Bentley Medical Practice

Practice listened and took time with me

I have been very pleased with the standard of care I have received and I would rate this practice highly.

Appointment booking calls take far too long

The appointment booking application appears to be unavailable or malfunctioning, and this needs to be addressed. The telephone system for scheduling appointments is inefficient, with wait times that seem excessive. It should not typically take this long to complete a booking request. Recent experiences involved extended hold periods across multiple attempts, which felt disproportionately lengthy. While the practice may experience high call volumes, this does not adequately explain the slow pace at which callers in the queue are being processed.

Long wait for appointment slots to open

I've been trying to secure an appointment and have been informed there's a considerable wait due to limited availability in the schedule.

Reception staff made me feel welcome

The receptionist at the front desk was lovely and very helpful. The nursing staff were equally supportive and kind. The team consistently demonstrates a helpful and caring approach.

Staff were genuinely helpful and responsive

Always willing to assist. Excellent team.

Friendly and efficient care over the years

I recognise that some individuals have expressed dissatisfaction with their care, however I have found no issues with the service I have experienced during my time as a patient. The clinical team, support staff and administrative personnel have consistently demonstrated friendliness and professionalism throughout my interactions with the practice.

Felt like a number, not a patient

I switched practices hoping for an improvement in the quality of care, but unfortunately the experience has been disappointing. The service feels impersonal and it's difficult to feel valued as a patient.

Front desk staff made us feel really cared for

I can't fault the service that we received today. The receptionist at the front desk was so helpful. Thank you everyone for looking out for my family member x

Impossible to book appointments when you need them

I don't usually leave reviews, but I feel compelled to share my concerns about the service at this practice. Working in a similar healthcare setting myself, I've observed what appears to be a lack of organisation and clarity in how things are run here. My friend has been struggling to secure an appointment for quite some time due to a health concern, which has since developed further. During her consultation, she was advised to observe the situation and wait a fortnight, despite the issue having persisted for an extended period without previous action. She is experiencing multiple related symptoms, and coordinating a visit to urgent care around her employment commitments has proven extremely difficult. I note that the practice hasn't undergone a CQC inspection in several years, which seems overdue. While I acknowledge that no healthcare facility is without its challenges, including my own workplace, I believe that when a patient presents with these particular concerns and has already been referred through NHS 111, they should be prioritised for same-day assessment rather than facing delays in receiving care.

Practice quality has declined significantly

Absolutely disgraceful place. Especially since a key staff member departed. It used to be the best. The number of people who have left the practice says it all. I'm going to follow. The place has gone from 5 star to 0.

Reception staff helped get right care

Unlike some of the other reviews for this practice, I think it is fantastic. Each time I visit for any concern I may have, I receive outstanding care. The reception team are always working to ensure you receive the appropriate care and conduct themselves very professionally. The clinical practitioners are incredibly knowledgeable and compassionate. The healthcare assistants are equally kind and caring. The clinician I saw is a fantastic and caring professional who is very thorough and consistently goes above and beyond.

Felt intimidated and unheard by nursing staff

Since November, I have felt uncomfortable during interactions with some members of the clinical team at this practice. When I requested additional medication, I was advised this wasn't appropriate and given an explanation, which I accepted at the time, though my symptoms persisted. During a subsequent appointment a few weeks later, I felt the staff member's response to my earlier request was dismissive and made me feel uneasy about raising concerns. I was also troubled when details of my health were discussed in a manner that felt public, and I sensed disapproval from staff, though I remain unclear about the reason. When I requested to see a particular clinician for a second opinion, I was informed that the clinician felt I could be appropriately managed by nursing staff instead. Additionally, when my medication was delayed, the explanation provided about a review of my treatment was unclear, and when I asked whether clinical approval had been obtained, I did not receive a satisfactory answer. Due to these experiences, I have decided to leave this practice.

Nurse listened and genuinely helped with my care

I've come across many negative reviews, but my own experience has been quite different. The nursing staff member I see is truly exceptional and goes above and beyond to support their patients. They genuinely listen and are attentive to concerns, and I really cannot praise them enough. They are currently assisting me with managing a long-term health condition, and they also provide care for my two sons who have complex medical needs. The level of accommodation, patience, and compassion shown towards us has been remarkable, and they handle our requirements with genuine care and understanding.

Staff went above and beyond for us

I've noticed quite a few unfavourable reviews about this practice, but I couldn't be happier with the team here. They've been incredibly supportive and have truly exceeded expectations in helping my family. I'm really appreciative of everyone's efforts x

Prescription allergy warning repeatedly ignored

The practice continues to issue prescriptions for a medication despite an allergy being documented in the patient's medical records.

Receptionist wouldn't listen to my explanation

I would give a lower rating if possible. When I contacted the practice to request a fitness note for my daughter, I attempted to explain the purpose of my call, but the receptionist interrupted me and seemed unwilling to listen. They simply took my number and informed me that a questionnaire would be sent by text message. The questionnaire indicated that someone would contact me within 3 working days. I feel very frustrated and disappointed with this practice, despite having been a patient for over 20 years.

Impossible to book an appointment here

The practice appears to have limited availability, making it difficult to secure appointments. Patients frequently report being directed toward alternative services such as urgent treatment centres or telephone helplines rather than being seen at the surgery itself.

Long wait on phone to hear surgery is full

Called early this morning and experienced a lengthy wait before finally connecting with the practice. Upon reaching someone, I was informed that they were unable to accommodate any further appointments at that time. This experience has prompted me to consider switching to a different practice.

Caring staff who really listen to patients

Outstanding experience with every member of the team I've encountered. I would encourage those with lower ratings to consider how their assessments compare with other healthcare providers, both domestically and internationally, and to reflect on their perspective towards this dedicated and compassionate group working in a challenging sector facing significant pressures. The clinical nursing care provided is particularly exceptional.

Nurse practitioner really listened and investigated thoroughly

I'm not sure about the other staff members at this practice, but one particular nurse practitioner stands out as the best medical professional I've encountered. They demonstrated exceptional diagnostic skills and thoroughness in their approach to my care.