Pulse Survey 2014 Results: Key Findings and Insights

Monitor Pulse Survey 2014 Results ExCo meeting 14 November 2014

Pulse Survey Results 2014 Response rate 100% 90% 80% 77% 70% 70% 60% 100% 100% 50% 92% 91% 90% 88% 86% 85% 84% 80% 40% 77% 77% 71% 69% 61% 30% 48% 20% 10% 0% Monitor overall Legal Services & CEO Office Organisation Transformation Strategic Communications Cooperation & Competition Provider Appraisal Sector Provider Regulation Development Pulse Feb Private sector BM Public sector BM Response rates across the company have risen against previous survey and well above benchmarks in public as well as private sector firms. 2

Pulse Survey Results 2014 Headliners Most favourable (highest scores overall) Best against Monitor overall (greatest difference against firm s scores) Most improved since Feb survey (greatest difference against previous survey) Sector Development 1 Provider Appraisal Provider Appraisal Provider Regulation 2 Organisation Transformation Organisation Transformation Organisation Transformation 3 Sector Development Sector Development Legal Services & CEO Office 4 Strategic Communications Provider Regulation Strategic Communications 5 Provider Regulation Legal Services & CEO Office Provider Appraisal 6 Legal Services & CEO Office Strategic Communications Cooperation & Competition 7 Cooperation & Competition Cooperation & Competition Top 5 scores Lowest 5 scores Inappropriate behaviour is dealt with effectively where I work (47%) I am proud to work for Monitor (81%) I believe strongly in the purpose and objectives of Monitor (81%) Leaders demonstrate our values in their everyday behaviour and actions (46%) I would recommend Monitor as a great place to work (76%) Leaders provide a clear and compelling vision for Monitor s future (43%) Working here makes me want to do the best work I can (75%) I am satisfied with the opportunities I have to progress at Monitor (38%) I understand my part to play in delivering Monitor s corporate strategy (71%) I believe Monitor s performance management system is fair and equitable (33%) 3

Pulse Survey Results 2014 Strengths and areas for focus Less than 6 months service Females Strengths Senior grades (VSM, level 1 & 2) Engagement & commitment category Ethnicity: Asians Cooperation & competition had highest response rate Provider Appraisal had the greatest positive impact on overall stats Between 1 and less than 2 years Areas to focus Role Level 3 Leadership (ExCo and Directors) category Ethnicity: Others Provider Regulation has the greatest negative impact on overall stats and the lowest response rate 4

Pulse Survey Results 2014 Engagement Index Positive Neutral Negative Pulse 81 17 2 I am proud to work for Monitor Feb survey 81 16 3 SAY Employee advocacy Pulse 74 18 8 I would recommend Monitor as a great place to work Feb survey 76 18 6 Pulse I believe strongly in the purpose and objectives of Monitor 85 13 2 Feb survey 81 16 3 STAY Employee commitment Pulse 58 29 13 I intend to still be working for Monitor in 12 months time Feb survey 60 25 15 Pulse 73 23 4 Working here makes me want to do the best work I can Feb survey 75 16 9 STRIVE Discretionary effort Pulse 54 36 10 Monitor motivates me to contribute more than is normally required in my work 55 31 14 Feb survey 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Sector Development Provider Regulation Enforce & PR MD Office Legal Services & CEO Office Provider Appraisal Monitor overall Strat Comms Policy & SD MD Office Finance, Reporting And Risk Directorate OT CCD Regional Monitoring All Economics KIM Pricing All Pulse 2014 engagement index 76% 77% 76% 76% 74% 73% 82% 75% 69% 70% 72% 71% 66% 63% 63% Difference to Feb survey 4% n/a 4% 4% -5% 4% 19% -12% 16% -3% -11% 1% -8% 8% 1% Difference to Pulse Monitor overall 4% 5% 4% 4% 2% 1% 10% 3% -3% -2% -1% -6% -9% -9% 0% 5

Pulse Survey Results 2014 Engagement Index Role level 100% 75% 86% 76% 72% 71% 62% 50% Monitor all VSM+Role Level 1 Role Level 2 Role Level 3 Role Level 4 Length of service 100% 75% 85% 73% 72% 70% 68% 66% 64% 50% Monitor all Less than 6 Months Between 6 and less than 12 Months Between 1 and less than 2 years Between 2 and less than 3 years Between 3 and less than 5 years 5 or More years 6

Pulse Survey Results 2014 Leadership questions 2 of 2 All leadership questions 100% 80% 62% 62% 61% 56% 56% 60% 50% 47% 46% 43% 42% 38% 40% 30% 29% 20% 0% Provider Appraisal Economics Legal Services & CEO Kim BM: PS < 500 BM: 250 - 700 Monitor overall Provider Reg Pricing Policy & MD Office CCD Strat Comms OT Benchmarks: PS < 500 = Public Sector companies with less than 500 employees. 250 700 = all companies with 250 to 700 employees (used in full survey) Leaders demonstrate our values in their everyday behaviour and actions 100% 80% 70% 62% 57% 60% 52% 50% 47% 46% 46% 40% 37% 34% 40% 30% 29% 20% 0% Economics Legal Services & CEO Provider Appraisal BM: PS < 500 Provider Reg Kim Monitor overall BM: 250 - 700 Pricing Policy & MD Office CCD Strat Comms OT 7

Pulse Survey Results 2014 Leadership questions 1 of 2 Leaders are sufficiently visible and approachable at Monitor 100% 80% 72% 68% 63% 63% 60% 56% 54% 60% 54% 52% 50% 42% 40% 33% 33% 20% 0% Legal Services & CEO Provider Appraisal Kim BM: PS < 500 Economics Pricing CCD BM: 250 - 700 Monitor overall Policy & MD Office Provider Reg OT Strat Comms Benchmarks: PS < 500 = Public Sector companies with less than 500 employees. 250 700 = all companies with 250 to 700 employees (used in full survey) Leaders provide a clear and compelling vision for Monitor s future 100% 80% 62% 58% 55% 60% 53% 50% 48% 46% 43% 40% 40% 32% 27% 26% 24% 20% 0% Provider Appraisal Kim Economics BM: PS < 500 BM: 250 - 700 Legal Services & CEO Provider Reg Monitor overall Policy & MD Office Pricing Strat Comms CCD OT 8

Pulse Survey Results 2014 Results by directorate difference to February full survey Mon all Legal Services & CEO Office Organisation Transformation Strategic Communications Provider Regulation Sector Development Cooperation & Competition Provider Appraisal (404 responses) Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Category Question Pulse Pulse Pulse Pulse Pulse Pulse Pulse Pulse -14% I am proud to work for Monitor 81% 66% 81% 76% 91% 82% 66% 85% 0% 4% 3% 5% 5% -13% -9% I would recommend Monitor as a great place to work I believe strongly in the purpose and objectives of Monitor I intend to still be working for Monitor in 12 months time Working here makes me want to do the best work I can Monitor motivates me to contribute more than is normally required in my work My team regularly looks for ways to make a difference for patients I understand how our corporate strategy makes a difference for patients There is good co-operation and communication between the teams I work with across Monitor Leaders demonstrate our values in their everyday behaviour and actions Leaders are sufficiently visible and approachable at Monitor Leaders provide a clear and compelling vision for Monitor's future I receive regular and constructive feedback on my performance I understand my part to play in delivering Monitor's corporate strategy -9% 76% 59% 86% 73% 86% 77% 57% 77% 2% 5% 0% 11% 4% 1% -17% -4% 81% 79% 76% 76% 80% 84% 77% 85% -4% 17% 7% -6% -5% -14% -9% My Engagement and Commitment -17% 60% 55% 38% 45% 69% 62% 46% 70% 2% 1% -9% 6% 7% -10% 5% -14% 75% 66% 81% 73% 79% 74% 74% 74% 2% 12% 0% 12% 4% -8% 0% -12% 55% 52% 62% 52% 50% 59% 60% 51% 1% 6% 2% -4% 9% -1% -1% 27% 63% 55% 43% 76% 60% 62% 86% 57% 16% 9% 12% 30% 16% -2% 18% Patients First 14% 68% 69% 67% 64% 63% 72% 69% 68% 20% 15% 18% 24% 18% 30% 13% Working Together 8% 50% 52% 71% 45% 46% 52% 37% 53% -6% -10% -9% -21% 4% -1% -18% -3% 46% 62% 29% 30% 50% 46% 34% 57% -5% 0% -20% 1% 7% -30% -20% Leadership (ExCo and Directors) 7% 52% 72% 33% 33% 42% 57% 54% 68% -2% 18% -31% -4% 2% -11% 3% -18% 43% 48% 24% 27% 46% 44% 26% 62% -9% -6% -15% -8% -2% -22% -19% 18% 54% 62% 76% 76% 40% 54% 40% 68% -5% -7% 14% -7% -7% -15% -3% My Manager 6% 71% 72% 67% 73% 65% 75% 74% 68% 10% 10% 19% 14% 4% 6% 16% 14% I have clear, measurable work objectives 63% 52% 86% 76% 57% 61% 60% 68% My Job 3% -6% 14% 8% -8% 10% 10% I am satisfied with the opportunities I have to progress at Monitor I am satisfied with the development I receive for my present job Inappropriate behaviour is dealt with effectively where I work I believe Monitor's performance management system is fair and equitable I am satisfied with the support available if I experience stress or pressure 1% 38% 31% 48% 45% 38% 38% 23% 45% 5% -7% -9% 3% 18% -4% 6% 13% 49% 52% 76% 64% 44% 44% 34% 64% 3% -10% 10% 4% 5% -7% 6% Performance and Development 29% 47% 45% 76% 55% 49% 41% 54% 43% 7% 12% 5% 13% 8% 1% -2% 15% 33% 28% 57% 48% 25% 33% 23% 36% 2% -34% 2% 1% 12% 3% -14% Health and Well- Being 13% 58% 59% 71% 45% 62% 51% 57% 70% 14% 5% 3% 24% 16% -2% 18% 9

Pulse Survey Results 2014 Results by team difference to February full survey Provider Regulation Sector Development Enforcement & PR MD Office (19 responses) Finance, Reporting And Risk (26 responses) Regional Monitoring (56 responses) Policy & SD MD Office (30 responses) Economics (20 responses) KIM Pricing Mon all (404 responses) (38 responses) (50 responses) Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Diff to Feb Category Question Pulse Pulse Pulse Pulse Pulse Pulse Pulse Pulse 89% 92% 91% 95% 79% 80% 80% 13% 2% 20% -14% 25% -5% I am proud to work for Monitor 81% 0% - I would recommend Monitor as a great place to work I believe strongly in the purpose and objectives of Monitor I intend to still be working for Monitor in 12 months time Working here makes me want to do the best work I can Monitor motivates me to contribute more than is normally required in my work My team regularly looks for ways to make a difference for patients I understand how our corporate strategy makes a difference for patients There is good co-operation and communication between the teams I work with across Monitor Leaders demonstrate our values in their everyday behaviour and actions Leaders are sufficiently visible and approachable at Monitor Leaders provide a clear and compelling vision for Monitor's future I receive regular and constructive feedback on my performance I understand my part to play in delivering Monitor's corporate strategy 84% 81% 89% 85% 79% 77% 72% -3% 18% 35% -14% 22% -13% 76% 2% - 79% 73% 84% 85% 92% 77% 82% -6% -5% -9% -8% -1% -6% 81% -4% - My Engagement and Commitment 79% 69% 66% 70% 66% 60% 58% 1% 5% 14% -7% 30% -3% 60% 2% - 74% 85% 79% 80% 79% 70% 70% 22% 11% 24% -14% 0% 3% 75% 2% - 58% 54% 45% 75% 58% 53% 58% -4% -8% 31% -15% 18% 6% 55% 1% - 79% 38% 64% 95% 45% 63% 62% 22% 27% 26% 18% 8% 23% 63% 16% - Patients First 74% 58% 63% 90% 66% 77% 68% 5% 31% 34% -21% 32% 24% 68% 20% - Working Together 68% 42% 39% 80% 47% 47% 48% -16% -32% 42% -33% 2% 7% 50% -6% - 53% 46% 50% 70% 47% 37% 40% -1% 0% 37% -6% 12% -4% 46% -5% - Leadership (ExCo and Directors) 37% 54% 38% 60% 63% 50% 56% 12% -10% 13% 3% 0% -3% 52% -2% - 37% 46% 48% 55% 58% 40% 32% -7% -7% 2% -15% 20% -15% 43% -9% - 32% 42% 41% 75% 55% 47% 50% -11% -4% 8% -25% -8% -3% 54% -5% - My Manager 53% 69% 68% 90% 79% 73% 66% 16% 18% 10% -8% 8% 2% 71% 10% - 47% 73% 54% 85% 58% 50% 60% 6% 13% 12% -15% -10% -11% I have clear, measurable work objectives 63% My Job 3% - I am satisfied with the opportunities I have to progress at Monitor I am satisfied with the development I receive for my present job Inappropriate behaviour is dealt with effectively where I work I believe Monitor's performance management system is fair and equitable I am satisfied with the support available if I experience stress or pressure 37% 35% 39% 30% 42% 40% 36% -7% 7% 22% 15% 30% 10% 38% 5% - 42% 50% 41% 80% 29% 40% 44% -3% 7% 18% 2% 5% 6% 49% 3% - Performance and Development 37% 62% 46% 65% 39% 37% 34% 30% 8% 29% -14% 17% 4% 47% 7% - 32% 31% 20% 45% 32% 33% 30% 3% -2% 37% -15% 23% 8% 33% 2% - Health and Well- Being 68% 62% 61% 70% 45% 53% 48% 30% 20% 16% -8% 33% 21% 58% 14% - 10

Pulse Survey Results 2014 Results by directorate difference to Monitor overall All (404 Legal Services & CEO Office Organisation Transformation Strategic Communications Provider Regulation Sector Development Cooperation & Competition Provider Appraisal responses) Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Category Question Pulse Pulse Pulse Pulse Pulse Pulse Pulse Pulse 0% -6% 10% 0% -16% 4% I am proud to work for Monitor 81% 66% 81% 76% 91% 82% 66% 85% -16% I would recommend Monitor as a great place to work I believe strongly in the purpose and objectives of Monitor I intend to still be working for Monitor in 12 months time Working here makes me want to do the best work I can Monitor motivates me to contribute more than is normally required in my work My team regularly looks for ways to make a difference for patients I understand how our corporate strategy makes a difference for patients There is good co-operation and communication between the teams I work with across Monitor Leaders demonstrate our values in their everyday behaviour and actions Leaders are sufficiently visible and approachable at Monitor Leaders provide a clear and compelling vision for Monitor's future I receive regular and constructive feedback on my performance I understand my part to play in delivering Monitor's corporate strategy 9% -4% 10% 1% -19% 0% 76% 59% 86% 73% 86% 77% 57% 77% -18% -5% -5% -1% 3% -4% 4% 81% 79% 76% 76% 80% 84% 77% 85% -2% My Engagement and Commitment -22% -15% 9% 2% -15% 10% 60% 55% 38% 45% 69% 62% 46% 70% -5% 6% -2% 4% -1% -1% -1% 75% 66% 81% 73% 79% 74% 74% 74% -9% 7% -3% -5% 4% 5% -4% 55% 52% 62% 52% 50% 59% 60% 51% -3% -20% 13% -2% -1% 23% -5% 63% 55% 43% 76% 60% 62% 86% 57% -8% Patients First -1% -4% -5% 4% 1% 0% 68% 69% 67% 64% 63% 72% 69% 68% 1% Working Together 22% -4% -4% 2% -13% 3% 50% 52% 71% 45% 46% 52% 37% 53% 2% -17% -16% 3% 0% -12% 11% 46% 62% 29% 30% 50% 46% 34% 57% 16% Leadership (ExCo and Directors) -19% -19% -11% 5% 2% 16% 52% 72% 33% 33% 42% 57% 54% 68% 20% -19% -16% 3% 1% -17% 19% 43% 48% 24% 27% 46% 44% 26% 62% 5% 22% 21% -15% 0% -14% 14% 54% 62% 76% 76% 40% 54% 40% 68% 8% My Manager -4% 2% -5% 4% 3% -3% 71% 72% 67% 73% 65% 75% 74% 68% 2% 23% 13% -5% -2% -3% 5% I have clear, measurable work objectives 63% 52% 86% 76% 57% 61% 60% 68% My Job -11% I am satisfied with the opportunities I have to progress at Monitor I am satisfied with the development I receive for my present job Inappropriate behaviour is dealt with effectively where I work I believe Monitor's performance management system is fair and equitable I am satisfied with the support available if I experience stress or pressure 10% 8% 0% 0% -15% 7% 38% 31% 48% 45% 38% 38% 23% 45% -7% 27% 14% -6% -5% -15% 15% 49% 52% 76% 64% 44% 44% 34% 64% 2% Performance and Development 29% 7% 1% -7% 7% -5% 47% 45% 76% 55% 49% 41% 54% 43% -2% 24% 16% -8% 1% -10% 3% 33% 28% 57% 48% 25% 33% 23% 36% -5% Health and Well- Being 14% -12% 4% -6% -1% 12% 58% 59% 71% 45% 62% 51% 57% 70% 1% 11

Pulse Survey Results 2014 Results by team difference to Monitor overall Provider Regulation Sector Development Enforcement & PR MD Office (19 responses) Finance, Reporting And Risk (26 responses) Regional Monitoring (56 responses) Policy & SD MD Office (30 responses) Mon all (404 responses) Economics (20 responses) KIM Pricing (38 responses) (50 responses) Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Diff to Mon all Category Question Pulse Pulse Pulse Pulse Pulse Pulse Pulse Pulse 89% 92% 91% 95% 79% 80% 80% 8% 11% 10% 14% -2% -1% -1% I am proud to work for Monitor 81% 84% 81% 89% 85% 79% 77% 72% 8% 5% 13% 9% 3% 0% -4% I would recommend Monitor as a great place to work 76% I believe strongly in the purpose and objectives of Monitor I intend to still be working for Monitor in 12 months time Working here makes me want to do the best work I can Monitor motivates me to contribute more than is normally required in my work My team regularly looks for ways to make a difference for patients I understand how our corporate strategy makes a difference for patients There is good co-operation and communication between the teams I work with across Monitor Leaders demonstrate our values in their everyday behaviour and actions Leaders are sufficiently visible and approachable at Monitor Leaders provide a clear and compelling vision for Monitor's future I receive regular and constructive feedback on my performance I understand my part to play in delivering Monitor's corporate strategy 79% 73% 84% 85% 92% 77% 82% -2% -8% 3% 4% 11% -5% 1% 81% My Engagement and Commitment 79% 69% 66% 70% 66% 60% 58% 19% 9% 6% 10% 5% 0% -2% 60% 74% 85% 79% 80% 79% 70% 70% -1% 10% 4% 5% 4% -5% -5% 75% 58% 54% 45% 75% 58% 53% 58% 3% -1% -10% 20% 3% -2% 3% 55% 79% 38% 64% 95% 45% 63% 62% 16% -24% 1% 32% -18% 0% -1% 63% Patients First 74% 58% 63% 90% 66% 77% 68% 6% -10% -6% 22% -2% 9% 0% 68% Working Together 68% 42% 39% 80% 47% 47% 48% 19% -7% -10% 30% -2% -3% -2% 50% 53% 46% 50% 70% 47% 37% 40% 7% 0% 4% 24% 1% -9% -6% 46% Leadership (ExCo and Directors) 37% 54% 38% 60% 63% 50% 56% -15% 2% -15% 8% 11% -2% 4% 52% 37% 46% 48% 55% 58% 40% 32% -6% 3% 5% 12% 15% -3% -11% 43% 32% 42% 41% 75% 55% 47% 50% -22% -12% -13% 21% 1% -8% -4% 54% My Manager 53% 69% 68% 90% 79% 73% 66% -18% -2% -3% 19% 8% 3% -5% 71% 47% 73% 54% 85% 58% 50% 60% -15% 10% -9% 22% -5% -13% -3% I have clear, measurable work objectives 63% My Job I am satisfied with the opportunities I have to progress at Monitor I am satisfied with the development I receive for my present job Inappropriate behaviour is dealt with effectively where I work I believe Monitor's performance management system is fair and equitable I am satisfied with the support available if I experience stress or pressure 37% 35% 39% 30% 42% 40% 36% -1% -3% 1% -8% 4% 2% -2% 38% 42% 50% 41% 80% 29% 40% 44% -7% 1% -8% 31% -20% -9% -5% 49% Performance and Development 37% 62% 46% 65% 39% 37% 34% -10% 14% -1% 18% -8% -11% -13% 47% 32% 31% 20% 45% 32% 33% 30% -1% -2% -13% 12% -1% 1% -3% 33% Health and Well- Being 68% 62% 61% 70% 45% 53% 48% 11% 4% 3% 12% -13% -5% -10% 58% 12