Brocklebank Group Practice

Triage chaos at 7am on monday

The appointment scheduling process at this surgery is absolutely atrocious! I completed a triage form early Monday morning and called for an update at midday, only to be told by the receptionist that 'they have no information as they aren't medical professionals'. After speaking with another staff member who was equally clueless and not part of the booking team, I finally spoke with reception manager Patricia. I explained I simply wanted to know the status of my request to determine whether to use 111 or A&E services. She informed me a doctor had marked my case as urgent, requiring attention within 3 days, but she couldn't book the appointment herself as she wasn't in the booking team! When I asked if I would hear back today, she said I should expect contact by Thursday! How is this remotely acceptable!! After expressing my frustration and ending the call, I immediately received an appointment offer for Wednesday morning! If not for the exceptional doctors, I would absolutely abandon this surgery and its completely inefficient reception/admin/booking/e-consult team (who seem uncertain of their own roles these days)

Friendly team helped me through everything

A top-notch, attentive, and helpful medical practice that truly prioritizes patient care and communication.

Long wait and no help at brick bank

Poor service at this medical clinic. Impossible to secure a doctor's appointment or get a prescription processed within 24 hours. Even after waiting three working days, the prescription remains unready. The reception area is chaotic, with an increasingly long queue and disorganized staff. Attempting to speak with the practice manager proves futile, as she is consistently unavailable whenever approached.

Caring doctor put me at ease

Dr. Jamil provided exceptional attention during my visit. She was thorough in addressing my inquiries and made me feel completely at ease throughout the appointment.

Staff went above and beyond today

Always ready to assist, they go above and beyond to provide support, even during hectic times.

Quick and caring blood draw

Nurse Gurvinder was exceptional during my blood test, demonstrating both professionalism and compassion. I truly appreciate her excellent care and service.

Quick response and caring doctor

Extremely quick and streamlined process. I submitted the online consultation and almost instantly got a phone call scheduling an appointment for my son that same day. The physician was comprehensive and appreciative during the examination.

Friendly doctors who really listen

I've been a long-standing patient at Brocklebank Group Practice and consistently experience high-quality, professional medical attention from their dedicated staff.

Caring clinic with quick response times

I'm quite satisfied with my general practitioner and the variety of services they provide. They consistently respond to my family's needs faster than anticipated. Their women's health clinic is an added bonus. I find all their services to be dependable. Additionally, they always ensure my baby receives proper care. I have confidence in their professional approach. I hope this level of service continues.

Great doctors, unethical practice managers

My GP is amazing and has helped me so much over a decade. Always f friendly, good humoured and patient I couldn’t be more grateful for his help. The practice managers on the other hand are not in the least patient-centred. I have a repeat prescription for a drug that it is essential to take for any food to be digested, and without which I become malnourished with potentially fatal consequences. Unfortunately this drug is now difficult to get, and my pharmacy has only managed to fulfill 2 months prescriptions since December 2023, leaving me concerned that eating will soon become impossible. I visit the pharmacy at least weekly to see if they have managed to get any in stock. I finally got a call from them last Saturday to say they had managed to order my medication and I arrived at the earliest opportunity, at the end of my next working day. I was given 1/3 an owing prescription, even though new ones have been issued since and in total only 1/6 of the prescribed medication was available. When I asked why this was not what had been promised seven a day and a half ago, which should have been in a bag on the shelf for me to pick up when the pharmacy was last open, they till me that the doctors surgery had called and asked court zone and despite knowing that it had already been dispensed, they pressured the pharmacist to open the bag with my medication in and send half of it to them. Despite the prescribed amount being set by the GP, the practice managers, administrators with no medical training or background, told the pharmacist not to fulfill their own GPs prescription and to remove half of my medication for their own convenience, worth no thought to patient safety or that a medical professional’s review should be necessary before taking this potentially life-threatening action. Whilst I suspect there is no malpractice consequence for administrators, this unethical behaviour highlights how little regard they have for patient safety, or regard for professional medical opinion and advice. I’m not sure how they expect me to survive on 10 out of 26 weeks food, but it is not reasonable, considerate, professional or safe. With this little regard for professional medical practice, patient safety or medical ethics makes the practice managers a vet dangerous people with no business in healthcare and morally questionable in the least

Quick fix before my wedding day

Dr. Jamil was an absolute lifesaver during my pre-wedding crisis, and I am incredibly grateful. He responded with remarkable speed, professionalism, and compassion, providing expert care that resolved my urgent medical situation instantly. His immediate assistance and genuine kindness were precisely what I needed in that stressful moment.

Quick and caring nhs visit

Outstanding patient care and treatment with swift, attentive service. A genuine representation of top-tier NHS healthcare delivery. This experience exemplifies the gold standard that should be documented and replicated by medical practices nationwide.

Quick and helpful same-day visit

I scheduled my consultation through eConsult, which proved incredibly user-friendly. Shortly after booking, I received a prompt phone call and was able to secure a same-day appointment. Dr. Drewer was excellent during my visit - she demonstrated both helpfulness and compassion. I'm truly grateful for how seamless and straightforward the entire experience was.

Frustrating app and booking nightmare

Securing an appointment has become increasingly challenging. Attempting to book online is futile, with the virtual assistant proving completely unhelpful and invariably directing you to contact a specific number 90% of the time. I'm deeply frustrated by promises to contact me about my son's health at a designated time, which consistently go unfulfilled. When I proactively call, I'm not even scheduled for a follow-up call. This pattern has repeated multiple times. Moreover, phone assistance seems pointless when I'm unwell - I want a face-to-face medical consultation where a doctor can physically examine me. Typically, when I'm sick, I simply endure and hope the condition resolves itself, given the absurd waiting times of 30 minutes or more just to potentially secure an appointment. The idea of getting seen the same day seems laughable. I contribute National Insurance precisely to access medical care when and how I need it, not to waste my morning navigating endless phone systems. They desperately need to implement a proper online booking system and eliminate their useless virtual assistant. On a positive note, the staff themselves are genuinely kind, but the appointment booking process is an absolute organizational nightmare.

Quick morning workout that clicked

Helpful for skill development

Quick fix for my tech concern

Etriage's service was incredibly straightforward. I got a response quickly, within a day of scheduling my technical consultation. They reached out to me promptly and completely addressed my issue. Their team was extremely efficient and supportive.

Helpful doctor made me feel heard

I utilized the econsult service for a telehealth consultation, and the experience was excellent. The physician answered my call precisely at the scheduled time and demonstrated genuine compassion while listening to my health concerns. Knowing that I have a subsequent appointment with the same caring doctor provides me with additional comfort and confidence. I am truly appreciative of the professional and supportive care I received.

Dangerous waiting room with unhelpful staff

I witnessed a distressing incident where a fellow patient attacked my friend while we were in the waiting area. The on-duty manager was uncooperative when law enforcement arrived and actively prevented the front desk staff from providing any statements. As a result, my friend missed his scheduled medical appointment, and the staff appeared indifferent to the entire situation. Given his disabilities and communication challenges, I'm seeking guidance on how he can formally file a complaint about this unacceptable treatment.

Helpful doctors and smooth online system

As an NHS professional, I've consistently experienced Brocklebank's excellent customer service and responsiveness. While their online platform does involve answering numerous questions, some of which might seem unnecessary, I understand this is designed to ensure patients are appropriately routed to the right healthcare provider. The doctors have always been prompt and supportive in their interactions. I want to give special recognition to Dr Hetal Gorski, who has been exceptionally compassionate and helpful throughout my experiences. The reception staff, though clearly dealing with high workloads, remain generally accommodating. For non-urgent matters, I strongly suggest utilizing the eConsult service rather than attempting to telephone the practice.

Smooth sailing at our medical practice

I understand that personal perspectives can vary, but my spouse and I both utilize this medical facility, and it consistently delivers top-notch service. Scheduling appointments is always straightforward, patient wait times are minimal, the physicians are consistently professional, and the entire experience runs smoothly. I'm genuinely puzzled by some of the negative feedback I've seen.