Ipsos Mori GP patient survey results December 2013

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

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

7. What does it cover?
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
NHS DENTISTRY
OPENING HOURS
SOME QUESTIONS ABOUT YOU
OVERALL EXPERIENCE

8. Covering NHS Outcomes Framework Indicators
Domain 2

9. Covering NHS Outcomes Framework Indicators
Domain 4

10. Access

11. Almost eight in ten are satisfied with their surgery’s
opening hours
How satisfied are you with the hours that your GP surgery is open?
December 2013
(923,598)
3%
December 2012
(957,990)
4%
4%
2%
5%
6%
9%
9%
38%
40%
40%
41%
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
I’m not sure when my GP surgery is open
Base: All patients who answered question (in brackets)
© Ipsos MORI
Source: Ipsos MORI

12. Three in four say the hours are convenient
Is your GP surgery currently open at times that are convenient for you?
December 2013
(910,234)
December 2012
(945,407)
7%
7%
16%
18%
76%
Yes
Base: All patients who answered question (in brackets)
© Ipsos MORI
77%
No
Don’t know
Source: Ipsos MORI

13. Who thinks this?
Is your GP surgery currently open at times that are convenient for you?
Yes (%)
100
94
95
92
91
90
Yes (%)
85
80
80
75
70
70
68
71
67
65
60
18 to 24
25 to 34
35 to 44
45 to 54
55 to 64
Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets)
© Ipsos MORI
65 to 74
75 to 84
85 and over
Source: Ipsos MORI

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

15. Almost nine in ten managed to get an appointment
Were you able to get an appointment to see or speak to someone?
December 2013
(908,865)
December 2012
(949,039)
3%
3%
10%
10%
13%
13%
74%
73%
Yes
Yes, but had to call back closer to/on day
Base: All patients who answered question (in brackets)
© Ipsos MORI
No
Can't remember
Source: Ipsos MORI

16. And the majority said it was convenient
How convenient was the appointment you were able to get?
December 2013
(773,442)
0%
7%
December 2012
(813,089)
1%
6% 1%
46%
48%
45%
46%
Very convenient
Fairly convenient
Not very convenient
Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets)
© Ipsos MORI
Not at all convenient
Source: Ipsos MORI

17. Again, there are differences by age
How convenient was the appointment you were able to get?
Convenient (%)
100
98
97
97
75 to 84
85 and over
96
96
Convenient (%)
94
93
92
91
91
35 to 44
45 to 54
90
90
89
88
86
84
82
80
18 to 24
25 to 34
55 to 64
Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets)
© Ipsos MORI
65 to 74
Source: Ipsos MORI

18. But what happens for those who don’t get a convenient
appointment?
What did you do on that occasion?
Dec-13
Dec-12
38%
39%
Went to the appointment I was offered
23%
25%
Got an appointment for a different day
Had a consultation over the phone
5%
4%
9%
9%
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
3%
3%
13%
13%
11%
10%
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)
© Ipsos MORI
Source: Ipsos MORI

19. Getting through on the phone seems to be more of a
problem
Generally, how easy is it to get through to someone at your GP surgery on the phone?
December 2013
(936,737)
7%
December 2012
(975,459)
3%
6%
4%
27%
30%
14%
15%
47%
Very easy
Base: All patients who answered question (in brackets)
© Ipsos MORI
Fairly easy
47%
Not very easy
Not at all easy
Haven't tried
Source: Ipsos MORI

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

21. Booking appointments online… the challenge ahead
How do you normally book your appointments to see a GP or nurse at your GP
surgery?
100
90%
90%
90
December 2013
(939,534)
80
December 2012
(978,002)
70
60
50
40
31%
30%
30
20
10
4%
3%
0
In person
Base: All answering question (in brackets)
© Ipsos MORI
By phone
By fax machine
Online
Source: Ipsos MORI

22. There is an appetite to book online
Which of the following methods would you prefer to use to book appointments at your
GP surgery?
100
90
80%
80%
December 2013
(935,598)
December 2012
(973,503)
80
70
60
50
40
32%
33%
31%
30%
30
20
10
0
In person
Base: All answering question (in brackets)
© Ipsos MORI
By phone
By fax machine
Online
Source: Ipsos MORI

23. TECHNOLOGY TRACKER | QUARTERLY RELEASE: Q4 2012
But sometimes we forget that not everyone is online
% ACCESSING THE INTERNET BY GENDER AND SOCIAL GRADE
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
0-49%
Base: 3,935 GB adults aged 15+: Jan/Apr/Jul/Nov 2012
50-79%
80-100%
Source: Ipsos MORI
23

24. “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

25. Over half of us have a preferred GP
Is there a particular GP you usually prefer to see or speak to?
December 2013
(928,755)
December 2012
(966,471)
2%
2%
42%
43%
55%
Yes
Base: All patients who answered question (in brackets)
© Ipsos MORI
No
56%
There is usually only one GP
Source: Ipsos MORI

26. Over three in four over 75s do
Is there a particular GP you usually prefer to see or speak to?
Over 75s
(91,331)
All
(928,755)
2%
2%
22%
43%
55%
76%
Yes
Base: All patients who answered question (in brackets)
© Ipsos MORI
No
There is usually only one GP
Source: Ipsos MORI

27. Younger groups are quite different
Is there a particular GP you usually prefer to see or speak to?
Yes(%)
100
90
76
80
74
75 to 84
85 and over
70
70
62
Yes(%)
60
50
54
48
42
43
18 to 24
25 to 34
40
30
20
10
0
35 to 44
45 to 54
55 to 64
Base: All patients who were able to get an appointment to see or speak to someone and answered question (in brackets)
© Ipsos MORI
65 to 74
Source: Ipsos MORI

28. We don’t always get to see them though
How often do you see or speak to the GP you prefer?
December 2013
(495,961)
7%
December 2012
(523,138)
1%
7%
1%
38%
41%
29%
30%
23%
23%
Always/almost always
A lot of the time
Some of the time
Base: All patients who have a doctor they prefer to see at their surgery and who answered question (in brackets)
© Ipsos MORI
Version 1 | Internal Use Only
Never/almost never
Not tried at this GP surgery
Source: Ipsos MORI

29. This is slightly higher amongst over 75s
How often do you see or speak to the GP you prefer?
Over 75
(65,993)
All
(523,138)
3% 1%
7%
1%
21%
38%
30%
54%
21%
23%
Always/almost always
A lot of the time
Some of the time
Base: All patients who have a doctor they prefer to see at their surgery and who answered question (in brackets)
© Ipsos MORI
Version 1 | Internal Use Only
Never/almost never
Not tried at this GP surgery
Source: Ipsos MORI

30. Out-of-hours

31. Again, getting through on the phone is a problem for
some
How easy was it to contact the out-of-hours GP service by telephone?
December 2013
(124,654)
December 2012
(123,589)
3%
6%
8%
2%
12%
35%
14%
38%
41%
41%
Very easy
Fairly easy
Not very easy
Base: All patients who have tried to call an out-of-hours GP service in the past 6 months and answered question (in brackets)
© Ipsos MORI
Not at all easy
Haven't tried
Source: Ipsos MORI

32. And patients seem to be waiting longer
How do you feel about how quickly you received care from the out-of-hours GP
service?
December 2013
(124,007)
December 2012
(123,118)
7%
7%
30%
34%
60%
It was about right
It took too long
Base: All patients who have tried to call an out-of-hours GP service in the past 6 months and answered question (in brackets)
© Ipsos MORI
63%
Don’t know / doesn’t apply
Source: Ipsos MORI

33. They are less confident
Did you have confidence and trust in the out-of-hours clinician you saw or spoke to?
December 2013
(123,859)
December 2012
(122,857)
6%
6%
12%
14%
37%
39%
43%
43%
Yes, definitely
Yes, to some extent
No, not at all
Base: All patients who have tried to call an out-of-hours GP service in the past 6 months and answered question (in brackets)
© Ipsos MORI
Don’t know / can’t say
Source: Ipsos MORI

34. And their overall experience is worse
Overall, how would you describe your experience of out-of-hours GP services?
December 2013
(123,381)
December 2012
(122,251)
5%
7%
8%
9%
29%
31%
16%
16%
39%
Very good
Base: All patients who answered question (in brackets)
© Ipsos MORI
40%
Good
Neither good nor poor
Poor
Very poor
Source: Ipsos MORI

35. Experience

36. We think our GPs are good listeners
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
December 2013
(912,868)
3%
December 2012
(953,156)
1%
1%
7%
7%
1%
1%
2%
51%
36%
37%
Very good
Good
Base: All patients who answered question (in brackets)
© Ipsos MORI
52%
Neither good nor poor
Poor
Very poor
Doesn’t apply
Source: Ipsos MORI

37. They generally give us enough of their time
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
December 2013
(915,365)
9%
December 2012
(955,025)
2% 2%
1%
9%
2%
2%
1%
48%
37%
Very good
37%
Good
Base: All patients who answered question (in brackets)
© Ipsos MORI
49%
Neither good nor poor
Poor
Very poor
Doesn’t apply
Source: Ipsos MORI

38. They care about us!
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
December 2013
(910,744)
December 2012
(950,389)
3%
3%
1%
3%
3%
1%
10%
10%
46%
36%
37%
Very good
Good
Base: All patients who answered question (in brackets)
© Ipsos MORI
47%
Neither good nor poor
Poor
Very poor
Doesn’t apply
Source: Ipsos MORI

39. They involve us in decisions most of the time
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
December 2013
(910,416)
December 2012
(950,218)
8%
8%
3%
1%
3%
13%
40%
12%
Good
Base: All patients who answered question (in brackets)
© Ipsos MORI
40%
35%
35%
Very good
1%
Neither good nor poor
Poor
Very poor
Doesn’t apply
Source: Ipsos MORI

40. We trust them
Did you have confidence and trust in the GP you saw or spoke to?
December 2012
(951,670)
December 2013
(912,915)
0%
4%
3%
4%
28%
28%
65%
64%
Yes, definitely
Base: All patients who answered question (in brackets)
© Ipsos MORI
3%
Yes, to some extent
No, not at all
Don’t know / can’t say
Source: Ipsos MORI

41. In fact we trust doctors more than anyone else
Paste cobrand logo
here
Q. “For each, would you tell me whether you generally trust them to tell the truth or not?”
Doctors
Teachers
Professors
Judges
Scientists
Clergyman/Priests
The Police
Television News Readers
Social workers
The ordinary man/woman in
Civil Servants
Managers in the NHS
Pollsters
Trade Union officials
Local councillors
Business Leaders
Bankers
Managers in local government
Journalists
Government Ministers
Politicians generally
© Ipsos MORI
% Not trust % Trust
8
88
12
81
11110
74
17
72
17
71
20
68
27
63
26
62
25
60
25
55
34
47
45
40
37
39
46
34
57
31
55
29
62
29
57
26
70
19
74
17
80
14
Base: 1,026 United Kingdom adults aged 15+, 10-16 June 2011
Source: Ipsos MORI/BMA

42. Paste cobrand logo
here
So it’s not surprising that overall experience is good
Overall, how would you describe your experience of your GP surgery?
December 2013
(922,112)
9%
December 2012
(956,509)
1%
1%
3%
8%
3%
44%
42%
42%
Very good
Base: All patients who answered question (in brackets)
© Ipsos MORI
46%
Fairly good
Neither good nor poor
Fairly poor
Very poor
Source: Ipsos MORI

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

44. No – we can track progress
Overall, how would you describe your experience of your GP surgery?
December 2013
(922,112)
9%
December 2012
(956,509)
1%
1%
3%
8%
3%
44%
42%
42%
Very good
Base: All patients who answered question (in brackets)
© Ipsos MORI
46%
Fairly good
Neither good nor poor
Fairly poor
Very poor
Source: Ipsos MORI

45. And we can look at who is receiving a poorer
experience...
Q
Overall, how would you describe your experience of your GP surgery?
Very good
31%
32%
39%
43%
49%
60%
49%
65%
29%
Fairly
good
66%
29%
5%
4%
4%
65 to 74
75 to 84
85 +
49%
46%
44%
41%
33%
Neither
13%
12%
10%
5%
18 to 24
Poor
5%
25 to 34
All respondents who answered the question (948,758)
© Ipsos MORI
9%
7%
4%
3%
2%
35 to 44
45 to 54
55 to 64
Source: GP Patient Survey 2012-2013

46. Patients with LTCs are generally more positive than
those without, except for patients aged over 75
Q
Overall, how would you describe your experience of your GP surgery?
80%
% rating their
experience as
‘very good’
70%
60%
50%
40%
LTC
no LTC
30%
20%
10%
0%
18-24
25-34
All respondents who answered the question (948,758)
© Ipsos MORI
35-44
45-54
55-64
65-74
75-84
85+
Overall
Source: GP Patient Survey 2012-2013

47. Gay/lesbian and bisexual patients are more likely to
report a ‘poor’ overall experience
Q
Overall, how would you describe your experience of your GP surgery?
Very good
44%
39%
40%
46%
43%
Fairly good
38%
44%
43%
43%
39%
Poor
11%
12%
3%
5%
2%
5%
2%
4%
4%
2%
Heterosexual
Neither
Gay / Lesbian
Bisexual
Other
Prefer not to say
All respondents who answered the question (948,758)
© Ipsos MORI
9%
9%
11%
Source: GP Patient Survey 2012-2013

48. And experience varies by ethnicity
Overall, how would you describe your experience of your GP surgery?
© Ipsos MORI
5%
7%
10%
10%
Bangladeshi
7%
74%
Pakistani
4%
75%
Indian
African
All respondents who answered the question (948,758)
4%
Chinese
3%
80%
Arab
4%
77%
86%
Caribbean
88%
White
88%
Irish
89%
77%
78%
11%
Gypsy/Irish
Traveller
Q
Source: GP Patient Survey 2012-2013

49. 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

50. Looking at other questions tells us how we might improve
Drivers of overall experience of GP Surgery
Relative importance
Experience of making an appointment
Experience of the GP
Trust/confidence in GP
Helpfulness of receptionists
Satisfaction with opening hours
Getting through on phone
Experience of the nurse
Waiting times
Seeing preferred GP
0
Rank
1
2
3
Q28: Overall, how would you describe your experience of your surgery?
© Ipsos MORI
4
5
6
7
8
9
63% of the variance explained by the model

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

52. Which is a better measure?
100
90
GPPS
Public Perceptions of
the NHS and Social
Care Tracker
% Satisfied/Good
80
70
British Social Attitudes
Survey
60
50
40
88
70
30
58
20
10
0
Overall, how would you describe your
experience of your GP survery?
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
© Ipsos MORI
Source: Ipsos MORI/The King’s Fund

53. Sometimes an overall measure can mask poor
experience
Paste cobrand logo
here
Female, white, 65+, in hospital for several months
Her report…
“… in [the hospital] they
treated me well”
“Oh yes I found it
satisfactory”
© Ipsos MORI
Her 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

54. Paste cobrand logo
here
Is it to do with expectations?
Q. How satisfied or dissatisfied would you say you are with the way in which the National Health Service is run nowadays?
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
1983198419861987198919901991199319941995199619971998199920002001200220032004200520062007200820092010
Pre War (born before 1945)
Generation X (born 1966-1979)
Data: BSA 1983-2010. Each data point represents >100 respondents
© Ipsos MORI
Baby Boomers (born 1945-1965)
Generation Y (born 1980 onwards)

55. And external factors can affect results...
© Ipsos MORI
Paste cobrand logo
here

56. So it’s not just about measuring experience – we need
to understand it
Paste cobrand logo
here
• 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

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

58. Accessing the results
© Ipsos MORI

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

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

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

62. •
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…
© Ipsos MORI

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