NHS NORTH CUMBRIA CCG Latest survey results 2020

NHS NORTH CUMBRIA CCG Latest survey results 2020 survey publication Version 1| Public 1 © Ipsos MORI 19 -071809 -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 19 -071809 -01 | Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 19 -071809 -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 NORTH CUMBRIA CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS NORTH CUMBRIA CCG, 10, 824 questionnaires were sent out, and 4, 441 were returned completed. This represents a response rate of 41%. • 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 19 -071809 -01 | Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services - Making an appointment • The data provide a snapshot of patient experience at a given time, and are updated annually. • There is variation in practice-level response rates, leading to variation in levels of uncertainty around practice-level results. Data users are encouraged to use insight from GPPS as one element of evidence when considering patients' experiences of general practice. • 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. • Where available, packs include 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. - 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 19 -071809 -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. • Comparison of CCGs’ results within a region: region as described in this report is based on NHS England regions, further information about these regions can be found here: https: //www. england. nhs. uk/about/regional -area-teams/ *Images used in this slide are for example purposes only 6 © Ipsos MORI 19 -071809 -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 – particular care should be taken when comparing practices due to smaller numbers of responses at this level. • 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. • When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. 100% Trends: • * More than 0% but less than 0. 5% Latest: refers to the 2020 publication (fieldwork January to March 2020) 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 19 -071809 -01 | Version 1 | Public 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 19 -071809 -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 5% CCG’s results over time % Poor 82 83 100 Very good 11% % Good Comparison of results 90 80 Fairly good 84 70 45% 60 Neither good nor poor 37% Very poor 30 20 10 0 7 6 2018 6 2019 83% 82% Good 6% 7% 2020 Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 62% 100% 74% 89% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (4, 283); CCG 2019 (4, 522); CCG 2018 (4, 506); Practice bases range from 88 to 141; CCG bases range from 953 to 9, 750 9 © Ipsos MORI National 50 40 Fairly poor CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other CCGs within the region Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 74% to 89% 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 953 to 9, 750 %Good = %Very good + %Fairly good 10 © Ipsos MORI 19 -071809 -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 62% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 88 to 141 %Good = %Very good + %Fairly good 11 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (4, 283); Practice bases range from 88 to 141 GLENRIDDING HEALTH CENTRE CALDBECK SURGERY COURT THORN SURGERY SHAP MEDICAL PRACTICE Practices KIRKOSWALD SURGERY BRAMPTON MEDICAL PRACTICE WIGTON GROUP MEDICAL PRACTICE SEASCALE HEALTH CENTRE APPLEBY MEDICAL PRACTICE Percentage of patients saying ‘good’ ALSTON MEDICAL PRACTICE WESTCROFT HOUSE SURGERY THE CROFT SURGERY SILLOTH GROUP MEDICAL PRACTICE SPENCER ST SURGERY UPPER EDEN MEDICAL PRACTICE LONGTOWN MEDICAL CENTRE CASTLEHEAD MEDICAL CENTRE ASPATRIA MEDICAL GROUP BEECHWOOD GROUP PRACTICE MANSION HOUSE SURGERY TEMPLE SOWERBY MEDICAL PRACTICE DALSTON MEDICAL GROUP THE LAKES MEDICAL PRACTICE EDEN MEDICAL GROUP QUEEN STREET MEDICAL PRACTICE MARYPORT HEALTH SERVICES CCG OXFORD STREET SURGERY JAMES STREET GROUP PRACT BIRBECK MEDICAL GROUP CASTLEGATE AND DERWENT SURGERY DISTINGTON SURGERY CARLISLE HEALTHCARE WARWICK ROAD SURGERY FUSEHILL MEDICAL PRACTICE FELLVIEW HEALTHCARE SOLWAY HEALTH SERVICES WARWICK SQUARE GROUP PRACTICE ORCHARD HOUSE SURGERY LOWTHER MEDICAL CENTRE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Local GP services 13 © Ipsos MORI 19 -071809 -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 12% 23% Very easy Fairly easy 21% Not very easy 44% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 72 28 2018 Comparison of results CCG National 67% 65% 67 Easy 33 33% 35% Not easy 69 31 2019 Practice range within CCG – % Easy 2020 CCG range within region – % Easy Lowest Performing Highest Performing 14% 100% 46% 81% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (4, 240); CCG 2019 (4, 448); CCG 2018 (4, 389); Practice bases range from 85 to 132; CCG bases range from 941 to 9, 674 14 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 15 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (4, 240); Practice bases range from 85 to 132 GLENRIDDING HEALTH CENTRE CALDBECK SURGERY COURT THORN SURGERY SHAP MEDICAL PRACTICE Practices ALSTON MEDICAL PRACTICE KIRKOSWALD SURGERY SILLOTH GROUP MEDICAL PRACTICE TEMPLE SOWERBY MEDICAL PRACTICE DALSTON MEDICAL GROUP Percentage of patients saying it is ‘easy’ to get through to someone on the phone LONGTOWN MEDICAL CENTRE WIGTON GROUP MEDICAL PRACTICE UPPER EDEN MEDICAL PRACTICE SPENCER ST SURGERY APPLEBY MEDICAL PRACTICE BEECHWOOD GROUP PRACTICE THE CROFT SURGERY CASTLEHEAD MEDICAL CENTRE ASPATRIA MEDICAL GROUP SEASCALE HEALTH CENTRE THE LAKES MEDICAL PRACTICE WESTCROFT HOUSE SURGERY OXFORD STREET SURGERY BRAMPTON MEDICAL PRACTICE QUEEN STREET MEDICAL PRACTICE DISTINGTON SURGERY CASTLEGATE AND DERWENT SURGERY WARWICK SQUARE GROUP PRACTICE MARYPORT HEALTH SERVICES WARWICK ROAD SURGERY CCG MANSION HOUSE SURGERY BIRBECK MEDICAL GROUP SOLWAY HEALTH SERVICES EDEN MEDICAL GROUP FUSEHILL MEDICAL PRACTICE ORCHARD HOUSE SURGERY FELLVIEW HEALTHCARE CARLISLE HEALTHCARE JAMES STREET GROUP PRACT LOWTHER MEDICAL CENTRE 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? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 8% Very helpful 44% 47% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 92 % Not helpful 91 90 10 8 2018 Comparison of results 2019 9 2020 National 91% 89% Helpful 9% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 78% 100% 84% 94% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (4, 297); CCG 2019 (4, 461); CCG 2018 (4, 433); Practice bases range from 87 to 136; CCG bases range from 951 to 9, 811 16 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (4, 297); Practice bases range from 87 to 136 GLENRIDDING HEALTH CENTRE WIGTON GROUP MEDICAL PRACTICE SHAP MEDICAL PRACTICE CALDBECK SURGERY Practices ALSTON MEDICAL PRACTICE TEMPLE SOWERBY MEDICAL PRACTICE APPLEBY MEDICAL PRACTICE COURT THORN SURGERY WESTCROFT HOUSE SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ SILLOTH GROUP MEDICAL PRACTICE CASTLEHEAD MEDICAL CENTRE SPENCER ST SURGERY BRAMPTON MEDICAL PRACTICE OXFORD STREET SURGERY SEASCALE HEALTH CENTRE KIRKOSWALD SURGERY WARWICK ROAD SURGERY UPPER EDEN MEDICAL PRACTICE MANSION HOUSE SURGERY ASPATRIA MEDICAL GROUP THE CROFT SURGERY QUEEN STREET MEDICAL PRACTICE WARWICK SQUARE GROUP PRACTICE THE LAKES MEDICAL PRACTICE MARYPORT HEALTH SERVICES CCG BEECHWOOD GROUP PRACTICE FELLVIEW HEALTHCARE BIRBECK MEDICAL GROUP DALSTON MEDICAL GROUP LONGTOWN MEDICAL CENTRE LOWTHER MEDICAL CENTRE CASTLEGATE AND DERWENT SURGERY EDEN MEDICAL GROUP SOLWAY HEALTH SERVICES CARLISLE HEALTHCARE DISTINGTON SURGERY ORCHARD HOUSE SURGERY FUSEHILL MEDICAL PRACTICE JAMES STREET GROUP PRACT 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? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

Access to online services 18 © Ipsos MORI 19 -071809 -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 60 50 Practice range within CCG *% *% *% 40 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 (716, 915); CCG 2020 (4, 292); Practice bases range from 88 to 138 19 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% *% None of these Don't know CCG National

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 30 20 National *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (723, 567); CCG 2020 (4, 333); Practice bases range from 88 to 138 20 19 -071809 -01 | Version 1 | Public *% Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% None of these

Ease of use of online services Q 6. How easy is it to use your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 3% 15% 27% Very easy Fairly easy Not very easy 54% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 80 20 2018 Comparison of results % Not easy 81 81 19 2019 19 2020 CCG National 81% 76% Easy 19% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 60% 100% 69% 84% *Those who say ‘Haven’t tried’ (65%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (1, 389); CCG 2019 (1, 240); CCG 2018 (1, 158); Practice bases range from 18 to 60; CCG bases range from 389 to 3, 786 21 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 22 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (1, 389); Practice bases range from 18 to 60 GLENRIDDING HEALTH CENTRE BRAMPTON MEDICAL PRACTICE WIGTON GROUP MEDICAL PRACTICE CASTLEHEAD MEDICAL CENTRE Practices LONGTOWN MEDICAL CENTRE WARWICK ROAD SURGERY THE CROFT SURGERY ASPATRIA MEDICAL GROUP BEECHWOOD GROUP PRACTICE Percentage of patients saying it is ‘easy’ to use their GP practice’s website SHAP MEDICAL PRACTICE QUEEN STREET MEDICAL PRACTICE SILLOTH GROUP MEDICAL PRACTICE COURT THORN SURGERY SEASCALE HEALTH CENTRE WESTCROFT HOUSE SURGERY SPENCER ST SURGERY UPPER EDEN MEDICAL PRACTICE DISTINGTON SURGERY TEMPLE SOWERBY MEDICAL PRACTICE CASTLEGATE AND DERWENT SURGERY CALDBECK SURGERY ORCHARD HOUSE SURGERY MANSION HOUSE SURGERY KIRKOSWALD SURGERY OXFORD STREET SURGERY CCG FELLVIEW HEALTHCARE APPLEBY MEDICAL PRACTICE LOWTHER MEDICAL CENTRE THE LAKES MEDICAL PRACTICE BIRBECK MEDICAL GROUP WARWICK SQUARE GROUP PRACTICE DALSTON MEDICAL GROUP EDEN MEDICAL GROUP ALSTON MEDICAL PRACTICE FUSEHILL MEDICAL PRACTICE MARYPORT HEALTH SERVICES JAMES STREET GROUP PRACT SOLWAY HEALTH SERVICES CARLISLE HEALTHCARE 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? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Making an appointment 23 © Ipsos MORI 19 -071809 -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 18% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 52% 12% No, I was not offered a choice of appointment 38% 65 35 % No 62 62 38 2018 Comparison of results 2019 National 62% 60% Yes 38% 40% No No 38 2020 CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 36% 93% 51% 68% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (564, 341); CCG 2020 (3, 440); CCG 2019 (3, 533); CCG 2018 (3, 538); Practice bases range from 69 to 118; CCG bases range from 748 to 7, 818 24 © Ipsos MORI CCG 19 -071809 -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 19 -071809 -01 | Version 1 | Public 25 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (3, 440); Practice bases range from 69 to 118 GLENRIDDING HEALTH CENTRE SHAP MEDICAL PRACTICE CALDBECK SURGERY BRAMPTON MEDICAL PRACTICE Practices COURT THORN SURGERY ALSTON MEDICAL PRACTICE WESTCROFT HOUSE SURGERY SPENCER ST SURGERY THE CROFT SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment KIRKOSWALD SURGERY WIGTON GROUP MEDICAL PRACTICE WARWICK ROAD SURGERY CASTLEHEAD MEDICAL CENTRE TEMPLE SOWERBY MEDICAL PRACTICE ASPATRIA MEDICAL GROUP SILLOTH GROUP MEDICAL PRACTICE UPPER EDEN MEDICAL PRACTICE DALSTON MEDICAL GROUP LONGTOWN MEDICAL CENTRE SEASCALE HEALTH CENTRE MANSION HOUSE SURGERY MARYPORT HEALTH SERVICES CASTLEGATE AND DERWENT SURGERY APPLEBY MEDICAL PRACTICE WARWICK SQUARE GROUP PRACTICE CCG BEECHWOOD GROUP PRACTICE THE LAKES MEDICAL PRACTICE QUEEN STREET MEDICAL PRACTICE BIRBECK MEDICAL GROUP DISTINGTON SURGERY FUSEHILL MEDICAL PRACTICE CARLISLE HEALTHCARE OXFORD STREET SURGERY SOLWAY HEALTH SERVICES EDEN MEDICAL GROUP FELLVIEW HEALTHCARE ORCHARD HOUSE SURGERY JAMES STREET GROUP PRACT LOWTHER 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? CCG 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’

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 5% Yes, and I accepted an appointment 19% No, but I still took an appointment 76% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 75 25 % No 27 2019 CCG National 76% 73% Yes, took appt 76 73 2018 Comparison of results 24 2020 Yes, took appt 19% 21% No, took appt 5% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 54% 97% 67% 80% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (4, 107); CCG 2019 (4, 240); CCG 2018 (4, 196); Practice bases range from 86 to 137; CCG bases range from 908 to 9, 390 26 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 27 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (4, 107); Practice bases range from 86 to 137 CALDBECK SURGERY COURT THORN SURGERY SHAP MEDICAL PRACTICE KIRKOSWALD SURGERY Practices ALSTON MEDICAL PRACTICE TEMPLE SOWERBY MEDICAL PRACTICE SPENCER ST SURGERY BRAMPTON MEDICAL PRACTICE THE CROFT SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered GLENRIDDING HEALTH CENTRE WIGTON GROUP MEDICAL PRACTICE WARWICK ROAD SURGERY SEASCALE HEALTH CENTRE MANSION HOUSE SURGERY ASPATRIA MEDICAL GROUP CASTLEHEAD MEDICAL CENTRE APPLEBY MEDICAL PRACTICE LONGTOWN MEDICAL CENTRE DALSTON MEDICAL GROUP THE LAKES MEDICAL PRACTICE SILLOTH GROUP MEDICAL PRACTICE EDEN MEDICAL GROUP WESTCROFT HOUSE SURGERY BIRBECK MEDICAL GROUP CCG BEECHWOOD GROUP PRACTICE CASTLEGATE AND DERWENT SURGERY UPPER EDEN MEDICAL PRACTICE CARLISLE HEALTHCARE MARYPORT HEALTH SERVICES OXFORD STREET SURGERY QUEEN STREET MEDICAL PRACTICE FELLVIEW HEALTHCARE FUSEHILL MEDICAL PRACTICE JAMES STREET GROUP PRACT LOWTHER MEDICAL CENTRE WARWICK SQUARE GROUP PRACTICE SOLWAY HEALTH SERVICES DISTINGTON SURGERY ORCHARD HOUSE SURGERY 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? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

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, 909); CCG 2020 (162) 28 © Ipsos MORI 19 -071809 -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% 5% 30% 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 68 17 2018 Comparison of results % Poor 68 65 18 2019 16 2020 National 68% 65% Good 16% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 32% 100% 55% 75% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (4, 069); CCG 2019 (4, 210); CCG 2018 (4, 135); Practice bases range from 82 to 133; CCG bases range from 893 to 9, 276 29 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 30 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (4, 069); Practice bases range from 82 to 133 GLENRIDDING HEALTH CENTRE ALSTON MEDICAL PRACTICE CALDBECK SURGERY KIRKOSWALD SURGERY Practices WIGTON GROUP MEDICAL PRACTICE BRAMPTON MEDICAL PRACTICE SHAP MEDICAL PRACTICE COURT THORN SURGERY SEASCALE HEALTH CENTRE Percentage of patients saying they had a ‘good’ experience of making an appointment DALSTON MEDICAL GROUP THE CROFT SURGERY SPENCER ST SURGERY TEMPLE SOWERBY MEDICAL PRACTICE SILLOTH GROUP MEDICAL PRACTICE CASTLEHEAD MEDICAL CENTRE ASPATRIA MEDICAL GROUP WESTCROFT HOUSE SURGERY APPLEBY MEDICAL PRACTICE LONGTOWN MEDICAL CENTRE MANSION HOUSE SURGERY THE LAKES MEDICAL PRACTICE WARWICK ROAD SURGERY UPPER EDEN MEDICAL PRACTICE QUEEN STREET MEDICAL PRACTICE OXFORD STREET SURGERY CCG BIRBECK MEDICAL GROUP BEECHWOOD GROUP PRACTICE MARYPORT HEALTH SERVICES EDEN MEDICAL GROUP WARWICK SQUARE GROUP PRACTICE CASTLEGATE AND DERWENT SURGERY FUSEHILL MEDICAL PRACTICE DISTINGTON SURGERY FELLVIEW HEALTHCARE SOLWAY HEALTH SERVICES CARLISLE HEALTHCARE JAMES STREET GROUP PRACT ORCHARD HOUSE SURGERY LOWTHER MEDICAL CENTRE Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 31 © Ipsos MORI 19 -071809 -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% 3% Listening to you Treating you with care and concern 3% 9% 3% 8% 9% 38% 35% 34% 50% 53% 54% 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 (678, 664; 676, 845; 676, 130); CCG 2020 (4, 113; 4, 069; 4, 089) 32 © Ipsos MORI 19 -071809 -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% 30% 70% 65% 31% 63% 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 (603, 943; 667, 229; 663, 675); CCG 2020 (3, 649; 4, 043; 4, 051) 33 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 11% Yes, definitely 33% 55% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 91 % No 90 89 10 9 2018 Comparison of results 2019 Practice range within CCG – % Yes 11 2020 CCG National 89% 85% Yes 11% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 68% 100% 81% 89% 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 (277, 005); CCG 2020 (1, 577); CCG 2019 (1, 608); CCG 2018 (1, 568); Practice bases range from 27 to 56; CCG bases range from 351 to 3, 868 34 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 35 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Support with managing long-term conditions, disabilities, or illnesses 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 19% 42% Yes, definitely Yes, to some extent 39% No, not at all 100 90 80 70 60 50 40 30 20 10 0 82 18 2018 Comparison of results % No 81 81 19 2019 19 2020 National 81% 77% Yes 19% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 63% 97% 74% 82% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (1, 777); CCG 2019 (1, 753); CCG 2018 (1, 749); Practice bases range from 29 to 64; CCG bases range from 390 to 3, 921 36 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 37 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (1, 777); Practice bases range from 29 to 64 GLENRIDDING HEALTH CENTRE SHAP MEDICAL PRACTICE COURT THORN SURGERY WIGTON GROUP MEDICAL PRACTICE Practices LONGTOWN MEDICAL CENTRE SILLOTH GROUP MEDICAL PRACTICE KIRKOSWALD SURGERY THE CROFT SURGERY SEASCALE HEALTH CENTRE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) CALDBECK SURGERY THE LAKES MEDICAL PRACTICE WESTCROFT HOUSE SURGERY TEMPLE SOWERBY MEDICAL PRACTICE SOLWAY HEALTH SERVICES CASTLEGATE AND DERWENT SURGERY SPENCER ST SURGERY APPLEBY MEDICAL PRACTICE MANSION HOUSE SURGERY BRAMPTON MEDICAL PRACTICE OXFORD STREET SURGERY CASTLEHEAD MEDICAL CENTRE EDEN MEDICAL GROUP BEECHWOOD GROUP PRACTICE DISTINGTON SURGERY ASPATRIA MEDICAL GROUP DALSTON MEDICAL GROUP ALSTON MEDICAL PRACTICE CCG CARLISLE HEALTHCARE QUEEN STREET MEDICAL PRACTICE LOWTHER MEDICAL CENTRE ORCHARD HOUSE SURGERY WARWICK ROAD SURGERY UPPER EDEN MEDICAL PRACTICE BIRBECK MEDICAL GROUP MARYPORT HEALTH SERVICES WARWICK SQUARE GROUP PRACTICE FUSEHILL MEDICAL PRACTICE FELLVIEW HEALTHCARE JAMES STREET GROUP PRACT Support with managing long-term conditions, disabilities, or illnesses: 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)? CCG 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

Satisfaction with general practice appointment times 38 © Ipsos MORI 19 -071809 -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 9% 9% 23% Fairly satisfied Neither satisfied nor dissatisfied 17% Fairly dissatisfied 41% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 66 2018 CCG National 65% 63% 65 Satisfied 18 18% 19% Dissatisfied 62 18 Comparison of results 19 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 29% 98% 55% 70% *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 (663, 563); CCG 2020 (3, 984); CCG 2019 (4, 095); CCG 2018 (4, 112); Practice bases range from 74 to 133; CCG bases range from 882 to 9, 127 39 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 40 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (3, 984); Practice bases range from 74 to 133 GLENRIDDING HEALTH CENTRE COURT THORN SURGERY CALDBECK SURGERY SHAP MEDICAL PRACTICE Practices KIRKOSWALD SURGERY BRAMPTON MEDICAL PRACTICE WIGTON GROUP MEDICAL PRACTICE ALSTON MEDICAL PRACTICE SPENCER ST SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available THE LAKES MEDICAL PRACTICE UPPER EDEN MEDICAL PRACTICE THE CROFT SURGERY SILLOTH GROUP MEDICAL PRACTICE LONGTOWN MEDICAL CENTRE WESTCROFT HOUSE SURGERY MANSION HOUSE SURGERY ASPATRIA MEDICAL GROUP DALSTON MEDICAL GROUP TEMPLE SOWERBY MEDICAL PRACTICE CASTLEHEAD MEDICAL CENTRE APPLEBY MEDICAL PRACTICE SEASCALE HEALTH CENTRE WARWICK ROAD SURGERY CCG QUEEN STREET MEDICAL PRACTICE MARYPORT HEALTH SERVICES DISTINGTON SURGERY OXFORD STREET SURGERY BEECHWOOD GROUP PRACTICE EDEN MEDICAL GROUP BIRBECK MEDICAL GROUP ORCHARD HOUSE SURGERY CASTLEGATE AND DERWENT SURGERY FELLVIEW HEALTHCARE FUSEHILL MEDICAL PRACTICE SOLWAY HEALTH SERVICES WARWICK SQUARE GROUP PRACTICE CARLISLE HEALTHCARE JAMES STREET GROUP PRACT LOWTHER 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? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

Services when GP practice is closed • The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 41 © Ipsos MORI 19 -071809 -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? 69% I contacted an NHS service by telephone 62% 32% A healthcare professional called me back A healthcare professional visited me at home 25% 9% 5% 41% 37% I went to A&E 11% 13% I saw a pharmacist I went to another general practice service 3% 8% 14% 16% I went to another NHS service Can't remember 5% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (782) 42 © Ipsos MORI 19 -071809 -01 | Version 1 | Public CCG National

Time taken to receive care or advice when GP practice is closed Q 46. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 28% It was about right It took too long 72% 100 90 80 70 60 50 40 30 20 10 0 72 % Took too long 72 28 2018 28 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 57% 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 (124, 765); CCG 2020 (734); CCG 2019 (787); CCG 2018 (772); CCG bases range from 155 to 1, 655 43 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 72% 63% About right 28% 37% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 8% Yes, definitely 36% 57% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 92 8 2018 CCG % No 92 8 2019 Comparison of results 2020 National 92% 91% Yes 8% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 87% 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 (125, 059); CCG 2020 (747); CCG 2019 (801); CCG 2018 (789); CCG bases range from 159 to 1, 660 44 © Ipsos MORI 19 -071809 -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 9% Very good 4% 10% 37% Fairly good Neither good nor poor Fairly poor 40% Very poor CCG’s results over time 100 90 80 70 60 50 40 30 20 10 0 % Good % Poor 76 77 70 14 14 12 2018 2019 2020 Comparison of results CCG National 77% 67% Good 14% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 61% 80% 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 (128, 756); CCG 2020 (764); CCG 2019 (804); CCG 2018 (791); CCG bases range from 155 to 1, 739 45 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 46 © Ipsos MORI 19 -071809 -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 739, 637 0. 10 0. 15 0. 17 CCG 5, 479 1. 13 1. 73 1. 88 Practice 108 6. 93 10. 20 11. 08 For example, taking a CCG where 5, 479 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. 73 percentage points from that question’s result (i. e. between 28. 27% and 31. 73%). 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 the results for a group are based on smaller numbers i. e. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 47 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Want to know more? 48 © Ipsos MORI 19 -071809 -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. • The survey has been running since 2007 and presents results for all practices in England (where surveys have been completed and returned). 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 31. 7%, based on 739, 637 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. • 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. 49 © Ipsos MORI 19 -071809 -01 | Version 1 | Public c. 2. 3 m Surveys to adults registered with an English GP practice 739, 637 Completed surveys in the 2020 publication 31. 7% 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/2020. • 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. 50 © Ipsos MORI 19 -071809 -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. 51 © Ipsos MORI 19 -071809 -01 | Version 1 | Public