Bridge View Medical Group

Long queues and dismissive appointments

I found my experience with this practice to be extremely disappointing. The clinic appeared to be significantly understaffed relative to patient demand. When I attended with concerns about a potential condition, I felt dismissed due to my age and was not offered any diagnostic testing. After changing to a different practice, I received a referral for specialist investigation without delay. The waiting areas seemed consistently overcrowded, with what appeared to be far more patients than available appointment slots each day. I would not recommend this practice based on my visit.

Remote-first approach leaving patients feeling unsupported

I have been with this practice for many years, and I am disappointed to observe that it appears to be moving away from the personalised care approach it previously offered. I perceive that most interactions are now conducted remotely. This includes routine health checks conducted over the phone or via online forms, with clinical guidance also being provided through online submission. When appointments are eventually offered following online form completion, there can be significant delays—in my case, an appointment was scheduled three weeks later, though the clinician was thorough when I was finally seen, by which point eight weeks had elapsed since my initial concern arose. I have now been asked to attend the surgery to use the self-service monitoring station to record my blood pressure, height, and weight, and to provide a urine sample with my details clearly marked. My annual healthcare assistant appointment typically includes these measurements along with blood tests, which I am grateful have not yet been requested as self-administered procedures, meaning I still need to schedule a separate appointment for these. I wonder how much further this trend will progress before patients are expected to obtain their own diagnostic equipment and submit readings online, awaiting notification of results by text message. Update: I recently used the self-service monitoring station as instructed, which felt somewhat uncomfortable given the limited privacy in a busy waiting room. Several days later, I received notification that a manual blood pressure reading taken by a healthcare professional would be necessary after all.

Care in the community spotted something serious

My family and I would like to sincerely express our gratitude and appreciation to the nursing staff and particularly the community care team who visited my spouse on a separate matter. While in our home, they identified that my spouse required emergency attention and promptly arranged for an ambulance. Following admission, it was determined that my spouse had a serious circulatory condition requiring urgent treatment. With excellent care provided by the hospital ward, my spouse is making a positive recovery. My spouse is now receiving twice-daily injections at home from these dedicated nurses.

Always willing to listen and help

I have been a patient at this practice for many years and have consistently found all members of the team to be supportive and attentive, always taking time to listen and offer guidance when appropriate.

Couldn't get appointments when I needed them

Following an extended period with this practice, which has evolved considerably over time, I have made the difficult decision to leave as my trust in the practice's ability to address my healthcare needs has diminished. Although I infrequently require GP appointments, when I do need one, obtaining a timely slot at the surgery proves extremely challenging. Additionally, while not all reception staff fall into this category, some have come across as rather condescending in their manner.

Caring staff who really listen

The entire team demonstrated genuine compassion and attentiveness throughout my visit.

Appointment booked without my knowledge or consent

I was surprised to discover that an appointment had been scheduled for me when I ordered a prescription, despite having no recollection of booking it myself. I received no prior notification about this appointment being arranged. This is concerning as it appears appointments may be created without patient awareness or confirmation. Unfortunately, this is not an isolated incident, and I'm troubled by what seems to be a pattern of this occurring.

Getting appointments and prescriptions feels like a chore

I have been a patient at this practice for a considerable time, but my experience has deteriorated to the point where every interaction feels burdensome. Obtaining an appointment is difficult, and there are frequent delays with repeat medication authorisations, even when confirmation has been provided that they have been processed. When contacting the practice about needing medications, the response questioning whether spare supplies are available feels unhelpful. Additionally, blood test results take several weeks to receive, and there have been significant delays in being informed about abnormal findings. When results were eventually communicated, questions were raised about lifestyle changes and medication adherence without adequate prior discussion. There appears to be limited coordination of information between the practice and hospital services.

Seen on time and felt genuinely listened to

Had a prompt appointment and was seen right on schedule. The clinician was very pleasant and approachable. No complaints whatsoever.

Phone line kept dropping during booking attempts

Disappointing experience. When I called at the designated time to arrange an appointment, I was informed there was a queue of people ahead. I waited patiently, but the call disconnected after several people had been processed. Thinking it might have been an accidental disconnection, I called back and rejoined the queue. Following another lengthy period of waiting, I was told there was only one person remaining ahead of me. I felt hopeful that my turn would come soon, but unfortunately the call disconnected once more. After spending over two hours attempting to book an appointment, I was unable to complete the process or even reach a member of the reception team to speak with directly.

Friendly reception made the visit pleasant

Excellent

Online booking system failed to register appointment

Extremely dissatisfied with my experience. I had to complete an online consultation to secure an appointment. A week later, I was unable to book in using the online system. When I attended in person and checked in at the desk, I was directed to the waiting area. After waiting for an hour, I had not been seen. The receptionist informed me that I was not showing as booked in. They said they would pass a note to see if the clinician would be willing to see me as my appointment slot had passed. I was then told I would be seen within the next few minutes. However, thirty minutes elapsed and I still had not been called. I was informed that the clinician was busy, though it appeared that other staff members were also occupied. I have been experiencing ongoing discomfort for several months, and I felt that my concerns were not treated with appropriate priority or care.

Clean surgery with punctual appointments

Excellent experience overall. The staff members were very helpful and friendly. The facilities were well-maintained and hygienic. The appointments ran punctually. Thank you.

Staff were dismissive when I called

I was dissatisfied with the manner in which I was treated during my telephone interaction with the practice. The experience felt unproductive and I would not suggest this service to others.

Phone lines repeatedly hung up on me

I am an older person with mobility difficulties who is unable to leave home. I attempted to contact the practice multiple times throughout the day but was not provided with a callback as promised. On two separate occasions when I did manage to reach someone, the call was terminated immediately without any conversation taking place. As someone with significant mobility limitations, I am concerned about how I can access the support I require when I am unable to communicate effectively with the practice over the phone. I am very dissatisfied with this experience and intend to lodge a formal complaint.

Reception staff were helpful and welcoming

Outstanding experience throughout my visit, from the moment I arrived at reception through to my consultation with the clinical team.

Phone queue promises that never materialise

I have been a patient at this practice for many years and feel the service has declined significantly. Obtaining appointments is extremely difficult, and when calling, I am placed in a queue with assurances of a callback that often does not materialise. This creates considerable frustration and stress. I have an ongoing health condition but struggle to access telephone consultations, and I have not received adequate support for my mental wellbeing. I have attempted to contact the practice management but have been unable to do so, and there is no email contact option available on the website, which makes communication unnecessarily complicated. While I have generally found most clinical and reception staff to be professional, when appointments are eventually secured, the waiting areas appear surprisingly quiet. Due to these persistent difficulties in accessing care, I am considering transferring to another practice.

Helpful team who really listen

Excellent group of staff who are consistently supportive and accommodating.

Receptionists ask your problem then deny appointments anyway

Avoid this practice if you can! Appointment availability is extremely limited and difficult to access. Receptionists inform you that no appointments are available, yet still inquire about your symptoms before repeating that appointments cannot be offered, which seems contradictory. Patient confidentiality appears to be poorly maintained at this practice. The telephone manner of staff members is unprofessional and unwelcoming. Leaving this practice was a positive decision.

Busy practice that listens and books quickly

This medical centre operates as a well-organised public health service that manages to maintain composure and attentiveness despite consistently high patient volumes. The team demonstrates genuine engagement with the local population they serve. Both administrative and clinical staff display comprehensive knowledge of support frameworks for former military personnel and show genuine commitment to assisting this group. As someone with a military background who has accessed care across multiple facilities in the area during periods of housing instability, I can speak from substantial personal experience. This centre stands out as exceptional compared to others I have used. The entire organisation deserves recognition for the effort invested in supporting veterans. It is worth noting that whilst certain patient groups place considerable demands on services and occasionally express frustration about waiting for external healthcare providers to process their referrals, this is a widespread issue across all locations. However, this centre clearly makes every effort to manage these situations effectively. Few medical centres can offer appointments within the same week of request, particularly given current staffing pressures. This one consistently does. Depending on the urgency of a patient's needs, appointments can often be arranged almost immediately or within a day. This represents an outstanding service for residents of the local area and surrounding communities. The practice leadership demonstrates diligence and genuine investment in their work. I can confirm this through my experience as both a patient and local resident. The reception team goes to considerable lengths to accommodate each person who approaches them. Whilst occasionally difficult interactions occur, they are rare, and the team handles them professionally as part of their role. All reception staff make genuine efforts to assist those seeking help. The leadership and staff deserve confidence in their commitment to patient care.