- GP practice
Whitecliff Surgery
Report from 18 June 2025 assessment
Contents
Ratings
Our view of the service
Date of Inspection: 11 to 14 August 2025.
Whitecliff Surgery is a GP practice and delivers service to approximately 24,000 people over three sites under a contract held with NHS England. The National General Practice Profiles states that the service has a higher than average number of patients aged over the age of sixty. Information published by Office for Health Improvement and Disparities shows that deprivation in the practice population group is in the 7th decile (7 out of 10). The lower the decile, the more deprived the service population is relative to others. This inspection considered the demographics of the people using the service, the context the service was working in and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
This inspection covered the Safe, Effective, Caring, Responsive and Well-led key questions.
Following our last inspection on 26 October 2022, the service had improved their governance framework and is no longer in breach of the legal regulation relating to governance. The service ensured staff training and immunisation records were kept up to date, audits were completed and actions addressed, and systems for monitoring prescribing were in place. Staff were given protected time to complete training, which improved compliance with mandatory requirements.
The service had a positive learning culture where people could raise concerns and incidents were investigated thoroughly. People were protected and kept safe, risks were well managed, and facilities and equipment were clean, safe and well maintained. Staff had the appropriate skills and experience for their roles and were supported through training and development.
People were involved in assessing their needs, and care was based on the latest evidence and good practice. Staff worked with other agencies to ensure good outcomes and smooth transitions between services. People understood their care and treatment and, where needed, those important to them were involved in decisions.
People were treated with kindness and compassion. Staff protected their dignity, respected their preferences and supported their wellbeing. Feedback survey results were consistently above local and national averages. Staff wellbeing was prioritised and supported through a range of initiatives.
The service was responsive to people’s needs. Information was accessible, reasonable adjustments were made, and steps were taken to eliminate discrimination. People were confident feedback was acted upon, and inspectors saw improvements as a result.
Leaders and staff shared a clear vision and culture of openness, learning and trust. Leaders were visible and approachable, and staff felt supported and treated fairly. Governance systems were embedded, and staff understood their roles and responsibilities.
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. We received over 350 Give Feedback on Care submissions, which illustrated mixed experiences. The service had an established Patient Participation Group (PPG), which provided a structured way for people to share their views and contribute to improvements. For example, the PPG regularly reviewed feedback, suggested changes to appointment systems, and worked with the service team to develop patient information materials. Furthermore, the service had an established and engaged Youth Participation Group, who advised the leadership team on issues pertinent to their demographic such as online safety and mental health.