Archived: Eltham Palace Surgery

Updated 14 October 2025

Date of Assessment: 26 and 27 January 2026. Eltham Palace Surgery is a GP practice and delivers a service to 7710 patients under a contract held with NHS England. The National General Practice Profiles states that the ethnic make-up of the practice area is 72.45% White, 11.16% Black, 8.22% Asian, 4.89% Mixed and 3.27% Other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 4th decile (4 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.

Staff did not always monitor and review patients in line with national guidelines.

The facilities and equipment met the needs of people, were clean and well-maintained.

Patients were not always followed up in a timely manner following exacerbations of long-term conditions

Staff working at the practice did not always feel their well-being was given due consideration.

Complaints were not always recorded and actioned in a timely manner. Learning from complaints was not always used to improve the overall quality of patient care.

We have previously inspected this service in May 2023, April 2024, and February 2025. At each of these inspections we found the GP partners were not effectively working together which negatively impacted patient care and staff wellbeing. At this inspection in January 2026, these concerns remained.

At this inspection we found breaches of regulation relating to good governance. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/or appeals have been concluded.

Updated 14 October 2025

We collected patient feedback from a variety of sources, including comments shared directly with CQC, reviews on the NHS website, interviews with patients and the National GP Patient Survey.

Patients reported improvements to the way they access appointments, including to the ways they were able to contact the practice and a reduction in the waiting time for appointments.

The National GP Patient Survey data from 2025 showed satisfaction to be lower than the national average when patients were asked about their overall experience of the practice; whether the healthcare professional was very good or fairly good at listening to them during their last appointment; and whether the healthcare professional was very good or fairly good at treating them with care and concern during their last appointment. Patient satisfaction was in-line with local and national averages in relation to how easy it was to contact the GP practice by either the phone or via their website.