- GP practice
Linden Hall Surgery
Report from 5 August 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 9 September 2025 to 16 September 2025. Linden Hall Surgery is a GP practice and delivers service to 15,731 patients under a contract held with NHS England. The practice has a branch surgery situated at Muxton. The National General Practice Profiles states that the patient ethnicity profile is made up of 93.63% White, 3.17% Asian, 0.91% Black,1.75% Mixed and 0.54%. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 9th decile (9 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.
SAFE: The service had a good learning culture and people could raise concerns. However, complaint records were inconsistent and not always managed within the practice policy’s timescales. Managers investigated complaints, although the level of detail lacked in some complaint responses. 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.
EFFECTIVE: 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 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 took decisions in people’s best interests where they did not have capacity.
Since the last inspection, the practice had made improvements and is no longer in breach of regulation 12 for providing safe care and treatment.
People's experience of this service
People were positive about the quality of their care and treatment. Recent survey results, including from the National GP Patient Survey and the NHS Friends and Family Test, showed people were satisfied with services.
The survey showed that 95% of practice respondents felt their needs were met during their last appointment. The percentage of respondents who described their overall experience of this GP practice as good was 94%, which was significantly higher than the local and national averages.
There was an active patient participation group (PPG) who represented the views of people using the service. They met six weekly, and were recently involved in improving health and safety at the practice.