Brig Royd Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This was a focussed assessment, which meant we did not assess all quality statements. Our rating is determined from the findings of both this assessment and our previous assessment(s). At our last assessment, we rated this key question as outstanding, and this remains unchanged due to the focussed nature of this assessment. However, updated quality statement scores have been issued where relevant.

This service scored 96 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service made sure people could access the care, support and treatment they needed when they needed it.

In addition to the service's core hours, appointments were available during evenings and weekends. There was good availability of appointments including online, face-to-face, and by telephone. Feedback from patients demonstrated they were often able to access appointments on the same day.

The National GP Patient Survey 2026 results showed 70% of respondents found it easy to contact the practice by telephone, compared with a national average of 57%. 69% found it easy to contact the practice via the website, compared with a national average of 58%. The survey also showed 68% respondents found it easy to contact the practice using the NHS App compared with a national average of 54%.

The service worked collaboratively with the PCN, and routinely reviewed patient demographics and population needs to ensure services were responsive to the local community. Leaders demonstrated understanding of barriers patients could experience when accessing healthcare services. For example, they recognised the main hospital was not served by a direct bus route and some patients with mobility difficulties experienced challenges attending hospital appointments. In response, the service had expanded the range of services available on site, including physiotherapy, mental health, and diabetic foot checks. In addition, the practice hosted a substance misuse recovery service which operated from the practice on a weekly basis.

An external partner told us the service was very patient-centred and went above and beyond to support patients, including carrying out home visits for those who were unwell and unable to attend the surgery.

Staff and leaders were innovative in how they listened to information about people who were most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment.

The service considered the individual needs of patients and adapted services accordingly to help ensure patients could access care in a way that met their needs. For example, a hearing loop was available to support patients with hearing impairments, an interpreter services was available to support patients communicate effectively and longer appointments were offered to patients with complex health needs to allow sufficient time for assessment, discussion, and care planning.

The service embraced cultural differences and held regular informal sessions for staff. Leaders told us these discussions supported mutual respect and understanding among colleagues and enhanced staff’s ability to provide culturally sensitive care to patients. For example, a staff member delivered a presentation on organ donation within the Jewish community, which helped the team developed a greater understanding of cultural and religious perspectives that may influence healthcare decisions. Staff told us these initiatives helped promote inclusivity and supported the delivery of person-centred care to the service’s diverse patient population.

Clinical staff met regularly during lunchtime to share learning and promote continuous professional development. Leaders and staff told us these meetings provided opportunities for the team to discuss learning points from clinical practice, encouraged reflective learning, and supported the consistent delivery of high-quality patient care.

As part of the service’s approach to supporting the population health, they delivered an educational session in a local school. The session was designed to improve young people’s understanding of healthcare services and promote healthy lifestyle choices from early age. Leaders told us this initiative had helped strengthen relationships between the service and the local community, while supporting the delivery of preventative health messages to younger members of the population.

Patient Survey results showed 95% respondents felt their needs were met during their last general practice appointment. This was above the national average of 90%.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.