Bowling Highfield Medical Practice

Staff going above and beyond

I wanted to take a moment to leave a review because, while people often take the time to share negative experiences with GP surgeries, I think it's just as important to recognise the staff who genuinely go above and beyond to support their patients within the limits of their professional responsibilities. After experiencing ongoing difficulties getting my son's ADHD medication prescribed through his Right to Choose provider, despite the prescription having been issued by the pharmacist, we were left in an incredibly stressful situation. We are due to fly on the holiday of a lifetime in just a few days, and with such a small window to obtain his medication, I was becoming increasingly worried that he would have to cope without it. Today I spoke with Lynn at Bowling Highfield Medical Practice, and I honestly cannot thank her enough. From the moment she spoke to me, she promised she would do everything she could to help, and she stayed true to her word. She worked tirelessly and to the very best of her professional ability to ensure the surgery could issue the prescription before we leave. To some people, this may not seem like a huge achievement, but to families like ours it means everything. My son struggles enormously with changes to routine and unfamiliar environments, and we are about to undertake a 14-hour flight followed by three weeks away from home. Receiving Lynn's call to say the prescription had been issued brought an overwhelming sense of relief. It means my son can enjoy this once-in-a-lifetime holiday without being unnecessarily overwhelmed by challenges that could have been prevented. I completely understand that GP surgery staff have limitations and cannot always fix every problem. However, what stood out to me was Lynn's compassion, determination and willingness to genuinely try. She didn't make promises she couldn't keep—she simply said she would do her best, and she absolutely did. Thank you, Lynn, and thank you to Bowling Highfield Medical Practice. Your kindness, professionalism and dedication have made an enormous difference to our family. Staff who work this hard to support patients deserve to be recognised just as much as complaints deserve to be heard.

Efficient appointment and blood test on the same day

Attended a scheduled follow-up appointment today that included a blood test, with another appointment offered twenty minutes afterwards. There were other patients in the waiting area discussing their experiences rather loudly. The service provided today was excellent and I have no complaints. We should appreciate the care we receive. Thank you.

Felt dismissed and judged rather than supported

I visited this practice for assistance with longstanding back discomfort and significant sleep difficulties that have been part of my medical history for a considerable time, including from my period of military service. I was forthright about a previous struggle with substance dependency, even though my physical pain and sleep issues had clearly been present well before that chapter of my life. Unfortunately, I departed feeling undervalued and judged rather than helped. I was repeatedly informed that nothing could be offered, despite years of documented pain and persistent sleep disruption where I manage only around three hours of sleep nightly. When I highlighted that my records demonstrated these problems predated the dependency issue, my concerns still seemed to be attributed solely to that earlier period. The clinician's approach felt distant, disrespectful, and devoid of compassion. I recognise that healthcare professionals must exercise appropriate caution regarding medication in cases where there is a history of dependency, yet patients deserve to be treated respectfully and presented with alternative forms of assistance, specialist referrals, or other treatment options rather than left feeling without hope. I seldom voice complaints openly, but this encounter genuinely left me upset and feeling unsupported by the healthcare service.

Long wait times after initial patches prescribed

I was prescribed a topical treatment, only to be informed later that same day that I needed a medical consultation. However, I was advised that appointments wouldn't be available for two to three weeks. By that time, my condition could have resolved naturally or deteriorated significantly. I'm uncertain about the value of the initial treatment recommendation or the purpose of calling early in the morning if such lengthy waits are inevitable. The overall approach to my care felt ineffective.

Felt genuinely listened to at the surgery

I have recently been attending appointments at my local surgery. I must say the clinician I have been seeing is exceptionally kind, considerate and supportive. Both my spouse and I are very satisfied with the care we have received. The healthcare professional listens carefully and provides helpful guidance.

Persistent but helpful when you finally get through

Bowling Hall Medical Practice, Throughout our time as patients at this practice, my wife and I have consistently received good service from the staff. While appointment availability can be challenging, as it is at many practices, we have always managed to secure the care we needed. I would particularly like to express my gratitude to one team member whose professional and compassionate approach was invaluable during a challenging period. Their assistance in resolving matters for us made a significant difference to our experience and helped us manage our situation more effectively.

Phone appointment kept me waiting too long

I had a telephone appointment scheduled, but experienced significant delays in being contacted. When the call eventually came through, the connection was extremely brief before being disconnected. When I attempted to ring back, I was informed that the surgery was no longer available to take calls. I was disappointed by how this appointment was handled.

Reception staff spotted what others missed

I have to acknowledge that the reception staff truly deserve far more recognition than they typically receive. Over the course of 12 years, I had been given various diagnoses and underwent two years of therapeutic support, believing there was something significantly wrong with my mental health. However, when I mentioned experiencing chest discomfort to the receptionist and expressed concern about my symptoms, she promptly arranged an appointment with a clinician. It turned out that my condition was something entirely different than what had previously been suggested. Following proper testing and investigation, I finally received clarity on what was actually causing my symptoms, which had been presenting in a way that closely resembled a more serious cardiac event. It was an enormous relief to discover that my concerns were valid and not imaginary. After undergoing the necessary procedure, I have experienced a significant improvement in my wellbeing and have been free from the associated discomfort for several weeks now.

Reception staff spoke down to me about my needs

The reception team member I contacted by telephone displayed an unfriendly manner and threatened to disconnect the call if I continued speaking at my volume. After I mentioned my hearing difficulties, there was a slight improvement in their approach. I was simply seeking to book an appointment and explained that I cannot use patches due to literacy challenges, yet the staff member communicated with me in a condescending way that felt dismissive. The reception team would benefit from developing greater awareness and sensitivity when dealing with patients who have additional needs. When I attempted to try patches again to arrange a face-to-face visit, I received an automated message stating that the appointment slots for the day were full. This same response appears repeatedly unless one visits the practice in person to request an appointment at the reception desk.

Easy online booking made appointments straightforward

I am a relatively new patient at this practice, and while I did not visit doctors frequently in the past, I have now reached a stage in life where occasional health concerns have made appointments necessary. The team at reception have consistently demonstrated politeness and professionalism, whether I have interacted with them over the telephone or in person. The online appointment booking system has proven to be very convenient, and I have also found the telephone booking option to work well when needed. Throughout my visits, I have been seen by various healthcare professionals, all of whom have been courteous, professional, and supportive in helping me address my health concerns. The standard of care has been exactly what one would hope for.

Reception staff made me feel welcomed

The receptionist at the front desk was exceptionally polite and demonstrated genuine helpfulness. Their assistance made a meaningful difference to my visit. I am very grateful for the support provided.

Phone staff explained everything clearly and helpfully

I must commend the reception team for their courtesy and attentiveness whenever I have contacted the practice. While I regret not noting the name of the staff member who initially assisted me over the phone, she demonstrated exceptional professionalism, politeness and communicated all information in a straightforward and understandable way. The same level of service was provided by another team member who subsequently called me back. I would like to express my gratitude to the entire staff for their dedication and hard work, which often goes unrecognised in these feedback forums. Following my recent appointment, I was impressed by the clinician I saw, who proved to be approachable, easy to communicate with, highly professional and possessed considerable expertise. They explained everything clearly and in an accessible manner. This was among the most positive healthcare experiences I have had.

Difficult to book appointments here

This medical practice has significant issues with its appointment system, which operates on a limited basis with minimal availability slots. The organisation appears poorly managed, and important correspondence has gone missing. I would not suggest using this service.

Reception staff could be more helpful

The reception team's service fell short of expectations.

Confusing signage and impatient reception staff

The signage indicating rooms 6-11 upstairs appears incomplete, as room 12 is also located on that floor, which could be confusing for visitors. When I recently contacted the practice to arrange an annual health check, I found the reception staff at both locations to be somewhat dismissive and lacking in patience. I required medication before my scheduled review was due, and the explanation provided about how I would receive it was unclear to me. Rather than clarifying further, the staff member raised their voice and indicated they were aware of their responsibilities, despite my genuine confusion about when my next medication would arrive.

Reception staff made booking difficult and dismissive

It took several days to secure an appointment. The reception experience was disappointing, with staff appearing dismissive and making me feel like an inconvenience. I was subsequently offered a telephone consultation with no specific time slot provided, leaving uncertainty about when it would occur.

Reception staff were dismissive and rude to vulnerable patient

Patients often experience heightened anxiety when attempting to secure an appointment whilst managing existing health concerns, so a warm and reassuring demeanour from reception staff upon arrival would represent appropriate professional conduct and would provide considerable comfort to those already feeling the strain of pressures within our GP systems, particularly the most vulnerable. I accompanied a concerned family member to the surgery this morning and was disappointed by the reception we received. The receptionist's approach came across as dismissive and lacking in empathy. We had arrived early as the family member was experiencing leg discomfort. We were asked to leave as a fire alarm practice was underway and the surgery had not yet opened, which we understood and accepted without complaint. However, we were taken aback by the manner in which this was communicated. I recognise these are challenging times, and having worked in healthcare myself for many years, I understand the pressures involved. Nevertheless, I believe professional standards should be maintained regardless of stress levels, particularly when interacting with vulnerable individuals. Reception roles carry a responsibility to uphold professional conduct and to treat all patients with courtesy and compassion.

Long queue then told to use outdated booking system

Waited 25 minutes in the queue before being informed that future appointments would need to be arranged through an online system instead. Upon attempting to use this platform, I found that appointment slots could not be booked before 8am. Given that I work night shifts and am typically asleep until 2pm, this created a significant scheduling conflict, as no available appointments appeared after that time. The inability to access the booking system outside standard daytime hours made it difficult to arrange a consultation that would fit my schedule. It seems incongruous that an appointment booking system in the current era does not offer round-the-clock availability for scheduling future visits, particularly when many people work non-standard hours.

Phone lines impossible to reach in urgent situations

I've been attempting to reach the practice since early morning as my family member has been unwell for several days, and emergency services advised that urgent assessment was needed. After waiting over two hours without success, I'm extremely frustrated. Having been a patient here for more than a decade, I find the overall standard of care deeply concerning compared to other providers in the area. On a previous occasion, I was informed that test results were satisfactory, but when I requested documentation and sought a second opinion elsewhere, the findings were significantly different. The reception staff are adequate, though not exceptional. Throughout my years as a patient, I have not encountered practitioners I felt confident in. I believe the serious health complications my family member now faces could have been prevented with more thorough initial assessment and appropriate guidance. I'm aware the practice is familiar with my family's situation, but these concerns needed to be raised. I would urge that the practice be subject to proper review and evaluation. Financial constraints should not be an excuse for failing to provide compassionate care or to appropriately signpost patients to alternative services when necessary.

Impossible to reach by telephone

Absolutely appalling experience. It is extremely difficult to reach the practice by telephone, yet when attending appointments in person, there appears to be insufficient staff availability.