NHS WEST HAMPSHIRE CCG Latest survey results July

NHS WEST HAMPSHIRE CCG Latest survey results July 2019 publication Version 1| Public 1 © Ipsos MORI 18 -042653 -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 18 -042653 -01 | Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 18 -042653 -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 July 2019 GPPS publication. • In NHS WEST HAMPSHIRE CCG, 12, 904 questionnaires were sent out, and 5, 948 were returned completed. This represents a response rate of 46%. • 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 18 -042653 -01 | Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services • The data provide a snapshot of patient experience at a given time, and are updated annually. • Given the consistency of the survey across organisations, GPPS can be used as one element of evidence. • It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys. • This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. • This pack includes 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. - Making an appointment - 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 18 -042653 -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. *Images used in this slide are for example purposes only 6 © Ipsos MORI 18 -042653 -01 | Version 1 | Public *

Interpreting the results • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • All comparisons are indicative only. Differences may not be statistically significant – particularly when comparing practices due to low numbers of responses. • For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. • Maps: CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. 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. • Trends: 100% • Latest / 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 18 -042653 -01 | Version 1 | Public * More than 0% but less than 0. 5% When fewer than 10 patients respond 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 18 -042653 -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 9% 3% 90 80 Fairly good 36% % Poor 100 Very good 51% Comparison of results 88 87 70 60 Neither good nor poor Very poor 30 20 10 0 4 4 2018 2019 87% 83% Good 4% 6% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 39% 99% 75% 87% Base: All those completing a questionnaire: National (760, 037); CCG 2019 (5, 859); CCG 2018 (5, 608); Practice bases range from 92 to 144; CCG bases range from 798 to 7, 959 9 © Ipsos MORI National 50 40 Fairly poor CCG 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other local CCGs Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 75% 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 798 to 7, 959 %Good = %Very good + %Fairly good 10 © Ipsos MORI 18 -042653 -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 39% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 92 to 144 %Good = %Very good + %Fairly good 11 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (760, 037); CCG 2019 (5, 859); Practice bases range from 92 to 144 ST MARY'S SURGERY CHARLTON HILL SURGERY TWIN OAKS MEDICAL CENTRE CCG NORTH BADDESLEY SURGERY WICKHAM SURGERY BARTON WEBB-PEPLOE PARTNERSHIP TOTTON HEALTH CENTRE THE WATERCRESS MEDICAL GROUP Practices WATERFRONT AND SOLENT SURGERY CORNERWAYS MEDICAL CENTRE LYNDHURST SURGERY FOREST GATE SURGERY FORESTSIDE MEDICAL PRACTICE Percentage of patients saying ‘good’ NEW MILTON HEALTH CENTRE STOCKBRIDGE SURGERY CHAWTON HOUSE SURGERY BISHOPS WALTHAM SURGERY ST PAUL'S SURGERY BOYATT WOOD SURGERY SHEPHERDS SPRING MEDICAL CENTRE ST CLEMENTS PARTNERSHIP TWYFORD SURGERY ST. ANDREW'S SURGERY BLACKTHORN HEALTH CENTRE CCG BURSLEDON SURGERY WEST END SURGERY WHITCHURCH SURGERY THE ARNEWOOD PRACTICE MILTON MEDICAL CEN PARK SURGERY GRATTON SURGERY RINGWOOD MEDICAL CENTRE FORDINGBRIDGE SURGERY STOKEWOOD SURGERY RED AND GREEN PRACTICE ABBEYWELL SURGERY HEDGE END MEDICAL CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT FRIARSGATE PRACTICE ADELAIDE MEDICAL CENTRE PARKSIDE PRACTICE THE FRYERN 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% WEST MEON SURGERY WISTARIA & MILFORD SURGERIES NEW FOREST MEDICAL GROUP ALMA ROAD SURGERY TESTVALE SURGERY 0% ALRESFORD SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (760, 037); CCG 2019 (5, 859); Practice bases range from 92 to 144 13 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Local GP services 14 © Ipsos MORI 18 -042653 -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 6% 15% 27% Very easy Fairly easy Not very easy 53% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 83 79 21 17 2018 2019 Practice range in CCG – % Easy National 79% 68% Easy 21% 32% Not easy Local CCG range – % Easy Lowest Performing Highest Performing 20% 98% 53% 81% Base: All those completing a questionnaire excluding 'Haven't tried': National (742, 537); CCG 2019 (5, 728); CCG 2018 (5, 458); Practice bases range from 92 to 139; CCG bases range from 786 to 7, 686 15 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 16 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (5, 728); Practice bases range from 92 to 139 WATERFRONT AND SOLENT SURGERY LYNDHURST SURGERY WISTARIA & MILFORD SURGERIES CCG ST. ANDREW'S SURGERY NEW MILTON HEALTH CENTRE NEW FOREST MEDICAL GROUP BLACKTHORN HEALTH CENTRE STOCKBRIDGE SURGERY Practices TESTVALE SURGERY CHARLTON HILL SURGERY ALRESFORD SURGERY CHAWTON HOUSE SURGERY FORESTSIDE MEDICAL PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone WICKHAM SURGERY BARTON WEBB-PEPLOE PARTNERSHIP SHEPHERDS SPRING MEDICAL CENTRE ALMA ROAD SURGERY BOYATT WOOD SURGERY TOTTON HEALTH CENTRE ST CLEMENTS PARTNERSHIP THE ANDOVER HEALTH CENTRE MEDICAL PRACT THE FRYERN SURGERY FOREST GATE SURGERY CCG WHITCHURCH SURGERY ADELAIDE MEDICAL CENTRE RINGWOOD MEDICAL CENTRE BURSLEDON SURGERY GRATTON SURGERY PARK SURGERY CORNERWAYS MEDICAL CENTRE FRIARSGATE PRACTICE NORTH BADDESLEY SURGERY RED AND GREEN PRACTICE FORDINGBRIDGE SURGERY BISHOPS WALTHAM SURGERY ARCHERS PRACTICE HEDGE END MEDICAL CENTRE PARKSIDE PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN STOKEWOOD SURGERY WEST END SURGERY ABBEYWELL 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% WEST MEON SURGERY TWYFORD SURGERY ST MARY'S SURGERY THE WATERCRESS MEDICAL GROUP TWIN OAKS MEDICAL CENTRE 0% ST PAUL'S SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742, 537); CCG 2019 (5, 728); Practice bases range from 92 to 139 17 © Ipsos MORI 18 -042653 -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 6% Very helpful 48% 44% 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 93 92 8 7 2018 2019 National 92% 89% Helpful 8% 11% Not helpful Local CCG range – % Helpful Practice range in CCG – % Helpful Lowest Performing Highest Performing 65% 98% 84% 92% Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (5, 801); CCG 2018 (5, 555); Practice bases range from 93 to 141; CCG bases range from 790 to 7, 801 18 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 19 Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (5, 801); Practice bases range from 93 to 141 FORESTSIDE MEDICAL PRACTICE BOYATT WOOD SURGERY WATERFRONT AND SOLENT SURGERY CCG THE FRYERN SURGERY WEST END SURGERY FOREST GATE SURGERY ST PAUL'S SURGERY WEST MEON SURGERY Practices WICKHAM SURGERY CHARLTON HILL SURGERY THE ANDOVER HEALTH CENTRE MEDICAL PRACT NORTH BADDESLEY SURGERY ST MARY'S SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ ALMA ROAD SURGERY RINGWOOD MEDICAL CENTRE NEW MILTON HEALTH CENTRE BARTON WEBB-PEPLOE PARTNERSHIP LYNDHURST SURGERY PARK SURGERY NEW FOREST MEDICAL GROUP CHAWTON HOUSE SURGERY THE WATERCRESS MEDICAL GROUP ST CLEMENTS PARTNERSHIP STOKEWOOD SURGERY TWYFORD SURGERY ST. ANDREW'S SURGERY ADELAIDE MEDICAL CENTRE CCG CORNERWAYS MEDICAL CENTRE ABBEYWELL SURGERY FRIARSGATE PRACTICE PARKSIDE PRACTICE ALRESFORD SURGERY GRATTON SURGERY BISHOPS WALTHAM SURGERY STOCKBRIDGE SURGERY WHITCHURCH SURGERY HEDGE END MEDICAL CENTRE SHEPHERDS SPRING MEDICAL CENTRE RED AND GREEN PRACTICE FORDINGBRIDGE SURGERY BURSLEDON SURGERY ARCHERS PRACTICE ST LUKES SURGERY 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% WISTARIA & MILFORD SURGERIES BLACKTHORN HEALTH CENTRE TWIN OAKS MEDICAL CENTRE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN TESTVALE SURGERY 0% TOTTON HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (751, 111); CCG 2019 (5, 801); Practice bases range from 93 to 141 20 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

Access to online services 21 © Ipsos MORI 18 -042653 -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 CCG National *% 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 (746, 334); CCG 2019 (5, 779); Practice bases range from 92 to 141 22 © Ipsos MORI *% 18 -042653 -01 | Version 1 | Public *% None of these Don't know

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 (754, 767); CCG 2019 (5, 841); Practice bases range from 91 to 142 23 18 -042653 -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% 15% 26% Very easy Fairly easy Not very easy 54% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy 84 80 20 16 2018 2019 CCG National 80% 77% Easy 20% 23% Not easy Local CCG range – % Easy Practice range in CCG – % Easy Lowest Performing Highest Performing 55% 94% 71% 82% *Those who say ‘Haven’t tried’ (57%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (2, 441); CCG 2018 (2, 189); Practice bases range from 25 to 87; CCG bases range from 322 to 3, 359 24 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 25 Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (2, 441); Practice bases range from 25 to 87 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy LYNDHURST SURGERY TESTVALE SURGERY THE WATERCRESS MEDICAL GROUP CCG WEST MEON SURGERY WICKHAM SURGERY THE ARNEWOOD PRACTICE MILTON MEDICAL CEN FOREST GATE SURGERY CHAWTON HOUSE SURGERY Practices STOCKBRIDGE SURGERY TOTTON HEALTH CENTRE NEW FOREST MEDICAL GROUP ST MARY'S SURGERY NEW MILTON HEALTH CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website THE ANDOVER HEALTH CENTRE MEDICAL PRACT FRIARSGATE PRACTICE ALRESFORD SURGERY TWYFORD SURGERY ST PAUL'S SURGERY CHARLTON HILL SURGERY SHEPHERDS SPRING MEDICAL CENTRE ST. ANDREW'S SURGERY BURSLEDON SURGERY NORTH BADDESLEY SURGERY HEDGE END MEDICAL CENTRE CCG STOKEWOOD SURGERY GRATTON SURGERY BLACKTHORN HEALTH CENTRE ALMA ROAD SURGERY WHITCHURCH SURGERY CORNERWAYS MEDICAL CENTRE FORDINGBRIDGE SURGERY BISHOPS WALTHAM SURGERY ST CLEMENTS PARTNERSHIP RINGWOOD MEDICAL CENTRE FORESTSIDE MEDICAL PRACTICE PARKSIDE PRACTICE ADELAIDE MEDICAL CENTRE BOYATT WOOD SURGERY ABBEYWELL SURGERY RED AND GREEN PRACTICE ARCHERS PRACTICE ST LUKES SURGERY PARK SURGERY 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 BARTON WEBB-PEPLOE PARTNERSHIP WATERFRONT AND SOLENT SURGERY WISTARIA & MILFORD SURGERIES THE FRYERN SURGERY 0% WEST END SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding 'Haven't tried': National (259, 817); CCG 2019 (2, 441); Practice bases range from 25 to 87 26 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Making an appointment 27 © Ipsos MORI 18 -042653 -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 56% 11% No, I was not offered a choice of appointment 36% 65 Comparison of results % No 64 36 35 2018 2019 National 64% 62% Yes 36% 38% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 28% 88% 44% 71% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593, 075); CCG 2019 (4, 654); CCG 2018 (4, 474); Practice bases range from 70 to 112; CCG bases range from 637 to 6, 394 28 © Ipsos MORI CCG 18 -042653 -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 18 -042653 -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 (593, 075); CCG 2019 (4, 654); Practice bases range from 70 to 112 ST MARY'S SURGERY ST. ANDREW'S SURGERY CHARLTON HILL SURGERY TOTTON HEALTH CENTRE CCG FORESTSIDE MEDICAL PRACTICE BARTON WEBB-PEPLOE PARTNERSHIP CHAWTON HOUSE SURGERY WICKHAM SURGERY FOREST GATE SURGERY Practices STOCKBRIDGE SURGERY WISTARIA & MILFORD SURGERIES SHEPHERDS SPRING MEDICAL CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT Percentage of patients saying ‘yes’ they were offered a choice of appointment HEDGE END MEDICAL CENTRE BLACKTHORN HEALTH CENTRE NEW FOREST MEDICAL GROUP GRATTON SURGERY BISHOPS WALTHAM SURGERY CCG WHITCHURCH SURGERY THE WATERCRESS MEDICAL GROUP THE FRYERN SURGERY ST CLEMENTS PARTNERSHIP ABBEYWELL SURGERY ALRESFORD SURGERY THE ARNEWOOD PRACTICE MILTON MEDICAL CEN LYNDHURST SURGERY NORTH BADDESLEY SURGERY STOKEWOOD SURGERY CORNERWAYS MEDICAL CENTRE NEW MILTON HEALTH CENTRE ALMA ROAD SURGERY PARKSIDE PRACTICE RED AND GREEN PRACTICE ADELAIDE MEDICAL CENTRE WEST END SURGERY WATERFRONT AND SOLENT SURGERY RINGWOOD MEDICAL CENTRE FORDINGBRIDGE SURGERY PARK SURGERY BURSLEDON SURGERY BOYATT WOOD SURGERY ARCHERS PRACTICE 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 TWIN OAKS MEDICAL CENTRE TESTVALE SURGERY FRIARSGATE PRACTICE ST PAUL'S SURGERY 0% WEST MEON 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 (593, 075); CCG 2019 (4, 654); Practice bases range from 70 to 112 30 © Ipsos MORI 18 -042653 -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 4% Yes, and I accepted an appointment 19% No, but I still took an appointment 77% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 79 Comparison of results % No 77 2018 National 77% 74% Yes, took appt 23 21 CCG 2019 Yes, took appt 19% 20% No, took appt 4% 6% No, didn’t take appt Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 49% 91% 62% 78% Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (5, 593); CCG 2018 (5, 311); Practice bases range from 86 to 138; CCG bases range from 772 to 7, 519 31 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

0% © Ipsos MORI 18 -042653 -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 (711, 867); CCG 2019 (5, 593); Practice bases range from 86 to 138 CHAWTON HOUSE SURGERY ST MARY'S SURGERY WEST MEON SURGERY CCG CHARLTON HILL SURGERY ST PAUL'S SURGERY BLACKTHORN HEALTH CENTRE WATERFRONT AND SOLENT SURGERY WISTARIA & MILFORD SURGERIES Practices FORESTSIDE MEDICAL PRACTICE ST. ANDREW'S SURGERY RINGWOOD MEDICAL CENTRE WEST END SURGERY HEDGE END MEDICAL CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered FRIARSGATE PRACTICE SHEPHERDS SPRING MEDICAL CENTRE ALMA ROAD SURGERY BISHOPS WALTHAM SURGERY NEW MILTON HEALTH CENTRE LYNDHURST SURGERY STOKEWOOD SURGERY STOCKBRIDGE SURGERY CCG BOYATT WOOD SURGERY FOREST GATE SURGERY THE WATERCRESS MEDICAL GROUP ALRESFORD SURGERY WICKHAM SURGERY THE ANDOVER HEALTH CENTRE MEDICAL PRACT GRATTON SURGERY PARKSIDE PRACTICE ADELAIDE MEDICAL CENTRE ABBEYWELL SURGERY NORTH BADDESLEY SURGERY ST CLEMENTS PARTNERSHIP THE ARNEWOOD PRACTICE MILTON MEDICAL CEN THE FRYERN SURGERY WHITCHURCH SURGERY CORNERWAYS MEDICAL CENTRE BURSLEDON SURGERY PARK SURGERY FORDINGBRIDGE SURGERY RED AND GREEN PRACTICE ARCHERS PRACTICE ST LUKES 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%

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% TWIN OAKS MEDICAL CENTRE TESTVALE SURGERY TWYFORD SURGERY BARTON WEBB-PEPLOE PARTNERSHIP NEW FOREST MEDICAL GROUP 0% TOTTON HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (711, 867); CCG 2019 (5, 593); Practice bases range from 86 to 138 33 © Ipsos MORI 18 -042653 -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% *% 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, 350); CCG 2019 (200) 34 © Ipsos MORI 18 -042653 -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 8% 4% 33% 16% % Good Very good Fairly good Neither good nor poor Fairly poor 40% Very poor 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Poor 75 72 12 12 2018 2019 National 72% 67% Good 12% 16% Poor Local CCG range – % Good Practice range in CCG – % Good Lowest Performing Highest Performing 25% 91% 51% 73% Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (5, 535); CCG 2018 (5, 241); Practice bases range from 85 to 137; CCG bases range from 760 to 7, 460 35 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 36 Base: All who tried to make an appointment since being registered: National (705, 310); CCG 2019 (5, 535); Practice bases range from 85 to 137 TESTVALE SURGERY WEST MEON SURGERY NEW MILTON HEALTH CENTRE CCG WISTARIA & MILFORD SURGERIES STOCKBRIDGE SURGERY TWYFORD SURGERY FORESTSIDE MEDICAL PRACTICE ST. ANDREW'S SURGERY Practices ST PAUL'S SURGERY NEW FOREST MEDICAL GROUP THE WATERCRESS MEDICAL GROUP SHEPHERDS SPRING MEDICAL CENTRE WICKHAM SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment LYNDHURST SURGERY NORTH BADDESLEY SURGERY BISHOPS WALTHAM SURGERY FOREST GATE SURGERY ALMA ROAD SURGERY BLACKTHORN HEALTH CENTRE RINGWOOD MEDICAL CENTRE THE ANDOVER HEALTH CENTRE MEDICAL PRACT WATERFRONT AND SOLENT SURGERY WEST END SURGERY CCG PARKSIDE PRACTICE BOYATT WOOD SURGERY CORNERWAYS MEDICAL CENTRE ADELAIDE MEDICAL CENTRE GRATTON SURGERY FRIARSGATE PRACTICE HEDGE END MEDICAL CENTRE ST CLEMENTS PARTNERSHIP THE FRYERN SURGERY BURSLEDON SURGERY THE ARNEWOOD PRACTICE MILTON MEDICAL CEN WHITCHURCH SURGERY FORDINGBRIDGE SURGERY RED AND GREEN PRACTICE ALRESFORD SURGERY STOKEWOOD SURGERY PARK SURGERY ABBEYWELL SURGERY ARCHERS PRACTICE ST LUKES 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

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% TWIN OAKS MEDICAL CENTRE ST MARY'S SURGERY CHAWTON HOUSE SURGERY CHARLTON HILL SURGERY TOTTON HEALTH CENTRE 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 (705, 310); CCG 2019 (5, 535); Practice bases range from 85 to 137 37 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 38 © Ipsos MORI 18 -042653 -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% 3% 3% Listening to you Treating you with care and concern 8% 6% 7% 35% 33% 32% 54% 58% 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 (717, 030; 715, 282; 717, 062); CCG 2019 (5, 568; 5, 541; 5, 568) 39 © Ipsos MORI 18 -042653 -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’ 4% 3% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 4% 3% 4% 30% 22% 66% 74% No, not at all 29% 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 (637, 385; 705, 397; 706, 338); CCG 2019 (4, 936; 5, 522; 5, 529) 40 © Ipsos MORI 18 -042653 -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 10% Yes, definitely 30% 60% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results CCG National 90% 86% Yes 10% 14% No No % No 90 90 10 10 2018 2019 Practice range in CCG – % Yes Local CCG range – % Yes Lowest Performing Highest Performing 78% 100% 81% 92% 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 (284, 999); CCG 2019 (2, 000); CCG 2018 (1, 867); Practice bases range from 27 to 54; CCG bases range from 267 to 2, 814 41 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 42 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Support with managing health conditions Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 16% Yes, definitely 50% 35% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 84 84 16 16 2018 2019 National 84% 78% Yes 16% 22% No No Local CCG range – % Yes Practice range in CCG – % Yes Lowest Performing Highest Performing 67% 96% 72% 87% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292, 168); CCG 2019 (2, 178); CCG 2018 (2, 093); Practice bases range from 25 to 61; CCG bases range from 259 to 2, 853 43 © Ipsos MORI CCG 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 18 -042653 -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 (292, 168); CCG 2019 (2, 178); Practice bases range from 25 to 61 PARKSIDE PRACTICE RINGWOOD MEDICAL CENTRE STOCKBRIDGE SURGERY CCG TOTTON HEALTH CENTRE CHAWTON HOUSE SURGERY FOREST GATE SURGERY PARK SURGERY HEDGE END MEDICAL CENTRE Practices ADELAIDE MEDICAL CENTRE NEW FOREST MEDICAL GROUP ST LUKES SURGERY BARTON WEBB-PEPLOE PARTNERSHIP WATERFRONT AND SOLENT SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) ST MARY'S SURGERY CHARLTON HILL SURGERY ALRESFORD SURGERY NORTH BADDESLEY SURGERY ALMA ROAD SURGERY THE WATERCRESS MEDICAL GROUP WICKHAM SURGERY THE FRYERN SURGERY WHITCHURCH SURGERY CCG LYNDHURST SURGERY FORESTSIDE MEDICAL PRACTICE THE ARNEWOOD PRACTICE MILTON MEDICAL CEN CORNERWAYS MEDICAL CENTRE ST CLEMENTS PARTNERSHIP NEW MILTON HEALTH CENTRE TESTVALE SURGERY FRIARSGATE PRACTICE GRATTON SURGERY STOKEWOOD SURGERY RED AND GREEN PRACTICE WEST END SURGERY ST. ANDREW'S SURGERY SHEPHERDS SPRING MEDICAL CENTRE BURSLEDON SURGERY ABBEYWELL SURGERY THE ANDOVER HEALTH CENTRE MEDICAL PRACT FORDINGBRIDGE SURGERY ARCHERS PRACTICE BOYATT WOOD SURGERY BLACKTHORN HEALTH CENTRE Support with managing long-term health conditions: 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 health conditions: 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% WEST MEON SURGERY ST PAUL'S SURGERY TWIN OAKS MEDICAL CENTRE WISTARIA & MILFORD SURGERIES TWYFORD SURGERY 0% BISHOPS WALTHAM 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 (292, 168); CCG 2019 (2, 178); Practice bases range from 25 to 61 45 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with general practice appointment times 46 © Ipsos MORI 18 -042653 -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 5% 11% 24% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied 18% Fairly dissatisfied 42% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 69 Comparison of results % Dissatisfied 67 15 14 2018 2019 Practice range in CCG – % Satisfied CCG National 67% 65% Satisfied 15% 18% Dissatisfied Local CCG range – % Satisfied Lowest Performing Highest Performing 22% 87% 48% 71% *Those who say ‘I’m not sure when I can get an appointment’ (1%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (5, 413); CCG 2018 (5, 188); Practice bases range from 88 to 130; CCG bases range from 765 to 7, 351 47 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 18 -042653 -01 | Version 1 | Public 48 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696, 898); CCG 2019 (5, 413); Practice bases range from 88 to 130 TESTVALE SURGERY TWYFORD SURGERY ST PAUL'S SURGERY CCG NEW FOREST MEDICAL GROUP WEST MEON SURGERY CHAWTON HOUSE SURGERY ALMA ROAD SURGERY BLACKTHORN HEALTH CENTRE Practices WICKHAM SURGERY FORESTSIDE MEDICAL PRACTICE CHARLTON HILL SURGERY THE WATERCRESS MEDICAL GROUP LYNDHURST SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available BURSLEDON SURGERY ST. ANDREW'S SURGERY CORNERWAYS MEDICAL CENTRE FOREST GATE SURGERY THE ANDOVER HEALTH CENTRE MEDICAL PRACT STOCKBRIDGE SURGERY CCG WATERFRONT AND SOLENT SURGERY SHEPHERDS SPRING MEDICAL CENTRE ST CLEMENTS PARTNERSHIP THE ARNEWOOD PRACTICE MILTON MEDICAL CEN FRIARSGATE PRACTICE NORTH BADDESLEY SURGERY WEST END SURGERY RED AND GREEN PRACTICE RINGWOOD MEDICAL CENTRE BISHOPS WALTHAM SURGERY THE FRYERN SURGERY WHITCHURCH SURGERY ADELAIDE MEDICAL CENTRE STOKEWOOD SURGERY BOYATT WOOD SURGERY HEDGE END MEDICAL CENTRE FORDINGBRIDGE SURGERY ALRESFORD SURGERY GRATTON SURGERY PARKSIDE PRACTICE ABBEYWELL SURGERY PARK SURGERY ARCHERS PRACTICE 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% NEW MILTON HEALTH CENTRE TWIN OAKS MEDICAL CENTRE BARTON WEBB-PEPLOE PARTNERSHIP TOTTON HEALTH CENTRE WISTARIA & MILFORD SURGERIES 0% ST MARY'S 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 (696, 898); CCG 2019 (5, 413); Practice bases range from 88 to 130 49 © Ipsos MORI 18 -042653 -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 18 -042653 -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? 71% I contacted an NHS service by telephone 63% 32% A healthcare professional called me back A healthcare professional visited me at home 25% 7% 5% 34% 37% I went to A&E I saw a pharmacist I went to another general practice service 9% 12% 7% 8% 13% 17% I went to another NHS service Can't remember 2% 5% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139, 476); CCG 2019 (966) 51 © Ipsos MORI 18 -042653 -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 27% It was about right It took too long 73% 100 90 80 70 60 50 40 30 20 10 0 % Took too long 73 67 33 27 2018 2019 Local CCG range – % About right Lowest Performing Highest Performing 61% 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 (130, 757); CCG 2019 (936); CCG 2018 (908); CCG bases range from 140 to 1, 292 52 © Ipsos MORI 18 -042653 -01 | Version 1 | Public Comparison of results CCG National 73% 66% About right 27% 34% 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% 53% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 % No 93 92 8 7 2018 2019 Comparison of results CCG National 93% 91% Yes 7% 9% No No Local CCG range – % Yes Lowest Performing Highest Performing 88% 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 (134, 437); CCG 2019 (944); CCG 2018 (915); CCG bases range from 142 to 1, 322 53 © Ipsos MORI 18 -042653 -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 8% Very good 6% 37% 12% Fairly good Neither good nor poor Fairly poor 37% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor 74 73 14 14 2018 2019 Comparison of results CCG National 74% 69% Good 14% 15% Poor Local CCG range – % Good Lowest Performing Highest Performing 64% 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 (134, 770); CCG 2019 (948); CCG 2018 (909); CCG bases range from 146 to 1, 323 54 © Ipsos MORI 18 -042653 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 55 © Ipsos MORI 18 -042653 -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 770, 512 0. 10 0. 15 0. 16 CCG 4, 034 1. 29 1. 96 2. 14 Practice 110 6. 83 10. 06 10. 92 For example, taking a CCG where 4, 034 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. 96 percentage points from that question’s result (i. e. between 28. 04% and 31. 96%). When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e. g. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 56 © Ipsos MORI 18 -042653 -01 | Version 1 | Public

Want to know more? 57 © Ipsos MORI 18 -042653 -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. c. 2. 3 m Surveys to adults registered with an English GP practice • Past results dating back to 2007 are available for every practice in the UK. From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009). • For more information about the survey please visit https: //gp-patient. co. uk/. • The overall response rate to the survey is 33. 1%, based on 770, 512 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. Completed surveys in the July 2019 publication • Further information on the survey including questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: https: //gp-patient. co. uk/surveysandreports. 33. 1% 58 © Ipsos MORI 18 -042653 -01 | Version 1 | Public 770, 512 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/2019. • 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 18 -042653 -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 18 -042653 -01 | Version 1 | Public