Lakeside Surgery

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 the percentage of respondents who responded positively to how easy it was to get through to the practice on the phone, those who were very satisfied or fairly satisfied with their GP practice appointment times, those who were satisfied with the appointment (or appointments) they were offered, and those who responded positively to the overall experience of making an appointment showed no statistical variation to the England average. However, the practice acknowledged they would like to improve performance and were implementing plans to do so.

Results from the NHS Friends and Family Test (FFT) were reviewed and found to be positive. For example, in December 2023, 29 people responded to the survey and 93% were positive about the practice, in November 2023, 12 people responded and 92% were positive about the practice. This is higher than the England average of 91%.

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 the feedback and continues to make improvements.

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 shown evidence to demonstrate that the practice sought and acted on feedback relating to access.