The Hereward Practice responds to feedback from patient surveys 2026 

 

Thanks for taking part!

We’d like to thank the patients who completed our recent survey with nearly 500 people taking the time to respond.

We have also looked at the latest national GP Patient Survey which had similar questions and 100 responses.  Our survey showed that patient sentiment is positive and there have been improvements in areas, such as phone waiting times.  

Since changing the way we triage cases, we have had increased appointment capacity, more on the day contact and greater patient satisfaction, as seen in the surveys, and feedback, including Google reviews. 

From June 2024 to June 2025, we dealt with 26,492 Anima cases and 153,804 appointments.

Over the same period from 2025 to 2026 (after introducing Total Triage) we handled 38,262 Anima cases (up 44.43%) and 173,986 appointments (up 13.12%) on the previous year.

Our patient survey (which took place in April and May) showed

  • 76% of patients were offered an appointment
  • 60% of patients were offered face to face appointments  
  • An increase in patients being happy with our staff and satisfied with the service received.
  • Our results in six key areas are overwhelmingly positive

Our survey 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 our staff were friendly and caring, they received fast responses and had high quality clinical care.

In the GP Patient Survey

  • There were rises in 8 measures, including 98% of patients saying their needs were met
  • 96% said they had confidence and trust in the healthcare professional they dealt with
  • 86% had a good overall experience of our practice
  • We exceeded both ICB and national averages in 11 categories.

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 patient communication around messaging, test results and follow ups

Lead GP, Dr Tom Ashley-Norman said: ‘Both the Lakeside and National GP Surveys provide valuable feedback, and we would like to thank everyone who took part. We read every comment, which gives us clear insight into where we need to improve. It is great news for our hardworking team that 86% of respondents had a good experience of our practice in the GP survey and 78% rated us as good or very good in our own patient survey. We are pleased with these results and will continue to improve where we can.’

See the GP Patient Survey results

Published: Jul 10, 2026