- GP practice
Shakespeare Road Medical Centre
Assessment report published 27 January 2026
Contents
Ratings
Our view of the service
Date of Assessment: 12 November to 17 November 2025.
Shakespeare Road Medical Centre is a GP practice and delivers services to approximately 14,000 people under a contract held with NHS England. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 6th decile (6 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.
The service had effective safeguarding procedures in place to protect people from abuse and suitable arrangements to investigate incidents including outcomes shared with staff to mitigate risk and minimise reoccurrence. People received co-ordinated and joined up care, particularly when transitioning between services. People were given support to overcome health inequalities to ensure equal experience and outcomes. Leaders understood the challenges of meeting people’s needs and responded flexibly to ensure people could access care and treatment in a timely manner. The service demonstrated proactive engagement with the local community by collaborating and supporting vulnerable groups.
There were governance systems and processes to assess and monitor the quality and safety of the service. However, this was not always effective to address shortfalls in performance relating to infection prevention and control. In particular, we observed cleaning arrangements or outcomes following audits did not always comply with national guidelines.
People's experience of this service
People were positive about the quality of their care and treatment they received.
During our assessment, we found the people who gave feedback via the service’s Friends and Family Test (FFT) were largely positive and the service met or exceeded expected standards. Between July and October 2025, the service received feedback which showed between 80% and 82% of people surveyed said they would recommend the service to others and described their experience as positive. The service routinely reviewed feedback to identify themes and trends, discussed these at monthly meetings, and demonstrated how learning from feedback had been used to improve the experience for people using the service.
The National GP Patient Survey (GPPS) 2025 results showed the overall experience of accessing the service as below local and national averages, particularly in relation to telephone waiting times and appointment waiting times. However, we noted positive feedback who described the healthcare professionals they saw or spoke to as having listened to them and treated them with care and concern.
We reviewed feedback sent directly to the Care Quality Commission and feedback received by the provider from people who used the service. Staff and people who used the service reported a positive experience which included an emphasis on treating people with care and compassion. Feedback from members of the Patient Participation Group (PPG) highlighted they were listened to, valued and had seen positive changes to improve patient experiences. The PPG worked with the provider to understand, better reflect and responded to people’s needs. We also received feedback from community services which worked in conjunction with the service and stated they were able to access support and worked in a collaborative approach to providing care.