GP Patient Survey 2025

 

Introduction

The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice.

This report summarises the survey results for Adur Health Partnership. Responses were gathered from 176 patients who were contacted randomly in February 2025. This represents approximately 0.5% of our registered practice population. (504 surveys were sent out; 176 surveys were sent back – 35% completion rate.)

The survey gathers information about:

  • GP Practice services
  • Patient’s last contact
  • Patient’s last appointment
  • Patient’s health
  • Overall experience
 

Survey results – top level summary 

Patient experience is best for:

  • Helpfulness of the reception and administrative team at AHP
  • Patients’ knowing what the next step would be within two days of contacting our practice
  • Treating patients with care and concern during their last general practice appointment
  • Healthcare professionals having all the information they needed about the patients during their last general practice appointment
  • Patients’ confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment
  • Involving patients as much as they wanted to be in decisions about their care and treatment during their last general practice appointment
  • Meeting patients’ needs during their last general practice appointment

Where patient experience could improve:

  • Patients to see or speak to their preferred healthcare professional when they would like to
  • To offer a choice of location when the patients last tried to make a general practice appointment

2024 and 2025 comparison

The publication of the 2024 survey results was the start of a new time series for GP Patient Survey. This means that 2025 trend data is directly comparable with 2024.

Overall experience: 81% of respondents describe their overall experience with AHP as good (53% describe the practice as very good and 28% as fairly good)

Please find below the overall experience summary for our practice (81%), local ICS (76%) and national (75%)

81% descrive their overall experience of this GP practice as good

ICS result: 76% | National result: 75%

The scoring for all results which show higher or same satisfaction levels when compared to local ICS and national averages (in brackets)

  • 53% of patients find it easy to get through to AHP by phone (50%/53%) - 2024 result 57%
  • 65% find it easy to contact AHP using the website (49%/51%) - 2024 result 50%
  • 61% find it easy to contact AHP using the NHS app (47%/49%) - 2024 result 52%
  • 91% find the reception and administrative team helpful (85%/83%) - 2024 result 93%
  • 85% knew what the next step would be after contacting AHP (83%/83%) - 2024 result 91%
  • 96% knew what the next step would be within two days of contacting AHP (94%/93%) - 2024 result 94%
  • 75% describe their experience with our practice as good (69%/70%) - 2024 result80%
  • 56% were offered a choice of time or day when they last tried to make an appointment (51%/54%) - 2024 result 56%
  • 18% were offered a choice of location when they last tried to make an appoint (13%/14%) - 2024 result 10%
  • 68% felt they waited about the right time for their appointment (68%/67%) - 2024 result 69%
  • 92% say the healthcare professional they saw or spoke to was good at listening to them during their last appointment (89%/87%) - 2024 result 87%
  • 91% say the healthcare professional they saw or spoke to was good at treating them with care and concern during their last appointment (88%/86%) - 2024 result 87%
  • 81% say the healthcare professional they saw or spoke to was good at considering their mental wellbeing during their last appointment (74%/74%) - 2024 result 77%
  • 95% felt the healthcare professional they say had all the information they needed about them during their last appointment (92%/92%) - 2024 result 90%
  • 93% had confidence and trust in the healthcare professional they saw or spoke to during their last appointment (93%/93%) - 2024 result 92%
  • 93% were involved as much as they wanted to be in decisions about their care and treatment during their last appointment (92%/91%) - 2024 result 89%
  • 91% felt their needs were met during their last appointment (91%/90%) - 2024 result 88%
  • 82% say they have had support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses (69%/69%) - 2024 result 78%

The scoring for all results which show lower satisfaction levels when compared to local ICS and national averages (in brackets),

  • 27% usually get to see or speak to their preferred clinician when they would like to (39%/40%) - 2024 result 29%

Below is the top level summary, which shows where patient experience is best, and where patient experience could improve.

Where patient experience is highest compared with ICS result:

  • 65% of respondentsfind it easy to contact this GP practice using their website
    ICS result: 49% - National result: 51%
  • 61% of respondents find it easy to contact this GP practice using the NHS App
    ICS result: 47% - National result: 49%
  • 82% of respondents say they have had enough support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses
    ICS result: 69% - National result: 69%

Where patient experience is lowest compared with ICS result:

  • 27% of respondents usually get to see or speak to their preferred healthcare professional when they would like to
    ICS result: 39% - National result: 40%
 

Actions

All but one of the survey responses confirm patient experience is in line with or higher than the local ICS or national figures. The main area of concern could be summarised to ‘continuity of care’, which is reflected and related to the lower score in this survey. This is also reflected in our complaints and concerns trends and Friends and Family Test feedback. Sadly, this was our lowest scoring response for 2024 too

  • 27% usually get to see or speak to their preferred clinician when they would like to (39%/40%) 29%

Positive: AHP recognised the need of ongoing improvement of continuity of care and has already put some actions in place based on the survey results in 2024 and current feedback – e.g. RAG rating our patients, WAIT trial during triage (Waiting for an Appropriate Individual or Team)

There are a few areas where we will take action, in response to these survey results:

Improve continuity of care

What?
  • Ask patients if they have a preference to see a particular Clinician
When?
  • Ongoing
Who?
  • Executive Director of Service Delivery, Operations Manager, Hub Leads, Reception Shift Leads and GP Partners
What?
  • Ask patients, if ongoing problem, who they have seen previously and book in with that Clinician
When?
  • Ongoing
Who?
  • Executive Director of Service Delivery, Operations Manager, Hub Leads, Reception Shift Leads and GP Partners
What?

  • Offer our patients to be put on a WAIT list (Waiting for an Appropriate Individual or Team)

When?
  • Ongoing
Who?
  • Executive Director of Service Delivery, Operations Manager, Hub Leads, Reception Shift Leads and GP Partners
What?
  • Work with our local community on how best to educate patients on the benefits of either continuity of care or speed of access to a particular Clinician. Via PEG, social media and practice website, Digi screens, posters in waiting areas and in response to any patient enquiries
When?
  • Ongoing
Who?
  • Executive Director of Service Delivery, Operations Manager, Hub Leads, Reception Shift Leads, Patient Experience Manager, IT Manager and GP Partners
What?
  • Coding/flagging patients where continuity of care is of known benefit (to support triaging clinicians and booking teams)
When?
  • Ongoing
Who?
  • Executive Director of Service Delivery, Operations Manager, Hub Leads, Reception Shift Leads, GPs, Nurses

What have we done since the last Patient survey in 2024

  • Held a Community Health Fair on 8th March 2025 (around 650 people attended)
  • Merged the Reception teams to one site (Shoreham and then Manor) to ensure better cross site cover and ensuring staff remain multi skilled (April 2025)
  • Continue to promote Collaborative Practice activities (NEW for 2025 – Tai Chi, Mindful movement for chronic pain in collaboration with Brighton Natural Health Foundation, and Flourish – gardening group)
  • Held an Unpaid Carers’ Coffee Morning on 13th June 2025 in order to start supporting our unpaid carers better
  • Started and continue to expand Group Consultation (Asthma, Diabetes, Menopause, COPD, CVD prevention, and in progress Hypertension)
  • AHP has made adjustments to how we handle patient-related admin (letters, results and queries) to ensure it goes back to the relevant GP as much as possible

Published: Jul 22, 2025