At The Lakes Medical Practice, we are here to support your health and wellbeing.
This page explains what you can expect from us and how you can help us, so we can work together to make sure you receive the right care, at the right time.
This information is based on NHS England guidance about how general practice works.
How to contact us
You can contact the practice in the way that works best for you:
- By telephone
- In person at reception
- Online via our website or the NHS App
During our core opening hours (8.00am – 6.30pm, Monday to Friday), we will respond to your request and let you know what will happen next.
This could be:
- An appointment (face-to-face or by phone)
- Advice by text or message
- Referral to another appropriate NHS service, such as a pharmacist
We will consider your request based on clinical need, not just who contacts us first.
When we are closed
If you need urgent medical help when the practice is closed and cannot wait until we reopen:
- Visit 111.nhs.uk or call 111
- If it is a serious or life‑threatening emergency, call 999 or attend A&E immediately.
Appointments and who you may see
You may be offered an appointment with:
- A GP
- A nurse
- A pharmacist or another trained member of our team
Seeing the right person helps us make best use of appointments and ensures you get the most appropriate care.
You can ask to see a preferred clinician, and we will try to accommodate this where possible, although it may mean waiting longer for an appointment.
Young people and confidentiality
If you are 16 or over, you can make and attend appointments on your own.
If you are under 16, you can still request to see a GP independently; the clinician will decide whether this is appropriate.
Everything you discuss with us is confidential, within safeguarding and legal requirements.
If you need extra support
Please let us know if you need:
- An interpreter or information in another language
- Reasonable adjustments, such as longer appointments, wheelchair access or a quiet space
- Support from a carer or advocate
- We will do our best to support your needs and make our services accessible.
How you can help us
You can help your practice by:
- Giving us accurate information about your symptoms
- Attending appointments on time
- Cancelling appointments you no longer need as early as possible
- Treating staff and other patients with respect
- This helps us offer fair access and reduce wasted appointments.
Feedback, concerns and complaints
We welcome feedback, as it helps us learn and improve our services.
Please contact the practice first if you have a concern
If needed, concerns may be managed through our complaints process
You can also give feedback through organisations such as Healthwatch or the NHS
All feedback is taken seriously and handled in line with NHS guidance.
Find out more
You can read the full NHS England guidance here: