The CQC rated the West Ealing practice requires improvement on four of five areas and found repeated breaches. Patients scored it 84% for overall experience.
A West Ealing GP practice has been rated requires improvement by the Care Quality Commission for the second time running. The regulator published its assessment of Grosvenor House Surgery on 3 August. The practice, at Grosvenor House, 147 The Broadway, W13 9BE, looks after about 5,180 patients.
Four of the five areas the CQC rates came out as requires improvement:
- Safe: requires improvement
- Effective: requires improvement
- Caring: requires improvement
- Responsive: good
- Well-led: requires improvement
The assessment was announced in advance. Inspectors ran remote clinical searches on 17 June 2026 and visited the surgery on 22 June.
Why the CQC came back
This was not a routine check. The practice was last assessed in August 2022 and rated requires improvement then too. That assessment issued three requirement notices, now called action plan requests, for breaches of Regulation 12 on safe care and treatment, Regulation 17 on good governance and Regulation 19 on fit and proper persons employed.
The CQC says it returned because of that rating, the concerns found last time, and “information of concern made available to CQC”.
What inspectors found
The findings that carry the ratings are set out in the assessment report. On safety, the CQC recorded that:
- adults at risk of abuse and harm were not identified on the clinical record system, and there was no adult safeguarding register at the practice
- there was no evidence that routine audits of emergency medicines and emergency equipment were carried out
- there were gaps in staff training, safe recruitment practices, staff appraisals and in monitoring the safety of the environment
- actions from the fire safety and legionella risk assessments carried out in December 2025 were still outstanding
On care and treatment, inspectors found care plans for people with a learning disability or autism, and for people with mental health conditions, were “not personalised or complete”. A recall system was in place for patients who had not taken up cervical screening and childhood immunisations, but the report says its impact was not yet known.
The caring rating turns on staff rather than patients. The CQC found clinical staff treated people with kindness and compassion, and that patient dignity and privacy were respected. It also found staff “did not feel valued and appreciated” and that staff wellbeing “was not treated with the utmost importance by the service”.
Complaints were handled appropriately and in good time, the report says, but patients were not told about other routes of escalation.
The CQC found repeated breaches of Regulation 12 and Regulation 17, the same two regulations breached in 2022. It has asked the practice for an action plan.
What patients said, in figures the report did not use
The CQC’s report notes that it refers to the 2025 patient survey results, because the assessment was carried out before the 2026 results were published.
The 2026 results are out now. Ipsos published the GP Patient Survey on 9 July 2026, and on most measures Grosvenor House Surgery sits at or above the national figure.
| Question | Grosvenor House | England |
|---|---|---|
| Overall experience good | 84% | 77% |
| Confidence and trust in the clinician | 98% | 93% |
| Needs met at last appointment | 91% | 90% |
| Treated with care and concern | 89% | 86% |
| Easy to contact by phone | 46% | 57% |
| Enough support to manage long-term conditions | 57% | 70% |
Two things are worth saying plainly about those numbers. The bases are small, between 42 and 83 responses per question at this practice, so single percentage points mean little. And they measure something different from an inspection: patients are reporting their own experience, while the CQC is checking records, training, recruitment and governance behind the counter. A practice can be liked and still be failing an audit.
The two weak scores are the ones a patient would feel. Getting through on the phone is 11 points below the national figure. Support to manage a long-term condition is 13 points below.
The CQC’s own soundings were mixed. Feedback sent to the regulator through its online forms was negative, mentioning rudeness from staff and older patients being digitally excluded. The chair of the patient participation group gave positive feedback, and said the premises could be improved.
What it means for you
Nothing closes. Requires improvement is not enforcement. The practice stays open, stays on its NHS contract, and its NHS profile says it is currently accepting new patients. Inadequate is the rating below, and this is not that.
An action plan request is the mechanism to watch. The CQC has asked the provider for a plan in response to what it found. The regulator also notes that where it has begun regulatory action, it may publish that on its website only after representations and appeals have concluded. Nothing of that kind is published for this practice today.
If you have a long-term condition, the survey figure and the report point the same way: ask directly for a care plan review rather than waiting to be recalled. The CQC found care plans for people with a learning disability or autism, and for people with mental health conditions, were incomplete.
Your own experience is evidence the CQC uses. It takes reports from the public through its Give feedback on care form, and the report shows that feedback of exactly that kind fed into this assessment.
If you want to compare surgeries, the GP Patient Survey publishes every practice in England at gp-patient.co.uk, and CQC ratings for every GP practice in the borough are searchable on the CQC website.
Sources
- Grosvenor House Surgery, CQC service page (Care Quality Commission), for the ratings, the address, the phone number and the publication date of 3 August 2026.
- Assessment report AP19223 (Care Quality Commission), for the assessment dates, the 2022 history, the findings on safeguarding, emergency medicines, training, recruitment, fire and legionella actions, care plans, staff wellbeing, complaints, the repeated breaches of Regulations 12 and 17, the action plan request, the patient list size and the feedback the CQC received.
- GP Patient Survey 2026 (Ipsos for NHS England), practice code E85034, for the practice and England figures and the response bases.
- Grosvenor House Surgery NHS profile (NHS), for the registration status.
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