Birbeck Medical Group

Receptionist promised callbacks that never came

The receptionist informed me on two occasions that the GP would contact me, but I did not receive the expected call. I found this experience to be unprofessional.

Struggling to access care when needed most

Struggling to access appointments despite having multiple ongoing health concerns. Feel largely unsupported and left to manage independently. Would benefit from having a consistent healthcare provider for continuity of care, though unclear if this is in place. Dealing with persistent discomfort without adequate management. All interactions have been conducted remotely. Feel like a burden when seeking assistance.

Reception staff breached patient confidentiality repeatedly

The handling of patient confidentiality by administrative staff has been deeply concerning. There appears to be a troubling pattern of discussing patient information outside of professional settings, including with personal contacts, which risks wider dissemination of sensitive details. Staff in positions of trust should maintain strict boundaries around patient privacy. In a close-knit community where information spreads quickly, this is particularly problematic. If protecting the confidentiality of your health information and medical history is important to you, this practice may not meet your expectations.

Always available when we've needed help

I cannot fault this medical practice. Whenever I or my family members have required medical assistance, it has consistently been accessible. The clinical staff and administrative team are excellent, and I genuinely appreciate all the support they provide.

Phone lines constantly engaged when urgent help needed

I have been attempting to contact the practice by telephone to arrange an appointment or speak with a clinician regarding a family member's health concerns. Since calling at 8.25am, the line has been continuously busy throughout the morning, and remains so at 12.30pm. This is deeply frustrating. We have lodged a formal complaint regarding our experience at this practice. We requested medical records and have now been asked to provide a third sample for testing following what we believe were errors with previous submissions. We feel this situation has been mishandled, and our family member continues to experience significant discomfort without adequate resolution. I would encourage others who feel they have experienced ongoing difficulties with their care to request their medical records. I believe there may be discrepancies worth reviewing, and this appears to be a wider issue affecting healthcare services more broadly.

Phone lines too busy to book appointment

I attempted to book an appointment for a family member at the requested time, but was unable to reach the practice by phone. Despite multiple attempts, the line remained unavailable and no appointment could be secured.

Friendly reception made the visit pleasant

Excellent

Left on hold while staff ignored the phone

This practice has been a disappointing experience, with repeated administrative errors and unprofessional conduct. During a recent phone call, I was left on hold while staff members were audibly socialising in the background for an extended period before the call was disconnected without explanation. This behaviour was completely unacceptable. I have decided to escalate my concerns to the practice management as these issues have persisted for too long. Additionally, one member of the reception team has been consistently unhelpful and dismissive. It took multiple phone calls to get my contact details recorded correctly, which meant I missed important callbacks as the practice was unable to reach me. The level of disorganisation and lack of professionalism has been genuinely shocking. If you are considering registering with a practice, I would strongly recommend looking elsewhere.

Efficient econsult service put me at ease

I have been fortunate not to require my GP practice frequently over time, but following a recent period of illness, I have found nothing to criticise about this practice whatsoever. As someone who prefers to avoid telephone contact and is mindful of the pressures on services, I have found the online consultation service to be a far more suitable way to communicate. The system appears to operate with considerable efficiency. I received a prompt response and was offered appointments when appropriate. Both the reception team and clinical staff have been exceptionally helpful and made me feel reassured (being unaccustomed to illness, I suspect I may not be the easiest patient to manage). I would gladly recommend this practice to others. My thanks to everyone involved.

Receptionists actually listened to my concerns

The reception team members are excellent at handling enquiries and responding helpfully, unlike certain individuals who seem to overstep their role. It's understandable that wait times can be longer when particular staff members are managing the desk.

Easy online booking and helpful doctors

It was straightforward to arrange a telephone consultation through the online system and connect with a clinician of my preference. The healthcare professionals I have interacted with throughout the past year have consistently provided clear information and demonstrated a helpful approach.

Got through to someone same day always

Excellent healthcare facility. All clinical staff members have been outstanding and have approached every appointment and discussion with genuine care and attentiveness. Despite being a busy establishment, I have consistently been able to reach someone the same day when needed. Much appreciated!

Couldn't get through after repeated phone attempts

I attempted to contact the medical practice this morning to arrange an appointment for my partner, who had been experiencing health issues for approximately two weeks. I began trying to reach them by phone from early morning and persisted for around twenty minutes without success, as the line remained continuously engaged. Following this unsuccessful attempt, I explored alternative contact methods and discovered that while email communication is available through an online account system, the verification process for new email addresses extends over a period of several days before contact can be made. I found this situation frustrating, as it created significant barriers to accessing timely medical care when my partner required prompt attention. The combination of telephone unavailability and delays in setting up alternative communication channels made it difficult to arrange the appointment needed.

Felt ignored and uncared for during visit

The level of care and attention provided to patients fell significantly short of expectations.

Clean entrance would improve the experience

Attended for a routine health check today. The appointment ran on schedule. The staff member was very pleasant and professional. However, I observed that the building entrance appeared quite dirty and could benefit from a thorough clean, including the doors. Given current circumstances, I felt the maintenance standards could be improved.

Rude response to mental health form request

I submitted an online form requesting a callback regarding my medication and received an inappropriate and discourteous text message in response. Rather than receiving the expected callback, I have been unable to reach the practice during morning hours.

Reception staff were dismissive during phone call

My partner recently called the practice to update some information, and the receptionist who answered the phone was quite rude. Her manner was dismissive, and she seemed unwilling to take the time to input the details into the system. If someone isn't happy in their role, they shouldn't treat people the way they were treated during that call. Just an hour after opening and already stressed out—everyone deserves to be treated with respect and courtesy. I was very disappointed with the attitude displayed, and I feel that additional training on managing stressful situations would be beneficial for the team.

Receptionist dismissed urgent symptoms without proper assessment

I attempted to schedule an appointment and described my symptoms to the receptionist, who advised me to call back the following day to complete the booking. However, I subsequently required emergency transport to hospital during the night due to a serious allergic reaction.

Fast service and well equipped practice

A reasonably satisfactory NHS practice with good service and fairly prompt appointments. The facility is well-resourced and equipped. My experiences have been varied over time, though on balance I have been a patient there for a considerable period without any significant concerns.

Couldn't get through on the phone line

The only thing I can say is that the experience was quite disappointing!