Bankhouse Surgery

Staff wouldn't help with booking appointments

This practice has been disappointing, as the staff seem unwilling to assist and make it difficult to schedule appointments.

Phone lines impossible to get through

Fortunate to receive even a single star as the telephone system appears ineffective. Spending considerable time attempting to reach someone proves frustrating when call handlers seem unavailable. This experience has been deeply unsatisfactory and feels unreasonable.

Receptionists now helpful and genuinely supportive

*UPDATE* Due to circumstances beyond my control, including external factors, I was unable to change practices as I had previously intended, and this has proven to be fortunate. I had not visited or engaged with the surgery for quite some time until recently, when I needed to attend on several occasions, and the experience has been remarkably positive. The reception staff, clinical nurses, and medical professionals I encountered were excellent and consistently supportive. I have decided to revise my review to reflect this improved experience. I would now strongly recommend this surgery following the improvements in the areas I had previously raised concerns about. OLD REVIEW I had several interactions with reception staff that I found to be confrontational and unhelpful. Following my most recent visit, I had decided to register with a different practice, which felt disappointing given that the medical professionals, when accessible, were genuinely pleasant and approachable.

Impossible to reach by phone or book appointments

I have been attempting to contact the surgery for an extended period without success. It appears the phone lines are frequently engaged, making it extremely difficult to reach anyone. When calls do connect after the early morning hours, booking a doctor appointment becomes impossible. The overall service feels inadequate. The prescription ordering system has also deteriorated significantly. Previously, prescriptions could be ordered online, but this option is no longer available. The combination of these service issues is deeply concerning and reflects poorly on the practice's ability to serve patients effectively.

Receptionist went above and beyond for us

Five stars for the exceptional receptionist who demonstrated remarkable patience and helpfulness across both telephone and face-to-face interactions. During a particularly challenging period for everyone involved, this team member went above and beyond to assist our family in coordinating care for our elderly relative from a distance. We are genuinely grateful for the support provided.

Reception staff attitude made things worse

The reception team could benefit from additional training in customer service and communication approaches. Due to pandemic restrictions, in-person visits were not available, so contact had to be made by telephone. The initial consultation process involved multiple phone calls over several weeks, with advice to wait and call back if symptoms persisted. After a follow-up call some time later, the situation had not improved. A further attempt to reach the practice resulted in a recommendation to contact the out-of-hours service, who then liaised with the surgery and suggested an urgent appointment was needed. This led to another telephone consultation being arranged for a few days later, during which the clinician advised that blood tests and other investigations were necessary. These tests were felt to be overdue based on the timeline of the illness. When expressing dissatisfaction with the service, the reception staff suggested transferring to a different practice, which was taken as a suggestion to do so. This interaction marked the end of the patient relationship with this surgery.

Impossible to book appointments or reach by phone

It is extremely difficult to secure an appointment at this practice. Additionally, when attempting to contact them by telephone, calls are frequently disconnected. This situation is frustrating enough that patients may choose to avoid seeking care rather than persist in trying to reach the surgery or maintain a phone connection.

Receptionists were dismissive and unhelpful

The reception team's manner was disappointing and could have been more welcoming.

Poor customer service left me disappointed

The customer service experience at this practice fell significantly short of expectations, leaving me quite dissatisfied.

Reception staff were unhelpful and dismissive

Extremely poor experience from start to finish. The service provided fell well short of expectations and the overall approach was disappointing. This practice does not meet acceptable standards. I would recommend looking elsewhere for your healthcare needs.

Made to feel welcome on first visit

Visiting for the first time left me with a positive impression of the welcoming atmosphere.

Reception staff made me feel unwelcome during call

The receptionist's manner was quite off-putting and seemed dismissive. When I rang requesting an appointment as I was experiencing considerable discomfort, I was informed that calls needed to be made at 8am to secure a slot. Upon calling the following day, I was advised that no appointments were available for a further two weeks. When I mentioned my pain, the response was that an emergency appointment could be arranged that day if needed. I attempted to lighten the mood by joking about what might constitute an emergency, as I was conscious of not wanting to take an appointment from someone with a more urgent need. The reply suggested that only the most severe situations would warrant immediate attention. I felt my attempt at humour was misunderstood, as the overall tone throughout the call remained quite cold and unwelcoming. This wasn't an isolated incident, and I've felt similarly dismissed during previous contact with reception. The experience left me feeling undervalued and frustrated.

Reception staff were dismissive and rude throughout

If you want to be treated disrespectfully by reception staff, this is the place to contact. If you want to feel overlooked and not properly examined during your appointment, book in here. If you want to face unfounded accusations related to your medication requests, seek a repeat prescription through this practice. The team should understand that this environment is not appropriate for unprofessional and dismissive behaviour. It seems ironic that the practice displays messages about valuing the NHS. It becomes clear why medical facilities require security measures. This experience was deeply disappointing. Consider calling 111 or seeking care at a hospital appointment instead.

Reception staff wouldn't help find alternative appointments

The front desk staff could be more helpful when booking appointments, as their approach doesn't feel particularly welcoming over the phone or in person. I would have appreciated more flexibility and willingness to explore alternative options rather than strictly following standard procedures. The clinical staff are competent, however I believe the practice management would benefit from providing additional training to the reception team to develop their interpersonal skills when interacting with patients who are unwell.

Impossible to book without calling at eight

It is difficult to secure an appointment unless you call at 8am. The attitude of reception staff can be quite poor when attempting to book an appointment at other times without calling at that early hour. There appears to be insufficient medical staff relative to the number of patients registered, and the practice seems to prioritise financial considerations over the wellbeing of those seeking care.

Thorough approach to back pain investigation

Excellent medical professionals. I have been dealing with back issues since my teenage years when the pain became more severe, I anticipated receiving the standard pain management approach that previous practitioners had offered. Instead, the clinician I consulted arranged for imaging and blood work to be carried out. The convenience of having the imaging performed immediately on the same premises was greatly appreciated. Excellent medical professionals.

Got the right treatment after some persistence

The practice appeared to favour a particular approach to treatment, though I was eventually able to receive the care I required after some persistence on my part. The waiting time was reasonable, approximately half an hour.

Got appointment and referral without fuss

When my spouse required medical attention, they were able to obtain an appointment and received a referral to hospital care. The service was satisfactory.