You are here

Guildford GP practice to exit special measures following significant improvements

24 December 2015
  • Media,
  • GP and GP out-of-hours services

England’s Chief Inspector of General Practice has taken a Guildford GP practice out of special measures following improvements in the quality of its services.

In February 2015, New Inn Surgery on London Road, Guildford in Surrey was rated Inadequate under the Care Quality Commission's new approach to the inspection of GP practices and was placed into special measures.

In the latest inspection from October 2015, a specialist team of inspectors found that the practice had improved in all five key areas. The overall rating for the practice has moved from Inadequate to Good. The practice was rated as Good for providing services that were effective, caring, responsive, and well led but Requires Improvement for safety.

A copy of the report from this latest inspection has been published on this website today.

Professor Steve Field, Chief Inspector of General Practice, said:

"It is clear that New Inn Surgery has made improvements since our original inspection when we had serious concerns relating to the safe delivery of services and the leadership of the practice. The practice has been able to make significant improvements, and is now providing an accessible and clinically effective service. I am pleased to announce that New Inn Surgery will come out of special measures and I congratulate them on the progress that they have made so far. We will return in due course to ensure improvements are sustained.”

Ruth Rankine, Deputy Chief Inspector of General Practice for the South of England, said:

“When we inspected the practice in October 2015 we found improvements had been made in all areas. There was an open and transparent approach to reporting significant events and the practice was developing a strong learning culture.

“Action had been taken to address gaps in the leadership and ensuring that staff were supported.

“Progress had also been made to strengthen governance arrangements, however further work is needed in this area to fully embed the changes and make better use of patient feedback to drive continued improvements”

Inspectors found during the inspection in October 2015 the practice had made significant improvements since our last inspection in October 2014 and that they were meeting all of the regulations which had previously been breached.

Patients’ needs were assessed and care was planned and delivered following best practice guidelines. Patients spoke positively about the practice and told inspectors that staff were helpful and treated them with dignity and respect.

Staff had received appropriate training and further training needs had been identified and planned for.

Sarah MacDonald, Director of Commissioning at NHS England South (South East) said:

“Ensuring good quality GP services, which are safe and effective for all patients, is of great importance.

“Alongside colleagues from NHS Guildford and Waverley Clinical Commissioning Group (CCG), we have worked to support New Inn Surgery to improve services for their patients and we are pleased to see the commitment and hard work of the surgery’s team recognised.”

“This shows how the regulation process can help GP practices to identify and make any necessary improvements, so that they can deliver the best possible service to their patients.”


For further information, please contact John Scott, Regional Engagement Manager on 077898 75809. Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. Please note: the press office is unable to advise members of the public on health or social care matters. For general enquiries, please call 03000 61 61.


Last updated:
29 May 2017

Notes to editors

CQC has published a full report about New Inn Surgery.

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

Since January 2015, any GP practice that is found to be Inadequate on inspection will automatically be placed into special measures, opening the way to a package of support from NHS England. Within six months, CQC will carry out another comprehensive inspection. If the overall rating remains Inadequate, CQC will begin proceedings to cancel its registration, subject to the usual representations process

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 display of 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.