- GP practice
The Randolph Surgery
Assessment report published 8 December 2025
Contents
Ratings
Our view of the service
Date of Assessment: We conducted an inspection between 29 July to 1 August 2025. The Randolph Surgery is a GP practice that delivers service to 13,375 patients under a contract held with AT Medics Limited, part of the Operose Health Group. At the last inspection in 2020, the practice was under a partnership with a contractual relationship with Virgin Care Services Limited. The National General Practice Profile shows that 57.62% of registered patients are White, 13.88% are Asian, 8.95% are Black, 6.84% are Mixed, and 12.71% are Other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 7 decile (7 of 10). The lower the decile, the more deprived the practice population is relative to others. This inspection 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 met the needs of people, were clean and well-maintained and any risks mitigated. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well.
Effective: Staff reviewed assessments taking account of people’s communication, and personal needs. Care was based on latest evidence and good practice. Staff worked with other 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. Staff involved those important to people to make 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 needs. The service supported staff wellbeing.
Responsive: The service provided information people could understand and in different languages. The service was not easy to access, but people received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback.
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. There was a culture of continuous improvement with staff given time and resources to try new ideas.
People's experience of this service
We asked the practice to invite patients to share their experience of the service via the give feedback on care form on the Care Quality Commission (CQC)’s website. Overall we received 21 positive responses and 22 negative responses. The overall feedback from patients gathered from the inspection was mixed, this coincides with the feedback from patients we spoke to. We reviewed the National GP patient survey published in July 2025. The results for the questions were below the national and local averages and in most areas lower than the 2024 results. The practice was aware of these lower than average results and had an action plan in place to improve these outcomes. There was an active patient participation group (PPG) that represented the views of people using the service. We spoke with 5 representatives from the PPG, who echoed some of the same issues highlighted from the National GP patient survey. Representatives from the PPG described how managers are taking feedback onboard, such as implementing a weekly ‘meet the managers’ drop in clinic at the practice and patients can visit or schedule a call with the practice manager to help address any concerns.