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 relia...
Who fills it in?

Designed to be inclusive:
Based on registered patients, not just those who have
visited the practice rec...
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 ...
Over the years...

Now in its eighth year

34 million responses over the past seven years
What does it cover?

ACCESSING YOUR GP SERVICES

MANAGING YOUR HEALTH

MAKING AN APPOINTMENT

YOUR STATE OF HEALTH TODAY

...
Covering NHS Outcomes Framework Indicators

Domain 2
Covering NHS Outcomes Framework Indicators

Domain 4
Access
Almost eight in ten are satisfied with their surgery’s
opening hours
How satisfied are you with the hours that your GP sur...
Three in four say the hours are convenient
Is your GP surgery currently open at times that are convenient for you?

Decemb...
Who thinks this?
Is your GP surgery currently open at times that are convenient for you?
Yes (%)
100

94

95

92

91

90

...
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 t...
Almost nine in ten managed to get an appointment
Were you able to get an appointment to see or speak to someone?
December ...
And the majority said it was convenient
How convenient was the appointment you were able to get?
December 2013
(773,442)
0...
Again, there are differences by age
How convenient was the appointment you were able to get?
Convenient (%)
100
98

97

97...
But what happens for those who don’t get a convenient
appointment?
What did you do on that occasion?

Dec-13

Dec-12

38%
...
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 ...
And there’s more of a consensus on this...
Yeah – mine is ring at half
eight, then it’s constantly
engaged

You cannot get...
Booking appointments online… the challenge ahead
How do you normally book your appointments to see a GP or nurse at your G...
There is an appetite to book online
Which of the following methods would you prefer to use to book appointments at your
GP...
TECHNOLOGY TRACKER | QUARTERLY RELEASE: Q4 2012

But sometimes we forget that not everyone is online
% ACCESSING THE INTER...
“We are bringing back named
GPs for the vulnerable elderly.
This means proper family
doctors, able to focus on giving
elde...
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...
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
(92...
Younger groups are quite different
Is there a particular GP you usually prefer to see or speak to?
Yes(%)
100
90

76

80

...
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%

De...
This is slightly higher amongst over 75s
How often do you see or speak to the GP you prefer?
Over 75
(65,993)

All
(523,13...
Out-of-hours
Again, getting through on the phone is a problem for
some
How easy was it to contact the out-of-hours GP service by teleph...
And patients seem to be waiting longer
How do you feel about how quickly you received care from the out-of-hours GP
servic...
They are less confident
Did you have confidence and trust in the out-of-hours clinician you saw or spoke to?
December 2013...
And their overall experience is worse
Overall, how would you describe your experience of out-of-hours GP services?
Decembe...
Experience
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 ...
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 ...
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...
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 G...
We trust them
Did you have confidence and trust in the GP you saw or spoke to?
December 2012
(951,670)

December 2013
(912...
In fact we trust doctors more than anyone else

Paste cobrand logo
here

Q. “For each, would you tell me whether you gener...
Paste cobrand logo
here

So it’s not surprising that overall experience is good
Overall, how would you describe your exper...
So does this mean that
measuring experience is
pointless?

© Ipsos MORI
No – we can track progress
Overall, how would you describe your experience of your GP surgery?
December 2013
(922,112)
9%
...
And we can look at who is receiving a poorer
experience...
Q

Overall, how would you describe your experience of your GP s...
Patients with LTCs are generally more positive than
those without, except for patients aged over 75
Q

Overall, how would ...
Gay/lesbian and bisexual patients are more likely to
report a ‘poor’ overall experience
Q

Overall, how would you describe...
And experience varies by ethnicity
Overall, how would you describe your experience of your GP surgery?

© Ipsos MORI

5%

...
We can look at how experience varies from one
practice to another...

c. 850 practices where no patients
report a poor exp...
Looking at other questions tells us how we might improve
Drivers of overall experience of GP Surgery

Relative importance
...
But we do need to understand
what we’re measuring

© Ipsos MORI
Which is a better measure?

100
90

GPPS
Public Perceptions of
the NHS and Social
Care Tracker

% Satisfied/Good

80
70

B...
Sometimes an overall measure can mask poor
experience

Paste cobrand logo
here

Female, white, 65+, in hospital for severa...
Paste cobrand logo
here

Is it to do with expectations?

Q. How satisfied or dissatisfied would you say you are with the w...
And external factors can affect results...

© Ipsos MORI

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

Paste cobrand logo
here

• How does it differ betw...
Paste cobrand logo
here

What else should we be looking
at?

How can we make better use of
this data?

© Ipsos MORI
Accessing the results

© Ipsos MORI
The Practice Reporting Tool

Search a
practice

© Ipsos MORI
The Analysis Tool

Look at results
by different
profiles
Produce
Cross-tabs

View trend
data

© Ipsos MORI
The Results Site

Excel reports
at
Practice, CCG,
and AT level.
• All archive
reports
• Data in CSV
format
• Written
Summa...
•

A positive picture overall

•

Most people have good experiences at their GP
practice

•

But a small drop in results r...
For Internal Use

Thank you

© Ipsos MORI

Version 1 | Internal Use Only
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GP patient survey - results December 2013

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Ipsos Mori GP patient survey results December 2013

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GP patient survey - results December 2013

  1. 1. For Internal Use GP Patient Survey December 2013 results Dec 2013
  2. 2. Background
  3. 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. 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. 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. 6. Over the years... Now in its eighth year 34 million responses over the past seven years
  7. 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. 8. Covering NHS Outcomes Framework Indicators Domain 2
  9. 9. Covering NHS Outcomes Framework Indicators Domain 4
  10. 10. Access
  11. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 30. Out-of-hours
  31. 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. 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. 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. 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. 35. Experience
  36. 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. 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. 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. 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. 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. 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. 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. 43. So does this mean that measuring experience is pointless? © Ipsos MORI
  44. 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. 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. 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. 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. 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. 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. 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. 51. But we do need to understand what we’re measuring © Ipsos MORI
  52. 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. 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. 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. 55. And external factors can affect results... © Ipsos MORI Paste cobrand logo here
  56. 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. 57. Paste cobrand logo here What else should we be looking at? How can we make better use of this data? © Ipsos MORI
  58. 58. Accessing the results © Ipsos MORI
  59. 59. The Practice Reporting Tool Search a practice © Ipsos MORI
  60. 60. The Analysis Tool Look at results by different profiles Produce Cross-tabs View trend data © Ipsos MORI
  61. 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. 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. 63. For Internal Use Thank you © Ipsos MORI Version 1 | Internal Use Only

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