Bowling Highfield Medical Practice

Reception staff made me feel genuinely listened to

I would like to express my sincere gratitude to a member of the reception staff. This individual has consistently demonstrated exceptional helpfulness whenever I have contacted or visited the practice. They have shown genuine care and attentiveness, always taking the time to listen carefully and provide assistance. Their support has been greatly appreciated.

Receptionist resolved prescription mix-up quickly

There was a communication issue regarding a prescription when I went to collect it at the pharmacy; the pharmacy had not received the prescription from the surgery. Fortunately, the surgery was still open when I called. I spoke to the receptionist and explained that I needed to collect the prescription and obtain the medication before my husband departed for work. He'd had an appointment earlier in the week for his repeat prescription assessment and had been informed that it would be sent directly to the pharmacy. I can honestly say that the receptionist went out of her way to resolve the situation, contacted the on-call clinician, who authorised the prescription and sent it to the alternative pharmacy all within half an hour.

Staff were caring and genuinely helpful

The team demonstrated genuine compassion and provided valuable assistance throughout my visit.

Friendly reception can't fix the appointment chaos

An extremely frustrating experience with repeated unsuccessful attempts to secure an appointment, which is an ongoing issue. While the reception team members are pleasant and accommodating, the overall general practice service falls significantly short of expectations.

Phone lines constantly busy, impossible to reach

I am very dissatisfied with the service at this GP practice. It appears extremely difficult to reach them by telephone. Whenever I attempt to call, the line is perpetually engaged. Booking an appointment requires either a phone call or attending the surgery in person. For individuals with limited mobility who cannot attend in person, obtaining an appointment at the early morning slot is nearly impossible. I have tried calling at various times within a short window, but the line remains constantly busy. I have spent considerable time repeatedly attempting to call without success. In a further attempt, I visited the surgery directly. While present, I called from my mobile and observed staff members conversing with each other while the phone continued to ring without being answered. This unresponsiveness and lack of professionalism is disappointing. Given these circumstances, the practice appears to be functioning ineffectively. The standard of service is concerning. Furthermore, if you are running behind schedule, how are patients expected to notify them when calls go unanswered? Previously, I had an appointment with a specialist department and anticipated being slightly delayed. Despite making multiple attempts to call, no one picked up. Upon arrival, I was questioned about why I had not called ahead. While speaking with the receptionist, I made another call and, as expected, it went unanswered. When I subsequently consulted with the clinician, I was asked about my lateness. I explained my repeated efforts to contact the practice beforehand. Nevertheless, I was informed that only one matter could be addressed due to time limitations. This inefficiency is not of my making. The practice requires better telephone communication systems. I urge them to answer their phones.

Receptionist could've been more helpful

The reception team's service fell short of expectations.

Friendly receptionists made me feel at ease

I can genuinely say this is the finest general practice I've attended. The reception staff are welcoming and supportive, and the clinical team are exceptionally knowledgeable and approachable. I've experienced this consistently during my visits and when my family members have attended, and I can confirm that I feel comfortable and reassured whenever I visit the practice.

Impossible to reach by phone repeatedly

It has proven extremely difficult to make contact with the practice. Despite making numerous attempts to reach the surgery over several days, none of the calls have been successfully answered. When eventually speaking with someone at the practice, I was informed that no appointments were available and was advised to try calling back the following morning.

Wound care nurse helped ease my anxiety

I sustained a significant finger injury at work that required stitches at the hospital. Over the following three weeks, I attended my local practice on multiple occasions for wound assessment, treatment, and dressing changes. The practice nurse who provided my care demonstrated exceptional professionalism and attentiveness throughout my recovery. Given my initial anxiety about the injury, I found the reassuring and compassionate approach particularly valuable in helping me feel more confident and at ease. The care I received was of a high standard and reflected genuine commitment to patient wellbeing. I am grateful for the support provided during this period.

Reception staff made me feel genuinely welcome

I would like to express my sincere gratitude to the receptionist on duty. During my visit to the surgery, the staff member was exceptionally helpful and welcoming, greeting me promptly upon arrival and treating me with considerable courtesy and respect. They efficiently processed my information and guided me to the appropriate waiting area upstairs.

Couldn't get appointment after repeated calls

Extremely disappointing experience. My partner attempted to secure an appointment for our young child and has been unable to do so despite multiple attempts over consecutive days. We were repeatedly informed that no availability existed. This has been deeply frustrating. I cannot recommend this practice to others.

Reception staff gave helpful and friendly advice

I appreciated the helpful guidance and courteous manner shown by the receptionist at the clinic today, who was friendly and professional throughout our interaction.

Staff member kept me informed about referral progress

I would like to express my gratitude to the staff member who conducted a comprehensive investigation and kept me informed regarding my pending referral. Unfortunately, circumstances did not unfold as anticipated and additional waiting time became necessary. I appreciate the effort and diligent work demonstrated in putting matters back on track. Thank you for the thoughtful approach and continued dedication to resolving this matter.

Reception staff lack basic knowledge and training

Having been a patient at this GP surgery for many years, I feel let down by the consistently inadequate service I have experienced. The ongoing difficulties with front desk staff performance have been particularly frustrating and worrying. A key responsibility of reception staff is to respond to patient enquiries promptly and accurately, yet the team here often appears to lack basic knowledge. When I contacted the surgery to check on important test results, I found the response unhelpful. Being told "I'm not sure who will be sending your results" felt unprofessional and suggested insufficient training. Patients deserve clarity about their own medical information rather than being left uncertain due to staff limitations. Getting an appointment at this surgery has proven increasingly difficult over time. The lack of available slots has led me to attend A&E on occasions, only to be told that my issue should have been managed by the GP instead. This situation feels like a missed opportunity for proper patient care and places unnecessary pressure on emergency services. It also appears that the reception team may not have received adequate training for their positions. Their difficulty in handling patient questions effectively and their approach to directing people toward A&E for matters the GP should address suggests a gap in understanding what their role entails. While receptionists are not clinical staff, they seem to operate without sufficient knowledge or support to manage their responsibilities appropriately. Unless meaningful changes take place, I would struggle to recommend this GP surgery to others looking for dependable and professional healthcare support.

Couldn't fault the reception staff

Cannot find fault

Long wait for blood test appointment

I have been waiting for an extended period to receive an appointment for a blood test related to my ongoing health monitoring.

Long waits and struggling to book appointments

I believe the healthcare system may be moving towards privatisation… it's becoming increasingly difficult to access appointments with medical professionals, and emergency departments appear to be operating with insufficient staffing levels. Industrial action is adding to these concerns. It's quite worrying 😢

Friendly appointment with thorough advice given

I attended an appointment following a recent health concern. The clinician I saw was very approachable and conducted a comprehensive consultation, providing me with helpful guidance and arranging an onward referral as needed.

Struggled to get through on the phone line

The telephone line frequently appears unavailable, and even when you manage to get through, you find yourself in a queue. After multiple attempts to reach the practice, the line remains engaged. It's concerning to experience such difficulty accessing services, particularly if someone were facing a genuine medical need. This level of accessibility challenge likely contributes to the pressures faced by healthcare services.

Results explained clearly and thoroughly

I attended an appointment to receive my test results following a notification I had been sent. The clinician not only provided me with the results but also took time to explain them in detail. The interaction was reassuring, comprehensive and genuinely helpful. I appreciated the thorough approach taken.