134, 437); CCG 2019 (1, 026); CCG 2018 (1, 097); CCG bases range from 225 to 1, 121 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 Very good 11% 24% 12% Fairly good Neither good nor poor 19% Fairly poor 34% Very poor 100 90 80 70 60 50 40 30 20 10 0 63 % Poor 58 23 20 2018 2019 Comparison of results CCG National 58% 69% Good 23% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 58% 75% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134, 770); CCG 2019 (1, 041); CCG 2018 (1, 098); CCG bases range from 227 to 1, 124 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