Bartholomew Medical Group

Reception staff pleasant but clinical advice dismissive

While some team members were pleasant, I found others unhelpful. During my appointment, I was told that certain exercises would resolve multiple joint issues, and that findings on my imaging were within normal limits despite my concerns about sudden pain episodes. I was advised that gym attendance would address my symptoms, though I experience significant discomfort with movement on one side. The practitioner attributed my problems to a change in my work circumstances, which didn't align with my experience of having these difficulties beforehand. I was skeptical about whether the suggested referral would genuinely help. Additionally, I felt that a physical test performed during the appointment was not the most appropriate method for assessing my condition. Overall, I questioned the quality of the assessment and advice provided.

Felt unheard and dismissed during recent appointment

I have been a patient at this medical group since it opened and have consistently found the staff and practice to be excellent. Appointments have always been readily available and I have been treated with care in every visit. However, I was disappointed by my recent experience when I attended for severe pain. I felt that my concerns were not taken seriously, and I did not receive the level of listening, examination, or empathy I would have expected. I was simply advised to manage the condition as it was. When I subsequently saw another clinician at the practice about the same issue, I had a very different experience. That appointment involved proper examination, attentive listening, reassurance, and appropriate treatment, which was helpful. I would encourage anyone who feels their experience has fallen short of the standard of care they deserve to seek a second opinion from another clinician. I was frustrated by what I perceived as a lack of thorough care during that particular consultation.

Felt genuinely cared for at my appointment

They make a genuine effort to provide good care, and I appreciate that.

Didn't bother reading my medical file

During my appointment, I was advised to contact a smoking cessation service and informed about potential health risks associated with smoking. However, this advice was not relevant to my situation, as I do not smoke. This suggests that my medical records may not have been thoroughly reviewed before the consultation. I felt disappointed by this oversight, as it indicated a lack of attention to detail during my visit.

Reception staff made booking straightforward and easy

Excellent Experience Upon relocating to the area and transitioning from my previous healthcare provider, I registered with the practice requiring management of several health conditions requiring different treatment approaches. As a retired healthcare professional with extensive NHS experience, I have considerable familiarity with medical care standards. The approach to managing my health by all members of the practice team has been outstanding. The consultations have been approachable, courteous and thorough, with prompt treatment and onward care when needed, along with comprehensive follow-up support. I am very satisfied with how the practice team has managed my healthcare needs. Thank you.

Prescription mix-up and lost patient information

I attended an appointment and was informed that a prescription would be forwarded to my pharmacy. I was told it would be a liquid medication for my throat condition. Upon collection at the pharmacy, I received 35 tablets with instructions to take 6 daily for 6 days, which seemed inconsistent with what I understood. When I contacted the surgery to clarify, I was told during a callback 35 minutes later that the prescription had been for tablets rather than liquid, and I was given revised instructions to take 6 tablets for 5 days, then 5 on the final day. I found this experience frustrating and feel the surgery's handling of the situation fell short of expectations. When I initially registered with the surgery, I provided identification documents for photocopying as requested. I was asked to wait a week before following up, which I did. I was then informed that my documentation and photocopies had been misplaced. Additionally, I had a previous appointment regarding a medical concern that caused swelling. Rather than being offered treatment directly, I was asked whether I wanted medication, which I felt should have been recommended without hesitation. More recently, I called early in the morning requesting a callback. I received one approximately 20 minutes later and was told a prescription would be sent to my pharmacy, or I would be contacted if this wasn't possible. After waiting until mid-morning without hearing back, I called again. I was informed that I would need to book a new appointment or attend a walk-in centre instead. When I questioned why an appointment hadn't been arranged during my initial call, I was told my condition didn't appear severe enough to warrant one. I felt that administrative staff should not be making clinical judgments about the urgency of my needs.

Receptionist was helpful and appointment felt unhurried

I had a positive experience at the surgery today. I requested a callback and received one promptly. The receptionist was lovely and very helpful throughout the process. I was able to get a face-to-face appointment with a clinician who took time to listen carefully and didn't rush through the consultation. I would like to express my appreciation for the care and attention I received.

Appointment system made it hard to get seen

This has been the poorest healthcare experience I have encountered. I was predominantly seen by clinicians rather than doctors, and I felt they lacked understanding and did not properly listen to my concerns. A diagnostic test that I believed would have clarified my condition was not offered. Basic measurements were not recorded during my appointment. The initial process of securing an appointment was frustrating, with the booking system requiring advance notice of a week or only accepting same-day slots, making it difficult to arrange suitable times. The entire experience felt inadequate. I subsequently used an alternative online service where I submitted images and descriptions of my symptoms. This service indicated I had a bacterial infection requiring medication. This assessment contradicted what I had been told during my previous visit, creating confusion about my actual condition.

Receptionist was genuinely helpful and friendly

The receptionist at the practice is very helpful and maintains a fantastic attitude. There have never been any problems when dealing with reception staff.

Impossible to get appointments through phone queues

This is the worst medical centre to deal with across the entire NHS. It's nearly impossible to secure an appointment regardless of whether you ring at the earliest opportunity, and if you opt for a callback, by the time they contact you it's far too late to be of any use. It's also frustrating that reception staff appear to be making decisions about appointment availability when they lack any medical training or authority to do so. Overall, this is the worst medical centre to interact with. I should also mention the frequent occasions when you ring and the phones are clearly ringing but nobody answers, despite staff being visibly present and apparently idle.

Staff were friendly and helpful

Excellent team members

Reception team made booking straightforward and easy

The reception service is very pleasant and performs its role effectively. I appreciate the good communication and quick response from the team and the clinical staff.

Struggled to book an appointment for weeks

I have found it quite difficult to obtain an appointment at this practice. I have been waiting for approximately three weeks to have a lump behind my knee assessed.

Staff were helpful and friendly

The team here are pleasant and helpful.

Reception staff refused to book appointment

I had a frustrating experience with the reception staff at one of the practice locations. After requiring surgery and needing to extend my fit note due to underestimating recovery time, I encountered significant difficulties accessing the support I needed. When I called to request an appointment, the receptionist stated they had no record of my procedure and indicated that a fit note could not be arranged over the phone, despite my having attended an appointment with a nurse just days earlier. When I asked to book an appointment, my request was declined. Unable to resolve the matter by phone, I visited the practice in person to provide hospital paperwork to ensure my medical history was properly documented. However, my visit was not handled well. I was asked to leave the premises, and staff insisted on speaking with me outside rather than assisting with my request. I remained calm throughout and simply wanted to resolve the documentation issue. When I asked for the receptionist's name to make a formal complaint, she refused to provide it, citing that she was not wearing a name badge. I find it concerning that reception staff have the authority to prevent patients from accessing appointments and clinical support. The lack of transparency when I requested a name for feedback purposes was particularly frustrating. I subsequently visited another branch location, where I received the assistance I needed without difficulty. This inconsistency in service is troubling, as it leaves me uncertain whether future interactions will be helpful or problematic. I hope the practice management will review this feedback and take steps to improve the experience for patients seeking care.

Reception staff wouldn't make eye contact

Absolutely dreadful experience. The receptionist appeared disengaged, focusing on the computer screen rather than acknowledging me directly, and came across as unwelcoming when I tried to discuss my concerns. During the appointment, the clinician's response to my health worries felt dismissive and unhelpful, leaving me feeling worse than before I arrived. The suggestion of pain management services felt patronising and made me feel unheard. I'm very disappointed with the practice and would advise others to consider alternatives.

Helpful practice let down by phone system

Have always been satisfied with the practice and its team. Would have awarded the highest rating if not for difficulties experienced with the telephone system.

Reception staff dismissive and unhelpful on multiple visits

The receptionist with distinctive appearance was unhelpful and displayed a dismissive attitude during interactions. On multiple occasions, the level of customer service received left me feeling frustrated and unwelcome, and I questioned whether this treatment was influenced by my background.

Office standards have noticeably declined over time

The practice was previously well-organised and focused on patient care. In recent times, there have been instances of errors, and the approach has become dismissive rather than accommodating.

Long waits and dismissive reception staff

It was a frustrating experience visiting this surgery. After waiting considerably longer than my appointment time, there was no acknowledgement of the delay from the reception staff. I then overheard what appeared to be negative comments being made about patients who had raised concerns about the wait times. Additionally, I was seen by a junior clinician without being informed beforehand, and was advised to return in a couple of weeks if my symptoms persisted, despite having already spent considerable time trying to secure an initial appointment.