Bridge End Surgery

Relief doctor took time to listen properly

Saw a locum clinician today and felt compelled to share feedback. Without question, this was the most comprehensive and professional consultation I have experienced in over two decades. It reminded me of an era when healthcare providers genuinely invested time in listening and then provided thoughtful solutions to health concerns. I wish this standard of care was available on a permanent basis. I would also like to commend the reception team, who consistently perform admirably despite facing considerable challenges. While there are many negative accounts about the NHS circulating, the service remains invaluable. Well done to the practice.

Phone queue system let me down badly

Called to book an appointment and selected the callback option after waiting in a lengthy queue. When the practice rang back, the call disconnected unexpectedly. Upon attempting to reschedule, there were no available slots remaining at that time of day. Found this experience quite frustrating.

Efficient practice that listens and cares

An exceptionally well-run practice staffed by highly skilled, compassionate and understanding professionals across all departments, from administrative staff through to clinical team members. While I recognise that some may have concerns, any difficulties encountered are reflective of broader systemic factors rather than shortcomings of this particular practice itself - I genuinely cannot speak highly enough of them.

Impossible to book appointments when working away

This practice is extremely disorganised. Appointments are consistently difficult to obtain. I have made requests for flexible scheduling due to my work commitments, and despite the staff being aware of my situation, they have shown little willingness to accommodate this. The service has been disappointing.

Early morning calls get you seen quickly

The practice has consistently been available when I've needed support. By following the standard appointment booking process, I've been able to access appointments reliably. Following a significant health event several years ago, the team has demonstrated genuine compassion and attentiveness in my care. I'm genuinely thankful to the surgery for their ongoing support and understanding. I recognise that healthcare provision presents many challenges, so I wanted to express my appreciation for the dedication shown.

Online booking system didn't offer suitable appointment times

I struggle to secure appointments at this practice - with the exception of routine screening appointments. I did manage to book one approximately a year back regarding a health concern, and was advised to arrange follow-up visits, but have been unable to obtain any subsequent slots. I was hopeful the online booking system would improve access. Upon submitting a request, the practice contacted me twice, each time presenting only a single available appointment (identical both times), which I was unable to attend due to prior commitments. They indicated they would ring back to find a time that suited my work schedule, but this call never materialised. Today I finished work earlier than usual, so I attempted the online system once more. I'm unsure of the closing time for requests, but I was unable to book an appointment. I'm puzzled as to why colleagues manage to see their GPs without difficulty while I face such barriers. It's frustrating that accessing care seems so challenging, and I'm left wondering what steps I need to take. Over time, I've accumulated several health matters I'd like to discuss, but the difficulty in securing appointments has prevented me from raising these concerns.

Struggling to book appointments by phone queue

I have attempted to secure a telephone consultation on three separate occasions this week. On each attempt, I called at the designated time and found myself waiting in a queue, only to be informed that no appointment slots were available. I was disappointed to discover that this practice does not appear to offer online booking options, despite expectations that such services should be accessible. Despite being advised by a healthcare professional to arrange an appointment, I have decided to stop trying.

Long waits and impossible appointment availability

The practice appears indifferent to patient needs and availability remains a significant issue. After waiting several months with no improvement, I spent considerable time in the queue only to be informed that no slots were available, then was asked to try again the following day. This experience was frustrating and felt inefficient.

Reception staff helped during stressful appointment

Excellent service from the reception team. I attended an appointment and was advised that hospital attendance was necessary, which was understandably concerning. The reception staff were very supportive and assisted me in contacting a family member. I'm grateful for their assistance.

Phone queue system causes repeated frustration

Repeat prescriptions consistently arrive later than expected. Obtaining appointments proves extremely difficult, and accessing services in general is challenging. The appointment booking system lacks user-friendliness. Attempting to call at 8am requires persistent dialling, and the phone system capacity is limited, accommodating only a small number of callers simultaneously. The automated message is lengthy and unhelpful, adding to the overall frustration. When eventually connected, the wait to speak with reception staff is considerable, only to be informed that no appointments are currently available and that calling back the following day is necessary. Requests for future appointments are declined, with staff stating that advance bookings cannot be made. The standard of service falls significantly short of what would be acceptable in other industries. The experience is detrimental to wellbeing and the practice is not recommended.

Hard to book appointments without arriving early

I have been attending this surgery for a considerable period, and I feel let down by the standard of service provided. Securing an appointment presents a significant challenge, with availability appearing limited unless you arrive at the start of the day. The booking process appears to lack efficiency, and there seems to be unnecessary barriers preventing patients from accessing the care they require. Additionally, the customer service experience has been quite unsatisfactory. The reception team, particularly, comes across as unhelpful and lacking in professionalism. There is a member of staff whose demeanor suggests reluctance to engage with patients. Their manner appears dismissive, and interactions feel deliberately obstructive. Overall, the surgery would benefit from substantial improvements to both its appointment scheduling and customer service approach. I would anticipate a higher standard from a healthcare provider of this nature. I would not recommend this practice.

Hard to book appointments in advance here

It can be challenging to secure an appointment at this practice. Availability appears to be limited to same-day bookings only.

Supportive care for elderly family members

I cannot speak highly enough of this practice. My elderly relative is dealing with significant health challenges and memory difficulties. The reception staff, nursing team, and clinical staff have all been remarkably helpful and provided excellent support throughout.

Staff were genuinely caring and responsive

My elderly relatives have experienced various health concerns over recent years. Despite living at a considerable distance, I have nothing but positive things to say about this practice. They have consistently demonstrated helpfulness and responsiveness, with staff members showing genuine kindness throughout. The team displays real compassion in their approach, and I am genuinely appreciative of all the support they have provided.

Straightforward booking made the process easy

The visit was straightforward and efficient.

Receptionists went above and beyond for us

I wanted to share that over the past several weeks, the front desk team has been exceptionally supportive and have followed through on their commitments whenever we've required help. We recognise that their scope is limited by what the clinical staff direct them to do, but within those boundaries they have been outstanding! We recognise that positive feedback isn't always shared as readily as complaints, so we felt it was important to contribute a balanced perspective.

Felt genuinely listened to about my concerns

I wanted to express my gratitude for the exceptional care I received. The team demonstrated genuine empathy and understanding, providing knowledgeable guidance throughout my healthcare journey. Having heard concerning accounts from others about their experiences at various practices, I approached my appointments with some apprehension and worried about being overlooked. Instead, I found the support to be outstanding and truly reassuring. Thank you so much.❤️❤️

Impossible to book an appointment here

Unable to secure an appointment for my granddaughter. The situation is quite frustrating.

Reception staff unhelpful when requesting medication

I contacted the reception team to request a repeat prescription for my regular medication. Unfortunately, the interaction was disappointing. The receptionist was unhelpful and dismissive, and I felt the manner in which I was spoken to was quite abrupt. My request was not accommodated, which means I will be without my essential medication for several days. The call ended abruptly, which added to my frustration. I intend to lodge a formal complaint about this experience.

Frustrating same-day appointment policy only

It is deeply frustrating that the appointment booking system only allows scheduling for the same day that you make the call. This approach to managing availability seems counterintuitive for a public healthcare service.