Broken Cross Surgery

Poor service

Not only is navigating the website extremely user unfriendly, but getting an appointment itself is also difficult, when you do, you have to wait weeks. I had an appointment, arrived early, and waited, and waited…… 40 minutes over. I went to reception to see what was happening, to be told that the doctor was ill and my appointment was cancelled. They “tried to contact me be couldn’t.” I’d had one missed call that morning but no message, voicemail, text, nothing. Not good enough. I was absolutely fuming. My time is precious too, but they don’t seem to care. I took time off work to be there. Poor service from a surgery I’ve been a patient of for 20yrs.

Modern building with genuinely helpful staff

Recently relocated and registered at this practice after leaving our previous surgery, which had significantly lower ratings. The experience has been remarkably different in the best way possible. The facilities are contemporary and well-maintained, and the team members have been genuinely supportive and attentive. I feel optimistic about my ongoing care here.

Staff were genuinely supportive during difficult times

During a period of significant personal difficulty and uncertainty, every member of the team at Broken Cross Surgery with whom I interacted demonstrated exceptional helpfulness, reassurance and encouragement. The level of care and consideration shown was truly remarkable and could not have been improved. I am grateful to all of you. Your compassion and the reassurance of knowing you are available to help us has been invaluable.

Helpful staff who really go the extra mile

The entire team at the practice demonstrates a warm and supportive approach to patient care. Staff members consistently go the extra mile to assist. I would strongly encourage others to visit this surgery.

Smooth registration and responsive prescription support

We recently transferred our care to Broken Cross Surgery and have been genuinely impressed with the whole experience. The online registration form was simple to complete, and we were welcomed as new patients within a couple of days. When we phoned the surgery to discuss a routine blood test and our repeat prescriptions, the receptionist was extremely helpful and reassuring. Our repeat medications appeared promptly on the NHS App, and when one item had been filed incorrectly, the prescription team resolved it the very next day after we submitted an online request. During our first appointment, we saw a clinician who was warm, clear, and very supportive. We unfortunately misunderstood the receptionist instructions and thought it was a joint appointment. Nevertheless, the clinician helped us both and explained the correct process for future appointments in a helpful way, and we appreciated their understanding. Having read many negative reviews about GP surgeries in the area, we felt it was important to share our positive experience. As someone with a background in healthcare, we've always believed in treating others with respect — and in return, we've received excellent service. Thank you to the reception team and to the clinical staff for making us feel welcome and giving us such a strong start to our care here.

Waited an hour, then told I'd missed my appointment

I recently relocated to the area and registered with a local surgery. Based on my experience to date, I find it difficult to understand the high ratings this practice receives. In my view, the ratings do not accurately represent the standard of care or administrative efficiency. I attended an appointment today and completed the check-in procedure at reception as directed. I then waited for nearly an hour. When I eventually went back to reception to enquire about the delay, I was informed that I had not been seen because my check-in had apparently not been recorded. Following my query and after some further time, I was told that the clinician had not registered my check-in and was therefore unable to see me that day. The reason I waited so long before returning to reception was that during my previous visit to this practice, the clinician was running significantly behind schedule. At that time, reception staff indicated this was not a concern. I therefore assumed a similar situation was occurring and did not wish to disturb staff unnecessarily. This assumption proved to be incorrect. I should also note that throughout my entire wait, no other patients were called through to see this clinician. Given this, it remains unclear why I could not be accommodated, even for a brief consultation. What compounds this matter is that no apology was offered. The situation was handled as though it were routine. I am sharing this experience as a caution to prospective patients: simply arriving punctually and following the check-in instructions does not ensure you will be seen. I would strongly advise confirming with reception staff that your arrival has been properly logged in their system.

Receptionist helped arrange my pharmacy call

The reception staff were extremely accommodating and arranged a phone consultation with the practice pharmacy team for me. I had a very positive experience overall.

Online repeat prescriptions made medication easier

I have been attending this practice since 2007 and have consistently experienced high-quality care, with receptionists who are notably courteous and supportive, alongside clinicians who prioritise patient needs. I have found the remote consultation option, which was retained following the pandemic, particularly valuable as I prefer to avoid attending in person. The practice has established a relationship with an online pharmacy, making it convenient to renew my regular medications through their website with home delivery. Recently, the practice organised a patient feedback session, which I found commendable considering the demanding schedules and workload pressures the clinical team faces. I had previously mentioned difficulty accessing a preventative vaccination during standard daytime appointment slots, and when I attended for an unrelated consultation, the team had noted my earlier feedback and proactively offered to administer the vaccination at that visit. This level of attentiveness to patient comments was genuinely impressive.

Helpful staff who really listened to me

Excellent medical professionals who go above and beyond to help. Much appreciated.

Reception made booking straightforward and easy

I recently relocated to the area and attended Broken Cross Surgery for the first time. I was thoroughly impressed by their patient-focused approach and can honestly say this represented my best experience across many years of healthcare visits. I would particularly like to highlight the clinician who took exceptional care to listen to and understand all of my concerns in detail.

No response after three weeks of waiting

I recently registered with a local GP surgery and initially felt hopeful based on the positive feedback I had read. Unfortunately, my experience has fallen short of expectations. I submitted a request for a routine, non-urgent appointment and, despite waiting three weeks, I have yet to hear back from the practice. As someone with professional experience in a GP environment and familiarity with common practice management systems, I understand appointment prioritisation and did not anticipate a same-day or quick appointment — a wait of up to a month would have been entirely acceptable. What proved problematic was the absence of any communication and the unhelpful response I received from reception staff when I made a follow-up enquiry. It is reasonable to expect that practices, which receive funding based on their registered patient numbers, should demonstrate responsiveness and a commitment to patient care that reflects this. Unfortunately, the failure to acknowledge my request suggests that this practice does not meet fundamental standards for keeping patients informed. Based on what I have experienced, I would not feel confident recommending this surgery to others.

Felt truly listened to and cared for

The healthcare professional I saw went above and beyond with my care and demonstrated attentive listening throughout my appointment. I am very grateful for their approach.

Quick callback and reassuring phone reception

After experiencing illness for a week and trying over-the-counter remedies along with seeking advice from a pharmacist, I felt it was necessary to arrange a GP appointment. My concerns were growing. I called the surgery early in the morning and was pleasantly surprised to discover I was first in the queue. The call was answered promptly by a welcoming receptionist who gathered my information and provided reassuring support. I received a return call within 45 minutes offering an appointment slot. I was seen by a clinician who demonstrated thoroughness and reassurance during the examination and provided helpful guidance. This healthcare professional is a real asset to the practice. I was given a prescription without delay and managed to return home within 3 hours of my initial contact. The surgery subsequently rang to arrange a follow-up appointment to ensure my recovery was progressing well. The entire team, including receptionists (who certainly have demanding roles), clinical practitioners, doctors and pharmacy personnel, delivered exceptional care throughout. Both my partner and I have experienced this standard of service on previous occasions, so we would readily recommend this practice to others. With sincere appreciation to the whole team. You provide outstanding care and we have complete confidence in your services. Thank you. If we could award higher ratings we certainly would 🌟 🌟🌟🌟🌟🌟🌟🌟🌟🌟

Felt genuinely listened to and cared for

Demonstrated genuine warmth and empathy throughout the consultation.

Felt genuinely listened to and well explained

Just want to write a review on behalf of my wife and a family member, they visited a clinician to discuss some health concerns. The clinician was caring, professional, fully explained the whole process and very reassuring. It has been many years since we have had such professional care. Thank you so much, you are a fantastic healthcare professional. If you get a choice, we would highly recommend this appointment, outstanding service, thanks again.

Felt genuinely listened to and understood

Thank you for the thorough, diligent and superb care we have received. I would like to highlight one clinician for their excellence, diligence and attention to detail. Extremely intuitive, they are personal, empathetic and proactive. Another healthcare professional also deserves a special mention for their excellence, their empathy and their willingness to really listen before taking positive action. Thank you.

Quick appointment and thorough consultation

I had a quick appointment at the surgery that lasted around 10 minutes. The clinician I saw was very thorough and demonstrated a professional approach throughout. I would be happy to recommend this practice to others.

Felt genuinely listened to at appointment

I cannot think of a better GP practice than this one. Whether it is the outstanding clinical staff or the wonderful administrative team that supports them in delivering care, the service is truly outstanding.

Felt heard and genuinely cared for

I was offered an appointment with a healthcare professional instead of a GP and can genuinely say that they are a credit to the surgery. Their kind and caring manner along with their ability to listen and ask thoughtful questions helped to put me at ease and feel understood. They have provided thorough follow-up care and I would highly recommend them to other patients.

Reception team made me feel genuinely welcome

Every member of the reception team demonstrated warmth, helpfulness, kindness, and a cheerful demeanor.