NHS TEES VALLEY CCG Latest survey results 2020

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

Contents Background, introduction and guidance Overall experience of GP practice Local GP services Access to online services Making an appointment Perceptions of care at patients’ last appointment Managing health conditions Satisfaction with general practice appointment times Services when GP practice is closed Statistical reliability Want to know more? 2 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gp-patient. co. uk/. • This slide pack presents some of the key results for NHS TEES VALLEY CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS TEES VALLEY CCG, 27, 139 questionnaires were sent out, and 8, 904 were returned completed. This represents a response rate of 33%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services - Making an appointment • The data provide a snapshot of patient experience at a given time, and are updated annually. • There is variation in practice-level response rates, leading to variation in levels of uncertainty around practice-level results. Data users are encouraged to use insight from GPPS as one element of evidence when considering patients' experiences of general practice. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. • Where available, packs include trend data beginning in 2018. Following the extensive changes to the questionnaire in 2018, all questions at CCG and practice level are not comparable prior to this year. - Your last appointment - Overall experience - Your health - When your GP practice is closed - NHS Dentistry - Some questions about you • • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations. The survey has limitations: - Sample sizes at practice level are relatively small. The survey does not include qualitative data, which limits the detail provided by the results. 5 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Guidance on how to use the data The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services: • Comparison of a CCG’s results against the national average: this allows benchmarking of the results to identify whether the CCG is performing well, poorly, or in line with others. The CCG may wish to focus on areas where it compares less favourably. • Considering questions where there is a larger range in responses among practices or CCGs: this highlights areas in which greater improvements may be possible, as some CCGs or practices are performing significantly better than others nearby. The CCG may wish to focus on areas with a larger range in the results. • Comparison of practices’ results within a CCG: this can identify practices within a CCG that seem to be over-performing or under-performing compared with others. The CCG may wish to work with individual practices: those that are performing particularly well may be able to highlight best practice, while those performing less well may be able to improve their performance. • Comparison of CCGs’ results within a region: region as described in this report is based on NHS England regions, further information about these regions can be found here: https: //www. england. nhs. uk/about/regional -area-teams/ *Images used in this slide are for example purposes only 6 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *

Interpreting the results • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • All comparisons are indicative only. Differences may not be statistically significant – particular care should be taken when comparing practices due to smaller numbers of responses at this level. • For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. • Maps: CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. • When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. 100% Trends: • * More than 0% but less than 0. 5% Latest: refers to the 2020 publication (fieldwork January to March 2020) 2019: refers to the July 2019 publication (fieldwork January to March 2019) 2018: refers to the August 2018 publication (fieldwork January to March 2018) For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Where results do not sum to 100%, or where individual responses (e. g. fairly good; very good) do not sum to combined responses (e. g. very/fairly good) this is due to rounding, or cases where multiple responses are allowed.

Overall experience of GP practice 8 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results over time % Good 5% 90 80 Fairly good 47% % Poor 100 Very good 11% Comparison of results New CCG – no trend data available 70 60 Neither good nor poor 50 82 40 36% Fairly poor Very poor 30 20 10 0 00 2018 00 7 2019 2020 National 82% Good 7% 7% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 55% 100% 74% 89% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (8, 543); Practice bases range from 22 to 135; CCG bases range from 953 to 9, 750 9 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

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

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 55% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 22 to 135 %Good = %Very good + %Fairly good 11 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (8, 543); Practice bases range from 22 to 135 CHADWICK PRACTICE DENMARK STREET SURGERY CLIFTON COURT MEDICAL PRACTICE CCG KINGS MEDICAL CENTRE BANKHOUSE SURGERY GLADSTONE HOUSE SURGERY THORNTREE SURGERY MARSH HOUSE MEDICAL PRACTICE Practices CCG THE ESTON SURGERY HIRSEL MEDICAL CENTRE THE ERIMUS PRACTICE THE DOVECOT SURGERY Percentage of patients saying ‘good’ NEASHAM ROAD SURGERY WOODLANDS FAMILY MEDICAL CENTRE HART MEDICAL PRACTICE NEWLANDS MEDICAL CENTRE HAVELOCK GRANGE PRACTICE CROSSFELL HEALTH CENTRE CARMEL MEDICAL PRACTICE WHINFIELD MEDICAL PRACTICE MCKENZIE GROUP PRACTICE THE GREEN HOUSE SURGERY THORNABY & BARWICK MEDICAL GROUP PROSPECT SURGERY LINTHORPE SURGERY SOUTH GRANGE MEDICAL GROUP PRACTICE NORTON MEDICAL CENTRE THE ENDEAVOUR PRACTICE MCKENZIE HOUSE SURGERY THE MANOR HOUSE SURGERY BENTLEY MEDICAL PRACTICE BLUEBELL MEDICAL CENTRE PARKGATE SURGERY THE ROSEBERRY PRACTICE MOORLANDS SURGERY PARK SURGERY HILLSIDE PRACTICE ZETLAND MEDICAL PRACTICE WOODSIDE SURGERY VILLAGE MEDICAL CENTRE CAMBRIDGE MEDICAL GROUP WOODBRIDGE PRACTICE THE COATHAM ROAD SURGERY Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (8, 543); Practice bases range from 22 to 135 ROCKLIFFE COURT SURGERY Practices ORCHARD COURT SURGERY MELROSE SURGERY DR RASOOL BROTTON SURGERY ELM TREE SURGERY Percentage of patients saying ‘good’ PARK LANE SURGERY BOROUGH ROAD & NUNTHORPE MEDICAL GROUP YARM MEDICAL PRACTICE FOUNDATIONS -HARRIS STREET HUNTCLIFF SURGERY ALMA MEDICAL CENTRE BLACKETTS MEDICAL PRACTICE FOUNDATIONS ST GEORGE'S MEDICAL PRACTICE WEST VIEW MILLENIUM SURGERY A THE PATEL PRACTICE THE DENSHAM SURGERY THE ARRIVAL PRACTICE PARKWAY MEDICAL CENTRE THE KOH PRACTICE THE GARTH THE SALTSCAR SURGERY TENNANT STREET MEDICAL PRACTICE SPRINGWOOD SURGERY THE RAVENSCAR SURGERY QUEENS PARK MEDICAL CENTRE RIVERSIDE MEDICAL PRACTICE THE HEADLAND MEDICAL CENTRE QUEENSTREE PRACTICE THE DISCOVERY PRACTICE COULBY MEDICAL PRACTICE EAGLESCLIFFE MEDICAL PRACTICE WESTBOURNE MEDICAL CENTRE KINGSWAY MEDICAL CENTRE NORMANBY MEDICAL CENTRE MARTONSIDE MEDICAL CENTRE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Local GP services 14 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 15% 19% Very easy Fairly easy 23% Not very easy 42% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 2018 CCG National 61% 65% 61 Easy 39 39% 35% Not easy New CCG – no trend data available 00 Comparison of results 00 2019 Practice range within CCG – % Easy 2020 CCG range within region – % Easy Lowest Performing Highest Performing 22% 100% 46% 81% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (8, 496); Practice bases range from 22 to 133; CCG bases range from 941 to 9, 674 15 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 16 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (8, 496); Practice bases range from 22 to 133 THE ERIMUS PRACTICE FOUNDATIONS QUEENS PARK MEDICAL CENTRE NORMANBY MEDICAL CENTRE CCG BANKHOUSE SURGERY SPRINGWOOD SURGERY ZETLAND MEDICAL PRACTICE SOUTH GRANGE MEDICAL GROUP PRACTICE Practices CLIFTON COURT MEDICAL PRACTICE CCG CARMEL MEDICAL PRACTICE HART MEDICAL PRACTICE THE DOVECOT SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone LINTHORPE SURGERY WHINFIELD MEDICAL PRACTICE BLUEBELL MEDICAL CENTRE WOODSIDE SURGERY GLADSTONE HOUSE SURGERY ALMA MEDICAL CENTRE THORNABY & BARWICK MEDICAL GROUP PARK SURGERY THE MANOR HOUSE SURGERY THE DENSHAM SURGERY BENTLEY MEDICAL PRACTICE CHADWICK PRACTICE NEASHAM ROAD SURGERY DENMARK STREET SURGERY CAMBRIDGE MEDICAL GROUP NEWLANDS MEDICAL CENTRE MOORLANDS SURGERY THE ESTON SURGERY THE ROSEBERRY PRACTICE COULBY MEDICAL PRACTICE WOODLANDS FAMILY MEDICAL CENTRE HIRSEL MEDICAL CENTRE WOODBRIDGE PRACTICE VILLAGE MEDICAL CENTRE CROSSFELL HEALTH CENTRE THE COATHAM ROAD SURGERY MCKENZIE GROUP PRACTICE HILLSIDE PRACTICE HAVELOCK GRANGE PRACTICE NORTON MEDICAL CENTRE MCKENZIE HOUSE SURGERY Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (8, 496); Practice bases range from 22 to 133 THE PATEL PRACTICE Practices DR RASOOL ST GEORGE'S MEDICAL PRACTICE THE HEADLAND MEDICAL CENTRE ORCHARD COURT SURGERY ELM TREE SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone THE RAVENSCAR SURGERY BLACKETTS MEDICAL PRACTICE MELROSE SURGERY ROCKLIFFE COURT SURGERY FOUNDATIONS -HARRIS STREET THE ARRIVAL PRACTICE WEST VIEW MILLENIUM SURGERY A RIVERSIDE MEDICAL PRACTICE PARK LANE SURGERY HUNTCLIFF SURGERY THE SALTSCAR SURGERY QUEENSTREE PRACTICE PARKWAY MEDICAL CENTRE EAGLESCLIFFE MEDICAL PRACTICE KINGSWAY MEDICAL CENTRE PROSPECT SURGERY THE KOH PRACTICE MARSH HOUSE MEDICAL PRACTICE WESTBOURNE MEDICAL CENTRE THE GARTH THE DISCOVERY PRACTICE MARTONSIDE MEDICAL CENTRE YARM MEDICAL PRACTICE BROTTON SURGERY THORNTREE SURGERY BOROUGH ROAD & NUNTHORPE MEDICAL GROUP THE ENDEAVOUR PRACTICE THE GREEN HOUSE SURGERY PARKGATE SURGERY KINGS MEDICAL CENTRE TENNANT STREET MEDICAL PRACTICE Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 8% Very helpful 44% 45% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not helpful 90 New CCG – no trend data available 00 2018 00 10 2019 2020 National 90% 89% Helpful 10% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 72% 100% 84% 94% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (8, 608); Practice bases range from 23 to 135; CCG bases range from 951 to 9, 811 18 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 19 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (8, 608); Practice bases range from 23 to 135 MCKENZIE HOUSE SURGERY MCKENZIE GROUP PRACTICE THE MANOR HOUSE SURGERY CCG PARK SURGERY GLADSTONE HOUSE SURGERY THE DISCOVERY PRACTICE CCG DENMARK STREET SURGERY Practices CLIFTON COURT MEDICAL PRACTICE THE ROSEBERRY PRACTICE COULBY MEDICAL PRACTICE THORNABY & BARWICK MEDICAL GROUP CHADWICK PRACTICE Percentage of patients saying receptionists at the GP practice are ‘helpful’ BLUEBELL MEDICAL CENTRE THE SALTSCAR SURGERY SOUTH GRANGE MEDICAL GROUP PRACTICE HART MEDICAL PRACTICE NORMANBY MEDICAL CENTRE WESTBOURNE MEDICAL CENTRE BANKHOUSE SURGERY MARSH HOUSE MEDICAL PRACTICE THE ERIMUS PRACTICE NEWLANDS MEDICAL CENTRE THE ENDEAVOUR PRACTICE MARTONSIDE MEDICAL CENTRE PARKGATE SURGERY MOORLANDS SURGERY WHINFIELD MEDICAL PRACTICE NORTON MEDICAL CENTRE NEASHAM ROAD SURGERY THE DENSHAM SURGERY CARMEL MEDICAL PRACTICE WOODLANDS FAMILY MEDICAL CENTRE WOODBRIDGE PRACTICE HIRSEL MEDICAL CENTRE QUEENS PARK MEDICAL CENTRE HILLSIDE PRACTICE HAVELOCK GRANGE PRACTICE BENTLEY MEDICAL PRACTICE ZETLAND MEDICAL PRACTICE WOODSIDE SURGERY THE COATHAM ROAD SURGERY VILLAGE MEDICAL CENTRE CAMBRIDGE MEDICAL GROUP Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 20 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (8, 608); Practice bases range from 23 to 135 ROCKLIFFE COURT SURGERY Practices BLACKETTS MEDICAL PRACTICE DR RASOOL QUEENSTREE PRACTICE ORCHARD COURT SURGERY WEST VIEW MILLENIUM SURGERY A Percentage of patients saying receptionists at the GP practice are ‘helpful’ THE HEADLAND MEDICAL CENTRE THE GREEN HOUSE SURGERY PROSPECT SURGERY BROTTON SURGERY ST GEORGE'S MEDICAL PRACTICE THE PATEL PRACTICE ELM TREE SURGERY THE DOVECOT SURGERY THE ARRIVAL PRACTICE THORNTREE SURGERY PARK LANE SURGERY MELROSE SURGERY THE RAVENSCAR SURGERY FOUNDATIONS -HARRIS STREET ALMA MEDICAL CENTRE CROSSFELL HEALTH CENTRE TENNANT STREET MEDICAL PRACTICE THE KOH PRACTICE BOROUGH ROAD & NUNTHORPE MEDICAL GROUP SPRINGWOOD SURGERY YARM MEDICAL PRACTICE FOUNDATIONS HUNTCLIFF SURGERY PARKWAY MEDICAL CENTRE THE ESTON SURGERY KINGSWAY MEDICAL CENTRE KINGS MEDICAL CENTRE EAGLESCLIFFE MEDICAL PRACTICE THE GARTH LINTHORPE SURGERY RIVERSIDE MEDICAL PRACTICE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

Access to online services 21 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Awareness of online services Percentage aware of online services offered by GP practice Q 4. As far as you know, which of the following online services does your GP practice offer? 100 90 80 70 Practice range within CCG 60 50 *% *% *% 40 30 *% 20 *% *% 10 0 Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (716, 915); CCG 2020 (8, 637); Practice bases range from 23 to 132 22 © Ipsos MORI *% 19 -071809 -01 | Version 1 | Public *% None of these Don't know CCG National

Online service use Percentage used online services in past 12 months Q 5. Which of the following general practice online services have you used in the past 12 months? 100 90 80 *% 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (723, 567); CCG 2020 (8, 720); Practice bases range from 24 to 136 23 19 -071809 -01 | Version 1 | Public *% Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% None of these

Ease of use of online services Q 6. How easy is it to use your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 5% 14% 28% Very easy Fairly easy Not very easy 52% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy New CCG – no trend data available 80 20 00 2018 00 2019 2020 CCG National 80% 76% Easy 20% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 52% 100% 69% 84% *Those who say ‘Haven’t tried’ (62%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 174); Practice bases range from 21 to 67; CCG bases range from 389 to 3, 786 24 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 25 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 174); Practice bases range from 21 to 67 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy COULBY MEDICAL PRACTICE KINGS MEDICAL CENTRE THE ERIMUS PRACTICE CCG NORTON MEDICAL CENTRE THE DENSHAM SURGERY HART MEDICAL PRACTICE WHINFIELD MEDICAL PRACTICE THE KOH PRACTICE Practices CCG ST GEORGE'S MEDICAL PRACTICE RIVERSIDE MEDICAL PRACTICE MCKENZIE GROUP PRACTICE MARTONSIDE MEDICAL CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website THE DOVECOT SURGERY QUEENS PARK MEDICAL CENTRE GLADSTONE HOUSE SURGERY BOROUGH ROAD & NUNTHORPE MEDICAL GROUP QUEENSTREE PRACTICE THE DISCOVERY PRACTICE NORMANBY MEDICAL CENTRE CARMEL MEDICAL PRACTICE THE HEADLAND MEDICAL CENTRE SOUTH GRANGE MEDICAL GROUP PRACTICE THE GARTH PARK SURGERY ZETLAND MEDICAL PRACTICE NEWLANDS MEDICAL CENTRE HAVELOCK GRANGE PRACTICE THE ARRIVAL PRACTICE KINGSWAY MEDICAL CENTRE THE MANOR HOUSE SURGERY MCKENZIE HOUSE SURGERY HILLSIDE PRACTICE WOODSIDE SURGERY WOODLANDS FAMILY MEDICAL CENTRE BENTLEY MEDICAL PRACTICE THE ENDEAVOUR PRACTICE CLIFTON COURT MEDICAL PRACTICE WOODBRIDGE PRACTICE ALMA MEDICAL CENTRE HIRSEL MEDICAL CENTRE CAMBRIDGE MEDICAL GROUP THE COATHAM ROAD SURGERY VILLAGE MEDICAL CENTRE Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 26 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 174); Practice bases range from 21 to 67 MELROSE SURGERY PARK LANE SURGERY THE PATEL PRACTICE Percentage of patients saying it is ‘easy’ to use their GP practice’s website TENNANT STREET MEDICAL PRACTICE BROTTON SURGERY DR RASOOL WEST VIEW MILLENIUM SURGERY A THE RAVENSCAR SURGERY ORCHARD COURT SURGERY SPRINGWOOD SURGERY BLUEBELL MEDICAL CENTRE ROCKLIFFE COURT SURGERY CHADWICK PRACTICE HUNTCLIFF SURGERY PARKWAY MEDICAL CENTRE THE GREEN HOUSE SURGERY EAGLESCLIFFE MEDICAL PRACTICE THE ESTON SURGERY WESTBOURNE MEDICAL CENTRE THORNABY & BARWICK MEDICAL GROUP BANKHOUSE SURGERY NEASHAM ROAD SURGERY THE SALTSCAR SURGERY PROSPECT SURGERY ELM TREE SURGERY MARSH HOUSE MEDICAL PRACTICE YARM MEDICAL PRACTICE LINTHORPE SURGERY PARKGATE SURGERY DENMARK STREET SURGERY BLACKETTS MEDICAL PRACTICE MOORLANDS SURGERY CROSSFELL HEALTH CENTRE THE ROSEBERRY PRACTICE Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Making an appointment 27 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Choice of appointment Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG’s results over time CCG’s results Yes, a choice of place Yes, a choice of time or day Yes, a choice of healthcare professional % Yes 12% 100 90 80 70 60 50 40 30 20 10 0 50% 11% No, I was not offered a choice of appointment 40% % No New CCG – no trend data available 00 2018 00 Comparison of results 2019 60 National 60% Yes 40% No No 40 2020 CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 27% 98% 51% 68% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (564, 341); CCG 2020 (6, 841); Practice bases range from 20 to 112; CCG bases range from 748 to 7, 818 28 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 29 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (6, 841); Practice bases range from 20 to 112 THE GARTH TENNANT STREET MEDICAL PRACTICE MARSH HOUSE MEDICAL PRACTICE CCG THE ESTON SURGERY NEASHAM ROAD SURGERY THE SALTSCAR SURGERY CROSSFELL HEALTH CENTRE BANKHOUSE SURGERY Practices CCG CLIFTON COURT MEDICAL PRACTICE PARKGATE SURGERY NEWLANDS MEDICAL CENTRE GLADSTONE HOUSE SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment THE DENSHAM SURGERY ZETLAND MEDICAL PRACTICE THE ERIMUS PRACTICE MCKENZIE HOUSE SURGERY THORNABY & BARWICK MEDICAL GROUP HAVELOCK GRANGE PRACTICE MARTONSIDE MEDICAL CENTRE PARK SURGERY BENTLEY MEDICAL PRACTICE BLUEBELL MEDICAL CENTRE THE MANOR HOUSE SURGERY THE ENDEAVOUR PRACTICE MOORLANDS SURGERY NORMANBY MEDICAL CENTRE CHADWICK PRACTICE HIRSEL MEDICAL CENTRE QUEENS PARK MEDICAL CENTRE WOODLANDS FAMILY MEDICAL CENTRE NORTON MEDICAL CENTRE WOODBRIDGE PRACTICE THORNTREE SURGERY MCKENZIE GROUP PRACTICE CAMBRIDGE MEDICAL GROUP HART MEDICAL PRACTICE HILLSIDE PRACTICE WHINFIELD MEDICAL PRACTICE COULBY MEDICAL PRACTICE CARMEL MEDICAL PRACTICE VILLAGE MEDICAL CENTRE THE ROSEBERRY PRACTICE THE COATHAM ROAD SURGERY Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 30 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (6, 841); Practice bases range from 20 to 112 ROCKLIFFE COURT SURGERY Practices DR RASOOL ORCHARD COURT SURGERY THE HEADLAND MEDICAL CENTRE THE RAVENSCAR SURGERY ELM TREE SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment MELROSE SURGERY THE ARRIVAL PRACTICE ST GEORGE'S MEDICAL PRACTICE FOUNDATIONS -HARRIS STREET WEST VIEW MILLENIUM SURGERY A WESTBOURNE MEDICAL CENTRE BLACKETTS MEDICAL PRACTICE PARK LANE SURGERY BOROUGH ROAD & NUNTHORPE MEDICAL GROUP THE KOH PRACTICE BROTTON SURGERY HUNTCLIFF SURGERY SPRINGWOOD SURGERY THE GREEN HOUSE SURGERY KINGS MEDICAL CENTRE THE PATEL PRACTICE PARKWAY MEDICAL CENTRE PROSPECT SURGERY KINGSWAY MEDICAL CENTRE EAGLESCLIFFE MEDICAL PRACTICE QUEENSTREE PRACTICE DENMARK STREET SURGERY FOUNDATIONS THE DISCOVERY PRACTICE LINTHORPE SURGERY YARM MEDICAL PRACTICE ALMA MEDICAL CENTRE WOODSIDE SURGERY SOUTH GRANGE MEDICAL GROUP PRACTICE THE DOVECOT SURGERY RIVERSIDE MEDICAL PRACTICE Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG’s results over time % Yes 6% Yes, and I accepted an appointment 19% No, but I still took an appointment 75% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No New CCG – no trend data available 2018 00 2019 National 75% 73% Yes, took appt 75 25 00 CCG 2020 Yes, took appt 19% 21% No, took appt 6% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 48% 99% 67% 80% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (8, 215); Practice bases range from 22 to 130; CCG bases range from 908 to 9, 390 31 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 32 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (8, 215); Practice bases range from 22 to 130 THE ARRIVAL PRACTICE THORNTREE SURGERY THE PATEL PRACTICE CCG KINGSWAY MEDICAL CENTRE MCKENZIE HOUSE SURGERY NEWLANDS MEDICAL CENTRE CCG CLIFTON COURT MEDICAL PRACTICE Practices GLADSTONE HOUSE SURGERY THE DISCOVERY PRACTICE COULBY MEDICAL PRACTICE THE GREEN HOUSE SURGERY MARTONSIDE MEDICAL CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered BENTLEY MEDICAL PRACTICE PARKGATE SURGERY DENMARK STREET SURGERY CARMEL MEDICAL PRACTICE THE ROSEBERRY PRACTICE WOODSIDE SURGERY SOUTH GRANGE MEDICAL GROUP PRACTICE THE ERIMUS PRACTICE HILLSIDE PRACTICE HART MEDICAL PRACTICE NORMANBY MEDICAL CENTRE BANKHOUSE SURGERY FOUNDATIONS THE SALTSCAR SURGERY MCKENZIE GROUP PRACTICE HIRSEL MEDICAL CENTRE NORTON MEDICAL CENTRE THE ENDEAVOUR PRACTICE QUEENS PARK MEDICAL CENTRE MOORLANDS SURGERY THE MANOR HOUSE SURGERY CHADWICK PRACTICE WOODLANDS FAMILY MEDICAL CENTRE WHINFIELD MEDICAL PRACTICE ZETLAND MEDICAL PRACTICE HAVELOCK GRANGE PRACTICE PARK SURGERY CAMBRIDGE MEDICAL GROUP WOODBRIDGE PRACTICE VILLAGE MEDICAL CENTRE THE COATHAM ROAD SURGERY Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 33 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (8, 215); Practice bases range from 22 to 130 ORCHARD COURT SURGERY Practices ROCKLIFFE COURT SURGERY THE RAVENSCAR SURGERY DR RASOOL FOUNDATIONS -HARRIS STREET ELM TREE SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered MELROSE SURGERY THE HEADLAND MEDICAL CENTRE ST GEORGE'S MEDICAL PRACTICE THE KOH PRACTICE RIVERSIDE MEDICAL PRACTICE WESTBOURNE MEDICAL CENTRE HUNTCLIFF SURGERY QUEENSTREE PRACTICE PARK LANE SURGERY BROTTON SURGERY BLACKETTS MEDICAL PRACTICE PARKWAY MEDICAL CENTRE KINGS MEDICAL CENTRE THE DOVECOT SURGERY WEST VIEW MILLENIUM SURGERY A ALMA MEDICAL CENTRE THE ESTON SURGERY BOROUGH ROAD & NUNTHORPE MEDICAL GROUP SPRINGWOOD SURGERY CROSSFELL HEALTH CENTRE TENNANT STREET MEDICAL PRACTICE PROSPECT SURGERY NEASHAM ROAD SURGERY EAGLESCLIFFE MEDICAL PRACTICE THE GARTH THE DENSHAM SURGERY LINTHORPE SURGERY MARSH HOUSE MEDICAL PRACTICE THORNABY & BARWICK MEDICAL GROUP YARM MEDICAL PRACTICE BLUEBELL MEDICAL CENTRE Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% National

What patients do when they are not satisfied with the appointment offered and do not take it Of those who declined an appointment, percentage who went on to do something else Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% CCG 60% National 50% 40% *% 30% 20% *% *% 10% 0% *% *% *% Got an Called an NHS Went to A&E appointment for helpline, such as a different day NHS 111 *% *% Spoke to a pharmacist *% *% *% Went to or Decided to contacted contact my another NHS practice another service time Comparisons are indicative only: differences may not be statistically significant Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34, 909); CCG 2020 (387) 34 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% *% *% Looked for information online *% *% Spoke to a Didn’t see or friend or family speak to anyone member

Overall experience of making an appointment Q 22. Overall, how would you describe your experience of making an appointment? CCG’s results over time CCG’s results 6% 11% 28% 16% % Good Very good Fairly good Neither good nor poor Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor New CCG – no trend data available 67 17 00 2018 00 2019 2020 National 67% 65% Good 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 38% 99% 55% 75% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (8, 094); Practice bases range from 22 to 132; CCG bases range from 893 to 9, 276 35 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 36 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (8, 094); Practice bases range from 22 to 132 THE SALTSCAR SURGERY CROSSFELL HEALTH CENTRE THORNTREE SURGERY CCG THE ESTON SURGERY KINGS MEDICAL CENTRE HART MEDICAL PRACTICE CCG PARKGATE SURGERY Practices WHINFIELD MEDICAL PRACTICE MARSH HOUSE MEDICAL PRACTICE THE ERIMUS PRACTICE NEASHAM ROAD SURGERY NEWLANDS MEDICAL CENTRE Percentage of patients saying they had a ‘good’ experience of making an appointment LINTHORPE SURGERY NORMANBY MEDICAL CENTRE GLADSTONE HOUSE SURGERY MARTONSIDE MEDICAL CENTRE BANKHOUSE SURGERY CLIFTON COURT MEDICAL PRACTICE MOORLANDS SURGERY ALMA MEDICAL CENTRE PARK SURGERY BLUEBELL MEDICAL CENTRE THE DENSHAM SURGERY WOODSIDE SURGERY NORTON MEDICAL CENTRE BENTLEY MEDICAL PRACTICE THORNABY & BARWICK MEDICAL GROUP QUEENS PARK MEDICAL CENTRE COULBY MEDICAL PRACTICE THE MANOR HOUSE SURGERY HIRSEL MEDICAL CENTRE WOODLANDS FAMILY MEDICAL CENTRE THE ROSEBERRY PRACTICE MCKENZIE GROUP PRACTICE MCKENZIE HOUSE SURGERY CHADWICK PRACTICE ZETLAND MEDICAL PRACTICE HILLSIDE PRACTICE VILLAGE MEDICAL CENTRE WOODBRIDGE PRACTICE HAVELOCK GRANGE PRACTICE CAMBRIDGE MEDICAL GROUP THE COATHAM ROAD SURGERY Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 37 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (8, 094); Practice bases range from 22 to 132 ORCHARD COURT SURGERY Practices DR RASOOL ROCKLIFFE COURT SURGERY THE RAVENSCAR SURGERY FOUNDATIONS -HARRIS STREET ELM TREE SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment THE HEADLAND MEDICAL CENTRE ST GEORGE'S MEDICAL PRACTICE MELROSE SURGERY THE KOH PRACTICE PARKWAY MEDICAL CENTRE BROTTON SURGERY HUNTCLIFF SURGERY PARK LANE SURGERY THE ARRIVAL PRACTICE BOROUGH ROAD & NUNTHORPE MEDICAL GROUP WEST VIEW MILLENIUM SURGERY A RIVERSIDE MEDICAL PRACTICE QUEENSTREE PRACTICE PROSPECT SURGERY WESTBOURNE MEDICAL CENTRE TENNANT STREET MEDICAL PRACTICE BLACKETTS MEDICAL PRACTICE FOUNDATIONS EAGLESCLIFFE MEDICAL PRACTICE THE PATEL PRACTICE THE GREEN HOUSE SURGERY THE GARTH THE DISCOVERY PRACTICE SOUTH GRANGE MEDICAL GROUP PRACTICE YARM MEDICAL PRACTICE KINGSWAY MEDICAL CENTRE CARMEL MEDICAL PRACTICE THE DOVECOT SURGERY THE ENDEAVOUR PRACTICE SPRINGWOOD SURGERY DENMARK STREET SURGERY Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 38 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 3% 4% 4% Listening to you Treating you with care and concern 9% 3% 7% 3% 8% 37% 35% 34% 50% 53% Giving you enough time Very poor Very good Giving you enough time Very good Listening to you Good Neither good nor poor Treating you with care and concern Poor Very poor Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (678, 664; 676, 845; 676, 130); CCG 2020 (8, 239; 8, 213; 8, 195) 39 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 6% 5% 6% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 6% 5% 6% 33% 25% 30% 61% 69% 64% No, not at all Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (603, 943; 667, 229; 663, 675); CCG 2020 (7, 349; 8, 135; 8, 070) 40 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 14% Yes, definitely 31% 55% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No New CCG – no trend data available 86 14 00 2018 00 2019 Practice range within CCG – % Yes 2020 CCG National 86% 85% Yes 14% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 70% 100% 81% 89% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (277, 005); CCG 2020 (3, 587); Practice bases range from 20 to 72; CCG bases range from 351 to 3, 868 41 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 42 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Support with managing long-term conditions, disabilities, or illnesses Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 21% 42% Yes, definitely Yes, to some extent No, not at all 37% 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No New CCG – no trend data available 79 21 00 2018 00 2019 2020 National 79% 77% Yes 21% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 48% 97% 74% 82% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (3, 695); Practice bases range from 11 to 71; CCG bases range from 390 to 3, 921 43 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 44 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (3, 695); Practice bases range from 11 to 71 ZETLAND MEDICAL PRACTICE FOUNDATIONS EAGLESCLIFFE MEDICAL PRACTICE CCG QUEENS PARK MEDICAL CENTRE CCG THE RAVENSCAR SURGERY DENMARK STREET SURGERY CLIFTON COURT MEDICAL PRACTICE Practices THE ARRIVAL PRACTICE NORTON MEDICAL CENTRE WESTBOURNE MEDICAL CENTRE NEASHAM ROAD SURGERY HUNTCLIFF SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) THE ROSEBERRY PRACTICE KINGSWAY MEDICAL CENTRE YARM MEDICAL PRACTICE THE GREEN HOUSE SURGERY THE COATHAM ROAD SURGERY CROSSFELL HEALTH CENTRE VILLAGE MEDICAL CENTRE BENTLEY MEDICAL PRACTICE HART MEDICAL PRACTICE THE MANOR HOUSE SURGERY SOUTH GRANGE MEDICAL GROUP PRACTICE BLACKETTS MEDICAL PRACTICE THE ESTON SURGERY THORNTREE SURGERY PARKWAY MEDICAL CENTRE HIRSEL MEDICAL CENTRE THORNABY & BARWICK MEDICAL GROUP CAMBRIDGE MEDICAL GROUP CHADWICK PRACTICE BANKHOUSE SURGERY GLADSTONE HOUSE SURGERY PARK SURGERY MCKENZIE GROUP PRACTICE THE DISCOVERY PRACTICE WOODBRIDGE PRACTICE WEST VIEW MILLENIUM SURGERY A PROSPECT SURGERY THE ENDEAVOUR PRACTICE NORMANBY MEDICAL CENTRE KINGS MEDICAL CENTRE FOUNDATIONS -HARRIS STREET Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

COULBY MEDICAL PRACTICE 0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 45 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (3, 695); Practice bases range from 11 to 71 ROCKLIFFE COURT SURGERY Practices WOODSIDE SURGERY THE GARTH THE DENSHAM SURGERY TENNANT STREET MEDICAL PRACTICE PARK LANE SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) THE HEADLAND MEDICAL CENTRE HAVELOCK GRANGE PRACTICE ORCHARD COURT SURGERY WOODLANDS FAMILY MEDICAL CENTRE QUEENSTREE PRACTICE CARMEL MEDICAL PRACTICE THE SALTSCAR SURGERY THE DOVECOT SURGERY RIVERSIDE MEDICAL PRACTICE THE PATEL PRACTICE MARTONSIDE MEDICAL CENTRE SPRINGWOOD SURGERY ST GEORGE'S MEDICAL PRACTICE MOORLANDS SURGERY MELROSE SURGERY BROTTON SURGERY PARKGATE SURGERY THE ERIMUS PRACTICE HILLSIDE PRACTICE BLUEBELL MEDICAL CENTRE WHINFIELD MEDICAL PRACTICE DR RASOOL THE KOH PRACTICE NEWLANDS MEDICAL CENTRE ELM TREE SURGERY MCKENZIE HOUSE SURGERY LINTHORPE SURGERY ALMA MEDICAL CENTRE MARSH HOUSE MEDICAL PRACTICE BOROUGH ROAD & NUNTHORPE MEDICAL GROUP Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with general practice appointment times 46 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results over time Very satisfied % Satisfied 8% 24% 10% Fairly satisfied Neither satisfied nor dissatisfied 17% Fairly dissatisfied 41% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 2018 00 CCG National 64% 63% 64 Satisfied 18 18% 19% Dissatisfied New CCG – no trend data available 00 Comparison of results 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 26% 97% 55% 70% *Those who say ‘I’m not sure when I can get an appointment’ (2%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (7, 985); Practice bases range from 24 to 128; CCG bases range from 882 to 9, 127 47 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 48 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (7, 985); Practice bases range from 24 to 128 LINTHORPE SURGERY THE ENDEAVOUR PRACTICE CARMEL MEDICAL PRACTICE CCG ALMA MEDICAL CENTRE CROSSFELL HEALTH CENTRE NEWLANDS MEDICAL CENTRE NEASHAM ROAD SURGERY WHINFIELD MEDICAL PRACTICE Practices THE ESTON SURGERY YARM MEDICAL PRACTICE BANKHOUSE SURGERY CCG CLIFTON COURT MEDICAL PRACTICE Percentage of patients saying they are ‘satisfied’ with the appointment times available COULBY MEDICAL PRACTICE MARTONSIDE MEDICAL CENTRE QUEENS PARK MEDICAL CENTRE THE DENSHAM SURGERY WOODSIDE SURGERY THE GREEN HOUSE SURGERY PARKGATE SURGERY MOORLANDS SURGERY THORNTREE SURGERY HIRSEL MEDICAL CENTRE NORMANBY MEDICAL CENTRE SOUTH GRANGE MEDICAL GROUP PRACTICE CHADWICK PRACTICE BLUEBELL MEDICAL CENTRE THE ROSEBERRY PRACTICE PARK SURGERY DENMARK STREET SURGERY WOODLANDS FAMILY MEDICAL CENTRE THORNABY & BARWICK MEDICAL GROUP MCKENZIE GROUP PRACTICE NORTON MEDICAL CENTRE BENTLEY MEDICAL PRACTICE THE MANOR HOUSE SURGERY HAVELOCK GRANGE PRACTICE HILLSIDE PRACTICE VILLAGE MEDICAL CENTRE WOODBRIDGE PRACTICE ZETLAND MEDICAL PRACTICE MCKENZIE HOUSE SURGERY CAMBRIDGE MEDICAL GROUP THE COATHAM ROAD SURGERY Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 49 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (7, 985); Practice bases range from 24 to 128 ROCKLIFFE COURT SURGERY Practices MELROSE SURGERY ORCHARD COURT SURGERY DR RASOOL RIVERSIDE MEDICAL PRACTICE THE RAVENSCAR SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available ST GEORGE'S MEDICAL PRACTICE PARK LANE SURGERY FOUNDATIONS -HARRIS STREET HUNTCLIFF SURGERY ELM TREE SURGERY THE HEADLAND MEDICAL CENTRE BROTTON SURGERY PARKWAY MEDICAL CENTRE THE KOH PRACTICE QUEENSTREE PRACTICE BLACKETTS MEDICAL PRACTICE BOROUGH ROAD & NUNTHORPE MEDICAL GROUP WEST VIEW MILLENIUM SURGERY A PROSPECT SURGERY TENNANT STREET MEDICAL PRACTICE THE ARRIVAL PRACTICE KINGS MEDICAL CENTRE THE DOVECOT SURGERY SPRINGWOOD SURGERY THE PATEL PRACTICE FOUNDATIONS THE GARTH WESTBOURNE MEDICAL CENTRE THE DISCOVERY PRACTICE MARSH HOUSE MEDICAL PRACTICE THE ERIMUS PRACTICE GLADSTONE HOUSE SURGERY KINGSWAY MEDICAL CENTRE THE SALTSCAR SURGERY EAGLESCLIFFE MEDICAL PRACTICE HART MEDICAL PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

Services when GP practice is closed • The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 50 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? 66% 62% I contacted an NHS service by telephone 21% 25% A healthcare professional called me back A healthcare professional visited me at home 5% 5% 34% 37% I went to A&E 13% I saw a pharmacist I went to another general practice service 7% 8% 19% 16% I went to another NHS service Can't remember 4% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (1, 641) 51 © Ipsos MORI 19 -071809 -01 | Version 1 | Public CCG National

Time taken to receive care or advice when GP practice is closed Q 46. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 32% It was about right It took too long 68% 100 90 80 70 60 50 40 30 20 10 0 % Took too long New CCG – no trend data available 68 32 00 2018 00 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 57% 78% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (124, 765); CCG 2020 (1, 542); CCG bases range from 155 to 1, 655 52 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 68% 63% About right 32% 37% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 8% Yes, definitely 49% 43% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 CCG % No 92 New CCG – no trend data available 00 2018 00 8 2019 Comparison of results 2020 National 92% 91% Yes 8% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 87% 94% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (125, 059); CCG 2020 (1, 555); CCG bases range from 159 to 1, 660 53 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of services when GP practice is closed Q 48. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good 7% Very good 5% 34% 16% Fairly good Neither good nor poor Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor New CCG – no trend data available 00 2018 00 72 12 2019 2020 Comparison of results CCG National 72% 67% Good 12% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 61% 80% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (128, 756); CCG 2020 (1, 597); CCG bases range from 155 to 1, 739 54 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 55 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest – this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part (“true values”). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% – that is, the chances are 95 in 100 that the true value will fall within a specified range (the “ 95% confidence interval”). The table below gives examples of what the confidence intervals look like for an ‘average’ practice and CCG, as well as the confidence intervals at the national level. An example of confidence intervals (at national, CCG and practice level) based on the average number of responses to the question “Overall, how would you describe your experience of your GP practice? ” Approximate confidence intervals for percentages at or near these levels (expressed in percentage points) Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 739, 637 0. 10 0. 15 0. 17 CCG 5, 479 1. 13 1. 73 1. 88 Practice 108 6. 93 10. 20 11. 08 For example, taking a CCG where 5, 479 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1. 73 percentage points from that question’s result (i. e. between 28. 27% and 31. 73%). When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when the results for a group are based on smaller numbers i. e. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 56 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Want to know more? 57 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Further background information about the survey • The survey was sent to c. 2. 3 million adult patients registered with a GP practice. • Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone. • The survey has been running since 2007 and presents results for all practices in England (where surveys have been completed and returned). From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009). • For more information about the survey please visit https: //gp-patient. co. uk/. • The overall response rate to the survey is 31. 7%, based on 739, 637 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. • Further information on the survey including questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: https: //gp-patient. co. uk/surveysandreports. 58 © Ipsos MORI 19 -071809 -01 | Version 1 | Public c. 2. 3 m Surveys to adults registered with an English GP practice 739, 637 Completed surveys in the 2020 publication 31. 7% National response rate

Where to go to do further analysis … • For reports which show the National results broken down by CCG and Practice, go to https: //gp-patient. co. uk/surveysandreports - you can also see previous years’ results here. • To look at this year’s survey data at a national, CCG or practice level, and filter on a specific participant group (e. g. by age), break down the survey results by survey question, or to create and compare different participant ‘subgroups’, go to https: //gp-patient. co. uk/analysistool/2020. • To look at results over time, and filter on a specific participant group, go to https: //gppatient. co. uk/analysistool/trends. • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/faq. 59 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

For further information about the GP Patient Survey, please get in touch with the GPPS team at Ipsos MORI at GPPatient. Survey@ipsos. com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. 60 © Ipsos MORI 19 -071809 -01 | Version 1 | Public