Updated 31 December 2025
Date of Assessment: 3-6 February 2026. Heathot Medical Practice is a GP practice and delivers services to approximately 18,000 patients under a contract held with NHS England. The practice operates from three sites in Woking, Surrey. The National General Practice Profiles states that the practice population is approximately 80% White, 13% Asian, 2% Black, 4% mixed and 2% other. Information published by Office for Health Improvement and Disparities shows deprivation within the practice population group is in the 10 decile (10 of 10). The lower the decile, the more deprived the practice population is relative to others. This assessment 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 is a teaching and training practice, which means it supports fully qualified doctors undertaking their speciality training to become a GP as well as medical students. They also support trainees who are training to become paramedics, advanced nurse practitioners, nurses and pharmacists.
We carried out a comprehensive assessment and reviewed all quality statements due to the age of the previous rating and previous breaches of regulations.
The practice had a good learning culture and people could raise concerns, although some staff told us they did not feel comfortable to do so or that their concerns would be listened too. The facilities and equipment met the needs of people, however risks had not always been identified or mitigated. There were enough staff with the right skills, qualifications and experience. Staff managed medicines well and involved people in planning any changes. We found systems to ensure clinical tasks and referrals were not always working effectively.
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 took decisions in people’s best interests where they did not have capacity.
People were generally treated with kindness and compassion, although some patients told us they had not experienced this. 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 aimed to support staff wellbeing, although some staff told us they did not feel supported.
People were involved in decisions about their care. The practice provided information people could understand. Patients knew how to give feedback and were confident the practice took it seriously and acted on it. The practice worked to eliminate discrimination. People received fair and equal care and treatment. The practice worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Leaders and staff had a shared vision for a culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Some staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas. We found not all systems and processes were in place or operating as leaders intended.
Since the last inspection, the practice had made improvements and is no longer in breach of regulations in relation to staffing.
However, we found breaches of regulation in relation to safe care and treatment and good governance. We have asked the provider for an action plan in response to the concerns found at this assessment.