The Lakeside Practice

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

In the 2023 National GP Patient Survey, the practice’s data demonstrated responses to patient satisfaction with GP practice appointment times, how easy it is to get through to the practice by phone, satisfaction with the appointment offered, and with the overall experience of making an appointment were in line with the national and local averages. These were similar in performance to previous year’s results.

Results from the NHS Friends and Family Test (FFT) were reviewed and found to be positive. For example, for four months (September to December 2023) 589 people responded to the survey with an average of 92.5% positive about the practice. This is higher than the England average of 91%.

The practice undertook internal satisfaction surveys and acted on feedback, for example, a survey of cervical smear testing uptake resulted in the implementation of regular Saturday walk-in clinics, improving access for women. Other improvement initiatives include additional minor surgery and coil fitting clinics at weekends.

Where any aspects of survey results were lower than expected the practice analysed these and made changes to improve. The practice had reviewed and responded to feedback and continues to make improvements.

We received six patient feedback comments and identified themes of concern in respect of access. These were ease of getting through to the practice by telephone, getting a timely appointment with a preferred GP, and perceived lack of reception staff. Leaders told us about plans in place for improvement in these areas.

We recognise the pressure that practices are currently working under, and the efforts staff are making to maintain levels of access for their patients. At the same time, our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. We were told and saw that the practice sought and acted on feedback relating to access.