Patient Survey Feedback

Lakeside Healthcare Corby and Brigstock Surgeries responds to feedback from patient surveys

We’d like to thank more than 1,600 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 111 responses. Our own survey showed an improvement on all measures, for the second year running and, we are continuing to build on this positive momentum by making changes to our services.

• Following early feedback, we have recently implemented a Total Triage system meaning that all cases are submitted through our online platform, Anima. If patients do not have online access our team can do it on their behalf. Patients can still phone in and we will support patients who walk in as well.
• Our receptionists are no longer having to ask patients to call back the following day unless the platform has reached capacity, which is normally near the end of the day.

Patient Survey 2025

Fill in a short form to let us know how we're doing!

Open until Sunday 25 May 2025.

Benefits

So far some of the benefits have been:

• We have re-designed rotas to include more face-to-face appointments
• We can process simple requests more quickly
• Anima is open for longer, typically until the late afternoon
• Call wait times have fallen as the number of telephone calls has reduced
• Once triaged, patients can book their own appointment time with a doctor of their choice
• Call queues are significantly reduced and call backs are answered before 9am on most occasions.

Other improvements we have made include:

• We have recruited to the reception team and are now fully staffed
• Introducing blood test clinics at Cottingham Road, Forest Gate and Brigstock surgeries
• Tablets available in reception so people can submit Anima cases.
• Introducing more clinics at Brigstock, including for long term conditions
• Setting up a dedicated cancellation line so patients don’t need to wait in a queue.

Our patient survey results this year showed:

• More respondents were offered an appointment (up 7%)
• A 6% increase in those finding our service good or very good.
• More people said they found it easy to contact us (up 8%)
• Call waiting times had reduced

Patients were more satisfied than in previous years in seven key areas including with the service received and being happy with our staff (both up 17 points) and likely to recommend our practice (up 13 points).

The GP Patient survey results this year showed:

• 54% said their experience was fairly/very good (up 3%)
• 80% said the healthcare professional was good at listening to them (up 4%)

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

Lead GP, Dr Sudeep Rai said: ‘Both the Lakeside and National GP Surveys give us valuable feedback and statistics so thank you to everyone who took part. Whilst we were pleased to see that patient satisfaction had increased for two consecutive years, we know that the voice of our patients is important and we are striving to improve even further.

‘We have read all the comments that patients have taken the time to submit and continue to work closely with our Patient Participation Group. We are recruiting more members to our PPG and any registered patient is welcome to apply to join. More details are available on our website.

‘We have introduced accountless access to Anima 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 hope to continue to improve the patient journey with us and welcome this feedback.’

Published: Jul 25, 2025