NHS Oldham CCG Latest survey results

Transcription

1 NHS Oldham 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 Oldham. 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 Oldham, 14,944 questionnaires were sent out, and 4,371 were returned completed. This represents a response rate of 29%. 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 42% Very poor 85% Good 5% Poor National 85% Good 5% Poor Practice range in % Good Local range % Good Lowest Highest 56% 96% Lowest Highest 83% 89% Base: All those completing a questionnaire: National (794,704); 2017 (4,295); 2016 (4,355); 2015 (4,567); 2014 (4,527); 2013 (4,931); Practice bases range from 46 to 128; bases range from 3,357 to 8,407 %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 83% to 89% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: bases range from 3,357 to 8,407 %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 56% to 96% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 46 to 128 %Good = %Very good + %Fairly good 11

12 DR SIDHU'S MEDICAL PRACTICE WERNETH MEDICAL PRACTICE JARVIS MEDICAL PRACTICE VILLAGE MEDICAL PRACTICE THE CHOWDHURY PRACTICE FAILSWORTH GROUP PRACTICE OLDHAM MEDICAL SERVICES LEES MEDICAL PRACTICE HOPWOOD HOUSE MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE MACH HEALTHCARE LIMITED HOLLINWOOD MEDICAL PRACTICE SPRINGFIELD HOUSE JOHN STREET MEDICAL PRACTICE CHADDERTON SOUTH HEALTH CENTRE THE PARKS MEDICAL PRACTICE ALEXANDRA GROUP MED PRACT MOHANTY PRACTICE OLDHAM FAMILY PRACTICE GREENBANK MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE LINDLEY HOUSE HEALTH CENTRE QUAYSIDE MEDICAL PRACTICE MOORSIDE MEDICAL PRACTICE HILL TOP SURGERY SADDLEWORTH MEDICAL PRACTICE ROYTON MEDICAL CENTRE BLOCK LANE SURGERY ST CHADS MEDICAL PRACTICE THE DURU PRACTICE HOSSAIN PRACTICE CH MEDICAL PRACTICE DANSON FAMILY PRACTICE P85018 WOODLANDS MEDICAL PRACTICE THE ROYTON & CROMPTON FAMILY PRACTICE JALAL PRACTICE ST MARY'S MEDICAL CENTRE LEESBROOK SURGERY SARAF MEDICAL PRACTICE KAPUR FAMILY CARE PENNINE MEDICAL CENTRE CHADDERTON MEDICAL PRACTICE LITTLETOWN FAMILY MED PRACT 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); (4,295); Practice bases range from 46 to 128 %Good = %Very good + %Fairly good 12

13 PERKINS PRACTICE Overall experience: how the s practices compare Q28. Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (794,704); (4,295); Practice bases range from 46 to 128 %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 % 9% 3% Very easy 24% Fairly easy Not very easy Not at all easy Haven't tried 46% 71% Easy 26% Not easy National 68% Easy 28% Not easy Practice range in - % Easy Local range - % Easy Lowest Highest 42% 95% Lowest Highest 59% 76% Base: All those completing a questionnaire: National (804,177); 2017 (4,345); 2016 (4,427); 2015 (4,649); 2014 (4,624); 2013 (5,086); Practice bases range from 47 to 135; bases range from 3,404 to 8,512 %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy 15

16 Ease of getting through to GP surgery on the phone: how the s practices compare THE CHOWDHURY PRACTICE DR SIDHU'S MEDICAL PRACTICE FAILSWORTH GROUP PRACTICE SADDLEWORTH MEDICAL PRACTICE WERNETH MEDICAL PRACTICE JARVIS MEDICAL PRACTICE SPRINGFIELD HOUSE BLOCK LANE SURGERY VILLAGE MEDICAL PRACTICE OLDHAM MEDICAL SERVICES MACH HEALTHCARE LIMITED GREENBANK MEDICAL PRACTICE JOHN STREET MEDICAL PRACTICE ALEXANDRA GROUP MED PRACT KAPUR FAMILY CARE LINDLEY HOUSE HEALTH CENTRE OLDHAM FAMILY PRACTICE DONALD WILDE MEDICAL CENTRE QUAYSIDE MEDICAL PRACTICE WOODLANDS MEDICAL PRACTICE HOLLINWOOD MEDICAL PRACTICE HILL TOP SURGERY HOPWOOD HOUSE MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE DANSON FAMILY PRACTICE P85018 ROYTON MEDICAL CENTRE LEES MEDICAL PRACTICE LEESBROOK SURGERY CH MEDICAL PRACTICE THE DURU PRACTICE THE ROYTON & CROMPTON FAMILY PRACTICE MOORSIDE MEDICAL PRACTICE JALAL PRACTICE CHADDERTON SOUTH HEALTH CENTRE SARAF MEDICAL PRACTICE HOSSAIN PRACTICE PENNINE MEDICAL CENTRE ST MARY'S MEDICAL CENTRE LITTLETOWN FAMILY MED PRACT PERKINS PRACTICE ST CHADS MEDICAL PRACTICE CHADDERTON MEDICAL PRACTICE THE PARKS MEDICAL PRACTICE 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); (4,345); Practice bases range from 47 to 135 %Easy = %Very easy + %Fairly easy 16

17 Ease of getting through to GP surgery on the phone: how the s practices compare MOHANTY PRACTICE 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); (4,345); Practice bases range from 47 to 135 %Easy = %Very easy + %Fairly easy 17

18 Helpfulness of receptionists at GP surgery Q4. How helpful do you find the receptionists at your GP surgery? s results over time s results Comparison of results June 2013 % Helpful % Not helpful % 3% Very helpful Fairly helpful 46% Not very helpful Not at all helpful 41% Don't know 88% Helpful 10% Not helpful National 87% Helpful 11% Not helpful Practice range in - % Helpful Local range - % Helpful Lowest Highest 69% 100% Lowest Highest 85% 89% Base: All those completing a questionnaire: National (803,718); 2017 (4,339); 2016 (4,430); 2015 (4,645); 2014 (4,626); 2013 (5,087); Practice bases range from 45 to 135; bases range from 3,405 to 8,503 %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 WERNETH MEDICAL PRACTICE DR SIDHU'S MEDICAL PRACTICE OLDHAM MEDICAL SERVICES JARVIS MEDICAL PRACTICE THE CHOWDHURY PRACTICE VILLAGE MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE SPRINGFIELD HOUSE FAILSWORTH GROUP PRACTICE ALEXANDRA GROUP MED PRACT GREENBANK MEDICAL PRACTICE CH MEDICAL PRACTICE DANSON FAMILY PRACTICE P85018 JOHN STREET MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE OLDHAM FAMILY PRACTICE LEES MEDICAL PRACTICE LEESBROOK SURGERY KAPUR FAMILY CARE HOPWOOD HOUSE MEDICAL PRACTICE SADDLEWORTH MEDICAL PRACTICE LINDLEY HOUSE HEALTH CENTRE ST MARY'S MEDICAL CENTRE MOORSIDE MEDICAL PRACTICE HOSSAIN PRACTICE THE DURU PRACTICE HILL TOP SURGERY WOODLANDS MEDICAL PRACTICE ROYTON MEDICAL CENTRE THE ROYTON & CROMPTON FAMILY PRACTICE CHADDERTON SOUTH HEALTH CENTRE ST CHADS MEDICAL PRACTICE MACH HEALTHCARE LIMITED HOLLINWOOD MEDICAL PRACTICE QUAYSIDE MEDICAL PRACTICE JALAL PRACTICE LITTLETOWN FAMILY MED PRACT PENNINE MEDICAL CENTRE THE PARKS MEDICAL PRACTICE SARAF MEDICAL PRACTICE BLOCK LANE SURGERY CHADDERTON MEDICAL PRACTICE PERKINS PRACTICE 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); (4,339); Practice bases range from 45 to 135 %Helpful = %Very helpful + %Fairly helpful 19

20 Helpfulness of receptionists at GP surgery: how the s practices compare MOHANTY PRACTICE 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); (4,339); Practice bases range from 45 to 135 %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? % 36% 31% 34% 8% 12% 9% 9% 52% 46% Practice range within National 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); (4,233); Practice bases range from 45 to 128 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 12% 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); (4,246); Practice bases range from 47 to 125 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 % 14% 5% s results 69% Yes Yes, but I had to call back closer to or on the day No Can't remember Comparison of results 81% Yes 14% No National 84% Yes 11% No Practice range in - % Yes Local range - % Yes Lowest Highest 57% 93% Lowest Highest 79% 88% Base: All those completing a questionnaire: National (772,293); 2017 (4,139); 2016 (4,260); 2015 (4,430); 2014 (4,438); 2013 (4,904); Practice bases range from 45 to 130; bases range from 3,252 to 8,117 %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 VILLAGE MEDICAL PRACTICE HOPWOOD HOUSE MEDICAL PRACTICE DR SIDHU'S MEDICAL PRACTICE HOLLINWOOD MEDICAL PRACTICE WERNETH MEDICAL PRACTICE QUAYSIDE MEDICAL PRACTICE HILL TOP SURGERY DONALD WILDE MEDICAL CENTRE MACH HEALTHCARE LIMITED JARVIS MEDICAL PRACTICE JOHN STREET MEDICAL PRACTICE ALEXANDRA GROUP MED PRACT CHADDERTON SOUTH HEALTH CENTRE LINDLEY HOUSE HEALTH CENTRE FAILSWORTH GROUP PRACTICE SPRINGFIELD HOUSE SADDLEWORTH MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE GREENBANK MEDICAL PRACTICE LEES MEDICAL PRACTICE THE DURU PRACTICE THE CHOWDHURY PRACTICE CHADDERTON MEDICAL PRACTICE OLDHAM FAMILY PRACTICE LITTLETOWN FAMILY MED PRACT OLDHAM MEDICAL SERVICES THE ROYTON & CROMPTON FAMILY PRACTICE ROYTON MEDICAL CENTRE CH MEDICAL PRACTICE BLOCK LANE SURGERY WOODLANDS MEDICAL PRACTICE DANSON FAMILY PRACTICE P85018 MOORSIDE MEDICAL PRACTICE KAPUR FAMILY CARE PERKINS PRACTICE HOSSAIN PRACTICE ST CHADS MEDICAL PRACTICE ST MARY'S MEDICAL CENTRE SARAF MEDICAL PRACTICE LEESBROOK SURGERY JALAL PRACTICE PENNINE MEDICAL CENTRE THE PARKS 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 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); (4,139); Practice bases range from 45 to 130 %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 MOHANTY 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? Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Practices National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772,293); (4,139); Practice bases range from 45 to 130 %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 46% Not very convenient Not at all convenient 92% Convenient 8% Not convenient National 92% Convenient 8% Not convenient Practice range in - % Convenient Local range - % Convenient Lowest Highest 77% 98% Lowest Highest 89% 95% Base: All those able to get an appointment: National (658,980); 2017 (3,431); 2016 (3,548); 2015 (3,633); 2014 (3,713); 2013 (4,116); Practice bases range from 28 to 107; bases range from 2,838 to 6,548 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient 27

28 Convenience of appointment: how the s practices compare THE CHOWDHURY PRACTICE DR SIDHU'S MEDICAL PRACTICE MACH HEALTHCARE LIMITED HOPWOOD HOUSE MEDICAL PRACTICE SADDLEWORTH MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE VILLAGE MEDICAL PRACTICE JARVIS MEDICAL PRACTICE OLDHAM MEDICAL SERVICES GREENBANK MEDICAL PRACTICE MOORSIDE MEDICAL PRACTICE WERNETH MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE KAPUR FAMILY CARE HILL TOP SURGERY JOHN STREET MEDICAL PRACTICE ALEXANDRA GROUP MED PRACT QUAYSIDE MEDICAL PRACTICE THE ROYTON & CROMPTON FAMILY PRACTICE ROYTON MEDICAL CENTRE LITTLETOWN FAMILY MED PRACT HOSSAIN PRACTICE LINDLEY HOUSE HEALTH CENTRE WOODLANDS MEDICAL PRACTICE LEES MEDICAL PRACTICE BLOCK LANE SURGERY CHADDERTON SOUTH HEALTH CENTRE OLDHAM FAMILY PRACTICE FAILSWORTH GROUP PRACTICE DANSON FAMILY PRACTICE P85018 SPRINGFIELD HOUSE JALAL PRACTICE HOLLINWOOD MEDICAL PRACTICE ST MARY'S MEDICAL CENTRE LEESBROOK SURGERY PERKINS PRACTICE THE PARKS MEDICAL PRACTICE CH MEDICAL PRACTICE ST CHADS MEDICAL PRACTICE PENNINE MEDICAL CENTRE CHADDERTON MEDICAL PRACTICE SARAF MEDICAL PRACTICE MOHANTY PRACTICE 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); (3,431); Practice bases range from 28 to 107 %Convenient = %Very convenient + %Fairly convenient 28

29 Convenience of appointment: how the s practices compare THE DURU PRACTICE 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); (3,431); Practice bases range from 28 to 107 %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* 39% Very convenient Fairly convenient Not very convenient Not at all convenient Unable to get an appointment 79% Convenient 21% 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 54% 96% Lowest Highest 76% 85% * 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 (3,899); Practice bases range from 37 to 121; bases range from 3,106 to 7,592 * %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 DR SIDHU'S MEDICAL PRACTICE VILLAGE MEDICAL PRACTICE HOPWOOD HOUSE MEDICAL PRACTICE WERNETH MEDICAL PRACTICE SADDLEWORTH MEDICAL PRACTICE MACH HEALTHCARE LIMITED HOLLINWOOD MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE THE CHOWDHURY PRACTICE QUAYSIDE MEDICAL PRACTICE HILL TOP SURGERY JARVIS MEDICAL PRACTICE FAILSWORTH GROUP PRACTICE JOHN STREET MEDICAL PRACTICE ALEXANDRA GROUP MED PRACT OLDHAM MEDICAL SERVICES SPRINGFIELD HOUSE LEES MEDICAL PRACTICE CHADDERTON SOUTH HEALTH CENTRE GREENBANK MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE KAPUR FAMILY CARE THE ROYTON & CROMPTON FAMILY PRACTICE THE DURU PRACTICE LINDLEY HOUSE HEALTH CENTRE LITTLETOWN FAMILY MED PRACT MOORSIDE MEDICAL PRACTICE OLDHAM FAMILY PRACTICE ROYTON MEDICAL CENTRE BLOCK LANE SURGERY CH MEDICAL PRACTICE HOSSAIN PRACTICE CHADDERTON MEDICAL PRACTICE JALAL PRACTICE ST CHADS MEDICAL PRACTICE LEESBROOK SURGERY WOODLANDS MEDICAL PRACTICE DANSON FAMILY PRACTICE P85018 PERKINS PRACTICE ST MARY'S MEDICAL CENTRE PENNINE MEDICAL CENTRE SARAF MEDICAL PRACTICE THE PARKS MEDICAL PRACTICE 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); (3,899); Practice bases range from 37 to %Convenient = %Very convenient + %Fairly convenient

32 Convenience of appointment (rebased to include those unable to get an appointment): how the s practices compare MOHANTY PRACTICE 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); (3,899); Practice bases range from 37 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% 33% 35% Went to the appointment I was offered 17% 20% Got an appointment for a different day 4% Had a consultation over the phone 6% 6% 5% 3% 3% Went to A&E Saw a pharmacist Used another NHS service 11% 13% 13% 14% 15% 6% 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 (110,834); (635) 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% 5% Very good 33% Fairly good Neither good nor poor Fairly poor Very poor 39% 72% Good 12% Poor National 73% Good 13% Poor Practice range in - % Good Local range - % Good Lowest Highest 45% 96% Lowest Highest 68% 78% Base: All those completing a questionnaire: National (768,706); 2017 (4,128); 2016 (4,250); 2015 (4,426); 2014 (4,430); 2013 (4,906); Practice bases range from 44 to 126; bases range from 3,227 to 8,143 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 34

35 Overall experience of making an appointment: how the s practices compare DR SIDHU'S MEDICAL PRACTICE WERNETH MEDICAL PRACTICE FAILSWORTH GROUP PRACTICE SADDLEWORTH MEDICAL PRACTICE VILLAGE MEDICAL PRACTICE SPRINGFIELD HOUSE HOPWOOD HOUSE MEDICAL PRACTICE THE CHOWDHURY PRACTICE LEES MEDICAL PRACTICE HOLLINWOOD MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE JARVIS MEDICAL PRACTICE ALEXANDRA GROUP MED PRACT HILL TOP SURGERY OLDHAM MEDICAL SERVICES QUAYSIDE MEDICAL PRACTICE GREENBANK MEDICAL PRACTICE LEESBROOK SURGERY CHADDERTON SOUTH HEALTH CENTRE JOHN STREET MEDICAL PRACTICE WOODLANDS MEDICAL PRACTICE ROYTON MEDICAL CENTRE OAK GABLES MEDICAL PRACTICE BLOCK LANE SURGERY KAPUR FAMILY CARE MACH HEALTHCARE LIMITED LINDLEY HOUSE HEALTH CENTRE OLDHAM FAMILY PRACTICE CH MEDICAL PRACTICE THE ROYTON & CROMPTON FAMILY PRACTICE DANSON FAMILY PRACTICE P85018 SARAF MEDICAL PRACTICE ST CHADS MEDICAL PRACTICE THE DURU PRACTICE LITTLETOWN FAMILY MED PRACT MOORSIDE MEDICAL PRACTICE PENNINE MEDICAL CENTRE HOSSAIN PRACTICE MOHANTY PRACTICE ST MARY'S MEDICAL CENTRE CHADDERTON MEDICAL PRACTICE JALAL PRACTICE PERKINS PRACTICE Q18. Overall, how would you describe your experience of making an appointment? Practices Percentage of patients saying they had a good experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (768,706); (4,128); Practice bases range from 44 to 126 %Good = %Very good + %Fairly good 35

36 Overall experience of making an appointment: how the s practices compare THE PARKS MEDICAL PRACTICE Q18. Overall, how would you describe your experience of making an appointment? Practices Percentage of patients saying they had a good experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (768,706); (4,128); Practice bases range from 44 to 126 %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 % 10% 8% I don't normally have to wait too long 59% I have to wait a bit too long I have to wait far too long No opinion/doesn't apply 59% Don t wait too long 33% 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 23% 86% Lowest Highest 51% 63% Base: All those completing a questionnaire: National (772,842); 2017 (4,151); 2016 (4,273); 2015 (4,444); 2014 (4,437); 2013 (4,910); Practice bases range from 44 to 129; bases range from 3,265 to 8,177 %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 THE CHOWDHURY PRACTICE DR SIDHU'S MEDICAL PRACTICE GREENBANK MEDICAL PRACTICE WERNETH MEDICAL PRACTICE JARVIS MEDICAL PRACTICE HILL TOP SURGERY LEES MEDICAL PRACTICE ROYTON MEDICAL CENTRE VILLAGE MEDICAL PRACTICE HOLLINWOOD MEDICAL PRACTICE HOPWOOD HOUSE MEDICAL PRACTICE HOSSAIN PRACTICE LITTLETOWN FAMILY MED PRACT ST MARY'S MEDICAL CENTRE SADDLEWORTH MEDICAL PRACTICE OLDHAM MEDICAL SERVICES DANSON FAMILY PRACTICE P85018 KAPUR FAMILY CARE LINDLEY HOUSE HEALTH CENTRE THE ROYTON & CROMPTON FAMILY PRACTICE JALAL PRACTICE MOHANTY PRACTICE SPRINGFIELD HOUSE OAK GABLES MEDICAL PRACTICE FAILSWORTH GROUP PRACTICE MACH HEALTHCARE LIMITED JOHN STREET MEDICAL PRACTICE OLDHAM FAMILY PRACTICE ALEXANDRA GROUP MED PRACT PERKINS PRACTICE CHADDERTON SOUTH HEALTH CENTRE QUAYSIDE MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE BLOCK LANE SURGERY MOORSIDE MEDICAL PRACTICE CH MEDICAL PRACTICE CHADDERTON MEDICAL PRACTICE WOODLANDS MEDICAL PRACTICE LEESBROOK SURGERY SARAF MEDICAL PRACTICE THE DURU PRACTICE THE PARKS MEDICAL PRACTICE ST CHADS 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); (4,151); Practice bases range from 44 to

40 Waiting times at the GP surgery: how the s practices compare PENNINE MEDICAL CENTRE Q20. How do you feel about how long you normally have to wait to be seen? Percentage of patients saying they don t normally have to wait too long 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (772,842); (4,151); Practice bases range from 44 to

41 Perceptions of care at patients last GP appointment 41

42 Perceptions of care at last GP appointment Q21. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following?* s results National results % Poor (total) results % Poor (total) *Those who say Doesn t apply have been excluded from these results. Very poor Poor Neither good nor poor Good Very good 4% 4% 3% 4% 4% 4% 3% 3% 5% 4% 3% 3% 3% 10% 9% 10% 14% 10% Very poor 37% 36% 37% 38% 38% 49% 52% 50% 44% 48% 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': (4,121; 4,120; 3,966; 3,811; 4,047); 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% 65% 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 87% 100% Lowest Highest 94% 97% Base: All those completing a questionnaire: National (754,466); 2017 (4,037); 2016 (4,131); 2015 (4,370); 2014 (4,388); 2013 (4,816); Practice bases range from 41 to 121; bases range from 3,195 to 7,938 %Yes = %Yes, definitely + %Yes, to some extent 43

44 Confidence and trust in the GP: how the s practices compare VILLAGE MEDICAL PRACTICE DR SIDHU'S MEDICAL PRACTICE MACH HEALTHCARE LIMITED WERNETH MEDICAL PRACTICE HOPWOOD HOUSE MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE SPRINGFIELD HOUSE JOHN STREET MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE FAILSWORTH GROUP PRACTICE MOHANTY PRACTICE LEES MEDICAL PRACTICE MOORSIDE MEDICAL PRACTICE JARVIS MEDICAL PRACTICE THE DURU PRACTICE CH MEDICAL PRACTICE ROYTON MEDICAL CENTRE QUAYSIDE MEDICAL PRACTICE CHADDERTON SOUTH HEALTH CENTRE HOSSAIN PRACTICE THE PARKS MEDICAL PRACTICE OLDHAM MEDICAL SERVICES SARAF MEDICAL PRACTICE LINDLEY HOUSE HEALTH CENTRE HOLLINWOOD MEDICAL PRACTICE THE CHOWDHURY PRACTICE JALAL PRACTICE HILL TOP SURGERY ST MARY'S MEDICAL CENTRE LEESBROOK SURGERY WOODLANDS MEDICAL PRACTICE LITTLETOWN FAMILY MED PRACT KAPUR FAMILY CARE PENNINE MEDICAL CENTRE OLDHAM FAMILY PRACTICE THE ROYTON & CROMPTON FAMILY PRACTICE ALEXANDRA GROUP MED PRACT GREENBANK MEDICAL PRACTICE BLOCK LANE SURGERY ST CHADS MEDICAL PRACTICE SADDLEWORTH MEDICAL PRACTICE CHADDERTON MEDICAL PRACTICE DANSON FAMILY PRACTICE P85018 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); (4,037); Practice bases range from 41 to 121 %Yes = %Yes, definitely + %Yes, to some extent 44

45 Confidence and trust in the GP: how the s practices compare PERKINS PRACTICE Q22. Did you have confidence and trust in the GP you saw or spoke to?* *Those who say Don t know/ can t say have been excluded from these results. Percentage of patients saying they have trust and confidence in their GP Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754,466); (4,037); Practice bases range from 41 to 121 %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) 5% 6% 8% 11% *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% 6% Very poor 36% 37% 36% 36% 37% 57% 56% 55% 51% 55% 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': (3,696; 3,668; 3,591; 3,358; 3,626); National (690,213; 684,099; 665,816; 607,788; 675,604) %Poor = %Very poor + %Poor 47

48 Confidence and trust in the nurse Q24. Did you have confidence and trust in the nurse you saw or spoke to?* 's results over time s results *Those who say Don t know/can t say have been excluded from these results. Comparison of results June 2013 % Yes % No % 3% 72% Yes, definitely Yes, to some extent No, not at all 97% Yes 3% No National 97% Yes 3% No Practice range in - % Yes Local range - % Yes Lowest Highest 89% 100% Lowest Highest 97% 98% Base: All those completing a questionnaire: National (683,080); 2017 (3,657); 2016 (3,703); 2015 (3,894); 2014 (3,910); 2013 (4,308); Practice bases range from 33 to 113; bases range from 2,773 to 6,948 %Yes = %Yes, definitely + %Yes, to some extent 48

49 Confidence and trust in the nurse: how the s practices compare MOHANTY PRACTICE THE CHOWDHURY PRACTICE DR SIDHU'S MEDICAL PRACTICE WERNETH MEDICAL PRACTICE JOHN STREET MEDICAL PRACTICE SPRINGFIELD HOUSE DANSON FAMILY PRACTICE P85018 VILLAGE MEDICAL PRACTICE HOLLINWOOD MEDICAL PRACTICE LITTLETOWN FAMILY MED PRACT HOSSAIN PRACTICE MACH HEALTHCARE LIMITED ST MARY'S MEDICAL CENTRE HOPWOOD HOUSE MEDICAL PRACTICE GREENBANK MEDICAL PRACTICE LEES MEDICAL PRACTICE PENNINE MEDICAL CENTRE THE DURU PRACTICE LINDLEY HOUSE HEALTH CENTRE FAILSWORTH GROUP PRACTICE SADDLEWORTH MEDICAL PRACTICE QUAYSIDE MEDICAL PRACTICE JALAL PRACTICE MOORSIDE MEDICAL PRACTICE ST CHADS MEDICAL PRACTICE JARVIS MEDICAL PRACTICE HILL TOP SURGERY LEESBROOK SURGERY THE PARKS MEDICAL PRACTICE CH MEDICAL PRACTICE ALEXANDRA GROUP MED PRACT ROYTON MEDICAL CENTRE CHADDERTON SOUTH HEALTH CENTRE THE ROYTON & CROMPTON FAMILY PRACTICE BLOCK LANE SURGERY KAPUR FAMILY CARE DONALD WILDE MEDICAL CENTRE CHADDERTON MEDICAL PRACTICE OLDHAM FAMILY PRACTICE WOODLANDS MEDICAL PRACTICE OLDHAM MEDICAL SERVICES OAK GABLES MEDICAL PRACTICE SARAF MEDICAL PRACTICE Q24. Did you have confidence and trust in the nurse you saw or spoke to?* *Those who say Don t know/ can t say have been excluded from these results. Percentage of patients saying they have trust and confidence in their nurse Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683,080); (3,657); Practice bases range from 33 to 113 %Yes = %Yes, definitely + %Yes, to some extent 49

50 Confidence and trust in the nurse: how the s practices compare PERKINS PRACTICE Q24. Did you have confidence and trust in the nurse you saw or spoke to?* *Those who say Don t know/ can t say have been excluded from these results. Percentage of patients saying they have trust and confidence in their nurse Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683,080); (3,657); Practice bases range from 33 to 113 %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 % 37% 5% 4% Very satisfied 43% Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied I'm not sure when my GP surgery is open 79% Satisfied 7% Dissatisfied National 76% Satisfied 9% Dissatisfied Practice range in - % Satisfied Local range - % Satisfied Lowest Highest 65% 91% Lowest Highest 76% 81% Base: All those completing a questionnaire: National (795,461); 2017 (4,294); 2016 (4,340); 2015 (4,568); 2014 (4,534); 2013 (4,953); Practice bases range from 45 to 128; bases range from 3,364 to 8,394 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 52

53 Satisfaction with opening hours: how the s practices compare HOPWOOD HOUSE MEDICAL PRACTICE SADDLEWORTH MEDICAL PRACTICE VILLAGE MEDICAL PRACTICE LEES MEDICAL PRACTICE FAILSWORTH GROUP PRACTICE JARVIS MEDICAL PRACTICE CHADDERTON SOUTH HEALTH CENTRE WERNETH MEDICAL PRACTICE DONALD WILDE MEDICAL CENTRE OLDHAM FAMILY PRACTICE SPRINGFIELD HOUSE GREENBANK MEDICAL PRACTICE THE CHOWDHURY PRACTICE OLDHAM MEDICAL SERVICES DR SIDHU'S MEDICAL PRACTICE QUAYSIDE MEDICAL PRACTICE OAK GABLES MEDICAL PRACTICE ROYTON MEDICAL CENTRE BLOCK LANE SURGERY MOORSIDE MEDICAL PRACTICE MOHANTY PRACTICE THE PARKS MEDICAL PRACTICE JOHN STREET MEDICAL PRACTICE CH MEDICAL PRACTICE HOLLINWOOD MEDICAL PRACTICE LITTLETOWN FAMILY MED PRACT HOSSAIN PRACTICE HILL TOP SURGERY ST MARY'S MEDICAL CENTRE ALEXANDRA GROUP MED PRACT SARAF MEDICAL PRACTICE KAPUR FAMILY CARE CHADDERTON MEDICAL PRACTICE ST CHADS MEDICAL PRACTICE MACH HEALTHCARE LIMITED PENNINE MEDICAL CENTRE THE ROYTON & CROMPTON FAMILY PRACTICE LEESBROOK SURGERY THE DURU PRACTICE LINDLEY HOUSE HEALTH CENTRE DANSON FAMILY PRACTICE P85018 WOODLANDS MEDICAL PRACTICE JALAL PRACTICE Q25. How satisfied are you with the hours that your GP surgery is open? Practices Percentage of patients saying they are satisfied with the hours their GP surgery is open 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (795,461); (4,294); Practice bases range from 45 to 128 %Satisfied = %Very satisfied + %Fairly satisfied 53

54 Satisfaction with opening hours: how the s practices compare PERKINS PRACTICE Q25. How satisfied are you with the hours that your GP surgery is open? Practices Percentage of patients saying they are satisfied with the hours their GP surgery is open 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (795,461); (4,294); Practice bases range from 45 to 128 %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 47% 61% National A health professional called me back 20% 26% A health professional visited me at home 4% 6% I went to A&E 31% 34% I saw a pharmacist 11% 11% I went to another NHS service 23% 32% Can't remember 7% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,736); (714) 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 54% Took too long 37% 37% s results 8% It was about right 54% It took too long Comparison of results 54% About right National 61% About right 2016 About right Took too long 61% 34% Don't know/doesn't apply 37% Took too long 33% Took too long Local range % About right Lowest Highest 52% 64% * 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 (716); 2016 (740); bases range from 535 to 1,521 57

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 83% No 10% 10% 7% s results 42% Yes, definitely Yes, to some extent Comparison of results 83% Yes National 87% Yes 2016 Yes No 86% 9% 41% No, not at all Don't know/can't say 10% No 9% No Local range % Yes Lowest Highest 83% 88% * 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 (716); 2016 (740); bases range from 535 to 1,526 %Yes = %Yes, definitely + % Yes, to some extent 58

59 Overall experience of out-of-hours services* Q44. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed? s results over time Latest Good Poor 2016 Good Poor 64% 17% 67% 15% 16% 10% s results 7% 3% Very good 28% Fairly good Neither good nor poor Fairly poor Very poor 36% Don't know/can't say Comparison of results 64% National 66% Good Good 17% 15% Poor Poor Local range - % Good Lowest Highest 62% 72% * The out-of-hours questions were redesigned for -September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only made with 2016 data. Base: All answering who have tried to call an out-of-hours GP service in the past 6 months: National (124,994); 2017 (712); 2016 (746); bases range from 537 to 1,525 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 59

60 Statistical reliability 60

61 Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part ( true values ). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% that is, the chances are 95 in 100 that the true value will fall within a specified range (the 95% confidence interval ). The table below gives examples of what the confidence intervals look like for an average practice and, as well as the confidence intervals at the national level. An example of confidence intervals (at national, and practice-level) based on the average number of responses to the question Overall, how would you describe your experience of your GP surgery? Average sample size on which results are based Approximate confidence intervals for percentages at or near these levels Level 1: 10% or 90% Level 2: 30% or 70% Level 3: 50% +/- +/- +/- National 808, , Practice For example, taking a where 4,000 people responded and where 30% answered Very good in response to Overall, how would you describe your experience of making an appointment, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1.86 percentage points from that question s result (i.e. between 28.14% and 31.86%). When results are compared between separate groups within a sample, the difference may be real or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e.g. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 61