Patient Survey Feedback

Headlands Surgery responds to feedback from patient surveys

We’d like to thank more than 400 patients who took the time to complete our recent survey.

We have also looked at the latest national GP Survey which had similar questions and which had 107 responses.

Our patient survey showed an improvement on all measures, for the second year running and the national GP survey had some very encouraging results, and we plan to build on this positive momentum.

Changes

Recent changes have included:

• Three new GP Partners joining us in the past year, including one with a specialism in women’s health, HRT and menopause management and family planning
• Training provided to the nursing team to provide asthma, COPD and travel advice appointments
• An increase in the amount of face-to-face appointments offered
• An increase in the number of First Contact Physiotherapy appointments, which have been extended by an additional day per week
• The appointment of a Practice Manager and Advanced Nurse Practitioner
• More capacity in our Management Support team
• Updated and easier to navigate website

Our patient survey results this year showed:

• 49% of respondents said that their overall experience of our service was good or very good (up 11% from last year)

• More people (47%) said they found it easy to contact us (up 11%)
• Call waiting times have improved with 43% of calls answered in ten minutes (up 14%)
• 68% of respondents were offered an appointment (up 10%)

Patients were more satisfied than in previous years on seven key areas including with the service received (up 22 points), happy with our staff (up 26 points) and likely to recommend our practice (up 21 points).

The national GP survey results showed:

• 57% of respondents said that their overall experience of our service was fairly/very good (up 19%)

• More people (54%) said they had a good overall experience of contacting us (up 20%)
• There was a rise in people (75%) finding our reception and admin teams helpful (up 13%)
• 88% of respondents had confidence and trust in the healthcare professional they deal with (up 6%)

The survey also highlighted general areas of concern around access and continuity of care. We hope our changes will continue to improve things.

Lead GP, Dr Omar Ali said: ‘Both the Lakeside and National GP Surveys give us valuable feedback and statistics so thank you to everyone who took part. We have just introduced accountless access to Anima, our online platform, which makes it easier for registered patients to get in touch and we look forward to further developments with the NHS App and what it should mean for patient access. We have read the hundreds of comments that patients have taken the time to submit and continue to work closely with our Patient Participation Group.’

Published: Jul 14, 2025