During an assessment under our new approach
Date of Assessment:14 April 2026 to 21 April 2026. Cradley Surgery is a GP practice and delivers service to approximately 4,000 patients under a contract held with NHS England. The practice is based in Herefordshire but due to its rural location on the border of Worcestershire it takes patients from both counties. Information published by Office for Health Improvement and Disparities shows deprivation within the practice population group is in the 8th decile (8 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. Cradley Surgery was inspected for the safe and effective domains in March 2024 under the previous inspection methodology. As a result, the service did not receive an overall rating. This inspection was comprehensive and covered all areas of the practice, enabling it to receive a full rating.
The service demonstrated a positive learning culture, where people felt able to raise concerns. Leaders investigated incidents thoroughly, ensuring people were protected and kept safe. Staff understood and effectively managed risks. Facilities and equipment met people’s needs and were clean and well maintained. There were sufficient staff with the appropriate skills, qualifications and experience. Medicines were managed safely, and staff involved people in planning and agreed any changes to their treatment.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent.
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.
People were fully involved in decisions about their care and received clear, accessible information to help them make informed choices. They knew how to share feedback and were confident the service listened, responded, and made improvements as a result. The service was easy to access and proactive in removing barriers and eliminating discrimination, ensuring fair and equitable care for everyone. Staff actively worked to reduce health and care inequalities through targeted training and learning from feedback. People were supported to plan their care and clearly understood their options, including decisions about withdrawing or not receiving care.
Leaders and staff shared a clear vision and positive culture rooted in listening, learning, and trust. Leaders were visible, knowledgeable, and approachable, actively supporting staff in their roles. Staff felt valued and empowered to give feedback and reported being treated fairly, without fear of bullying, harassment, or discrimination. Everyone understood their roles and responsibilities. Staff worked collaboratively with the local community to deliver high‑quality care and were open to innovation and new ways of working. A culture of continuous improvement was evident, with staff given the time and encouraged to implement new ideas.