- GP practice
Welling Medical Practice
Assessment report published 4 August 2025
Contents
Ratings
Our view of the service
We carried out an inspection of Welling Medical Practice on 7 and 8 July 2025. We carried out remote clinical searches on the practice’s clinical record system on 7 July 2025. We carried out a site visit on 8 July 2025.
Welling Medical Practice is a GP practice and delivers services to approximately 11276 patients under a contract held with NHS England. Welling Medical Practice has a main site located at 2 Danson Crescent, Welling, Kent, DA16 2AT and a branch site located at 12 Avery Hill Road, New Eltham, London, SE9 2BD.
The National General Practice Profiles states that the ethnic make-up of the practice area is 74.1% White, 7.4% Black, 11.9% Asian, 3.6% Mixed and 3% Other.
Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 8th decile (8 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.
Not all staff felt that learning from complaints and significant events was communicated effectively. Documentation to support actions identified from risk assessments were not always completed with sufficient information. The facilities and equipment met the needs of patients and were well-maintained. There were enough staff with the right skills, qualifications and experience.
Patients were involved in assessments of their needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in patient’s care for the best outcomes and smooth transitions when moving services.
Not all staff we spoke with felt that staff wellbeing was a priority. Patients were treated with kindness and compassion. Staff protected patients' privacy and dignity.
Staff did not always feel their feedback was acted on. Patients were involved in planning their care and understood options around choosing to withdraw or not receive care.
Leaders and staff had a shared culture based on listening, learning and trust. However, some staff did not feel they contributed to the practice vision and strategy. Most staff felt leaders were visible, knowledgeable and supportive, helping staff develop in their roles.
We found breaches of regulation in relation to Regulation 17 (Good governance). We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
We collected patient feedback from a variety of sources, including comments shared directly with CQC, reviews on the NHS website and the National GP Patient Survey.
Patients reported improvements to the way they access appointments, including to the ways they were able to contact the practice and a reduction in the waiting time for appointments. Patients welcomed the introduction of walk-in appointments offered on Monday and Wednesday mornings between 8am and 10am.
We reviewed comments from patients who contacted CQC about their experience with the practice within the past 12 months and patients who had left online reviews. There were mixed reviews regarding the ease of contacting the practice and the availability of appointments, with some patients describing challenges and others reporting positive experiences.
The National GP Patient Survey showed satisfaction to be in line with the national average when patients were asked about their overall experience of the practice.
There was an active Patient Participation Group (PPG) who represented the views of people using the service. Representatives from the PPG described how managers made positive changes because of feedback, such as introducing designated wheelchair space in the reception area and ensuring GPs came to physically collect patients when it was time for their appointment.