During an assessment under our new approach
Date of Assessment: 4 September 2025 to 23 September 2025. Marden Medical Practice is a GP practice and delivers service to 11,080 patients under a contract held with NHS England. The National General Practice Profiles states that the patient ethnicity is 95.86% are white, 1.76% are Asian, 0.32% are black, 1.62% are mixed and 0.43 other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 8 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.
SAFE: The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks. The facilities and equipment were clean and well-maintained, and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Staff were supported with learning and development opportunities and had 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. When making best interest decisions staff involved those important to people but did not always ensure an assessment of mental capacity was undertaken.
CARING: People were treated with kindness and compassion and were involved in their care and treatment. The National GP Patient Survey results showed 81% of respondents stated that during their last appointment, the healthcare professional was good at treating them with care and concern. In addition, 72% of respondents found the reception and administrative team at this GP practice helpful. Staff shared examples of how they promoted privacy and dignity in their work. Where we saw patient privacy was compromised, action was promptly taken to improve patient experience. Leaders supported staff wellbeing.
RESPONSIVE: 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. People received fair and equal care and treatment. 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.
WELL-LED: Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers 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.