North Street Medical Care

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination.

As part of our focused assessment during our last inspection in December 2023, we rated this key question as requires improvement. At this assessment, improvements had been made and the rating has changed to good.

The service increased its scores in many of the indicators in the 2025 National GP Patient Survey compared to the scores we looked at during the 2023 survey, including access to the service and overall satisfaction. Scores in these indicators were above the local GP average and national average scores for almost all indicators. Feedback received from patients reflected the increased satisfaction.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service ensured people were at the centre of their care and treatment decisions, working in partnership with them to respond appropriately to changes in their needs.

The service received 116 responses to the 2025 National GP Patient Survey, a completion rate of 16%. Results from the survey showed that 88% of patients felt that the health professional they saw or spoke to was good at treating them with care and concern during their last GP appointment. This was higher than the local average GP score of 81% and higher than the national average score of 86%. Eighty three percent of patients who responded found the reception and administrative team at the service helpful. This was above the local average GP score of 77% and in line with the national average score of 83%.

We saw evidence of the Friends and Family (FFT) data. Feedback received was predominantly positive. The service analysed the feedback monthly and actioned any negative comments.

The service told us that it considered the demographics of the practice population, offered reasonable adjustments where required and took people’s preferences into consideration during appointments and when providing information. They understood the needs of its population and carried out initiatives for their care and wellbeing. For example, they introduced medical acupuncture to support a cohort of patients suffering from chronic pain. The service provided information to patients in formats to help patients understand their care, treatment and conditions as well as having access to interpreters, the provision of longer appointments where required and conducting home visits where needed.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We saw the service working in partnership with other services, including other practices within their Primary Care Network, to meet the needs of its patient population. The service signposted patients to community services where required. The practice provided services for three care homes and conducted home visits for patients where they were unable to attend the practice. The service had tailored its services to meet the diverse needs of its community, for example, working with other services to target immunisation uptake for children, focused group for prostate care and a weight management service. There were established mechanisms for engaging with the community healthcare provider.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service ensured the patient population had access to information that was beneficial to their health. They provided access to interpreter services, including British Sign Language. The service had staff who spoke different languages who were able to assist patients and had a hearing loop system. Information provided by the service met the Accessible Information Standard. Patients were informed as to how to access their care records. Support was provided to patients in using online services and where patients were unable to use online services, they provided assistance over the telephone or in person at the practice.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

Results from the 2025 National GP Patient Survey showed 88% of patients said the healthcare professional they saw or spoke to was good at listening to them during their last appointment, which had increased from the 62% score we identified during the last inspection in 2022. This was above the local average GP score of 82% and national average score of 87%. Ninety five percent of patients felt they were involved as much as they wanted to be in discussions about their care and treatment during their last appointment. This was above the local average GP score of 88% and the national average score of 91%.

The service reviewed data from Friends and Family Test (FFT) feedback, which we saw was predominantly positive. They analysed feedback provided and had put in place actions to address any negative feedback received.

The service had a Patient Participation Group (PPG) which engaged with the practice on a regular basis. We spoke with a member of the PPG who told us that the practice interacted positively with the group. They told us any feedback provided was taken on board by the management team and the PPG were consulted when changes were made in the practice. For example, improved accessibility from use of the car park and the addition of further clinical rooms.

The service had identified ways for people to share feedback and raise complaints about their care, treatment and support. Information was available for patients about how to make a complaint on the service website. The service had a proactive and positive culture of safety, based on openness and honesty. We saw evidence they had analysed the significant events and complaints received over the previous 12 months and had identified where actions needed to be taken and improvements made. We reviewed a sample of complaints and were assured patient complaints were being handled and responded to appropriately. The service shared its analysis of significant events and complaints with staff members to ensure that learning was embedded. Significant events and complaints were discussed at weekly meetings and as a standalone item in quarterly meetings. Minutes from staff meetings were saved onto the shared drive so staff who were absent could view them.

During our last inspection, we identified results from the 2023 National GP Patient Survey, which showed that 33% of patients found it easy to get through to the GP practice by phone. Results from the 2025 National GP Patient Survey showed that satisfaction had increased, as results showed 54% of patients found it easy to access the service by phone. This is above the local average of 51% and the national average of 53%. Results from the 2025 survey also showed that 59% of patients found it easy to get through to the service using their website, compared to the local average of 47% and national average of 51%. The service conducted an in-house patient survey at the end of 2025 which gathered 1,255 responses. Results showed that 55% of respondents found it very easy or fairly easy to contact the practice by phone, with 18% stating they found it neither easy nor difficult.

The service analysed the results of the National GP Patient Survey and made several changes since the last inspection in December 2023. This included a new telephony system that featured a call-back system, increasing the number of appointments, the recruitment of reception staff and expansion of physical space that had allowed the service to hold more appointments.

The service dedicated clinical sessions to minor surgeries and proactively reached out to patients to treat conditions such as skin lesions, bumps and lumps. The service informed us this had improved patient access and improved the quality of care and prevention for patients who may have symptoms of suspected skin cancer.

The practice opening hours were 8am to 6:30pm Monday to Friday at North Street Medical Care and Saturdays every fortnight. The branch surgery at Chadwell Heath Health Centre was open 8:30am to 6:30pm on Mondays, Tuesdays, Wednesdays and Fridays and open 8:30am to 1pm on Thursdays. The practice, at the time of the assessment, were in talks to open a second branch site in preparation for an increased population size with additional homes being built nearby. Urgent appointments could be made by using the online appointment request form, by telephoning the service or attending in person. Routine appointments could be made using the online appointment request form, by telephoning or attending the practice or using the NHS App. Reception staff were able to guide patients through the process of completing the online appointment request form and using online services where required. The service told us that appointments offered were meeting the demands of the patient population.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experiences or outcomes, and tailored their care, support and treatment in response to this.

Feedback provided by people using the service through the Friends and Family Test and through the Patient Participation Group was predominantly positive. Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local inequalities. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experiences and outcomes. Patients in vulnerable circumstances were able to register with the surgery, including those with no fixed abode such as homeless people and travellers. People that required annual checks were monitored and contacted by the service team to ensure they attended for the required appointments, for example patients with learning disabilities.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including end of life care.

The service worked collaboratively with other healthcare providers to support patients with end-of-life care. They discussed patients receiving end-of-life care at clinical meetings and liaised with the relevant teams to ensure a comprehensive management plan was in place. The service carried out weekly rounds on three care homes. Advanced care planning discussions were held about long term care with patients and their relatives where appropriate. This information was shared with other services when necessary.