Stockwell Road Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This was a focused assessment, which meant we did not assess all quality statements. Our rating is determined from the findings of both this assessment and our previous assessment(s). At our last assessment, we rated this key question as outstanding and this remains unchanged due to the focused nature of this assessment. However, updated quality statement scores have been issued where relevant.

This service scored 96 (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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Stockwell Road Surgery was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The building was open from 8.00am to 6.00pm Monday, Tuesday, Thursday and Friday and 8.00am to 7.30pm on Wednesday. Extended access clinics were also available for patients across 3 other local sites from 4.00pm to 8:00pm Monday to Friday and 8.30am to 1.00pm on Saturdays, Sundays and Bank holidays.

The surgery operated a mixture of urgent and pre-bookable appointments and an effective monitoring system was in place, which the practice manager or the reception manager oversaw, to ensure both pre-bookable and same-day appointments were consistently available, waiting times for non-urgent appointments did not exceed 2 weeks and continuity of care was maintained whenever possible. Home visits were also available at the discretion of a GP for those patients who could not attend the surgery, thereby ensuring their continuity of care.

On the day of our visit, we spoke to patients who had been able to secure same day appointments and in feedback to the CQC, patients were complimentary about access to the surgery. One patient stated, “appointments are easily booked as and when required” and another described how efficiently reception staff responded to phone calls and emails and actively followed up on things.

This positive feedback was consistent with the results of the 2025 National GP Patient Survey which showed that the practice performed significantly better than the national average in a number of areas and that people could access medical care when they needed it and in a way that suited their needs, be that by telephone, in person or through the practice website.

For example, 91% of respondents to the survey described their overall experience of the practice as being good, (compared to a national average of 75%) and 93% of respondents described their overall experience of contacting the practice as good, (compared to a national average of 70%).

We saw that 93% of respondents also stated that they found it easy to get through to the practice by phone, (compared to a national average of 53%) and 79% of respondents stated that they found it easy to contact the practice using their website, (compared to a national average of 51%).

The same survey reported that 80% of respondents stated that they were offered a choice of time or day when they last tried to make an appointment, (compared to a national average of 54%) , while 76% of respondents stated that they waited about the right amount of time for their last GP appointment, (compared to a national average of 67%).

Accessibility within the practice was also noted to be good during our visit with treatment rooms located on the ground floor and an automatic door in place at the entrance. Accessible parking was also available on site and a hearing loop was available at reception.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment in response to this.

Staff at Stockwell Road Surgery treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local services, including within the voluntary sector, community transport and local foodbank, to address any local health inequalities.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes.

For example, reasonable adjustments were made for a patient with a hearing impairment, including the use of email communication to support appointment booking, prescription requests and communication with GPs. Adjustments were also made for a patient with a learning disability, including extended appointment times and support from two members of the nursing team to facilitate blood testing.

Staff followed processes to ensure people could register at the practice, including those in vulnerable circumstances (such as homeless people and Travellers) and in the 3 months prior to our visit, no one had been refused registration at the surgery. One out-of-area patient had also been permitted to remain registered at the surgery despite relocating outside of the usual catchment area, due to the significant level of ongoing involvement in their care.

Staff used systems to capture and review feedback from people who used the practice and during our visit we saw that there was a feedback box in reception and that complaints and compliments were monitored and shared with staff members.

The surgery was an Armed Forces Veteran Friendly Accredited GP practice. This meant that there was a clinical lead for veteran health who undertook regular training to better understand the needs of veterans and supported veterans to access dedicated health services.

Patients on the surgery’s mental health register were routinely invited to attend for a physical health review with the nursing team which was subsequently followed by a telephone consultation with a GP. In response to patient feedback and identified preferences within this cohort of patients, evening appointments were also offered if they were considered more suitable and accessible for the patients.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.