nhs hounslow ccg latest survey results · • ipsos mori administers the survey on behalf of nhs...
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Version 1| Public
© Ipsos MORI 18-042653-01 | Version 1 | Public
NHS HOUNSLOW CCG
Latest survey results July 2019 publication
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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?
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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 HOUNSLOW CCG.
• The data in this slide pack are based on the July 2019 GPPS publication.
• In NHS HOUNSLOW CCG, 18,905 questionnaires were sent out, and 5,054 were returned completed. This represents a response rate of 27%.
• 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.
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Introduction
• The GP Patient Survey measures patients’ experiences across a range of topics, including:
- Your local GP services
- Making an appointment
- Your last appointment
- Overall experience
- Your health
- When your GP practice is closed
- NHS Dentistry
- Some questions about you
• The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations.
• The survey has limitations:
- Sample sizes at practice level are relatively small.
- The survey does not include qualitative data which limits the detail provided by the results.
• The data provide a snapshot of patient experience at a given time, and are updated annually.
• Given the consistency of the survey across organisations, GPPS can be used as one element of evidence.
• It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys.
• This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration.
• Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice.
• The following slide suggests ideas for how the data can be used to improve services.
• This pack includes trend data, beginning in 2018. Following the extensive changes to the questionnaire in 2018, all questions at CCG and practice level are not comparable prior to this year.
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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.
• 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:
*Images used in this slide are for example purposes only
*
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Interpreting the results
• The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart.
• All comparisons are indicative only. Differences may not be statistically significant – particularly when comparing practices due to low numbers of responses.
• For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack.
• Maps: CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band.
• Trends:
- Latest / 2019: refers to the July 2019 publication (fieldwork January to March 2019)
- 2018: refers to the August 2018 publication (fieldwork January to March 2018)
• For further information on using the data please refer to the end of this slide pack.
* 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, or cases
where multiple responses are allowed.
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.
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Overall experience of GP practice
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83%
8%
Overall experience of GP practice
39%
39%
14%
6% Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
Q31. Overall, how would you describe your experience of your GP practice?
National
6%
Good
Poor
%Good = %Very good + %Fairly good
%Poor = %Very poor + %Fairly poor
Base: All those completing a questionnaire: National (760,037); CCG 2019 (4,985); CCG 2018 (4,766); Practice bases range from 57 to 130; CCG bases
range from 2,377 to 8,129
CCG’s results Comparison of results
78%
Good
Poor
CCG
80 78
7 8 0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Good % Poor
CCG’s results over time
Practice range in CCG – % Good Local CCG range – % Good
Lowest Performing
Highest Performing
62% 97%
Lowest Performing
Highest Performing
74% 88%
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Overall experience:
how the CCG’s results compare to other local CCGs
Comparisons are indicative only: differences may not be statistically significant
74%
88%
Percentage of patients saying ‘good’
Base: All those completing a questionnaire: CCG bases range from 2,377 to 8,129 %Good = %Very good + %Fairly good
Q31. Overall, how would you describe your experience of your GP practice?
The CCG represented by this pack is highlighted in red
Results range from
to
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Overall experience:
how the CCG’s practices compare
Percentage of patients saying ‘good’
Base: All those completing a questionnaire: Practice bases range from 57 to 130
Q31. Overall, how would you describe your experience of your GP practice?
Comparisons are indicative only: differences may not be statistically significant
Results range from
to
62%
97%
%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
Base: All those completing a questionnaire: National (760,037); CCG 2019 (4,985); Practice bases range from 57 to 130
Q31. Overall, how would you describe your experience of your GP practice?
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%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
Base: All those completing a questionnaire: National (760,037); CCG 2019 (4,985); Practice bases range from 57 to 130
Q31. Overall, how would you describe your experience of your GP practice?
0%
10%
20%
30%
40%
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Comparisons are indicative only: differences may not be statistically significant
%Good = %Very good + %Fairly good
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Local GP services
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22%
44%
23%
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Very easy
Fairly easy
Not very easy
Not at all easy
68%
33%
Ease of getting through to GP practice on the phone
Q1. Generally, how easy is it to get through to someone at your GP practice on the phone?
32%
Easy
Not easy
Base: All those completing a questionnaire excluding 'Haven't tried': National (742,537); CCG 2019 (4,838); CCG 2018 (4,655); Practice bases range
from 57 to 129; CCG bases range from 2,324 to 7,930
67%
Easy
Not easy
70 67
30 33
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60
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90
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2018 2019
% Easy % Not easy
%Easy = %Very easy + %Fairly easy
%Not easy = %Not very easy + %Not at all easy
Practice range in CCG – % Easy Local CCG range – % Easy
Lowest Performing
Highest Performing
35% 99%
Lowest Performing
Highest Performing
52% 83%
CCG’s results Comparison of results CCG’s results over time
National CCG
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Percentage of patients saying it is ‘easy’ to get through to someone on the phone
Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742,537); CCG 2019 (4,838); Practice bases range from 57 to 129 %Easy = %Very easy + %Fairly easy
Q1. Generally, how easy is it to get through to someone at your GP practice on the phone?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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Ease of getting through to GP practice on the phone:
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Percentage of patients saying it is ‘easy’ to get through to someone on the phone
Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742,537); CCG 2019 (4,838); Practice bases range from 57 to 129 %Easy = %Very easy + %Fairly easy
Q1. Generally, how easy is it to get through to someone at your GP practice on the phone?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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40%
46%
10% 3%
Very helpful
Fairly helpful
Not very helpful
Not at all helpful
89%
14%
Helpfulness of receptionists at GP practice
Q2. How helpful do you find the receptionists at your GP practice?
11%
Helpful
Not helpful
Base: All those completing a questionnaire excluding ‘Don’t know’: National (751,111); CCG 2019 (4,926); CCG 2018 (4,731); Practice bases range
from 57 to 131; CCG bases range from 2,359 to 8,065
86%
Helpful
Not helpful
87 86
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2018 2019
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%Helpful = %Very helpful + %Fairly helpful
%Not helpful = %Not very helpful + %Not at all helpful
Practice range in CCG – % Helpful Local CCG range – % Helpful
Lowest Performing
Highest Performing
76% 100%
Lowest Performing
Highest Performing
81% 92%
CCG’s results Comparison of results CCG’s results over time
National CCG
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Helpfulness of receptionists at GP practice:
how the CCG’s practices compare
Percentage of patients saying receptionists at the GP practice are ‘helpful’
Base: All those completing a questionnaire excluding ‘Don’t know’: National (751,111); CCG 2019 (4,926); Practice bases range from 57 to 131 %Helpful = %Very helpful + %Fairly helpful
Q2. How helpful do you find the receptionists at your GP practice?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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0%
10%
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80%
90%
100%
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ICE
Helpfulness of receptionists at GP practice:
how the CCG’s practices compare
Percentage of patients saying receptionists at the GP practice are ‘helpful’
Base: All those completing a questionnaire excluding ‘Don’t know’: National (751,111); CCG 2019 (4,926); Practice bases range from 57 to 131 %Helpful = %Very helpful + %Fairly helpful
Q2. How helpful do you find the receptionists at your GP practice?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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Access to online services
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48%
40%
16%
10%
33%
44% 41%
15%
7%
40%
0
10
20
30
40
50
60
70
80
90
100
Bookingappointments
online
Ordering repeatprescriptions
online
Accessing mymedical records
online
None of these Don't know
CCG
National
Awareness of online services
Comparisons are indicative only: differences may not be statistically significant
Perc
enta
ge a
ware
of
onlin
e s
erv
ices o
ffere
d b
y
GP
pra
ctic
e
Base: All those completing a questionnaire: National (746,334); CCG 2019 (4,904); Practice bases range from 51 to 130
Q4. As far as you know, which of the following online services does your GP practice offer?
Practice range
within CCG
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Online service use
19% 18%
6%
71%
15% 16%
4%
76%
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
Perc
enta
ge u
sed o
nlin
e s
erv
ices in
past 12 m
onth
s
Practice range
within CCG
Base: All those completing a questionnaire: National (754,767); CCG 2019 (4,953); Practice bases range from 55 to 132
Q5. Which of the following general practice online services have you used in the past 12 months?
Comparisons are indicative only: differences may not be statistically significant
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77%
25%
Ease of use of online services
Q6. How easy is it to use your GP practice’s website to look for information or access services?*
23%
Easy
Not easy
Base: All those completing a questionnaire excluding 'Haven't tried': National (259,817); CCG 2019 (2,014); CCG 2018 (1,623); Practice bases range
from 10 to 68; CCG bases range from 929 to 3,006
75%
Easy
Not easy
%Easy = %Very easy + %Fairly easy
%Not easy = %Not very easy + %Not at all easy
Practice range in CCG – % Easy Local CCG range – % Easy
Lowest Performing
Highest Performing
44% 92%
Lowest Performing
Highest Performing
66% 79%
29%
46%
17%
8%
Very easy
Fairly easy
Not very easy
Not at all easy
75 75
25 25
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Easy % Not easy
*Those who say ‘Haven’t tried’ (55%) have been excluded from these results.
CCG’s results Comparison of results CCG’s results over time
National CCG
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0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
MA
NO
R H
OU
SE
PR
AC
TIC
E
AR
GY
LE
HE
AL
TH
-IS
LEW
OR
TH
PR
AC
TIC
E
CR
OS
SL
AN
DS
SU
RG
ER
Y
LIV
ING
CA
RE
HE
ST
ON
CL
IFF
OR
D R
OA
D S
UR
GE
RY
TH
E P
RA
CT
ICE
FE
LTH
AM
HO
UN
SLO
W M
ED
ICA
L C
EN
TR
E
CR
AN
FO
RD
ME
DIC
AL
CE
NT
RE
AL
BAN
Y P
RA
CT
ICE
TW
ICK
EN
HA
M P
AR
K M
ED
ICA
LC
EN
TR
E
CH
ISW
ICK
FA
MIL
Y D
RS
PR
AC
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E
HA
TT
ON
ME
DIC
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PR
AC
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BA
TH
RO
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SU
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Y
QU
EE
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PA
RK
ME
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PR
AC
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BR
EN
TF
OR
D F
AM
ILY P
RA
CT
ICE
TH
OR
NB
UR
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OA
D C
EN
TR
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OR
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TH
CA
RL
TO
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UR
GE
RY
SK
YW
AYS
ME
DIC
AL C
EN
TR
E
WE
ST4
GP
S
WIL
LOW
PR
AC
TIC
E
TH
E P
RA
CT
ICE
HE
AR
T O
FH
OU
NS
LOW
CC
G
ST D
AV
IDS
PR
AC
TIC
E
BR
EN
TF
OR
D G
RO
UP
PR
AC
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E
GR
EE
NB
RO
OK
BE
DF
ON
T
GR
OV
E P
AR
K T
ER
RA
CE
SU
RG
ER
Y
HO
UN
SLO
W F
AM
ILY
PR
AC
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E
FIR
STC
AR
E P
RA
CT
ICE
GL
EBE
ST
RE
ET S
UR
GE
RY
GR
OV
E V
ILLA
GE
ME
DIC
AL C
EN
TR
E
GR
EE
N P
RA
CT
ICE
CH
ISW
ICK
HEA
LTH
PR
AC
TIC
E
JER
SE
Y P
RA
CT
ICE
GR
OV
E P
AR
K S
UR
GER
Y
CL
IFF
OR
D H
OU
SE
ME
DIC
AL
CE
NT
RE
WE
LL
ES
LEY
RO
AD
PR
AC
TIC
E
HO
LL
Y R
OA
D M
ED
ICA
L C
EN
TR
E
DR
SO
OD
'S P
RA
CTIC
E
PE
NT
EL
OW
PR
AC
TIC
E
SP
RIN
G G
RO
VE
ME
DIC
AL P
RAC
TIC
E
MO
UN
T M
ED
ICA
L C
EN
TR
E
BLU
E W
ING
FA
MIL
Y D
OC
TO
R U
NIT
LIT
TL
E P
AR
K S
UR
GE
RY
ST. M
AR
GA
RE
TS P
RA
CT
ICE
Ease of use of online services:
how the CCG’s practices compare
Percentage of patients saying it is ‘easy’ to use their GP practice’s website
%Easy = %Very easy + %Fairly easy
Base: All those completing a questionnaire excluding 'Haven't tried': National (259,817); CCG 2019 (2,014); Practice bases range from 10 to 68
Q6. How easy is it to use your GP practice’s website to look for information or access services?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
KIN
GF
ISH
ER
PR
AC
TIC
E
CH
ES
TN
UT
PR
AC
TIC
E
RE
DW
OO
D P
RA
CT
ICE
GIL
L M
ED
ICA
L P
RA
CT
ICE
Ease of use of online services:
how the CCG’s practices compare
Percentage of patients saying it is ‘easy’ to use their GP practice’s website
%Easy = %Very easy + %Fairly easy
Base: All those completing a questionnaire excluding 'Haven't tried': National (259,817); CCG 2019 (2,014); Practice bases range from 10 to 68
Q6. How easy is it to use your GP practice’s website to look for information or access services?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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Making an appointment
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10%
55%
9%
37%
Yes, a choice of place
Yes, a choice of time orday
Yes, a choice ofhealthcare professional
No, I was not offered achoice of appointment
62%
37%
Choice of appointment
38%
Yes
No
Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593,075); CCG 2019
(3,813); CCG 2018 (3,717); Practice bases range from 44 to 109; CCG bases range from 1,902 to 6,085
63%
Yes
No
62 63
38 37
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Yes % No
Q16. On this occasion (when you last tried to make a general practice appointment), were you
offered a choice of appointment?
Practice range in CCG – % Yes Local CCG range – % Yes
Lowest Performing
Highest Performing
40% 89%
Lowest Performing
Highest Performing
57% 74%
%Yes = ‘a choice of place’ and/or ‘a choice of time or
day’ and/or ‘a choice of healthcare professional’
CCG’s results Comparison of results CCG’s results over time
National CCG
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Choice of appointment:
how the CCG’s practices compare
Percentage of patients saying ‘yes’ they were offered a choice of appointment
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
HO
UN
SLO
W M
ED
ICA
L C
EN
TR
E
CR
OS
SL
AN
DS
SU
RG
ER
Y
AL
BAN
Y P
RA
CT
ICE
WE
ST
4 G
PS
LIV
ING
CA
RE
HE
ST
ON
GR
OV
E V
ILLA
GE
ME
DIC
AL C
EN
TR
E
FIR
STC
AR
E P
RA
CT
ICE
GL
EB
E S
TR
EE
T S
UR
GE
RY
SK
YW
AYS
ME
DIC
AL
CE
NT
RE
GR
EE
NB
RO
OK
BE
DFO
NT
TH
OR
NB
UR
Y R
OA
D C
EN
TR
E F
OR
HE
AL
TH
CR
AN
FO
RD
ME
DIC
AL
CE
NTR
E
AR
GY
LE
HE
AL
TH
-IS
LEW
OR
TH
PR
AC
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LIT
TL
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AR
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UR
GE
RY
CA
RL
TO
N S
UR
GER
Y
GR
EE
N P
RA
CTIC
E
BR
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TF
OR
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RO
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PR
AC
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TH
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RA
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ICE
HE
AR
T O
FH
OU
NS
LOW
ST
DA
VID
S P
RA
CT
ICE
CC
G
ST
. M
AR
GA
RE
TS
PR
AC
TIC
E
HO
UN
SLO
W F
AM
ILY
PR
AC
TIC
E
QU
EE
NS
PA
RK
ME
DIC
AL
PR
AC
TIC
E
BR
EN
TFO
RD
FA
MIL
Y P
RA
CT
ICE
BL
UE
WIN
G F
AM
ILY
DO
CT
OR
UN
IT
TW
ICK
EN
HA
M P
AR
K M
ED
ICA
LC
EN
TR
E
GR
OV
E P
AR
K S
UR
GE
RY
CL
IFFO
RD
RO
AD
SU
RG
ER
Y
TH
E P
RA
CT
ICE
FE
LT
HA
M
BA
TH
RO
AD
SU
RG
ER
Y
HA
TT
ON
ME
DIC
AL
PR
AC
TIC
E
CH
ES
TN
UT
PR
AC
TIC
E
DR
SO
OD
'S P
RA
CT
ICE
JER
SE
Y P
RAC
TIC
E
WE
LL
ES
LEY
RO
AD
PR
AC
TIC
E
CH
ISW
ICK
HE
AL
TH
PR
AC
TIC
E
PE
NT
EL
OW
PR
AC
TIC
E
WIL
LOW
PR
AC
TIC
E
CH
ISW
ICK
FA
MIL
Y D
RS
PR
AC
TIC
E
GR
OV
E P
AR
K T
ER
RA
CE
SU
RG
ER
Y
MA
NO
R H
OU
SE
PR
AC
TIC
E
SP
RIN
G G
RO
VE
ME
DIC
AL
PR
AC
TIC
E
HO
LL
Y R
OA
D M
ED
ICA
L C
EN
TR
E
MO
UN
T M
ED
ICA
L C
EN
TR
E
Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (5 93,075); CCG 2019
(3,813); Practice bases range from 44 to 109
Q16. On this occasion (when you last tried to make a general practice appointment), were you
offered a choice of appointment?
CCG Practices National
%Yes = ‘a choice of place’ and/or ‘a choice of time or
day’ and/or ‘a choice of healthcare professional’
Comparisons are indicative only: differences may not be statistically significant
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Choice of appointment:
how the CCG’s practices compare
Percentage of patients saying ‘yes’ they were offered a choice of appointment
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
RE
DW
OO
D P
RA
CT
ICE
CL
IFFO
RD
HO
USE
ME
DIC
AL C
EN
TR
E
GIL
L M
ED
ICA
L P
RA
CT
ICE
KIN
GF
ISH
ER
PR
AC
TIC
E
Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (5 93,075); CCG 2019
(3,813); Practice bases range from 44 to 109
Q16. On this occasion (when you last tried to make a general practice appointment), were you
offered a choice of appointment?
CCG Practices National
%Yes = ‘a choice of place’ and/or ‘a choice of time or
day’ and/or ‘a choice of healthcare professional’
Comparisons are indicative only: differences may not be statistically significant
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70% 74%
70%
24%
7%
Yes, and I accepted anappointment
No, but I still took anappointment
No, and I did not takean appointment
Satisfaction with appointment offered
Practice range in CCG – % Yes Local CCG range – % Yes
Lowest Performing
Highest Performing
47% 93%
Lowest Performing
Highest Performing
62% 77%
Base: All who tried to make an appointment since being registered: National (711,867); CCG 2019 (4,624); CCG 2018 (4,479); Practice bases range
from 55 to 125; CCG bases range from 2,251 to 7,502
69 70
31 30
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Yes % No
Q17. Were you satisfied with the type of appointment (or appointments) you were offered?
6%
24%
7%
No, took appt
20%
Yes, took appt
No, took appt
Yes, took appt
No, didn’t take appt No, didn’t take appt
%No = %No, but I sti l l took an appointment +
%No, and I did not take an appointment
CCG’s results Comparison of results CCG’s results over time
National CCG
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Satisfaction with appointment offered:
how the CCG’s practices compare
Percentage of patients saying ‘yes’ they were satisfied with the appointment offered
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AL
BAN
Y P
RA
CT
ICE
CR
AN
FO
RD
ME
DIC
AL C
EN
TR
E
AR
GY
LE
HE
AL
TH
-IS
LEW
OR
TH
PR
AC
TIC
E
SK
YW
AYS
ME
DIC
AL C
EN
TR
E
HO
UN
SLO
W M
ED
ICA
L C
EN
TR
E
LIV
ING
CA
RE
HE
ST
ON
BL
UE
WIN
G F
AM
ILY
DO
CT
OR
UN
IT
BR
EN
TF
OR
D G
RO
UP
PR
AC
TIC
E
TH
OR
NB
UR
Y R
OA
D C
EN
TR
E F
OR
HE
AL
TH
ST. M
AR
GA
RE
TS P
RA
CT
ICE
CR
OS
SL
AN
DS
SU
RG
ER
Y
CL
IFFO
RD
RO
AD
SU
RG
ER
Y
HO
UN
SLO
W F
AM
ILY
PR
AC
TIC
E
QU
EE
NS
PA
RK
ME
DIC
AL P
RA
CT
ICE
BR
EN
TF
OR
D F
AM
ILY P
RA
CT
ICE
TH
E P
RA
CT
ICE
HE
AR
T O
FH
OU
NS
LOW
TH
E P
RA
CT
ICE
FE
LTH
AM
GR
OV
E P
AR
K S
UR
GER
Y
GR
EE
NB
RO
OK
BE
DF
ON
T
CA
RL
TO
N S
UR
GE
RY
CH
ES
TN
UT
PR
AC
TIC
E
WE
LL
ES
LEY
RO
AD
PR
AC
TIC
E
CC
G
FIR
STC
AR
E P
RA
CT
ICE
LIT
TL
E P
AR
K S
UR
GE
RY
GR
OV
E V
ILLA
GE
ME
DIC
AL C
EN
TR
E
CH
ISW
ICK
HE
AL
TH
PR
AC
TIC
E
GR
EE
N P
RA
CTIC
E
WE
ST4
GP
S
HA
TTO
N M
ED
ICAL
PR
AC
TIC
E
JER
SE
Y P
RA
CT
ICE
ST D
AV
IDS
PR
AC
TIC
E
TW
ICK
EN
HA
M P
AR
K M
ED
ICA
LC
EN
TR
E
GLE
BE
ST
RE
ET S
UR
GE
RY
BA
TH
RO
AD
SU
RG
ER
Y
DR
SO
OD
'S P
RA
CTIC
E
PE
NT
EL
OW
PR
AC
TIC
E
SP
RIN
G G
RO
VE
ME
DIC
AL
PR
AC
TIC
E
CH
ISW
ICK
FA
MIL
Y D
RS
PR
AC
TIC
E
GR
OV
E P
AR
K T
ER
RA
CE
SU
RG
ER
Y
WIL
LOW
PR
AC
TIC
E
MO
UN
T M
ED
ICA
L C
EN
TR
E
HO
LL
Y R
OA
D M
ED
ICA
L C
EN
TR
E
GIL
L M
ED
ICA
L P
RA
CT
ICE
Base: All who tried to make an appointment since being registered: National (711,867); CCG 2019 (4,624); Practice bases range from 55 to 125
Q17. Were you satisfied with the type of appointment (or appointments) you were offered?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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Satisfaction with appointment offered:
how the CCG’s practices compare
Percentage of patients saying ‘yes’ they were satisfied with the appointment offered
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
KIN
GF
ISH
ER
PR
AC
TIC
E
MA
NO
R H
OU
SE
PR
AC
TIC
E
CL
IFF
OR
D H
OU
SE
ME
DIC
AL
CE
NT
RE
RE
DW
OO
D P
RA
CT
ICE
Base: All who tried to make an appointment since being registered: National (711,867); CCG 2019 (4,624); Practice bases range from 55 to 125
Q17. Were you satisfied with the type of appointment (or appointments) you were offered?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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15%
6%
18% 14%
8%
17%
11% 12%
27%
14%
8% 12% 10% 10%
21%
12% 11%
29%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Got an
appointment for
a different day
Called an NHS
helpline, such
as NHS 111
Went to A&E Spoke to a
pharmacist
Went to or
contacted
another NHS
service
Decided to
contact my
practice another
time
Looked for
information
online
Spoke to a
friend or family
member
Didn’t see or speak to anyone
CCG
National
What patients do when they are not satisfied with the
appointment offered and do not take it O
f th
ose
wh
o d
eclin
ed
an
ap
po
intm
en
t,
pe
rce
nta
ge
wh
o w
en
t o
n to
do
so
me
thin
g e
lse
Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34,350); CCG 20 19 (232)
Q19. What did you do when you did not take the appointment you were offered?
Comparisons are indicative only: differences may not be statistically significant
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67%
15%
Overall experience of making an appointment
26%
39%
20%
9% 5% Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
Q22. Overall, how would you describe your experience of making an appointment?
Practice range in CCG – % Good Local CCG range – % Good
16%
Good
Poor
Lowest Performing
Highest Performing
41% 96%
Lowest Performing
Highest Performing
57% 75%
%Good = %Very good + %Fairly good
%Poor = %Very poor + %Fairly poor
Base: All who tried to make an appointment since being registered: National (705,310); CCG 2019 (4,604); CCG 2018 (4,470); Practice bases range
from 56 to 127; CCG bases range from 2,244 to 7,482
65%
Good
Poor
66 65
15 15 0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Good % Poor
CCG’s results Comparison of results CCG’s results over time
National CCG
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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
Base: All who tried to make an appointment since being registered: National (705,310); CCG 2019 (4,604); Practice bases range from 56 to 127
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AL
BAN
Y P
RA
CT
ICE
HO
UN
SLO
W M
ED
ICA
L C
EN
TR
E
LIV
ING
CA
RE
HE
ST
ON
CR
AN
FO
RD
ME
DIC
AL
CE
NT
RE
TH
OR
NB
UR
Y R
OA
D C
EN
TR
E F
OR
HE
AL
TH
TH
E P
RA
CT
ICE
FE
LTH
AM
AR
GY
LE
HE
AL
TH
-IS
LEW
OR
TH
PR
AC
TIC
E
CR
OS
SL
AN
DS
SU
RG
ER
Y
FIR
ST
CA
RE
PR
AC
TIC
E
ST. M
AR
GA
RE
TS
PR
AC
TIC
E
CL
IFF
OR
D R
OA
D S
UR
GE
RY
TH
E P
RA
CT
ICE
HE
AR
T O
FH
OU
NS
LOW
HO
UN
SLO
W F
AM
ILY
PR
AC
TIC
E
BL
UE
WIN
G F
AM
ILY
DO
CT
OR
UN
IT
BR
EN
TF
OR
D G
RO
UP
PR
AC
TIC
E
SK
YW
AYS
ME
DIC
AL
CE
NT
RE
CA
RL
TO
N S
UR
GE
RY
GR
EE
NB
RO
OK
BE
DF
ON
T
HA
TT
ON
ME
DIC
AL
PR
AC
TIC
E
WE
ST4
GP
S
GR
EE
N P
RA
CT
ICE
WE
LL
ES
LEY
RO
AD
PR
AC
TIC
E
CC
G
BR
EN
TFO
RD
FA
MIL
Y P
RA
CT
ICE
LIT
TL
E P
AR
K S
UR
GE
RY
QU
EE
NS
PA
RK
ME
DIC
AL P
RA
CT
ICE
BA
TH
RO
AD
SU
RG
ER
Y
CH
ES
TN
UT
PR
AC
TIC
E
PE
NT
EL
OW
PR
AC
TIC
E
JER
SE
Y P
RA
CT
ICE
GR
OV
E P
AR
K S
UR
GER
Y
GR
OV
E V
ILLA
GE
ME
DIC
AL C
EN
TR
E
CH
ISW
ICK
HE
AL
TH
PR
AC
TIC
E
ST D
AV
IDS
PR
AC
TIC
E
GL
EBE
ST
RE
ET S
UR
GE
RY
SP
RIN
G G
RO
VE
ME
DIC
AL P
RAC
TIC
E
GR
OV
E P
AR
K T
ER
RA
CE
SU
RG
ER
Y
TW
ICK
EN
HA
M P
AR
K M
ED
ICA
LC
EN
TR
E
CL
IFF
OR
D H
OU
SE
ME
DIC
AL
CE
NT
RE
CH
ISW
ICK
FAM
ILY
DR
S P
RA
CT
ICE
GIL
L M
ED
ICA
L P
RA
CT
ICE
DR
SO
OD
'S P
RA
CTIC
E
MO
UN
T M
ED
ICA
L C
EN
TR
E
WIL
LOW
PR
AC
TIC
E
%Good = %Very good + %Fairly good
Q22. Overall, how would you describe your experience of making an appointment?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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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
Base: All who tried to make an appointment since being registered: National (705,310); CCG 2019 (4,604); Practice bases range from 56 to 127
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
MA
NO
R H
OU
SE
PR
AC
TIC
E
HO
LL
Y R
OA
D M
ED
ICA
L C
EN
TR
E
RE
DW
OO
D P
RA
CT
ICE
KIN
GF
ISH
ER
PR
AC
TIC
E
%Good = %Very good + %Fairly good
Q22. Overall, how would you describe your experience of making an appointment?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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Perceptions of care at patients’
last appointment
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Perceptions of care at patients’ last appointment with a
healthcare professional
Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (717,030 ; 715,282; 717,062); CCG
2019 (4,633; 4,632; 4,636)
CCG’s results
Nationl results %
Poor (total)
CCG results
% Poor (total)
%Poor (total) = %Very poor + %Poor
Q26. Last time you had a general practice appointment, how good was the healthcare professional
at each of the following
40% 44% 43%
41% 40% 38%
14% 11% 13%
4% 4% 4% 3%
Giving you enough time Listening to you Treating you with care and concern
Very good Good Neither good nor poor Poor Very poor
National results
% ‘Poor’ (total)
CCG results
% ‘Poor’ (total)
Very poor
Very good
4% 4% 4%
6% 6% 6%
Giving you enough time Listening to you Treating you with care and concern
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Perceptions of care at patients’ last appointment with a
healthcare professional
Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’:
National (637,385; 705,397; 706,338); CCG 2019 (4,072; 4,509; 4,501)
CCG’s results
Nationl results %
Poor (total)
CCG results
% Poor (total)
Q28-30. During your last general practice appointment…
51% 60% 55%
38% 32% 36%
11% 8% 9%
Felt involved in decisions about care andtreatment
Had confidence and trust in thehealthcare professional
Felt their needs were met
Yes, definitely Yes, to some extent No, not at all
National results
% ‘No, not at all’
CCG results
% ‘No, not at all’
No, not at all
Yes, definitely
7% 5% 6%
11% 8% 9%
Felt involved in decisions about care
and treatment Had confidence and trust in the
healthcare professional
Felt their needs were met
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48%
34%
19%
Yes, definitely
Yes, to some extent
No, not at all
86%
19%
Mental health needs recognised and understood
14%
Yes
No
Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my
last appointment’: National (284,999); CCG 2019 (2,073); CCG 2018 (1,953); Practice bases range from 22 to 59; CCG bases range from 852 to 3,542
81%
Yes
No
82 81
18 19
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Yes % No
Q27. 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?
%Yes = %Yes, definitely + %Yes, to some extent
Practice range in CCG – % Yes Local CCG range – % Yes
Lowest Performing
Highest Performing
60% 100%
Lowest Performing
Highest Performing
76% 89%
CCG’s results Comparison of results CCG’s results over time
National CCG
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Managing health conditions
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35%
38%
27%
Yes, definitely
Yes, to some extent
No, not at all
78%
27%
Support with managing health conditions
22%
Yes
No
Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292,168); CCG 2019 (1,654); CCG 2018
(1,564); Practice bases range from 16 to 51; CCG bases range from 773 to 2,655
73%
Yes
No
Q38. In the last 12 months, have you had enough support from local services or organisations to
help you to manage your condition (or conditions)?
Practice range in CCG – % Yes Local CCG range – % Yes
Lowest Performing
Highest Performing
48% 94%
Lowest Performing
Highest Performing
67% 82%
74 73
26 27
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Yes % No
CCG’s results Comparison of results CCG’s results over time
%Yes = %Yes, definitely + %Yes, to some extent
National CCG
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Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s)
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
TH
E P
RA
CT
ICE
HE
AR
T O
FH
OU
NS
LOW
HA
TTO
N M
ED
ICAL
PR
AC
TIC
E
FIR
ST
CA
RE
PR
AC
TIC
E
CL
IFFO
RD
RO
AD
SU
RG
ER
Y
BA
TH
RO
AD
SU
RG
ER
Y
AR
GY
LE
HE
AL
TH
-IS
LEW
OR
TH
PR
AC
TIC
E
HO
UN
SLO
W F
AM
ILY
PR
AC
TIC
E
ST D
AV
IDS
PR
AC
TIC
E
CH
ES
TN
UT
PR
AC
TIC
E
SP
RIN
G G
RO
VE
ME
DIC
AL P
RAC
TIC
E
AL
BAN
Y P
RA
CT
ICE
GR
EE
N P
RA
CTIC
E
JER
SE
Y P
RA
CT
ICE
CR
OS
SL
AN
DS
SU
RG
ER
Y
BR
EN
TF
OR
D G
RO
UP
PR
AC
TIC
E
GR
EE
NB
RO
OK
BE
DF
ON
T
WE
LL
ES
LEY
RO
AD
PR
AC
TIC
E
MA
NO
R H
OU
SE
PR
AC
TIC
E
QU
EE
NS
PA
RK
ME
DIC
AL
PR
AC
TIC
E
GR
OV
E P
AR
K S
UR
GER
Y
DR
SO
OD
'S P
RA
CT
ICE
CR
AN
FO
RD
ME
DIC
AL C
EN
TR
E
WIL
LOW
PR
AC
TIC
E
LIV
ING
CA
RE
HE
ST
ON
CC
G
HO
UN
SLO
W M
ED
ICA
L C
EN
TR
E
SK
YW
AYS
ME
DIC
AL
CE
NT
RE
TH
E P
RA
CT
ICE
FE
LTH
AM
CA
RL
TO
N S
UR
GE
RY
RE
DW
OO
D P
RA
CT
ICE
MO
UN
T M
ED
ICA
L C
EN
TR
E
BLU
E W
ING
FA
MIL
Y D
OC
TO
R U
NIT
GL
EBE
ST
RE
ET S
UR
GE
RY
TH
OR
NB
UR
Y R
OA
D C
EN
TR
E F
OR
HE
AL
TH
ST. M
AR
GA
RE
TS
PR
AC
TIC
E
TW
ICK
EN
HA
M P
AR
K M
ED
ICA
LC
EN
TR
E
PE
NT
EL
OW
PR
AC
TIC
E
HO
LL
Y R
OA
D M
ED
ICA
L C
EN
TR
E
GR
OV
E V
ILL
AG
E M
ED
ICA
L C
EN
TR
E
KIN
GF
ISH
ER
PR
AC
TIC
E
BR
EN
TF
OR
D F
AM
ILY P
RA
CT
ICE
WE
ST4
GP
S
GIL
L M
ED
ICA
L P
RA
CT
ICE
CH
ISW
ICK
HE
AL
TH
PR
AC
TIC
E
Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292,168); CCG 2019 (1,654); Practice
bases range from 16 to 51
Q38. In the last 12 months, have you had enough support from local services or organisations to
help you to manage your condition (or conditions)?
Support with managing long-term health conditions:
how the CCG’s practices compare
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
%Yes = %Yes, definitely + %Yes, to some extent
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Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s)
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
LIT
TL
E P
AR
K S
UR
GE
RY
GR
OV
E P
AR
K T
ER
RA
CE
SU
RG
ER
Y
CL
IFF
OR
D H
OU
SE
ME
DIC
AL
CE
NT
RE
CH
ISW
ICK
FAM
ILY
DR
S P
RA
CT
ICE
Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292,168); CCG 2019 (1,654); Practice
bases range from 16 to 51
Q38. In the last 12 months, have you had enough support from local services or organisations to
help you to manage your condition (or conditions)?
Support with managing long-term health conditions:
how the CCG’s practices compare
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
%Yes = %Yes, definitely + %Yes, to some extent
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Satisfaction with general
practice appointment times
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23%
41%
18%
10%
7%
Very satisfied
Fairly satisfied
Neither satisfied nordissatisfied
Fairly dissatisfied
Very dissatisfied
65%
17%
Satisfaction with appointment times
18%
Satisfied
Dissatisfied
Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696,898); CCG 2019 (4,631); CCG 2018
(4,517); Practice bases range from 54 to 122; CCG bases range from 2,254 to 7,543
64%
Satisfied
Dissatisfied
67 64
16 17
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Satisfied % Dissatisfied
Q8. How satisfied are you with the general practice appointment times that are available to you?*
%Satisfied = %Very satisfied + %Fairly satisfied
%Dissatisfied = %Very dissatisfied + %Fairly dissatisfied
Practice range in CCG – % Satisfied Local CCG range – % Satisfied
Lowest Performing
Highest Performing
43% 88%
Lowest Performing
Highest Performing
58% 72%
*Those who say ‘I’m not sure when I can get an appointment’ (1%) have been excluded from these results.
CCG’s results Comparison of results CCG’s results over time
National CCG
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Satisfaction with appointment times:
how the CCG’s practices compare
Percentage of patients saying they are ‘satisfied’ with the appointment times available
Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696,898); CCG 2019 (4,631);
Practice bases range from 54 to 122
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AL
BAN
Y P
RA
CT
ICE
HO
UN
SLO
W M
ED
ICA
L C
EN
TR
E
AR
GY
LE
HE
AL
TH
-IS
LEW
OR
TH
PR
AC
TIC
E
LIV
ING
CA
RE
HE
ST
ON
FIR
ST
CA
RE
PR
AC
TIC
E
BA
TH
RO
AD
SU
RG
ER
Y
GR
EE
NB
RO
OK
BE
DF
ON
T
WE
ST4
GP
S
HO
UN
SLO
W F
AM
ILY
PR
AC
TIC
E
CR
AN
FO
RD
ME
DIC
AL
CE
NT
RE
CR
OS
SL
AN
DS
SU
RG
ER
Y
GL
EBE
ST
RE
ET S
UR
GE
RY
WE
LL
ES
LEY
RO
AD
PR
AC
TIC
E
GR
OV
E P
AR
K S
UR
GER
Y
HA
TT
ON
ME
DIC
AL
PR
AC
TIC
E
ST. M
AR
GA
RE
TS
PR
AC
TIC
E
GR
OV
E V
ILL
AG
E M
ED
ICA
L C
EN
TR
E
TH
OR
NB
UR
Y R
OA
D C
EN
TR
E F
OR
HE
AL
TH
BL
UE
WIN
G F
AM
ILY
DO
CT
OR
UN
IT
PE
NT
EL
OW
PR
AC
TIC
E
TH
E P
RA
CT
ICE
FE
LTH
AM
JER
SE
Y P
RA
CT
ICE
CL
IFF
OR
D R
OA
D S
UR
GE
RY
QU
EE
NS
PA
RK
ME
DIC
AL P
RA
CT
ICE
CC
G
CH
ISW
ICK
HEA
LTH
PR
AC
TIC
E
CH
ES
TN
UT
PR
AC
TIC
E
SK
YW
AYS
ME
DIC
AL C
EN
TR
E
TH
E P
RA
CT
ICE
HE
AR
T O
FH
OU
NS
LOW
BR
EN
TF
OR
D G
RO
UP
PR
AC
TIC
E
GR
EE
N P
RA
CT
ICE
CA
RL
TO
N S
UR
GE
RY
LIT
TL
E P
AR
K S
UR
GE
RY
ST D
AV
IDS
PR
AC
TIC
E
GR
OV
E P
AR
K T
ER
RA
CE
SU
RG
ER
Y
BR
EN
TFO
RD
FA
MIL
Y P
RA
CT
ICE
SP
RIN
G G
RO
VE
ME
DIC
AL
PR
AC
TIC
E
DR
SO
OD
'S P
RA
CTIC
E
MO
UN
T M
ED
ICA
L C
EN
TR
E
TW
ICK
EN
HA
M P
AR
K M
ED
ICA
LC
EN
TR
E
MA
NO
R H
OU
SE
PR
AC
TIC
E
WIL
LOW
PR
AC
TIC
E
CH
ISW
ICK
FA
MIL
Y D
RS
PR
AC
TIC
E
HO
LL
Y R
OA
D M
ED
ICA
L C
EN
TR
E
%Satisfied = %Very satisfied + %Fairly satisfied
Q8. How satisfied are you with the general practice appointment times that are available to you?
CCG Practices National
Comparisons are indicative only: differences may not be statistically significant
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Satisfaction with appointment times:
how the CCG’s practices compare
Percentage of patients saying they are ‘satisfied’ with the appointment times available
Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696,898); CCG 2019 (4,631);
Practice bases range from 54 to 122
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
GIL
L M
ED
ICA
L P
RA
CT
ICE
CL
IFF
OR
D H
OU
SE
ME
DIC
AL
CE
NT
RE
KIN
GF
ISH
ER
PR
AC
TIC
E
RE
DW
OO
D P
RA
CT
ICE
%Satisfied = %Very satisfied + %Fairly satisfied
Q8. How satisfied are you with the general practice appointment times that are available to you?
CCG Practices National
Comparisons are indicative only: differences may not be statistically significant
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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.
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55%
17%
3%
46%
15%
7%
9%
9%
63%
25%
5%
37%
12%
8%
17%
5%
I contacted an NHS service by telephone
A healthcare professional called me back
A healthcare professional visited me at home
I went to A&E
I saw a pharmacist
I went to another general practice service
I went to another NHS service
Can't remember
CCG National
Use of services when GP practice is closed
Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139,476); CCG 2019 (93 1)
Q45. Considering all of the services you contacted, which of the following happened on that
occasion?
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57%
43% It was about right
It took too long
43%
Time taken to receive care or advice when GP practice is closed
66%
34%
About right
Took too long
Local CCG range – % About right
Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National
(130,757); CCG 2019 (871); CCG 2018 (824); CCG bases range from 382 to 1,433
Lowest Performing
Highest Performing
52% 74%
57% About right
Took too long
Q46. How do you feel about how quickly you received care or advice on that occasion?
57 57
43 43
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% About right % Took too long
CCG’s results Comparison of results CCG’s results over time
National CCG
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40%
48%
12%
Yes, definitely
Yes, to some extent
No, not at all 12%
Confidence and trust in staff providing services when GP
practice is closed
91%
9%
Yes
No
Local CCG range – % Yes
Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134,437);
CCG 2019 (878); CCG 2018 (848); CCG bases range from 398 to 1,487
Lowest Performing
Highest Performing
86% 95%
88% Yes
No
87 88
13 12 0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Yes % No
%Yes = %Yes, definitely + % Yes, to some extent
Q47. 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 Comparison of results CCG’s results over time
National CCG
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27%
35%
21%
10%
7% Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
17%
Overall experience of services when GP practice is closed
69%
15%
Good
Poor
Local CCG range – % Good
Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134,770);
CCG 2019 (897); CCG 2018 (857); CCG bases range from 395 to 1,501
Lowest Performing
Highest Performing
56% 77%
62% Good
Poor
59 62
20 17
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Good % Poor
%Good = %Very good + %Fairly good
%Poor = %Fairly poor + %Very poor
Q48. 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 Comparison of results CCG’s results over time
National CCG
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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 (expressed in percentage points)
Level 1:
10% or 90%
Level 2:
30% or 70%
Level 3:
50%
+/- +/- +/-
National 770,512 0.10 0.15 0.16
CCG 4,034 1.29 1.96 2.14
Practice 110 6.83 10.06 10.92
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?”
For example, taking a CCG where 4,034 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe
your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had
been interviewed) will fall within the range of +/-1.96 percentage points from that question’s result (i.e. between 28.04% and 31.96%).
When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone
in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e.g.
practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust.
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Want to know more?
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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.
• Past results dating back to 2007 are available for every practice in the UK. From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009).
• For more information about the survey please visit https://gp-patient.co.uk/.
• The overall response rate to the survey is 33.1%, based on 770,512 completed surveys.
• Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011-2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings.
• 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.
770,512 Completed surveys in
the July 2019
publication
c.2.3m Surveys to adults
registered with an
English GP practice
33.1% National response
rate
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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/surveysandreports - you can also see previous years’ results here.
• To look at this year’s survey data at a national, CCG or practice level, and filter on a specific participant group (e.g. by age), break down the survey results by survey question, or to create and compare different participant ‘subgroups’, go to https://gp-patient.co.uk/analysistool/2019.
• To look at results over time, and filter on a specific participant group, go to https://gp-patient.co.uk/analysistool/trends.
• For general FAQs about the GP Patient Survey, go to https://gp-patient.co.uk/faq.
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For further information about the GP Patient Survey, please
get in touch with the GPPS team at Ipsos MORI at
GPPatientSurvey@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.
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