Lakeside Medical Practice

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection, we rated this key question as outstanding. At this assessment, the rating has changed to good. At this inspection we found that some of those areas previously regarded as outstanding practice were now embedded throughout the majority of GP practices. While the provider had maintained this good practice, the threshold to achieve an outstanding rating had not been reached. The practice is therefore now rated good for providing caring services.

Patients were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Patients had choice in their care and treatment. The service supported staff wellbeing.

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.

National GP Patient Survey data showed that patients felt they were treated with kindness, compassion and dignity. The results of data collected between January and March 2025 showed satisfaction in line with national averages when patients were asked; whether during their last appointment the healthcare professional was very good or fairly good at listening to them (91.7%, national average 86.9%); whether the healthcare professional was very good or fairly good at treating them with care and concern (88.2%, national average 85.6%); whether they had confidence and trust in the healthcare professional they saw or spoke to (90.7%, national average 92.5%) and whether their overall experience of their GP practice was positive (78.2%, national average 75.4%).

The service treated patients as individuals and made sure patients’ care, support and treatment met individual needs and preferences. They took account of patients’ strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Patient communication needs were met to enable them to be fully involved in their care.

The results of the National GP Patient Survey 2025 showed patients were satisfied with their involvement in decisions about their care and treatment (93.7% of patients surveyed responded positively, compared to the national average of 91.2%)

Patients shared examples of where the practice had made adjustments to accommodate the needs and preferences of autistic people.

The service promoted patients’ independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services. The practice had recently held an open day aimed at sharing information on local support available for young carers.

The service listened to and understood patients’ needs, views and wishes. Staff responded to patients’ needs in the moment and acted to minimise any discomfort, concern or distress. Clinicians triaged requests for appointments to ensure patients received the right care at the right time. Appointment requests could be made throughout the day so that patients could access care when they needed to. Appointments were assigned to 1 of 3 categories depending on the urgency of the request. This meant that patients were seen on the same day, within 48 hours or within 2 weeks, depending on clinical need. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams. Clinical and non-clinical staff had completed sepsis awareness training.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us leaders valued them. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. We saw team events were established within the practice, for example staff members were encouraged to go for a walk together over their lunch break. Debriefing sessions were held for staff following distressing incidents impacting the local community. Staff told us they felt comfortable sharing details of their personal circumstances with practice leaders, such as health conditions or caring responsibilities, and were offered support if and when required.