1. Gloucestershire
PPG Network
28 July 2017

2. Agenda 10. 00/10. 05. Welcome and Programme for the Morning: 10
Agenda / Welcome and Programme for the Morning: – GP Online Services – Dr Paul Atkinson, Chief Clinical Information Officer, CCG – Prescription Ordering Line (POL) – Chris Llewellyn Senior Medicines Optimisation Pharmacist, CCG – Short Break – Healthy Eating – Jade Dobson, Lead Prescribing Support Dietitian, CCG – National GP Patient Survey (RESULTS) – Becky Parish, Associate Director, Engagement and Experience, CCG / Notices, Sum up and Close

3. GP Online Services Dr Paul Atkinson, Chief Clinical Information Officer, CCG

4. Prescription Ordering Line (POL) Chris Llewellyn Senior Medicines Optimisation Pharmacist, CCG

5. Gloucestershire PPG Network
‘Prescription Ordering Line’ (POL)
Gloucestershire PPG Network
28 July 2017

6. What is a POL? Coventry & Rugby CCG developed a “POD” in Summer 2016
A central Call Centre to process Repeat Prescriptions
C&R reported impressive results:
Patient satisfaction 
Practices save admin time 
Clinical safety 
Cost savings 
Many CCGs across the country have now followed suit

7. How does it work?
Patients call dedicated line to order Repeat Prescriptions
Dedicated call handlers remotely log in to process request
Call handler runs through list of medicines with patient
Request submitted for authorisation by GP
Script sent by EPS to nominated Pharmacy
Patient collects from Pharmacy (or Pharmacy delivers) in the usual timeframe (48-72hrs)

8. What’s it not for? Meds not on repeat? Direct patient back to surgery
Urgent request? Direct patient back to surgery
Clinical query? Direct patient back to surgery

9. Do patients have to use the POL?
No, if they prefer, patients can still order their repeats:
By post
By handing in a written request to the surgery
By ordering online

10. What’s the plan? CCG agreed to pilot service with Rosebank Health
Pilot started Monday 3 July
Plan to expand service, assuming pilot works well

11. How will patients know? FP10 sized leaflets Waiting room posters
Message on waiting room display screen
Message on website

12. What happens next? w/c 3 July 2017 Pilot service started
31 July Hucclecote/GHAC join
14 August College Yard/Highnam join
End of September Initial Review

13. Questions

14. Healthy Eating Jade Dobson, Lead Prescribing Support Dietitian, CCG

15. 2017 National GP Patient Survey (RESULTS) Becky Parish, Associate Director, Engagement and Experience, CCG

16. 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
This presentation includes some of the key results for NHS Gloucestershire CCG.
The data in this slide pack are based on the July GPPS publication.
In NHS Gloucestershire CCG, 18,899 questionnaires were sent out, and 9,313 were returned completed. This represents a response rate of 49%.

17. Introduction
The GP Patient Survey measures patients’ experiences across a range of topics, including:
Making appointments
Waiting times
Perceptions of care at appointments
Practice opening hours
The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations and over time.

18. Introduction The survey has limitations:
Sample sizes at practice level are relatively small.
The survey does not include qualitative data which limits the detail provided by the results.
The data are provided once a year rather than in real time.
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 experience.
Patients, 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.

19. Guidance on how to use the data
The following suggest ideas for how the data can be used and interpreted to improve GP services:
Comparison of a CCG’s results against the national average
Analysing trends in a CCG’s results over time
Considering questions where there is a larger range in responses among practices or CCGs
Comparison of practices’ results within a CCG
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.

20. Overall experience of GP surgeries

21. Overall experience of GP surgery
Q28. Overall, how would you describe your experience of your GP surgery?
CCG’s results over time
CCG’s results
Comparison of results
CCG
National
89%
85%
Good
Good 3% 5%
Poor
Poor
Practice range in CCG – % Good
Local CCG range – % Good
Lowest
Performing
Highest
69%
100%
Lowest
Performing
Highest
77%
93%
Base: All those completing a questionnaire: National (794,704); CCG 2017 (9,179); CCG 2016 (9,919); CCG 2015 (9,590); CCG 2014 (9,959); CCG 2013 (10,735); Practice bases range from 85 to 138; CCG bases range from 1,129 to 9,179
%Good = %Very good + %Fairly good
%Poor = %Very poor + %Fairly poor

22. Access to GP services

23. Ease of getting through to GP surgery on the phone
Q3. Generally, how easy is it to get through to someone at your GP surgery on the phone?
CCG’s results over time
CCG’s results
Comparison of results
CCG
National
78%
68%
Easy
Easy
18%
28%
Not easy
Not easy
Practice range in CCG - % Easy
Local CCG range - % Easy
Lowest
Performing
Highest
34%
99%
Lowest
Performing
Highest
48%
85%
Base: All those completing a questionnaire: National (804,177); CCG 2017 (9,279); CCG 2016 (10,085); CCG 2015 (9,716); CCG 2014 (10,116); CCG 2013 (10,922); Practice bases range from 87 to 137; CCG bases range from 1,137 to 9,279
%Easy = %Very easy + %Fairly easy
%Not easy = %Not very easy + %Not at all easy

24. Helpfulness of receptionists at GP surgery
Q4. How helpful do you find the receptionists at your GP surgery?
CCG’s results over time
CCG’s results
Comparison of results
CCG
National
90%
87%
Helpful
Helpful 8%
11%
Not helpful
Not helpful
Practice range in CCG - % Helpful
Local CCG range - % Helpful
Lowest
Performing
Highest
76%
98%
Lowest
Performing
Highest
81%
91%
Base: All those completing a questionnaire: National (803,718); CCG 2017 (9,273); CCG 2016 (10,079); CCG 2015 (9,706); CCG 2014 (10,116); CCG 2013 (10,915); Practice bases range from 87 to 138; CCG bases range from 1,135 to 9,273
%Helpful = %Very helpful + %Fairly helpful
%Not helpful = %Not very helpful + %Not at all helpful

25. Making an appointment

26. Overall experience of making an appointment
Q18. Overall, how would you describe your experience of making an appointment?
CCG's results over time
CCG’s results
Comparison of results
CCG
National
80%
73%
Good
Good 8%
13%
Poor
Poor
Practice range in CCG - % Good
Local CCG range - % Good
Lowest
Performing
Highest
39%
99%
Lowest
Performing
Highest
61%
86%
Base: All those completing a questionnaire: National (768,706); CCG 2017 (8,944); CCG 2016 (9,588); CCG 2015 (9,350); CCG 2014 (9,676); CCG 2013 (10,516); Practice bases range from 84 to 136; CCG bases range from 1,083 to 8,944
%Good = %Very good + %Fairly good
%Poor = %Fairly poor + %Very poor

27. Waiting times at the GP surgery

28. Waiting times at the GP surgery
Q20. How do you feel about how long you normally have to wait to be seen?
CCG's results over time
CCG’s results
Comparison of results
CCG
National
62%
58%
Don’t wait too long
Don’t wait too long
29%
33%
Wait too long
Wait too long
Practice range in CCG – % Don’t wait too long
Local CCG range – % Don’t wait too long
Lowest
Performing
Highest
26%
93%
Lowest
Performing
Highest
44%
65%
Base: All those completing a questionnaire: National (772,842); CCG 2017 (8,992); CCG 2016 (9,651); CCG 2015 (9,409); CCG 2014 (9,739); CCG 2013 (10,542); Practice bases range from 85 to 136; CCG bases range from 1,093 to 8,992
%Wait too long= %Wait a bit too long + %Wait far too long

29. Satisfaction with the practice’s opening hours

30. Satisfaction with opening hours
Q25. How satisfied are you with the hours that your GP surgery is open?
CCG's results over time
CCG’s results
Comparison of results
CCG
National
78%
76%
Satisfied
Satisfied 7% 9%
Dissatisfied
Dissatisfied
Practice range in CCG - % Satisfied
Local CCG range - % Satisfied
Lowest
Performing
Highest
59%
96%
Lowest
Performing
Highest
71%
81%
Base: All those completing a questionnaire: National (795,461); CCG 2017 (9,180); CCG 2016 (9,917); CCG 2015 (9,586); CCG 2014 (9,931); CCG 2013 (10,720); Practice bases range from 85 to 138; CCG bases range from 1,131 to 9,180
%Satisfied = %Very satisfied + %Fairly satisfied
%Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

31. Want to know more?

32. Further background information about the survey
The survey was sent to c.2.15 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.
Past results dating back to 2007 are available for every practice in the UK, allowing meaningful comparisons of patients’ experiences; the survey is now annual, previously it took place twice a year (June July ), and on a quarterly basis (April 2009 – March ) and annually (January 2007 – March 2009).
For more information about the survey please visit
The overall response rate to the survey is 37.5%, based on 808,332 completed surveys.
c.2.15m Surveys to adults registered with an English GP practice
808,332 Completed surveys in the July 2017 publication
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 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings.
Further information on the survey including: questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here:
37.5% National response rate

33. Where to go to do further analysis …
For reports which show the National results broken down by CCG and Practice, go to - you can also see previous years’ results here.
To analyse the survey data for a specific participant group (e.g. by age), go to
To break down the survey results by survey question as well as by participant demographics, go to
To look at trends in responses and study the survey data by different participant groups, go to
For general FAQs about the GP Patient Survey, go to

34. Notices, Sum up and Close
Suggested dates for future meetings 2017:
27 October*
Suggest changing this date to 24 November 2017: suggested agenda items: Joining Up Your Information, Sustainability and Transformation Partnership (STP) update
Items which should not routinely be prescribed in primary care:
A Consultation on guidance for CCGs

35. Date and venue of Next Meeting
24 November 2017 Churchdown Community Centre