Custom House Surgery, London: patient reviews and CQC rating
Custom House Surgery is a GP practice in London with 10,706 registered patients (September 2026). In the 2026 GP Patient Survey, 72% of its patients described their overall experience as good, against 77% across England (North East London: 71%). The Care Quality Commission rates it Requires Improvement overall, in a report published in July 2022. It has 2.1 full-time-equivalent qualified GPs, or 5,018 patients per GP.
Latest data: September 2026. Patient survey 2026; registered patients September 2026; appointments to August 2026.
What patients say about Custom House Surgery
Its result closest to England is the share who said their needs were met at their last appointment: 87%, against 90% across England. Its weakest is the share who found it easy to get through to the practice by phone: 44%, below the England figure of 57%. Of the 11 results in the table, 0 are above England and 5 below by more than the survey's margin of error, and 6 within it.
On overall experience it is 478th of the 648 practices in London with 50 or more responses. 44% found it easy to get through by phone (England: 57%). The overall experience result is 10 points higher than in 2025 (62%). 97 patients answered the survey (response rate 13%).
| Survey question | Custom House Surgery | North East London | England |
|---|---|---|---|
| Overall experience good | 72% | 71% | 77% |
| Easy to contact by phone | 44% | 55% | 57% |
| Easy to contact via the website | 54% | 53% | 58% |
| Easy to contact via the NHS App | 48% | 50% | 54% |
| Reception team helpful | 78% | 79% | 85% |
| Last contact good | 63% | 67% | 73% |
| Wait for appointment about right | 58% | 62% | 69% |
| Listened to well | 80% | 83% | 87% |
| Treated with care and concern | 82% | 82% | 86% |
| Confidence and trust in the clinician | 85% | 91% | 93% |
| Needs met | 87% | 87% | 90% |
CQC's overall rating for Custom House Surgery is Requires Improvement, published in July 2022. 3 key questions are rated differently: Safe Good, Well-led Good and Caring Good. It held the same rating in the report before (December 2021).
| Key question | Rating |
|---|---|
| Safe | Good |
| Well-led | Good |
| Caring | Good |
| Responsive | Requires Improvement |
| Effective | Requires Improvement |
10,706 patients were registered at Custom House Surgery in September 2026, down 1.0% on a year earlier (England: down 1.1%).
8% of its patients are aged 65 or over, against 19% across England. With 2.1 full-time-equivalent qualified GPs, there are 5,018 patients per GP, more than the England figure of 2,171 and North East London's 2,551. The practice also has 1.1 nurses and 2.8 other clinical staff such as pharmacists and physiotherapists (full-time equivalent).
| Year | Qualified GPs (FTE) | All GPs incl. trainees (FTE) |
|---|---|---|
| August 2023 | 2.1 | 2.1 |
| August 2024 | 2.1 | 2.1 |
| August 2025 | 2.1 | 2.1 |
| August 2026 | 2.1 | 2.1 |
From June 2026 to August 2026 the practice recorded 5,455 appointments a month, or 510 per 1,000 registered patients (England: 510). 48% were face to face (England: 63%). 46% took place on the day they were booked and 2% more than 28 days after booking (England: 45% and 5%).
30% were with a GP rather than another member of the practice team. 7% of booked patients did not attend.
| Measure | Custom House Surgery | North East London | England |
|---|---|---|---|
| Appointments per 1,000 patients a month | 510 | 456 | 510 |
| Face to face | 48% | 58% | 63% |
| Same day as booked | 46% | 46% | 45% |
| More than 28 days after booking | 2% | 2% | 5% |
| Did not attend | 7% | 7% | 4% |
Compared with England, the practice has a higher share of patients on its registers for serious mental illness (1.5% against 1.0%). It has a lower share for osteoporosis (0.1% against 1.2%), palliative or supportive care needs (0.1% against 0.6%) and dementia (0.2% against 0.8%). The practice's patients live in areas with an average deprivation score of 32.9 (England: 21.8; higher is more deprived).
Life expectancy for its patients' neighbourhoods is 80.9 years for women and 75.5 for men (England: 83.0 and 79.1).
| Condition register | Age group | Practice (2024/25) | England |
|---|---|---|---|
| High blood pressure | All ages | 11.6% | 15.2% |
| Depression | 18+ yrs | 9.8% | 14.3% |
| Diabetes | 17+ yrs | 7.8% | 7.9% |
| Chronic kidney disease | 18+ yrs | 4.4% | 4.6% |
| Asthma | 6+ yrs | 4.1% | 6.6% |
| Coronary heart disease | All ages | 1.6% | 3.0% |
| Cancer | All ages | 1.6% | 3.8% |
| Serious mental illness | All ages | 1.5% | 1.0% |
| COPD | All ages | 1.3% | 1.9% |
| Stroke and TIA | All ages | 1.0% | 1.9% |
| Atrial fibrillation | All ages | 0.8% | 2.2% |
| Rheumatoid arthritis | 16+ yrs | 0.7% | 0.8% |
| Heart failure | All ages | 0.6% | 1.1% |
| Epilepsy | 18+ yrs | 0.6% | 0.8% |
| Learning disability | All ages | 0.6% | 0.6% |
| Peripheral arterial disease | All ages | 0.3% | 0.6% |
| Dementia | All ages | 0.2% | 0.8% |
| Palliative care | All ages | 0.1% | 0.6% |
| Osteoporosis | 50+ yrs | 0.1% | 1.2% |
| Screening coverage | Period | Practice | England |
|---|---|---|---|
| Bowel cancer screening (aged 60 to 74) | 2024/25 | 64.8% | 72.9% |
| Breast cancer screening (women aged 53 to 70) | 2024/25 | 60.5% | 72.2% |
| Cervical screening (women aged 25 to 49) | 2023/24 | 65.8% | 67.5% |
| Cervical screening (women aged 50 to 64) | 2023/24 | 78.4% | 74.9% |
Custom House Surgery, 16 Freemasons Road, London, E16 3NA. Phone: 020 7476 2255. Website: www.customhousesurgery.com.
| Nearby practice | Distance | Overall experience good |
|---|---|---|
| Dr Encarnacion Ruiz-Gutierrez | 0.8 km | 60% |
| Glen Road Medical Centre | 1.2 km | 66% |
| Star Lane Medical Centre | 1.3 km | 62% |
| Greengate Medical Centre | 1.4 km | 82% |
| Balaam Street Surgery | 1.6 km | 74% |
- Dr Encarnacion Ruiz-Gutierrez (60% overall experience good)
- Star Lane Medical Centre (62% overall experience good)
How do patients rate Custom House Surgery?
In the 2026 GP Patient Survey, 72% of patients described their overall experience of Custom House Surgery as good, against 77% across England. 44% found it easy to get through by phone.
How many patients are registered at Custom House Surgery?
10,706 patients were registered in September 2026, down 1.0% on a year earlier.
What is Custom House Surgery's CQC rating?
Requires Improvement overall, published in July 2022.
How many GPs does Custom House Surgery have?
2.1 full-time-equivalent qualified GPs (2 qualified GPs by headcount), which is 5,018 patients per GP against 2,171 across England.
Are appointments at Custom House Surgery face to face?
48% of appointments from June 2026 to August 2026 were face to face, against 63% across England.
What is Custom House Surgery's phone number?
020 7476 2255.