NHS Southend CCG Latest survey results July 2017

NHS Southend 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 13 Making an appointment……………………………………………… Slide 20 Waiting times at the GP surgery. …. …………………………………………. . Slide 30 Perceptions of care at patients’ last GP appointment…………………………………. . Slide 33 Perceptions of care at patients’ last nurse appointment………………………… Slide 37 Satisfaction with the practice’s opening hours. …………………………………. ……… Slide 41 Out-of-hours services. ……………………………………………. . . ……… Slide 44 Statistical reliability. . ……………………………………………………. Slide 49 Want to know more? ……………………………………………………. . Slide 51 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 Southend 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 Southend CCG, 9, 457 questionnaires were sent out, and 3, 401 were returned completed. This represents a response rate of 36%. • 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 85 86 82 82 Very good 4% 3% 100 11% 83 Fairly good 42% 70 Neither good nor poor 60 50 Fairly poor 40 30 41% 20 10 0 Comparison of results 5 June 2013 7 5 July 2014 6 July 2015 July 2016 Very poor 6 National 83% 85% Good 6% 5% Poor July 2017 Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 56% 100% 77% 90% Base: All those completing a questionnaire: National (794, 704); CCG 2017 (3, 348); CCG 2016 (3, 548); CCG 2015 (3, 730); CCG 2014 (3, 954); CCG 2013 (4, 245); Practice bases range from 20 to 128; CCG bases range from 2, 356 to 11, 640 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 90% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 2, 356 to 11, 640 %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 56% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 20 to 128 %Good = %Very good + %Fairly good 11 © Ipsos MORI 15 -080216 -01 Version 1 | Public

QUEENSWAY MEDICAL CENTRE 0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 12 Base: All those completing a questionnaire: National (794, 704); CCG (3, 348); Practice bases range from 20 to 128 CCG DR GUL, NEW WESTBOROUGH SURGERY THE LEIGH SURGERY DR MARASCO'S SURGERY SCOTT PARK SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC Practices DR SATHANANDANS PRACTICE LYDIA HOUSE PRACTICE WARRIOR SQUARE SURGERY THE PALL MALL SURGERY DR BEKAS MEDICAL CENTRE Percentage of patients saying good DR DHILLON'S SURGERY THE SHAFTESBURY AVENUE SURGERY NORTH AVENUE SURGERY WEST ROAD SURGERY HIGHLANDS SURGERY DR MALIK - KENT ELMS HC DR SOORIAKUMARAN DR KRISHNAN & PTNR - KENT ELMS HC SOUTHBOURNE GROVE SURGERY EASTWOOD GROUP PRACTICE ST LUKE'S HEALTH CENTRE CENTRAL SURGERY - NORTH ROAD PCC THE THORPE BAY SURGERY THE VALKYRIE SURGERY CCG WESTBOROUGH ROAD HEALTH CENTRE CARNARVON MEDICAL CENTRE CENTRAL SURGERY - SOUTHCHURCH BLVD SOUTHEND MEDICAL CENTRE NORTH SHOEBURY SURGERY DR KUMAR & PTNR - SHOEBURY HC THE PRACTICE NORTHUMBERLAND AVENUE 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

Access to GP services 13 © 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 5% 100 13% 90 80 70 76 71 68 22% 40 21 27 22 Not at all easy 35 28 Haven't tried 40% 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Easy 68% Easy 35% 28% Not easy Local CCG range - % Easy Lowest Performing Highest Performing 17% 99% 54% 78% Base: All those completing a questionnaire: National (804, 177); CCG 2017 (3, 381); CCG 2016 (3, 625); CCG 2015 (3, 789); CCG 2014 (4, 007); CCG 2013 (4, 357); Practice bases range from 21 to 129; CCG bases range from 2, 404 to 11, 755 14 © Ipsos MORI 15 -080216 -01 Version 1 | Public National 60% Not very easy 60 50 20 Very easy 21% Fairly easy 76 60 30 Comparison of results %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 15 Base: All those completing a questionnaire: National (804, 177); CCG (3, 381); Practice bases range from 21 to 129 THE LEIGH SURGERY SCOTT PARK SURGERY DR GUL, NEW WESTBOROUGH SURGERY Practices DR DHILLON'S SURGERY DR MALIK - KENT ELMS HC LYDIA HOUSE PRACTICE NORTH AVENUE SURGERY WARRIOR SQUARE SURGERY DR SOORIAKUMARAN DR MARASCO'S SURGERY DR BEKAS MEDICAL CENTRE SOUTHBOURNE GROVE SURGERY THE SHAFTESBURY AVENUE SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC CARNARVON MEDICAL CENTRE ST LUKE'S HEALTH CENTRE CENTRAL SURGERY - NORTH ROAD PCC WESTBOROUGH ROAD HEALTH CENTRE CENTRAL SURGERY - SOUTHCHURCH BLVD DR KRISHNAN & PTNR - KENT ELMS HC DR KUMAR & PTNR - SHOEBURY HC THE THORPE BAY SURGERY THE PRACTICE NORTHUMBERLAND AVENUE CCG DR SATHANANDANS PRACTICE EASTWOOD GROUP PRACTICE SOUTHEND MEDICAL CENTRE NORTH SHOEBURY SURGERY THE PALL MALL SURGERY HIGHLANDS SURGERY THE VALKYRIE SURGERY WEST ROAD SURGERY QUEENSWAY MEDICAL 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? CCG 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

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 87 88 Comparison of results 84 86 9% 85 70 Very helpful 4% Fairly helpful 44% 60 Not very helpful National 85% 87% Helpful 50 Not at all helpful 40 30 42% 20 10 10 14 10 Don't know 13 11 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 62% 100% 83% 89% Base: All those completing a questionnaire: National (803, 718); CCG 2017 (3, 379); CCG 2016 (3, 622); CCG 2015 (3, 784); CCG 2014 (4, 012); CCG 2013 (4, 349); Practice bases range from 21 to 129; CCG bases range from 2, 396 to 11, 752 16 © Ipsos MORI 13% 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 17 Base: All those completing a questionnaire: National (803, 718); CCG (3, 379); Practice bases range from 21 to 129 CCG DR MARASCO'S SURGERY THE LEIGH SURGERY DR GUL, NEW WESTBOROUGH SURGERY DR BEKAS MEDICAL CENTRE DR SCHEMBRI & PARTNERS SHOEBURY HC Practices DR SOORIAKUMARAN DR DHILLON'S SURGERY DR MALIK - KENT ELMS HC WARRIOR SQUARE SURGERY SCOTT PARK SURGERY LYDIA HOUSE PRACTICE THE SHAFTESBURY AVENUE SURGERY WEST ROAD SURGERY THE THORPE BAY SURGERY DR SATHANANDANS PRACTICE HIGHLANDS SURGERY SOUTHBOURNE GROVE SURGERY DR KUMAR & PTNR - SHOEBURY HC THE PALL MALL SURGERY CARNARVON MEDICAL CENTRE ST LUKE'S HEALTH CENTRE CENTRAL SURGERY - SOUTHCHURCH BLVD NORTH AVENUE SURGERY EASTWOOD GROUP PRACTICE THE VALKYRIE SURGERY THE PRACTICE NORTHUMBERLAND AVENUE CENTRAL SURGERY - NORTH ROAD PCC CCG DR KRISHNAN & PTNR - KENT ELMS HC NORTH SHOEBURY SURGERY SOUTHEND MEDICAL CENTRE WESTBOROUGH ROAD HEALTH CENTRE QUEENSWAY MEDICAL 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

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 Practice range within 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 (782, 347); CCG (3, 287); Practice bases range from 21 to 128 18 © 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 (3, 306); Practice bases range from 21 to 129 19 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Making an appointment 20 © 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 90 80 86 Yes 5% 87 85 85 82 14% Yes, but I had to call back closer to or on the day No 70 60 14% 50 40 68% 30 20 10 Comparison of results 10 12 10 14 11 Can't remember CCG National 82% 84% Yes 14% 11% No No 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 57% 97% 79% 89% Base: All those completing a questionnaire: National (772, 293); CCG 2017 (3, 179); CCG 2016 (3, 490); CCG 2015 (3, 628); CCG 2014 (3, 835); CCG 2013 (4, 237); Practice bases range from 20 to 121; CCG bases range from 2, 336 to 11, 385 21 © Ipsos MORI 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 22 Base: All those completing a questionnaire: National (772, 293); CCG (3, 179); Practice bases range from 20 to 121 THE LEIGH SURGERY DR GUL, NEW WESTBOROUGH SURGERY DR SOORIAKUMARAN SCOTT PARK SURGERY DR BEKAS MEDICAL CENTRE Practices DR DHILLON'S SURGERY LYDIA HOUSE PRACTICE THE PALL MALL SURGERY WARRIOR SQUARE SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC DR MARASCO'S SURGERY NORTH AVENUE SURGERY SOUTHEND MEDICAL CENTRE HIGHLANDS SURGERY CARNARVON MEDICAL CENTRE SOUTHBOURNE GROVE SURGERY DR MALIK - KENT ELMS HC DR KUMAR & PTNR - SHOEBURY HC THE SHAFTESBURY AVENUE SURGERY CENTRAL SURGERY - NORTH ROAD PCC DR KRISHNAN & PTNR - KENT ELMS HC ST LUKE'S HEALTH CENTRE DR SATHANANDANS PRACTICE THORPE BAY SURGERY THE VALKYRIE SURGERY WESTBOROUGH ROAD HEALTH CENTRE CCG NORTH SHOEBURY SURGERY EASTWOOD GROUP PRACTICE THE PRACTICE NORTHUMBERLAND AVENUE CENTRAL SURGERY - SOUTHCHURCH BLVD WEST ROAD SURGERY QUEENSWAY MEDICAL CENTRE 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? CCG 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

Convenience of appointment Q 15. How convenient was the appointment you were able to get? CCG’s results CCG's results over time 7% % Convenient 100 90 93 93 90 CCG National Fairly convenient 93% 92% Not very convenient Convenient Very convenient 93 90 80 Comparison of results 46% 70 60 47% 50 40 Not at all convenient 30 20 10 0 7 10 7 June 2013 July 2014 July 2015 10 7 July 2016 July 2017 Practice range in CCG - % Convenient 8% Not convenient Local CCG range - % Convenient Lowest Performing Highest Performing 87% 100% 95% Base: All those able to get an appointment: National (658, 980); CCG 2017 (2, 736); CCG 2016 (3, 078); CCG 2015 (3, 214); CCG 2014 (3, 432); CCG 2013 (3, 769); Practice bases range from 16 to 115; CCG bases range from 2, 081 to 10, 021 23 © Ipsos MORI 7% 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 Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses 24 Base: All those able to get an appointment: National (658, 980); CCG (2, 736); Practice bases range from 16 to 115 THE LEIGH SURGERY DR KUMAR & PTNR - SHOEBURY HC LYDIA HOUSE PRACTICE DR DHILLON'S SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC Practices DR MARASCO'S SURGERY DR BEKAS MEDICAL CENTRE DR SOORIAKUMARAN DR MALIK - KENT ELMS HC SOUTHEND MEDICAL CENTRE WESTBOROUGH ROAD HEALTH CENTRE CENTRAL SURGERY - NORTH ROAD PCC SCOTT PARK SURGERY DR GUL, NEW WESTBOROUGH SURGERY WARRIOR SQUARE SURGERY CARNARVON MEDICAL CENTRE NORTH AVENUE SURGERY ST LUKE'S HEALTH CENTRE THORPE BAY SURGERY HIGHLANDS SURGERY CCG SOUTHBOURNE GROVE SURGERY WEST ROAD SURGERY CENTRAL SURGERY - SOUTHCHURCH BLVD QUEENSWAY MEDICAL CENTRE EASTWOOD GROUP PRACTICE DR KRISHNAN & PTNR - KENT ELMS HC THE SHAFTESBURY AVENUE SURGERY THE PALL MALL SURGERY THE PRACTICE NORTHUMBERLAND AVENUE THE VALKYRIE SURGERY NORTH SHOEBURY SURGERY DR SATHANANDANS PRACTICE Convenience of appointment: how the CCG’s practices compare Q 15. How convenient was the appointment you were able to get? CCG National average Percentage of patients saying their appointment was ‘convenient’ 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% %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 80% 81% Not very convenient Convenient Not at all convenient 20% 19% Not convenient/ unable to get an appointment Very convenient 14% 6% 39% 40% Local CCG range - % Convenient Practice range in CCG - % Convenient Lowest Performing Highest Performing 56% 97% 73% 88% * 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 (3, 044); Practice bases range from 20 to 118; CCG bases range from 2, 230 to 10, 890 25 © Ipsos MORI 15 -080216 -01 Version 1 | Public

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 26 Base: All those who remember whether or not they were able to get an appointment: National (734, 746); CCG (3, 044); Practice bases range from 20 to 118 THE LEIGH SURGERY DR SOORIAKUMARAN DR DHILLON'S SURGERY DR MALIK - KENT ELMS HC SCOTT PARK SURGERY Practices DR BEKAS MEDICAL CENTRE DR GUL, NEW WESTBOROUGH SURGERY WARRIOR SQUARE SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC LYDIA HOUSE PRACTICE DR MARASCO'S SURGERY WESTBOROUGH ROAD HEALTH CENTRE SOUTHEND MEDICAL CENTRE CARNARVON MEDICAL CENTRE DR KUMAR & PTNR - SHOEBURY HC NORTH AVENUE SURGERY HIGHLANDS SURGERY CENTRAL SURGERY - NORTH ROAD PCC THE PALL MALL SURGERY THE THORPE BAY SURGERY SOUTHBOURNE GROVE SURGERY THE SHAFTESBURY AVENUE SURGERY ST LUKE'S HEALTH CENTRE CCG THE VALKYRIE SURGERY DR KRISHNAN & PTNR - KENT ELMS HC EASTWOOD GROUP PRACTICE CENTRAL SURGERY - SOUTHCHURCH BLVD THE PRACTICE NORTHUMBERLAND AVENUE NORTH SHOEBURY SURGERY DR SATHANANDANS PRACTICE WEST ROAD SURGERY QUEENSWAY MEDICAL CENTRE 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) CCG 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

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 (401) 27 © 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 9% 100 6% 80 70 Very good Fairly good 32% 90 76 78 71 71 70 Neither good nor poor 16% 60 CCG National 70% 73% Good Fairly poor 50 40 Very poor 30 20 10 Comparison of results 10 14 10 37% 14 12 14% 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 40% 99% 66% 80% Base: All those completing a questionnaire: National (768, 706); CCG 2017 (3, 161); CCG 2016 (3, 475); CCG 2015 (3, 619); CCG 2014 (3, 816); CCG 2013 (4, 223); Practice bases range from 20 to 120; CCG bases range from 2, 317 to 11, 265 28 © 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 29 Base: All those completing a questionnaire: National (768, 706); CCG (3, 161); Practice bases range from 20 to 120 DR GUL, NEW WESTBOROUGH SURGERY THE LEIGH SURGERY DR DHILLON'S SURGERY WARRIOR SQUARE SURGERY LYDIA HOUSE PRACTICE Practices DR BEKAS MEDICAL CENTRE SCOTT PARK SURGERY DR MALIK - KENT ELMS HC DR MARASCO'S SURGERY DR SOORIAKUMARAN NORTH AVENUE SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC DR KUMAR & PTNR - SHOEBURY HC THE SHAFTESBURY AVENUE SURGERY SOUTHBOURNE GROVE SURGERY THE THORPE BAY SURGERY CARNARVON MEDICAL CENTRE ST LUKE'S HEALTH CENTRE CENTRAL SURGERY - SOUTHCHURCH BLVD CENTRAL SURGERY - NORTH ROAD PCC THE PALL MALL SURGERY DR KRISHNAN & PTNR - KENT ELMS HC CCG WESTBOROUGH ROAD HEALTH CENTRE EASTWOOD GROUP PRACTICE THE VALKYRIE SURGERY THE PRACTICE NORTHUMBERLAND AVENUE NORTH SHOEBURY SURGERY HIGHLANDS SURGERY DR SATHANANDANS PRACTICE SOUTHEND MEDICAL CENTRE WEST ROAD SURGERY QUEENSWAY MEDICAL CENTRE 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? 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% 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

Waiting times at the GP surgery 30 © 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 8% 100 7% 90 80 70 60 65 66 61 63 63 63% 40 30 20 I have to wait far too long 22% 50 28 32 27 30 Comparison of results No opinion/doesn't apply 29 10 0 June 2013 July 2014 July 2015 July 2016 July 2017 Practice range in CCG – % Don’t wait too long National 63% 58% Don’t wait too long 29% 33% Wait too long Lowest Performing Highest Performing 32% 94% 54% 68% 31 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 (3, 180); CCG 2016 (3, 506); CCG 2015 (3, 638); CCG 2014 (3, 822); CCG 2013 (4, 236); Practice bases range from 20 to 122; CCG bases range from 2, 335 to 11, 372 © Ipsos MORI CCG %Wait too long= %Wait a bit too long + %Wait far too long

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public 32 Base: All those completing a questionnaire: National (772, 842); CCG (3, 180); Practice bases range from 20 to 122 THE LEIGH SURGERY DR GUL, NEW WESTBOROUGH SURGERY NORTH AVENUE SURGERY THE SHAFTESBURY AVENUE SURGERY LYDIA HOUSE PRACTICE Practices SOUTHBOURNE GROVE SURGERY DR BEKAS MEDICAL CENTRE WEST ROAD SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC DR SOORIAKUMARAN WARRIOR SQUARE SURGERY DR SATHANANDANS PRACTICE THE PALL MALL SURGERY CENTRAL SURGERY - SOUTHCHURCH BLVD HIGHLANDS SURGERY DR DHILLON'S SURGERY DR MALIK - KENT ELMS HC THE VALKYRIE SURGERY CARNARVON MEDICAL CENTRE WESTBOROUGH ROAD HEALTH CENTRE DR KRISHNAN & PTNR - KENT ELMS HC CCG DR MARASCO'S SURGERY CENTRAL SURGERY - NORTH ROAD PCC EASTWOOD GROUP PRACTICE SOUTHEND MEDICAL CENTRE THORPE BAY SURGERY SCOTT PARK SURGERY THE PRACTICE NORTHUMBERLAND AVENUE ST LUKE'S HEALTH CENTRE NORTH SHOEBURY SURGERY DR KUMAR & PTNR - SHOEBURY HC QUEENSWAY MEDICAL CENTRE 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? 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% 10% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses

Perceptions of care at patients’ last GP appointment 33 © 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 Poor Neither good nor poor Good Very good National results % Poor (total) 4% 4% 3% 4% 4% CCG results % Poor (total) 4% 3% 11% 6% 4% 8% 4% 3% 12% 6% 4% 6% 3% 12% 39% 40% 39% 46% 45% 16% 38% 40% Very poor 37% 45% 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 (3, 157; 3, 152; 3, 038; 2, 860; 3, 101); National (767, 129; 765, 505; 735, 550; 707, 368; 754, 335) 34 © Ipsos MORI 15 -080216 -01 Version 1 | Public %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 94 95 6% % No 94 Comparison of results Yes, definitely 94 92 80 31% 70 Yes, to some extent CCG National 94% 95% Yes 6% 5% No No 60 50 63% 40 No, not at all 30 20 10 0 6 June 2013 8 6 5 July 2014 July 2015 6 July 2017 Practice range in CCG - % Yes Local CCG range - % Yes Lowest Performing Highest Performing 82% 100% 92% 96% Base: All those completing a questionnaire: National (754, 466); CCG 2017 (3, 106); CCG 2016 (3, 418); CCG 2015 (3, 556); CCG 2014 (3, 753); CCG 2013 (4, 154); Practice bases range from 19 to 119; CCG bases range from 2, 273 to 11, 036 35 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses 15 -080216 -01 Version 1 | Public 36 Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754, 466); CCG (3, 106); Practice bases range from 19 to 119 DR MARASCO'S SURGERY DR GUL, NEW WESTBOROUGH SURGERY THE LEIGH SURGERY LYDIA HOUSE PRACTICE DR SCHEMBRI & PARTNERS SHOEBURY HC Practices DR MALIK - KENT ELMS HC DR SATHANANDANS PRACTICE THE PALL MALL SURGERY SCOTT PARK SURGERY DR DHILLON'S SURGERY Percentage of patients saying they have trust and confidence in their GP SOUTHEND MEDICAL CENTRE CENTRAL SURGERY - NORTH ROAD PCC DR SOORIAKUMARAN THE SHAFTESBURY AVENUE SURGERY DR BEKAS MEDICAL CENTRE NORTH AVENUE SURGERY WEST ROAD SURGERY THE VALKYRIE SURGERY WARRIOR SQUARE SURGERY HIGHLANDS SURGERY DR KRISHNAN & PTNR - KENT ELMS HC CCG ST LUKE'S HEALTH CENTRE EASTWOOD GROUP PRACTICE THORPE BAY SURGERY QUEENSWAY MEDICAL CENTRE NORTH SHOEBURY SURGERY DR KUMAR & PTNR - SHOEBURY HC SOUTHBOURNE GROVE SURGERY WESTBOROUGH ROAD HEALTH CENTRE CARNARVON MEDICAL CENTRE CENTRAL SURGERY - SOUTHCHURCH BLVD THE PRACTICE NORTHUMBERLAND AVENUE 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. CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% %Yes = %Yes, definitely + %Yes, to some extent

Perceptions of care at patients’ last nurse appointment 37 © 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) 2% 1% 7% 2% 2% 5% 1% 6% 35% 36% 35% 58% 57% 12% 36% 51% 7% Very poor 36% 55% 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 (2, 741; 2, 719; 2, 629; 2, 384; 2, 679); National (690, 213; 684, 099; 665, 816; 607, 788; 675, 604) 38 © 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 97 97 % No 97 98 97 *Those who say ‘Don’t know/can’t say’ have been excluded from these results. Comparison of results Yes, definitely 23% 80 Yes, to some extent 70 CCG National 98% 97% Yes 60 50 40 No, not at all 75% 30 20 10 0 3 3 June 2013 3 July 2014 3 July 2015 2 July 2016 July 2017 Practice range in CCG - % Yes 3% No No Local CCG range - % Yes Lowest Performing Highest Performing 87% 100% 96% 99% Base: All those completing a questionnaire: National (683, 080); CCG 2017 (2, 697); CCG 2016 (2, 975); CCG 2015 (3, 066); CCG 2014 (3, 259); CCG 2013 (3, 581); Practice bases range from 14 to 116; CCG bases range from 2, 192 to 10, 330 39 © Ipsos MORI 2% 15 -080216 -01 Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 15 -080216 -01 Version 1 | Public Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses 40 Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683, 080); CCG (2, 697); Practice bases range from 14 to 116 DR GUL, NEW WESTBOROUGH SURGERY WARRIOR SQUARE SURGERY DR KUMAR & PTNR - SHOEBURY HC DR MALIK - KENT ELMS HC Practices DR SATHANANDANS PRACTICE CENTRAL SURGERY - NORTH ROAD PCC CENTRAL SURGERY - SOUTHCHURCH BLVD DR KRISHNAN & PTNR - KENT ELMS HC ST LUKE'S HEALTH CENTRE LYDIA HOUSE PRACTICE Percentage of patients saying they have trust and confidence in their nurse DR SCHEMBRI & PARTNERS SHOEBURY HC DR MARASCO'S SURGERY THE SHAFTESBURY AVENUE SURGERY WEST ROAD SURGERY EASTWOOD GROUP PRACTICE HIGHLANDS SURGERY DR SOORIAKUMARAN SCOTT PARK SURGERY THE LEIGH SURGERY NORTH AVENUE SURGERY SOUTHEND MEDICAL CENTRE THE PALL MALL SURGERY THE THORPE BAY SURGERY WESTBOROUGH ROAD HEALTH CENTRE CCG DR BEKAS MEDICAL CENTRE THE VALKYRIE SURGERY CARNARVON MEDICAL CENTRE THE PRACTICE NORTHUMBERLAND AVENUE SOUTHBOURNE GROVE SURGERY DR DHILLON'S SURGERY QUEENSWAY MEDICAL CENTRE NORTH SHOEBURY SURGERY 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. CCG National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with the practice’s opening hours 41 © 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 % Dissatisfied 6% 100 90 80 70 78 3%4% 75 75 74 50 40 30 10 40% 10 10 10 11 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 36% 11% 78 Comparison of results July 2016 July 2017 Practice range in CCG - % Satisfied Local CCG range - % Satisfied Lowest Performing Highest Performing 63% 96% 70% 80% Base: All those completing a questionnaire: National (795, 461); CCG 2017 (3, 341); CCG 2016 (3, 552); CCG 2015 (3, 739); CCG 2014 (3, 958); CCG 2013 (4, 248); Practice bases range from 21 to 128; CCG bases range from 2, 358 to 11, 658 42 © 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 43 Base: All those completing a questionnaire: National (795, 461); CCG (3, 341); Practice bases range from 21 to 128 DR GUL, NEW WESTBOROUGH SURGERY THE LEIGH SURGERY WARRIOR SQUARE SURGERY DR SOORIAKUMARAN DR KRISHNAN & PTNR - KENT ELMS HC Practices DR MARASCO'S SURGERY SCOTT PARK SURGERY DR SCHEMBRI & PARTNERS SHOEBURY HC THE PALL MALL SURGERY NORTH AVENUE SURGERY DR DHILLON'S SURGERY DR MALIK - KENT ELMS HC WEST ROAD SURGERY THE THORPE BAY SURGERY ST LUKE'S HEALTH CENTRE LYDIA HOUSE PRACTICE CARNARVON MEDICAL CENTRE THE SHAFTESBURY AVENUE SURGERY HIGHLANDS SURGERY CCG CENTRAL SURGERY - NORTH ROAD PCC SOUTHBOURNE GROVE SURGERY DR BEKAS MEDICAL CENTRE DR SATHANANDANS PRACTICE THE VALKYRIE SURGERY THE PRACTICE NORTHUMBERLAND AVENUE EASTWOOD GROUP PRACTICE DR KUMAR & PTNR - SHOEBURY HC CENTRAL SURGERY - SOUTHCHURCH BLVD WESTBOROUGH ROAD HEALTH CENTRE NORTH SHOEBURY SURGERY SOUTHEND MEDICAL CENTRE QUEENSWAY MEDICAL 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? CCG 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

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. 44 © 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 73% I contacted an NHS service by telephone 61% 31% 26% A health professional called me back A health professional visited me at home 4% 6% 35% 34% I went to A&E 17% I saw a pharmacist 11% 17% I went to another NHS service Can't remember 23% 3% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124, 736); CCG (547) 45 © 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 6% Comparison of results It was about right Latest About right 61% Took too long 33% It took too long 61% July 2016 About right Took too long 63% Don't know/doesn't apply 30% CCG National 61% About right 33% Took too long Local CCG range– % About right Lowest Performing Highest Performing 57% 75% * 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 (544); CCG 2016 (579); CCG bases range from 316 to 1, 842 46 © 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? Comparison of results CCG’s results CCG's results over time Yes, definitely 7% Latest 9% Yes 85% No 9% 41% Yes, to some extent No, not at all July 2016 Yes 82% No 12% 44% Don't know/can't say CCG National 85% 87% Yes 9% 9% No No Local CCG range– % Yes Lowest Performing Highest Performing 82% 92% * 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 (543); CCG 2016 (576); CCG bases range from 315 to 1, 842 47 © 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? 9% Latest Good 63% Poor 18% Very good 4% Fairly good 28% 9% Neither good nor poor Good Poor 66% CCG National 63% 66% Good 18% 15% Poor Fairly poor 15% July 2016 Comparison of results CCG’s results CCGs’ results over time Very poor 35% Don't know/can't say 14% Local CCG range - % Good Lowest Performing Highest Performing 61% 74% * 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 (542); CCG 2016 (581); CCG bases range from 313 to 1, 845 48 © Ipsos MORI 15 -080216 -01 Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 49 © 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. 50 © Ipsos MORI 15 -080216 -01 Version 1 | Public

Want to know more? 51 © 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 52 © 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 53 © 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. Survey@Ipsos-MORI. 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 54 © Ipsos MORI 15 -080216 -01 Version 1 | Public