nhs bexley ccg latest survey results · • ipsos mori administers the survey on behalf of nhs...
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Version 1| Public
© Ipsos MORI 18-042653-01 | Version 1 | Public
NHS BEXLEY CCG
Latest survey results July 2019 publication
****Abbreviated version****
Full report available at:
https://www.gp-patient.co.uk/Slidepacks2019#B
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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 BEXLEY CCG.
• The data in this slide pack are based on the July 2019 GPPS publication.
• In NHS BEXLEY CCG, 7,651 questionnaires were sent out, and 2,656 were returned
completed. This represents a response rate of 35%.
• In 2018 the questionnaire was redeveloped in response to significant changes to
primary care services as set out in the GP Forward View, and to provide a better
understanding of how local care services are supporting patients to live well, particularly
those with long-term care needs. The questionnaire (and past versions) can be found
here: https://gp-patient.co.uk/surveysandreports.
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Overall experience:
how the CCG’s practices compare
Percentage of patients saying ‘good’ CCG Practices National
Base: All those completing a questionnaire: National (760,037); CCG 2019 (2,624); Practice bases range from 33 to 137
Q31. Overall, how would you describe your experience of your GP practice?
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
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Comparisons are indicative only: differences may not be statistically significant
%Good = %Very good + %Fairly good
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15%
46%
24%
15% Very easy
Fairly easy
Not very easy
Not at all easy
68%
39%
Ease of getting through to GP practice on the phone
Q1. Generally, how easy is it to get through to someone at your GP practice on the phone?
32%
Easy
Not easy
Base: All those completing a questionnaire excluding 'Haven't tried': National (742,537); CCG 2019 (2,555); CCG 2018 (2,793); Practice bases range
from 33 to 133; CCG bases range from 2,324 to 7,930
61%
Easy
Not easy
63 61
37 39
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Easy % Not easy
%Easy = %Very easy + %Fairly easy
%Not easy = %Not very easy + %Not at all easy
Practice range in CCG – % Easy Local CCG range – % Easy
Lowest
Performing
Highest
Performing
39% 98%
Lowest
Performing
Highest
Performing
52% 83%
CCG’s results Comparison of results CCG’s results over time
National CCG
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0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
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Ease of getting through to GP practice on the phone:
how the CCG’s practices compare
Percentage of patients saying it is ‘easy’ to get through to someone on the phone
Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (742,537); CCG 2019 (2,555); Practice bases range from 33 to 133 %Easy = %Very easy + %Fairly easy
Q1. Generally, how easy is it to get through to someone at your GP practice on the phone?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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37%
50%
10% 3%
Very helpful
Fairly helpful
Not very helpful
Not at all helpful
89%
13%
Helpfulness of receptionists at GP practice
Q2. How helpful do you find the receptionists at your GP practice?
11%
Helpful
Not helpful
Base: All those completing a questionnaire excluding ‘Don’t know’: National (751,111); CCG 2019 (2,584); CCG 2018 (2,838); Practice bases range
from 34 to 138; CCG bases range from 2,359 to 8,065
87%
Helpful
Not helpful
86 87
14 13 0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Helpful % Not helpful
%Helpful = %Very helpful + %Fairly helpful
%Not helpful = %Not very helpful + %Not at all helpful
Practice range in CCG – % Helpful Local CCG range – % Helpful
Lowest
Performing
Highest
Performing
70% 98%
Lowest
Performing
Highest
Performing
81% 92%
CCG’s results Comparison of results CCG’s results over time
National CCG
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54%
39%
11% 6%
35%
44% 41%
15%
7%
40%
0
10
20
30
40
50
60
70
80
90
100
Bookingappointmentsonline
Ordering repeatprescriptionsonline
Accessing mymedical recordsonline
None of these Don't know
CCG
National
Awareness of online services
Comparisons are indicative only: differences may not be statistically significant
Pe
rcen
tage a
wa
re o
f o
nlin
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erv
ices o
ffe
red b
y
GP
pra
ctice
Base: All those completing a questionnaire: National (746,334); CCG 2019 (2,570); Practice bases range from 34 to 136
Q4. As far as you know, which of the following online services does your GP practice offer?
Practice range
within CCG
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Online service use
17%
12%
2%
77%
15% 16%
4%
76%
0
10
20
30
40
50
60
70
80
90
100
Booking appointmentsonline
Ordering repeatprescriptions online
Accessing my medicalrecords online
None of these
CCG
National
Pe
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tage u
se
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ast 1
2 m
on
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Practice range
within CCG
Base: All those completing a questionnaire: National (754,767); CCG 2019 (2,598); Practice bases range from 34 to 139
Q5. Which of the following general practice online services have you used in the past 12 months?
Comparisons are indicative only: differences may not be statistically significant
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0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
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Ease of use of online services:
how the CCG’s practices compare
Percentage of patients saying it is ‘easy’ to use their GP practice’s website
%Easy = %Very easy + %Fairly easy
Base: All those completing a questionnaire excluding 'Haven't tried': National (259,817); CCG 2019 (929); Practice bases range from 18 to 54
Q6. How easy is it to use your GP practice’s website to look for information or access services?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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Choice of appointment:
how the CCG’s practices compare
Percentage of patients saying ‘yes’ they were offered a choice of appointment
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
WE
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DR
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AV
AP
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N A
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PA
RT
NE
RS
Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (593,075); CCG 2019
(2,019); Practice bases range from 26 to 115
Q16. On this occasion (when you last tried to make a general practice appointment), were you
offered a choice of appointment?
CCG Practices National
%Yes = ‘a choice of place’ and/or ‘a choice of time or
day’ and/or ‘a choice of healthcare professional’
Comparisons are indicative only: differences may not be statistically significant
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68% 74%
68%
23%
9%
Yes, and I accepted anappointment
No, but I still took anappointment
No, and I did not takean appointment
Satisfaction with appointment offered
Practice range in CCG – % Yes Local CCG range – % Yes
Lowest
Performing
Highest
Performing
51% 88%
Lowest
Performing
Highest
Performing
62% 77%
Base: All who tried to make an appointment since being registered: National (711,867); CCG 2019 (2,454); CCG 2018 (2,696); Practice bases range
from 30 to 135; CCG bases range from 2,251 to 7,502
69 68
31 32
0
10
20
30
40
50
60
70
80
90
100
2018 2019
% Yes % No
Q17. Were you satisfied with the type of appointment (or appointments) you were offered?
6%
23%
9%
No, took appt
20%
Yes, took appt
No, took appt
Yes, took appt
No, didn’t take appt No, didn’t take appt
%No = %No, but I still took an appointment +
%No, and I did not take an appointment
CCG’s results Comparison of results CCG’s results over time
National CCG
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10% 8%
23%
10%
22%
13% 8% 7%
22%
14%
8% 12% 10% 10%
21%
12% 11%
29%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Got anappointment fora different day
Called an NHShelpline, suchas NHS 111
Went to A&E Spoke to apharmacist
Went to orcontacted
another NHSservice
Decided tocontact my
practice anothertime
Looked forinformation
online
Spoke to afriend or family
member
Didn’t see or speak to anyone
CCG
National
What patients do when they are not satisfied with the
appointment offered and do not take it O
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Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34,350); CCG 2019 (171)
Q19. What did you do when you did not take the appointment you were offered?
Comparisons are indicative only: differences may not be statistically significant
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Overall experience of making an appointment:
how the CCG’s practices compare
Percentage of patients saying they had a ‘good’ experience of making an appointment
Base: All who tried to make an appointment since being registered: National (705,310); CCG 2019 (2,424); Practice bases range from 30 to 132
0%
10%
20%
30%
40%
50%
60%
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%Good = %Very good + %Fairly good
Q22. Overall, how would you describe your experience of making an appointment?
Comparisons are indicative only: differences may not be statistically significant
CCG Practices National
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Perceptions of care at patients’ last appointment with a
healthcare professional
Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (717,030; 715,282; 717,062); CCG
2019 (2,464; 2,466; 2,463)
CCG’s results
Nationl results %
Poor (total)
CCG results
% Poor (total)
%Poor (total) = %Very poor + %Poor
Q26. Last time you had a general practice appointment, how good was the healthcare professional
at each of the following
43% 46% 46%
42% 42% 40%
12% 9% 10%
Giving you enough time Listening to you Treating you with care and concern
Very good Good Neither good nor poor Poor Very poor
National results
% ‘Poor’ (total)
CCG results
% ‘Poor’ (total)
Very poor
Very good
4% 4% 4%
4% 4% 4%
Giving you enough time Listening to you Treating you with care and concern
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51%
34%
15%
Yes, definitely
Yes, to some extent
No, not at all
86%
15%
Mental health needs recognised and understood
14%
Yes
No
Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my
last appointment’: National (284,999); CCG 2019 (959); CCG 2018 (1,035); Practice bases range from 26 to 65; CCG bases range from 852 to 3,542
85%
Yes
No
86 85
14 15
0
10
20
30
40
50
60
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80
90
100
2018 2019
% Yes % No
Q27. During your last general practice appointment, did you feel that the healthcare professional
recognised and/or understood any mental health needs that you might have had?
%Yes = %Yes, definitely + %Yes, to some extent
Practice range in CCG – % Yes Local CCG range – % Yes
Lowest
Performing
Highest
Performing
68% 99%
Lowest
Performing
Highest
Performing
76% 89%
CCG’s results Comparison of results CCG’s results over time
National CCG
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Satisfaction with appointment times:
how the CCG’s practices compare
Percentage of patients saying they are ‘satisfied’ with the appointment times available
Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (696,898); CCG 2019 (2,377);
Practice bases range from 30 to 130
0%
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SID
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ICA
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HU
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%Satisfied = %Very satisfied + %Fairly satisfied
Q8. How satisfied are you with the general practice appointment times that are available to you?
CCG Practices National
Comparisons are indicative only: differences may not be statistically significant
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50%
20%
3%
48%
10%
7%
24%
4%
63%
25%
5%
37%
12%
8%
17%
5%
I contacted an NHS service by telephone
A healthcare professional called me back
A healthcare professional visited me at home
I went to A&E
I saw a pharmacist
I went to another general practice service
I went to another NHS service
Can't remember
CCG National
Use of services when GP practice is closed
Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (139,476); CCG 2019 (516)
Q45. Considering all of the services you contacted, which of the following happened on that
occasion?
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© Ipsos MORI 18-042653-01 | Version 1 | Public
For further information about the GP Patient Survey, please
get in touch with the GPPS team at Ipsos MORI at
We would be interested to hear any feedback you have on
this slide pack, so we can make improvements for the next
publication.