Patient Matters

Issue 4  |  October 2022


We’re Continuing to Drive Improvements!

Dear Patients, As you may be aware, following a reinspection by the Care Quality Commission, our practice has been upgraded to a rating of Requires Improvement ...

This is a definite step in the right direction and inspectors said that we ‘had carried out a significant amount of work to improve the service’ and that leaders 'demonstrated that they had the capacity and skills, but further work was required to embed systems and processes to deliver high-quality sustainable care.' 

We are working hard to implement positive changes, and have put the following measures in place in order to respond to continuing high levels of patient demand: We have welcomed 10 new staff to our team over the past few months including three doctors and two nurses. We have also delivered over 10,000 online consultations through Doctrin since its introduction in March, which is an average of 56 consultations a day in addition to our telephone and face-to-face appointments.

A total of 91% of respondents say they were met with compassion when using Doctrin, 82% of users said they had sufficient information about their condition and 80% would recommend it. The success of Doctrin inevitably frees up capacity on the telephones for those who are unable to use the online route. 

We have recently welcomed a new full-time member to the patient services team and are continuing to recruit more colleagues. We have restructured the rota to ensure more staff are on the phones at times of peak demand. 

We regularly handle between 1,800 and 2,400 calls per week and over the past weeks the longest call waiting time has consistently reduced, from an hour to 37 minutes. Please be assured that we constantly monitor our workflow, staffing and systems and will continue to drive improvements as and when we are able.


Our New Chief Executive is in Post

The whole Lakeside Healthcare team has enjoyed welcoming our new Chief Executive, Jessica Bawden to the role ...

Jessica, who joined in early September, has been spending her first few weeks meeting staff, visiting practices and working with the newly structured Executive Team. We will be posting more details about Jessica, the team, and their vision and plans for Lakeside Healthcare Partnership on our website and social media channels in the near future.


Photo of Jessica


Stamford staff attend Covid Recognition conference

Stamford Staff attend Covid Recognition Conference

Staff from Lakeside Healthcare at Stamford were delighted to attend a ‘Recognition and Reflection’ conference which acknowledged the contribution made by healthcare professionals throughout the Covid-19 pandemic.



News from the Patient Participation Group

The Patient Participation Group acts as a critical friend to Stamford Lakeside, and is a conduit between patients and the practice.

Bill Proudlock

The new Chair of the PPG is Bill Proudlock: He said: 'We meet regularly to discuss issues which affect patients and liaise regularly with managers from the Practice in order to raise and understand any issues on behalf of patients.

We are looking to recruit more members of the PPG so, if you are interested, please come along to a drop-in session or


The Patient Participation Group's AGM will take place on:

Monday 17 October 2022 at 5 pm at Stamford Hospital Meeting Room.

It will ratify Committee Member appointments and approval of the PPG's Terms of Reference. All are welcome.


Dr Sara Hall

Dr Hall retires from Lakeside Stamford

We wish our colleague, Dr Sara Hall, all the very best on her retirement from Lakeside Stamford.



Lucy is Looking Forward to her New Social Prescribing Role

Congratulations to Lucy Lynch who is looking forward to her new role as a Social Prescriber, helping patients with physical, social and lifestyle issues.


Lucy Lynch


A Tribute to our Friend and Colleague, Dr Mitchell

We were all saddened to learn of the passing of our dear friend and colleague, Dr Rob Mitchell.

He was kind, compassionate and an excellent clinician and will be sorely missed by colleagues and patients alike. He joined our practice in 2015 and many benefited from his specialist skill in musculoskeletal medicine. 

He was generous with his time and a thoughtful teacher, passing on his expertise to colleagues and students. Outside medicine, he competed in the 1998 Winter Olympics in short-track speed skating. 

Rob had a constant positive frame of mind which was infectious, and a great sense of humour. He was a good friend and will be deeply missed.