Bartholomew Medical Group

Couldn't book an appointment when needed

Extremely difficult to secure a consultation slot.

Impossible to reach by phone for help

This practice is disappointing. It takes numerous attempts to reach them by phone, and when contact is made, the support provided is minimal. The experience makes things considerably more difficult for those providing care.

Phone queues make appointments impossible to book

The service was disappointing, with lengthy wait times when calling and appointments becoming unavailable by the time contact is made. Additionally, some staff members came across as unwelcoming.

Impossible to get through on the phone

It is difficult for the practice to answer incoming calls.

Telephone appointment offered too soon after hospital discharge

Received a letter requesting an annual respiratory review as a telephone appointment. Had recently been discharged from hospital and then received a text asking for a telephone appointment to discuss the hospital stay. Found this approach frustrating.

Reception ignored urgent toilet request from child

Upon arriving at the medical centre for my son's appointment, I was instructed to remain outside, which I understood given the circumstances at the time. However, when my young son required toilet facilities, I attempted to get the attention of the reception staff by knocking repeatedly. Although they appeared to acknowledge my presence, they did not respond to my requests. This was concerning as I felt that in a genuine emergency situation, there would be no assurance of receiving help. When I was eventually allowed inside, the staff suggested they had been occupied, though this did not appear to be the case from what I observed. Rather than offering assistance, they indicated that my behaviour had been inappropriate, despite the fact that the situation had caused my son considerable distress. The outcome was unfortunate and required me to travel back to address the matter myself, as no support or guidance was provided by the practice. Overall, I found the level of service and manner of the staff to be unsatisfactory.

Phone system keeps cutting off mid-call

The telephone appointment system is extremely disappointing, with lengthy waiting times followed by disconnections occurring repeatedly.

Reception staff weren't helpful with booking

Unsatisfactory experience.

Couldn't get through on the phone to book

This medical practice has not met my expectations, as I have not received the assistance I required. Additionally, I have experienced difficulties when attempting to book an appointment through telephone contact.

Couldn't get through on the phone line

Attempted to contact the surgery multiple times as the line was consistently busy. After finally getting through, there was a lengthy wait before speaking with someone, who then advised calling back at a specific time the following morning.

Couldn't reach reception to book appointments

Upon relocating to the area, I required a new medical practice. However, I found it extremely difficult to reach the reception team to schedule an appointment due to how busy the lines consistently were. I have decided to transfer to a different practice that I feel will provide better support for my healthcare needs.

Phone queues make booking appointments difficult

I am writing on behalf of my elderly father, for whom I arrange all medical appointments. When my father has attended consultations at the practice, the staff have consistently demonstrated kindness, helpfulness and a supportive approach. The clinical care provided has been excellent. My concern relates to the telephone access system. Reaching someone by phone has proven extremely challenging. I have recently disconnected after waiting nearly an hour, representing my third unsuccessful attempt within a few days, and I have still not managed to speak with anyone. While I recognise the pressures facing healthcare services currently, the waiting times do appear quite lengthy. This situation is particularly problematic for older patients, many of whom do not have unlimited call packages and therefore incur charges for each call made.

Pharmacy transfer request left unresolved

I requested that my pharmacy be switched to a different location that is more convenient for me since I am unable to drive. I was told this had been arranged, so I contacted the new pharmacy to confirm they had received my prescription. However, they indicated they did not have it and that it remained at my original pharmacy. I called back to follow up on the pharmacy change request, and I was assured it would be completed. Unfortunately, this still has not happened. I find it frustrating that such a straightforward administrative task appears to be taking so long to resolve.

Felt safe and well looked after

Excellent service. The team were supportive during a challenging period and I felt reassured and well cared for. Commendable work by the staff involved.

Staff remained friendly despite challenging times

Despite the challenging circumstances of social isolation, the team demonstrated considerable friendliness and helpfulness throughout my visit.

Phone booking system needs serious improvement

The telephone booking system for appointments needs significant improvement. The nursing staff demonstrated excellent care and professionalism, whereas the medical staff appeared less engaged and seemed to provide only minimal assistance before concluding consultations.

Rude reception and long phone waits

The reception staff were unhelpful and displayed poor customer service. The telephone service has experienced significant delays.

Struggling to book appointments with reception

The reception team could be more helpful. Booking an appointment proves to be quite challenging. The clinical staff are generally satisfactory when you eventually manage to see them.

Prescription handling needs urgent improvement

I frequently experience issues with my repeat medications going missing, with responsibility being directed elsewhere. These are essential medications that I rely on!! When I attempt to raise concerns about this, the response feels dismissive and unconcerned. Apart from this frustration, the nursing staff are excellent and demonstrate genuine commitment to their work.

Receptionist refused appointment for unwell infant

Contacted the practice to arrange an appointment for my infant who required assessment due to a respiratory illness. The receptionist indicated that no appointments were available and declined to offer a callback option, which meant my child could not be seen. I was concerned about the refusal to see a young baby experiencing breathing difficulties alongside cold symptoms. I contacted 111 for guidance, and they arranged for an ambulance to attend. The clinicians who assessed my child appeared to share my concerns about how the situation had been handled initially. Notably, once the assessment had taken place and blood tests were completed, an appointment at the practice subsequently became available.