Patient Survey Feedback

Lakeside St Neots responds to feedback from patient surveys

We’d like to thank more than 900 patients who took the time to complete our recent survey. The number of patients taking part rose by 200% compared to last year.

We have also looked at the latest national GP Survey results, which had 97 responses and similar questions.  

Our survey data showed an improvement in seven key areas for two consecutive years.

The national one followed a similar trend, with this year’s scores improving in 12 out of 13 categories.

Our patient survey results showed

• 77% of respondents were offered an appointment (up 15% from last year)
• 57% said that their overall experience of our service was good or very good (up 30%)
• More people (50%) said they found it easy to contact us (up 29%)
• 35% of calls were answered in ten minutes or less (up 24%)

Our patient survey results showed a 45-point rise in people being happy with our staff and likely to recommend our practice, a 43-point increase on being able to access our practice and a 40-point rise in having their issue resolved. The other three categories (being satisfied with our service, happy with the appointment and advice given) each had increases of over 32 points.

The National GP survey showed

• 66% said their experience with us was good/ fairly good (up 18%)
• 80% said that our receptionists were very/fairly helpful (up 16%)
• 95% agreed that the healthcare professional had all the information needed (up 12% and above the ICB and national average)
• 88% said their healthcare professional was good at treating the patient with care and concern (up 13% and above the ICB and national average)

Although both surveys showed the improvements we have been working for, there were also general  areas of concern around access and continuity of care.

We will continue to monitor our data and workflow to make improvements where possible.

• We are now looking at implementing different triage systems to enhance our service and will keep patients informed of progress
• We are also recruiting an additional GP

Lead GP, Dr Thaven Chetty said: ‘Thank you to everyone who took part as both surveys gave us valuable feedback. We have read hundreds of comments from patients and continue  to work closely with our Patient Participation Group to listen, understand and address issues where we can.

‘We have recently introduced accountless access to Anima, our online platform, which makes it easier for registered patients to get in touch and look forward to further developments with the NHS App and what it should mean for patient access. We hope that the planned changes we will make to our triage system will also help to improve our access.’

Published: Jul 11, 2025