- GP practice
Archived: Langstone Way Surgery
Assessment report published 18 November 2025
Contents
Ratings
Our view of the service
Surgery leaders had systems, practices, and several processes to keep people safe. Some processes were not complete, therefore increasing the risk of process failures reoccurring. The surgery had systems in place to manage risks to patient safety. Patients were regularly assessed, but at times care and treatment were not delivered in line with current legislation and evidence-based guidelines. The surgery had systems in place to ensure the appropriate and safe use of medicines, however these systems were not always adhered to. We conducted several clinical records searches (using a CQC GP clinical advisor) and found that processes in place to monitor patients with certain long-term conditions were not always monitored adequately. Patient satisfaction relating to the surgery was below both the national and local averages. Patient feedback received by the Commission showed a mixed picture of care received by patients, with recurring themes of lack of access to care and the attitude of some staff members highlighted within the feedback. There was improved governance processes in place at the surgery following our last inspection, however some processes such as clinic audits did not always identify improvement to patient outcomes. Staff told us that they learned from significant events, but the assessment team did not see evidence of this. Finally, staff and leaders were able to speak to us clearly and with confidence about their roles and how they supported each other to deliver quality care and treatments for their patient population.
We found breaches of regulation in relation to medicines management and good governance. We have asked the provider for an action plan in response to the concerns found.
People's experience of this service
The National GP patient survey carried out from January to March 2024 had 134 responses out of 495 survey that we sent to patients registered with the surgery. The overriding theme from the survey was that patients registered at the surgery were not happy with the levels of access they were given to obtaining care when required. The surgery results were consistently below the local and national averaged for all the question contained in the survey. The survey found 74% of patients stated the healthcare professional was good at listening to them, and 85% of patients stated they were involved as much as they wanted to be in decisions about their care and treatment. In addition, 81% of patients had confidence and trust in the health care professional they saw or spoke to. This figure was comparable to scores obtained by other local GP practices whose patients were asked the same question regarding trust and confidence in care professionals. The practice had not carried out their own patient survey but reviewed their Friends and Family Test (FFT) results, which found between March 2024 and August 2024, that 142 out of 524 respondents said they were unlikely to recommend the practice. The (approximate) current number of patients listed as registered with the practice is approximately 8000. We sought people’s experience through our Give Feedback on Care (GFC) webform, the surgery’s Friends and Family Test (FFT) responses and the national GP patient survey. In summary, people’s overall experience of the surgery was mixed. From the information we collated from the national GP survey results, feedback from our GFC form and data from the FFT (provided by the surgery, people did find practice staff to be kind, helpful, attentive, and polite, however these behaviours were not consistent among all staff at the surgery. Patients found difficulty to get through on the phone and get an appointment. Some experienced delays in getting prescriptions and test results.