Primary Care Commissioning Committee
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- Drusilla Cobb
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1 Primary Care Commissioning Committee Details Part 1 X Part 2 Agenda Item No. 7 Title of Paper: Board Member: Author: Presenter: The GP Patient Satisfaction Survey Dr Jeffrey Schryer, Clinical Director for Primary Care Amy Lepiorz, Deputy Director of Primary Care Amy Lepiorz, Deputy Director of Primary Care Please indicate: For Decision For Information X For Discussion Executive Summary Summary This paper is to provide the PCCC with the latest GP Patient Satisfaction Survey results. Risk High Medium Low X There are no particular risks associated with this paper Recommendations The Primary Care Commissioning Committee is asked to: Note the latest GP Satisfaction Survey Results Strategic themes To deliver improved outcomes and reduce health inequalities for patients through better preventative strategies To deliver service re-design in priority areas through innovation To develop primary care to become excellent and high performing commissioners To develop the leadership to work with the Local Authority to be excellent integrated commissioners To develop robust and effective working relationships will all stakeholders and partners to drive integrated commissioning To deliver long term financial sustainability through effective commissioning and innovative investment across the wider system To develop and influence the provider landscape through development of a Locality Care Organisation (LCO) Equality Analysis Assessed? Supports NHS Bury Governance arrangements Date: The GP Patient Satisfaction Survey Page 1 of 2
2 The GP Patient Satisfaction Survey 1. Introduction 1.1 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 1.2 The survey is sent out once a year (in January) to a sample of patients registered with a GP practice in England. The results for 2017 were released in early. 2. Background 2.1 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. 2.2 In NHS Bury, 9,145 questionnaires were sent out, and 3,422 were returned completed. This represents a response rate of 37%. 2.3 In Bury, 86% of patients rated their overall experience of their GP practice as good, compared to a national average of 85%. 3. Next steps 3.1 The Primary Care Team are reviewing the results and triangulating with other data sources. Key themes will be shared across all practices and specific issues discussed during the routine quality visits. 4. Recommendations The Primary Care Commissioning Committee is asked to: Note the latest GP Satisfaction Survey Results Amy Lepiorz Deputy Director of Primary Care 2017 Date: The GP Patient Satisfaction Survey Page 2 of 2
3 NHS Bury Latest survey results 2017 publication Version 1 Public 1
4 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 13 Making an appointment. Slide 20 Waiting times at the GP surgery..... Slide 30 Perceptions of care at patients last GP appointment.. Slide 33 Perceptions of care at patients last nurse appointment. Slide 37 Satisfaction with the practice s opening hours.. Slide 41 Out-of-hours services Slide 44 Statistical reliability... Slide 49 Want to know more?.. Slide 51 2
5 Background, introduction and guidance 3
6 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 Bury. 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 Bury, 9,145 questionnaires were sent out, and 3,422 were returned completed. This represents a response rate of 37%. 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
7 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
8 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
9 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
10 Overall experience of GP surgeries 8
11 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 % 3% Very good Fairly good 46% Neither good nor poor Fairly poor 40% Very poor 86% Good 4% Poor National 85% Good 5% Poor Practice range in % Good Local range % Good Lowest Highest 68% 97% Lowest Highest 83% 89% Base: All those completing a questionnaire: National (794,704); 2017 (3,375); 2016 (3,491); 2015 (3,569); 2014 (3,680); 2013 (3,928); Practice bases range from 66 to 132; bases range from 3,357 to 8,407 %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor 9
12 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
13 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 68% to 97% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 66 to 132 %Good = %Very good + %Fairly good 11
14 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% UNSWORTH MEDICAL CENTRE WOODBANK SURGERY THE ELMS MEDICAL CENTRE ST GABRIEL'S MEDICAL CENTRE THE UPLANDS MEDICAL PRACTICE RED BANK GROUP PRACTICE KNOWSLEY MEDICAL CENTRE THE BIRCHES MEDICAL CENTRE PEEL GPS RAMSBOTTOM MEDICAL PRACTICE HUNTLEY MOUNT MEDICAL CENTRE THE RLC SURGERY MONARCH MEDICAL CENTRE GREYLAND MEDICAL CENTRE WALMERSLEY ROAD MEDICAL PRACTICE TOWNSIDE SURGERY RADCLIFFE MEDICAL PRACTICE TOTTINGTON MEDICAL PRACTICE NORMAN SAXENA LONGFIELD MEDICAL PRACTICE ROCK HEALTHCARE LIMITED FAIRFAX GROUP PRACTICE MILE LANE HEALTH CENTRE WHITTAKER LANE MED CENTRE RIBBLESDALE MEDICAL PRACTICE SPRING LANE SURGERY SHEKAR BLACKFORD HOUSE MEDICAL CENTRE GARDEN CITY MEDICAL CENTRE GREENMOUNT MEDICAL CENTRE 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); (3,375); Practice bases range from 66 to 132 %Good = %Very good + %Fairly good 12
15 Access to GP services 13
16 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% 4% 20% Very easy Fairly easy Not very easy Not at all easy Haven't tried 46% 67% Easy 29% Not easy National 68% Easy 28% Not easy Practice range in - % Easy Local range - % Easy Lowest Highest 25% 95% Lowest Highest 59% 76% Base: All those completing a questionnaire: National (804,177); 2017 (3,404); 2016 (3,535); 2015 (3,629); 2014 (3,767); 2013 (4,029); Practice bases range from 66 to 134; bases range from 3,404 to 8,512 %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy 14
17 Ease of getting through to GP surgery on the phone: how the s practices compare Q3. Generally, how easy is it to get through to someone at your GP surgery on the phone? Practices National average Percentage of patients saying it is easy to get through to someone on the phone 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% LONGFIELD MEDICAL PRACTICE THE UPLANDS MEDICAL PRACTICE UNSWORTH MEDICAL CENTRE THE ELMS MEDICAL CENTRE MONARCH MEDICAL CENTRE ST GABRIEL'S MEDICAL CENTRE WHITTAKER LANE MED CENTRE FAIRFAX GROUP PRACTICE BLACKFORD HOUSE MEDICAL CENTRE RAMSBOTTOM MEDICAL PRACTICE PEEL GPS RADCLIFFE MEDICAL PRACTICE TOTTINGTON MEDICAL PRACTICE THE BIRCHES MEDICAL CENTRE NORMAN WOODBANK SURGERY RED BANK GROUP PRACTICE KNOWSLEY MEDICAL CENTRE THE RLC SURGERY SAXENA SHEKAR MILE LANE HEALTH CENTRE GREENMOUNT MEDICAL CENTRE HUNTLEY MOUNT MEDICAL CENTRE WALMERSLEY ROAD MEDICAL PRACTICE TOWNSIDE SURGERY RIBBLESDALE MEDICAL PRACTICE SPRING LANE SURGERY ROCK HEALTHCARE LIMITED GARDEN CITY MEDICAL CENTRE GREYLAND MEDICAL CENTRE 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); (3,404); Practice bases range from 66 to 134 %Easy = %Very easy + %Fairly easy 15
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 45% Not very helpful Not at all helpful 43% Don't know 88% Helpful 10% Not helpful National 87% Helpful 11% Not helpful Practice range in - % Helpful Local range - % Helpful Lowest Highest 74% 98% Lowest Highest 85% 89% Base: All those completing a questionnaire: National (803,718); 2017 (3,409); 2016 (3,528); 2015 (3,622); 2014 (3,760); 2013 (4,037); Practice bases range from 66 to 132; bases range from 3,405 to 8,503 %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful 16
19 Helpfulness of receptionists at GP surgery: how the s practices compare 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% THE UPLANDS MEDICAL PRACTICE UNSWORTH MEDICAL CENTRE THE BIRCHES MEDICAL CENTRE RED BANK GROUP PRACTICE NORMAN KNOWSLEY MEDICAL CENTRE RAMSBOTTOM MEDICAL PRACTICE SAXENA WOODBANK SURGERY HUNTLEY MOUNT MEDICAL CENTRE ST GABRIEL'S MEDICAL CENTRE FAIRFAX GROUP PRACTICE MONARCH MEDICAL CENTRE PEEL GPS SPRING LANE SURGERY TOWNSIDE SURGERY WHITTAKER LANE MED CENTRE RADCLIFFE MEDICAL PRACTICE THE ELMS MEDICAL CENTRE LONGFIELD MEDICAL PRACTICE THE RLC SURGERY GARDEN CITY MEDICAL CENTRE GREYLAND MEDICAL CENTRE MILE LANE HEALTH CENTRE BLACKFORD HOUSE MEDICAL CENTRE TOTTINGTON MEDICAL PRACTICE WALMERSLEY ROAD MEDICAL PRACTICE SHEKAR ROCK HEALTHCARE LIMITED GREENMOUNT MEDICAL CENTRE RIBBLESDALE MEDICAL PRACTICE 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); (3,409); Practice bases range from 66 to 132 %Helpful = %Very helpful + %Fairly helpful 17
20 Awareness of online services Q6. As far as you know, which of the following online services does your GP surgery offer? Percentage aware of online services offered by GP surgery % 44% 36% Booking appointments online 34% Ordering repeat prescriptions online 5% Accessing my medical records online 9% 7% 9% None of these 39% 46% Don't know Practice range within National Base: All those completing a questionnaire: National (782,347); (3,305); Practice bases range from 65 to 128 Comparisons are indicative only: differences may not be statistically significant 18
21 Online service use Q7. And in the past 6 months, which of the following online services have you used at your GP surgery? Percentage used online services in past 6 months % 9% Booking appointments online 15% 12% Ordering repeat prescriptions online *% 2% Accessing my medical records online 81% 83% None of these Practice range within National Base: All those completing a questionnaire: National (786,183); (3,326); Practice bases range from 66 to 128 Comparisons are indicative only: differences may not be statistically significant 19
22 Making an appointment 20
23 Success in getting an appointment Q12. Last time you wanted to see or speak to a GP or nurse from your GP surgery, were you able to get an appointment to see or speak to someone? 's results over time June 2013 % Yes % No % s results 10% 4% Yes 75% Yes, but I had to call back closer to or on the day No Can't remember Comparison of results 86% Yes 10% No National 84% Yes 11% No Practice range in - % Yes Local range - % Yes Lowest Highest 74% 98% Lowest Highest 79% 88% Base: All those completing a questionnaire: National (772,293); 2017 (3,252); 2016 (3,384); 2015 (3,486); 2014 (3,635); 2013 (3,917); Practice bases range from 61 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 21
24 Success in getting an appointment: how the s practices compare 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% RED BANK GROUP PRACTICE THE ELMS MEDICAL CENTRE THE BIRCHES MEDICAL CENTRE KNOWSLEY MEDICAL CENTRE HUNTLEY MOUNT MEDICAL CENTRE SAXENA ST GABRIEL'S MEDICAL CENTRE THE UPLANDS MEDICAL PRACTICE UNSWORTH MEDICAL CENTRE WOODBANK SURGERY MONARCH MEDICAL CENTRE NORMAN FAIRFAX GROUP PRACTICE RAMSBOTTOM MEDICAL PRACTICE RADCLIFFE MEDICAL PRACTICE ROCK HEALTHCARE LIMITED WHITTAKER LANE MED CENTRE SHEKAR TOTTINGTON MEDICAL PRACTICE TOWNSIDE SURGERY Practices National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses PEEL GPS MILE LANE HEALTH CENTRE WALMERSLEY ROAD MEDICAL PRACTICE RIBBLESDALE MEDICAL PRACTICE SPRING LANE SURGERY GREYLAND MEDICAL CENTRE LONGFIELD MEDICAL PRACTICE THE RLC SURGERY GREENMOUNT MEDICAL CENTRE GARDEN CITY MEDICAL CENTRE BLACKFORD HOUSE MEDICAL CENTRE Base: All those completing a questionnaire: National (772,293); (3,252); Practice bases range from 61 to 130 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 22
25 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 49% Not very convenient Not at all convenient 94% Convenient 6% Not convenient National 92% Convenient 8% Not convenient Practice range in - % Convenient Local range - % Convenient Lowest Highest 80% 99% Lowest Highest 89% 95% Base: All those able to get an appointment: National (658,980); 2017 (2,838); 2016 (2,895); 2015 (2,982); 2014 (3,122); 2013 (3,428); Practice bases range from 56 to 116; bases range from 2,838 to 6,548 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient 23
26 Convenience of appointment: how the s practices compare Q15. How convenient was the appointment you were able to get? 100% Percentage of patients saying their appointment was convenient Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% THE BIRCHES MEDICAL CENTRE FAIRFAX GROUP PRACTICE UNSWORTH MEDICAL CENTRE KNOWSLEY MEDICAL CENTRE SAXENA THE ELMS MEDICAL CENTRE WALMERSLEY ROAD MEDICAL PRACTICE MILE LANE HEALTH CENTRE WOODBANK SURGERY THE RLC SURGERY ST GABRIEL'S MEDICAL CENTRE RAMSBOTTOM MEDICAL PRACTICE NORMAN RED BANK GROUP PRACTICE LONGFIELD MEDICAL PRACTICE ROCK HEALTHCARE LIMITED THE UPLANDS MEDICAL PRACTICE TOWNSIDE SURGERY SHEKAR RIBBLESDALE MEDICAL PRACTICE PEEL GPS WHITTAKER LANE MED CENTRE HUNTLEY MOUNT MEDICAL CENTRE RADCLIFFE MEDICAL PRACTICE BLACKFORD HOUSE MEDICAL CENTRE GREYLAND MEDICAL CENTRE SPRING LANE SURGERY MONARCH MEDICAL CENTRE GARDEN CITY MEDICAL CENTRE TOTTINGTON MEDICAL PRACTICE GREENMOUNT MEDICAL CENTRE 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); (2,838); Practice bases range from 56 to 116 %Convenient = %Very convenient + %Fairly convenient 24
27 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% 10% s results* 44% Very convenient Fairly convenient Not very convenient Not at all convenient Comparison of results National 84% Convenient 81% Convenient 40% Unable to get an appointment 16% 19% Not convenient/ unable to get an appointment Not convenient/ unable to get an appointment Practice range in - % Convenient Local range - % Convenient Lowest Highest 62% 97% 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 (3,106); Practice bases range from 58 to 129; 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 25
28 Convenience of appointment (rebased to include those unable to get an appointment): how the s practices compare 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% THE BIRCHES MEDICAL CENTRE SAXENA KNOWSLEY MEDICAL CENTRE THE ELMS MEDICAL CENTRE FAIRFAX GROUP PRACTICE RED BANK GROUP PRACTICE UNSWORTH MEDICAL CENTRE NORMAN THE UPLANDS MEDICAL PRACTICE WOODBANK SURGERY MILE LANE HEALTH CENTRE RAMSBOTTOM MEDICAL PRACTICE ST GABRIEL'S MEDICAL CENTRE WHITTAKER LANE MED CENTRE HUNTLEY MOUNT MEDICAL CENTRE ROCK HEALTHCARE LIMITED RADCLIFFE MEDICAL PRACTICE RIBBLESDALE MEDICAL PRACTICE LONGFIELD MEDICAL PRACTICE MONARCH MEDICAL CENTRE WALMERSLEY ROAD MEDICAL PRACTICE TOWNSIDE SURGERY PEEL GPS THE RLC SURGERY SHEKAR TOTTINGTON MEDICAL PRACTICE GREYLAND MEDICAL CENTRE SPRING LANE SURGERY GREENMOUNT MEDICAL CENTRE GARDEN CITY MEDICAL CENTRE BLACKFORD HOUSE MEDICAL CENTRE 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); (3,106); Practice bases range from 58 to %Convenient = %Very convenient + %Fairly convenient
29 What patients do when they are unable to get appointment / are offered an inconvenient appointment Q17. What did you do on that occasion? Percentage who went on to do something else when unable to get appointment/ offered inconvenient appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 27% 35% Went to the appointment I was offered 22% 20% Got an appointment for a different day 9% Had a consultation over the phone 6% 5% 2% 3% 3% 9% 6% Went to A&E Saw a pharmacist Used another NHS service 16% 16% 13% 15% 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); (404) Comparisons are indicative only: differences may not be statistically significant 27
30 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 % 3% 8% Very good 34% Fairly good Neither good nor poor Fairly poor Very poor 40% 74% Good 11% Poor National 73% Good 13% Poor Practice range in - % Good Local range - % Good Lowest Highest 58% 93% Lowest Highest 68% 78% Base: All those completing a questionnaire: National (768,706); 2017 (3,237); 2016 (3,374); 2015 (3,452); 2014 (3,606); 2013 (3,876); Practice bases range from 62 to 129; bases range from 3,227 to 8,143 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 28
31 Overall experience of making an appointment: how the s practices compare Q18. Overall, how would you describe your experience of making an appointment? Practices National average Percentage of patients saying they had a good experience of making an appointment 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% ST GABRIEL'S MEDICAL CENTRE UNSWORTH MEDICAL CENTRE THE BIRCHES MEDICAL CENTRE THE ELMS MEDICAL CENTRE LONGFIELD MEDICAL PRACTICE THE UPLANDS MEDICAL PRACTICE RED BANK GROUP PRACTICE FAIRFAX GROUP PRACTICE KNOWSLEY MEDICAL CENTRE WOODBANK SURGERY RAMSBOTTOM MEDICAL PRACTICE SAXENA NORMAN MONARCH MEDICAL CENTRE WHITTAKER LANE MED CENTRE MILE LANE HEALTH CENTRE RADCLIFFE MEDICAL PRACTICE PEEL GPS TOTTINGTON MEDICAL PRACTICE HUNTLEY MOUNT MEDICAL CENTRE THE RLC SURGERY TOWNSIDE SURGERY WALMERSLEY ROAD MEDICAL PRACTICE SHEKAR ROCK HEALTHCARE LIMITED BLACKFORD HOUSE MEDICAL CENTRE SPRING LANE SURGERY RIBBLESDALE MEDICAL PRACTICE GREYLAND MEDICAL CENTRE GREENMOUNT MEDICAL CENTRE GARDEN CITY MEDICAL CENTRE 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); (3,237); Practice bases range from 62 to 129 %Good = %Very good + %Fairly good 29
32 Waiting times at the GP surgery 30
33 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 % 8% 9% I don't normally have to wait too long I have to wait a bit too long 62% I have to wait far too long No opinion/doesn't apply 62% Don t wait too long 30% 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 43% 76% Lowest Highest 51% 63% Base: All those completing a questionnaire: National (772,842); 2017 (3,267); 2016 (3,386); 2015 (3,478); 2014 (3,636); 2013 (3,905); Practice bases range from 61 to 131; bases range from 3,265 to 8,177 %Wait too long= %Wait a bit too long + %Wait far too long 31
34 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% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% SAXENA RED BANK GROUP PRACTICE WOODBANK SURGERY THE ELMS MEDICAL CENTRE MONARCH MEDICAL CENTRE THE UPLANDS MEDICAL PRACTICE UNSWORTH MEDICAL CENTRE ST GABRIEL'S MEDICAL CENTRE THE BIRCHES MEDICAL CENTRE HUNTLEY MOUNT MEDICAL CENTRE LONGFIELD MEDICAL PRACTICE GREYLAND MEDICAL CENTRE KNOWSLEY MEDICAL CENTRE FAIRFAX GROUP PRACTICE TOWNSIDE SURGERY TOTTINGTON MEDICAL PRACTICE RIBBLESDALE MEDICAL PRACTICE WALMERSLEY ROAD MEDICAL PRACTICE BLACKFORD HOUSE MEDICAL CENTRE ROCK HEALTHCARE LIMITED THE RLC SURGERY RAMSBOTTOM MEDICAL PRACTICE NORMAN WHITTAKER LANE MED CENTRE PEEL GPS MILE LANE HEALTH CENTRE GARDEN CITY MEDICAL CENTRE RADCLIFFE MEDICAL PRACTICE GREENMOUNT MEDICAL CENTRE SPRING LANE SURGERY SHEKAR 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); (3,267); Practice bases range from 61 to
35 Perceptions of care at patients last GP appointment 33
36 Perceptions of care at last GP appointment Q21. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following?* s results National results % Poor (total) results % Poor (total) *Those who say Doesn t apply have been excluded from these results. Very poor Poor Neither good nor poor Good Very good 4% 4% 3% 4% 4% 4% 3% 3% 4% 4% 3% 3% 10% 7% 10% 13% 10% Very poor 34% 35% 36% 36% 34% 52% 54% 51% 47% 52% 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': (3,252; 3,250; 3,133; 3,020; 3,209); National (767,129; 765,505; 735,550; 707,368; 754,335) %Poor = %Very poor + %Poor 34
37 Confidence and trust in the GP Q22. Did you have confidence and trust in the GP you saw or spoke to?* 's results over time s results *Those who say Don t know/can t say have been excluded from these results. Comparison of results June 2013 % Yes % No % 5% 67% Yes, definitely Yes, to some extent No, not at all 95% Yes 5% No National 95% Yes 5% No Practice range in - % Yes Local range - % Yes Lowest Highest 88% 100% Lowest Highest 94% 97% Base: All those completing a questionnaire: National (754,466); 2017 (3,207); 2016 (3,331); 2015 (3,422); 2014 (3,585); 2013 (3,847); Practice bases range from 62 to 128; bases range from 3,195 to 7,938 %Yes = %Yes, definitely + %Yes, to some extent 35
38 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?* Percentage of patients saying they have trust and confidence in their GP 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% UNSWORTH MEDICAL CENTRE THE RLC SURGERY PEEL GPS ST GABRIEL'S MEDICAL CENTRE THE UPLANDS MEDICAL PRACTICE WOODBANK SURGERY RED BANK GROUP PRACTICE THE ELMS MEDICAL CENTRE ROCK HEALTHCARE LIMITED WALMERSLEY ROAD MEDICAL PRACTICE RADCLIFFE MEDICAL PRACTICE MONARCH MEDICAL CENTRE TOTTINGTON MEDICAL PRACTICE GARDEN CITY MEDICAL CENTRE RAMSBOTTOM MEDICAL PRACTICE SHEKAR THE BIRCHES MEDICAL CENTRE RIBBLESDALE MEDICAL PRACTICE SAXENA HUNTLEY MOUNT MEDICAL CENTRE Practices National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses FAIRFAX GROUP PRACTICE TOWNSIDE SURGERY GREYLAND MEDICAL CENTRE WHITTAKER LANE MED CENTRE *Those who say Don t know/ can t say have been excluded from these results. MILE LANE HEALTH CENTRE NORMAN GREENMOUNT MEDICAL CENTRE SPRING LANE SURGERY LONGFIELD MEDICAL PRACTICE BLACKFORD HOUSE MEDICAL CENTRE KNOWSLEY MEDICAL CENTRE Base: All those completing a questionnaire excluding 'don't know/ can't say': National (754,466); (3,207); Practice bases range from 62 to 128 %Yes = %Yes, definitely + %Yes, to some extent 36
39 Perceptions of care at patients last nurse appointment 37
40 Perceptions of care at last nurse appointment Q23. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following?* s results National results % Poor (total) results % Poor (total) 6% 7% 8% 12% *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% 3% 3% 2% 7% Very poor 33% 33% 33% 35% 34% 59% 58% 56% 51% 57% Very good Giving you enough time Listening to you Explaining tests and treatments Involving you in decisions about your care Treating you with care and concern Base: All those completing a questionnaire excluding 'doesn't apply': (2,978; 2,961; 2,867; 2,641; 2,920); National (690,213; 684,099; 665,816; 607,788; 675,604) %Poor = %Very poor + %Poor 38
41 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% 74% Yes, definitely Yes, to some extent No, not at all 97% Yes 3% No National 97% Yes 3% No Practice range in - % Yes Local range - % Yes Lowest Highest 90% 100% Lowest Highest 97% 98% Base: All those completing a questionnaire: National (683,080); 2017 (2,955); 2016 (3,057); 2015 (3,082); 2014 (3,254); 2013 (3,476); Practice bases range from 54 to 121; bases range from 2,773 to 6,948 %Yes = %Yes, definitely + %Yes, to some extent 39
42 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?* Percentage of patients saying they have trust and confidence in their nurse 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MONARCH MEDICAL CENTRE WOODBANK SURGERY BLACKFORD HOUSE MEDICAL CENTRE PEEL GPS TOTTINGTON MEDICAL PRACTICE ST GABRIEL'S MEDICAL CENTRE MILE LANE HEALTH CENTRE HUNTLEY MOUNT MEDICAL CENTRE THE UPLANDS MEDICAL PRACTICE TOWNSIDE SURGERY SAXENA ROCK HEALTHCARE LIMITED THE BIRCHES MEDICAL CENTRE LONGFIELD MEDICAL PRACTICE FAIRFAX GROUP PRACTICE RADCLIFFE MEDICAL PRACTICE SHEKAR RIBBLESDALE MEDICAL PRACTICE NORMAN GREENMOUNT MEDICAL CENTRE Practices National average Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses GREYLAND MEDICAL CENTRE SPRING LANE SURGERY WHITTAKER LANE MED CENTRE THE ELMS MEDICAL CENTRE *Those who say Don t know/ can t say have been excluded from these results. WALMERSLEY ROAD MEDICAL PRACTICE RAMSBOTTOM MEDICAL PRACTICE UNSWORTH MEDICAL CENTRE RED BANK GROUP PRACTICE THE RLC SURGERY KNOWSLEY MEDICAL CENTRE GARDEN CITY MEDICAL CENTRE Base: All those completing a questionnaire excluding 'don't know/ can't say': National (683,080); (2,955); Practice bases range from 54 to 121 %Yes = %Yes, definitely + %Yes, to some extent 40
43 Satisfaction with the practice s opening hours 41
44 Satisfaction with opening hours Q25. How satisfied are you with the hours that your GP surgery is open? 's results over time s results Comparison of results June 2013 % Satisfied % Dissatisfied % 5% 35% 5% 44% Very satisfied 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 63% 100% Lowest Highest 76% 81% Base: All those completing a questionnaire: National (795,461); 2017 (3,374); 2016 (3,497); 2015 (3,574); 2014 (3,688); 2013 (3,920); Practice bases range from 66 to 132; bases range from 3,364 to 8,394 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 42
45 Satisfaction with opening hours: how the s practices compare 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% National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% THE ELMS MEDICAL CENTRE HUNTLEY MOUNT MEDICAL CENTRE UNSWORTH MEDICAL CENTRE RAMSBOTTOM MEDICAL PRACTICE ST GABRIEL'S MEDICAL CENTRE KNOWSLEY MEDICAL CENTRE THE BIRCHES MEDICAL CENTRE TOTTINGTON MEDICAL PRACTICE SAXENA WHITTAKER LANE MED CENTRE LONGFIELD MEDICAL PRACTICE PEEL GPS THE UPLANDS MEDICAL PRACTICE NORMAN TOWNSIDE SURGERY MONARCH MEDICAL CENTRE WOODBANK SURGERY THE RLC SURGERY MILE LANE HEALTH CENTRE GARDEN CITY MEDICAL CENTRE FAIRFAX GROUP PRACTICE BLACKFORD HOUSE MEDICAL CENTRE RED BANK GROUP PRACTICE RIBBLESDALE MEDICAL PRACTICE SPRING LANE SURGERY GREYLAND MEDICAL CENTRE RADCLIFFE MEDICAL PRACTICE GREENMOUNT MEDICAL CENTRE WALMERSLEY ROAD MEDICAL PRACTICE SHEKAR ROCK HEALTHCARE LIMITED 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); (3,374); Practice bases range from 66 to 132 %Satisfied = %Very satisfied + %Fairly satisfied 43
46 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. 44
47 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 50% 61% National A health professional called me back 17% 26% A health professional visited me at home 5% 6% I went to A&E 30% 34% I saw a pharmacist 9% 11% I went to another NHS service 23% 33% Can't remember 5% 4% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,736); (548) 45
48 Speed of care provided by out-of-hours service* Q42. How do you feel about how quickly you received care or advice on that occasion? Latest 's results over time About right Took too long 2016 About right Took too long 61% 33% 55% 38% 33% s results 5% It was about right It took too long 61% Don't know/doesn't apply Comparison of results 61% About right 33% Took too long National 61% About right 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 (545); 2016 (594); bases range from 535 to 1,521 46
49 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 No 2016 Yes No 88% 9% 82% 12% s results 9% 4% Yes, definitely Yes, to some extent 43% No, not at all 45% Don't know/can't say Local range % Yes Comparison of results 88% Yes 9% No National 87% Yes 9% No 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 (547); 2016 (597); bases range from 535 to 1,526 %Yes = %Yes, definitely + % Yes, to some extent 47
50 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 67% 14% 65% 17% 15% 7% s results 7% 3% Very good 28% Fairly good Neither good nor poor Fairly poor Very poor 39% Don't know/can't say Comparison of results 67% National 66% Good Good 14% 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 (546); 2016 (594); bases range from 537 to 1,525 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 48
51 Statistical reliability 49
52 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. 50
53 Want to know more? 51
54 Further background information about the survey The survey was sent to c.2.15 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. Past results dating back to 2007 are available for every practice in the UK, allowing meaningful comparisons of patients experiences; the survey is now annual, previously it took place twice a year (June ), and on a quarterly basis (April 2009 March 2011) and annually (January 2007 March 2009). For more information about the survey please visit The overall response rate to the survey is 37.5%, based on 808,332 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: c.2.15m Surveys to adults registered with an English GP practice 808,332 Completed surveys in the 2017 publication 37.5% National response rate 52
55 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 53
56 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. This work has been carried out in accordance with the requirements of the international quality standard for Market Research, ISO 20252:2012, and with the standard Ipsos MORI Terms and Conditions which can be found at
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