Brocklebank Group Practice

No response after three days

I signed up with this GP practice in August/September 2023. When I tried to book my first-ever appointment this Tuesday, 09/01/2024 around midday, I was required to complete an online e-consultation form. The automatic response claimed I would receive a reply within 48 hours. By Friday 12th at 6pm, I had to phone the surgery twice to highlight that no one had contacted me or explained any potential delay. Without my proactive outreach, I am absolutely certain I would never have spoken to anyone there. Around 6:30pm, I was informed that the date I requested for an appointment was not yet available for bookings, and I would be updated closer to the time. As I write this review now (12/01/2024 at 9:45pm), I still have no confirmed GP appointment, and no one from the surgery has attempted to discuss my actual symptoms. I transferred from Trinity Medical Practice after its CQC closure last year, but my previous service was significantly better than Brocklebank's. This evening, I've already decided to move to a more competent practice, and I'm deeply distressed by this week's experience. Fortunately, my health concerns aren't critical. However, I'm genuinely worried for patients who depend on consistent GP contact, as I believe Brocklebank is potentially endangering patient welfare. I'm astounded that such a substandard practice can continue operating while superior medical centers like Trinity Medical Centre are forced to shut down.

Perfect for daily wear

A solid choice for everyday use.

Waited days for a simple callback

I contacted the reception desk on Thursday, April 1st at 2 PM and was assured I'd get a return call by 6:30 PM that evening. It's now Tuesday afternoon, and I'm still waiting - what a complete letdown. Looks like it's time for me to seek out a new primary care physician. I've been with Brocklebank for over two decades, but this level of service is unacceptable.

Quick online help from caring docs

Superb service! Fortunately, I don't often require medical attention, but the econsult platform is truly revolutionary. While the AI interface feels slightly awkward (a technical limitation rather than a reflection of the practice), it remains straightforward to navigate. The real benefit is receiving a remarkably quick response without occupying valuable in-person consultation slots for minor concerns. Much appreciation!

Solved my foot pain fast

Swift and welcoming foot care consultation

Caring doctors who always listen

I consistently find the general practitioners at this clinic to be exceptional. Their compassionate approach, professionalism, and ability to provide comfort are remarkable. Scheduling has never been an issue for me - the online booking process is straightforward, and the staff are always prompt in responding, offering either a telephone or in-person consultation.

Decent service during lunch rush

Satisfied with the product or service.

Horrible reception girl ruined everything

The receptionist with brown hair, who appears to be of Polish origin, demonstrates an appalling lack of professionalism and competence. Never in my entire life have I encountered such a discourteous individual. As a result, I've chosen to take my business elsewhere, despite the fact that this establishment is mere steps from my residence. Her unsuitability for the role is glaringly obvious, and I'm astounded that someone with such a deplorable demeanor could maintain employment. Management should immediately terminate her position, as she is an absolute embarrassment to the organization.

Friendly care for my premature baby

A truly outstanding medical practice. The staff consistently demonstrate remarkable helpfulness, and the entire operation runs with impressive precision. I've needed numerous consultations for my premature infant, and securing appointments and receiving support has always been remarkably straightforward. We're preparing to relocate from Earlsfield, and I'll genuinely regret leaving Brocklebank as our neighborhood healthcare provider!

Dr Haque saved the day with his care

Online triage has become the standard approach in general practice since the pandemic 😐, but one must adapt. I've consistently received a response after triage. I want to highlight the exceptional Dr Haque, undoubtedly one of the finest GPs I've ever encountered and been treated by. Remarkably perceptive and incredibly knowledgeable. Dr Coffey and Dr Beaujelink are equally outstanding. These medical professionals are truly exceptional. The resident receptionists, phlebotomy staff, and nurses have all been excellent. However, I've noticed that administrative emails I've sent seem to go unread or unanswered, so their communication process requires improvement. The practice is hygienically clean, though the paintwork appears somewhat dull! Nevertheless, I'm confident that once the new practice is completed, it will be truly impressive!

Frustrated after fourth failed gp call

I'm still struggling to secure a phone consultation with my assigned general practitioner, having made four unsuccessful attempts. The staff persistently redirects me to their eConsult online platform, which in turn suggests I visit the emergency room despite my situation not being an urgent medical crisis. It appears the reception team is completely uninterested in providing assistance. I'm bewildered by how my tax contributions are being utilized. After dedicating six years of hard work in this country, I find myself battling an impersonal web interface instead of receiving basic medical care - an absolutely frustrating and disheartening experience.

Rude employees ruined my entire visit

Consistently unhelpful with a confrontational and unwelcoming customer service team

Pippa and amber made my tough weeks better

Before sharing my thoughts, I want to emphasize that I intend no disrespect or criticism. Over the past 9 weeks, I've encountered virtually every nurse at the practice. My medical situation is particularly challenging to manage. Some nurses simply perform their duties. Some nurses demonstrate genuine commitment. Some nurses truly go above and beyond. Then there are those extraordinary professionals who consistently brighten your day, bring a smile to your face, and provide care with genuine warmth and compassion. I would like to express my heartfelt gratitude to two remarkable nurses who stand out as truly exceptional, and who Brocklebank Surgery should deeply value. My sincere thanks to Pippa and Amber for their outstanding care throughout these past 9 weeks. The two of you are truly remarkable.

Long wait and unhelpful staff

Completely dreadful. I provide care for an elderly gentleman of 95 years old, and the medical practice is shockingly neglectful. The physicians never visit him, and the front desk staff are mostly unhelpful and rude. There's one male staff member who stands out as genuinely kind and supportive, which is the sole bright spot. The office is frequently understaffed, resulting in endless waiting times. I've been compelled to file an official complaint due to the appalling service.

Rude receptionists blocking patient care everywhere

The reception staff are straight from a nightmare (with the exception of a friendly young woman). There's an older woman who appears angelic but seems anything but considerate (probably only puts on a nice face at Sunday church), and a dark-haired British woman who is notoriously discourteous, with numerous complaints about her attitude. These self-proclaimed "care navigators" (lacking any qualifications, empathy, or understanding of patient needs) are shockingly indifferent. Whether you arrive with a critical injury, visibly pregnant, or in extreme distress, they'll casually suggest an appointment in 2-3 weeks. By then, your emergency might just resolve itself - or worsen! The actual doctors inside are professional, compassionate, and genuinely helpful. Unfortunately, these gatekeeping care navigators ensure patients can't even reach them. Let's be clear: The NHS isn't a free service, but a healthcare system prepaid by taxpayer contributions. Ironically, these same taxpayers end up taking sick leave or becoming more ill because they're denied immediate medical attention at local practices like this. Show some humanity!

Lost my passport in registration mess

The staff here are completely incompetent and utterly unhelpful! I attempted to register with this GP, and they managed to misplace my application form containing all my sensitive personal details, including my passport number and address! They seem completely unconcerned and won't even review security camera footage, so I'm now preparing to take legal action to determine who lost my critical documents, which remain unaccounted for! BEWARE IF YOU'RE CONSIDERING THIS ABSOLUTELY TERRIBLE GP PRACTICE! If you're willing to walk a short distance, there are several alternative GP offices, and I can assure you my initial experience with those would be far superior!

Receptionists blocking access to proper care

This medical practice is an absolute disaster. Their receptionists act as unqualified gatekeepers, attempting to diagnose patients and deciding appointment eligibility over the phone, without a consistent GP. You're shuffled between random doctors, assuming you even manage to get past their screening. Their standard response is invariably to direct patients to call 111, which is completely unacceptable. Avoid this place entirely and find a practice that genuinely cares about patient welfare. I'm sharing this based on a close contact's experience, who switched practices and received comprehensive medical attention, with multiple tests conducted immediately due to the new doctor's genuine clinical concerns. The entire patient communication approach requires a fundamental overhaul, and the competence of their front-line staff is seriously questionable. These receptionists are manifestly unqualified to make any medical assessments via telephone. Protect yourself and your loved ones - steer well clear of this terrible medical practice!!!