NHS HOUNSLOW CCG Latest survey results · • Ipsos MORI administers the survey on behalf of NHS...

18-042653-01 | Version 1 | Public © Ipsos MORI

1

Version 1| Public

© Ipsos MORI 18-042653-01 | Version 1 | Public

NHS HOUNSLOW CCG

Latest survey results July 2019 publication


2

Contents

Background, introduction and guidance

Overall experience of GP practice

Local GP services

Access to online services

Making an appointment

Perceptions of care at patients’ last appointment

Managing health conditions

Satisfaction with general practice appointment times

Services when GP practice is closed

Statistical reliability

Want to know more?


3


Background, introduction

and guidance


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 https://gp-patient.co.uk/.

• This slide pack presents some of the key results for NHS HOUNSLOW CCG.

• The data in this slide pack are based on the July 2019 GPPS publication.

• In NHS HOUNSLOW CCG, 18,905 questionnaires were sent out, and 5,054 were returned completed. This represents a response rate of 27%.

• In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https://gp-patient.co.uk/surveysandreports.

https://gp-patient.co.uk/



https://www.england.nhs.uk/wp-content/uploads/2016/04/gpfv.pdf

https://gp-patient.co.uk/surveysandreports




5

Introduction

• The GP Patient Survey measures patients’ experiences across a range of topics, including:

- Your local GP services

- Making an appointment

- Your last appointment

- Overall experience

- Your health

- When your GP practice is closed

- NHS Dentistry

- Some questions about you

• The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations.

• 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.

• The data provide a snapshot of patient experience at a given time, and are updated annually.

• Given the consistency of the survey across organisations, 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 CCGs 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.

• This pack includes trend data, beginning in 2018. Following the extensive changes to the questionnaire in 2018, all questions at CCG and practice level are not comparable prior to this year.


6

Guidance on how to use the data

• Comparison of a CCG’s results against the national average: this allows benchmarking of the results to identify whether the CCG is performing well, poorly, or in line with others. The CCG may wish to focus on areas where it compares less favourably.

• Considering questions where there is a larger range in responses among practices or CCGs: this highlights areas in which greater improvements may be possible, as some CCGs or practices are performing significantly better than others nearby. The CCG may wish to focus on areas with a larger range in the results.

• Comparison of practices’ results within a CCG: this can identify practices within a CCG that seem to be over-performing or under-performing compared with others. The CCG 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.

The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services:

*Images used in this slide are for example purposes only

*


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: CCG 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 CCGs/practices across each band.

• Trends:

- Latest / 2019: refers to the July 2019 publication (fieldwork January to March 2019)

- 2018: refers to the August 2018 publication (fieldwork January to March 2018)

• For further information on using the data please refer to the end of this slide pack.

* More than 0% but less

than 0.5%

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, or cases

where multiple responses are allowed.

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.


8




9

83%

8%


39%

39%

14%

6% Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

Q31. Overall, how would you describe your experience of your GP practice?

National

6%

Good

Poor

%Good = %Very good + %Fairly good

%Poor = %Very poor + %Fairly poor

Base: All those completing a questionnaire: National (760,037); CCG 2019 (4,985); CCG 2018 (4,766); Practice bases range from 57 to 130; CCG bases

range from 2,377 to 8,129

CCG’s results Comparison of results

78%

Good

Poor

CCG

80 78

7 8 0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Good % Poor

CCG’s results over time

Practice range in CCG – % Good Local CCG range – % Good

Lowest Performing

Highest Performing

62% 97%

Lowest Performing

Highest Performing

74% 88%


10

Overall experience:

how the CCG’s results compare to other local CCGs

Comparisons are indicative only: differences may not be statistically significant

74%

88%

Percentage of patients saying ‘good’

Base: All those completing a questionnaire: CCG bases range from 2,377 to 8,129 %Good = %Very good + %Fairly good


The CCG represented by this pack is highlighted in red

Results range from

to


11

Overall experience:

how the CCG’s practices compare

Percentage of patients saying ‘good’

Base: All those completing a questionnaire: Practice bases range from 57 to 130



Results range from

to

62%

97%



12

Overall experience:


Percentage of patients saying ‘good’ CCG Practices National

Base: All those completing a questionnaire: National (760,037); CCG 2019 (4,985); Practice bases range from 57 to 130


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13

Overall experience:


Percentage of patients saying ‘good’ CCG Practices National



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14


Local GP services


15

22%

44%

23%

11%

Very easy

Fairly easy

Not very easy

Not at all easy

68%

33%

Ease of getting through to GP practice on the phone

Q1. Generally, how easy is it to get through to someone at your GP practice on the phone?

32%

Easy

Not easy

Base: All those completing a questionnaire excluding 'Haven't tried': National (742,537); CCG 2019 (4,838); CCG 2018 (4,655); Practice bases range

from 57 to 129; CCG bases range from 2,324 to 7,930

67%

Easy

Not easy

70 67

30 33

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Easy % Not easy

%Easy = %Very easy + %Fairly easy

%Not easy = %Not very easy + %Not at all easy

Practice range in CCG – % Easy Local CCG range – % Easy

Lowest Performing

Highest Performing

35% 99%

Lowest Performing

Highest Performing

52% 83%

CCG’s results Comparison of results CCG’s results over time

National CCG


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Ease of getting through to GP practice on the phone:


Percentage of patients saying it is ‘easy’ to get through to someone on the phone

Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742,537); CCG 2019 (4,838); Practice bases range from 57 to 129 %Easy = %Very easy + %Fairly easy



CCG Practices National


17

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Ease of getting through to GP practice on the phone:


Percentage of patients saying it is ‘easy’ to get through to someone on the phone

Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742,537); CCG 2019 (4,838); Practice bases range from 57 to 129 %Easy = %Very easy + %Fairly easy





18

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46%

10% 3%

Very helpful

Fairly helpful

Not very helpful

Not at all helpful

89%

14%

Helpfulness of receptionists at GP practice

Q2. How helpful do you find the receptionists at your GP practice?

11%

Helpful

Not helpful

Base: All those completing a questionnaire excluding ‘Don’t know’: National (751,111); CCG 2019 (4,926); CCG 2018 (4,731); Practice bases range


86%

Helpful

Not helpful

87 86

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40

50

60

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80

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100

2018 2019

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%Helpful = %Very helpful + %Fairly helpful

%Not helpful = %Not very helpful + %Not at all helpful

Practice range in CCG – % Helpful Local CCG range – % Helpful

Lowest Performing

Highest Performing

76% 100%

Lowest Performing

Highest Performing

81% 92%


National CCG


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Helpfulness of receptionists at GP practice:


Percentage of patients saying receptionists at the GP practice are ‘helpful’

Base: All those completing a questionnaire excluding ‘Don’t know’: National (751,111); CCG 2019 (4,926); Practice bases range from 57 to 131 %Helpful = %Very helpful + %Fairly helpful





20

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Helpfulness of receptionists at GP practice:


Percentage of patients saying receptionists at the GP practice are ‘helpful’

Base: All those completing a questionnaire excluding ‘Don’t know’: National (751,111); CCG 2019 (4,926); Practice bases range from 57 to 131 %Helpful = %Very helpful + %Fairly helpful





21


Access to online services


22

48%

40%

16%

10%

33%

44% 41%

15%

7%

40%

0

10

20

30

40

50

60

70

80

90

100

Bookingappointments

online

Ordering repeatprescriptions

online

Accessing mymedical records

online

None of these Don't know

CCG

National

Awareness of online services


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Q4. As far as you know, which of the following online services does your GP practice offer?

Practice range

within CCG


23

Online service use

19% 18%

6%

71%

15% 16%

4%

76%

0

10

20

30

40

50

60

70

80

90

100

Booking appointmentsonline

Ordering repeatprescriptions online

Accessing my medicalrecords online

None of these

CCG

National

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past 12 m

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s

Practice range

within CCG


Q5. Which of the following general practice online services have you used in the past 12 months?



24

77%

25%

Ease of use of online services

Q6. How easy is it to use your GP practice’s website to look for information or access services?*

23%

Easy

Not easy

Base: All those completing a questionnaire excluding 'Haven't tried': National (259,817); CCG 2019 (2,014); CCG 2018 (1,623); Practice bases range

from 10 to 68; CCG bases range from 929 to 3,006

75%

Easy

Not easy


%Not easy = %Not very easy + %Not at all easy

Practice range in CCG – % Easy Local CCG range – % Easy

Lowest Performing

Highest Performing

44% 92%

Lowest Performing

Highest Performing

66% 79%

29%

46%

17%

8%

Very easy

Fairly easy

Not very easy

Not at all easy

75 75

25 25

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Easy % Not easy

*Those who say ‘Haven’t tried’ (55%) have been excluded from these results.


National CCG


25

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10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

MA

NO

R H

OU

SE

PR

AC

TIC

E

AR

GY

LE

HE

AL

TH

-IS

LEW

OR

TH

PR

AC

TIC

E

CR

OS

SL

AN

DS

SU

RG

ER

Y

LIV

ING

CA

RE

HE

ST

ON

CL

IFF

OR

D R

OA

D S

UR

GE

RY

TH

E P

RA

CT

ICE

FE

LTH

AM

HO

UN

SLO

W M

ED

ICA

L C

EN

TR

E

CR

AN

FO

RD

ME

DIC

AL

CE

NT

RE

AL

BAN

Y P

RA

CT

ICE

TW

ICK

EN

HA

M P

AR

K M

ED

ICA

LC

EN

TR

E

CH

ISW

ICK

FA

MIL

Y D

RS

PR

AC

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E

HA

TT

ON

ME

DIC

AL

PR

AC

TIC

E

BA

TH

RO

AD

SU

RG

ER

Y

QU

EE

NS

PA

RK

ME

DIC

AL

PR

AC

TIC

E

BR

EN

TF

OR

D F

AM

ILY P

RA

CT

ICE

TH

OR

NB

UR

Y R

OA

D C

EN

TR

E F

OR

HE

AL

TH

CA

RL

TO

N S

UR

GE

RY

SK

YW

AYS

ME

DIC

AL C

EN

TR

E

WE

ST4

GP

S

WIL

LOW

PR

AC

TIC

E

TH

E P

RA

CT

ICE

HE

AR

T O

FH

OU

NS

LOW

CC

G

ST D

AV

IDS

PR

AC

TIC

E

BR

EN

TF

OR

D G

RO

UP

PR

AC

TIC

E

GR

EE

NB

RO

OK

BE

DF

ON

T

GR

OV

E P

AR

K T

ER

RA

CE

SU

RG

ER

Y

HO

UN

SLO

W F

AM

ILY

PR

AC

TIC

E

FIR

STC

AR

E P

RA

CT

ICE

GL

EBE

ST

RE

ET S

UR

GE

RY

GR

OV

E V

ILLA

GE

ME

DIC

AL C

EN

TR

E

GR

EE

N P

RA

CT

ICE

CH

ISW

ICK

HEA

LTH

PR

AC

TIC

E

JER

SE

Y P

RA

CT

ICE

GR

OV

E P

AR

K S

UR

GER

Y

CL

IFF

OR

D H

OU

SE

ME

DIC

AL

CE

NT

RE

WE

LL

ES

LEY

RO

AD

PR

AC

TIC

E

HO

LL

Y R

OA

D M

ED

ICA

L C

EN

TR

E

DR

SO

OD

'S P

RA

CTIC

E

PE

NT

EL

OW

PR

AC

TIC

E

SP

RIN

G G

RO

VE

ME

DIC

AL P

RAC

TIC

E

MO

UN

T M

ED

ICA

L C

EN

TR

E

BLU

E W

ING

FA

MIL

Y D

OC

TO

R U

NIT

LIT

TL

E P

AR

K S

UR

GE

RY

ST. M

AR

GA

RE

TS P

RA

CT

ICE

Ease of use of online services:


Percentage of patients saying it is ‘easy’ to use their GP practice’s website


Base: All those completing a questionnaire excluding 'Haven't tried': National (259,817); CCG 2019 (2,014); Practice bases range from 10 to 68

Q6. How easy is it to use your GP practice’s website to look for information or access services?




26

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

KIN

GF

ISH

ER

PR

AC

TIC

E

CH

ES

TN

UT

PR

AC

TIC

E

RE

DW

OO

D P

RA

CT

ICE

GIL

L M

ED

ICA

L P

RA

CT

ICE

Ease of use of online services:


Percentage of patients saying it is ‘easy’ to use their GP practice’s website


Base: All those completing a questionnaire excluding 'Haven't tried': National (259,817); CCG 2019 (2,014); Practice bases range from 10 to 68

Q6. How easy is it to use your GP practice’s website to look for information or access services?




27


Making an appointment


28

10%

55%

9%

37%

Yes, a choice of place

Yes, a choice of time orday

Yes, a choice ofhealthcare professional

No, I was not offered achoice of appointment

62%

37%

Choice of appointment

38%

Yes

No

Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (593,075); CCG 2019

(3,813); CCG 2018 (3,717); Practice bases range from 44 to 109; CCG bases range from 1,902 to 6,085

63%

Yes

No

62 63

38 37

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Yes % No

Q16. On this occasion (when you last tried to make a general practice appointment), were you

offered a choice of appointment?

Practice range in CCG – % Yes Local CCG range – % Yes

Lowest Performing

Highest Performing

40% 89%

Lowest Performing

Highest Performing

57% 74%

%Yes = ‘a choice of place’ and/or ‘a choice of time or

day’ and/or ‘a choice of healthcare professional’


National CCG


29

Choice of appointment:


Percentage of patients saying ‘yes’ they were offered a choice of appointment

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

HO

UN

SLO

W M

ED

ICA

L C

EN

TR

E

CR

OS

SL

AN

DS

SU

RG

ER

Y

AL

BAN

Y P

RA

CT

ICE

WE

ST

4 G

PS

LIV

ING

CA

RE

HE

ST

ON

GR

OV

E V

ILLA

GE

ME

DIC

AL C

EN

TR

E

FIR

STC

AR

E P

RA

CT

ICE

GL

EB

E S

TR

EE

T S

UR

GE

RY

SK

YW

AYS

ME

DIC

AL

CE

NT

RE

GR

EE

NB

RO

OK

BE

DFO

NT

TH

OR

NB

UR

Y R

OA

D C

EN

TR

E F

OR

HE

AL

TH

CR

AN

FO

RD

ME

DIC

AL

CE

NTR

E

AR

GY

LE

HE

AL

TH

-IS

LEW

OR

TH

PR

AC

TIC

E

LIT

TL

E P

AR

K S

UR

GE

RY

CA

RL

TO

N S

UR

GER

Y

GR

EE

N P

RA

CTIC

E

BR

EN

TF

OR

D G

RO

UP

PR

AC

TIC

E

TH

E P

RA

CT

ICE

HE

AR

T O

FH

OU

NS

LOW

ST

DA

VID

S P

RA

CT

ICE

CC

G

ST

. M

AR

GA

RE

TS

PR

AC

TIC

E

HO

UN

SLO

W F

AM

ILY

PR

AC

TIC

E

QU

EE

NS

PA

RK

ME

DIC

AL

PR

AC

TIC

E

BR

EN

TFO

RD

FA

MIL

Y P

RA

CT

ICE

BL

UE

WIN

G F

AM

ILY

DO

CT

OR

UN

IT

TW

ICK

EN

HA

M P

AR

K M

ED

ICA

LC

EN

TR

E

GR

OV

E P

AR

K S

UR

GE

RY

CL

IFFO

RD

RO

AD

SU

RG

ER

Y

TH

E P

RA

CT

ICE

FE

LT

HA

M

BA

TH

RO

AD

SU

RG

ER

Y

HA

TT

ON

ME

DIC

AL

PR

AC

TIC

E

CH

ES

TN

UT

PR

AC

TIC

E

DR

SO

OD

'S P

RA

CT

ICE

JER

SE

Y P

RAC

TIC

E

WE

LL

ES

LEY

RO

AD

PR

AC

TIC

E

CH

ISW

ICK

HE

AL

TH

PR

AC

TIC

E

PE

NT

EL

OW

PR

AC

TIC

E

WIL

LOW

PR

AC

TIC

E

CH

ISW

ICK

FA

MIL

Y D

RS

PR

AC

TIC

E

GR

OV

E P

AR

K T

ER

RA

CE

SU

RG

ER

Y

MA

NO

R H

OU

SE

PR

AC

TIC

E

SP

RIN

G G

RO

VE

ME

DIC

AL

PR

AC

TIC

E

HO

LL

Y R

OA

D M

ED

ICA

L C

EN

TR

E

MO

UN

T M

ED

ICA

L C

EN

TR

E

Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (5 93,075); CCG 2019

(3,813); Practice bases range from 44 to 109








30

Choice of appointment:


Percentage of patients saying ‘yes’ they were offered a choice of appointment

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

RE

DW

OO

D P

RA

CT

ICE

CL

IFFO

RD

HO

USE

ME

DIC

AL C

EN

TR

E

GIL

L M

ED

ICA

L P

RA

CT

ICE

KIN

GF

ISH

ER

PR

AC

TIC

E

Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (5 93,075); CCG 2019

(3,813); Practice bases range from 44 to 109








31

70% 74%

70%

24%

7%

Yes, and I accepted anappointment

No, but I still took anappointment

No, and I did not takean appointment

Satisfaction with appointment offered


Lowest Performing

Highest Performing

47% 93%

Lowest Performing

Highest Performing

62% 77%

Base: All who tried to make an appointment since being registered: National (711,867); CCG 2019 (4,624); CCG 2018 (4,479); Practice bases range


69 70

31 30

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Yes % No

Q17. Were you satisfied with the type of appointment (or appointments) you were offered?

6%

24%

7%

No, took appt

20%

Yes, took appt

No, took appt

Yes, took appt

No, didn’t take appt No, didn’t take appt

%No = %No, but I sti l l took an appointment +

%No, and I did not take an appointment


National CCG


32

Satisfaction with appointment offered:


Percentage of patients saying ‘yes’ they were satisfied with the appointment offered

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

AL

BAN

Y P

RA

CT

ICE

CR

AN

FO

RD

ME

DIC

AL C

EN

TR

E

AR

GY

LE

HE

AL

TH

-IS

LEW

OR

TH

PR

AC

TIC

E

SK

YW

AYS

ME

DIC

AL C

EN

TR

E

HO

UN

SLO

W M

ED

ICA

L C

EN

TR

E

LIV

ING

CA

RE

HE

ST

ON

BL

UE

WIN

G F

AM

ILY

DO

CT

OR

UN

IT

BR

EN

TF

OR

D G

RO

UP

PR

AC

TIC

E

TH

OR

NB

UR

Y R

OA

D C

EN

TR

E F

OR

HE

AL

TH

ST. M

AR

GA

RE

TS P

RA

CT

ICE

CR

OS

SL

AN

DS

SU

RG

ER

Y

CL

IFFO

RD

RO

AD

SU

RG

ER

Y

HO

UN

SLO

W F

AM

ILY

PR

AC

TIC

E

QU

EE

NS

PA

RK

ME

DIC

AL P

RA

CT

ICE

BR

EN

TF

OR

D F

AM

ILY P

RA

CT

ICE

TH

E P

RA

CT

ICE

HE

AR

T O

FH

OU

NS

LOW

TH

E P

RA

CT

ICE

FE

LTH

AM

GR

OV

E P

AR

K S

UR

GER

Y

GR

EE

NB

RO

OK

BE

DF

ON

T

CA

RL

TO

N S

UR

GE

RY

CH

ES

TN

UT

PR

AC

TIC

E

WE

LL

ES

LEY

RO

AD

PR

AC

TIC

E

CC

G

FIR

STC

AR

E P

RA

CT

ICE

LIT

TL

E P

AR

K S

UR

GE

RY

GR

OV

E V

ILLA

GE

ME

DIC

AL C

EN

TR

E

CH

ISW

ICK

HE

AL

TH

PR

AC

TIC

E

GR

EE

N P

RA

CTIC

E

WE

ST4

GP

S

HA

TTO

N M

ED

ICAL

PR

AC

TIC

E

JER

SE

Y P

RA

CT

ICE

ST D

AV

IDS

PR

AC

TIC

E

TW

ICK

EN

HA

M P

AR

K M

ED

ICA

LC

EN

TR

E

GLE

BE

ST

RE

ET S

UR

GE

RY

BA

TH

RO

AD

SU

RG

ER

Y

DR

SO

OD

'S P

RA

CTIC

E

PE

NT

EL

OW

PR

AC

TIC

E

SP

RIN

G G

RO

VE

ME

DIC

AL

PR

AC

TIC

E

CH

ISW

ICK

FA

MIL

Y D

RS

PR

AC

TIC

E

GR

OV

E P

AR

K T

ER

RA

CE

SU

RG

ER

Y

WIL

LOW

PR

AC

TIC

E

MO

UN

T M

ED

ICA

L C

EN

TR

E

HO

LL

Y R

OA

D M

ED

ICA

L C

EN

TR

E

GIL

L M

ED

ICA

L P

RA

CT

ICE

Base: All who tried to make an appointment since being registered: National (711,867); CCG 2019 (4,624); Practice bases range from 55 to 125





33

Satisfaction with appointment offered:


Percentage of patients saying ‘yes’ they were satisfied with the appointment offered

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

KIN

GF

ISH

ER

PR

AC

TIC

E

MA

NO

R H

OU

SE

PR

AC

TIC

E

CL

IFF

OR

D H

OU

SE

ME

DIC

AL

CE

NT

RE

RE

DW

OO

D P

RA

CT

ICE






34

15%

6%

18% 14%

8%

17%

11% 12%

27%

14%

8% 12% 10% 10%

21%

12% 11%

29%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Got an

appointment for

a different day

Called an NHS

helpline, such

as NHS 111

Went to A&E Spoke to a

pharmacist

Went to or

contacted

another NHS

service

Decided to

contact my

practice another

time

Looked for

information

online

Spoke to a

friend or family

member

Didn’t see or speak to anyone

CCG

National

What patients do when they are not satisfied with the

appointment offered and do not take it O

f th

ose

wh

o d

eclin

ed

an

ap

po

intm

en

t,

pe

rce

nta

ge

wh

o w

en

t o

n to

do

so

me

thin

g e

lse

Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34,350); CCG 20 19 (232)

Q19. What did you do when you did not take the appointment you were offered?



35

67%

15%

Overall experience of making an appointment

26%

39%

20%

9% 5% Very good

Fairly good


Fairly poor

Very poor

Q22. Overall, how would you describe your experience of making an appointment?

Practice range in CCG – % Good Local CCG range – % Good

16%

Good

Poor

Lowest Performing

Highest Performing

41% 96%

Lowest Performing

Highest Performing

57% 75%


%Poor = %Very poor + %Fairly poor

Base: All who tried to make an appointment since being registered: National (705,310); CCG 2019 (4,604); CCG 2018 (4,470); Practice bases range


65%

Good

Poor

66 65

15 15 0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Good % Poor


National CCG


36

Overall experience of making an appointment:


Percentage of patients saying they had a ‘good’ experience of making an appointment


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

AL

BAN

Y P

RA

CT

ICE

HO

UN

SLO

W M

ED

ICA

L C

EN

TR

E

LIV

ING

CA

RE

HE

ST

ON

CR

AN

FO

RD

ME

DIC

AL

CE

NT

RE

TH

OR

NB

UR

Y R

OA

D C

EN

TR

E F

OR

HE

AL

TH

TH

E P

RA

CT

ICE

FE

LTH

AM

AR

GY

LE

HE

AL

TH

-IS

LEW

OR

TH

PR

AC

TIC

E

CR

OS

SL

AN

DS

SU

RG

ER

Y

FIR

ST

CA

RE

PR

AC

TIC

E

ST. M

AR

GA

RE

TS

PR

AC

TIC

E

CL

IFF

OR

D R

OA

D S

UR

GE

RY

TH

E P

RA

CT

ICE

HE

AR

T O

FH

OU

NS

LOW

HO

UN

SLO

W F

AM

ILY

PR

AC

TIC

E

BL

UE

WIN

G F

AM

ILY

DO

CT

OR

UN

IT

BR

EN

TF

OR

D G

RO

UP

PR

AC

TIC

E

SK

YW

AYS

ME

DIC

AL

CE

NT

RE

CA

RL

TO

N S

UR

GE

RY

GR

EE

NB

RO

OK

BE

DF

ON

T

HA

TT

ON

ME

DIC

AL

PR

AC

TIC

E

WE

ST4

GP

S

GR

EE

N P

RA

CT

ICE

WE

LL

ES

LEY

RO

AD

PR

AC

TIC

E

CC

G

BR

EN

TFO

RD

FA

MIL

Y P

RA

CT

ICE

LIT

TL

E P

AR

K S

UR

GE

RY

QU

EE

NS

PA

RK

ME

DIC

AL P

RA

CT

ICE

BA

TH

RO

AD

SU

RG

ER

Y

CH

ES

TN

UT

PR

AC

TIC

E

PE

NT

EL

OW

PR

AC

TIC

E

JER

SE

Y P

RA

CT

ICE

GR

OV

E P

AR

K S

UR

GER

Y

GR

OV

E V

ILLA

GE

ME

DIC

AL C

EN

TR

E

CH

ISW

ICK

HE

AL

TH

PR

AC

TIC

E

ST D

AV

IDS

PR

AC

TIC

E

GL

EBE

ST

RE

ET S

UR

GE

RY

SP

RIN

G G

RO

VE

ME

DIC

AL P

RAC

TIC

E

GR

OV

E P

AR

K T

ER

RA

CE

SU

RG

ER

Y

TW

ICK

EN

HA

M P

AR

K M

ED

ICA

LC

EN

TR

E

CL

IFF

OR

D H

OU

SE

ME

DIC

AL

CE

NT

RE

CH

ISW

ICK

FAM

ILY

DR

S P

RA

CT

ICE

GIL

L M

ED

ICA

L P

RA

CT

ICE

DR

SO

OD

'S P

RA

CTIC

E

MO

UN

T M

ED

ICA

L C

EN

TR

E

WIL

LOW

PR

AC

TIC

E






37

Overall experience of making an appointment:


Percentage of patients saying they had a ‘good’ experience of making an appointment


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

MA

NO

R H

OU

SE

PR

AC

TIC

E

HO

LL

Y R

OA

D M

ED

ICA

L C

EN

TR

E

RE

DW

OO

D P

RA

CT

ICE

KIN

GF

ISH

ER

PR

AC

TIC

E






38


Perceptions of care at patients’

last appointment


39

Perceptions of care at patients’ last appointment with a

healthcare professional

Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (717,030 ; 715,282; 717,062); CCG

2019 (4,633; 4,632; 4,636)

CCG’s results

Nationl results %

Poor (total)

CCG results

% Poor (total)

%Poor (total) = %Very poor + %Poor

Q26. Last time you had a general practice appointment, how good was the healthcare professional

at each of the following

40% 44% 43%

41% 40% 38%

14% 11% 13%

4% 4% 4% 3%

Giving you enough time Listening to you Treating you with care and concern

Very good Good Neither good nor poor Poor Very poor

National results

% ‘Poor’ (total)

CCG results

% ‘Poor’ (total)

Very poor

Very good

4% 4% 4%

6% 6% 6%

Giving you enough time Listening to you Treating you with care and concern


40

Perceptions of care at patients’ last appointment with a


Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’:

National (637,385; 705,397; 706,338); CCG 2019 (4,072; 4,509; 4,501)

CCG’s results

Nationl results %

Poor (total)

CCG results

% Poor (total)

Q28-30. During your last general practice appointment…

51% 60% 55%

38% 32% 36%

11% 8% 9%

Felt involved in decisions about care andtreatment

Had confidence and trust in thehealthcare professional

Felt their needs were met

Yes, definitely Yes, to some extent No, not at all

National results

% ‘No, not at all’

CCG results

% ‘No, not at all’

No, not at all

Yes, definitely

7% 5% 6%

11% 8% 9%

Felt involved in decisions about care

and treatment Had confidence and trust in the


Felt their needs were met


41

48%

34%

19%

Yes, definitely

Yes, to some extent

No, not at all

86%

19%

Mental health needs recognised and understood

14%

Yes

No

Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my

last appointment’: National (284,999); CCG 2019 (2,073); CCG 2018 (1,953); Practice bases range from 22 to 59; CCG bases range from 852 to 3,542

81%

Yes

No

82 81

18 19

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Yes % No

Q27. During your last general practice appointment, did you feel that the healthcare professional

recognised and/or understood any mental health needs that you might have had?

%Yes = %Yes, definitely + %Yes, to some extent


Lowest Performing

Highest Performing

60% 100%

Lowest Performing

Highest Performing

76% 89%


National CCG


42


Managing health conditions


43

35%

38%

27%

Yes, definitely

Yes, to some extent

No, not at all

78%

27%

Support with managing health conditions

22%

Yes

No

Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292,168); CCG 2019 (1,654); CCG 2018

(1,564); Practice bases range from 16 to 51; CCG bases range from 773 to 2,655

73%

Yes

No

Q38. In the last 12 months, have you had enough support from local services or organisations to

help you to manage your condition (or conditions)?


Lowest Performing

Highest Performing

48% 94%

Lowest Performing

Highest Performing

67% 82%

74 73

26 27

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Yes % No



National CCG


44

Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

TH

E P

RA

CT

ICE

HE

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T O

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HA

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OR

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ST. M

AR

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L C

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AG

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L C

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KIN

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ISH

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PR

AC

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TF

OR

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S

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Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292,168); CCG 2019 (1,654); Practice

bases range from 16 to 51



Support with managing long-term health conditions:






45

Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

LIT

TL

E P

AR

K S

UR

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CT

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Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (292,168); CCG 2019 (1,654); Practice

bases range from 16 to 51



Support with managing long-term health conditions:






46


Satisfaction with general

practice appointment times


47

23%

41%

18%

10%

7%

Very satisfied

Fairly satisfied

Neither satisfied nordissatisfied

Fairly dissatisfied

Very dissatisfied

65%

17%

Satisfaction with appointment times

18%

Satisfied

Dissatisfied

Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696,898); CCG 2019 (4,631); CCG 2018

(4,517); Practice bases range from 54 to 122; CCG bases range from 2,254 to 7,543

64%

Satisfied

Dissatisfied

67 64

16 17

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Satisfied % Dissatisfied

Q8. How satisfied are you with the general practice appointment times that are available to you?*

%Satisfied = %Very satisfied + %Fairly satisfied

%Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

Practice range in CCG – % Satisfied Local CCG range – % Satisfied

Lowest Performing

Highest Performing

43% 88%

Lowest Performing

Highest Performing

58% 72%

*Those who say ‘I’m not sure when I can get an appointment’ (1%) have been excluded from these results.


National CCG


48

Satisfaction with appointment times:


Percentage of patients saying they are ‘satisfied’ with the appointment times available

Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696,898); CCG 2019 (4,631);

Practice bases range from 54 to 122

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

AL

BAN

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ICA

L C

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TR

E


Q8. How satisfied are you with the general practice appointment times that are available to you?




49

Satisfaction with appointment times:


Percentage of patients saying they are ‘satisfied’ with the appointment times available

Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696,898); CCG 2019 (4,631);

Practice bases range from 54 to 122

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

GIL

L M

ED

ICA

L P

RA

CT

ICE

CL

IFF

OR

D H

OU

SE

ME

DIC

AL

CE

NT

RE

KIN

GF

ISH

ER

PR

AC

TIC

E

RE

DW

OO

D P

RA

CT

ICE


Q8. How satisfied are you with the general practice appointment times that are available to you?




50


Services when GP practice is closed

• The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see

a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions.

• Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind.


51

55%

17%

3%

46%

15%

7%

9%

9%

63%

25%

5%

37%

12%

8%

17%

5%

I contacted an NHS service by telephone

A healthcare professional called me back

A healthcare professional visited me at home

I went to A&E

I saw a pharmacist

I went to another general practice service

I went to another NHS service

Can't remember

CCG National

Use of services when GP practice is closed

Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139,476); CCG 2019 (93 1)

Q45. Considering all of the services you contacted, which of the following happened on that

occasion?


52

57%

43% It was about right

It took too long

43%

Time taken to receive care or advice when GP practice is closed

66%

34%

About right

Took too long

Local CCG range – % About right

Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National

(130,757); CCG 2019 (871); CCG 2018 (824); CCG bases range from 382 to 1,433

Lowest Performing

Highest Performing

52% 74%

57% About right

Took too long

Q46. How do you feel about how quickly you received care or advice on that occasion?

57 57

43 43

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% About right % Took too long


National CCG


53

40%

48%

12%

Yes, definitely

Yes, to some extent

No, not at all 12%

Confidence and trust in staff providing services when GP

practice is closed

91%

9%

Yes

No

Local CCG range – % Yes

Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134,437);

CCG 2019 (878); CCG 2018 (848); CCG bases range from 398 to 1,487

Lowest Performing

Highest Performing

86% 95%

88% Yes

No

87 88

13 12 0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Yes % No

%Yes = %Yes, definitely + % Yes, to some extent

Q47. Considering all of the people that you saw or spoke to on that occasion, did you have

confidence and trust in them?


National CCG


54

27%

35%

21%

10%

7% Very good

Fairly good


Fairly poor

Very poor

17%

Overall experience of services when GP practice is closed

69%

15%

Good

Poor

Local CCG range – % Good

Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (134,770);

CCG 2019 (897); CCG 2018 (857); CCG bases range from 395 to 1,501

Lowest Performing

Highest Performing

56% 77%

62% Good

Poor

59 62

20 17

0

10

20

30

40

50

60

70

80

90

100

2018 2019

% Good % Poor


%Poor = %Fairly poor + %Very poor

Q48. Overall, how would you describe your last experience of NHS services when you wanted to

see a GP but your GP practice was closed?


National CCG


55




56


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 CCG, as well as the confidence intervals at

the national level.

Average sample size on

which results are based

Approximate confidence intervals for percentages at or near

these levels (expressed in percentage points)

Level 1:

10% or 90%

Level 2:

30% or 70%

Level 3:

50%

+/- +/- +/-

National 770,512 0.10 0.15 0.16

CCG 4,034 1.29 1.96 2.14

Practice 110 6.83 10.06 10.92

An example of confidence intervals (at national, CCG and practice level) based on the average number of responses to the question

“Overall, how would you describe your experience of your GP practice?”

For example, taking a CCG where 4,034 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 +/-1.96 percentage points from that question’s result (i.e. between 28.04% and 31.96%).

When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone

in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e.g.

practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust.


57


Want to know more?


58

Further background information about the survey

• The survey was sent to c.2.3 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. From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), 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 33.1%, based on 770,512 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.

770,512 Completed surveys in

the July 2019

publication

c.2.3m Surveys to adults

registered with an

English GP practice

33.1% National response

rate








59

Where to go to do further analysis …

• For reports which show the National results broken down by CCG and Practice, go to

https://gp-patient.co.uk/surveysandreports - you can also see previous years’ results here.

• To look at this year’s survey data at a national, CCG or practice level, and filter on a specific participant group (e.g. by age), break down the survey results by survey question, or to create and compare different participant ‘subgroups’, go to https://gp-patient.co.uk/analysistool/2019.

• To look at results over time, and filter on a specific participant group, go to https://gp-patient.co.uk/analysistool/trends.

• For general FAQs about the GP Patient Survey, go to https://gp-patient.co.uk/faq.




https://gp-patient.co.uk/analysistool/2019



https://gp-patient.co.uk/analysistool/trends



https://gp-patient.co.uk/faq




60


For further information about the GP Patient Survey, please

get in touch with the GPPS team at Ipsos MORI at

[email protected]

We would be interested to hear any feedback you have on

this slide pack, so we can make improvements for the next

publication.

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