Bridgegate Medical Centre

Couldn't book a face-to-face appointment

I attempted to schedule an in-person appointment with a clinician rather than a telephone consultation, and I feel that the available options fall considerably short of what I would consider adequate care and service.

Requests for fit notes repeatedly ignored or refused

I have relied on food bank assistance every month throughout 2025 and anticipate needing to do so again in the coming weeks. This situation has arisen because I feel that requests for documentation to support my inability to work have not been adequately addressed, leaving me without the financial support I would otherwise be entitled to. As a result, I have struggled significantly to meet my basic needs. I have experienced mental health difficulties since my late teens, which have been substantially worsened by a prolonged illness lasting around 15 months that has left me dealing with sleep disturbances, extreme tiredness, and digestive problems. My overall wellbeing has deteriorated considerably during this period. While I have given a one-star rating, I feel this does not fully reflect my experience, as there have been occasions when I have received support with medication, though this has required persistent requests.

Reception staff were disrespectful on the phone

I have been a patient at this practice for many years, but I have noticed a significant decline in service quality over the past couple of years. The situation came to a head during a recent phone call with a member of the reception team, who I felt spoke to me in an unnecessarily harsh manner. I was simply seeking some guidance on a matter while being courteous, and I was disappointed by the tone of the interaction. I believe everyone deserves to be treated with basic respect and courtesy. I would caution others about my experience here. It is unfortunate because the clinical staff are genuinely pleasant and professional. However, the reception team's approach significantly undermines the quality of care. The practice's reliance on online systems means that when you do need to speak with someone directly, the experience can be frustrating. As a result, I have decided to register with a different practice. I would encourage the practice to review their customer service standards and communication protocols.

Reception staff lacked basic kindness and empathy

I'm disappointed to be giving a 1 star review, but my recent interaction with the reception team was quite upsetting. I felt there was a lack of warmth and understanding in how I was spoken to, and I encountered significant barriers when trying to get assistance. The response seemed unnecessarily dismissive, and it left me feeling frustrated. I was hoping for a more considerate and helpful approach to what I needed.

Sent to chemist instead of getting appointment

I found the service to be quite disappointing. When I called requesting an urgent appointment, I was provided with a link to complete. After submitting the form with all the necessary details, I was advised to visit my local pharmacy instead. However, I had already mentioned in the form that I had previously been to the pharmacy, and they subsequently directed me back to the practice. I felt frustrated continuing to go back and forth between the two services. Getting an actual appointment to see a doctor seems extremely difficult, and on the occasions I have attended, the practice appears to be understaffed. Overall, I have found the experience unsatisfactory and have decided to register with a different practice. I am quite dissatisfied with the situation.

Online booking system works really well

Excellent practice overall. While there have been changes and technology is now involved in how patients interact with the service, I find it works really well for my needs. Booking appointments and requesting repeat medications are straightforward, and the triage system effectively does its job of determining which cases need to be seen first. Very straightforward process.

Receptionists helpful but appointment wait too long

I was eventually able to speak with a couple of staff members at reception. I have been struggling with sleep difficulties for 2 years alongside other mental health challenges, including significant mood concerns and anxiety. All I needed was assistance with sleep, as the prolonged lack of sleep has had a serious impact on my wellbeing. I was given a phone number for support regarding sleep issues and scheduled for a telephone appointment with a clinician approximately a month away. I found the service to be disappointing once more.

Left after poor experience with practice

The experience was not satisfactory. I have since moved on to another practice.

Long wait to get an appointment

It takes approximately a month to get an appointment with a doctor at this practice.

Phone booking system makes medication refills difficult

The standard of care appears to be declining progressively. Telephone appointment booking is not available. The online prescription renewal system is structured in a way that makes it easy to deplete medication supplies before the next batch arrives. I have personally experienced running out of essential medications on two separate recent occasions. My ongoing health management requires regular medication, and these gaps in supply have negatively impacted my wellbeing each time a prescription renewal has been delayed. I have been a patient at this practice for many years, including before its current location and branding, but I am considering transferring my care elsewhere to find a service that treats patients as valued rather than burdensome. The practice is keen to implement new initiatives, yet the formal complaints process requires written submissions only. The current satisfaction rating stands at 2.2. Those in leadership positions might be expected to view this seriously, yet there appears to be little sense of urgency. The trajectory suggests further decline is likely. The standard response of directing patients to complete an assessment form with vague timescales for review is inappropriate for a general practice setting.

Booking appointments online only is frustrating

It is quite disappointing that telephone booking for appointments is no longer available. The practice has been experiencing a steady decline in appointment accessibility over time.

Unhelpful and disorganised practice experience

I would recommend seeking care at an alternative practice, as I did not feel confident in the level of service provided here.

Long-term patient receives consistent quality care

I am in my seventies and have been a patient with this practice throughout my life. The care I have received has consistently been excellent.

Reception staff lacked compassion during crisis

I experienced significant difficulties with the customer service I received during a visit to the practice. Both the receptionist and a staff member from the back office who became involved demonstrated a lack of understanding and empathy during what was an extremely challenging time for me, having recently undergone major surgery. When I attended in person seeking an early appointment, I was in considerable distress and pain, yet felt my situation was not handled with appropriate compassion. I was not provided with clear explanations about what was occurring, and felt that other patients were being prioritised. The manner in which I was addressed by reception staff felt dismissive rather than supportive, particularly given my vulnerable state and lack of pain relief at that time. I believe the practice would benefit from additional training in recognising and responding to emergency situations with greater kindness and sensitivity. I have since received excellent support from the hospital discharge team, which has made a positive difference to my experience. I intend to escalate this matter through the formal complaints procedure.

Booking an appointment feels impossible here

Attempting to secure an appointment at this practice feels like an extremely competitive and difficult process.

Reception staff were dismissive and unhelpful

I found my interaction with the reception staff to be quite disappointing. When I called to book an appointment for November, I was given a date in mid-December instead, which felt like an unnecessarily long wait. The staff member came across as dismissive and showed little understanding of my situation. The new triage system combined with this kind of service makes it very difficult to access the care you need. I have decided to register with a different practice. It's also worth noting that the waiting room always appears to be empty.

Receptionist phone queue needs improvement urgently

I really appreciate my healthcare provider, however I feel the reception team could benefit from improvement. I was given an estimated wait time that was significantly shorter than what I actually experienced when calling. After waiting considerably longer than anticipated, I was disappointed as I needed to schedule an appointment promptly due to my current circumstances.

Online booking system offered limited appointment choices

Submitted an online form this morning to attempt booking an appointment and received a response offering a telephone consultation in three weeks' time with eight doctors available, though all showing the same appointment slots. Called the surgery to express dissatisfaction with this option and was informed there are no cancellations available this week, but an appointment could be arranged at an alternative location on Saturday. Having been registered at this practice for over five decades, I find the current situation disappointing and am considering switching to a different surgery.

Efficient service and professional patient care

Recently registered at this practice and have received excellent patient care from both the clinical staff and reception team. The service has been very professional and efficient throughout. 👏

Booking system repeatedly fails patients

Disappointing experience...I received a call last evening notifying me that a slot in a surgical procedure had opened up, which was welcome news given the lengthy waiting period beforehand. However, upon arriving for the appointment, I was turned away as there appeared to be an administrative oversight and the slot had been allocated to another patient instead. This is not an isolated incident for me. The clinical staff themselves are generally competent when you do manage to be seen. The fundamental issue appears to be with the organisational and administrative processes, which consistently seem to fall short. It's difficult to comprehend how such basic operational matters can be handled so poorly on a regular basis.