Message to Our Patients Following the Recent CQC Inspection

Posted on June 4th, 2026

We understand that some patients may have seen recent media coverage regarding the Care Quality Commission (CQC) inspection of Nettlebed Surgery and may have questions about the findings.

First and foremost, we would like to reassure our patients that the inspection did not identify concerns regarding the clinical care being provided by our doctors, nurses and wider clinical team. Patients continue to receive safe, compassionate and effective care, and the surgery remains fully open and operational.

The areas identified by the CQC related primarily to governance, documentation and operational processes. During the inspection it became apparent that a number of important records, monitoring logs and evidence of actions already taken by the practice were held within historic paper-based systems. Whilst these activities had been undertaken, the supporting evidence was not always easily accessible or visible during the inspection process.

Since the inspection, we have undertaken a significant programme of improvement and modernisation across the practice. This includes:

1. Introduction of a new digital practice management and governance system, replacing many historic paper-based processes.
2. Electronic monitoring and tracking of training, policies, procedures, audits and compliance requirements.
3. Enhanced governance oversight to ensure information is accessible, transparent and regularly reviewed.
4. Installation of a Wi-Fi enabled temperature monitoring system for vaccine and medication storage, providing continuous monitoring and improved reporting.
5. Strengthened recruitment and workforce planning processes.

The practice has also invested significantly in strengthening the team. Recent appointments include:

• A new Practice Manager who joined in May 2026.
• A new Practice Nurse who joined in May 2026.
• A new Dispensary Manager who joined in May 2026.
• A new Healthcare Assistant who joined in April 2026.
• A new Clinical Pharmacist joining in June 2026.
• A new GP joining the practice in August 2026.

Like many healthcare organisations across the NHS, the practice has experienced some staff turnover in recent years due to retirement, relocation and personal circumstances. We have actively recruited to these positions and are pleased to have strengthened our team considerably.

We have taken the CQC findings seriously and have worked at pace to address all areas identified. We are on track to provide a full response and evidence of improvements to the CQC within the required timescales.

We would also like to thank our patients for their continued support. The positive feedback received from patients during the inspection reflects the commitment, professionalism and compassion shown by our staff every day. We remain proud of the care we provide and are fully committed to continuous improvement.

Our focus remains simple: providing safe, high-quality healthcare for our patients and ensuring the practice continues to serve our community well into the future.

Nettlebed Surgery Team