15-032172-01 version 1 | internal use only ipsos mori 1 version 1| internal use only nhs wiltshire...

15-032172-01 Version 1 | Internal Use Only© Ipsos MORI

1

Version 1| Internal Use Only

NHS WILTSHIRE CCGLatest survey resultsJanuary 2016 publication


2

Contents

This slide pack provides results for the following topic areas:

Background, introduction and guidance.….…………………….……………………………………………..Slide 3

Overall experience of GP surgeries……………………………………………………………………………...Slide 8

Access to GP services………..……………………………………………………………………………………Slide 14

Making an appointment…………………………………………………………………………………………….Slide 23

Waiting times at the GP surgery.….…………………………………………………………………………......Slide 34

Perceptions of care at patients’ last GP appointment………………………………………………….........Slide 38

Perceptions of care at patients’ last nurse appointment………………………………………………….…Slide 43

Satisfaction with the practice’s opening hours.……………………………………………………………….Slide 48

Out-of-hours services.…………………………………………………………………………………………...…Slide 52

Statistical reliability..………………………………………………………………………………………………..Slide 56

Want to know more?………………………………………………………………………………………………..Slide 58


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 WILTSHIRE CCG.• The data in this slide pack are based on the January 2016 GPPS

publication. This combines two waves of fieldwork, from January to March 2015 and July to September 2015, providing practice-level data.

• In NHS WILTSHIRE CCG, 13,622 questionnaires were sent out, and 6,986 were returned completed. This represents a response rate of 51%.

• Prior to 2015 these slide packs presented Area Team averages for each CCG. These are no longer included following the integration of Area Teams into the four existing Regional Teams. However, CCGs can still see how their results compare to those of other local CCGs.

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


5

Introduction

• The GP Patient Survey measures patients’ experiences across a range of topics, including: - Making appointments- Waiting times- Perceptions of care at appointments- Practice opening hours- Out-of-hours services

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

• The survey has limitations:- Sample sizes at practice level are relatively

small. - The survey does not include qualitative data

which limits the detail provided by the results.

- The data are provided twice a year rather than in real time.

• 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 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.


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.

• Analysing trends in a CCG’s results over time: this provides a sense of the direction of the CCG’s performance over time. The CCG 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 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:


7

Interpreting the results

• The number of respondents answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart.

• All comparisons are indicative only. Differences may not be statistically significant – particularly when comparing practices due to low numbers of responses.

• For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack.

• Maps:

- 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 / Jan 2016: refers to the

January 2016 publication (fieldwork January to March 2015 and July to September 2015)

- Jan 2015: refers to the January 2015 publication (fieldwork January to March 2014 and July to September 2014).

- Dec 2013: refers to the December 2013 publication (fieldwork January to March 2013 and July to September 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%

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.

When fewer than 10 patients respondIn cases where fewer than 10 people have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data.


8

Overall experience of GP surgeries


9

Good

Poor

Good

Poor

Good

Poor

88%

3%

88%

4%

89%

3%

Overall experience of GP surgery

48%

41%

8%3%

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

Overall, how would you describe your experience of your GP surgery?

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

CCG’s results over time CCG’s results National results

85%

5%Good

Poor

LowestPerforming

HighestPerforming

61% 100%

LowestPerforming

HighestPerforming

70% 92%

%Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Dec 2013

Jan 2015

Latest

Base: All those completing a questionnaire: National (836,967); CCG 2016 (6,831); CCG 2015 (6,756); CCG 2013 (7,074) Practice bases range from 102 to 146; CCG bases range from 1,107 to 9,799


10

Results range from

to

Overall experience:how the CCG’s results compare to other local CCGs


Comparisons are indicative only: differences may not be statistically significant

70%92%

Percentage of patients saying good

Base: All those completing a questionnaire: CCG bases range from 1,107 to 9,799 %Good = %Very good + %Fairly good


11

Overall experience – how the CCG’s practices compare



Percentage of patients saying good

Base: All those completing a questionnaire: Practice bases range from 102 to 146

Results range from

to

61%100%

%Good = %Very good + %Fairly good


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Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base]

Percentage of patients saying goodCCGPractices National Average


Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses

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Base: All those completing a questionnaire: National (836,967); CCG (6,831); Practice bases range from 102 to 146 %Good = %Very good + %Fairly good


13



Percentage of patients saying goodCCGPractices National Average



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Base: All those completing a questionnaire: National (836,967); CCG (6,831); Practice bases range from 102 to 146 %Good = %Very good + %Fairly good


14

Access to GP services


15

Easy

Not easy

Easy

Not easy

Easy

Not easy

76%

20%

75%

21%

78%

19%

Ease of getting through to GP surgery on the phone

28%

48%

15%

5% 4%Very easy

Fairly easy

Not very easy

Not at all easy

Haven't tried

Easy

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

Practice range in CCG - % Easy Local CCG range - % Easy

CCG’s results National results

Not easy

70%

26%

LowestPerforming

HighestPerforming

29% 99%

LowestPerforming

HighestPerforming

48% 87%

%Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

CCG’s results over time

Dec 2013

Jan 2015

Latest



16

Ease of getting through to GP surgery on the phone: how the CCG’s practices compare


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



CCGPractices National Average

Base: All those completing a questionnaire: National (849,770); CCG (6,964); Practice bases range from 104 to 146

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17

Ease of getting through to GP surgery on the phone: how the CCG’s practices compare


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



CCGPractices National Average


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18

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Helpful

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Helpfulness of receptionists at GP surgery

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6% Very helpful

Fairly helpful

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Not at all helpful

Don't know

How helpful do you find the receptionists at your GP surgery?

Practice range in CCG - % Helpful Local CCG range - % Helpful


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LowestPerforming

HighestPerforming

80% 93%

%Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

CCG’s results over time

Dec 2013

Jan 2015

Latest



19

Helpfulness of receptionists at GP surgery:how the CCG’s practices compare


Percentage of patients saying receptionists at the GP surgery are ‘helpful’ CCGPractices National Average


Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responsesBase: All those completing a questionnaire: National (849,199); CCG (6,958); Practice bases range from 104 to 145

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20

Helpfulness of receptionists at GP surgery:how the CCG’s practices compare


Percentage of patients saying receptionists at the GP surgery are ‘helpful’ CCGPractices National Average



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21

Awareness of online services

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0

20

40

60

80

100

31%38%

4% 6%

49%

29% 30%

4%10%

51%

CCG National

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


Practice range within CCG

Per

cent

age

awar

e of

onl

ine

serv

ices

offe

red

by G

P s

urge

ry



22

Online service use

0

20

40

60

80

100

7%15%

1%

82%

7% 10%1%

86%

CCGNational

Per

cent

age

used

onl

ine

serv

ices

in p

ast 6

m

onth

s

And in the past 6 months, which of the following online services have you used at your GP surgery?


Practice range within CCG



23

Making an appointment


24

Yes

No

Yes

No

Yes

No

89%

7%

88%

8%

90%

7%

Success in getting an appointment

81%

8%

7% 4%Yes

Yes, but I had to call back closer to or on the day

No

Can't remember

The last time you wanted to see or speak to a GP or nurse, were you able to get an appointment to see or speak to someone?

Practice range in CCG - % Yes Local CCG range - % Yes


85%

11%Yes

No

LowestPerforming

HighestPerforming

75% 100%

LowestPerforming

HighestPerforming

78% 91%

%Yes = %Yes + %Yes, but I had to call back closer to or on the day

CCG's results over time

Dec 2013

Jan 2015

Latest



25

Success in getting an appointment:how the CCG’s practices compare


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 CCGPractices National Average



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ENTR

E

GIF

FORD

S P

RIM

AR

Y CA

RE

CTR

PEW

SEY

SU

RG

ERY

BEV

ER

SBR

OO

K M

EDIC

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CEN

TRE

POR

CH S

URG

ER

Y

CAS

TLE

PRA

CTI

CE

THRE

E S

WA

NS

SU

RGE

RY

NEW

CO

UR

T S

URG

ERY

CRIC

KLA

DE

SU

RGE

RY

SA

LIS

BU

RY M

EDIC

AL P

RAC

TICE

END

LES

S S

TRE

ET

SU

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RY

MA

LME

SB

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ME

DIC

AL

PA

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ERS

HIP

PAT

FOR

D H

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SE

SU

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Y P

AR

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CRO

SS

PLA

IN S

UR

GE

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BO

URN

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CCG

WH

ITE

HO

RS

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ENTR

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DO

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TON

SU

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RY

ST.

JAM

ES S

UR

GE

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PUR

TON

SU

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ERY

BRA

DFO

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-ON

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N A

ND

MEL

KS

HAM

...

NO

RTH

LAN

DS S

URG

ERY

SO

UTH

BRO

OM

SU

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RY

MIL

LSTR

EAM

MED

ICA

L C

ENTR

E

WIL

TON

HE

ALTH

CEN

TRE

PA

RTN

ERS

HIP

CO

UR

TYA

RD S

UR

GE

RY

AD

CRO

FT S

URG

ERY

LANS

DO

WN

E S

UR

GER

Y

MAR

LBO

RO

UG

H S

URG

ERY

ST M

ELO

R H

OU

SE S

URG

ER

Y

TOLS

EY S

URG

ERY

HAR

CO

UR

T M

EDIC

AL

CEN

TRE

LOV

EM

EA

D G

RO

UP

PRA

CTI

CE

RO

WD

EN S

URG

ERY

MA

RKE

T LA

VIN

GTO

N S

URG

ER

Y

LOD

GE

SU

RGE

RY

SIX

PE

NNY

HA

NDLE

Y S

URG

ERY

WHI

TEPA

RIS

H S

URG

ERY

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%



26

Success in getting an appointment:how the CCG’s practices compare


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 CCGPractices National Average



RA

MS

BUR

Y S

URG

ERY

SPA

ME

DIC

AL

CEN

TRE

BO

X S

URG

ERY

ST

AN

N S

TRE

ET S

URG

ERY

MER

E S

URG

ER

Y

SIL

TON

SU

RGER

Y

TISB

UR

Y S

URG

ER

Y

BUR

BA

GE

SU

RGER

Y

AVO

N V

ALLE

Y P

RAC

TICE

OLD

SC

HOO

L H

OU

SE

SURG

ER

Y

JUB

ILEE

FIE

LD S

URG

ERY

THE

OR

CH

ARD

PA

RTN

ERS

HIP

HIN

DO

N S

URG

ER

Y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%



27

Convenient

Not convenient

Convenient

Not convenient

Convenient

Not convenient

93%

7%

92%

8%

93%

7%

Convenience of appointment

48%

45%

6%Very convenient

Fairly convenient

Not very convenient

Not at all convenient

How convenient was the appointment you were able to get?

Practice range in CCG - % Convenient Local CCG range - % Convenient


92%

8%Convenient

Not convenient

LowestPerforming

HighestPerforming

70% 100%

LowestPerforming

HighestPerforming

83% 95%

%Convenient = %Very convenient + %Fairly convenient %Not convenient = %Not very convenient + Not at all convenient


Dec 2013

Jan 2015

Latest

Base: All those able to get an appointment: National (703,182); CCG 2016 (6,002); CCG 2015 (5,994); CCG 2013 (6,368) Practice bases range from 84 to 138; CCG bases range from 944 to 8,611


28

Convenience of appointment:how the CCG’s practices compare

Base: All those who got an appointment: Practice bases range from [insert smallest Practice base] to [insert largest Practice base]

Percentage of patients saying their appointment was ‘convenient’ CCGPractices National Average


Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responsesBase: All those able to get an appointment: National (703,182); CCG (6,002); Practice bases range from 84 to 138

TINK

ERS

LA

NE S

URG

ERY

LOV

EM

EA

D G

RO

UP

PR

ACTI

CE

WHI

TEP

ARIS

H S

UR

GE

RY

GIF

FORD

S P

RIM

AR

Y C

ARE

CTR

THR

EE

SW

ANS

SUR

GE

RY

ST.

JAM

ES S

URG

ERY

POR

CH S

UR

GE

RY

AV

ON

VAL

LEY

PRAC

TICE

MAR

LBO

RO

UG

H S

URG

ERY

SP

A M

ED

ICA

L C

ENTR

E

PEW

SEY

SUR

GE

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SM

ALL

BR

OO

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UR

GE

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HAT

HAW

AY

SUR

GE

RY

ST

ANN

STR

EE

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UR

GE

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NO

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LAN

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WID

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OK

ME

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AL

PRA

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CE

WH

ITE

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SO

UTH

BRO

OM

SU

RG

ERY

PA

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OU

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SUR

GE

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PAR

TNE

R..

.

LOD

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CCG

PUR

TON

SUR

GE

RY

AVE

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SUR

GE

RY

MA

RKE

T LA

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GTO

N S

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GER

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BEV

ER

SBR

OO

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EDIC

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ENTR

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BAR

CR

OFT

ME

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BR

ADF

OR

D-O

N-A

VO

N A

ND

ME

LKSH

AM

...

ST M

ELO

R H

OU

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UR

GE

RY

NEW

CO

UR

T S

UR

GE

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BOUR

NE

VAL

LEY

PR

ACTI

CE

HAR

CO

UR

T M

ED

ICA

L C

EN

TRE

ADC

RO

FT S

URG

ER

Y

LAN

SDO

WNE

SUR

GE

RY

MIL

LSTR

EAM

ME

DIC

AL C

ENTR

E

CO

URTY

ARD

SUR

GE

RY

CRO

SS P

LAIN

SUR

GE

RY

SA

LIS

BUR

Y M

EDIC

AL P

RAC

TICE

EN

DLE

SS

STR

EET

SU

RGE

RY

ME

RE

SUR

GE

RY

CR

ICK

LAD

E S

URG

ERY

BOX

SUR

GER

Y

BRA

DFO

RD

RO

AD

ME

DIC

AL

CTR

WIL

TON

HE

ALTH

CEN

TRE

PA

RTN

ERS

HIP

JUB

ILE

E FI

ELD

SU

RG

ERY

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

%Convenient = %Very convenient + %Fairly convenient


29

Convenience of appointment:how the CCG’s practices compare

Base: All those who got an appointment: Practice bases range from [insert smallest Practice base] to [insert largest Practice base]

Percentage of patients saying their appointment was ‘convenient’ CCGPractices National Average


Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responsesBase: All those able to get an appointment: National (703,182); CCG (6,002); Practice bases range from 84 to 138

THE

OR

CHA

RD

PA

RTN

ER

SHIP

MA

LME

SB

URY

MED

ICA

L P

ART

NE

RSH

IP

RO

WD

EN S

URG

ERY

DO

WN

TON

SU

RGE

RY

RA

MSB

UR

Y S

URG

ER

Y

OLD

SC

HO

OL

HOU

SE S

URG

ER

Y

TOLS

EY S

URG

ERY

SIX

PENN

Y H

AND

LEY

SU

RGER

Y

CAS

TLE

PRA

CTI

CE

BU

RBA

GE

SU

RGER

Y

SIL

TON

SU

RGE

RY

HIN

DON

SU

RG

ERY

TIS

BU

RY S

URG

ERY

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

%Convenient = %Very convenient + %Fairly convenient


30

What patients do when they are unable to get appointment / are offered an inconvenient appointment

What did you do on that occasion?*

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

43%

20%13%

1% 2% 2%10% 12%

38%

22%

6% 4% 3% 5%12% 13%

CCG

National


Per

cent

age

who

wen

t on

to d

o so

met

hing

els

e w

hen

unab

le to

get

app

oint

men

t/ of

fere

d in

conv

enie

nt

appo

intm

ent

* The answer codes for this question were updated for July-September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only.

Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (58,637); CCG (367)


31

Good

Poor

Good

Poor

Good

Poor

77%

8%

76%

11%

78%

9%

Overall experience of making an appointment

38%

39%

14%

6% Very good

Fairly good


Fairly poor

Very poor

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

Practice range in CCG - % Good Local CCG range - % Good


73%

12%Good

Poor

LowestPerforming

HighestPerforming

43% 99%

LowestPerforming

HighestPerforming

54% 85%

%Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor


Dec 2013

Jan 2015

Latest



32

Overall experience of making an appointment:how the CCG’s practices compare


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

Overall, how would you describe your experience of making an appointment?CCGPractices National Average


TINK

ER

S LA

NE

SU

RGE

RY

AVE

NUE

SU

RG

ERY

WID

BR

OO

K M

EDIC

AL P

RAC

TIC

E

HA

THA

WAY

SU

RGE

RY

PEW

SEY

SUR

GE

RY

BR

ADFO

RD R

OA

D M

EDI

CAL

CTR

GIF

FORD

S P

RIM

AR

Y C

ARE

CTR

NEW

CO

UR

T S

URG

ER

Y

PURT

ON

SU

RG

ERY

BAR

CRO

FT M

ED

ICA

L C

ENTR

E

SM

ALLB

RO

OK

SU

RGE

RY

WH

ITE

HO

RS

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EAL

TH C

ENTR

E

BO

URN

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ALLE

Y P

RACT

ICE

WHI

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RIS

H S

URG

ERY

NO

RTH

LAN

DS S

URG

ERY

THRE

E S

WA

NS

SU

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RY

SPA

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ICA

L C

ENTR

E

CCG

CAS

TLE

PRA

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CE

PAT

FOR

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SE

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ER

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AR

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.

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MAR

LBO

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UG

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ERY

BRA

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-ON

-AVO

N A

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MEL

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HAM

...

HAR

CO

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AL

CEN

TRE

ST M

ELO

R HO

USE

SU

RGE

RY

ST.

JAM

ES S

UR

GE

RY

MA

RKE

T LA

VIN

GTO

N S

URG

ER

Y

LOV

EM

EA

D G

RO

UP

PRA

CTI

CE

SA

LIS

BU

RY M

EDIC

AL P

RAC

TICE

END

LES

S S

TRE

ET

SU

RGE

RY

MIL

LSTR

EAM

MED

ICA

L C

ENTR

E

LODG

E S

URG

ERY

AD

CRO

FT S

URG

ERY

RO

WDE

N S

URG

ERY

DO

WN

TON

SU

RGE

RY

SO

UTH

BRO

OM

SU

RGE

RY

BEV

ER

SBR

OO

K M

EDIC

AL

CEN

TRE

WIL

TON

HE

ALTH

CEN

TRE

PA

RTN

ERS

HIP

MA

LME

SB

URY

MED

ICA

L P

ART

NE

RSH

IP

CRIC

KLA

DE

SU

RG

ER

Y

CRO

SS

PLA

IN S

UR

GE

RY

CO

URT

YA

RD S

URG

ERY

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%



33

Overall experience of making an appointment:how the CCG’s practices compare


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

Overall, how would you describe your experience of making an appointment?CCGPractices National Average


BO

X S

URG

ERY

ST

AN

N S

TRE

ET S

URG

ERY

TOLS

EY

SU

RGE

RY

SIX

PE

NNY

HAN

DLE

Y S

URG

ERY

RA

MSB

URY

SU

RGE

RY

MER

E S

URG

ERY

BUR

BA

GE

SU

RGE

RY

THE

OR

CHA

RD

PA

RTN

ERS

HIP

OLD

SC

HOO

L H

OU

SE S

URG

ER

Y

TISB

UR

Y S

URG

ER

Y

SIL

TON

SU

RGE

RY

JUB

ILEE

FIE

LD S

URG

ERY

HIN

DO

N S

URG

ER

Y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%



34

Waiting times at the GP surgery


35

Don't wait too long

Wait too long

Don't wait too long

Wait too long

Don't wait too long

Wait too long

60%

31%

61%

32%

61%

32%

Waiting times at the GP surgery

60%24%

7%9%

I don't normally have to wait too long

I have to wait a bit too long

I have to wait far too long

No opinion/doesn't apply

How do you feel about how long you normally have to wait to be seen?

Practice range in CCG – % Don’t wait too long Local CCG range – % Don’t wait too long


58%

34%Don’t wait too long

Wait too long

LowestPerforming

HighestPerforming

21% 90%

LowestPerforming

HighestPerforming

39% 66%

%Wait too long= %I have to wait a bit too long + %I have to wait far too long


Dec 2013

Jan 2015

Latest



36

Waiting times at the GP surgery:how the CCG’s practices compare


Percentage of patients saying they ‘don’t normally have to wait too long’CCGPractices National Average



WID

BR

OO

K M

EDIC

AL P

RA

CTIC

E

CRIC

KLA

DE

SU

RGE

RY

TINK

ER

S LA

NE

SU

RGE

RY

BAR

CRO

FT M

ED

ICA

L C

ENTR

E

CAS

TLE

PRA

CTI

CE

BOX

SU

RGE

RY

MAR

LBO

RO

UG

H S

URG

ERY

NEW

CO

UR

T S

URG

ER

Y

PEW

SEY

SU

RG

ERY

LOV

EM

EA

D G

RO

UP

PRA

CTI

CE

POR

CH S

URG

ER

Y

SPA

MED

ICA

L C

ENTR

E

GIF

FORD

S P

RIM

AR

Y CA

RE

CTR

JUB

ILEE

FIE

LD S

URG

ERY

ST M

ELO

R HO

USE

SU

RGE

RY

WIL

TON

HE

ALTH

CEN

TRE

PA

RTN

ERS

HIP

AD

CRO

FT S

URG

ERY

THRE

E S

WA

NS

SU

RGE

RY

BRA

DFO

RD

-ON

-AVO

N A

ND

MEL

KS

HAM

...

NO

RTH

LAN

DS S

URG

ERY

WH

ITE

HO

RS

E H

EAL

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BEV

ER

SBR

OO

K M

EDIC

AL

CEN

TRE

WHI

TEPA

RIS

H S

URG

ERY

SO

UTH

BRO

OM

SU

RGE

RY

CCG

HA

THA

WAY

SU

RGE

RY

BR

ADF

OR

D R

OAD

ME

DIC

AL C

TR

END

LES

S S

TRE

ET

SU

RGE

RY

DO

WN

TON

SU

RGE

RY

PAT

FOR

D H

OU

SE

SU

RG

ER

Y P

AR

TNE

R..

.

PUR

TON

SU

RG

ERY

RO

WD

EN S

URG

ERY

ST.

JAM

ES S

UR

GE

RY

SIX

PE

NNY

HA

NDLE

Y S

URG

ERY

AVE

NUE

SU

RG

ERY

SA

LIS

BU

RY M

EDIC

AL

PRA

CTIC

E

LANS

DO

WNE

SU

RG

ERY

ST

ANN

STR

EE

T S

URG

ERY

MIL

LSTR

EAM

MED

ICA

L C

EN

TRE

SM

ALL

BR

OO

K S

URG

ERY

THE

ORC

HAR

D P

ART

NER

SH

IP

MA

RKE

T LA

VIN

GTO

N S

UR

GE

RY

ME

RE S

URG

ERY

LOD

GE

SU

RGE

RY

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


37

Waiting times at the GP surgery:how the CCG’s practices compare


Percentage of patients saying they ‘don’t normally have to wait too long’CCGPractices National Average



AVO

N V

ALL

EY P

RAC

TICE

SIL

TON

SU

RGE

RY

COU

RTY

ARD

SU

RGER

Y

BO

URN

E V

ALL

EY

PRA

CTI

CE

HAR

CO

UR

T M

ED

ICA

L CE

NTR

E

CRO

SS

PLA

IN S

URG

ER

Y

TOLS

EY

SU

RGE

RY

MA

LME

SB

URY

MED

ICAL

PA

RTN

ERS

HIP

OLD

SC

HOO

L H

OU

SE S

URG

ER

Y

RA

MS

BUR

Y S

URG

ERY

HIN

DON

SURG

ER

Y

BUR

BA

GE

SU

RGE

RY

TISB

UR

Y S

URG

ER

Y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


38

Perceptions of care at patients’ last GP appointment


39

Giving you enough time

Listening to you Explaining tests and treatments

Involving you in decisions about

your care

Treating you with care and concern

8% 6% 8% 11% 9%

36% 34% 35%37% 34%

54% 58% 54% 49% 54%

Very poor Poor Neither good nor poor Good Very good

Perceptions of care at last GP appointment

The last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following?*

Base: All those completing a questionnaire: CCG (6,629; 6,619; 6,351; 6,099; 6,517); National (812,087; 810,167; 779,287; 748,634; 797,664)

CCG’s results

*Those who say ‘Doesn’t apply’ have been excluded from these results.

National results % Poor

Very poor

Very good

CCG results% Poor

4% 4% 3% 5% 4%

2% 2% 2% 3% 3%

%Poor = %Very poor + %Poor


40

Yes

No

Yes

No

Yes

No

93%

3%

95%

3%

94%

3%

Confidence and trust in the GP

68%

25%

3%3%

Yes, definitely

Yes, to some extent

No, not at all

Don't know/can't say

Did you have confidence and trust in the GP you saw or spoke to?



92%

5%Yes

No

LowestPerforming

HighestPerforming

81% 100%

LowestPerforming

HighestPerforming

87% 95%

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


Dec 2013

Jan 2015

Latest



41

Confidence and trust in the GP: how the CCG’s practices compare


Percentage of patients saying they have trust and confidence in their GPCCGPractices National Average



WHI

TE H

OR

SE

HE

ALTH

CEN

TRE

MIL

LSTR

EAM

MED

ICA

L C

ENTR

E

WID

BR

OO

K M

EDIC

AL P

RAC

TIC

E

BO

URN

E V

ALLE

Y P

RAC

TICE

AVE

NUE

SUR

GE

RY

TINK

ER

S LA

NE

SU

RGE

RY

MA

RKE

T LA

VIN

GTO

N S

URG

ER

Y

HA

THAW

AY

SU

RGE

RY

END

LES

S S

TRE

ET

SU

RGER

Y

ST.

JAM

ES S

UR

GE

RY

LOV

EM

EAD

GR

OU

P P

RAC

TICE

PAT

FOR

D H

OU

SE

SU

RG

ER

Y P

AR

TNE

R..

.

SM

ALL

BR

OO

K S

URG

ERY

CCG

POR

CH S

URG

ERY

AD

CRO

FT S

URG

ERY

PEW

SEY

SU

RG

ERY

SA

LIS

BU

RY M

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42

Confidence and trust in the GP: how the CCG’s practices compare


Percentage of patients saying they have trust and confidence in their GPCCGPractices National Average



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70%

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43

Perceptions of care at patients’ last nurse appointment


44

Giving you enough time

Listening to you Explaining tests and treatments

Involving you in decisions about

your care

Treating you with care and concern

6% 7% 7% 12% 6%

35% 36% 35%36%

36%

58% 56% 56% 51% 56%

Very poor Poor Neither good nor poor Good Very good

Perceptions of care at last nurse appointment

The last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following?*

Base: All those completing a questionnaire: CCG (6,112; 6,022; 5,818; 5,199; 5,953); National (728,958; 721,085; 701,838; 638,362; 710,955)

CCG’s results

*Those who say ‘Doesn’t apply’ have been excluded from these results.

National results % Poor

Very poor

Very good

CCG results% Poor

2% 2% 2% 3% 2%

1% 2% 1% 2% 2%

%Poor = %Very poor + %Poor


45

Yes

No

Yes

No

Yes

No

88%

2%

89%

2%

91%

2%

Confidence and trust in the nurse

67%

21%

10%Yes, definitely

Yes, to some extent

No, not at all


Did you have confidence and trust in the nurse you saw or spoke to?



84%

3%Yes

No

LowestPerforming

HighestPerforming

71% 98%

LowestPerforming

HighestPerforming

80% 88%



Dec 2013

Jan 2015

Latest



46

Confidence and trust in the nurse:how the CCG’s practices compare


Percentage of patients saying they have trust and confidence in their nurseCCGPractices National Average



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


47

Confidence and trust in the nurse:how the CCG’s practices compare


Percentage of patients saying they have trust and confidence in their nurseCCGPractices National Average



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48

Satisfaction with the practice’s opening hours


49

Satisfied

Dissatisfied

Satisfied

Dissatisfied

Satisfied

Dissatisfied

75%

8%

77%

8%

81%

7%

Satisfaction with opening hours

35%

40%

12%

5%5% Very satisfied

Fairly satisfied

Neither satisfied nor dissatis-fied

Fairly dissatisfied

Very dissatisfied

I'm not sure when my GP surgery is open

How satisfied are you with the hours that your GP surgery is open?

Practice range in CCG - % Satisfied Local CCG range - % Satisfied


75%

10%Satisfied

Dissatisfied

LowestPerforming

HighestPerforming

55% 94%

LowestPerforming

HighestPerforming

69% 80%

%Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied


Dec 2013

Jan 2015

Latest



50

Satisfaction with opening hours: how the CCG’s practices compare


Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open

How satisfied are you with the hours that your GP surgery is open?CCGPractices National Average


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%Satisfied = %Very satisfied + %Fairly satisfied


51

Satisfaction with opening hours: how the CCG’s practices compare


Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open

How satisfied are you with the hours that your GP surgery is open?CCGPractices National Average


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52

Out-of-hours services


53

Use of out-of-hours services*

Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (67,889); CCG (516)

*The out of hours questions were redesigned for July - September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only.

Considering all of the services you contacted, which of the following happened on that occasion?

I contacted an NHS service by telephone

A health professional called me back

A health professional visited me at home

I went to A&E

I saw a pharmacist

I went to another NHS service

Can't remember

71%

29%

8%

33%

6%

21%

4%

61%

26%

6%

33%

9%

23%

4%

National CCG


54

Use of out-of-hours services*

How do you feel about how quickly you received care or advice on that

occasion?

Base: All those who tried to

contact an NHS service when GP

surgery closed in past 6 months:

National (68,038); CCG (513)

70%

26%

4% It was about right

It took too long

Don't know/doesn't apply

49%

41%

7%3%

Yes, definitely

Yes, to some extent

No, not at all


Considering all of the people you

saw or spoke to on that occasion,

did you have confidence and

trust in them?

Base: All those who tried to

contact an NHS service when GP

surgery closed in past 6 months:

National (68,118); CCG (513)

*The out of hours questions were redesigned for July - September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only.

62% 32%About right Took too long

National results 86% 9%Yes No

National results



55

Overall experience of out-of-hours services

%Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

33%

40%

15%

5%6%

3%Very good

Fairly good


Fairly poor

Very poor


Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP surgery was closed?*


67%

15%Good

Poor

*The out of hours questions were redesigned for July-September fieldwork to reflect changes to service provision. As such the results shown here are based on July-September 2015 figures only. As the results shown are only for one wave of the survey, comparisons between practices will not be shown until the July 2016 publication.


Local CCG range - % Good

LowestPerforming

HighestPerforming

53% 77%

Latest

Good

Poor

73%

10%

Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (68,172); CCG (515); CCG bases range from 83 to 798


56

Statistical reliability


57

Statistical reliability

Participants in a survey such as GPPS represent only a sample of the total population of interest – this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part (“true values”). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% – that is, the chances are 95 in 100 that the true value will fall within a specified range (the “95% confidence interval”).The table below gives examples of what the confidence intervals look like for an ‘average’ practice and 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

Level 1: 10% or 90%

Level 2: 30% or 70%

Level 3: 50%

+/- +/- +/-

National 836,967 0.09 0.13 0.15

CCG 4,000 1.18 1.86 2.07

Practice 100 5.05 9.41 11.3

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 surgery?”

For example, taking a CCG where 4,000 people responded and where 30% give a particular answer, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1.86 percentage points from that question’s result (i.e. between 28.14% and 31.86%).When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when comparing groups, especially where there are small numbers e.g. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust.


58

Want to know more?


59

Further background information about the survey

• Across both waves of the research the survey was sent to c.2.4 million adult patients registered with a GP practice.

• Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone.

• Results are available every six months for every practice in the UK and date back to 2007, allowing meaningful comparisons of patients’ experiences.

• For more information about the survey please visit https://gp-patient.co.uk/.• The overall response rate to the survey is 36%, based on 854,032

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. 36%

National response rate

2.4mSurveys to adults registered with an English GP practice

854,032Completed surveys in the Jan 2016 publication




60

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/surveys-and-reports - 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.gp-patient.co.uk/report/12/rt1_profiles.aspx



https://gp-patient.co.uk/surveys-and-reports

http://results.gp-patient.co.uk/report/1/rt1_profiles.aspx

http://results.gp-patient.co.uk/report/6/rt3_result.aspx

http://results.gp-patient.co.uk/report/12/rt1_profiles.aspx


61

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 (July 2016).

15-032172-01 version 1 | internal use only ipsos mori 1 version 1| internal use only nhs wiltshire...

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