The Lakes Medical Practice
Average! (27 reviews)
Average! (27 reviews)
Patient feedback reflects a mixed experience at the practice, with notable variation in service quality across different areas. Clinical care receives consistent praise, with patients commending skilled practitioners, professional expertise, and compassionate communication during appointments. However, significant concerns emerge around appointment access and booking experience. Multiple patients report difficulty reaching the practice by phone, with restricted calling windows, lengthy recorded messages, and limited availability of face-to-face appointments. Some patients describe the booking system as convoluted and frustrating to navigate.
Communication and follow-up present additional challenges. Several patients noted that concerns were not adequately heard during appointments, with limited follow-up contact about test results or ongoing treatment. Reception experience varies considerably, with some staff described as courteous and supportive, whilst others were perceived as dismissive or condescending. Procedural barriers also feature prominently, including restrictions on temporary patient registration and complex pathways for accessing services such as travel immunisations.
When patients do access care, the clinical team often demonstrates genuine concern and responsiveness. However, the practice's administrative systems and access restrictions appear to create unnecessary obstacles that undermine the quality of the overall service experience. The feedback suggests that whilst clinical expertise remains strong, improvements in appointment availability, communication channels, and procedural flexibility would significantly enhance patient satisfaction.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Patient feedback reflects a mixed experience at the practice, with notable variation in service quality across different areas. Clinical care receives consistent praise, with patients commending skilled practitioners, professional expertise, and compassionate communication during appointments. However, significant concerns emerge around appointment access and booking experience. Multiple patients report difficulty reaching the practice by phone, with restricted calling windows, lengthy recorded messages, and limited availability of face-to-face appointments. Some patients describe the booking system as convoluted and frustrating to navigate.
Communication and follow-up present additional challenges. Several patients noted that concerns were not adequately heard during appointments, with limited follow-up contact about test results or ongoing treatment. Reception experience varies considerably, with some staff described as courteous and supportive, whilst others were perceived as dismissive or condescending. Procedural barriers also feature prominently, including restrictions on temporary patient registration and complex pathways for accessing services such as travel immunisations.
When patients do access care, the clinical team often demonstrates genuine concern and responsiveness. However, the practice's administrative systems and access restrictions appear to create unnecessary obstacles that undermine the quality of the overall service experience. The feedback suggests that whilst clinical expertise remains strong, improvements in appointment availability, communication channels, and procedural flexibility would significantly enhance patient satisfaction.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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George S.
5 years ago
Excellent!
Felt genuinely listened to and well cared for
I have received excellent care and attention at this practice.
Anne T.
7 years ago
Bad!
Reception staff attitudes need improvement here
The quality of my experience at the practice varies depending on who I interact with. Some reception staff can come across as condescending, and I have found certain clinicians to be dismissive, which is why I prefer not to see them going forward.
Ken W.
7 years ago
Bad!
Reception turned us away without help
We are currently staying in temporary accommodation while transitioning between properties. We required a GP appointment and selected a local practice based on its reputation and convenient location. Upon contacting the reception team, we were informed that they were unable to assist us and were directed to seek care elsewhere. We were suggested to visit a neighbouring practice instead. We subsequently attended that alternative practice, where the staff demonstrated considerable helpfulness in completing our registration and arranging an appointment for us.
Tibi B.
7 years ago
Bad!
Booking system needs more time for explanations
I have had a few occasions where I felt the experience could have been better. Communication seemed challenging, and I felt that more time might have been needed to fully explain my concerns and ensure they were properly understood. Following my visit, I expected to receive something from the pharmacy but never received a call or follow-up about it, which left me uncertain about next steps. I found myself turning to online resources to try to understand my situation better, as I felt something was lacking in the overall experience. I'm not sure if this is the standard approach, but I sensed that certain elements—perhaps attentiveness or a sense of genuine concern—were missing from my care.
Kaz B.
7 years ago
Excellent!
Consistently exceptional care and genuine listening
The care I have received during each of my visits has been outstanding. My most recent appointment was particularly excellent. I am very grateful to the team at the practice in Penrith.
Andrew F.
7 years ago
Excellent!
Rapid assessment during urgent cardiac situation
I would like to express my gratitude for the excellent service provided by the team at the Lakes Practice. I am particularly appreciative of the prompt and skilled assessment I received from a member of the medical staff during a recent health emergency. Their care and attention made a significant difference to my experience, and I am very grateful for their support.
Kay D.
9 years ago
Excellent!
Friendly staff who keep appointments on time
I have been a patient at this practice for quite some time and I find them to be excellent. The team members are approachable and well-organised, which applies to both the clinical staff I have consulted and the reception team. Appointments generally run on schedule, meaning there is minimal waiting time, and the practitioners demonstrate genuine concern for their patients' wellbeing. I am satisfied with my choice to remain with this practice and would particularly commend the care I have received from the clinical staff.