NHS WOLVERHAMPTON CCG Latest survey results 2020 survey

NHS WOLVERHAMPTON 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 WOLVERHAMPTON CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS WOLVERHAMPTON CCG, 15, 247 questionnaires were sent out, and 4, 017 were returned completed. This represents a response rate of 26%. • 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 6% 3% CCG’s results over time 40% % Poor 81 78 100 Very good 13% % Good Comparison of results 90 80 Fairly good 70 79 60 Neither good nor poor 38% Very poor 30 20 10 0 8 9 7 2018 2019 78% 82% Good 9% 7% 2020 Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 60% 95% 72% 89% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (3, 839); CCG 2019 (4, 261); CCG 2018 (4, 163); Practice bases range from 67 to 132; CCG bases range from 1, 440 to 15, 496 9 © Ipsos MORI National 50 40 Fairly poor CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other CCGs within the region Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 72% to 89% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 1, 440 to 15, 496 %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 60% to 95% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 67 to 132 %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 (3, 839); Practice bases range from 67 to 132 WARSTONES SURGERY DR FOWLER PENN SURGERY Practices PRIMROSE LANE PRACTICE ASHFIELD ROAD SURGERY NEWBRIDGE SURGERY BILSTON FAMILY PRACTICE WEST PARK SURGERY Percentage of patients saying ‘good’ IMPROVING HEALTH (IH) MEDICAL POPLARS MEDICAL CENTRE MAYFIELD MEDICAL PRACTICE KEATS GROVE SURGERY CASTLECROFT MEDICAL PRACTICE EAST PARK MEDICAL PRACTICE PENN MANOR MEDICAL CENTRE TETTENHALL MEDICAL PRACTICE PRESTBURY MEDICAL PRACTICE DR MUDIGONDA TETTENHALL ROAD MEDICAL PRACTICE PROBERT ROAD SURGERY GRIFFITHS DRIVE MEDICAL PRACTICE DUNCAN STREET PRIMARY CARE CENTRE ALFRED SQUIRE ROAD SURGERY CCG LEA ROAD MEDICAL PRACTICE DR SURYANI TUDOR MEDICAL CENTRE SHOWELL PARK HEALTH CENTRE PENNFIELDS MEDICAL CENTRE DR ST PIERRE-LIBBERTON DR SINHA & TAHIR HEALTH AND BEYOND FORDHOUSES MEDICAL CENTRE BILSTON URBAN VILLAGE MEDICAL CENTRE COALWAY ROAD SURGERY BAGARY'S MEDICAL PRACTICE THORNLEY STREET SURGERY ASHMORE PARK MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE 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 13 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 15% 17% Very easy Fairly easy 25% Not very easy 43% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 66 34 2018 Comparison of results CCG National 60% 65% 60 Easy 40 40% 35% Not easy 66 34 2019 Practice range within CCG – % Easy 2020 CCG range within region – % Easy Lowest Performing Highest Performing 37% 99% 50% 78% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (3, 789); CCG 2019 (4, 170); CCG 2018 (4, 087); Practice bases range from 62 to 127; CCG bases range from 1, 424 to 15, 481 14 © 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 15 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (3, 789); Practice bases range from 62 to 127 DR FOWLER EAST PARK MEDICAL PRACTICE NEWBRIDGE SURGERY Practices PROBERT ROAD SURGERY WEST PARK SURGERY DR SURYANI WARSTONES SURGERY PENN SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone POPLARS MEDICAL CENTRE ASHFIELD ROAD SURGERY IMPROVING HEALTH (IH) MEDICAL BILSTON FAMILY PRACTICE PRIMROSE LANE PRACTICE TETTENHALL ROAD MEDICAL PRACTICE MAYFIELD MEDICAL PRACTICE TETTENHALL MEDICAL PRACTICE CASTLECROFT MEDICAL PRACTICE DR MUDIGONDA TUDOR MEDICAL CENTRE LEA ROAD MEDICAL PRACTICE CCG PENNFIELDS MEDICAL CENTRE KEATS GROVE SURGERY HEALTH AND BEYOND PENN MANOR MEDICAL CENTRE PRESTBURY MEDICAL PRACTICE ASHMORE PARK MEDICAL CENTRE DUNCAN STREET PRIMARY CARE CENTRE COALWAY ROAD SURGERY GRIFFITHS DRIVE MEDICAL PRACTICE DR SINHA & TAHIR BILSTON URBAN VILLAGE MEDICAL CENTRE FORDHOUSES MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE THORNLEY STREET SURGERY SHOWELL PARK HEALTH CENTRE DR ST PIERRE-LIBBERTON BAGARY'S MEDICAL PRACTICE ALFRED SQUIRE ROAD SURGERY Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? 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 12% 3% Very helpful 36% Fairly helpful Not very helpful 49% Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 87 13 2018 Comparison of results % Not helpful 87 85 13 2019 15 2020 National 85% 89% Helpful 15% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 71% 96% 81% 93% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (3, 856); CCG 2019 (4, 238); CCG 2018 (4, 117); Practice bases range from 65 to 130; CCG bases range from 1, 453 to 15, 684 16 © 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 17 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (3, 856); Practice bases range from 65 to 130 TETTENHALL ROAD MEDICAL PRACTICE EAST PARK MEDICAL PRACTICE DR FOWLER Practices TETTENHALL MEDICAL PRACTICE WARSTONES SURGERY MAYFIELD MEDICAL PRACTICE POPLARS MEDICAL CENTRE WEST PARK SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ DR ST PIERRE-LIBBERTON PRIMROSE LANE PRACTICE DR SURYANI CASTLECROFT MEDICAL PRACTICE PENN SURGERY PROBERT ROAD SURGERY PENN MANOR MEDICAL CENTRE ASHFIELD ROAD SURGERY BILSTON FAMILY PRACTICE LEA ROAD MEDICAL PRACTICE NEWBRIDGE SURGERY GRIFFITHS DRIVE MEDICAL PRACTICE PRESTBURY MEDICAL PRACTICE KEATS GROVE SURGERY DR SINHA & TAHIR CCG PENNFIELDS MEDICAL CENTRE FORDHOUSES MEDICAL CENTRE DUNCAN STREET PRIMARY CARE CENTRE DR MUDIGONDA ALFRED SQUIRE ROAD SURGERY HEALTH AND BEYOND THORNLEY STREET SURGERY IMPROVING HEALTH (IH) MEDICAL SHOWELL PARK HEALTH CENTRE BILSTON URBAN VILLAGE MEDICAL CENTRE COALWAY ROAD SURGERY TUDOR MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE BAGARY'S MEDICAL PRACTICE ASHMORE PARK MEDICAL 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 18 © 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 (3, 886); Practice bases range from 68 to 131 19 © 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 Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (723, 567); CCG 2020 (3, 929); Practice bases range from 70 to 134 20 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% 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 12% 29% 15% Very easy Fairly easy Not very easy 44% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 79 21 2018 Comparison of results % Not easy 73 72 28 2019 27 2020 CCG National 73% 76% Easy 27% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 49% 97% 65% 84% *Those who say ‘Haven’t tried’ (71%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (1, 047); CCG 2019 (1, 068); CCG 2018 (1, 017); Practice bases range from 15 to 50; CCG bases range from 478 to 5, 533 21 © 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 22 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (1, 047); Practice bases range from 15 to 50 POPLARS MEDICAL CENTRE MAYFIELD MEDICAL PRACTICE NEWBRIDGE SURGERY Practices WEST PARK SURGERY EAST PARK MEDICAL PRACTICE PENN SURGERY BILSTON FAMILY PRACTICE WARSTONES SURGERY Percentage of patients saying it is ‘easy’ to use their GP practice’s website PROBERT ROAD SURGERY PRIMROSE LANE PRACTICE DR ST PIERRE-LIBBERTON DR FOWLER CASTLECROFT MEDICAL PRACTICE DR MUDIGONDA HEALTH AND BEYOND ASHFIELD ROAD SURGERY TETTENHALL MEDICAL PRACTICE TETTENHALL ROAD MEDICAL PRACTICE DUNCAN STREET PRIMARY CARE CENTRE IMPROVING HEALTH (IH) MEDICAL BILSTON URBAN VILLAGE MEDICAL CENTRE DR SINHA & TAHIR DR SURYANI KEATS GROVE SURGERY ALFRED SQUIRE ROAD SURGERY PRESTBURY MEDICAL PRACTICE CCG LEA ROAD MEDICAL PRACTICE PENN MANOR MEDICAL CENTRE SHOWELL PARK HEALTH CENTRE PENNFIELDS MEDICAL CENTRE GRIFFITHS DRIVE MEDICAL PRACTICE WHITMORE REANS MEDICAL PRACTICE TUDOR MEDICAL CENTRE FORDHOUSES MEDICAL CENTRE BAGARY'S MEDICAL PRACTICE ASHMORE PARK MEDICAL CENTRE THORNLEY STREET SURGERY COALWAY ROAD 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? 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 23 © 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% 44% 6% No, I was not offered a choice of appointment 45% 100 90 80 70 60 50 40 30 20 10 0 57 43 % No 59 41 2018 Comparison of results 2019 55 45 2020 National 55% 60% Yes 45% 40% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 30% 88% 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 (3, 046); CCG 2019 (3, 292); CCG 2018 (3, 175); Practice bases range from 43 to 101; CCG bases range from 1, 137 to 12, 259 24 © 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 25 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (3, 046); Practice bases range from 43 to 101 DR FOWLER PROBERT ROAD SURGERY TETTENHALL ROAD MEDICAL PRACTICE Practices NEWBRIDGE SURGERY PENN SURGERY PRIMROSE LANE PRACTICE WARSTONES SURGERY TETTENHALL MEDICAL PRACTICE Percentage of patients saying ‘yes’ they were offered a choice of appointment POPLARS MEDICAL CENTRE WEST PARK SURGERY ASHFIELD ROAD SURGERY MAYFIELD MEDICAL PRACTICE DR MUDIGONDA DR SURYANI BILSTON FAMILY PRACTICE CASTLECROFT MEDICAL PRACTICE SHOWELL PARK HEALTH CENTRE EAST PARK MEDICAL PRACTICE DR SINHA & TAHIR IMPROVING HEALTH (IH) MEDICAL PENN MANOR MEDICAL CENTRE FORDHOUSES MEDICAL CENTRE KEATS GROVE SURGERY CCG LEA ROAD MEDICAL PRACTICE TUDOR MEDICAL CENTRE HEALTH AND BEYOND BAGARY'S MEDICAL PRACTICE DR ST PIERRE-LIBBERTON THORNLEY STREET SURGERY PENNFIELDS MEDICAL CENTRE DUNCAN STREET PRIMARY CARE CENTRE PRESTBURY MEDICAL PRACTICE ALFRED SQUIRE ROAD SURGERY BILSTON URBAN VILLAGE MEDICAL CENTRE GRIFFITHS DRIVE MEDICAL PRACTICE COALWAY ROAD SURGERY WHITMORE REANS MEDICAL PRACTICE ASHMORE PARK 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 8% Yes, and I accepted an appointment 24% No, but I still took an appointment 68% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 70 30 % No 71 2019 CCG National 68% 73% Yes, took appt 68 29 2018 Comparison of results 32 2020 Yes, took appt 24% 21% No, took appt 8% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 48% 96% 61% 83% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (3, 680); CCG 2019 (3, 966); CCG 2018 (3, 857); Practice bases range from 63 to 128; CCG bases range from 1, 342 to 14, 742 26 © 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 27 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 (3, 680); Practice bases range from 63 to 128 DR FOWLER TETTENHALL MEDICAL PRACTICE NEWBRIDGE SURGERY Practices WEST PARK SURGERY TETTENHALL ROAD MEDICAL PRACTICE PROBERT ROAD SURGERY WARSTONES SURGERY PENN MANOR MEDICAL CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered POPLARS MEDICAL CENTRE PENN SURGERY BILSTON FAMILY PRACTICE DUNCAN STREET PRIMARY CARE CENTRE PRIMROSE LANE PRACTICE CASTLECROFT MEDICAL PRACTICE PRESTBURY MEDICAL PRACTICE PENNFIELDS MEDICAL CENTRE MAYFIELD MEDICAL PRACTICE SHOWELL PARK HEALTH CENTRE ASHFIELD ROAD SURGERY DR SURYANI CCG DR MUDIGONDA EAST PARK MEDICAL PRACTICE FORDHOUSES MEDICAL CENTRE TUDOR MEDICAL CENTRE BAGARY'S MEDICAL PRACTICE IMPROVING HEALTH (IH) MEDICAL DR SINHA & TAHIR DR ST PIERRE-LIBBERTON THORNLEY STREET SURGERY KEATS GROVE SURGERY LEA ROAD MEDICAL PRACTICE ALFRED SQUIRE ROAD SURGERY WHITMORE REANS MEDICAL PRACTICE COALWAY ROAD SURGERY BILSTON URBAN VILLAGE MEDICAL CENTRE GRIFFITHS DRIVE MEDICAL PRACTICE HEALTH AND BEYOND ASHMORE PARK MEDICAL CENTRE Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG 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 (239) 28 © 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 8% 11% 24% % Good Very good Fairly good Neither good nor poor 20% Fairly poor 37% Very poor 100 90 80 70 60 50 40 30 20 10 0 64 18 2018 Comparison of results % Poor 65 61 18 2019 19 2020 National 61% 65% Good 19% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 38% 96% 53% 77% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (3, 644); CCG 2019 (3, 913); CCG 2018 (3, 818); Practice bases range from 62 to 126; CCG bases range from 1, 333 to 14, 628 29 © 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 30 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (3, 644); Practice bases range from 62 to 126 DR FOWLER PROBERT ROAD SURGERY TETTENHALL MEDICAL PRACTICE Practices POPLARS MEDICAL CENTRE WARSTONES SURGERY WEST PARK SURGERY BILSTON FAMILY PRACTICE DR SURYANI Percentage of patients saying they had a ‘good’ experience of making an appointment NEWBRIDGE SURGERY PRIMROSE LANE PRACTICE PENN SURGERY DUNCAN STREET PRIMARY CARE CENTRE MAYFIELD MEDICAL PRACTICE TETTENHALL ROAD MEDICAL PRACTICE EAST PARK MEDICAL PRACTICE PENNFIELDS MEDICAL CENTRE PENN MANOR MEDICAL CENTRE PRESTBURY MEDICAL PRACTICE ASHFIELD ROAD SURGERY BILSTON URBAN VILLAGE MEDICAL CENTRE DR MUDIGONDA CASTLECROFT MEDICAL PRACTICE CCG IMPROVING HEALTH (IH) MEDICAL SHOWELL PARK HEALTH CENTRE WHITMORE REANS MEDICAL PRACTICE DR ST PIERRE-LIBBERTON DR SINHA & TAHIR LEA ROAD MEDICAL PRACTICE THORNLEY STREET SURGERY KEATS GROVE SURGERY TUDOR MEDICAL CENTRE FORDHOUSES MEDICAL CENTRE HEALTH AND BEYOND GRIFFITHS DRIVE MEDICAL PRACTICE ALFRED SQUIRE ROAD SURGERY COALWAY ROAD SURGERY BAGARY'S MEDICAL PRACTICE ASHMORE PARK MEDICAL CENTRE 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 31 © 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) 6% 6% 6% Listening to you Treating you with care and concern 3% 3% 12% 3% 9% 3% 3% 11% 41% 39% 41% 44% 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 (3, 663; 3, 668; 3, 672) 32 © 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’ 11% 7% 8% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 11% 7% 8% 30% 34% 62% 58% 36% 53% No, not at all Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (603, 943; 667, 229; 663, 675); CCG 2020 (3, 240; 3, 566; 3, 546) 33 © 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 19% Yes, definitely 47% Yes, to some extent 34% No, not at all 100 90 80 70 60 50 40 30 20 10 0 83 17 2018 Comparison of results % No 84 81 16 2019 Practice range within CCG – % Yes 19 2020 CCG National 81% 85% Yes 19% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 60% 97% 78% 90% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (277, 005); CCG 2020 (1, 622); CCG 2019 (1, 768); CCG 2018 (1, 642); Practice bases range from 29 to 61; CCG bases range from 528 to 6, 747 34 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 35 © 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 27% 35% Yes, definitely Yes, to some extent No, not at all 39% 100 90 80 70 60 50 40 30 20 10 0 74 26 2018 Comparison of results % No 77 73 23 2019 27 2020 National 73% 77% Yes 27% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 55% 96% 68% 83% 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 (1, 561); CCG 2019 (1, 746); CCG 2018 (1, 639); Practice bases range from 18 to 55; CCG bases range from 612 to 6, 183 36 © 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 37 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 (1, 561); Practice bases range from 18 to 55 FORDHOUSES MEDICAL CENTRE KEATS GROVE SURGERY PENN SURGERY Practices WARSTONES SURGERY WEST PARK SURGERY LEA ROAD MEDICAL PRACTICE PENNFIELDS MEDICAL CENTRE CASTLECROFT MEDICAL PRACTICE Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) SHOWELL PARK HEALTH CENTRE TETTENHALL MEDICAL PRACTICE PROBERT ROAD SURGERY COALWAY ROAD SURGERY BILSTON FAMILY PRACTICE TETTENHALL ROAD MEDICAL PRACTICE ASHFIELD ROAD SURGERY DR MUDIGONDA NEWBRIDGE SURGERY PRESTBURY MEDICAL PRACTICE POPLARS MEDICAL CENTRE IMPROVING HEALTH (IH) MEDICAL ALFRED SQUIRE ROAD SURGERY BAGARY'S MEDICAL PRACTICE PENN MANOR MEDICAL CENTRE DR FOWLER DUNCAN STREET PRIMARY CARE CENTRE PRIMROSE LANE PRACTICE HEALTH AND BEYOND DR SURYANI CCG EAST PARK MEDICAL PRACTICE DR SINHA & TAHIR WHITMORE REANS MEDICAL PRACTICE DR ST PIERRE-LIBBERTON TUDOR MEDICAL CENTRE ASHMORE PARK MEDICAL CENTRE MAYFIELD MEDICAL PRACTICE THORNLEY STREET SURGERY GRIFFITHS DRIVE MEDICAL PRACTICE BILSTON URBAN VILLAGE 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 38 © 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 9% 11% 22% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied 20% Fairly dissatisfied 39% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 65 2018 CCG National 61% 63% 61 Satisfied 20 20% 19% Dissatisfied 66 18 Comparison of results 17 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 38% 91% 54% 73% *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 (3, 598); CCG 2019 (3, 911); CCG 2018 (3, 781); Practice bases range from 62 to 123; CCG bases range from 1, 268 to 14, 536 39 © 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 40 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (3, 598); Practice bases range from 62 to 123 DR FOWLER WARSTONES SURGERY NEWBRIDGE SURGERY Practices ASHFIELD ROAD SURGERY PROBERT ROAD SURGERY TETTENHALL ROAD MEDICAL PRACTICE POPLARS MEDICAL CENTRE PENNFIELDS MEDICAL CENTRE Percentage of patients saying they are ‘satisfied’ with the appointment times available WEST PARK SURGERY PENN SURGERY EAST PARK MEDICAL PRACTICE TETTENHALL MEDICAL PRACTICE PRIMROSE LANE PRACTICE MAYFIELD MEDICAL PRACTICE DR MUDIGONDA DR SURYANI LEA ROAD MEDICAL PRACTICE SHOWELL PARK HEALTH CENTRE BILSTON FAMILY PRACTICE TUDOR MEDICAL CENTRE DUNCAN STREET PRIMARY CARE CENTRE CCG CASTLECROFT MEDICAL PRACTICE PENN MANOR MEDICAL CENTRE PRESTBURY MEDICAL PRACTICE IMPROVING HEALTH (IH) MEDICAL COALWAY ROAD SURGERY BILSTON URBAN VILLAGE MEDICAL CENTRE ALFRED SQUIRE ROAD SURGERY HEALTH AND BEYOND WHITMORE REANS MEDICAL PRACTICE DR ST PIERRE-LIBBERTON GRIFFITHS DRIVE MEDICAL PRACTICE FORDHOUSES MEDICAL CENTRE KEATS GROVE SURGERY DR SINHA & TAHIR THORNLEY STREET SURGERY ASHMORE PARK MEDICAL CENTRE BAGARY'S MEDICAL PRACTICE Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

Services when GP practice is closed • The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 41 © 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% 15% A healthcare professional called me back A healthcare professional visited me at home 25% 3% 5% 44% I went to A&E 37% 14% 13% I saw a pharmacist I went to another general practice service 7% 8% 19% 16% I went to another NHS service Can't remember CCG 51% 9% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (781) 42 © 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 41% It was about right 59% It took too long 100 90 80 70 60 50 40 30 20 10 0 % Took too long 61 55 45 59 39 2018 41 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 50% 72% 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 (720); CCG 2019 (850); CCG 2018 (822); CCG bases range from 271 to 3, 168 43 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 59% 63% About right 41% 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 10% 39% Yes, definitely Yes, to some extent 52% No, not at all 100 90 80 70 60 50 40 30 20 10 0 91 90 11 9 2018 CCG % No 89 10 2019 Comparison of results 2020 National 90% 91% Yes 10% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 86% 94% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (125, 059); CCG 2020 (716); CCG 2019 (889); CCG 2018 (836); CCG bases range from 271 to 3, 205 44 © 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 7% 11% 24% Fairly good Neither good nor poor 22% Fairly poor 36% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor 66 64 18 61 18 17 2018 2019 2020 Comparison of results CCG National 61% 67% Good 18% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 57% 75% 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 (757); CCG 2019 (891); CCG 2018 (853); CCG bases range from 282 to 3, 308 45 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 46 © 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. 47 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Want to know more? 48 © 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. 49 © 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. 50 © 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. 51 © Ipsos MORI 19 -071809 -01 | Version 1 | Public