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Lakeside St Neots responds to feedback from patient surveys 2026
Thanks for taking part!
We’d like to thank the patients who completed our recent survey with over 1,200 people taking the time to respond. We have also looked at the results from this year’s national GP Patient Survey which had similar questions and 119 responses.
Over the past year we have changed the way we triage cases, which has led to increased appointments, more on the day contact and greater patient satisfaction, as seen in the surveys and from feedback, including Google reviews.
From June 2024 to June 2025, we dealt with 16,890 Anima cases and 180,524 appointments.
Over the same period from 2025 to 2026 (after the introduction of Total Triage) we handled 44,013 Anima cases (an increase of 160.59%) and 236,370 appointments (up 30.94%) on the previous year.
Our patient survey (which took place in April and May) showed
- An improvement in six key measures for three years running.
- 69% of respondents find it easy to contact us (up 19%)
- Improvement in phone waiting times (56% answered in under 10 minutes compared to 35% last year).
- 78% of patients were offered an appointment (up 1%)
- 71% of patients rated us as good or very good (up 14%)
Patients were more satisfied in being able to access our practice (up 24 points), satisfied with the service received (up 22 points) and happy with our staff (up 16 points).
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 that we have friendly and helpful staff, improved digital access and high-quality clinical care, including for children and urgent cases.
In the GP Patient Survey
- We were up on six measures including around contacting us and next steps.
- The biggest was a 41% increase in being able to contact us through the website (to 64%)
- 69% said they had a good overall experience (up 3%)
- We were about National and ICS average scores in 2 categories (website contact) and knowing what the next step would be within two days of contacting us
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 communication around callbacks, messaging, test result and updates
Dr Robin Baxter said: ‘Both the Lakeside and National GP Surveys gave us valuable feedback and statistics so thank you to everyone who took part. We read all the comments so have a very clear insight into patient sentiment and areas for development. We are pleased to see improvements for three consecutive years, particularly around contacting us and telephone waiting times. We also believe that patients are more satisfied due to our increased capacity, the way we have changed our working pattern and keep Anima available during core hours. Thanks to our team for all their hard work, we will continue to make improvements where we can.’
See the GP Patient Survey results
Published: Jul 10, 2026