Patient Surveys

The Hereward Practice responds to feedback from patient surveys

We’d like to thank more than 500 patients who took the time to complete our recent survey.

We have also looked at the latest national GP Survey which had similar questions and which had 116 responses. Our patient survey showed an improvement on all measures, for two consecutive years and, we are continuing to build on this momentum.

The national GP patient survey also showed upward trends in key areas, including good overall experience, both with the practice and when contacting us.

Over the past few months we have implemented a Total Triage system meaning that all cases are submitted through Anima. If patients do not have online access our team can do it on their behalf. Our receptionists are no longer having to ask patients to call back the following day unless the platform has reached capacity.

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 consistently, until we reach capacity, from 7.30am to 11.00am and 1.30pm to 4.30pm on weekdays so patients can submit a request at the most convenient time
• Call waiting times have fallen as the number of telephone calls has reduced
• Once triaged, patients can book their own appointment time with a doctor of their choice
• There has been a substantial reduction in the 8am rush as our patients have realised the early pressure to get an appointment has been alleviated

Our patient survey results this year showed:

• 78% of respondents were offered an appointment (up 2% from last year)
• 77% said that their overall experience of our service was good or very good (up 4%)
• 78% said they found it easy to contact us (up 6%)
• Call waiting times have reduced with 76% of calls being answered in under 10 minutes.

Patients were more satisfied than in previous years in seven key areas including being able to access our practice (up 20 points) being happy with their appointment and likely to recommend our practice (both up 17 points).

Our national GP patient survey results this year showed:

• 85% of patients had a good overall experience of our practice (up 6%)
• 78% said they had a good overall experience of contacting us (up 5% and above national and ICS figures)
• 62% said it was easy to contact us by phone (up 9% and above national and ICS figures)
• 99% of people knew what the next steps would be within two days of contacting us (up 1% and above national and ICS figures)

The surveys also highlighted general areas of concern around access and continuity of care which we want to continue to address.

Lead GP, Dr Tom Ashley-Norman said: ‘Both the Lakeside and National GP Surveys give us valuable feedback and statistics so thank you to everyone who took part. We are pleased that patient satisfaction has increased for two consecutive years.

‘We have introduced accountless access to Anima, our online platform, which makes it easier for registered patients to get in touch, and we look forward to further developments with the NHS App and what it should mean for patient access. We have read the hundreds of comments that patients have taken the time to submit and continue to work closely with our Patient Participation Group.’

Published: Jul 15, 2025