Biddlestone Health Group

Dismissed without examination, but doctor made it right

I attended an appointment with a member of the nursing staff who I felt was dismissive of my concerns and did not adequately address my discomfort. Rather than conducting a thorough assessment, I was simply advised to return for a doctor's consultation. The interaction left me feeling like I was being processed rather than genuinely listened to, which was disappointing and frustrating. However, I subsequently received a follow-up call from a doctor who took the time to properly investigate the matter and provide appropriate support. This follow-up contact significantly improved my experience and demonstrated a genuine commitment to addressing my needs.

Quick appointments and messaging system works well

I'm not sure why this practice has such a low rating. They're genuinely excellent and appointments are easy to arrange quickly. The messaging system they use is really effective. The team are wonderful. It's the best GP experience I've had. 👍🏼

Staff really listened and took their time

This is the finest general practice and health centre I have ever attended. Every member of the team is outstanding, and they genuinely take the time to listen carefully to patients. The digital services offered are also remarkable and run with impressive efficiency. If other NHS facilities could adopt similar approaches and procedures, it would benefit a much larger number of patients. Excellent work by everyone involved—please continue with your current practices.

Felt rushed and unheard during appointments

Generally, the clinicians and team at this practice provide excellent care. However, my family and I found one particular appointment to be disappointing. The clinician seemed hurried and did not give adequate time to address my concerns, which left me feeling unheard. This occurred on more than one occasion, which prompted me to share feedback. It is regrettable that this standard of attentiveness fell short of what I have come to expect from the practice. I would prefer not to have similar experiences in future appointments.

Online consultation was quick and professional

Completed an online consultation and was seen within an hour, which was a professional service.

Reception kept redirecting me to walk-in centre

I have been dealing with an ear issue for more than two weeks. After completing the initial assessment form, I received a call from the reception team directing me to attend an urgent care centre. When I went there, I was seen by a healthcare professional who prescribed ear drops and advised me to use them for seven days. Unfortunately, I found these drops made my symptoms significantly worse. After a week of considerable discomfort, I was able to see someone at another location who provided different ear drops with instructions to use them for five days. While this provided some relief, the issue remained partially unresolved. I completed the assessment form again today and was once more directed to the urgent care centre. I am frustrated with the lack of progress in addressing this ongoing problem.

Reception area lacks privacy for patient information

There appears to be a significant concern regarding the handling of sensitive information at this practice. While waiting to speak with reception staff, it was observed that multiple patients were required to provide personal details and discuss their medical needs in close proximity to one another, with minimal privacy or separation. The layout and procedures seemed to allow patients to overhear each other's confidential information being shared. When this issue was raised with the reception staff member, the response was dismissive rather than reassuring or apologetic. This experience raised concerns about whether appropriate measures are in place to protect patient privacy during routine interactions at the practice, and the overall service quality felt compromised by this lack of attention to confidentiality.

Helpful staff and smooth online booking system

Consistently helpful, courteous, and professional in manner. Both phone and new online booking systems function effectively for scheduling appointments.

Appointment left me feeling unheard and dismissed

I had hoped my appointment would have proceeded in a different manner today. I presented with symptoms that I have experienced for some time but had previously hesitated to discuss with a healthcare provider due to concerns about not being believed. Unfortunately, I felt that concern was validated during the consultation. I felt discouraged by the interaction, as though my concerns were viewed as an inconvenience rather than legitimate health matters. I would have appreciated a more compassionate approach, along with reassurance that my symptoms would be investigated properly and that I would receive appropriate support in identifying the underlying issue. I was struck by the contrast with the reception staff, who consistently demonstrate politeness and genuine consideration in their interactions. I would encourage anyone who feels unsatisfied with their healthcare experience to consider seeking care from a different provider. Hopefully, the next appointment will provide the attentive and respectful care that should be a standard part of any medical consultation.

Staff were helpful and welcoming throughout

The team here is wonderful and consistently provides excellent support.

Staff confusion left appointment in chaos

It appears there was some miscommunication among the team members. A referral to another service had been arranged several weeks prior, yet I received a call from reception the day before asking me to attend the GP practice. Upon arrival, I was informed by the clinician that I should attend the other service instead. This felt like wasted effort. I had been looking forward to the appointment, but the experience fell short of expectations. My appointment was rescheduled from mid-morning to late afternoon, which consumed my entire day. Despite this significant delay, the appointment details remained incorrect. While I understand this may have been an administrative error, it resulted in me losing a full day with nothing to show for it. I had hoped the situation would have been handled differently. When I contacted reception to let them know I might be running slightly behind schedule, I was told that attendance after a certain point would not be possible. However, given that my own time had been significantly disrupted by the practice, this response felt inconsistent and frustrating.

Booking appointments was quick and straightforward

I recently had the pleasure of visiting this health centre, and I must say, I was thoroughly impressed. From the moment I called to book an appointment, the process was seamless. The reception team were incredibly receptive and accommodating, making it easy to schedule a convenient time. Upon arrival, I was greeted by friendly faces who made me feel welcome and at ease. The clinical staff were not only knowledgeable but also approachable, taking the time to listen to my concerns and address them with care. Their expertise was evident, and I felt reassured knowing I was in good hands. Overall, I can't recommend this practice enough. Their commitment to providing exceptional care shines through in every aspect of their service. If you're looking for a responsive GP practice with quick appointment bookings and a team of friendly professionals, look no further.

Prompt response to e-consultation requests

Excellent service provided so far. The response time for online consultations and subsequent follow-up has been prompt and efficient. Much appreciated.

Staff listened and responded quickly to concerns

I have recently switched to a new GP practice. I have experienced a couple of recent health concerns and I can honestly say that all the staff have been outstanding. The clinician I saw was very approachable, professional, efficient and compassionate. They were also very responsive to my issues which were addressed promptly. I found the communication from all staff members I interacted with, including reception, clinical support staff and pharmacy services, to be of a high standard. I cannot speak highly enough of them. They are all performing their roles exceptionally well and I am very grateful for their support.

Hard to book appointments at this practice

It has been difficult to secure appointments at this practice for quite some time, with availability seeming to disappear rapidly even when contacting the surgery at the earliest opportunity when lines open.

Proactive support made a real difference

The clinician at this practice has been exceptionally helpful and supportive. They showed great understanding regarding my child's school needs and took the initiative to liaise with a specialist on my behalf to expedite my treatment. They have provided outstanding care and are a genuine asset to the surgery. I am grateful for their assistance, which has made a meaningful difference to my family's wellbeing and my child's confidence at school.

Friendly reception made the visit pleasant

Quite satisfactory overall.

Same-day appointments if you ring early

I have been a patient at this practice for almost a decade and have consistently experienced excellent care. Initially, I found the appointment booking system somewhat unusual, but I have come to appreciate it greatly, particularly when I hear about the lengthy waiting times that friends and family members face at their own practices. Being able to call and speak with someone or receive an appointment on the same day is genuinely valuable. I would suggest setting a phone reminder for early morning and persisting with calls until you successfully get through.

Easy to book appointments but felt unheard

I have attended this practice regularly over the past year and have found it straightforward to book appointments. However, I have noticed a consistent pattern where clinical staff members appear dismissive of my concerns or do not seem to fully engage with what I am communicating. There was a clinician at the practice who provided excellent care, but they have since moved on, and my care was reassigned to another clinician. An appointment with this new clinician was particularly distressing, as I felt my concerns were not validated and I was left feeling unsupported in managing my health. Overall, the experience of seeking medical support from this practice has been quite challenging and emotionally difficult.

Friendly reception made the visit pleasant

Outstanding care and support