NHS WIRRAL CCG Latest survey results 2020 survey

NHS WIRRAL 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 WIRRAL CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS WIRRAL CCG, 17, 479 questionnaires were sent out, and 5, 487 were returned completed. This represents a response rate of 31%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

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

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

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

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

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results 8% 3% CCG’s results over time % Good % Poor 88 87 Comparison of results 100 Very good 90 90 80 Fairly good 70 60 33% 54% Neither good nor poor Very poor 30 20 10 0 4 4 2018 4 2019 87% 82% Good 4% 7% 2020 Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 74% 100% 77% 87% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (5, 271); CCG 2019 (5, 506); CCG 2018 (5, 310); Practice bases range from 81 to 146; CCG bases range from 1, 466 to 8, 516 9 © Ipsos MORI National 50 40 Fairly poor CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other CCGs within the region Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 77% 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 1, 466 to 8, 516 %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 74% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 81 to 146 %Good = %Very good + %Fairly good 11 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (5, 271); Practice bases range from 81 to 146 MIRIAM PRIMARY CARE GROUP BLACKHEATH MED CTR SPITAL SURGERY CCG LISCARD GROUP PRACTICE KINGS LANE MEDICAL PRACTICE HAMILTON MED CTR VITTORIA MED CTR K FEGAN & PARTNERS Practices CLAUGHTON MEDICAL CENTRE MORETON HEALTH CLINIC DEVANEY MED CTR COMMONFIELD RD SURGERY MORETON CROSS GROUP PRACTICE Percentage of patients saying ‘good’ VILLA MED CTR LEASOWE MEDICAL PRACTICE SOMERVILLE MED CTR CAVENDISH MEDICAL CENTRE ORCHARD SURGERY HOYLAKE RD MET CTR HEATHERLANDS MED CTR UPTON GROUP PRACTICE EASTHAM GROUP PRACTICE SUNLIGHT GROUP PRACTICE MORETON MEDICAL CENTRE VITTORIA MED CTR G PARKFIELD MED CTR RIVERSIDE SURGERY CCG ST HILARY GROUP PRACTICE TEEHEY LANE SURGERY ST GEORGES MEDICAL CENTRE WEST WIRRAL GROUP PRACTICE CIVIC MEDICAL CENTRE HESWALL & PENSBY GROUP PRACTICE GREASBY GROUP PRACTICE MARINE LAKE MEDICAL PRACTICE GLADSTONE MED CTR TOWNFIELD HEALTH CENTRE CENTRAL PARK MEDICAL CENTRE ESTUARY MEDICAL PRACTICE ST CATHERINE'S SURGERY HOYLAKE & MEOLS MEDICAL CTR WHETSTONE LANE MED CTR EGREMONT MED CTR 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% CHURCH ROAD MEDICAL PRACTICE MANOR HEALTH CTR PRENTON MEDICAL CENTRE_MURUGESH V GROVE RD SURGERY HOLMLANDS MED CTR 0% ALLPORT MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (710, 945); CCG 2020 (5, 271); Practice bases range from 81 to 146 13 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good

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

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 10% 23% 19% Very easy Fairly easy Not very easy 47% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 76 24 2018 Comparison of results % Not easy 75 71 25 2019 Practice range within CCG – % Easy 29 2020 National 71% 65% Easy 29% 35% Not easy CCG range within region – % Easy Lowest Performing Highest Performing 43% 99% 52% 73% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (5, 236); CCG 2019 (5, 428); CCG 2018 (5, 213); Practice bases range from 76 to 149; CCG bases range from 1, 443 to 8, 498 15 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 16 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (5, 236); Practice bases range from 76 to 149 PARKFIELD MED CTR KINGS LANE MEDICAL PRACTICE SPITAL SURGERY GROVE RD SURGERY CCG HAMILTON MED CTR CLAUGHTON MEDICAL CENTRE GLADSTONE MED CTR PRENTON MEDICAL CENTRE_MURUGESH V Practices ST GEORGES MEDICAL CENTRE COMMONFIELD RD SURGERY ALLPORT MEDICAL CENTRE HEATHERLANDS MED CTR MARINE LAKE MEDICAL PRACTICE Percentage of patients saying it is ‘easy’ to get through to someone on the phone VITTORIA MED CTR G ST HILARY GROUP PRACTICE SOMERVILLE MED CTR LEASOWE MEDICAL PRACTICE HOYLAKE RD MET CTR MANOR HEALTH CTR FEGAN & PARTNERS EGREMONT MED CTR CAVENDISH MEDICAL CENTRE MORETON MEDICAL CENTRE CENTRAL PARK MEDICAL CENTRE SUNLIGHT GROUP PRACTICE CIVIC MEDICAL CENTRE MIRIAM PRIMARY CARE GROUP HESWALL & PENSBY GROUP PRACTICE ESTUARY MEDICAL PRACTICE CCG DEVANEY MED CTR VILLA MED CTR GREASBY GROUP PRACTICE LISCARD GROUP PRACTICE ORCHARD SURGERY MORETON CROSS GROUP PRACTICE UPTON GROUP PRACTICE HOYLAKE & MEOLS MEDICAL CTR TOWNFIELD HEALTH CENTRE EASTHAM GROUP PRACTICE RIVERSIDE SURGERY ST CATHERINE'S SURGERY WHETSTONE LANE MED CTR WEST WIRRAL GROUP 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? 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% CHURCH ROAD MEDICAL PRACTICE BLACKHEATH MED CTR VITTORIA MED CTR K TEEHEY LANE SURGERY MORETON HEALTH CLINIC 0% HOLMLANDS MED CTR 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (5, 236); Practice bases range from 76 to 149 17 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 6% Very helpful 51% 42% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 93 7 % Not helpful 93 92 8 7 2018 Comparison of results 2019 2020 National 92% 89% Helpful 8% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 79% 100% 85% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (5, 302); CCG 2019 (5, 465); CCG 2018 (5, 261); Practice bases range from 79 to 149; CCG bases range from 1, 467 to 8, 629 18 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 19 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (5, 302); Practice bases range from 79 to 149 VITTORIA MED CTR K FEGAN & PARTNERS GLADSTONE MED CTR MORETON CROSS GROUP PRACTICE CCG MANOR HEALTH CTR CAVENDISH MEDICAL CENTRE COMMONFIELD RD SURGERY PRENTON MEDICAL CENTRE_MURUGESH V Practices GROVE RD SURGERY HEATHERLANDS MED CTR HOLMLANDS MED CTR KINGS LANE MEDICAL PRACTICE MIRIAM PRIMARY CARE GROUP Percentage of patients saying receptionists at the GP practice are ‘helpful’ ORCHARD SURGERY SOMERVILLE MED CTR DEVANEY MED CTR ST GEORGES MEDICAL CENTRE LISCARD GROUP PRACTICE HOYLAKE RD MET CTR PARKFIELD MED CTR EASTHAM GROUP PRACTICE LEASOWE MEDICAL PRACTICE TEEHEY LANE SURGERY MORETON MEDICAL CENTRE VILLA MED CTR RIVERSIDE SURGERY UPTON GROUP PRACTICE EGREMONT MED CTR VITTORIA MED CTR G CENTRAL PARK MEDICAL CENTRE ESTUARY MEDICAL PRACTICE CCG SUNLIGHT GROUP PRACTICE GREASBY GROUP PRACTICE WEST WIRRAL GROUP PRACTICE CIVIC MEDICAL CENTRE ST CATHERINE'S SURGERY HESWALL & PENSBY GROUP PRACTICE TOWNFIELD HEALTH CENTRE MARINE LAKE MEDICAL PRACTICE ST HILARY GROUP PRACTICE SPITAL SURGERY HOYLAKE & MEOLS MEDICAL CTR WHETSTONE LANE MED CTR 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% CHURCH ROAD MEDICAL PRACTICE HAMILTON MED CTR BLACKHEATH MED CTR CLAUGHTON MEDICAL CENTRE MORETON HEALTH CLINIC 0% ALLPORT MEDICAL CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (5, 302); Practice bases range from 79 to 149 20 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

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

Awareness of online services Percentage aware of online services offered by GP practice Q 4. As far as you know, which of the following online services does your GP practice offer? 100 90 80 70 60 50 Practice range within CCG *% *% *% 40 30 *% 20 *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (716, 915); CCG 2020 (5, 315); Practice bases range from 81 to 152 22 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% *% None of these Don't know CCG National

Online service use Percentage used online services in past 12 months Q 5. Which of the following general practice online services have you used in the past 12 months? 100 90 80 *% 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% *% 10 0 *% Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (723, 567); CCG 2020 (5, 365); Practice bases range from 82 to 153 23 19 -071809 -01 | Version 1 | Public *% Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% None of these

Ease of use of online services Q 6. How easy is it to use your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 6% 12% 30% Very easy Fairly easy Not very easy 52% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 84 16 2018 Comparison of results % Not easy 83 81 19 2019 17 2020 CCG National 83% 76% Easy 17% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 52% 99% 71% 84% *Those who say ‘Haven’t tried’ (62%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (1, 927); CCG 2019 (1, 833); CCG 2018 (1, 581); Practice bases range from 11 to 60; CCG bases range from 565 to 3, 419 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 (1, 927); Practice bases range from 11 to 60 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy HAMILTON MED CTR EASTHAM GROUP PRACTICE MORETON HEALTH CLINIC CCG MORETON CROSS GROUP PRACTICE HOLMLANDS MED CTR PRENTON MEDICAL CENTRE_MURUGESH V SUNLIGHT GROUP PRACTICE GLADSTONE MED CTR Practices COMMONFIELD RD SURGERY MORETON MEDICAL CENTRE DEVANEY MED CTR CLAUGHTON MEDICAL CENTRE GREASBY GROUP PRACTICE Percentage of patients saying it is ‘easy’ to use their GP practice’s website KINGS LANE MEDICAL PRACTICE PARKFIELD MED CTR HOYLAKE RD MET CTR HESWALL & PENSBY GROUP PRACTICE LEASOWE MEDICAL PRACTICE TEEHEY LANE SURGERY VITTORIA MED CTR K VITTORIA MED CTR G VILLA MED CTR HOYLAKE & MEOLS MEDICAL CTR CCG SPITAL SURGERY CENTRAL PARK MEDICAL CENTRE MANOR HEALTH CTR WHETSTONE LANE MED CTR UPTON GROUP PRACTICE BLACKHEATH MED CTR RIVERSIDE SURGERY WEST WIRRAL GROUP PRACTICE ALLPORT MEDICAL CENTRE MARINE LAKE MEDICAL PRACTICE ORCHARD SURGERY CIVIC MEDICAL CENTRE TOWNFIELD HEALTH CENTRE ST GEORGES MEDICAL CENTRE CAVENDISH MEDICAL CENTRE HEATHERLANDS MED CTR MIRIAM PRIMARY CARE GROUP ST CATHERINE'S SURGERY ST HILARY GROUP PRACTICE ESTUARY MEDICAL PRACTICE Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? Percentage of patients saying it is ‘easy’ to use their GP practice’s website Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% CHURCH ROAD MEDICAL PRACTICE LISCARD GROUP PRACTICE GROVE RD SURGERY EGREMONT MED CTR FEGAN & PARTNERS 0% SOMERVILLE MED CTR 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (1, 927); Practice bases range from 11 to 60 26 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

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

Choice of appointment Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG’s results over time CCG’s results Yes, a choice of place % Yes 12% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 52% 11% No, I was not offered a choice of appointment 39% 63 37 % No 64 61 36 2018 Comparison of results 2019 National 61% 60% Yes 39% 40% No No 39 2020 CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 39% 90% 50% 69% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (564, 341); CCG 2020 (4, 100); CCG 2019 (4, 245); CCG 2018 (4, 108); Practice bases range from 53 to 114; CCG bases range from 1, 181 to 6, 807 28 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 29 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (4, 100); Practice bases range from 53 to 114 GROVE RD SURGERY VITTORIA MED CTR G PRENTON MEDICAL CENTRE_MURUGESH V CCG DEVANEY MED CTR COMMONFIELD RD SURGERY KINGS LANE MEDICAL PRACTICE HOYLAKE RD MET CTR CLAUGHTON MEDICAL CENTRE Practices MORETON HEALTH CLINIC SOMERVILLE MED CTR EGREMONT MED CTR MORETON MEDICAL CENTRE HAMILTON MED CTR Percentage of patients saying ‘yes’ they were offered a choice of appointment PARKFIELD MED CTR GLADSTONE MED CTR FEGAN & PARTNERS HESWALL & PENSBY GROUP PRACTICE CAVENDISH MEDICAL CENTRE ALLPORT MEDICAL CENTRE HEATHERLANDS MED CTR MANOR HEALTH CTR SPITAL SURGERY ST GEORGES MEDICAL CENTRE ST HILARY GROUP PRACTICE CCG SUNLIGHT GROUP PRACTICE RIVERSIDE SURGERY LEASOWE MEDICAL PRACTICE UPTON GROUP PRACTICE ESTUARY MEDICAL PRACTICE MIRIAM PRIMARY CARE GROUP VILLA MED CTR EASTHAM GROUP PRACTICE CENTRAL PARK MEDICAL CENTRE TOWNFIELD HEALTH CENTRE HOYLAKE & MEOLS MEDICAL CTR WEST WIRRAL GROUP PRACTICE CIVIC MEDICAL CENTRE ORCHARD SURGERY GREASBY GROUP PRACTICE ST CATHERINE'S SURGERY LISCARD GROUP PRACTICE WHETSTONE LANE MED CTR MARINE LAKE MEDICAL PRACTICE Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? 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% CHURCH ROAD MEDICAL PRACTICE VITTORIA MED CTR K TEEHEY LANE SURGERY BLACKHEATH MED CTR MORETON CROSS GROUP PRACTICE 0% HOLMLANDS MED CTR 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (4, 100); Practice bases range from 53 to 114 30 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG’s results over time % Yes 6% 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 79 21 % No 78 2019 CCG National 76% 73% Yes, took appt 76 22 2018 Comparison of results 24 2020 Yes, took appt 18% 21% No, took appt 6% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 57% 96% 64% 80% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (4, 998); CCG 2019 (5, 186); CCG 2018 (4, 949); Practice bases range from 70 to 143; CCG bases range from 1, 404 to 8, 159 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 (4, 998); Practice bases range from 70 to 143 TEEHEY LANE SURGERY GROVE RD SURGERY ALLPORT MEDICAL CENTRE CCG HOYLAKE RD MET CTR MIRIAM PRIMARY CARE GROUP FEGAN & PARTNERS MORETON CROSS GROUP PRACTICE SOMERVILLE MED CTR Practices KINGS LANE MEDICAL PRACTICE HOLMLANDS MED CTR MORETON HEALTH CLINIC SPITAL SURGERY SUNLIGHT GROUP PRACTICE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered CLAUGHTON MEDICAL CENTRE PARKFIELD MED CTR GLADSTONE MED CTR CAVENDISH MEDICAL CENTRE PRENTON MEDICAL CENTRE_MURUGESH V MORETON MEDICAL CENTRE LEASOWE MEDICAL PRACTICE VITTORIA MED CTR G DEVANEY MED CTR UPTON GROUP PRACTICE EGREMONT MED CTR CIVIC MEDICAL CENTRE EASTHAM GROUP PRACTICE CCG ORCHARD SURGERY HEATHERLANDS MED CTR ST HILARY GROUP PRACTICE VILLA MED CTR HESWALL & PENSBY GROUP PRACTICE GREASBY GROUP PRACTICE ST GEORGES MEDICAL CENTRE ESTUARY MEDICAL PRACTICE RIVERSIDE SURGERY TOWNFIELD HEALTH CENTRE WEST WIRRAL GROUP PRACTICE CENTRAL PARK MEDICAL CENTRE MARINE LAKE MEDICAL PRACTICE LISCARD GROUP PRACTICE HOYLAKE & MEOLS MEDICAL CTR ST CATHERINE'S SURGERY WHETSTONE LANE MED CTR 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% CHURCH ROAD MEDICAL PRACTICE BLACKHEATH MED CTR MANOR HEALTH CTR VITTORIA MED CTR K COMMONFIELD RD SURGERY 0% HAMILTON MED CTR 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (4, 998); Practice bases range from 70 to 143 33 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Practices CCG National

What patients do when they are not satisfied with the appointment offered and do not take it Of those who declined an appointment, percentage who went on to do something else Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% CCG 60% National 50% 40% 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 (211) 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% % Good Very good 32% Fairly good 14% Neither good nor poor Fairly poor 39% Very poor 100 90 80 70 60 50 40 30 20 10 0 74 12 2018 Comparison of results % Poor 73 71 13 2019 15 2020 National 71% 65% Good 15% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 46% 96% 57% 72% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (4, 941); CCG 2019 (5, 112); CCG 2018 (4, 873); Practice bases range from 68 to 137; CCG bases range from 1, 390 to 8, 057 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 (4, 941); Practice bases range from 68 to 137 COMMONFIELD RD SURGERY CLAUGHTON MEDICAL CENTRE HOLMLANDS MED CTR CCG TEEHEY LANE SURGERY HOYLAKE RD MET CTR ALLPORT MEDICAL CENTRE FEGAN & PARTNERS KINGS LANE MEDICAL PRACTICE Practices MORETON CROSS GROUP PRACTICE SOMERVILLE MED CTR GLADSTONE MED CTR MORETON MEDICAL CENTRE MORETON HEALTH CLINIC Percentage of patients saying they had a ‘good’ experience of making an appointment PRENTON MEDICAL CENTRE_MURUGESH V CAVENDISH MEDICAL CENTRE MIRIAM PRIMARY CARE GROUP SPITAL SURGERY PARKFIELD MED CTR SUNLIGHT GROUP PRACTICE DEVANEY MED CTR LEASOWE MEDICAL PRACTICE ST GEORGES MEDICAL CENTRE HESWALL & PENSBY GROUP PRACTICE CCG HEATHERLANDS MED CTR CENTRAL PARK MEDICAL CENTRE VITTORIA MED CTR G EGREMONT MED CTR VILLA MED CTR MARINE LAKE MEDICAL PRACTICE RIVERSIDE SURGERY UPTON GROUP PRACTICE ESTUARY MEDICAL PRACTICE CIVIC MEDICAL CENTRE EASTHAM GROUP PRACTICE ST HILARY GROUP PRACTICE WEST WIRRAL GROUP PRACTICE LISCARD GROUP PRACTICE ORCHARD SURGERY GREASBY GROUP PRACTICE WHETSTONE LANE MED CTR TOWNFIELD HEALTH CENTRE ST CATHERINE'S SURGERY HOYLAKE & MEOLS MEDICAL CTR 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% CHURCH ROAD MEDICAL PRACTICE GROVE RD SURGERY BLACKHEATH MED CTR VITTORIA MED CTR K MANOR HEALTH CTR 0% HAMILTON MED CTR 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (4, 941); Practice bases range from 68 to 137 37 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good

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

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 2% 3% 3% Listening to you Treating you with care and concern 8% 6% 7% 34% 32% 31% 56% 60% Giving you enough time Very poor Very good Giving you enough time Very good Listening to you Good Neither good nor poor Treating you with care and concern Poor Very poor Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (678, 664; 676, 845; 676, 130); CCG 2020 (5, 039; 5, 032; 5, 018) 39 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 5% 3% 4% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 5% 3% 4% 23% 31% 30% 74% 64% No, not at all 66% Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (603, 943; 667, 229; 663, 675); CCG 2020 (4, 563; 4, 982; 4, 949) 40 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 11% Yes, definitely 31% 58% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 90 10 2018 Comparison of results % No 91 89 11 9 2019 Practice range within CCG – % Yes 2020 CCG National 89% 85% Yes 11% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 76% 100% 84% 91% 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 (2, 043); CCG 2019 (2, 102); CCG 2018 (2, 091); Practice bases range from 26 to 63; CCG bases range from 554 to 3, 765 41 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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

Support with managing long-term conditions, disabilities, or illnesses Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 21% 43% Yes, definitely Yes, to some extent 36% No, not at all 100 90 80 70 60 50 40 30 20 10 0 83 17 2018 Comparison of results % No 82 79 18 2019 21 2020 National 79% 77% Yes 21% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 64% 92% 73% 82% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (2, 356); CCG 2019 (2, 409); CCG 2018 (2, 300); Practice bases range from 30 to 70; CCG bases range from 644 to 3, 830 43 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 44 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (2, 356); Practice bases range from 30 to 70 TEEHEY LANE SURGERY ORCHARD SURGERY BLACKHEATH MED CTR CCG VILLA MED CTR PARKFIELD MED CTR PRENTON MEDICAL CENTRE_MURUGESH V LISCARD GROUP PRACTICE SUNLIGHT GROUP PRACTICE Practices MORETON MEDICAL CENTRE HOYLAKE RD MET CTR CENTRAL PARK MEDICAL CENTRE GROVE RD SURGERY FEGAN & PARTNERS Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) CLAUGHTON MEDICAL CENTRE VITTORIA MED CTR G COMMONFIELD RD SURGERY MANOR HEALTH CTR HAMILTON MED CTR SPITAL SURGERY MORETON HEALTH CLINIC UPTON GROUP PRACTICE CIVIC MEDICAL CENTRE GLADSTONE MED CTR CCG SOMERVILLE MED CTR DEVANEY MED CTR HESWALL & PENSBY GROUP PRACTICE EGREMONT MED CTR VITTORIA MED CTR K HEATHERLANDS MED CTR GREASBY GROUP PRACTICE ST CATHERINE'S SURGERY WHETSTONE LANE MED CTR RIVERSIDE SURGERY ESTUARY MEDICAL PRACTICE CHURCH ROAD MEDICAL PRACTICE CAVENDISH MEDICAL CENTRE ST HILARY GROUP PRACTICE MARINE LAKE MEDICAL PRACTICE LEASOWE MEDICAL PRACTICE ALLPORT MEDICAL CENTRE HOYLAKE & MEOLS MEDICAL CTR MIRIAM PRIMARY CARE GROUP ST GEORGES 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

Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% MORETON CROSS GROUP PRACTICE EASTHAM GROUP PRACTICE KINGS LANE MEDICAL PRACTICE HOLMLANDS MED CTR TOWNFIELD HEALTH CENTRE 0% WEST WIRRAL GROUP PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (2, 356); Practice bases range from 30 to 70 45 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

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

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results over time Very satisfied 6% 10% 27% 17% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 41% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 71 2018 CCG National 68% 63% 68 Satisfied 15 15% 19% Dissatisfied 70 14 Comparison of results 14 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 42% 98% 56% 70% *Those who say ‘I’m not sure when I can get an appointment’ (2%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (4, 933); CCG 2019 (5, 071); CCG 2018 (4, 913); Practice bases range from 66 to 146; CCG bases range from 1, 355 to 8, 078 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 (4, 933); Practice bases range from 66 to 146 ALLPORT MEDICAL CENTRE SOMERVILLE MED CTR COMMONFIELD RD SURGERY CCG HOLMLANDS MED CTR MANOR HEALTH CTR VITTORIA MED CTR G HOYLAKE RD MET CTR MIRIAM PRIMARY CARE GROUP Practices PRENTON MEDICAL CENTRE_MURUGESH V CLAUGHTON MEDICAL CENTRE FEGAN & PARTNERS SPITAL SURGERY GLADSTONE MED CTR Percentage of patients saying they are ‘satisfied’ with the appointment times available KINGS LANE MEDICAL PRACTICE MORETON CROSS GROUP PRACTICE ESTUARY MEDICAL PRACTICE CAVENDISH MEDICAL CENTRE DEVANEY MED CTR SUNLIGHT GROUP PRACTICE MORETON HEALTH CLINIC PARKFIELD MED CTR CCG EASTHAM GROUP PRACTICE MORETON MEDICAL CENTRE CENTRAL PARK MEDICAL CENTRE VILLA MED CTR UPTON GROUP PRACTICE LISCARD GROUP PRACTICE LEASOWE MEDICAL PRACTICE ST CATHERINE'S SURGERY MARINE LAKE MEDICAL PRACTICE EGREMONT MED CTR RIVERSIDE SURGERY HESWALL & PENSBY GROUP PRACTICE CIVIC MEDICAL CENTRE ORCHARD SURGERY ST GEORGES MEDICAL CENTRE HEATHERLANDS MED CTR ST HILARY GROUP PRACTICE WEST WIRRAL GROUP PRACTICE GREASBY GROUP PRACTICE WHETSTONE LANE MED CTR TOWNFIELD HEALTH CENTRE HOYLAKE & MEOLS MEDICAL CTR 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% VITTORIA MED CTR K CHURCH ROAD MEDICAL PRACTICE TEEHEY LANE SURGERY BLACKHEATH MED CTR GROVE RD SURGERY 0% HAMILTON MED CTR 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (4, 933); Practice bases range from 66 to 146 49 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied

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

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? I contacted an NHS service by telephone 62% 20% 25% A healthcare professional called me back A healthcare professional visited me at home 3% 5% 36% 37% I went to A&E 14% 13% I saw a pharmacist I went to another general practice service 9% 8% 27% I went to another NHS service Can't remember CCG 53% 16% 3% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (868) 51 © Ipsos MORI 19 -071809 -01 | Version 1 | Public 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 42% It was about right 58% It took too long 100 90 80 70 60 50 40 30 20 10 0 65 % Took too long 64 36 35 2018 58 42 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 55% 77% 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 (834); CCG 2019 (995); CCG 2018 (984); CCG bases range from 263 to 1, 450 52 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 58% 63% About right 42% 37% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 7% Yes, definitely 48% 45% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 2018 CCG % No 93 92 90 8 7 2019 Comparison of results 2020 National 93% 91% Yes 7% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 85% 96% 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 (805); CCG 2019 (1, 020); CCG 2018 (1, 006); CCG bases range from 273 to 1, 472 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 9% Very good 5% 33% 16% Fairly good Neither good nor poor Fairly poor 37% Very poor 100 90 80 70 60 50 40 30 20 10 0 72 % Poor 72 15 70 14 2018 14 2019 2020 Comparison of results CCG National 70% 67% Good 14% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 59% 77% 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 (854); CCG 2019 (1, 019); CCG 2018 (1, 002); CCG bases range from 281 to 1, 529 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