Bentley Medical Practice

Friendly staff made the visit pleasant

The medical team here are excellent, and the reception staff are both welcoming and supportive.

Friendly staff kept us well informed throughout

The receptionist was very welcoming and proactively updated us about how long we would need to wait. The waiting area was pleasant, clean and comfortable. The healthcare professional we saw demonstrated excellent interpersonal skills and a caring approach.

Couldn't get through on the phone

Had a difficult experience when attempting to contact the practice. It took multiple tries and considerable waiting time to reach someone. When I finally connected with reception staff, I found them to be unwelcoming and unhelpful in addressing my needs. I am planning to switch to a different practice.

Reception staff were dismissive about medication needs

Disappointing experience at this practice. The decision was made to discontinue my long-term medication without adequate explanation, despite my ongoing health condition. I was directed to travel a considerable distance for continued care. The staff interactions were unhelpful and the reception was unwelcoming. I felt frustrated by the lack of support and the restrictions placed on my regular prescriptions. Overall, I found the experience distressing and felt let down by the level of service provided.

Sent away without medication or answers

Incredibly frustrating experience. I received a call to attend an appointment, but upon arrival was simply advised to continue with a previous medication that had been discontinued some weeks earlier. I was discharged without any new medication and left in considerable discomfort.

Difficult to get nurse appointments here

I would recommend reconsidering this practice. Over a seven-year period, I have only managed to see one doctor, despite having complex healthcare needs. It appears that most care is delegated to nursing staff, however accessing appointments with them is extremely difficult due to scheduling constraints that only extend one week ahead.

Couldn't get through on the phone line

Ended the call after waiting on hold for an extended period.

Nurse provided helpful and attentive care

I appreciate the excellent care and support I received from the nursing staff during my visit.

Practice won't answer phones or refer appropriately

The practice does not appear to make referrals when cases fall outside their scope of care. Additionally, there are significant difficulties reaching the surgery by telephone, and even when contact is established, it is challenging to obtain an appointment or consultation with a clinician.

Can't reach anyone even for online requests

It is extremely difficult to obtain an appointment or have a conversation with someone at this practice. The online consultation system appears to be unavailable outside of weekday hours, meaning you cannot even submit a request for review during their operating times.

Seen quickly despite the pressure

We haven't needed to use the practice frequently, but on the occasions we have, our family has consistently been able to access appointments promptly and has received good care. I recognise the team operates under considerable pressure, though they seem to be doing their best given the circumstances.

Staff didn't apologise for their mistake

The staff at this practice lack competence. When errors occur, there is no acknowledgment or apology offered. Management appears ineffective and interpersonal skills are poor.

Quick response to my e-consult query

I submitted an online consultation request in the morning and received a callback from a helpful member of the reception team mid-morning. They were very supportive and managed to resolve the matter within a couple of hours.

Practice has declined since previous management

It's easy to give negative reviews but it's easier just to move practices. After the practice at this location was established with high standards upon its opening, it now represents one of the worst experiences in the area.

Felt rushed and unheard during appointment

The experience felt unprofessional and unwelcoming. During my appointment, the staff member was quite abrupt when I was attempting to communicate. As I tend to experience significant anxiety when discussing health matters, I found the approach to be pressuring rather than supportive. I was frequently interrupted and felt rushed, which made it difficult to express myself clearly. The interaction caused me considerable distress, and I struggled to articulate my concerns as my anxiety escalated. If you need a practice that demonstrates emotional sensitivity and patience, this may not be the right fit for your needs.

E-consult service saves time for busy families

It would be beneficial to highlight more positive experiences. For those finding it difficult to secure face-to-face appointments, there is an online consultation option available. This digital service enables users to submit requests for appointments, prescription refills, or medical guidance in a straightforward manner. The platform operates efficiently and delivers prompt responses. I have utilised this service multiple times for myself and family members, and the experience has been consistently excellent. While in-person appointments can sometimes be limited in availability, the ability to submit images and detailed descriptions of symptoms means concerns can be thoroughly communicated, with medication dispensed promptly when needed. This service can be accessed through the practice website. As someone balancing full-time work with family commitments, I have found this option to be particularly valuable and well-suited to my circumstances.

Online booking system makes appointments harder

The nursing staff are excellent, though the appointment system could be improved. I had a telephone consultation for an infection that was arranged through a direct call, but when a similar issue recurred several months later, I needed to use an online booking system that proved difficult to navigate and didn't seem to connect me to the right services. It appears that the likelihood of securing an appointment may depend on the availability and responsiveness of whoever handles the initial request at that moment. The experience felt inconsistent.

Reception staff overruled medical professionals' decision

I would advise caution before registering with this surgery. An appointment was arranged for me through 111 following consultation with a paramedic and a doctor from that service. However, the receptionist at the practice contacted me to screen the appointment and subsequently cancelled it. I have significant concerns about this decision-making process and would recommend considering other practices before committing to registration here. I worry about the potential consequences of similar situations occurring with other patients at this practice.

Phone calls kept getting cut off during booking

The administrative processes appear to lack clear direction and leadership structure. There have been frustrations with phone calls being disconnected unexpectedly. Appointment availability has been limited, with waits extending beyond several weeks. The reception area does not provide adequate privacy for sensitive discussions about medical matters. The administrative team's interactions have felt impersonal and lacking in warmth or understanding. The clinical staff have been notably more supportive and compassionate, which has been instrumental in maintaining confidence in the practice. Without the positive experiences with certain clinical team members, consideration might have been given to seeking care elsewhere. The ongoing need for specialist treatment has been a factor in continuing with the current practice.

Phone lines impossible to get through on

The telephone service is extremely poor. It is difficult to reach reception to arrange or cancel appointments. A significant number of appointments appear to be wasted as a result of disorganised processes. The staff were not particularly helpful.