Practice Policies and Procedures

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

The healthcare team 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.

Named accountable GP for all Patients

All patients registered with this practice are required to have a named GP who is in charge of their care. This does not affect which Dr you see on a day to day basis. If you have a strong preference for which GP you are registered with please let us know and we will try to accommodate your request. If you need to know which GP you have been registered with, please contact us.

Care Quality Commission

The CQC are the Care Quality Commission (CQC), the independent regulator of health and adult social care services in England.  They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and they encourage care services to improve.

They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and they publish what they find, including performance ratings to help people choose care.

They also protect the  interests of vulnerable people, including those whose rights are restricted under the Mental Health Act.

They put the views, experiences, health and wellbeing of people who use services at the centre of our work, and they have a range of powers they can use to take action if people are getting poor care.

Visit the CQC Website

Or you can write to them at:

Care Quality Commission
Citygate, Gallowgate
Newcastle upon Tyne
Telephone - 03000 616161

How to register as a Patient

First bring along your old medical card to the Surgery.  Do not worry if you cannot find it as the Health Authority  will send you a new one once you have registered  with us.

You will be given a Registration Form (GMS1) to complete.  Please ask a receptionist if you need  assistance.  You will be given a Practice Leaflet which tells you about us and gives telephone numbers, opening times etc.  You will also be asked to complete a Health Questionnaire.

The Receptionist will then book you an appointment with our Health Care Assistant for a New Patient Health Check.  You will be given a urine sample bottle and asked to bring a fresh urine sample for the appointment.

Please tell us about any regular medication you take.  It is very helpful if you bring in a Repeat Prescription print-out from your previous Surgery.  You will need to see one of the GPs before any repeat prescriptions can be issued, so we will try to book you an appointment with a GP after seeing the Health Care Assistant.

Once the registration process is complete, we can apply to your old Surgery for the medical records.

Please note that when registering as a patient you will need to bring proof of address.

Out of Area Registrations

New arrangements introduced from January 2015 give people greater choice when choosing a GP practice. Patients may approach any GP practice, even if they live outside the practice area, to see if they will be accepted on to the patient list.

The new arrangements mean the practice now has the option to register patients who live outside the practice area, but without any obligation to provide home visit

Privacy and Confidentiality

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

Please view our documents below

Subject Access Request Policy

GP Practice Privacy Poster

Subject Access Leaflet

GP Practice Privacy Document

Breast Feeding Privacy

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

Patient Feedback

The Practice undertakes a Patient Questionnaire each year to gather feedback on the service we provide.  You may be asked to complete a questionnaire to help us with this.

The Practice tries to use the patient questonnaire results to shape changes and future services.

Complaints Procedure

We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.

If you have a concern or complaint about the service you have received from either the doctors or a member of staff; then please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS.

More  . . . .

Abusive or Threatening Behaviour

We expect you to be respectful towards all our Staff at all times.  Abusive or threatening language, or behaviour will not be tolerated under any circumstances. 

Our staff have instructions to call the Police immediately if they feel
threatened or intimidated in any way.  Any such incident will result in your immediate removal from our registered list and you will be transferred onto the violet patients scheme.

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.


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

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

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.

Enhanced Data Sharing Model

Your health record and sharing of information

Your health record includes your medical history, details about your medication and any allergies you may have. You can now choose whether to share these full medical details.


Choices Form

Computers and Data Protection

The practice is fully computerised, the Doctors and Nurses use the computers to record Clinical data.

Practice Staff use the computer to prepare prescriptions, arrange appointments, book transport,  recall patients etc.  All patient details are treated in strictest confidence.

Data Collection

The staff at this practice record information about you and your health so that you can receive the right care and treatment.

We need to record this information, together with the details of the care you receive, so that it is available each time we see you.

To find out more about Data Collection please download the document below:

Information on Non-NHS Charges

The NHS provides most health services to people free of charge, but there are some exceptions. Prescription charges have existed since 1951. Sometimes a charge is made because the service is not covered by the NHS; for example Medical Reports for Insurance Companies.

Clinical Commissioning Group

The Greater Peterborough Local Commissioning Group (LCG) serves a population of over quarter of a million people divided between 29 GP practices. It was formed with the merging of Borderline and Peterborough LCG’s in April 2016.  The LCG is one of six Local Commissioning Groups within Cambridgeshire and Peterborough Clinical commissioning Group. Please visit their website for further information.

Statement of Intent

New contractual requirements came into force from 1 April 2014 requiring GP Practices to make available a statement of intent in relation to the following IT developments:

  • Summary Care Record (SCR)
  • GP to GP Record Transfers
  • Patient Online Access to Their GP Record
  • Data for commissioning and other secondary care purposes

The same contractual obligations require that we have a statement of intent regarding these developments in place and publicized by 30 September 2014.


NHS England requires all practices to enable successful automated uploads of any changes to a patient's summary information, at least on a daily basis, to the summary care record (SCR) or have published plans in place to achieve this by 31 March 2015. This practice implemented a system for providing SCRs for patients in June 2014. As part of this implementation, the practice provides an automated upload of any changes to a patient's summary information, at least once every working day.

The SCR contains information about medications, allergies and adverse reactions and is uploaded to the central NHS systems on the basis of implied patient consent. The SCR will only be viewed in emergency or urgent care settings with the explicit consent of the patient unless the patient is unable to give their consent (for example, if they are unconscious).


NHS England requires all practices to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers or de-registers (not for temporary registration). This practice has implemented the GP2GP facility for the transfer of patient records between practices, which will speed up the transfer of patient information when a patient registers with a new practice.


NHS England requires all practices to promote and offer the facility to enable patients online access to appointments, repeat prescriptions, allergies and adverse reactions, or have published plans in place to achieve this by 31 March 2015.

We currently offer the facility to book and cancel appointments, and also the ordering of repeat prescriptions on-line. However, we do not currently allow you to view summary information from your record, ie, medications, allergies, adverse reactions and any additional information agreed between the GP and patient. This facility will be available by 31 March 2015, or as soon as we are satisfied that our clinical system provider offers a suitable method of enabling patients to access this information.

If you do not already have a user name and password for our online facilities, please let us have proof of your identity and we will issue you with your registration details. You will also need these registration details to view your patient record online when the service becomes available.


It is already a requirement of the Health and Social Care Act that practices meet the reasonable data requirements of commissioners and other health and social care organisations through appropriate and safe data sharing for secondary uses, as specified in the technical specification for care data. We have specific arrangements in place to allow patients to "opt out" of care. data - please refer to separate information about care. data on our website

We confirm these arrangements are in place and that we undertake annual training/audits to ensure that our data is handled securely.

Download our statement of intent.

Mean GP Net Earnings

All GP practices are required to declare the mean earnings (average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in The New Queen Street Surgery in the last financial year ended 30th September 2017 and was £68,129 before tax and national insurance. This is for 5 full time GPs, 2 part time GPs, 5 salaried GPs all of whom worked in the practice for more than six months.