- GP practice
Napier Road Surgery
Assessment report published 2 September 2026
Contents
Ratings
Our view of the service
Date of Assessment: 22 May 2026 to 27 May 2026. Napier Road Surgery is a GP practice and delivers services to 3,024 under a contract held with NHS England. The National General Practice Profiles states that the ethnic make-up of the service area is approximately 78.7% White, 8.5% Asian, 7.5% Black, 3.4% Mixed and 1.7% Other. Information published by the Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 3rd decile (3 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 a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. The facilities and equipment met the needs of people, were clean and well-maintained and risks mitigated. There were enough staff with the right skills, qualifications and experience but there was a lack of managerial oversight of training completion. Managers completed regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. However, emergency medicines were not always easily accessible, and cleaning equipment was not always stored appropriately.
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 the 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. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity.
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 involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.
People's experience of this service
People were positive about the service. Recent survey results from the National GP Patient Survey (2026) showed that 85% of respondents described their overall experience of the service as good. This was above the national average score for this indicator of 77%.
During this assessment, we received feedback from 9 people who use the service. 5 through our Give Feedback on Care facility and 4 interviews while we were on site. All comments were positive about the service. People told us the staff were caring and it was generally easy to obtain an appointment. People told us that the lead GP took time to listen.
Data from the Friends and Family Test (FFT) for the 3 months prior to our assessment, was positive. Between February and April 2026, 92% of people responding to the survey reported their overall experience was Good or Very Good.
The patient participation group (PPG) for the service wasn’t active at the time of our visit, and the practice manager told us they intended to relaunch this. However, no timeframe for this was specified.