- GP practice
Saville Medical Group
Report from 6 June 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 19 November to 25 November 2025. Saville Medical Group is a GP practice and delivers service to approximately 42,000 under a contract held with NHS England. The practice operated as a single-practice Primary Care Network (PCN) and ran across 2 sites: City Centre Surgery and Newbiggin Hall Surgery. The National General Practice Profiles states that 6.2% of patients are aged 65 years or over, compared with the England average of 17.8%. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 4th decile (4 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.
This was a comprehensive assessment, undertaken due to the length of time since our last assessment.
The service fostered a positive learning culture, with staff confident to raise concerns and incidents investigated thoroughly. People were kept safe, and staff understood and managed risks well. Facilities were clean and met people's needs. Staff received training and appraisals; however, some gaps remained, including incomplete risk assessments and limited assurance that vaccination records were in place for both clinical and non-clinical staff.
People were involved in assessments of their needs, and staff considered individuals’ communication, personal, and health needs. Care was based on latest evidence and good practice. Staff worked collaboratively with all agencies involved in people’s care to achieve the best outcomes and ensure smooth transitions between services. They supported people to understand their care and treatment so they could give informed consent. Where people lacked capacity, staff involved those important to them and made decisions in their best interests.
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.
People were involved in decisions about their care, and the service provided information in ways they could understand. People knew how to give feedback and were confident it was taken seriously and acted upon. The service was easy to access and worked to eliminate discrimination, ensuring fair and equal care and treatment. It also aimed to reduce health and care inequalities through staff training and feedback. People understood their options, including the choice to withdraw or decline care, and were supported in planning their care.
Leaders were visible, knowledgeable, and supportive, actively helping staff develop in their roles. Staff felt able to give feedback and were treated equally, free from bullying or harassment. Roles and responsibilities were clearly understood. Managers engaged with the local community to deliver the best possible care and were receptive to new ideas. There was a strong culture of continuous improvement; however, some governance gaps were identified during the assessment, including no legionella risk assessments and limited assurance that staff vaccination records were up to date. Following the assessment, leaders told us they had taken prompt action and these issues were addressed.
People's experience of this service
According to the 2025 National GP Patient Survey, 78% of patients reported a good overall experience with the practice, above the national average of 75%. Additionally, 91% said the healthcare professionals they saw or spoke with treated them with care and concern, exceeding the national average of 86%.
The Patient Participation Group (PPG) worked well with the practice. Meeting agendas were pre-set, and additional topics could be raised during the meeting. Communication between the practice and the PPG was consistently open and timely. Members felt listened to, and suggestions were considered where possible. While the group did not fully reflect the wider patient population, particularly in terms of age, it remained engaged and proactive. The PPG contributed to service improvements by recommending that waiting room screens showed appointment details for longer, which the practice implemented. Other examples included adding prostate cancer information to waiting room screens and clarifying arrangements for private conversations at reception. Suggestions for improving collaboration included meeting more frequently and providing notice of forthcoming meetings.
Between May and October 2025, 904 patients were invited to complete the Friends and Family test (FFT), with 296 responses received. Feedback was positive, with an average of over 92% of respondents rating the service as good or very good.
Staff from the aligned care homes provided positive feedback regarding the standard of care delivered by Saville Medical Group to their residents, specifically noting that the care received from the practice was excellent.