Patient satisfaction with GP out-of-hours services
Last updated 31 July 2020 - see all updates
1. Main facts and figures
- more than two-thirds of patients reported a positive experience of GP out-of-hours services in 2014/15
- Black African patients had the highest levels of satisfaction in 2014/15 for any ethnic group for which satisfaction can be reliably estimated – nearly 3 out of 4 patients reported a positive experience
- patients from the Indian, Chinese and Bangladeshi ethnic groups were the least likely to report a positive experience in 2014/15, with just under 3 in 5 doing so
2. Things you need to know
What the data measures
The data measures the percentage of patients satisfied with the out-of-hours services they get through a GP surgery.
Percentages are rounded to 1 decimal place.
Not included in the data
The data does not include GPs in hospitals or other clinical settings.
Data is suppressed (not shown) if fewer than 10 people answer the question in a particular ethnic group. This is to protect the confidentiality of respondents.
The ethnic groups used in the data
The data uses the 18 standardised ethnic groups from the 2011 Census.
Read the detailed methodology document (PDF, 8.2MB, 88 pages) (PDF opens in a new window or tab) for the data used on this page.
Some groups are less likely to respond to the GP Patient Survey than others. The data is weighted to take this into account.
Read more about the GP Patient Survey.
The figures on this page are based on survey data. Find out more about interpreting survey data, including how reliability is affected by the number of people surveyed.
In the data file
See Download the data for the number of people who completed the survey (‘unweighted respondents’ in the data file).
Read more about how weighting is used to make survey data more representative.
3. By ethnicity
|Mixed White/Black African||58.2||64.2||52.5||67.3|
|Mixed White/Black Caribbean||77.7||69.7||64.3||68.1|
Download table data for ‘By ethnicity’ (CSV) Source data for ‘By ethnicity’ (CSV)
Summary of Patient satisfaction with GP out-of-hours services By ethnicity Summary
Data for the White Gypsy and Irish Traveller ethnic group is based on a small number of responses (around 30 or 40 each year).
The data on GP out-of-hours services shows that:
- 70.9% of patients had a positive experience of GP out-of-hours service in 2011/12, but that fell to 68.6% of patients in 2014/15
- the ethnic groups with the highest levels of satisfaction in 2014/15 were Gypsy and Irish Traveller, Black African, and Irish, at 75.2%, 73.3% and 71.3% respectively
- each year from 2011/12 to 2014/15, the ethnic groups most likely to report a positive experience were Black African, Irish, and White British (though not always in the same order)
- the ethnic groups least likely to report a positive experience in 2014/15 were Indian, Chinese, and Bangladeshi, at 58.2%, 59.0% and 59.1% respectively
- each year from 2011/12 to 2014/15, satisfaction levels for each of the Asian ethnic groups were below the national average, except in 2013/14, when patients from the Bangladeshi ethnic group had a level of satisfaction very slightly above the average for England
4. Data sources
Type of data
Type of statistic
Purpose of data source
Feedback from patients on their experience, treatment and care is an important source of information for helping local clinicians and managers to improve the quality of service design and healthcare.
The GP patient survey (GPPS) responses used for this measure offer healthcare providers insights that can help improve GP surgeries and the services the provide.
5. Download the data
This file contains the following: ethnicity, year, value, denominator, numerator, confidence intervals, unweighted sample size