NHS WEST SUSSEX CCG Latest survey results 2020

NHS WEST SUSSEX 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 SUSSEX CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS WEST SUSSEX CCG, 22, 432 questionnaires were sent out, and 9, 479 were returned completed. This represents a response rate of 42%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

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

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

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

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

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results over time % Good 10% 4% % Poor 100 Very good 90 80 Fairly good 45% Comparison of results New CCG – no trend data available 70 60 Neither good nor poor 50 84 40 38% Fairly poor Very poor 30 20 10 0 00 2018 00 6 2019 2020 National 84% 82% Good 6% 7% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 57% 98% 72% 87% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (9, 182); Practice bases range from 87 to 144; CCG bases range from 784 to 22, 442 9 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other CCGs within the region Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 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 57% to 98% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 87 to 144 %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 (9, 182); Practice bases range from 87 to 144 COWFOLD SURGERY PARK VIEW HEALTH PARTNERSHIP NEW POND ROW SURGERY CCG PARKLANDS SURGERY THE PETWORTH SURGERY MOATFIELD SURGERY BILLINGSHURST SURGERY SELSEY MEDICAL PRACTICE Practices HARBOUR VIEW HEALTHCARE STEYNING HEALTH CENTRE BERSTED GREEN SURGERY CCG BALL TREE SURGERY Percentage of patients saying ‘good’ MAYWOOD HEALTH CARE CENTRE COACHMANS MEDICAL PRACTICE VILLAGE SURGERY BARN SURGERY BROADWATER MEDICAL CENTRE WESTCOURT MEDICAL CENTRE THE ORCHARD SURGERY BEWBUSH MEDICAL CENTRE NEWTONS PRACTICE CRAWLEY DOWN HEALTH CENTRE LANGLEY CORNER SURGERY BROW MEDICAL CENTRE SELDEN MEDICAL CENTRE LIME TREE SURGERY GOSSOPS GREEN MEDICAL CTR LEACROFT MEDICAL PRACTICE STRAND MEDICAL GROUP SHIP STREET SURGERY THE CROFT SURGERY CATHEDRAL MEDICAL GROUP VICTORIA ROAD SURGERY PARK SURGERY COPPICE SURGERY WOODLANDS&CLERKLANDS PARTNERSHIP BOGNOR MEDICAL CENTRE FITZALAN MEDICAL GROUP IFIELD MEDICAL PRACTICE BRIDGE MEDICAL CENTRE SAXONBROOK MEDICAL CENTRE SOUTHGATE MEDICAL GROUP PHOENIX MEDICAL GROUP Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (9, 182); Practice bases range from 87 to 144 HOLBROOK SURGERY NORTHBOURNE MEDICAL CENTRE Practices CORNERWAYS SURGERY MID SUSSEX HEALTH CARE LINDFIELD MEDICAL CENTRE TANGMERE MEDICAL CENTRE LOXWOOD SURGERY Percentage of patients saying ‘good’ SILVERDALE PRACTICE HENFIELD MEDICAL CENTRE WILLOW GREEN SURGERY LAVANT ROAD SURGERY MEADOWS SURGERY NORTHLANDS WOOD SURGERY WITTERINGS MEDICAL CENTRE SOUTHBOURNE SURGERY ORCHARD SURGERY THE COURTYARD SURGERY ST. LAWRENCE SURGERY GLEBE SURGERY WORTHING MEDICAL GROUP PARK SURGERY RIVERBANK MEDICAL CENTRE WEST MEADS SURGERY AVISFORD MEDICAL GROUP CUCKFIELD MEDICAL CENTRE THE MANOR PRACTICE RUDGWICK MEDICAL CENTRE ARUNDEL SURGERY OUSE VALLEY PRACTICE RIVERSIDE SURGERY POUND HILL MEDICAL GROUP LANGLEY HOUSE SURGERY FURNACE GREEN SURGERY DOLPHINS PRACTICE GROVE HOUSE SURGERY JUDGES CLOSE SURGERY FLANSHAM PARK HEALTH CENTRE PULBOROUGH MEDICAL GROUP Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

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

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 10% 17% 23% Very easy Fairly easy Not very easy 50% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 2018 CCG National 67% 65% 67 Easy 33 33% 35% Not easy New CCG – no trend data available 00 Comparison of results 00 2019 Practice range within CCG – % Easy 2020 CCG range within region – % Easy Lowest Performing Highest Performing 24% 100% 54% 80% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (8, 998); Practice bases range from 86 to 144; CCG bases range from 769 to 22, 150 15 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 16 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (8, 998); Practice bases range from 86 to 144 BOGNOR MEDICAL CENTRE CRAWLEY DOWN HEALTH CENTRE LANGLEY HOUSE SURGERY CCG BROW MEDICAL CENTRE NEWTONS PRACTICE ST. LAWRENCE SURGERY BALL TREE SURGERY NORTHBOURNE MEDICAL CENTRE Practices SELSEY MEDICAL PRACTICE ORCHARD SURGERY CUCKFIELD MEDICAL CENTRE THE PETWORTH SURGERY CCG Percentage of patients saying it is ‘easy’ to get through to someone on the phone MOATFIELD SURGERY BILLINGSHURST SURGERY BROADWATER MEDICAL CENTRE OUSE VALLEY PRACTICE LIME TREE SURGERY GOSSOPS GREEN MEDICAL CTR AVISFORD MEDICAL GROUP VILLAGE SURGERY DOLPHINS PRACTICE LANGLEY CORNER SURGERY VICTORIA ROAD SURGERY SHIP STREET SURGERY SELDEN MEDICAL CENTRE PARKLANDS SURGERY IFIELD MEDICAL PRACTICE COPPICE SURGERY LEACROFT MEDICAL PRACTICE BRIDGE MEDICAL CENTRE GROVE HOUSE SURGERY BEWBUSH MEDICAL CENTRE CATHEDRAL MEDICAL GROUP NEW POND ROW SURGERY THE CROFT SURGERY FITZALAN MEDICAL GROUP STRAND MEDICAL GROUP PARK SURGERY BERSTED GREEN SURGERY SOUTHGATE MEDICAL GROUP SAXONBROOK MEDICAL CENTRE WESTCOURT MEDICAL CENTRE PHOENIX MEDICAL GROUP Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 17 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (8, 998); Practice bases range from 86 to 144 CORNERWAYS SURGERY LOXWOOD SURGERY Practices HOLBROOK SURGERY COWFOLD SURGERY TANGMERE MEDICAL CENTRE RUDGWICK MEDICAL CENTRE MEADOWS SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone SOUTHBOURNE SURGERY THE COURTYARD SURGERY HENFIELD MEDICAL CENTRE ARUNDEL SURGERY LAVANT ROAD SURGERY GLEBE SURGERY PARK VIEW HEALTH PARTNERSHIP FURNACE GREEN SURGERY RIVERSIDE SURGERY MID SUSSEX HEALTH CARE RIVERBANK MEDICAL CENTRE WEST MEADS SURGERY WILLOW GREEN SURGERY PARK SURGERY WOODLANDS&CLERKLANDS PARTNERSHIP JUDGES CLOSE SURGERY SILVERDALE PRACTICE POUND HILL MEDICAL GROUP STEYNING HEALTH CENTRE PULBOROUGH MEDICAL GROUP FLANSHAM PARK HEALTH CENTRE HARBOUR VIEW HEALTHCARE THE ORCHARD SURGERY WITTERINGS MEDICAL CENTRE BARN SURGERY MAYWOOD HEALTH CARE CENTRE LINDFIELD MEDICAL CENTRE NORTHLANDS WOOD SURGERY COACHMANS MEDICAL PRACTICE WORTHING MEDICAL GROUP THE MANOR PRACTICE Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 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 Comparison of results % Not helpful 91 New CCG – no trend data available 00 2018 00 9 2019 2020 National 91% 89% Helpful 9% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 73% 100% 84% 92% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (9, 158); Practice bases range from 85 to 145; 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 (9, 158); Practice bases range from 85 to 145 BERSTED GREEN SURGERY JUDGES CLOSE SURGERY VILLAGE SURGERY CCG SILVERDALE PRACTICE ORCHARD SURGERY RUDGWICK MEDICAL CENTRE LEACROFT MEDICAL PRACTICE STRAND MEDICAL GROUP Practices LANGLEY CORNER SURGERY NORTHLANDS WOOD SURGERY LIME TREE SURGERY PULBOROUGH MEDICAL GROUP THE MANOR PRACTICE Percentage of patients saying receptionists at the GP practice are ‘helpful’ THE COURTYARD SURGERY CCG LAVANT ROAD SURGERY COPPICE SURGERY OUSE VALLEY PRACTICE IFIELD MEDICAL PRACTICE PARK SURGERY THE PETWORTH SURGERY WITTERINGS MEDICAL CENTRE PARKLANDS SURGERY STEYNING HEALTH CENTRE COACHMANS MEDICAL PRACTICE BILLINGSHURST SURGERY FURNACE GREEN SURGERY CRAWLEY DOWN HEALTH CENTRE BOGNOR MEDICAL CENTRE PARK SURGERY SHIP STREET SURGERY SELSEY MEDICAL PRACTICE SAXONBROOK MEDICAL CENTRE SELDEN MEDICAL CENTRE BROADWATER MEDICAL CENTRE WOODLANDS&CLERKLANDS PARTNERSHIP THE CROFT SURGERY CATHEDRAL MEDICAL GROUP FITZALAN MEDICAL GROUP POUND HILL MEDICAL GROUP GOSSOPS GREEN MEDICAL CTR BRIDGE MEDICAL CENTRE PHOENIX MEDICAL GROUP SOUTHGATE MEDICAL GROUP Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 20 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (9, 158); Practice bases range from 85 to 145 HOLBROOK SURGERY CORNERWAYS SURGERY Practices TANGMERE MEDICAL CENTRE LOXWOOD SURGERY LANGLEY HOUSE SURGERY COWFOLD SURGERY RIVERSIDE SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ NORTHBOURNE MEDICAL CENTRE SOUTHBOURNE SURGERY MAYWOOD HEALTH CARE CENTRE MID SUSSEX HEALTH CARE DOLPHINS PRACTICE GROVE HOUSE SURGERY MEADOWS SURGERY THE ORCHARD SURGERY LINDFIELD MEDICAL CENTRE HARBOUR VIEW HEALTHCARE WESTCOURT MEDICAL CENTRE PARK VIEW HEALTH PARTNERSHIP GLEBE SURGERY HENFIELD MEDICAL CENTRE CUCKFIELD MEDICAL CENTRE WEST MEADS SURGERY NEW POND ROW SURGERY BEWBUSH MEDICAL CENTRE BARN SURGERY MOATFIELD SURGERY WILLOW GREEN SURGERY RIVERBANK MEDICAL CENTRE ARUNDEL SURGERY ST. LAWRENCE SURGERY BROW MEDICAL CENTRE BALL TREE SURGERY NEWTONS PRACTICE AVISFORD MEDICAL GROUP WORTHING MEDICAL GROUP VICTORIA ROAD SURGERY FLANSHAM PARK HEALTH CENTRE Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

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

Awareness of online services Percentage aware of online services offered by GP practice Q 4. As far as you know, which of the following online services does your GP practice offer? 100 90 80 70 Practice range within CCG 60 50 *% *% *% 40 30 *% 20 *% *% 10 0 Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (716, 915); CCG 2020 (9, 231); Practice bases range from 89 to 142 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 (9, 326); Practice bases range from 89 to 146 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 4% 15% 26% Very easy Fairly easy Not very easy 55% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % Not easy New CCG – no trend data available 81 19 00 2018 00 2019 2020 CCG National 81% 76% Easy 19% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 56% 97% 71% 81% *Those who say ‘Haven’t tried’ (57%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 857); Practice bases range from 24 to 75; 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 (3, 857); Practice bases range from 24 to 75 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy HENFIELD MEDICAL CENTRE ORCHARD SURGERY THE MANOR PRACTICE CCG MID SUSSEX HEALTH CARE BILLINGSHURST SURGERY BRIDGE MEDICAL CENTRE WOODLANDS&CLERKLANDS PARTNERSHIP Practices OUSE VALLEY PRACTICE RIVERSIDE SURGERY BROADWATER MEDICAL CENTRE MOATFIELD SURGERY DOLPHINS PRACTICE Percentage of patients saying it is ‘easy’ to use their GP practice’s website STEYNING HEALTH CENTRE JUDGES CLOSE SURGERY WEST MEADS SURGERY FITZALAN MEDICAL GROUP GROVE HOUSE SURGERY SELSEY MEDICAL PRACTICE LEACROFT MEDICAL PRACTICE SELDEN MEDICAL CENTRE NEWTONS PRACTICE WESTCOURT MEDICAL CENTRE BARN SURGERY PULBOROUGH MEDICAL GROUP VILLAGE SURGERY NORTHBOURNE MEDICAL CENTRE SOUTHGATE MEDICAL GROUP RIVERBANK MEDICAL CENTRE AVISFORD MEDICAL GROUP STRAND MEDICAL GROUP THE PETWORTH SURGERY THE CROFT SURGERY PARKLANDS SURGERY SHIP STREET SURGERY IFIELD MEDICAL PRACTICE WORTHING MEDICAL GROUP GOSSOPS GREEN MEDICAL CTR PHOENIX MEDICAL GROUP CATHEDRAL MEDICAL GROUP BOGNOR MEDICAL CENTRE BERSTED GREEN SURGERY COPPICE SURGERY ARUNDEL 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%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 26 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 857); Practice bases range from 24 to 75 CORNERWAYS SURGERY FURNACE GREEN SURGERY Practices COWFOLD SURGERY VICTORIA ROAD SURGERY LOXWOOD SURGERY LINDFIELD MEDICAL CENTRE HOLBROOK SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website COACHMANS MEDICAL PRACTICE NORTHLANDS WOOD SURGERY BALL TREE SURGERY LAVANT ROAD SURGERY FLANSHAM PARK HEALTH CENTRE THE COURTYARD SURGERY LANGLEY HOUSE SURGERY LANGLEY CORNER SURGERY GLEBE SURGERY MAYWOOD HEALTH CARE CENTRE PARK SURGERY RUDGWICK MEDICAL CENTRE WITTERINGS MEDICAL CENTRE BROW MEDICAL CENTRE SILVERDALE PRACTICE WILLOW GREEN SURGERY ST. LAWRENCE SURGERY PARK VIEW HEALTH PARTNERSHIP SAXONBROOK MEDICAL CENTRE PARK SURGERY LIME TREE SURGERY CUCKFIELD MEDICAL CENTRE MEADOWS SURGERY SOUTHBOURNE SURGERY HARBOUR VIEW HEALTHCARE THE ORCHARD SURGERY NEW POND ROW SURGERY TANGMERE MEDICAL CENTRE POUND HILL MEDICAL GROUP CRAWLEY DOWN HEALTH CENTRE BEWBUSH MEDICAL CENTRE Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

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

Choice of appointment Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG’s results over time CCG’s results Yes, a choice of place Yes, a choice of time or day Yes, a choice of healthcare professional % Yes 14% 100 90 80 70 60 50 40 30 20 10 0 50% 10% No, I was not offered a choice of appointment 41% % No New CCG – no trend data available 00 2018 00 Comparison of results 2019 59 41 2020 National 59% 60% Yes 41% 40% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 25% 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 (7, 383); Practice bases range from 71 to 121; 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 (7, 383); Practice bases range from 71 to 121 CCG NORTHLANDS WOOD SURGERY NEWTONS PRACTICE CCG GROVE HOUSE SURGERY ORCHARD SURGERY LEACROFT MEDICAL PRACTICE THE PETWORTH SURGERY COACHMANS MEDICAL PRACTICE Practices RIVERSIDE SURGERY WORTHING MEDICAL GROUP PARK SURGERY SAXONBROOK MEDICAL CENTRE WOODLANDS&CLERKLANDS PARTNERSHIP Percentage of patients saying ‘yes’ they were offered a choice of appointment HARBOUR VIEW HEALTHCARE BROW MEDICAL CENTRE PULBOROUGH MEDICAL GROUP JUDGES CLOSE SURGERY NEW POND ROW SURGERY WILLOW GREEN SURGERY BILLINGSHURST SURGERY LANGLEY CORNER SURGERY MOATFIELD SURGERY DOLPHINS PRACTICE SELDEN MEDICAL CENTRE FURNACE GREEN SURGERY AVISFORD MEDICAL GROUP PARK SURGERY BERSTED GREEN SURGERY LIME TREE SURGERY VILLAGE SURGERY SELSEY MEDICAL PRACTICE BROADWATER MEDICAL CENTRE GOSSOPS GREEN MEDICAL CTR THE ORCHARD SURGERY IFIELD MEDICAL PRACTICE COPPICE SURGERY CRAWLEY DOWN HEALTH CENTRE STRAND MEDICAL GROUP THE CROFT SURGERY BRIDGE MEDICAL CENTRE FITZALAN MEDICAL GROUP PHOENIX MEDICAL GROUP SHIP STREET SURGERY SOUTHGATE MEDICAL GROUP Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 30 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (7, 383); Practice bases range from 71 to 121 HOLBROOK SURGERY CORNERWAYS SURGERY Practices COWFOLD SURGERY LINDFIELD MEDICAL CENTRE MID SUSSEX HEALTH CARE THE COURTYARD SURGERY GLEBE SURGERY Percentage of patients saying ‘yes’ they were offered a choice of appointment MEADOWS SURGERY MAYWOOD HEALTH CARE CENTRE PARKLANDS SURGERY LANGLEY HOUSE SURGERY CUCKFIELD MEDICAL CENTRE THE MANOR PRACTICE TANGMERE MEDICAL CENTRE WEST MEADS SURGERY BEWBUSH MEDICAL CENTRE HENFIELD MEDICAL CENTRE RIVERBANK MEDICAL CENTRE NORTHBOURNE MEDICAL CENTRE SILVERDALE PRACTICE BALL TREE SURGERY LOXWOOD SURGERY RUDGWICK MEDICAL CENTRE BARN SURGERY POUND HILL MEDICAL GROUP ARUNDEL SURGERY SOUTHBOURNE SURGERY ST. LAWRENCE SURGERY OUSE VALLEY PRACTICE LAVANT ROAD SURGERY FLANSHAM PARK HEALTH CENTRE BOGNOR MEDICAL CENTRE PARK VIEW HEALTH PARTNERSHIP VICTORIA ROAD SURGERY WESTCOURT MEDICAL CENTRE CATHEDRAL MEDICAL GROUP STEYNING HEALTH CENTRE WITTERINGS MEDICAL CENTRE Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG’s results over time % Yes 5% Yes, and I accepted an appointment 18% 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 Comparison of results % No New CCG – no trend data available 2018 00 2019 National 76% 73% Yes, took appt 76 24 00 CCG 2020 Yes, took appt 18% 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 50% 97% 63% 79% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (8, 841); Practice bases range from 82 to 139; 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

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 32 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (8, 841); Practice bases range from 82 to 139 WITTERINGS MEDICAL CENTRE NEW POND ROW SURGERY SELDEN MEDICAL CENTRE CCG POUND HILL MEDICAL GROUP STEYNING HEALTH CENTRE VILLAGE SURGERY FLANSHAM PARK HEALTH CENTRE SELSEY MEDICAL PRACTICE Practices RIVERBANK MEDICAL CENTRE THE PETWORTH SURGERY CCG LAVANT ROAD SURGERY VICTORIA ROAD SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered GOSSOPS GREEN MEDICAL CTR BOGNOR MEDICAL CENTRE BERSTED GREEN SURGERY WESTCOURT MEDICAL CENTRE BROW MEDICAL CENTRE AVISFORD MEDICAL GROUP WORTHING MEDICAL GROUP PARK SURGERY NEWTONS PRACTICE THE ORCHARD SURGERY RIVERSIDE SURGERY WILLOW GREEN SURGERY BROADWATER MEDICAL CENTRE JUDGES CLOSE SURGERY SHIP STREET SURGERY MOATFIELD SURGERY LEACROFT MEDICAL PRACTICE COACHMANS MEDICAL PRACTICE LIME TREE SURGERY CRAWLEY DOWN HEALTH CENTRE PARK SURGERY SAXONBROOK MEDICAL CENTRE LANGLEY CORNER SURGERY PHOENIX MEDICAL GROUP COPPICE SURGERY WOODLANDS&CLERKLANDS PARTNERSHIP THE CROFT SURGERY FITZALAN MEDICAL GROUP BRIDGE MEDICAL CENTRE IFIELD MEDICAL PRACTICE SOUTHGATE MEDICAL GROUP Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 33 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (8, 841); Practice bases range from 82 to 139 HOLBROOK SURGERY CORNERWAYS SURGERY Practices MID SUSSEX HEALTH CARE LOXWOOD SURGERY ST. LAWRENCE SURGERY HENFIELD MEDICAL CENTRE PARKLANDS SURGERY Percentage of patients saying ‘yes’ they were satisfied with the appointment offered BARN SURGERY TANGMERE MEDICAL CENTRE LINDFIELD MEDICAL CENTRE BALL TREE SURGERY MEADOWS SURGERY NORTHBOURNE MEDICAL CENTRE GLEBE SURGERY CATHEDRAL MEDICAL GROUP COWFOLD SURGERY RUDGWICK MEDICAL CENTRE CUCKFIELD MEDICAL CENTRE NORTHLANDS WOOD SURGERY WEST MEADS SURGERY THE COURTYARD SURGERY HARBOUR VIEW HEALTHCARE LANGLEY HOUSE SURGERY MAYWOOD HEALTH CARE CENTRE ARUNDEL SURGERY BEWBUSH MEDICAL CENTRE SILVERDALE PRACTICE BILLINGSHURST SURGERY FURNACE GREEN SURGERY GROVE HOUSE SURGERY THE MANOR PRACTICE SOUTHBOURNE SURGERY DOLPHINS PRACTICE ORCHARD SURGERY PARK VIEW HEALTH PARTNERSHIP PULBOROUGH MEDICAL GROUP OUSE VALLEY PRACTICE STRAND MEDICAL GROUP Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

What patients do when they are not satisfied with the appointment offered and do not take it Of those who declined an appointment, percentage who went on to do something else Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% CCG 60% National 50% 40% *% 30% 20% 10% 0% *% *% Got an Called an NHS Went to A&E appointment for helpline, such as a different day NHS 111 *% *% Spoke to a pharmacist *% *% *% Went to or Decided to contacted contact my another NHS practice another service time Comparisons are indicative only: differences may not be statistically significant Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34, 909); CCG 2020 (379) 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% 5% 28% 17% % 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 New CCG – no trend data available 68 15 00 2018 00 2019 2020 National 68% 65% Good 15% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 29% 98% 49% 74% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (8, 701); Practice bases range from 78 to 136; 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

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 36 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (8, 701); Practice bases range from 78 to 136 FLANSHAM PARK HEALTH CENTRE STEYNING HEALTH CENTRE BERSTED GREEN SURGERY CCG THE PETWORTH SURGERY COACHMANS MEDICAL PRACTICE NORTHBOURNE MEDICAL CENTRE GROVE HOUSE SURGERY THE MANOR PRACTICE Practices BOGNOR MEDICAL CENTRE BALL TREE SURGERY POUND HILL MEDICAL GROUP PARKLANDS SURGERY PARK SURGERY Percentage of patients saying they had a ‘good’ experience of making an appointment GOSSOPS GREEN MEDICAL CTR AVISFORD MEDICAL GROUP CCG VILLAGE SURGERY DOLPHINS PRACTICE SELDEN MEDICAL CENTRE JUDGES CLOSE SURGERY NEW POND ROW SURGERY OUSE VALLEY PRACTICE NEWTONS PRACTICE BILLINGSHURST SURGERY PARK SURGERY STRAND MEDICAL GROUP MOATFIELD SURGERY VICTORIA ROAD SURGERY LIME TREE SURGERY WOODLANDS&CLERKLANDS PARTNERSHIP WESTCOURT MEDICAL CENTRE FITZALAN MEDICAL GROUP BROADWATER MEDICAL CENTRE CRAWLEY DOWN HEALTH CENTRE LANGLEY CORNER SURGERY LEACROFT MEDICAL PRACTICE SHIP STREET SURGERY BRIDGE MEDICAL CENTRE IFIELD MEDICAL PRACTICE COPPICE SURGERY SAXONBROOK MEDICAL CENTRE PHOENIX MEDICAL GROUP THE CROFT SURGERY SOUTHGATE MEDICAL GROUP Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 37 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (8, 701); Practice bases range from 78 to 136 CORNERWAYS SURGERY HOLBROOK SURGERY Practices MID SUSSEX HEALTH CARE LOXWOOD SURGERY COWFOLD SURGERY TANGMERE MEDICAL CENTRE PARK VIEW HEALTH PARTNERSHIP Percentage of patients saying they had a ‘good’ experience of making an appointment LINDFIELD MEDICAL CENTRE THE COURTYARD SURGERY GLEBE SURGERY MEADOWS SURGERY HENFIELD MEDICAL CENTRE BROW MEDICAL CENTRE MAYWOOD HEALTH CARE CENTRE RIVERBANK MEDICAL CENTRE RUDGWICK MEDICAL CENTRE HARBOUR VIEW HEALTHCARE ST. LAWRENCE SURGERY WEST MEADS SURGERY LANGLEY HOUSE SURGERY CUCKFIELD MEDICAL CENTRE NORTHLANDS WOOD SURGERY SOUTHBOURNE SURGERY SILVERDALE PRACTICE CATHEDRAL MEDICAL GROUP BARN SURGERY WILLOW GREEN SURGERY LAVANT ROAD SURGERY PULBOROUGH MEDICAL GROUP ARUNDEL SURGERY SELSEY MEDICAL PRACTICE ORCHARD SURGERY THE ORCHARD SURGERY WITTERINGS MEDICAL CENTRE RIVERSIDE SURGERY BEWBUSH MEDICAL CENTRE FURNACE GREEN SURGERY WORTHING MEDICAL GROUP Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

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

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 3% 3% 3% Listening to you Treating you with care and concern 9% 7% 8% 39% 37% 35% 49% 53% Giving you enough time Very poor Very good Giving you enough time Very good Listening to you Good Neither good nor poor Treating you with care and concern Poor Very poor Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (678, 664; 676, 845; 676, 130); CCG 2020 (8, 825; 8, 789; 8, 799) 39 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 6% 4% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 6% 4% 4% 25% 32% 71% 62% No, not at all 63% Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (603, 943; 667, 229; 663, 675); CCG 2020 (7, 852; 8, 687; 8, 667) 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 13% Yes, definitely 33% 54% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No 87 New CCG – no trend data available 13 00 2018 00 2019 Practice range within CCG – % Yes 2020 CCG National 87% 85% Yes 13% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 71% 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 (3, 219); Practice bases range from 23 to 57; 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 20% 43% Yes, definitely Yes, to some extent 37% No, not at all 100 90 80 70 60 50 40 30 20 10 0 Comparison of results % No New CCG – no trend data available 80 20 00 2018 00 2019 2020 National 80% 77% Yes 20% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 55% 95% 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 (3, 571); Practice bases range from 30 to 63; 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 (3, 571); Practice bases range from 30 to 63 TANGMERE MEDICAL CENTRE MID SUSSEX HEALTH CARE CATHEDRAL MEDICAL GROUP CCG GOSSOPS GREEN MEDICAL CTR BALL TREE SURGERY NEWTONS PRACTICE FLANSHAM PARK HEALTH CENTRE LOXWOOD SURGERY Practices SHIP STREET SURGERY NORTHBOURNE MEDICAL CENTRE AVISFORD MEDICAL GROUP PARK SURGERY LEACROFT MEDICAL PRACTICE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) CCG WEST MEADS SURGERY BARN SURGERY SILVERDALE PRACTICE BILLINGSHURST SURGERY POUND HILL MEDICAL GROUP COPPICE SURGERY JUDGES CLOSE SURGERY SOUTHGATE MEDICAL GROUP LAVANT ROAD SURGERY HARBOUR VIEW HEALTHCARE ST. LAWRENCE SURGERY PARK VIEW HEALTH PARTNERSHIP BRIDGE MEDICAL CENTRE THE PETWORTH SURGERY HENFIELD MEDICAL CENTRE SELSEY MEDICAL PRACTICE VILLAGE SURGERY PULBOROUGH MEDICAL GROUP SAXONBROOK MEDICAL CENTRE BOGNOR MEDICAL CENTRE COACHMANS MEDICAL PRACTICE DOLPHINS PRACTICE OUSE VALLEY PRACTICE PARK SURGERY MOATFIELD SURGERY VICTORIA ROAD SURGERY WESTCOURT MEDICAL CENTRE FITZALAN MEDICAL GROUP IFIELD MEDICAL PRACTICE SELDEN MEDICAL CENTRE 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

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 45 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (3, 571); Practice bases range from 30 to 63 CORNERWAYS SURGERY HOLBROOK SURGERY Practices RIVERBANK MEDICAL CENTRE RUDGWICK MEDICAL CENTRE LANGLEY HOUSE SURGERY LINDFIELD MEDICAL CENTRE ARUNDEL SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) PARKLANDS SURGERY SOUTHBOURNE SURGERY MEADOWS SURGERY WITTERINGS MEDICAL CENTRE CUCKFIELD MEDICAL CENTRE THE ORCHARD SURGERY GLEBE SURGERY ORCHARD SURGERY THE MANOR PRACTICE PHOENIX MEDICAL GROUP MAYWOOD HEALTH CARE CENTRE CRAWLEY DOWN HEALTH CENTRE WOODLANDS&CLERKLANDS PARTNERSHIP GROVE HOUSE SURGERY BERSTED GREEN SURGERY NEW POND ROW SURGERY RIVERSIDE SURGERY BROW MEDICAL CENTRE THE CROFT SURGERY WILLOW GREEN SURGERY BROADWATER MEDICAL CENTRE LIME TREE SURGERY STEYNING HEALTH CENTRE STRAND MEDICAL GROUP COWFOLD SURGERY NORTHLANDS WOOD SURGERY FURNACE GREEN SURGERY WORTHING MEDICAL GROUP THE COURTYARD SURGERY LANGLEY CORNER SURGERY BEWBUSH MEDICAL CENTRE Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

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

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results Very satisfied 6% 10% CCG’s results over time % Satisfied 21% Fairly satisfied Neither satisfied nor dissatisfied 19% Fairly dissatisfied 43% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 2018 00 CCG National 64% 63% 64 Satisfied 17 17% 19% Dissatisfied New CCG – no trend data available 00 Comparison of results 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 35% 94% 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 (8, 492); Practice bases range from 82 to 138; 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 (8, 492); Practice bases range from 82 to 138 BROW MEDICAL CENTRE SELDEN MEDICAL CENTRE ARUNDEL SURGERY CCG NEW POND ROW SURGERY RIVERSIDE SURGERY BROADWATER MEDICAL CENTRE DOLPHINS PRACTICE Practices BEWBUSH MEDICAL CENTRE PARKLANDS SURGERY THE PETWORTH SURGERY PARK SURGERY FLANSHAM PARK HEALTH CENTRE Percentage of patients saying they are ‘satisfied’ with the appointment times available GOSSOPS GREEN MEDICAL CTR NORTHLANDS WOOD SURGERY THE ORCHARD SURGERY MOATFIELD SURGERY VICTORIA ROAD SURGERY FURNACE GREEN SURGERY THE MANOR PRACTICE LEACROFT MEDICAL PRACTICE LANGLEY CORNER SURGERY OUSE VALLEY PRACTICE COACHMANS MEDICAL PRACTICE ORCHARD SURGERY WOODLANDS&CLERKLANDS PARTNERSHIP NEWTONS PRACTICE JUDGES CLOSE SURGERY VILLAGE SURGERY PARK SURGERY BILLINGSHURST SURGERY SAXONBROOK MEDICAL CENTRE COPPICE SURGERY WESTCOURT MEDICAL CENTRE STRAND MEDICAL GROUP FITZALAN MEDICAL GROUP LIME TREE SURGERY PHOENIX MEDICAL GROUP IFIELD MEDICAL PRACTICE CRAWLEY DOWN HEALTH CENTRE THE CROFT SURGERY BRIDGE MEDICAL CENTRE SHIP STREET SURGERY SOUTHGATE MEDICAL GROUP Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 49 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (8, 492); Practice bases range from 82 to 138 CORNERWAYS SURGERY HOLBROOK SURGERY Practices LOXWOOD SURGERY MID SUSSEX HEALTH CARE GLEBE SURGERY RIVERBANK MEDICAL CENTRE COWFOLD SURGERY Percentage of patients saying they are ‘satisfied’ with the appointment times available WEST MEADS SURGERY LINDFIELD MEDICAL CENTRE SOUTHBOURNE SURGERY SILVERDALE PRACTICE MAYWOOD HEALTH CARE CENTRE WORTHING MEDICAL GROUP CUCKFIELD MEDICAL CENTRE MEADOWS SURGERY TANGMERE MEDICAL CENTRE THE COURTYARD SURGERY RUDGWICK MEDICAL CENTRE LANGLEY HOUSE SURGERY WITTERINGS MEDICAL CENTRE NORTHBOURNE MEDICAL CENTRE STEYNING HEALTH CENTRE ST. LAWRENCE SURGERY BARN SURGERY POUND HILL MEDICAL GROUP AVISFORD MEDICAL GROUP GROVE HOUSE SURGERY HENFIELD MEDICAL CENTRE PULBOROUGH MEDICAL GROUP PARK VIEW HEALTH PARTNERSHIP LAVANT ROAD SURGERY BALL TREE SURGERY BOGNOR MEDICAL CENTRE BERSTED GREEN SURGERY WILLOW GREEN SURGERY CATHEDRAL MEDICAL GROUP SELSEY MEDICAL PRACTICE HARBOUR VIEW HEALTHCARE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

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

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? 69% I contacted an NHS service by telephone 62% 32% A healthcare professional called me back A healthcare professional visited me at home 25% 6% 5% 40% 37% I went to A&E 12% 13% I saw a pharmacist I went to another general practice service 6% 8% 12% 16% I went to another NHS service Can't remember 6% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (1, 597) 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 37% It was about right 63% It took too long 100 90 80 70 60 50 40 30 20 10 0 % Took too long New CCG – no trend data available 00 2018 00 63 37 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 (1, 489); CCG bases range from 119 to 4, 207 52 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 63% About right 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 9% Yes, definitely 48% 43% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 CCG % No 91 New CCG – no trend data available 00 2018 00 9 2019 Comparison of results 2020 National 91% Yes 9% 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 (1, 500); 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 over time % Good Very good 8% 8% 30% 15% Fairly good Neither good nor poor Fairly poor 39% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor New CCG – no trend data available 69 16 00 2018 00 2019 2020 Comparison of results CCG National 69% 67% Good 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 (1, 522); 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