NHS NEWCASTLE GATESHEAD CCG Latest survey results July

NHS NEWCASTLE GATESHEAD 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 NEWCASTLE GATESHEAD CCG. • The data in this slide pack are based on the July 2019 GPPS publication. • In NHS NEWCASTLE GATESHEAD CCG, 20, 302 questionnaires were sent out, and 6, 799 were returned completed. This represents a response rate of 33%. • 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 10% 4% % Poor 100 Very good 90 80 Fairly good 48% Comparison of results 87 84 70 60 Neither good nor poor Fairly poor Very poor 30 20 10 0 6 5 2018 2019 84% 83% Good 6% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 58% 99% 82% 92% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (6, 708); CCG 2018 (6, 624); Practice bases range from 29 to 135; CCG bases range from 1, 240 to 6, 708 9 © Ipsos MORI National 50 40 37% 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 82% to 92% 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, 240 to 6, 708 %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 58% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 29 to 135 %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 (6, 708); Practice bases range from 29 to 135 BENFIELD PARK MEDICAL GROUP HOLLY MEDICAL GROUP SAVILLE MEDICAL GROUP CCG BLAYDON GP LED PRACTICE HOLLYHURST MEDICAL CENTRE ROSEWORTH SURGERY OLDWELL SURGERY DENTON TURRET MEDICAL CENTRE Practices DENTON PARK MEDICAL GROUP BEACON VIEW MEDICAL CENTRE WHICKHAM COTTAGE MEDICAL CENTRE CHAINBRIDGE MEDICAL PARTNERSHIP FELL TOWER MEDICAL CENTRE Percentage of patients saying ‘good’ FENHAM HALL SURGERY BETTS AVENUE MEDICAL GROUP BRUNTON PARK WESTERHOPE MEDICAL GROUP PARK MEDICAL GROUP BENSHAM FAMILY PRACTICE WEST ROAD MEDICAL CENTRE GRANGE ROAD MEDICAL PRACTICE ST. ANTHONY'S HEALTH CENTRE BIDDLESTONE HEALTH GROUP THE BRIDGES MEDICAL PRACTICE CCG OXFORD TCE & RAWLING RD MEDICAL GROUP SECOND STREET SURGERY HOLMSIDE MEDICAL GROUP CENTRAL GATESHEAD MEDICAL GROUP CRAWCROOK MEDICAL CENTRE FELL COTTAGE SURGERY HEATON ROAD SURGERY CRUDDAS PARK SURGERY ST. ALBANS MEDICAL GROUP THORNFIELD MEDICAL GROUP LONGRIGG MEDICAL CENTRE GRAINGER & SCOTSWOOD MEDICAL PRACTICES NEWCASTLE MEDICAL CENTRE ROWLANDS GILL MEDICAL CENTRE DILSTON MEDICAL CENTRE CHOPWELL PRIMARY HEALTHCARE CENTRE PROSPECT MEDICAL CENTRE CROWHALL MEDICAL CENTRE BIRTLEY MEDICAL 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% THE SURGERY-OSBORNE ROAD SUNNISIDE SURGERY NEWBURN SURGERY WALKER MEDICAL GROUP 108 RAWLING ROAD(RAWLING ROAD PRACTICE) AVENUE MEDICAL PRACTICE METRO INTERCHANGE SURGERY BROADWAY MEDICAL CENTRE THE GROVE MEDICAL GROUP PELAW MEDICAL PRACTICE TEAMS MEDICAL PRACTICE WREKENTON MEDICAL GROUP PARKWAY MEDICAL GROUP MILLENNIUM FAMILY PRACTICE GOSFORTH MEMORIAL MED. CTR REGENT MEDICAL CENTRE THROCKLEY PRIMARY CARE CENTRE BEWICK ROAD SURGERY 0% GLENPARK MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (760, 037); CCG 2019 (6, 708); Practice bases range from 29 to 135 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 9% 27% Very easy 17% Fairly easy Not very easy 46% 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 77 73 27 23 2018 2019 Practice range in CCG – % Easy National 73% 68% Easy 27% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 30% 100% 63% 86% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (6, 602); CCG 2018 (6, 514); Practice bases range from 26 to 135; CCG bases range from 1, 210 to 6, 602 15 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

BIRTLEY MEDICAL GROUP 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, 602); Practice bases range from 26 to 135 GOSFORTH MEMORIAL MED. CTR BETTS AVENUE MEDICAL GROUP METRO INTERCHANGE SURGERY CCG THROCKLEY PRIMARY CARE CENTRE DENTON PARK MEDICAL GROUP WEST ROAD MEDICAL CENTRE BLAYDON GP LED PRACTICE WALKER MEDICAL GROUP Practices THE BRIDGES MEDICAL PRACTICE BRUNTON PARK FENHAM HALL SURGERY CRUDDAS PARK SURGERY WHICKHAM COTTAGE MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to get through to someone on the phone NEWCASTLE MEDICAL CENTRE CHOPWELL PRIMARY HEALTHCARE CENTRE SAVILLE MEDICAL GROUP HOLMSIDE MEDICAL GROUP WREKENTON MEDICAL GROUP BENSHAM FAMILY PRACTICE OXFORD TCE & RAWLING RD MEDICAL GROUP CCG THORNFIELD MEDICAL GROUP BENFIELD PARK MEDICAL GROUP LONGRIGG MEDICAL CENTRE CROWHALL MEDICAL CENTRE ST. ANTHONY'S HEALTH CENTRE CRAWCROOK MEDICAL CENTRE PARKWAY MEDICAL GROUP BIDDLESTONE HEALTH GROUP CHAINBRIDGE MEDICAL PARTNERSHIP FELL TOWER MEDICAL CENTRE DILSTON MEDICAL CENTRE DENTON TURRET MEDICAL CENTRE BEACON VIEW MEDICAL CENTRE OLDWELL SURGERY ST. ALBANS MEDICAL GROUP FELL COTTAGE SURGERY ROWLANDS GILL MEDICAL CENTRE GLENPARK MEDICAL CENTRE CENTRAL GATESHEAD MEDICAL GROUP PROSPECT MEDICAL CENTRE WESTERHOPE MEDICAL GROUP GRAINGER & SCOTSWOOD MEDICAL PRACTICES 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% AVENUE MEDICAL PRACTICE ROSEWORTH SURGERY 108 RAWLING ROAD(RAWLING ROAD PRACTICE) SUNNISIDE SURGERY THE SURGERY-OSBORNE ROAD REGENT MEDICAL CENTRE SECOND STREET SURGERY MILLENNIUM FAMILY PRACTICE HOLLYHURST MEDICAL CENTRE TEAMS MEDICAL PRACTICE THE GROVE MEDICAL GROUP BROADWAY MEDICAL CENTRE PARK MEDICAL GROUP GRANGE ROAD MEDICAL PRACTICE PELAW MEDICAL PRACTICE HOLLY MEDICAL GROUP BEWICK ROAD SURGERY NEWBURN SURGERY 0% HEATON 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, 602); Practice bases range from 26 to 135 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 7% Very helpful 45% 46% 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 91 90 10 9 2018 2019 National 90% 89% Helpful 10% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 68% 100% 89% 94% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (6, 636); CCG 2018 (6, 560); Practice bases range from 28 to 132; CCG bases range from 1, 218 to 6, 636 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, 636); Practice bases range from 28 to 132 BRUNTON PARK THROCKLEY PRIMARY CARE CENTRE WESTERHOPE MEDICAL GROUP CCG CRUDDAS PARK SURGERY WEST ROAD MEDICAL CENTRE THE SURGERY-OSBORNE ROAD PELAW MEDICAL PRACTICE TEAMS MEDICAL PRACTICE Practices BLAYDON GP LED PRACTICE ST. ANTHONY'S HEALTH CENTRE REGENT MEDICAL CENTRE PARKWAY MEDICAL GROUP OXFORD TCE & RAWLING RD MEDICAL GROUP Percentage of patients saying receptionists at the GP practice are ‘helpful’ HEATON ROAD SURGERY BIDDLESTONE HEALTH GROUP SAVILLE MEDICAL GROUP FELL TOWER MEDICAL CENTRE SECOND STREET SURGERY WHICKHAM COTTAGE MEDICAL CENTRE CHAINBRIDGE MEDICAL PARTNERSHIP GLENPARK MEDICAL CENTRE GRAINGER & SCOTSWOOD MEDICAL PRACTICES FENHAM HALL SURGERY PARK MEDICAL GROUP OLDWELL SURGERY BEWICK ROAD SURGERY ST. ALBANS MEDICAL GROUP CCG BETTS AVENUE MEDICAL GROUP FELL COTTAGE SURGERY BENFIELD PARK MEDICAL GROUP HOLMSIDE MEDICAL GROUP CHOPWELL PRIMARY HEALTHCARE CENTRE DENTON TURRET MEDICAL CENTRE THORNFIELD MEDICAL GROUP BEACON VIEW MEDICAL CENTRE THE BRIDGES MEDICAL PRACTICE CROWHALL MEDICAL CENTRE ROWLANDS GILL MEDICAL CENTRE CRAWCROOK MEDICAL CENTRE LONGRIGG MEDICAL CENTRE NEWCASTLE MEDICAL CENTRE PROSPECT MEDICAL CENTRE BIRTLEY MEDICAL 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% METRO INTERCHANGE SURGERY NEWBURN SURGERY DENTON PARK MEDICAL GROUP GRANGE ROAD MEDICAL PRACTICE SUNNISIDE SURGERY HOLLYHURST MEDICAL CENTRE GOSFORTH MEMORIAL MED. CTR THE GROVE MEDICAL GROUP WALKER MEDICAL GROUP AVENUE MEDICAL PRACTICE ROSEWORTH SURGERY BROADWAY MEDICAL CENTRE 108 RAWLING ROAD(RAWLING ROAD PRACTICE) HOLLY MEDICAL GROUP MILLENNIUM FAMILY PRACTICE BENSHAM FAMILY PRACTICE CENTRAL GATESHEAD MEDICAL GROUP WREKENTON MEDICAL GROUP 0% DILSTON MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (6, 636); Practice bases range from 28 to 132 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 CCG National Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (746, 334); CCG 2019 (6, 616); Practice bases range from 29 to 132 22 © Ipsos MORI *% 18 -042653 -01 | Version 1 | Public *% None of these Don't know

Online service use Percentage used online services in past 12 months Q 5. Which of the following general practice online services have you used in the past 12 months? 100 90 *% 80 *% 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online 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 (6, 653); Practice bases range from 29 to 133 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 6% 15% 29% Very easy Fairly easy Not very easy 50% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 82 79 21 18 2019 CCG National 79% 77% Easy 21% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 59% 97% 78% 88% *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, 901); CCG 2018 (1, 731); Practice bases range from 12 to 66; CCG bases range from 489 to 1, 901 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, 901); Practice bases range from 12 to 66 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy THROCKLEY PRIMARY CARE CENTRE ROSEWORTH SURGERY SAVILLE MEDICAL GROUP CCG 108 RAWLING ROAD(RAWLING ROAD PRACTICE) METRO INTERCHANGE SURGERY FENHAM HALL SURGERY THORNFIELD MEDICAL GROUP CHOPWELL PRIMARY HEALTHCARE CENTRE Practices WREKENTON MEDICAL GROUP BIDDLESTONE HEALTH GROUP GRANGE ROAD MEDICAL PRACTICE BENFIELD PARK MEDICAL GROUP SECOND STREET SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website WHICKHAM COTTAGE MEDICAL CENTRE HOLMSIDE MEDICAL GROUP OXFORD TCE & RAWLING RD MEDICAL GROUP CRUDDAS PARK SURGERY CCG BRUNTON PARK CENTRAL GATESHEAD MEDICAL GROUP CRAWCROOK MEDICAL CENTRE GLENPARK MEDICAL CENTRE GRAINGER & SCOTSWOOD MEDICAL PRACTICES CHAINBRIDGE MEDICAL PARTNERSHIP REGENT MEDICAL CENTRE HOLLY MEDICAL GROUP THE BRIDGES MEDICAL PRACTICE TEAMS MEDICAL PRACTICE MILLENNIUM FAMILY PRACTICE BEWICK ROAD SURGERY ST. ALBANS MEDICAL GROUP DENTON TURRET MEDICAL CENTRE ST. ANTHONY'S HEALTH CENTRE BEACON VIEW MEDICAL CENTRE ROWLANDS GILL MEDICAL CENTRE OLDWELL SURGERY FELL COTTAGE SURGERY CROWHALL MEDICAL CENTRE PROSPECT MEDICAL CENTRE LONGRIGG MEDICAL CENTRE WESTERHOPE MEDICAL GROUP BETTS AVENUE MEDICAL GROUP FELL TOWER MEDICAL CENTRE BIRTLEY MEDICAL GROUP 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% WEST ROAD MEDICAL CENTRE BENSHAM FAMILY PRACTICE DENTON PARK MEDICAL GROUP THE SURGERY-OSBORNE ROAD AVENUE MEDICAL PRACTICE WALKER MEDICAL GROUP GOSFORTH MEMORIAL MED. CTR SUNNISIDE SURGERY BROADWAY MEDICAL CENTRE HEATON ROAD SURGERY PARKWAY MEDICAL GROUP THE GROVE MEDICAL GROUP NEWBURN SURGERY BLAYDON GP LED PRACTICE HOLLYHURST MEDICAL CENTRE DILSTON MEDICAL CENTRE PARK MEDICAL GROUP 0% PELAW MEDICAL 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, 901); Practice bases range from 12 to 66 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 14% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 54% 11% No, I was not offered a choice of appointment 36% 70 Comparison of results % No 64 36 30 2018 2019 National 64% 62% Yes 36% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 32% 98% 61% 73% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (5, 290); CCG 2018 (5, 235); Practice bases range from 20 to 110; CCG bases range from 986 to 5, 290 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, 290); Practice bases range from 20 to 110 BETTS AVENUE MEDICAL GROUP REGENT MEDICAL CENTRE PARK MEDICAL GROUP CCG DENTON TURRET MEDICAL CENTRE ST. ANTHONY'S HEALTH CENTRE WREKENTON MEDICAL GROUP FENHAM HALL SURGERY BIDDLESTONE HEALTH GROUP Practices SAVILLE MEDICAL GROUP OXFORD TCE & RAWLING RD MEDICAL GROUP HOLMSIDE MEDICAL GROUP BEWICK ROAD SURGERY GRANGE ROAD MEDICAL PRACTICE Percentage of patients saying ‘yes’ they were offered a choice of appointment CCG THE BRIDGES MEDICAL PRACTICE THROCKLEY PRIMARY CARE CENTRE CRUDDAS PARK SURGERY DENTON PARK MEDICAL GROUP BRUNTON PARKWAY MEDICAL GROUP ROWLANDS GILL MEDICAL CENTRE GRAINGER & SCOTSWOOD MEDICAL PRACTICES HEATON ROAD SURGERY DILSTON MEDICAL CENTRE WALKER MEDICAL GROUP PELAW MEDICAL PRACTICE CHOPWELL PRIMARY HEALTHCARE CENTRE OLDWELL SURGERY PROSPECT MEDICAL CENTRE BEACON VIEW MEDICAL CENTRE FELL COTTAGE SURGERY FELL TOWER MEDICAL CENTRE WEST ROAD MEDICAL CENTRE CRAWCROOK MEDICAL CENTRE GLENPARK MEDICAL CENTRE WHICKHAM COTTAGE MEDICAL CENTRE BENFIELD PARK MEDICAL GROUP THORNFIELD MEDICAL GROUP ST. ALBANS MEDICAL GROUP LONGRIGG MEDICAL CENTRE CROWHALL MEDICAL CENTRE WESTERHOPE MEDICAL GROUP BIRTLEY MEDICAL GROUP NEWCASTLE MEDICAL CENTRE 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% AVENUE MEDICAL PRACTICE 108 RAWLING ROAD(RAWLING ROAD PRACTICE) SUNNISIDE SURGERY HOLLY MEDICAL GROUP ROSEWORTH SURGERY BROADWAY MEDICAL CENTRE GOSFORTH MEMORIAL MED. CTR NEWBURN SURGERY THE SURGERY-OSBORNE ROAD MILLENNIUM FAMILY PRACTICE BLAYDON GP LED PRACTICE TEAMS MEDICAL PRACTICE METRO INTERCHANGE SURGERY THE GROVE MEDICAL GROUP CHAINBRIDGE MEDICAL PARTNERSHIP HOLLYHURST MEDICAL CENTRE CENTRAL GATESHEAD MEDICAL GROUP BENSHAM FAMILY PRACTICE 0% SECOND STREET 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 (5, 290); Practice bases range from 20 to 110 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 6% Yes, and I accepted an appointment 22% No, but I still took an appointment 72% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 76 Comparison of results % No 28 2018 National 72% 74% Yes, took appt 72 24 CCG 2019 Yes, took appt 22% 20% No, took appt 6% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 40% 99% 72% 84% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (6, 334); CCG 2018 (6, 226); Practice bases range from 26 to 123; CCG bases range from 1, 179 to 6, 334 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, 334); Practice bases range from 26 to 123 PARKWAY MEDICAL GROUP PARK MEDICAL GROUP HOLLYHURST MEDICAL CENTRE CCG BETTS AVENUE MEDICAL GROUP REGENT MEDICAL CENTRE HOLLY MEDICAL GROUP WREKENTON MEDICAL GROUP BROADWAY MEDICAL CENTRE Practices BRUNTON PARK FELL TOWER MEDICAL CENTRE SECOND STREET SURGERY CENTRAL GATESHEAD MEDICAL GROUP OXFORD TCE & RAWLING RD MEDICAL GROUP Percentage of patients saying ‘yes’ they were satisfied with the appointment offered BEWICK ROAD SURGERY THROCKLEY PRIMARY CARE CENTRE WALKER MEDICAL GROUP BIDDLESTONE HEALTH GROUP CCG BEACON VIEW MEDICAL CENTRE ROWLANDS GILL MEDICAL CENTRE DENTON PARK MEDICAL GROUP GLENPARK MEDICAL CENTRE FENHAM HALL SURGERY ST. ALBANS MEDICAL GROUP HEATON ROAD SURGERY CHOPWELL PRIMARY HEALTHCARE CENTRE WHICKHAM COTTAGE MEDICAL CENTRE THE BRIDGES MEDICAL PRACTICE OLDWELL SURGERY FELL COTTAGE SURGERY HOLMSIDE MEDICAL GROUP CRUDDAS PARK SURGERY GRAINGER & SCOTSWOOD MEDICAL PRACTICES WESTERHOPE MEDICAL GROUP CRAWCROOK MEDICAL CENTRE WEST ROAD MEDICAL CENTRE PELAW MEDICAL PRACTICE PROSPECT MEDICAL CENTRE LONGRIGG MEDICAL CENTRE DILSTON MEDICAL CENTRE NEWCASTLE MEDICAL CENTRE THORNFIELD MEDICAL GROUP CROWHALL MEDICAL CENTRE BIRTLEY MEDICAL GROUP 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% SUNNISIDE SURGERY AVENUE MEDICAL PRACTICE 108 RAWLING ROAD(RAWLING ROAD PRACTICE) THE GROVE MEDICAL GROUP METRO INTERCHANGE SURGERY ROSEWORTH SURGERY TEAMS MEDICAL PRACTICE THE SURGERY-OSBORNE ROAD BENFIELD PARK MEDICAL GROUP MILLENNIUM FAMILY PRACTICE CHAINBRIDGE MEDICAL PARTNERSHIP ST. ANTHONY'S HEALTH CENTRE NEWBURN SURGERY GOSFORTH MEMORIAL MED. CTR SAVILLE MEDICAL GROUP DENTON TURRET MEDICAL CENTRE GRANGE ROAD MEDICAL PRACTICE BENSHAM FAMILY PRACTICE 0% BLAYDON GP LED PRACTICE 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, 334); Practice bases range from 26 to 123 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 (291) 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 6% 11% 29% 16% % Good Very good Fairly good Neither good nor poor Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 71 67 17 13 2018 2019 National 67% Good 17% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 33% 100% 65% 80% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (6, 267); CCG 2018 (6, 134); Practice bases range from 25 to 120; CCG bases range from 1, 148 to 6, 267 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, 267); Practice bases range from 25 to 120 BETTS AVENUE MEDICAL GROUP BENFIELD PARK MEDICAL GROUP REGENT MEDICAL CENTRE CCG WREKENTON MEDICAL GROUP CHAINBRIDGE MEDICAL PARTNERSHIP BENSHAM FAMILY PRACTICE PARK MEDICAL GROUP GRANGE ROAD MEDICAL PRACTICE Practices CRUDDAS PARK SURGERY PELAW MEDICAL PRACTICE FENHAM HALL SURGERY SAVILLE MEDICAL GROUP OXFORD TCE & RAWLING RD MEDICAL GROUP Percentage of patients saying they had a ‘good’ experience of making an appointment FELL TOWER MEDICAL CENTRE DENTON TURRET MEDICAL CENTRE DENTON PARK MEDICAL GROUP WALKER MEDICAL GROUP CHOPWELL PRIMARY HEALTHCARE CENTRE CCG THROCKLEY PRIMARY CARE CENTRE HEATON ROAD SURGERY WHICKHAM COTTAGE MEDICAL CENTRE PARKWAY MEDICAL GROUP WEST ROAD MEDICAL CENTRE CENTRAL GATESHEAD MEDICAL GROUP BIDDLESTONE HEALTH GROUP FELL COTTAGE SURGERY LONGRIGG MEDICAL CENTRE HOLMSIDE MEDICAL GROUP OLDWELL SURGERY THE BRIDGES MEDICAL PRACTICE WESTERHOPE MEDICAL GROUP CRAWCROOK MEDICAL CENTRE GLENPARK MEDICAL CENTRE NEWCASTLE MEDICAL CENTRE BEACON VIEW MEDICAL CENTRE ROWLANDS GILL MEDICAL CENTRE DILSTON MEDICAL CENTRE PROSPECT MEDICAL CENTRE ST. ALBANS MEDICAL GROUP GRAINGER & SCOTSWOOD MEDICAL PRACTICES THORNFIELD MEDICAL GROUP CROWHALL MEDICAL CENTRE BIRTLEY MEDICAL 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% SUNNISIDE SURGERY 108 RAWLING ROAD(RAWLING ROAD PRACTICE) THE GROVE MEDICAL GROUP ROSEWORTH SURGERY AVENUE MEDICAL PRACTICE METRO INTERCHANGE SURGERY TEAMS MEDICAL PRACTICE NEWBURN SURGERY THE SURGERY-OSBORNE ROAD MILLENNIUM FAMILY PRACTICE GOSFORTH MEMORIAL MED. CTR BROADWAY MEDICAL CENTRE HOLLYHURST MEDICAL CENTRE ST. ANTHONY'S HEALTH CENTRE HOLLY MEDICAL GROUP BLAYDON GP LED PRACTICE SECOND STREET SURGERY BEWICK ROAD SURGERY 0% BRUNTON PARK 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, 267); Practice bases range from 25 to 120 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) 3% 3% 4% Listening to you Treating you with care and concern 9% 7% 37% 35% 33% 51% 55% 56% 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, 367; 6, 353; 6, 373) 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’ 6% 4% 5% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 6% 4% 5% 26% 31% 70% 64% 32% 62% 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 (5, 723; 6, 281; 6, 273) 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 13% Yes, definitely 32% 56% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 87% 86% Yes 13% 14% No No % No 88 87 13 12 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 74% 100% 87% 93% 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, 706); CCG 2018 (2, 606); Practice bases range from 11 to 62; CCG bases range from 469 to 2, 706 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 22% 40% Yes, definitely Yes, to some extent No, not at all 38% 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 83 78 22 17 2018 2019 National 78% Yes 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 59% 98% 78% 88% 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, 805); CCG 2018 (2, 774); Practice bases range from 16 to 64; CCG bases range from 502 to 2, 805 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, 805); Practice bases range from 16 to 64 BLAYDON GP LED PRACTICE THROCKLEY PRIMARY CARE CENTRE SUNNISIDE SURGERY CCG BEWICK ROAD SURGERY WREKENTON MEDICAL GROUP BRUNTON PARK AVENUE MEDICAL PRACTICE ROSEWORTH SURGERY Practices THE SURGERY-OSBORNE ROAD HOLLY MEDICAL GROUP 108 RAWLING ROAD(RAWLING ROAD PRACTICE) FELL COTTAGE SURGERY GRANGE ROAD MEDICAL PRACTICE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) WHICKHAM COTTAGE MEDICAL CENTRE BENFIELD PARK MEDICAL GROUP TEAMS MEDICAL PRACTICE CRUDDAS PARK SURGERY SAVILLE MEDICAL GROUP CCG BEACON VIEW MEDICAL CENTRE LONGRIGG MEDICAL CENTRE DILSTON MEDICAL CENTRE HOLMSIDE MEDICAL GROUP PARK MEDICAL GROUP DENTON TURRET MEDICAL CENTRE BETTS AVENUE MEDICAL GROUP METRO INTERCHANGE SURGERY OXFORD TCE & RAWLING RD MEDICAL GROUP THE BRIDGES MEDICAL PRACTICE BIDDLESTONE HEALTH GROUP MILLENNIUM FAMILY PRACTICE ST. ALBANS MEDICAL GROUP GLENPARK MEDICAL CENTRE BENSHAM FAMILY PRACTICE GRAINGER & SCOTSWOOD MEDICAL PRACTICES CHAINBRIDGE MEDICAL PARTNERSHIP WESTERHOPE MEDICAL GROUP FELL TOWER MEDICAL CENTRE HEATON ROAD SURGERY PROSPECT MEDICAL CENTRE SECOND STREET SURGERY CHOPWELL PRIMARY HEALTHCARE CENTRE OLDWELL SURGERY THORNFIELD MEDICAL GROUP 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% PELAW MEDICAL PRACTICE NEWBURN SURGERY DENTON PARK MEDICAL GROUP THE GROVE MEDICAL GROUP BROADWAY MEDICAL CENTRE PARKWAY MEDICAL GROUP WALKER MEDICAL GROUP CRAWCROOK MEDICAL CENTRE FENHAM HALL SURGERY REGENT MEDICAL CENTRE ROWLANDS GILL MEDICAL CENTRE WEST ROAD MEDICAL CENTRE CENTRAL GATESHEAD MEDICAL GROUP ST. ANTHONY'S HEALTH CENTRE GOSFORTH MEMORIAL MED. CTR HOLLYHURST MEDICAL CENTRE CROWHALL MEDICAL CENTRE 0% BIRTLEY MEDICAL GROUP 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, 805); Practice bases range from 16 to 64 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 % Satisfied 8% 25% 10% Fairly satisfied Neither satisfied nor dissatisfied 17% Fairly dissatisfied 40% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 70 Comparison of results % Dissatisfied 66 18 15 2018 2019 Practice range in CCG – % Satisfied CCG National 66% 65% Satisfied 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 45% 98% 62% 75% *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, 184); CCG 2018 (6, 124); Practice bases range from 26 to 124; CCG bases range from 1, 169 to 6, 184 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, 184); Practice bases range from 26 to 124 SECOND STREET SURGERY BETTS AVENUE MEDICAL GROUP WALKER MEDICAL GROUP CCG GRANGE ROAD MEDICAL PRACTICE THROCKLEY PRIMARY CARE CENTRE HOLLYHURST MEDICAL CENTRE WREKENTON MEDICAL GROUP OXFORD TCE & RAWLING RD MEDICAL GROUP Practices WHICKHAM COTTAGE MEDICAL CENTRE CENTRAL GATESHEAD MEDICAL GROUP FENHAM HALL SURGERY CRUDDAS PARK SURGERY BIDDLESTONE HEALTH GROUP Percentage of patients saying they are ‘satisfied’ with the appointment times available BEWICK ROAD SURGERY DENTON TURRET MEDICAL CENTRE FELL TOWER MEDICAL CENTRE CCG BENSHAM FAMILY PRACTICE PARKWAY MEDICAL GROUP THE BRIDGES MEDICAL PRACTICE DENTON PARK MEDICAL GROUP DILSTON MEDICAL CENTRE SAVILLE MEDICAL GROUP OLDWELL SURGERY LONGRIGG MEDICAL CENTRE BEACON VIEW MEDICAL CENTRE GLENPARK MEDICAL CENTRE HOLMSIDE MEDICAL GROUP NEWCASTLE MEDICAL CENTRE CHAINBRIDGE MEDICAL PARTNERSHIP HEATON ROAD SURGERY PELAW MEDICAL PRACTICE GRAINGER & SCOTSWOOD MEDICAL PRACTICES ST. ALBANS MEDICAL GROUP WESTERHOPE MEDICAL GROUP WEST ROAD MEDICAL CENTRE CRAWCROOK MEDICAL CENTRE PROSPECT MEDICAL CENTRE CHOPWELL PRIMARY HEALTHCARE CENTRE FELL COTTAGE SURGERY CROWHALL MEDICAL CENTRE THORNFIELD MEDICAL GROUP BIRTLEY MEDICAL GROUP ROWLANDS GILL MEDICAL CENTRE 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% SUNNISIDE SURGERY METRO INTERCHANGE SURGERY 108 RAWLING ROAD(RAWLING ROAD PRACTICE) AVENUE MEDICAL PRACTICE THE GROVE MEDICAL GROUP TEAMS MEDICAL PRACTICE ROSEWORTH SURGERY BLAYDON GP LED PRACTICE GOSFORTH MEMORIAL MED. CTR THE SURGERY-OSBORNE ROAD BROADWAY MEDICAL CENTRE HOLLY MEDICAL GROUP NEWBURN SURGERY REGENT MEDICAL CENTRE MILLENNIUM FAMILY PRACTICE ST. ANTHONY'S HEALTH CENTRE BENFIELD PARK MEDICAL GROUP 0% BRUNTON PARK 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, 184); Practice bases range from 26 to 124 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? I contacted an NHS service by telephone 63% 18% A healthcare professional called me back A healthcare professional visited me at home 25% 5% 5% 36% 37% I went to A&E 15% 12% I saw a pharmacist I went to another general practice service 4% 8% 25% I went to another NHS service Can't remember CCG 50% 17% 5% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (1, 187) 51 © Ipsos MORI 18 -042653 -01 | Version 1 | Public 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 33% It was about right It took too long 67% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 68 67 33 32 2018 2019 Local CCG range – % About right Lowest Performing Highest Performing 67% 78% 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, 109); CCG 2018 (1, 062); CCG bases range from 199 to 1, 109 52 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 67% 66% About right 33% 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 7% Yes, definitely 49% 44% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 % No 93 92 8 7 2018 2019 Comparison of results CCG National 93% 91% Yes 7% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 90% 97% 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, 144); CCG 2018 (1, 106); CCG bases range from 200 to 1, 144 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 6% Very good 7% 35% 15% Fairly good Neither good nor poor Fairly poor 36% Very poor 100 90 80 70 60 50 40 30 20 10 0 72 % Poor 71 13 12 2018 2019 Comparison of results CCG National 71% 69% Good 13% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 71% 82% 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, 141); CCG 2018 (1, 103); CCG bases range from 209 to 1, 141 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