The Lakes Medical Practice

Felt well informed and supported throughout my visit

I would like to extend my genuine appreciation to the foot care specialists team for their professionalism and the outstanding care I received during my minor foot procedure. Throughout my time with you, I felt thoroughly informed, supported and confident in your expertise. Your clear communication, attentiveness and compassionate approach made the entire experience considerably more comfortable. We should continue to value the NHS and the committed staff members who dedicate themselves to this service, and my experience with your team exemplifies this perfectly. Thank you for the exceptional care you provided both before and after the procedure.

Didn't listen and no follow-up provided

I felt that my concerns were not adequately heard during my appointment, and I was disappointed that no further contact was made despite my ongoing symptoms.

Helpful practice that actually listens

I genuinely considered warning others away from this practice, but I couldn't do that in good conscience knowing it wouldn't be truthful. The care I've received has been excellent across the board, and the staff have been genuinely supportive. I feel very fortunate to have access to these healthcare professionals as my regular doctors.

Couldn't get through on the phone

Quite disappointing.

Phone booking system creates unnecessary barriers

Used to be excellent. The clinical staff remain skilled, but the practice itself has become overly procedural, unhelpful and appears indifferent to patient needs. Phone access is severely restricted (you must call at specific times and navigate through menu options) and only after enduring lengthy unhelpful recorded messages. The website is unreliable—it has displayed incorrect information stating the surgery is closed when it was actually open due to outdated postings. My son had been registered with them for several years. While home from university, he experienced chest discomfort and we requested an appointment. I was instructed to register him as a temporary patient and completed the necessary paperwork. The application was rejected. During my own appointment, I raised his situation with the clinician and was advised to resubmit. The request was declined again, and despite explaining his temporary status as a university student, I was told he should contact his usual GP instead. They decline to provide travel immunisations (including those available free through the NHS due to public health importance) unless you first pay approximately £20 per person for a consultation at a pharmacy of your choice—which contradicts the purpose of free provision, namely to encourage uptake. The pharmacy will not see you until you have obtained your immunisation history from the GP. The pharmacy then reviews the same publicly available information you have already checked and advises which injections are recommended (both routine and optional). You must obtain this guidance in writing before the nurse will agree to administer the "free" NHS immunisations. You must then locate a pharmacy with available pharmacist appointments (options are limited locally, and when I contacted one major chain, I learned their pharmacist had departed, leaving only Wednesday afternoon cover with a month-long waiting list). Overall, considerable inconvenience, time and expense wasted for everyone involved. I recognise that an ageing population creates rising demand, but this is not a recent issue: forward planning, rather than restricting access to care, is the appropriate solution. Where has practical thinking gone?

Helpful staff made the appointment easy

Outstanding healthcare service provided at this practice. The administrative team, nursing staff, and clinicians all deserve considerable appreciation for their excellent work.

Efficient appointments and proactive follow-ups here

Since relocating from another region, our experience at this practice has been absolutely first class. Appointments are efficient and timely, with proactive follow-up care.

Easy to book appointments by phone or text

It's consistently straightforward to arrange an appointment through either a phone call or text message, with the option for an in-person visit when necessary. Given that my family member has ongoing health concerns requiring regular care, the team has consistently demonstrated helpfulness, friendliness, and a supportive approach throughout our interactions.

Reception staff could be more helpful

The practice has some strengths, though there are a few members of the medical team whose approach I found somewhat dismissive.

Frustrating barriers to accessing test results

It is frustrating to be unable to have a conversation with the practice about test outcomes. When attempting to contact them by phone, patients are directed toward the online portal instead. However, this portal has limited availability and cannot be accessed at all times. The restriction on when online requests can be submitted is puzzling. Given that genuine emergencies represent only a small proportion of the practice's workload, it seems reasonable to expect that administrative requests could be handled through a system available around the clock.

Refused temporary registration without explanation

Absolutely disappointing. We attempted to arrange temporary registration with this practice, but they appeared unfamiliar with the process and ultimately declined our request. It is concerning to think what might happen if someone in the local area required urgent medical support from this surgery.

Long phone queues before getting through

Ring the practice Switch on the kettle Brew a hot drink Have it with some biscuits Pour another cup Sit through the recorded message as it goes on and on... Eventually get through to speak with someone - assuming you manage to reach them.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice. Even when you manage to get through, you are unable to see a clinician in person and are instead told you will receive a callback, which does not materialise. It feels as though extraordinary circumstances would be required to obtain a face-to-face appointment.

Caring staff but appointments aren't easy to get

Securing an appointment can occasionally be challenging, but the clinical staff members are wonderful and clearly prioritise patient wellbeing. On occasion, they may err on the side of caution.

Staff were helpful across phone and appointments

I have consistently found the entire team to be welcoming and supportive. Whether attending appointments over the phone or visiting in person, the clinical staff have provided excellent care and assistance.

Struggling to reach the surgery despite good care

I have been fortunate on a couple of occasions when the clinician I was seeing demonstrated exceptional dedication and went well above expectations. The clinical staff members are also very competent and committed to their work. The administrative team are excellent. My elderly relatives and my younger children have similarly received very good care. Where I find difficulties is in being able to reach someone to access the necessary care or to continue with ongoing treatment arrangements. The appointment and contact system feels unnecessarily convoluted and cumbersome to navigate. I recognise the challenges facing the NHS and the impact of limited resources which create additional strain, but it does seem as though accessing care could be made less complicated. I consistently find the process of contacting the practice to be frustrating and challenging.

Felt unheard and dismissed by reception

I had concerns about the safety and quality of care at this practice. I would advise caution before attending.

Easy to reach by phone and online

I must respectfully disagree with certain other reviews posted here. In my experience, getting an appointment has been straightforward, provided you are willing to use telephone consultations. The digital system for ordering repeat medications works well, and everyone I have dealt with has been courteous and supportive.

Reception staff dismissive of patient concerns

This practice has not met my expectations for medical care in the local area. I felt the focus was on efficiency rather than patient care. The clinical staff came across as dismissive and unhelpful. They seemed quick to attribute my concerns to stress or worry rather than investigating further. I believe professionalism should be demonstrated through actions and genuine engagement, not simply through manner of speaking.

Hard to reach GP during the pandemic

I have been a patient at this practice since 2018. Over a couple of years, I experienced a nasal infection which subsequently led to a throat issue. I was prescribed antibiotics through emergency treatment services for an oral fungal infection affecting my mouth. I was hoping to receive my first COVID-19 vaccination in July 2021, though accessing GP services during the pandemic proved challenging. Regarding my nasal infection, staff at the emergency treatment centre seemed dismissive of the condition. I eventually found my own supplier and obtained medication that proved effective, which contrasts with my experience at this practice. Given my annual National Insurance contributions, I feel disappointed with the care received, as I believe I have received inaccurate diagnoses and unsuitable treatments from the GP practice.