- GP practice
Ambrose Avenue Group Practice
Report from 4 September 2025 assessment
Contents
Ratings
Our view of the service
Dates of Assessment: 04 November 2025 to 11 November 2025. Ambrose Avenue Group Practice is a GP practice and delivers service to approximately 14,110 under a contract held with NHS England. The practice operates from two sites, a main practice at Tollgate Medical Centre and a branch practice at Ambrose Avenue.
Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 8 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.
SAFE: The practice provided evidence to show they had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. Practice leaders made sure staff received training and regular appraisals. Staff managed medicines effectively and involved people in planning any changes.
EFFECTIVE: People told us they were involved in their care and treatment. Staff took account of communication, personal and health needs. Care was seen to be based on latest evidence and good practice. Staff worked with all services involved in people’s care for the best outcomes and smooth transitions when moving between services. Staff supported people to understand their care and treatment to support them to give informed consent. Staff involved peoples’ representatives, when people did not have capacity to make decisions in their best interests.
CARING: People were treated with kindness and compassion. Staff protected their privacy and dignity. People were treated as individuals and supported their preferences. The practice leadership supported staff wellbeing.
RESPONSIVE: People told us they were involved in decisions about their care. The practice provided information people could understand. People knew how to give feedback about the practice. The practice was accessible and worked to eliminate discrimination. The practice worked to reduce health and care inequalities through communication, review, and information provided. People were involved in planning their care and treatment and understood their options.
WELL-LED: Leaders and staff had a shared vision and culture based on listening and learning. Leaders were visible, knowledgeable, and supportive, helping staff to develop in their roles. Staff told us they felt supported to give feedback. Staff understood their roles and responsibilities. Practice leaders worked with the local community to deliver the best possible care and shared ideas and vision.
People's experience of this service
During the onsite visit to the practice, the people we spoke with were positive about their care and treatment. They fed back positively about their ability to access appointments and using the new online booking process. People told us the staff at reception supported them to book an appointment on their behalf if they visited or telephoned the practice. Recent survey results published in July 2025 in the National GP Patient Survey showed people were unsatisfied with their experience at the practice.
There was a patient participation group (PPG), however, the representatives described a lack of consistent engagement by the leaders at the practice to understand patient views.
We spoke with representatives from the care homes that were provided GP services by the practice. Their feedback was positive, and they told us the practice worked with them to meet the needs of their residents. They told us there was effective access to the practice and that prescription management and advice was effective, timely, and appropriate.