Lakeside Surgery would like to wish all our patients a Happy Christmas and a Happy and Healthy New Year.
Christmas and New Year Opening Times
Lakeside Surgery will close at 6:30pm on Christmas Eve and reopen on Friday 27th December at 8:00am. Grappenhall Surgery will close at 6:30pm on Monday 23rd December and reopen on Monday 30th December at 8:00am. All telephone calls will be answered at Lakeside. Prescription requests posted through the door will be collected from Grappenhall and processed at Lakeside.
Between Monday 23rd December and Monday 6th January 2025 we will only be dealing with urgent medical problems which cannot wait.
When the surgery is closed, if you have an urgent medical problem that cannot wait, please call 111 or go online to 111online. For medical emergencies please call 999.
The following pharmacies are open over the Christmas and New Year period.
Allied Pharmacy 52 Earl Street Orford WA2 7PW - will be open 10am to 4pm Christmas Day, Boxing Day and New Years Day.
Well Pharmacy The Baths Health and Wellbeing Centre WA1 1UG will be open 10am to 4pm Christmas Day and Boxing Day.
eConsult during the festive period.
eConsult will be availabe on Friday 20th December from 6pm to 6:30pm, you will receive a response to your eConsult from Monday 23rd December. eConsult will be not be available from Monday 23rd December until Friday 3rd January when it will be switched on at 6pm until 6:30pm. If you have an urgent medical problem over the festive period, please contact the surgery when we are open or 111 when we are closed.
Changes to eConsult
We have listened to feedback from our patients and have made some changes which we hope will make it easier to contact us via eConsult.
From Monday 25th November 2024, we will have increased capacity. We have also changed the time econsults are available as our patients have told us 8am, does not work for them. Econsults will be available from 6pm Monday to Friday for administrative and non-urgent medical problems, which will be dealt with the following day by the GP.
For urgent medical problems please call the surgery and speak to one of our patient advisors who will take a brief history of the problem so that the doctor can triage your request appropriately.
We appreciate that these changes may not suit all our patients, but we are doing our best to deal with the current and unprecedented demands on the NHS.
We are aware of the long wait getting through on the phone, this is not because we are not answer the phone, it is because of the demand but our staff are working extremely hard to answer all calls as quickly as possible, whilst still allowing each patient the time their call needs.
We thank all our patients for their feedback.
Friends and Family Test
Please consider completing a Friends and Family test, this will help us to understand what we are doing right and where we can make improvements. Please use on the banner above. Thank you.
Important Notice
We apologise for the delays patients are experiencing getting through on the telephone, there has been a huge increase in demand which is ongoing. Our patient advisors are doing their best to deal with all calls quickly to free up the lines and take more calls but they need to give each patient the care and attention they require. When you come into the surgery, you will not hear the phones ringing, this is because our staff where headphones to answer the calls. If you come into the surgery and cannot hear the phones ringing, it is because our reception team wear headphones.
We understand that it is frustrating when there are delays getting through and when you can't get the appointment you want but it is never ok to take this frustration out on our staff. They are doing a really tough job in difficult circumstances. Please consider the feelings of the person you are speaking to before taking your frustration out on them. We have a ZERO Tolerance Policy for any abuse towards any member of our team.
Thank you for your patience and understanding and thank you to the majority of our patients who treat our staff with respect and kindness.