NHS East Lancashire CCG Latest survey results

Transcription

1 NHS East Lancashire 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 East Lancashire. 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 East Lancashire, 17,550 questionnaires were sent out, and 6,101 were returned completed. This represents a response rate of 35%. Prior to 2015 these slide packs presented Area Team averages for each. These are no longer included following the integration of Area Teams into the four existing Regional Teams. However, s can still see how their results compare to those of other local s. The questionnaire can be found here: Note the numbering may change each publication due to the addition or removal of questions. 4

5 Introduction The GP Patient Survey measures patients experiences across a range of topics, including: - Making appointments - Waiting times - Perceptions of care at appointments - Practice opening hours - Out-of-hours services The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations and over time. The survey has limitations: - Sample sizes at practice level are relatively small. - The survey does not include qualitative data which limits the detail provided by the results. However, given the consistency of the survey across organisations and over time, GPPS can be used as one element of evidence. It can be triangulated with other sources of feedback, such as feedback from Patient Participation Groups, local surveys and the Friends and Family Test, to develop a fuller picture of patient journeys. This slide pack is intended to assist this triangulation of data. It aims to highlight where there may be a need for further exploration. Practices and s can then discuss the findings further and triangulate them with other data in order to identify potential improvements and highlight best practice. The following slide suggests ideas for how the data can be used to improve services. - The data are provided once a year rather than in real time. 5

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

7 Interpreting the results The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. All comparisons are indicative only. Differences may not be statistically significant particularly when comparing practices due to low numbers of responses. For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. Maps: - and practice-level results are also displayed on maps, with results split across 5 bands (or quintiles ) in order to have a fairly even distribution at the national level of s/practices across each band. Trends: - Latest / 2017: refers to the 2017 publication (fieldwork January to March 2017) : refers to the 2016 publication (fieldwork to September 2015 and January to March 2016) : refers to the 2015 publication (fieldwork to September 2014 and January to March 2015) : refers to the 2014 publication (fieldwork to September 2013 and January to March 2014). - June 2013: Refers to the June 2013 publication (fieldwork to September 2012 and January to March 2013). For further information on using the data please refer to the end of this slide pack. * More than 0% but less than 0.5% When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. 100% Where results do not sum to 100%, or where individual responses (e.g. fairly good; very good) do not sum to combined responses (e.g. very/fairly good) this is due to rounding. 7

8 Overall experience of GP surgeries 8

9 Overall experience of GP surgery Q28. Overall, how would you describe your experience of your GP surgery? s results over time s results Comparison of results June 2013 % Good % Poor % 4% Very good Fairly good 44% Neither good nor poor Fairly poor 41% Very poor 85% Good 5% Poor National 85% Good 5% Poor Practice range in % Good Local range % Good Lowest Highest 48% 99% Lowest Highest 81% 89% Base: All those completing a questionnaire: National (794,704); 2017 (5,999); 2016 (5,987); 2015 (6,315); 2014 (6,382); 2013 (7,056); Practice bases range from 60 to 139; bases range from 2,187 to 5,999 %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 81% to 89% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: bases range from 2,187 to 5,999 %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 48% to 99% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 60 to 139 %Good = %Very good + %Fairly good 11

12 DANESHOUSE MEDICAL CENTRE RICHMOND MEDICAL CENTRE ELMS FEDERATED PRACTICE COLNE ROAD SURGERY WHITEFIELD HEALTHCARE BARROWFORD SURGERY KING STREET MEDICAL CTR REEDYFORD HLTH CARE GROUP BLACKBURN RD MEDICAL CENTRE OSWALD MEDICAL CENTRE THE CLAYTON MEDICAL CTR. MANCHESTER ROAD SURGERY IGHTENHILL MEDICAL CENTRE RISHTON & GREAT HARWOOD SURGERY ST. NICHOLAS GROUP PRACTICE PEEL HOUSE MEDICAL PRACTICE ILEX VIEW MEDICAL PRACTICE GREAT HARWOOD MEDICAL GROUP ST JAMES' MEDICAL CENTRE DR DM DOHERTY & PARTNERS MYRTLE HOUSE WHITWORTH MEDICAL CENTRE DR MOUJAES RIVERSIDE FAMILY PRACTICE THE RICHMOND HILL PRACTICE BRIERCLIFFE SURGERY THURSBY SURGERY ROSEGROVE SURGERY ROSSENDALE VALLEY MEDICAL PRACTICE FAIRMORE MEDICAL PRACTICE DR MALIK & PARTNER ROSEHILL SURGERY PARKSIDE SURGERY DR THM MACKENZIE & PARTNERS PADIHAM GROUP PRACTICE THE CASTLE MEDICAL GROUP BARNOLDSWICK MED CTR HIGHER HEYS SURGERY DR JEHANGIR (SH) DR A K JHA (SH) ABBEY SURGERY CABIN SURGERY YORKSHIRE STREET MEDICAL CENTRE Overall experience: how the s practices compare Q28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (794,704); (5,999); Practice bases range from 60 to 139 %Good = %Very good + %Fairly good 12

13 THE PENDLE MEDICAL PARTNERSHIP PENDLE VIEW MEDICAL CTRE BURNLEY WOOD MEDICAL CENTRE THE ROYLE DILL HALL SURGERY PENDLESIDE MEDICAL PRACT OXFORD ROAD MEDICAL CTRE IRWELL MEDICAL PRACTICE KIDDROW MEDICAL PRACTICE WHALLEY MEDICAL CENTRE HARAMBEE SURGERY DR BELLO'S SURGERY SLAIDBURN HEALTH CENTRE AVHAC REGISTERED PATIENTS 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); (5,999); Practice bases range from 60 to 139 %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 % 10% 4% Very easy 24% Fairly easy Not very easy Not at all easy Haven't tried 45% 69% Easy 27% Not easy National 68% Easy 28% Not easy Practice range in - % Easy Local range - % Easy Lowest Highest 28% 100% Lowest Highest 68% 78% Base: All those completing a questionnaire: National (804,177); 2017 (6,066); 2016 (6,083); 2015 (6,387); 2014 (6,498); 2013 (7,222); Practice bases range from 61 to 139; bases range from 2,210 to 6,066 %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 DANESHOUSE MEDICAL CENTRE RICHMOND MEDICAL CENTRE ST JAMES' MEDICAL CENTRE WHITEFIELD HEALTHCARE REEDYFORD HLTH CARE GROUP ELMS FEDERATED PRACTICE COLNE ROAD SURGERY PEEL HOUSE MEDICAL PRACTICE WHITWORTH MEDICAL CENTRE ILEX VIEW MEDICAL PRACTICE ST. NICHOLAS GROUP PRACTICE THE CLAYTON MEDICAL CTR. BLACKBURN RD MEDICAL CENTRE DR MOUJAES MYRTLE HOUSE MANCHESTER ROAD SURGERY DR DM DOHERTY & PARTNERS PADIHAM GROUP PRACTICE RIVERSIDE FAMILY PRACTICE DR THM MACKENZIE & PARTNERS OSWALD MEDICAL CENTRE BRIERCLIFFE SURGERY PARKSIDE SURGERY THURSBY SURGERY DR MALIK & PARTNER GREAT HARWOOD MEDICAL GROUP THE CASTLE MEDICAL GROUP ROSEGROVE SURGERY THE RICHMOND HILL PRACTICE CABIN SURGERY DR A K JHA (SH) FAIRMORE MEDICAL PRACTICE DR JEHANGIR (SH) BURNLEY WOOD MEDICAL CENTRE ROSSENDALE VALLEY MEDICAL PRACTICE ROSEHILL SURGERY BARROWFORD SURGERY PENDLE VIEW MEDICAL CTRE BARNOLDSWICK MED CTR ABBEY SURGERY THE ROYLE HIGHER HEYS SURGERY RISHTON & GREAT HARWOOD 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); (6,066); Practice bases range from 61 to 139 %Easy = %Very easy + %Fairly easy 16

17 Ease of getting through to GP surgery on the phone: how the s practices compare THE PENDLE MEDICAL PARTNERSHIP PENDLESIDE MEDICAL PRACT IGHTENHILL MEDICAL CENTRE IRWELL MEDICAL PRACTICE OXFORD ROAD MEDICAL CTRE KIDDROW MEDICAL PRACTICE DILL HALL SURGERY YORKSHIRE STREET MEDICAL CENTRE WHALLEY MEDICAL CENTRE HARAMBEE SURGERY AVHAC REGISTERED PATIENTS KING STREET MEDICAL CTR DR BELLO'S SURGERY SLAIDBURN HEALTH CENTRE Q3. Generally, how easy is it to get through to someone at your GP surgery on the phone? Percentage of patients saying it is easy to get through to someone on the phone 100% 90% Practices National average 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (804,177); (6,066); Practice bases range from 61 to 139 %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 % Very helpful 8% Fairly helpful 44% Not very helpful Not at all helpful 43% Don't know 86% Helpful 11% Not helpful National 87% Helpful 11% Not helpful Practice range in - % Helpful Local range - % Helpful Lowest Highest 55% 99% Lowest Highest 86% 89% Base: All those completing a questionnaire: National (803,718); 2017 (6,060); 2016 (6,082); 2015 (6,375); 2014 (6,496); 2013 (7,210); Practice bases range from 60 to 140; bases range from 2,209 to 6,060 %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 DANESHOUSE MEDICAL CENTRE REEDYFORD HLTH CARE GROUP PADIHAM GROUP PRACTICE COLNE ROAD SURGERY DR DM DOHERTY & PARTNERS RICHMOND MEDICAL CENTRE MYRTLE HOUSE WHITEFIELD HEALTHCARE BARROWFORD SURGERY RIVERSIDE FAMILY PRACTICE ST JAMES' MEDICAL CENTRE THE CASTLE MEDICAL GROUP BLACKBURN RD MEDICAL CENTRE DR MOUJAES RISHTON & GREAT HARWOOD SURGERY THE RICHMOND HILL PRACTICE CABIN SURGERY PEEL HOUSE MEDICAL PRACTICE ELMS FEDERATED PRACTICE DR MALIK & PARTNER HIGHER HEYS SURGERY ST. NICHOLAS GROUP PRACTICE ILEX VIEW MEDICAL PRACTICE ROSEHILL SURGERY THE CLAYTON MEDICAL CTR. BRIERCLIFFE SURGERY THURSBY SURGERY ROSSENDALE VALLEY MEDICAL PRACTICE MANCHESTER ROAD SURGERY DR THM MACKENZIE & PARTNERS THE ROYLE ROSEGROVE SURGERY GREAT HARWOOD MEDICAL GROUP OSWALD MEDICAL CENTRE IRWELL MEDICAL PRACTICE PARKSIDE SURGERY OXFORD ROAD MEDICAL CTRE BURNLEY WOOD MEDICAL CENTRE THE PENDLE MEDICAL PARTNERSHIP DILL HALL SURGERY HARAMBEE SURGERY IGHTENHILL MEDICAL CENTRE YORKSHIRE STREET 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); (6,060); Practice bases range from 60 to 140 %Helpful = %Very helpful + %Fairly helpful 19

20 Helpfulness of receptionists at GP surgery: how the s practices compare PENDLESIDE MEDICAL PRACT BARNOLDSWICK MED CTR ABBEY SURGERY WHITWORTH MEDICAL CENTRE DR JEHANGIR (SH) DR A K JHA (SH) FAIRMORE MEDICAL PRACTICE WHALLEY MEDICAL CENTRE PENDLE VIEW MEDICAL CTRE KING STREET MEDICAL CTR KIDDROW MEDICAL PRACTICE AVHAC REGISTERED PATIENTS DR BELLO'S SURGERY SLAIDBURN HEALTH 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); (6,060); Practice bases range from 60 to 140 %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? % 32% 31% 34% 50% 46% Practice range within National % 9% 9% 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); (5,898); Practice bases range from 58 to 133 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% Booking appointments online 11% 12% Ordering repeat prescriptions online 1% 2% Accessing my medical records online 85% 83% None of these Practice range within National Base: All those completing a questionnaire: National (786,183); (5,944); Practice bases range from 60 to 134 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 % 13% 5% s results 70% Yes Yes, but I had to call back closer to or on the day No Can't remember Comparison of results 83% Yes 13% No National 84% Yes 11% No Practice range in - % Yes Local range - % Yes Lowest Highest 56% 100% Lowest Highest 82% 89% Base: All those completing a questionnaire: National (772,293); 2017 (5,791); 2016 (5,844); 2015 (6,158); 2014 (6,267); 2013 (6,978); Practice bases range from 59 to 128; bases range from 2,114 to 5,791 %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 DANESHOUSE MEDICAL CENTRE RICHMOND MEDICAL CENTRE WHITEFIELD HEALTHCARE ELMS FEDERATED PRACTICE REEDYFORD HLTH CARE GROUP ILEX VIEW MEDICAL PRACTICE PEEL HOUSE MEDICAL PRACTICE DR MALIK & PARTNER THURSBY SURGERY BLACKBURN RD MEDICAL CENTRE RIVERSIDE FAMILY PRACTICE OSWALD MEDICAL CENTRE DR MOUJAES MYRTLE HOUSE GREAT HARWOOD MEDICAL GROUP ST. NICHOLAS GROUP PRACTICE COLNE ROAD SURGERY PADIHAM GROUP PRACTICE HIGHER HEYS SURGERY PARKSIDE SURGERY THE CLAYTON MEDICAL CTR. MANCHESTER ROAD SURGERY DR THM MACKENZIE & PARTNERS DR A K JHA (SH) FAIRMORE MEDICAL PRACTICE BARROWFORD SURGERY WHITWORTH MEDICAL CENTRE BRIERCLIFFE SURGERY OXFORD ROAD MEDICAL CTRE ROSEHILL SURGERY IRWELL MEDICAL PRACTICE DR DM DOHERTY & PARTNERS DR JEHANGIR (SH) AVHAC REGISTERED PATIENTS IGHTENHILL MEDICAL CENTRE ROSEGROVE SURGERY DILL HALL SURGERY ST JAMES' MEDICAL CENTRE PENDLE VIEW MEDICAL CTRE BARNOLDSWICK MED CTR DR BELLO'S SURGERY THE ROYLE KING STREET MEDICAL CTR 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); (5,791); Practice bases range from 59 to 128 %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 CABIN SURGERY RISHTON & GREAT HARWOOD SURGERY YORKSHIRE STREET MEDICAL CENTRE THE RICHMOND HILL PRACTICE THE PENDLE MEDICAL PARTNERSHIP PENDLESIDE MEDICAL PRACT BURNLEY WOOD MEDICAL CENTRE ABBEY SURGERY WHALLEY MEDICAL CENTRE ROSSENDALE VALLEY MEDICAL PRACTICE THE CASTLE MEDICAL GROUP HARAMBEE SURGERY SLAIDBURN HEALTH CENTRE KIDDROW MEDICAL PRACTICE 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); (5,791); Practice bases range from 59 to 128 %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 % 6% Very convenient Fairly convenient 48% Not very convenient Not at all convenient 93% Convenient 7% Not convenient National 92% Convenient 8% Not convenient Practice range in - % Convenient Local range - % Convenient Lowest Highest 70% 100% Lowest Highest 92% 96% Base: All those able to get an appointment: National (658,980); 2017 (4,923); 2016 (4,973); 2015 (5,316); 2014 (5,396); 2013 (6,062); Practice bases range from 34 to 112; bases range from 1,791 to 4,923 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient 27

28 Convenience of appointment: how the s practices compare DANESHOUSE MEDICAL CENTRE RICHMOND MEDICAL CENTRE FAIRMORE MEDICAL PRACTICE THURSBY SURGERY ELMS FEDERATED PRACTICE DR DM DOHERTY & PARTNERS DR MOUJAES GREAT HARWOOD MEDICAL GROUP BARROWFORD SURGERY BRIERCLIFFE SURGERY WHITWORTH MEDICAL CENTRE ROSEGROVE SURGERY DR JEHANGIR (SH) RIVERSIDE FAMILY PRACTICE ST JAMES' MEDICAL CENTRE THE CLAYTON MEDICAL CTR. ROSSENDALE VALLEY MEDICAL PRACTICE THE RICHMOND HILL PRACTICE COLNE ROAD SURGERY PARKSIDE SURGERY OSWALD MEDICAL CENTRE PEEL HOUSE MEDICAL PRACTICE PENDLE VIEW MEDICAL CTRE WHITEFIELD HEALTHCARE REEDYFORD HLTH CARE GROUP DR THM MACKENZIE & PARTNERS ROSEHILL SURGERY THE PENDLE MEDICAL PARTNERSHIP OXFORD ROAD MEDICAL CTRE PADIHAM GROUP PRACTICE MYRTLE HOUSE DR MALIK & PARTNER HIGHER HEYS SURGERY ST. NICHOLAS GROUP PRACTICE MANCHESTER ROAD SURGERY BARNOLDSWICK MED CTR KIDDROW MEDICAL PRACTICE CABIN SURGERY DR A K JHA (SH) WHALLEY MEDICAL CENTRE IRWELL MEDICAL PRACTICE PENDLESIDE MEDICAL PRACT BLACKBURN RD 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); (4,923); Practice bases range from 34 to 112 %Convenient = %Very convenient + %Fairly convenient 28

29 Convenience of appointment: how the s practices compare THE ROYLE YORKSHIRE STREET MEDICAL CENTRE THE CASTLE MEDICAL GROUP ILEX VIEW MEDICAL PRACTICE AVHAC REGISTERED PATIENTS BURNLEY WOOD MEDICAL CENTRE DR BELLO'S SURGERY DILL HALL SURGERY HARAMBEE SURGERY RISHTON & GREAT HARWOOD SURGERY IGHTENHILL MEDICAL CENTRE SLAIDBURN HEALTH CENTRE KING STREET MEDICAL CTR ABBEY 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); (4,923); Practice bases range from 34 to 112 %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) 5% 40% 14% 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 42% 100% Lowest Highest 79% 87% * 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 (5,492); Practice bases range from 50 to 119; bases range from 2,032 to 5,492 * %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 DANESHOUSE MEDICAL CENTRE RICHMOND MEDICAL CENTRE WHITEFIELD HEALTHCARE ELMS FEDERATED PRACTICE REEDYFORD HLTH CARE GROUP FAIRMORE MEDICAL PRACTICE THURSBY SURGERY PEEL HOUSE MEDICAL PRACTICE DR MOUJAES DR MALIK & PARTNER GREAT HARWOOD MEDICAL GROUP PARKSIDE SURGERY BARROWFORD SURGERY COLNE ROAD SURGERY DR DM DOHERTY & PARTNERS OSWALD MEDICAL CENTRE THE CLAYTON MEDICAL CTR. WHITWORTH MEDICAL CENTRE ILEX VIEW MEDICAL PRACTICE MYRTLE HOUSE BLACKBURN RD MEDICAL CENTRE RIVERSIDE FAMILY PRACTICE BRIERCLIFFE SURGERY PADIHAM GROUP PRACTICE HIGHER HEYS SURGERY DR JEHANGIR (SH) DR THM MACKENZIE & PARTNERS ROSEGROVE SURGERY ST. NICHOLAS GROUP PRACTICE ST JAMES' MEDICAL CENTRE DR A K JHA (SH) PENDLE VIEW MEDICAL CTRE ROSEHILL SURGERY ROSSENDALE VALLEY MEDICAL PRACTICE AVHAC REGISTERED PATIENTS THE RICHMOND HILL PRACTICE BARNOLDSWICK MED CTR OXFORD ROAD MEDICAL CTRE THE ROYLE IRWELL MEDICAL PRACTICE MANCHESTER ROAD SURGERY THE PENDLE MEDICAL PARTNERSHIP IGHTENHILL MEDICAL CENTRE 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); (5,492); Practice bases range from 50 to %Convenient = %Very convenient + %Fairly convenient

32 Convenience of appointment (rebased to include those unable to get an appointment): how the s practices compare CABIN SURGERY YORKSHIRE STREET MEDICAL CENTRE PENDLESIDE MEDICAL PRACT DR BELLO'S SURGERY ABBEY SURGERY WHALLEY MEDICAL CENTRE THE CASTLE MEDICAL GROUP KING STREET MEDICAL CTR KIDDROW MEDICAL PRACTICE DILL HALL SURGERY HARAMBEE SURGERY BURNLEY WOOD MEDICAL CENTRE RISHTON & GREAT HARWOOD SURGERY SLAIDBURN HEALTH CENTRE 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); (5,492); Practice bases range from 50 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% 30% 20% 10% 0% 32% 35% Went to the appointment I was offered 19% 20% Got an appointment for a different day 5% Had a consultation over the phone 6% 8% 5% 4% 3% 4% 6% Went to A&E Saw a pharmacist Used another NHS service 13% 13% Decided to contact my surgery another time 18% 15% Didn t see or speak to anyone National Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (110,834); (785) 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 % 7% 6% Very good 34% Fairly good Neither good nor poor Fairly poor Very poor 38% 72% Good 12% Poor National 73% Good 13% Poor Practice range in - % Good Local range - % Good Lowest Highest 35% 100% Lowest Highest 72% 79% Base: All those completing a questionnaire: National (768,706); 2017 (5,761); 2016 (5,791); 2015 (6,140); 2014 (6,220); 2013 (6,911); Practice bases range from 59 to 125; bases range from 2,117 to 5,761 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 34

35 Overall experience of making an appointment: how the s practices compare DANESHOUSE MEDICAL CENTRE RICHMOND MEDICAL CENTRE ELMS FEDERATED PRACTICE COLNE ROAD SURGERY REEDYFORD HLTH CARE GROUP WHITEFIELD HEALTHCARE ST JAMES' MEDICAL CENTRE PEEL HOUSE MEDICAL PRACTICE THURSBY SURGERY BARROWFORD SURGERY ST. NICHOLAS GROUP PRACTICE DR THM MACKENZIE & PARTNERS DR DM DOHERTY & PARTNERS DR MALIK & PARTNER WHITWORTH MEDICAL CENTRE DR MOUJAES PADIHAM GROUP PRACTICE THE CLAYTON MEDICAL CTR. ILEX VIEW MEDICAL PRACTICE MANCHESTER ROAD SURGERY BLACKBURN RD MEDICAL CENTRE MYRTLE HOUSE GREAT HARWOOD MEDICAL GROUP THE RICHMOND HILL PRACTICE BRIERCLIFFE SURGERY ROSSENDALE VALLEY MEDICAL PRACTICE HIGHER HEYS SURGERY DR JEHANGIR (SH) FAIRMORE MEDICAL PRACTICE OSWALD MEDICAL CENTRE ROSEGROVE SURGERY RIVERSIDE FAMILY PRACTICE PARKSIDE SURGERY PENDLE VIEW MEDICAL CTRE THE ROYLE ROSEHILL SURGERY THE CASTLE MEDICAL GROUP CABIN SURGERY THE PENDLE MEDICAL PARTNERSHIP OXFORD ROAD MEDICAL CTRE IGHTENHILL MEDICAL CENTRE BARNOLDSWICK MED CTR AVHAC REGISTERED PATIENTS 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); (5,761); Practice bases range from 59 to 125 %Good = %Very good + %Fairly good 35

36 Overall experience of making an appointment: how the s practices compare DR A K JHA (SH) YORKSHIRE STREET MEDICAL CENTRE IRWELL MEDICAL PRACTICE WHALLEY MEDICAL CENTRE KING STREET MEDICAL CTR DILL HALL SURGERY RISHTON & GREAT HARWOOD SURGERY BURNLEY WOOD MEDICAL CENTRE HARAMBEE SURGERY PENDLESIDE MEDICAL PRACT KIDDROW MEDICAL PRACTICE DR BELLO'S SURGERY ABBEY SURGERY SLAIDBURN HEALTH CENTRE Q18. Overall, how would you describe your experience of making an appointment? Practices Percentage of patients saying they had a good experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (768,706); (5,761); Practice bases range from 59 to 125 %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 % 6% 10% 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 29% 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 29% 96% Lowest Highest 56% 66% Base: All those completing a questionnaire: National (772,842); 2017 (5,800); 2016 (5,834); 2015 (6,164); 2014 (6,249); 2013 (6,946); Practice bases range from 60 to 127; bases range from 2,113 to 5,800 %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 RIVERSIDE FAMILY PRACTICE RICHMOND MEDICAL CENTRE WHITEFIELD HEALTHCARE DANESHOUSE MEDICAL CENTRE THE CLAYTON MEDICAL CTR. IRWELL MEDICAL PRACTICE HIGHER HEYS SURGERY FAIRMORE MEDICAL PRACTICE DR MALIK & PARTNER COLNE ROAD SURGERY BLACKBURN RD MEDICAL CENTRE BARROWFORD SURGERY MYRTLE HOUSE DR JEHANGIR (SH) ILEX VIEW MEDICAL PRACTICE ELMS FEDERATED PRACTICE OSWALD MEDICAL CENTRE ROSEHILL SURGERY RISHTON & GREAT HARWOOD SURGERY ST. NICHOLAS GROUP PRACTICE THE ROYLE REEDYFORD HLTH CARE GROUP DR MOUJAES ROSSENDALE VALLEY MEDICAL PRACTICE GREAT HARWOOD MEDICAL GROUP DR A K JHA (SH) DR THM MACKENZIE & PARTNERS ST JAMES' MEDICAL CENTRE THE PENDLE MEDICAL PARTNERSHIP PENDLE VIEW MEDICAL CTRE THURSBY SURGERY PADIHAM GROUP PRACTICE BURNLEY WOOD MEDICAL CENTRE ROSEGROVE SURGERY PARKSIDE SURGERY BARNOLDSWICK MED CTR OXFORD ROAD MEDICAL CTRE DR DM DOHERTY & PARTNERS AVHAC REGISTERED PATIENTS YORKSHIRE STREET MEDICAL CENTRE THE RICHMOND HILL PRACTICE BRIERCLIFFE SURGERY PEEL HOUSE 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); (5,800); Practice bases range from 60 to

40 Waiting times at the GP surgery: how the s practices compare THE CASTLE MEDICAL GROUP WHITWORTH MEDICAL CENTRE DILL HALL SURGERY PENDLESIDE MEDICAL PRACT DR BELLO'S SURGERY IGHTENHILL MEDICAL CENTRE HARAMBEE SURGERY ABBEY SURGERY MANCHESTER ROAD SURGERY CABIN SURGERY WHALLEY MEDICAL CENTRE KIDDROW MEDICAL PRACTICE KING STREET MEDICAL CTR SLAIDBURN HEALTH CENTRE Q20. How do you feel about how long you normally have to wait to be seen? Percentage of patients saying they don t normally have to wait too long 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772,842); (5,800); Practice bases range from 60 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% 4% 3% 4% 4% 3% 3% 3% 9% 8% 11% 14% 10% Very poor 37% 35% 37% 37% 36% 49% 52% 48% 45% 50% 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': (5,766; 5,755; 5,566; 5,349; 5,682); 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 % 5% 67% Yes, definitely Yes, to some extent No, not at all 95% Yes 5% No National 95% Yes 5% No Practice range in - % Yes Local range - % Yes Lowest Highest 84% 100% Lowest Highest 95% 97% Base: All those completing a questionnaire: National (754,466); 2017 (5,697); 2016 (5,703); 2015 (6,039); 2014 (6,158); 2013 (6,828); Practice bases range from 52 to 126; bases range from 2,056 to 5,697 %Yes = %Yes, definitely + %Yes, to some extent 43

44 Confidence and trust in the GP: how the s practices compare ELMS FEDERATED PRACTICE WHITEFIELD HEALTHCARE ILEX VIEW MEDICAL PRACTICE KING STREET MEDICAL CTR OSWALD MEDICAL CENTRE ABBEY SURGERY RICHMOND MEDICAL CENTRE RISHTON & GREAT HARWOOD SURGERY MANCHESTER ROAD SURGERY IGHTENHILL MEDICAL CENTRE DR MOUJAES MYRTLE HOUSE GREAT HARWOOD MEDICAL GROUP THURSBY SURGERY DANESHOUSE MEDICAL CENTRE RIVERSIDE FAMILY PRACTICE WHALLEY MEDICAL CENTRE REEDYFORD HLTH CARE GROUP COLNE ROAD SURGERY BRIERCLIFFE SURGERY DR THM MACKENZIE & PARTNERS PADIHAM GROUP PRACTICE DR DM DOHERTY & PARTNERS ROSEHILL SURGERY DILL HALL SURGERY YORKSHIRE STREET MEDICAL CENTRE THE CASTLE MEDICAL GROUP BURNLEY WOOD MEDICAL CENTRE ROSEGROVE SURGERY ROSSENDALE VALLEY MEDICAL PRACTICE BARROWFORD SURGERY DR A K JHA (SH) ST. NICHOLAS GROUP PRACTICE PENDLESIDE MEDICAL PRACT BLACKBURN RD MEDICAL CENTRE FAIRMORE MEDICAL PRACTICE ST JAMES' MEDICAL CENTRE THE RICHMOND HILL PRACTICE PARKSIDE SURGERY THE PENDLE MEDICAL PARTNERSHIP PENDLE VIEW MEDICAL CTRE THE ROYLE DR JEHANGIR (SH) 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); (5,697); Practice bases range from 52 to 126 %Yes = %Yes, definitely + %Yes, to some extent 44

45 Confidence and trust in the GP: how the s practices compare HARAMBEE SURGERY IRWELL MEDICAL PRACTICE PEEL HOUSE MEDICAL PRACTICE BARNOLDSWICK MED CTR WHITWORTH MEDICAL CENTRE OXFORD ROAD MEDICAL CTRE KIDDROW MEDICAL PRACTICE DR BELLO'S SURGERY SLAIDBURN HEALTH CENTRE HIGHER HEYS SURGERY AVHAC REGISTERED PATIENTS DR MALIK & PARTNER THE CLAYTON MEDICAL CTR. CABIN 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); (5,697); Practice bases range from 52 to 126 %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) *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% 4% 5% 6% 10% 6% Very poor 34% 34% 34% 36% 35% 60% 59% 58% 52% 57% 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': (5,319; 5,284; 5,172; 4,808; 5,239); 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 % 74% Yes, definitely Yes, to some extent No, not at all 98% Yes 2% No National 97% Yes 3% No Practice range in - % Yes Local range - % Yes Lowest Highest 80% 100% Lowest Highest 97% 99% Base: All those completing a questionnaire: National (683,080); 2017 (5,310); 2016 (5,299); 2015 (5,617); 2014 (5,757); 2013 (6,355); Practice bases range from 48 to 116; bases range from 1,893 to 5,310 %Yes = %Yes, definitely + %Yes, to some extent 48

49 Confidence and trust in the nurse: how the s practices compare WHITEFIELD HEALTHCARE BARROWFORD SURGERY DILL HALL SURGERY DR JEHANGIR (SH) ELMS FEDERATED PRACTICE DR BELLO'S SURGERY RIVERSIDE FAMILY PRACTICE ST JAMES' MEDICAL CENTRE PENDLESIDE MEDICAL PRACT MYRTLE HOUSE ROSEGROVE SURGERY ROSEHILL SURGERY DANESHOUSE MEDICAL CENTRE BRIERCLIFFE SURGERY THE CASTLE MEDICAL GROUP DR MALIK & PARTNER RICHMOND MEDICAL CENTRE DR MOUJAES GREAT HARWOOD MEDICAL GROUP MANCHESTER ROAD SURGERY THURSBY SURGERY ILEX VIEW MEDICAL PRACTICE KING STREET MEDICAL CTR HARAMBEE SURGERY YORKSHIRE STREET MEDICAL CENTRE ST. NICHOLAS GROUP PRACTICE IRWELL MEDICAL PRACTICE REEDYFORD HLTH CARE GROUP COLNE ROAD SURGERY PEEL HOUSE MEDICAL PRACTICE PARKSIDE SURGERY THE PENDLE MEDICAL PARTNERSHIP DR THM MACKENZIE & PARTNERS OXFORD ROAD MEDICAL CTRE PADIHAM GROUP PRACTICE DR DM DOHERTY & PARTNERS SLAIDBURN HEALTH CENTRE HIGHER HEYS SURGERY ABBEY SURGERY CABIN SURGERY DR A K JHA (SH) FAIRMORE MEDICAL PRACTICE WHALLEY 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); (5,310); Practice bases range from 48 to 116 %Yes = %Yes, definitely + %Yes, to some extent 49

50 Confidence and trust in the nurse: how the s practices compare THE RICHMOND HILL PRACTICE PENDLE VIEW MEDICAL CTRE BARNOLDSWICK MED CTR WHITWORTH MEDICAL CENTRE KIDDROW MEDICAL PRACTICE BURNLEY WOOD MEDICAL CENTRE BLACKBURN RD MEDICAL CENTRE OSWALD MEDICAL CENTRE IGHTENHILL MEDICAL CENTRE THE CLAYTON MEDICAL CTR. THE ROYLE ROSSENDALE VALLEY MEDICAL PRACTICE RISHTON & GREAT HARWOOD SURGERY AVHAC REGISTERED PATIENTS 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); (5,310); Practice bases range from 48 to 116 %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 % 4% Very satisfied 4% 3% Fairly satisfied 40% 38% Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied I'm not sure when my GP surgery is open 78% Satisfied 7% Dissatisfied National 76% Satisfied 9% Dissatisfied Practice range in - % Satisfied Local range - % Satisfied Lowest Highest 58% 97% Lowest Highest 71% 82% Base: All those completing a questionnaire: National (795,461); 2017 (6,015); 2016 (6,001); 2015 (6,304); 2014 (6,387); 2013 (7,071); Practice bases range from 58 to 139; bases range from 2,191 to 6,015 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 52

53 Satisfaction with opening hours: how the s practices compare DANESHOUSE MEDICAL CENTRE BARROWFORD SURGERY ST JAMES' MEDICAL CENTRE RICHMOND MEDICAL CENTRE ELMS FEDERATED PRACTICE MYRTLE HOUSE DR MOUJAES COLNE ROAD SURGERY PEEL HOUSE MEDICAL PRACTICE THURSBY SURGERY DR THM MACKENZIE & PARTNERS ILEX VIEW MEDICAL PRACTICE REEDYFORD HLTH CARE GROUP BARNOLDSWICK MED CTR WHITWORTH MEDICAL CENTRE MANCHESTER ROAD SURGERY THE PENDLE MEDICAL PARTNERSHIP PADIHAM GROUP PRACTICE BLACKBURN RD MEDICAL CENTRE ROSSENDALE VALLEY MEDICAL PRACTICE THE CLAYTON MEDICAL CTR. THE RICHMOND HILL PRACTICE BRIERCLIFFE SURGERY ST. NICHOLAS GROUP PRACTICE OSWALD MEDICAL CENTRE ROSEGROVE SURGERY GREAT HARWOOD MEDICAL GROUP FAIRMORE MEDICAL PRACTICE PARKSIDE SURGERY DR MALIK & PARTNER HIGHER HEYS SURGERY KING STREET MEDICAL CTR WHITEFIELD HEALTHCARE THE CASTLE MEDICAL GROUP DR DM DOHERTY & PARTNERS BURNLEY WOOD MEDICAL CENTRE ROSEHILL SURGERY RISHTON & GREAT HARWOOD SURGERY RIVERSIDE FAMILY PRACTICE OXFORD ROAD MEDICAL CTRE CABIN SURGERY YORKSHIRE STREET MEDICAL CENTRE IGHTENHILL 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); (6,015); Practice bases range from 58 to 139 %Satisfied = %Very satisfied + %Fairly satisfied 53

54 Satisfaction with opening hours: how the s practices compare THE ROYLE DR JEHANGIR (SH) HARAMBEE SURGERY DR A K JHA (SH) DILL HALL SURGERY PENDLE VIEW MEDICAL CTRE ABBEY SURGERY WHALLEY MEDICAL CENTRE IRWELL MEDICAL PRACTICE SLAIDBURN HEALTH CENTRE AVHAC REGISTERED PATIENTS PENDLESIDE MEDICAL PRACT KIDDROW MEDICAL PRACTICE DR BELLO'S 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); (6,015); Practice bases range from 58 to 139 %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 60% 61% National A health professional called me back 25% 26% A health professional visited me at home 4% 6% I went to A&E 36% 34% I saw a pharmacist 10% 11% I went to another NHS service 22% 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); (852) 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 56% Took too long 34% 34% s results 9% It was about right 56% It took too long Comparison of results 56% About right National 61% About right 2016 About right Took too long 65% 29% Don't know/doesn't apply 34% Took too long 33% Took too long Local range % About right Lowest Highest 49% 74% * 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 (850); 2016 (870); bases range from 368 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 84% No 9% 9% 7% s results 41% Yes, definitely Yes, to some extent Comparison of results 84% Yes National 87% Yes 2016 Yes No 87% 9% 43% No, not at all Don't know/can't say 9% No 9% No Local range % Yes Lowest Highest 80% 91% * 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 (854); 2016 (871); bases range from 370 to 854 %Yes = %Yes, definitely + % Yes, to some extent 58