Brooke Road 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

We looked for evidence the service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same,

This service scored 75 (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.

The service had fully implemented a digital telephony system with call-back functionality and appropriate data sharing agreements in place, reviewing telephony data monthly to inform service delivery. This data was used to identify peak call times (notably 8–10am) and adjust reception staffing accordingly, alongside monitoring wait times and call abandonment to manage capacity. The service ensured consistent access across online, telephone, and face-to-face routes through a total triage model, using a single EMIS triage list and standardised Accurx-based questions to capture all patient requests uniformly. Patient preference for a clinician was recorded and accommodated where possible to support continuity of care. Online consultations remained available throughout core hours, were uncapped, and averaged around 155 submissions per week, with all requests integrated into the clinical system. Data from telephony and online consultations was used to inform workforce planning, prioritise workload, and improve access, including directing patients to appropriate services and supporting continuity with usual GPs. Ongoing quality improvement focuses on reducing failed calls, monitored through telephony reports and patient feedback.

The service performed above both local and national averages in the results of the 2025 National GP Patient Survey. This showed people could access the service when they needed it in a way that suited their needs, such as by telephone, in person or through the service’s website. For example, 91% of respondents to the survey said theyfind it easy to get through to this service by phone compared to a local average of 51% and a national average of 53%. In addition, 89% described their overall experience of this service was being good, compared to a local average of 70% and a national average of 75%. In response to feedback from people who used the service, staff had made changes to improve access. This included the service changing their clinic times to match local bus services, which reduced waiting times for people. Treatment rooms were available on the ground floor, and a ramp and automatic door had been fitted to the entrance to ensure ease of access to the service.

The latest national GP Patient Survey found that 87% of respondents described their experience of contacting their GP practice as good, 94% had found reception and administrative staff helpful, and 74% had found contact through the website easy, compared to 47% locally and 51% nationally. Eighty-seven percent of patients had known what the next step would be after contacting the service, increasing to 96% within two days.Staff and leaders had actively listened to information about people most likely to experience inequality in experience or outcomes and had tailored care, support, and treatment accordingly. Feedback provided by people using the service, both to the provider and to CQC, had been positive. Staff had treated people equally and without discrimination. Leaders had proactively sought ways to address barriers to improving people’s experience and had worked with local organisations, including those in the voluntary sector, to address local health inequalities.Staff had understood the importance of providing an inclusive approach to care and had made adjustments to support equity in people’s experience and outcomes. The provider had maintained processes to ensure people could register, including those in vulnerable circumstances such as homeless people and Travellers. Staff had used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet.

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.