Bridge View Medical Group

Reception refused to help with residency paperwork

The reception team appeared unfamiliar with their procedures when I requested documentation to verify my address. They declined to provide this, despite being aware of my registration status elsewhere, without offering clear explanation or guidance on whether such a document could be issued.

Long wait for an appointment

I have been waiting an extended period to receive an appointment regarding my ongoing health concern that remains unaddressed.

Impossible to book an appointment here

It was extremely frustrating attempting to secure an appointment, as the process proved nearly impossible. After spending considerable time on hold, I was informed that all available slots had been filled. When I attended the practice early in the morning, despite being one of the first arrivals, I was told the same thing. This experience left me questioning how appointments could disappear so quickly. The reception staff appeared to be acting as a barrier rather than facilitating access to clinical care.

Frustrating phone queue delays for appointments

I spent two days attempting to secure an appointment. On both occasions, I was instructed to call back the following morning at 8am. I followed this guidance and eventually got through after waiting a couple of hours, only to find that all available slots had already been taken.

Merged practice has lost its way

The practice was previously excellent, but following the merger it has declined significantly and might as well shut down given how little value it now provides.

Phone queues make booking appointments difficult

Lengthy telephone waits for booking appointments, sometimes resulting in disconnections, occur regularly despite improvements to the phone system. Some team members appear disengaged when handling calls. There has been a noticeable decline in service quality over recent years. Many patients appear to have similar concerns about their experience here. The practice may not be meeting expectations for those seeking alternative healthcare providers.

Booking system needs serious improvement

The appointment booking system at this practice is extremely frustrating. I have been attempting to secure an appointment for more than a week, and on each occasion I am simply instructed to ring back at 8am the following day. This ongoing difficulty has made me seriously consider switching to a different practice, as I am unable to obtain appointments when needed.

Reception cancelled my blood test without asking

This was a frustrating experience. I was advised to arrange an appointment for a blood test, which I did at an out-of-hours location, and then to book a follow-up appointment a week later to discuss the results and have routine checks carried out. However, when I contacted reception to schedule the follow-up consultation, I was informed that no appointments were available. As a result, I felt obliged to cancel the blood test since there seemed little purpose in proceeding without the ability to review the findings with a clinician.

Hour-long phone queue cuts off repeatedly

This feedback concerns the appointment booking process rather than clinical care. When attempting to schedule an appointment by phone last week, the call was disconnected after an hour of waiting, and subsequent attempts to reconnect were unsuccessful. Following this, a visit to the practice in person resulted in a lengthy wait, only to be informed that no appointments were available for two weeks and that booking would need to be done over the phone. This created confusion regarding advance booking policies. As the appointment was needed urgently, this timeframe was unsuitable. Staff indicated that same-day appointments require calling at opening time, though explaining the previous call difficulties was met with a response that the phone system was undergoing maintenance. The duration of these technical issues remains unclear. Contact with the practice is infrequent, yet each occasion presents similar challenges in securing appointments. The appointment booking system requires urgent attention and improvement.

Phone queue system needs urgent improvement

Unable to reach the practice by phone. Calls are consistently placed in a queue system that disconnects after an extended wait period. This is frustrating and needs to be addressed.

Appointment booking became impossible after merger

It has become increasingly difficult to secure an appointment since the practices merged. The experience has been disappointing, and I am considering finding alternative healthcare provision.

Phone lines make repeat prescriptions impossible

Several weeks ago, I experienced considerable difficulty when attempting to arrange a repeat prescription by telephone. After spending a lengthy period trying to reach someone, I eventually succeeded. However, when I attended the pharmacy three days later to collect it, the prescription was not available. Upon visiting the practice directly, I was informed that the prescription had not been processed and was advised to call back towards the end of the day to resubmit it. When I managed to make contact at that time, there was a further delay of approximately two days before I was able to collect the medication. Today, I attempted to order my repeat prescription by phone again and was unable to speak with anyone despite spending several hours listening to telephone queues. I have since sent an email, though I anticipate I may run short of medication for a number of days while awaiting a response. I feel this situation is not satisfactory.

Phone lines impossible to get through on

The telephone system is problematic, and I have experienced another night of discomfort while waiting approximately a week for a prescription authorisation from my specialist to be processed. When instructed to contact the practice, I find myself repeatedly waiting in a queue. Today was particularly frustrating as I attempted to reach the surgery multiple times throughout the day and experienced extended hold times without anyone answering. This means I will need to take additional time away from work to make the call during surgery hours, despite being advised against doing so. The phone lines have been unreliable for quite some time now, which is genuinely frustrating. This appears to be a persistent issue that remains unresolved, and I would appreciate to see improvements made to the telephone system.

Phone queue system needs serious improvement

I attempted to contact the practice on multiple consecutive occasions to discuss a medication refill. On each attempt, I experienced lengthy hold times exceeding an hour before the call disconnected. The repeated calls have resulted in significant costs for me personally. During these interactions, I was informed that I was waiting in a queue, however I was not provided with any indication of my position in that queue, which differs from the service I received previously.

Phone queue system needs urgent replacement

This feedback concerns the telephone service exclusively and reflects significant dissatisfaction with its functionality, which has reportedly remained problematic for an extended period. Staff have consistently indicated that improvements are being considered. Following a merger with another practice, the service appears to have deteriorated further. Multiple patients have reportedly expressed frustration through formal complaints. Callers frequently experience lengthy wait times spanning several hours when attempting to access test outcomes, request prescriptions, or schedule appointments. Calls are regularly disconnected, requiring callers to rejoin the queue from the beginning. This experience is viewed as falling well short of acceptable standards.

Phone lines impossible to get through on

I have been trying to reach the practice by phone since early morning and have been unable to get through throughout the day. I am very disappointed with the decline in service quality and would not recommend this practice to others.

Repeat prescription ordering system needs fixing

I would not have given even one star if it were not required. Attempting to order a repeat prescription has been an extremely frustrating experience. I called this morning only to be informed that the contact number had changed. When I tried ringing the new number, the call was disconnected. It is unclear how patients are supposed to successfully get through to the practice.

Phone lines consistently drop during busy periods

It has been quite frustrating to experience difficulties accessing the practice today. After attempting to reach the surgery from early morning, I found myself waiting in a lengthy telephone queue for a considerable period, only to have the call disconnected on multiple occasions. When I requested a callback at a more convenient time, I was accommodated, but the same disconnection issues occurred when I tried again. I then attempted to book an appointment through the online system, but encountered a problem with my login credentials. I was directed to a password reset process and informed that a verification code would be sent to my phone number. However, several hours have now passed and I have not yet received this code.

Couldn't reach the practice by phone

Attempted to contact the practice regarding a pharmacy change but was unable to reach anyone.

Staff made me feel genuinely welcome here

An excellent medical practice with genuinely caring staff members. I felt welcomed and valued throughout my visits rather than being treated as a burden. I'm very grateful for the support provided.