NHS WOLVERHAMPTON CCG Latest survey results

Transcription

1 NHS WOLVERHAMPTON Latest survey results July 2016 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 34 Perceptions of care at patients last GP appointment.. Slide 38 Perceptions of care at patients last nurse appointment. Slide 43 Satisfaction with the practice s opening hours.. Slide 48 Out-of-hours services Slide 52 Statistical reliability... Slide 56 Want to know more?.. Slide 58 2

3 Background, introduction and guidance 3

4 Background information about the survey The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients experiences of their GP practices. Ipsos MORI administers the survey on behalf of NHS England. For more information about the survey please refer to the end of this slide pack or visit This slide pack presents some of the key results for NHS WOLVERHAMPTON. The data in this slide pack are based on the July 2016 GPPS publication. This combines two waves of fieldwork, from July to September 2015 and January to March 2016, providing practice-level data. In NHS WOLVERHAMPTON, 14,917 questionnaires were sent out, and 4,844 were returned completed. This represents a response rate of 32%. 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 twice a year rather than in real time. 5

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

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

8 Overall experience of GP surgeries 8

9 Overall experience of GP surgery Q28. Overall, how would you describe your experience of your GP surgery? s results over time s results National results Latest Good Poor July 2015 Good Poor 83% 7% 82% 6% 11% 5% Very good Fairly good 40% Neither good nor poor 85% Good July 2014 Good Poor June % 6% 43% Fairly poor Very poor 5% Poor Good Poor 84% 5% Practice range in % Good Local range % Good Lowest Highest 58% 98% Lowest Highest 75% 91% Base: All those completing a questionnaire: National (819,140); 2016 (4,735); 2015 (4,772); 2014 (5,298); 2013 (5,573); Practice bases range from 42 to 129; bases range from 1,371 to 9,752 %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 75% to 91% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: bases range from 1,371 to 9,752 %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 58% to 98% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 42 to 129 %Good = %Very good + %Fairly good 11

12 DRS PASSI & HANDA BILSTON URBAN VILLAGE MEDICAL CENTRE DRS PAHWA TUDOR MEDICAL CENTRE DR ST PIERRE-LIBBERTON PARKFIELD MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE INTRA HEALTH LIMITED SHOWELL PARK HEALTH & WALK IN CENTRE WODEN ROAD SURGERY KEATS GROVE SURGERY PROBERT ROAD SURGERY DRS KHARWADKAR & MAJI DR SURYANI DUNCAN STREET PRIMARY CARE PARTNERSHIP PRESTBURY MEDICAL PRACTICE ALL SAINTS SURGERY ETTINGSHALL MEDICAL CENTRE DR BILAS PENN MANOR MEDICAL PRACTICE DRS RAJCHOLAN & GEORGE THORNLEY STREET MEDICAL CENTRE MAYFIELD MEDICAL CENTRE POPLARS MEDICAL CENTRE DR MUDIGONDA BAGARY'S MEDICAL PRACTICE DR MUNDLUR COALWAY ROAD MEDICAL PRACTICE CAERLEON SURGERY LEA ROAD MEDICAL PRACTICE CASTLECROFT MEDICAL PRACTICE PENN SURGERY DR CHRISTOPHER GROVE MEDICAL CENTRE DR FOWLER DR SHARMA TETTENHALL ROAD MEDICAL PRACTICE THE GROUP PRACTICE ALFRED SQUIRE ROAD PRIMROSE LANE PRACTICE TETTENHALL MEDICAL PRACTICE CHURCH STREET SURGERY 80 TETTENHALL ROAD SURGERY ASHFIELD ROAD 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 (819,140); (4,735); Practice bases range from 42 to 129 %Good = %Very good + %Fairly good 12

13 EAST PARK MEDICAL PRACTICE NEWBRIDGE SURGERY DRS DE ROSA & WILLIAMS BRADLEY 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 (819,140); (4,735); Practice bases range from 42 to 129 %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 National results Latest Easy Not easy July 2015 Easy Not easy July 2014 Easy Not easy June % 29% 70% 26% 73% 23% 19% 9% 4% Very easy 23% Fairly easy Not very easy Not at all easy Haven't tried 45% 70% Easy 26% Not easy Easy Not easy 76% 20% Practice range in - % Easy Local range - % Easy Lowest Highest 40% 97% Lowest Highest 58% 79% Base: All those completing a questionnaire: National (832,192); 2016 (4,812); 2015 (4,858); 2014 (5,379); 2013 (5,729); Practice bases range from 43 to 128; bases range from 1,396 to 9,889 %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 PARKFIELD MEDICAL CENTRE PRESTBURY MEDICAL PRACTICE WHITMORE REANS MEDICAL PRACTICE SHOWELL PARK HEALTH & WALK IN CENTRE BILSTON URBAN VILLAGE MEDICAL CENTRE THE GROUP PRACTICE ALFRED SQUIRE ROAD INTRA HEALTH LIMITED DUNCAN STREET PRIMARY CARE PARTNERSHIP DR ST PIERRE-LIBBERTON COALWAY ROAD MEDICAL PRACTICE KEATS GROVE SURGERY DRS PASSI & HANDA DRS KHARWADKAR & MAJI THORNLEY STREET MEDICAL CENTRE DRS PAHWA CASTLECROFT MEDICAL PRACTICE BAGARY'S MEDICAL PRACTICE DR MUDIGONDA POPLARS MEDICAL CENTRE DR CHRISTOPHER WODEN ROAD SURGERY CHURCH STREET SURGERY ALL SAINTS SURGERY LEA ROAD MEDICAL PRACTICE DR MUNDLUR TUDOR MEDICAL CENTRE PENN MANOR MEDICAL PRACTICE PRIMROSE LANE PRACTICE DRS RAJCHOLAN & GEORGE PENN SURGERY DR FOWLER MAYFIELD MEDICAL CENTRE DR SURYANI TETTENHALL MEDICAL PRACTICE 80 TETTENHALL ROAD SURGERY DRS DE ROSA & WILLIAMS ASHFIELD ROAD SURGERY DR SHARMA ETTINGSHALL MEDICAL CENTRE EAST PARK MEDICAL PRACTICE PROBERT ROAD SURGERY GROVE MEDICAL CENTRE DR BILAS 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 (832,192); (4,812); Practice bases range from 43 to 128 %Easy = %Very easy + %Fairly easy 16

17 Ease of getting through to GP surgery on the phone: how the s practices compare CAERLEON SURGERY NEWBRIDGE SURGERY TETTENHALL ROAD MEDICAL PRACTICE BRADLEY MEDICAL CENTRE Q3. Generally, how easy is it to get through to someone at your GP surgery on the phone? Percentage of patients saying it is easy to get through to someone on the phone 100% 90% Practices National average 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (832,192); (4,812); Practice bases range from 43 to 128 %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? Latest s results over time Helpful Not helpful July 2015 Helpful Not helpful July 2014 Helpful Not helpful June 2013 Helpful Not helpful 84% 13% 86% 12% 86% 12% 87% 11% s results 3% 3% Very helpful 10% Fairly helpful 42% Not very helpful Not at all helpful 42% Don't know National results 87% Helpful 11% Not helpful Practice range in - % Helpful Local range - % Helpful Lowest Highest 61% 97% Lowest Highest 81% 93% Base: All those completing a questionnaire: National (831,620); 2016 (4,815); 2015 (4,862); 2014 (5,376); 2013 (5,723); Practice bases range from 43 to 129; bases range from 1,397 to 9,879 %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 DRS PAHWA DR ST PIERRE-LIBBERTON BILSTON URBAN VILLAGE MEDICAL CENTRE PRESTBURY MEDICAL PRACTICE TUDOR MEDICAL CENTRE SHOWELL PARK HEALTH & WALK IN CENTRE PARKFIELD MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE THE GROUP PRACTICE ALFRED SQUIRE ROAD DUNCAN STREET PRIMARY CARE PARTNERSHIP KEATS GROVE SURGERY INTRA HEALTH LIMITED DRS RAJCHOLAN & GEORGE DRS PASSI & HANDA WODEN ROAD SURGERY BAGARY'S MEDICAL PRACTICE ALL SAINTS SURGERY PENN SURGERY DR SHARMA DR MUDIGONDA CHURCH STREET SURGERY PROBERT ROAD SURGERY 80 TETTENHALL ROAD SURGERY DR CHRISTOPHER PRIMROSE LANE PRACTICE COALWAY ROAD MEDICAL PRACTICE DRS KHARWADKAR & MAJI TETTENHALL MEDICAL PRACTICE DR BILAS THORNLEY STREET MEDICAL CENTRE LEA ROAD MEDICAL PRACTICE PENN MANOR MEDICAL PRACTICE CAERLEON SURGERY POPLARS MEDICAL CENTRE CASTLECROFT MEDICAL PRACTICE DR FOWLER DRS DE ROSA & WILLIAMS NEWBRIDGE SURGERY MAYFIELD MEDICAL CENTRE GROVE MEDICAL CENTRE EAST PARK MEDICAL PRACTICE ETTINGSHALL MEDICAL CENTRE DR SURYANI 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 (831,620); (4,815); Practice bases range from 43 to 129 %Helpful = %Very helpful + %Fairly helpful 19

20 Helpfulness of receptionists at GP surgery: how the s practices compare ASHFIELD ROAD SURGERY TETTENHALL ROAD MEDICAL PRACTICE DR MUNDLUR BRADLEY 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 (831,620); (4,815); Practice bases range from 43 to 129 %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? % 31% 31% 24% 52% 50% Practice range within National % 5% 12% 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 (808,746); (4,671); Practice bases range from 42 to 129 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? % 8% Booking appointments online 8% 11% Ordering repeat prescriptions online 1% 1% Accessing my medical records online 89% 85% None of these Practice range within National Base: All those completing a questionnaire: National (810,322); (4,688); Practice bases range from 42 to 127 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? Latest July 2015 July 2014 June 2013 's results over time Yes No Yes No Yes No Yes No 80% 15% 82% 13% 83% 13% 83% 13% 15% 15% s results 5% Yes 65% Yes, but I had to call back closer to or on the day No Can't remember National results 85% Yes 11% No Practice range in - % Yes Local range - % Yes Lowest Highest 61% 94% Lowest Highest 75% 91% Base: All those completing a questionnaire: National (798,498); 2016 (4,616); 2015 (4,694); 2014 (5,138); 2013 (5,520); Practice bases range from 42 to 127; bases range from 1,353 to 9,480 %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 BILSTON URBAN VILLAGE MEDICAL CENTRE KEATS GROVE SURGERY DRS PASSI & HANDA SHOWELL PARK HEALTH & WALK IN CENTRE DRS PAHWA BAGARY'S MEDICAL PRACTICE INTRA HEALTH LIMITED ALL SAINTS SURGERY TUDOR MEDICAL CENTRE DR ST PIERRE-LIBBERTON WHITMORE REANS MEDICAL PRACTICE DR MUNDLUR GROVE MEDICAL CENTRE ETTINGSHALL MEDICAL CENTRE DRS KHARWADKAR & MAJI DR MUDIGONDA COALWAY ROAD MEDICAL PRACTICE PRESTBURY MEDICAL PRACTICE WODEN ROAD SURGERY EAST PARK MEDICAL PRACTICE DRS RAJCHOLAN & GEORGE THORNLEY STREET MEDICAL CENTRE MAYFIELD MEDICAL CENTRE POPLARS MEDICAL CENTRE LEA ROAD MEDICAL PRACTICE DUNCAN STREET PRIMARY CARE PARTNERSHIP PARKFIELD MEDICAL CENTRE PRIMROSE LANE PRACTICE CASTLECROFT MEDICAL PRACTICE CAERLEON SURGERY CHURCH STREET SURGERY DR CHRISTOPHER TETTENHALL ROAD MEDICAL PRACTICE DR FOWLER PROBERT ROAD SURGERY PENN SURGERY DR SHARMA THE GROUP PRACTICE ALFRED SQUIRE ROAD PENN MANOR MEDICAL PRACTICE 80 TETTENHALL ROAD SURGERY ASHFIELD ROAD SURGERY BRADLEY MEDICAL CENTRE DRS DE ROSA & WILLIAMS 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 (798,498); (4,616); Practice bases range from 42 to 127 %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 DR SURYANI TETTENHALL MEDICAL PRACTICE DR BILAS NEWBRIDGE 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 (798,498); (4,616); Practice bases range from 42 to 127 %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 National results Latest Convenient Not convenient July 2015 Convenient Not convenient July 2014 Convenient Not convenient June 2013 Convenient Not convenient 92% 8% 91% 9% 92% 8% 93% 7% 46% 7% Very convenient Fairly convenient 46% Not very convenient Not at all convenient 92% Convenient 8% Not convenient Practice range in - % Convenient Local range - % Convenient Lowest Highest 70% 100% Lowest Highest 87% 97% Base: All those able to get an appointment: National (685,063); 2016 (3,770); 2015 (3,932); 2014 (4,320); 2013 (4,653); Practice bases range from 28 to 111; bases range from 1,224 to 7,877 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + Not at all convenient 27

28 Convenience of appointment: how the s practices compare SHOWELL PARK HEALTH & WALK IN CENTRE BILSTON URBAN VILLAGE MEDICAL CENTRE PARKFIELD MEDICAL CENTRE LEA ROAD MEDICAL PRACTICE BAGARY'S MEDICAL PRACTICE THORNLEY STREET MEDICAL CENTRE WODEN ROAD SURGERY POPLARS MEDICAL CENTRE DR ST PIERRE-LIBBERTON ETTINGSHALL MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE DR SHARMA ALL SAINTS SURGERY DRS PAHWA DRS PASSI & HANDA GROVE MEDICAL CENTRE DRS KHARWADKAR & MAJI DR CHRISTOPHER THE GROUP PRACTICE ALFRED SQUIRE ROAD COALWAY ROAD MEDICAL PRACTICE PRESTBURY MEDICAL PRACTICE KEATS GROVE SURGERY DRS RAJCHOLAN & GEORGE MAYFIELD MEDICAL CENTRE CASTLECROFT MEDICAL PRACTICE DUNCAN STREET PRIMARY CARE PARTNERSHIP 80 TETTENHALL ROAD SURGERY PENN SURGERY DR MUDIGONDA INTRA HEALTH LIMITED TETTENHALL MEDICAL PRACTICE PENN MANOR MEDICAL PRACTICE DR MUNDLUR TETTENHALL ROAD MEDICAL PRACTICE DR SURYANI TUDOR MEDICAL CENTRE DR BILAS DR FOWLER CAERLEON SURGERY CHURCH STREET SURGERY PROBERT ROAD SURGERY DRS DE ROSA & WILLIAMS PRIMROSE LANE PRACTICE Q15. How convenient was the appointment you were able to get? Percentage of patients saying their appointment was convenient Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those able to get an appointment: National (685,063); (3,770); Practice bases range from 28 to 111 %Convenient = %Very convenient + %Fairly convenient 28

29 Convenience of appointment: how the s practices compare NEWBRIDGE SURGERY ASHFIELD ROAD SURGERY EAST PARK MEDICAL PRACTICE BRADLEY MEDICAL CENTRE Q15. How convenient was the appointment you were able to get? Percentage of patients saying their appointment was convenient Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those able to get an appointment: National (685,063); (3,770); Practice bases range from 28 to 111 %Convenient = %Very convenient + %Fairly convenient 29

30 Percentage who went on to do something else when unable to get appointment/ offered inconvenient appointment What patients do when they are unable to get appointment / are offered an inconvenient appointment Q17. What did you do on that occasion? 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 34% 37% Went to the appointment I was offered 20% 22% Got an appointment for a different day 14% 12% 13% 14% 13% 6% 3% 3% 4% 5% 3% 5% Had a consultation over the phone Went to A&E Saw a pharmacist Used another NHS service Decided to contact my surgery another time 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 (113,406); (763) Comparisons are indicative only: differences may not be statistically significant 30

31 Overall experience of making an appointment Q18. Overall, how would you describe your experience of making an appointment? 's results over time s results National results Latest July 2015 July 2014 Good Poor Good Poor Good Poor June 2013 Good Poor 70% 15% 71% 14% 74% 11% 74% 11% 14% 9% 6% Very good 31% Fairly good Neither good nor poor Fairly poor Very poor 39% 73% Good 12% Poor Practice range in - % Good Local range - % Good Lowest Highest 42% 93% Lowest Highest 62% 84% Base: All those completing a questionnaire: National (795,484); 2016 (4,630); 2015 (4,666); 2014 (5,148); 2013 (5,515); Practice bases range from 42 to 125; bases range from 1,344 to 9,494 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 31

32 Overall experience of making an appointment: how the s practices compare SHOWELL PARK HEALTH & WALK IN CENTRE BILSTON URBAN VILLAGE MEDICAL CENTRE KEATS GROVE SURGERY WHITMORE REANS MEDICAL PRACTICE DRS PASSI & HANDA PRESTBURY MEDICAL PRACTICE DRS PAHWA COALWAY ROAD MEDICAL PRACTICE TUDOR MEDICAL CENTRE PARKFIELD MEDICAL CENTRE DR ST PIERRE-LIBBERTON BAGARY'S MEDICAL PRACTICE WODEN ROAD SURGERY DRS RAJCHOLAN & GEORGE THORNLEY STREET MEDICAL CENTRE INTRA HEALTH LIMITED THE GROUP PRACTICE ALFRED SQUIRE ROAD DRS KHARWADKAR & MAJI LEA ROAD MEDICAL PRACTICE DUNCAN STREET PRIMARY CARE PARTNERSHIP ALL SAINTS SURGERY PENN MANOR MEDICAL PRACTICE PENN SURGERY MAYFIELD MEDICAL CENTRE DR CHRISTOPHER POPLARS MEDICAL CENTRE CASTLECROFT MEDICAL PRACTICE DR MUDIGONDA CHURCH STREET SURGERY 80 TETTENHALL ROAD SURGERY PRIMROSE LANE PRACTICE GROVE MEDICAL CENTRE CAERLEON SURGERY DR SHARMA DR MUNDLUR TETTENHALL MEDICAL PRACTICE NEWBRIDGE SURGERY PROBERT ROAD SURGERY ETTINGSHALL MEDICAL CENTRE ASHFIELD ROAD SURGERY BRADLEY MEDICAL CENTRE DR FOWLER DRS DE ROSA & WILLIAMS 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 (795,484); (4,630); Practice bases range from 42 to 125 %Good = %Very good + %Fairly good 32

33 Overall experience of making an appointment: how the s practices compare DR BILAS DR SURYANI EAST PARK MEDICAL PRACTICE TETTENHALL ROAD 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 (795,484); (4,630); Practice bases range from 42 to 125 %Good = %Very good + %Fairly good 33

34 Waiting times at the GP surgery 34

35 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 National results Latest Don't wait too long Wait too long July 2015 Don't wait too long Wait too long July 2014 Don't wait too long Wait too long June 2013 Don't wait too long Wait too long 56% 35% 57% 36% 57% 36% 57% 36% 11% 24% 9% I don't normally have to wait too long 56% I have to wait a bit too long I have to wait far too long No opinion/doesn't apply 58% Don t wait too long 34% Wait too long Practice range in % Don t wait too long Local range % Don t wait too long Lowest Highest 29% 82% Lowest Highest 46% 64% Base: All those completing a questionnaire: National (799,241); 2016 (4,624); 2015 (4,712); 2014 (5,156); 2013 (5,523); Practice bases range from 41 to 125; bases range from 1,354 to 9,497 %Wait too long= %Wait a bit too long + %Wait far too long 35

36 KEATS GROVE SURGERY DRS PAHWA PRESTBURY MEDICAL PRACTICE DRS PASSI & HANDA DRS KHARWADKAR & MAJI BILSTON URBAN VILLAGE MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE DR CHRISTOPHER DRS RAJCHOLAN & GEORGE LEA ROAD MEDICAL PRACTICE POPLARS MEDICAL CENTRE DR SURYANI COALWAY ROAD MEDICAL PRACTICE CHURCH STREET SURGERY DR ST PIERRE-LIBBERTON SHOWELL PARK HEALTH & WALK IN CENTRE DUNCAN STREET PRIMARY CARE PARTNERSHIP PARKFIELD MEDICAL CENTRE EAST PARK MEDICAL PRACTICE TUDOR MEDICAL CENTRE MAYFIELD MEDICAL CENTRE WODEN ROAD SURGERY DR MUDIGONDA THE GROUP PRACTICE ALFRED SQUIRE ROAD DR BILAS CAERLEON SURGERY INTRA HEALTH LIMITED DR MUNDLUR BAGARY'S MEDICAL PRACTICE ALL SAINTS SURGERY ETTINGSHALL MEDICAL CENTRE GROVE MEDICAL CENTRE CASTLECROFT MEDICAL PRACTICE PENN MANOR MEDICAL PRACTICE DR FOWLER 80 TETTENHALL ROAD SURGERY THORNLEY STREET MEDICAL CENTRE PENN SURGERY DR SHARMA TETTENHALL MEDICAL PRACTICE PROBERT ROAD SURGERY ASHFIELD ROAD SURGERY DRS DE ROSA & WILLIAMS Waiting times at the GP surgery: how the s practices compare 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% 90% 80% 70% 60% 50% 40% 30% 20% 10% Practices National average 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (799,241); (4,624); Practice bases range from 41 to

37 TETTENHALL ROAD MEDICAL PRACTICE NEWBRIDGE SURGERY PRIMROSE LANE PRACTICE BRADLEY MEDICAL CENTRE Waiting times at the GP surgery: how the s practices compare 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% 90% 80% 70% 60% 50% 40% 30% 20% 10% Practices National average 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (799,241); (4,624); Practice bases range from 41 to

38 Perceptions of care at patients last GP appointment 38

39 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 results % Poor *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% 6% 5% 5% 6% 6% 4% 3% 3% 4% 4% 11% 10% 12% 16% 12% Very poor 41% 39% 40% 40% 38% 43% 46% 43% 38% 43% 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': (4,613; 4,580; 4,447; 4,255; 4,504); National (794,990; 793,029; 763,302; 733,291; 780,925) %Poor = %Very poor + %Poor 39

40 Confidence and trust in the GP Q22. Did you have confidence and trust in the GP you saw or spoke to?* Latest July 2015 July 2014 June 2013 's results over time Yes No Yes No Yes No 93% 7% 94% 6% 93% 7% 32% 7% s results *Those who say Don t know/can t say have been excluded from these results. Yes, definitely Yes, to some extent 61% No, not at all National results 95% Yes 5% No Yes No 94% 6% Practice range in - % Yes Local range - % Yes Lowest Highest 81% 100% Lowest Highest 93% 98% Base: All those completing a questionnaire excluding 'don't know/ can't say': National (781,398); 2016 (4,503); 2015 (4,619); 2014 (5,029); 2013 (5,396); Practice bases range from 40 to 126; bases range from 1,341 to 9,300 %Yes = %Yes, definitely + %Yes, to some extent 40

41 DR ST PIERRE-LIBBERTON DR SURYANI PROBERT ROAD SURGERY PARKFIELD MEDICAL CENTRE THORNLEY STREET MEDICAL CENTRE MAYFIELD MEDICAL CENTRE DUNCAN STREET PRIMARY CARE PARTNERSHIP DRS RAJCHOLAN & GEORGE SHOWELL PARK HEALTH & WALK IN CENTRE BILSTON URBAN VILLAGE MEDICAL CENTRE TUDOR MEDICAL CENTRE CAERLEON SURGERY DRS PASSI & HANDA PRESTBURY MEDICAL PRACTICE WODEN ROAD SURGERY DRS PAHWA WHITMORE REANS MEDICAL PRACTICE DR BILAS DRS KHARWADKAR & MAJI INTRA HEALTH LIMITED ETTINGSHALL MEDICAL CENTRE KEATS GROVE SURGERY PENN SURGERY BAGARY'S MEDICAL PRACTICE GROVE MEDICAL CENTRE TETTENHALL MEDICAL PRACTICE ALL SAINTS SURGERY DR SHARMA THE GROUP PRACTICE ALFRED SQUIRE ROAD CASTLECROFT MEDICAL PRACTICE PENN MANOR MEDICAL PRACTICE CHURCH STREET SURGERY 80 TETTENHALL ROAD SURGERY DR MUNDLUR DR CHRISTOPHER POPLARS MEDICAL CENTRE COALWAY ROAD MEDICAL PRACTICE DRS DE ROSA & WILLIAMS EAST PARK MEDICAL PRACTICE TETTENHALL ROAD MEDICAL PRACTICE BRADLEY MEDICAL CENTRE LEA ROAD MEDICAL PRACTICE DR FOWLER Confidence and trust in the GP: how the s practices compare 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 (781,398); (4,503); Practice bases range from 40 to 126 %Yes = %Yes, definitely + %Yes, to some extent 41

42 NEWBRIDGE SURGERY ASHFIELD ROAD SURGERY DR MUDIGONDA PRIMROSE LANE PRACTICE Confidence and trust in the GP: how the s practices compare 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 (781,398); (4,503); Practice bases range from 40 to 126 %Yes = %Yes, definitely + %Yes, to some extent 42

43 Perceptions of care at patients last nurse appointment 43

44 Perceptions of care at last nurse appointment 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 results % Poor *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% 2% 3% 2% 7% 7% 9% 13% 9% Very poor 40% 40% 40% 40% 39% 50% 51% 49% 44% 49% 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': (4,076; 4,042; 3,954; 3,637; 3,974); National (712,463; 705,297; 686,913; 625,477; 695,184) %Poor = %Very poor + %Poor 44

45 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. National results Latest July 2015 July 2014 June 2013 Yes No Yes No Yes No 96% 4% 96% 4% 97% 3% 27% 4% 69% Yes, definitely Yes, to some extent No, not at all 97% Yes 3% No Yes No 98% 2% Practice range in - % Yes Local range - % Yes Lowest Highest 87% 100% Lowest Highest 96% 98% Base: All those completing a questionnaire excluding 'don't know/ can't say': National (703,184); 2016 (4,017); 2015 (4,062); 2014 (4,468); 2013 (4,747); Practice bases range from 28 to 114; bases range from 1,239 to 8,543 %Yes = %Yes, definitely + %Yes, to some extent 45

46 SHOWELL PARK HEALTH & WALK IN CENTRE DRS PAHWA COALWAY ROAD MEDICAL PRACTICE DUNCAN STREET PRIMARY CARE PARTNERSHIP PARKFIELD MEDICAL CENTRE INTRA HEALTH LIMITED LEA ROAD MEDICAL PRACTICE KEATS GROVE SURGERY NEWBRIDGE SURGERY ALL SAINTS SURGERY DR CHRISTOPHER CHURCH STREET SURGERY DR ST PIERRE-LIBBERTON PENN SURGERY MAYFIELD MEDICAL CENTRE WHITMORE REANS MEDICAL PRACTICE DR MUNDLUR BILSTON URBAN VILLAGE MEDICAL CENTRE PENN MANOR MEDICAL PRACTICE POPLARS MEDICAL CENTRE THORNLEY STREET MEDICAL CENTRE DRS KHARWADKAR & MAJI ETTINGSHALL MEDICAL CENTRE THE GROUP PRACTICE ALFRED SQUIRE ROAD PRIMROSE LANE PRACTICE PRESTBURY MEDICAL PRACTICE WODEN ROAD SURGERY DR FOWLER TUDOR MEDICAL CENTRE DR BILAS BAGARY'S MEDICAL PRACTICE TETTENHALL MEDICAL PRACTICE DRS RAJCHOLAN & GEORGE CAERLEON SURGERY DRS PASSI & HANDA PROBERT ROAD SURGERY ASHFIELD ROAD SURGERY GROVE MEDICAL CENTRE EAST PARK MEDICAL PRACTICE TETTENHALL ROAD MEDICAL PRACTICE DR SURYANI CASTLECROFT MEDICAL PRACTICE 80 TETTENHALL ROAD SURGERY Confidence and trust in the nurse: how the s practices compare 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 (703,184); (4,017); Practice bases range from 28 to 114 %Yes = %Yes, definitely + % Yes, to some extent 46

47 DRS DE ROSA & WILLIAMS DR SHARMA BRADLEY MEDICAL CENTRE DR MUDIGONDA Confidence and trust in the nurse: how the s practices compare 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 (703,184); (4,017); Practice bases range from 28 to 114 %Yes = %Yes, definitely + % Yes, to some extent 47

48 Satisfaction with the practice s opening hours 48

49 Satisfaction with opening hours Q25. How satisfied are you with the hours that your GP surgery is open? 's results over time Latest Satisfied 77% Dissatisfied 9% July 2015 Satisfied 77% Dissatisfied 10% July 2014 Satisfied 79% Dissatisfied 9% June 2013 Satisfied 81% Dissatisfied 8% 10% 6% 3% 4% Very satisfied 41% s results 36% Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied I'm not sure when my GP surgery is open National results 76% Satisfied 9% Dissatisfied Practice range in - % Satisfied Local range - % Satisfied Lowest Highest 63% 92% Lowest Highest 71% 79% Base: All those completing a questionnaire: National (820,097); 2016 (4,736); 2015 (4,770); 2014 (5,304); 2013 (5,589); Practice bases range from 42 to 129; bases range from 1,367 to 9,754 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 49

50 Satisfaction with opening hours: how the s practices compare TUDOR MEDICAL CENTRE DRS PASSI & HANDA PRESTBURY MEDICAL PRACTICE DRS KHARWADKAR & MAJI BILSTON URBAN VILLAGE MEDICAL CENTRE DRS PAHWA KEATS GROVE SURGERY DR ST PIERRE-LIBBERTON INTRA HEALTH LIMITED THE GROUP PRACTICE ALFRED SQUIRE ROAD PENN SURGERY WODEN ROAD SURGERY DR FOWLER BAGARY'S MEDICAL PRACTICE DRS RAJCHOLAN & GEORGE MAYFIELD MEDICAL CENTRE LEA ROAD MEDICAL PRACTICE PARKFIELD MEDICAL CENTRE ALL SAINTS SURGERY WHITMORE REANS MEDICAL PRACTICE DR MUDIGONDA PRIMROSE LANE PRACTICE COALWAY ROAD MEDICAL PRACTICE THORNLEY STREET MEDICAL CENTRE CHURCH STREET SURGERY SHOWELL PARK HEALTH & WALK IN CENTRE CAERLEON SURGERY CASTLECROFT MEDICAL PRACTICE ETTINGSHALL MEDICAL CENTRE DUNCAN STREET PRIMARY CARE PARTNERSHIP GROVE MEDICAL CENTRE PENN MANOR MEDICAL PRACTICE DR BILAS TETTENHALL ROAD MEDICAL PRACTICE DR MUNDLUR DR CHRISTOPHER POPLARS MEDICAL CENTRE TETTENHALL MEDICAL PRACTICE NEWBRIDGE SURGERY ASHFIELD ROAD SURGERY EAST PARK MEDICAL PRACTICE DR SURYANI 80 TETTENHALL ROAD 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 (820,097); (4,736); Practice bases range from 42 to 129 %Satisfied = %Very satisfied + %Fairly satisfied 50

51 Satisfaction with opening hours: how the s practices compare PROBERT ROAD SURGERY DRS DE ROSA & WILLIAMS DR SHARMA BRADLEY 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 (820,097); (4,736); Practice bases range from 42 to 129 %Satisfied = %Very satisfied + %Fairly satisfied 51

52 Out-of-hours services 52

53 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 54% 61% National A health professional called me back 17% 26% A health professional visited me at home 4% 6% I went to A&E 28% 33% I saw a pharmacist 7% 9% I went to another NHS service 23% 35% Can't remember 4% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (130,950); (836) 53

54 Use of out-of-hours services* Q42. How do you feel about how quickly you received care or advice on that occasion? Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (131,188); (835) 36% 6% 59% It was about right It took too long Don't know/doesn't apply Q43. Considering all of the people you saw or spoke to on that occasion, did you have confidence and trust in them? Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: 12% 43% 5% 40% Yes, definitely Yes, to some extent No, not at all Don't know/can't say National results 62% 31% National National results 86% 9% About right Took too long (131,325); Yes No (837) *The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, trends will not be shown for these questions until the July 2017 publication. %Yes = %Yes, definitely + % Yes, to some extent 54

55 Overall experience of out-of-hours services* Q44. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed? s results National results 17% 8% 8% Very good 29% Fairly good Neither good nor poor Fairly poor Very poor Don't know/can't say 36% 67% Good 15% Poor Practice range in - % Good Local range - % Good Lowest Highest 22% 92% Lowest Highest 61% 78% *The out-of-hours questions were redesigned for July-September 2015 fieldwork to reflect changes to service provision. As such, trends will not be shown for these questions until the July 2017 publication. Base: All answering who have tried to call an out-of-hours GP service in the past 6 months: National (131,456); 2016 (834); Practice bases range from 10 to 27; bases range from 200 to 1, %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

56 Statistical reliability 56

57 Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part ( true values ). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% that is, the chances are 95 in 100 that the true value will fall within a specified range (the 95% confidence interval ). The table below gives examples of what the confidence intervals look like for an average practice and, as well as the confidence intervals at the national level. An example of confidence intervals (at national, and practice-level) based on the average number of responses to the question Overall, how would you describe your experience of your GP surgery? Average sample size on which results are based Approximate confidence intervals for percentages at or near these levels Level 1: 10% or 90% Level 2: 30% or 70% Level 3: 50% +/- +/- +/- National 836, , Practice For example, taking a where 4,000 people responded and where 30% give a particular answer, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1.86 percentage points from that question s result (i.e. between 28.14% and 31.86%). When results are compared between separate groups within a sample, the difference may be real or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e.g. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 57

58 Want to know more? 58

59 Further background information about the survey Across both waves of the research the survey was sent to c.2.1 million adult patients registered with a GP practice. Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone. Results are available every six months for every practice in the UK and date back to 2007, allowing meaningful comparisons of patients experiences. For more information about the survey please visit The overall response rate to the survey is 39%, based on 836,312 completed surveys. Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. Further information on the survey including: questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: 2.1m Surveys to adults registered with an English GP practice 836,312 Completed surveys in the July 2016 publication 39% National response rate 59

60 Where to go to do further analysis For reports which show the National results broken down by and Practice, go to - you can also see previous years results here. To analyse the survey data for a specific participant group (e.g. by age), go to To break down the survey results by survey question as well as by participant demographics, go to To look at trends in responses and study the survey data by different participant groups, go to For general FAQs about the GP Patient Survey, go to 60

61 For further information about the GP Patient Survey, please get in touch with the GPPS team at Ipsos MORI at We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. 61