- GP practice
Hythe Medical Centre
Assessment report published 12 October 2026
Contents
Ratings
Our view of the service
Date of Assessment: 2 September 2026.
Hythe Medical Centre is a GP practice which delivers services to approximately 9,000 patients under a contract held with NHS England. The practice delivers services from 2 sites in Staines-Upon-Thames in Surrey. It is part of the Staines, Ashford, Sunbury, Shepperton, and Egham (SASSE 3) Primary Care Network (PCN), a group of GP practices who work together to provide services to people in the local community. It is also part of the Surrey and Sussex Integrated Care Board (ICB). This is the first inspection of the practice since the provider changed.
The National General Practice Profiles states that the ethnic make-up of the practice area is 82% White,11% Asian, and 7% Black, or originating from mixed or other ethnic groups. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 8th decile (8 of 10). The lower the decile, the more deprived the practice population is relative to others. This inspection considered the demographics of the people using the practice, the context the practice was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
The practice had a good learning culture and people were encouraged to raise concerns to facilitate staff learning and improve care. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people in decision-making and took decisions in people’s best interests where they did not have capacity.
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 practice supported staff wellbeing.
People were involved in decisions about their care. The practice provided information people could understand. People knew how to give feedback and were confident the practice took it seriously and acted on it. The practice was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment and were involved in planning their care. The practice worked to reduce health and care inequalities through training and feedback.
Leaders and staff had a strong shared vision and a positive culture based on listening, learning and trust. Leaders aimed to be visible, knowledgeable and supportive, and expressed a commitment to help staff develop in their roles. Staff felt encouraged to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked at a senior level within local networks to deliver the best possible care to the local community. They were receptive to new ideas and there was a culture of continuous improvement, with staff given time and resources to try new ideas.
People's experience of this service
People were positive about the quality of their care and treatment. Results of the National GP Patient Survey 2026 showed that 78% of respondents described their overall experience of this GP practice as good, compared to the national average of 77%. Results for those who indicated they had confidence in and were listened to by the healthcare professional at their last appointment, were just below national averages.
The NHS Friends and Family Test in August 2026 received 138 responses, of which 95% stated their experience of the practice was good or very good.
We received feedback from people using this practice, through our Give Feedback on Care facility on our website. This feedback was overwhelmingly positive and included praise for the reception team who were described as caring and efficient. The practice staff team was described as responsive, professional and compassionate, and there was a recurring theme of praise for an excellent service.
There was an active patient participation group (PPG) who represented the views of people using the practice. Representatives from the PPG described how leaders were open to their feedback and were enthusiastic in their efforts to make improvements to the patient experience. Members of the PPG had also been consulted about the plans for the new practice building, which will begin construction shortly.