Brinsley Avenue Practice

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question as outstanding. At this assessment, the rating has changed to good.

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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Data from the National GP Patient Survey showed that 85% of respondents stated that during their last appointment, the healthcare professional was very good or fairly good at treating them with care and concern. This was comparable the national average of 86%.

Staff treated colleagues from other organisations with kindness and respect. For example, a representative from a care home where the practice provided care and treatment told us the practice was very respectful of the views and opinions of nurses working in the home and always listened and acted on their concerns.

Arrangements were in place to promote patients’ privacy. Staff we spoke with understood the legislation around gaining consent from younger people. There was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s personal, cultural, social, religious and equality characteristics needs were understood and met. Communication needs were met to enable people to be fully involved in their care. For example, easy read material for people with a learning disability and longer appointments at the end of start of the day when the practice was quieter.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff helped patients and their carers to access advocacy and community-based services. Staff told us how they made referrals to the care co-ordinator and social prescriber to support the independence of this group of people.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Data from the National GP Patient Survey showed that 89% of respondents stated that during their last appointment they had confidence and trust in the healthcare professional they saw or spoke to. This was comparable with the national average of 93%.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support.

We spoke with representatives from 5 care homes where the practice provided care and treatment. They were all extremely positive about the care provided to people living in the homes. They told us the practice was extremely responsive to the needs of people, provided weekly ward rounds and visits to the homes when required.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff told us they felt valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Some staff told us how they had been supported if they were struggling at work or in their private lives.

Staff told us there were regular team building events within the practice. For example, park runs, meals out together and fund-raising events such as Macmillan cancer support coffee mornings; charity events.

The service recognised the importance of acknowledging good staff performance and had implemented a reward system where the staff that received the most positive reviews on Goggle were given a £25 gift voucher. They also carried out staff surveys to understand how staff were feeling and to identify any areas for improvement. For example, staff had requested improved methods of communication. In response to this, the service was developing a staff newsletter and planned to send the first newsletter out in April 2026.