NHS LEICESTER CITY CCG Latest survey

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NHS LEICESTER CITY CCG Latest survey
NHS LEICESTER CITY CCG
Latest survey results
January 2016 publication
Version 1| Internal Use Only
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© Ipsos MORI
15-032172-01 Version 1 | Internal Use Only
Contents
This slide pack provides results for the following topic areas:
Background, introduction and guidance.….…………………….……………………………………………..Slide 3
Overall experience of GP surgeries……………………………………………………………………………...Slide 8
Access to GP services………..……………………………………………………………………………………Slide 14
Making an appointment…………………………………………………………………………………………….Slide 23
Waiting times at the GP surgery.….…………………………………………………………………………......Slide 34
Perceptions of care at patients’ last GP appointment………………………………………………….........Slide 38
Perceptions of care at patients’ last nurse appointment………………………………………………….…Slide 43
Satisfaction with the practice’s opening hours.……………………………………………………………….Slide 48
Out-of-hours services.………………………………………………………………………………………………Slide 52
Statistical reliability..………………………………………………………………………………………………..Slide 56
Want to know more?………………………………………………………………………………………………..Slide 58
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Background, introduction
and guidance
3
© Ipsos MORI
15-032172-01 Version 1 | Internal Use Only
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 LEICESTER CITY 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 LEICESTER CITY CCG, 22,506 questionnaires were sent out, and 6,313 were
returned completed. This represents a response rate of 28%.
•
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:
- CCG and practice-level results are
also displayed on maps, with results
split across 5 bands (or ‘quintiles’) in
order to have a fairly even distribution
at the national level of CCGs/practices
across each band.
Trends:
•
Latest / Jan 2016: refers to the
January 2016 publication (fieldwork
January to March 2015 and July to
September 2015)
-
Jan 2015: refers to the January 2015
publication (fieldwork January to
March 2014 and July to September
2014).
-
Dec 2013: refers to the December
2013 publication (fieldwork January
to March 2013 and July to September
2013).
15-032172-01 Version 1 | Internal Use Only
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%
For further information on using the data
please refer to the end of this slide pack.
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© Ipsos MORI
*
More than 0% but less
than 0.5%
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
Good
79%
Poor
7%
14%
35%
Jan 2015
Good
80%
Poor
7%
85%
Very good
5%
Good
Fairly good
Neither good nor poor
5%
Fairly poor
Dec 2013
Very poor
Good
80%
Poor
7%
Poor
44%
Local CCG range – % Good
Practice range in CCG – % Good
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
59%
99%
77%
88%
Base: All those completing a questionnaire: National (836,967); CCG 2016 (6,178); CCG 2015 (6,146); CCG 2013 (6,730) Practice bases range from 33 to 126;
CCG bases range from 551 to 7,719
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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
77%
to
88%
Comparisons are indicative only: differences may not
be statistically significant
Base: All those completing a questionnaire: CCG bases range from 551 to 7,719
%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
59%
to
99%
Comparisons are indicative only: differences may not
be statistically significant
Base: All those completing a questionnaire: Practice bases range from 33 to 126
%Good = %Very good + %Fairly good
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0%
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Base: All those completing a questionnaire: National (836,967); CCG (6,178); Practice bases range from 33 to 126
THE PRACTICE-SAYEED
ASQUITH SURGERY
DR U K ROY
RUSHEY MEAD HEALTH CENTRE
AYLESTONE HEALTH CENTRE
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
THE SURGERY @ AYLESTONE
BROADHURST ST MED PRACT (KS
MORJARIA)
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
DR B MODI
SHEFA MEDICAL PRACTICE
SAFFRON SURGERY
CCG
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
INCLUSION HEALTHCARE
FOSSE MEDICAL CENTRE (GK
SHARMA)
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
Practices
WESTCOTES MEDICAL CENTRE
THE WILLOWS MEDICAL CENTRE
DR P KHUNTI & PARTNERS
CCG
THE CHARNWOOD PRACTICE
BOWLING GREEN STREET SURGERY
LEICESTER CITY ASSIST PRACTICE
DR GANDECHA & PARTNER
HOCKLEY FARM MED PRACT (A NANA)
DR S SHAFI
AR-RAZI MEDICAL CENTRE
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
DR SM AROLKER & PARTNERS
MERRIDALE MEDICAL CENTRE (RP
TEW)
BRANDON STREET SURGERY
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
HIGHFIELDS SURGERY (R WADHWA)
JOHNSON MEDICAL PRACTICE
SPINNEY HILL MEDICAL CENTRE
EAST PARK MEDICAL CENTRE (RP
PANDYA)
EAST LEICESTER MED PRACT(S
LONGWORTH)
WESTCOTES GP SURGERY (TWO)
THE PRACTICE-RUSHEY MEAD
HIGHFIELDS MEDICAL CENTRE
WESTCOTES GP SURGERY (ONE)
EVINGTON MEDICAL CENTRE (C
KUMAR)
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
0%
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PASLEY ROAD HEALTH CENTRE (G
SINGH)
QUEENS ROAD MEDICAL CENTRE
DE MONTFORT SURGERY
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
SAFFRON GROUP PRACTICE
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
HEATHERBROOK SURGERY (RP
ARCHER)
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
OAKMEADOW SURGERY (RA LEACH)
CLARENDON PARK ROAD HEALTH
CENTRE
BELGRAVE SURGERY (SV BAPODRA)
BEAUMONT LODGE MEDICAL
PRACTICE
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
THE MAPLES SURGERY (KP NEWLEY)
SSAFA CARE CIC H & S
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
WALNUT ST MED CTR (LEICESTER
MED GROUP)
Overall experience – how the CCG’s practices compare
Overall, how would you describe your experience of your GP surgery?
Percentage of patients saying good
Practices
Base: All those completing a questionnaire: National (836,967); CCG (6,178); Practice bases range from 33 to 126
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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
65%
Easy
11%
31%
Not easy
3%
70%
Very easy
23%
Easy
Fairly easy
Jan 2015
Easy
66%
Not easy
30%
Not very easy
21%
Not at all easy
Haven't tried
Dec 2013
43%
Easy
68%
Not easy
27%
Not easy
Practice range in CCG - % Easy
Local CCG range - % Easy
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
36%
95%
57%
75%
Base: All those completing a questionnaire: National (849,770); CCG 2016 (6,275); CCG 2015 (6,272); CCG 2013 (6,892) Practice bases range from 33 to 127;
CCG bases range from 558 to 7,795
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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 (6,275); Practice bases range from 33 to 127
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
WESTCOTES MEDICAL CENTRE
INCLUSION HEALTHCARE
THE PRACTICE-SAYEED
THE WILLOWS MEDICAL CENTRE
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
SSAFA CARE CIC H & S
HOCKLEY FARM MED PRACT (A NANA)
DR P KHUNTI & PARTNERS
DR GANDECHA & PARTNER
DR S SHAFI
BRANDON STREET SURGERY
CCG
THE CHARNWOOD PRACTICE
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
SAFFRON GROUP PRACTICE
LEICESTER CITY ASSIST PRACTICE
Practices
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
DR SM AROLKER & PARTNERS
OAKMEADOW SURGERY (RA LEACH)
CCG
WESTCOTES GP SURGERY (TWO)
HIGHFIELDS SURGERY (R WADHWA)
SHEFA MEDICAL PRACTICE
FOSSE MEDICAL CENTRE (GK
SHARMA)
BOWLING GREEN STREET SURGERY
BEAUMONT LODGE MEDICAL
PRACTICE
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
SAFFRON SURGERY
THE PRACTICE-RUSHEY MEAD
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
EAST PARK MEDICAL CENTRE (RP
PANDYA)
MERRIDALE MEDICAL CENTRE (RP
TEW)
WESTCOTES GP SURGERY (ONE)
THE SURGERY @ AYLESTONE
EVINGTON MEDICAL CENTRE (C
KUMAR)
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
JOHNSON MEDICAL PRACTICE
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
SPINNEY HILL MEDICAL CENTRE
HIGHFIELDS MEDICAL CENTRE
EAST LEICESTER MED PRACT(S
LONGWORTH)
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%
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
CCG
National Average
Percentage of patients saying it is ‘easy’ to get through to someone on the phone
100%
90%
80%
70%
60%
50%
40%
30%
20%
DR U K ROY
AR-RAZI MEDICAL CENTRE
AYLESTONE HEALTH CENTRE
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
BROADHURST ST MED PRACT (KS
MORJARIA)
PASLEY ROAD HEALTH CENTRE (G
SINGH)
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
BELGRAVE SURGERY (SV BAPODRA)
ASQUITH SURGERY
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
THE MAPLES SURGERY (KP NEWLEY)
DR B MODI
CLARENDON PARK ROAD HEALTH
CENTRE
DE MONTFORT SURGERY
HEATHERBROOK SURGERY (RP
ARCHER)
WALNUT ST MED CTR (LEICESTER
MED GROUP)
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
RUSHEY MEAD HEALTH CENTRE
0%
QUEENS ROAD MEDICAL CENTRE
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 (6,275); Practice bases range from 33 to 127
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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
83%
Not helpful
15%
87%
Very helpful
5%
10%
Helpful
Fairly helpful
Jan 2015
39%
Helpful
82%
Not helpful
15%
Not very helpful
11%
Not at all helpful
Don't know
44%
Dec 2013
Not helpful
Helpful
83%
Not helpful
14%
Local CCG range - % Helpful
Practice range in CCG - % Helpful
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
60%
99%
83%
90%
Base: All those completing a questionnaire: National (849,199); CCG 2016 (6,273); CCG 2015 (6,257); CCG 2013 (6,894) Practice bases range from 33 to 127;
CCG bases range from 558 to 7,787
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© Ipsos MORI
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%Helpful = %Very helpful + %Fairly helpful
%Not helpful = %Not very helpful + %Not at all helpful
0%
© Ipsos MORI
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Base: All those completing a questionnaire: National (849,199); CCG (6,273); Practice bases range from 33 to 127
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
THE PRACTICE-SAYEED
WESTCOTES MEDICAL CENTRE
BELGRAVE SURGERY (SV BAPODRA)
THE CHARNWOOD PRACTICE
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
BROADHURST ST MED PRACT (KS
MORJARIA)
DR B MODI
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
OAKMEADOW SURGERY (RA LEACH)
THE SURGERY @ AYLESTONE
CCG
QUEENS ROAD MEDICAL CENTRE
WESTCOTES GP SURGERY (TWO)
DR S SHAFI
SAFFRON SURGERY
DR SM AROLKER & PARTNERS
Practices
FOSSE MEDICAL CENTRE (GK
SHARMA)
CLARENDON PARK ROAD HEALTH
CENTRE
LEICESTER CITY ASSIST PRACTICE
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
SSAFA CARE CIC H & S
BEAUMONT LODGE MEDICAL
PRACTICE
SHEFA MEDICAL PRACTICE
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
CCG
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
BRANDON STREET SURGERY
EAST LEICESTER MED PRACT(S
LONGWORTH)
MERRIDALE MEDICAL CENTRE (RP
TEW)
HIGHFIELDS SURGERY (R WADHWA)
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
JOHNSON MEDICAL PRACTICE
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
WESTCOTES GP SURGERY (ONE)
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
EAST PARK MEDICAL CENTRE (RP
PANDYA)
THE WILLOWS MEDICAL CENTRE
DR GANDECHA & PARTNER
HIGHFIELDS MEDICAL CENTRE
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
SPINNEY HILL MEDICAL CENTRE
THE PRACTICE-RUSHEY MEAD
EVINGTON MEDICAL CENTRE (C
KUMAR)
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%
Helpfulness of receptionists at GP surgery:
how the CCG’s practices compare
How helpful do you find the receptionists at your GP Surgery?
Practices
CCG
National Average
Percentage of patients saying receptionists at the GP surgery are ‘helpful’
100%
90%
80%
70%
60%
50%
40%
30%
20%
THE MAPLES SURGERY (KP NEWLEY)
SAFFRON GROUP PRACTICE
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
DE MONTFORT SURGERY
ASQUITH SURGERY
PASLEY ROAD HEALTH CENTRE (G
SINGH)
DR U K ROY
HOCKLEY FARM MED PRACT (A NANA)
AYLESTONE HEALTH CENTRE
HEATHERBROOK SURGERY (RP
ARCHER)
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
BOWLING GREEN STREET SURGERY
DR P KHUNTI & PARTNERS
WALNUT ST MED CTR (LEICESTER
MED GROUP)
AR-RAZI MEDICAL CENTRE
RUSHEY MEAD HEALTH CENTRE
INCLUSION HEALTHCARE
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
0%
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
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 (849,199); CCG (6,273); Practice bases range from 33 to 127
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%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
53%
51%
50
CCG
40
30
Practice range
within CCG
27%
National
30%
29%
19%
20
15%
10%
10
3%
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 (6,032); Practice bases range from 32 to 124
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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
8%
7%
10%
6%
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 (6,073); Practice bases range from 33 to 124
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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
80%
Yes
14%
85%
Yes
6%
No
14%
Yes
Yes, but I had to call back
closer to or on the day
Jan 2015
81%
Yes
No
18%
14%
No
62%
11%
Can't remember
Dec 2013
No
Yes
82%
No
13%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
57%
100%
78%
88%
Base: All those completing a questionnaire: National (815,057); CCG 2016 (5,998); CCG 2015 (6,022); CCG 2013 (6,608) Practice bases range
from 32 to 121; CCG bases range from 534 to 7,552
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%Yes = %Yes + %Yes, but I had to call back closer to or on the day
WESTCOTES GP SURGERY (TWO)
0%
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Base: All those completing a questionnaire: National (815,057); CCG (5,998); Practice bases range from 32 to 121
SAFFRON SURGERY
BEAUMONT LODGE MEDICAL
PRACTICE
HEATHERBROOK SURGERY (RP
ARCHER)
DR B MODI
RUSHEY MEAD HEALTH CENTRE
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
FOSSE MEDICAL CENTRE (GK
SHARMA)
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
AR-RAZI MEDICAL CENTRE
DR U K ROY
MERRIDALE MEDICAL CENTRE (RP
TEW)
CCG
CCG
LEICESTER CITY ASSIST PRACTICE
THE PRACTICE-RUSHEY MEAD
EVINGTON MEDICAL CENTRE (C
KUMAR)
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
Practices
SSAFA CARE CIC H & S
BELGRAVE SURGERY (SV BAPODRA)
HIGHFIELDS MEDICAL CENTRE
HOCKLEY FARM MED PRACT (A NANA)
THE WILLOWS MEDICAL CENTRE
THE SURGERY @ AYLESTONE
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
AYLESTONE HEALTH CENTRE
THE PRACTICE-SAYEED
DR SM AROLKER & PARTNERS
JOHNSON MEDICAL PRACTICE
DR GANDECHA & PARTNER
SHEFA MEDICAL PRACTICE
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
BOWLING GREEN STREET SURGERY
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
WESTCOTES GP SURGERY (ONE)
EAST PARK MEDICAL CENTRE (RP
PANDYA)
THE CHARNWOOD PRACTICE
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
BRANDON STREET SURGERY
WALNUT ST MED CTR (LEICESTER
MED GROUP)
HIGHFIELDS SURGERY (R WADHWA)
EAST LEICESTER MED PRACT(S
LONGWORTH)
SPINNEY HILL MEDICAL CENTRE
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
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
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%
DE MONTFORT SURGERY
DR P KHUNTI & PARTNERS
WESTCOTES MEDICAL CENTRE
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
PASLEY ROAD HEALTH CENTRE (G
SINGH)
CLARENDON PARK ROAD HEALTH
CENTRE
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
THE MAPLES SURGERY (KP NEWLEY)
OAKMEADOW SURGERY (RA LEACH)
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
DR S SHAFI
ASQUITH SURGERY
QUEENS ROAD MEDICAL CENTRE
SAFFRON GROUP PRACTICE
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
INCLUSION HEALTHCARE
0%
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
BROADHURST ST MED PRACT (KS
MORJARIA)
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 (5,998); Practice bases range from 32 to 121
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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
90%
Not convenient
10%
9%
41%
Jan 2015
Convenient
90%
Not convenient
10%
Very convenient
92%
Fairly convenient
Convenient
Not very convenient
48%
8%
Not at all convenient
Dec 2013
Not convenient
Convenient
90%
Not convenient
10%
Practice range in CCG - % Convenient
Local CCG range - % Convenient
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
80%
100%
88%
94%
Base: All those able to get an appointment: National (703,182); CCG 2016 (4,792); CCG 2015 (4,956); CCG 2013 (5,468) Practice bases range
from 27 to 106; CCG bases range from 464 to 6,598
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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 (4,792); Practice bases range from 27 to 106
DR P KHUNTI & PARTNERS
AR-RAZI MEDICAL CENTRE
BEAUMONT LODGE MEDICAL
PRACTICE
DR B MODI
QUEENS ROAD MEDICAL CENTRE
HOCKLEY FARM MED PRACT (A NANA)
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
WESTCOTES MEDICAL CENTRE
SAFFRON SURGERY
CCG
BROADHURST ST MED PRACT (KS
MORJARIA)
WALNUT ST MED CTR (LEICESTER
MED GROUP)
THE MAPLES SURGERY (KP NEWLEY)
JOHNSON MEDICAL PRACTICE
CCG
BOWLING GREEN STREET SURGERY
Practices
EAST LEICESTER MED PRACT(S
LONGWORTH)
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
DR SM AROLKER & PARTNERS
RUSHEY MEAD HEALTH CENTRE
LEICESTER CITY ASSIST PRACTICE
THE PRACTICE-RUSHEY MEAD
THE SURGERY @ AYLESTONE
MERRIDALE MEDICAL CENTRE (RP
TEW)
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
THE PRACTICE-SAYEED
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
EAST PARK MEDICAL CENTRE (RP
PANDYA)
DR GANDECHA & PARTNER
THE CHARNWOOD PRACTICE
DR S SHAFI
BRANDON STREET SURGERY
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
FOSSE MEDICAL CENTRE (GK
SHARMA)
SPINNEY HILL MEDICAL CENTRE
DE MONTFORT SURGERY
SSAFA CARE CIC H & S
WESTCOTES GP SURGERY (ONE)
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
HIGHFIELDS MEDICAL CENTRE
EVINGTON MEDICAL CENTRE (C
KUMAR)
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
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
Convenience of appointments:
how the CCG’s practices compare
How convenient was the appointment you were able to get?
Practices
CCG
National Average
Percentage of patients saying their appointment was ‘convenient’
100%
90%
80%
70%
60%
50%
40%
30%
20%
DR U K ROY
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
PASLEY ROAD HEALTH CENTRE (G
SINGH)
ASQUITH SURGERY
CLARENDON PARK ROAD HEALTH
CENTRE
OAKMEADOW SURGERY (RA LEACH)
BELGRAVE SURGERY (SV BAPODRA)
WESTCOTES GP SURGERY (TWO)
AYLESTONE HEALTH CENTRE
HEATHERBROOK SURGERY (RP
ARCHER)
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
SHEFA MEDICAL PRACTICE
SAFFRON GROUP PRACTICE
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
INCLUSION HEALTHCARE
HIGHFIELDS SURGERY (R WADHWA)
0%
THE WILLOWS MEDICAL CENTRE
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 (703,182); CCG (4,792); Practice bases range from 27 to 106
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%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
37% 38%
23% 22%
16%
20%
10%
3%
6%
6%
5%
4%
0%
Went to the
Got an
Had a consultation
appointment I was appointment for a over the phone
offered
different day
3%
7%
12%
11% 13%
5%
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 (577)
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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
15%
7%
8%
28%
Fairly good
Good
Neither good nor poor
17%
Jan 2015
73%
Very good
Good
69%
Fairly poor
Poor
15%
Very poor
12%
40%
Dec 2013
Poor
Good
70%
Poor
13%
Practice range in CCG - % Good
Local CCG range - % Good
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
37%
95%
62%
78%
Base: All those completing a questionnaire: National (811,562); CCG 2016 (6,017); CCG 2015 (5,999); CCG 2013 (6,580) Practice bases range from 31 to 122;
CCG bases range from 532 to 7,509
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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 (6,017); Practice bases range from 31 to 122
HEATHERBROOK SURGERY (RP
ARCHER)
AYLESTONE HEALTH CENTRE
DR B MODI
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
INCLUSION HEALTHCARE
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
DE MONTFORT SURGERY
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
CCG
HOCKLEY FARM MED PRACT (A NANA)
SAFFRON GROUP PRACTICE
DR S SHAFI
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
DR GANDECHA & PARTNER
Practices
FOSSE MEDICAL CENTRE (GK
SHARMA)
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
HIGHFIELDS SURGERY (R WADHWA)
MERRIDALE MEDICAL CENTRE (RP
TEW)
THE PRACTICE-SAYEED
CCG
THE SURGERY @ AYLESTONE
SAFFRON SURGERY
BOWLING GREEN STREET SURGERY
BEAUMONT LODGE MEDICAL
PRACTICE
LEICESTER CITY ASSIST PRACTICE
THE CHARNWOOD PRACTICE
BRANDON STREET SURGERY
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
SHEFA MEDICAL PRACTICE
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
JOHNSON MEDICAL PRACTICE
WESTCOTES GP SURGERY (TWO)
EAST PARK MEDICAL CENTRE (RP
PANDYA)
DR SM AROLKER & PARTNERS
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
THE PRACTICE-RUSHEY MEAD
EAST LEICESTER MED PRACT(S
LONGWORTH)
SPINNEY HILL MEDICAL CENTRE
HIGHFIELDS MEDICAL CENTRE
WESTCOTES GP SURGERY (ONE)
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
EVINGTON MEDICAL CENTRE (C
KUMAR)
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
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%
DR U K ROY
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
PASLEY ROAD HEALTH CENTRE (G
SINGH)
BROADHURST ST MED PRACT (KS
MORJARIA)
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
THE MAPLES SURGERY (KP NEWLEY)
AR-RAZI MEDICAL CENTRE
QUEENS ROAD MEDICAL CENTRE
ASQUITH SURGERY
WESTCOTES MEDICAL CENTRE
SSAFA CARE CIC H & S
BELGRAVE SURGERY (SV BAPODRA)
OAKMEADOW SURGERY (RA LEACH)
THE WILLOWS MEDICAL CENTRE
CLARENDON PARK ROAD HEALTH
CENTRE
WALNUT ST MED CTR (LEICESTER
MED GROUP)
RUSHEY MEAD HEALTH CENTRE
DR P KHUNTI & PARTNERS
0%
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
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 (6,017); Practice bases range from 31 to 122
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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
51%
Wait too long
41%
I don't normally have to wait
too long
8%
12%
Jan 2015
I have to wait a bit too long
51%
Don't wait too
long
51%
Wait too long
42%
Dec 2013
34%
Wait too long
Don't wait too
long
51%
Wait too long
42%
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
16%
86%
46%
65%
Base: All those completing a questionnaire: National (815,634); CCG 2016 (6,013); CCG 2015 (6,021); CCG 2013 (6,595) Practice
bases range from 32 to 123; CCG bases range from 542 to 7,537
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Don’t wait too long
I have to wait far too long
No opinion/doesn't apply
29%
58%
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%Wait too long= %I have to wait a bit too long + %I have to wait far too long
0%
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Base: All those completing a questionnaire: National (815,634); CCG (6,013); Practice bases range from 32 to 123
CCG
Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses
WESTCOTES MEDICAL CENTRE
FOSSE MEDICAL CENTRE (GK
SHARMA)
RUSHEY MEAD HEALTH CENTRE
WESTCOTES GP SURGERY (TWO)
MERRIDALE MEDICAL CENTRE (RP
TEW)
THE CHARNWOOD PRACTICE
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
SAFFRON SURGERY
WALNUT ST MED CTR (LEICESTER
MED GROUP)
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
CCG
HOCKLEY FARM MED PRACT (A NANA)
SAFFRON GROUP PRACTICE
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
Practices
AR-RAZI MEDICAL CENTRE
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
SHEFA MEDICAL PRACTICE
BELGRAVE SURGERY (SV BAPODRA)
BRANDON STREET SURGERY
DR SM AROLKER & PARTNERS
THE PRACTICE-RUSHEY MEAD
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
SPINNEY HILL MEDICAL CENTRE
LEICESTER CITY ASSIST PRACTICE
DR S SHAFI
THE PRACTICE-SAYEED
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
SSAFA CARE CIC H & S
DR GANDECHA & PARTNER
DR P KHUNTI & PARTNERS
THE WILLOWS MEDICAL CENTRE
WESTCOTES GP SURGERY (ONE)
EAST LEICESTER MED PRACT(S
LONGWORTH)
EVINGTON MEDICAL CENTRE (C
KUMAR)
JOHNSON MEDICAL PRACTICE
BEAUMONT LODGE MEDICAL
PRACTICE
HIGHFIELDS SURGERY (R WADHWA)
THE SURGERY @ AYLESTONE
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
HIGHFIELDS MEDICAL CENTRE
EAST PARK MEDICAL CENTRE (RP
PANDYA)
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%
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?
Practices
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%
DE MONTFORT SURGERY
DR U K ROY
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
OAKMEADOW SURGERY (RA LEACH)
BOWLING GREEN STREET SURGERY
THE MAPLES SURGERY (KP NEWLEY)
ASQUITH SURGERY
HEATHERBROOK SURGERY (RP
ARCHER)
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
PASLEY ROAD HEALTH CENTRE (G
SINGH)
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
QUEENS ROAD MEDICAL CENTRE
CLARENDON PARK ROAD HEALTH
CENTRE
INCLUSION HEALTHCARE
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
AYLESTONE HEALTH CENTRE
DR B MODI
0%
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
BROADHURST ST MED PRACT (KS
MORJARIA)
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 (815,634); CCG (6,013); Practice bases range from 32 to 123
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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
5%
5%
5%
7%
6%
4%
12%
4%
9%
3%
12%
3%
4%
17%
4%
13%
43%
43%
43%
39%
42%
40%
41%
35%
Very poor
42%
38%
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 (6,014; 6,005; 5,802; 5,650; 5,892); 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
88%
No
7%
7%
5%
92%
Yes, definitely
Yes, to some extent
Yes
Jan 2015
Yes
89%
No
6%
34%
55%
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
68%
97%
88%
94%
Base: All those completing a questionnaire: National (821,488); CCG 2016 (6,091); CCG 2015 (6,094); CCG 2013 (6,669) Practice bases range from 33 to 123;
CCG bases range from 542 to 7,582
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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 (6,091); Practice bases range from 33 to 123
SSAFA CARE CIC H & S
BEAUMONT LODGE MEDICAL
PRACTICE
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
DR B MODI
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
DR GANDECHA & PARTNER
DR SM AROLKER & PARTNERS
DR P KHUNTI & PARTNERS
DR U K ROY
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
CCG
AYLESTONE HEALTH CENTRE
THE CHARNWOOD PRACTICE
AR-RAZI MEDICAL CENTRE
FOSSE MEDICAL CENTRE (GK
SHARMA)
HOCKLEY FARM MED PRACT (A NANA)
Practices
EAST PARK MEDICAL CENTRE (RP
PANDYA)
JOHNSON MEDICAL PRACTICE
CCG
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
HIGHFIELDS SURGERY (R WADHWA)
SPINNEY HILL MEDICAL CENTRE
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
LEICESTER CITY ASSIST PRACTICE
EAST LEICESTER MED PRACT(S
LONGWORTH)
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
THE PRACTICE-SAYEED
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
DR S SHAFI
MERRIDALE MEDICAL CENTRE (RP
TEW)
BOWLING GREEN STREET SURGERY
RUSHEY MEAD HEALTH CENTRE
WALNUT ST MED CTR (LEICESTER
MED GROUP)
WESTCOTES GP SURGERY (ONE)
EVINGTON MEDICAL CENTRE (C
KUMAR)
WESTCOTES MEDICAL CENTRE
THE PRACTICE-RUSHEY MEAD
HIGHFIELDS MEDICAL CENTRE
BRANDON STREET SURGERY
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
THE WILLOWS MEDICAL CENTRE
WESTCOTES GP SURGERY (TWO)
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
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?
Practices
CCG
National Average
Percentage of patients saying they have trust and confidence in their GP
100%
90%
80%
70%
60%
50%
40%
30%
20%
THE MAPLES SURGERY (KP NEWLEY)
PASLEY ROAD HEALTH CENTRE (G
SINGH)
BELGRAVE SURGERY (SV BAPODRA)
THE SURGERY @ AYLESTONE
HEATHERBROOK SURGERY (RP
ARCHER)
QUEENS ROAD MEDICAL CENTRE
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
OAKMEADOW SURGERY (RA LEACH)
SHEFA MEDICAL PRACTICE
ASQUITH SURGERY
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
INCLUSION HEALTHCARE
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
CLARENDON PARK ROAD HEALTH
CENTRE
BROADHURST ST MED PRACT (KS
MORJARIA)
SAFFRON SURGERY
SAFFRON GROUP PRACTICE
0%
DE MONTFORT 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 (821,488); CCG (6,091); Practice bases range from 33 to 123
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%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
3%
3%
3%
4%
4%
9%
9%
10%
3%
13%
10%
41%
42%
42%
47%
46%
44%
44%
39%
Very poor
42%
44%
Very good
Giving you enough time
Listening to you
Explaining tests and
treatments
*Those who say ‘Does not apply’ have been excluded from these results.
Involving you in
decisions about your
care
Base: All those completing a questionnaire: CCG 2016 (5,487; 5,431; 5,305; 4,959; 5,315); 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
Yes
82%
No
4%
84%
Yes, definitely
14%
4%
Yes, to some extent
Yes
Jan 2015
54%
Yes
83%
No
3%
No, not at all
28%
Don't know/can't say
Dec 2013
3%
No
Yes
84%
No
3%
Practice range in CCG - % Yes
Local CCG range - % Yes
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
71%
96%
81%
91%
Base: All those completing a questionnaire: National (796,042); CCG 2016 (5,958); CCG 2015 (5,943); CCG 2013 (6,513) Practice bases range from 32 to 123;
CCG bases range from 524 to 7,417
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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 (5,958); Practice bases range from 32 to 123
SPINNEY HILL MEDICAL CENTRE
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
RUSHEY MEAD HEALTH CENTRE
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
HIGHFIELDS SURGERY (R WADHWA)
AYLESTONE HEALTH CENTRE
SHEFA MEDICAL PRACTICE
PASLEY ROAD HEALTH CENTRE (G
SINGH)
DR GANDECHA & PARTNER
INCLUSION HEALTHCARE
CCG
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
EAST LEICESTER MED PRACT(S
LONGWORTH)
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
CCG
THE MAPLES SURGERY (KP NEWLEY)
EAST PARK MEDICAL CENTRE (RP
PANDYA)
Practices
SSAFA CARE CIC H & S
THE CHARNWOOD PRACTICE
DR S SHAFI
MERRIDALE MEDICAL CENTRE (RP
TEW)
FOSSE MEDICAL CENTRE (GK
SHARMA)
HIGHFIELDS MEDICAL CENTRE
BEAUMONT LODGE MEDICAL
PRACTICE
SAFFRON GROUP PRACTICE
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
DE MONTFORT SURGERY
DR P KHUNTI & PARTNERS
WESTCOTES GP SURGERY (ONE)
WESTCOTES MEDICAL CENTRE
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
BRANDON STREET SURGERY
THE PRACTICE-SAYEED
EVINGTON MEDICAL CENTRE (C
KUMAR)
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
JOHNSON MEDICAL PRACTICE
THE PRACTICE-RUSHEY MEAD
THE SURGERY @ AYLESTONE
HEATHERBROOK SURGERY (RP
ARCHER)
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
WESTCOTES GP SURGERY (TWO)
BROADHURST ST MED PRACT (KS
MORJARIA)
THE WILLOWS MEDICAL CENTRE
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
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
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%
ASQUITH SURGERY
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
CLARENDON PARK ROAD HEALTH
CENTRE
QUEENS ROAD MEDICAL CENTRE
HOCKLEY FARM MED PRACT (A NANA)
OAKMEADOW SURGERY (RA LEACH)
BELGRAVE SURGERY (SV BAPODRA)
AR-RAZI MEDICAL CENTRE
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
LEICESTER CITY ASSIST PRACTICE
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
DR U K ROY
WALNUT ST MED CTR (LEICESTER
MED GROUP)
SAFFRON SURGERY
DR SM AROLKER & PARTNERS
BOWLING GREEN STREET SURGERY
DR B MODI
0%
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
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 (5,958); Practice bases range from 32 to 123
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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
9%
6%
National results
75%
Very satisfied
3%
3%
Fairly satisfied
11%
36%
Satisfied
Neither satisfied nor
dissatisfied
Jan 2015
Satisfied
77%
Dissatisfied
9%
Fairly dissatisfied
Satisfied
79%
Dissatisfied
9%
10%
Very dissatisfied
40%
Dec 2013
Practice range in CCG - % Satisfied
Local CCG range - % Satisfied
Lowest
Performing
Highest
Performing
Lowest
Performing
Highest
Performing
53%
94%
69%
82%
Base: All those completing a questionnaire: National (837,583); CCG 2016 (6,178); CCG 2015 (6,165); CCG 2013 (6,743) Practice bases range from 31 to
124; CCG bases range from 554 to 7,729
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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 (6,178); Practice bases range from 31 to 124
JOHNSON MEDICAL PRACTICE
OAKMEADOW SURGERY (RA LEACH)
DR GANDECHA & PARTNER
PASLEY ROAD HEALTH CENTRE (TK
KHONG)
DR P KHUNTI & PARTNERS
MERRIDALE MEDICAL CENTRE (RP
TEW)
MELBOURNE ROAD HEALTH CENTRE
(R KAPUR)
BEAUMONT LODGE MEDICAL
PRACTICE
CLARENDON PARK ROAD HEALTH
CENTRE
DOWNING DRIVE SURGERY (AJJ
BENTLEY)
CCG
ST MATTHEWS HEALTH &
COMMUNITY CENTRE
RUSHEY MEAD HEALTH CENTRE
BOWLING GREEN STREET SURGERY
AYLESTONE HEALTH CENTRE
HOCKLEY FARM MED PRACT (A NANA)
WILLOWBROOK MEDICAL CENTRE (JG
ASTLES)
Practices
CCG
FOSSE MEDICAL CENTRE (GK
SHARMA)
BEAUMONT LEYS HEALTH CENTRE
(CARETAKER)
ST PETER'S MED CENTRE (MANSINGH
& MEHRA)
ST ELIZABETH'S MEDICAL CENTRE (JA
WOOD)
SHEFA MEDICAL PRACTICE
DR SM AROLKER & PARTNERS
HEATHERBROOK SURGERY (RP
ARCHER)
AR-RAZI MEDICAL CENTRE
EAST PARK MEDICAL CENTRE (RP
PANDYA)
EAST LEICESTER MED PRACT(S
LONGWORTH)
THE PRACTICE-RUSHEY MEAD
WALNUT ST MED CTR (LEICESTER
MED GROUP)
SAFFRON SURGERY
WESTCOTES GP SURGERY (TWO)
GROBY ROAD MEDICAL CENTRE (ID
PATCHETT)
THE HEDGES MEDICAL CENTRE (SA
BAILEY)
WESTCOTES HEALTH CENTRE (RL
HAZELDINE)
DR S SHAFI
ST PETER'S ROAD SURGERY (KA
CHOUDRY)
QUEENS ROAD MEDICAL CENTRE
HUMBERSTONE MEDICAL CENTRE (IP
JONES)
HIGHFIELDS SURGERY (R WADHWA)
THE SURGERY @ AYLESTONE
SPINNEY HILL MEDICAL CENTRE
HIGHFIELDS MEDICAL CENTRE
WESTCOTES GP SURGERY (ONE)
EVINGTON MEDICAL CENTRE (C
KUMAR)
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
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%
BRANDON STREET SURGERY
PASLEY ROAD HEALTH CENTRE (G
SINGH)
DE MONTFORT SURGERY
SSAFA CARE CIC H & S
DR U K ROY
THE PARKS MEDICAL CENTRE (B
HAINSWORTH)
BELGRAVE SURGERY (SV BAPODRA)
WESTCOTES MEDICAL CENTRE
COMMUNITY HEALTH CENTRE (ZS
OSAMA)
BROADHURST ST MED PRACT (KS
MORJARIA)
LEICESTER CITY ASSIST PRACTICE
DR B MODI
THE MAPLES SURGERY (KP NEWLEY)
THE WILLOWS MEDICAL CENTRE
ASQUITH SURGERY
INCLUSION HEALTHCARE
THE CHARNWOOD PRACTICE
THE PRACTICE-SAYEED
0%
SAFFRON GROUP 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 (837,583); CCG (6,178); Practice bases range from 31 to 124
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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
54%
I contacted an NHS service by telephone
61%
21%
26%
A health professional called me back
A health professional visited me at home
6%
6%
30%
33%
I went to A&E
I saw a pharmacist
8%
9%
28%
23%
I went to another NHS service
Can't remember
National
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 (558)
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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
10%
It took too long
31%
59%
Base: All those
who tried to
contact an NHS
service when GP
surgery closed in
past 6 months:
National (68,038);
CCG (561)
Don't
know/doesn't
apply
National results
62%
32%
About right
Took too long
Yes, definitely
5%
11%
38%
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 (564)
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
8%
Very good
4%
25%
Good
61%
Poor
17%
National results
Fairly good
9%
Neither good nor poor
67%
Good
Fairly poor
18%
Very poor
Don't know/can't say
35%
15%
Poor
Local CCG range - % Good
Lowest
Performing
Highest
Performing
57%
77%
*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 (567); CCG bases range from 45 to 616
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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
[email protected]
We would be interested to hear any feedback you have on
this slide pack, so we can make improvements for the next
publication (July 2016).
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