- GP practice
Archived: Gladstone Medical Centre
Report from 14 March 2024 assessment
Contents
Ratings
Our view of the service
Gladstone Medical Centre is an NHS GP practice which provides primary care services to patients in North West London. We carried out an announced assessment of one quality statement, equity of access, on 28 March 2024. Overall the practice is rated as good, with all key questions rated as good. We carried out the assessment as part of our work to understand how practices are working to try to meet demands for access and to better understand the experiences of people who use services and providers. We recognise the work that GP practices have been engaged in to continue to provide safe, quality care to the people they serve. We know staff are carrying this out whilst the demand for general practice remains exceptionally high, with more appointments being provided than ever. However, access to general practice remains a concern for people. Our strategy makes a commitment to deliver regulation driven by people’s needs and experiences of care. The assessment of the quality statement equity of access includes looking at what practices are doing innovatively to improve patient access to primary care and sharing this information to drive improvement.
People's experience of this service
We reviewed feedback from the 2023 national GP patient survey, information shared directly with CQC, and reviews on the NHS website. We also spoke directly with patients. Positive comments referred to an efficient online appointment system, patients told us they felt listened to when they raised concerns. Patients were satisfied with the practice’s appointment times. Negative comments referred to long waits following a request for an appointment, and some concerns around the practice administrative processes. We saw evidence the practice had responded to patient feedback, for example on the NHS website, and had taken steps to improve access.