Birkwood Medical Centre

Long phone queue left me frustrated and dismissed

I spent over an hour waiting in a telephone queue before reaching someone. When I finally got through, I was informed that only emergency cases were being handled, but no guidance was provided about what would constitute an emergency in a general practice context. After eventually being seen, I was told that the assessment was subjective in nature and was subsequently removed from the practice list. This experience was deeply disappointing, and I have decided to leave with immediate effect.

Phone lines impossible to get through on

I have been a patient at this practice for many years and have encountered various difficulties throughout my time there. These include feeling dismissed and overlooked, as well as significant challenges with accessibility—the phone lines are often unavailable, and when they are operational, wait times to reach someone can be extremely lengthy. The overall experience has been quite frustrating. The practice does have some redeeming qualities, as certain staff members are genuinely pleasant and supportive when contact is finally established. However, these positive interactions are not enough to offset the broader systemic issues. I would welcome recommendations for alternative practices in the area.

Felt truly listened to and cared for

I had to take my mother for an appointment at the healthcare facility, and it was a wonderful experience. The clinical staff were excellent with my mother, and I was very appreciative of the care and compassion they demonstrated.

Reception staff were dismissive and unhelpful

The front desk team were unhelpful and dismissive, appearing disinterested in assisting patients. They made inappropriate comments about my health matters rather than leaving such discussions to clinical staff, which felt unprofessional. Obtaining a prescription has become unnecessarily difficult. The pharmacy department, which operates independently, was the only positive aspect of my experience at this facility.

Receptionist's rude phone manner left me embarrassed

I had scheduled an appointment for a booster vaccination at a medical centre I hadn't visited previously. Upon arrival, I was unable to enter through the doors and was instructed to use the bell. When someone answered, I found their manner to be quite abrupt. They asked for my name and then stated that I shouldn't be there before disconnecting the call. Several people waiting outside the nearby pharmacy witnessed this interaction and subsequently informed staff inside, who expressed their apologies for what had occurred. I was advised to lodge a formal complaint regarding the receptionist's conduct. I am now doing so, and I understand from others that this may not be an isolated incident. It appears there may be a need for improved training in customer service standards. Courtesy is a simple thing that costs nothing, and I feel this person may not be suited to their current role.

Couldn't get through on the phone for days

Frustrating experience! I attempted to call between 8-10 for three consecutive days without success. On the fourth day, I had to ring 13 times before finally getting through. Once I managed to book an appointment, the consultation itself was disappointing. The clinician came across as dismissive and didn't appear engaged with my concerns. The examination was brief, and I was advised to return in six months if my worries persisted. During the appointment, my mask slipped slightly and I was told sharply to adjust it properly before I could do so myself. I felt let down because I'd been worried for several days, and after struggling to secure an appointment, the visit itself was unsatisfactory. I've decided to switch to a different GP practice due to the ongoing issues I've experienced.

Modern building, dismissive staff and poor information

Registered at our current practice five years ago after relocating to the area. The facility presents well externally—spacious, contemporary, and well-maintained—which are positive aspects. However, there's a pervasive sense of being viewed as a burden, particularly when attempting to secure an appointment. My elderly mother might not have survived last year had I not visited the surgery in person and insisted staff examine photographs of a concerning skin issue on her back, as she had been dismissed during a telephone consultation. The condition proved to be seriously infected and necessitated emergency hospital treatment. Medical staff subsequently indicated how fortunate she was that a serious complication had not developed. Recently, when accompanying my mother to the attached pharmacy for a routine vaccination, I took the opportunity to ask about another preventative vaccination due this year. I was informed at the surgery entrance that my mother should wait six months following her recent vaccination before receiving the other one. Upon questioning this timeframe, I was directed to check with the pharmacy—despite the person providing this guidance being positioned to answer patient questions at the surgery itself. This seemed like problematic misinformation. When I relayed this advice to the pharmacy staff, their reaction suggested surprise at what had been communicated. My mother has since arranged her vaccination appointment at the pharmacy for the following week. While I recognise the pressures facing healthcare professionals and the ongoing challenges of the pandemic, many vulnerable patients depend on in-person consultations and deserve easier access to appointments. The practice needs to improve its service standards, as reflected in the feedback it receives.

Reception staff were dismissive and raised their voice

I had a very negative experience during a recent phone call with reception staff. The person I spoke with came across as dismissive and unhelpful, which left me feeling stressed and uncomfortable. I was given the impression during a previous call that I would receive a callback from a clinician, so I arranged time off work to be available. However, when I called back after waiting in the queue for a considerable time, I was told that no callback had been arranged, contradicting what I understood from our earlier conversation. During this call, the staff member's tone was sharp and raised, which made my existing anxiety worse. I subsequently became confused about appointment details and missed an appointment I had been waiting months for. When I apologised for the mix-up, the response was curt and made me feel worse about an already upsetting situation. The call ended abruptly after the lengthy wait. While I recognise that clinical staff have demanding schedules, I felt there was a significant discrepancy between what I was initially told and what I was later informed, and this was not handled with sensitivity. The overall interaction left me feeling dismissed and upset. I intend to raise a formal complaint about this experience, as I felt the service fell short of what I would expect and the manner in which the call concluded has affected me considerably.

Outdated procedures and impossible phone access

This practice continues to implement procedures that feel outdated, requesting sensitive information through public address systems and exchanging documents via window access. Attempting to reach the surgery during specified hours proves consistently difficult, with calls rarely connecting successfully. The overall service experience falls short compared to other medical practices in the area.

Phone queues made me go private

I recently paid £80 for a private online consultation lasting 20 minutes. Over the previous two weeks, I attempted multiple times to contact the surgery by phone but consistently found myself far down in the queue. I found this experience frustrating and feel the difficulty in accessing NHS appointments may be pushing patients towards private options. I believe this situation reflects poorly on the service provided.

Phone queue system leaves patients waiting hours

I would give a lower rating if possible, but one star is the minimum available. The appointment booking system is extremely frustrating. Calling at opening time puts you in a lengthy queue with many others, and after waiting for extended periods, you are often informed that no appointments remain. As someone who works, I cannot spend hours on hold waiting to book a consultation. I have experienced being in a queue position that barely progresses over significant time periods. On previous occasions, I have remained on the phone from early morning and only managed to get through hours later, only to be told that calls should have been made during an earlier time window. The practice also appears to disconnect their phones during periods of high call volume, which feels unprofessional. The reception staff generally come across as dismissive and disinterested in helping patients. Overall, this has been the most disappointing experience I have had with any medical practice.

Couldn't remember my reason by the time I got through

By the time you manage to speak with someone, you've already forgotten the reason for your call, which is frustrating.

Booking confirmed but vaccination clinic wasn't staffed

My husband attended his first vaccination appointment after booking through the NHS app, only to find that no staff member was available to administer the procedure that day. This was disappointing, particularly given the circumstances at the time, and especially for individuals who were already uncertain about proceeding with the vaccination.

Phone queue made appointment impossible

Spent a considerable amount of time on hold before being informed that the line was reserved for urgent matters. However, if the situation had been truly critical, alternative emergency services would have been contacted instead. Having been a patient at this practice for many years, there has been a noticeable decline in service quality since the transition to a larger medical centre format.

Couldn't get through on the phone queue

I have consistently struggled to reach the practice by telephone, spending considerable time on hold without progressing through the queue system.

Receptionist hung up mid-call without explanation

I am in urgent need of assistance and was disconnected by reception staff while speaking. This felt unprofessional and has left me frustrated about accessing the medical support I require.

Booking system leaves patients fighting for appointments

I feel very let down by the appointment booking system at this practice. The process seems to require patients to compete with one another by calling at 8 o'clock in the morning just to reach the reception team. After waiting on hold for around 30 minutes, staff often inform callers that no appointments are available and suggest ringing back the following day. This issue appears to be longstanding and has persisted for quite some time, rather than being a recent development.

Quick and efficient vaccination appointment

Received a vaccination appointment at the practice.

Professional and efficient vaccination appointment

Attended for my vaccination appointment and found the entire experience to be handled in a very professional manner throughout.

Couldn't get appointment for a month

I've been attempting to arrange an appointment for several weeks now to have an injury assessed, but I've reached the point where I'm no longer able to continue trying. I've decided to seek care elsewhere in the morning instead.