Lakeside Healthcare at Stamford boss thanks staff for doing 'great job', but says GP 'must improve'
Lakeside Healthcare CEO Jessica Bawden says call waiting times have reduced since January 2023, and more positive changes are on the way
The Chief Executive of Lakeside Healthcare at Stamford, which has come under patient scrutiny in recent years, said staff should be "commended" for their work over the past 12 months but the practice still "has to improve".
CEO Jessica Bawden made the comments at Stamford Patient Participation Group's (PPG) annual general meeting at Stamford Town Hall on Monday evening (15th January), which was attended by more than 50 patients and carers.
In 2022, our Crisis At The Clinic investigation found the number of patients at Lakeside Healthcare at Stamford fell by almost 2,500 in two years - with patients citing problems with getting appointments among concerns.
After her appointment in September that year, Ms Bawden made a commitment that Lakeside, Stamford's only GP Provider, would be more engaged with patients.
'Communication with the practice is 100% better than it was.'
Chair of the PPG Julie Clarke, who announced at the meeting that she was stepping down from the role, said Lakeside "has listened":
'Communication with the practice is 100% better than it was.'
'Access to appointments has always been our number one concern; Lakeside are taking the steps to fix that.'
She added: 'It is my wish as I stand down that Lakeside continue to engage with the patients, but also that patients engage with the PPG.'
Improvements still needed
Addressing the meeting, Ms Bawden said 'we've still got some way to go but I want to commend the team that have done such a great job in the past year.'
Lakeside Healthcare at Stamford was brought out of special measures by the Care Quality Commission (CQC) in January 2023, and rated as 'requiring improvement' - up from 'inadequate'.
Since then, more staff have been recruited and the average call waiting times have reduced, while a new digital consultation system is on the way as well as a revamp of the website.
New partner GPs, nursing members and dispensary staff are among those who've been brought in.
On ANIMA, the new digital consultation system, Ms Bawden said: 'It's more user friendly than Doctrine. We think it's a better platform and are pleased to be introducing it. About 170 practices have it, so it is tried and tested. We're looking forward to introducing that at the end of January.'
'We are revamping our website, which is old and clunky. It will probably be finished in February.'
At Lakeside at Stamford, average call time waiting for an appointment in January 2023 was over 23 minutes, for a total of 9.9k calls.
In November 2023, it was under 17 minutes for a total of 10.8k calls.
During the Q&A on Monday night (15th January) there was still concern from patients around the time it takes to get an appointment confirmed over the phone.
Ms Bawden said Lakeside would 'keep working on that...'
'...We have more GPs as well. Each member of staff that comes in makes it easier. It is a national issue, but we do recognise it. People need to have the confidence that they can phone.'
South Kesteven District Council leader Richard Cleaver raised concerns about Lakeside's dwindling lease of St Mary's Surgery, and asked what the intention was after it ended.
Ms Bawden said: 'We are not about to get rid of the surgery.'