Bankhouse Surgery

Receptionist blamed doctor for wrong information

Called to arrange an appointment with the nursing team as suggested during a previous visit, only to be informed by reception staff that there had been a miscommunication about availability. I was unable to secure an appointment within the required timeframe and was told it would be several weeks before one could be offered. The receptionist's comments about the limitations of clinical staff knowledge left me feeling uncertain about the quality of care at the practice. The whole experience felt unproductive.

Receptionist dismissed concerns without proper review

My father underwent a blood test approximately a year ago while experiencing multiple symptoms including headaches and jaw discomfort. At that time, this practice indicated the results were unremarkable. Following a change of healthcare provider, the same test results were reviewed and the new practice identified findings that had apparently not been highlighted previously, with potential implications for serious health conditions. Additionally, I have requested screening that is typically recommended for individuals in my age group, but was advised it was unnecessary. This response seemed inconsistent with standard health guidance. I would not recommend this practice.

Doctors didn't listen to repeated concerns

This practice has been disappointing. The clinical staff either lack knowledge in their field or seem indifferent to patient concerns. I have raised the same issue multiple times, and the hospital has also communicated about it, yet the response remains unhelpful. Each visit involves spending considerable time explaining my situation in detail, only to receive a generic offer of assistance that doesn't address what I've already described. At this point, I feel there is little value in continuing to pursue this matter.

Impossible to book appointments by phone

The telephone lines are frequently unavailable, making it difficult to book an appointment, and calls often disconnect unexpectedly. I'm unable to visit in person to schedule an appointment and would prefer a face-to-face consultation rather than a telephone discussion. Some practices offer callback services for patients waiting in queues, but this practice doesn't provide either of these alternatives—you simply get an engaged tone.

Helpful coordination with other healthcare providers

Excellent service - having recently relocated to the area, I have found the practice to be extremely helpful and supportive. They have coordinated care effectively and worked collaboratively with other healthcare providers to ensure I receive appropriate treatment when needed. I am very pleased with my experience.

Hard to book but staff try their best

I have consistently had positive experiences with all the healthcare professionals I have seen at appointments. While securing an appointment can be challenging when the phone lines first become available, the practice does provide guidance on optimal calling times and makes genuine efforts to accommodate daytime appointment slots.

Got same-day appointment when we needed it

Very impressed. Recently relocated to the area and registered with the practice. Called to arrange an urgent appointment for my young child and was able to secure a same-day slot. The staff member who answered the phone was exceptionally welcoming, as was the person who processed our arrival. The clinician provided excellent support. Would recommend.

Reception staff attitude made appointments difficult

I have had a very difficult experience with this practice since joining. Shortly after registering, I was prescribed a medication that caused me severe illness for an entire week, during which I was unable to function normally. I attended hospital for assessment, and the healthcare professional I saw expressed concern about the prescription I had been given. Regarding the reception staff, while one team member has been helpful, I have found the others to be unhelpful and dismissive. I continue to feel unwell following the medication issue and believe it has had a significant negative impact on my health. Additionally, it took over two years to obtain my initial appointment at the practice.

Receptionist staff were polite and helpful throughout

Since my husband and I registered with this practice, we have been satisfied with the service provided. The reception team members are consistently courteous and the clinical staff have delivered excellent care. We particularly appreciated the thorough approach taken during a recent health concern, and the pharmacy support has been invaluable throughout our time here.

Broken processes need fixing from the bottom up

The operational systems and procedures at this practice require significant review and improvement. While the reception team may appear ineffective on the surface, this likely reflects inadequate guidance and information pathways rather than individual capability issues. I appreciate the value of automation and AI implementation when it genuinely improves efficiency and service delivery. However, when patients are directed toward solutions that prove ineffective, this simply creates additional frustration and necessitates further contact attempts. There are concerns about prescription management errors that have occurred at this practice, though addressing these would require deeper investigation. The fundamental issue is that the practice's core operational structures and procedures require comprehensive examination and reform, starting from the ground level and working upward. Only after establishing solid foundations should attention turn to additional enhancements and refinements. That said, there are standout members of staff who demonstrate exceptional capability and resourcefulness, particularly one individual in the reception area who consistently goes above and beyond. The practice is fortunate to have retained such dedicated and conscientious professionals. The clinical staff are similarly impressive, demonstrating thoroughness and genuine empathy in their approach to patient care. These individuals represent real strengths within the organisation.

Reception staff dismissive and patronising tone

The receptionist's demeanor was disappointing. The communication style came across as condescending and unhelpful. My concerns were not taken seriously initially, and it required a follow-up call from another healthcare professional repeating the same information before the matter was addressed. It is unfortunate that the reception experience is reflecting poorly on the practice overall.

Repeat prescriptions kept going wrong repeatedly

I had a very frustrating experience when I called this morning regarding an appointment. Over the past few months, I have experienced ongoing issues with my repeat prescription management, which has been particularly problematic. Due to these concerns, I have decided to transfer to a different practice as soon as possible.

Felt genuinely listened to and understood

Courteous and approachable throughout the appointment. Demonstrated attentiveness to my concerns and displayed genuine patience along with understanding of my situation.

Felt properly listened to and unhurried

Was seen today by a clinician at the practice. I initially had some reservations about being seen by a paramedic or physiotherapist rather than a doctor, but I have to say the appointment was absolutely excellent. I didn't feel rushed at any point and the clinician gave me their full attention with good eye contact. They provided helpful advice to support with my concerns. The experience was better than many GP appointments I've had over the years. 5 stars.

Easy access made switching surgeries straightforward

I relocated to the area several months ago and was uncertain about selecting a medical practice, particularly given my limited social connections in the community. I opted for this surgery primarily due to its convenient location and accessibility. Every interaction I have had has been excellent. The team efficiently managed my transfer of medical records, ensured continuity of my regular medications, and organised my ongoing appointments without any issues. I have found every member of staff I have encountered to be professional and helpful. This practice represents what I believe a medical surgery should aspire to be. I am grateful for the assistance and care provided throughout my time here.

Didn't feel heard during appointment

I had a disappointing experience with one of the medical professionals at the practice.

Difficult to book appointments here

This practice has been disappointing. The staff demeanor has been unwelcoming, and securing an appointment has proven difficult. The overall level of care and consideration falls short of what one would expect from a healthcare provider.

Receptionist dismissal left me without proper support

I was unable to obtain an appointment to discuss my health concern or receive the documentation I needed. Instead, I was directed to use the online consultation service. However, this service appeared to be unavailable shortly after I attempted to access it. When I contacted the practice again to clarify the situation, I found the receptionist unhelpful and dismissive, suggesting I retry the following day without addressing my concerns.

Unnecessary appointments wasted time and money

I received two appointment letters for procedures that weren't yet necessary according to my schedule, and another for a blood test where the clinical staff member was unable to explain the purpose. This resulted in unnecessary travel and parking costs. Additionally, my regular inhaler prescription was removed without explanation and took three months to reinstate, even though I had recently completed both a medication review and asthma assessment. The practice indicated that their pharmacist needed to conduct a separate review, which seemed redundant given my recent appointments. As someone with a chronic respiratory condition, having my essential medication interrupted was concerning and inconvenient.

Hard to book an appointment here

The only time you can manage to get an appointment is if the doctor happens to be unavailable.