- GP practice
The Phoenix Practice
Assessment report published 10 August 2026
Contents
Ratings
Our view of the service
Date of Assessment: 25 June 2026. The Phoenix Practice is a GP practice and delivers services to approximately 12,000 people under a contract held with NHS England. According to the latest available data, the ethnic make-up of the service area is approximately 60% White, 18% Asian, 4% Mixed, 7% Black and 12% Other. Information published by the Office for Health Improvement and Disparities shows deprivation within the service population group is in the 5th decile (3 of 10). The lower the decile, the more deprived the service population is relative to others.
This was a focused assessment. We undertook this assessment due to the length of time since our last assessment. We assessed 10 quality statements from across all 5 key questions. 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 kept facilities clean and well maintained. Staff supported people to live healthier lives and we saw evidence that proactive systems were in place to monitor care, drive improvement and ensure people received positive and consistent outcomes. Staff treated people with kindness, empathy and compassion, and respected their privacy and dignity. People could access care, treatment and support when they needed it. Leaders and staff were alert to discrimination and inequality that could disadvantage groups of people who used the service and sought ways to address any barriers. This included using patient insight to drive improvements. The service had a clear vision and strategy, which considered the needs of the people who used their service and the wider community.
We noted some governance areas in relation to the 10 assessed quality statements were effective and patient centred. These included the recent appointment of an operational manager to drive service improvements and evidence of effective approaches to monitoring and improving patient outcomes. However, other areas of governance were ineffective. For example, recruitment practices were inconsistent, some staff training had lapsed and we identified governance concerns regarding the service's assessment and management of infection risks, including the effectiveness of measures implemented to prevent and control the spread of infection.
People's experience of this service
As part of our assessment, we reviewed feedback from people who used the service to understand their views and experience of the service. People were positive about the quality of their care and treatment. They described how staff treated them with kindness and compassion and respected their privacy. This was mirrored in the results of recent surveys, including the 2026 National GP Patient Survey, published shortly after our inspection and which showed most people were satisfied. There was an active patient participation group (PPG) which represented the views of people using the service. The PPG Chair described how leaders made positive changes because of feedback.