Dr Girija Kugapala Also known as E12 Medical Centre

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence that the service’s leadership, management and governance assured high-quality, person-centred care and promoted an open and fair culture. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The service had a shared vision, strategy and culture. This was based on transparency, equity, equality, human rights, diversity, inclusion and engagement. Staff and leaders understood the challenges and the needs of people and their communities.

Staff we spoke to told us they were supportive of and supported by the leadership and management team, the culture and direction of the service, and each other. Staff told us leaders were approachable and took the time to listen. There was an appropriate whistleblowing procedure, which staff understood and could navigate to.

Staff and PPG suggestions for improvement were heard and implemented such as improvements to patients’ access, the premises and areas of patient education and support such as diet and nutrition.

In addition to the consistent positive patient feedback from a range of sources referenced throughout this report, we reviewed further 2026 National GP Patient Survey results at the time of authoring the report. Results showed that 87% of patients felt the healthcare professional considered their mental wellbeing, 94% felt involved in decisions about their care and treatment, and 93% said their needs were met during their appointment. In addition, 97% of patients felt the healthcare professional had all the information they needed about them, and 95% reported confidence and trust in the professional they saw. All these results were above local and national averages, demonstrating consistently and notably better than average patient feedback.

Staff and leaders actively promoted equality and diversity, and they demonstrated a positive and compassionate listening culture that focused on learning and development.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. Staff acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

All staff we spoke with were clear on their individual roles and responsibilities. Leaders proactively supported staff and regularly met with them to complete appraisals and performance reviews. The provider had established governance processes in relation to the quality statements we reviewed during this assessment, which were appropriate for their service.

Staff could access all required policies and procedures, which were kept up to date and reflected latest guidance. Leaders held regular meetings with staff, during which they discussed emerging risks and potential improvements to the service. Leaders clearly recorded any actions that arose from these meetings and shared these with staff.

Staff took confidentiality and information security and systems were in place to support staff to submit data and notifications to external agencies as required. The practice's systems and processes were well organised.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.