1. For Internal Use GP Patient Survey December 2013 results Dec 2013

2. Background

3. What is the GP patient survey? The LARGEST health postal survey Around 1 million responses each year Statistically reliable data at practice level Covers all practices (c. 8,000)

4. Who fills it in? Designed to be inclusive: Based on registered patients, not just those who have visited the practice recently Translated into 13 languages including BSL 72% of those filling it in have visited their GP in the last 6 months Older patients more likely to complete the survey Data is weighted to be representative

5. Version 1 | Internal Use Only© Ipsos MORI In one year you have data on... Including… 36,901 who have had cancer in the last 5 years 84,454 who have diabetes 142,684 smokers and 292,840 former smokers 180,052 carers 576,750 with a long term condition 150,433 over 75

6. Over the years... Now in its eighth year 34 million responses over the past seven years

7. What does it cover? NHS DENTISTRY ACCESSING YOUR GP SERVICES MANAGING YOUR HEALTH MAKING AN APPOINTMENT YOUR STATE OF HEALTH TODAY WAITING TIMES PLANNING YOUR CARE LAST GP APPOINTMENTOUT OF HOURS LAST NURSE APPOINTMENT OPENING HOURSSOME QUESTIONS ABOUT YOU OVERALL EXPERIENCE

8. Covering NHS Outcomes Framework Indicators Domain 2 Enhancing quality of life for people with long-term conditions Q34: EQ5D Q39: Long-standing health condition Q31: Medical conditions Q32: Had enough support from local services or orgs Q56: Carers

9. Covering NHS Outcomes Framework Indicators Domain 4 Ensuring that people have a positive experience of care Patient experience: Q28: Overall experience Q45: Overall experience of out of hours GP Q49: Overall experience of NHS Dentist Improvement areas: Q18: Experience of making an appointment Q48: Success in getting an NHS dental appointment

10. Access

11. © Ipsos MORI How satisfied are you with the hours that your GP surgery is open? Almost eight in ten are satisfied with their surgery’s opening hours Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (923,598) December 2012 (957,990)

12. © Ipsos MORI Is your GP surgery currently open at times that are convenient for you? Three in four say the hours are convenient Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (910,234) December 2012 (945,407)

13. © Ipsos MORI Is your GP surgery currently open at times that are convenient for you? Who thinks this? Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets) Source: Ipsos MORI

14. © Ipsos MORI It’s certainly a hot topic amongst the public My surgery stays open late on a Wednesday People who work all week find Saturday is the only day they can get to see their GP Mine is open ‘til seven, which is late enough Mine starts 7am as well Source: Ipsos MORI Connects

15. © Ipsos MORI Were you able to get an appointment to see or speak to someone? Almost nine in ten managed to get an appointment Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (908,865) December 2012 (949,039)

16. © Ipsos MORI How convenient was the appointment you were able to get? And the majority said it was convenient Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets) Source: Ipsos MORI December 2013 (773,442) December 2012 (813,089)

17. © Ipsos MORI How convenient was the appointment you were able to get? Again, there are differences by age Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets) Source: Ipsos MORI

18. © Ipsos MORI What did you do on that occasion? But what happens for those who don’t get a convenient appointment? Base: All patients who either were not able to get an appointment to see or speak to someone or who were able to get an appointment that wasn’t very or fairly convenient; Dec 2013 (148,549); Dec 2012 (141,952) Source: Ipsos MORI

19. © Ipsos MORI Generally, how easy is it to get through to someone at your GP surgery on the phone? Getting through on the phone seems to be more of a problem Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (936,737) December 2012 (975,459)

20. © Ipsos MORI And there’s more of a consensus on this... You cannot get through to anyone! Yeah – mine is ring at half eight, then it’s constantly engaged Mine is the same – constantly engaged from half eight onwards Source: Ipsos MORI Connects

21. © Ipsos MORI How do you normally book your appointments to see a GP or nurse at your GP surgery? Booking appointments online… the challenge ahead Base: All answering question (in brackets) Source: Ipsos MORI

22. © Ipsos MORI Which of the following methods would you prefer to use to book appointments at your GP surgery? There is an appetite to book online Base: All answering question (in brackets) Source: Ipsos MORI

23. TECHNOLOGY TRACKER | QUARTERLY RELEASE: Q4 2012 But sometimes we forget that not everyone is online 23 % ACCESSING THE INTERNET BY GENDER AND SOCIAL GRADE Base: 3,935 GB adults aged 15+: Jan/Apr/Jul/Nov 2012Source: Ipsos MORI All15-2425-3435-4445-5455-6465+ Males84949694887656 Males AB9394100 988884 Males C191979897958665 Males C280989997847032 Males DE68888673695023 Females79919590 7446 Females AB93100 99 9274 Females C1869798 928653 Females C277919687945637 Females DE59818568714723 80-100%50-79%0-49%

24. © Ipsos MORI “We are bringing back named GPs for the vulnerable elderly. This means proper family doctors, able to focus on giving elderly people the care they need and prevent unnecessary trips to hospital.” Secretary of State, 15 Nov 2013

25. © Ipsos MORI Is there a particular GP you usually prefer to see or speak to? Over half of us have a preferred GP Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (928,755) December 2012 (966,471)

26. © Ipsos MORI Is there a particular GP you usually prefer to see or speak to? Over three in four over 75s do Base: All patients who answered question (in brackets) Source: Ipsos MORI Over 75s (91,331) All (928,755)

27. © Ipsos MORI Is there a particular GP you usually prefer to see or speak to? Younger groups are quite different Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets) Source: Ipsos MORI

28. Version 1 | Internal Use Only© Ipsos MORI How often do you see or speak to the GP you prefer? We don’t always get to see them though Base: All patients who have a doctor they prefer to see at their surgery and who answered question (in brackets) Source: Ipsos MORI December 2013 (495,961) December 2012 (523,138)

29. Version 1 | Internal Use Only© Ipsos MORI How often do you see or speak to the GP you prefer? This is slightly higher amongst over 75s Base: All patients who have a doctor they prefer to see at their surgery and who answered question (in brackets) Source: Ipsos MORI Over 75 (65,993) All (523,138)

30. Out-of-hours

31. © Ipsos MORI How easy was it to contact the out-of-hours GP service by telephone? Again, getting through on the phone is a problem for some Base: All patients who have tried to call an out-of-hours GP service in the past 6 months and answered question (in brackets) Source: Ipsos MORI December 2013 (124,654) December 2012 (123,589)

32. © Ipsos MORI How do you feel about how quickly you received care from the out-of-hours GP service? And patients seem to be waiting longer Base: All patients who have tried to call an out-of-hours GP service in the past 6 months and answered question (in brackets) Source: Ipsos MORI December 2013 (124,007) December 2012 (123,118)

33. © Ipsos MORI Did you have confidence and trust in the out-of-hours clinician you saw or spoke to? They are less confident Base: All patients who have tried to call an out-of-hours GP service in the past 6 months and answered question (in brackets) Source: Ipsos MORI December 2013 (123,859) December 2012 (122,857)

34. © Ipsos MORI Overall, how would you describe your experience of out-of-hours GP services? And their overall experience is worse Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (123,381) December 2012 (122,251)

35. Experience

36. © Ipsos MORI Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? Listening to you We think our GPs are good listeners Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (912,868) December 2012 (953,156)

37. © Ipsos MORI Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? Giving you enough time They generally give us enough of their time Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (915,365) December 2012 (955,025)

38. © Ipsos MORI Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? Treating you with care and concern They care about us! Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (910,744) December 2012 (950,389)

39. © Ipsos MORI Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? Involving you in decisions about your care They involve us in decisions most of the time Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (910,416) December 2012 (950,218)

40. © Ipsos MORI Did you have confidence and trust in the GP you saw or spoke to? We trust them Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (912,915) December 2012 (951,670)

41. © Ipsos MORI Paste co- brand logo here In fact we trust doctors more than anyone else Q. “For each, would you tell me whether you generally trust them to tell the truth or not?” Base: 1,026 United Kingdom adults aged 15+, 10-16 June 2011Source: Ipsos MORI/BMA

42. © Ipsos MORI Paste co- brand logo here So it’s not surprising that overall experience is good Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (922,112) December 2012 (956,509) Overall, how would you describe your experience of your GP surgery?

43. © Ipsos MORI So does this mean that measuring experience is pointless?

44. © Ipsos MORI No – we can track progress Base: All patients who answered question (in brackets) Source: Ipsos MORI December 2013 (922,112) December 2012 (956,509) Overall, how would you describe your experience of your GP surgery?

45. © Ipsos MORI And we can look at who is receiving a poorer experience... Source: GP Patient Survey 2012-2013 Very good Fairly good Neither Poor All respondents who answered the question (948,758) QOverall, how would you describe your experience of your GP surgery?

46. © Ipsos MORI Patients with LTCs are generally more positive than those without, except for patients aged over 75 Source: GP Patient Survey 2012-2013 % rating their experience as ‘very good’ QOverall, how would you describe your experience of your GP surgery? All respondents who answered the question (948,758)

47. © Ipsos MORI Gay/lesbian and bisexual patients are more likely to report a ‘poor’ overall experience Source: GP Patient Survey 2012-2013 Very good Fairly good Neither Poor QOverall, how would you describe your experience of your GP surgery? All respondents who answered the question (948,758)

48. © Ipsos MORI And experience varies by ethnicity Source: GP Patient Survey 2012-2013 QOverall, how would you describe your experience of your GP surgery? All respondents who answered the question (948,758)

49. © Ipsos MORI We can look at how experience varies from one practice to another... c. 850 practices where no patients report a poor experience c. 400 practices where >10% report a poor experience c. 70 practices where the % reporting a poor experience has changed by more than 10pp in one year

50. © Ipsos MORI Looking at other questions tells us how we might improve Q28: Overall, how would you describe your experience of your surgery? Experience of making an appointment Experience of the GP Trust/confidence in GP Getting through on phone Satisfaction with opening hours Experience of the nurse Seeing preferred GP Drivers of overall experience of GP Surgery Helpfulness of receptionists Waiting times 63% of the variance explained by the model Rank Relative importance

51. © Ipsos MORI But we do need to understand what we’re measuring

52. © Ipsos MORI Which is a better measure? Source: Ipsos MORI/The King’s Fund Base: GPPS: 1,037,946 respondents surveyed between July 2011 and March 2012; Public Perceptions of the NHS and Social Care Tracker: 1,001 respondents interviewed between 14 th November and 9 th December 2011; British Social Attitudes Survey: 3,311 respondents interviewed between 4 th July and10 th November 2011 GPPS Public Perceptions of the NHS and Social Care Tracker British Social Attitudes Survey

53. © Ipsos MORI Paste co- brand logo here Sometimes an overall measure can mask poor experience On third day she asked for a bedpan Nurse told her it wasn’t worth running back and forth, told her to do it in the bed Nurse complained to her in the morning that she was soaking wet “… in [the hospital] they treated me well” “Oh yes I found it satisfactory” Female, white, 65+, in hospital for several months Her report… Her experience…

54. © Ipsos MORI Paste co- brand logo here Is it to do with expectations? Data: BSA 1983-2010. Each data point represents >100 respondents Q. How satisfied or dissatisfied would you say you are with the way in which the National Health Service is run nowadays?

55. © Ipsos MORI Paste co- brand logo here And external factors can affect results...

56. © Ipsos MORI Paste co- brand logo here So it’s not just about measuring experience – we need to understand it How does it differ between different groups of patients? How does it differ between practices? What are we measuring? What other factors are playing a part? What do we do about it?

57. © Ipsos MORI Paste co- brand logo here What else should we be looking at? How can we make better use of this data?

58. © Ipsos MORI Accessing the results

59. © Ipsos MORI The Practice Reporting Tool Search a practice

60. © Ipsos MORI Look at results by different profiles The Analysis Tool Produce Cross-tabs View trend data

61. © Ipsos MORI Excel reports at Practice, CCG, and AT level. The Results Site All archive reports Data in CSV format Written Summary report

62. © Ipsos MORI A positive picture overall Most people have good experiences at their GP practice But a small drop in results reflects a large number of people with poorer experiences And we always need to ask ourselves what the data is not telling us…

63. Version 1 | Internal Use Only© Ipsos MORI For Internal Use Thank you