NHS SOUTHWARK CCG Latest survey results

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1 NHS SOUTHWARK Latest survey results January 2016 publication Version 1 Internal Use Only 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 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 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 SOUTHWARK. 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, 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. 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. 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 twice 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 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: - 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 / 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% 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. 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 Overall, how would you describe your experience of your GP surgery? s results over time s results National results Latest Good Poor Jan 2015 Good Poor 79% 9% 80% 7% 13% 6% 3% Very good Fairly good 37% Neither good nor poor Fairly poor 85% Good 5% Dec 2013 Good 83% 42% Very poor Poor Poor 7% Practice range in % Good Local range % Good Lowest Highest 50% 94% Lowest Highest 72% 86% Base: All those completing a questionnaire: National (836,967); 2016 (4,347); 2015 (4,543); 2013 (5,195) Practice bases range from 65 to 123; bases range from 2,612 to 8,047 %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor 9

10 Overall experience: how the s results compare to other local s Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 72% to 86% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: bases range from 2,612 to 8,047 %Good = %Very good + %Fairly good 10

11 Overall experience how the s practices compare Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Results range from 50% to 94% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 65 to 123 %Good = %Very good + %Fairly good 11

12 MELBOURNE GROVE FALMOUTH ROAD GROUP PRACTICE DR R KADHIM'S PRACTICE THE DULWICH MEDICAL CENTRE THE NEW MILL STREET SURGERY DMC CHADWICK ROAD BERMONDSEY AND LANSDOWNE MEDICAL MISSION HURLEY GROUP PRACTICE THE GRANGE ROAD PRACTICE MANOR PLACE SURGERY ALBION STREET GROUP PRACTICE SURREY DOCKS HEALTH CENTRE DR I SALAU'S PRACTICE CONCORDIA PARKSIDE STERNHALL LANE SURGERY THE LORDSHIP LANE SURGERY FOREST HILL GROUP PRACTICE DR RHK SINHA'S PRACTICE BLACKFRIARS MEDICAL PRACTICE DR R SHARMA'S PRACTICE QUEENS ROAD SURGERY SIR JOHN KIRK CLOSE SURGERY ST GILES SURGERY THE THREE ZERO SIX MEDICAL CENTRE BERMONDSEY SPA MEDICAL CENTRE ST JAMES CHURCH SURGERY THE HAMBLEDEN CLINIC DR AT BRADFORD'S PRACTICE THE AYLESBURY PARTNERSHIP PENROSE SURGERY ST GILES SURGERY DR PATEL DR RS DURSTON'S PRACTICE OLD KENT ROAD SURGERY DR KK MISRA'S PRACTICE THE LISTER PRIMARY CARE CENTRE THE VILLA STREET MEDICAL CENTRE THE GARDENS SURGERY DR SMS HOSSAIN'S PRACTICE TRAFALGAR SURGERY SILVERLOCK ELM LODGE SURGERY PRINCESS STREET GROUP PRACTICE THE NUNHEAD SURGERY Overall experience how the s practices compare 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 (836,967); (4,347); Practice bases range from 65 to 123 %Good = %Very good + %Fairly good 12

13 PARK MEDICAL CENTRE Overall experience how the s practices compare 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 (836,967); (4,347); Practice bases range from 65 to 123 %Good = %Very good + %Fairly good 13

14 Access to GP services 14

15 Ease of getting through to GP surgery on the phone Generally, how easy is it to get through to someone at your GP surgery on the phone? s results over time s results National results Latest Easy Not easy Jan 2015 Easy Not easy Dec 2013 Easy 70% 26% 72% 23% 74% 17% 8% 5% Very easy 27% Fairly easy Not very easy Not at all easy Haven't tried 43% 70% Easy 26% Not easy Not easy 21% Practice range in - % Easy Local range - % Easy Lowest Highest 31% 89% Lowest Highest 51% 81% Base: All those completing a questionnaire: National (849,770); 2016 (4,431); 2015 (4,635); 2013 (5,281) Practice bases range from 65 to 126; bases range from 2,655 to 8,185 %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy 15

16 Ease of getting through to GP surgery on the phone: how the s practices compare THE DULWICH MEDICAL CENTRE FALMOUTH ROAD GROUP PRACTICE MELBOURNE GROVE DMC CHADWICK ROAD DR R KADHIM'S PRACTICE CONCORDIA PARKSIDE HURLEY GROUP PRACTICE DR SMS HOSSAIN'S PRACTICE BERMONDSEY AND LANSDOWNE MEDICAL MISSION THE GRANGE ROAD PRACTICE DR I SALAU'S PRACTICE SURREY DOCKS HEALTH CENTRE FOREST HILL GROUP PRACTICE THE LORDSHIP LANE SURGERY THE NEW MILL STREET SURGERY BERMONDSEY SPA MEDICAL CENTRE TRAFALGAR SURGERY ELM LODGE SURGERY ST GILES SURGERY DR PATEL SIR JOHN KIRK CLOSE SURGERY PENROSE SURGERY MANOR PLACE SURGERY PARK MEDICAL CENTRE OLD KENT ROAD SURGERY THE GARDENS SURGERY ST GILES SURGERY STERNHALL LANE SURGERY QUEENS ROAD SURGERY THE THREE ZERO SIX MEDICAL CENTRE ALBION STREET GROUP PRACTICE THE AYLESBURY PARTNERSHIP SILVERLOCK BLACKFRIARS MEDICAL PRACTICE DR AT BRADFORD'S PRACTICE PRINCESS STREET GROUP PRACTICE THE LISTER PRIMARY CARE CENTRE THE VILLA STREET MEDICAL CENTRE THE HAMBLEDEN CLINIC DR RHK SINHA'S PRACTICE THE NUNHEAD SURGERY ST JAMES CHURCH SURGERY DR KK MISRA'S PRACTICE DR R SHARMA'S PRACTICE Generally, how easy is it to get through to someone at your GP surgery on the phone? Practices Percentage of patients saying it is easy to get through to someone on the phone 100% 90% 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 (849,770); (4,431); Practice bases range from 65 to 126 %Easy = %Very easy + %Fairly easy 16

17 Ease of getting through to GP surgery on the phone: how the s practices compare DR RS DURSTON'S PRACTICE Generally, how easy is it to get through to someone at your GP surgery on the phone? Practices Percentage of patients saying it is easy to get through to someone on the phone 100% 90% 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 (849,770); (4,431); Practice bases range from 65 to 126 %Easy = %Very easy + %Fairly easy 17

18 Helpfulness of receptionists at GP surgery How helpful do you find the receptionists at your GP surgery? s results over time s results National results Latest Helpful Not helpful Jan 2015 Helpful Not helpful Dec 2013 Helpful 85% 13% 85% 13% 88% 42% 10% 3% 43% Very helpful Fairly helpful Not very helpful Not at all helpful Don't know 87% Helpful 11% Not helpful Not helpful 11% Practice range in - % Helpful Local range - % Helpful Lowest Highest 64% 95% Lowest Highest 78% 88% Base: All those completing a questionnaire: National (849,199); 2016 (4,417); 2015 (4,634); 2013 (5,277) Practice bases range from 64 to 125; bases range from 2,648 to 8,198 %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful 18

19 Helpfulness of receptionists at GP surgery: how the s practices compare MELBOURNE GROVE FALMOUTH ROAD GROUP PRACTICE THE DULWICH MEDICAL CENTRE THE NEW MILL STREET SURGERY DMC CHADWICK ROAD DR I SALAU'S PRACTICE THE GARDENS SURGERY DR R KADHIM'S PRACTICE HURLEY GROUP PRACTICE CONCORDIA PARKSIDE SIR JOHN KIRK CLOSE SURGERY PENROSE SURGERY FOREST HILL GROUP PRACTICE BERMONDSEY AND LANSDOWNE MEDICAL MISSION THE GRANGE ROAD PRACTICE BLACKFRIARS MEDICAL PRACTICE THE HAMBLEDEN CLINIC DR KK MISRA'S PRACTICE THE LORDSHIP LANE SURGERY ALBION STREET GROUP PRACTICE DR AT BRADFORD'S PRACTICE DR SMS HOSSAIN'S PRACTICE MANOR PLACE SURGERY BERMONDSEY SPA MEDICAL CENTRE DR R SHARMA'S PRACTICE PRINCESS STREET GROUP PRACTICE QUEENS ROAD SURGERY SURREY DOCKS HEALTH CENTRE TRAFALGAR SURGERY ELM LODGE SURGERY THE NUNHEAD SURGERY SILVERLOCK STERNHALL LANE SURGERY THE LISTER PRIMARY CARE CENTRE ST GILES SURGERY THE THREE ZERO SIX MEDICAL CENTRE THE AYLESBURY PARTNERSHIP OLD KENT ROAD SURGERY DR RHK SINHA'S PRACTICE ST GILES SURGERY DR PATEL DR RS DURSTON'S PRACTICE PARK MEDICAL CENTRE ST JAMES CHURCH SURGERY 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 (849,199); (4,417); Practice bases range from 64 to 125 %Helpful = %Very helpful + %Fairly helpful 19

20 Helpfulness of receptionists at GP surgery: how the s practices compare THE VILLA STREET MEDICAL CENTRE How helpful do you find the receptionists at your GP surgery? Percentage of patients saying receptionists at the GP surgery are helpful 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 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 (849,199); (4,417); Practice bases range from 64 to 125 %Helpful = %Very helpful + %Fairly helpful 20

21 Percentage aware of online services offered by GP surgery Awareness of online services As far as you know, which of the following online services does your GP surgery offer? % Booking appointments online 29% 30% 19% Ordering repeat prescriptions online 4% 4% Accessing my medical records online 17% 10% None of these 53% 51% Don't know Practice range within National Base: All those completing a questionnaire: National (823,614); (4,267); Practice bases range from 62 to 121 Comparisons are indicative only: differences may not be statistically significant 21

22 Percentage used online services in past 6 months Online service use And in the past 6 months, which of the following online services have you used at your GP surgery? % 7% 7% Booking appointments online 10% Ordering repeat prescriptions online 1% 1% Accessing my medical records online 88% 86% None of these Practice range within National Base: All those completing a questionnaire: National (823,965); (4,294); Practice bases range from 63 to 120 Comparisons are indicative only: differences may not be statistically significant 22

23 Making an appointment 23

24 Success in getting an appointment 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? 's results over time s results National results Latest Yes No Jan 2015 Yes No Dec 2013 Yes 79% 15% 80% 16% 82% 12% 15% 5% Yes 67% Yes, but I had to call back closer to or on the day No Can't remember 85% Yes 11% No No 15% Practice range in - % Yes Local range - % Yes Lowest Highest 66% 94% Lowest Highest 76% 88% Base: All those completing a questionnaire: National (815,057); 2016 (4,234); 2015 (4,450); 2013 (5,036) Practice bases range from 59 to 123; bases range from 2,562 to 7,793 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 24

25 Success in getting an appointment: how the s practices compare SIR JOHN KIRK CLOSE SURGERY MELBOURNE GROVE FALMOUTH ROAD GROUP PRACTICE DR R KADHIM'S PRACTICE THE LISTER PRIMARY CARE CENTRE PRINCESS STREET GROUP PRACTICE BERMONDSEY AND LANSDOWNE MEDICAL MISSION THE GRANGE ROAD PRACTICE CONCORDIA PARKSIDE DMC CHADWICK ROAD PENROSE SURGERY BERMONDSEY SPA MEDICAL CENTRE TRAFALGAR SURGERY OLD KENT ROAD SURGERY QUEENS ROAD SURGERY THE DULWICH MEDICAL CENTRE HURLEY GROUP PRACTICE DR AT BRADFORD'S PRACTICE DR I SALAU'S PRACTICE THE LORDSHIP LANE SURGERY FOREST HILL GROUP PRACTICE DR RHK SINHA'S PRACTICE SILVERLOCK THE HAMBLEDEN CLINIC THE AYLESBURY PARTNERSHIP PARK MEDICAL CENTRE BLACKFRIARS MEDICAL PRACTICE SURREY DOCKS HEALTH CENTRE THE NEW MILL STREET SURGERY DR SMS HOSSAIN'S PRACTICE ST GILES SURGERY MANOR PLACE SURGERY DR RS DURSTON'S PRACTICE ELM LODGE SURGERY STERNHALL LANE SURGERY ST GILES SURGERY DR PATEL DR R SHARMA'S PRACTICE THE THREE ZERO SIX MEDICAL CENTRE ALBION STREET GROUP PRACTICE THE GARDENS SURGERY ST JAMES CHURCH SURGERY DR KK MISRA'S PRACTICE THE NUNHEAD SURGERY 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? 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 (815,057); (4,234); Practice bases range from 59 to 123 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 25

26 Success in getting an appointment: how the s practices compare THE VILLA STREET MEDICAL CENTRE 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? 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% 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 (815,057); (4,234); Practice bases range from 59 to 123 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 26

27 Convenience of appointment How convenient was the appointment you were able to get? 's results over time Latest Convenient 86% Not convenient 14% Jan 2015 Convenient 87% Not convenient 13% Dec 2013 Convenient 89% s results 12% Very convenient 40% Fairly convenient Not very convenient 46% Not at all convenient National results 92% Convenient 8% Not convenient Not convenient 11% Practice range in - % Convenient Local range - % Convenient Lowest Highest 71% 97% Lowest Highest 85% 92% Base: All those able to get an appointment: National (703,182); 2016 (3,377); 2015 (3,597); 2013 (4,142) Practice bases range from 43 to 111; bases range from 2,133 to 6,223 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + Not at all convenient 27

28 Convenience of appointment: how the s practices compare THE DULWICH MEDICAL CENTRE FALMOUTH ROAD GROUP PRACTICE DMC CHADWICK ROAD HURLEY GROUP PRACTICE SIR JOHN KIRK CLOSE SURGERY THE LORDSHIP LANE SURGERY BERMONDSEY SPA MEDICAL CENTRE DR I SALAU'S PRACTICE PENROSE SURGERY MANOR PLACE SURGERY MELBOURNE GROVE THE NEW MILL STREET SURGERY STERNHALL LANE SURGERY BERMONDSEY AND LANSDOWNE MEDICAL MISSION FOREST HILL GROUP PRACTICE THE THREE ZERO SIX MEDICAL CENTRE DR R SHARMA'S PRACTICE THE AYLESBURY PARTNERSHIP OLD KENT ROAD SURGERY THE LISTER PRIMARY CARE CENTRE TRAFALGAR SURGERY CONCORDIA PARKSIDE QUEENS ROAD SURGERY ALBION STREET GROUP PRACTICE THE VILLA STREET MEDICAL CENTRE SURREY DOCKS HEALTH CENTRE DR R KADHIM'S PRACTICE SILVERLOCK THE GRANGE ROAD PRACTICE DR KK MISRA'S PRACTICE DR RS DURSTON'S PRACTICE ST GILES SURGERY BLACKFRIARS MEDICAL PRACTICE ELM LODGE SURGERY THE GARDENS SURGERY DR AT BRADFORD'S PRACTICE DR SMS HOSSAIN'S PRACTICE THE NUNHEAD SURGERY ST GILES SURGERY DR PATEL ST JAMES CHURCH SURGERY PRINCESS STREET GROUP PRACTICE DR RHK SINHA'S PRACTICE THE HAMBLEDEN CLINIC How convenient was the appointment you were able to get? Percentage of patients saying their appointment was convenient 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 able to get an appointment: National (703,182); (3,377); Practice bases range from 43 to 111 %Convenient = %Very convenient + %Fairly convenient 28

29 Convenience of appointment: how the s practices compare PARK MEDICAL CENTRE How convenient was the appointment you were able to get? Percentage of patients saying their appointment was convenient 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 able to get an appointment: National (703,182); (3,377); Practice bases range from 43 to 111 %Convenient = %Very convenient + %Fairly convenient 29

30 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 What did you do on that occasion?* 100% 90% 80% 70% 60% 50% 40% 40% 38% National 30% 20% 10% 0% Went to the appointment I was offered 21% 22% Got an appointment for a different day 6% 6% 8% Had a consultation over the phone 4% 3% 3% 5% 5% Went to A&E Saw a pharmacist Used another NHS service 9% Decided to contact my surgery another time 12% 12% 13% Didn t see or speak to anyone * 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); (472) Comparisons are indicative only: differences may not be statistically significant 30

31 Overall experience of making an appointment Overall, how would you describe your experience of making an appointment? 's results over time s results National results Latest Good Poor Jan 2015 Good Poor Dec 2013 Good 67% 16% 69% 16% 73% 17% 9% 7% Very good 28% Fairly good Neither good nor poor Fairly poor Very poor 38% 73% Good 12% Poor Poor 13% Practice range in - % Good Local range - % Good Lowest Highest 39% 90% Lowest Highest 59% 78% Base: All those completing a questionnaire: National (811,562); 2016 (4,225); 2015 (4,447); 2013 (5,033) Practice bases range from 57 to 122; bases range from 2,560 to 7,821 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 31

32 Overall experience of making an appointment: how the s practices compare FALMOUTH ROAD GROUP PRACTICE DMC CHADWICK ROAD MELBOURNE GROVE THE DULWICH MEDICAL CENTRE HURLEY GROUP PRACTICE BERMONDSEY AND LANSDOWNE MEDICAL MISSION THE GRANGE ROAD PRACTICE BERMONDSEY SPA MEDICAL CENTRE THE NEW MILL STREET SURGERY FOREST HILL GROUP PRACTICE DR R KADHIM'S PRACTICE THE LORDSHIP LANE SURGERY SIR JOHN KIRK CLOSE SURGERY DR I SALAU'S PRACTICE MANOR PLACE SURGERY STERNHALL LANE SURGERY SURREY DOCKS HEALTH CENTRE DR AT BRADFORD'S PRACTICE DR SMS HOSSAIN'S PRACTICE CONCORDIA PARKSIDE QUEENS ROAD SURGERY PENROSE SURGERY PRINCESS STREET GROUP PRACTICE ELM LODGE SURGERY PARK MEDICAL CENTRE ALBION STREET GROUP PRACTICE THE GARDENS SURGERY BLACKFRIARS MEDICAL PRACTICE DR R SHARMA'S PRACTICE THE THREE ZERO SIX MEDICAL CENTRE ST GILES SURGERY DR PATEL ST GILES SURGERY THE LISTER PRIMARY CARE CENTRE THE AYLESBURY PARTNERSHIP TRAFALGAR SURGERY DR KK MISRA'S PRACTICE DR RHK SINHA'S PRACTICE THE VILLA STREET MEDICAL CENTRE ST JAMES CHURCH SURGERY OLD KENT ROAD SURGERY THE HAMBLEDEN CLINIC DR RS DURSTON'S PRACTICE SILVERLOCK 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 (811,562); (4,225); Practice bases range from 57 to 122 %Good = %Very good + %Fairly good 32

33 Overall experience of making an appointment: how the s practices compare THE NUNHEAD SURGERY 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 (811,562); (4,225); Practice bases range from 57 to 122 %Good = %Very good + %Fairly good 33

34 Waiting times at the GP surgery 34

35 Waiting times at the GP surgery How do you feel about how long you normally have to wait to be seen? 's results over time s results National results Latest Don't wait too long Wait too long Jan 2015 Don't wait too long Wait too long 47% 45% 46% 47% 14% 31% 8% I don't normally have to wait too long 47% I have to wait a bit too long I have to wait far too long No opinion/doesn't apply 58% Don t wait too long 34% Dec 2013 Don't wait too long 49% Wait too long Wait too long 46% Practice range in % Don t wait too long Local range % Don t wait too long Lowest Highest 16% 71% Lowest Highest 41% 61% Base: All those completing a questionnaire: National (815,634); 2016 (4,243); 2015 (4,461); 2013 (5,052) Practice bases range from 59 to 122; bases range from 2,570 to 7,834 %Wait too long= %I have to wait a bit too long + %I have to wait far too long 35

36 DR R KADHIM'S PRACTICE DR SMS HOSSAIN'S PRACTICE FALMOUTH ROAD GROUP PRACTICE THE LORDSHIP LANE SURGERY THE NEW MILL STREET SURGERY SURREY DOCKS HEALTH CENTRE BERMONDSEY SPA MEDICAL CENTRE HURLEY GROUP PRACTICE BERMONDSEY AND LANSDOWNE MEDICAL MISSION DR RHK SINHA'S PRACTICE THE GRANGE ROAD PRACTICE THE AYLESBURY PARTNERSHIP THE DULWICH MEDICAL CENTRE ST GILES SURGERY DR PATEL DR RS DURSTON'S PRACTICE ST GILES SURGERY SIR JOHN KIRK CLOSE SURGERY ELM LODGE SURGERY STERNHALL LANE SURGERY MELBOURNE GROVE QUEENS ROAD SURGERY CONCORDIA PARKSIDE DMC CHADWICK ROAD BLACKFRIARS MEDICAL PRACTICE DR AT BRADFORD'S PRACTICE MANOR PLACE SURGERY DR I SALAU'S PRACTICE THE THREE ZERO SIX MEDICAL CENTRE THE HAMBLEDEN CLINIC DR R SHARMA'S PRACTICE PRINCESS STREET GROUP PRACTICE OLD KENT ROAD SURGERY TRAFALGAR SURGERY PARK MEDICAL CENTRE FOREST HILL GROUP PRACTICE DR KK MISRA'S PRACTICE THE GARDENS SURGERY THE NUNHEAD SURGERY PENROSE SURGERY THE VILLA STREET MEDICAL CENTRE THE LISTER PRIMARY CARE CENTRE SILVERLOCK ALBION STREET GROUP PRACTICE Waiting times at the GP surgery: how the s practices compare 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% 90% 80% 70% 60% 50% 40% 30% 20% 10% Practices National Average 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 (815,634); (4,243); Practice bases range from 59 to

37 ST JAMES CHURCH SURGERY Waiting times at the GP surgery: how the s practices compare 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% 90% 80% 70% 60% 50% 40% 30% 20% 10% Practices National Average 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 (815,634); (4,243); Practice bases range from 59 to

38 Perceptions of care at patients last GP appointment 38

39 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?* s results National results % Poor Very poor Poor Neither good nor poor Good Very good 4% 4% 3% 5% 4% results % Poor 7% 6% 5% 7% 7% 3% 3% 3% 4% 4% 4% 4% 4% 12% 9% 14% 17% 13% Very poor 40% 40% 39% 40% 40% 41% 45% 42% 36% 40% Very good Giving you enough time Listening to you Explaining tests and treatments *Those who say Doesn t apply have been excluded from these results. Involving you in decisions about your care Treating you with care and concern Base: All those completing a questionnaire: (4,233; 4,220; 4,096; 3,976; 4,166); National (812,087; 810,167; 779,287; 748,634; 797,664) %Poor = %Very poor + %Poor 39

40 Confidence and trust in the GP Did you have confidence and trust in the GP you saw or spoke to? 's results over time s results National results Latest Yes 88% 7% 5% Yes, definitely 92% No Jan 2015 Yes No 7% 89% 6% 33% 55% Yes, to some extent No, not at all Don't know/can't say Yes 5% Dec 2013 Yes 89% No No 7% Practice range in - % Yes Local range - % Yes Lowest Highest 73% 98% Lowest Highest 85% 93% Base: All those completing a questionnaire: National (821,488); 2016 (4,289); 2015 (4,503); 2013 (5,091) Practice bases range from 60 to 124; bases range from 2,593 to 7,939 %Yes = %Yes, definitely + %Yes, to some extent 40

41 Confidence and trust in the GP: how the s practices compare DMC CHADWICK ROAD MELBOURNE GROVE HURLEY GROUP PRACTICE DR R KADHIM'S PRACTICE THE GRANGE ROAD PRACTICE SILVERLOCK FALMOUTH ROAD GROUP PRACTICE OLD KENT ROAD SURGERY DR KK MISRA'S PRACTICE ALBION STREET GROUP PRACTICE DR R SHARMA'S PRACTICE DR I SALAU'S PRACTICE DR RHK SINHA'S PRACTICE PENROSE SURGERY THE HAMBLEDEN CLINIC THE DULWICH MEDICAL CENTRE STERNHALL LANE SURGERY THE LISTER PRIMARY CARE CENTRE THE VILLA STREET MEDICAL CENTRE THE NEW MILL STREET SURGERY DR SMS HOSSAIN'S PRACTICE CONCORDIA PARKSIDE THE THREE ZERO SIX MEDICAL CENTRE TRAFALGAR SURGERY BERMONDSEY AND LANSDOWNE MEDICAL MISSION BLACKFRIARS MEDICAL PRACTICE FOREST HILL GROUP PRACTICE ST JAMES CHURCH SURGERY MANOR PLACE SURGERY BERMONDSEY SPA MEDICAL CENTRE QUEENS ROAD SURGERY ST GILES SURGERY SIR JOHN KIRK CLOSE SURGERY THE LORDSHIP LANE SURGERY THE NUNHEAD SURGERY DR AT BRADFORD'S PRACTICE THE AYLESBURY PARTNERSHIP THE GARDENS SURGERY SURREY DOCKS HEALTH CENTRE ST GILES SURGERY DR PATEL ELM LODGE SURGERY PARK MEDICAL CENTRE DR RS DURSTON'S PRACTICE Did you have confidence and trust in the GP you saw or spoke to? Percentage of patients saying they have trust and confidence in their GP 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 (821,488); (4,289); Practice bases range from 60 to 124 %Yes = %Yes, definitely + %Yes, to some extent 41

42 Confidence and trust in the GP: how the s practices compare PRINCESS STREET GROUP PRACTICE Did you have confidence and trust in the GP you saw or spoke to? Percentage of patients saying they have trust and confidence in their GP 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 (821,488); (4,289); Practice bases range from 60 to 124 %Yes = %Yes, definitely + %Yes, to some extent 42

43 Perceptions of care at patients last nurse appointment 43

44 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?* s results National results % Poor results % Poor Very poor Poor Neither good nor poor Good Very good 2% 2% 2% 3% 2% 4% 5% 5% 5% 5% 3% 3% 3% 4% 3% 10% 11% 13% 15% 11% Very poor 41% 41% 41% 42% 43% 45% 43% 42% 38% 41% Very good Giving you enough time Listening to you Explaining tests and treatments *Those who say Doesn t apply have been excluded from these results. Involving you in decisions about your care Treating you with care and concern Base: All those completing a questionnaire: (3,586; 3,543; 3,470; 3,214; 3,500); National (728,958; 721,085; 701,838; 638,362; 710,955) %Poor = %Very poor + %Poor 44

45 Confidence and trust in the nurse Did you have confidence and trust in the nurse you saw or spoke to? 's results over time s results National results Latest Yes 77% 18% Yes, definitely 84% No Jan 2015 Yes No 5% 79% 4% 5% 29% 47% Yes, to some extent No, not at all Don't know/can't say Yes 3% Dec 2013 Yes 80% No No 5% Practice range in - % Yes Local range - % Yes Lowest Highest 62% 95% Lowest Highest 69% 84% Base: All those completing a questionnaire: National (796,042); 2016 (4,115); 2015 (4,295); 2013 (4,825) Practice bases range from 60 to 115; bases range from 2,483 to 7,607 %Yes = %Yes, definitely + %Yes, to some extent 45

46 Confidence and trust in the nurse: how the s practices compare SURREY DOCKS HEALTH CENTRE THE DULWICH MEDICAL CENTRE PARK MEDICAL CENTRE FALMOUTH ROAD GROUP PRACTICE THE GRANGE ROAD PRACTICE THE HAMBLEDEN CLINIC SIR JOHN KIRK CLOSE SURGERY DR KK MISRA'S PRACTICE THE LISTER PRIMARY CARE CENTRE STERNHALL LANE SURGERY THE NEW MILL STREET SURGERY ST JAMES CHURCH SURGERY QUEENS ROAD SURGERY SILVERLOCK DR R KADHIM'S PRACTICE DR R SHARMA'S PRACTICE PRINCESS STREET GROUP PRACTICE MELBOURNE GROVE DR AT BRADFORD'S PRACTICE TRAFALGAR SURGERY THE VILLA STREET MEDICAL CENTRE BLACKFRIARS MEDICAL PRACTICE DR SMS HOSSAIN'S PRACTICE ST GILES SURGERY DR PATEL ST GILES SURGERY ALBION STREET GROUP PRACTICE HURLEY GROUP PRACTICE BERMONDSEY AND LANSDOWNE MEDICAL MISSION MANOR PLACE SURGERY BERMONDSEY SPA MEDICAL CENTRE THE LORDSHIP LANE SURGERY DR RS DURSTON'S PRACTICE THE GARDENS SURGERY DR RHK SINHA'S PRACTICE THE NUNHEAD SURGERY DR I SALAU'S PRACTICE CONCORDIA PARKSIDE DMC CHADWICK ROAD OLD KENT ROAD SURGERY PENROSE SURGERY FOREST HILL GROUP PRACTICE THE THREE ZERO SIX MEDICAL CENTRE ELM LODGE SURGERY Did you have confidence and trust in the nurse you saw or spoke to? Percentage of patients saying they have trust and confidence in their nurse 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 (796,042); (4,115); Practice bases range from 60 to 115 %Yes = %Yes, definitely + % Yes, to some extent 46

47 Confidence and trust in the nurse: how the s practices compare THE AYLESBURY PARTNERSHIP Did you have confidence and trust in the nurse you saw or spoke to? Percentage of patients saying they have trust and confidence in their nurse 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 (796,042); (4,115); Practice bases range from 60 to 115 %Yes = %Yes, definitely + % Yes, to some extent 47

48 Satisfaction with the practice s opening hours 48

49 Satisfaction with opening hours How satisfied are you with the hours that your GP surgery is open? 's results over time Latest Satisfied 74% Dissatisfied 11% Jan 2015 Satisfied 75% Dissatisfied 11% Dec 2013 Satisfied 80% Dissatisfied 8% Very satisfied 4% 5% 7% Fairly satisfied 35% 11% Neither satisfied nor dissatisfied 39% s results Fairly dissatisfied Very dissatisfied I'm not sure when my GP surgery is open National results 75% Satisfied 10% Dissatisfied Practice range in - % Satisfied Local range - % Satisfied Lowest Highest 57% 92% Lowest Highest 68% 79% Base: All those completing a questionnaire: National (837,583); 2016 (4,348); 2015 (4,536); 2013 (5,199) Practice bases range from 62 to 124; bases range from 2,611 to 8,048 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 49

50 Satisfaction with opening hours: how the s practices compare DMC CHADWICK ROAD FALMOUTH ROAD GROUP PRACTICE MELBOURNE GROVE THE DULWICH MEDICAL CENTRE FOREST HILL GROUP PRACTICE STERNHALL LANE SURGERY BLACKFRIARS MEDICAL PRACTICE ST GILES SURGERY DR PATEL SIR JOHN KIRK CLOSE SURGERY PENROSE SURGERY DR R KADHIM'S PRACTICE BERMONDSEY AND LANSDOWNE MEDICAL MISSION MANOR PLACE SURGERY THE GRANGE ROAD PRACTICE BERMONDSEY SPA MEDICAL CENTRE THE GARDENS SURGERY ST JAMES CHURCH SURGERY ELM LODGE SURGERY PRINCESS STREET GROUP PRACTICE THE NEW MILL STREET SURGERY THE LORDSHIP LANE SURGERY DR RHK SINHA'S PRACTICE SILVERLOCK SURREY DOCKS HEALTH CENTRE TRAFALGAR SURGERY THE THREE ZERO SIX MEDICAL CENTRE THE HAMBLEDEN CLINIC ALBION STREET GROUP PRACTICE DR R SHARMA'S PRACTICE QUEENS ROAD SURGERY DR RS DURSTON'S PRACTICE DR SMS HOSSAIN'S PRACTICE CONCORDIA PARKSIDE PARK MEDICAL CENTRE HURLEY GROUP PRACTICE DR AT BRADFORD'S PRACTICE ST GILES SURGERY OLD KENT ROAD SURGERY DR KK MISRA'S PRACTICE DR I SALAU'S PRACTICE THE VILLA STREET MEDICAL CENTRE THE NUNHEAD SURGERY THE AYLESBURY PARTNERSHIP 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 (837,583); (4,348); Practice bases range from 62 to 124 %Satisfied = %Very satisfied + %Fairly satisfied 50

51 Satisfaction with opening hours: how the s practices compare THE LISTER PRIMARY CARE CENTRE 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 (837,583); (4,348); Practice bases range from 62 to 124 %Satisfied = %Very satisfied + %Fairly satisfied 51

52 Out-of-hours services 52

53 Use of out-of-hours services* Considering all of the services you contacted, which of the following happened on that occasion? I contacted an NHS service by telephone 55% 61% National A health professional called me back 24% 26% A health professional visited me at home 3% 6% I went to A&E 36% 33% I saw a pharmacist 11% 9% I went to another NHS service 23% 23% Can't remember 6% 4% *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. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (67,889); (354) 53

54 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); (357) 37% 11% 52% It was about right It took too long Don't know/doesn't apply 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); (360) 11% 46% 6% 36% Yes, definitely Yes, to some extent No, not at all Don't know/can't say National results 62% 32% National results 86% 9% About right Took too long Yes No *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. %Yes = %Yes, definitely + % Yes, to some extent 54

55 Overall experience of out-of-hours services 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 s results National results Latest Good 61% 9% 8% 3% 26% Very good Fairly good Neither good nor poor 67% Good Poor 17% 19% 35% Fairly poor Very poor Don't know/can't say 15% Poor Local range - % Good Lowest Highest 49% 71% *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. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (68,172); (358); bases range from 233 to %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

56 Statistical reliability 56

57 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 836, , Practice For example, taking a 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. 57

58 Want to know more? 58

59 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 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 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. 2.4m Surveys to adults registered with an English GP practice 854,032 Completed surveys in the Jan 2016 publication 36% National response rate 59

60 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 60

61 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). 61

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