Plumstead Health Centre PMS

Ratings

• Overall

  Good

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of Assessment: 14 to 16 July 2026. Plumstead Health Centre PMS is a GP practice and delivers service to approximately 15,311 patients under a contract held with NHS England. The practice consisted of 2 sites; the main surgery located at Tewson Road, Plumstead SE18 1BH and a branch surgery located at 2 Garland Road, Plumstead, SE18 2AE. Patients could access services at both sites. The National General Practice Profiles states that the ethnic make up of the practice is 47.2% White, 23.6% Black, 18.4% Asian, 5.8% Mixed and 5.2% Other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 4th decile (4 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.

SAFE: Medicines were not always managed through appropriate monitoring and reviews. The service had a good 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 and well-maintained and any risks mitigated. Managers made sure staff received training and regular appraisals to maintain high-quality care.

EFFECTIVE: People felt involved in an assessment of their needs and individual requirements were flagged on the patient record system. Care was not always delivered in line with evidence-based guidance and legislation. People with previously undiagnosed conditions were not always identified to ensure they received appropriate monitoring and treatment.

CARING: People were usually treated with kindness and compassion. The provider usually treated patients as individuals and supported their preferences. However, National GP Patient Survey data showed patient satisfaction in these areas were lower than the national average.

RESPONSIVE: People knew how to give feedback and were confident the service took it seriously and acted on it. The service had made some improvements to access to the service, however patient satisfaction remained lower than the national average.

WELL-LED: 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. There was a culture of continuous improvement with staff given time and resources to try new ideas. Whilst improvements to the service had been made following our last inspection in September 2025, we found the provider’s governance processes had failed to identify some areas where further improvements were required.

At this inspection we found breaches of regulation relating to safe care and treatment. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/or appeals have been concluded.

People's experience of this service

Feedback from patients was mixed about the care received. Whilst some patients struggled with access to appointments, others commented on the improvements made by the practice in relation to access. People spoke positively about their interactions with practice staff. There was an active patient participation group (PPG) who represented the views of people using the service. Representatives from the PPG described how managers made positive changes because of feedback, such as improvements to the telephone system which had resulted in improved access for patients.