Birchwood Medical Practice

Heartless receptionist fails vulnerable patient in need

The receptionist displayed an astonishingly callous attitude during our phone interaction, embodying peak levels of indifference and disinterest. I called regarding an individual struggling with severe mental health challenges, who has been experiencing suicidal thoughts and self-harm following surgical removal due to homelessness. The receptionist's response was shockingly unprofessional. I strongly urge the manager to review the call recording from 14:14 on 21/11/24, specifically concerning the inability to complete an online form. Such dismissive treatment could potentially push a vulnerable person past their breaking point, underscoring an urgent need for comprehensive customer service and empathy training for front desk staff.

Terrible customer service from unprofessional physio receptionist

When I reached out to discuss my physiotherapy scheduling, I encountered an incredibly unprofessional receptionist named Laura. Her demeanor made me feel completely unimportant, and she flatly declined to record any reference details while treating me with utter contempt! This staff member urgently requires significant customer service training!!!!

Exceptional healthcare with compassionate and caring professionals

The Birchwood Medical Practice located in Horley stands out as an exceptional healthcare facility. Every staff member, from the front desk personnel to the nursing team and physicians, demonstrates professionalism, genuine helpfulness, and compassionate patient care. I want to extend special appreciation to Dr. Katerina, who has been incredibly supportive, displaying remarkable expertise while providing clear and comprehensive explanations regarding my ongoing medical concerns. I am optimistic that these health challenges will be effectively addressed. Without hesitation, I enthusiastically endorse this medical practice to anyone seeking quality healthcare.

Quick and compassionate care for my mother

I called this morning regarding my mother's medical concerns. A healthcare professional promptly arrived at her residence within a short timeframe and immediately began addressing her specific problem. The front desk staff was incredibly supportive, warm, and efficient. The clinician who visited was compassionate and understanding. This level of care is truly exceptional, and I am deeply grateful for the entire team's outstanding support. My sincere thanks.

Terrible service and unprofessional medical care

I placed an order for medication, and the doctor's response time is absurdly slow. It's completely unacceptable how long it's taking, and I'm seriously considering taking legal action due to the doctor's clear negligence and failure to fulfill his professional responsibilities.

Frustrating customer service at the pharmacy

I contacted customer service regarding an incomplete prescription, and during the call, after verifying my date of birth, I was left waiting on hold for what felt like an eternity—around 15 minutes or possibly longer. When someone finally returned, they offered a quick apology before unexpectedly claiming the prescription issue was my responsibility. This experience was particularly frustrating, especially since I've never encountered such problems with this service before, making today's interaction especially disheartening.

Incompetent practice endangering patient's life

After my wife's hospital discharge on February 24th, I reached out to the surgery on February 28th to request her new prescription. I was informed that the pharmacist would contact me that same day to authorize the medication. However, no communication occurred, so I called again on February 29th and received the identical assurance. Later that day, I got a text from the practice apologizing for missed telephone appointments, explaining that the pharmacist was ill and scheduling a new appointment for March 19th. This is critically problematic because my wife will exhaust her current medication by March 9th, potentially putting her life at serious risk before anyone can approve her revised prescription. The practice demonstrates a complete lack of competent administrative oversight and patient care management.

Great service with occasional phone wait times

Consistently prompt and delightful employees. Telephone communication typically involves some hold time.

Exceptional doctor who truly cares about patients

Dr. Davies is absolutely phenomenal! His expertise is truly remarkable, and he consistently demonstrates an exceptional level of care that far surpasses expectations. I am incredibly grateful for his outstanding support and comprehensive medical guidance.

Worst purchase ever disappointing product

What an absolute disaster!

Welcoming and helpful customer service team

Welcoming and pleasant employees

Compassionate doctor made all the difference today

Dr. Davies demonstrated exceptional compassion and attentiveness while treating my mother, who is currently experiencing significant health challenges, and provided tremendous support to me as well during this difficult time.

Becky made my blood test painless and quick

I've been a patient at this clinic for a decade, and as someone with a needle phobia, I was anxious about getting a blood test. Becky, the phlebotomist, was absolutely incredible. She drew my blood in mere moments, causing zero discomfort, and her compassionate approach completely dissolved my anxiety. If you struggle with needle fears, I cannot recommend Becky enough! 👌🏽♥️ Additionally, the reception staff deserve far more recognition than they receive. They consistently go above and beyond to assist patients, maintaining professionalism even in challenging situations. I recognize that patients who are stressed or difficult can sometimes unfairly take out their frustrations on these hardworking women. In my ten years of visits, I've learned that any issues were typically my own doing, not theirs. These front desk professionals truly give their all, and I have immense respect and appreciation for their dedication xxxx

Disappointing service with zero empathy

Absence of empathy.

Terrible service and total time waster

Update: still unbelievable. 8:30 scheduled time. Arrived ahead of schedule. Checked in right when they opened at 8:30. By 8:55, zero communication (not even a simple acknowledgment of the delay) so I departed. Inevitably late for work and my entire morning was utterly squandered. Hands down the most incompetent healthcare provider I've encountered in two decades living in the UK. Unable to offer advance appointments, just endless daily calls hoping for an opening. Truly baffling how my tax contributions are being utilized.

Terrible service ruined my already stressful doctor visit

Utterly disgraceful, we were forced to endure more than 60 minutes of waiting just to be informed that printing was impossible. For an individual already anxious about medical appointments, this encounter has been nothing short of traumatic. Entirely discouraged and repelled.

Exceptional healthcare with compassionate and attentive staff

Truly exceptional care at Birchwood Medical. The front desk staff consistently demonstrate incredible helpfulness and dedication to patient support. Every physician and nurse is outstanding, meticulous, and provides ample time during consultations. Unlike other practices where I've felt hurried or insignificant, here I always feel valued and respected. The overall management is superb, ensuring a smooth and comfortable experience regardless of the medical circumstances. I am deeply grateful for the remarkable professionalism and compassion shown by the entire team.

Phenomenal service from a true professional

Phenomenal support from Ms. Michelle Watts 👏👏👏 Absolutely deserving of more than 5 stars ⭐️ ... Much appreciation ...

Fantastic healthcare with caring and responsive staff

I have no trouble scheduling appointments as needed. The front desk staff are incredibly supportive and welcoming. The nursing team and medical professionals are skilled and comforting. The physicians are wonderful. My ongoing medication requests are processed promptly. I gladly endorse this medical center. People tend to complain too readily but rarely acknowledge good service. Appreciation goes to Birchwood for consistently providing reliable healthcare support.

Dentist office deserves more credit than expected

I found myself searching for their contact information and was taken aback by their poor rating, which motivated me to share my perspective. Despite the challenges they face with limited resources and financial constraints, I've been a patient here for an extended period and believe they manage quite effectively.