NHS SANDWELL AND WEST BIRMINGHAM CCG Latest survey
NHS SANDWELL AND WEST BIRMINGHAM CCG Latest survey results August 2018 publication Version 1| Public 1 © Ipsos MORI 17 -043177 -06 Version 1 | Public
Contents This slide pack provides results for the following topic areas: Background, introduction and guidance ……………………. . Slide 3 Overall experience of GP practice ………………………………. . Slide 8 Local GP services ………………………………………………. . . Slide 14 Access to online services ……………………………………………. Slide 21 Making an appointment ……………………………………………. Slide 27 Perceptions of care at patients’ last appointment ………………………. Slide 38 Managing health conditions ………………………………………. . . Slide 42 Satisfaction with general practice appointment times …………………………. . Slide 46 Services when GP practice is closed ………………………………… Slide 50 Statistical reliability ………………………………………………. Slide 55 Want to know more? ……………………………………………. . . . Slide 57 2 © Ipsos MORI 17 -043177 -06 Version 1 | Public
Background, introduction and guidance 3 © Ipsos MORI 17 -043177 -06 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 SANDWELL AND WEST BIRMINGHAM CCG. • The data in this slide pack are based on the August 2018 GPPS publication. • In NHS SANDWELL AND WEST BIRMINGHAM CCG, 32, 798 questionnaires were sent out, and 7, 774 were returned completed. This represents a response rate of 24%. • Prior to 2015 these slide packs presented Area Team averages for each CCG. These are no longer included following the integration of Area Teams into the four existing Regional Teams. However, CCGs can still see how their results compare to those of other local CCGs. • The questionnaire has been redeveloped for 2018 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 17 -043177 -06 Version 1 | Public
Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Making appointments - Perceptions of care at appointments • However, 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. - Managing health conditions - Practice opening hours - Services when GP practices are closed • 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. The following slide suggests ideas for how the data can be used to improve services. • - The data is provided once a year rather than in real time. Given the extensive changes to the questionnaire in 2018, this pack does not include trends over time. 5 © Ipsos MORI 17 -043177 -06 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. 6 © Ipsos MORI 17 -043177 -06 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. • All data is taken from the latest / 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 17 -043177 -06 Version 1 | Public * More than 0% but less than 0. 5% 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% 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 17 -043177 -06 Version 1 | Public
Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results 7% Comparison of results Very good 4% Fairly good 35% 14% Neither good nor poor Fairly poor Very poor 40% National 76% 84% Good 11% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 52% 99% 76% 91% %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor Base: All those completing a questionnaire: National (746, 847); CCG (7, 634); Practice bases range from 21 to 133; CCG bases range from 1, 211 to 16, 316 9 © Ipsos MORI CCG 17 -043177 -06 Version 1 | Public
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 76% to 91% 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, 211 to 16, 316 %Good = %Very good + %Fairly good 10 © Ipsos MORI 17 -043177 -06 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 52% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 21 to 133 %Good = %Very good + %Fairly good 11 © Ipsos MORI 17 -043177 -06 Version 1 | Public
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire: National (746, 847); CCG (7, 634); Practice bases range from 21 to 133 12 MALLING HEALTH CENTRE SANDWELL CHURCH VIEW SURGERY PORTWAY FAMILY PRACTICE CCG SUMMERFIELD GROUP PRACTICE BEARWOOD ROAD SURGERY OAKESWELL HEALTH CENTRE BELLEVUE MEDICAL CENTRE CCG Practices CAUSEWAY GREEN ROAD SURGERY DARTMOUTH MEDICAL CENTRE MODALITY ATTWOOD GREEN MODALITY ANN JONES FAMILY HEALTH CENTRE SAREPHED MEDICAL CENTRE Percentage of patients saying ‘good’ WEST BROM P'SHIPS FOR HEALTH NEW STREET SURGERY HALCYON MEDICAL HANDSWORTH MEDICAL PRACT. ST PAUL'S PARTNERSHIP - LYNG MEDICAL DR GUDI PV & PARTNER SWANPOOL MEDICAL CENTRE NORVIC FAMILY PRACTICE CRANKHALL LANE MEDICAL CENTRE STONE CROSS MEDICAL CENTRE HANDSWORTH WOOD MED. CTR. DR PATHAK ND HAMSTEAD ROAD SURGERY ST PAUL'S MEDICAL PRACTICE MARSHALL STREET SURGERY BEARWOOD MEDICAL CENTRE GREAT BARR PRACTICE DR SA AHMED & PARTNERS TOWER HILL PARTNERSHIP HAWES LANE SURGERY KIRPAL MEDICAL PRACTICE HOLYHEAD PRIMARY HEALTH CARE CENTRE HEATHFIELD FAMILY CENTRE LAURIE PIKE HEALTH CENTRE WARLEY ROAD SURGERY THE SMETHWICK MEDICAL CENTRE NEWPORT MEDICAL PRACTICE GREAT BRIDGE P/SHIP FOR HEALTH HAWTHORNS MEDICAL CENTRE VICTORIA ROAD MEDICAL CTR SOHO ROAD PRIMARY CARE CENTRE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire: National (746, 847); CCG (7, 634); Practice bases range from 21 to 133 13 DR DEWAN VK DOG KENNEL LANE SURGERY CHURCH ROAD SURGERY CCG THE HEALTH XCHANGE HADEN VALE SURGERY DR AKHTAR R SUMMERFIELD GP SURG & URGENT CARE CENTRE Practices GLEBEFIELDS SURGERY DR PAL P & PARTNER CITY ROAD MEDICAL CENTRE DR ARORA RK LINKWAY MEDICAL PRACTICE Percentage of patients saying ‘good’ ROOD END MEDICAL PRACTICE DR BHADAURIA BS REGIS MEDICAL CENTRE DR HASSOUNA OJAR BLACK COUNTRY FAMILY PRACTICE ROTTON PARK MEDICAL CENTRE WARLEY MEDICAL CENTRE HORSELEY HEATH SURGERY RAYDOCS NEWTOWN DR UI HAQUE N WALFORD STREET, TIVIDALE OLDBURY HEALTH CENTRE BLOOMSBURY HEALTH CENTRE HOLLY ROAD SURGERY SOHO HEALTH CENTRE FIVE WAYS HEALTH CENTRE MALLING HEALTH GREAT BRIDGE THE SPIRES HEALTH CENTRE DR SINGH M THE VICTORIA SURGERY HOCKLEY MEDICAL PRACTICE HILL TOP MEDICAL CENTRE LODGE ROAD SURGERY PARK HOUSE SURGERY JUBILEE HEALTH CENTRE OLD HILL MEDICAL CENTRE SOHO ROAD HEALTH CENTRE MODALITY ENKI MEDICAL PRACTICE BROADWAY HEALTH CENTRE DR AGARWAL NK & PARTNER THE SLIEVE SURGERY Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good
Local GP services 14 © Ipsos MORI 17 -043177 -06 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 18% Comparison of results Very easy 19% Fairly easy CCG National 58% 70% Easy 42% 30% Not easy Not very easy 24% Not at all easy 39% Practice range in CCG - % Easy Local CCG range - % Easy Lowest Performing Highest Performing 27% 100% 58% 83% *Those who say ‘Haven't tried’ have been excluded from these results. %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (729, 884); CCG (7, 494); Practice bases range from 21 to 137; CCG bases range from 1, 162 to 16, 083 15 © Ipsos MORI 17 -043177 -06 Version 1 | Public
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (729, 884); CCG (7, 494); Practice bases range from 21 to 137 16 WEST BROM P'SHIPS FOR HEALTH HANDSWORTH MEDICAL PRACT. OAKESWELL HEALTH CENTRE CCG HORSELEY HEATH SURGERY LODGE ROAD SURGERY PARK HOUSE SURGERY MALLING HEALTH GREAT BRIDGE BEARWOOD MEDICAL CENTRE Practices HAWES LANE SURGERY THE SPIRES HEALTH CENTRE ST PAUL'S MEDICAL PRACTICE SUMMERFIELD GROUP PRACTICE NORVIC FAMILY PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone WALFORD STREET, TIVIDALE HALCYON MEDICAL CCG SOHO HEALTH CENTRE DR SINGH M PORTWAY FAMILY PRACTICE HOLYHEAD PRIMARY HEALTH CARE CENTRE KIRPAL MEDICAL PRACTICE MODALITY ENKI MEDICAL PRACTICE VICTORIA ROAD MEDICAL CTR JUBILEE HEALTH CENTRE BLACK COUNTRY FAMILY PRACTICE REGIS MEDICAL CENTRE GREAT BRIDGE P/SHIP FOR HEALTH STONE CROSS MEDICAL CENTRE RAYDOCS NEWTOWN GREAT BARR PRACTICE HAWTHORNS MEDICAL CENTRE WARLEY ROAD SURGERY HILL TOP MEDICAL CENTRE DR SA AHMED & PARTNERS SWANPOOL MEDICAL CENTRE TOWER HILL PARTNERSHIP SOHO ROAD PRIMARY CARE CENTRE NEWPORT MEDICAL PRACTICE WARLEY MEDICAL CENTRE BELLEVUE MEDICAL CENTRE LAURIE PIKE HEALTH CENTRE HANDSWORTH WOOD MED. CTR. THE SMETHWICK MEDICAL CENTRE HEATHFIELD FAMILY 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? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to lower numbers of responses %Easy = %Very easy + %Fairly easy
THE VICTORIA SURGERY 0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (729, 884); CCG (7, 494); Practice bases range from 21 to 137 17 DR HASSOUNA OJAR GLEBEFIELDS SURGERY CCG CHURCH ROAD SURGERY HADEN VALE SURGERY CITY ROAD MEDICAL CENTRE OLD HILL MEDICAL CENTRE THE HEALTH XCHANGE Practices ROOD END MEDICAL PRACTICE MODALITY ANN JONES FAMILY HEALTH CENTRE DR DEWAN VK DR AGARWAL NK & PARTNER BEARWOOD ROAD SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone DOG KENNEL LANE SURGERY DR BHADAURIA BS ROTTON PARK MEDICAL CENTRE BLOOMSBURY HEALTH CENTRE CAUSEWAY GREEN ROAD SURGERY CRANKHALL LANE MEDICAL CENTRE DR GUDI PV & PARTNER HOLLY ROAD SURGERY FIVE WAYS HEALTH CENTRE DR AKHTAR R DR ARORA RK LINKWAY MEDICAL PRACTICE DR PAL P & PARTNER ST PAUL'S PARTNERSHIP - LYNG MEDICAL SAREPHED MEDICAL CENTRE DARTMOUTH MEDICAL CENTRE CHURCH VIEW SURGERY HOCKLEY MEDICAL PRACTICE BROADWAY HEALTH CENTRE MARSHALL STREET SURGERY SOHO ROAD HEALTH CENTRE MALLING HEALTH CENTRE SANDWELL DR UI HAQUE N NEW STREET SURGERY HAMSTEAD ROAD SURGERY DR PATHAK ND THE SLIEVE SURGERY OLDBURY HEALTH CENTRE MODALITY ATTWOOD GREEN SUMMERFIELD GP SURG & URGENT CARE 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? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to lower numbers of responses %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 Comparison of results CCG 12% Very helpful 4% Fairly helpful 37% Not very helpful Not at all helpful 46% National 83% 90% Helpful 17% 10% Not helpful Local CCG range - % Helpful Practice range in CCG - % Helpful Lowest Performing Highest Performing 52% 100% 83% 93% *Those who say ‘Don't know’ have been excluded from these results. Base: All those completing a questionnaire excluding ‘Don’t know’: National (738, 543); CCG (7, 594); Practice bases range from 19 to 136; CCG bases range from 1, 185 to 16, 214 %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful 18 © Ipsos MORI 17 -043177 -06 Version 1 | Public
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Don’t know’: National (738, 543); CCG (7, 594); Practice bases range from 19 to 136 19 NEW STREET SURGERY CHURCH VIEW SURGERY MODALITY ENKI MEDICAL PRACTICE CCG THE SPIRES HEALTH CENTRE DR ARORA RK WALFORD STREET, TIVIDALE BEARWOOD MEDICAL CENTRE CRANKHALL LANE MEDICAL CENTRE Practices DR GUDI PV & PARTNER NORVIC FAMILY PRACTICE HANDSWORTH MEDICAL PRACT. BLACK COUNTRY FAMILY PRACTICE STONE CROSS MEDICAL CENTRE Percentage of patients saying receptionists at the GP practice are ‘helpful’ HILL TOP MEDICAL CENTRE PORTWAY FAMILY PRACTICE BELLEVUE MEDICAL CENTRE TOWER HILL PARTNERSHIP CCG SUMMERFIELD GROUP PRACTICE SOHO ROAD PRIMARY CARE CENTRE DR PATHAK ND OAKESWELL HEALTH CENTRE MODALITY ATTWOOD GREEN KIRPAL MEDICAL PRACTICE RAYDOCS NEWTOWN HAMSTEAD ROAD SURGERY GREAT BARR PRACTICE SOHO ROAD HEALTH CENTRE MARSHALL STREET SURGERY GREAT BRIDGE P/SHIP FOR HEALTH HANDSWORTH WOOD MED. CTR. PARK HOUSE SURGERY WEST BROM P'SHIPS FOR HEALTH SWANPOOL MEDICAL CENTRE WARLEY ROAD SURGERY ST PAUL'S MEDICAL PRACTICE LAURIE PIKE HEALTH CENTRE DR SA AHMED & PARTNERS NEWPORT MEDICAL PRACTICE HAWTHORNS MEDICAL CENTRE THE SMETHWICK MEDICAL CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE VICTORIA ROAD MEDICAL CTR HEATHFIELD FAMILY CENTRE 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 average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Helpful = %Very helpful + %Fairly helpful
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding ‘Don’t know’: National (738, 543); CCG (7, 594); Practice bases range from 19 to 136 20 THE HEALTH XCHANGE DR HASSOUNA OJAR CCG HADEN VALE SURGERY CHURCH ROAD SURGERY DOG KENNEL LANE SURGERY GLEBEFIELDS SURGERY CITY ROAD MEDICAL CENTRE Practices DR DEWAN VK DR BHADAURIA BS MODALITY ANN JONES FAMILY HEALTH CENTRE FIVE WAYS HEALTH CENTRE BROADWAY HEALTH CENTRE Percentage of patients saying receptionists at the GP practice are ‘helpful’ SUMMERFIELD GP SURG & URGENT CARE CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL HOLLY ROAD SURGERY MALLING HEALTH CENTRE SANDWELL LINKWAY MEDICAL PRACTICE OLD HILL MEDICAL CENTRE ROTTON PARK MEDICAL CENTRE DR AKHTAR R DR PAL P & PARTNER SAREPHED MEDICAL CENTRE HAWES LANE SURGERY BLOOMSBURY HEALTH CENTRE THE SLIEVE SURGERY DR AGARWAL NK & PARTNER OLDBURY HEALTH CENTRE ROOD END MEDICAL PRACTICE LODGE ROAD SURGERY DARTMOUTH MEDICAL CENTRE SOHO HEALTH CENTRE BEARWOOD ROAD SURGERY HOCKLEY MEDICAL PRACTICE CAUSEWAY GREEN ROAD SURGERY THE VICTORIA SURGERY REGIS MEDICAL CENTRE WARLEY MEDICAL CENTRE HORSELEY HEATH SURGERY HALCYON MEDICAL DR SINGH M DR UI HAQUE N JUBILEE HEALTH CENTRE MALLING HEALTH GREAT BRIDGE 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 average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Helpful = %Very helpful + %Fairly helpful
Access to online services 21 © Ipsos MORI 17 -043177 -06 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 CCG National *% 20 *% 10 0 *% *% Booking appointments online Ordering repeat prescriptions online *% *% *% Accessing my medical records online None of these Don't know Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (735, 717); CCG (7, 511); Practice bases range from 22 to 135 22 © Ipsos MORI 17 -043177 -06 Version 1 | Public
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 None of these Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (742, 492); CCG (7, 583); Practice bases range from 22 to 138 23 © Ipsos MORI 17 -043177 -06 Version 1 | Public
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 Comparison of results Very easy 13% 26% Fairly easy 17% Not very easy Not at all easy 44% CCG National 70% 78% Easy 30% 22% Not easy Local CCG range - % Easy Practice range in CCG - % Easy Lowest Performing Highest Performing 31% 100% 70% 84% *Those who say ‘Haven’t tried’ have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (234, 144); CCG (1, 925); Practice bases range from 10 to 56; CCG bases range from 351 to 4, 764 %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy 24 © Ipsos MORI 17 -043177 -06 Version 1 | Public
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding 'Haven't tried': National (234, 144); CCG (1, 925); Practice bases range from 10 to 56 25 ROOD END MEDICAL PRACTICE DR ARORA RK SUMMERFIELD GP SURG & URGENT CARE CENTRE CCG GREAT BRIDGE P/SHIP FOR HEALTH MODALITY ENKI MEDICAL PRACTICE TOWER HILL PARTNERSHIP HANDSWORTH WOOD MED. CTR. DR PATHAK ND Practices NORVIC FAMILY PRACTICE ROTTON PARK MEDICAL CENTRE DR BHADAURIA BS HADEN VALE SURGERY NEW STREET SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website PARK HOUSE SURGERY PORTWAY FAMILY PRACTICE SOHO ROAD HEALTH CENTRE DR GUDI PV & PARTNER CCG THE SPIRES HEALTH CENTRE NEWPORT MEDICAL PRACTICE GREAT BARR PRACTICE MODALITY ATTWOOD GREEN MODALITY ANN JONES FAMILY HEALTH CENTRE VICTORIA ROAD MEDICAL CTR HAWTHORNS MEDICAL CENTRE WALFORD STREET, TIVIDALE CHURCH VIEW SURGERY DR SA AHMED & PARTNERS BEARWOOD MEDICAL CENTRE SOHO ROAD PRIMARY CARE CENTRE KIRPAL MEDICAL PRACTICE HANDSWORTH MEDICAL PRACT. OLD HILL MEDICAL CENTRE THE SLIEVE SURGERY BELLEVUE MEDICAL CENTRE THE VICTORIA SURGERY THE SMETHWICK MEDICAL CENTRE RAYDOCS NEWTOWN LAURIE PIKE HEALTH CENTRE WARLEY ROAD SURGERY SUMMERFIELD GROUP PRACTICE OAKESWELL HEALTH CENTRE HOCKLEY MEDICAL PRACTICE HEATHFIELD FAMILY CENTRE 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? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Easy = %Very easy + %Fairly easy
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All those completing a questionnaire excluding 'Haven't tried': National (234, 144); CCG (1, 925); Practice bases range from 10 to 56 26 DR HASSOUNA OJAR CITY ROAD MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website DR DEWAN VK HOLLY ROAD SURGERY ST PAUL'S PARTNERSHIP - LYNG MEDICAL DOG KENNEL LANE SURGERY JUBILEE HEALTH CENTRE DR PAL P & PARTNER CAUSEWAY GREEN ROAD SURGERY SWANPOOL MEDICAL CENTRE LODGE ROAD SURGERY OLDBURY HEALTH CENTRE CHURCH ROAD SURGERY FIVE WAYS HEALTH CENTRE SAREPHED MEDICAL CENTRE BLACK COUNTRY FAMILY PRACTICE HILL TOP MEDICAL CENTRE DR SINGH M LINKWAY MEDICAL PRACTICE DARTMOUTH MEDICAL CENTRE MALLING HEALTH CENTRE SANDWELL BROADWAY HEALTH CENTRE REGIS MEDICAL CENTRE WARLEY MEDICAL CENTRE MALLING HEALTH GREAT BRIDGE ST PAUL'S MEDICAL PRACTICE HALCYON MEDICAL BLOOMSBURY HEALTH CENTRE HAMSTEAD ROAD SURGERY HAWES LANE SURGERY HORSELEY HEATH SURGERY DR UI HAQUE N SOHO HEALTH CENTRE 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? Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Easy = %Very easy + %Fairly easy
Making an appointment 27 © Ipsos MORI 17 -043177 -06 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 Yes, a choice of place 11% Yes, a choice of time or day Yes, a choice of healthcare professional Comparison of results CCG National 56% 62% Yes 44% 38% No No 47% 7% No, I was not offered a choice of appointment 44% Local CCG range - % Yes Practice range in CCG - % Yes Lowest Performing Highest Performing 32% 88% 56% 69% *Those who say ‘Doesn’t apply’ or ‘Can’t remember’ have been excluded from these results. The ‘Yes’ options are multi-code and so the summation of the three ‘Yes’ options does not equal the combined ‘Yes’ offered a choice statistic. Base: All tried to make an appointment since being registered excluding ‘Doesn’t apply’ and ‘Can’t remember’: National (586, 602); CCG (5, 897); Practice bases range from 16 to 114; CCG bases range from 953 to 12, 738 28 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = either offered a ‘Choice of place’, a ‘Choice of time or day’ or a ‘Choice of healthcare professional’
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 29 Base: All tried to make an appointment since being registered excluding ‘Doesn’t apply’ and ‘Can’t remember’: National (586, 602); CCG (5, 897); Practice bases range from 16 to 114 OLDBURY HEALTH CENTRE CHURCH VIEW SURGERY REGIS MEDICAL CENTRE CCG WEST BROM P'SHIPS FOR HEALTH OLD HILL MEDICAL CENTRE CCG JUBILEE HEALTH CENTRE HAMSTEAD ROAD SURGERY Practices HANDSWORTH MEDICAL PRACT. HANDSWORTH WOOD MED. CTR. HOCKLEY MEDICAL PRACTICE SWANPOOL MEDICAL CENTRE DR PATHAK ND Percentage of patients saying ‘yes’ they were offered a choice of appointment HAWTHORNS MEDICAL CENTRE ST PAUL'S MEDICAL PRACTICE OAKESWELL HEALTH CENTRE LAURIE PIKE HEALTH CENTRE PORTWAY FAMILY PRACTICE BLACK COUNTRY FAMILY PRACTICE SOHO ROAD HEALTH CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE MALLING HEALTH GREAT BRIDGE WARLEY ROAD SURGERY WALFORD STREET, TIVIDALE CRANKHALL LANE MEDICAL CENTRE DR SINGH M NORVIC FAMILY PRACTICE WARLEY MEDICAL CENTRE TOWER HILL PARTNERSHIP VICTORIA ROAD MEDICAL CTR THE SMETHWICK MEDICAL CENTRE NEWPORT MEDICAL PRACTICE NEW STREET SURGERY SOHO ROAD PRIMARY CARE CENTRE BELLEVUE MEDICAL CENTRE STONE CROSS MEDICAL CENTRE GREAT BRIDGE P/SHIP FOR HEALTH PARK HOUSE SURGERY HAWES LANE SURGERY GREAT BARR PRACTICE DR SA AHMED & PARTNERS MARSHALL STREET SURGERY HEATHFIELD FAMILY CENTRE KIRPAL MEDICAL PRACTICE 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? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Choice of place + %Choice of time or day + %Choice of healthcare professional
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 30 Base: All tried to make an appointment since being registered excluding ‘Doesn’t apply’ and ‘Can’t remember’: National (586, 602); CCG (5, 897); Practice bases range from 16 to 114 CITY ROAD MEDICAL CENTRE THE HEALTH XCHANGE CCG BEARWOOD ROAD SURGERY CHURCH ROAD SURGERY DR HASSOUNA OJAR DR BHADAURIA BS SUMMERFIELD GP SURG & URGENT CARE CENTRE Practices HADEN VALE SURGERY FIVE WAYS HEALTH CENTRE ROOD END MEDICAL PRACTICE MODALITY ATTWOOD GREEN BROADWAY HEALTH CENTRE Percentage of patients saying ‘yes’ they were offered a choice of appointment ST PAUL'S PARTNERSHIP - LYNG MEDICAL DR DEWAN VK DR PAL P & PARTNER GLEBEFIELDS SURGERY HOLLY ROAD SURGERY MODALITY ANN JONES FAMILY HEALTH CENTRE BLOOMSBURY HEALTH CENTRE DOG KENNEL LANE SURGERY SOHO HEALTH CENTRE DR ARORA RK SAREPHED MEDICAL CENTRE DR GUDI PV & PARTNER HALCYON MEDICAL ROTTON PARK MEDICAL CENTRE HILL TOP MEDICAL CENTRE LODGE ROAD SURGERY DR AKHTAR R SUMMERFIELD GROUP PRACTICE DR UI HAQUE N CAUSEWAY GREEN ROAD SURGERY THE SLIEVE SURGERY THE SPIRES HEALTH CENTRE DR AGARWAL NK & PARTNER THE VICTORIA SURGERY BEARWOOD MEDICAL CENTRE DARTMOUTH MEDICAL CENTRE MALLING HEALTH CENTRE SANDWELL LINKWAY MEDICAL PRACTICE HORSELEY HEATH SURGERY RAYDOCS NEWTOWN MODALITY ENKI MEDICAL PRACTICE 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? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Choice of place + %Choice of time or day + %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 9% Comparison of results Yes, and I accepted an appointment No, but I still took an appointment 25% 66% No, and I did not take an appointment National 66% 74% Yes, took appt 25% 20% No, took appt 9% 6% No, didn’t take appt Local CCG range - % Yes Practice range in CCG - % Yes Lowest Performing Highest Performing 38% 97% 66% 83% Base: All tried to make an appointment since being registered: National (701, 961); CCG (7, 113); Practice bases range from 21 to 131; CCG bases range from 1, 135 to 15, 247 31 © Ipsos MORI CCG 17 -043177 -06 Version 1 | Public
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (701, 961); CCG (7, 113); Practice bases range from 21 to 131 32 ST PAUL'S PARTNERSHIP - LYNG MEDICAL DR SINGH M WARLEY MEDICAL CENTRE CCG HOLLY ROAD SURGERY DR UI HAQUE N CRANKHALL LANE MEDICAL CENTRE BLACK COUNTRY FAMILY PRACTICE CCG Practices HOCKLEY MEDICAL PRACTICE HANDSWORTH WOOD MED. CTR. MALLING HEALTH CENTRE SANDWELL DARTMOUTH MEDICAL CENTRE JUBILEE HEALTH CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered OAKESWELL HEALTH CENTRE HANDSWORTH MEDICAL PRACT. THE SPIRES HEALTH CENTRE ROTTON PARK MEDICAL CENTRE SOHO ROAD HEALTH CENTRE PARK HOUSE SURGERY MODALITY ENKI MEDICAL PRACTICE WEST BROM P'SHIPS FOR HEALTH HAWTHORNS MEDICAL CENTRE PORTWAY FAMILY PRACTICE LAURIE PIKE HEALTH CENTRE CHURCH VIEW SURGERY BELLEVUE MEDICAL CENTRE MALLING HEALTH GREAT BRIDGE STONE CROSS MEDICAL CENTRE HAMSTEAD ROAD SURGERY TOWER HILL PARTNERSHIP NEW STREET SURGERY HAWES LANE SURGERY DR PATHAK ND DR SA AHMED & PARTNERS SOHO ROAD PRIMARY CARE CENTRE WARLEY ROAD SURGERY GREAT BARR PRACTICE NEWPORT MEDICAL PRACTICE MARSHALL STREET SURGERY GREAT BRIDGE P/SHIP FOR HEALTH HEATHFIELD FAMILY CENTRE THE SMETHWICK MEDICAL CENTRE VICTORIA ROAD MEDICAL CTR KIRPAL MEDICAL PRACTICE Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (701, 961); CCG (7, 113); Practice bases range from 21 to 131 33 CITY ROAD MEDICAL CENTRE DR HASSOUNA OJAR CCG DR DEWAN VK DR AKHTAR R BEARWOOD ROAD SURGERY DOG KENNEL LANE SURGERY DR BHADAURIA BS Practices DR PAL P & PARTNER SUMMERFIELD GP SURG & URGENT CARE CENTRE THE HEALTH XCHANGE ROOD END MEDICAL PRACTICE OLDBURY HEALTH CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered SAREPHED MEDICAL CENTRE SOHO HEALTH CENTRE DR ARORA RK GLEBEFIELDS SURGERY LINKWAY MEDICAL PRACTICE REGIS MEDICAL CENTRE RAYDOCS NEWTOWN HADEN VALE SURGERY HORSELEY HEATH SURGERY FIVE WAYS HEALTH CENTRE CHURCH ROAD SURGERY BROADWAY HEALTH CENTRE CAUSEWAY GREEN ROAD SURGERY NORVIC FAMILY PRACTICE SWANPOOL MEDICAL CENTRE HILL TOP MEDICAL CENTRE THE VICTORIA SURGERY HALCYON MEDICAL MODALITY ANN JONES FAMILY HEALTH CENTRE LODGE ROAD SURGERY DR AGARWAL NK & PARTNER WALFORD STREET, TIVIDALE ST PAUL'S MEDICAL PRACTICE DR GUDI PV & PARTNER HOLYHEAD PRIMARY HEALTH CARE CENTRE THE SLIEVE SURGERY BEARWOOD MEDICAL CENTRE OLD HILL MEDICAL CENTRE BLOOMSBURY HEALTH CENTRE MODALITY ATTWOOD GREEN SUMMERFIELD GROUP PRACTICE Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
What patients do when they are not satisfied with the appointment offered and do not take it Percentage who went on to do something else when did not take the appointment offered Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% 60% CCG 50% National 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 *% *% Looked for information online *% *% *% Spoke to a Didn’t see or friend or family speak to anyone member 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 (32, 326); CCG (526) 34 © Ipsos MORI 17 -043177 -06 Version 1 | Public
Overall experience of making an appointment Q 22. Overall, how would you describe your experience of making an appointment? CCG’s results 9% 22% 13% Comparison of results Very good Fairly good Neither good nor poor Fairly poor 20% 37% Very poor Practice range in CCG - % Good National 58% 69% Good 22% 15% Poor Local CCG range - % Good Lowest Performing Highest Performing 35% 98% 58% 80% %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor Base: All tried to make an appointment since being registered: National (693, 912); CCG (7, 105); Practice bases range from 20 to 130; CCG bases range from 1, 115 to 15, 073 35 © Ipsos MORI CCG 17 -043177 -06 Version 1 | Public
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (693, 912); CCG (7, 105); Practice bases range from 20 to 130 36 SUMMERFIELD GROUP PRACTICE PARK HOUSE SURGERY DR GUDI PV & PARTNER CCG THE SPIRES HEALTH CENTRE WALFORD STREET, TIVIDALE CRANKHALL LANE MEDICAL CENTRE CCG DR SINGH M Practices BLACK COUNTRY FAMILY PRACTICE NORVIC FAMILY PRACTICE HOLYHEAD PRIMARY HEALTH CARE CENTRE MODALITY ATTWOOD GREEN HILL TOP MEDICAL CENTRE Percentage of patients saying they had a ‘good’ experience of making an appointment JUBILEE HEALTH CENTRE SOHO ROAD HEALTH CENTRE HANDSWORTH WOOD MED. CTR. BEARWOOD MEDICAL CENTRE MALLING HEALTH GREAT BRIDGE BELLEVUE MEDICAL CENTRE RAYDOCS NEWTOWN HAMSTEAD ROAD SURGERY PORTWAY FAMILY PRACTICE VICTORIA ROAD MEDICAL CTR DR PATHAK ND WEST BROM P'SHIPS FOR HEALTH DR SA AHMED & PARTNERS LAURIE PIKE HEALTH CENTRE MARSHALL STREET SURGERY HALCYON MEDICAL SOHO ROAD PRIMARY CARE CENTRE TOWER HILL PARTNERSHIP GREAT BRIDGE P/SHIP FOR HEALTH HAWTHORNS MEDICAL CENTRE WARLEY MEDICAL CENTRE HAWES LANE SURGERY CHURCH VIEW SURGERY GREAT BARR PRACTICE NEW STREET SURGERY KIRPAL MEDICAL PRACTICE STONE CROSS MEDICAL CENTRE THE SMETHWICK MEDICAL CENTRE WARLEY ROAD SURGERY NEWPORT MEDICAL PRACTICE HEATHFIELD FAMILY 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? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public Base: All tried to make an appointment since being registered: National (693, 912); CCG (7, 105); Practice bases range from 20 to 130 37 THE HEALTH XCHANGE CITY ROAD MEDICAL CENTRE CCG HADEN VALE SURGERY DR HASSOUNA OJAR BEARWOOD ROAD SURGERY DR DEWAN VK DR PAL P & PARTNER Practices BLOOMSBURY HEALTH CENTRE DOG KENNEL LANE SURGERY DR BHADAURIA BS SUMMERFIELD GP SURG & URGENT CARE CENTRE DR ARORA RK Percentage of patients saying they had a ‘good’ experience of making an appointment SAREPHED MEDICAL CENTRE BROADWAY HEALTH CENTRE GLEBEFIELDS SURGERY DR AKHTAR R FIVE WAYS HEALTH CENTRE CHURCH ROAD SURGERY LINKWAY MEDICAL PRACTICE ROOD END MEDICAL PRACTICE SOHO HEALTH CENTRE MODALITY ENKI MEDICAL PRACTICE MODALITY ANN JONES FAMILY HEALTH CENTRE OLDBURY HEALTH CENTRE OLD HILL MEDICAL CENTRE ROTTON PARK MEDICAL CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL REGIS MEDICAL CENTRE THE VICTORIA SURGERY HORSELEY HEATH SURGERY HANDSWORTH MEDICAL PRACT. LODGE ROAD SURGERY ST PAUL'S MEDICAL PRACTICE THE SLIEVE SURGERY DR AGARWAL NK & PARTNER MALLING HEALTH CENTRE SANDWELL OAKESWELL HEALTH CENTRE HOLLY ROAD SURGERY CAUSEWAY GREEN ROAD SURGERY DARTMOUTH MEDICAL CENTRE HOCKLEY MEDICAL PRACTICE DR UI HAQUE N SWANPOOL 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? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Good = %Very good + %Fairly good
Perceptions of care at patients’ last appointment 38 © Ipsos MORI 17 -043177 -06 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 % ‘Poor’ (total) 4% 3% 4% CCG results % ‘Poor’ Poor (total) 6% 6% 6% Listening to you Treating you with care and concern 4% 13% 4% 11% 4% 13% 42% 40% 38% 41% 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 *Those who say ‘Doesn’t apply’ have been excluded from these results. Base: All had an appointment since being registered with current GP practice excluding 'Doesn't apply’: National (706, 895; 705, 167; 706, 882); CCG (7, 123; 7, 126; 7, 119) %Poor (total) = %Very poor + %Poor 39 © Ipsos MORI 17 -043177 -06 Version 1 | Public
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% 4% 5% CCG results % ‘No, Poornot (total) at all’ 11% 7% 8% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 11% 7% 8% 33% 38% 59% 55% 38% 52% 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 *Those who say ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’ have been excluded from these results. Base: All had an appointment since being registered with current GP practice excluding 'Doesn't apply’: National (628, 938; 695, 421; 696, 267); CCG (6, 235; 6, 878; 6, 901) 40 © Ipsos MORI 17 -043177 -06 Version 1 | Public Felt their needs were met No, not at all
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 Comparison of results Yes, definitely 19% 46% Yes, to some extent No, not at all 35% Practice range in CCG - % Yes CCG National 81% 87% Yes 19% 13% No No Local CCG range - % Yes Lowest Performing Highest Performing 55% 100% 81% 91% *Those who say ‘I did not have any mental health needs’ or ‘Did not apply to my last appointment’ have been excluded from these results. Base: All had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ or ‘Did not apply to my last appointment’: National (277, 497); CCG (3, 275); Practice bases range from 14 to 57; CCG bases range from 377 to 6, 604 41 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent
Managing health conditions 42 © Ipsos MORI 17 -043177 -06 Version 1 | Public
Support with managing long-term 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 Comparison of results Yes, definitely 26% 35% CCG National 74% 79% Yes 26% 21% No No Yes, to some extent No 39% Local CCG range - % Yes Practice range in CCG - % Yes Lowest Performing Highest Performing 39% 94% 74% 85% *Those who say ‘I haven’t needed support’ and ‘Don’t know / can’t say’ have been excluded from these results. Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (284, 887); CCG (3, 007); Practice bases range from 10 to 66; CCG bases range from 485 to 6, 405 43 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent
0% © Ipsos MORI 17 -043177 -06 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 (284, 887); CCG (3, 007); Practice bases range from 10 to 66 HANDSWORTH MEDICAL PRACT. CCG DR HASSOUNA OJAR REGIS MEDICAL CENTRE CCG CHURCH ROAD SURGERY BLOOMSBURY HEALTH CENTRE CHURCH VIEW SURGERY MODALITY ANN JONES FAMILY HEALTH CENTRE Practices SOHO HEALTH CENTRE WARLEY ROAD SURGERY THE SMETHWICK MEDICAL CENTRE SOHO ROAD HEALTH CENTRE VICTORIA ROAD MEDICAL CTR Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) MALLING HEALTH GREAT BRIDGE LODGE ROAD SURGERY DR ARORA RK HOLLY ROAD SURGERY HILL TOP MEDICAL CENTRE CAUSEWAY GREEN ROAD SURGERY PORTWAY FAMILY PRACTICE WARLEY MEDICAL CENTRE THE SPIRES HEALTH CENTRE DR BHADAURIA BS WEST BROM P'SHIPS FOR HEALTH JUBILEE HEALTH CENTRE NORVIC FAMILY PRACTICE HOCKLEY MEDICAL PRACTICE SOHO ROAD PRIMARY CARE CENTRE LAURIE PIKE HEALTH CENTRE MODALITY ENKI MEDICAL PRACTICE GREAT BRIDGE P/SHIP FOR HEALTH GREAT BARR PRACTICE MALLING HEALTH CENTRE SANDWELL DR UI HAQUE N OLDBURY HEALTH CENTRE HAWTHORNS MEDICAL CENTRE MARSHALL STREET SURGERY KIRPAL MEDICAL PRACTICE DR PATHAK ND DR SA AHMED & PARTNERS HEATHFIELD FAMILY CENTRE SUMMERFIELD GP SURG & URGENT CARE CENTRE FIVE WAYS HEALTH CENTRE SAREPHED MEDICAL CENTRE Support with managing long-term 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)? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Yes, definitely + %Yes, to some extent
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 45 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (284, 887); CCG (3, 007); Practice bases range from 10 to 66 DR PAL P & PARTNER HOLYHEAD PRIMARY HEALTH CARE CENTRE CCG GLEBEFIELDS SURGERY HANDSWORTH WOOD MED. CTR. BROADWAY HEALTH CENTRE HALCYON MEDICAL MODALITY ATTWOOD GREEN Practices ST PAUL'S PARTNERSHIP - LYNG MEDICAL DR GUDI PV & PARTNER RAYDOCS NEWTOWN OLD HILL MEDICAL CENTRE SWANPOOL MEDICAL CENTRE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) PARK HOUSE SURGERY ST PAUL'S MEDICAL PRACTICE DR AGARWAL NK & PARTNER WALFORD STREET, TIVIDALE HADEN VALE SURGERY STONE CROSS MEDICAL CENTRE HORSELEY HEATH SURGERY BEARWOOD MEDICAL CENTRE LINKWAY MEDICAL PRACTICE SUMMERFIELD GROUP PRACTICE DOG KENNEL LANE SURGERY THE VICTORIA SURGERY DR AKHTAR R CITY ROAD MEDICAL CENTRE DR DEWAN VK BELLEVUE MEDICAL CENTRE ROTTON PARK MEDICAL CENTRE DARTMOUTH MEDICAL CENTRE NEW STREET SURGERY BLACK COUNTRY FAMILY PRACTICE NEWPORT MEDICAL PRACTICE THE SLIEVE SURGERY TOWER HILL PARTNERSHIP DR SINGH M HAWES LANE SURGERY BEARWOOD ROAD SURGERY ROOD END MEDICAL PRACTICE CRANKHALL LANE MEDICAL CENTRE THE HEALTH XCHANGE OAKESWELL HEALTH CENTRE HAMSTEAD ROAD SURGERY Support with managing long-term 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)? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Yes = %Yes, definitely + %Yes, to some extent
Satisfaction with general practice appointment times 46 © Ipsos MORI 17 -043177 -06 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 Comparison of results Very satisfied 11% 22% 10% Fairly satisfied Neither satisfied nor dissatisfied 17% Fairly dissatisfied 41% Very dissatisfied Practice range in CCG - % Satisfied CCG National 62% 66% Satisfied 21% 17% Dissatisfied Local CCG range - % Satisfied Lowest Performing Highest Performing 36% 100% 62% 75% *Those who say ‘I’m not sure when I can get an appointment’ have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (689, 659); CCG (7, 008); Practice bases range from 18 to 121; CCG bases range from 1, 101 to 15, 015 47 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 48 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (689, 659); CCG (7, 008); Practice bases range from 18 to 121 RAYDOCS NEWTOWN CCG MALLING HEALTH CENTRE SANDWELL CCG PORTWAY FAMILY PRACTICE CRANKHALL LANE MEDICAL CENTRE HOLLY ROAD SURGERY MALLING HEALTH GREAT BRIDGE MARSHALL STREET SURGERY Practices DR UI HAQUE N NORVIC FAMILY PRACTICE HANDSWORTH MEDICAL PRACT. HILL TOP MEDICAL CENTRE PARK HOUSE SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available HOLYHEAD PRIMARY HEALTH CARE CENTRE DR SA AHMED & PARTNERS HAMSTEAD ROAD SURGERY CHURCH VIEW SURGERY JUBILEE HEALTH CENTRE HALCYON MEDICAL DR PATHAK ND BEARWOOD MEDICAL CENTRE SWANPOOL MEDICAL CENTRE BELLEVUE MEDICAL CENTRE WEST BROM P'SHIPS FOR HEALTH BLACK COUNTRY FAMILY PRACTICE OAKESWELL HEALTH CENTRE THE SPIRES HEALTH CENTRE WARLEY MEDICAL CENTRE LAURIE PIKE HEALTH CENTRE NEW STREET SURGERY VICTORIA ROAD MEDICAL CTR GREAT BRIDGE P/SHIP FOR HEALTH WARLEY ROAD SURGERY WALFORD STREET, TIVIDALE HAWTHORNS MEDICAL CENTRE STONE CROSS MEDICAL CENTRE SOHO ROAD PRIMARY CARE CENTRE TOWER HILL PARTNERSHIP HEATHFIELD FAMILY CENTRE HAWES LANE SURGERY NEWPORT MEDICAL PRACTICE THE SMETHWICK MEDICAL CENTRE GREAT BARR PRACTICE KIRPAL MEDICAL PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %Satisfied = %Very satisfied + %Fairly satisfied
0% © Ipsos MORI 17 -043177 -06 Version 1 | Public 49 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (689, 659); CCG (7, 008); Practice bases range from 18 to 121 THE HEALTH XCHANGE CITY ROAD MEDICAL CENTRE CCG DOG KENNEL LANE SURGERY FIVE WAYS HEALTH CENTRE DR ARORA RK HADEN VALE SURGERY DR HASSOUNA OJAR Practices DR AKHTAR R DR PAL P & PARTNER BEARWOOD ROAD SURGERY DR DEWAN VK BLOOMSBURY HEALTH CENTRE Percentage of patients saying they are ‘satisfied’ with the appointment times available OLDBURY HEALTH CENTRE SUMMERFIELD GP SURG & URGENT CARE CENTRE GLEBEFIELDS SURGERY SUMMERFIELD GROUP PRACTICE ROOD END MEDICAL PRACTICE DR BHADAURIA BS THE VICTORIA SURGERY SOHO HEALTH CENTRE BROADWAY HEALTH CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL HOCKLEY MEDICAL PRACTICE MODALITY ATTWOOD GREEN LINKWAY MEDICAL PRACTICE HORSELEY HEATH SURGERY DR AGARWAL NK & PARTNER REGIS MEDICAL CENTRE ROTTON PARK MEDICAL CENTRE OLD HILL MEDICAL CENTRE CHURCH ROAD SURGERY THE SLIEVE SURGERY SAREPHED MEDICAL CENTRE SOHO ROAD HEALTH CENTRE HANDSWORTH WOOD MED. CTR. LODGE ROAD SURGERY DR SINGH M CAUSEWAY GREEN ROAD SURGERY MODALITY ENKI MEDICAL PRACTICE MODALITY ANN JONES FAMILY HEALTH CENTRE DARTMOUTH MEDICAL CENTRE DR GUDI PV & PARTNER ST PAUL'S MEDICAL PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses %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 17 -043177 -06 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 62% 19% A healthcare professional called me back A healthcare professional visited me at home 25% 3% 5% 38% 36% I went to A&E 15% 12% I saw a pharmacist 21% 18% I went to another general practice service I went to another NHS service Can't remember 7% 5% 8% 8% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (138, 025); CCG (1, 652) 51 © Ipsos MORI 17 -043177 -06 Version 1 | Public CCG 51% 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 Comparison of results It was about right 45% 55% Lowest Performing Highest Performing 55% 73% *Those who say ‘Don’t know / doesn’t apply’ have been excluded from these results. Base: All those who have contacted an NHS service when GP practice closed in past 12 months excluding ‘Don’t know / doesn’t apply’: National (129, 429); CCG (1, 536); CCG bases range from 188 to 3, 236 52 17 -043177 -06 Version 1 | Public National 55% 65% About right 45% 35% Took too long It took too long Local CCG range – % About right © Ipsos MORI CCG
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 8% Comparison of results Yes, definitely 39% Yes, to some extent No, not at all 53% CCG National 92% 91% Yes 8% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 90% 95% *Those who say ‘Don’t know / can’t say’ have been excluded from these results. Base: All those who have contacted an NHS service when GP practice closed in past 12 months excluding 'Don't know / can't say’: National (132, 710); CCG (1, 577); CCG bases range from 194 to 3, 354 53 © Ipsos MORI 17 -043177 -06 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 Comparison of results Very good 10% 7% 23% Fairly good National 64% 69% Good 17% 15% Poor Neither good nor poor Fairly poor Very poor 19% CCG Don't know/can't say 41% Local CCG range - % Good Lowest Performing Highest Performing 61% 75% *Those who say ‘Don’t know / can’t say’ have been excluded from these results. Base: All those who have contacted an NHS service when GP practice closed in past 12 months excluding 'Don't know / can't say: National (133, 444); CCG (1, 593); CCG bases range from 192 to 3, 400 54 © Ipsos MORI 17 -043177 -06 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor
Statistical reliability 55 © Ipsos MORI 17 -043177 -06 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 Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 758, 165 0. 09 0. 15 0. 16 CCG 4, 000 1. 32 2. 02 2. 20 Practice 100 6. 93 10. 21 11. 08 For example, taking a CCG where 4, 000 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-2. 02 percentage points from that question’s result (i. e. between 27. 98% and 32. 02%). 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 17 -043177 -06 Version 1 | Public
Want to know more? 57 © Ipsos MORI 17 -043177 -06 Version 1 | Public
Further background information about the survey • The survey was sent to c. 2. 2 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. 2 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 34. 1%, based on 758, 165 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 August 2018 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. 34. 1% 58 © Ipsos MORI 17 -043177 -06 Version 1 | Public 758, 165 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 the 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 • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/faq 59 © Ipsos MORI 17 -043177 -06 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 17 -043177 -06 Version 1 | Public
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