During an assessment under our new approach
Date of Assessment: 14 August 2025 to 19 August 2025. Norfolk Street Surgery is a GP practice and delivers service to 20,238 patients under a contract held with NHS England. The National General Practice Profiles states the demographics of practice patient list are 63.2% white, 24.95% Asian, Black 4.69%, Other 3.72% and Mixed 3.44% ethnicity. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the second decile 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. However, until recently not all complainants had been in receipt of a written response to the complaint raised, or information on what next steps complainants could take. In response to this feedback the practice had made appropriate changes. 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.