Cross Keys Practice

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of inspection: 25 August 2026

Cross Keys Practice is a 3 site GP practice and delivers services to approximately 15,300 patients under a contract held with NHS England.

According to the latest available data, the ethnic make-up of the service area is approximately 94% White, 2.4% Mixed, 2.3% Asian, 0.8% Black and 0.6% Other. Information published by the Office for Health Improvement and Disparities shows deprivation within the service population group is in the 10th decile (10 of 10). The lower the decile, the more deprived the service population is relative to others.

This was a focused inspection. We undertook this inspection due to the length of time since our last inspection. We assessed 10 quality statements from across all 5 key questions. This inspection 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: Staff kept facilities clean and maintained equipment appropriately to ensure people were kept safe. They assessed and managed the risk of infection well and took steps to control the risk of it spreading. There were enough staff with the right skills, qualifications and experience.

• EFFECTIVE: Staff understood the health priorities of the local population and supported people to live healthier lives, monitoring their care and treatment to ensure they received positive and consistent outcomes.

• CARING: Staff treated people with kindness, empathy and compassion, and respected their privacy and dignity. This was reflected in various items of patient feedback, including verbal patient feedback, in-house patient feedback and results of national surveys.

• RESPONSIVE: Patient feedback was positive regarding how responsive the practice was. Patients could access care, treatment and support when they needed it and the practice continued to review telephone access to further improve patient satisfaction. 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.

• WELL-LED: Following a period of significant change, the practice had a new vision and strategy, which considered the changes within the practice, the needs of the people who used their service and the wider community. There was a clear team spirit, and staff had a sense of belonging and had the ability to contribute to decision making. They understood their individual roles and responsibilities. Leaders accounted for the actions, behaviours and performance of staff through clear and effective governance processes.

People's experience of this service

As part of our inspection, we reviewed feedback from people who used the practice to understand their views and experience. This included speaking with people using the practice at the time of our inspection and reviewing other feedback available to us. People were positive about the quality of their care and treatment.

This was mirrored in all patient feedback, including the 2026 National GP Patient Survey, which showed people were satisfied with all aspects of the practice, for example:

• 79% of respondents described their overall experience of the practice as good. This was comparable when compared to the national average (77%).

Patient feedback highlighted staff being kind and compassionate and the systems within the practice worked effectively and efficiently. Further feedback highlighted examples of practice staff providing a friendly, accessible and caring service. Recent comments included reference to staff being happy to go the extra mile to help.

The practice promoted and monitored patient feedback, collected via the NHS ‘Friends and Family’ Test results. We reviewed the most recent responses collected and verified from May 2026 (595 responses), June 2026 (699 responses) and July 2026 (663 responses). Using the combined responses from the last 3 months, 96% rated the service received at the practice as either ‘Good’ or ‘Very Good’.

There was an active patient participation group (PPG) who represented the views of people using the service. A representative from the PPG provided feedback as part of this inspection. They described how they worked with the practice to make improvements. This included reviewing how patients accessed the practice and more recently started work to address health inequalities within the local community.

The representative from the PPG also provided feedback from their perspective as a patient. This feedback aligned to the other positive patient feedback collected throughout this inspection.