- GP practice
Archived: Collington Surgery
Assessment report published 23 January 2026
Contents
Ratings
Our view of the service
Date of Assessment: 25 March 2025 to 27 March 2025. Additional information was requested in October 2025 and a further remote clinical search conducted on 19 December 2025.
Collington Surgery is located at:23 Terminus Road, Bexhill-on-Sea, TN39 3LR. This location has a dispensary and three additional branch locations at;
- Pebsham Surgery 119 Seabourne Road Bexhill-On-Sea East Sussex TN40 2SD
- Sea Road Surgery 39/41 Sea Road, Bexhill-On-Sea East Sussex TN40 1JJ
- Ninfield Surgery High Street Ninfield, Nr Battle East Sussex TN33 9JP (This branch has a dispensary service located on site).
Collington Surgery is a GP practice and delivers services to 17,637 people at the above locations under a contract held with NHS England. The National General Practice Profiles states that 94% of the patient population are white, 2% Asian, 1% Black, 2% mixed and 1% other. Information published by Office for Health Improvement and Disparities shows that deprivation in the practice population group is in the 6th decile (1 of 10). The lower the decile, the more deprived the patient population is relative to others. This assessment considered the demographics of the people using the service, the context the service was working in and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
This service took over the provision of services at the location in September 2024. At the last assessment of the previous legal entity in June 2023, we rated the service as requires improvement overall. We previously found it to be inadequate in providing well led services. We identified two breaches of the legal regulations in relation to safe care and treatment and good governance. At this inspection, we found the service had made necessary improvements.
SAFE: The service had introduced systems and processes to promote safe practices. We saw there were now systems and processes to identify, report and learn from significant events. Leaders investigated incidents thoroughly and there was evidence of learning and dissemination. Safe recruitment processes were now in place and safeguarding processes were known and followed by staff.
The service now had established and effective systems in place to manage medicines safely. People were being appropriately monitored and/or advised of potential risks relating to their prescribed medicines.
There were effective triage systems in place to ensure people were consistently assessed by the most appropriate clinician. Clinicians were overseen to ensure safe and effective practice. Staff received regular appraisals to ensure people received safe care and treatment.
The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated.
EFFECTIVE: 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 making best interest decisions where they did not have capacity.
CARING: 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 service supported staff wellbeing.
RESPONSIVE: People reported difficulties accessing the service by telephone. This was known by the service and being actively addressed in partnership with the patient participation group. Improvements had been introduced to the telephone system and access provision on the service’s webpage.
People were involved in decisions about their care. The service had improved the presentation and accessibility of information for people. People knew how to give feedback and were confident the service took it seriously and acted on it. The service worked to reduce health and care inequalities through training and feedback to improve patient experience of the service. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
WELL-LED: There were established and effective systems and processes in place which the new service had refined and embedded since taking over the location in September 2024. Governance systems were now established and operating effectively. Staff were encouraged and supported to give feedback and seek advice and guidance. Staff told us clinicians were accessible, receptive and supportive when they asked questions.
Leaders and staff shared a vision to provide good accessible and responsive care. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.
People's experience of this service
People were positive about the quality of their care and treatment. Recent survey results, including from the National GP Patient Survey published in 2025 showed improvements were required with 60% of respondents to the survey stating their overall experience of the service to be positive. This was below the local average of 76% and the national average of 75%. However, the NHS Friends and Family Test, showed higher levels of satisfaction with the service. Friends and Family Data from April 2025 showed 92% of respondents would recommend the surgery as good or very good to their friends and family.
There was an active patient participation group (PPG) who represented the views of people using the service. Representatives from the PPG met regularly with the practice team and shared information for example: staff changes, appointment changes and uptake of flu vaccinations.