Chertsey Health Centre

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence practice leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The practice had a shared vision, strategy and culture. This was based on transparency, equity, equality, human rights, diversity, inclusion and engagement. Staff and leaders understood the challenges and the needs of people and their communities.

All staff that we spoke with shared the practice vision of providing good quality care to the community that could be accessed when needed, by putting the patient at the centre of everything they do. Leaders monitored and reviewed progress against the delivery of their strategy. The practice was aware of local challenges which affected their service and monitored appointment availability regularly to ensure it met patient demand. They were aware of increasing local demand for services and had ambitions to expand their provision in the near future.

Staff and leaders actively promoted equality and diversity and worked to identify the causes of any workforce inequalities. They demonstrated a positive and compassionate listening culture that focused on learning and development. Staff were positive about the culture within the practice and told us it was open and transparent. They felt supported to raise concerns which they knew would be listened to and acted on.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The practice had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

All staff we spoke with were clear on their individual roles and responsibilities. Leadership roles were effectively delegated to enable clear communication and governance pathways for the large staff group. Regular meetings and communication between the leadership team enabled consistent and effective oversight. Feedback from a 2025 staff survey showed a compassionate and inclusive leadership culture.

Leaders proactively supported staff and regularly met with them to complete appraisals and performance reviews. The provider had established governance processes in relation to the quality statements we reviewed during this assessment, which were appropriate for their service. Staff could access all required policies and procedures, which were kept up to date and reflected latest guidance.

Leaders held regular meetings with staff, during which they discussed emerging risks and potential improvements to the service. They clearly recorded any actions that arose from these meetings and shared these with staff. Leaders aimed to understand and improve ways of working to support staff wellbeing and improve delivery of care.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.