Lakeside Surgery Also known as Alliance Primary Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We carried out an announced assessment of one quality statement, equity of access, under the key question Responsive and found: The practice organised services to meet patients’ needs. The practice used people’s feedback and other evidence to actively seek and improve access for people. Services were designed to make them accessible and timely for people including those most likely to have difficulty accessing care. The provider prioritised, allocated resources and developed opportunities as needed to tackle inequalities and achieve equity of access. The practice monitored, reviewed and analysed data and feedback related to patient’s experiences when accessing care at the service. Where negative feedback was received or opportunities to improve were identified, the practice responded with plans implemented and changes designed to improve access, patients’ experiences, and satisfaction levels. Systems implemented were evaluated for effectiveness.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Leaders demonstrated they were aware of the challenges to patient access and had acted to improve. The practice created action plans in response to patient surveys and to audits undertaken relating to access. We were told how these changes were assessed to make sure patients were not disadvantaged and how the impact of the changes was being monitored. The leaders explained they provided opportunities and support for different groups of the patient population to overcome health inequalities including adjustments to the registration process and to how patients could communicate the practice. The practice is a designated Safe Surgery (following NHS guidance to help ensure everyone in their community can access healthcare they are entitled to). Feedback demonstrated people in vulnerable circumstances were easily able to register with the practice, including those with no fixed abode such as homeless people, asylum seekers and refugees and Travellers. The practice provides a specialised service for housebound patients to ensure they are not disadvantaged and receive timely, appropriate care. We heard about changes they had made including changes to staffing, appointment availability on days of the week identified as having access pressures, care navigation training for reception staff, digitalised phone system and information/education for patients on the appointment system. The practice promoted the use of their website and online consultation service to improve access and had available online booking of appointments as well as offering online consultations. However traditional methods of access were available to those who were not digitally proficient. We heard about ways that the practice was working with other local stakeholders to improve access to primary care, such as website improvement, education in digital services and call back telephone service. It was clear that improving access and patient experience was a priority.

In the 2023 National GP Patient Survey, the practice results for satisfaction with appointment times, satisfaction with ease of getting through to the practice by phone, the appointment offered and overall experience of making an appointment were around the national average, though the practice aims and priorities are to improve performance in all aspects of patient experience with access. Patient feedback gathered by the practice in the NHS Friends and Family Test (FFT) was positive. 41 patients completed the Friends and Family Test in November and December 2023. On average 92.5% said that their experience was good or very good (England average = 91%). Adaptations were made for those whose first language was not English and for patients who had information and communication needs related to a disability, impairment or sensory loss. The practice was accessible to patients with reduced mobility, limiting health conditions, mothers and babies and those who were hard of hearing. We found leaders had gathered feedback, responded to it and were continuously making improvements. They conducted internal satisfaction surveys and patient experience reports which are used to celebrate good practice and to make improvements.

Patients could book appointments by telephone, online, through an App. and in person by visiting the practice. Information regarding access was displayed in the practice and online. Appointments were available face to face, by telephone, online or as a home visit. Same day and pre bookable in advance appointments were available. Appointments were available on weekday evenings and at the weekend through an extended access arrangement with other local GP practices in the network. The practice had arrangements in place for prioritising patients. Staff were trained, competency checked and they were supported by documented protocols to book appointments with members of the practice clinical team or signpost patients to other appropriate services. The practice offered appointments from a variety of clinical staff for example doctors, physician associates, pharmacists, practice nurse, health care assistant, and a social prescriber. Information on how to access care out of normal GP hours was available on the telephone message system, online and at the practice. We saw evidence that the number of available clinician appointments offered each week was adjusted, suitable for the population need and met requirements of the GP contract. The practice demonstrated how feedback from patients was continually monitored. We were shown and told about feedback that was gathered, reviewed and acted upon. We saw audits undertaken and action plans in place and implemented. Initiatives had been implemented and monitored to improve access, such as increased staffing, patient education and staff training and competencies in care navigation.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.