NHS Southwark Latest survey results 2017 publication Version 1 Public 1
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
Background, introduction and guidance 3
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 https://gppatient.co.uk/. This slide pack presents some of the key results for NHS Southwark. 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 2017. However, the sample size has remained similar, continuing to provide practice-level data. In NHS Southwark, 15,019 questionnaires were sent out, and 3,894 were returned completed. This represents a response rate of 26%. 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: https://gp-patient.co.uk/surveys-and-reports. Note the numbering may change each publication due to the addition or removal of questions. 4
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
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
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). - 2016: refers to the 2016 publication (fieldwork to September 2015 and January to March 2016). - 2015: refers to the 2015 publication (fieldwork to September 2014 and January to March 2015). - 2014: 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
Overall experience of GP surgeries 8
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 100 90 80 70 60 50 40 30 20 10 0 84 82 78 79 79 6 7 8 9 8 June 2013 % Good % Poor 2014 2015 2016 2017 12% 6% 43% 36% Very good Fairly good Neither good nor poor Fairly poor Very poor 79% Good 8% Poor National 85% Good 5% Poor Practice range in % Good Local range % Good Lowest Highest 53% 94% Lowest Highest 73% 87% Base: All those completing a questionnaire: National (794,704); 2017 (3,827); 2016 (4,224); 2015 (4,326); 2014 (4,831); 2013 (5,138); Practice bases range from 71 to 120; bases range from 2,464 to 7,689 %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor 9
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 73% to 87% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: bases range from 2,464 to 7,689 %Good = %Very good + %Fairly good 10
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 53% to 94% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 71 to 120 %Good = %Very good + %Fairly good 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 Practices National average 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% THE DULWICH MEDICAL CENTRE THE NEW MILL STREET SURGERY DR R KADHIM'S PRACTICE FALMOUTH ROAD GROUP PRACTICE THE GRANGE ROAD PRACTICE DR I SALAU'S PRACTICE DR SMS HOSSAIN'S PRACTICE CONCORDIA PARKSIDE THE LISTER PRIMARY CARE CENTRE MELBOURNE GROVE BERMONDSEY SPA MEDICAL CENTRE ALBION STREET GROUP PRACTICE HURLEY GROUP PRACTICE DR R SHARMA'S PRACTICE DMC CHADWICK ROAD TRAFALGAR SURGERY DR KK MISRA'S PRACTICE FOREST HILL GROUP PRACTICE SIR JOHN KIRK CLOSE SURGERY THE LORDSHIP LANE SURGERY DR AT BRADFORD'S PRACTICE BLACKFRIARS MEDICAL PRACTICE ST GILES SURGERY DR PATEL STERNHALL LANE SURGERY ST JAMES CHURCH SURGERY DR RS DURSTON'S PRACTICE PRINCESS STREET GROUP PRACTICE OLD KENT ROAD SURGERY ELM LODGE SURGERY SURREY DOCKS HEALTH CENTRE PENROSE SURGERY DR RHK SINHA'S PRACTICE THE THREE ZERO SIX MEDICAL CENTRE ST GILES SURGERY THE HAMBLEDEN CLINIC PARK MEDICAL CENTRE THE VILLA STREET MEDICAL CENTRE QUEENS ROAD SURGERY SILVERLOCK THE GARDENS SURGERY THE NUNHEAD SURGERY 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); (3,827); Practice bases range from 71 to 120 %Good = %Very good + %Fairly good 12
Access to GP services 13
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 100 90 80 70 60 50 40 30 20 10 0 75 74 71 68 70 20 22 25 26 25 June 2013 % Easy % Not easy 2014 2015 2016 2017 16% 9% 5% Very easy 25% Fairly easy Not very easy Not at all easy Haven't tried 46% 70% Easy 25% Not easy National 68% Easy 28% Not easy Practice range in - % Easy Local range - % Easy Lowest Highest 28% 90% Lowest Highest 49% 79% Base: All those completing a questionnaire: National (804,177); 2017 (3,876); 2016 (4,317); 2015 (4,408); 2014 (4,911); 2013 (5,259); Practice bases range from 72 to 118; bases range from 2,479 to 7,819 %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy 14
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? Percentage of patients saying it is easy to get through to someone on the phone 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% THE DULWICH MEDICAL CENTRE DR I SALAU'S PRACTICE THE GRANGE ROAD PRACTICE FALMOUTH ROAD GROUP PRACTICE DR SMS HOSSAIN'S PRACTICE THE LISTER PRIMARY CARE CENTRE DR R KADHIM'S PRACTICE THE NEW MILL STREET SURGERY CONCORDIA PARKSIDE MELBOURNE GROVE HURLEY GROUP PRACTICE BERMONDSEY SPA MEDICAL CENTRE FOREST HILL GROUP PRACTICE SURREY DOCKS HEALTH CENTRE ELM LODGE SURGERY DR RS DURSTON'S PRACTICE ALBION STREET GROUP PRACTICE SIR JOHN KIRK CLOSE SURGERY THE GARDENS SURGERY THE LORDSHIP LANE SURGERY ST GILES SURGERY DR PATEL DMC CHADWICK ROAD PRINCESS STREET GROUP PRACTICE SILVERLOCK PARK MEDICAL CENTRE THE THREE ZERO SIX MEDICAL CENTRE ST JAMES CHURCH SURGERY DR AT BRADFORD'S PRACTICE TRAFALGAR SURGERY ST GILES SURGERY OLD KENT ROAD SURGERY PENROSE SURGERY STERNHALL LANE SURGERY BLACKFRIARS MEDICAL PRACTICE THE NUNHEAD SURGERY DR RHK SINHA'S PRACTICE DR KK MISRA'S PRACTICE THE HAMBLEDEN CLINIC THE VILLA STREET MEDICAL CENTRE QUEENS ROAD SURGERY DR R SHARMA'S 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 (804,177); (3,876); Practice bases range from 72 to 118 %Easy = %Very easy + %Fairly easy 15
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 100 90 80 70 60 50 40 30 20 10 0 88 87 85 85 85 10 12 14 13 13 June 2013 % Helpful % Not helpful 2014 2015 2016 2017 4% Very helpful 10% Fairly helpful 42% Not very helpful Not at all helpful 43% Don't know 85% Helpful 13% Not helpful National 87% Helpful 11% Not helpful Practice range in - % Helpful Local range - % Helpful Lowest Highest 58% 97% Lowest Highest 78% 89% Base: All those completing a questionnaire: National (803,718); 2017 (3,865); 2016 (4,304); 2015 (4,407); 2014 (4,902); 2013 (5,256); Practice bases range from 72 to 119; bases range from 2,480 to 7,799 %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful 16
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 NEW MILL STREET SURGERY THE DULWICH MEDICAL CENTRE DR I SALAU'S PRACTICE FALMOUTH ROAD GROUP PRACTICE DR SMS HOSSAIN'S PRACTICE THE GRANGE ROAD PRACTICE MELBOURNE GROVE BERMONDSEY SPA MEDICAL CENTRE DMC CHADWICK ROAD CONCORDIA PARKSIDE THE LISTER PRIMARY CARE CENTRE FOREST HILL GROUP PRACTICE ALBION STREET GROUP PRACTICE DR RS DURSTON'S PRACTICE THE LORDSHIP LANE SURGERY DR R KADHIM'S PRACTICE SIR JOHN KIRK CLOSE SURGERY BLACKFRIARS MEDICAL PRACTICE ST GILES SURGERY DR PATEL PENROSE SURGERY ST JAMES CHURCH SURGERY TRAFALGAR SURGERY DR KK MISRA'S PRACTICE DR R SHARMA'S PRACTICE PRINCESS STREET GROUP PRACTICE QUEENS ROAD SURGERY HURLEY GROUP PRACTICE ELM LODGE SURGERY SILVERLOCK SURREY DOCKS HEALTH CENTRE THE GARDENS SURGERY THE HAMBLEDEN CLINIC DR RHK SINHA'S PRACTICE DR AT BRADFORD'S PRACTICE ST GILES SURGERY OLD KENT ROAD SURGERY THE THREE ZERO SIX MEDICAL CENTRE THE VILLA STREET MEDICAL CENTRE THE NUNHEAD SURGERY PARK MEDICAL CENTRE STERNHALL LANE SURGERY 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); (3,865); Practice bases range from 72 to 119 %Helpful = %Very helpful + %Fairly helpful 17
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 100 90 80 70 60 50 40 30 20 10 0 29% 36% Booking appointments online 24% 34% Ordering repeat prescriptions online 8% Accessing my medical records online 15% 9% 9% None of these 49% 46% Don't know Practice range within National Base: All those completing a questionnaire: National (782,347); (3,746); Practice bases range from 70 to 115 Comparisons are indicative only: differences may not be statistically significant 18
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 100 90 80 70 60 50 40 30 20 10 0 8% 9% 7% Booking appointments online 12% Ordering repeat prescriptions online 2% 2% Accessing my medical records online 86% 83% None of these Practice range within National Base: All those completing a questionnaire: National (786,183); (3,767); Practice bases range from 72 to 117 Comparisons are indicative only: differences may not be statistically significant 19
Making an appointment 20
Success in getting an appointment 100 90 80 70 60 50 40 30 20 10 0 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 82 81 80 80 82 13 16 15 15 13 June 2013 % Yes % No 2014 2015 2016 2017 13% 13% 4% s results 69% Yes Yes, but I had to call back closer to or on the day No Can't remember Comparison of results 82% Yes 13% No National 84% Yes 11% No Practice range in - % Yes Local range - % Yes Lowest Highest 67% 92% Lowest Highest 73% 88% Base: All those completing a questionnaire: National (772,293); 2017 (3,718); 2016 (4,133); 2015 (4,227); 2014 (4,681); 2013 (5,022); Practice bases range from 68 to 118; bases range from 2,378 to 7,450 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 21
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? 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% FALMOUTH ROAD GROUP PRACTICE DR I SALAU'S PRACTICE DMC CHADWICK ROAD SIR JOHN KIRK CLOSE SURGERY THE GRANGE ROAD PRACTICE CONCORDIA PARKSIDE DR R KADHIM'S PRACTICE HURLEY GROUP PRACTICE BERMONDSEY SPA MEDICAL CENTRE THE NEW MILL STREET SURGERY TRAFALGAR SURGERY SILVERLOCK DR KK MISRA'S PRACTICE THE DULWICH MEDICAL CENTRE ST JAMES CHURCH SURGERY DR RHK SINHA'S PRACTICE STERNHALL LANE SURGERY PARK MEDICAL CENTRE ALBION STREET GROUP PRACTICE DR SMS HOSSAIN'S PRACTICE ELM LODGE SURGERY PRINCESS STREET GROUP PRACTICE OLD KENT ROAD SURGERY PENROSE SURGERY THE LISTER PRIMARY CARE CENTRE ST GILES SURGERY DR PATEL QUEENS ROAD SURGERY THE HAMBLEDEN CLINIC DR R SHARMA'S PRACTICE DR RS DURSTON'S PRACTICE THE VILLA STREET MEDICAL CENTRE THE LORDSHIP LANE SURGERY THE NUNHEAD SURGERY SURREY DOCKS HEALTH CENTRE BLACKFRIARS MEDICAL PRACTICE DR AT BRADFORD'S PRACTICE ST GILES SURGERY THE THREE ZERO SIX MEDICAL CENTRE MELBOURNE GROVE THE GARDENS SURGERY FOREST HILL GROUP 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 (772,293); (3,718); Practice bases range from 68 to 118 %Yes = %Yes + %Yes, but I had to call back closer to or on the day 22
Convenience of appointment Q15. How convenient was the appointment you were able to get? 's results over time s results Comparison of results 100 90 80 70 60 50 40 30 20 10 0 % Convenient % Not convenient 89 89 87 86 87 11 11 13 14 13 June 2013 2014 2015 2016 2017 11% Very convenient Fairly convenient 41% Not very convenient 47% Not at all convenient 87% Convenient 13% Not convenient National 92% Convenient 8% Not convenient Practice range in - % Convenient Local range - % Convenient Lowest Highest 74% 99% Lowest Highest 85% 92% Base: All those able to get an appointment: National (658,980); 2017 (3,001); 2016 (3,279); 2015 (3,386); 2014 (3,813); 2013 (4,146); Practice bases range from 51 to 95; bases range from 2,035 to 5,887 %Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + %Not at all convenient 23
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% DR SMS HOSSAIN'S PRACTICE BERMONDSEY SPA MEDICAL CENTRE DR RHK SINHA'S PRACTICE FOREST HILL GROUP PRACTICE SIR JOHN KIRK CLOSE SURGERY FALMOUTH ROAD GROUP PRACTICE PRINCESS STREET GROUP PRACTICE STERNHALL LANE SURGERY THE DULWICH MEDICAL CENTRE THE NEW MILL STREET SURGERY DR R SHARMA'S PRACTICE DMC CHADWICK ROAD CONCORDIA PARKSIDE THE GRANGE ROAD PRACTICE DR I SALAU'S PRACTICE THE LISTER PRIMARY CARE CENTRE ALBION STREET GROUP PRACTICE THE LORDSHIP LANE SURGERY SURREY DOCKS HEALTH CENTRE HURLEY GROUP PRACTICE TRAFALGAR SURGERY OLD KENT ROAD SURGERY DR RS DURSTON'S PRACTICE ELM LODGE SURGERY THE THREE ZERO SIX MEDICAL CENTRE ST GILES SURGERY DR PATEL THE VILLA STREET MEDICAL CENTRE PENROSE SURGERY DR R KADHIM'S PRACTICE ST JAMES CHURCH SURGERY MELBOURNE GROVE THE NUNHEAD SURGERY SILVERLOCK QUEENS ROAD SURGERY DR KK MISRA'S PRACTICE THE HAMBLEDEN CLINIC BLACKFRIARS MEDICAL PRACTICE THE GARDENS SURGERY DR AT BRADFORD'S PRACTICE ST GILES SURGERY PARK 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); (3,001); Practice bases range from 51 to 95 %Convenient = %Very convenient + %Fairly convenient 24
Convenience of appointment (rebased to include those unable to get an appointment) Q15. How convenient was the appointment you were able to get? (rebased) s results* Comparison of results 10% 14% 35% Very convenient Fairly convenient Not very convenient 75% National 81% Not at all convenient Convenient Convenient 40% Unable to get an appointment 25% 19% Not convenient/ unable to get an appointment Not convenient/ unable to get an appointment Practice range in - % Convenient Local range - % Convenient Lowest Highest 55% 88% Lowest Highest 67% 84% * 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 (3,495); Practice bases range from 65 to 108; bases range from 2,278 to 6,838 * %Convenient = %Very convenient + %Fairly convenient %Not/ unable = %Not very convenient + %Not at all convenient + %Unable to get appointment 25
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% FALMOUTH ROAD GROUP PRACTICE SIR JOHN KIRK CLOSE SURGERY DMC CHADWICK ROAD BERMONDSEY SPA MEDICAL CENTRE DR I SALAU'S PRACTICE DR SMS HOSSAIN'S PRACTICE CONCORDIA PARKSIDE THE NEW MILL STREET SURGERY THE GRANGE ROAD PRACTICE DR RHK SINHA'S PRACTICE THE DULWICH MEDICAL CENTRE HURLEY GROUP PRACTICE TRAFALGAR SURGERY STERNHALL LANE SURGERY PRINCESS STREET GROUP PRACTICE ALBION STREET GROUP PRACTICE DR R KADHIM'S PRACTICE DR R SHARMA'S PRACTICE FOREST HILL GROUP PRACTICE THE LISTER PRIMARY CARE CENTRE ELM LODGE SURGERY SILVERLOCK THE LORDSHIP LANE SURGERY SURREY DOCKS HEALTH CENTRE ST JAMES CHURCH SURGERY DR RS DURSTON'S PRACTICE ST GILES SURGERY DR PATEL QUEENS ROAD SURGERY OLD KENT ROAD SURGERY PENROSE SURGERY DR KK MISRA'S PRACTICE THE NUNHEAD SURGERY THE THREE ZERO SIX MEDICAL CENTRE THE HAMBLEDEN CLINIC THE VILLA STREET MEDICAL CENTRE PARK MEDICAL CENTRE MELBOURNE GROVE BLACKFRIARS MEDICAL PRACTICE DR AT BRADFORD'S PRACTICE ST GILES SURGERY THE GARDENS SURGERY 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); (3,495); Practice bases range from 65 to 108 %Convenient = %Very convenient + %Fairly convenient 26
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% 37% 35% Went to the appointment I was offered 21% 20% Got an appointment for a different day 7% 6% 7% 5% Had a consultation over the phone 3% 3% 5% 6% Went to A&E Saw a pharmacist Used another NHS service 11% 13% Decided to contact my surgery another time 13% 15% Didn t see or speak to anyone National Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (110,834); (792) Comparisons are indicative only: differences may not be statistically significant 27
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 100 90 80 70 60 50 40 30 20 10 0 74 71 67 67 69 11 15 16 16 16 June 2013 % Good % Poor 2014 2015 2016 2017 15% 10% 6% Very good 28% Fairly good Neither good nor poor Fairly poor Very poor 41% 69% Good 16% Poor National 73% Good 13% Poor Practice range in - % Good Local range - % Good Lowest Highest 41% 93% Lowest Highest 58% 77% Base: All those completing a questionnaire: National (768,706); 2017 (3,709); 2016 (4,105); 2015 (4,240); 2014 (4,670); 2013 (5,035); Practice bases range from 69 to 116; bases range from 2,369 to 7,457 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 28
Overall experience of making an appointment: how the s practices compare Q18. Overall, how would you describe your experience of making an appointment? Percentage of patients saying they had a good experience of making an appointment 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% THE DULWICH MEDICAL CENTRE THE NEW MILL STREET SURGERY FALMOUTH ROAD GROUP PRACTICE DR I SALAU'S PRACTICE CONCORDIA PARKSIDE THE GRANGE ROAD PRACTICE ALBION STREET GROUP PRACTICE BERMONDSEY SPA MEDICAL CENTRE DMC CHADWICK ROAD HURLEY GROUP PRACTICE DR R KADHIM'S PRACTICE FOREST HILL GROUP PRACTICE DR SMS HOSSAIN'S PRACTICE THE LISTER PRIMARY CARE CENTRE SURREY DOCKS HEALTH CENTRE THE LORDSHIP LANE SURGERY DR R SHARMA'S PRACTICE SIR JOHN KIRK CLOSE SURGERY MELBOURNE GROVE ELM LODGE SURGERY QUEENS ROAD SURGERY TRAFALGAR SURGERY DR RS DURSTON'S PRACTICE DR RHK SINHA'S PRACTICE THE GARDENS SURGERY THE THREE ZERO SIX MEDICAL CENTRE STERNHALL LANE SURGERY DR KK MISRA'S PRACTICE DR AT BRADFORD'S PRACTICE ST GILES SURGERY DR PATEL PRINCESS STREET GROUP PRACTICE PARK MEDICAL CENTRE PENROSE SURGERY BLACKFRIARS MEDICAL PRACTICE THE HAMBLEDEN CLINIC THE VILLA STREET MEDICAL CENTRE ST GILES SURGERY ST JAMES CHURCH SURGERY OLD KENT ROAD SURGERY SILVERLOCK THE NUNHEAD SURGERY 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); (3,709); Practice bases range from 69 to 116 %Good = %Very good + %Fairly good 29
Waiting times at the GP surgery 30
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 100 90 80 70 60 50 40 30 20 10 0 % Don't wait too long % Wait too long 48 48 46 45 June 2013 2014 47 46 2015 46 51 45 41 2016 2017 12% 29% 8% I don't normally have to wait too long 51% I have to wait a bit too long I have to wait far too long No opinion/doesn't apply 51% Don t wait too long 41% 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 15% 72% Lowest Highest 41% 63% Base: All those completing a questionnaire: National (772,842); 2017 (3,722); 2016 (4,132); 2015 (4,246); 2014 (4,690); 2013 (5,042); Practice bases range from 69 to 116; bases range from 2,368 to 7,485 %Wait too long= %Wait a bit too long + %Wait far too long 31
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% DR R KADHIM'S PRACTICE FALMOUTH ROAD GROUP PRACTICE DR SMS HOSSAIN'S PRACTICE THE NEW MILL STREET SURGERY DR I SALAU'S PRACTICE CONCORDIA PARKSIDE DR AT BRADFORD'S PRACTICE ST GILES SURGERY DR PATEL THE GRANGE ROAD PRACTICE TRAFALGAR SURGERY THE LORDSHIP LANE SURGERY OLD KENT ROAD SURGERY DR RHK SINHA'S PRACTICE PARK MEDICAL CENTRE DR RS DURSTON'S PRACTICE DR R SHARMA'S PRACTICE SIR JOHN KIRK CLOSE SURGERY QUEENS ROAD SURGERY SURREY DOCKS HEALTH CENTRE STERNHALL LANE SURGERY THE DULWICH MEDICAL CENTRE BLACKFRIARS MEDICAL PRACTICE DMC CHADWICK ROAD BERMONDSEY SPA MEDICAL CENTRE HURLEY GROUP PRACTICE ALBION STREET GROUP PRACTICE THE LISTER PRIMARY CARE CENTRE FOREST HILL GROUP PRACTICE SILVERLOCK THE THREE ZERO SIX MEDICAL CENTRE MELBOURNE GROVE PENROSE SURGERY THE HAMBLEDEN CLINIC PRINCESS STREET GROUP PRACTICE ELM LODGE SURGERY ST GILES SURGERY THE GARDENS SURGERY THE NUNHEAD SURGERY DR KK MISRA'S PRACTICE THE VILLA STREET MEDICAL CENTRE ST JAMES CHURCH SURGERY 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); (3,722); Practice bases range from 69 to 116 32
Perceptions of care at patients last GP appointment 33
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% 6% 5% 5% 7% 7% 4% 3% 3% 4% 4% 9% 12% 13% 16% 11% Very poor 41% 41% 41% 40% 40% 41% 45% 42% 37% 42% 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': (3,692; 3,683; 3,553; 3,455; 3,641); National (767,129; 765,505; 735,550; 707,368; 754,335) %Poor = %Very poor + %Poor 34
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 100 90 80 70 60 50 40 30 20 10 0 94 93 93 93 94 6 7 7 7 6 June 2013 % Yes % No 2014 2015 2016 2017 36% 6% 59% Yes, definitely Yes, to some extent No, not at all 94% Yes 6% No National 95% Yes 5% No Practice range in - % Yes Local range - % Yes Lowest Highest 83% 100% Lowest Highest 91% 96% Base: All those completing a questionnaire: National (754,466); 2017 (3,616); 2016 (3,991); 2015 (4,104); 2014 (4,563); 2013 (4,905); Practice bases range from 65 to 114; bases range from 2,326 to 7,182 %Yes = %Yes, definitely + %Yes, to some extent 35
Confidence and trust in the GP: how the s practices compare Q22. Did you have confidence and trust in the GP you saw or spoke to?* *Those who say Don t know/ can t say have been excluded from these results. Percentage of patients saying they have trust and confidence in their GP 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% DR I SALAU'S PRACTICE THE LISTER PRIMARY CARE CENTRE DR R KADHIM'S PRACTICE THE NEW MILL STREET SURGERY THE GRANGE ROAD PRACTICE MELBOURNE GROVE DR R SHARMA'S PRACTICE FALMOUTH ROAD GROUP PRACTICE THE LORDSHIP LANE SURGERY TRAFALGAR SURGERY CONCORDIA PARKSIDE DR RHK SINHA'S PRACTICE STERNHALL LANE SURGERY BERMONDSEY SPA MEDICAL CENTRE THE DULWICH MEDICAL CENTRE DR AT BRADFORD'S PRACTICE PARK MEDICAL CENTRE DR SMS HOSSAIN'S PRACTICE FOREST HILL GROUP PRACTICE PENROSE SURGERY SILVERLOCK DR KK MISRA'S PRACTICE ALBION STREET GROUP PRACTICE DMC CHADWICK ROAD SURREY DOCKS HEALTH CENTRE HURLEY GROUP PRACTICE ELM LODGE SURGERY THE HAMBLEDEN CLINIC BLACKFRIARS MEDICAL PRACTICE ST GILES SURGERY DR PATEL ST JAMES CHURCH SURGERY DR RS DURSTON'S PRACTICE QUEENS ROAD SURGERY SIR JOHN KIRK CLOSE SURGERY OLD KENT ROAD SURGERY THE THREE ZERO SIX MEDICAL CENTRE THE NUNHEAD SURGERY THE GARDENS SURGERY PRINCESS STREET GROUP PRACTICE ST GILES SURGERY THE VILLA STREET 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 excluding 'don't know/ can't say': National (754,466); (3,616); Practice bases range from 65 to 114 %Yes = %Yes, definitely + %Yes, to some extent 36
Perceptions of care at patients last nurse appointment 37
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) *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% results % Poor (total) 3% 4% 3% 4% 5% 3% 3% 3% 10% 11% 12% 17% 10% Very poor 43% 42% 42% 41% 41% 44% 43% 43% 38% 44% 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': (3,139; 3,127; 3,027; 2,834; 3,062); National (690,213; 684,099; 665,816; 607,788; 675,604) %Poor = %Very poor + %Poor 38
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 100 90 80 70 60 50 40 30 20 10 0 95 94 95 94 94 5 6 5 6 6 June 2013 % Yes % No 2014 2015 2016 2017 35% 6% 60% Yes, definitely Yes, to some extent No, not at all 94% Yes 6% No National 97% Yes 3% No Practice range in - % Yes Local range - % Yes Lowest Highest 82% 100% Lowest Highest 92% 98% Base: All those completing a questionnaire: National (683,080); 2017 (3,058); 2016 (3,377); 2015 (3,500); 2014 (3,891); 2013 (4,184); Practice bases range from 40 to 96; bases range from 1,965 to 6,238 %Yes = %Yes, definitely + %Yes, to some extent 39
Confidence and trust in the nurse: how the s practices compare Q24. Did you have confidence and trust in the nurse you saw or spoke to?* *Those who say Don t know/ can t say have been excluded from these results. Percentage of patients saying they have trust and confidence in their nurse 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% BERMONDSEY SPA MEDICAL CENTRE DR R SHARMA'S PRACTICE MELBOURNE GROVE THE LISTER PRIMARY CARE CENTRE SIR JOHN KIRK CLOSE SURGERY THE LORDSHIP LANE SURGERY THE GRANGE ROAD PRACTICE DR AT BRADFORD'S PRACTICE DR I SALAU'S PRACTICE DR RS DURSTON'S PRACTICE SURREY DOCKS HEALTH CENTRE THE NEW MILL STREET SURGERY TRAFALGAR SURGERY FALMOUTH ROAD GROUP PRACTICE CONCORDIA PARKSIDE QUEENS ROAD SURGERY OLD KENT ROAD SURGERY DR KK MISRA'S PRACTICE STERNHALL LANE SURGERY THE DULWICH MEDICAL CENTRE ELM LODGE SURGERY PENROSE SURGERY SILVERLOCK DR SMS HOSSAIN'S PRACTICE DMC CHADWICK ROAD DR RHK SINHA'S PRACTICE ALBION STREET GROUP PRACTICE ST JAMES CHURCH SURGERY PRINCESS STREET GROUP PRACTICE THE THREE ZERO SIX MEDICAL CENTRE THE GARDENS SURGERY HURLEY GROUP PRACTICE FOREST HILL GROUP PRACTICE THE HAMBLEDEN CLINIC PARK MEDICAL CENTRE DR R KADHIM'S PRACTICE ST GILES SURGERY THE VILLA STREET MEDICAL CENTRE BLACKFRIARS MEDICAL PRACTICE THE NUNHEAD SURGERY ST GILES SURGERY DR PATEL 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); (3,058); Practice bases range from 40 to 96 %Yes = %Yes, definitely + %Yes, to some extent 40
Satisfaction with the practice s opening hours 41
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 100 90 80 70 60 50 40 30 20 10 0 79 77 75 73 74 8 10 11 11 11 June 2013 % Satisfied % Dissatisfied 2014 2015 2016 2017 11% 8% 3% 4% Very satisfied 40% 35% Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied I'm not sure when my GP surgery is open 74% Satisfied 11% Dissatisfied National 76% Satisfied 9% Dissatisfied Practice range in - % Satisfied Local range - % Satisfied Lowest Highest 58% 92% Lowest Highest 70% 81% Base: All those completing a questionnaire: National (795,461); 2017 (3,823); 2016 (4,232); 2015 (4,329); 2014 (4,834); 2013 (5,148); Practice bases range from 70 to 120; bases range from 2,469 to 7,704 %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied 42
Satisfaction with opening hours: how the s practices compare Q25. How satisfied are you with the hours that your GP surgery is open? Percentage of patients saying they are satisfied with the hours their GP surgery is open 100% Practices National average 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% THE DULWICH MEDICAL CENTRE FALMOUTH ROAD GROUP PRACTICE THE GRANGE ROAD PRACTICE THE NEW MILL STREET SURGERY DR R KADHIM'S PRACTICE CONCORDIA PARKSIDE BERMONDSEY SPA MEDICAL CENTRE MELBOURNE GROVE DMC CHADWICK ROAD THE THREE ZERO SIX MEDICAL CENTRE THE LISTER PRIMARY CARE CENTRE ELM LODGE SURGERY SURREY DOCKS HEALTH CENTRE ST GILES SURGERY DR PATEL DR I SALAU'S PRACTICE ST JAMES CHURCH SURGERY ALBION STREET GROUP PRACTICE HURLEY GROUP PRACTICE FOREST HILL GROUP PRACTICE ST GILES SURGERY PENROSE SURGERY DR R SHARMA'S PRACTICE DR RS DURSTON'S PRACTICE STERNHALL LANE SURGERY QUEENS ROAD SURGERY DR RHK SINHA'S PRACTICE THE VILLA STREET MEDICAL CENTRE THE HAMBLEDEN CLINIC PRINCESS STREET GROUP PRACTICE TRAFALGAR SURGERY THE LORDSHIP LANE SURGERY DR AT BRADFORD'S PRACTICE SIR JOHN KIRK CLOSE SURGERY THE GARDENS SURGERY DR KK MISRA'S PRACTICE PARK MEDICAL CENTRE DR SMS HOSSAIN'S PRACTICE SILVERLOCK BLACKFRIARS MEDICAL PRACTICE THE NUNHEAD SURGERY OLD KENT ROAD SURGERY 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); (3,823); Practice bases range from 70 to 120 %Satisfied = %Very satisfied + %Fairly satisfied 43
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
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 55% 61% National A health professional called me back 24% 26% A health professional visited me at home 5% 6% I went to A&E 34% 41% I saw a pharmacist 15% 11% I went to another NHS service 21% 23% 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); (643) 45
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? 's results over time s results Comparison of results Latest About right Took too long 58% 33% 33% 9% 58% It was about right It took too long 58% About right National 61% About right 2016 About right Took too long 56% 35% Don't know/doesn't apply 33% Took too long 33% Took too long Local range % About right Lowest Highest 47% 63% * The out-of-hours questions were redesigned for -September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,915); 2017 (642); 2016 (707); bases range from 387 to 1,293 46
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 87% 9% 82% 12% s results 9% 4% Yes, definitely 41% Yes, to some extent No, not at all 46% Don't know/can't say Local range % Yes Comparison of results 87% Yes 9% No National 87% Yes 9% No Lowest Highest 79% 90% * The out-of-hours questions were redesigned for -September 2015 fieldwork to reflect changes to service provision. As such, comparisons are only available from 2016. Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (124,851); 2017 (636); 2016 (715); bases range from 390 to 1,304 %Yes = %Yes, definitely + % Yes, to some extent 47
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 63% 16% 60% 17% 18% 11% s results 6% 26% 37% Very good Fairly good Neither good nor poor Fairly poor Very poor Don't know/can't say Comparison of results 63% National 66% Good Good 16% 15% Poor Poor Local range - % Good Lowest Highest 51% 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 (645); 2016 (714); bases range from 391 to 1,299 %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor 48
Statistical reliability 49
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 808,332 0.09 0.14 0.15 4,000 1.18 1.86 2.07 Practice 100 5.05 9.41 11.3 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
Want to know more? 51
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 2011-2016), and on a quarterly basis (April 2009 March 2011) and annually (January 2007 March 2009). For more information about the survey please visit https://gp-patient.co.uk/. 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 2011-2012 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: https://gp-patient.co.uk/surveysandreports 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
Where to go to do further analysis For reports which show the National results broken down by and Practice, go to https://gp-patient.co.uk/surveysandreports - you can also see previous years results here. To analyse the survey data for a specific participant group (e.g. by age), go to http://results.gp-patient.co.uk/report/1/rt1_profiles.aspx To break down the survey results by survey question as well as by participant demographics, go to http://results.gp-patient.co.uk/report/6/rt3_result.aspx To look at trends in responses and study the survey data by different participant groups, go to http://results.gppatient.co.uk/report/12/rt1_profiles.aspx For general FAQs about the GP Patient Survey, go to https://gp-patient.co.uk/faq 53
For further information about the GP Patient Survey, please get in touch with the GPPS team at Ipsos MORI at GPPatientSurvey@Ipsos-MORI.com 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 http://www.ipsosmori.com/terms. 2017 54