You are here

CQC rates Penrith GP Surgery as Outstanding

8 December 2017
Glenridding Health Centre
  • Media,
  • GP and GP out-of-hours services

The Care Quality Commission has found the quality of care provided by Glenridding Health Centre in Penrith, Cumbria to be Outstanding following an inspection carried out in October.

Inspectors rated the practice as Outstanding for being caring, responsive and well-led, and Good for being safe and effective, giving them their overall Outstanding rating.

A full report of the inspection has been published on our website.

Alison Holbourn, CQC’s Deputy Chief Inspector of General Practice said:

“Glenridding Health Centre was an impressive service that was delivering high quality care across all of the areas that we look at on inspection."

“The feedback we received from people using their services was extremely positive. The practice also listened to the feedback people gave and used it to improve their services."

“The practice is extremely well-led, with management always pushing for continuous improvement. We saw new innovations being used, such as piloting video consultations for housebound and elderly patients living in rural locations, to provide a responsive service to people."

“All of the staff at this practice should be very proud of the service they are providing. Other providers should look to them as an example of how to provide great care.”

Professor Steve Field, Chief Inspector of General Practice said:

“I am delighted to highlight the exceptional service which is being provided by this practice.”

The practice had launched a video consultation pilot for some of their housebound and elderly patients living in more rural locations. This not only allowed patients to access timely consultations with a practice GP, but also enabled more socially isolated patients to connect with other users of the system and access video games and puzzles.

The practice played an integral role in the local community and we saw numerous examples of joint working with other organisations to improve health outcomes, tackle care inequalities and obtain best value for money. The benefits of this reached beyond their own patient group, as they were able to help a nearby practice to improve their access to GP appointments.

Some of the CQC’s other findings included:

  • The practice proactively sought feedback from staff and patients, which it acted on. Rigorous and constructive challenge from people who use services, the public and stakeholders was welcomed and seen as a vital way of holding the service to account.
  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
  • The leadership drove continuous improvement and staff were accountable for delivering change. Safe innovation was celebrated. There was a clear and proactive approach to seeking out and embedding new ways of providing care and treatment.


For further information please contact CQC Regional Engagement Officer Kerri James by email or by phone on 07464 92 9966. 

Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here.

Please note: the press office is unable to advise members of the public on health or social care matters. For general enquiries, please call 03000 61 61 61.

Last updated:
8 December 2017

Notes to editors

To get to the heart of people’s experiences of care, we always ask the following five questions of services.

  • Are they safe?
  • Are they effective?
  • Are they caring?
  • Are they responsive to people’s needs?
  • Are they well-led?

For every NHS GP practice and out-of-hours service, we will look at the quality of care for the following six population groups: Older people, People with long-term conditions, Families, children and young people, Working age people (including those recently retired and students),People whose circumstances may make them vulnerable, People experiencing poor mental health (including people with dementia). 

Providers are required to display their ratings on their premises and on their websites so that the public can see their rating quickly and easily.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.