NHS Southern Derbyshire CCG Latest survey results

Transcription

1 NHS Southern Derbyshire 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 14 Making an appointment. Slide 23 Waiting times at the GP surgery..... Slide 37 Perceptions of care at patients last GP appointment.. Slide 41 Perceptions of care at patients last nurse appointment. Slide 46 Satisfaction with the practice s opening hours.. Slide 51 Out-of-hours services Slide 55 Statistical reliability... Slide 60 Want to know more?.. Slide 62 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 Southern Derbyshire. 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 Southern Derbyshire, 14,920 questionnaires were sent out, and 6,292 were returned completed. This represents a response rate of 42%. 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 % 4% Very good Fairly good 43% Neither good nor poor Fairly poor 43% Very poor 86% Good 5% Poor National 85% Good 5% Poor Practice range in % Good Local range % Good Lowest Highest 61% 100% Lowest Highest 80% 92% Base: All those completing a questionnaire: National (794,704); 2017 (6,215); 2016 (6,122); 2015 (6,100); 2014 (6,570); 2013 (6,878); Practice bases range from 50 to 137; bases range from 1,308 to 6,215 %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 80% to 92% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: bases range from 1,308 to 6,215 %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 61% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 50 to 137 %Good = %Very good + %Fairly good 11

12 THE NEW PARKFIELDS SURGERY WELLSIDE MEDICAL CENTRE LISTER HOUSE CHELLASTON RIPLEY MEDICAL CENTRE ST THOMAS ROAD SURGERY MELBOURNE & CHELLASTON MEDICAL PRACTICE VERNON STREET MEDICAL CTR DERWENT VALLEY MEDICAL PRACTICE VILLAGE SURGERY OSMASTON SURGERY HAVEN MEDICAL CENTRE IVY GROVE SURGERY WELLBROOK MEDICAL CENTRE NEWHALL SURGERY FRIAR GATE SURGERY ALVASTON MEDICAL CENTRE DERBY FAMILY MEDICAL CENTRE HOLLYBROOK MEDICAL CENTRE WHITEMOOR MEDICAL CENTRE WILLINGTON SURGERY SWADLINCOTE SURGERY MACKLIN STREET SURGERY GRESLEYDALE HEALTHCARE CENTRE PEARTREE MEDICAL CENTRE CHARNWOOD SURGERY PARK SURGERY THE SURGERY CLIFTON ROAD MICKLEOVER MEDICAL CENTRE DERWENT MEDICAL CENTRE OVERDALE MEDICAL PRACTICE CHAPEL STREET MEDICAL CENTRE LISTER HOUSE SURGERY APPLETREE MEDICAL PRACTICE RIVERSDALE SURGERY HEARTWOOD MEDICAL PRACTICE WEST HALLAM MEDICAL CTR BROOK MEDICAL CENTRE JESSOP MEDICAL PRACTICE BROOKLYN MEDICAL PRACTICE WOODVILLE SURGERY MICKLEOVER SURGERY THE PARK MEDICAL PRACTICE CRICH MEDICAL PRACTICE 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); (6,215); Practice bases range from 50 to 137 %Good = %Very good + %Fairly good 12

13 SOMERCOTES MEDICAL CENTRE PARK FARM MEDICAL CENTRE WILSON STREET SURGERY OAKWOOD SURGERY ARTHUR MEDICAL CENTRE OVERSEAL SURGERY ASHBOURNE MEDICAL PRACTICE KELVINGROVE MEDICAL CENTRE PARKSIDE SURGERY HANNAGE BROOK MEDICAL CENTRE BRAILSFORD & HULLAND MEDICAL PRACTICE PARK LANE SURGERY 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); (6,215); Practice bases range from 50 to 137 %Good = %Very good + %Fairly good 13

14 Access to GP services 14

15 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% 3% 19% Very easy Fairly easy Not very easy Not at all easy Haven't tried 46% 65% Easy 32% Not easy National 68% Easy 28% Not easy Practice range in - % Easy Local range - % Easy Lowest Highest 39% 98% Lowest Highest 60% 83% Base: All those completing a questionnaire: National (804,177); 2017 (6,254); 2016 (6,223); 2015 (6,208); 2014 (6,677); 2013 (6,985); Practice bases range from 51 to 136; bases range from 1,322 to 6,254 %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 HAVEN MEDICAL CENTRE THE NEW PARKFIELDS SURGERY MICKLEOVER MEDICAL CENTRE IVY GROVE SURGERY MACKLIN STREET SURGERY CHARNWOOD SURGERY HOLLYBROOK MEDICAL CENTRE LISTER HOUSE CHELLASTON WELLSIDE MEDICAL CENTRE WELLBROOK MEDICAL CENTRE DERWENT VALLEY MEDICAL PRACTICE THE PARK MEDICAL PRACTICE OSMASTON SURGERY DERBY FAMILY MEDICAL CENTRE MELBOURNE & CHELLASTON MEDICAL PRACTICE PEARTREE MEDICAL CENTRE WILSON STREET SURGERY NEWHALL SURGERY VILLAGE SURGERY ALVASTON MEDICAL CENTRE PARK SURGERY SWADLINCOTE SURGERY WHITEMOOR MEDICAL CENTRE VERNON STREET MEDICAL CTR FRIAR GATE SURGERY ST THOMAS ROAD SURGERY JESSOP MEDICAL PRACTICE APPLETREE MEDICAL PRACTICE RIPLEY MEDICAL CENTRE GRESLEYDALE HEALTHCARE CENTRE BROOKLYN MEDICAL PRACTICE WEST HALLAM MEDICAL CTR HEARTWOOD MEDICAL PRACTICE WOODVILLE SURGERY PARK FARM MEDICAL CENTRE CHAPEL STREET MEDICAL CENTRE MICKLEOVER SURGERY WILLINGTON SURGERY RIVERSDALE SURGERY LISTER HOUSE SURGERY THE SURGERY CLIFTON ROAD OVERDALE MEDICAL PRACTICE OAKWOOD SURGERY 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); (6,254); Practice bases range from 51 to 136 %Easy = %Very easy + %Fairly easy 16

17 Ease of getting through to GP surgery on the phone: how the s practices compare BROOK MEDICAL CENTRE KELVINGROVE MEDICAL CENTRE PARK LANE SURGERY CRICH MEDICAL PRACTICE SOMERCOTES MEDICAL CENTRE ARTHUR MEDICAL CENTRE PARKSIDE SURGERY BRAILSFORD & HULLAND MEDICAL PRACTICE ASHBOURNE MEDICAL PRACTICE DERWENT MEDICAL CENTRE HANNAGE BROOK MEDICAL CENTRE OVERSEAL SURGERY 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); (6,254); Practice bases range from 51 to 136 %Easy = %Very easy + %Fairly easy 17

18 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 % 3% Very helpful Fairly helpful 42% Not very helpful Not at all helpful 44% Don't know 86% Helpful 11% Not helpful National 87% Helpful 11% Not helpful Practice range in - % Helpful Local range - % Helpful Lowest Highest 59% 99% Lowest Highest 84% 91% Base: All those completing a questionnaire: National (803,718); 2017 (6,264); 2016 (6,223); 2015 (6,210); 2014 (6,679); 2013 (6,983); Practice bases range from 50 to 139; bases range from 1,320 to 6,264 %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 THE NEW PARKFIELDS SURGERY WELLSIDE MEDICAL CENTRE ST THOMAS ROAD SURGERY NEWHALL SURGERY CHARNWOOD SURGERY PEARTREE MEDICAL CENTRE SWADLINCOTE SURGERY HAVEN MEDICAL CENTRE DERWENT VALLEY MEDICAL PRACTICE OSMASTON SURGERY WELLBROOK MEDICAL CENTRE LISTER HOUSE CHELLASTON HOLLYBROOK MEDICAL CENTRE FRIAR GATE SURGERY MELBOURNE & CHELLASTON MEDICAL PRACTICE WHITEMOOR MEDICAL CENTRE MICKLEOVER MEDICAL CENTRE RIPLEY MEDICAL CENTRE THE SURGERY CLIFTON ROAD DERBY FAMILY MEDICAL CENTRE ALVASTON MEDICAL CENTRE VILLAGE SURGERY MACKLIN STREET SURGERY VERNON STREET MEDICAL CTR WEST HALLAM MEDICAL CTR PARK SURGERY THE PARK MEDICAL PRACTICE OAKWOOD SURGERY GRESLEYDALE HEALTHCARE CENTRE WILLINGTON SURGERY RIVERSDALE SURGERY LISTER HOUSE SURGERY IVY GROVE SURGERY APPLETREE MEDICAL PRACTICE KELVINGROVE MEDICAL CENTRE HEARTWOOD MEDICAL PRACTICE JESSOP MEDICAL PRACTICE WILSON STREET SURGERY OVERDALE MEDICAL PRACTICE BROOK MEDICAL CENTRE BROOKLYN MEDICAL PRACTICE WOODVILLE SURGERY PARK FARM MEDICAL CENTRE Q4. How helpful do you find the receptionists at your GP surgery? Percentage of patients saying receptionists at the GP surgery are helpful 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 (803,718); (6,264); Practice bases range from 50 to 139 %Helpful = %Very helpful + %Fairly helpful 19

20 Helpfulness of receptionists at GP surgery: how the s practices compare ARTHUR MEDICAL CENTRE MICKLEOVER SURGERY SOMERCOTES MEDICAL CENTRE PARK LANE SURGERY PARKSIDE SURGERY BRAILSFORD & HULLAND MEDICAL PRACTICE ASHBOURNE MEDICAL PRACTICE CHAPEL STREET MEDICAL CENTRE CRICH MEDICAL PRACTICE OVERSEAL SURGERY HANNAGE BROOK MEDICAL CENTRE DERWENT MEDICAL CENTRE Q4. How helpful do you find the receptionists at your GP surgery? Percentage of patients saying receptionists at the GP surgery are helpful 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 (803,718); (6,264); Practice bases range from 50 to 139 %Helpful = %Very helpful + %Fairly helpful 20

21 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% 35% 34% 46% 46% National % 9% 7% 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); (6,121); Practice bases range from 51 to 134 Comparisons are indicative only: differences may not be statistically significant 21

22 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% 11% Booking appointments online 12% Ordering repeat prescriptions online 1% 2% Accessing my medical records online 84% 83% None of these Practice range within National Base: All those completing a questionnaire: National (786,183); (6,133); Practice bases range from 50 to 132 Comparisons are indicative only: differences may not be statistically significant 22

23 Making an appointment 23

24 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 70% Yes, but I had to call back closer to or on the day No Can't remember Comparison of results 84% Yes 11% No National 84% Yes 11% No Practice range in - % Yes Local range - % Yes Lowest Highest 61% 99% Lowest Highest 78% 90% Base: All those completing a questionnaire: National (772,293); 2017 (6,023); 2016 (6,035); 2015 (6,062); 2014 (6,430); 2013 (6,801); Practice bases range from 49 to 134; bases range from 1,268 to 6,023 %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 HAVEN MEDICAL CENTRE DERBY FAMILY MEDICAL CENTRE WELLSIDE MEDICAL CENTRE PEARTREE MEDICAL CENTRE RIPLEY MEDICAL CENTRE LISTER HOUSE CHELLASTON THE NEW PARKFIELDS SURGERY MACKLIN STREET SURGERY ST THOMAS ROAD SURGERY HOLLYBROOK MEDICAL CENTRE JESSOP MEDICAL PRACTICE DERWENT VALLEY MEDICAL PRACTICE IVY GROVE SURGERY MICKLEOVER MEDICAL CENTRE ALVASTON MEDICAL CENTRE MELBOURNE & CHELLASTON MEDICAL PRACTICE FRIAR GATE SURGERY OSMASTON SURGERY VERNON STREET MEDICAL CTR THE SURGERY CLIFTON ROAD WILLINGTON SURGERY WELLBROOK MEDICAL CENTRE CHARNWOOD SURGERY NEWHALL SURGERY VILLAGE SURGERY BROOKLYN MEDICAL PRACTICE SWADLINCOTE SURGERY WHITEMOOR MEDICAL CENTRE LISTER HOUSE SURGERY OAKWOOD SURGERY HEARTWOOD MEDICAL PRACTICE SOMERCOTES MEDICAL CENTRE GRESLEYDALE HEALTHCARE CENTRE PARK SURGERY BROOK MEDICAL CENTRE RIVERSDALE SURGERY PARK LANE SURGERY APPLETREE MEDICAL PRACTICE PARKSIDE SURGERY MICKLEOVER SURGERY WILSON STREET SURGERY WEST HALLAM MEDICAL CTR WOODVILLE 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 National average 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% 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); (6,023); Practice bases range from 49 to 134 %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 PARK FARM MEDICAL CENTRE CRICH MEDICAL PRACTICE DERWENT MEDICAL CENTRE ARTHUR MEDICAL CENTRE KELVINGROVE MEDICAL CENTRE CHAPEL STREET MEDICAL CENTRE ASHBOURNE MEDICAL PRACTICE THE PARK MEDICAL PRACTICE BRAILSFORD & HULLAND MEDICAL PRACTICE HANNAGE BROOK MEDICAL CENTRE OVERDALE MEDICAL PRACTICE OVERSEAL 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); (6,023); Practice bases range from 49 to 134 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 26

27 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 % 7% Very convenient Fairly convenient 47% Not very convenient Not at all convenient 92% Convenient 8% Not convenient National 92% Convenient 8% Not convenient Practice range in - % Convenient Local range - % Convenient Lowest Highest 76% 100% Lowest Highest 90% 95% Base: All those able to get an appointment: National (658,980); 2017 (5,144); 2016 (5,192); 2015 (5,355); 2014 (5,671); 2013 (6,003); Practice bases range from 32 to 130; bases range from 1,123 to 5,144 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient 27

28 Convenience of appointment: how the s practices compare ST THOMAS ROAD SURGERY DERBY FAMILY MEDICAL CENTRE WHITEMOOR MEDICAL CENTRE MACKLIN STREET SURGERY THE NEW PARKFIELDS SURGERY OSMASTON SURGERY WELLBROOK MEDICAL CENTRE JESSOP MEDICAL PRACTICE WELLSIDE MEDICAL CENTRE FRIAR GATE SURGERY LISTER HOUSE CHELLASTON CHARNWOOD SURGERY SOMERCOTES MEDICAL CENTRE VILLAGE SURGERY WOODVILLE SURGERY HOLLYBROOK MEDICAL CENTRE OVERDALE MEDICAL PRACTICE RIVERSDALE SURGERY IVY GROVE SURGERY ALVASTON MEDICAL CENTRE RIPLEY MEDICAL CENTRE HAVEN MEDICAL CENTRE GRESLEYDALE HEALTHCARE CENTRE VERNON STREET MEDICAL CTR MICKLEOVER MEDICAL CENTRE THE SURGERY CLIFTON ROAD PEARTREE MEDICAL CENTRE DERWENT VALLEY MEDICAL PRACTICE NEWHALL SURGERY APPLETREE MEDICAL PRACTICE CHAPEL STREET MEDICAL CENTRE WEST HALLAM MEDICAL CTR LISTER HOUSE SURGERY MELBOURNE & CHELLASTON MEDICAL PRACTICE BROOK MEDICAL CENTRE BROOKLYN MEDICAL PRACTICE WILLINGTON SURGERY CRICH MEDICAL PRACTICE HEARTWOOD MEDICAL PRACTICE SWADLINCOTE SURGERY ASHBOURNE MEDICAL PRACTICE THE PARK MEDICAL PRACTICE HANNAGE BROOK MEDICAL CENTRE 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); (5,144); Practice bases range from 32 to 130 %Convenient = %Very convenient + %Fairly convenient 28

29 Convenience of appointment: how the s practices compare PARK FARM MEDICAL CENTRE OAKWOOD SURGERY WILSON STREET SURGERY PARK SURGERY BRAILSFORD & HULLAND MEDICAL PRACTICE DERWENT MEDICAL CENTRE PARK LANE SURGERY KELVINGROVE MEDICAL CENTRE MICKLEOVER SURGERY OVERSEAL SURGERY ARTHUR MEDICAL CENTRE PARKSIDE 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); (5,144); Practice bases range from 32 to 130 %Convenient = %Very convenient + %Fairly convenient 29

30 Convenience of appointment (rebased to include those unable to get an appointment) Q15. How convenient was the appointment you were able to get? (rebased) 6% 40% 12% s results* 41% Very convenient Fairly convenient Not very convenient Not at all convenient Unable to get an appointment 81% Convenient 19% Not convenient/ unable to get an appointment Comparison of results National 81% Convenient 19% Not convenient/ unable to get an appointment Practice range in - % Convenient Local range - % Convenient Lowest Highest 57% 98% Lowest Highest 76% 89% * 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 (5,739); Practice bases range from 41 to 131; bases range from 1,221 to 5,739 * %Convenient = %Very convenient + %Fairly convenient %Not/ unable = %Not very convenient + %Not at all convenient + %Unable to get appointment 30

31 Convenience of appointment (rebased to include those unable to get an appointment): how the s practices compare DERBY FAMILY MEDICAL CENTRE WELLSIDE MEDICAL CENTRE ST THOMAS ROAD SURGERY HAVEN MEDICAL CENTRE THE NEW PARKFIELDS SURGERY MACKLIN STREET SURGERY OSMASTON SURGERY JESSOP MEDICAL PRACTICE HOLLYBROOK MEDICAL CENTRE RIPLEY MEDICAL CENTRE WELLBROOK MEDICAL CENTRE PEARTREE MEDICAL CENTRE LISTER HOUSE CHELLASTON FRIAR GATE SURGERY ALVASTON MEDICAL CENTRE MICKLEOVER MEDICAL CENTRE CHARNWOOD SURGERY IVY GROVE SURGERY VILLAGE SURGERY WHITEMOOR MEDICAL CENTRE VERNON STREET MEDICAL CTR SOMERCOTES MEDICAL CENTRE WILLINGTON SURGERY THE SURGERY CLIFTON ROAD MELBOURNE & CHELLASTON MEDICAL PRACTICE DERWENT VALLEY MEDICAL PRACTICE GRESLEYDALE HEALTHCARE CENTRE RIVERSDALE SURGERY NEWHALL SURGERY SWADLINCOTE SURGERY WOODVILLE SURGERY BROOK MEDICAL CENTRE APPLETREE MEDICAL PRACTICE BROOKLYN MEDICAL PRACTICE LISTER HOUSE SURGERY PARK FARM MEDICAL CENTRE CHAPEL STREET MEDICAL CENTRE HEARTWOOD MEDICAL PRACTICE WEST HALLAM MEDICAL CTR OVERDALE MEDICAL PRACTICE WILSON STREET SURGERY PARK SURGERY OAKWOOD 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); (5,739); Practice bases range from 41 to %Convenient = %Very convenient + %Fairly convenient

32 Convenience of appointment (rebased to include those unable to get an appointment): how the s practices compare PARK LANE SURGERY CRICH MEDICAL PRACTICE ASHBOURNE MEDICAL PRACTICE PARKSIDE SURGERY MICKLEOVER SURGERY DERWENT MEDICAL CENTRE THE PARK MEDICAL PRACTICE KELVINGROVE MEDICAL CENTRE HANNAGE BROOK MEDICAL CENTRE BRAILSFORD & HULLAND MEDICAL PRACTICE ARTHUR MEDICAL CENTRE OVERSEAL 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); (5,739); Practice bases range from 41 to %Convenient = %Very convenient + %Fairly convenient

33 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 21% 20% Got an appointment for a different day 6% Had a consultation over the phone 6% 3% 5% 4% 3% 7% 6% Went to A&E Saw a pharmacist Used another NHS service 14% 13% 15% 12% Decided to contact my surgery another time 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); (883) Comparisons are indicative only: differences may not be statistically significant 33

34 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 % 8% 5% Very good 31% Fairly good Neither good nor poor Fairly poor Very poor 40% 71% Good 14% Poor National 73% Good 13% Poor Practice range in - % Good Local range - % Good Lowest Highest 42% 98% Lowest Highest 66% 84% Base: All those completing a questionnaire: National (768,706); 2017 (5,998); 2016 (5,998); 2015 (6,009); 2014 (6,373); 2013 (6,714); Practice bases range from 48 to 135; bases range from 1,256 to 5,998 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 34

35 Overall experience of making an appointment: how the s practices compare THE NEW PARKFIELDS SURGERY WELLSIDE MEDICAL CENTRE HAVEN MEDICAL CENTRE DERBY FAMILY MEDICAL CENTRE ST THOMAS ROAD SURGERY LISTER HOUSE CHELLASTON WELLBROOK MEDICAL CENTRE PEARTREE MEDICAL CENTRE MICKLEOVER MEDICAL CENTRE IVY GROVE SURGERY HOLLYBROOK MEDICAL CENTRE RIPLEY MEDICAL CENTRE ALVASTON MEDICAL CENTRE DERWENT VALLEY MEDICAL PRACTICE SWADLINCOTE SURGERY VERNON STREET MEDICAL CTR OSMASTON SURGERY VILLAGE SURGERY JESSOP MEDICAL PRACTICE MELBOURNE & CHELLASTON MEDICAL PRACTICE NEWHALL SURGERY CHARNWOOD SURGERY FRIAR GATE SURGERY WHITEMOOR MEDICAL CENTRE MACKLIN STREET SURGERY WILLINGTON SURGERY PARK SURGERY BROOKLYN MEDICAL PRACTICE WEST HALLAM MEDICAL CTR GRESLEYDALE HEALTHCARE CENTRE APPLETREE MEDICAL PRACTICE WOODVILLE SURGERY PARK FARM MEDICAL CENTRE RIVERSDALE SURGERY THE SURGERY CLIFTON ROAD HEARTWOOD MEDICAL PRACTICE CHAPEL STREET MEDICAL CENTRE OVERDALE MEDICAL PRACTICE BROOK MEDICAL CENTRE SOMERCOTES MEDICAL CENTRE MICKLEOVER SURGERY CRICH MEDICAL PRACTICE THE PARK MEDICAL PRACTICE 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); (5,998); Practice bases range from 48 to 135 %Good = %Very good + %Fairly good 35

36 Overall experience of making an appointment: how the s practices compare WILSON STREET SURGERY LISTER HOUSE SURGERY ASHBOURNE MEDICAL PRACTICE PARK LANE SURGERY OAKWOOD SURGERY PARKSIDE SURGERY DERWENT MEDICAL CENTRE HANNAGE BROOK MEDICAL CENTRE ARTHUR MEDICAL CENTRE KELVINGROVE MEDICAL CENTRE BRAILSFORD & HULLAND MEDICAL PRACTICE OVERSEAL SURGERY 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); (5,998); Practice bases range from 48 to 135 %Good = %Very good + %Fairly good 36

37 Waiting times at the GP surgery 37

38 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 31% 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 33% 83% Lowest Highest 54% 64% Base: All those completing a questionnaire: National (772,842); 2017 (6,015); 2016 (6,038); 2015 (6,044); 2014 (6,411); 2013 (6,784); Practice bases range from 49 to 135; bases range from 1,271 to 6,015 %Wait too long= %Wait a bit too long + %Wait far too long 38

39 Waiting times at the GP surgery: how the s practices compare VILLAGE SURGERY RIPLEY MEDICAL CENTRE THE NEW PARKFIELDS SURGERY MACKLIN STREET SURGERY ALVASTON MEDICAL CENTRE DERBY FAMILY MEDICAL CENTRE ST THOMAS ROAD SURGERY VERNON STREET MEDICAL CTR HOLLYBROOK MEDICAL CENTRE WOODVILLE SURGERY HEARTWOOD MEDICAL PRACTICE LISTER HOUSE CHELLASTON DERWENT VALLEY MEDICAL PRACTICE WELLSIDE MEDICAL CENTRE PARK SURGERY GRESLEYDALE HEALTHCARE CENTRE BROOKLYN MEDICAL PRACTICE OSMASTON SURGERY HAVEN MEDICAL CENTRE MICKLEOVER MEDICAL CENTRE MELBOURNE & CHELLASTON MEDICAL PRACTICE ARTHUR MEDICAL CENTRE KELVINGROVE MEDICAL CENTRE BROOK MEDICAL CENTRE FRIAR GATE SURGERY PARKSIDE SURGERY IVY GROVE SURGERY THE SURGERY CLIFTON ROAD JESSOP MEDICAL PRACTICE OVERDALE MEDICAL PRACTICE LISTER HOUSE SURGERY WELLBROOK MEDICAL CENTRE MICKLEOVER SURGERY SWADLINCOTE SURGERY ASHBOURNE MEDICAL PRACTICE WHITEMOOR MEDICAL CENTRE PEARTREE MEDICAL CENTRE PARK FARM MEDICAL CENTRE CHAPEL STREET MEDICAL CENTRE HANNAGE BROOK MEDICAL CENTRE WEST HALLAM MEDICAL CTR THE PARK MEDICAL PRACTICE WILLINGTON SURGERY 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); (6,015); Practice bases range from 49 to

40 Waiting times at the GP surgery: how the s practices compare BRAILSFORD & HULLAND MEDICAL PRACTICE APPLETREE MEDICAL PRACTICE PARK LANE SURGERY RIVERSDALE SURGERY NEWHALL SURGERY SOMERCOTES MEDICAL CENTRE OAKWOOD SURGERY OVERSEAL SURGERY WILSON STREET SURGERY DERWENT MEDICAL CENTRE CHARNWOOD SURGERY CRICH MEDICAL PRACTICE 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); (6,015); Practice bases range from 49 to

41 Perceptions of care at patients last GP appointment 41

42 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% 4% 3% 3% 4% 4% 3% 3% 10% 7% 10% 13% 10% Very poor 40% 39% 40% 41% 39% 46% 50% 47% 42% 47% 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': (6,003; 6,001; 5,719; 5,444; 5,863); National (767,129; 765,505; 735,550; 707,368; 754,335) %Poor = %Very poor + %Poor 42

43 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 % 4% 67% Yes, definitely Yes, to some extent No, not at all 96% Yes 4% No National 95% Yes 5% No Practice range in - % Yes Local range - % Yes Lowest Highest 86% 100% Lowest Highest 94% 97% Base: All those completing a questionnaire: National (754,466); 2017 (5,887); 2016 (5,891); 2015 (5,953); 2014 (6,313); 2013 (6,646); Practice bases range from 47 to 132; bases range from 1,250 to 5,887 %Yes = %Yes, definitely + %Yes, to some extent 43

44 Confidence and trust in the GP: how the s practices compare HAVEN MEDICAL CENTRE THE NEW PARKFIELDS SURGERY RIPLEY MEDICAL CENTRE DERWENT MEDICAL CENTRE WELLSIDE MEDICAL CENTRE ALVASTON MEDICAL CENTRE GRESLEYDALE HEALTHCARE CENTRE LISTER HOUSE CHELLASTON OSMASTON SURGERY BROOK MEDICAL CENTRE PARK SURGERY FRIAR GATE SURGERY MICKLEOVER MEDICAL CENTRE CHAPEL STREET MEDICAL CENTRE HEARTWOOD MEDICAL PRACTICE DERWENT VALLEY MEDICAL PRACTICE VILLAGE SURGERY WHITEMOOR MEDICAL CENTRE IVY GROVE SURGERY VERNON STREET MEDICAL CTR WILLINGTON SURGERY LISTER HOUSE SURGERY CRICH MEDICAL PRACTICE MELBOURNE & CHELLASTON MEDICAL PRACTICE WELLBROOK MEDICAL CENTRE CHARNWOOD SURGERY HOLLYBROOK MEDICAL CENTRE WOODVILLE SURGERY OAKWOOD SURGERY JESSOP MEDICAL PRACTICE WILSON STREET SURGERY NEWHALL SURGERY SWADLINCOTE SURGERY HANNAGE BROOK MEDICAL CENTRE PARK FARM MEDICAL CENTRE OVERDALE MEDICAL PRACTICE MACKLIN STREET SURGERY DERBY FAMILY MEDICAL CENTRE PEARTREE MEDICAL CENTRE ARTHUR MEDICAL CENTRE RIVERSDALE SURGERY THE SURGERY CLIFTON ROAD OVERSEAL SURGERY 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); (5,887); Practice bases range from 47 to 132 %Yes = %Yes, definitely + %Yes, to some extent 44

45 Confidence and trust in the GP: how the s practices compare ST THOMAS ROAD SURGERY SOMERCOTES MEDICAL CENTRE WEST HALLAM MEDICAL CTR KELVINGROVE MEDICAL CENTRE THE PARK MEDICAL PRACTICE BROOKLYN MEDICAL PRACTICE PARKSIDE SURGERY BRAILSFORD & HULLAND MEDICAL PRACTICE MICKLEOVER SURGERY ASHBOURNE MEDICAL PRACTICE PARK LANE SURGERY APPLETREE MEDICAL PRACTICE 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); (5,887); Practice bases range from 47 to 132 %Yes = %Yes, definitely + %Yes, to some extent 45

46 Perceptions of care at patients last nurse appointment 46

47 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) 6% 6% 7% *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% 2% 1% 2% 2% 11% 7% Very poor 39% 40% 38% 39% 38% 53% 52% 53% 48% 53% 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': (5,371; 5,327; 5,158; 4,739; 5,246); National (690,213; 684,099; 665,816; 607,788; 675,604) %Poor = %Very poor + %Poor 47

48 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% 71% 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 90% 100% Lowest Highest 96% 98% Base: All those completing a questionnaire: National (683,080); 2017 (5,333); 2016 (5,413); 2015 (5,421); 2014 (5,790); 2013 (6,097); Practice bases range from 45 to 122; bases range from 1,139 to 5,333 %Yes = %Yes, definitely + %Yes, to some extent 48

49 Confidence and trust in the nurse: how the s practices compare WHITEMOOR MEDICAL CENTRE ALVASTON MEDICAL CENTRE HAVEN MEDICAL CENTRE WILLINGTON SURGERY DERBY FAMILY MEDICAL CENTRE DERWENT MEDICAL CENTRE LISTER HOUSE CHELLASTON APPLETREE MEDICAL PRACTICE MELBOURNE & CHELLASTON MEDICAL PRACTICE DERWENT VALLEY MEDICAL PRACTICE PARK SURGERY MICKLEOVER MEDICAL CENTRE WOODVILLE SURGERY LISTER HOUSE SURGERY OAKWOOD SURGERY IVY GROVE SURGERY WELLSIDE MEDICAL CENTRE VILLAGE SURGERY FRIAR GATE SURGERY THE PARK MEDICAL PRACTICE BROOKLYN MEDICAL PRACTICE OVERDALE MEDICAL PRACTICE THE NEW PARKFIELDS SURGERY ST THOMAS ROAD SURGERY WILSON STREET SURGERY SOMERCOTES MEDICAL CENTRE KELVINGROVE MEDICAL CENTRE HOLLYBROOK MEDICAL CENTRE OSMASTON SURGERY BRAILSFORD & HULLAND MEDICAL PRACTICE OVERSEAL SURGERY JESSOP MEDICAL PRACTICE CHARNWOOD SURGERY VERNON STREET MEDICAL CTR NEWHALL SURGERY SWADLINCOTE SURGERY ASHBOURNE MEDICAL PRACTICE WEST HALLAM MEDICAL CTR RIPLEY MEDICAL CENTRE THE SURGERY CLIFTON ROAD MICKLEOVER SURGERY GRESLEYDALE HEALTHCARE CENTRE BROOK MEDICAL CENTRE 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); (5,333); Practice bases range from 45 to 122 %Yes = %Yes, definitely + %Yes, to some extent 49

50 Confidence and trust in the nurse: how the s practices compare ARTHUR MEDICAL CENTRE PARK LANE SURGERY PARKSIDE SURGERY HANNAGE BROOK MEDICAL CENTRE PARK FARM MEDICAL CENTRE CHAPEL STREET MEDICAL CENTRE RIVERSDALE SURGERY MACKLIN STREET SURGERY CRICH MEDICAL PRACTICE WELLBROOK MEDICAL CENTRE PEARTREE MEDICAL CENTRE HEARTWOOD MEDICAL PRACTICE 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); (5,333); Practice bases range from 45 to 122 %Yes = %Yes, definitely + %Yes, to some extent 50

51 Satisfaction with the practice s opening hours 51

52 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 % 5% 4% Very satisfied 41% 38% Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied I'm not sure when my GP surgery is open 79% Satisfied 7% Dissatisfied National 76% Satisfied 9% Dissatisfied Practice range in - % Satisfied Local range - % Satisfied Lowest Highest 60% 95% Lowest Highest 73% 83% Base: All those completing a questionnaire: National (795,461); 2017 (6,228); 2016 (6,123); 2015 (6,110); 2014 (6,585); 2013 (6,869); Practice bases range from 50 to 136; bases range from 1,311 to 6,228 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 52

53 Satisfaction with opening hours: how the s practices compare THE NEW PARKFIELDS SURGERY WELLSIDE MEDICAL CENTRE HAVEN MEDICAL CENTRE RIPLEY MEDICAL CENTRE VILLAGE SURGERY FRIAR GATE SURGERY IVY GROVE SURGERY MELBOURNE & CHELLASTON MEDICAL PRACTICE DERBY FAMILY MEDICAL CENTRE NEWHALL SURGERY WILLINGTON SURGERY PEARTREE MEDICAL CENTRE LISTER HOUSE CHELLASTON VERNON STREET MEDICAL CTR THE SURGERY CLIFTON ROAD WHITEMOOR MEDICAL CENTRE WEST HALLAM MEDICAL CTR WELLBROOK MEDICAL CENTRE HEARTWOOD MEDICAL PRACTICE MACKLIN STREET SURGERY GRESLEYDALE HEALTHCARE CENTRE OVERDALE MEDICAL PRACTICE RIVERSDALE SURGERY MICKLEOVER MEDICAL CENTRE WOODVILLE SURGERY MICKLEOVER SURGERY ST THOMAS ROAD SURGERY SWADLINCOTE SURGERY APPLETREE MEDICAL PRACTICE CHAPEL STREET MEDICAL CENTRE BRAILSFORD & HULLAND MEDICAL PRACTICE CHARNWOOD SURGERY DERWENT VALLEY MEDICAL PRACTICE SOMERCOTES MEDICAL CENTRE PARK LANE SURGERY BROOK MEDICAL CENTRE WILSON STREET SURGERY PARK SURGERY HOLLYBROOK MEDICAL CENTRE ALVASTON MEDICAL CENTRE THE PARK MEDICAL PRACTICE OSMASTON SURGERY DERWENT MEDICAL CENTRE 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); (6,228); Practice bases range from 50 to 136 %Satisfied = %Very satisfied + %Fairly satisfied 53

54 Satisfaction with opening hours: how the s practices compare KELVINGROVE MEDICAL CENTRE HANNAGE BROOK MEDICAL CENTRE CRICH MEDICAL PRACTICE OAKWOOD SURGERY ASHBOURNE MEDICAL PRACTICE LISTER HOUSE SURGERY JESSOP MEDICAL PRACTICE PARK FARM MEDICAL CENTRE ARTHUR MEDICAL CENTRE BROOKLYN MEDICAL PRACTICE OVERSEAL SURGERY PARKSIDE SURGERY 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); (6,228); Practice bases range from 50 to 136 %Satisfied = %Very satisfied + %Fairly satisfied 54

55 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. 55

56 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 63% 61% National A health professional called me back 23% 26% A health professional visited me at home 7% 6% I went to A&E 32% 34% I saw a pharmacist 12% 11% I went to another NHS service 27% 23% Can't remember 4% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,736); (968) 56

57 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 59% 34% 60% 34% 34% s results 7% It was about right 59% It took too long Don't know/doesn't apply Comparison of results 59% About right 34% Took too long National 61% About right 33% Took too long Local range % About right Lowest Highest 51% 70% * 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 (972); 2016 (982); bases range from 168 to

58 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 85% No 9% 9% s results 5% 40% Yes, definitely Yes, to some extent Comparison of results 85% Yes National 87% Yes 2016 Yes No 88% 9% 45% No, not at all Don't know/can't say 9% No 9% No Local range % Yes Lowest Highest 83% 93% * 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 (974); 2016 (987); bases range from 166 to 974 %Yes = %Yes, definitely + % Yes, to some extent 58