Brook Lane 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.

Data from the 2025 National GP Patient Survey showed people could access the service when they needed it in a way that suited their needs, such as in person or through the service’s website. For example, 70% of respondents described their experience of contacting the service as good, compared to a local average of 67% and a national average of 70%.

Treatment rooms were available on the ground floor with automatic doors fitted to the entrance to ensure ease of access to the service. Information was available in a range of formats, and the service had a hearing loop.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment in response to this.

Staff treated people equally and without discrimination. Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local services, including within the voluntary sector, to address any local health inequalities.

Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. Staff used systems to capture and review feedback from people who used the service, which included those who did not speak English or have access to the internet.

Recognising the value of inclusivity, staff adjusted and promoted fairness in people’s experiences and outcomes. For example, people with learning disabilities or autism were offered access to a sensory box, with clear information about it provided upon entry to the service.

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.