NHS NORTH KIRKLEES 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 NORTH KIRKLEES 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 NORTH KIRKLEES CCG, 9,351 questionnaires were sent out, and 3,100 were
returned completed. This represents a response rate of 33%.
•
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
83%
Good
5%
6%
Poor
85%
Very good
11%
Good
Fairly good
Jan 2015
40%
Good
82%
Poor
6%
Neither good nor poor
Dec 2013
Very poor
43%
Good
83%
Poor
6%
5%
Fairly poor
Poor
Local CCG range – % Good
Practice range in CCG – % Good
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
63%
96%
70%
95%
Base: All those completing a questionnaire: National (836,967); CCG 2016 (3,053); CCG 2015 (3,298); CCG 2013 (3,317) Practice bases range from 61 to 122;
CCG bases range from 1,370 to 9,364
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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
70%
to
95%
Comparisons are indicative only: differences may not
be statistically significant
Base: All those completing a questionnaire: CCG bases range from 1,370 to 9,364
%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
63%
to
96%
Comparisons are indicative only: differences may not
be statistically significant
Base: All those completing a questionnaire: Practice bases range from 61 to 122
%Good = %Very good + %Fairly good
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0%
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Base: All those completing a questionnaire: National (836,967); CCG (3,053); Practice bases range from 61 to 122
WINDSOR MEDICAL CENTRE
HALIFAX ROAD SURGERY
Practices
CHERRY TREE SURGERY
SCRIVINGS CLECKHEATON HLTH CTR
THE PADDOCK SURGERY
BROOKROYD HOUSE
PARKVIEW SURGERY
DR CHANDRA & PARTNERS
BATLEY HEALTH CENTRE SURGERY
KIRKGATE SURGERY
GREENSIDE SURGERY
GROVE HOUSE SURGERY
WELLINGTON HOUSE
THE ALBION MOUNT MEDICAL
PRACTICE
UNDERCLIFFE SURGERY
BLACKBURN RD.MEDICAL CTR.
EIGHTLANDS SURGERY
CCG
HEALDS ROAD SURGERY
ST JOHN'S HOUSE
DR MAHMOOD & PARTNERS
SAVILE TOWN MEDICAL CTR.
ALBION STREET SURGERY
LIVERSEDGE MEDICAL CENTRE
SLAITHWAITE ROAD SURGERY
BROUGHTON HOUSE SURGERY
MOUNT PLEASANT MED CENTRE
DOCTOR LANE HEALTH CENTRE
THE NEW BREWERY LANE SURG
VICTORIA MEDICAL PRACTICE
Overall experience – how the CCG’s practices compare
Overall, how would you describe your experience of your GP surgery?
Percentage of patients saying good
CCG
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
66%
Easy
11%
32%
Not easy
70%
Very easy
22%
Easy
Fairly easy
Jan 2015
Easy
67%
Not easy
30%
Not very easy
21%
Not at all easy
Haven't tried
Dec 2013
44%
Easy
71%
Not easy
26%
Not easy
Practice range in CCG - % Easy
Local CCG range - % Easy
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
36%
98%
52%
87%
Base: All those completing a questionnaire: National (849,770); CCG 2016 (3,078); CCG 2015 (3,366); CCG 2013 (3,377) Practice bases range from 64 to 123;
CCG bases range from 1,392 to 9,505
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%Easy = %Very easy + %Fairly easy
%Not easy = %Not very easy + %Not at all easy
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?
Practices
National Average
CCG
Percentage of patients saying it is ‘easy’ to get through to someone on the phone
100%
90%
80%
70%
60%
50%
40%
30%
20%
WINDSOR MEDICAL CENTRE
PARKVIEW SURGERY
CHERRY TREE SURGERY
GREENSIDE SURGERY
BATLEY HEALTH CENTRE SURGERY
THE PADDOCK SURGERY
ST JOHN'S HOUSE
HEALDS ROAD SURGERY
HALIFAX ROAD SURGERY
LIVERSEDGE MEDICAL CENTRE
DR CHANDRA & PARTNERS
SCRIVINGS CLECKHEATON HLTH CTR
GROVE HOUSE SURGERY
EIGHTLANDS SURGERY
THE ALBION MOUNT MEDICAL
PRACTICE
KIRKGATE SURGERY
ALBION STREET SURGERY
BLACKBURN RD.MEDICAL CTR.
CCG
BROUGHTON HOUSE SURGERY
BROOKROYD HOUSE
DR MAHMOOD & PARTNERS
WELLINGTON HOUSE
MOUNT PLEASANT MED CENTRE
SLAITHWAITE ROAD SURGERY
VICTORIA MEDICAL PRACTICE
SAVILE TOWN MEDICAL CTR.
DOCTOR LANE HEALTH CENTRE
UNDERCLIFFE SURGERY
0%
THE NEW BREWERY LANE SURG
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (849,770); CCG (3,078); Practice bases range from 64 to 123
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%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
85%
Not helpful
14%
5%
87%
Very helpful
9%
Helpful
Fairly helpful
Jan 2015
40%
Helpful
82%
Not helpful
15%
Not very helpful
11%
Not at all helpful
Don't know
45%
Dec 2013
Not helpful
Helpful
84%
Not helpful
14%
Local CCG range - % Helpful
Practice range in CCG - % Helpful
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
61%
100%
75%
93%
Base: All those completing a questionnaire: National (849,199); CCG 2016 (3,078); CCG 2015 (3,364); CCG 2013 (3,377) Practice bases range from 64 to
122; CCG bases range from 1,393 to 9,527
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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 (3,078); Practice bases range from 64 to 122
WINDSOR MEDICAL CENTRE
HALIFAX ROAD SURGERY
Practices
BROOKROYD HOUSE
BATLEY HEALTH CENTRE SURGERY
DR CHANDRA & PARTNERS
PARKVIEW SURGERY
KIRKGATE SURGERY
CHERRY TREE SURGERY
THE ALBION MOUNT MEDICAL
PRACTICE
BLACKBURN RD.MEDICAL CTR.
DOCTOR LANE HEALTH CENTRE
LIVERSEDGE MEDICAL CENTRE
SLAITHWAITE ROAD SURGERY
WELLINGTON HOUSE
THE PADDOCK SURGERY
SCRIVINGS CLECKHEATON HLTH CTR
GROVE HOUSE SURGERY
CCG
ST JOHN'S HOUSE
GREENSIDE SURGERY
ALBION STREET SURGERY
DR MAHMOOD & PARTNERS
EIGHTLANDS SURGERY
SAVILE TOWN MEDICAL CTR.
BROUGHTON HOUSE SURGERY
HEALDS ROAD SURGERY
VICTORIA MEDICAL PRACTICE
UNDERCLIFFE SURGERY
MOUNT PLEASANT MED CENTRE
THE NEW BREWERY LANE SURG
Helpfulness of receptionists at GP surgery:
how the CCG’s practices compare
How helpful do you find the receptionists at your GP surgery?
CCG
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
30
Practice range
within CCG
30%
29%
27%
National
30%
20
11%
10
3%
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 (3,001); Practice bases range from 63 to 122
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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
89%
90
86%
80
70
60
Practice range
within CCG
50
CCG
40
National
30
20
10
6%
7%
8%
10%
*%
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 (3,004); Practice bases range from 63 to 119
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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
82%
No
15%
4%
85%
Yes
15%
Yes
Yes, but I had to call back
closer to or on the day
Jan 2015
Yes
82%
No
13%
No
14%
68%
11%
Can't remember
Dec 2013
No
Yes
84%
No
12%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
60%
94%
70%
93%
Base: All those completing a questionnaire: National (815,057); CCG 2016 (2,944); CCG 2015 (3,244); CCG 2013 (3,232) Practice bases range
from 63 to 118; CCG bases range from 1,329 to 9,138
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%Yes = %Yes + %Yes, but I had to call back closer to or on the day
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?
Practices
CCG
National Average
Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse
100%
90%
80%
70%
60%
50%
40%
30%
20%
CHERRY TREE SURGERY
BATLEY HEALTH CENTRE SURGERY
WINDSOR MEDICAL CENTRE
HALIFAX ROAD SURGERY
PARKVIEW SURGERY
SCRIVINGS CLECKHEATON HLTH CTR
EIGHTLANDS SURGERY
THE PADDOCK SURGERY
BROOKROYD HOUSE
DR CHANDRA & PARTNERS
KIRKGATE SURGERY
THE ALBION MOUNT MEDICAL
PRACTICE
LIVERSEDGE MEDICAL CENTRE
DOCTOR LANE HEALTH CENTRE
UNDERCLIFFE SURGERY
BLACKBURN RD.MEDICAL CTR.
CCG
GROVE HOUSE SURGERY
GREENSIDE SURGERY
SLAITHWAITE ROAD SURGERY
WELLINGTON HOUSE
DR MAHMOOD & PARTNERS
HEALDS ROAD SURGERY
MOUNT PLEASANT MED CENTRE
ST JOHN'S HOUSE
BROUGHTON HOUSE SURGERY
SAVILE TOWN MEDICAL CTR.
ALBION STREET SURGERY
THE NEW BREWERY LANE SURG
0%
VICTORIA MEDICAL PRACTICE
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (815,057); CCG (2,944); Practice bases range from 63 to 118
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%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
Convenient
93%
Not convenient
7%
7%
Very convenient
92%
Fairly convenient
Convenient
44%
Jan 2015
Convenient
92%
Not convenient
8%
Not very convenient
8%
48%
Not at all convenient
Dec 2013
Not convenient
Convenient
91%
Not convenient
9%
Practice range in CCG - % Convenient
Local CCG range - % Convenient
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
77%
98%
88%
97%
Base: All those able to get an appointment: National (703,182); CCG 2016 (2,446); CCG 2015 (2,757); CCG 2013 (2,756) Practice bases range
from 47 to 107; CCG bases range from 1,191 to 7,831
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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 (2,446); Practice bases range from 47 to 107
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
WINDSOR MEDICAL CENTRE
PARKVIEW SURGERY
Practices
SLAITHWAITE ROAD SURGERY
SCRIVINGS CLECKHEATON HLTH CTR
THE ALBION MOUNT MEDICAL
PRACTICE
KIRKGATE SURGERY
LIVERSEDGE MEDICAL CENTRE
UNDERCLIFFE SURGERY
BATLEY HEALTH CENTRE SURGERY
ALBION STREET SURGERY
EIGHTLANDS SURGERY
GROVE HOUSE SURGERY
BROOKROYD HOUSE
CHERRY TREE SURGERY
BROUGHTON HOUSE SURGERY
DOCTOR LANE HEALTH CENTRE
WELLINGTON HOUSE
CCG
GREENSIDE SURGERY
VICTORIA MEDICAL PRACTICE
THE PADDOCK SURGERY
BLACKBURN RD.MEDICAL CTR.
HEALDS ROAD SURGERY
MOUNT PLEASANT MED CENTRE
HALIFAX ROAD SURGERY
DR MAHMOOD & PARTNERS
ST JOHN'S HOUSE
THE NEW BREWERY LANE SURG
DR CHANDRA & PARTNERS
SAVILE TOWN MEDICAL CTR.
Convenience of appointment:
how the CCG’s practices compare
How convenient was the appointment you were able to get?
CCG
National Average
Percentage of patients saying their appointment was ‘convenient’
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
%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
34%
38%
22% 22%
17%
20%
10%
4%
6%
12%
9%
4%
3%
4%
3%
5%
0%
Went to the
Got an
Had a consultation
appointment I was appointment for a over the phone
offered
different day
Went to A&E
Saw a pharmacist
13% 13%
Used another
NHS service
Decided to contact
Didn’t see or
my surgery
speak to anyone
another time
* 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 (279)
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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
68%
Poor
16%
Jan 2015
7%
73%
Very good
10%
31%
Fairly good
Good
Neither good nor poor
16%
Good
70%
Fairly poor
Poor
14%
Very poor
12%
37%
Dec 2013
Poor
Good
70%
Poor
14%
Practice range in CCG - % Good
Local CCG range - % Good
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
35%
95%
56%
90%
Base: All those completing a questionnaire: National (811,562); CCG 2016 (2,944); CCG 2015 (3,218); CCG 2013 (3,211) Practice bases range from 62 to 116;
CCG bases range from 1,324 to 9,119
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%Good = %Very good + %Fairly good
%Poor = %Fairly poor + %Very poor
Overall experience of making an appointment:
how the CCG’s practices compare
Overall, how would you describe your experience of making an appointment?
Practices
CCG
National Average
Percentage of patients saying they had a ‘good’ experience of making an appointment
100%
90%
80%
70%
60%
50%
40%
30%
20%
WINDSOR MEDICAL CENTRE
HALIFAX ROAD SURGERY
BATLEY HEALTH CENTRE SURGERY
PARKVIEW SURGERY
CHERRY TREE SURGERY
SCRIVINGS CLECKHEATON HLTH CTR
GROVE HOUSE SURGERY
EIGHTLANDS SURGERY
BROOKROYD HOUSE
KIRKGATE SURGERY
GREENSIDE SURGERY
DR MAHMOOD & PARTNERS
DR CHANDRA & PARTNERS
ALBION STREET SURGERY
THE PADDOCK SURGERY
SLAITHWAITE ROAD SURGERY
CCG
THE ALBION MOUNT MEDICAL
PRACTICE
LIVERSEDGE MEDICAL CENTRE
ST JOHN'S HOUSE
BLACKBURN RD.MEDICAL CTR.
WELLINGTON HOUSE
HEALDS ROAD SURGERY
MOUNT PLEASANT MED CENTRE
UNDERCLIFFE SURGERY
BROUGHTON HOUSE SURGERY
DOCTOR LANE HEALTH CENTRE
SAVILE TOWN MEDICAL CTR.
VICTORIA MEDICAL PRACTICE
0%
THE NEW BREWERY LANE SURG
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (811,562); CCG (2,944); Practice bases range from 62 to 116
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%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
60%
Wait too long
33%
I don't normally have to wait
too long
7%
9%
I have to wait a bit too long
Jan 2015
Don’t wait too long
I have to wait far too long
Don't wait too
long
56%
Wait too long
37%
24%
60%
No opinion/doesn't apply
Dec 2013
34%
Wait too long
Don't wait too
long
59%
Wait too long
35%
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
27%
90%
44%
69%
Base: All those completing a questionnaire: National (815,634); CCG 2016 (2,959); CCG 2015 (3,252); CCG 2013 (3,230) Practice
bases range from 64 to 119; CCG bases range from 1,338 to 9,145
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0%
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Base: All those completing a questionnaire: National (815,634); CCG (2,959); Practice bases range from 64 to 119
CHERRY TREE SURGERY
HALIFAX ROAD SURGERY
Practices
PARKVIEW SURGERY
DR CHANDRA & PARTNERS
BROOKROYD HOUSE
GROVE HOUSE SURGERY
KIRKGATE SURGERY
WINDSOR MEDICAL CENTRE
BLACKBURN RD.MEDICAL CTR.
THE ALBION MOUNT MEDICAL
PRACTICE
UNDERCLIFFE SURGERY
BATLEY HEALTH CENTRE SURGERY
WELLINGTON HOUSE
CCG
MOUNT PLEASANT MED CENTRE
SCRIVINGS CLECKHEATON HLTH CTR
EIGHTLANDS SURGERY
ST JOHN'S HOUSE
GREENSIDE SURGERY
THE PADDOCK SURGERY
SLAITHWAITE ROAD SURGERY
ALBION STREET SURGERY
LIVERSEDGE MEDICAL CENTRE
DOCTOR LANE HEALTH CENTRE
BROUGHTON HOUSE SURGERY
SAVILE TOWN MEDICAL CTR.
THE NEW BREWERY LANE SURG
DR MAHMOOD & PARTNERS
VICTORIA MEDICAL PRACTICE
HEALDS ROAD 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?
CCG
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
3%
4%
3%
5%
4%
10%
3%
8%
11%
4%
3%
11%
43%
40%
40%
43%
48%
45%
16%
39%
40%
Very poor
40%
45%
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 (2,932; 2,919; 2,818; 2,730; 2,893); 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
94%
No
4%
4%
92%
Yes, definitely
Yes, to some extent
Yes
32%
Jan 2015
No, not at all
Yes
91%
No
5%
62%
Don't know/can't say
Dec 2013
5%
No
Yes
93%
No
4%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
78%
100%
86%
97%
Base: All those completing a questionnaire: National (821,488); CCG 2016 (2,962); CCG 2015 (3,263); CCG 2013 (3,250) Practice bases range from 63 to 117;
CCG bases range from 1,341 to 9,216
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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 (2,962); Practice bases range from 63 to 117
THE PADDOCK SURGERY
DR CHANDRA & PARTNERS
Practices
SCRIVINGS CLECKHEATON HLTH CTR
WINDSOR MEDICAL CENTRE
EIGHTLANDS SURGERY
WELLINGTON HOUSE
PARKVIEW SURGERY
KIRKGATE SURGERY
BROUGHTON HOUSE SURGERY
GREENSIDE SURGERY
THE NEW BREWERY LANE SURG
SLAITHWAITE ROAD SURGERY
MOUNT PLEASANT MED CENTRE
BATLEY HEALTH CENTRE SURGERY
HALIFAX ROAD SURGERY
LIVERSEDGE MEDICAL CENTRE
CCG
THE ALBION MOUNT MEDICAL
PRACTICE
SAVILE TOWN MEDICAL CTR.
BLACKBURN RD.MEDICAL CTR.
GROVE HOUSE SURGERY
CHERRY TREE SURGERY
ALBION STREET SURGERY
DOCTOR LANE HEALTH CENTRE
BROOKROYD HOUSE
HEALDS ROAD SURGERY
ST JOHN'S HOUSE
UNDERCLIFFE SURGERY
DR MAHMOOD & PARTNERS
VICTORIA MEDICAL PRACTICE
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?
CCG
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
2%
2%
2%
3%
2%
6%
7%
9%
13%
39%
39%
39%
52%
52%
50%
7%
Very poor
39%
38%
45%
51%
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 (2,732; 2,706; 2,642; 2,460; 2,668); 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
86%
Yes
12%
3%
No
84%
Yes, definitely
3%
Yes, to some extent
Yes
Jan 2015
24%
Yes
86%
No
2%
No, not at all
62%
Don't know/can't say
Dec 2013
3%
No
Yes
87%
No
3%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
71%
99%
80%
91%
Base: All those completing a questionnaire: National (796,042); CCG 2016 (2,922); CCG 2015 (3,189); CCG 2013 (3,156) Practice bases range from 64 to 117;
CCG bases range from 1,306 to 8,949
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%Yes = %Yes, definitely + %Yes, to some extent
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?
Practices
CCG
National Average
Percentage of patients saying they have trust and confidence in their nurse
100%
90%
80%
70%
60%
50%
40%
30%
20%
WINDSOR MEDICAL CENTRE
BROUGHTON HOUSE SURGERY
DOCTOR LANE HEALTH CENTRE
DR CHANDRA & PARTNERS
LIVERSEDGE MEDICAL CENTRE
SCRIVINGS CLECKHEATON HLTH CTR
MOUNT PLEASANT MED CENTRE
CHERRY TREE SURGERY
THE NEW BREWERY LANE SURG
SLAITHWAITE ROAD SURGERY
BROOKROYD HOUSE
PARKVIEW SURGERY
UNDERCLIFFE SURGERY
THE ALBION MOUNT MEDICAL
PRACTICE
HALIFAX ROAD SURGERY
CCG
WELLINGTON HOUSE
DR MAHMOOD & PARTNERS
GREENSIDE SURGERY
ST JOHN'S HOUSE
THE PADDOCK SURGERY
EIGHTLANDS SURGERY
KIRKGATE SURGERY
HEALDS ROAD SURGERY
VICTORIA MEDICAL PRACTICE
BLACKBURN RD.MEDICAL CTR.
ALBION STREET SURGERY
GROVE HOUSE SURGERY
SAVILE TOWN MEDICAL CTR.
0%
BATLEY HEALTH CENTRE SURGERY
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (796,042); CCG (2,922); Practice bases range from 64 to 117
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%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
Satisfied
76%
Dissatisfied
10%
75%
Very satisfied
4% 4%
6%
Fairly satisfied
33%
10%
National results
Satisfied
Neither satisfied nor
dissatisfied
Jan 2015
Satisfied
73%
Dissatisfied
11%
Fairly dissatisfied
Satisfied
75%
Dissatisfied
11%
10%
Very dissatisfied
43%
Dec 2013
Practice range in CCG - % Satisfied
Local CCG range - % Satisfied
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
62%
90%
70%
83%
Base: All those completing a questionnaire: National (837,583); CCG 2016 (3,052); CCG 2015 (3,292); CCG 2013 (3,317) Practice bases range from 63
to 121; CCG bases range from 1,374 to 9,366
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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
Satisfaction with opening hours:
how the CCG’s practices compare
How satisfied are you with the hours that your GP surgery is open?
Practices
CCG
National Average
Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open
100%
90%
80%
70%
60%
50%
40%
30%
20%
HALIFAX ROAD SURGERY
WINDSOR MEDICAL CENTRE
DR CHANDRA & PARTNERS
BROOKROYD HOUSE
THE PADDOCK SURGERY
SCRIVINGS CLECKHEATON HLTH CTR
CHERRY TREE SURGERY
PARKVIEW SURGERY
WELLINGTON HOUSE
EIGHTLANDS SURGERY
SAVILE TOWN MEDICAL CTR.
GREENSIDE SURGERY
BATLEY HEALTH CENTRE SURGERY
DR MAHMOOD & PARTNERS
HEALDS ROAD SURGERY
CCG
MOUNT PLEASANT MED CENTRE
BLACKBURN RD.MEDICAL CTR.
GROVE HOUSE SURGERY
THE ALBION MOUNT MEDICAL
PRACTICE
VICTORIA MEDICAL PRACTICE
LIVERSEDGE MEDICAL CENTRE
DOCTOR LANE HEALTH CENTRE
ALBION STREET SURGERY
ST JOHN'S HOUSE
KIRKGATE SURGERY
UNDERCLIFFE SURGERY
THE NEW BREWERY LANE SURG
SLAITHWAITE ROAD SURGERY
0%
BROUGHTON HOUSE SURGERY
10%
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
Base: All those completing a questionnaire: National (837,583); CCG (3,052); Practice bases range from 63 to 121
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%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
49%
I contacted an NHS service by telephone
61%
16%
A health professional called me back
A health professional visited me at home
26%
6%
6%
43%
I went to A&E
I saw a pharmacist
33%
7%
9%
17%
I went to another NHS service
Can't remember
National
23%
6%
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 (274)
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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?
Considering all of
the people you
saw or spoke to
on that occasion,
did you have
confidence and
trust in them?
It was about
right
7%
It took too long
33%
59%
Base: All those
who tried to
contact an NHS
service when GP
surgery closed in
past 6 months:
National (68,038);
CCG (274)
62%
32%
About right
Took too long
Yes, definitely
5%
41%
Yes, to some
extent
No, not at all
47%
Don't
know/doesn't
apply
National results
6%
Base: All those
who tried to
contact an NHS
service when GP
surgery closed in
past 6 months:
National (68,118); National results
CCG (275)
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
3%
Latest
Very good
12%
Good
65%
Poor
15%
National results
Fairly good
29%
Neither good nor poor
67%
Good
Fairly poor
18%
Very poor
Don't know/can't say
36%
15%
Poor
Local CCG range - % Good
Lowest
Performing
Highest
Performing
53%
80%
*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 (274); CCG bases range from 89 to 730
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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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