Bowling Highfield Medical Practice

Reception and clinical team handled everything professionally

I have been a patient at this practice for over ten years. While I haven't required frequent appointments, I have attended annual check-ups during this time. On two separate occasions, the clinician I saw identified something of concern and appropriately referred me for specialist assessment at a hospital. Both referrals proved to be justified and necessary. Despite lacking specialist expertise and equipment, the care provided was excellent. Beyond the doctor, I found the reception staff, nursing team, and other clinicians I encountered all delivered professional and high-quality service. I think it's worth acknowledging that the increased patient volume following the easing of pandemic restrictions has placed considerable demands on practice staff, and this context should be considered when evaluating service delivery.

Couldn't get through after multiple morning calls

I attempted to schedule an appointment over the course of several days by calling early in the morning. The automated message system disconnects calls after a brief period, making it difficult to reach someone. I was advised to use the online booking system, but available slots were not appearing for an extended period. After spending considerable time on the phone with multiple attempts to get through, I found the appointment availability frustrating. I would have difficulty recommending this practice based on my experience with their scheduling system.

Phone lines consistently unavailable this week

I have been attempting to contact this practice throughout the week and consistently received the same automated response indicating that calls cannot be processed. I tried calling from multiple different phone lines without success. It is difficult to access medical care when telephone calls go unanswered. I am also unable to use the online system as I do not have the necessary login credentials to request prescriptions. The service has not felt particularly responsive to my needs. I am still waiting to hear back regarding a complaint I submitted.

Reception team went above and beyond for us

The reception team consistently demonstrates a welcoming and helpful approach, particularly when assisting with family-related matters. In recent times, two members of the reception staff have been exceptionally supportive and gone the extra mile to provide assistance. Their efforts were genuinely valued and much appreciated.

Reception team handled everything quickly

The reception staff were extremely helpful and efficient. My inquiry and documentation were processed promptly.

Receptionist helped me get same-day appointment

I don't usually write reviews or visit the doctor. I was feeling quite poorly and the reception staff made a real effort to ensure I could be seen on the same day. I'm very grateful for that.

Appointment waits have become frustratingly long

I have been a patient at my previous practice for 40 years without any issues. However, I now find it very difficult to speak with a clinician or secure an appointment within a reasonable timeframe. Since the merger, I have experienced the same difficulties I encountered at my former practice decades ago, including challenges with reception staff conduct. That said, I do acknowledge that the reception team are generally as supportive as their circumstances allow and maintain a courteous manner. During a recent visit for a routine health check follow-up, I was asked to provide samples again despite having done so just two weeks earlier. My underlying concerns continue to go unaddressed, and I feel that attributing all current issues to external circumstances serves as an easy explanation. The practice previously maintained a strong quality rating when it operated under different management. I am puzzled about what has changed.

Staff made me feel genuinely safe and heard

I attended a different practice than my usual one, and despite dealing with significant personal health challenges, the team demonstrated clear awareness of my situation and created an environment where I felt secure and at ease. The clinician and specialist support worker were exceptional, arranging my prescription with impressive speed on the same day. Given the considerable demands they face, their compassionate approach was genuinely reassuring and wonderful. I'm very grateful.

Phone queue turned away without appointment option

Called the practice this morning seeking a consultation for a young child experiencing health concerns and needing to discuss medication options. Was informed that only emergency calls were being accepted that day and questioned about why medication hadn't been ordered previously, despite it not being set up on a repeat prescription. Found this response frustrating given the circumstances and the difficulty in accessing care for a child requiring medical attention. Seriously considering submitting a formal complaint about the experience.

Friendly staff made me feel welcome

I have recently become a patient here, and my experiences so far have been quite good. Both the front desk staff and the healthcare provider have been welcoming and supportive in all my dealings with them. I would have no hesitation in suggesting this practice to others.

Missed phone appointment left me frustrated

I had a second telephone appointment that didn't happen as expected. I was given a specific time window, but when I called the surgery to clarify what was going on, I was told that I shouldn't have been given a time and that the clinician could ring me anytime throughout the day. I'm frustrated with how I've been treated by this practice. They provided good care previously, but since the merger and the pandemic, my confidence in them has declined significantly.

Staff member made helpful calls on my behalf

I recently contacted the practice regarding an ongoing referral matter that I had been managing for several months. The staff member I spoke with demonstrated professionalism, understanding, and compassion throughout our conversation. They made the necessary inquiries on my behalf and subsequently called back to confirm that I had been placed on the relevant waiting list. I am very grateful for the support provided by the practice during what has been a challenging period. Thank you for your continued good work.

Phone system needs urgent improvement

The phone system involved a lengthy period of waiting before being informed that the call could not go through. After numerous attempts made over an extended period, a connection was eventually established. While the reception and clinical staff were not at fault, the overall experience with the telephone system was unsatisfactory and this issue requires attention.

Felt unheard and dismissed at appointment

I had a very poor experience at this practice.

Receptionist made booking process straightforward

I can only say that the reception staff provided fantastic assistance and demonstrated helpfulness and proficiency throughout. Thank you.

Reception team went the extra mile

Bowling Hall is an excellent practice to be a patient at. The clinical staff and reception team have consistently demonstrated helpfulness and willingness to go above and beyond in their support. While it's natural to want swift resolutions when unwell, it's important to appreciate the considerable effort the team puts in during challenging circumstances.

Long phone queue delayed urgent prescription

I have had a very disappointing experience with this practice. I required urgent medication following an emergency consultation and was assured it would be processed quickly. However, I spent the entire day waiting for my prescription to be completed and signed off. When I called to follow up, I was placed in a queue for over 45 minutes, and this occurred on a Friday which made the situation more frustrating. Given my serious respiratory condition and multiple health concerns, I felt let down by the level of service. I am considering pursuing this matter further and exploring other options to address my concerns about how my case was handled.

Phone booking process was frustrating and confusing

I called to speak with a doctor or arrange an appointment. The receptionist asked me numerous questions, then mentioned something about a photo call that seemed to take longer than expected. There appeared to be some difficulty with communication, and the call was then disconnected.

Long phone wait then abruptly disconnected

I found it frustrating to wait an extended period while on hold, only to be informed that the call could not be processed at that time and asked to ring back later.

Impossible to reach the practice by phone

I have experienced significant difficulty reaching the practice through telephone contact. Regardless of when I attempt to call, I encounter a lengthy automated message outlining their services, which ultimately informs me that my call cannot be processed before disconnecting. On a recent occasion, I waited for an extended period before the line was terminated without resolution.