During an assessment under our new approach
Date of Assessment: 8 December 2025 to 10 December 2025. Riverside Medical Practice is a GP practice and delivers service to 10,748 patients under a contract held with NHS England. The National General Practice Profiles states that 92% of the practice population are white, 4% are Asian, 2% are black, and less than 1% are mixed race and of another ethnicity. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 2nd decile (2 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.
The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. The facilities and equipment met the needs of people, were clean and well-maintained. Risks in the environment were not always managed. There were enough staff with the right skills, qualifications and experience. The provider did not always check staff immunisation records on recruitment. The provider made sure staff received training and regular appraisals to maintain high-quality care. Staff did not use Patient Group Directions (PGDs) appropriately. Staff managed emergency medicines well.
People were not always involved in assessments of their needs at medication reviews. Medication reviews were not always comprehensive. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. 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 service supported staff wellbeing.
People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The service 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. The practice did not have an established Freedom to Speak Up Guardian which all staff were aware of. Staff understood their roles and responsibilities. The provider worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas. Policies and procedures did not always include planned review dates or timeframes.
We found a breach of regulation in relation to safe care and treatment. We have asked the provider for an action plan in response to the concerns found at this assessment.