We use cookies to make this site work. We'd also like to set optional cookies so we can understand how the site is used and improve it. We will not set optional cookies unless you accept them. You can change your choice at any time from the Cookie settings link in the footer.
Strictly necessary cookies
These cookies are required for the site to work. They store your cookie preferences and keep your session secure. They are exempt from consent under PECR Regulation 6(4) because they are essential to deliver the service you have requested.
Optional cookies
Optional cookies help us understand how the site is used and provide additional features such as analytics, accessibility tools and translation. We will only set them if you accept.
Patient survey results 2026
Thanks for taking part!
We’d like to thank the patients who completed our recent survey with nearly 1,000 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 98 responses.
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, feedback and Google reviews.
From June 2024 to June 2025, we dealt with 12,765 Anima cases and 223,400 appointments.
Over the same period from 2025 to 2026 (after the introduction of Total Triage) we handled 67,534 Anima cases (up 429%) and 314,080 appointments (up 40.59%) 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.
- 63% of people finding it easy to contact us (up 32%)
- 72% of patients were offered an appointment (up 10%)
- 64% of appointments were face to face (up 7%)
- 60% of patients rated us as good or very good (up 22%)
Patients were more satisfied than in previous years in six key areas including being happy with the service received (up 35 points) and able to access our practice (up 31 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. Clinical care is often praised, a significant group said that our online system is quicker than the phone, gets fast responses and can lead to same day or prompt appointments and many say the service has improved in the last 12 months.
In the GP Patient Survey
- There was an increase in all 13 measures compared to last year’s score.
- The highest was a 22% increase, on those having a good overall experience of this GP Practice (up to 65%) and it being easy to contact our practice through the website (49%).
- Scores exceeded national and ICS categories in four measures
- 98% said they had confidence and trust in the healthcare professional they saw or spoke to (up 13%)
- 98% agreed their needs were met
As a result of feedback from the surveys we plan to focus on
- Continuing to work with the Anima developers
- Increasing continuity of care so those with complex conditions see the same GP where possible
- Seeing how we can improve communication around callbacks, messaging, test result and updates
- Working on finding new systems and processes for improving our patients' waiting times on the phones to make sure people have the confidence to call us
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 read all the comments so have a very clear insight into patient sentiment and what areas we need to work on. We are really delighted with the survey results as they show a sustained and definite improvements in key areas. This includes our patient satisfaction rating, which we believe is due to our increased capacity and the fact that Anima is open during core hours. Thanks to our staff who work tirelessly. We will continue to make improvements and refinements where we can.’
See the GP Patient Survey results
Published: Jul 16, 2026