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CQC rate the New Inn Surgery, Guildford as inadequate

8 May 2015
New Inn Surgery
  • Media

CQC Chief Inspector of General Practice has rated the New Inn Surgery, Guildford as inadequate.

A specialist team of inspectors rated the service provided by New Inn Surgery, Guildford as being inadequate for safe, and well-led, requires improvement for effective and responsive whilst being good for being caring. This means that the practice has been given an overall rating of inadequate.

Under CQC’s new programme of GP practice inspections, led by Professor Steve Field, Chief Inspector of General Practice, all of England’s GP practices are being inspected and given a rating.

The practice was inspected in October 2014 by an inspection team which included two CQC inspectors, a practice manager and a GP specialist advisor. A full report of this inspection has been published on the CQC website today.

Inspectors found the practice did not have a robust system to manage and review any risks to vulnerable children, young people and adults. There were no training records in place which showed that all staff had received relevant role specific training on safeguarding.

CQC observed the practice did not have robust systems in place for reporting, recording and monitoring significant events, incidents and accidents. There were records of three significant events that had occurred during the last 18 months. Inspectors were able to review these but, there was no learning recorded from the events and there was no evidence to demonstrate how the practice had learned from these and that the findings were shared with relevant staff.

The Care Quality Commission has identified 9 specific areas for improvement the practice must take including:

  • Improve staff awareness of protecting patients from abuse and who to report concerns to.
  • Improve the management of medicines in relation to the safe storage and administration of vaccinations and immunisations.
  • Ensure recruitment arrangements include all necessary employment checks for all staff.
  • Develop a system to ensure all staff receive the appropriate mandatory and other training appropriate to their role. For example: Mental Capacity Act 2005, chaperoning and infection control.

Ruth Rankine, Deputy Chief Inspector of General Practice said:

“The way in which the New Inn Surgery operated failed to meet the fundamental aspects of good care that people have the right to expect - high quality, compassionate and safe. There were some positive aspects within the surgery and overall we rated the service as good for caring, such kindness is a vital aspect of good quality care. The failure to have systems in place to monitor and review the quality of the service exposed people to unacceptable risks. Overall we rated the service as inadequate as we found that the provider was failing people in a number of key areas and exposed people to unacceptable risks.

“It is vital that New Inn Surgery takes action to address the concerns we identified at this inspection. The provider has a responsibility to ensure that people are safe and protected from the risk of harm. All people using the surgery services have a right to receive care which is of a high quality, compassionate and safe

"The service will be kept under review and if needed could be escalated to urgent enforcement action. Where necessary another inspection will be conducted within a further six months"


For further information please contact CQC Regional Engagement Manager, John Scott on 07789 875809. Alternatively, the CQC press office can be contacted on 0207 448 9401 or out of hours on 07789 876508.

Last updated:
29 May 2017

Notes to editors

CQC has published a full report on the New Inn Surgery.

Patients registered with practices which are placed into special measures should be aware that the package of support being offered by NHS England and the Royal College of GPs will ensure that there are no immediate risks to patient safety at these GP practices whilst improvements are being made. This does not mean that these practices will close. 

To get to the heart of people’s experiences of care, we always ask the following five questions of services.

  • Are they safe?
  • Are they effective?
  • Are they caring?
  • Are they responsive to people’s needs?
  • Are they well-led?


For every NHS GP practice we will look at the quality of care for the following six population groups:

  • Older people
  • People with long-term conditions
  • Families, children and young people
  • Working age people (including those recently retired and students)
  • People whose circumstances may make them vulnerable
  • People experiencing poor mental health (including people with dementia)

Since 1 April, providers have been required to display their ratings on their premises and on their websites so that the public can see their rating quickly and easily. Further information on the requirement for providers to prominently display their CQC ratings.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.