Brook Medical Centre

Patient Experience Summary

Feedback on this practice reveals significant challenges alongside some positive experiences. Patients consistently report substantial difficulties accessing appointments through phone booking systems, with many describing unanswered calls, lengthy wait times, and unavailable slots despite calling early in the morning. Reception experience emerges as a major concern, with numerous accounts of discourteous and dismissive behaviour from front desk staff, though some patients noted individual receptionists who were helpful and supportive. Communication issues extend beyond reception, with patients reporting poor responsiveness to queries and concerns about prescription processing and test result follow-up.

Medical care experiences are mixed. While some patients praised nursing staff as compassionate and supportive, and described receiving efficient care, others raised concerns about brief consultations, inadequate assessments, and dismissive attitudes from certain medical professionals. Several patients mentioned receiving prescriptions without proper in-person examination, and concerns were raised about continuity of care and thorough diagnostic consideration.

Positive feedback highlighted the recently introduced telephone booking system as an improvement, courteous reception staff in some interactions, and professional medical care from certain practitioners. However, the overall pattern suggests systemic access and communication challenges that significantly impact patient experience, alongside inconsistency in the quality of reception and clinical interactions.