Nexus Health Group

Updated 16 April 2024

Date of assessment: 25 and 26 November 2024. Nexus Health Group is a provider registered with CQC. The provider has nine sites with one site used at the CQC registered location. The sites were previously independent GP practices which merged to become Nexus Health Group in 2016. There were approximately 76,000 people registered with the service at the time of our assessment. We last rated this service under our previous methodology between 23 and 29 October 2019. The service was rated requires improvement overall and for the effective and responsive key questions, and good for safe, caring and well-led.

For this assessment we focused on the key questions of effective and responsive and have combined the scores for these areas with scores from the last rated inspection. The provider demonstrated improvements that have been made and we found they were now providing effective services. However, we found that the provider was not always providing a responsive service due to an overall decline in patient satisfaction. The service is no longer rated as requires improvement overall or in any of the key questions.

Updated 16 April 2024

We reviewed the National GP Patient Survey published in July 2024. The results indicated that the provider was performing below the national average scores for patient satisfaction in relation to equity in access, kindness, compassion and dignity and treating people as individuals.

We also asked the practice to invite patients to share their experience of the service via the Give Feedback on Care form on the Care Quality Commission’s website. We received 3 responses, all of which were positive. Patients told us they didn’t have to wait too long for an appointment and that staff were helpful and friendly.

We reviewed the information available on NHS.uk website. Since 2023 26 comments had been posted with 10 positive comments about the service provided by clinical and non-clinical staff. The remaining 16 comments described negative experiences relating to customer service, difficulty accessing appointments and a poor standard of care. The provider responded to all feedback where action was required.