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Patient survey results 2026
Thanks for taking part!
We’d like to thank the patients who completed our recent survey with over 380 people taking the time to respond. We have also looked at the results from this year’s national GP Survey which had similar questions and 96 responses. Our patient survey showed improvements for the third year running and we are continuing to build on this positive momentum.
Over the past year we have changed the way we triage cases, which has led to increased appointment capacity, more on the day contact and greater patient satisfaction, as seen in the surveys, and feedback, including Google reviews.
From June 2024 to 2025, we dealt with 13,722 Anima cases and 69,808 appointments.
Over the same period from 2025 to 2026 (after the introduction of Total Triage) we handled 20,966 Anima cases (up 52.79%) and 84,210 appointments (up 20.63%) on the previous year.
Our patient survey (which took place in April and May) showed
- 68% finding it easy to contact us (up 21%)
- 74% being offered an appointment (up 6%)
- 66% rating our service as good or very good (up 17%)
- An improvement in phone waiting times with 57% of calls answered in under 10 minutes
Patients were more satisfied than in previous years in six key areas including accessing the practice (up 34 points) happy with the service (up 27 points), happy with our staff (up 22 points) and likely to recommend us (up 13%).
Our survey also had a ‘free text’ box so patients could give more details about what they thought was working well and areas that we still need to concentrate on. Patients said there has been a noticeable improvement over the last 12 months and our staff are caring, kind and professional. Others said that online contact is convenient and there was praise for specific staff roles and individual clinicians.
In the National GP Survey
- 63% of people said they had a good overall experience of our practice (up 6%)
- The biggest rise was in those finding it easy to contact us using the website ( up 16% to 48%)
- We had increased scores in 11 of the 13 measures.
- 93% agreed they were involved as much as they wanted to be in decisions about their care and treatment – a 5% rise and above the national and ICS average scores.
As a result of feedback from the surveys we plan to focus on
- Making it more straightforward to access appointments
- Continuing to work with the Anima developers
- Increasing continuity of care so patients with complex conditions see the same GP where possible
- Seeing how we can improve patient communication around callbacks, messaging, test results and prescription queries.
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 read all the comments submitted and have seen a steady rise in patient sentiment and key indicators for three consecutive years. This is due to the hard work of our team and the fact we have changed our triage methods and have kept Anima open during core hours. These surveys show the progress we have made which we are determined to build on.’
Published: Jul 16, 2026