- GP practice
The Mill Hill Surgery
Assessment report published 30 June 2026
Contents
Ratings
Our view of the service
Date of Assessment: 17 to 19 March 2026. The inspection was carried out due to the length of time since the last inspection. The Mill Hill Surgery is a GP practice and delivers service to 7,330 patients under a contract held with NHS England. The National General Practice Profiles shows that 55.2% White, 13.9% Asian, 13.9% Black, 6.3% Mixed and 10.7% Other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 5th decile (5 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 practice had a good learning culture and people could raise concerns. People were protected and kept safe. Staff understood and managed risks. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals. Staff managed medicines well and involved people in planning any changes.
Effective: Staff reviewed assessments taking account of people’s communication, personal and health needs. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff involved those important to people took decisions in people’s best interests where they did not have capacity.
Caring: People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The practice supported staff wellbeing.
Responsive: The practice was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The practice 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 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.
People's experience of this service
People were positive about the quality of their care and treatment. We reviewed the NHS Friends and Family Tests (FFT) and the National GP Patient Survey published 2025.The results in this report will refer to the 2025 survey as the assessment was conducted before the 2026 results were published. For some aspects, people were more satisfied than people who were patients at other practices.
As part of our assessment the practice directed its patients to provide feedback directly to CQC via the Give Feedback on Care (GFOC) form. We received 69 positive responses and 23 negative responses. The overall feedback from patients gathered from the inspection was mainly positive. The negative feedback was mainly in relation to access, as the practice had introduced a Total Triage System in line with national primary care guidance. Leaders informed us they held sessions to educate and update patients on new ways of working and staff supported those that required assistance to complete the online form.
There was an active patient participation group (PPG) who represented the views of people using the service. Representatives from the PPG described how managers worked with the group to seek feedback and discuss potential improvements, for example improvements were made to the layout of the waiting area and the practice was in the process of implementing a gardening club as a result of such feedback.