NHS CAMDEN CCG
Latest survey results
January 2016 publication
Version 1| Internal Use Only
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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 28
Perceptions of care at patients’ last GP appointment………………………………………………….........Slide 31
Perceptions of care at patients’ last nurse appointment………………………………………………….…Slide 35
Satisfaction with the practice’s opening hours.……………………………………………………………….Slide 39
Out-of-hours services.…………..…………………………………………………………………………………Slide 42
Statistical reliability..………………………………………………………………………………………………..Slide 46
Want to know more?………………………………………………………………………………………………..Slide 48
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Background, introduction
and guidance
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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 CAMDEN 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 CAMDEN CCG, 14,102 questionnaires were sent out, and 3,205 were returned
completed. This represents a response rate of 23%.
•
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.
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Introduction
•
The GP Patient Survey measures patients’
experiences across a range of topics, including:
- Making appointments
- Waiting times
•
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.
- 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 data are provided twice a year rather than in
real time.
The survey does not include qualitative data which
limits the detail provided by the results.
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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 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.
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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:
*
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).
When fewer than 10
patients respond
In 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.
100%
- 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.
•
For further information on using the data
please refer to the end of this slide pack.
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More than 0% but less
than 0.5%
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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.
Overall experience of GP surgeries
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Overall experience of GP surgery
Overall, how would you describe your experience of your GP surgery?
CCG’s results
CCG’s results over time
National results
Latest
81%
Good
4%
5%
Poor
37%
Jan 2015
Good
83%
Poor
6%
85%
Very good
14%
Good
Fairly good
Neither good nor poor
5%
Fairly poor
Dec 2013
Very poor
Poor
44%
Good
81%
Poor
8%
Local CCG range – % Good
Practice range in CCG – % Good
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
53%
95%
72%
86%
Base: All those completing a questionnaire: National (836,967); CCG 2016 (3,136); CCG 2015 (3,347); CCG 2013 (3,652) Practice bases range from 20 to 124;
CCG bases range from 2,612 to 8,047
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%Good = %Very good + %Fairly good
%Poor = %Very poor + %Fairly poor
Overall experience:
how the CCG’s results compare to other local CCGs
Overall, how would you describe your experience of your GP surgery?
Percentage of patients saying good
Results range from
72%
to
86%
Comparisons are indicative only: differences may not
be statistically significant
Base: All those completing a questionnaire: CCG bases range from 2,612 to 8,047
%Good = %Very good + %Fairly good
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Overall experience – how the CCG’s practices compare
Overall, how would you describe your experience of your GP surgery?
Percentage of patients saying good
Results range from
53%
to
95%
Comparisons are indicative only: differences may not
be statistically significant
Base: All those completing a questionnaire: Practice bases range from 20 to 124
%Good = %Very good + %Fairly good
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0%
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Base: All those completing a questionnaire: National (836,967); CCG (3,136); Practice bases range from 20 to 124
ST PHILIPS MEDICAL CENTRE
PARK END SURGERY
MUSEUM PRACTICE
FOUR TREES SURGERY
SWISS COTTAGE SURGERY
DALEHAM GARDENS HEALTH CENTRE
CCG
HAMPSTEAD GROUP PRACTICE
GOWER STREET PRACTICE
PARLIAMENT HILL SURGERY
CAMDEN HEALTH IMPROVEMENT
PRACTICE
Practices
CHOMLEY GARDENS SURGERY
BROOKFIELD PARK SURGERY
CAVERSHAM GROUP PRACTICE
ABBEY MEDICAL CENTRE
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
BRONDESBURY MEDICAL CENTRE
ADELAIDE MEDICAL CENTRE
JAMES WIGG PRACTICE
CCG
QUEENS CRESCENT PRACTICE
FORTUNE GREEN ROAD SURGERY
WEST END LANE MEDICAL PRACTICE
THE REGENTS PARK PRACTICE
WEST HAMPSTEAD MEDICAL CENTRE
THE BLOOMSBURY SURGERY
ROSSLYN HILL SURGERY
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
KEATS GROUP PRACTICE
PRINCE OF WALES GROUP SURGERY
WESTFIELD MEDICAL CENTRE
HOLBORN MEDICAL CENTRE
PRIMROSE HILL SURGERY
GRAY'S INN ROAD MEDICAL CENTRE
AMPTHILL PRACTICE
GOWER PLACE PRACTICE
KINGS CROSS ROAD PRACTICE
BRUNSWICK MEDICAL CENTRE UHPC
SOMERS TOWN MEDICAL CENTRE
Overall experience – how the CCG’s practices compare
Overall, how would you describe your experience of your GP surgery?
Percentage of patients saying good
National Average
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Good = %Very good + %Fairly good
Access to GP services
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Ease of getting through to GP surgery on the phone
Generally, how easy is it to get through to someone at your GP surgery on the phone?
CCG’s results
CCG’s results over time
National results
Latest
71%
Easy
7%
23%
Not easy
Jan 2015
6%
73%
Not easy
22%
Easy
Fairly easy
16%
Easy
70%
Very easy
24%
Not very easy
Not at all easy
Haven't tried
Dec 2013
26%
47%
Easy
71%
Not easy
23%
Not easy
Practice range in CCG - % Easy
Local CCG range - % Easy
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
41%
96%
51%
81%
Base: All those completing a questionnaire: National (849,770); CCG 2016 (3,181); CCG 2015 (3,414); CCG 2013 (3,729) Practice bases range from 20 to 125;
CCG bases range from 2,655 to 8,185
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%Easy = %Very easy + %Fairly easy
%Not easy = %Not very easy + %Not at all easy
0%
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Base: All those completing a questionnaire: National (849,770); CCG (3,181); Practice bases range from 20 to 125
MUSEUM PRACTICE
DALEHAM GARDENS HEALTH CENTRE
PARK END SURGERY
PARLIAMENT HILL SURGERY
WEST END LANE MEDICAL PRACTICE
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
CCG
CHOMLEY GARDENS SURGERY
GOWER STREET PRACTICE
SWISS COTTAGE SURGERY
THE BLOOMSBURY SURGERY
WESTFIELD MEDICAL CENTRE
Practices
FOUR TREES SURGERY
HAMPSTEAD GROUP PRACTICE
BROOKFIELD PARK SURGERY
FORTUNE GREEN ROAD SURGERY
ST PHILIPS MEDICAL CENTRE
KINGS CROSS ROAD PRACTICE
HOLBORN MEDICAL CENTRE
PRIMROSE HILL SURGERY
CAMDEN HEALTH IMPROVEMENT
PRACTICE
ROSSLYN HILL SURGERY
KEATS GROUP PRACTICE
GOWER PLACE PRACTICE
JAMES WIGG PRACTICE
ADELAIDE MEDICAL CENTRE
QUEENS CRESCENT PRACTICE
CCG
BRONDESBURY MEDICAL CENTRE
CAVERSHAM GROUP PRACTICE
AMPTHILL PRACTICE
GRAY'S INN ROAD MEDICAL CENTRE
THE REGENTS PARK PRACTICE
BRUNSWICK MEDICAL CENTRE UHPC
WEST HAMPSTEAD MEDICAL CENTRE
ABBEY MEDICAL CENTRE
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
PRINCE OF WALES GROUP SURGERY
SOMERS TOWN MEDICAL CENTRE
Ease of getting through to GP surgery on the phone:
how the CCG’s practices compare
Generally, how easy is it to get through to someone at your GP surgery on the phone?
National Average
100%
Percentage of patients saying it is ‘easy’ to get through to someone on the phone
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Easy = %Very easy + %Fairly easy
Helpfulness of receptionists at GP surgery
How helpful do you find the receptionists at your GP surgery?
CCG’s results
CCG’s results over time
National results
Latest
Helpful
86%
Not helpful
12%
87%
Very helpful
9%
Helpful
Fairly helpful
Jan 2015
40%
Helpful
85%
Not helpful
12%
Not very helpful
11%
Not at all helpful
46%
Dec 2013
Don't know
Not helpful
Helpful
84%
Not helpful
14%
Local CCG range - % Helpful
Practice range in CCG - % Helpful
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
53%
98%
78%
88%
Base: All those completing a questionnaire: National (849,199); CCG 2016 (3,189); CCG 2015 (3,409); CCG 2013 (3,729) Practice bases range from 20 to
125; CCG bases range from 2,648 to 8,198
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%Helpful = %Very helpful + %Fairly helpful
%Not helpful = %Not very helpful + %Not at all helpful
0%
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Base: All those completing a questionnaire: National (849,199); CCG (3,189); Practice bases range from 20 to 125
FORTUNE GREEN ROAD SURGERY
WEST END LANE MEDICAL PRACTICE
PARK END SURGERY
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
CCG
FOUR TREES SURGERY
ST PHILIPS MEDICAL CENTRE
GOWER PLACE PRACTICE
DALEHAM GARDENS HEALTH CENTRE
PARLIAMENT HILL SURGERY
JAMES WIGG PRACTICE
Practices
CHOMLEY GARDENS SURGERY
MUSEUM PRACTICE
CAMDEN HEALTH IMPROVEMENT
PRACTICE
SWISS COTTAGE SURGERY
WEST HAMPSTEAD MEDICAL CENTRE
ABBEY MEDICAL CENTRE
HAMPSTEAD GROUP PRACTICE
BRONDESBURY MEDICAL CENTRE
PRINCE OF WALES GROUP SURGERY
CAVERSHAM GROUP PRACTICE
PRIMROSE HILL SURGERY
CCG
QUEENS CRESCENT PRACTICE
WESTFIELD MEDICAL CENTRE
BROOKFIELD PARK SURGERY
ADELAIDE MEDICAL CENTRE
AMPTHILL PRACTICE
KEATS GROUP PRACTICE
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
GRAY'S INN ROAD MEDICAL CENTRE
THE REGENTS PARK PRACTICE
ROSSLYN HILL SURGERY
KINGS CROSS ROAD PRACTICE
THE BLOOMSBURY SURGERY
HOLBORN MEDICAL CENTRE
GOWER STREET PRACTICE
BRUNSWICK MEDICAL CENTRE UHPC
SOMERS TOWN MEDICAL CENTRE
Helpfulness of receptionists at GP surgery:
how the CCG’s practices compare
How helpful do you find the receptionists at your GP surgery?
National Average
100%
Percentage of patients saying receptionists at the GP surgery are ‘helpful’
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Helpful = %Very helpful + %Fairly helpful
Awareness of online services
Percentage aware of online services offered by
GP surgery
As far as you know, which of the following online services does your GP surgery offer?
100
90
80
70
60
51%
51%
50
CCG
40
31%
30
Practice range
within CCG
National
30%
29%
23%
20
12%
10
5%
10%
4%
0
Booking
Ordering repeat
appointments online prescriptions online
Accessing my
medical records
online
None of these
Don't know
Comparisons are indicative only: differences may not be statistically significant
Base: All those completing a questionnaire: National (823,614); CCG (3,070); Practice bases range from 19 to 123
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Online service use
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
87%
90
86%
80
70
60
Practice range
within CCG
50
CCG
40
National
30
20
10
9%
7%
7%
10%
1%
1%
0
Booking appointments
online
Ordering repeat
prescriptions online
Accessing my medical
records online
None of these
Comparisons are indicative only: differences may not be statistically significant
Base: All those completing a questionnaire: National (823,965); CCG (3,076); Practice bases range from 19 to 118
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Making an appointment
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Success in getting an appointment
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?
CCG’s results
CCG's results over time
National results
Latest
Yes
84%
No
12%
84%
No
12%
Yes
Yes, but I had to call back
closer to or on the day
Jan 2015
Yes
85%
Yes
5%
12%
12%
No
11%
Can't remember
72%
Dec 2013
No
Yes
81%
No
14%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
69%
96%
76%
88%
Base: All those completing a questionnaire: National (815,057); CCG 2016 (3,049); CCG 2015 (3,273); CCG 2013 (3,583) Practice bases range
from 20 to 119; CCG bases range from 2,562 to 7,793
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%Yes = %Yes + %Yes, but I had to call back closer to or on the day
0%
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Base: All those completing a questionnaire: National (815,057); CCG (3,049); Practice bases range from 20 to 119
ST PHILIPS MEDICAL CENTRE
MUSEUM PRACTICE
GOWER STREET PRACTICE
FOUR TREES SURGERY
CCG
CAVERSHAM GROUP PRACTICE
PARK END SURGERY
DALEHAM GARDENS HEALTH CENTRE
KEATS GROUP PRACTICE
BROOKFIELD PARK SURGERY
Practices
WEST END LANE MEDICAL PRACTICE
ADELAIDE MEDICAL CENTRE
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
GOWER PLACE PRACTICE
HAMPSTEAD GROUP PRACTICE
SWISS COTTAGE SURGERY
CHOMLEY GARDENS SURGERY
ROSSLYN HILL SURGERY
THE REGENTS PARK PRACTICE
CCG
BRONDESBURY MEDICAL CENTRE
PARLIAMENT HILL SURGERY
FORTUNE GREEN ROAD SURGERY
ABBEY MEDICAL CENTRE
QUEENS CRESCENT PRACTICE
WEST HAMPSTEAD MEDICAL CENTRE
JAMES WIGG PRACTICE
WESTFIELD MEDICAL CENTRE
BRUNSWICK MEDICAL CENTRE UHPC
PRIMROSE HILL SURGERY
THE BLOOMSBURY SURGERY
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
PRINCE OF WALES GROUP SURGERY
AMPTHILL PRACTICE
SOMERS TOWN MEDICAL CENTRE
HOLBORN MEDICAL CENTRE
KINGS CROSS ROAD PRACTICE
GRAY'S INN ROAD MEDICAL CENTRE
Success in getting an appointment:
how the CCG’s practices compare
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?
National Average
100%
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
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Yes = %Yes + %Yes, but I had to call back closer to or on the day
Convenience of appointment
How convenient was the appointment you were able to get?
CCG’s results
CCG's results over time
National results
Latest
88%
Convenient
10%
Very convenient
92%
Fairly convenient
Convenient
12%
Not convenient
40%
Jan 2015
Convenient
87%
Not convenient
13%
Not very convenient
8%
Not at all convenient
48%
Dec 2013
Not convenient
Convenient
86%
Not convenient
14%
Practice range in CCG - % Convenient
Local CCG range - % Convenient
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
70%
100%
85%
92%
Base: All those able to get an appointment: National (703,182); CCG 2016 (2,574); CCG 2015 (2,811); CCG 2013 (3,020) Practice bases range
from 19 to 108; CCG bases range from 2,133 to 6,223
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%Convenient = %Very convenient + %Fairly convenient
%Not convenient = %Not very convenient + Not at all convenient
0%
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Base: All those able to get an appointment: National (703,182); CCG (2,574); Practice bases range from 19 to 108
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
ST PHILIPS MEDICAL CENTRE
WEST END LANE MEDICAL PRACTICE
FOUR TREES SURGERY
CCG
MUSEUM PRACTICE
GOWER STREET PRACTICE
DALEHAM GARDENS HEALTH CENTRE
ROSSLYN HILL SURGERY
KEATS GROUP PRACTICE
Practices
CHOMLEY GARDENS SURGERY
HAMPSTEAD GROUP PRACTICE
PARK END SURGERY
HOLBORN MEDICAL CENTRE
SWISS COTTAGE SURGERY
ADELAIDE MEDICAL CENTRE
ABBEY MEDICAL CENTRE
PARLIAMENT HILL SURGERY
CCG
GOWER PLACE PRACTICE
PRINCE OF WALES GROUP SURGERY
AMPTHILL PRACTICE
WESTFIELD MEDICAL CENTRE
BROOKFIELD PARK SURGERY
BRUNSWICK MEDICAL CENTRE UHPC
CAVERSHAM GROUP PRACTICE
BRONDESBURY MEDICAL CENTRE
QUEENS CRESCENT PRACTICE
THE BLOOMSBURY SURGERY
JAMES WIGG PRACTICE
FORTUNE GREEN ROAD SURGERY
PRIMROSE HILL SURGERY
WEST HAMPSTEAD MEDICAL CENTRE
GRAY'S INN ROAD MEDICAL CENTRE
THE REGENTS PARK PRACTICE
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
KINGS CROSS ROAD PRACTICE
SOMERS TOWN MEDICAL CENTRE
Convenience of appointment:
how the CCG’s practices compare
How convenient was the appointment you were able to get?
National Average
100%
Percentage of patients saying their appointment was ‘convenient’
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Convenient = %Very convenient + %Fairly convenient
What patients do when they are unable to get appointment / are
offered an inconvenient appointment
Percentage who went on to do something else when
unable to get appointment/ offered inconvenient
appointment
What did you do on that occasion?*
100%
90%
80%
70%
CCG
60%
50%
40%
30%
National
38% 38%
23% 22%
20%
12%
10%
5%
6%
10% 12%
4%
4%
0%
Went to the
Got an
Had a consultation
appointment I was appointment for a over the phone
offered
different day
3%
4%
5%
13%
7%
Saw a pharmacist Used another NHS Decided to contact Didn’t see or speak
service
my surgery
to anyone
another time
Went to A&E
* 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.
Comparisons are indicative only: differences may not be statistically significant
Base: All those who were not able to get an appointment or were offered an inconvenient appointment: National (58,637); CCG (285)
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Overall experience of making an appointment
Overall, how would you describe your experience of making an appointment?
CCG’s results
CCG's results over time
National results
Latest
Good
70%
Poor
13%
10%
4%
29%
Fairly good
Good
17%
Jan 2015
73%
Very good
Neither good nor poor
Good
69%
Fairly poor
Poor
12%
Very poor
12%
41%
Dec 2013
Poor
Good
69%
Poor
13%
Practice range in CCG - % Good
Local CCG range - % Good
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
42%
96%
59%
78%
Base: All those completing a questionnaire: National (811,562); CCG 2016 (3,030); CCG 2015 (3,275); CCG 2013 (3,555) Practice bases range from 20 to 117;
CCG bases range from 2,560 to 7,821
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%Good = %Very good + %Fairly good
%Poor = %Fairly poor + %Very poor
0%
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Base: All those completing a questionnaire: National (811,562); CCG (3,030); Practice bases range from 20 to 117
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
ST PHILIPS MEDICAL CENTRE
WEST END LANE MEDICAL PRACTICE
DALEHAM GARDENS HEALTH CENTRE
CCG
MUSEUM PRACTICE
FOUR TREES SURGERY
PARK END SURGERY
HAMPSTEAD GROUP PRACTICE
SWISS COTTAGE SURGERY
Practices
ADELAIDE MEDICAL CENTRE
GOWER STREET PRACTICE
CHOMLEY GARDENS SURGERY
PARLIAMENT HILL SURGERY
BRONDESBURY MEDICAL CENTRE
KEATS GROUP PRACTICE
ABBEY MEDICAL CENTRE
BROOKFIELD PARK SURGERY
QUEENS CRESCENT PRACTICE
CCG
WESTFIELD MEDICAL CENTRE
FORTUNE GREEN ROAD SURGERY
GOWER PLACE PRACTICE
ROSSLYN HILL SURGERY
JAMES WIGG PRACTICE
AMPTHILL PRACTICE
THE REGENTS PARK PRACTICE
CAVERSHAM GROUP PRACTICE
PRINCE OF WALES GROUP SURGERY
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
PRIMROSE HILL SURGERY
HOLBORN MEDICAL CENTRE
WEST HAMPSTEAD MEDICAL CENTRE
THE BLOOMSBURY SURGERY
KINGS CROSS ROAD PRACTICE
GRAY'S INN ROAD MEDICAL CENTRE
SOMERS TOWN MEDICAL CENTRE
BRUNSWICK MEDICAL CENTRE UHPC
Overall experience of making an appointment:
how the CCG’s practices compare
Overall, how would you describe your experience of making an appointment?
National Average
Percentage of patients saying they had a ‘good’ experience of making an appointment
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Good = %Very good + %Fairly good
Waiting times at the GP surgery
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Waiting times at the GP surgery
How do you feel about how long you normally have to wait to be seen?
CCG’s results
CCG's results over time
National results
Latest
Don't wait too
long
55%
Wait too long
37%
I don't normally have to wait
too long
8%
10%
I have to wait a bit too long
Jan 2015
Don't wait too
long
53%
Wait too long
40%
55%
28%
Don’t wait too long
I have to wait far too long
No opinion/doesn't apply
Dec 2013
34%
Wait too long
Don't wait too
long
53%
Wait too long
40%
Practice range in CCG – % Don’t wait too long
Local CCG range – % Don’t wait too long
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
26%
89%
41%
61%
Base: All those completing a questionnaire: National (815,634); CCG 2016 (3,058); CCG 2015 (3,281); CCG 2013 (3,583) Practice
bases range from 20 to 120; CCG bases range from 2,570 to 7,834
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0%
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Base: All those completing a questionnaire: National (815,634); CCG (3,058); Practice bases range from 20 to 120
ST PHILIPS MEDICAL CENTRE
WEST END LANE MEDICAL PRACTICE
THE BLOOMSBURY SURGERY
BROOKFIELD PARK SURGERY
CCG
DALEHAM GARDENS HEALTH CENTRE
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
WESTFIELD MEDICAL CENTRE
MUSEUM PRACTICE
JAMES WIGG PRACTICE
PARK END SURGERY
Practices
ROSSLYN HILL SURGERY
BRONDESBURY MEDICAL CENTRE
PARLIAMENT HILL SURGERY
THE REGENTS PARK PRACTICE
QUEENS CRESCENT PRACTICE
KEATS GROUP PRACTICE
CHOMLEY GARDENS SURGERY
FORTUNE GREEN ROAD SURGERY
HAMPSTEAD GROUP PRACTICE
GOWER STREET PRACTICE
PRINCE OF WALES GROUP SURGERY
CCG
ABBEY MEDICAL CENTRE
ADELAIDE MEDICAL CENTRE
WEST HAMPSTEAD MEDICAL CENTRE
AMPTHILL PRACTICE
CAVERSHAM GROUP PRACTICE
SWISS COTTAGE SURGERY
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
CAMDEN HEALTH IMPROVEMENT
PRACTICE
HOLBORN MEDICAL CENTRE
FOUR TREES SURGERY
GOWER PLACE PRACTICE
KINGS CROSS ROAD PRACTICE
BRUNSWICK MEDICAL CENTRE UHPC
GRAY'S INN ROAD MEDICAL CENTRE
SOMERS TOWN MEDICAL CENTRE
PRIMROSE HILL SURGERY
Waiting times at the GP surgery:
how the CCG’s practices compare
How do you feel about how long you normally have to wait to be seen?
National Average
Percentage of patients saying they ‘don’t normally have to wait too long’
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Perceptions of care at patients’
last GP appointment
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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?*
CCG’s results
Very poor
Poor
Neither good nor poor
Good
Very good
National results
% Poor
4%
4%
3%
5%
4%
CCG results
% Poor
6%
5%
3%
5%
5%
4%
11%
4%
9%
11%
3%
15%
3%
13%
39%
40%
40%
42%
42%
47%
46%
38%
Very poor
38%
43%
Very good
Giving you enough time
Listening to you
Explaining tests and
treatments
*Those who say ‘Doesn’t apply’ have been excluded from these results.
Involving you in
decisions about your
care
Base: All those completing a questionnaire: CCG (3,042; 3,033; 2,930; 2,856; 2,996); National (812,087; 810,167; 779,287; 748,634; 797,664)
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Treating you with care
and concern
%Poor = %Very poor + %Poor
Confidence and trust in the GP
Did you have confidence and trust in the GP you saw or spoke to?
CCG’s results
CCG's results over time
National results
Latest
Yes
90%
No
4%
Jan 2015
4% 5%
Yes, to some extent
34%
Yes
91%
No
5%
92%
Yes, definitely
57%
Yes
No, not at all
Don't know/can't say
Dec 2013
5%
No
Yes
89%
No
7%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
80%
97%
85%
93%
Base: All those completing a questionnaire: National (821,488); CCG 2016 (3,081); CCG 2015 (3,317); CCG 2013 (3,615) Practice bases range from 20 to 120;
CCG bases range from 2,593 to 7,939
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%Yes = %Yes, definitely + %Yes, to some extent
0%
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Base: All those completing a questionnaire: National (821,488); CCG (3,081); Practice bases range from 20 to 120
PARK END SURGERY
CAMDEN HEALTH IMPROVEMENT
PRACTICE
WEST HAMPSTEAD MEDICAL CENTRE
FORTUNE GREEN ROAD SURGERY
CHOMLEY GARDENS SURGERY
CCG
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
PRIMROSE HILL SURGERY
ROSSLYN HILL SURGERY
SWISS COTTAGE SURGERY
MUSEUM PRACTICE
Practices
JAMES WIGG PRACTICE
HAMPSTEAD GROUP PRACTICE
THE REGENTS PARK PRACTICE
CAVERSHAM GROUP PRACTICE
GOWER STREET PRACTICE
ST PHILIPS MEDICAL CENTRE
PARLIAMENT HILL SURGERY
BROOKFIELD PARK SURGERY
ADELAIDE MEDICAL CENTRE
HOLBORN MEDICAL CENTRE
CCG
DALEHAM GARDENS HEALTH CENTRE
FOUR TREES SURGERY
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
KEATS GROUP PRACTICE
ABBEY MEDICAL CENTRE
AMPTHILL PRACTICE
BRONDESBURY MEDICAL CENTRE
WEST END LANE MEDICAL PRACTICE
GRAY'S INN ROAD MEDICAL CENTRE
SOMERS TOWN MEDICAL CENTRE
THE BLOOMSBURY SURGERY
PRINCE OF WALES GROUP SURGERY
KINGS CROSS ROAD PRACTICE
QUEENS CRESCENT PRACTICE
GOWER PLACE PRACTICE
BRUNSWICK MEDICAL CENTRE UHPC
WESTFIELD MEDICAL CENTRE
Confidence and trust in the GP:
how the CCG’s practices compare
Did you have confidence and trust in the GP you saw or spoke to?
National Average
Percentage of patients saying they have trust and confidence in their GP
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Yes = %Yes, definitely + %Yes, to some extent
Perceptions of care at patients’ last
nurse appointment
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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?*
CCG’s results
Very poor
Poor
Neither good nor poor
Good
Very good
National results
% Poor
2%
2%
2%
3%
2%
CCG results
% Poor
4%
4%
4%
5%
5%
3%
3%
3%
12%
11%
11%
13%
43%
44%
40%
42%
41%
42%
18%
39%
37%
Very poor
42%
41%
Very good
Giving you enough time
Listening to you
Explaining tests and
treatments
*Those who say ‘Doesn’t apply’ have been excluded from these results.
Involving you in
decisions about your
care
Base: All those completing a questionnaire: CCG (2,283; 2,263; 2,196; 2,050; 2,229); National (728,958; 721,085; 701,838; 638,362; 710,955)
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Treating you with care
and concern
%Poor = %Very poor + %Poor
Confidence and trust in the nurse
Did you have confidence and trust in the nurse you saw or spoke to?
CCG’s results
CCG's results over time
National results
Latest
84%
Yes, definitely
69%
Yes
27%
4%
No
Yes, to some extent
Yes
43%
Jan 2015
Yes
72%
No
4%
No, not at all
4%
Don't know/can't say
26%
Dec 2013
3%
No
Yes
75%
No
4%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
27%
94%
69%
84%
Base: All those completing a questionnaire: National (796,042); CCG 2016 (2,832); CCG 2015 (2,973); CCG 2013 (3,225) Practice bases range from 17 to 117;
CCG bases range from 2,483 to 7,607
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%Yes = %Yes, definitely + %Yes, to some extent
0%
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Base: All those completing a questionnaire: National (796,042); CCG (2,832); Practice bases range from 17 to 117
CAMDEN HEALTH IMPROVEMENT
PRACTICE
ABBEY MEDICAL CENTRE
CHOMLEY GARDENS SURGERY
DALEHAM GARDENS HEALTH CENTRE
CCG
GOWER PLACE PRACTICE
GRAY'S INN ROAD MEDICAL CENTRE
BRONDESBURY MEDICAL CENTRE
CAVERSHAM GROUP PRACTICE
FORTUNE GREEN ROAD SURGERY
THE BLOOMSBURY SURGERY
Practices
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
KEATS GROUP PRACTICE
PARLIAMENT HILL SURGERY
JAMES WIGG PRACTICE
ADELAIDE MEDICAL CENTRE
PARK END SURGERY
BRUNSWICK MEDICAL CENTRE UHPC
AMPTHILL PRACTICE
CCG
KINGS CROSS ROAD PRACTICE
HOLBORN MEDICAL CENTRE
WEST HAMPSTEAD MEDICAL CENTRE
BROOKFIELD PARK SURGERY
HAMPSTEAD GROUP PRACTICE
SWISS COTTAGE SURGERY
PRINCE OF WALES GROUP SURGERY
THE REGENTS PARK PRACTICE
QUEENS CRESCENT PRACTICE
PRIMROSE HILL SURGERY
FOUR TREES SURGERY
SOMERS TOWN MEDICAL CENTRE
GOWER STREET PRACTICE
WESTFIELD MEDICAL CENTRE
ROSSLYN HILL SURGERY
MUSEUM PRACTICE
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
ST PHILIPS MEDICAL CENTRE
WEST END LANE MEDICAL PRACTICE
Confidence and trust in the nurse:
how the CCG’s practices compare
Did you have confidence and trust in the nurse you saw or spoke to?
National Average
Percentage of patients saying they have trust and confidence in their nurse
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Yes = %Yes, definitely + % Yes, to some extent
Satisfaction with the
practice’s opening hours
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Satisfaction with opening hours
How satisfied are you with the hours that your GP surgery is open?
CCG’s results
CCG's results over time
Latest
National results
75%
Very satisfied
Satisfied
71%
Dissatisfied
12%
4% 5%
8%
Fairly satisfied
28%
Satisfied
Neither satisfied nor
dissatisfied
13%
Jan 2015
Satisfied
71%
Dissatisfied
13%
Fairly dissatisfied
Satisfied
71%
Dissatisfied
15%
10%
Very dissatisfied
42%
Dec 2013
Practice range in CCG - % Satisfied
Local CCG range - % Satisfied
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
51%
86%
68%
79%
Base: All those completing a questionnaire: National (837,583); CCG 2016 (3,147); CCG 2015 (3,344); CCG 2013 (3,660) Practice bases range from 20
to 125; CCG bases range from 2,611 to 8,048
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Dissatisfied
I'm not sure when my GP
surgery is open
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%Satisfied = %Very satisfied + %Fairly satisfied
%Dissatisfied = %Very dissatisfied + %Fairly dissatisfied
0%
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Base: All those completing a questionnaire: National (837,583); CCG (3,147); Practice bases range from 20 to 125
ST PHILIPS MEDICAL CENTRE
FOUR TREES SURGERY
MUSEUM PRACTICE
CAMDEN HEALTH IMPROVEMENT
PRACTICE
CCG
CAVERSHAM GROUP PRACTICE
BRONDESBURY MEDICAL CENTRE
HAMPSTEAD GROUP PRACTICE
SWISS COTTAGE SURGERY
PARK END SURGERY
PRINCE OF WALES ROAD PRACTICE
(SINGLE)
Practices
WESTFIELD MEDICAL CENTRE
PARLIAMENT HILL SURGERY
ADELAIDE MEDICAL CENTRE
ABBEY MEDICAL CENTRE
JAMES WIGG PRACTICE
GOWER PLACE PRACTICE
CCG
KINGS CROSS ROAD PRACTICE
WEST END LANE MEDICAL PRACTICE
QUEENS CRESCENT PRACTICE
WEST HAMPSTEAD MEDICAL CENTRE
BROOKFIELD PARK SURGERY
THE BLOOMSBURY SURGERY
AMPTHILL PRACTICE
BRUNSWICK MEDICAL CENTRE UHPC
THE REGENTS PARK PRACTICE
PRINCE OF WALES GROUP SURGERY
BELSIZE PRIORY MEDICAL PRACTICE
(GROUP)
HOLBORN MEDICAL CENTRE
KEATS GROUP PRACTICE
CHOMLEY GARDENS SURGERY
GRAY'S INN ROAD MEDICAL CENTRE
DALEHAM GARDENS HEALTH CENTRE
PRIMROSE HILL SURGERY
ROSSLYN HILL SURGERY
SOMERS TOWN MEDICAL CENTRE
GOWER STREET PRACTICE
FORTUNE GREEN ROAD SURGERY
Satisfaction with opening hours:
how the CCG’s practices compare
How satisfied are you with the hours that your GP surgery is open?
National Average
100%
Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open
90%
80%
70%
60%
50%
40%
30%
20%
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
%Satisfied = %Very satisfied + %Fairly satisfied
Out-of-hours services
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Use of out-of-hours services*
Considering all of the services you contacted, which of the following happened on that
occasion?
CCG
60%
61%
I contacted an NHS service by telephone
22%
26%
A health professional called me back
A health professional visited me at home
5%
6%
46%
I went to A&E
33%
13%
9%
I saw a pharmacist
12%
I went to another NHS service
Can't remember
National
23%
4%
4%
*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.
Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (67,889); CCG (327)
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Use of out-of-hours services*
How do you feel
about how quickly
you received care
or advice on that
occasion?
It was about
right
8%
It took too long
37%
Base: All those
who tried to
contact an NHS
service when GP
surgery closed in
past 6 months:
National (68,038);
CCG (326)
Considering all of
the people you
saw or spoke to
on that occasion,
did you have
confidence and
trust in them?
56%
Don't
know/Doesn't
apply
National results
62%
32%
About right
Took too long
Yes, definitely
7%
10%
35%
Yes, to some
extent
No, not at all
47%
Base: All those
who tried to
contact an NHS
service when GP
surgery closed in
past 6 months:
National (68,118); National results
CCG (331)
Don't
know/can't say
86%
9%
Yes
No
*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.
%Yes = %Yes, definitely + % Yes, to some extent
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Overall experience of out-of-hours services
Overall, how would you describe your last experience of NHS services when you wanted to
see a GP but your GP surgery was closed?*
CCG’s results
CCG's results over time
Latest
5%
Good
54%
Poor
22%
National results
Very good
5%
23%
Fairly good
17%
Neither good nor poor
67%
Good
Fairly poor
Very poor
18%
Don't know/can't say
32%
15%
Poor
Local CCG range - % Good
Lowest
Performing
Highest
Performing
49%
71%
*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.
Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months: National (68,172); CCG (327); CCG bases range from 233 to 728
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%Good = %Very good + %Fairly good
%Poor = %Fairly poor + %Very poor
Statistical reliability
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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.
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?”
Approximate confidence intervals for percentages at or near
these levels
Average sample size on
which results are based
Level 1:
Level 2:
Level 3:
10% or 90%
30% or 70%
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
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.
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Want to know more?
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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.
•
854,032
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.
Completed surveys
in the Jan 2016
publication
2.4m
Surveys to adults
registered with an
English GP practice
36%
National response
rate
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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.gppatient.co.uk/report/12/rt1_profiles.aspx
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For further information about the GP Patient Survey, please
get in touch with the GPPS team at Ipsos MORI at
GPPatientSurvey_Enquiry@ipsos.com
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).
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