Bridge End Surgery

Surgery refused appointment for spreading infection

The surgery declined to provide an appointment for my child who had been advised by a first aider that there was a foot concern that appeared to be worsening. As a young child, she was unable to receive assistance at this practice and instead had to spend considerable time at hospital for treatment. This experience felt deeply inadequate.

Couldn't get through on the phone

I had a very disappointing experience.

Receptionist wouldn't help chase test results

I find these services to be incredibly frustrating and unhelpful. Over an extended period, I experienced significant delays in receiving a diagnosis for a serious condition, and I had to personally request a referral to a specialist to move things forward. My most recent experience has been equally disappointing. Following imaging at a hospital some weeks ago, I was informed of an abnormal finding. When I contacted my GP practice about a week later, the receptionist indicated the results were with the clinician. This conversation took place on a Tuesday, and when I asked whether I should follow up the next day, I was told that would be unlikely to be helpful. I then enquired about calling later in the week, and received a vague response suggesting it was up to me. I found this entire experience to be completely unacceptable.

Hard to reach appointments through phone queues

When appointments are secured and consultations take place, the clinical staff demonstrate genuine warmth and provide effective care. However, the process of obtaining an appointment presents considerable challenges. Following numerous attempts to reach the practice this morning regarding my young child's health concern, I was advised to attend an alternative location the following afternoon due to unavailable slots at the main surgery, with the reason given as scheduled staff development. While I recognise the importance of professional training, it seems questionable whether scheduling such activities on days that typically experience higher demand—such as at the beginning or end of the working week—represents the most considerate approach. Additionally, the receptionist enquired whether my child had a specific respiratory condition, which felt premature given that the purpose of my call was to seek professional assessment to determine what might be occurring. I am mindful that the NHS operates under significant pressure and I have sympathy for those working within it, yet the overall experience suggests the practice prioritises barriers to access over facilitating patient consultations.

Reception dismissed concerns without checking availability

I attended my GP surgery in the afternoon as I was concerned I might have a urinary tract infection, particularly given my recent medical situation. I approached the reception desk and asked whether it would be possible to see a nurse for a test to help confirm my suspicion. I was told that the practice was closed for training that afternoon and that no clinical staff were available. This response was given without the receptionist appearing to check the appointment system. I decided to leave and visited a nearby pharmacy instead. They assisted me in contacting the out-of-hours service, and I was assessed at the local hospital within a couple of hours, where my concerns were confirmed. I felt disappointed that I was not offered an appointment or alternative support at the surgery, and instead was simply turned away without further assistance.

Impossible to reach by telephone

Attempting to reach the practice by telephone proves extremely difficult, with calls frequently going unanswered.

Reception staff were dismissive and unhelpful

If you're thinking about registering with this practice, I would strongly advise against it. Our family has experienced multiple issues here, not just one isolated problem. When calling the reception team, they come across as unwelcoming and unhelpful. I recognise they likely handle numerous calls daily, but they are often the first point of contact for patients who may feel anxious or hesitant about seeking medical care, even for serious concerns. These staff members set the tone for the entire experience. My partner attended with an ear infection, describing the examination as quite uncomfortable. During the appointment, the clinician appeared uncertain when using the examination equipment, which understandably did not inspire confidence. I visited with neck pain and was simply directed to arrange physiotherapy, only to receive a call the next day informing me I didn't meet the criteria for that service. Additionally, we have been repeatedly unable to schedule our daughter's routine infant vaccinations, with the practice citing bank holidays as a barrier. Even when our health visitor intervened to request an earlier slot, the practice declined to accommodate this. Our health visitor indicated they would normally arrange these appointments without difficulty, but encountered unusual resistance on this occasion. To be clear, I have only been registered here for four months, and it has been a consistently disappointing experience from start to finish. I am now transferring to another practice because I lack confidence in the staff working here. I am sharing this review so that others can make an informed decision and avoid wasting their time registering with this surgery.

Phone lines constantly busy and unhelpful reception staff

Disappointing experience overall. Getting through by telephone has consistently proven difficult. I missed an incoming call, and when I attempted to return it, I was kept waiting on hold for approximately thirty minutes before someone answered, only to have the line disconnected immediately. I made another attempt and waited for a considerable period before deciding to visit the practice in person. Upon arrival, I observed that the phone appeared to be unattended, and when I explained the situation to the receptionist, I received no acknowledgement of the inconvenience, only a question about why I had called in the first place. I would not feel confident recommending this practice to others, as the overall service fell well short of expectations.

Long waits and doctors don't listen properly

It takes a considerable amount of time to secure an appointment at this practice. When you do manage to get seen, there is a sense that concerns are not being properly heard. The frequent rotation of clinicians means you are constantly explaining your situation from scratch rather than building continuity of care. As a result, I am exploring other options for my healthcare needs.

Reception staff didn't listen to my concerns

The reception team repeatedly misplaced my medication list and demonstrated a lack of compassion in their interactions. While this may reflect broader organisational issues, it remains an unsatisfactory experience.

Couldn't reach surgery despite repeated morning calls

Discharged without prescribed medication despite a significant family medical history. Have been attempting to contact the practice at opening time for three days without success.

Refused emergency inhaler over weekend wait

I have a long-standing respiratory condition and was recently hospitalised due to a flare-up. I found myself unable to obtain my prescribed reliever medication as my inhaler had expired, and this occurred over the weekend. The 48-hour waiting period for a replacement felt inadequate given the nature of my condition, as symptoms can escalate rapidly without access to my medication. I'm concerned this situation may result in another hospital admission and emergency service involvement, which feels like an avoidable outcome.

Long-term patient left without prescription support

Excellent experience previously. I have been a patient at this practice for many decades and it now appears to be closed. A prescription request was sent from the hospital to my GP practice but nothing came through. This created considerable confusion. I had to contact the hospital again to clarify the next steps.

Prescription decisions felt inconsistent and worrying

The clinical team appeared to exercise discretion regarding prescription provision for respiratory medication, which caused concern about access during potential emergencies. This experience fell short of expectations, and formal feedback will be submitted.

Phones never answered when calling in

Disappointing experience, though it's possible they may not be aware of the phone lines ringing. Not a satisfactory visit overall.

Impossible to get through on the phone

The appointment booking process at this practice is extremely difficult to navigate. After numerous attempts to reach the surgery by phone, I was only able to speak with someone briefly. The underlying issues with the system are unclear, but the situation definitely requires improvement.

Reception phone lines need improvement

The clinical consultation itself was excellent once it took place. However, the reception team would benefit from improving their telephone answering procedures.

Receptionist dismissed concerns about heart palpitations

Multiple attempts were made to secure an appointment, with various obstacles arising each time. It was only after contacting an external service and them advising that availability existed within the same day, along with logging a formal complaint, that an appointment was eventually provided. A subsequent call regarding cardiac symptoms and a missed follow-up contact was met with a dismissive response from reception staff, despite confirmation that a call should have been received earlier for this specific matter. The overall experience was deeply frustrating.

Reception staff needs better phone manner training

A member of the reception team displayed unhelpful telephone manner when handling appointment requests. For individuals seeking support with personal health concerns, interactions with this staff member may leave callers feeling particularly distressed and unsupported rather than assisted.

Reception staff weren't very helpful

The receptionist appeared unwilling to provide assistance.