Bensham Family Practice

Staff dismissed concerns by saying others complain too

This has been the worst practice I have attended. I have found the clinical staff to be extremely incompetent, as appointments are not always with a doctor and sometimes with a nurse, which I find unacceptable. I have been dealing with the same serious health concerns for years without receiving blood tests or specialist referrals, despite repeatedly raising these issues. When I voice my symptoms and concerns, I am told that these are normal because other patients report similar problems, which does not seem like an appropriate response to my individual situation. I would not expect a competent healthcare professional to dismiss concerns in this manner. During one appointment, I was advised to apply petroleum jelly to manage dryness and peeling related to a persistent condition that had caused significant discomfort and complications for over a year. I would strongly advise others to avoid this practice, as in my experience it has failed to address my health concerns and may have contributed to additional problems through what I perceive as poor clinical judgment. If a rating lower than one star were available, I would select it.

Phone queue confusion over repeat prescriptions

This practice seems to improve when you contact them about repeat medications, though there appears to be confusion on their records about whether you have previously been prescribed these tablets.

Reception staff weren't helpful after my surgery

I have used this service infrequently previously, but following a recent medical procedure, I have experienced the reception team to be lacking in compassion, unhelpful, and appearing to have limited knowledge of their role.

Friendly reception staff made all the difference

Excellent GP practice with a very responsive approach, and the reception staff are consistently friendly and welcoming. A significant improvement compared to my previous surgery!

Helpful reception staff made booking easy

Outstanding service and support!

Reception answered quickly and helped me

Excellent service. The reception team answered promptly and provided helpful and courteous assistance. An appointment with a clinician was available the same day. I felt heard and well cared for. Couldn't ask for better.

Impossible to get through on the phone

The telephone lines are difficult to reach. It appears there may be insufficient staffing at reception. I would recommend considering an alternative practice.

Helpful reception staff made booking easy

Quite useful and supportive.

Reception staff could improve their manner

Verbal communication and manners at the front desk could be improved, though some of the clinical staff members have been excellent and provided good care.

Helpful staff who actually listen and explain

Excellent service with a friendly and supportive team. The clinician I saw was very competent and efficient, managing to resolve matters promptly. They took time to listen to my concerns and provided clear explanations throughout. Highly impressive healthcare professional.

Staff listened and provided consistent care

We have consistently been very satisfied with the care and continuous treatment provided by the entire team. We have no complaints whatsoever and would always strongly recommend this practice to others.

Reception staff dismissive and unhelpful throughout visit

I was taken aback by the lack of action regarding this practice. Changes are clearly needed here. The service fell short in terms of professionalism and compassionate care.

Easy to get appointments when you need them

Switching to this practice several years ago was one of the best decisions I made. The team here is outstanding, demonstrating genuine compassion and excellent organisational skills. I consistently find it straightforward to secure an appointment whenever I need one. Even during particularly challenging periods, I was able to arrange a remote consultation on the same day I made my request. It's hard to imagine better service than this.

Easy to book appointments online or in advance

I am very pleased with this practice. The entire team has been consistently kind and supportive, and I appreciate how straightforward it is to arrange appointments, whether I choose to book ahead or use the online system, which offers excellent convenience.

Phone reception staff lack basic courtesy

The reception team's phone manner could be improved, as interactions often feel dismissive and lack engagement. Responses tend to be brief and delivered without much enthusiasm or consideration for customer service standards. Securing an appointment presents a significant challenge, with availability typically booked up for extended periods ahead. The clinical staff member is genuinely excellent when consultations do take place, though the shortcomings in front-of-house operations appear to be a considerable weakness that may impact the practice's reputation and functioning.

Phone queue left me frustrated and confused

The phone service was disappointing. When I called, the staff member provided incorrect directions and seemed uncertain about how to assist me.

Easy to book same-day appointments here

Excellent surgery with good availability for same-day appointments. The clinical team has consistently demonstrated thoroughness during consultations and has been proactive in arranging appropriate further investigations when needed.

Convenient location with decent parking nearby

A solid NHS family practice situated conveniently across from another local group practice. There is adequate off-street parking provision available.