- GP practice
Hope House Surgery
Report from 18 June 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 17 September to 26 September 2025.
Hope House Surgery is a GP practice and delivers services to approximately 8,200 people under a contract held with NHS England. The National General Practice Profiles states demographics of people using the service are in line with local and national averages. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 5th decile (5 of 10). The lower the decile, the more deprived the practice population is relative to others. This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
The service had effective safeguarding procedures in place to protect people from abuse and suitable arrangements to investigate incidents including outcomes shared with staff to mitigate risk and minimise reoccurrence. People received co-ordinated and joined up care, particularly when transitioning between services. People were given support to overcome health inequalities to ensure equal experience and outcomes. Leaders understood the challenges of meeting people’s needs and responded flexibly to ensure people could access care and treatment in a timely manner.
The service created an environment where staff felt empowered to contribute to improvements and learning, and people were actively involved in their care and local service’s initiatives. The service demonstrated proactive engagement with its local community by organising support for vulnerable groups and implemented actions to improve service provision in collaboration with people. The service treated people as individuals took account of people’s culture and unique backgrounds and protected characteristics.
People's experience of this service
People were positive about the quality of their care and treatment they received.
During our assessment, we found the people who gave feedback via the service’s Friends and Family Test (FFT) were largely positive and the service met or exceeded expected standards. In 2025, the service received feedback which showed between 94% and 97% of people surveyed said they would recommend the service to others and described their experience as positive. The service routinely reviewed feedback to identify themes and trends, discussed these at monthly meetings, and demonstrated how learning from feedback had been used to improve the experience for people using the service.
The National GP Patient Survey (GPPS) 2025 results showed people described their overall experience of accessing the service as positive as well as the healthcare professional they saw or spoke to was good at listening to them and treated them with care and concern. The overall results from the survey demonstrated positive responses that largely exceed local and national averages.
The service had monitored results from regular staff surveys and feedback we received identified staff felt supported and viewed the leadership positively. We noted examples of positive outcomes of how their wellbeing was prioritised. Staff told us the service was driven by a culture that normalised wellbeing through inclusivity, active listening, and open conversation, which enabled them to carry out their roles effectively.
We reviewed feedback sent directly to the Care Quality Commission and feedback received by the provider from people who used the service. Staff and people who used the service reported a positive experience which included an emphasis on treating people with care and compassion. Feedback from members of the Patient Participation Group (PPG) highlighted they were listened to, valued and had seen positive changes to improve patient experiences. The PPG worked with the provider to understand, better reflect and responded to people’s needs. We also received feedback from community services which worked in conjunction with the service and stated they were able to access support and worked in a collaborative approach to providing care.