Dr A K & S Shah Also known as Goodmayes Medical Centre

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

At the previous assessment in October 2023, the practice was rated requires improvement because the results of the 2023 national GP patient survey were lower than local and national averages for providing caring services and there was limited work being carried out to address this. At this assessment, the practice was rated as good for Caring because the practice had made some changes in response to the findings of the survey and the practices own survey demonstrated some patient feedback had improved.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

At the previous assessment in 2023 the national GP patient survey results were lower than the national averages for providing care services. At this assessment the GP national patient survey carried out from January to March 2024 had 107 responses. This found 75% of patients stated the healthcare professional was good at treating the patient with care and concern, and 83% of patients stated to some extent or definitely they had confidence and trust in the health care professional they saw or spoke with. Although, these figures had improved from 2023, they remained below the national and local average responses. In response to the findings, staff had completed customer care training.

The practice had carried out their own survey during April and May 2025, where they had 14 responses. The responses were more positive than the GP national survey. For example, 13 found their overall experience of using the practice good or very good, most patients were either partially or fully satisfied with GP, nurse and receptionist care. In addition, the most recent friends and family responses showed 91.8% of patients would recommend the practice. CQC did not speak to patients on the days of the assessment.

We observed there were arrangements to ensure confidentiality at the reception desk. A private room was available if patients were distressed or wanted to discuss sensitive issues.

At the previous assessment in 2023 the national GP patient survey results were lower than the national averages for providing care services. At this assessment the GP national patient survey carried out from January to March 2024 had 107 responses. The evidence from the GP national patient survey demonstrated the practice mostly treated people as individuals. This found 84% of patients stated the healthcare professional they saw had all the information they needed about them during their last GP appointment, and 71% of patients stated the healthcare professional was fairly or very good at listening to them. The patients’ responses for these categories were below the national and local area national averages.

The practice had carried out their own patient survey during April and May 2025, where they had 14 responses. The responses were more positive than the GP national survey. For example, 13 found their experience of using the practice very good or good. In addition, the most recent friends and family responses showed 91.8% of patients would recommend the practice.

Patients were signposted to social prescribers and information about support groups which was available on the practice website. Staff told us they provided support and signposting to specialist bereavement services and would respond promptly to any cultural needs.

The evidence from the GP national patient survey demonstrated the practice mostly promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.The GP national patient survey carried out from January to March 2024 had 107 responses. This found 83% of patients stated they were to some extent or definitely involved as much as they wanted to be in decisions about their care and treatment, however this remained below the local average of 88%. The most recent friends and family responses showed 91.8% of patients would recommend the practice.

Patients whose first language was not English could access information in other languages on the practice website and staff were multilingual. In addition, patients had access to British Sign Language services and a hearing loop in reception.

The practice mostly listened to and understood people’s needs. The GP national patient survey carried out from January to March 2024, had 107 responses. This found 71% of patients stated the healthcare professional was fairly or very good at listening to them, 54% of patients knew what the next step would be after contacting the practice and 78% were aware within two days. In addition, 79% stated to some extent or definitely their needs were met. The patients’ responses for these categories were below the national and local area national averages. In response, the practice had rearranged the appointments to try to meet people’s immediate needs and was looking to recruit further receptionists. The practice had carried out their own survey during April and May 2025 where they had 14 responses. The responses were more positive than the GP national survey. For example, 13 found their overall experience of using the practice very good or good, most patient responses were either partially or fully satisfied with GP, nurse and receptionist care. In addition, most found the experience of making a routine or emergency appointment either trouble free or not so difficult. We also spoke with a member of the patient participation group who told us the GPs always responded to the needs of their patients and provided extra time so that patients could raise all their concerns. In addition, the most recent friends and family responses showed 91.8% of patients would recommend the practice.

Patient information leaflets and notices were available in the patient waiting area which told patients how to access support groups and organisations. The patient practice website was translatable into other languages and had information about healthcare conditions.

Same day appointments were available for patients who required immediate care. If patients came into the practice to ask for an appointment, staff told us they would support the patient with their request.

We were told flexible working were offered to staff to improve their wellbeing. Staff birthdays and religious festivals were celebrated. We spoke with staff who said they felt supported at work. Staff told us that they do not work alone

The practice had carried out a staff survey during 2025, 7 non-clinical staff had responded, most stated they felt supported by their manager, and their work was sometimes valued by the clinical team and 5 out of 7 were either satisfied or very satisfied with their roles. However, there was a mixed response whether staff felt the practice supported their wellbeing. For example, 3 stated yes, 2 stated somewhat and 2 stated no. Areas where they felt improvements were needed were more staff in reception, and further training in working hours. The practice had an employee assistance programme which provided advice and counselling.