Royal Primary Care Brooklyn

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• 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. This is the first assessment for this service since its registration with CQC. This key question has been rated as 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 80% 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 with the national average of 85%. It also showed that 71% of respondents to the GP Patient Survey responded positively to the overall experience of their GP practice. This was comparable with the national average of 74%. We received 21 positive responses from people about the care they received. People told us that staff were kind, respectful, friendly and compassionate. A small number of people were less satisfied with the care provided. On the day of our assessment, we observed non-clinical staff being kind, respectful and very helpful to people. Staff treated colleagues from other organisations with kindness and respect. We received positive feedback from a care home representative regarding the care provided by a named GP and nurse.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Data from the GP Patient Survey showed that 92% of respondents stated that during their last appointment they were involved as much as they wanted to be in decisions about their care and treatment. This was comparable with the national average of 91%. People’s communication needs were met to enable them to be fully involved in their care.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Data from the GP Patient Survey showed that 88% 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 92%. Staff helped people and their carers to access advocacy and community-based services. The practice had identified 392 people registered with the practice that were carers. This represented 5.5% of the practice population. The carer’s champion had developed a carer’s package to signpost people to support services and arranged a clinic for May 2025 to support carers to access the services provided by the Derbyshire Carer’s Association.

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 Survey showed that 85% of respondents stated that during their last appointment, the healthcare professional was very good or fairly good at listening to them. This was comparable with the national average of 87%. We observed a non-clinical member of staff supporting someone to book their required tests and investigations. 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.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us the practice manager was highly supported to them. Staff told us leaders valued them and that the practice made efforts to continuously improve things for both staff and people. 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. The provider had conducted staff surveys to identify ways of improving staff wellbeing and action had been taken to address feedback. Examples included the introduction of a session a month for clinicians to have additional time to focus on learning and development and, all staff access to health and wellbeing support from Chesterfield Royal Hospital including access to the wellbeing hub, counselling services and wellbeing sessions.