- GP practice
The Lonsdale Medical Centre
Report from 4 February 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 20 February to 28 February 2025. The Lonsdale Medical Centre is a GP practice and delivers services to around 18,500 people under a contract held with NHS England. The main surgery is located in the Queen’s Park area of Brent in North West London. It also operates a branch surgery known as Blessing Site at 307 Kilburn Lane, London, W9 3HG which is around 0.5km from the main site. The National General Practice Profiles data show that the practice has a relatively large working age population. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population area is in line with the English average. We carried out this assessment due to the length of time since our previous inspection (2017). 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 positive learning culture and people could raise concerns. Managers investigated incidents thoroughly. There were effective systems to protect people from the risk of abuse and enough staff with the right skills, qualifications and experience. The facilities and equipment were clean and well-maintained. Staff managed medicines safely and involved people in planning any changes.
People were involved in assessments of their needs. Staff reviewed assessments taking into account people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent.
Most people reported being treated with kindness and compassion. Staff protected people's privacy and dignity. The 2025 National GP Patient Survey results showed improvements compared to the previous year and the practice was scoring in line with the national average for quality of patient experience. The practice proactively supported staff wellbeing and took action to reduce the risk of burnout.
The service had improved access and worked to ensure that people received fair and equal care and treatment. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Leaders were visible and there was a shared vision and a supportive working culture across the team. Staff understood their roles and responsibilities and felt supported to give feedback. Managers worked with the local community to deliver the best possible care and promote community cohesion and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.
People's experience of this service
People held positive views about the quality of the care and treatment provided by the practice. Recent survey results from the National GP Patient Survey 2025 showed the practice had improved its scores on the quality of people’s experience and access to the service since the previous year and had achieved scores in line with the national average in 2025. We received comments from 78 people who provided feedback about the practice at the time of the assessment. Most of these comments (85%) were wholly positive about the service with people reporting they found it straightforward to book an appointment. Many people also described the practice team as professional, caring and supportive. Critical comments included frustrations with the online and telephone systems; not receiving responses to emails and being unable to book timely support for wound dressings. However, a common theme among the comments was that people had observed improvements at the practice recently. Some people highlighted examples of excellent, person-centred care and the positive impact of this on their lives, for example, when managing mental health problems or in relation to palliative care and bereavement.