Patient Survey Feedback

 

The Stamford Surgery responds to feedback from patient surveys

We’d like to thank more than 1,500 patients who took the time to complete our recent Stamford Surgery survey. We have also looked at the latest national GP Survey which had similar questions and which had 114 responses.

The Stamford Surgery survey, which mirrored the questions of the national survey, was undertaken in April/ May. It 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, working closely with the Patient Participation Group.

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National Survey 

The National Survey was run in January, during winter pressures and shows that we need to continue the journey we are on to meet demand and improve access.

Our patient survey results this year showed:

  • 25% said that their overall experience of our service was good (up from 20%)
  • 62% of respondents were offered an appointment (up 3%)
  • More people (31%) said they found it easy to contact us (up 6%)

Patients were more satisfied than in previous years on seven key areas including being able to access our practice and being happy with our staff (up 11 points each) while those being satisfied with the advice and service given were up by 10 points each. The survey also highlighted general areas of concern around access and continuity of care.

We continue to make significant changes, even within the last month introducing Total Triage and recruiting more doctors.

 
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Implementing a Total Triage system means that all cases are submitted through Anima, our online platform. If patients do not have online access our team can do it on their behalf, either on the phone or at reception. 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 end of the day. We have increased our appointments by 17 per cent since 11 June, we will continue to review this as the new system beds in.

So far some of the benefits have been:

  • We have amended appointment slots meaning more are available each day
  • We can process simple requests more quickly
  • Anima is open for longer, typically until the late afternoon
  • Our average call waiting times have fallen (from 12 minutes in January to 9 minutes currently)
  • Once triaged patients can book their own appointment time with a doctor of their choice
  • The morning telephone call queue is mostly cleared before 9am  

We hope our changes will continue to improve things.

Lead GP, Dr Gavin Cattigan 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 which makes it easier for registered patients to get in touch, as well as Total triage which has increased access. We look forward to further developments with the NHS App that have recently been announced and what it should mean for patient access.

‘We have read the thousands of comments that patients have taken the time to submit and continue to work closely with our Patient Participation Group to continue our journey of improvement.’

Published: Jul 10, 2025