Bridge View Medical Group

Reception turned away injured elderly patient

I felt compelled to share this account that was posted in a local community group, as it describes a concerning situation at a medical practice. A woman reported witnessing an elderly patient arrive at a clinic seeking assistance after sustaining an injury with bleeding. The patient was visibly distressed and mentioned being on blood-thinning medication. According to the account, the patient was initially directed to attend a walk-in centre elsewhere rather than receive help at the practice. The witness described feeling shocked by this response and intervened to support the injured person. The witness and their teenage child assisted by providing first aid materials while waiting to see if clinical staff would become involved. The witness noted that a staff member eventually appeared but offered minimal assistance beyond directing them to dispose of materials appropriately. When the witness's child offered to give up their own appointment slot, this offer was declined. The witness expressed deep concern about the patient's wellbeing, as the elderly person left the premises and was not seen again. The witness was particularly troubled by what they perceived as a lack of compassion and basic care from medical professionals in a healthcare setting, and felt this fell short of standards they would expect. The witness indicated willingness to provide a formal account of the incident and encouraged others to raise concerns through appropriate channels. The witness reflected that they found the situation distressing and hoped the patient had received necessary medical attention elsewhere and had not been discouraged from seeking help in future.

Friendly team with no issues at all

Wonderful staff with whom I have experienced no issues.

Professional staff made me feel welcome

The team demonstrated professionalism and courtesy throughout my visit.

Kept seeing nurses instead of doctors

I have not received appropriate care during my visits. I consistently see nursing staff rather than a doctor. When I presented with a persistent respiratory issue lasting several months, I was told there was nothing to be concerned about. This experience has been very disappointing, and I have decided to register with a different practice.

Friendly staff made me feel welcome

Outstanding practice with a wonderful team.

Receptionists gatekeeping access to appointments

The reception staff seem to take on a gatekeeping role that feels beyond their remit, determining which patients get appointments and which don't. It's frustrating to have to explain your symptoms to them in the first place, and then be told by someone without medical training that your concerns aren't serious enough to warrant a consultation.

Booking system makes appointments nearly impossible

The appointment booking system feels outdated and extremely difficult to navigate. Calling at opening time yields no available slots. The only options available are same-day appointments or those three days in the future, which suggests that realistic availability is already claimed well in advance. This practice makes the service impractical for most needs. I would recommend considering alternative providers.

Impossible to book an appointment with anyone

I have been unable to obtain an appointment with a doctor since the pandemic began, which has been extremely frustrating. Access to medical consultations has proven to be very difficult.

Appointment cancelled repeatedly without proper care

The appointment for my screening test was cancelled on multiple occasions, which was frustrating given the importance of this procedure. It seems inconsistent that the practice would allow this to happen, particularly when there is ongoing emphasis on the significance of attending such appointments. I felt that the cancellations reflected a lack of consideration for patient care, and I questioned whether the decision-making processes at the surgery adequately prioritise these essential services.

Friendly staff despite the phone queues

I'm amazed this practice receives such negative feedback. I think they're excellent. The telephone waiting times could be better, but that seems to be a common issue across most surgeries.

Doctors won't examine the actual problem

I have attended this practice on two occasions within the past month regarding a condition that continues to deteriorate and is affecting my everyday activities. During both in-person appointments, the clinicians did not examine the affected area. Following my second visit, I received a telephone call suggesting a treatment approach recommended by a senior staff member who had not been present during my consultation. This treatment proved ineffective. The practice could be more efficient if they took time to properly assess the problem rather than relying on assumptions.

Friendly team who really listened to me

The team here are welcoming and the clinical staff are pleasant and approachable.

Staff listen and act on your concerns

Okay, so telephone lines do experience queues, and appointment availability typically ranges from same-day to two days ahead, with occasional periods of full capacity. Find me a practice that doesn't face these challenges. I give this practice five stars because the team members demonstrate kindness, genuine care, and strong work ethic. The clinicians are well-informed and provide supportive care. My health concerns are taken seriously and addressed appropriately. Whether it's arranging referrals to other services for family members or organising additional diagnostic assessments for myself when needed (given my ongoing health complexities), the practice responds effectively. Routine check-ups for existing long-term conditions are consistently scheduled and never overlooked. Multiple reminder communications are sent to ensure appointments are confirmed. The premises are well-maintained and hygienic with ample seating throughout both locations. Accessibility for disabled patients is clearly prioritised across all areas. Dedicated disabled parking spaces are also provided outside one of the entrances for convenient access.

Still waiting for that urgent callback

Still awaiting an urgent callback from the practice with no response received as yet.

Impossible to book appointments through any method

Attempting to book an appointment by calling at opening time appears to yield no available slots. I was advised that online consultations are available through the website with a response expected within 2 working days. After completing the online form, I received a message indicating that online consultation availability was not possible for over a week. This creates a situation where neither calling at opening time nor using the online consultation system provides timely access to care. There are concerns about whether patients may be experiencing delays in receiving necessary medical attention and diagnosis. The current system does not appear to be meeting patient needs effectively.

Practice failed to care for elderly patient

If you cannot provide appropriate care and attention to a long-standing elderly patient who has made the effort to visit the practice in person, this raises serious concerns about the standard of service being provided. The experience described was disappointing and fell short of the respect and consideration that should be expected.

Long waits left me anxious and upset

I had a very disappointing visit to this practice today. Following an extended period of attempting to secure an appointment, I eventually obtained a slot for today with no flexibility regarding the timing. I arrived punctually, but the appointment ran considerably behind schedule, resulting in me being seen by a different clinician than expected. The prolonged wait significantly heightened my stress levels to the point where I was on the verge of becoming upset. Had the appointment proceeded as originally scheduled, this distress could have been avoided. I sincerely hope other patients do not encounter similar difficulties at this practice. I intend to lodge a formal complaint with the practice management regarding this matter, as I felt the situation was unacceptable.

Rigid protocols getting in the way of care

I have been a patient at this surgery for a considerable time, since its earlier location. The standard of care has diminished progressively over the years. Although there are capable clinicians available, accessing appointments can be challenging. The practice appears to prioritize adherence to procedures and guidelines, frequently creating obstacles that seem to prioritize administrative requirements over direct patient care, which appears evident in the feedback ratings received. The practice has discontinued sending follow-up satisfaction surveys after appointments, which may suggest reluctance to gather patient feedback. I am considering transferring my registration to an alternative local practice.

Receptionist blocked me from getting help

If I could, I would give no stars at all. I have been attempting to secure an appointment for an extended period, and I have found it challenging to progress beyond the initial contact stage. All I want is to address my health concerns as they are significantly affecting my wellbeing, but it appears I will have to continue struggling without support. I am very disappointed with the service received.

Easy to book appointments for children

I have consistently had positive experiences at this practice. I have found it particularly straightforward to arrange appointments for my children. The clinicians I have consulted have also been excellent when working with my son who has additional needs.