NHS Kingston CCG Latest survey results

Transcription

1 NHS Kingston Latest survey results 2017 publication Version 1 Public 1

2 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 13 Making an appointment. Slide 20 Waiting times at the GP surgery..... Slide 30 Perceptions of care at patients last GP appointment.. Slide 33 Perceptions of care at patients last nurse appointment. Slide 37 Satisfaction with the practice s opening hours.. Slide 41 Out-of-hours services Slide 44 Statistical reliability... Slide 49 Want to know more?.. Slide 51 2

3 Background, introduction and guidance 3

4 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 This slide pack presents some of the key results for NHS Kingston. The data in this slide pack are based on the 2017 GPPS publication. In contrast to previous years when the survey was carried out across two waves, the GPPS now consists of a single wave of fieldwork carried out annually, from January 2017 to March However, the sample size has remained similar, continuing to provide practice-level data. In NHS Kingston, 7,112 questionnaires were sent out, and 2,491 were returned completed. This represents a response rate of 35%. Prior to 2015 these slide packs presented Area Team averages for each. These are no longer included following the integration of Area Teams into the four existing Regional Teams. However, s can still see how their results compare to those of other local s. The questionnaire can be found here: Note the numbering may change each publication due to the addition or removal of questions. 4

5 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. 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 s 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. - The data are provided once a year rather than in real time. 5

6 Guidance on how to use the data The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services: Comparison of a s results against the national average: this allows benchmarking of the results to identify whether the is performing well, poorly, or in line with others. The may wish to focus on areas where it compares less favourably. Analysing trends in a s results over time: this provides a sense of the direction of the s performance over time. The 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 s: this highlights areas in which greater improvements may be possible, as some s or practices are performing significantly better than others nearby. The may wish to focus on areas with a larger range in the results. Comparison of practices results within a : this can identify practices within a that seem to be over-performing or under-performing compared with others. The 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. 6

7 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: - 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 s/practices across each band. Trends: - Latest / 2017: refers to the 2017 publication (fieldwork January to March 2017) : refers to the 2016 publication (fieldwork to September 2015 and January to March 2016) : refers to the 2015 publication (fieldwork to September 2014 and January to March 2015) : refers to the 2014 publication (fieldwork to September 2013 and January to March 2014). - June 2013: Refers to the June 2013 publication (fieldwork to September 2012 and January to March 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% When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. 100% 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. 7

8 Overall experience of GP surgeries 8

9 Overall experience of GP surgery Q28. Overall, how would you describe your experience of your GP surgery? s results over time s results Comparison of results June 2013 % Good % Poor % 45% 4% 38% Very good Fairly good Neither good nor poor Fairly poor Very poor 83% Good 5% Poor National 85% Good 5% Poor Practice range in % Good Local range % Good Lowest Highest 67% 92% Lowest Highest 73% 87% Base: All those completing a questionnaire: National (794,704); 2017 (2,464); 2016 (2,765); 2015 (2,714); 2014 (3,081); 2013 (3,164); Practice bases range from 21 to 143; bases range from 2,464 to 7,689 %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor 9

10 Overall experience: how the s results compare to other local s Q28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 73% to 87% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: bases range from 2,464 to 7,689 %Good = %Very good + %Fairly good 10

11 Overall experience: how the s practices compare Q28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 67% to 92% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 21 to 143 %Good = %Very good + %Fairly good 11

12 THE ORCHARD PRACTICE HOOK SURGERY VILLAGE SURGERY CHURCHILL MEDICAL CENTRE CENTRAL SURGERY CANBURY MEDICAL CENTRE CLAREMONT MEDICAL CENTRE MANOR DRIVE MEDICAL CENTRE THE GROVES MEDICAL CENTRE RED LION ROAD SURGERY KINGSDOWNE SURGERY HOLMWOOD CORNER SURGERY LANGLEY MEDICAL PRACTICE WEST BARNES SURGERY CHESSINGTON PARK SURGERY SUNRAY SURGERY KINGSTON HEALTH CENTRE ROSELAWN BRUNSWICK SURGERY BERRYLANDS SURGERY FAIRHILL MEDICAL PRACTICE ST ALBANS MEDICAL CENTRE Overall experience: how the s practices compare Q28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (794,704); (2,464); Practice bases range from 21 to 143 %Good = %Very good + %Fairly good 12

13 Access to GP services 13

14 Ease of getting through to GP surgery on the phone Q3. Generally, how easy is it to get through to someone at your GP surgery on the phone? s results over time s results Comparison of results June 2013 % Easy % Not easy % 11% 4% 16% Very easy Fairly easy Not very easy Not at all easy 47% Haven't tried 63% Easy 33% Not easy National 68% Easy 28% Not easy Practice range in - % Easy Local range - % Easy Lowest Highest 30% 93% Lowest Highest 49% 79% Base: All those completing a questionnaire: National (804,177); 2017 (2,479); 2016 (2,816); 2015 (2,763); 2014 (3,143); 2013 (3,232); Practice bases range from 21 to 145; bases range from 2,479 to 7,819 %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy 14

15 Ease of getting through to GP surgery on the phone: how the s practices compare THE ORCHARD PRACTICE CENTRAL SURGERY MANOR DRIVE MEDICAL CENTRE THE GROVES MEDICAL CENTRE HOLMWOOD CORNER SURGERY CANBURY MEDICAL CENTRE KINGSDOWNE SURGERY CHURCHILL MEDICAL CENTRE CLAREMONT MEDICAL CENTRE LANGLEY MEDICAL PRACTICE WEST BARNES SURGERY CHESSINGTON PARK SURGERY FAIRHILL MEDICAL PRACTICE RED LION ROAD SURGERY KINGSTON HEALTH CENTRE ROSELAWN BERRYLANDS SURGERY HOOK SURGERY VILLAGE SURGERY SUNRAY SURGERY BRUNSWICK SURGERY ST ALBANS MEDICAL CENTRE Q3. Generally, how easy is it to get through to someone at your GP surgery on the phone? Percentage of patients saying it is easy to get through to someone on the phone 100% 90% Practices National average 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (804,177); (2,479); Practice bases range from 21 to 145 %Easy = %Very easy + %Fairly easy 15

16 Helpfulness of receptionists at GP surgery Q4. How helpful do you find the receptionists at your GP surgery? s results over time s results Comparison of results June 2013 % Helpful % Not helpful % 8% 40% Very helpful Fairly helpful Not very helpful Not at all helpful Don't know 88% Helpful 10% Not helpful National 87% Helpful 11% Not helpful Practice range in - % Helpful Local range - % Helpful Lowest Highest 79% 98% Lowest Highest 78% 89% Base: All those completing a questionnaire: National (803,718); 2017 (2,480); 2016 (2,815); 2015 (2,763); 2014 (3,148); 2013 (3,236); Practice bases range from 21 to 144; bases range from 2,480 to 7,799 %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful 16

17 Helpfulness of receptionists at GP surgery: how the s practices compare WEST BARNES SURGERY THE ORCHARD PRACTICE KINGSDOWNE SURGERY MANOR DRIVE MEDICAL CENTRE CENTRAL SURGERY SUNRAY SURGERY HOOK SURGERY CHURCHILL MEDICAL CENTRE CHESSINGTON PARK SURGERY HOLMWOOD CORNER SURGERY VILLAGE SURGERY RED LION ROAD SURGERY KINGSTON HEALTH CENTRE LANGLEY MEDICAL PRACTICE CLAREMONT MEDICAL CENTRE CANBURY MEDICAL CENTRE BERRYLANDS SURGERY BRUNSWICK SURGERY THE GROVES MEDICAL CENTRE ROSELAWN FAIRHILL MEDICAL PRACTICE ST ALBANS MEDICAL CENTRE Q4. How helpful do you find the receptionists at your GP surgery? Practices Percentage of patients saying receptionists at the GP surgery are helpful 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (803,718); (2,480); Practice bases range from 21 to 144 %Helpful = %Very helpful + %Fairly helpful 17

18 Percentage aware of online services offered by GP surgery Awareness of online services Q6. As far as you know, which of the following online services does your GP surgery offer? Practice range within % 36% 33% 34% 45% 46% National % 9% 10% 9% 0 Booking appointments online Ordering repeat prescriptions online Accessing my medical records online None of these Don't know Base: All those completing a questionnaire: National (782,347); (2,424); Practice bases range from 20 to 141 Comparisons are indicative only: differences may not be statistically significant 18

19 Percentage used online services in past 6 months Online service use Q7. And in the past 6 months, which of the following online services have you used at your GP surgery? % 9% Booking appointments online 11% 12% Ordering repeat prescriptions online 2% 2% Accessing my medical records online 84% 83% None of these Practice range within National Base: All those completing a questionnaire: National (786,183); (2,420); Practice bases range from 21 to 138 Comparisons are indicative only: differences may not be statistically significant 19

20 Making an appointment 20

21 Success in getting an appointment Q12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? 's results over time June 2013 % Yes % No % s results 11% 4% Yes 68% Yes, but I had to call back closer to or on the day No Can't remember Comparison of results 85% Yes 11% No National 84% Yes 11% No Practice range in - % Yes Local range - % Yes Lowest Highest 78% 93% Lowest Highest 73% 88% Base: All those completing a questionnaire: National (772,293); 2017 (2,378); 2016 (2,733); 2015 (2,681); 2014 (3,020); 2013 (3,160); Practice bases range from 21 to 138; bases range from 2,378 to 7,450 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 21

22 Success in getting an appointment: how the s practices compare LANGLEY MEDICAL PRACTICE HOOK SURGERY THE GROVES MEDICAL CENTRE THE ORCHARD PRACTICE KINGSDOWNE SURGERY CANBURY MEDICAL CENTRE RED LION ROAD SURGERY ROSELAWN HOLMWOOD CORNER SURGERY MANOR DRIVE MEDICAL CENTRE ST ALBANS MEDICAL CENTRE CHURCHILL MEDICAL CENTRE CENTRAL SURGERY BERRYLANDS SURGERY FAIRHILL MEDICAL PRACTICE CHESSINGTON PARK SURGERY CLAREMONT MEDICAL CENTRE KINGSTON HEALTH CENTRE VILLAGE SURGERY WEST BARNES SURGERY BRUNSWICK SURGERY SUNRAY SURGERY Q12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? Practices 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 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (772,293); (2,378); Practice bases range from 21 to 138 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 22

23 Convenience of appointment Q15. How convenient was the appointment you were able to get? 's results over time s results Comparison of results % Convenient % Not convenient June % 9% Very convenient 39% Fairly convenient Not very convenient Not at all convenient 90% Convenient 10% Not convenient National 92% Convenient 8% Not convenient Practice range in - % Convenient Local range - % Convenient Lowest Highest 82% 100% Lowest Highest 85% 92% Base: All those able to get an appointment: National (658,980); 2017 (2,055); 2016 (2,332); 2015 (2,315); 2014 (2,622); 2013 (2,780); Practice bases range from 16 to 118; bases range from 2,035 to 5,887 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient 23

24 Convenience of appointment: how the s practices compare CANBURY MEDICAL CENTRE THE ORCHARD PRACTICE MANOR DRIVE MEDICAL CENTRE CLAREMONT MEDICAL CENTRE THE GROVES MEDICAL CENTRE CENTRAL SURGERY KINGSTON HEALTH CENTRE LANGLEY MEDICAL PRACTICE VILLAGE SURGERY HOLMWOOD CORNER SURGERY BERRYLANDS SURGERY HOOK SURGERY BRUNSWICK SURGERY CHESSINGTON PARK SURGERY ROSELAWN ST ALBANS MEDICAL CENTRE FAIRHILL MEDICAL PRACTICE CHURCHILL MEDICAL CENTRE KINGSDOWNE SURGERY WEST BARNES SURGERY RED LION ROAD SURGERY SUNRAY SURGERY Q15. How convenient was the appointment you were able to get? Percentage of patients saying their appointment was convenient 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (658,980); (2,055); Practice bases range from 16 to 118 %Convenient = %Very convenient + %Fairly convenient 24

25 Convenience of appointment (rebased to include those unable to get an appointment) Q15. How convenient was the appointment you were able to get? (rebased) 8% 11% s results* 35% Very convenient Fairly convenient Not very convenient Not at all convenient 80% Convenient Comparison of results National 81% Convenient 45% Unable to get an appointment 20% 19% Not convenient/ unable to get an appointment Not convenient/ unable to get an appointment Practice range in - % Convenient Local range - % Convenient Lowest Highest 71% 97% Lowest Highest 67% 84% * Trend data is not available for this question as Q15 rebased is not included in datasets pre 2017 publication. Base: All those who remember whether or not they were able to get an appointment: National (734,746); 2017 (2,278); Practice bases range from 17 to 132; bases range from 2,278 to 6,838 * %Convenient = %Very convenient + %Fairly convenient %Not/ unable = %Not very convenient + %Not at all convenient + %Unable to get appointment 25

26 Convenience of appointment (rebased to include those unable to get an appointment): how the s practices compare THE ORCHARD PRACTICE LANGLEY MEDICAL PRACTICE CANBURY MEDICAL CENTRE THE GROVES MEDICAL CENTRE MANOR DRIVE MEDICAL CENTRE HOLMWOOD CORNER SURGERY CENTRAL SURGERY HOOK SURGERY KINGSDOWNE SURGERY CLAREMONT MEDICAL CENTRE CHURCHILL MEDICAL CENTRE ROSELAWN KINGSTON HEALTH CENTRE BERRYLANDS SURGERY ST ALBANS MEDICAL CENTRE CHESSINGTON PARK SURGERY VILLAGE SURGERY RED LION ROAD SURGERY FAIRHILL MEDICAL PRACTICE WEST BARNES SURGERY BRUNSWICK SURGERY SUNRAY SURGERY Q15. How convenient was the appointment you were able to get? (rebased) Percentage of patients saying their appointment was convenient 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those who remember whether or not they were able to get an appointment: National (734,746); (2,278); Practice bases range from 17 to %Convenient = %Very convenient + %Fairly convenient

27 Percentage who went on to do something else when unable to get appointment/ offered inconvenient appointment What patients do when they are unable to get appointment / are offered an inconvenient appointment Q17. What did you do on that occasion? 100% 90% 80% 70% 60% 50% 40% 36% 35% National 30% 20% 10% 0% Went to the appointment I was offered 15% 20% Got an appointment for a different day 10% Had a consultation over the phone 6% 5% 5% 1% 3% 6% 6% Went to A&E Saw a pharmacist Used another NHS service 17% 13% 15% Decided to contact my surgery another time 15% Didn t see or speak to anyone Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (110,834); (375) Comparisons are indicative only: differences may not be statistically significant 27

28 Overall experience of making an appointment Q18. Overall, how would you describe your experience of making an appointment? 's results over time s results Comparison of results June 2013 % Good % Poor % 10% 5% Very good 27% Fairly good Neither good nor poor Fairly poor Very poor 42% 69% Good 15% Poor National 73% Good 13% Poor Practice range in - % Good Local range - % Good Lowest Highest 49% 86% Lowest Highest 58% 77% Base: All those completing a questionnaire: National (768,706); 2017 (2,369); 2016 (2,712); 2015 (2,654); 2014 (3,024); 2013 (3,139); Practice bases range from 20 to 139; bases range from 2,369 to 7,457 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 28

29 Overall experience of making an appointment: how the s practices compare THE ORCHARD PRACTICE MANOR DRIVE MEDICAL CENTRE CANBURY MEDICAL CENTRE CENTRAL SURGERY THE GROVES MEDICAL CENTRE HOLMWOOD CORNER SURGERY CHURCHILL MEDICAL CENTRE KINGSDOWNE SURGERY HOOK SURGERY CLAREMONT MEDICAL CENTRE LANGLEY MEDICAL PRACTICE WEST BARNES SURGERY FAIRHILL MEDICAL PRACTICE CHESSINGTON PARK SURGERY VILLAGE SURGERY ROSELAWN RED LION ROAD SURGERY KINGSTON HEALTH CENTRE BERRYLANDS SURGERY SUNRAY SURGERY BRUNSWICK SURGERY ST ALBANS MEDICAL CENTRE Q18. Overall, how would you describe your experience of making an appointment? Practices Percentage of patients saying they had a good experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (768,706); (2,369); Practice bases range from 20 to 139 %Good = %Very good + %Fairly good 29

30 Waiting times at the GP surgery 30

31 Waiting times at the GP surgery Q20. How do you feel about how long you normally have to wait to be seen? 's results over time s results Comparison of results % Don't wait too long % Wait too long June % 7% 8% I don't normally have to wait too long 61% I have to wait a bit too long I have to wait far too long No opinion/doesn't apply 61% Don t wait too long 32% Wait too long National 58% Don t wait too long 33% Wait too long Practice range in % Don t wait too long Local range % Don t wait too long Lowest Highest 41% 87% Lowest Highest 41% 63% Base: All those completing a questionnaire: National (772,842); 2017 (2,368); 2016 (2,730); 2015 (2,677); 2014 (3,018); 2013 (3,154); Practice bases range from 21 to 139; bases range from 2,368 to 7,485 %Wait too long= %Wait a bit too long + %Wait far too long 31

32 Waiting times at the GP surgery: how the s practices compare KINGSDOWNE SURGERY VILLAGE SURGERY CANBURY MEDICAL CENTRE ROSELAWN HOOK SURGERY THE GROVES MEDICAL CENTRE CHURCHILL MEDICAL CENTRE CENTRAL SURGERY BERRYLANDS SURGERY THE ORCHARD PRACTICE HOLMWOOD CORNER SURGERY RED LION ROAD SURGERY CHESSINGTON PARK SURGERY KINGSTON HEALTH CENTRE MANOR DRIVE MEDICAL CENTRE SUNRAY SURGERY LANGLEY MEDICAL PRACTICE FAIRHILL MEDICAL PRACTICE CLAREMONT MEDICAL CENTRE WEST BARNES SURGERY BRUNSWICK SURGERY ST ALBANS MEDICAL CENTRE Q20. How do you feel about how long you normally have to wait to be seen? Percentage of patients saying they don t normally have to wait too long 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (772,842); (2,368); Practice bases range from 21 to

33 Perceptions of care at patients last GP appointment 33

34 Perceptions of care at last GP appointment Q21. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following?* s results National results % Poor (total) results % Poor (total) *Those who say Doesn t apply have been excluded from these results. Very poor Poor Neither good nor poor Good Very good 4% 4% 3% 4% 4% 5% 5% 4% 4% 4% 4% 4% 3% 3% 3% 12% 8% 12% 18% 13% Very poor 43% 43% 43% 40% 40% 40% 45% 42% 38% 42% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in decisions about your care Treating you with care and concern Base: All those completing a questionnaire excluding 'doesn't apply': (2,374; 2,366; 2,269; 2,190; 2,322); National (767,129; 765,505; 735,550; 707,368; 754,335) %Poor = %Very poor + %Poor 34

35 Confidence and trust in the GP Q22. Did you have confidence and trust in the GP you saw or spoke to?* 's results over time s results *Those who say Don t know/can t say have been excluded from these results. Comparison of results June 2013 % Yes % No % 5% 63% Yes, definitely Yes, to some extent No, not at all 95% Yes 5% No National 95% Yes 5% No Practice range in - % Yes Local range - % Yes Lowest Highest 85% 99% Lowest Highest 91% 96% Base: All those completing a questionnaire: National (754,466); 2017 (2,326); 2016 (2,656); 2015 (2,615); 2014 (2,978); 2013 (3,085); Practice bases range from 18 to 137; bases range from 2,326 to 7,182 %Yes = %Yes, definitely + %Yes, to some extent 35

36 Confidence and trust in the GP: how the s practices compare HOOK SURGERY CLAREMONT MEDICAL CENTRE THE GROVES MEDICAL CENTRE VILLAGE SURGERY RED LION ROAD SURGERY ROSELAWN KINGSDOWNE SURGERY CANBURY MEDICAL CENTRE CENTRAL SURGERY ST ALBANS MEDICAL CENTRE BERRYLANDS SURGERY BRUNSWICK SURGERY FAIRHILL MEDICAL PRACTICE THE ORCHARD PRACTICE CHESSINGTON PARK SURGERY WEST BARNES SURGERY KINGSTON HEALTH CENTRE LANGLEY MEDICAL PRACTICE MANOR DRIVE MEDICAL CENTRE HOLMWOOD CORNER SURGERY SUNRAY SURGERY CHURCHILL MEDICAL CENTRE Q22. Did you have confidence and trust in the GP you saw or spoke to?* *Those who say Don t know/ can t say have been excluded from these results. Percentage of patients saying they have trust and confidence in their GP Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 excluding 'don't know/ can't say': National (754,466); (2,326); Practice bases range from 18 to 137 %Yes = %Yes, definitely + %Yes, to some extent 36

37 Perceptions of care at patients last nurse appointment 37

38 Perceptions of care at last nurse appointment Q23. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following?* s results National results % Poor (total) results % Poor (total) 9% 10% 12% *Those who say Doesn t apply have been excluded from these results. Very poor Poor Neither good nor poor Good Very good 2% 2% 2% 2% 2% 2% 1% 2% 3% 3% 16% 9% Very poor 37% 38% 35% 35% 36% 52% 51% 51% 45% 51% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in decisions about your care Treating you with care and concern Base: All those completing a questionnaire excluding 'doesn't apply': (2,047; 2,032; 1,979; 1,807; 2,003); National (690,213; 684,099; 665,816; 607,788; 675,604) %Poor = %Very poor + %Poor 38

39 Confidence and trust in the nurse Q24. Did you have confidence and trust in the nurse you saw or spoke to?* 's results over time s results *Those who say Don t know/can t say have been excluded from these results. Comparison of results June 2013 % Yes % No % 3% 68% Yes, definitely Yes, to some extent No, not at all 97% Yes 3% No National 97% Yes 3% No Practice range in - % Yes Local range - % Yes Lowest Highest 91% 100% Lowest Highest 92% 98% Base: All those completing a questionnaire: National (683,080); 2017 (2,034); 2016 (2,319); 2015 (2,276); 2014 (2,666); 2013 (2,725); Practice bases range from 14 to 124; bases range from 1,965 to 6,238 %Yes = %Yes, definitely + %Yes, to some extent 39

40 Confidence and trust in the nurse: how the s practices compare RED LION ROAD SURGERY HOOK SURGERY VILLAGE SURGERY CLAREMONT MEDICAL CENTRE CANBURY MEDICAL CENTRE THE GROVES MEDICAL CENTRE CENTRAL SURGERY THE ORCHARD PRACTICE FAIRHILL MEDICAL PRACTICE CHESSINGTON PARK SURGERY KINGSTON HEALTH CENTRE BRUNSWICK SURGERY SUNRAY SURGERY CHURCHILL MEDICAL CENTRE ST ALBANS MEDICAL CENTRE HOLMWOOD CORNER SURGERY ROSELAWN BERRYLANDS SURGERY KINGSDOWNE SURGERY LANGLEY MEDICAL PRACTICE MANOR DRIVE MEDICAL CENTRE WEST BARNES SURGERY Q24. Did you have confidence and trust in the nurse you saw or spoke to?* *Those who say Don t know/ can t say have been excluded from these results. Percentage of patients saying they have trust and confidence in their nurse Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 excluding 'don't know/ can't say': National (683,080); (2,034); Practice bases range from 14 to 124 %Yes = %Yes, definitely + %Yes, to some extent 40

41 Satisfaction with the practice s opening hours 41

42 Satisfaction with opening hours Q25. How satisfied are you with the hours that your GP surgery is open? 's results over time s results Comparison of results June 2013 % Satisfied % Dissatisfied % 3% 4% Very satisfied 7% 34% Fairly satisfied 41% Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied I'm not sure when my GP surgery is open 75% Satisfied 10% Dissatisfied National 76% Satisfied 9% Dissatisfied Practice range in - % Satisfied Local range - % Satisfied Lowest Highest 61% 84% Lowest Highest 70% 81% Base: All those completing a questionnaire: National (795,461); 2017 (2,469); 2016 (2,770); 2015 (2,723); 2014 (3,094); 2013 (3,158); Practice bases range from 21 to 144; bases range from 2,469 to 7,704 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 42

43 Satisfaction with opening hours: how the s practices compare KINGSDOWNE SURGERY MANOR DRIVE MEDICAL CENTRE WEST BARNES SURGERY HOLMWOOD CORNER SURGERY THE ORCHARD PRACTICE CLAREMONT MEDICAL CENTRE ROSELAWN THE GROVES MEDICAL CENTRE CANBURY MEDICAL CENTRE CENTRAL SURGERY BERRYLANDS SURGERY RED LION ROAD SURGERY LANGLEY MEDICAL PRACTICE HOOK SURGERY KINGSTON HEALTH CENTRE CHESSINGTON PARK SURGERY CHURCHILL MEDICAL CENTRE SUNRAY SURGERY VILLAGE SURGERY ST ALBANS MEDICAL CENTRE BRUNSWICK SURGERY FAIRHILL MEDICAL PRACTICE Q25. How satisfied are you with the hours that your GP surgery is open? Practices Percentage of patients saying they are satisfied with the hours their GP surgery is open 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (795,461); (2,469); Practice bases range from 21 to 144 %Satisfied = %Very satisfied + %Fairly satisfied 43

44 Out-of-hours services* * The out-of-hours service questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP surgery was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within has therefore not been included for these questions. 44

45 Use of out-of-hours services Q41. Considering all of the services you contacted, which of the following happened on that occasion? I contacted an NHS service by telephone 57% 61% National A health professional called me back 17% 26% A health professional visited me at home 3% 6% I went to A&E 34% 41% I saw a pharmacist 10% 11% I went to another NHS service 20% 23% Can't remember 3% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,736); (390) 45

46 Speed of care provided by out-of-hours service* Q42. How do you feel about how quickly you received care or advice on that occasion? Latest 's results over time About right Took too long 2016 About right Took too long 60% 33% 60% 34% 33% s results 7% It was about right 60% It took too long Don't know/doesn't apply Comparison of results 60% About right 33% Took too long National 61% About right 33% Took too long Local range % About right Lowest Highest 47% 63% * The out-of-hours questions were redesigned for -September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,915); 2017 (391); 2016 (448); bases range from 387 to 1,293 46

47 Confidence and trust in out-of-hours staff* Q43. Considering all of the people you saw or spoke to on that occasion, did you have confidence and trust in them? 's results over time Latest Yes No 2016 Yes No 88% 8% 83% 13% s results 8% 5% Yes, definitely 42% Yes, to some extent No, not at all 46% Don't know/can't say Local range % Yes Comparison of results 88% Yes 8% No National 87% Yes 9% No Lowest Highest 79% 90% * The out-of-hours questions were redesigned for -September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,851); 2017 (393); 2016 (452); bases range from 390 to 1,304 %Yes = %Yes, definitely + % Yes, to some extent 47

48 Overall experience of out-of-hours services* Q44. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed? s results over time Latest Good Poor 2016 Good Poor 61% 18% 60% 22% 12% 17% s results 6% 4% Very good 23% Fairly good Neither good nor poor Fairly poor Very poor 37% Don't know/can't say Comparison of results 61% National 66% Good Good 18% 15% Poor Poor Local range - % Good Lowest Highest 51% 72% * The out-of-hours questions were redesigned for -September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only made with 2016 data. Base: All answering who have tried to call an out-of-hours GP service in the past 6 months: National (124,994); 2017 (394); 2016 (450); bases range from 391 to 1,299 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 48

49 Statistical reliability 49

50 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, as well as the confidence intervals at the national level. An example of confidence intervals (at national, and practice-level) based on the average number of responses to the question Overall, how would you describe your experience of your GP surgery? 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 808, , Practice For example, taking a where 4,000 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 +/-1.86 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. 50

51 Want to know more? 51

52 Further background information about the survey The survey was sent to c.2.15 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, allowing meaningful comparisons of patients experiences; the survey is now annual, previously it took place twice a year (June ), and on a quarterly basis (April 2009 March 2011) and annually (January 2007 March 2009). For more information about the survey please visit The overall response rate to the survey is 37.5%, based on 808,332 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 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: c.2.15m Surveys to adults registered with an English GP practice 808,332 Completed surveys in the 2017 publication 37.5% National response rate 52

53 Where to go to do further analysis For reports which show the National results broken down by and Practice, go to - you can also see previous years results here. To analyse the survey data for a specific participant group (e.g. by age), go to To break down the survey results by survey question as well as by participant demographics, go to To look at trends in responses and study the survey data by different participant groups, go to For general FAQs about the GP Patient Survey, go to 53

54 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. This work has been carried out in accordance with the requirements of the international quality standard for Market Research, ISO 20252:2012, and with the standard Ipsos MORI Terms and Conditions which can be found at