Updated 21 July 2025
Date of Assessment: 1 September to 10 September 2025. Tower House Surgery is a GP service delivering service to approximately 14,664 people under a contract held with NHS England. The National General Service Profiles states population demographics are in line with local and national averages. Information published by Office for Health Improvement and Disparities shows deprivation within the service population group is in the 4th decile (4 of 10). The lower the decile, the more deprived the service 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. Leaders investigated incidents thoroughly, however learning from incidents and near misses not meeting the Significant event threshold were not analysed for themes or trends. Staff understood and managed risks. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. The service employed enough staff, however recruitment records did not hold all of the required employment documentation. Leaders made sure staff received training to maintain high-quality care. Staff managed medicines reasonably 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 service. 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. Staff involved those important to people to make 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. 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 and staff had a shared vision and culture based on listening, learning and trust. Staff did refer to leaders not being as visible as they would like. Leaders were referred to as being supportive and helping staff develop in their roles. Staff referred to their workplace as a supportive culture and were encouraged to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Leaders 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.
We found 2 breaches of the legal regulations in relation to safe care and treatment, and fit and proper persons employed. We have asked the provider for action plans in response to the concerns found at this inspection.