Updated 13 June 2025
Date of Assessment: 2 October 2025
Norton Medical Centre is located in Stockton on Tees at Norton Medical Centre, Billingham Road, Norton, Stockton on Tees, County Durham TS20 2UZ.
The practice is situated within the Tees Valley Integrated Care Board (ICB) and delivers General Medical Services (GMS) contract to a patient population of over 16,000. This is part of a contract held with NHS England.
The last assessment of this service was carried out in October 2024 when it was rated as Requires Improvement overall, and for the key questions of safe, effective and well-led. The key question of responsive was rated as Inadequate. We also imposed urgent conditions on the providers’ registration at that time. This focused assessment was carried out to check that the improvements needed had been made.
The practice lacked a good learning culture. Managers did not always listen to concerns when they were raised and staff did not always feel supported to raise them. The PPG also told us that there concerns were not always taken seriously. The facilities and equipment met the needs of people, were clean and well-maintained and any risks were mitigated. Team leads carried out appraisals for staff; leaders told us they would consider allocating this to management in the future in an attempt to improve relationships with staff. The provider did not always ensure medicines and treatments were safely managed. The provider had not taken steps at the time vaccines were administered to assure themselves that a member of staff was suitably trained and competent to administer these vaccinations. We also noted errors in a sample of Patient Specific Directions (PSD).
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 made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity. We identified concerns around how teams within the practice worked together.
People were involved in decisions about their care. The service provided information people could understand within the waiting rooms. People knew how to give feedback, although we were not assured this was always listened to. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. We saw there were still ongoing issues with access. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Some leaders lacked a shared vision and culture based on listening, learning and trust. Staff did not always feel supported to give feedback. Staff understood their roles and responsibilities.
We found breaches of regulation in relation to safe care and treatment, good governance and fit and proper persons employed. We have asked the provider for an action plan in response to the concerns found at this assessment.
This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.