Drs Mirza, Sukhani and Partners

Updated 6 February 2025

Date of Assessment: 24 February 2025 to 7 April 2025

Drs Mirza, Sukhani and Partners is a GP practice that delivers services to around 5,804 patients under a contract held with NHS England. It operates from 2 sites in Luton. The main site is a single storey building at The Surgery, 30 The Green, Hockwell Ring, Luton LU4 9NN. Britannia House Surgery is the branch site which is on the ground floor of an industrial estate at Unit 14 Britannia Estate, Leagrave Road, Luton LU3 1RJ. This assessment included a site visit to both locations.

The demographics of the people using the service, the context the service was working within and how this impacted service delivery was considered for this assessment. We carried out this assessment in line with our assessment priorities.

Overall, the practice is now rated as requires improvement, with the key questions safe and well-led rated as requires improvement and caring, effective and responsive rated as good. This was because the practice did not always provide care in a way that kept people safe and protected from avoidable harm; and because the service was not always led in a way that supported the delivery of high quality care, learning and innovation.

We found breaches of regulation in relation to safe care and treatment and good governance. We have asked the provider for an action plan in response to the concerns found at this assessment. Where relevant, further commentary is provided in the quality statements section of this report.

Updated 6 February 2025

As part of this assessment, people registered with Drs Mirza, Sukhani and Partners were encouraged to provide their feedback to CQC via a Give Feedback on Care link.

Between 14 March 2025 and 20 March 2025, 28 responses were received, with 27 classified as ‘positive feedback’ and one as ‘concerns about the service’.

We therefore found that the feedback received was generally positive. People expressed satisfaction with the care and treatment received and referred to the practice as a well-run service. Clinical and non-clinical staff were described as attentive, caring, compassionate, kind and helpful. Clinical staff were noted as skilled and proactive in meeting people’s needs. This included, following up on test results, making referrals and addressing health concerns effectively. Experiences of the total triage online system and accessing appointments was also positive.

However, one person also shared negative experiences around communications from the practice, interactions with a staff member, complaints process, the total triage online system, appointment availability and being advised to only talk about one issue, per appointment.

Data from the 2024 GP patient survey showed the practice was generally in line with local and national averages for accessing the practice and experience at last appointment.

The practice’s Patient Participation Group (PPG) was run and facilitated by their Primary Care Network (PCN) and included the 6 practices of the PCN. PCNs are groups of practices working together to focus on local patient care. We received positive feedback from the PCN on Drs Mirza, Sukhani and Partners active engagement with the group. One PPG member who was a patient registered at the practice, also told us about their positive experiences of the group and the care and treatment received from Drs Mirza, Sukhani and Partners, expressing satisfaction with services provided by the practice.

The practice had systems and processes in place to capture feedback from patients. Staff gave us examples of how they had made changes to their services because of patient feedback. Examples of positive feedback from patients which the practice termed as ‘plaudits’ were also shared with us, during the main site visit at Hockwell.

However, while people expressed general satisfaction with their care and treatment, our assessment found that elements of care and treatment did not meet the expected standards, in relation to safe care and treatment and good governance.