Our commitment to quality
Our commitment as a provider of healthcare has always been to best quality, best practice and best outcomes in everything we do.
Our commitment as a provider of healthcare has always been to best quality, best practice and best outcomes in everything we do.
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.
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.
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.
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.
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.
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!
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.
Thanks for performing total knee replacement on me. Due to your excellent skills I am improving daily and leading an active life once again!
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.
Thank you for taking such good care of me on 23rd November and putting me at ease.
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.
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.
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.
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
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.
Lovely people, kind and considerate to old fools such as myself (85). Very pleasant experience, considering l was petrified.
My wife recently had a cataract operation here and cannot fault the care and attention given to her by all the staff involved.
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.
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.
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.
I very much appreciate the passion and attentiveness of you and your caring staff.
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!
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
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!
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!
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.
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.
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!!!
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.
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.
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.
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.
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.
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.
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.
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.
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.
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!
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.
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.
I had the best experience ever for my hip replacement. Would highly recommend, thank you to all the staff involved throughout
I highly recommend Practice Plus Group! I had eye surgery yesterday and already can see clearly.
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.
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!
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.
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.
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.
Very polite and helpful staff at all levels. Friendly consultant who explained everything clearly. Extremely efficient x-ray department and choice of treatments.
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.
October 2020 I had total knee replacement, NHS referral. My experience was excellent…everyone was caring, listening and very professional.
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.
Well organised from start to finish. Staff so friendly & reassuring. Excellent facilities & a really personal service provided.
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