Teh Mill Medical Practice in Godalming Receives Outstanding CQC Rating for a Second Time

The Mill Medical Practice in Godalming, Surrey, has once again achieved an ‘Outstanding’ rating from the Care Quality Commission (CQC), following an inspection in November. This recognition underscores the practice’s commitment to delivering high-quality, person-centered care to its approximately 16,800 patients [[1]].

CQC Inspection Findings

The CQC’s inspection revealed improvements in several key areas.While the practice maintained ‘Outstanding’ ratings for ‘Effective’ care, ‘Caring’ was upgraded from ‘Good’ to ‘Outstanding’. ‘Safe’ and ‘Responsive’ services were re-rated as ‘Good,’ and ‘Well-led’ saw a slight adjustment, moving from ‘Outstanding’ to ‘Good’.

Steven Paisley, CQC deputy director of operations in Surrey, praised the Mill Medical Practice, stating, “The Mill Medical Practice has shown a sustained commitment to providing outstanding care for people in Godalming. leaders have created a culture where staff are passionate about delivering high-quality, person-centred care.”

Exemplary Patient Care and Community Support

The CQC report highlighted numerous examples of remarkable care provided by the practice. Patients reported feeling listened to and actively involved in their healthcare decisions. Staff consistently went above and beyond to support patients wiht complex needs, including coordinating multiple medical procedures for individuals lacking the capacity to manage the process themselves, minimizing stress and ensuring timely treatment.

beyond individual patient care, the Mill Medical Practice actively supports the broader community. Initiatives included building relationships with local organizations to increase participation in screening programs and creating innovative “take-home packs” designed to assist families navigating referrals for neurodiversity assessments.

Innovative Practices and Positive Patient Feedback

Several innovative practices were noted during the inspection:

• Efficient Vaccination Program: Staff successfully vaccinated 1,838 people in a single morning, employing teamwork and creating dedicated, child-amiable clinics with staff dressed as popular TV characters to ease anxieties.
• Neurodiversity Referral Support: Recognizing the challenges families face with neurodiversity referrals, the practice developed step-by-step guidance packs to ensure all necessary data was provided.
• Improved Dialog: Quarterly meetings between GPs and administrative staff were introduced following patient feedback requesting improved communication channels.
• Proactive Home Visits: During home visits, staff proactively addressed patients’ non-medical needs, such as repairing heating systems to allow individuals to remain safely in their own homes.
• Reduced Waiting Times: A pilot program offering 14-day ECG monitoring in the community substantially reduced waiting times for heart monitoring from six to eight months to under three weeks.
• Active Patient Participation: An active patient participation group, meeting five to six times per year, regularly provided feedback that led to positive changes in practice operations.

Patient satisfaction was notably high,with over 80% of respondents describing their overall experience as “good” or “very good,” exceeding the national average of 75%.

The Importance of CQC Ratings

The Care Quality Commission (CQC) is an independent regulator responsible for inspecting and rating health and adult social care services in england [[1]]. Ratings are categorized as ‘Outstanding,’ ‘Good,’ ‘Requires enhancement,’ or ‘Inadequate’. These ratings provide patients with valuable insight into the quality of care they can expect from different providers and contribute to ongoing improvements within the healthcare system. As of recent data, 62 GP surgeries in England have received an “inadequate” rating [[1]].

The CQC encourages other practices to learn from The Mill Medical Practice’s success, highlighting their commitment to excellence as a benchmark for quality care.