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

For Internal Use

GP Patient Survey

December 2013 results Dec 2013

Background

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)

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

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

Over the years...

Now in its eighth year

34 million responses over the past seven years

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 APPOINTMENT OUT OF HOURS

LAST NURSE APPOINTMENT

OPENING HOURS SOME QUESTIONS ABOUT YOU

OVERALL EXPERIENCE

Covering NHS Outcomes Framework Indicators

Domain 2

Enhancing quality of life for people with

long-term conditionsQ34: EQ5D

Q39: Long-standing health conditionQ31: Medical conditionsQ32: Had enough support from local

services or orgsQ56: Carers

Covering NHS Outcomes Framework Indicators

Domain 4

Ensuring that people have a positive

experience of carePatient experience:Q28: Overall experience

Q45: Overall experience of out of hours GP

Q49: Overall experience of NHS DentistImprovement areas:Q18: Experience of making an appointment

Q48: Success in getting an NHS dental

appointment

Access

© Ipsos MORI

38%

41%

9%

6%

3% 4%

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

I’m not sure when my GP surgery is open

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

40%

40%

9%

5%2%

4%

December 2013(923,598)

December 2012(957,990)

© Ipsos MORI

76%

18%

7%

Yes No Don’t know

Is your GP surgery currently open at times that are convenient for you?

Three in four say the hours are convenient


77%

16%

7%

December 2013(910,234)

December 2012(945,407)

© 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

18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 to 84 85 and over60

65

70

75

80

85

90

95

100

68 67

70 71

80

9294

91

Yes (%)

Ye

s (%

)

© 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

© Ipsos MORI

74%

13%

10%3%

Were you able to get an appointment to see or speak to someone?

Almost nine in ten managed to get an appointment

73%

13%

10%3%

Yes Yes, but had to call back closer to/on day No Can't remember


December 2013(908,865)

December 2012(949,039)

© Ipsos MORI

48%

45%

6% 1%

How convenient was the appointment you were able to get?

And the majority said it was convenient

46%

46%

7%1%

Very convenient Fairly convenient Not very convenient Not at all convenient


December 2013(773,442)

December 2012(813,089)

© Ipsos MORI

How convenient was the appointment you were able to get?

Again, there are differences by age



82

84

86

88

90

92

94

96

98

100

9089

91 91

93

9697 97

Convenient (%)

Co

nve

nie

nt (

%)

© 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

Went to the appointment I was offered

Got an appointment for a different day

Had a consultation over the phone

Went to A&E / a walk-in centre

Saw a pharmacist

Decided to contact my surgery another time

Didn’t see or speak to anyone

38%

23%

5%

9%

3%

13%

11%

39%

25%

4%

9%

3%

13%

10%

Dec-12 Dec-13

© 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

27%

47%

15%

7%3%

Very easy Fairly easy Not very easy Not at all easy Haven't tried


30%

47%

14%

6%4%

December 2013(936,737)

December 2012(975,459)

© 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

© 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

In person By phone By fax machine Online0

10

20

30

40

50

60

70

80

90

100

31%

90%

4%

30%

90%

3%

© Ipsos MORI

In person By phone By fax machine Online0

10

20

30

40

50

60

70

80

90

100

32%

80%

33%31%

80%

30%

December 2013(935,598)

December 2012 (973,503)

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

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 2012 Source: Ipsos MORI

All 15-24 25-34 35-44 45-54 55-64 65+

Males 84 94 96 94 88 76 56

Males AB 93 94 100 100 98 88 84

Males C1 91 97 98 97 95 86 65

Males C2 80 98 99 97 84 70 32

Males DE 68 88 86 73 69 50 23

Females 79 91 95 90 90 74 46

Females AB 93 100 100 99 99 92 74

Females C1 86 97 98 98 92 86 53

Females C2 77 91 96 87 94 56 37

Females DE 59 81 85 68 71 47 23

80-100%50-79%0-49%

© 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

© Ipsos MORI

Is there a particular GP you usually prefer to see or speak to?

Over half of us have a preferred GP

55%

43%

2%

Yes No There is usually only one GP


56%

2%

December 2013(928,755)

December 2012(966,471)

© Ipsos MORI


Over three in four over 75s do

76%

22%

2%

Yes No There is usually only one GP


Over 75s(91,331)

55%

43%

2%

All(928,755)

© Ipsos MORI


Younger groups are quite different



10

20

30

40

50

60

70

80

90

100

42 4348

54

62

7076 74

Yes(%)

Ye

s(%

)


How often do you see or speak to the GP you prefer?

We don’t always get to see them though

38%

23%

30%

7% 1%

Always/almost always A lot of the time Some of the time Never/almost never Not tried at this GP surgery

Base: All patients who have a doctor they prefer to see at their surgery and who answered question (in brackets) Source: Ipsos MORI

41%

23%

29%

7% 1%

December 2013(495,961)

December 2012(523,138)


54%

21%

21%

3%

1%

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)

38%

23%

30%

7% 1%

Always/almost always A lot of the time Some of the time Never/almost never Not tried at this GP surgery

Out-of-hours

© 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

35%

41%

14%

8%3%

Very easy Fairly easy Not very easy Not at all easy Haven't tried

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

38%

41%

12%

6% 2%

December 2013(124,654)

December 2012(123,589)

© 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

60%

34%

7%

It was about right It took too long Don’t know / doesn’t apply

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

63%

30%

7%

December 2013(124,007)

December 2012(123,118)

© Ipsos MORI

Did you have confidence and trust in the out-of-hours clinician you saw or spoke to?

They are less confident

37%

43%

14%

6%

Yes, definitely Yes, to some extent No, not at all Don’t know / can’t sayBase: 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

39%

43%

12%

6%

December 2013(123,859)

December 2012(122,857)

© Ipsos MORI

29%

39%

16%

9%

7%

Very good Good Neither good nor poor Poor Very poor

Overall, how would you describe your experience of out-of-hours GP services?

And their overall experience is worse


31%

40%

16%

8%

5%

December 2013(123,381)

December 2012(122,251)

Experience

© 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

51%

37%

7%3%

1% 1%

Very good Good Neither good nor poor Poor Very poor Doesn’t apply


52%

36%

7%

2%

1%1%

December 2013(912,868)

December 2012(953,156)

© 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

48%

37%

9%2%

1%2%



49%

37%

9%2%

1%2%

December 2013(915,365)

December 2012(955,025)

© Ipsos MORI

46%

37%

10%

3%1%

3%


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!


47%

36%

10%

3%1%

3%

December 2013(910,744)

December 2012(950,389)

© Ipsos MORI

40%

35%

13%

3% 1%8%


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


40%

35%

12%

3% 1

%

8%

December 2013(910,416)

December 2012(950,218)

© Ipsos MORI

65%

28%

4% 3%

64%

28%

4%3%

Yes, definitely Yes, to some extent No, not at all Don’t know / can’t say

Did you have confidence and trust in the GP you saw or spoke to?

We trust them


December 2013(912,915)

December 2012(951,670)

© Ipsos MORI

Paste co-brand logo

here

812

171720

27262525

344537

465755

6257

7074

8881

74727168

636260

5547

4039

3431292926

19171480

11110

DoctorsTeachers

ProfessorsJudges

ScientistsClergyman/Priests

The PoliceTelevision News Readers

Social workersThe ordinary man/woman in

Civil ServantsManagers in the NHS

PollstersTrade Union officials

Local councillorsBusiness Leaders

BankersManagers in local government

JournalistsGovernment Ministers

Politicians generally

% Not trust % Trust

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 2011 Source: Ipsos MORI/BMA

© Ipsos MORI

Paste co-brand logo

here

44%

42%

9% 3%

1%

Very good Fairly good Neither good nor poor Fairly poor Very poor

So it’s not surprising that overall experience is good


46%

42%

8% 3%

1%

December 2013(922,112)

December 2012(956,509)

Overall, how would you describe your experience of your GP surgery?

© Ipsos MORI

So does this mean that measuring experience is pointless?

© Ipsos MORI

44%

42%

9% 3%

1%

Very good Fairly good Neither good nor poor Fairly poor Very poor

No – we can track progress


46%

42%

8% 3%

1%

December 2013(922,112)

December 2012(956,509)

Overall, how would you describe your experience of your GP surgery?

© Ipsos MORI

And we can look at who is receiving a poorer experience...

Source: GP Patient Survey 2012-2013

18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 to 84 85 +

5% 5% 4% 3% 2%

13% 12%10% 9%

7%5% 4% 4%

49% 49%

46%44%

41%

33%29% 29%

31% 32%39%

43%49%

60%66% 65%

Very good

Fairly good

Neither

Poor

All respondents who answered the question (948,758)

Q Overall, how would you describe your experience of your GP surgery?

© Ipsos MORI

Patients with LTCs are generally more positive than those without, except for patients aged over 75

18-24 25-34 35-44 45-54 55-64 65-74 75-84 85+ Overall0%

10%

20%

30%

40%

50%

60%

70%

80%

LTCno LTC


% rating their experience as ‘very good’



© Ipsos MORI

Gay/lesbian and bisexual patients are more likely to report a ‘poor’ overall experience


Heterosexual Gay / Lesbian Bisexual Other Prefer not to say

3%5% 5% 4% 4%

9%11% 12%

9%11%

43%

43% 44%

39%

43%

44%39% 38%

46%40%

2% 2% 2%

Very good

Fairly good

Neither

Poor



© Ipsos MORI

And experience varies by ethnicity


Iris

h

Afr

ican

Whi

te

Car

ibbe

an

Ara

b

Chi

nese

Gyp

sy/Ir

ish

Tra

velle

r

Indi

an

Pak

ista

ni

Ban

glad

eshi

4% 3% 4% 4% 7% 5%11% 7% 10% 10%

89% 88% 88% 86% 80%78%

77%77% 75% 74%



© 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

© Ipsos MORI

0 1 2 3 4 5 6 7 8 9

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

Rel

ativ

e im

port

ance

© Ipsos MORI

Which is a better measure?

Source: Ipsos MORI/The King’s Fund

0

10

20

30

40

50

60

70

80

90

100

88

7058

% S

atisfie

d/G

oo

d

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 14th November and 9th December 2011; British Social Attitudes Survey: 3,311 respondents interviewed between 4 th July and10th November 2011

GPPSPublic Perceptions of the NHS and Social

Care Tracker

British Social Attitudes Survey

© 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…

© Ipsos MORI

Paste co-brand logo

hereIs it to do with expectations?

Data: BSA 1983-2010. Each data point represents >100 respondents

1983

1984

1986

1987

1989

1990

1991

1993

1994

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Pre War (born before 1945) Baby Boomers (born 1945-1965)Generation X (born 1966-1979) Generation Y (born 1980 onwards)

Q. How satisfied or dissatisfied would you say you are with the way in which the National Health Service is run nowadays?

© 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?

© Ipsos MORI

Excel reports at Practice, CCG, and AT level.

The Results Site

• All archive reports

• Data in CSV format

• Written Summary report

© 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…


For Internal Use

Thank you

Click here to insert cover image

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

Documents

Transcript of For Internal Use GP Patient Survey December 2013 results Dec 2013.