\n Burnett Edgar Medical Centre, on Central Drive, Walney Island, was assessed on October 15, 2026, with the CQC\u2019s report published on October 22.\n<\/p>\n
\n The practice, which provides services to around 4,076 people, was assessed across all five of the regulator\u2019s key areas: safe, effective, caring, responsive and well-led.\n<\/p>\n
\n Inspectors said: \u201cStaff treated people with kindness, empathy and compassion, and respected their privacy and dignity.\u201d\n<\/p>\n
\n The practice was also praised for giving patients access to care when they needed it, with inspectors finding people could use the service online, in person and by telephone, while home visits were available for vulnerable patients.\n<\/p>\n
\n Results from the 2026 National GP Patient Survey showed the practice performed better than the national average in several areas.\n<\/p>\n
\n Some 90 per cent of respondents said the healthcare professional at their last appointment was good at treating them with care and concern, compared with a national average of 86 per cent.\n<\/p>\n
\n Meanwhile, 80 per cent described their overall experience of contacting the practice as good, against a national average of 73 per cent.\n<\/p>\n
\n The report said: \u201cThe service always treated people with kindness, empathy and compassion and respected their privacy and dignity.\u201d\n<\/p>\n
\n Inspectors also highlighted the practice\u2019s work to tackle loneliness and isolation through social prescribing.\n<\/p>\n
\n A fully accessible community garden has been created at the surgery, where social prescribers are able to hold events for patients and the wider community.\n<\/p>\n
\n The CQC said: \u201cLeaders we spoke with described how this had been well received within the community with people using it to grow plants, fruit and vegetables and as a meeting point to socialise within the designated seating areas.\u201d\n<\/p>\n
\n The practice was also found to have performed better than the England average for several cancer screening programmes, including breast and bowel cancer screening.\n<\/p>\n
\n Inspectors found there were enough appropriately qualified and experienced staff, while the premises and a sample of equipment examined during the inspection were found to be visibly clean.\n<\/p>\n
\n The report said: \u201cThe service made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development.\u201d\n<\/p>\n
\n The CQC also highlighted the introduction of a new clinical system and an artificial intelligence receptionist.\n<\/p>\n
\n Members of the practice\u2019s patient participation group had been involved in testing the AI receptionist, while inspectors said the new systems gave leaders detailed oversight of areas including triage, clinical records and staff records.\n<\/p>\n
\n The practice was rated Good for safety, effectiveness, caring, responsiveness and leadership, retaining the ratings from its previous assessment.\n<\/p>\n
\n Its highest numerical score was for effectiveness, at 79 out of 100, while safety, caring, responsiveness and well-led each scored 75 out of 100.\n<\/p>\n
\n The CQC said the practice had \u201ca positive and compassionate listening culture that focused on learning and development\u201d, while staff told inspectors they felt \u201csupported, valued and respected\u201d.\n<\/p>\n
\n The CQC said recent survey results and feedback from the patient participation group showed most people were satisfied with the service.\n<\/p>\n
\n Dr Farhan Amin, GP Partner, said: “The inspectors were considerate, polite and supportive throughout.\n<\/p>\n
\n “They focused firmly on patients and on staff, and they wanted to be sure we deliver safe and effective care.\n<\/p>\n
\n “They were also constructive and understood the pressures facing the whole NHS, in primary and secondary care alike, as demand rises and funding stays tight.\n<\/p>\n
\n “Keeping a Good rating in every area is a testament to the hard work of everyone at Burnett Edgar.\n<\/p>\n
\n “I would like to thank the whole team for their commitment to our patients.\n<\/p>\n
\n “But a Good rating does not mean our work is done.\n<\/p>\n
\n “We know many patients still struggle to get through to us.\n<\/p>\n
\n “Some wait a long time on the phone, and that is frustrating.\n<\/p>\n
\n “We also need to improve our premises and our services.\n<\/p>\n
\n “We see this result as a baseline to build on, not a finish line.\n<\/p>\n
\n “Listening to patient feedback from our surveys, our Patient Participation Group and other forums, we have been working with our PPG, patients, staff and our own IT team on a three-year transformation plan, which we also shared with the CQC inspectors.\n<\/p>\n
\n “Its aim is to improve access and respond better to our patients’ needs.”\n<\/p>\n
\n This includes a new mobile-friendly and accessible website, as well as a new AI receptionist and online assistant called MARA coming in early December.\n<\/p>\n
\n MARA is currently being tested with a Patient Participation Group, and once live, will let patients explain what they need in their own words, check the request isn’t an emergency and pass it straight to the right person in the team.\n<\/p>\n
\n It will also help answer calls at busy times, or when staff are off sick, so patients aren’t left waiting in a phone queue.\n<\/p>\n