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15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
1
Version 1| Internal Use Only
NHS SOUTHWARK CCG
Latest survey results January 2016 publication
15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
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Contents
This slide pack provides results for the following topic areas:
Background, introduction and guidance.….…………………….……………………………………………..Slide 3
Overall experience of GP surgeries……………………………………………………………………………...Slide 8
Access to GP services………..……………………………………………………………………………………Slide 14
Making an appointment…………………………………………………………………………………………….Slide 23
Waiting times at the GP surgery.….…………………………………………………………………………......Slide 34
Perceptions of care at patients’ last GP appointment………………………………………………….........Slide 38
Perceptions of care at patients’ last nurse appointment………………………………………………….…Slide 43
Satisfaction with the practice’s opening hours.……………………………………………………………….Slide 48
Out-of-hours services.…………………………………………………………………………………………...…Slide 52
Statistical reliability..………………………………………………………………………………………………..Slide 56
Want to know more?………………………………………………………………………………………………..Slide 58
15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
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Background, introduction
and guidance
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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 SOUTHWARK CCG.
• The data in this slide pack are based on the January 2016 GPPS publication. This
combines two waves of fieldwork, from January to March 2015 and July to September
2015, providing practice-level data.
• In NHS SOUTHWARK CCG, 17,063 questionnaires were sent out, and 4,455 were
returned completed. This represents a response rate of 26%.
• Prior to 2015 these slide packs presented Area Team averages for each CCG. These
are no longer included following the integration of Area Teams into the four existing
Regional Teams. However, CCGs can still see how their results compare to those of
other local CCGs.
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Introduction
• The GP Patient Survey measures patients’ experiences across a range of topics, including:
- Making appointments
- Waiting times
- Perceptions of care at appointments
- Practice opening hours
- Out-of-hours services
• The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations and over time.
• 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.
- The data are provided twice a year rather than in real time.
• However, given the consistency of the survey across organisations and over time, GPPS can be used as one element of evidence.
• It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys.
• This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration.
• Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice.
• The following slide suggests ideas for how the data can be used to improve services.
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Guidance on how to use the data
• 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.
• Analysing trends in a CCG’s results
over time: this provides a sense of the
direction of the CCG’s performance over
time. The CCG may wish to focus on areas
that have seen declines over time.
• 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.
The following suggest ideas for how the data in this slide pack can be used and interpreted to
improve GP services:
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Interpreting the results
• The number of respondents answering
(the base size) is stated for each
question. The total number of responses
is shown at the bottom of each chart.
• All comparisons are indicative only.
Differences may not be statistically
significant – particularly when
comparing practices due to low
numbers of responses.
• For guidance on statistical reliability, or for
details of where you can get more
information about the survey, please refer
to the end of this slide pack.
• Maps:
- CCG and practice-level results are
also displayed on maps, with results
split across 5 bands (or ‘quintiles’) in
order to have a fairly even distribution
at the national level of CCGs/practices
across each band.
• Trends:
- Latest / Jan 2016: refers to the
January 2016 publication (fieldwork
January to March 2015 and July to
September 2015)
- Jan 2015: refers to the January 2015
publication (fieldwork January to
March 2014 and July to September
2014).
- Dec 2013: refers to the December
2013 publication (fieldwork January
to March 2013 and July to September
2013).
• For further information on using the data
please refer to the end of this slide pack.
* More than 0% but less
than 0.5%
100% 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.
When fewer than 10
patients respond
In cases where fewer than
10 people 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.
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Overall experience of GP surgeries
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79%
9%
80%
7%
83%
7%
Good
Poor
Good
Poor
Good
Poor
Overall experience of GP surgery
37%
42%
13%
6% 3% Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
Overall, how would you describe your experience of your GP surgery?
Practice range in CCG – % Good Local CCG range – % Good
CCG’s results over time CCG’s results National results
85%
5%
Good
Poor
Lowest
Performing
Highest
Performing
50% 94%
Lowest
Performing
Highest
Performing
72% 86%
%Good = %Very good + %Fairly good
%Poor = %Very poor + %Fairly poor
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (836,967); CCG 2016 (4,347); CCG 2015 (4,543); CCG 2013 (5,195) Practice bases range from 65 to 123;
CCG bases range from 2,612 to 8,047
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Results range from
to
Overall experience:
how the CCG’s results compare to other local CCGs
Overall, how would you describe your experience of your GP surgery?
Comparisons are indicative only: differences may not
be statistically significant
72%
86%
Percentage of patients saying good
Base: All those completing a questionnaire: CCG bases range from 2,612 to 8,047 %Good = %Very good + %Fairly good
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Overall experience – how the CCG’s practices compare
Overall, how would you describe your experience of your GP surgery?
Comparisons are indicative only: differences may not
be statistically significant
Percentage of patients saying good
Base: All those completing a questionnaire: Practice bases range from 65 to 123
Results range from
to
50%
94%
%Good = %Very good + %Fairly good
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Overall experience – how the CCG’s practices compare
Percentage of patients saying good CCG Practices National Average
Overall, how would you describe your experience of your GP surgery?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
0%
10%
20%
30%
40%
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60%
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90%
100%
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Base: All those completing a questionnaire: National (836,967); CCG (4,347); Practice bases range from 65 to 123 %Good = %Very good + %Fairly good
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Overall experience – how the CCG’s practices compare
Percentage of patients saying good CCG Practices National Average
Overall, how would you describe your experience of your GP surgery?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
PA
RK
ME
DIC
AL C
EN
TR
E
Base: All those completing a questionnaire: National (836,967); CCG (4,347); Practice bases range from 65 to 123 %Good = %Very good + %Fairly good
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Access to GP services
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70%
26%
72%
23%
74%
21%
Easy
Not easy
Easy
Not easy
Easy
Not easy
Ease of getting through to GP surgery on the phone
27%
43%
17%
8% 5% Very easy
Fairly easy
Not very easy
Not at all easy
Haven't tried
Easy
Generally, how easy is it to get through to someone at your GP surgery on the phone?
Practice range in CCG - % Easy Local CCG range - % Easy
CCG’s results National results
Not easy
70%
26%
Lowest
Performing
Highest
Performing
31% 89%
Lowest
Performing
Highest
Performing
51% 81%
%Easy = %Very easy + %Fairly easy
%Not easy = %Not very easy + %Not at all easy
CCG’s results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (849,770); CCG 2016 (4,431); CCG 2015 (4,635); CCG 2013 (5,281) Practice bases range from 65 to 126;
CCG bases range from 2,655 to 8,185
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16
Ease of getting through to GP surgery on the phone:
how the CCG’s practices compare
Percentage of patients saying it is ‘easy’ to get through to someone on the phone
Generally, how easy is it to get through to someone at your GP surgery on the phone?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
CCG Practices National Average
Base: All those completing a questionnaire: National (849,770); CCG (4,431); Practice bases range from 65 to 126
0%
10%
20%
30%
40%
50%
60%
70%
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100%
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%Easy = %Very easy + %Fairly easy
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17
Ease of getting through to GP surgery on the phone:
how the CCG’s practices compare
Percentage of patients saying it is ‘easy’ to get through to someone on the phone
Generally, how easy is it to get through to someone at your GP surgery on the phone?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
CCG Practices National Average
Base: All those completing a questionnaire: National (849,770); CCG (4,431); Practice bases range from 65 to 126
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
DR
RS
DU
RS
TO
N'S
PR
AC
TIC
E
%Easy = %Very easy + %Fairly easy
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85%
13%
85%
13%
88%
11%
Helpful
Not helpful
Helpful
Not helpful
Helpful
Not helpful
Helpfulness of receptionists at GP surgery
43%
42%
10%
3% Very helpful
Fairly helpful
Not very helpful
Not at all helpful
Don't know
How helpful do you find the receptionists at your GP surgery?
Practice range in CCG - % Helpful Local CCG range - % Helpful
CCG’s results National results
Not helpful
87%
11%
Helpful
Lowest
Performing
Highest
Performing
64% 95%
Lowest
Performing
Highest
Performing
78% 88%
%Helpful = %Very helpful + %Fairly helpful
%Not helpful = %Not very helpful + %Not at all helpful
CCG’s results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (849,199); CCG 2016 (4,417); CCG 2015 (4,634); CCG 2013 (5,277) Practice bases range from 64 to
125; CCG bases range from 2,648 to 8,198
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Helpfulness of receptionists at GP surgery:
how the CCG’s practices compare
Percentage of patients saying receptionists at the GP surgery are ‘helpful’
CCG Practices National Average
How helpful do you find the receptionists at your GP surgery?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (849,199); CCG (4,417); Practice bases range from 64 to 125
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10%
20%
30%
40%
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100%
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AT
EL
DR
RS
DU
RS
TO
N'S
PR
AC
TIC
E
PA
RK
ME
DIC
AL C
EN
TR
E
ST
JA
ME
S C
HU
RC
H S
UR
GE
RY
%Helpful = %Very helpful + %Fairly helpful
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Helpfulness of receptionists at GP surgery:
how the CCG’s practices compare
Percentage of patients saying receptionists at the GP surgery are ‘helpful’
CCG Practices National Average
How helpful do you find the receptionists at your GP surgery?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (849,199); CCG (4,417); Practice bases range from 64 to 125
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
TH
E V
ILL
A S
TR
EE
T M
ED
ICA
L C
EN
TR
E
%Helpful = %Very helpful + %Fairly helpful
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Awareness of online services
22% 19%
4%
17%
53%
29% 30%
4%
10%
51%
0
10
20
30
40
50
60
70
80
90
100
Bookingappointments online
Ordering repeatprescriptions online
Accessing mymedical recordsonline
None of these Don't know
CCG
National
As far as you know, which of the following online services does your GP surgery offer?
Comparisons are indicative only: differences may not be statistically significant
Practice range
within CCG
Pe
rce
nta
ge a
wa
re o
f o
nlin
e s
erv
ice
s o
ffe
red b
y
GP
su
rge
ry
Base: All those completing a questionnaire: National (823,614); CCG (4,267); Practice bases range from 62 to 121
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22
Online service use
6% 7%
1%
88%
7% 10%
1%
86%
0
10
20
30
40
50
60
70
80
90
100
Booking appointmentsonline
Ordering repeatprescriptions online
Accessing my medicalrecords online
None of these
CCG
National
Pe
rcen
tage u
se
d o
nlin
e s
erv
ices in p
ast 6
mo
nth
s
And in the past 6 months, which of the following online services have you used at your GP
surgery?
Comparisons are indicative only: differences may not be statistically significant
Practice range
within CCG
Base: All those completing a questionnaire: National (823,965); CCG (4,294); Practice bases range from 63 to 120
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Making an appointment
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24
79%
15%
80%
16%
82%
15%
Yes
No
Yes
No
Yes
No
Success in getting an appointment
67%
12%
15%
5% Yes
Yes, but I had to call backcloser to or on the day
No
Can't remember
The last time you wanted to see or speak to a GP or nurse, were you able to get an
appointment to see or speak to someone?
Practice range in CCG - % Yes Local CCG range - % Yes
CCG’s results National results
85%
11%
Yes
No
Lowest
Performing
Highest
Performing
66% 94%
Lowest
Performing
Highest
Performing
76% 88%
%Yes = %Yes + %Yes, but I had to call back closer to or on the day
CCG's results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (815,057); CCG 2016 (4,234); CCG 2015 (4,450); CCG 2013 (5,036) Practice bases range
from 59 to 123; CCG bases range from 2,562 to 7,793
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25
Success in getting an appointment:
how the CCG’s practices compare
Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse
CCG Practices National Average
The last time you wanted to see or speak to a GP or nurse, were you able to get an
appointment to see or speak to someone?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (815,057); CCG (4,234); Practice bases range from 59 to 123
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
SIR
JO
HN
KIR
K C
LO
SE
SU
RG
ER
Y
ME
LB
OU
RN
E G
RO
VE
FA
LM
OU
TH
RO
AD
GR
OU
P P
RA
CT
ICE
DR
R K
AD
HIM
'S P
RA
CT
ICE
TH
E L
IST
ER
PR
IMA
RY
CA
RE
CE
NT
RE
PR
INC
ES
S S
TR
EE
T G
RO
UP
PR
AC
TIC
E
BE
RM
ON
DS
EY
AN
D L
AN
SD
OW
NE
ME
DIC
AL M
ISS
ION
TH
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RA
NG
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OA
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RA
CT
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CO
NC
OR
DIA
PA
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SID
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DM
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HA
DW
ICK
RO
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PE
NR
OS
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UR
GE
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BE
RM
ON
DS
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SP
A M
ED
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AF
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UR
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OL
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WIC
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RL
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P P
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DR
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CC
G
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AC
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INH
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TH
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AR
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SU
RR
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S H
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OS
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ES
SU
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MA
NO
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DR
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RS
TO
N'S
PR
AC
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LO
DG
E S
UR
GE
RY
ST
ER
NH
ALL
LA
NE
SU
RG
ER
Y
ST
GIL
ES
SU
RG
ER
Y D
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AT
EL
DR
R S
HA
RM
A'S
PR
AC
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TH
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HR
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ZE
RO
SIX
ME
DIC
AL
CE
NT
RE
ALB
ION
ST
RE
ET
GR
OU
P P
RA
CT
ICE
TH
E G
AR
DE
NS
SU
RG
ER
Y
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JA
ME
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HU
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RY
DR
KK
MIS
RA
'S P
RA
CT
ICE
TH
E N
UN
HE
AD
SU
RG
ER
Y
%Yes = %Yes + %Yes, but I had to call back closer to or on the day
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26
Success in getting an appointment:
how the CCG’s practices compare
Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse
CCG Practices National Average
The last time you wanted to see or speak to a GP or nurse, were you able to get an
appointment to see or speak to someone?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (815,057); CCG (4,234); Practice bases range from 59 to 123
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
TH
E V
ILL
A S
TR
EE
T M
ED
ICA
L C
EN
TR
E
%Yes = %Yes + %Yes, but I had to call back closer to or on the day
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27
86%
14%
87%
13%
89%
11%
Convenient
Not convenient
Convenient
Not convenient
Convenient
Not convenient
Convenience of appointment
40%
46%
12% Very convenient
Fairly convenient
Not very convenient
Not at all convenient
How convenient was the appointment you were able to get?
Practice range in CCG - % Convenient Local CCG range - % Convenient
CCG’s results National results
92%
8%
Convenient
Not convenient
Lowest
Performing
Highest
Performing
71% 97%
Lowest
Performing
Highest
Performing
85% 92%
%Convenient = %Very convenient + %Fairly convenient
%Not convenient = %Not very convenient + Not at all convenient
CCG's results over time
Dec 2013
Jan 2015
Latest
Base: All those able to get an appointment: National (703,182); CCG 2016 (3,377); CCG 2015 (3,597); CCG 2013 (4,142) Practice bases range
from 43 to 111; CCG bases range from 2,133 to 6,223
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28
Convenience of appointment:
how the CCG’s practices compare
Percentage of patients saying their appointment was ‘convenient’
CCG Practices National Average
How convenient was the appointment you were able to get?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those able to get an appointment: National (703,182); CCG (3,377); Practice bases range from 43 to 111
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
TH
E D
UL
WIC
H M
ED
ICA
L C
EN
TR
E
FA
LM
OU
TH
RO
AD
GR
OU
P P
RA
CT
ICE
DM
C C
HA
DW
ICK
RO
AD
HU
RL
EY
GR
OU
P P
RA
CT
ICE
SIR
JO
HN
KIR
K C
LO
SE
SU
RG
ER
Y
TH
E L
OR
DS
HIP
LA
NE
SU
RG
ER
Y
BE
RM
ON
DS
EY
SP
A M
ED
ICA
L C
EN
TR
E
DR
I S
ALA
U'S
PR
AC
TIC
E
PE
NR
OS
E S
UR
GE
RY
MA
NO
R P
LA
CE
SU
RG
ER
Y
ME
LB
OU
RN
E G
RO
VE
TH
E N
EW
MIL
L S
TR
EE
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UR
GE
RY
ST
ER
NH
ALL
LA
NE
SU
RG
ER
Y
BE
RM
ON
DS
EY
AN
D L
AN
SD
OW
NE
ME
DIC
AL M
ISS
ION
FO
RE
ST
HIL
L G
RO
UP
PR
AC
TIC
E
TH
E T
HR
EE
ZE
RO
SIX
ME
DIC
AL
CE
NT
RE
DR
R S
HA
RM
A'S
PR
AC
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CC
G
TH
E A
YLE
SB
UR
Y P
AR
TN
ER
SH
IP
OL
D K
EN
T R
OA
D S
UR
GE
RY
TH
E L
IST
ER
PR
IMA
RY
CA
RE
CE
NT
RE
TR
AF
AL
GA
R S
UR
GE
RY
CO
NC
OR
DIA
PA
RK
SID
E
QU
EE
NS
RO
AD
SU
RG
ER
Y
ALB
ION
ST
RE
ET
GR
OU
P P
RA
CT
ICE
TH
E V
ILL
A S
TR
EE
T M
ED
ICA
L C
EN
TR
E
SU
RR
EY
DO
CK
S H
EA
LT
H C
EN
TR
E
DR
R K
AD
HIM
'S P
RA
CT
ICE
SIL
VE
RLO
CK
TH
E G
RA
NG
E R
OA
D P
RA
CT
ICE
DR
KK
MIS
RA
'S P
RA
CT
ICE
DR
RS
DU
RS
TO
N'S
PR
AC
TIC
E
ST
GIL
ES
SU
RG
ER
Y
BLA
CK
FR
IAR
S M
ED
ICA
L P
RA
CT
ICE
ELM
LO
DG
E S
UR
GE
RY
TH
E G
AR
DE
NS
SU
RG
ER
Y
DR
AT
BR
AD
FO
RD
'S P
RA
CT
ICE
DR
SM
S H
OS
SA
IN'S
PR
AC
TIC
E
TH
E N
UN
HE
AD
SU
RG
ER
Y
ST
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ES
SU
RG
ER
Y D
R P
AT
EL
ST
JA
ME
S C
HU
RC
H S
UR
GE
RY
PR
INC
ES
S S
TR
EE
T G
RO
UP
PR
AC
TIC
E
DR
RH
K S
INH
A'S
PR
AC
TIC
E
TH
E H
AM
BL
ED
EN
CL
INIC
%Convenient = %Very convenient + %Fairly convenient
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29
Convenience of appointment:
how the CCG’s practices compare
Percentage of patients saying their appointment was ‘convenient’
CCG Practices National Average
How convenient was the appointment you were able to get?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those able to get an appointment: National (703,182); CCG (3,377); Practice bases range from 43 to 111
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
PA
RK
ME
DIC
AL C
EN
TR
E
%Convenient = %Very convenient + %Fairly convenient
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30
What patients do when they are unable to get appointment / are
offered an inconvenient appointment
What did you do on that occasion?*
40%
21%
6% 8% 3% 5%
9% 12%
38%
22%
6% 4% 3% 5%
12% 13%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Went to theappointment I was
offered
Got anappointment for a
different day
Had a consultationover the phone
Went to A&E Saw a pharmacist Used anotherNHS service
Decided to contactmy surgery
another time
Didn’t see or speak to anyone
CCG
National
Comparisons are indicative only: differences may not be statistically significant
Perc
enta
ge w
ho w
ent
on to d
o s
om
eth
ing
els
e w
hen
una
ble
to
ge
t a
pp
oin
tme
nt/
off
ere
d in
con
ve
nie
nt
app
oin
tme
nt
* The answer codes for this question were updated for July-September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only.
Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (58,637); CCG (472)
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31
67%
16%
69%
16%
73%
13%
Good
Poor
Good
Poor
Good
Poor
Overall experience of making an appointment
28%
38%
17%
9%
7% Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
Overall, how would you describe your experience of making an appointment?
Practice range in CCG - % Good Local CCG range - % Good
CCG’s results National results
73%
12%
Good
Poor
Lowest
Performing
Highest
Performing
39% 90%
Lowest
Performing
Highest
Performing
59% 78%
%Good = %Very good + %Fairly good
%Poor = %Fairly poor + %Very poor
CCG's results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (811,562); CCG 2016 (4,225); CCG 2015 (4,447); CCG 2013 (5,033) Practice bases range from 57 to 122;
CCG bases range from 2,560 to 7,821
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32
Overall experience of making an appointment:
how the CCG’s practices compare
Percentage of patients saying they had a ‘good’ experience of making an appointment
Overall, how would you describe your experience of making an appointment?
CCG Practices National Average
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (811,562); CCG (4,225); Practice bases range from 57 to 122
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
FA
LM
OU
TH
RO
AD
GR
OU
P P
RA
CT
ICE
DM
C C
HA
DW
ICK
RO
AD
ME
LB
OU
RN
E G
RO
VE
TH
E D
UL
WIC
H M
ED
ICA
L C
EN
TR
E
HU
RL
EY
GR
OU
P P
RA
CT
ICE
BE
RM
ON
DS
EY
AN
D L
AN
SD
OW
NE
ME
DIC
AL M
ISS
ION
TH
E G
RA
NG
E R
OA
D P
RA
CT
ICE
BE
RM
ON
DS
EY
SP
A M
ED
ICA
L C
EN
TR
E
TH
E N
EW
MIL
L S
TR
EE
T S
UR
GE
RY
FO
RE
ST
HIL
L G
RO
UP
PR
AC
TIC
E
DR
R K
AD
HIM
'S P
RA
CT
ICE
TH
E L
OR
DS
HIP
LA
NE
SU
RG
ER
Y
SIR
JO
HN
KIR
K C
LO
SE
SU
RG
ER
Y
DR
I S
ALA
U'S
PR
AC
TIC
E
MA
NO
R P
LA
CE
SU
RG
ER
Y
ST
ER
NH
ALL
LA
NE
SU
RG
ER
Y
SU
RR
EY
DO
CK
S H
EA
LT
H C
EN
TR
E
DR
AT
BR
AD
FO
RD
'S P
RA
CT
ICE
DR
SM
S H
OS
SA
IN'S
PR
AC
TIC
E
CC
G
CO
NC
OR
DIA
PA
RK
SID
E
QU
EE
NS
RO
AD
SU
RG
ER
Y
PE
NR
OS
E S
UR
GE
RY
PR
INC
ES
S S
TR
EE
T G
RO
UP
PR
AC
TIC
E
ELM
LO
DG
E S
UR
GE
RY
PA
RK
ME
DIC
AL C
EN
TR
E
ALB
ION
ST
RE
ET
GR
OU
P P
RA
CT
ICE
TH
E G
AR
DE
NS
SU
RG
ER
Y
BLA
CK
FR
IAR
S M
ED
ICA
L P
RA
CT
ICE
DR
R S
HA
RM
A'S
PR
AC
TIC
E
TH
E T
HR
EE
ZE
RO
SIX
ME
DIC
AL
CE
NT
RE
ST
GIL
ES
SU
RG
ER
Y D
R P
AT
EL
ST
GIL
ES
SU
RG
ER
Y
TH
E L
IST
ER
PR
IMA
RY
CA
RE
CE
NT
RE
TH
E A
YLE
SB
UR
Y P
AR
TN
ER
SH
IP
TR
AF
AL
GA
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RY
DR
KK
MIS
RA
'S P
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DR
RH
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INH
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PR
AC
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E
TH
E V
ILL
A S
TR
EE
T M
ED
ICA
L C
EN
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ST
JA
ME
S C
HU
RC
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UR
GE
RY
OL
D K
EN
T R
OA
D S
UR
GE
RY
TH
E H
AM
BL
ED
EN
CL
INIC
DR
RS
DU
RS
TO
N'S
PR
AC
TIC
E
SIL
VE
RLO
CK
%Good = %Very good + %Fairly good
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33
Overall experience of making an appointment:
how the CCG’s practices compare
Percentage of patients saying they had a ‘good’ experience of making an appointment
Overall, how would you describe your experience of making an appointment?
CCG Practices National Average
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (811,562); CCG (4,225); Practice bases range from 57 to 122
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
TH
E N
UN
HE
AD
SU
RG
ER
Y
%Good = %Very good + %Fairly good
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34
Waiting times at the GP surgery
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35
47%
45%
46%
47%
49%
46%
Don't wait toolong
Wait too long
Don't wait toolong
Wait too long
Don't wait toolong
Wait too long
Waiting times at the GP surgery
47%
31%
14%
8% I don't normally have to waittoo long
I have to wait a bit too long
I have to wait far too long
No opinion/doesn't apply
How do you feel about how long you normally have to wait to be seen?
Practice range in CCG – % Don’t wait too long Local CCG range – % Don’t wait too long
CCG’s results National results
58%
34%
Don’t wait too long
Wait too long
Lowest
Performing
Highest
Performing
16% 71%
Lowest
Performing
Highest
Performing
41% 61%
%Wait too long= %I have to wait a bit too long + %I have to wait far too long
CCG's results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (815,634); CCG 2016 (4,243); CCG 2015 (4,461); CCG 2013 (5,052) Practice
bases range from 59 to 122; CCG bases range from 2,570 to 7,834
15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
36
Waiting times at the GP surgery:
how the CCG’s practices compare
Percentage of patients saying they ‘don’t normally have to wait too long’
CCG Practices National Average
How do you feel about how long you normally have to wait to be seen?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (815,634); CCG (4,243); Practice bases range from 59 to 122
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
DR
R K
AD
HIM
'S P
RA
CT
ICE
DR
SM
S H
OS
SA
IN'S
PR
AC
TIC
E
FA
LM
OU
TH
RO
AD
GR
OU
P P
RA
CT
ICE
TH
E L
OR
DS
HIP
LA
NE
SU
RG
ER
Y
TH
E N
EW
MIL
L S
TR
EE
T S
UR
GE
RY
SU
RR
EY
DO
CK
S H
EA
LT
H C
EN
TR
E
BE
RM
ON
DS
EY
SP
A M
ED
ICA
L C
EN
TR
E
HU
RL
EY
GR
OU
P P
RA
CT
ICE
BE
RM
ON
DS
EY
AN
D L
AN
SD
OW
NE
ME
DIC
AL M
ISS
ION
DR
RH
K S
INH
A'S
PR
AC
TIC
E
TH
E G
RA
NG
E R
OA
D P
RA
CT
ICE
TH
E A
YLE
SB
UR
Y P
AR
TN
ER
SH
IP
TH
E D
UL
WIC
H M
ED
ICA
L C
EN
TR
E
ST
GIL
ES
SU
RG
ER
Y D
R P
AT
EL
DR
RS
DU
RS
TO
N'S
PR
AC
TIC
E
ST
GIL
ES
SU
RG
ER
Y
SIR
JO
HN
KIR
K C
LO
SE
SU
RG
ER
Y
ELM
LO
DG
E S
UR
GE
RY
ST
ER
NH
ALL
LA
NE
SU
RG
ER
Y
ME
LB
OU
RN
E G
RO
VE
CC
G
QU
EE
NS
RO
AD
SU
RG
ER
Y
CO
NC
OR
DIA
PA
RK
SID
E
DM
C C
HA
DW
ICK
RO
AD
BLA
CK
FR
IAR
S M
ED
ICA
L P
RA
CT
ICE
DR
AT
BR
AD
FO
RD
'S P
RA
CT
ICE
MA
NO
R P
LA
CE
SU
RG
ER
Y
DR
I S
ALA
U'S
PR
AC
TIC
E
TH
E T
HR
EE
ZE
RO
SIX
ME
DIC
AL
CE
NT
RE
TH
E H
AM
BL
ED
EN
CL
INIC
DR
R S
HA
RM
A'S
PR
AC
TIC
E
PR
INC
ES
S S
TR
EE
T G
RO
UP
PR
AC
TIC
E
OL
D K
EN
T R
OA
D S
UR
GE
RY
TR
AF
AL
GA
R S
UR
GE
RY
PA
RK
ME
DIC
AL C
EN
TR
E
FO
RE
ST
HIL
L G
RO
UP
PR
AC
TIC
E
DR
KK
MIS
RA
'S P
RA
CT
ICE
TH
E G
AR
DE
NS
SU
RG
ER
Y
TH
E N
UN
HE
AD
SU
RG
ER
Y
PE
NR
OS
E S
UR
GE
RY
TH
E V
ILL
A S
TR
EE
T M
ED
ICA
L C
EN
TR
E
TH
E L
IST
ER
PR
IMA
RY
CA
RE
CE
NT
RE
SIL
VE
RLO
CK
ALB
ION
ST
RE
ET
GR
OU
P P
RA
CT
ICE
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37
Waiting times at the GP surgery:
how the CCG’s practices compare
Percentage of patients saying they ‘don’t normally have to wait too long’
CCG Practices National Average
How do you feel about how long you normally have to wait to be seen?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (815,634); CCG (4,243); Practice bases range from 59 to 122
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ST
JA
ME
S C
HU
RC
H S
UR
GE
RY
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38
Perceptions of care at patients’
last GP appointment
15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
39
3% 3% 3% 4% 4% 4% 4% 4%
12% 9% 14% 17% 13%
40% 40%
39% 40%
40%
41% 45% 42% 36% 40%
Giving you enough time Listening to you Explaining tests andtreatments
Involving you indecisions about your
care
Treating you with careand concern
Very poor Poor Neither good nor poor Good Very good
Perceptions of care at last GP appointment
The last time you saw or spoke to a GP from your GP surgery, how good was that GP at
each of the following?*
Base: All those completing a questionnaire: CCG (4,233; 4,220; 4,096; 3,976; 4,166); National (812,087; 810,167; 779,287; 748,634; 797,664)
CCG’s results
*Those who say ‘Doesn’t apply’ have been excluded from these results.
National results
% Poor
Very poor
Very good
CCG results
% Poor
4% 4% 3% 5% 4%
7% 6% 5% 7% 7%
%Poor = %Very poor + %Poor
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40
88%
7%
89%
6%
89%
7%
Yes
No
Yes
No
Yes
No
Confidence and trust in the GP
55% 33%
7% 5% Yes, definitely
Yes, to some extent
No, not at all
Don't know/can't say
Did you have confidence and trust in the GP you saw or spoke to?
Practice range in CCG - % Yes Local CCG range - % Yes
CCG’s results National results
92%
5%
Yes
No
Lowest
Performing
Highest
Performing
73% 98%
Lowest
Performing
Highest
Performing
85% 93%
%Yes = %Yes, definitely + %Yes, to some extent
CCG's results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (821,488); CCG 2016 (4,289); CCG 2015 (4,503); CCG 2013 (5,091) Practice bases range from 60 to 124;
CCG bases range from 2,593 to 7,939
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41
Confidence and trust in the GP:
how the CCG’s practices compare
Percentage of patients saying they have trust and confidence in their GP
CCG Practices National Average
Did you have confidence and trust in the GP you saw or spoke to?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (821,488); CCG (4,289); Practice bases range from 60 to 124
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
DM
C C
HA
DW
ICK
RO
AD
ME
LB
OU
RN
E G
RO
VE
HU
RL
EY
GR
OU
P P
RA
CT
ICE
DR
R K
AD
HIM
'S P
RA
CT
ICE
TH
E G
RA
NG
E R
OA
D P
RA
CT
ICE
SIL
VE
RLO
CK
FA
LM
OU
TH
RO
AD
GR
OU
P P
RA
CT
ICE
OL
D K
EN
T R
OA
D S
UR
GE
RY
DR
KK
MIS
RA
'S P
RA
CT
ICE
ALB
ION
ST
RE
ET
GR
OU
P P
RA
CT
ICE
DR
R S
HA
RM
A'S
PR
AC
TIC
E
DR
I S
ALA
U'S
PR
AC
TIC
E
DR
RH
K S
INH
A'S
PR
AC
TIC
E
PE
NR
OS
E S
UR
GE
RY
TH
E H
AM
BL
ED
EN
CL
INIC
TH
E D
UL
WIC
H M
ED
ICA
L C
EN
TR
E
ST
ER
NH
ALL
LA
NE
SU
RG
ER
Y
TH
E L
IST
ER
PR
IMA
RY
CA
RE
CE
NT
RE
TH
E V
ILL
A S
TR
EE
T M
ED
ICA
L C
EN
TR
E
TH
E N
EW
MIL
L S
TR
EE
T S
UR
GE
RY
DR
SM
S H
OS
SA
IN'S
PR
AC
TIC
E
CC
G
CO
NC
OR
DIA
PA
RK
SID
E
TH
E T
HR
EE
ZE
RO
SIX
ME
DIC
AL
CE
NT
RE
TR
AF
AL
GA
R S
UR
GE
RY
BE
RM
ON
DS
EY
AN
D L
AN
SD
OW
NE
ME
DIC
AL M
ISS
ION
BLA
CK
FR
IAR
S M
ED
ICA
L P
RA
CT
ICE
FO
RE
ST
HIL
L G
RO
UP
PR
AC
TIC
E
ST
JA
ME
S C
HU
RC
H S
UR
GE
RY
MA
NO
R P
LA
CE
SU
RG
ER
Y
BE
RM
ON
DS
EY
SP
A M
ED
ICA
L C
EN
TR
E
QU
EE
NS
RO
AD
SU
RG
ER
Y
ST
GIL
ES
SU
RG
ER
Y
SIR
JO
HN
KIR
K C
LO
SE
SU
RG
ER
Y
TH
E L
OR
DS
HIP
LA
NE
SU
RG
ER
Y
TH
E N
UN
HE
AD
SU
RG
ER
Y
DR
AT
BR
AD
FO
RD
'S P
RA
CT
ICE
TH
E A
YLE
SB
UR
Y P
AR
TN
ER
SH
IP
TH
E G
AR
DE
NS
SU
RG
ER
Y
SU
RR
EY
DO
CK
S H
EA
LT
H C
EN
TR
E
ST
GIL
ES
SU
RG
ER
Y D
R P
AT
EL
ELM
LO
DG
E S
UR
GE
RY
PA
RK
ME
DIC
AL C
EN
TR
E
DR
RS
DU
RS
TO
N'S
PR
AC
TIC
E
%Yes = %Yes, definitely + %Yes, to some extent
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42
Confidence and trust in the GP:
how the CCG’s practices compare
Percentage of patients saying they have trust and confidence in their GP
CCG Practices National Average
Did you have confidence and trust in the GP you saw or spoke to?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (821,488); CCG (4,289); Practice bases range from 60 to 124
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
PR
INC
ES
S S
TR
EE
T G
RO
UP
PR
AC
TIC
E
%Yes = %Yes, definitely + %Yes, to some extent
15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
43
Perceptions of care at patients’ last
nurse appointment
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44
3% 3% 3% 4% 3% 10% 11% 13% 15% 11%
41% 41% 41% 42%
43%
45% 43% 42% 38% 41%
Giving you enough time Listening to you Explaining tests andtreatments
Involving you indecisions about your
care
Treating you with careand concern
Very poor Poor Neither good nor poor Good Very good
Perceptions of care at last nurse appointment
The last time you saw or spoke to a nurse from your GP surgery, how good was that nurse
at each of the following?*
Base: All those completing a questionnaire: CCG (3,586; 3,543; 3,470; 3,214; 3,500); National (728,958; 721,085; 701,838; 638,362; 710,955)
CCG’s results
*Those who say ‘Doesn’t apply’ have been excluded from these results.
National results
% Poor
Very poor
Very good
CCG results
% Poor
2% 2% 2% 3% 2%
4% 5% 5% 5% 5%
%Poor = %Very poor + %Poor
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45
77%
5%
79%
4%
80%
5%
Yes
No
Yes
No
Yes
No
Confidence and trust in the nurse
47%
29%
5%
18% Yes, definitely
Yes, to some extent
No, not at all
Don't know/can't say
Did you have confidence and trust in the nurse you saw or spoke to?
Practice range in CCG - % Yes Local CCG range - % Yes
CCG’s results National results
84%
3%
Yes
No
Lowest
Performing
Highest
Performing
62% 95%
Lowest
Performing
Highest
Performing
69% 84%
%Yes = %Yes, definitely + %Yes, to some extent
CCG's results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (796,042); CCG 2016 (4,115); CCG 2015 (4,295); CCG 2013 (4,825) Practice bases range from 60 to 115;
CCG bases range from 2,483 to 7,607
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46
Confidence and trust in the nurse:
how the CCG’s practices compare
Percentage of patients saying they have trust and confidence in their nurse
CCG Practices National Average
Did you have confidence and trust in the nurse you saw or spoke to?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (796,042); CCG (4,115); Practice bases range from 60 to 115
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
SU
RR
EY
DO
CK
S H
EA
LT
H C
EN
TR
E
TH
E D
UL
WIC
H M
ED
ICA
L C
EN
TR
E
PA
RK
ME
DIC
AL C
EN
TR
E
FA
LM
OU
TH
RO
AD
GR
OU
P P
RA
CT
ICE
TH
E G
RA
NG
E R
OA
D P
RA
CT
ICE
TH
E H
AM
BL
ED
EN
CL
INIC
SIR
JO
HN
KIR
K C
LO
SE
SU
RG
ER
Y
DR
KK
MIS
RA
'S P
RA
CT
ICE
TH
E L
IST
ER
PR
IMA
RY
CA
RE
CE
NT
RE
ST
ER
NH
ALL
LA
NE
SU
RG
ER
Y
TH
E N
EW
MIL
L S
TR
EE
T S
UR
GE
RY
ST
JA
ME
S C
HU
RC
H S
UR
GE
RY
QU
EE
NS
RO
AD
SU
RG
ER
Y
SIL
VE
RLO
CK
DR
R K
AD
HIM
'S P
RA
CT
ICE
DR
R S
HA
RM
A'S
PR
AC
TIC
E
PR
INC
ES
S S
TR
EE
T G
RO
UP
PR
AC
TIC
E
ME
LB
OU
RN
E G
RO
VE
DR
AT
BR
AD
FO
RD
'S P
RA
CT
ICE
TR
AF
AL
GA
R S
UR
GE
RY
TH
E V
ILL
A S
TR
EE
T M
ED
ICA
L C
EN
TR
E
BLA
CK
FR
IAR
S M
ED
ICA
L P
RA
CT
ICE
DR
SM
S H
OS
SA
IN'S
PR
AC
TIC
E
ST
GIL
ES
SU
RG
ER
Y D
R P
AT
EL
ST
GIL
ES
SU
RG
ER
Y
ALB
ION
ST
RE
ET
GR
OU
P P
RA
CT
ICE
HU
RL
EY
GR
OU
P P
RA
CT
ICE
CC
G
BE
RM
ON
DS
EY
AN
D L
AN
SD
OW
NE
ME
DIC
AL M
ISS
ION
MA
NO
R P
LA
CE
SU
RG
ER
Y
BE
RM
ON
DS
EY
SP
A M
ED
ICA
L C
EN
TR
E
TH
E L
OR
DS
HIP
LA
NE
SU
RG
ER
Y
DR
RS
DU
RS
TO
N'S
PR
AC
TIC
E
TH
E G
AR
DE
NS
SU
RG
ER
Y
DR
RH
K S
INH
A'S
PR
AC
TIC
E
TH
E N
UN
HE
AD
SU
RG
ER
Y
DR
I S
ALA
U'S
PR
AC
TIC
E
CO
NC
OR
DIA
PA
RK
SID
E
DM
C C
HA
DW
ICK
RO
AD
OL
D K
EN
T R
OA
D S
UR
GE
RY
PE
NR
OS
E S
UR
GE
RY
FO
RE
ST
HIL
L G
RO
UP
PR
AC
TIC
E
TH
E T
HR
EE
ZE
RO
SIX
ME
DIC
AL
CE
NT
RE
ELM
LO
DG
E S
UR
GE
RY
%Yes = %Yes, definitely + % Yes, to some extent
15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
47
Confidence and trust in the nurse:
how the CCG’s practices compare
Percentage of patients saying they have trust and confidence in their nurse
CCG Practices National Average
Did you have confidence and trust in the nurse you saw or spoke to?
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (796,042); CCG (4,115); Practice bases range from 60 to 115
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
TH
E A
YLE
SB
UR
Y P
AR
TN
ER
SH
IP
%Yes = %Yes, definitely + % Yes, to some extent
15-032172-01 Version 1 | Internal Use Only © Ipsos MORI
48
Satisfaction with the
practice’s opening hours
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49
74%
11%
75%
11%
80%
8%
Satisfied
Dissatisfied
Satisfied
Dissatisfied
Satisfied
Dissatisfied
Satisfaction with opening hours
35%
39%
11%
7% 4%
5% Very satisfied
Fairly satisfied
Neither satisfied nordissatisfied
Fairly dissatisfied
Very dissatisfied
I'm not sure when my GPsurgery is open
How satisfied are you with the hours that your GP surgery is open?
Practice range in CCG - % Satisfied Local CCG range - % Satisfied
CCG’s results National results
75%
10%
Satisfied
Dissatisfied
Lowest
Performing
Highest
Performing
57% 92%
Lowest
Performing
Highest
Performing
68% 79%
%Satisfied = %Very satisfied + %Fairly satisfied
%Dissatisfied = %Very dissatisfied + %Fairly dissatisfied
CCG's results over time
Dec 2013
Jan 2015
Latest
Base: All those completing a questionnaire: National (837,583); CCG 2016 (4,348); CCG 2015 (4,536); CCG 2013 (5,199) Practice bases range from 62
to 124; CCG bases range from 2,611 to 8,048
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50
Satisfaction with opening hours:
how the CCG’s practices compare
Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open
How satisfied are you with the hours that your GP surgery is open?
CCG Practices National Average
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (837,583); CCG (4,348); Practice bases range from 62 to 124
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
DM
C C
HA
DW
ICK
RO
AD
FA
LM
OU
TH
RO
AD
GR
OU
P P
RA
CT
ICE
ME
LB
OU
RN
E G
RO
VE
TH
E D
UL
WIC
H M
ED
ICA
L C
EN
TR
E
FO
RE
ST
HIL
L G
RO
UP
PR
AC
TIC
E
ST
ER
NH
ALL
LA
NE
SU
RG
ER
Y
BLA
CK
FR
IAR
S M
ED
ICA
L P
RA
CT
ICE
ST
GIL
ES
SU
RG
ER
Y D
R P
AT
EL
SIR
JO
HN
KIR
K C
LO
SE
SU
RG
ER
Y
PE
NR
OS
E S
UR
GE
RY
DR
R K
AD
HIM
'S P
RA
CT
ICE
BE
RM
ON
DS
EY
AN
D L
AN
SD
OW
NE
ME
DIC
AL M
ISS
ION
MA
NO
R P
LA
CE
SU
RG
ER
Y
TH
E G
RA
NG
E R
OA
D P
RA
CT
ICE
BE
RM
ON
DS
EY
SP
A M
ED
ICA
L C
EN
TR
E
TH
E G
AR
DE
NS
SU
RG
ER
Y
ST
JA
ME
S C
HU
RC
H S
UR
GE
RY
ELM
LO
DG
E S
UR
GE
RY
PR
INC
ES
S S
TR
EE
T G
RO
UP
PR
AC
TIC
E
TH
E N
EW
MIL
L S
TR
EE
T S
UR
GE
RY
TH
E L
OR
DS
HIP
LA
NE
SU
RG
ER
Y
CC
G
DR
RH
K S
INH
A'S
PR
AC
TIC
E
SIL
VE
RLO
CK
SU
RR
EY
DO
CK
S H
EA
LT
H C
EN
TR
E
TR
AF
AL
GA
R S
UR
GE
RY
TH
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DR
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HA
RM
A'S
PR
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DR
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PR
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DIA
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%Satisfied = %Very satisfied + %Fairly satisfied
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Satisfaction with opening hours:
how the CCG’s practices compare
Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open
How satisfied are you with the hours that your GP surgery is open?
CCG Practices National Average
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (837,583); CCG (4,348); Practice bases range from 62 to 124
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
TH
E L
IST
ER
PR
IMA
RY
CA
RE
CE
NT
RE
%Satisfied = %Very satisfied + %Fairly satisfied
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Out-of-hours services
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Use of out-of-hours services*
Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (67,889); CCG (354)
*The out of hours questions were redesigned for July - September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only.
Considering all of the services you contacted, which of the following happened on that
occasion?
55%
24%
3%
36%
11%
23%
6%
61%
26%
6%
33%
9%
23%
4%
I contacted an NHS service by telephone
A health professional called me back
A health professional visited me at home
I went to A&E
I saw a pharmacist
I went to another NHS service
Can't remember
CCG National
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Use of out-of-hours services*
How do you feel
about how quickly
you received care
or advice on that
occasion?
Base: All those
who tried to
contact an NHS
service when GP
surgery closed in
past 6 months:
National (68,038);
CCG (357)
52% 37%
11%
It was aboutright
It took too long
Don'tknow/doesn'tapply
36%
46%
11% 6%
Yes, definitely
Yes, to someextent
No, not at all
Don'tknow/can't say
Considering all of
the people you
saw or spoke to
on that occasion,
did you have
confidence and
trust in them?
Base: All those
who tried to
contact an NHS
service when GP
surgery closed in
past 6 months:
National (68,118);
CCG (360)
*The out of hours questions were redesigned for July - September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only.
62% 32% About right Took too long
National results 86% 9% Yes No
National results
%Yes = %Yes, definitely + % Yes, to some extent
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Overall experience of out-of-hours services
%Good = %Very good + %Fairly good
%Poor = %Fairly poor + %Very poor
26%
35%
19%
9%
8%
3% Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
Don't know/can't say
Overall, how would you describe your last experience of NHS services when you wanted to
see a GP but your GP surgery was closed?*
CCG’s results National results
67%
15%
Good
Poor
*The out of hours questions were redesigned for July-September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only. As the results
shown are only for one wave of the survey, comparisons between practices will not be shown until the July 2016 publication.
CCG's results over time
Local CCG range - % Good
Lowest
Performing
Highest
Performing
49% 71%
Latest
61%
17%
Good
Poor
Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (68,172); CCG (358); CCG bases range from 233 to 728
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Statistical reliability
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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.
Average sample size on
which results are based
Approximate confidence intervals for percentages at or near
these levels
Level 1:
10% or 90%
Level 2:
30% or 70%
Level 3:
50%
+/- +/- +/-
National 836,967 0.09 0.13 0.15
CCG 4,000 1.18 1.86 2.07
Practice 100 5.05 9.41 11.3
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 surgery?”
For example, taking a CCG where 4,000 people responded and where 30% give a particular answer, 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 +/-1.86 percentage points from that
question’s result (i.e. between 28.14% and 31.86%).
When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone
in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e.g.
practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust.
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Want to know more?
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Further background information about the survey
• Across both waves of the research the survey was sent to c.2.4 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.
• Results are available every six months for every practice in the UK and date back
to 2007, allowing meaningful comparisons of patients’ experiences.
• For more information about the survey please visit https://gp-patient.co.uk/.
• The overall response rate to the survey is 36%, based on 854,032 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.
36% National response
rate
2.4m Surveys to adults
registered with an
English GP practice
854,032 Completed surveys
in the Jan 2016
publication
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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/surveys-and-reports - you can also see previous years’ results here.
• To analyse the survey data for a specific participant group (e.g. by age), go to
http://results.gp-patient.co.uk/report/1/rt1_profiles.aspx
• To break down the survey results by survey question as well as by participant demographics, go to
http://results.gp-patient.co.uk/report/6/rt3_result.aspx
• To look at trends in responses and study the survey data by different participant groups, go to http://results.gp-
patient.co.uk/report/12/rt1_profiles.aspx
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For further information about the GP Patient Survey, please
get in touch with the GPPS team at Ipsos MORI at
We would be interested to hear any feedback you have on
this slide pack, so we can make improvements for the next
publication (July 2016).