Millcroft Medical Centre

Updated 25 September 2025

Date of Assessment: 2nd and 3rd December 2025

We conducted this assessment because of information of concern received from patients over a period of time. Other intelligence held by Care Quality Commission indicated that the overall risk category was very high. We assessed all quality statements across the safe, effective, caring, responsive and well led key questions. The practice was rated requires improvement in the safe key question after a comprehensive inspection in 2019 and rated good when followed up in 2020. At this assessment we rated the practice good overall.

Millcroft Medical Centre is a practice that delivers services from their location at Eagle Bridge Health and Well Being Centre, Dunwoody Way, Crewe, CW1 3AW to 32,359 patients under a contract held with NHS England. The National General Practice Profiles states that the demographics of the population are mainly white British with approximately 4.3% Asian, 1.3% Black, and 5% mixed or other. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 4th decile (7 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.

Updated 25 September 2025

The provider used feedback from people using the service to make improvements. The feedback directly to CQC from Give Feedback on Care (GFOC) showed that patient experiences were mixed, with more negative results in previous years. However, we saw that feedback received was more positive in 2025. Negative responses related to concerns around prescription errors and delays, culture, and lack of appointments. Feedback from Healthwatch was mixed with concerns around delays and difficulty gaining appointments. Results from the National GP Patient Survey were lower than expected around access to appointments, contact and satisfaction overall.

Once patients secured an appointment, their satisfaction increased. However, many results were still below the local and national averages, particularly about access. This was something the practice was working on to improve. The Patient Participation Group (PPG) had recently been disbanded, and the provider was considering new ways to use this group for the benefit of the whole practice population.