Company
Introducing the ICB Patient Satisfaction Index: monthly, verified feedback from patient movers for every ICB area.
The team at Healthtech-1
LONDON, ENGLAND (4th November 2026) – Healthtech-1’s Bookable.health platform launches the ICB Patient Satisfaction Index: a free, monthly assessment of patient satisfaction with the GP practice they have just left, across England’s 25 Integrated Care Board (ICB) areas. The first edition is built from 1.46 million registrations made between October 2025 and September 2026. From 1 December 2026, it will be updated monthly.
Healthtech-1 published the Index to support ICBs to collect patient-reported experience metrics. The Index is designed to sit alongside the GP Patient Survey and the Health Insight Survey, not replace them, giving ICBs a monthly view of patient satisfaction for those joining new practices.
The Index is free to view at bookable.health/patientsatisfactionindex.
What the Index is 📋
The ICB Patient Satisfaction Index is a set of patient-reported experience measures (PREMs). When a patient registers with a new GP practice through Bookable.health’s Automated Registrations service, they:
state why they are moving, from a fixed list of reasons
rate the practice they have just left from 1 to 5
can add written feedback about that practice, in their own words
Bookable.health collects these answers on top of what NHS England’s registration form requires. Every answer comes from a patient who is registering at a new practice, rather than from anonymous online reviews.
The first edition covers 1 October 2025 to 30 September 2026:
Measure | Number |
|---|---|
Patients who said why they are moving | 1,458,532 |
Patients who rated their previous practice | 976,755 |
Written feedback comments | 405,476 |
Why we built it 🔍
ICBs are held to account on patient experience of GP access, but the evidence available to them is limited.
The GP Patient Survey is a once-a-year sample, with fieldwork between January and April and results published in July. The ONS Health Insight Survey reports every four weeks on how adults across England contact their practice and rate their experience. Online reviews, which some ICBs use, cannot be verified as coming from real patients of the practice.
What no approach provides is why patients leave their practice, or what went wrong or right in their own words. This Index fills that gap. It hears from verified patients at the point they join a new practice, breaks their experience into why they moved, what they complained about and what they praised, and shows this data practice by practice.
The Index is not a representative sample, so it works best read alongside the official surveys, not instead of them.
What the first edition shows 📈
🚪 Why patients move: nearly 1 in 10 (9.5%) of patients moving to a new GP said they moved because they didn’t like the previous GP. ICB figures range from 5.4% in Dorset, Somerset, and Bath to 12.6% in Cornwall and the Isles of Scilly, and Devon.
⭐ How patients rate the practice they just left: 12% of patients rated their previous practice 1 or 2 out of 5. Poor ratings nearly double between ICB areas. In Cornwall and the Isles of Scilly, and Devon, 15.2% of patients rated their previous practice 1 or 2, the highest in England. The lowest rate, 8.2%, was in Dorset, Somerset, and Bath and North East Somerset, Swindon and Wiltshire.
💬 What feedback patients leave: appointment supply was the top complaint in every ICB, representing 30% of all complaints. Leicester, Leicestershire and Rutland, and Northamptonshire had the highest proportion of comments about appointment supply (37%). Not being listened to is twice as common in some areas. In South Yorkshire, 14.5% of negative feedback mentions that the patient was not listened to. In West and North London it was 7.2%.
How ICBs can use it 🧭
Find out why patients are leaving practices in your area. See the reasons patients give for moving, including how many say they didn’t like their previous GP or that their practice closed.
Understand the most common complaints. Patient feedback is grouped into categories such as no appointments, communication and admin, and not being listened to, so you can see what comes up most and target improvement work.
Learn from your best practices. See which practices in your area are rated highest by the patients who have left them.
Track change over time. Follow your area month by month, alongside your GP Patient Survey result.
See how your area compares. Benchmark against England and the other 24 ICB areas on ratings, or on any single complaint, praise or reason for moving.
This is version one 🚀
This is the first edition of the Index. Over the coming months we will:
Work with ICBs to develop the Index, including additional cuts of the data
Publish insight pieces on our website that explore what the data shows in more depth
We would welcome feedback from ICBs and other system leaders on what would make the Index most useful to them. Get in touch at press@healthtech1.uk.
CEO and Co-Founder
“Nearly half a million patients have told us how their GP practice treated them in the last year. That is far more than any survey can reach, and we hear from them every day, not every year. The message is clear: patients value their clinicians, but they cannot get in the door. Access is the problem to fix first.”
Head of Policy and Privacy
“We want this to be useful to the people running local services, as well as regional and national decision-makers. ICBs can see which problems come up most in their area, compare themselves fairly with the rest of England, and see what is working in their best-rated practices. We are keen to work with NHS England and ICBs to go deeper into the Index’s insights.”
Policy Lead
“ICBs are asked to improve patient experience and outcomes, yet they wait a year for the data to tell them how they are doing. The Index gives every ICB a monthly picture of what patients think of local practices, and why they are leaving. These are verified patients who were registered at the practice they are rating, not anonymous reviews. That makes it a measure ICBs can plan around.”
📊 About these figures
The Index is a new data source on patient satisfaction:
It is not a random sample. It reflects patients who are leaving a practice and registering through Bookable.health. Patients who are moving may view their old practice differently from those who stay, and not every practice in an area is covered equally.
Not every patient answers every question. The reason for moving is mandatory, so it has the most answers. Ratings and written feedback are optional.
A previous practice isn’t always on record. About a third of registrations have no previous GP recorded. Many are first-time registrations, such as people new to the country or newborn babies, but some will have had a GP that was not given or could not be matched.
Where answers are counted. Ratings, feedback and reasons for moving are counted at the ICB area of the practice the patient left. Where no previous practice is recorded, the reason is counted at the area of the practice they joined.
Feedback is tagged, not chosen by the patient. Patients write feedback in their own words. Each comment was tagged by meaning with LLM assistance, and a sample reviewed by Healthtech-1 staff. One comment can raise several issues, and patients’ statements have not been fact-checked.
Some areas have smaller numbers. Differences between areas with fewer responses should be treated with more caution. The Index does not rank an area on a measure with fewer than 30 responses.
💙 About Healthtech-1
Healthtech-1 is on a mission to unlock access to care. We’ve built Bookable.health to navigate patients to the right place, first time: automating registrations, triaging patients and booking appointments.
Our platforms are used by 1,663 GP practices across England. We were voted Digital Solutions Provider of the Year at the General Practice Awards in 2024 and 2025.
Our team are ‘inside outsiders’: NHS staff, doctors, and leading engineers and operators from the likes of Accurx, Monzo and Google. We work out of a GP practice in Stratford, East London, combining clinical insight with deep operational and technical expertise.
📧 Press contact: press@healthtech1.uk
