Waterloo House Surgery, Millom: patient reviews and CQC rating
Waterloo House Surgery is a GP practice in Millom with 7,886 registered patients (September 2026). In the 2026 GP Patient Survey, 86% of its patients described their overall experience as good, above the England figure of 77% (Lancashire and South Cumbria: 78%). It has 4.5 full-time-equivalent qualified GPs, or 1,740 patients per GP.
Latest data: September 2026. Patient survey 2026; registered patients September 2026; appointments to August 2026.
What patients say about Waterloo House Surgery
Its best result against England is the share who found it easy to get through to the practice by phone: 72%, above the England figure of 57%. Its weakest is the share who found it easy to contact the practice through its website: 46%, against 58% across England. Of the 11 results in the table, 8 are above England and 0 below by more than the survey's margin of error, and 3 within it.
72% found it easy to get through by phone (England: 57%). The overall experience result is 1 point lower than in 2025 (87%). 159 patients answered the survey (response rate 25%).
| Survey question | Waterloo House Surgery | Lancashire and South Cumbria | England |
|---|---|---|---|
| Overall experience good | 86% | 78% | 77% |
| Easy to contact by phone | 72% | 61% | 57% |
| Easy to contact via the website | 46% | 55% | 58% |
| Easy to contact via the NHS App | 66% | 57% | 54% |
| Reception team helpful | 91% | 86% | 85% |
| Last contact good | 79% | 74% | 73% |
| Wait for appointment about right | 81% | 70% | 69% |
| Listened to well | 96% | 88% | 87% |
| Treated with care and concern | 94% | 87% | 86% |
| Confidence and trust in the clinician | 97% | 93% | 93% |
| Needs met | 98% | 91% | 90% |
In the Friends and Family Test for July 2026, 96% of 255 responses rated the practice good or very good (England: 92%).
7,886 patients were registered at Waterloo House Surgery in September 2026, down 0.7% on a year earlier (England: down 1.1%).
28% of its patients are aged 65 or over, against 19% across England. With 4.5 full-time-equivalent qualified GPs, there are 1,740 patients per GP, fewer than the England figure of 2,171 and Lancashire and South Cumbria's 2,288. The practice also has 6.9 nurses and 6.1 other clinical staff such as pharmacists and physiotherapists (full-time equivalent).
| Year | Qualified GPs (FTE) | All GPs incl. trainees (FTE) |
|---|---|---|
| August 2023 | 5.1 | 6.1 |
| August 2024 | 4.0 | 4.0 |
| August 2025 | 4.5 | 4.5 |
| August 2026 | 4.5 | 4.5 |
From June 2026 to August 2026 the practice recorded 5,225 appointments a month, or 663 per 1,000 registered patients (England: 510). 80% were face to face (England: 63%). 39% took place on the day they were booked and 7% more than 28 days after booking (England: 45% and 5%).
38% were with a GP rather than another member of the practice team. 5% of booked patients did not attend.
| Measure | Waterloo House Surgery | Lancashire and South Cumbria | England |
|---|---|---|---|
| Appointments per 1,000 patients a month | 663 | 471 | 510 |
| Face to face | 80% | 70% | 63% |
| Same day as booked | 39% | 42% | 45% |
| More than 28 days after booking | 7% | 6% | 5% |
| Did not attend | 5% | 5% | 4% |
Compared with England, the practice has a higher share of patients on its registers for coronary heart disease (5.1% against 3.0%), stroke or TIA (3.0% against 1.9%) and heart failure (1.6% against 1.1%). It has a lower share for chronic kidney disease (2.0% against 4.6%) and osteoporosis (0.6% against 1.2%). The practice's patients live in areas with an average deprivation score of 26.0 (England: 21.8; higher is more deprived).
Life expectancy for its patients' neighbourhoods is 82.0 years for women and 76.9 for men (England: 83.0 and 79.1).
| Condition register | Age group | Practice (2024/25) | England |
|---|---|---|---|
| High blood pressure | All ages | 18.5% | 15.2% |
| Depression | 18+ yrs | 16.1% | 14.3% |
| Diabetes | 17+ yrs | 10.1% | 7.9% |
| Asthma | 6+ yrs | 8.9% | 6.6% |
| Coronary heart disease | All ages | 5.1% | 3.0% |
| Cancer | All ages | 4.8% | 3.8% |
| Atrial fibrillation | All ages | 3.0% | 2.2% |
| Stroke and TIA | All ages | 3.0% | 1.9% |
| COPD | All ages | 2.8% | 1.9% |
| Chronic kidney disease | 18+ yrs | 2.0% | 4.6% |
| Heart failure | All ages | 1.6% | 1.1% |
| Serious mental illness | All ages | 1.2% | 1.0% |
| Epilepsy | 18+ yrs | 1.1% | 0.8% |
| Dementia | All ages | 1.1% | 0.8% |
| Rheumatoid arthritis | 16+ yrs | 1.0% | 0.8% |
| Peripheral arterial disease | All ages | 0.8% | 0.6% |
| Palliative care | All ages | 0.6% | 0.6% |
| Osteoporosis | 50+ yrs | 0.6% | 1.2% |
| Learning disability | All ages | 0.4% | 0.6% |
| Screening coverage | Period | Practice | England |
|---|---|---|---|
| Bowel cancer screening (aged 60 to 74) | 2024/25 | 72.8% | 72.9% |
| Breast cancer screening (women aged 53 to 70) | 2024/25 | 69.1% | 72.2% |
| Cervical screening (women aged 25 to 49) | 2023/24 | 66.2% | 67.5% |
| Cervical screening (women aged 50 to 64) | 2023/24 | 64.8% | 74.9% |
99% of the practice's patients live in the LA18 postcode district. 100% live in Cumberland, the council area the practice is in.
| Postcode district | Registered patients | Share |
|---|---|---|
| LA18 | 7,828 | 99% |
Waterloo House Surgery, Millom Community Hospital, Lapstone Road, Millom, LA18 4BT. Phone: 012299402800.
| Nearby practice | Distance | Overall experience good |
|---|---|---|
| The Surgery Kirkby-in-Furness | 4.7 km | 85% |
| Market Street Medical Practice | 8.2 km | 82% |
| Norwood Medical Centre | 10.4 km | 66% |
| The Family Practice | 10.6 km | 62% |
| Hoad Medical Practice | 11.1 km | 89% |
How do patients rate Waterloo House Surgery?
In the 2026 GP Patient Survey, 86% of patients described their overall experience of Waterloo House Surgery as good, above the England figure of 77%. 72% found it easy to get through by phone.
How many patients are registered at Waterloo House Surgery?
7,886 patients were registered in September 2026, down 0.7% on a year earlier.
How many GPs does Waterloo House Surgery have?
4.5 full-time-equivalent qualified GPs (6 qualified GPs by headcount), which is 1,740 patients per GP against 2,171 across England.
Are appointments at Waterloo House Surgery face to face?
80% of appointments from June 2026 to August 2026 were face to face, against 63% across England.
What is Waterloo House Surgery's phone number?
012299402800.