- GP practice
Dr Rachel Ng & partners
Report from 13 November 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 28 November 2025 to 5 December 2025. On 28 November 2025 we carried out remote clinical searches of patient’s records, and on 5 December 2025, we carried out site visits to the main and branch surgery. Dr Rachel Ng Partners is a GP practice and delivers service to approximately 5,200 patients under a contract held with NHS England. There is a main surgery at West Road Surgery, 9 West Road, Annfield Plain, Stanley, DH9 7XT and a branch at Louisa Surgery, Laxy Street, Stanley, Co Durham, DH9 8AA. The National General Practice Profiles states that 97.9% of the population is white, with a small Asian community (1%) and other mixed ethnicity community. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 2nd decile (2 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.
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. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.
People were involved in assessments of their needs. Staff reviewed assessments taking account of 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 between services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people took decisions in people’s best interests where they did not have capacity.
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.
People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Leaders had exceptional understanding of staff and people’s diverse needs and the context behind their care experiences. Leaders had high levels of credibility and 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. Managers worked with the local community to deliver the best possible care 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 were positive about the quality of their care and treatment. Recent survey results, including from the National GP Patient Survey and the NHS Friends and Family Test, showed people were satisfied with services. For example, 88% of patients who responded to the National GP Patient survey said they had a good overall experience, compared to an average of 79% across the Integrated Care Board (ICB) area and 75% across England. Patients found it easy to contact this GP practice on the phone, with 72% reporting this, compared to 57% across the ICB and 57% across England. Patients reported they had a good experience at their last appointment with 99% reporting the healthcare professional had all the information they needed about the patient, compared to 93% across the ICB and 92% across England. Patients felt their needs were met, with 96% reporting this, compared to 91% across the ICB and 90% across England.
There was an active patient participation group (PPG) who represented the views of people using the service. Representatives from the PPG reported back high levels of satisfaction with the service they received.