Commitment to quality
Our priority is always to reflect this commitment to quality in the experience of our patients. We have long been at the forefront of the drive to improve clinical and non-clinical service standards across healthcare, championing the need for more transparent, accessible reporting.
- We were the first provider to have all hospitals and surgical centres rated ‘Outstanding’ or ‘Good’ by the Care Quality Commission (CQC), with a landmark ‘Outstanding’ across all categories for our Shepton Mallet hospital*.
- We deliver one of the country’s leading ophthalmology services, also rated ‘Outstanding’.
- Our Bristol call centre received the first ever overall ‘Outstanding’ rating for an NHS 111 service.
- We are the country’s largest provider of healthcare in prison environments.
It starts with the individual
Key to delivering the highest levels of quality care and service is the recruitment, training and monitoring of our teams. We recruit people with the best skills as well as a dedication to delivering the best care. We ensure they receive regular training and we frequently monitor their performance.
We are committed to providing consistent, high quality services to local communities and regularly engage with our patients and service users to ask for their feedback.
We use this feedback to develop robust action plans to ensure we have a programme of continuous improvement. We encourage openness and the honest reporting of any issues and, in the event of any performance or service shortcomings, we ensure a full and open review is carried out and shared widely.
Care Quality Commission (CQC)
We not only scrutinise our own performance, but are regularly reviewed and monitored by external parties, not least the CQC. CQC is the independent regulator of health and adult social care in England. CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.
CQC monitor, inspect and regulate services. Their findings are published, including performance ratings, to help people choose care.
Our hospital division was the first in the country to have all services rated ‘Good’ or ‘Outstanding’ by the CQC and our Bristol call centre received the first ever ‘Outstanding’ rating in the country for a 111 service.
Medical Practitioners Assurance Framework (MPAF)
The MPAF has been developed to improve consistency around effective clinical governance for medical practitioners across the independent sector.
CQC uses the MPAF’s principles in assessing how well-led an independent service is, with the framework a requirement of the NHS’ 2022/23 Standard Contract, which all independent sector providers of NHS-funded care must adhere to.
The framework was pioneered by Sir Bruce Keogh former National NHS Medical Director, with expert input from a balance of Independent Health Providers Network (IHPN) members and key external stakeholders, including the Patients Association, General Medical Council, Care Quality Commission (CQC), Department of Health and Social Care, NHS England/Improvement and Royal Colleges.
The MPAF contains key principles to strengthen and build upon the medical governance systems already in place in the independent sector. It sets out expected practice in a number of key areas. The MPAF is designed to align with existing legal and regulatory frameworks and work towards better implementation.
Leading the way in quality
Whether we’re in the top ten of best-performing hospitals for knee replacement operations or running endoscopy services that are considered among the best in the country, we don’t rest on our laurels but continue to push the boundaries and challenge the traditions of healthcare delivery.
View all of our Quality Accounts, Gender Pay Gap Reports and other legal documents.
*Rated ‘Outstanding’ when the hospital was known as Shepton Mallet Health Partnership run by Care UK (Shepton Mallet) Limited. We’re the same people providing the same services, just with a new name.
What our patients are saying
Knee replacement, Plymouth – absolutely brilliant
Absolutely brilliant experience for my wife who recently underwent knee replacement surgery. From diagnosis to surgery and nursing care, the staff have been exceptional throughout
Ilford – best hospital I have been to
This is the best hospital l have been too. Very friendly team of staff, nothing is too much for them, very helpful before and after surgery. Everyone had a smile on their face even cleaning staff which is Very rare. Meals there are also exceptionally good, even just sandwiches were presented very well. I would definitely recommend this hospital to others, and would return there myself if ever needed.
Knee replacement, Plymouth – amazing
Just had a right knee replacement. The nurses are amazing. 20 out of 10. Everyone very helpful, patient and kind!
Knee replacement, Plymouth – brilliant
Had a knee replacement and can’t praise this place enough. Was made to feel welcome from the time I entered to the time I left. Nurses and surgeons were brilliant would certainly recommend.
Knee replacement, Plymouth – quality of care and staff exceptional
Having a recent full knee replacement, I found the facilities, quality of care and staff exceptional. They all made you feel welcome and the treatment was more than I could wish for. Even down to the staff who made you feel at home. My anxieties were soon passing. The hygiene was excellent and the food, well I may have put on a little. All very fresh and too tasty for me to refuse. I’m so glad I came here and not Nuffield or Derriford. Even had a follow up call once home to check I was OK. Excellent.
Knee replacement, Plymouth – wonderful people
Just returned home from a full knee replacement surgery done by consultant Tomasz Wudeki and his surgical team, who were all wonderful people. I would also like to thank all the other care staff, every single person that I came across were very kind and friendly, they obviously love their job. I can’t find the words to describe how grateful I am to every person at practice plus
Hip replacement, Plymouth – excellent
My Brother, Andrew has just had a left hip replacement. From start through to the discharge I have to say has been excellent. Such a calm atmosphere, friendly and helpful staff, it makes a huge difference at a very stressful time. Our grateful thanks to everyone.
Hip surgery, Southampton – I could not have received any better treatment ANYWHERE
Carpel tunnel surgery, Southampton – most impressive and very reassuring
Knee surgery, Shepton Mallet – everyone is 110% dedicated
Knee replacement, Emersons Green – excellent care throughout
Hip replacement, Ilford – superb
I’ve had three procedures here now, two hip replacements and, on 03/05, my second knee replacement operation. I cannot fault my treatment at any point during my stay. The nursing team on Kingfisher Ward, both day and night, were superb. Very professional, very respectful and had a great sense of humour which put everyone at ease. The consultant surgeon, Mr Fabula, along with his very slick team, was awesome and did an amazing job as always. After about 30-40 minutes in recovery I was back on the ward where coffee/tea and toast was provided within minutes of arriving! Surgery is rarely fun, but the Kingfisher Ward Team made me feel absolutely as best as I could under the circumstances. The following day, the Physio Team were in and quickly assessed that I could use my crutches and do stairs, so after x-rays and a quick blood test, it was back home. I would like to take this opportunity to thank the Kingfisher Ward, the Kitchen and Physio Teams for taking the best care of me during my stay, and especially to Mr Fabula, who has now done three of my four joint replacements, for carrying out another top-quality surgical procedure. Thank you all.
Plymouth – wonderful care
Hip replacement, Plymouth – impressed with everyone and everything
Cataract surgery, Ilford – very satisfied patient!
I must report how pleased I have been with every aspect – efficient, friendly and skilled. Also, information both verbal and printed was spot on. I am a very satisfied patient!
Knee replacement, Ilford – first class surgeon
Had a knee operation on the 3rd May, at the Kingfisher Ward, the nurses and all staff and first class surgeon were all great made you feel very relaxed and you didn’t have to ask for anything as they were all spot on. This has to be one of the best hospitals I have been to, and the food was great. Thank you once again.
Knee replacement, Ilford – the whole team were phenomenal
I had my left knee replacement done, the whole team were phenomenal, from the nurses, kitchen staff, cleaners, porters. Absolutely loved how they all come in to introduce themselves with great big smiles on their faces. My anxiety disappeared and I felt in very safe hands as soon as I got there. I’m more confident now to go back for my right knee replacement in the near future, keep up the great work everyone, once again thank you all x
Knee replacement, Ilford – I couldn’t praise this unit enough
I had a full knee replacement on Tuesday and I couldn’t praise this unit enough. The nurses and catering staff were very friendly. The nurses also explained everything that was going to happen with my operation and answered any of my concerns. The doctor and anaesthetist also explained to me all about what they were going to do and checked that I was happy before they proceeded. After my operation the nurses were there to help with all my needs. This unit is covid/disease secure so no visitors are allowed but you can take in your mobile phone or tablet and the Wi-Fi is free.
Knee replacement, Ilford – from start to finish all the team were amazing
I can honestly say from start to finish all the team were amazing. My operation had to be cancelled due to unforeseen circumstances, but the surgeon and team made sure I was dealt with the very next morning. They were caring, considerate and above all else friendly.
Knee replacement, Ilford – treated me with respect and kindness
I had a knee replacement a few days ago and I cannot praise the staff here too highly. From the cleaners to the surgeons everyone treated me with respect and kindness. Every stage of my procedure was explained carefully to me and they made sure I understood it all. The lady that cooked and delivered food was a joy and the food was excellent and presented in a way that made you want to eat it. I am unable to give a name of someone who stood out as every single person was excellent. I was in over a weekend so the staff changed every day but this made no difference at all to my care. This centre should be used as an example to the rest of the NHS as to how it should be done. My sincere thanks to them all.
Gastroscopy, Shepton Mallet – 10/10 to all staff
Cataract surgery, Rochdale – the care given was second to none
Cataract surgery, Rochdale – delivered life changing results
This Autumn and Winter, I have had cataract surgery to both eyes carried out by the ophthalmic team at Rochdale. Friendly staff greet patients at clean, modern facilities after well-organised appointments…they run more to time than most health services and an outstanding surgical team delivered life changing results! I could not recommend this service enough.
Hip surgery, Shepton Mallet – back walking almost five miles a day
Hip surgery, Barlborough – I would recommend Practice Plus Group without a shadow of a doubt
Portsmouth – professional and kind
To all the medical team who looked after me. Thank you all so much for our professionalism and kindness. I thought the care you gave me was faultless and you made a stressful day almost enjoyable. Many thanks again, what a team!
Hip surgery, Shepton Mallet – we have saved £6,500
Cataract surgery, Rochdale – staff efficient and reassuring
Gallbladder surgery, Plymouth – kindness and efficiency
Thank you all so much for your kindness and efficiency, caring for me with my recent operation for gall bladder removal, I and my family so appreciate your hard work!
Foot surgery, Plymouth – surgery has been completely transformative
Dear Mr Brown, it is almost a year since you performed surgery on my second foot. The first operation being four years prior. I just wanted to write to say a huge thank you to you and all your wonderful team. Surgery has been completely transformative. My life returned to a much healthier lifestyle, long walks, gardening without pain and so much more fun! Thank you so much.
Knee surgery, Plymouth – leading an active life once again
Thanks for performing total knee replacement on me. Due to your excellent skills I am improving daily and leading an active life once again!
Knee surgery, Barlborough – all staff so friendly
A lovely place had a knee replacement all staff so friendly and caring great surgeon Mr Toth thankyou for making my stay so good
Diagnostic MRI, Barlborough – it’s all been 10/10
I’ve never left a review in my life but feel it essential to give credit to the outstanding service & care I have received from your practice. Today I have had an MRI scan which was challenging for me as a claustrophobic but the guys who did the scan were absolutely fantastic. They put me at ease instantly & made it possible for me to go through with the scan. I can’t praise enough the care I have received from yourselves. The receptionists, the doctor, the efficiency in getting me seen promptly, it’s all been 10/10. Thankyou.
Knee surgery, Barlborough – one day knee replacement
Hip surgery, Plymouth – at long last I am out of pain
Thank you very much for my TWO successful hip operations at long last I am out of pain and recovering well. Many thanks to you and all your staff. Best wishes.
Plymouth – thank you for taking care of me
Thank you for taking such good care of me on 23rd November and putting me at ease.
Cataract surgery, Gillingham – everyone very friendly
Cataract surgery, Gillingham – made my experience worry-free
I was very nervous at the start of my visit, but was absolutely amazed at the professional and caring service. The staff were so kind and helpful to make my experience worry free. The Surgeon was excellent and gentle, and I am so glad I had my eye surgery there. 100% a perfect day. Love to you all at Practice Plus Group, Gillingham.
Gillingham – fantastic treatment and lovely staff
Went in for an exploratory procedure on Friday. Absolutely fantastic treatment and lovely staff. The icing on the cake though was when I had a call on the Saturday morning from Barbara – one of the nurses there just to make sure I was OK. I had a few concerns and she chatted with me for 10 minutes or so and put my mind at rest! 100% recommended!
Gillingham – staff are so caring and compassionate
Had to attend Practice Plus today and had an amazing experience. Staff are so caring and compassionate I would recommend to anyone. This was as an NHS patient.
Cataract surgery, Gillingham – made to feel safe
My mum is 89 she was very frightened to have her cataract removed but when she got to the Gillingham practice from the start to the end she was made to feel safe with Mr R Govindan and the nurses on his team my mum is looking forward to having her other eye done
Cataract surgery, Devizes – thank you for the great care
Devizes – very pleasant experience
Lovely people, kind and considerate to old fools such as myself (85). Very pleasant experience, considering l was petrified.
Cataract surgery, Devizes – cannot fault the care and attention
My wife recently had a cataract operation here and cannot fault the care and attention given to her by all the staff involved.
Dental surgery, Devizes – highly recommend this place
Had to have a tooth out and for someone who was terrified, everyone here made me feel more relaxed and comfortable and were excellent from start to finish with my treatment! Thank you. Highly recommend this place.
I can not speak more highly of the staff here. Everybody I dealt with and saw with others were incredible, be it the surgeon or bed chaperones.
Best hospital I have ever been in
This is the best hospital I have ever been in. The care and efficiency were excellent. My operation was conducted by a top class surgeon and anaesthetist who made me feel relaxed and secure. The team in the Kingfisher ward were kind and professional with good bedside manners and sense of humour. There were no delays in the treatment. My stay was made as comfortable as possible and I thank everyone involved. I am now recovering well.
Portsmouth – Thanks for repairing me
Many thanks for repairing me, Mr Sadek, [Practice Plus Group Surgical Centre, St Mary’s Portsmouth] and making me whole again. After only a week I’m almost normal and fit again. Kind regards.
Portsmouth – Caring staff
I very much appreciate the passion and attentiveness of you and your caring staff at [Practice Plus Group Surgical Centre, St Mary’s Portsmouth].
Hernia surgery, Portsmouth – such a wonderful job
Huge thank you for taking such good care of my husband, Gary, who was in for a hernia repair at Practice Plus Group Surgical Centre, St Mary’s Portsmouth. He made a wonderfully quick recovery and didn’t even need so much as a paracetamol! Thank you everyone for doing such a wonderful job!
Portsmouth – every member of staff was amazing
I attended [Practice Plus Group Surgical Centre, St Mary’s Portsmouth] Treatment Centre on Sunday with my 7 year old daughter as she had broken her ankle and just wanted to feedback on our experience. The centre was exceptionally busy but every member of staff we encountered was amazing: positive, calm and just absolute stars! The situation could have easily felt really out of control with how busy it was but we were given regular updates to waiting times and to thank us for our patience. We were seen by a lovely woman on triage, the most smiley technician at X-ray and a doctor who took time to explain what was happening to my daughter. I just wanted to say thank you for everything you do.
Emersons Green – truly wonderful
I had an op today in Emerson Green and wanted to say how well I was looked after and cared for. Truly wonderful. Thank you
Emersons Green – excellent hospital
Above and beyond
Big shout out to Practice Plus Group Plymouth who went above and beyond to make my day case visit today as comfortable as possible, from the day case nurses to all the theatre staff. Special mention to Carly, Cathy, Amy and Elaine(?) nothing was too much trouble!
Emersons Green – incredibly slick and super friendly
Despite the most huge system demand, strikes and winter pressures the NHS still carries on, so grateful to Practice Plus Group for looking after me yesterday. You were incredibly slick, super friendly and got the job done!
Cataract surgery – quick and well organised
Hip surgery – tremendous skill, diligence and care
Tremendous skill, diligence and care at this hospital. They deserve their reputation as one of the best facilities in the UK for hip and knee replacements.
Colonoscopy, Gillingham – superb care
Attended for a colonoscopy, superb care from Siobhan the receptionist through to Kemi, the lady who carried out the procedure and everbody inbetween, such care and dedication rarely seen these days. Thanks to all, you made a daunting afternoon much, much better!!!
Cataract surgery, Gillingham – friendly, caring and professional
Hernia surgery, Portsmouth – outstanding
A big thank you to Mr Sadek and his team at Practice Plus Group Surgical Centre, St Mary’s Portsmouth for the outstanding way they looked after me during my hernia surgery. Everyone was so friendly and polite and looked after me so well. Thank you all of you.
Cataract surgery, Portsmouth – exceedingly courteous and helpful
Appointments staff exceedingly courteous and helpful getting both my elderly parents booked in for appointments on the same day and directly after each other, for eye surgery.
Hernia surgery, Portsmouth – very impressed
Very impressed by this team. All appointments ran to time and all staff empathetic, skilful, kind and friendly. Thank you for all the team at [Practice Plus Group Surgical Centre, St Mary’s Portsmouth] who dealt with my hernia surgery yesterday, it was a pleasure to meet you all. Great sense of team work and moral, and all communication and managing of expectations was top notch.
Endoscopy, Portsmouth – staff were fantastic
The endoscopy staff at [Practice Plus Group Surgical Centre, St Mary’s Portsmouth] were fantastic and put me at ease straight away. Dr Patel was so nice and what I thought was going to be a horrible experience, wasn’t. Looked after all way through.
Hip surgery, Southampton – would recommended to everyone
Had hip op recently. Big thanks to Mr Flood..Maria..and all the hospital staff they treated me with care ..respect thank you all for being there for me. Would recommended to everyone.
Southampton – service was excellent
The service was excellent and all the staff were kind and considerate and helpful during my stay. It’s never nice having to have a operation but they made the experience a lot better and I was very impressed.
Dental surgery, Southampton – reassuring and kind
All the staff were amazing friendly and helpful. They were understanding, reassuring and kind. The receptionist, the dental surgeon and the dental nurse were all fantastic. I can’t thank you enough for how kind you all were.
Knee surgery – from start to finish my treatment by all was amazing
I had a Partial Knee Replace at this hospital on the NHS. From start to finish my treatment by all was amazing. I cannot praise the care I had enough. The nurses are so friendly and caring. The hospital was very clean. A good choice of food. Highly recommend.
Really felt looked after
Staff were absolutely fantastic, really felt looked after. I was nervous about my procedure and the staff were reassuring and kind.
Procedure was smooth and painless. Many thanks all!
Knee surgery – so much care and compassion
I recently had a total knee replacement operation at Shepton Mallett hospital, and there are not enough words to describe what an amazing place it is.
Everyone I came into contact with from the beginning of my referral has been so positive. So much care and compassion, I cannot thank you all enough you are all angels.
Endoscopy – could not fault the care, thank you
Had a cystoscope done this morning I could not fault the care and the support from Christopher and the nursing team thank you from an anxious patient.
I found the hospital to be very clean, staff could not be more helpful and Nurses and ward team so caring nothing to much trouble, food first class, would recommend this hospital. Thank you to all the staff.
Hip surgery – best experience ever for my hip replacement
I had the best experience ever for my hip replacement. Would highly recommend, thank you to all the staff involved throughout
Cataract surgery, Southampton – highly recommend
I highly recommend Practice Plus Group! I had eye surgery yesterday and already can see clearly.
Hip surgery, Barlborough – aftercare was brilliant!
I went in for my new hip and was out within 3 days! The aftercare was also brilliant – 10/10!
Portsmouth – thank you
I just wanted to thank everyone at your urgent treatment centre [Practice Plus Group Surgical Centre, St Mary’s Portsmouth] – the receptionist was lovely, we were seen very quickly despite it being very busy. Thank you again.
Cataract surgery, Plymouth – fabulous practice
I had 2 cataract operations by the same surgeon and she was excellent! Both eyes are now perfect and operations went without a hitch! Aftercare was superb!
Knee surgery, Barlborough – amazing facility
This was my 2nd time as an inpatient at Barlborough for knee replacement surgery and in my opinion you couldn’t have this surgery at a better place. It is truly outstanding.
Knee replacement, Southampton – absolutely wonderful
I had a knee replacement in May 2022. I have to say that all of the staff from the consultant, the nursing staff and the entire team were absolutely wonderful.
Hernia surgery – a big thank you
I had a day case hernia repair yesterday and wish to thank all staff involved. Throughout the experience I felt reassured, fully informed and cared for.
Diagnostic imaging – brilliant in every respect
Very polite and helpful staff at all levels. Friendly consultant who explained everything clearly. Extremely efficient x-ray department and choice of treatments.
Portsmouth – brilliant service
I visited [Practice Plus Group Surgical Centre, St Mary’s Portsmouth] walk-in centre today and although there were quite a few people already there I was in and out in 15 minutes. They were very efficient and helpful.
Went here as a nervous patient. From the moment I arrived I was made to feel welcome and looked after extremely well. Practice Plus Group staff are just amazing and caring.
Knee surgery, Emersons Green – friendly and highly professional
October 2020 I had total knee replacement, NHS referral. My experience was excellent…everyone was caring, listening and very professional.
Dental surgery, Devizes – wonderful staff
I had a tooth out today which I had been dreading and due to this I was referred to the Devizes Surgical Centre for local anaesthetic. Despite being petrified, my experience was made 100 times better by the wonderful staff and even after having a bit of a panic during the procedure, I was calmed and cared for to such a great extent! Even down to one of the staff members holding my hand and soothing me to calm my breathing. Couldn’t have asked for anything more! Thank you all and especially to to team who helped me, I only remember a couple of names of Al & Toni, but the whole team were more than amazing!
Dental surgery, Devizes – no pain at all
Best dentist I’ve ever been to ! Had to have 2 teeth removed this week ! A very professional team took care of everything!
I would recommend Practice Plus Group and would use them again if I need to. So, so grateful to all of them.
Hip replacement, Southampton – everybody was so caring and kind
A big thank you to Practice Plus Southampton. I had my Total Hip Replacement on 1st February 23. Everybody was so caring and kind. Home the next day. Thank you again to Mr Khan and team.
Southampton – well organised from start to finish
Well organised from start to finish. Staff so friendly & reassuring. Excellent facilities & a really personal service provided.
Barlborough – nothing was too much trouble
The staff were so friendly & put me at ease. Lovely clean hospital.
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treatments carried out a month
or 'good' ratings by CQC
clean record for hospital acquired infections
of patients recommend Practice Plus Group