NHS Sandwell and West Birmingham CCG Latest survey

NHS Sandwell and West Birmingham CCG Latest survey results July 2017 publication Version 1| Public 1 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Contents This slide pack provides results for the following topic areas: Background, introduction and guidance. …. ……………………………………. Slide 3 Overall experience of GP surgeries………………. . . ………………………. Slide 8 Access to GP services………. . ………………………………………. …… Slide 15 Making an appointment……………………………………………… Slide 26 Waiting times at the GP surgery. …. …………………………………………. . Slide 44 Perceptions of care at patients’ last GP appointment…………………………………. . Slide 49 Perceptions of care at patients’ last nurse appointment………………………… Slide 55 Satisfaction with the practice’s opening hours. …………………………………. ……… Slide 61 Out-of-hours services. ……………………………………………. . . ……… Slide 66 Statistical reliability. . ……………………………………………………. Slide 71 Want to know more? ……………………………………………………. . Slide 73 2 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 15 -080216 -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: //gppatient. 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 July 2017 GPPS publication. In contrast to previous years when the survey was carried out across two waves, the GPPS now consists of a single wave of fieldwork carried out annually, from January 2017 to March 2017. However, the sample size has remained similar, continuing to provide practice-level data. • In NHS Sandwell and West Birmingham CCG, 35, 211 questionnaires were sent out, and 9, 114 were returned completed. This represents a response rate of 26%. • 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 can be found here: https: //gp-patient. co. uk/surveys-and-reports. Note the numbering may change each publication due to the addition or removal of questions. 4 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Making appointments - Waiting times • However, given the consistency of the survey across organisations and over time, GPPS can be used as one element of evidence. • It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys. • This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. - Perceptions of care at appointments - Practice opening hours - Out-of-hours services • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations and over time. • The survey has limitations: - Sample sizes at practice level are relatively small. - The data are provided once a year rather than in real time. The survey does not include qualitative data which limits the detail provided by the results. 5 © Ipsos MORI 15 -080216 -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. • Analysing trends in a CCG’s results over time: this provides a sense of the direction of the CCG’s performance over time. The CCG may wish to focus on areas that have seen declines over time. • 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 15 -080216 -01 Version 1 | Public

Interpreting the results • • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • - All comparisons are indicative only. Differences may not be statistically significant – particularly when comparing practices due to low numbers of responses. For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. Maps: - CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. Trends: • Latest / July 2017: refers to the July 2017 publication (fieldwork January to March 2017). July 2016: refers to the July 2016 publication (fieldwork July to September 2015 and January to March 2016). 15 -080216 -01 Version 1 | Public 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. - July 2015: refers to the July 2015 publication (fieldwork July to September 2014 and January to March 2015). - July 2014: refers to the July 2014 publication (fieldwork July to September 2013 and January to March 2014). - June 2013: Refers to the June 2013 publication (fieldwork July to September 100% Where results do not sum to 2012 and January to March 2013). For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI * More than 0% but less than 0. 5% 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.

Overall experience of GP surgeries 8 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience of GP surgery Q 28. Overall, how would you describe your experience of your GP surgery? CCG’s results over time % Good % Poor 90 80 70 78 79 77 75 Very good 6% 3% 100 14% 77 Fairly good 33% Neither good nor poor 60 50 Fairly poor 40 30 20 10 0 Comparison of results 8 June 2013 10 9 8 July 2014 July 2015 July 2016 Very poor 44% 8 National 77% 85% Good 8% 5% Poor July 2017 Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 44% 98% 77% 91% Base: All those completing a questionnaire: National (794, 704); CCG 2017 (8, 941); CCG 2016 (9, 445); CCG 2015 (9, 065); CCG 2014 (9, 631); CCG 2013 (10, 531); Practice bases range from 15 to 131; CCG bases range from 1, 269 to 8, 941 9 © Ipsos MORI CCG 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other local CCGs Q 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 77% to 91% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 1, 269 to 8, 941 %Good = %Very good + %Fairly good 10 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 44% to 98% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 15 to 131 %Good = %Very good + %Fairly good 11 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 12 Base: All those completing a questionnaire: National (794, 704); CCG (8, 941); Practice bases range from 15 to 131 WALFORD STREET, TIVIDALE SUMMERFIELD PCC - DR SALIM VITALITY ENKI MEDICAL PRACTICE CCG BROADWAY HEALTH CENTRE ST PAUL'S MEDICAL PRACTICE CRANKHALL LANE MEDICAL CENTRE BLACK COUNTRY FAMILY PRACTICE MARSHALL STREET SURGERY CHURCH VIEW SURGERY OLDBURY HEALTH CENTRE STONE CROSS MEDICAL CENTRE CCG SOHO ROAD HEALTH CENTRE SOHO ROAD PRIMARY CARE CENTRE BURBURY MEDICAL CENTRE MODALITY ANN JONES FAMILY HEALTH CENTRE Practices JUBILEE HEALTH CENTRE DR SA AHMED & PARTNERS SOHO HEALTH CENTRE CAUSEWAY GREEN ROAD SURGERY DARTMOUTH MEDICAL CENTRE Percentage of patients saying good GREAT BARR PRACTICE OAKESWELL HEALTH CENTRE OAKHAM SURGERY AL-SHAFA MEDICAL CENTRE SAREPHED MEDICAL CENTRE KIRPAL MEDICAL PRACTICE DR AGARWAL NK & PARTNER NORVIC FAMILY PRACTICE BEARWOOD ROAD SURGERY HAWES LANE SURGERY SWANPOOL MEDICAL CENTRE CAVENDISH MEDICAL PRACTICE FINCH ROAD PRIMARY CARE CENTRE VICTORIA ROAD MEDICAL CTR GREAT BRIDGE P/SHIP FOR HEALTH MALLING HEALTH GREAT BRIDGE NEWPORT MEDICAL PRACTICE THE SMETHWICK MEDICAL CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE HEATHFIELD FAMILY CENTRE HAWTHORNS MEDICAL CENTRE ASTON PRIDE FRANCHISE YEW TREE SURGERY Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? 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 15 -080216 -01 Version 1 | Public 13 Base: All those completing a questionnaire: National (794, 704); CCG (8, 941); Practice bases range from 15 to 131 THE VICTORIA SURGERY HADEN VALE SURGERY DR AKHTAR R DR BHADAURIA BS THE SLIEVE SURGERY PORTWAY FAMILY PRACTICE CARTERS GREEN MEDICAL CENTRE REGIS MEDICAL CENTRE HOCKLEY MEDICAL PRACTICE CITY HEALTH CENTRE CITY ROAD MEDICAL CENTRE CCG RAYDOCS NEWTOWN HAMSTEAD ROAD SURGERY WEST BROM P'SHIPS FOR HEALTH BEARWOOD MEDICAL CENTRE NEW STREET SURGERY Practices OLD HILL MEDICAL CENTRE BLOOMSBURY HEALTH CENTRE DR PATHAK ND WARLEY MEDICAL CENTRE HORSELEY HEATH SURGERY Percentage of patients saying good CROMPTON ROAD SURGERY LODGE ROAD SURGERY DR SINGH M ROTTON PARK MEDICAL CENTRE MODALITY ST JAMES HOLLY ROAD SURGERY THE HYMAN PRACTICE TOWER HILL PARTNERSHIP SUMMERFIELD GP SURG & URGENT CARE CENTRE HILL TOP MEDICAL CENTRE WARLEY ROAD SURGERY ST PAUL'S PARTNERSHIP - LYNG MEDICAL HANDSWORTH MEDICAL PRACT. LAURIE PIKE HEALTH CENTRE DR UI HAQUE N WHITEHEATH MEDICAL CENTRE DR GUDI PV & PARTNER FIVE WAYS HEALTH CENTRE HANDSWORTH WOOD MED. CTR. MALLING HEALTH CENTRE SANDWELL THE HEALTH XCHANGE SUMMERFIELD GROUP PRACTICE THE SPIRES HEALTH CENTRE Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? 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

Overall experience: how the CCG’s practices compare Q 28. Overall, how would you describe your experience of your GP surgery? Practices Percentage of patients saying good CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% GLEBEFIELDS SURGERY CHURCH ROAD SURGERY DR DEWAN VK DOG KENNEL LANE SURGERY DR PAL P & PARTNER DR ARORA RK LINKWAY MEDICAL PRACTICE HALCYON MEDICAL SHANKLIN HOUSE SURGERY QUESLETT MEDICAL CENTRE SUMMERFIELD PCC - DR KULSHRESTHA ROOD END MEDICAL PRACTICE DR HASSOUNA OJAR 0% PARK HOUSE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (794, 704); CCG (8, 941); Practice bases range from 15 to 131 14 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good

Access to GP services 15 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Ease of getting through to GP surgery on the phone Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? CCG’s results over time % Easy CCG % Not easy 4% 100 14% 90 Very easy 19% Fairly easy 80 70 60 67 66 61 50 40 30 20 Comparison of results 29 35 30 58 38 38 Not at all easy 24% Haven't tried 39% 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Easy 68% Easy 38% 28% Not easy Local CCG range - % Easy Lowest Performing Highest Performing 21% 100% 57% 79% Base: All those completing a questionnaire: National (804, 177); CCG 2017 (9, 058); CCG 2016 (9, 597); CCG 2015 (9, 252); CCG 2014 (9, 806); CCG 2013 (10, 773); Practice bases range from 16 to 132; CCG bases range from 1, 285 to 9, 058 16 © Ipsos MORI 58% Not very easy 58 15 -080216 -01 Version 1 | Public National %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 17 Base: All those completing a questionnaire: National (804, 177); CCG (9, 058); Practice bases range from 16 to 132 SUMMERFIELD GP SURG & URGENT CARE CENTRE STONE CROSS MEDICAL CENTRE THE HYMAN PRACTICE KIRPAL MEDICAL PRACTICE DR SINGH M SOHO ROAD PRIMARY CARE CENTRE THE SLIEVE SURGERY CCG SAREPHED MEDICAL CENTRE CCG HORSELEY HEATH SURGERY WARLEY ROAD SURGERY LODGE ROAD SURGERY OLDBURY HEALTH CENTRE CARTERS GREEN MEDICAL CENTRE Practices NORVIC FAMILY PRACTICE SUMMERFIELD GROUP PRACTICE SOHO HEALTH CENTRE GREAT BARR PRACTICE RAYDOCS NEWTOWN HANDSWORTH WOOD MED. CTR. HAWES LANE SURGERY BURBURY MEDICAL CENTRE MALLING HEALTH GREAT BRIDGE HAWTHORNS MEDICAL CENTRE OAKESWELL HEALTH CENTRE LAURIE PIKE HEALTH CENTRE CAVENDISH MEDICAL PRACTICE VITALITY ENKI MEDICAL PRACTICE TOWER HILL PARTNERSHIP AL-SHAFA MEDICAL CENTRE HILL TOP MEDICAL CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE GREAT BRIDGE P/SHIP FOR HEALTH BLACK COUNTRY FAMILY PRACTICE SWANPOOL MEDICAL CENTRE WARLEY MEDICAL CENTRE DR SA AHMED & PARTNERS YEW TREE SURGERY THE SMETHWICK MEDICAL CENTRE NEWPORT MEDICAL PRACTICE VICTORIA ROAD MEDICAL CTR FINCH ROAD PRIMARY CARE CENTRE ASTON PRIDE FRANCHISE HEATHFIELD FAMILY CENTRE Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? National average 100% Percentage of patients saying it is ‘easy’ to get through to someone on the phone 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 15 -080216 -01 Version 1 | Public 18 Base: All those completing a questionnaire: National (804, 177); CCG (9, 058); Practice bases range from 16 to 132 SUMMERFIELD PCC - DR KULSHRESTHA CITY ROAD MEDICAL CENTRE BEARWOOD ROAD SURGERY ROTTON PARK MEDICAL CENTRE DR AGARWAL NK & PARTNER DR PAL P & PARTNER CITY HEALTH CENTRE FIVE WAYS HEALTH CENTRE HAMSTEAD ROAD SURGERY CCG DR AKHTAR R MODALITY ST JAMES THE VICTORIA SURGERY NEW STREET SURGERY CHURCH VIEW SURGERY Practices MODALITY ANN JONES FAMILY HEALTH CENTRE DR PATHAK ND HOLLY ROAD SURGERY HOCKLEY MEDICAL PRACTICE BLOOMSBURY HEALTH CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL CAUSEWAY GREEN ROAD SURGERY SUMMERFIELD PCC - DR SALIM HANDSWORTH MEDICAL PRACT. THE SPIRES HEALTH CENTRE BEARWOOD MEDICAL CENTRE CROMPTON ROAD SURGERY MARSHALL STREET SURGERY WHITEHEATH MEDICAL CENTRE BROADWAY HEALTH CENTRE LINKWAY MEDICAL PRACTICE OAKHAM SURGERY SHANKLIN HOUSE SURGERY SOHO ROAD HEALTH CENTRE PARK HOUSE SURGERY DARTMOUTH MEDICAL CENTRE DR UI HAQUE N WEST BROM P'SHIPS FOR HEALTH ST PAUL'S MEDICAL PRACTICE PORTWAY FAMILY PRACTICE REGIS MEDICAL CENTRE WALFORD STREET, TIVIDALE MALLING HEALTH CENTRE SANDWELL JUBILEE HEALTH CENTRE HALCYON MEDICAL Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? National average 100% Percentage of patients saying it is ‘easy’ to get through to someone on the phone 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

Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Q 3. Generally, how easy is it to get through to someone at your GP surgery on the phone? Practices CCG National average Percentage of patients saying it is ‘easy’ to get through to someone on the phone 100% 90% 80% 70% 60% 50% 40% 30% 20% THE HEALTH XCHANGE DR HASSOUNA OJAR GLEBEFIELDS SURGERY ROOD END MEDICAL PRACTICE OLD HILL MEDICAL CENTRE DOG KENNEL LANE SURGERY DR DEWAN VK DR BHADAURIA BS QUESLETT MEDICAL CENTRE DR ARORA RK HADEN VALE SURGERY DR GUDI PV & PARTNER CRANKHALL LANE MEDICAL CENTRE 0% CHURCH ROAD SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (804, 177); CCG (9, 058); Practice bases range from 16 to 132 19 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP surgery Q 4. How helpful do you find the receptionists at your GP surgery? CCG’s results over time % Helpful CCG % Not helpful 100 90 80 Very helpful 5% 3% 83 84 Comparison of results 82 82 81 11% Fairly helpful 36% 70 Not very helpful 60 National 82% 87% Helpful 50 Not at all helpful 40 30 20 10 14 16 15 17 16 Don't know 45% 0 June 2013 July 2014 July 2015 July 2016 July 2017 11% Not helpful Local CCG range - % Helpful Practice range in CCG - % Helpful Lowest Performing Highest Performing 55% 100% 82% 91% Base: All those completing a questionnaire: National (803, 718); CCG 2017 (9, 059); CCG 2016 (9, 592); CCG 2015 (9, 257); CCG 2014 (9, 794); CCG 2013 (10, 756); Practice bases range from 16 to 133; CCG bases range from 1, 282 to 9, 059 20 © Ipsos MORI 16% 15 -080216 -01 Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 21 Base: All those completing a questionnaire: National (803, 718); CCG (9, 059); Practice bases range from 16 to 133 THE HYMAN PRACTICE THE SLIEVE SURGERY CCG BROADWAY HEALTH CENTRE DR SINGH M NORVIC FAMILY PRACTICE OAKESWELL HEALTH CENTRE SUMMERFIELD GROUP PRACTICE DR PATHAK ND PARK HOUSE SURGERY JUBILEE HEALTH CENTRE CCG HORSELEY HEATH SURGERY CROMPTON ROAD SURGERY LAURIE PIKE HEALTH CENTRE TOWER HILL PARTNERSHIP MALLING HEALTH GREAT BRIDGE Practices DARTMOUTH MEDICAL CENTRE OLDBURY HEALTH CENTRE VITALITY ENKI MEDICAL PRACTICE LODGE ROAD SURGERY WEST BROM P'SHIPS FOR HEALTH RAYDOCS NEWTOWN SUMMERFIELD GP SURG & URGENT CARE CENTRE GREAT BRIDGE P/SHIP FOR HEALTH GREAT BARR PRACTICE WARLEY ROAD SURGERY YEW TREE SURGERY THE SMETHWICK MEDICAL CENTRE DR SA AHMED & PARTNERS SOHO ROAD HEALTH CENTRE KIRPAL MEDICAL PRACTICE BLACK COUNTRY FAMILY PRACTICE MARSHALL STREET SURGERY BURBURY MEDICAL CENTRE AL-SHAFA MEDICAL CENTRE CAVENDISH MEDICAL PRACTICE SWANPOOL MEDICAL CENTRE HAWTHORNS MEDICAL CENTRE NEWPORT MEDICAL PRACTICE HEATHFIELD FAMILY CENTRE VICTORIA ROAD MEDICAL CTR ASTON PRIDE FRANCHISE HOLYHEAD PRIMARY HEALTH CARE CENTRE FINCH ROAD PRIMARY CARE CENTRE Helpfulness of receptionists at GP surgery: how the CCG’s practices compare Q 4. How helpful do you find the receptionists at your GP surgery? National average 100% Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 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

WARLEY MEDICAL CENTRE 0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 22 Base: All those completing a questionnaire: National (803, 718); CCG (9, 059); Practice bases range from 16 to 133 HADEN VALE SURGERY QUESLETT MEDICAL CENTRE THE VICTORIA SURGERY LINKWAY MEDICAL PRACTICE NEW STREET SURGERY HAWES LANE SURGERY DR AKHTAR R STONE CROSS MEDICAL CENTRE HAMSTEAD ROAD SURGERY CRANKHALL LANE MEDICAL CENTRE DR PAL P & PARTNER CCG SHANKLIN HOUSE SURGERY MODALITY ST JAMES WHITEHEATH MEDICAL CENTRE SOHO ROAD PRIMARY CARE CENTRE HANDSWORTH MEDICAL PRACT. Practices HOCKLEY MEDICAL PRACTICE BLOOMSBURY HEALTH CENTRE HILL TOP MEDICAL CENTRE DR BHADAURIA BS BEARWOOD MEDICAL CENTRE PORTWAY FAMILY PRACTICE DR GUDI PV & PARTNER OAKHAM SURGERY FIVE WAYS HEALTH CENTRE MALLING HEALTH CENTRE SANDWELL SOHO HEALTH CENTRE CHURCH VIEW SURGERY BEARWOOD ROAD SURGERY HOLLY ROAD SURGERY MODALITY ANN JONES FAMILY HEALTH CENTRE HANDSWORTH WOOD MED. CTR. CAUSEWAY GREEN ROAD SURGERY SAREPHED MEDICAL CENTRE ST PAUL'S MEDICAL PRACTICE CARTERS GREEN MEDICAL CENTRE ROTTON PARK MEDICAL CENTRE DR AGARWAL NK & PARTNER WALFORD STREET, TIVIDALE REGIS MEDICAL CENTRE CITY HEALTH CENTRE THE SPIRES HEALTH CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL Helpfulness of receptionists at GP surgery: how the CCG’s practices compare Q 4. How helpful do you find the receptionists at your GP surgery? National average 100% Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 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

Helpfulness of receptionists at GP surgery: how the CCG’s practices compare Q 4. How helpful do you find the receptionists at your GP surgery? Practices CCG National average Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 100% 90% 80% 70% 60% 50% 40% 30% 20% THE HEALTH XCHANGE CHURCH ROAD SURGERY OLD HILL MEDICAL CENTRE HALCYON MEDICAL ROOD END MEDICAL PRACTICE DR DEWAN VK DOG KENNEL LANE SURGERY DR HASSOUNA OJAR CITY ROAD MEDICAL CENTRE SUMMERFIELD PCC - DR SALIM DR ARORA RK GLEBEFIELDS SURGERY DR UI HAQUE N 0% SUMMERFIELD PCC - DR KULSHRESTHA 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (803, 718); CCG (9, 059); Practice bases range from 16 to 133 23 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

Awareness of online services Percentage aware of online services offered by GP surgery Q 6. As far as you know, which of the following online services does your GP surgery offer? 100 90 80 70 60 *% *% 50 CCG *% 40 30 *% National *% *% 20 10 0 Practice range within CCG *% *% 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 (782, 347); CCG (8, 760); Practice bases range from 15 to 127 24 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Online service use Percentage used online services in past 6 months Q 7. And in the past 6 months, which of the following online services have you used at your GP surgery? 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 (786, 183); CCG (8, 831); Practice bases range from 14 to 129 25 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Making an appointment 26 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Success in getting an appointment Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? CCG’s results CCG's results over time % Yes % No 100 70 Yes 7% 90 80 78 78 77 76 75 17% 50 40 17% 30 10 17 18 17 19 59% No 17 Can't remember 0 June 2013 July 2014 July 2015 July 2016 National 76% 84% Yes 17% 11% No No July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 53% 94% 76% 91% Base: All those completing a questionnaire: National (772, 293); CCG 2017 (8, 609); CCG 2016 (9, 116); CCG 2015 (8, 876); CCG 2014 (9, 287); CCG 2013 (10, 330); Practice bases range from 16 to 123; CCG bases range from 1, 230 to 8, 609 27 © Ipsos MORI CCG Yes, but I had to call back closer to or on the day 60 20 Comparison of results 15 -080216 -01 Version 1 | Public %Yes = %Yes + %Yes, but I had to call back closer to or on the day

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 28 Base: All those completing a questionnaire: National (772, 293); CCG (8, 609); Practice bases range from 16 to 123 THE SPIRES HEALTH CENTRE WARLEY ROAD SURGERY LODGE ROAD SURGERY WARLEY MEDICAL CENTRE CHURCH ROAD SURGERY MODALITY ST JAMES HANDSWORTH WOOD MED. CTR. CRANKHALL LANE MEDICAL CENTRE GREAT BARR PRACTICE NORVIC FAMILY PRACTICE DR SA AHMED & PARTNERS CCG BLOOMSBURY HEALTH CENTRE CAUSEWAY GREEN ROAD SURGERY CARTERS GREEN MEDICAL CENTRE SWANPOOL MEDICAL CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE Practices WALFORD STREET, TIVIDALE SAREPHED MEDICAL CENTRE OLDBURY HEALTH CENTRE VITALITY ENKI MEDICAL PRACTICE SUMMERFIELD GP SURG & URGENT CARE CENTRE ASTON PRIDE FRANCHISE SUMMERFIELD GROUP PRACTICE HEATHFIELD FAMILY CENTRE DR PATHAK ND MARSHALL STREET SURGERY HAWTHORNS MEDICAL CENTRE DR GUDI PV & PARTNER BLACK COUNTRY FAMILY PRACTICE TOWER HILL PARTNERSHIP THE SMETHWICK MEDICAL CENTRE AL-SHAFA MEDICAL CENTRE MALLING HEALTH GREAT BRIDGE CAVENDISH MEDICAL PRACTICE NEWPORT MEDICAL PRACTICE WEST BROM P'SHIPS FOR HEALTH ST PAUL'S PARTNERSHIP - LYNG MEDICAL THE HEALTH XCHANGE HAWES LANE SURGERY BURBURY MEDICAL CENTRE YEW TREE SURGERY VICTORIA ROAD MEDICAL CTR FINCH ROAD PRIMARY CARE CENTRE GREAT BRIDGE P/SHIP FOR HEALTH Success in getting an appointment: how the CCG’s practices compare Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? National average 100% Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 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 + %Yes, but I had to call back closer to or on the day

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 29 Base: All those completing a questionnaire: National (772, 293); CCG (8, 609); Practice bases range from 16 to 123 LINKWAY MEDICAL PRACTICE WHITEHEATH MEDICAL CENTRE HALCYON MEDICAL CITY HEALTH CENTRE RAYDOCS NEWTOWN DR PAL P & PARTNER CROMPTON ROAD SURGERY HAMSTEAD ROAD SURGERY DR SINGH M OAKHAM SURGERY CCG THE SLIEVE SURGERY SHANKLIN HOUSE SURGERY ROTTON PARK MEDICAL CENTRE MODALITY ANN JONES FAMILY HEALTH CENTRE LAURIE PIKE HEALTH CENTRE FIVE WAYS HEALTH CENTRE Practices DR AGARWAL NK & PARTNER HADEN VALE SURGERY HOCKLEY MEDICAL PRACTICE BROADWAY HEALTH CENTRE THE VICTORIA SURGERY STONE CROSS MEDICAL CENTRE OAKESWELL HEALTH CENTRE PARK HOUSE SURGERY SOHO ROAD PRIMARY CARE CENTRE CITY ROAD MEDICAL CENTRE KIRPAL MEDICAL PRACTICE DR UI HAQUE N ST PAUL'S MEDICAL PRACTICE PORTWAY FAMILY PRACTICE BEARWOOD ROAD SURGERY HORSELEY HEATH SURGERY HOLLY ROAD SURGERY SOHO ROAD HEALTH CENTRE HANDSWORTH MEDICAL PRACT. HILL TOP MEDICAL CENTRE DARTMOUTH MEDICAL CENTRE SUMMERFIELD PCC - DR SALIM SOHO HEALTH CENTRE NEW STREET SURGERY CHURCH VIEW SURGERY JUBILEE HEALTH CENTRE CCG ROOD END MEDICAL PRACTICE Success in getting an appointment: how the CCG’s practices compare Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? National average 100% Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 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 + %Yes, but I had to call back closer to or on the day

Success in getting an appointment: how the CCG’s practices compare Q 12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? Practices CCG National average Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 100% 90% 80% 70% 60% 50% 40% 30% 20% SUMMERFIELD PCC - DR KULSHRESTHA DOG KENNEL LANE SURGERY DR BHADAURIA BS GLEBEFIELDS SURGERY QUESLETT MEDICAL CENTRE DR AKHTAR R DR ARORA RK OLD HILL MEDICAL CENTRE REGIS MEDICAL CENTRE THE HYMAN PRACTICE DR HASSOUNA OJAR MALLING HEALTH CENTRE SANDWELL DR DEWAN VK 0% BEARWOOD MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772, 293); CCG (8, 609); Practice bases range from 16 to 123 30 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes + %Yes, but I had to call back closer to or on the day

Convenience of appointment Q 15. How convenient was the appointment you were able to get? CCG’s results CCG's results over time % Convenient Comparison of results CCG National Fairly convenient 89% 92% Not very convenient Convenient Very convenient 9% 100 90 90 80 89 89 89 87 40% 70 60 50 40 49% 30 20 10 10 11 11 13 Not at all convenient 11 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Convenient 8% Not convenient Local CCG range - % Convenient Lowest Performing Highest Performing 65% 100% 89% 96% Base: All those able to get an appointment: National (658, 980); CCG 2017 (6, 672); CCG 2016 (7, 004); CCG 2015 (6, 999); CCG 2014 (7, 403); CCG 2013 (8, 292); Practice bases range from 11 to 103; CCG bases range from 1, 119 to 6, 924 31 © Ipsos MORI 11% 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 32 Base: All those able to get an appointment: National (658, 980); CCG (6, 672); Practice bases range from 11 to 103 SUMMERFIELD GP SURG & URGENT CARE CENTRE MALLING HEALTH GREAT BRIDGE DR SINGH M ST PAUL'S MEDICAL PRACTICE WHITEHEATH MEDICAL CENTRE CARTERS GREEN MEDICAL CENTRE OAKESWELL HEALTH CENTRE LAURIE PIKE HEALTH CENTRE CCG MALLING HEALTH CENTRE SANDWELL CCG REGIS MEDICAL CENTRE CITY HEALTH CENTRE TOWER HILL PARTNERSHIP HAMSTEAD ROAD SURGERY GREAT BARR PRACTICE WARLEY MEDICAL CENTRE Practices AL-SHAFA MEDICAL CENTRE SOHO HEALTH CENTRE HEATHFIELD FAMILY CENTRE HANDSWORTH WOOD MED. CTR. DR UI HAQUE N PARK HOUSE SURGERY PORTWAY FAMILY PRACTICE KIRPAL MEDICAL PRACTICE YEW TREE SURGERY SAREPHED MEDICAL CENTRE JUBILEE HEALTH CENTRE SWANPOOL MEDICAL CENTRE ASTON PRIDE FRANCHISE DR SA AHMED & PARTNERS HOCKLEY MEDICAL PRACTICE HAWTHORNS MEDICAL CENTRE BLACK COUNTRY FAMILY PRACTICE HOLYHEAD PRIMARY HEALTH CARE CENTRE BURBURY MEDICAL CENTRE HANDSWORTH MEDICAL PRACT. THE SMETHWICK MEDICAL CENTRE VICTORIA ROAD MEDICAL CTR CROMPTON ROAD SURGERY NEWPORT MEDICAL PRACTICE BROADWAY HEALTH CENTRE FINCH ROAD PRIMARY CARE CENTRE WEST BROM P'SHIPS FOR HEALTH GREAT BRIDGE P/SHIP FOR HEALTH Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? National average Percentage of patients saying their appointment was ‘convenient’ 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 %Convenient = %Very convenient + %Fairly convenient

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 33 Base: All those able to get an appointment: National (658, 980); CCG (6, 672); Practice bases range from 11 to 103 FIVE WAYS HEALTH CENTRE QUESLETT MEDICAL CENTRE NORVIC FAMILY PRACTICE OAKHAM SURGERY HOLLY ROAD SURGERY DR PATHAK ND LINKWAY MEDICAL PRACTICE DARTMOUTH MEDICAL CENTRE BEARWOOD ROAD SURGERY STONE CROSS MEDICAL CENTRE CCG SOHO ROAD HEALTH CENTRE THE HYMAN PRACTICE DOG KENNEL LANE SURGERY HADEN VALE SURGERY DR AKHTAR R HORSELEY HEATH SURGERY Practices SUMMERFIELD PCC - DR SALIM MODALITY ANN JONES FAMILY HEALTH CENTRE RAYDOCS NEWTOWN SUMMERFIELD GROUP PRACTICE MARSHALL STREET SURGERY LODGE ROAD SURGERY DR HASSOUNA OJAR DR BHADAURIA BS GLEBEFIELDS SURGERY BEARWOOD MEDICAL CENTRE OLDBURY HEALTH CENTRE CITY ROAD MEDICAL CENTRE BLOOMSBURY HEALTH CENTRE CAVENDISH MEDICAL PRACTICE THE SLIEVE SURGERY ROTTON PARK MEDICAL CENTRE HILL TOP MEDICAL CENTRE DR AGARWAL NK & PARTNER ST PAUL'S PARTNERSHIP - LYNG MEDICAL CHURCH ROAD SURGERY SUMMERFIELD PCC - DR KULSHRESTHA THE SPIRES HEALTH CENTRE WARLEY ROAD SURGERY CAUSEWAY GREEN ROAD SURGERY NEW STREET SURGERY HAWES LANE SURGERY DR GUDI PV & PARTNER SOHO ROAD PRIMARY CARE CENTRE Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? National average Percentage of patients saying their appointment was ‘convenient’ 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 %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? Practices CCG National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% DR DEWAN VK DR ARORA RK WALFORD STREET, TIVIDALE THE VICTORIA SURGERY MODALITY ST JAMES CRANKHALL LANE MEDICAL CENTRE VITALITY ENKI MEDICAL PRACTICE ROOD END MEDICAL PRACTICE CHURCH VIEW SURGERY DR PAL P & PARTNER OLD HILL MEDICAL CENTRE HALCYON MEDICAL 0% SHANKLIN HOUSE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those able to get an appointment: National (658, 980); CCG (6, 672); Practice bases range from 11 to 103 34 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment (rebased to include those unable to get an appointment) Q 15. How convenient was the appointment you were able to get? (rebased) Comparison of results CCG’s results* CCG National Fairly convenient 72% 81% Not very convenient Convenient Not at all convenient 28% 19% Not convenient/ unable to get an appointment Very convenient 19% 32% 7% 40% Local CCG range - % Convenient Practice range in CCG - % Convenient Lowest Performing Highest Performing 37% 92% 72% 89% * Trend data is not available for this question as Q 15 rebased is not included in datasets pre July 2017 publication. * %Convenient = %Very convenient + %Fairly convenient %Not/ unable = %Not very convenient + %Not at all convenient + %Unable to get appointment Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG 2017 (7, 946); Practice bases range from 16 to 116; CCG bases range from 1, 182 to 8, 032 35 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 36 Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (7, 946); Practice bases range from 16 to 116 SOHO HEALTH CENTRE VITALITY ENKI MEDICAL PRACTICE DR UI HAQUE N CCG CAUSEWAY GREEN ROAD SURGERY KIRPAL MEDICAL PRACTICE NEW STREET SURGERY GREAT BARR PRACTICE CARTERS GREEN MEDICAL CENTRE SUMMERFIELD GP SURG & URGENT CARE CENTRE CCG HANDSWORTH WOOD MED. CTR. BROADWAY HEALTH CENTRE MARSHALL STREET SURGERY PARK HOUSE SURGERY PORTWAY FAMILY PRACTICE DR GUDI PV & PARTNER Practices HANDSWORTH MEDICAL PRACT. THE SPIRES HEALTH CENTRE SAREPHED MEDICAL CENTRE JUBILEE HEALTH CENTRE WARLEY MEDICAL CENTRE DR SA AHMED & PARTNERS CAVENDISH MEDICAL PRACTICE CROMPTON ROAD SURGERY TOWER HILL PARTNERSHIP SWANPOOL MEDICAL CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL HEATHFIELD FAMILY CENTRE BLACK COUNTRY FAMILY PRACTICE MALLING HEALTH GREAT BRIDGE THE HEALTH XCHANGE HOLYHEAD PRIMARY HEALTH CARE CENTRE AL-SHAFA MEDICAL CENTRE ASTON PRIDE FRANCHISE HAWTHORNS MEDICAL CENTRE THE SMETHWICK MEDICAL CENTRE HAWES LANE SURGERY BURBURY MEDICAL CENTRE YEW TREE SURGERY VICTORIA ROAD MEDICAL CTR NEWPORT MEDICAL PRACTICE WEST BROM P'SHIPS FOR HEALTH FINCH ROAD PRIMARY CARE CENTRE GREAT BRIDGE P/SHIP FOR HEALTH Convenience of appointment (rebased to include those unable to get an appointment): how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? (rebased) National average 100% Percentage of patients saying their appointment was ‘convenient’ 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 %Convenient = %Very convenient + %Fairly convenient

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 37 Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (7, 946); Practice bases range from 16 to 116 MODALITY ST JAMES DR BHADAURIA BS DR PAL P & PARTNER MODALITY ANN JONES FAMILY HEALTH CENTRE DARTMOUTH MEDICAL CENTRE DR AKHTAR R THE HYMAN PRACTICE ROOD END MEDICAL PRACTICE CRANKHALL LANE MEDICAL CENTRE REGIS MEDICAL CENTRE CCG ROTTON PARK MEDICAL CENTRE RAYDOCS NEWTOWN HADEN VALE SURGERY OAKHAM SURGERY HALCYON MEDICAL LODGE ROAD SURGERY Practices CITY HEALTH CENTRE THE SLIEVE SURGERY BEARWOOD MEDICAL CENTRE ST PAUL'S MEDICAL PRACTICE WHITEHEATH MEDICAL CENTRE HOLLY ROAD SURGERY MALLING HEALTH CENTRE SANDWELL DR AGARWAL NK & PARTNER CHURCH VIEW SURGERY STONE CROSS MEDICAL CENTRE LAURIE PIKE HEALTH CENTRE DR SINGH M NORVIC FAMILY PRACTICE CHURCH ROAD SURGERY SOHO ROAD PRIMARY CARE CENTRE SUMMERFIELD PCC - DR SALIM HAMSTEAD ROAD SURGERY HILL TOP MEDICAL CENTRE OAKESWELL HEALTH CENTRE HORSELEY HEATH SURGERY SOHO ROAD HEALTH CENTRE WALFORD STREET, TIVIDALE OLDBURY HEALTH CENTRE BLOOMSBURY HEALTH CENTRE SUMMERFIELD GROUP PRACTICE WARLEY ROAD SURGERY DR PATHAK ND HOCKLEY MEDICAL PRACTICE Convenience of appointment (rebased to include those unable to get an appointment): how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? (rebased) National average 100% Percentage of patients saying their appointment was ‘convenient’ 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 %Convenient = %Very convenient + %Fairly convenient

Convenience of appointment (rebased to include those unable to get an appointment): how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? (rebased) Practices CCG National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% DR DEWAN VK DR ARORA RK GLEBEFIELDS SURGERY THE VICTORIA SURGERY SUMMERFIELD PCC - DR KULSHRESTHA SHANKLIN HOUSE SURGERY QUESLETT MEDICAL CENTRE DOG KENNEL LANE SURGERY LINKWAY MEDICAL PRACTICE BEARWOOD ROAD SURGERY FIVE WAYS HEALTH CENTRE DR HASSOUNA OJAR OLD HILL MEDICAL CENTRE 0% CITY ROAD MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (7, 946); Practice bases range from 16 to 116 38 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Convenient = %Very convenient + %Fairly convenient

What patients do when they are unable to get appointment / are offered an inconvenient appointment Percentage who went on to do something else when unable to get appointment/ offered inconvenient appointment Q 17. What did you do on that occasion? 100% 90% 80% 70% 60% CCG 50% National 40% 30% *% *% *% 20% *% 10% 0% *% *% Went to the Got an Had a consultation appointment I was appointment for a over the phone offered different day *% *% *% Went to A&E *% *% Saw a pharmacist Used another NHSDecided to contact Didn’t see or service my surgery speak to anyone another time Comparisons are indicative only: differences may not be statistically significant Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (110, 834); CCG (1, 751) 39 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Overall experience of making an appointment Q 18. Overall, how would you describe your experience of making an appointment? CCG’s results CCG's results over time % Good % Poor Very good 9% 100 10% 90 25% Fairly good 80 70 60 68 67 64 62 18 20 63 50 Neither good nor poor 18% Very poor 30 10 15 16 38% 19 CCG National 63% 73% Good Fairly poor 40 20 Comparison of results 19% 13% Poor 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Good Local CCG range - % Good Lowest Performing Highest Performing 29% 95% 63% 83% Base: All those completing a questionnaire: National (768, 706); CCG 2017 (8, 628); CCG 2016 (9, 177); CCG 2015 (8, 906); CCG 2014 (9, 301); CCG 2013 (10, 370); Practice bases range from 16 to 129; CCG bases range from 1, 214 to 8, 628 40 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 41 Base: All those completing a questionnaire: National (768, 706); CCG (8, 628); Practice bases range from 16 to 129 CAUSEWAY GREEN ROAD SURGERY NORVIC FAMILY PRACTICE KIRPAL MEDICAL PRACTICE HANDSWORTH MEDICAL PRACT. PARK HOUSE SURGERY SOHO ROAD PRIMARY CARE CENTRE CCG ST PAUL'S PARTNERSHIP - LYNG MEDICAL WALFORD STREET, TIVIDALE CARTERS GREEN MEDICAL CENTRE CCG HORSELEY HEATH SURGERY HANDSWORTH WOOD MED. CTR. PORTWAY FAMILY PRACTICE OLDBURY HEALTH CENTRE WEST BROM P'SHIPS FOR HEALTH STONE CROSS MEDICAL CENTRE Practices OAKESWELL HEALTH CENTRE MARSHALL STREET SURGERY WARLEY MEDICAL CENTRE HILL TOP MEDICAL CENTRE SAREPHED MEDICAL CENTRE GREAT BARR PRACTICE TOWER HILL PARTNERSHIP LAURIE PIKE HEALTH CENTRE SOHO HEALTH CENTRE HAWTHORNS MEDICAL CENTRE DR SA AHMED & PARTNERS JUBILEE HEALTH CENTRE SWANPOOL MEDICAL CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE BURBURY MEDICAL CENTRE CAVENDISH MEDICAL PRACTICE MALLING HEALTH GREAT BRIDGE BLACK COUNTRY FAMILY PRACTICE NEWPORT MEDICAL PRACTICE AL-SHAFA MEDICAL CENTRE FINCH ROAD PRIMARY CARE CENTRE HAWES LANE SURGERY YEW TREE SURGERY THE SMETHWICK MEDICAL CENTRE VICTORIA ROAD MEDICAL CTR HEATHFIELD FAMILY CENTRE ASTON PRIDE FRANCHISE GREAT BRIDGE P/SHIP FOR HEALTH Overall experience of making an appointment: how the CCG’s practices compare Q 18. Overall, how would you describe your experience of making an appointment? National average Percentage of patients saying they had a ‘good’ experience of making an appointment 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 15 -080216 -01 Version 1 | Public 42 Base: All those completing a questionnaire: National (768, 706); CCG (8, 628); Practice bases range from 16 to 129 HAMSTEAD ROAD SURGERY DR HASSOUNA OJAR DR PAL P & PARTNER BEARWOOD ROAD SURGERY CITY HEALTH CENTRE QUESLETT MEDICAL CENTRE THE SLIEVE SURGERY THE HEALTH XCHANGE DR BHADAURIA BS ROTTON PARK MEDICAL CENTRE CCG LINKWAY MEDICAL PRACTICE DR AKHTAR R BLOOMSBURY HEALTH CENTRE MODALITY ST JAMES HOLLY ROAD SURGERY SUMMERFIELD PCC - DR SALIM Practices BROADWAY HEALTH CENTRE WHITEHEATH MEDICAL CENTRE DR GUDI PV & PARTNER THE HYMAN PRACTICE DR PATHAK ND HOCKLEY MEDICAL PRACTICE RAYDOCS NEWTOWN DARTMOUTH MEDICAL CENTRE HALCYON MEDICAL SUMMERFIELD GROUP PRACTICE CRANKHALL LANE MEDICAL CENTRE MALLING HEALTH CENTRE SANDWELL DR UI HAQUE N BEARWOOD MEDICAL CENTRE NEW STREET SURGERY SUMMERFIELD GP SURG & URGENT CARE CENTRE THE SPIRES HEALTH CENTRE DR AGARWAL NK & PARTNER CHURCH VIEW SURGERY REGIS MEDICAL CENTRE CROMPTON ROAD SURGERY DR SINGH M ST PAUL'S MEDICAL PRACTICE SOHO ROAD HEALTH CENTRE VITALITY ENKI MEDICAL PRACTICE WARLEY ROAD SURGERY LODGE ROAD SURGERY OAKHAM SURGERY Overall experience of making an appointment: how the CCG’s practices compare Q 18. Overall, how would you describe your experience of making an appointment? National average Percentage of patients saying they had a ‘good’ experience of making an appointment 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

Overall experience of making an appointment: how the CCG’s practices compare Q 18. Overall, how would you describe your experience of making an appointment? Practices CCG National average Percentage of patients saying they had a ‘good’ experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% DR DEWAN VK SUMMERFIELD PCC - DR KULSHRESTHA DOG KENNEL LANE SURGERY ROOD END MEDICAL PRACTICE GLEBEFIELDS SURGERY DR ARORA RK OLD HILL MEDICAL CENTRE HADEN VALE SURGERY SHANKLIN HOUSE SURGERY THE VICTORIA SURGERY CHURCH ROAD SURGERY CITY ROAD MEDICAL CENTRE FIVE WAYS HEALTH CENTRE 0% MODALITY ANN JONES FAMILY HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (768, 706); CCG (8, 628); Practice bases range from 16 to 129 43 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good

Waiting times at the GP surgery 44 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Waiting times at the GP surgery Q 20. How do you feel about how long you normally have to wait to be seen? CCG’s results CCG's results over time % Don't wait too long I don't normally have to wait too long I have to wait a bit too long 10% 100 90 14% 80 70 60 50 40 30 46% 49 44 47 45 48 46 46 46 Comparison of results I have to wait far too long 46 44 No opinion/doesn't apply 30% 20 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG – % Don’t wait too long National 46% 58% Don’t wait too long 44% 33% Wait too long Lowest Performing Highest Performing 17% 85% 46% 68% 45 15 -080216 -01 Version 1 | Public Don’t wait too long Local CCG range – % Don’t wait too long Base: All those completing a questionnaire: National (772, 842); CCG 2017 (8, 645); CCG 2016 (9, 203); CCG 2015 (8, 934); CCG 2014 (9, 310); CCG 2013 (10, 372); Practice bases range from 15 to 127; CCG bases range from 1, 223 to 8, 645 © Ipsos MORI CCG %Wait too long= %Wait a bit too long + %Wait far too long

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 46 Base: All those completing a questionnaire: National (772, 842); CCG (8, 645); Practice bases range from 15 to 127 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses DR AGARWAL NK & PARTNER DR SA AHMED & PARTNERS KIRPAL MEDICAL PRACTICE MALLING HEALTH GREAT BRIDGE YEW TREE SURGERY GREAT BRIDGE P/SHIP FOR HEALTH THE SMETHWICK MEDICAL CENTRE BLOOMSBURY HEALTH CENTRE STONE CROSS MEDICAL CENTRE MALLING HEALTH CENTRE SANDWELL CCG CRANKHALL LANE MEDICAL CENTRE CHURCH ROAD SURGERY ROTTON PARK MEDICAL CENTRE CHURCH VIEW SURGERY WALFORD STREET, TIVIDALE WEST BROM P'SHIPS FOR HEALTH Practices ST PAUL'S MEDICAL PRACTICE LINKWAY MEDICAL PRACTICE THE HEALTH XCHANGE SHANKLIN HOUSE SURGERY TOWER HILL PARTNERSHIP DR PATHAK ND OAKESWELL HEALTH CENTRE GREAT BARR PRACTICE SAREPHED MEDICAL CENTRE OLDBURY HEALTH CENTRE BLACK COUNTRY FAMILY PRACTICE DR GUDI PV & PARTNER HORSELEY HEATH SURGERY SOHO HEALTH CENTRE SOHO ROAD PRIMARY CARE CENTRE FINCH ROAD PRIMARY CARE CENTRE CITY HEALTH CENTRE ASTON PRIDE FRANCHISE HOLYHEAD PRIMARY HEALTH CARE CENTRE VICTORIA ROAD MEDICAL CTR HEATHFIELD FAMILY CENTRE AL-SHAFA MEDICAL CENTRE SWANPOOL MEDICAL CENTRE BURBURY MEDICAL CENTRE WARLEY ROAD SURGERY HAWTHORNS MEDICAL CENTRE NEWPORT MEDICAL PRACTICE CAVENDISH MEDICAL PRACTICE Waiting times at the GP surgery: how the CCG’s practices compare Q 20. How do you feel about how long you normally have to wait to be seen? National average Percentage of patients saying they ‘don’t normally have to wait too long’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 47 Base: All those completing a questionnaire: National (772, 842); CCG (8, 645); Practice bases range from 15 to 127 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses DR PAL P & PARTNER HANDSWORTH MEDICAL PRACT. REGIS MEDICAL CENTRE HILL TOP MEDICAL CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL THE HYMAN PRACTICE PARK HOUSE SURGERY GLEBEFIELDS SURGERY PORTWAY FAMILY PRACTICE OAKHAM SURGERY CCG CROMPTON ROAD SURGERY MODALITY ANN JONES FAMILY HEALTH CENTRE FIVE WAYS HEALTH CENTRE SUMMERFIELD PCC - DR SALIM THE SLIEVE SURGERY HALCYON MEDICAL Practices JUBILEE HEALTH CENTRE LODGE ROAD SURGERY HAWES LANE SURGERY ROOD END MEDICAL PRACTICE DR SINGH M CITY ROAD MEDICAL CENTRE VITALITY ENKI MEDICAL PRACTICE MARSHALL STREET SURGERY HOCKLEY MEDICAL PRACTICE BROADWAY HEALTH CENTRE THE SPIRES HEALTH CENTRE WHITEHEATH MEDICAL CENTRE BEARWOOD ROAD SURGERY MODALITY ST JAMES CAUSEWAY GREEN ROAD SURGERY DARTMOUTH MEDICAL CENTRE HANDSWORTH WOOD MED. CTR. SUMMERFIELD GP SURG & URGENT CARE CENTRE SUMMERFIELD GROUP PRACTICE HADEN VALE SURGERY SOHO ROAD HEALTH CENTRE LAURIE PIKE HEALTH CENTRE DR UI HAQUE N CARTERS GREEN MEDICAL CENTRE WARLEY MEDICAL CENTRE CCG NORVIC FAMILY PRACTICE RAYDOCS NEWTOWN Waiting times at the GP surgery: how the CCG’s practices compare Q 20. How do you feel about how long you normally have to wait to be seen? National average Percentage of patients saying they ‘don’t normally have to wait too long’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Waiting times at the GP surgery: how the CCG’s practices compare Q 20. How do you feel about how long you normally have to wait to be seen? Practices CCG National average Percentage of patients saying they ‘don’t normally have to wait too long’ 100% 90% 80% 70% 60% 50% 40% 30% 20% DR AKHTAR R DR ARORA RK OLD HILL MEDICAL CENTRE DR DEWAN VK DR HASSOUNA OJAR NEW STREET SURGERY SUMMERFIELD PCC - DR KULSHRESTHA HAMSTEAD ROAD SURGERY DOG KENNEL LANE SURGERY QUESLETT MEDICAL CENTRE THE VICTORIA SURGERY BEARWOOD MEDICAL CENTRE HOLLY ROAD SURGERY 0% DR BHADAURIA BS 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772, 842); CCG (8, 645); Practice bases range from 15 to 127 48 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at patients’ last GP appointment 49 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at last GP appointment Q 21. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor National results % Poor (total) 4% CCG results % Poor (total) 7% 3% 4% 12% 43% 38% Giving you enough time Poor Neither good nor poor Good 4% 3% 4% 4% 6% 4% 10% 5% 3% 14% 7% 3% 4% 43% 42% 41% Listening to you 39% Explaining tests and treatments 18% 41% 35% 50 15 -080216 -01 Version 1 | Public 14% Very poor 42% 38% Very good Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (8, 612; 8, 585; 8, 303; 8, 013; 8, 447); National (767, 129; 765, 505; 735, 550; 707, 368; 754, 335) © Ipsos MORI Very good %Poor = %Very poor + %Poor

Confidence and trust in the GP Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/can’t say’ have been excluded from these results. CCG’s results CCG's results over time % Yes 100 90 92 93 7% % No 92 93 Comparison of results Yes, definitely 93 80 70 Yes, to some extent 35% 60 No, not at all 40 30 20 0 National 93% 95% Yes 7% 5% No No 58% 50 10 CCG 8 8 7 June 2013 July 2014 7 July 2015 7 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 66% 100% 93% 97% Base: All those completing a questionnaire: National (754, 466); CCG 2017 (8, 382); CCG 2016 (8, 858); CCG 2015 (8, 677); CCG 2014 (9, 080); CCG 2013 (10, 077); Practice bases range from 14 to 123; CCG bases range from 1, 194 to 8, 382 51 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 52 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (8, 382); Practice bases range from 14 to 123 WEST BROM P'SHIPS FOR HEALTH JUBILEE HEALTH CENTRE GREAT BARR PRACTICE OAKESWELL HEALTH CENTRE CROMPTON ROAD SURGERY FIVE WAYS HEALTH CENTRE CCG BROADWAY HEALTH CENTRE THE SPIRES HEALTH CENTRE ST PAUL'S PARTNERSHIP - LYNG MEDICAL CCG WHITEHEATH MEDICAL CENTRE REGIS MEDICAL CENTRE CITY ROAD MEDICAL CENTRE TOWER HILL PARTNERSHIP HANDSWORTH WOOD MED. CTR. MALLING HEALTH CENTRE SANDWELL Practices THE HEALTH XCHANGE OLDBURY HEALTH CENTRE CAVENDISH MEDICAL PRACTICE HAMSTEAD ROAD SURGERY MARSHALL STREET SURGERY Percentage of patients saying they have trust and confidence in their GP DR HASSOUNA OJAR BEARWOOD MEDICAL CENTRE HAWES LANE SURGERY OAKHAM SURGERY MALLING HEALTH GREAT BRIDGE P/SHIP FOR HEALTH VITALITY ENKI MEDICAL PRACTICE AL-SHAFA MEDICAL CENTRE RAYDOCS NEWTOWN DR AGARWAL NK & PARTNER SAREPHED MEDICAL CENTRE NEW STREET SURGERY SUMMERFIELD PCC - DR SALIM ASTON PRIDE FRANCHISE DARTMOUTH MEDICAL CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE BEARWOOD ROAD SURGERY BURBURY MEDICAL CENTRE HEATHFIELD FAMILY CENTRE NEWPORT MEDICAL PRACTICE THE SMETHWICK MEDICAL CENTRE YEW TREE SURGERY HAWTHORNS MEDICAL CENTRE Confidence and trust in the GP: how the CCG’s practices compare Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% %Yes = %Yes, definitely + %Yes, to some extent

SUMMERFIELD GROUP PRACTICE 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses © Ipsos MORI 15 -080216 -01 Version 1 | Public 53 Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (8, 382); Practice bases range from 14 to 123 CITY HEALTH CENTRE SOHO HEALTH CENTRE DR DEWAN VK CAUSEWAY GREEN ROAD SURGERY WALFORD STREET, TIVIDALE CHURCH VIEW SURGERY OLD HILL MEDICAL CENTRE SWANPOOL MEDICAL CENTRE THE HYMAN PRACTICE QUESLETT MEDICAL CENTRE CCG HILL TOP MEDICAL CENTRE DOG KENNEL LANE SURGERY GLEBEFIELDS SURGERY THE VICTORIA SURGERY ST PAUL'S MEDICAL PRACTICE LINKWAY MEDICAL PRACTICE Practices DR AKHTAR R BLACK COUNTRY FAMILY PRACTICE CARTERS GREEN MEDICAL CENTRE WARLEY MEDICAL CENTRE CHURCH ROAD SURGERY Percentage of patients saying they have trust and confidence in their GP BLOOMSBURY HEALTH CENTRE HANDSWORTH MEDICAL PRACT. MODALITY ST JAMES LAURIE PIKE HEALTH CENTRE DR PATHAK ND LODGE ROAD SURGERY DR ARORA RK HADEN VALE SURGERY DR SA AHMED & PARTNERS HORSELEY HEATH SURGERY SOHO ROAD HEALTH CENTRE SUMMERFIELD GP SURG & URGENT CARE CENTRE DR BHADAURIA BS DR UI HAQUE N CRANKHALL LANE MEDICAL CENTRE NORVIC FAMILY PRACTICE STONE CROSS MEDICAL CENTRE HALCYON MEDICAL SUMMERFIELD PCC - DR KULSHRESTHA KIRPAL MEDICAL PRACTICE ROTTON PARK MEDICAL CENTRE MODALITY ANN JONES FAMILY HEALTH CENTRE Confidence and trust in the GP: how the CCG’s practices compare Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% %Yes = %Yes, definitely + %Yes, to some extent

Confidence and trust in the GP: how the CCG’s practices compare Q 22. Did you have confidence and trust in the GP you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. Practices Percentage of patients saying they have trust and confidence in their GP CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% DR PAL P & PARTNER WARLEY ROAD SURGERY PARK HOUSE SURGERY PORTWAY FAMILY PRACTICE HOCKLEY MEDICAL PRACTICE SOHO ROAD PRIMARY CARE CENTRE VICTORIA ROAD MEDICAL CTR FINCH ROAD PRIMARY CARE CENTRE THE SLIEVE SURGERY SHANKLIN HOUSE SURGERY ROOD END MEDICAL PRACTICE DR SINGH M DR GUDI PV & PARTNER 0% HOLLY ROAD SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (8, 382); Practice bases range from 14 to 123 54 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Perceptions of care at patients’ last nurse appointment 55 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Perceptions of care at last nurse appointment Q 23. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following? * *Those who say ‘Doesn’t apply’ have been excluded from these results. CCG’s results Very poor Poor Neither good nor poor Good Very good National results % Poor (total) 2% 2% 2% CCG results % Poor (total) 3% 3% 4% 4% 10% 3% 3% 11% 43% 43% 44% 42% 14% 43% 38% 11% Very poor 43% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in Treating you with care decisions about your and concern care Base: All those completing a questionnaire excluding 'doesn't apply': CCG (7, 579; 7, 479; 7, 302; 6, 921; 7, 381); National (690, 213; 684, 099; 665, 816; 607, 788; 675, 604) 56 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Poor = %Very poor + %Poor

Confidence and trust in the nurse Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * CCG’s results CCG's results over time % Yes 100 90 95 96 5% % No 95 96 *Those who say ‘Don’t know/can’t say’ have been excluded from these results. Comparison of results Yes, definitely 95 32% 80 Yes, to some extent 70 CCG National 95% 97% Yes 60 50 63% 40 No, not at all 30 20 10 0 5 5 4 June 2013 July 2014 5 4 July 2015 July 2016 July 2017 Practice range in CCG - % Yes 3% No No Local CCG range - % Yes Lowest Performing Highest Performing 81% 100% 95% 99% Base: All those completing a questionnaire: National (683, 080); CCG 2017 (7, 376); CCG 2016 (7, 851); CCG 2015 (7, 707); CCG 2014 (8, 117); CCG 2013 (9, 027); Practice bases range from 13 to 110; CCG bases range from 1, 122 to 7, 651 57 © Ipsos MORI 5% 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 58 Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (7, 376); Practice bases range from 13 to 110 SOHO HEALTH CENTRE THE SPIRES HEALTH CENTRE DR UI HAQUE N CAUSEWAY GREEN ROAD SURGERY ST PAUL'S MEDICAL PRACTICE HAWES LANE SURGERY JUBILEE HEALTH CENTRE FINCH ROAD PRIMARY CARE CENTRE CCG ASTON PRIDE FRANCHISE CCG ROOD END MEDICAL PRACTICE DR AGARWAL NK & PARTNER ST PAUL'S PARTNERSHIP - LYNG MEDICAL THE VICTORIA SURGERY HADEN VALE SURGERY Practices CAVENDISH MEDICAL PRACTICE FIVE WAYS HEALTH CENTRE MALLING HEALTH GREAT BRIDGE SUMMERFIELD GROUP PRACTICE DR PATHAK ND SAREPHED MEDICAL CENTRE Percentage of patients saying they have trust and confidence in their nurse WEST BROM P'SHIPS FOR HEALTH OLDBURY HEALTH CENTRE NORVIC FAMILY PRACTICE SOHO ROAD PRIMARY CARE CENTRE HILL TOP MEDICAL CENTRE SWANPOOL MEDICAL CENTRE RAYDOCS NEWTOWN ROTTON PARK MEDICAL CENTRE VICTORIA ROAD MEDICAL CTR THE HYMAN PRACTICE VITALITY ENKI MEDICAL PRACTICE TOWER HILL PARTNERSHIP HANDSWORTH WOOD MED. CTR. BLACK COUNTRY FAMILY PRACTICE REGIS MEDICAL CENTRE AL-SHAFA MEDICAL CENTRE NEWPORT MEDICAL PRACTICE HOLYHEAD PRIMARY HEALTH CARE CENTRE DARTMOUTH MEDICAL CENTRE MARSHALL STREET SURGERY SUMMERFIELD PCC - DR KULSHRESTHA HAWTHORNS MEDICAL CENTRE HEATHFIELD FAMILY CENTRE Confidence and trust in the nurse: how the CCG’s practices compare Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. 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 15 -080216 -01 Version 1 | Public 59 Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (7, 376); Practice bases range from 13 to 110 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses LINKWAY MEDICAL PRACTICE CHURCH VIEW SURGERY CRANKHALL LANE MEDICAL CENTRE BEARWOOD ROAD SURGERY GREAT BARR PRACTICE CARTERS GREEN MEDICAL CENTRE OAKESWELL HEALTH CENTRE OAKHAM SURGERY THE SLIEVE SURGERY SHANKLIN HOUSE SURGERY CCG LAURIE PIKE HEALTH CENTRE MALLING HEALTH CENTRE SANDWELL BROADWAY HEALTH CENTRE DR DEWAN VK DR HASSOUNA OJAR Practices DR SINGH M WHITEHEATH MEDICAL CENTRE DR SA AHMED & PARTNERS CITY HEALTH CENTRE CITY ROAD MEDICAL CENTRE KIRPAL MEDICAL PRACTICE Percentage of patients saying they have trust and confidence in their nurse MODALITY ST JAMES WARLEY ROAD SURGERY DR BHADAURIA BS PARK HOUSE SURGERY GLEBEFIELDS SURGERY BEARWOOD MEDICAL CENTRE DR AKHTAR R DR GUDI PV & PARTNER THE SMETHWICK MEDICAL CENTRE HOLLY ROAD SURGERY SOHO ROAD HEALTH CENTRE BLOOMSBURY HEALTH CENTRE SUMMERFIELD PCC - DR SALIM HANDSWORTH MEDICAL PRACT. LODGE ROAD SURGERY GREAT BRIDGE P/SHIP FOR HEALTH NEW STREET SURGERY OLD HILL MEDICAL CENTRE WARLEY MEDICAL CENTRE HORSELEY HEATH SURGERY BURBURY MEDICAL CENTRE HAMSTEAD ROAD SURGERY SUMMERFIELD GP SURG & URGENT CARE CENTRE Confidence and trust in the nurse: how the CCG’s practices compare Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% %Yes = %Yes, definitely + %Yes, to some extent

Confidence and trust in the nurse: how the CCG’s practices compare Q 24. Did you have confidence and trust in the nurse you saw or spoke to? * *Those who say ‘Don’t know/ can’t say’ have been excluded from these results. Percentage of patients saying they have trust and confidence in their nurse Practices CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% THE HEALTH XCHANGE QUESLETT MEDICAL CENTRE DR ARORA RK PORTWAY FAMILY PRACTICE DR PAL P & PARTNER STONE CROSS MEDICAL CENTRE HOCKLEY MEDICAL PRACTICE HALCYON MEDICAL CHURCH ROAD SURGERY CROMPTON ROAD SURGERY DOG KENNEL LANE SURGERY MODALITY ANN JONES FAMILY HEALTH CENTRE YEW TREE SURGERY 0% WALFORD STREET, TIVIDALE 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (7, 376); Practice bases range from 13 to 110 60 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with the practice’s opening hours 61 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Satisfaction with opening hours Q 25. How satisfied are you with the hours that your GP surgery is open? CCG’s results CCG's results over time % Satisfied 4%4% 5% % Dissatisfied 100 90 80 70 76 72 75 71 50 40 30 10 10 12 11 40% 13 July 2014 July 2015 National Fairly satisfied 75% 76% Satisfied Very dissatisfied 10% 9% I'm not sure when my GP surgery is open Dissatisfied 10 0 June 2013 CCG Neither satisfied nor dissatisfied Fairly dissatisfied 60 20 Very satisfied 35% 11% 76 Comparison of results July 2016 July 2017 Practice range in CCG - % Satisfied Local CCG range - % Satisfied Lowest Performing Highest Performing 45% 93% 74% 81% Base: All those completing a questionnaire: National (795, 461); CCG 2017 (8, 938); CCG 2016 (9, 432); CCG 2015 (9, 086); CCG 2014 (9, 627); CCG 2013 (10, 539); Practice bases range from 16 to 132; CCG bases range from 1, 274 to 8, 938 62 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 63 Base: All those completing a questionnaire: National (795, 461); CCG (8, 938); Practice bases range from 16 to 132 HANDSWORTH MEDICAL PRACT. CCG SAREPHED MEDICAL CENTRE NEW STREET SURGERY DR SA AHMED & PARTNERS CHURCH ROAD SURGERY SUMMERFIELD PCC - DR SALIM VITALITY ENKI MEDICAL PRACTICE RAYDOCS NEWTOWN DR AGARWAL NK & PARTNER CCG THE HYMAN PRACTICE THE SLIEVE SURGERY SUMMERFIELD PCC - DR KULSHRESTHA SOHO HEALTH CENTRE WEST BROM P'SHIPS FOR HEALTH DARTMOUTH MEDICAL CENTRE Practices JUBILEE HEALTH CENTRE AL-SHAFA MEDICAL CENTRE THE SPIRES HEALTH CENTRE MARSHALL STREET SURGERY CROMPTON ROAD SURGERY ASTON PRIDE FRANCHISE HAWES LANE SURGERY GREAT BARR PRACTICE WARLEY MEDICAL CENTRE THE SMETHWICK MEDICAL CENTRE BURBURY MEDICAL CENTRE QUESLETT MEDICAL CENTRE CRANKHALL LANE MEDICAL CENTRE SWANPOOL MEDICAL CENTRE NORVIC FAMILY PRACTICE KIRPAL MEDICAL PRACTICE THE HEALTH XCHANGE OAKESWELL HEALTH CENTRE VICTORIA ROAD MEDICAL CTR NEWPORT MEDICAL PRACTICE WALFORD STREET, TIVIDALE CAVENDISH MEDICAL PRACTICE HOLLY ROAD SURGERY GREAT BRIDGE P/SHIP FOR HEALTH HEATHFIELD FAMILY CENTRE HAWTHORNS MEDICAL CENTRE YEW TREE SURGERY FINCH ROAD PRIMARY CARE CENTRE Satisfaction with opening hours: how the CCG’s practices compare Q 25. How satisfied are you with the hours that your GP surgery is open? National average 100% Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 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 15 -080216 -01 Version 1 | Public 64 Base: All those completing a questionnaire: National (795, 461); CCG (8, 938); Practice bases range from 16 to 132 DR GUDI PV & PARTNER REGIS MEDICAL CENTRE WARLEY ROAD SURGERY DR PATHAK ND CHURCH VIEW SURGERY LAURIE PIKE HEALTH CENTRE HAMSTEAD ROAD SURGERY SUMMERFIELD GP SURG & URGENT CARE CENTRE SUMMERFIELD GROUP PRACTICE ROOD END MEDICAL PRACTICE CCG LODGE ROAD SURGERY DR BHADAURIA BS PORTWAY FAMILY PRACTICE CITY ROAD MEDICAL CENTRE DR AKHTAR R CITY HEALTH CENTRE Practices BLOOMSBURY HEALTH CENTRE ROTTON PARK MEDICAL CENTRE MODALITY ST JAMES DR UI HAQUE N CARTERS GREEN MEDICAL CENTRE BROADWAY HEALTH CENTRE BEARWOOD MEDICAL CENTRE BEARWOOD ROAD SURGERY BLACK COUNTRY FAMILY PRACTICE OAKHAM SURGERY HALCYON MEDICAL HANDSWORTH WOOD MED. CTR. MALLING HEALTH GREAT BRIDGE DR HASSOUNA OJAR TOWER HILL PARTNERSHIP HILL TOP MEDICAL CENTRE DR SINGH M ST PAUL'S PARTNERSHIP - LYNG MEDICAL HADEN VALE SURGERY ST PAUL'S MEDICAL PRACTICE OLDBURY HEALTH CENTRE STONE CROSS MEDICAL CENTRE HOCKLEY MEDICAL PRACTICE SOHO ROAD PRIMARY CARE CENTRE SHANKLIN HOUSE SURGERY CAUSEWAY GREEN ROAD SURGERY SOHO ROAD HEALTH CENTRE HOLYHEAD PRIMARY HEALTH CARE CENTRE Satisfaction with opening hours: how the CCG’s practices compare Q 25. How satisfied are you with the hours that your GP surgery is open? National average 100% Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 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

Satisfaction with opening hours: how the CCG’s practices compare Q 25. How satisfied are you with the hours that your GP surgery is open? Practices CCG National average Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 100% 90% 80% 70% 60% 50% 40% 30% 20% DR ARORA RK DR DEWAN VK LINKWAY MEDICAL PRACTICE GLEBEFIELDS SURGERY DOG KENNEL LANE SURGERY PARK HOUSE SURGERY FIVE WAYS HEALTH CENTRE THE VICTORIA SURGERY WHITEHEATH MEDICAL CENTRE MALLING HEALTH CENTRE SANDWELL MODALITY ANN JONES FAMILY HEALTH CENTRE DR PAL P & PARTNER OLD HILL MEDICAL CENTRE 0% HORSELEY HEATH SURGERY 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (795, 461); CCG (8, 938); Practice bases range from 16 to 132 65 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied

Out-of-hours services* * The out-of-hours service questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP surgery 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. 66 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Use of out-of-hours services Q 41. Considering all of the services you contacted, which of the following happened on that occasion? CCG 47% I contacted an NHS service by telephone 61% 15% A health professional called me back A health professional visited me at home 26% 4% 6% 34% I went to A&E I saw a pharmacist 13% 11% 27% 23% I went to another NHS service Can't remember 7% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 736); CCG (1, 600) 67 © Ipsos MORI 15 -080216 -01 Version 1 | Public National

Speed of care provided by out-of-hours service* Q 42. How do you feel about how quickly you received care or advice on that occasion? CCG’s results CCG's results over time 9% Comparison of results It was about right Latest About right 50% Took too long 40% 50% It took too long 40% July 2016 About right Took too long 55% Don't know/doesn't apply 37% CCG National 50% 61% About right 40% 33% Took too long Local CCG range– % About right Lowest Performing Highest Performing 50% 70% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 915); CCG 2017 (1, 595); CCG 2016 (1, 950); CCG bases range from 168 to 1, 595 68 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Confidence and trust in out-of-hours staff* Q 43. Considering all of the people you saw or spoke to on that occasion, did you have confidence and trust in them? Yes, definitely 6% Latest Comparison of results CCG’s results CCG's results over time 11% Yes 82% No 11% 37% Yes, to some extent No, not at all July 2016 Yes 84% No 10% 45% Don't know/can't say CCG National 82% 87% Yes 11% 9% No No Local CCG range– % Yes Lowest Performing Highest Performing 81% 93% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from July 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 851); CCG 2017 (1, 594); CCG 2016 (1, 953); CCG bases range from 167 to 1, 594 69 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of out-of-hours services* Q 44. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed? 8% Latest Good 60% Poor 17% Very good 4% 26% 9% Fairly good Neither good nor poor Good Poor 61% CCG National 60% 66% Good 17% 15% Poor Fairly poor 19% July 2016 Comparison of results CCG’s results CCGs’ results over time Very poor 34% Don't know/can't say 18% Local CCG range - % Good Lowest Performing Highest Performing 60% 76% * The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only made with 2016 data. Base: All answering who have tried to call an out-of-hours GP service in the past 6 months: National (124, 994); CCG 2017 (1, 603); CCG 2016 (1, 950); CCG bases range from 168 to 1, 603 70 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 71 © Ipsos MORI 15 -080216 -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 surgery? ” 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 808, 332 0. 09 0. 14 0. 15 CCG 4, 000 1. 18 1. 86 2. 07 Practice 100 5. 05 9. 41 11. 3 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 +/-1. 86 percentage points from that question’s result (i. e. between 28. 14% and 31. 86%). 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. 72 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Want to know more? 73 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Further background information about the survey • The survey was sent to c. 2. 15 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. • Past results dating back to 2007 are available for every practice in the UK, allowing meaningful comparisons of patients’ experiences; the survey is now annual, previously it took place twice a year (June 2011 - July 2016), and 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/. • 808, 332 The overall response rate to the survey is 37. 5%, based on 808, 332 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. Completed surveys in the July 2017 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/Surveys. And. Reports 74 © Ipsos MORI 15 -080216 -01 Version 1 | Public c. 2. 15 m Surveys to adults registered with an English GP practice 37. 5% 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/Surveys. And. Reports - you can also see previous years’ results here. • To analyse the survey data for a specific participant group (e. g. by age), go to http: //results. gp-patient. co. uk/report/1/rt 1_profiles. aspx • To break down the survey results by survey question as well as by participant demographics, go to http: //results. gp-patient. co. uk/report/6/rt 3_result. aspx • To look at trends in responses and study the survey data by different participant groups, go to http: //results. gppatient. co. uk/report/12/rt 1_profiles. aspx • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/FAQ 75 © Ipsos MORI 15 -080216 -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. [email protected] com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. This work has been carried out in accordance with the requirements of the international quality standard for Market Research, ISO 20252: 2012, and with the standard Ipsos MORI Terms and Conditions which can be found at http: //www. ipsosmori. com/terms. © Ipsos MORI 2017 76 © Ipsos MORI 15 -080216 -01 Version 1 | Public