Horndean Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination.

At our last assessment, we rated this key question as Good. At this assessment, the rating remains Good.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Results from the 2025 NHS National GP Patient Survey showed 90% of respondents felt their needs were met during their last appointment. Care plans reflected physical, mental, emotional, and social needs of people including those related to protected characteristics under the Equality Act. Our review of clinical records showed people were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service worked in partnership with other providers to meet the needs of its population. The service had tailored its services to meet the diverse needs of its community, for example, building relationships with community groups to promote the take up of screening programmes. There were established weekly MDT meetings with care homes and regular liaison with community health teams ensured coordinated care for vulnerable people. Feedback from community services expressed how the service consistently provided an excellent service.

National GP Patient Survey results highlighted 76% of respondents felt they have had enough support from local services or organisations in the last 12 months to help manage their long-term conditions or illnesses. This was higher than the local and national average of 69%.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information to promote the take up of screening and immunisation programmes was available in a range of languages. The service had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. People were informed as to how to access their care records.

The service’s website contained clear and accessible information for people, including details on opening times, registration processes, services provided, the complaints procedure, and how to order repeat prescriptions. Information was presented in an easy-to-navigate format, supporting people to access key services independently.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The service had a poster in the waiting room to inform people of how to make a complaint as well as via their website. People were given the relevant advice when a complaint has been received and all complaint response times met the service’s policy expectations and were managed in line with the service’s complaints policy.

In response to being below the national target for cervical screening uptake, the service took action to improve their cervical screening uptake. Working with the service’s patient participation group (PPG), the service created a short video and posters to encourage people to attend screening and immunisation appointments. Further supporting these efforts, the service introduced a dedicated ‘Cervical Screening Board’ in the waiting room. This board featured people’s personal stories and experiences, contributed by people who used the service. Such experiences included an account from a person who, because they had attended their cervical screening, had early concerns detected and expressed immense gratitude for the outcome. The service felt the sharing of real-life stories by local people served as a strong encouragement for other people who may feel apprehensive about attending screening appointments. To promote a sense of achievement and encourage others, people who had attended a cervical screening appointment were also invited to pin a laminated butterfly or heart on the notice board in the waiting room. The service also motivated younger individuals to take part in choosing items for the board, helping them develop an early appreciation of cervical screening and view it as a beneficial practice.

The service also encouraged younger people to get involved in choosing items for the board, helping them develop an early understanding of the importance of cervical screening and view it as a positive step for their health.

The service also ran a women’s health clinic twice a week to discuss menopause and contraceptive changes. This enabled women to ask relevant questions before booking an appointment. The service told us all these actions had resulted in positive outcomes for people who fell in the 25-49 years age group for cervical screening and confirmed they had resulted in an increase of 2% attendance. In addition to the increase feedback from people was positive. Several people had left written messages on the display board, suggesting the campaign was engaging and reassuring.

The service made sure people could access the care, support and treatment they needed when they needed it. As of the 1 October 2025, the service had implemented the online and digital consultation access to be open all day for people. This enabled people to be able to request appointments or advice online anytime during the service’s working hours.

In response to the 2025 National GP Patient Survey data and from feedback from members of the community the service had identified changes to improve access. For example, they had extended appointments for people with a learning disability. People could access the service to suit their needs for example online, in person and by telephone. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. According to the 2025 National GP Patient Survey data, 88% of people responded positively to their overall experience of contacting the service, which was above the national average of 70%. Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. Staff understood the importance of providing an inclusive approach to care and adjusted support equity in people’s experience and outcomes. Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Our records review showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary.