- GP practice
Castlegate & Derwent Surgery
Assessment report published 3 June 2026
Contents
Ratings
Our view of the service
Date of Assessment: 6 February to 11 February 2026
Castlegate and Derwent Surgery is a GP practice and delivers service to just over 17,800 patients under a contract held with NHS England. Information published by Office for Health Improvement and Disparities shows that deprivation within the practice population group is in the 8th decile (8 of 10). The lower the decile, the more deprived the practice population is relative to others. This assessment considered the demographics of the people using the service, the context the service was working within and how this impacted service delivery. Where relevant, further commentary is provided in the quality statements section of this report.
The service lacked a good learning culture. Clinical Leaders did not always investigate incidents. People were not protected and kept safe. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were not enough staff with the right skills, qualifications and experience. Managers made sure staff received training.
People were not involved in assessments of their needs. Some staff reviewed assessments taking account of people’s communication, personal and health needs. Care was not always based on the latest evidence and good practice. Staff did not always work with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff did not always make sure people understood their care and treatment to enable them to give informed consent. Staff did not always involve those important to people when they took decisions in people’s best interests where they did not have capacity.
People were not always treated with kindness and compassion. Staff did not always protect their privacy and dignity. People were not treated as individuals and did not always have choice in their care and treatment. The service did not support staff wellbeing.
People were not involved in decisions about their care. People knew how to give feedback however were not confident the service took it seriously and acted on it. The service was not easy to access.
Clinical Leaders and staff lacked a shared vision and culture based on listening, learning and trust. Clinical Leaders were not visible, knowledgeable and supportive in helping staff develop in their roles. Staff did not feel supported to give feedback and were not treated equally or protected from bullying or harassment. Staff understood their roles and responsibilities. Some leaders worked with the local community.
We found breaches of regulation in relation to safeguarding and receiving and acting on complaints. We have asked the provider for an action plan in response to the concerns found at this assessment.
This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.
People's experience of this service
People were positive about the quality of their care and treatment from nursing staff. People told us some clinicians were rude and dismissive. People also told us it was difficult to get an appointment. Recent survey results, including from the National GP Patient Survey told us 64% of patients who responded were satisfied with services. There was an active patient participation group (PPG) who represented the views of people using the service. Representatives from the PPG described a well-established group, they felt listened to by non-clinical leaders, however felt disappointed in the direction the surgery had moved over the last 12 months.