Our commitment as a provider of healthcare has always been to best quality, best practice and best outcomes in everything we do.
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 into 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.
Carpel tunnel surgery, Southampton – most impressive and very reassuring
I would like to express my thanks and appreciation for the recent treatment and surgery on my carpel tunnel issue. The expertise and professionalism shown by all the team in the operating theatre was most impressive and very reassuring. The nurse at my local surgery was most impressed and delighted with the quality of the stitches – I was even more delighted once the stiches had been removed. The grandchildren thought I had a caterpillar in my hand! Many thanks to all concerned.
by Geoff, Thank you card
Knee surgery, Shepton Mallet – everyone is 110% dedicated
I would just like to say a very big thank you to everyone at Practice Plus Group Hospital, Shepton Mallet from the receptionist who welcomes you with a smile and puts you at ease, the nurses who chat to you and make you feel special before your operation letting you know you’re in very safe hands, the surgery staff and doctors who operate and care for you during the operation. The after care quality has just been excellent, a nurse called me the day after I got home to make sure I was OK and didn’t need anything, the Physio staff making sure I’m recovering well, everyone at this hospital is 110% dedicated to caring for the patient to make sure you make a full recovery as fast as possible, thank you ever so much.
by David Evans
Knee replacement, Emersons Green – excellent care throughout
I had a uni-knee replacement operation on 20th February and six weeks later I am very pleased with it. I had excellent care throughout my stay and everything matched or exceeded my expectations. Although paying for it myself was daunting I am glad I had the op and the certainty of a set fee made it less worrying. I would recommend Practice Plus at Emersons Green to anyone else who can afford not to wait for an NHS operation.
by Amanda May, Google
Hip replacement, Plymouth – impressed with everyone and everything
I would just like to say that I was impressed with everything and everyone. From the moment I enquired about private treatment. I felt totally welcomed and put at ease by everyone with whom I came into contact. Whatever the art they played in my treatment. Practice Plus Group Hospital, Plymouth was recommended to me, as was Mr Miller. Not only will I pass on that recommendation, but I will have no hesitation in returning at some time for my second hip replacement. Thank you.
by Gillian Camp, Thank you card
Plymouth – wonderful care
Thank you so much for your wonderful care while I was with you. You were all so kind and gentle, patient and good-tempered. I cannot thank you enough for getting me through a difficult fortnight. There are too many to name, but I’ll never forget you. Everyone who gave me expert treatment, kind words and delicious food. Thank you.
by Pat Holness, Thank you card
Cataract surgery, Ilford – very satisfied patient!
I had my 2nd cataract operation at Practice Plus Group Ilford. I had both operations at this centre.
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!
by Mr Barry Cohen
Gastroscopy, Shepton Mallet – 10/10 to all staff
Came in for Gastroscopy (stomach observation via camera) at the Practice Plus Group Hospital, Shepton Mallet. From the helpful smiling face at reception to being assessed by staff, and discussion in theatre, all were helpful to put my mind at rest. The dedicated staff kept me calm which really helped me. A speedy report followed 10 minutes later, while waiting in a comfy chair. It did not feel clinical at all it had that personal touch, so 10/10 to all staff.
by Mr James Champion
Cataract surgery, Rochdale – the care given was second to none
I had my cataracts removed from both eyes at Practice Plus in Rochdale, one in March 2022 and the second in April 2022. The care I was given by everyone involved, from consultant to nursing team to the patient services team was second to none. I will be forever grateful to everyone who looked after me and made my sight better than it has ever been!
by Margaret Clayton
Hip surgery, Barlborough – I would recommend Practice Plus Group without a shadow of a doubt
I was particularly pleased with how well-mannered and attentive everyone was. I had my hip replacement operation at 11.30am and when I came out of surgery, a meal was waiting for me. I was told that if my blood test looked good and the surgeon was happy with me when he saw me at 5pm I could go home that night, and that’s what happened. It was seamless.
by Terence Watson
Hip surgery, Shepton Mallet – back walking almost five miles a day
I was amazed at both the lack of hip and knee pain and the fact that I could walk so soon after the surgery. I’m making a fantastic recovery and am back walking almost five miles a day, including steep hills, and doing the exercises advised by the physiotherapist. From my very first visit, the care and consideration I received from the staff at the hospital was wonderful. Everyone I met in every role was wholly engaged as they performed it – receptionists, cleaners, X-ray technicians, nurses, doctors and other health professionals. My experience was extremely well managed.
by Ian Keys
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!
by Brian Wood, Thank you card
Hip surgery, Shepton Mallet – we have saved £6,500
My wife had a total hip replacement yesterday at Practice Plus Group Hospital, Shepton Mallet. They were absolutely brilliant and if like me you maybe needing surgery but on a long waiting list and considering going private, they are definitely worth getting a quote from. We have saved £6,500 by going to them and not another private hospital. Her consultation was 27th May, operation 13th June, home on 14th.
by Mr Antoniou,
Cataract surgery – staff efficient and reassuring
I recently had cataract surgery at Croft Shifa Health Centre, Rochdale, with Practice Plus. I found them excellent and the outcome amazing. From referral by my Optician to the procedure on my second eye it took only 10 weeks, and this was through the NHS route. I was naturally frightened but I found the staff efficient and reassuring. The procedure itself was totally painless and I was given good advice on aftercare. The difference in my vision is just amazing so I am very grateful to Practice Plus. Thank you.
by Liz W, Trust Pilot
Gallbladder surgery – 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!
by Hilda Putt
Foot surgery – 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.
by Anne Hobbs, Thank you card
Knee surgery – one day knee replacement
It was fantastic: it all went very well and I was delighted that I had the opportunity to have surgery and be back home the same day. Everyone feels better recovering in their own home. Having met the team, I knew they were kind, professional and supportive. I was relaxed and confident about the surgery and looking forward to being pain-free.
by Adrian Roke
Knee surgery – 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!
by Chris Roberts
Hip surgery – 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.
by Brenda Sutton, Thank you card
Thank you for taking care of me
Thank you for taking such good care of me on 23rd November and putting me at ease.
by Carol Downing, Thank you card
Cataract surgery – outstanding surgical team
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.
by Iain Brew, Facebook
Cataract surgery – everyone very friendly
I went for my cataract assessment today and found everyone very friendly and I was put at ease about the procedure. I feel very relaxed to know that I’ll be in good hands when the time for my surgery arrives.
by Sandra Church, Google
Cataract surgery – 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.
by Philip Bevens, Google
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.
by Michelle Kagan, Google
Cataract surgery – 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
by Rosemary Jones, Google
Cataract surgery – thank you for the great care
Thank you to all the team at Devizes for the great care they gave my dad when he came in for his cataract operation in March. The team were all very caring and efficient looking after him very well. Thanks for the many follow-up phone calls by the team making sure he was followed up by his GP on his return home. Thanks again.
by Alison Packer, Google
Very pleasant experience
Lovely people, kind and considerate to old fools such as myself (85). Very pleasant experience, considering l was petrified.
by Peter Dixon, Google
Cataract surgery – 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.
by Chris Longdon, Google
Dental surgery – 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.
by Rachael Donaldson, Google
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.
by Chris Turner, Google
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.
by Iain Robertson, Google
Thanks for repairing me
Many thanks for repairing me, Mr Sadek, and making me whole again. After only a week I’m almost normal and fit again. Kind regards.
by Denise Envis
I very much appreciate the passion and attentiveness of you and your caring staff.
Hernia surgery – such a wonderful job
Huge thank you for taking such good care of my husband, Gary, who was in for a hernia repair. 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!
by Mrs Pilcher
Every member of staff was amazing
I attended St Mary’s 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.
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
by Laura Steer – Emersons Green Hospital, Twitter
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!
by Sue Bentley, Twitter
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!
by Joanna Masters, Twitter
Cataract surgery – quick and well organised
The whole process was very quick and well organised from first contact to being discharged. The initial telephone contact allowed me to ask questions and be directed to the clinic which would best suit my needs. Everyone involved was very friendly and quickly put me at ease. I was always explained choices and not pressured into any response. My concerns were fully answered enabling me to feel confident to go ahead. I loved my consultants humour during the procedure keeping me involved and relaxed. My eyesight is amazing now with no need to wear glasses so I’m extremely satisfied.
by Mary Hillman, Google
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.
by Ian Keys, Google
Colonoscopy – 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!!!
by Dianne Keys, Google
Cataract surgery – friendly, caring and professional
Attended for cataract surgery and cannot fault the care I received from every single member of staff. Following a warm and friendly welcome at reception, pre surgery checks were carried out in a friendly, caring and professional manner with everything clearly explained – this carried through to the actual procedure where theatre staff were so kind and reassuring.
by Yvonne Akrill, Google
Hernia surgery -outstanding
A big thank you to Mr Sadek and his team 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.
by Richard Lewis, Google
Cataract surgery – 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.
by Paula Stubbs, Google
Hernia surgery – 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 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 top notch.
by Jon “Jev” Ev, Google
Endoscopy – looked after all way through
The Endoscopy staff were fantastic 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.
by Jane Morgan, Google
Hip surgery – 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.
by Arthur Syson, Google
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.
by Alan Cole, Google
Dental surgery – 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.
by Liberty Davies, Google
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.
by Audrey Hartley, Google
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!
by Hugh Jego, Google
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.
by Carol Ison, Google
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.
by Gemma Hopkins, Google
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.
by John Coulthard, Google
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 – highly recommend
I highly recommend Practice Plus Group! I had eye surgery yesterday and already can see clearly.
Hip surgery – aftercare was brilliant!
I went in for my new hip and was out within 3 days! The aftercare was also brilliant – 10/10!
I just wanted to thank everyone at your urgent treatment centre, the receptionist was lovely, we were seen very quickly despite it being very busy. Thank you again.
by Natalie Cossar, Facebook
Cataract surgery – 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!
by Anonymous, Plymouth
Knee surgery – 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.
by Joy Lesley Wright
Knee surgery – 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.
by Susan Farmer
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.
by Ann Sturtridge
I visited this 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.
by M K
Knee surgery – 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 – 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!
by Mrs Hazel Showering
I would recommend Practice Plus Group and would use them again if I need to. So, so grateful to all of them.
by Fran Taylor
Well organised from start to finish
Well organised from start to finish. Staff so friendly & reassuring. Excellent facilities & a really personal service provided.
by John Telcot, NSRF Specialists
Nothing was too much trouble
The staff were so friendly & put me at ease. Lovely clean hospital.