Parkside Medical Centre

What CQC reported

The service is performing well and meeting our expectations.

People’s experience

Staff from care homes the practice supported described practice staff as generally approachable and helpful and feeling well supported. They said practice staff treated residents and care home staff professionally, respectfully and politely; with empathy, care and compassion; and with dignity. They described most staff took the time to help make sure residents felt listened to and involved residents, their families and carers in decisions about the residents’ care and treatment.

Feedback from people who used the service was mixed.

Generally, people were positive about staffs' attitudes, describing staff as polite, helpful, empathetic and kind.

Some patients said they had been happy with how the practice had responded to their concern, including the timeliness and detail of the practice's response and that they felt they had received the treatment they felt they needed. However, others said they did not feel the practice had supported and listened to them to fully assess, understand and address their concerns.

The GP Patient Survey is an independent national survey that tells us how people feel about their GP practice. The findings of the 2025 GP Patient Survey showed, of the people who responded to the survey, fewer were positive about their experiences of using the service when responding to questions about feeling treated with care and concern, listened to and their overall experience of the GP practice, compared with local and national averages. However, the numbers of people who were positive about being involved as much as they wanted to be in decisions about their care and treatment and having confidence and trust in the healthcare professional they saw were in line with local and national averages.

Some patients said they had been happy with the Total Triage system, saying they had received a prompt response that met their needs in a convenient way. However, others felt the system was not flexible enough, they were inappropriately signposted to other services when no appointments at the practice were available, and felt "forgotten about" when they did not receive a response to their query or were not kept informed.

Although carried out before the expansion of the Total Triage system in the practice, the 2025 National GP Patient Survey results showed fewer people were positive about access at the practice than the local and national averages.

The practice monitored responses to the National GP Patient Survey and the NHS 'Friends and Family Test'.

Although the provider felt the responses to the National GP Patient Survey were not representative of the practice, except for individual staff surveys, the provider did not share with us their findings from other work they may have done, such as patient surveys.

At the time of this assessment, the practice did not have an active Patient Participation Group (PPG) nor was the practice promoting a patient group.