The Care Quality Commission inspected Stonecot Surgery in February.
The GP practice delivers NHS services to over 10,000 people in Merton and Sutton.
162 of 174 patients who submitted feedback during the inspection said they were entirely positive about the care they’ve received.
95% of respondents said staff listened to them well and treated people kindly and respected their preferences.
The practice rolled out a new tool last year which automatically identifies people with long-term conditions who were due for an appointment.
We’re told this has reduced overdue check-ups, meaning they spotted issues earlier.
Andy Ford, CQC deputy director of primary care and community services in London, said:
“We found Stonecot Surgery engaged exceptionally well with people in their care and their local community, and used this engagement to drive a culture of innovation and continuous improvement.
“Of the 174 people who sent us feedback during this inspection, 162 were entirely positive about the care they’ve received at Stonecot. Likewise, Stonecot’s patient participation group told us leaders often sought their feedback and input. For example, people told them phone wait times were too long, so leaders arranged additional training which cut these down.
“Stonecot Surgery also had an exceptional understanding of the diverse health and care needs of their local community and frequently launched projects to fill any gaps they found. In one example, they co-led a project improving care for people living with frailty, working alongside other health professionals and a local charity. They successfully reduced urgent care visits and shortened hospital stays for this group, resulting in the programme being taken on as a pilot for adoption across the whole borough of Merton.
“They also listened to their staff. On the suggestion of their team, they introduced appointments with administrative professionals, meaning people with non-clinical queries could be seen faster and clinical appointments were reserved for those who needed them. This also contributed to Stonecot’s 25% increase in available appointments between 2023 and 2025.
“These are impressive figures. In real terms, they mean people can access care and treatment when they need it. And they were made possible by supportive leaders who listen to people and act on what they hear.
“Everyone working at or with Stonecot Surgery shares in this outstanding rating and should be proud of the work they do. We hope other services look to this report for insights to promote improvements across the sector.”
