Eltham Palace Surgery

Updated 28 March 2024

Eltham Palace Surgery is an NHS GP practice which provides primary care services to patients in South East London. We carried out an announced assessment on 29 and 30 April 2024. Following this the service is rated as requires improvement overall and the key questions are rated as: Are services safe? – requires improvement Are services effective? - requires improvement Are services caring ?– requires improvement Are services responsive? – requires improvement Are services well-led? – requires improvement Our key findings from this assessment were: • The practice did not have systems for the appropriate and safe use of medicines. • Patients’ needs were not assessed and care and treatment was not delivered in line with current legislation, standards and evidence-based guidance. • Improvements were needed to patient access. • Governance processes did not ensure high quality care.

Updated 28 March 2024

We collected patient feedback from a variety of sources, including comments shared directly with CQC, reviews on the NHS website, interviews with patients, the national GP patient survey, and feedback collected by the provider and shared with CQC. Patients told us they felt involved in their care and treatment and were offered appropriate advice. They felt listened to by the healthcare professionals at the practice and were able to request a particular GP and longer appointments where appropriate. Patients reported issues with accessing urgent appointments when they needed them and felt the waiting times to obtain a routine appointment were too long. We heard there were sometimes delays in accessing medicines, test results and referrals. Patients told us they would like different options to make appointments, such as via an online system.