Lakenheath Surgery

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 looked for evidence the service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

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.

The service made sure people could access the care, support and treatment they needed when they needed it. People could access the service in a way that suited their needs, such as by telephone, in person or online. Arrangements were in place for people who were housebound to be seen by a clinician. This included for example, urgent appointments and long-term condition reviews. Telephone appointments with a GP were available until 7.30pm every weekday.

People’s views were mixed regarding access to appointments in the previous 12 months and although recent feedback remained mixed, it showed improved satisfaction. Results from the 2025 National GP Patient Survey showed the service performed in line with national averages for access indicators. For example, 50.7% of respondents reported it was easy to contact the service by phone, compared with a national average of 52.9%. 2026 data showed this had increased to 54% compared to a national average of 57%.

Service leaders routinely monitored and reviewed appointment data to ensure efficient use of available appointments. In response to feedback from people who used the service, changes had been made to improve access. For example, they had strengthened capacity by recruiting an additional GP.

The premises were accessible, with treatment rooms located on the ground floor with access for people who use a wheelchair. Interpreter services were available for people whose first language was not English, and for people with a hearing impairment. A hearing loop was also available.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment in response to this.

Staff treated people equally and without discrimination. Leaders proactively sought ways to address barriers to improving people’s experiences. For example, they were currently refurbishing their building to provide a second treatment room which was nearer the waiting area, to make it easier for people with mobility needs to access.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as, Travellers, homeless people, asylum seekers, refugees, and other migrants. Staff used systems to capture and review feedback from people who used the service, which included those who did not have access to the internet. This was reflected inthe feedback shared from people who used the service. For example, the service had purchased a specialist couch and seating.

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.