Brook Medical Centre

Terrible healthcare experience with unhelpful medical staff

Extremely subpar customer service, with a discourteous front desk staff member who demonstrated a complete lack of professionalism. The physician refused to examine my 8-year-old son suffering from a sore throat, despite being physically present at the facility. Following a supposedly conducted telephone consultation, I was informed that an antibiotic prescription would be available for pickup at the adjacent pharmacy. However, upon arrival, I was informed that my child was not registered in their system, rendering the prescription invalid. Moreover, the GP failed to recommend a throat swab to test for the most prevalent Group A streptococcal infection. This experience is utterly unacceptable, and I intend to file a formal complaint with both the NHS and the medical council. This GP practice is so fundamentally incompetent that it deserves complete elimination, particularly given that all consultations are conducted remotely or virtually. It is an absolute disgrace and a profound embarrassment to the medical profession.

Terrible experience at this medical office

Terrible customer experience with unhelpful and discourteous front desk staff

Terrible service from rude medical reception staff

Utterly appalling! Scheduling an appointment proved impossible, and when a callback window was provided, no contact was made. Upon visiting the center, a rude receptionist informed me that the designated time slots were meaningless. What's the purpose of such scheduling? I requested to speak with a manager, only to discover that the same discourteous receptionist (Heather) was, in fact, the manager! The service is abysmal, with zero apparent concern for patient experience. While I cannot comment on the potential quality of the medical staff, the reception team is so off-putting that one cannot even reach them. Steer clear of this establishment at all costs!

Terrible booking experience waste of my time

Terrible experience attempting to schedule an appointment for two consecutive days with zero success. I phoned precisely at their opening time of 9:00 AM, yet still couldn't secure a booking. The complete lack of responsiveness is unacceptable. My recommendation is to steer clear of this business if at all possible.

Terrible healthcare service leaving patients in desperate limbo

Utterly frustrated and feeling abandoned by what's supposed to be a healthcare service. I've been attempting to secure an appointment since 8am for three consecutive days, only to be met with a 30-minute phone call that ends in no booking. When I physically visit the surgery to schedule, they redirect me to phone booking, yet the phone remains perpetually unanswered. They suggest using Livi and 111 for assistance, who then advise me to return to the GP for a child's chest examination. However, the surgery denies any such recommendation from Livi. This circular, nonsensical process is maddening. I'm left completely disheartened, with no medical professional willing to examine my infant.

Terrible surgery left me with dangerous pneumonia

I've been a patient at this medical practice for years, and since I'm generally healthy, I rarely visit. Recently, I experienced sudden, intense back and shoulder pain. When I tried to book an appointment, they claimed no slots were available and directed me to call 111. A paramedic examined me, suggesting a muscle strain and prescribing painkillers. The next day, my condition dramatically worsened. I went to the surgery in considerable distress, hoping to see a doctor, but the receptionist flatly refused, again telling me to call 111 - which I had already done the previous evening. Left with no alternatives, I went to the emergency room. After waiting several hours, I was finally seen and diagnosed with pneumonia, requiring aggressive intravenous antibiotics. This medical practice is absolutely unacceptable. They should seriously consider shutting down if they cannot provide basic medical care. The receptionist's sole function seems to be turning patients away, repeatedly stating no appointments or doctors are available. Her attitude is unhelpful and potentially dangerous. I can confidently say you would receive more compassionate and competent healthcare in a developing country than at this surgery. Their complete lack of patient care is scandalous and a waste of taxpayer resources!!!!!

Terrible healthcare service with endless frustrating errors

This is a subpar general practice with a complete lack of attentiveness In September, the hospital physician modified my prescription, increasing my daily tablet intake. We're now in December, and absolutely no update has been made in the GP system. I submitted my prescription request on November 21st, and once again, it was processed incorrectly. I've spoken with the reception staff about rectifying the issue, and even after a week, nothing has been resolved. There are perpetual problems, and their only response is to apologize.

Terrible service endangers vulnerable infant's health

Scheduled a callback for my infant at the recommended 8 AM time slot. Only a phone consultation was possible, no in-person visits available. Spent the entire day anticipating a call that never came. At 4 PM, I reached out to confirm the callback, but still no response. I contacted NHS 111, who assured me the GP practice would call back after receiving the information. No call materialized. We've now been forced to take our young child to the emergency department after multiple unsuccessful attempts to secure a medical appointment.

Worst medical service ever experienced in my life

Spent an exhausting three and a half hours attempting to contact the clinic over two days, and still haven't managed to speak with a single staff member This situation has become completely ridiculous and it's high time government intervention addresses this unacceptable communication breakdown It's no surprise emergency rooms are overwhelmed when patients can't secure basic medical appointments and ultimately become so unwell they're forced into urgent care Ecton brook medical centre, please, just pick up your phones!

Dangerous medical care destroyed my health and life

I consider this medical practice to be utterly hazardous From an abrupt medication withdrawal to misdiagnosis Since transferring and registering with this surgery, I've been unable to work My trust in medical professionals has been totally shattered I should never have initially been prescribed this specific medication 15 years ago at my previous practice Dr O'Leary's sudden cessation of my medication is absolutely reckless! A prime example of physicians failing to comprehend the consequences of prescribing or discontinuing medication for a long-term patient after 15 years of use

Terrible service with one rude receptionist ruining everything

I am thoroughly convinced that the leadership at this medical facility demonstrates a complete disregard for patient welfare, public health, and basic human dignity! The nurses are absolutely fantastic, serving as the true heart of this practice. Most of the reception staff are wonderful - compassionate, considerate, and incredibly supportive. However, there is one receptionist whose conduct is absolutely appalling! Her demeanor is consistently hostile, sarcastic, and aggressively unhelpful to the point of being intolerable! It is incomprehensible that such unprofessional behavior continues to be tolerated without intervention. I am certain this review will be summarily ignored, which is why I have already initiated formal complaints with the Quality Care Commission. Having dedicated my professional career to nursing within the NHS at a senior level, I am utterly shocked and dismayed by these unacceptable standards of patient interaction and care!

Terrible service from unprofessional and unhelpful business

I'm right next door to their office, yet I can't get my hands on some simple documents. This isn't a medical facility; it's a business that couldn't care less about customer service! They're completely dismissive and unhelpful. My heart goes out to the poor receptionist who has to deal with this terrible attitude!

Friendly staff makes medical visit a pleasant experience

Following a significant staff transition over the past year, I sense the practice is regaining its footing. I want to highlight that the receptionist Sonia is performing exceptionally well, warmly welcoming patients and being attentive to those in the waiting area. She carefully listens to patient inquiries and provides assured responses, and when she's uncertain, she promptly locates someone who can help. Throughout all interactions, she maintains a friendly demeanor and displays genuine confidence.

Frustrating phone system but now much improved

Scheduling an appointment requires calling early in the morning, but attempting to reach them results in a frustrating half-hour of unanswered calls. By 8:30 AM, when someone finally picks up, they inform you that all slots are filled and direct you to dial 111. Upon contacting 111, you're advised to reach out to your general practitioner instead. Recently, they have enhanced their telephone communication process, making it significantly more efficient and streamlined.

Worst medical practice ever terrible customer experience

Absolutely terrible medical care, I've experienced numerous healthcare providers after relocating several times, and these practitioners are hands-down the most incompetent I've encountered. They're incredibly chaotic, consistently fail to complete tasks, routinely break promises, and have even candidly confessed to making uninformed guesses about my health.

Compassionate care makes all the difference

Approach the personnel with the same dignity and consideration you would desire, and you'll receive courteous, empathetic, and competent service. The recently introduced telephone booking system is exceptional, especially given the current challenges facing our healthcare system.

Terrible medical care that puts patients at risk

1. Attempting to schedule an appointment by phone is futile, as calls go unanswered endlessly 2. The front desk staff displays complete apathy towards addressing patient inquiries 3. Medical professionals appear negligent, failing to screen patients for potential allergic reactions before prescribing medication 4. Essentially, they recklessly recommend pharmaceuticals with significant adverse effects

Worst medical service ever painful wait nightmare

Spent hours trying to secure an appointment, making 45 futile phone calls. This afternoon, after enduring a long wait to speak with reception, I was informed that no time slots remained for today. Absolute chaos.

Terrible service and unhelpful staff at brook surgery

I've never encountered such disrespectful behavior and complete disregard for patient care. Brook doctors surgery has consistently had mixed feedback. While some staff members are truly exceptional, the receptionists are utterly terrible. If you're considering switching to this practice, I strongly advise against it!

Disappointing product with zero feedback

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