NHS WEST HAMPSHIRE CCG Latest survey results 2020

NHS WEST HAMPSHIRE 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 WEST HAMPSHIRE CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS WEST HAMPSHIRE CCG, 12, 842 questionnaires were sent out, and 5, 744 were returned completed. This represents a response rate of 45%. • 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 8% 4% CCG’s results over time 90 80 Fairly good 38% % Poor 87 87 100 Very good 49% % Good Comparison of results 88 70 60 Neither good nor poor Very poor 30 20 10 0 4 5 4 2018 2019 87% 82% Good 5% 7% 2020 Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 58% 98% 72% 87% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (5, 581); CCG 2019 (5, 859); CCG 2018 (5, 608); Practice bases range from 96 to 138; CCG bases range from 784 to 22, 442 9 © Ipsos MORI National 50 40 Fairly poor CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other CCGs within the region Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 72% to 87% 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 784 to 22, 442 %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 58% to 98% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 96 to 138 %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 (5, 581); Practice bases range from 96 to 138 RINGWOOD MEDICAL CENTRE WEST MEON SURGERY CHARLTON HILL SURGERY CCG ST PAUL'S SURGERY WATERFRONT AND SOLENT SURGERY CORNERWAYS MEDICAL CENTRE NEW FOREST MEDICAL GROUP TWYFORD SURGERY Practices ST. ANDREW'S SURGERY THE FRYERN SURGERY LYNDHURST SURGERY WISTARIA & MILFORD SURGERIES ALRESFORD SURGERY Percentage of patients saying ‘good’ BLACKTHORN HEALTH CENTRE NEW MILTON HEALTH CENTRE CHAWTON HOUSE SURGERY ALMA ROAD SURGERY THE WATERCRESS MEDICAL GROUP NEW HORIZONS MEDICAL PARTNERSHIP SHEPHERDS SPRING MEDICAL CENTRE WEST END SURGERY WHITCHURCH SURGERY ST MARY'S SURGERY PARK SURGERY GRATTON SURGERY BISHOPS WALTHAM SURGERY STOCKBRIDGE SURGERY CCG FORDINGBRIDGE SURGERY RED AND GREEN PRACTICE ADELAIDE MEDICAL CENTRE FRIARSGATE PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN ABBEYWELL SURGERY THE ANDOVER HEALTH CENTRE MEDICAL PRACT NORTH BADDESLEY SURGERY HEDGE END MEDICAL CENTRE STOKEWOOD SURGERY ST CLEMENTS PARTNERSHIP BURSLEDON SURGERY PARKSIDE PRACTICE BOYATT WOOD SURGERY ARCHERS PRACTICE ST LUKES 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

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’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% TWIN OAKS MEDICAL CENTRE BARTON WEBB-PEPLOE PARTNERSHIP FORESTSIDE MEDICAL PRACTICE WICKHAM SURGERY 0% TESTVALE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (710, 945); CCG 2020 (5, 581); Practice bases range from 96 to 138 13 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %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 8% 21% 17% Very easy Fairly easy Not very easy 54% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 83 17 2018 Comparison of results % Not easy 79 75 21 2019 Practice range within CCG – % Easy 25 2020 National 75% 65% Easy 25% 35% Not easy CCG range within region – % Easy Lowest Performing Highest Performing 17% 98% 54% 80% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (5, 449); CCG 2019 (5, 728); CCG 2018 (5, 458); Practice bases range from 91 to 134; CCG bases range from 769 to 22, 150 15 © Ipsos MORI CCG 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 (5, 449); Practice bases range from 91 to 134 LYNDHURST SURGERY CHAWTON HOUSE SURGERY BLACKTHORN HEALTH CENTRE CCG ST. ANDREW'S SURGERY SHEPHERDS SPRING MEDICAL CENTRE FORESTSIDE MEDICAL PRACTICE THE WATERCRESS MEDICAL GROUP WICKHAM SURGERY Practices BURSLEDON SURGERY TESTVALE SURGERY NEW MILTON HEALTH CENTRE BARTON WEBB-PEPLOE PARTNERSHIP ST MARY'S SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone THE FRYERN SURGERY BOYATT WOOD SURGERY ALRESFORD SURGERY WISTARIA & MILFORD SURGERIES STOCKBRIDGE SURGERY WHITCHURCH SURGERY CHARLTON HILL SURGERY CORNERWAYS MEDICAL CENTRE FORDINGBRIDGE SURGERY ALMA ROAD SURGERY RED AND GREEN PRACTICE CCG WATERFRONT AND SOLENT SURGERY PARK SURGERY RINGWOOD MEDICAL CENTRE ARCHERS PRACTICE ADELAIDE MEDICAL CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT BISHOPS WALTHAM SURGERY NEW HORIZONS MEDICAL PARTNERSHIP NORTH BADDESLEY SURGERY GRATTON SURGERY ST CLEMENTS PARTNERSHIP FRIARSGATE PRACTICE STOKEWOOD SURGERY HEDGE END MEDICAL CENTRE PARKSIDE PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN ABBEYWELL SURGERY WEST END SURGERY ST LUKES 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

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? Percentage of patients saying it is ‘easy’ to get through to someone on the phone Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% NEW FOREST MEDICAL GROUP TWYFORD SURGERY ST PAUL'S SURGERY WEST MEON SURGERY 0% TWIN OAKS MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (5, 449); Practice bases range from 91 to 134 17 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %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 7% Very helpful 44% 47% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 93 % Not helpful 92 91 9 8 7 2018 Comparison of results 2019 2020 National 91% 89% Helpful 9% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 81% 99% 84% 92% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (5, 562); CCG 2019 (5, 801); CCG 2018 (5, 555); Practice bases range from 94 to 136; CCG bases range from 780 to 22, 522 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 (5, 562); Practice bases range from 94 to 136 WATERFRONT AND SOLENT SURGERY CHARLTON HILL SURGERY STOCKBRIDGE SURGERY CCG TESTVALE SURGERY TWYFORD SURGERY BLACKTHORN HEALTH CENTRE WEST MEON SURGERY PARK SURGERY Practices NEW FOREST MEDICAL GROUP ST MARY'S SURGERY SHEPHERDS SPRING MEDICAL CENTRE ST. ANDREW'S SURGERY ST PAUL'S SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ THE FRYERN SURGERY WISTARIA & MILFORD SURGERIES FORDINGBRIDGE SURGERY CHAWTON HOUSE SURGERY RED AND GREEN PRACTICE HEDGE END MEDICAL CENTRE ADELAIDE MEDICAL CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT LYNDHURST SURGERY ABBEYWELL SURGERY ALRESFORD SURGERY FORESTSIDE MEDICAL PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN CCG FRIARSGATE PRACTICE RINGWOOD MEDICAL CENTRE WHITCHURCH SURGERY NEW HORIZONS MEDICAL PARTNERSHIP NEW MILTON HEALTH CENTRE WEST END SURGERY CORNERWAYS MEDICAL CENTRE NORTH BADDESLEY SURGERY BISHOPS WALTHAM SURGERY ST CLEMENTS PARTNERSHIP ALMA ROAD SURGERY STOKEWOOD SURGERY BOYATT WOOD SURGERY PARKSIDE PRACTICE GRATTON SURGERY ST LUKES SURGERY ARCHERS 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? 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

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? Percentage of patients saying receptionists at the GP practice are ‘helpful’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% WICKHAM SURGERY TWIN OAKS MEDICAL CENTRE THE WATERCRESS MEDICAL GROUP BURSLEDON SURGERY 0% BARTON WEBB-PEPLOE PARTNERSHIP 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (5, 562); Practice bases range from 94 to 136 20 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %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 60 50 Practice range within CCG *% *% 40 *% 30 *% 20 *% *% 10 0 Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (716, 915); CCG 2020 (5, 567); Practice bases range from 96 to 138 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 (5, 642); Practice bases range from 96 to 140 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 6% 23% 17% Very easy Fairly easy Not very easy 54% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 84 16 2018 Comparison of results % Not easy 80 78 20 2019 22 2020 CCG National 78% 76% Easy 22% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 53% 93% 71% 81% *Those who say ‘Haven’t tried’ (54%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (2, 504); CCG 2019 (2, 441); CCG 2018 (2, 189); Practice bases range from 33 to 80; CCG bases range from 351 to 8, 137 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 (2, 504); Practice bases range from 33 to 80 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy WEST END SURGERY BURSLEDON SURGERY BARTON WEBB-PEPLOE PARTNERSHIP CCG FRIARSGATE PRACTICE WICKHAM SURGERY WEST MEON SURGERY THE FRYERN SURGERY WATERFRONT AND SOLENT SURGERY Practices RINGWOOD MEDICAL CENTRE FORESTSIDE MEDICAL PRACTICE TESTVALE SURGERY ALRESFORD SURGERY NEW HORIZONS MEDICAL PARTNERSHIP Percentage of patients saying it is ‘easy’ to use their GP practice’s website SHEPHERDS SPRING MEDICAL CENTRE WHITCHURCH SURGERY FORDINGBRIDGE SURGERY STOCKBRIDGE SURGERY ALMA ROAD SURGERY PARKSIDE PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN NEW FOREST MEDICAL GROUP ST MARY'S SURGERY CCG ST PAUL'S SURGERY THE ANDOVER HEALTH CENTRE MEDICAL PRACT LYNDHURST SURGERY BISHOPS WALTHAM SURGERY THE WATERCRESS MEDICAL GROUP HEDGE END MEDICAL CENTRE RED AND GREEN PRACTICE BLACKTHORN HEALTH CENTRE STOKEWOOD SURGERY CHARLTON HILL SURGERY ABBEYWELL SURGERY PARK SURGERY WISTARIA & MILFORD SURGERIES CORNERWAYS MEDICAL CENTRE ST CLEMENTS PARTNERSHIP ST LUKES SURGERY NORTH BADDESLEY SURGERY GRATTON SURGERY BOYATT WOOD SURGERY ADELAIDE MEDICAL CENTRE ARCHERS 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? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

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? Percentage of patients saying it is ‘easy’ to use their GP practice’s website Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% TWIN OAKS MEDICAL CENTRE TWYFORD SURGERY CHAWTON HOUSE SURGERY NEW MILTON HEALTH CENTRE 0% ST. ANDREW'S SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (2, 504); Practice bases range from 33 to 80 26 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %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 14% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 54% 11% No, I was not offered a choice of appointment 38% 65 35 % No 64 62 36 2018 Comparison of results 2019 National 62% 60% Yes 38% 40% No No 38 2020 CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 33% 91% 45% 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 (4, 411); CCG 2019 (4, 654); CCG 2018 (4, 474); Practice bases range from 76 to 106; CCG bases range from 627 to 17, 997 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 (4, 411); Practice bases range from 76 to 106 FRIARSGATE PRACTICE NEW FOREST MEDICAL GROUP LYNDHURST SURGERY CCG ST. ANDREW'S SURGERY TWIN OAKS MEDICAL CENTRE WEST MEON SURGERY WHITCHURCH SURGERY WICKHAM SURGERY Practices ST MARY'S SURGERY THE WATERCRESS MEDICAL GROUP SHEPHERDS SPRING MEDICAL CENTRE FORESTSIDE MEDICAL PRACTICE BARTON WEBB-PEPLOE PARTNERSHIP Percentage of patients saying ‘yes’ they were offered a choice of appointment WATERFRONT AND SOLENT SURGERY CORNERWAYS MEDICAL CENTRE ABBEYWELL SURGERY BURSLEDON SURGERY WISTARIA & MILFORD SURGERIES CCG FORDINGBRIDGE SURGERY ST CLEMENTS PARTNERSHIP THE FRYERN SURGERY STOCKBRIDGE SURGERY RED AND GREEN PRACTICE GRATTON SURGERY BLACKTHORN HEALTH CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT PARK SURGERY ALRESFORD SURGERY WEST END SURGERY HEDGE END MEDICAL CENTRE RINGWOOD MEDICAL CENTRE NORTH BADDESLEY SURGERY ALMA ROAD SURGERY THE ARNEWOOD PRACTICE MILTON MEDICAL CEN STOKEWOOD SURGERY PARKSIDE PRACTICE NEW MILTON HEALTH CENTRE NEW HORIZONS MEDICAL PARTNERSHIP ADELAIDE MEDICAL CENTRE BISHOPS WALTHAM SURGERY ARCHERS PRACTICE BOYATT WOOD SURGERY ST LUKES 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’

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? Percentage of patients saying ‘yes’ they were offered a choice of appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% TWYFORD SURGERY ST PAUL'S SURGERY CHAWTON HOUSE SURGERY CHARLTON HILL SURGERY 0% TESTVALE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (4, 411); Practice bases range from 76 to 106 30 © Ipsos MORI 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’

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG’s results over time % Yes 5% Yes, and I accepted an appointment 19% No, but I still took an appointment 76% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 79 21 % No 77 2019 CCG National 76% 73% Yes, took appt 76 23 2018 Comparison of results 24 2020 Yes, took appt 19% 21% No, took appt 5% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 56% 94% 63% 79% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (5, 334); CCG 2019 (5, 593); CCG 2018 (5, 311); Practice bases range from 94 to 130; CCG bases range from 736 to 21, 444 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

ST LUKES SURGERY 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 (5, 334); Practice bases range from 94 to 130 WEST MEON SURGERY ST PAUL'S SURGERY BARTON WEBB-PEPLOE PARTNERSHIP CCG NEW FOREST MEDICAL GROUP FORESTSIDE MEDICAL PRACTICE ST. ANDREW'S SURGERY WATERFRONT AND SOLENT SURGERY THE WATERCRESS MEDICAL GROUP Practices WICKHAM SURGERY PARK SURGERY BISHOPS WALTHAM SURGERY THE FRYERN SURGERY WHITCHURCH SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered ALMA ROAD SURGERY RINGWOOD MEDICAL CENTRE LYNDHURST SURGERY WISTARIA & MILFORD SURGERIES ABBEYWELL SURGERY SHEPHERDS SPRING MEDICAL CENTRE ALRESFORD SURGERY CCG FRIARSGATE PRACTICE FORDINGBRIDGE SURGERY NEW HORIZONS MEDICAL PARTNERSHIP BURSLEDON SURGERY HEDGE END MEDICAL CENTRE PARKSIDE PRACTICE CORNERWAYS MEDICAL CENTRE RED AND GREEN PRACTICE STOCKBRIDGE SURGERY WEST END SURGERY GRATTON SURGERY STOKEWOOD SURGERY BLACKTHORN HEALTH CENTRE ST CLEMENTS PARTNERSHIP ST MARY'S SURGERY NORTH BADDESLEY SURGERY NEW MILTON HEALTH CENTRE BOYATT WOOD SURGERY ARCHERS PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN ADELAIDE MEDICAL CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT 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%

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? Percentage of patients saying ‘yes’ they were satisfied with the appointment offered 100% 90% 80% 70% 60% 50% 40% 30% 20% CHAWTON HOUSE SURGERY TESTVALE SURGERY TWYFORD SURGERY CHARLTON HILL SURGERY 0% TWIN OAKS MEDICAL CENTRE 10% 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 (5, 334); Practice bases range from 94 to 130 33 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Practices CCG 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% 20% 10% 0% *% *% 30% *% *% 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 (188) 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 10% 4% 30% 17% % Good Very good Fairly good Neither good nor poor Fairly poor 39% Very poor 100 90 80 70 60 50 40 30 20 10 0 75 12 2018 Comparison of results % Poor 72 69 12 2019 14 2020 National 69% 65% Good 14% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 30% 93% 49% 74% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (5, 279); CCG 2019 (5, 535); CCG 2018 (5, 241); Practice bases range from 94 to 129; CCG bases range from 722 to 21, 225 35 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

ST LUKES SURGERY 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 (5, 279); Practice bases range from 94 to 129 NEW FOREST MEDICAL GROUP FORESTSIDE MEDICAL PRACTICE WEST MEON SURGERY CCG ST. ANDREW'S SURGERY ST PAUL'S SURGERY WICKHAM SURGERY CHARLTON HILL SURGERY WISTARIA & MILFORD SURGERIES Practices LYNDHURST SURGERY SHEPHERDS SPRING MEDICAL CENTRE THE WATERCRESS MEDICAL GROUP BLACKTHORN HEALTH CENTRE ALMA ROAD SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment WATERFRONT AND SOLENT SURGERY RINGWOOD MEDICAL CENTRE FORDINGBRIDGE SURGERY THE FRYERN SURGERY ST MARY'S SURGERY NEW MILTON HEALTH CENTRE WHITCHURCH SURGERY BURSLEDON SURGERY ALRESFORD SURGERY CCG FRIARSGATE PRACTICE BISHOPS WALTHAM SURGERY PARK SURGERY BOYATT WOOD SURGERY CORNERWAYS MEDICAL CENTRE NORTH BADDESLEY SURGERY STOCKBRIDGE SURGERY ARCHERS PRACTICE RED AND GREEN PRACTICE NEW HORIZONS MEDICAL PARTNERSHIP GRATTON SURGERY HEDGE END MEDICAL CENTRE STOKEWOOD SURGERY PARKSIDE PRACTICE ST CLEMENTS PARTNERSHIP THE ANDOVER HEALTH CENTRE MEDICAL PRACT ADELAIDE MEDICAL CENTRE WEST END SURGERY ABBEYWELL SURGERY THE ARNEWOOD PRACTICE MILTON MEDICAL CEN 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

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? Percentage of patients saying they had a ‘good’ experience of making an appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% TWYFORD SURGERY CHAWTON HOUSE SURGERY TWIN OAKS MEDICAL CENTRE TESTVALE SURGERY 0% BARTON WEBB-PEPLOE PARTNERSHIP 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (5, 279); Practice bases range from 94 to 129 37 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %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% 2% 3% Listening to you Treating you with care and concern 8% 7% 8% 34% 33% 52% 56% 57% 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 (5, 315; 5, 302; 5, 315) 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’ 5% 3% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 3% 4% 22% 29% 74% 66% No, not at all 66% 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 (4, 759; 5, 296; 5, 241) 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 11% Yes, definitely 32% 58% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 90 10 2018 Comparison of results % No 90 89 10 2019 Practice range within CCG – % Yes 11 2020 CCG National 89% 85% Yes 11% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 67% 100% 89% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (277, 005); CCG 2020 (1, 972); CCG 2019 (2, 000); CCG 2018 (1, 867); Practice bases range from 31 to 50; CCG bases range from 281 to 8, 242 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 19% Yes, definitely 45% Yes, to some extent 36% No, not at all 100 90 80 70 60 50 40 30 20 10 0 84 16 2018 Comparison of results % No 84 81 16 2019 19 2020 National 81% 77% Yes 19% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 65% 94% 73% 87% 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 (2, 155); CCG 2019 (2, 178); CCG 2018 (2, 093); Practice bases range from 31 to 59; CCG bases range from 271 to 8, 783 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 (2, 155); Practice bases range from 31 to 59 PARKSIDE PRACTICE PARK SURGERY WISTARIA & MILFORD SURGERIES CCG ST MARY'S SURGERY WHITCHURCH SURGERY TWYFORD SURGERY STOKEWOOD SURGERY THE WATERCRESS MEDICAL GROUP Practices WICKHAM SURGERY CHARLTON HILL SURGERY BARTON WEBB-PEPLOE PARTNERSHIP GRATTON SURGERY TESTVALE SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) SHEPHERDS SPRING MEDICAL CENTRE LYNDHURST SURGERY FRIARSGATE PRACTICE BISHOPS WALTHAM SURGERY BLACKTHORN HEALTH CENTRE WEST MEON SURGERY NORTH BADDESLEY SURGERY THE FRYERN SURGERY THE ANDOVER HEALTH CENTRE MEDICAL PRACT WEST END SURGERY CCG NEW HORIZONS MEDICAL PARTNERSHIP CHAWTON HOUSE SURGERY ST. ANDREW'S SURGERY ST PAUL'S SURGERY WATERFRONT AND SOLENT SURGERY RINGWOOD MEDICAL CENTRE CORNERWAYS MEDICAL CENTRE ST CLEMENTS PARTNERSHIP BURSLEDON SURGERY FORDINGBRIDGE SURGERY ST LUKES SURGERY HEDGE END MEDICAL CENTRE ALMA ROAD SURGERY RED AND GREEN PRACTICE FORESTSIDE MEDICAL PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN BOYATT WOOD SURGERY ADELAIDE MEDICAL CENTRE NEW MILTON HEALTH CENTRE ARCHERS PRACTICE 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

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)? Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% NEW FOREST MEDICAL GROUP ALRESFORD SURGERY TWIN OAKS MEDICAL CENTRE STOCKBRIDGE SURGERY 0% ABBEYWELL SURGERY 10% Comparisons are indicative only: differences may not be statistically significant 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 (2, 155); Practice bases range from 31 to 59 45 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %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 7% 11% CCG’s results over time Very satisfied % Satisfied 21% Fairly satisfied Neither satisfied nor dissatisfied 17% Fairly dissatisfied 44% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 69 2018 CCG National 65% 63% 65 Satisfied 17 17% 19% Dissatisfied 67 14 Comparison of results 15 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 26% 89% 49% 70% *Those who say ‘I’m not sure when I can get an appointment’ (3%) 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 (5, 151); CCG 2019 (5, 413); CCG 2018 (5, 188); Practice bases range from 86 to 129; CCG bases range from 707 to 20, 710 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 (5, 151); Practice bases range from 86 to 129 ALMA ROAD SURGERY ST PAUL'S SURGERY BARTON WEBB-PEPLOE PARTNERSHIP CCG WEST MEON SURGERY CHARLTON HILL SURGERY WICKHAM SURGERY FORESTSIDE MEDICAL PRACTICE BISHOPS WALTHAM SURGERY Practices THE WATERCRESS MEDICAL GROUP FRIARSGATE PRACTICE ST MARY'S SURGERY SHEPHERDS SPRING MEDICAL CENTRE ST. ANDREW'S SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available LYNDHURST SURGERY BLACKTHORN HEALTH CENTRE THE FRYERN SURGERY WISTARIA & MILFORD SURGERIES FORDINGBRIDGE SURGERY RINGWOOD MEDICAL CENTRE WATERFRONT AND SOLENT SURGERY CCG WHITCHURCH SURGERY ALRESFORD SURGERY ST CLEMENTS PARTNERSHIP STOCKBRIDGE SURGERY WEST END SURGERY BURSLEDON SURGERY ABBEYWELL SURGERY NEW HORIZONS MEDICAL PARTNERSHIP PARKSIDE PRACTICE CORNERWAYS MEDICAL CENTRE HEDGE END MEDICAL CENTRE NEW MILTON HEALTH CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT BOYATT WOOD SURGERY STOKEWOOD SURGERY RED AND GREEN PRACTICE NORTH BADDESLEY SURGERY PARK SURGERY GRATTON SURGERY THE ARNEWOOD PRACTICE MILTON MEDICAL CEN ARCHERS PRACTICE ADELAIDE MEDICAL CENTRE ST LUKES 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

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? Percentage of patients saying they are ‘satisfied’ with the appointment times available Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% TWIN OAKS MEDICAL CENTRE TESTVALE SURGERY TWYFORD SURGERY NEW FOREST MEDICAL GROUP 0% CHAWTON HOUSE SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (5, 151); Practice bases range from 86 to 129 49 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %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? 70% I contacted an NHS service by telephone 62% 34% A healthcare professional called me back A healthcare professional visited me at home 25% 7% 5% 32% 37% I went to A&E 13% I saw a pharmacist I went to another general practice service 7% 8% 13% 16% I went to another NHS service Can't remember 3% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (887) 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 28% It was about right It took too long 72% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 73 67 33 72 27 2018 28 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 60% 73% 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 (824); CCG 2019 (936); CCG 2018 (908); CCG bases range from 119 to 4, 207 52 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 72% 63% About right 28% 37% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 7% Yes, definitely 40% 54% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 8 93 7 2018 CCG % No 93 92 7 2019 Comparison of results 2020 National 93% 91% Yes 7% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 88% 95% 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 (831); CCG 2019 (944); CCG 2018 (915); CCG bases range from 123 to 4, 226 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 8% Very good 4% 37% 14% Fairly good Neither good nor poor Fairly poor 37% Very poor CCG’s results over time 100 90 80 70 60 50 40 30 20 10 0 % Good % Poor 74 74 73 14 14 2018 12 2019 2020 Comparison of results CCG National 74% 67% Good 12% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 63% 76% 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 (853); CCG 2019 (948); CCG 2018 (909); CCG bases range from 122 to 4, 338 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