GP Hub Parkway

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment: 11 Apr 2025 to 16 May 2025

We carried out this assessment as part of a programme to assess urgent care pathways in a sample of regions. We carried out an on-site inspection on 8 May 2025.

GP Hub Parkway is operated by Primary Care Partners Limited as part of Operose Health. The hub is part of the Croydon Urgent Care Alliance and commissioned by Croydon Health Services NHS Trust to provide care for minor injuries and illnesses. Care is provided by GPs, advanced nurse practitioners and a dedicated administration team provide support. This was 1 of 2 GP hubs operated by the provider in Croydon.

The hub operates on a same-day appointment basis with most patients referred from the NHS 111 service. Appointments are available from 8am to 8pm 7 days a week including national holidays and the service treats all ages, including infants.

Care and treatment can be provided for needs such as cuts and scratches, bites and stings, minor burns, minor injuries, and urinary tract infections. The hub does not provide emergency care and has a service level agreement as part of the commissioning arrangements to transfer patients to an urgent treatment centre or emergency department.

There was a good safety culture where staff investigated events and the senior team embedded learning to promote good practice. Staff provided safe care and treatment, and the environment, shared with other services, was safe and well maintained. Leaders planned staffing levels based on trends in demand and contingency plans were in place for significant delays. Staff delivered good care and treatment following evidence-based practice and people had good outcomes. Staff were kind, caring and compassionate. People could access care and treatment when they needed it. The department and staff were well-led by effective, competent leaders who embodied the cultures and values of their workforce.

There was a clear focus on addressing health inequalities in the local population and staff had a well-developed understanding of challenges in the local community, I which the service was embedded.

People's experience of this service

Patients and family with them were all positive about the service and said staff treated them with warmth and kindness. They felt care and treatment was effective and reduced the need for them to seek care elsewhere. Patients said they were seen quickly when they arrived and given enough information about next steps in their care and treatment. Feedback from patients through surveys was consistently positive and people appreciated rapid access to services when there were limited other options, and their registered GP could not offer an appointment. Negative comments reflected people’s frustrations with the wider health system and commissioning arrangements.