- GP practice
Dr Mehboob Bhatti Also known as Sutton Road Surgery
Assessment report published 22 January 2026
Contents
Ratings
Our view of the service
Date of Assessment: 17 November 2025 to 5 December 2025. Dr Mehboob Bhatti (also known as Sutton Road Surgery) is a GP practice and delivers services to 2,770 people under a contract held with NHS England. This was an announced inspection to follow up the breaches of regulation 12 (safe care and treatment) and regulation 17 (good governance) found during the previous inspection in December 2023. Following that inspection the practice was rated inadequate overall and placed in special measures.
The National General Practice Profiles states that the practice population is 70% White, 13% Asian, 9% Black, 5% Mixed and 3% Other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 3rd decile (1 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 provider was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
The provider had a strong 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, well-maintained and most risks mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.
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 provider supported staff wellbeing.
People were involved in decisions about their care. Information was provided in a way that people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. It was easy to access appointments and the provider worked to eliminate discrimination. People received fair and equal care and treatment. The provider 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.
Since the last inspection, the provider had made improvements and is no longer in breach of regulations relating to good governance and safe care and treatment.
This provider was placed in special measures in July 2024. The provider demonstrated that improvements have been made. The provider is no longer rated as inadequate overall or in any of the key questions. Therefore, this provider is no longer in special measures.
People's experience of this service
People were positive about the quality of their care and treatment.
We spoke with 7 people who all provided positive feedback.
The provider shared the latest Friends and Family Test data which was overall positive. In the previous 6 months 201 people had responded to the Friends and Family text message prompt and 85% of people rated their experience as very good or good. We saw that 6% of people rated their experience as very poor. There were 111 positive comments and 15 negative comments. Many people named individual staff in their comments where they had provided particularly good care. The provider had gathered and analysed feedback from the NHS Friends and Family Test. Although actions had not been implemented at the time of our assessment, there were plans in place to ensure feedback was reviewed and acted on.
The provider scores in the National GP Patient Survey were generally aligned with or above the national average. People who rated their overall experience of their GP practice as good or very good was 88% in line with the national average of 89.9%. Ninety-five per cent of people felt their needs were met at their last GP appointment which was above the national average of 90% and 84% of people usually got to see their preferred healthcare professional which is above the national average of 40%.
CQC had received information of concern from 3 people prior to our inspection. This information mostly related to making reasonable adjustments for disabled people. One person contacted us with positive feedback.
There was an active patient participation group (PPG) who represented the views of people using the service.