Practice Charter

Statement of Purpose for Lakeside Healthcare at the New Queen Street and Stanground Surgeries

The healthcare team at Lakeside Healthcare at New Queen Street and Stanground Surgeries work hard with our patients, their carers and other local providers of health and social care, to empower our registered population to live healthy and happy lives.
The practice team acts as our patients' advocate, enhancing their ability to prevent ill health through well informed lifestyle choices.
When acutely unwell we guide them to appropriate care and support within the practice, wider community and acute hospital.
For those with long term conditions we provide support, education and guidance, to allow them to achieve maximum function, whilst maintaining control of their condition.
Working in our community, with our community, for our community.

Practice Charter Introduction

All members of the surgery Primary Care Team are dedicated to a quality policy to achieve health services which meet the patient's requirements.

All new patients will receive a copy of our practice leaflet and copies
will be displayed at the reception desk.

Surgery Premises

Our surgery building will be welcoming, easy for patients to find their
way around and appropriate to the needs of users, including the disabled.

Changes to Procedures

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of:

  • waiting room notice board
  • individual leaflets or
  • giving as much notice as practicable.


Urgent referrals to other health and social care agencies will be made
within one working day of the patient consultation.

When you ask a GP to refer you, you be offered a choice of provider.

We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.

Test Results

When a doctor or nurse arranges for a test to be taken the patient
will be informed how to obtain the result.

The type of test done will dictate how long your result takes to come back to us. The person who takes the test can normally advise you how long your test result will take to come back.

Patient Information Notice - Test Results

Please note that we will only contact you to tell you about your test results for one of the following reasons:

  1. The test needs to be repeated again for some
  2. You need to start or change treatment as a
    result of the test result
  3. There is a problem with the result that we
    need to talk to you about so you need to see the doctor

If your test result is normal – we will not contact you – this is because we undertake hundreds of tests each week.

You can telephone us if you want to speak to us about your test result, however it is best not to try and do this first thing in the morning as the telephone lines are always very busy with appointment bookings at this time of day.

Transfer of Medical Records

The Practice will endeavour to dispatch any medical record required
by the Health Authority within seven working days and same day if
the request is urgent.

Privacy and Confidentiality

We will respect our patients' privacy, dignity and confidentiality at all

Please view our documents

Subject Access Request Policy

GP Practice Data Protection Policy

GP Practice Privacy Poster

Patient Information Leaflet - Confidentiality and your records

Breast Feeding Privacy

The practice supports breast feeding mothers. Please ask at reception if you require a private room for this purpose.

Appointments - Our Commitment

With a Doctor: For medically urgent requests, we will offer an
appointment on the same day.

For routine appointments we try to offer the same day, but may be next day in exceptionably busy times.

With a Practice Nurse: For routine appointments we will try to
offer an appointment within five working days, however this is not
always possible; especially for blood test requests at busy times.

If there is a delay in the appointment wait (when you arrive) of more
than 20 minutes we will let you know.

We are happy to update you on any delay situation if you feel that
you have been waiting too long.

Home Visits

We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors.

The decision to home visit will be at the doctors’ discretion.

Out of Hours

Night Time Cover?

If you have a minor injury like mild burns, sports injuries, a sore throat or eye problems when we are closed,  then you can go to the MIIU at:

City Care Centre,

Thorpe Road,



From 8 am to 8 pm every day.

The telephone number is:- 01733 293800
EMERGENCIES/NHS 111  - Phone 204611 Day or Night
Emergencies at night, weekends and on Bank
Holidays will be transferred to the NHS 111
Service at:

The City Care Centre,

Thorpe Road,


PE3 6DB.

A doctor is always available outside of surgery hours in the event of an Emergency. You will be transferred through automatically to fully trained call advisers who will take your call and give you the healthcare advise you need or direct you to the most appropriate local service.  They will need your name, address, contact details, age and problem details.

Waiting Times

  • Surgeries will normally start on time.
  • We expect patients to be seen within thirty minutes of their
    appointment time, and in the event of a delay we will offer an
  • When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.