Brook Medical Centre

Unhelpful pharmacist disregards patient's needs and concerns

The pharmacist at Brook Medical Centre believes she has superior knowledge compared to the hospital's prescription. She unilaterally removed my antihistamine from my repeat medications, claiming they are available over the counter, without consulting me first. As a 69-year-old patient, my prescriptions are complimentary, and I find her actions presumptuous and disrespectful.

Lifesaver pharmacy support during medication emergency

Typically, I experience lengthy wait times, but today was remarkably swift.... After coming back from a brief absence, I realized I'd forgotten my medication and was anxious about whether I could obtain a refill before my prescription's renewal date.... The representative I connected with was courteous, supportive, and knowledgeable, and they promptly resolved my issue... What a relief, as I was genuinely worried... Exceptional customer support. Much appreciation.

Terrible experience at local medical facility

Absolute nightmare of a surgical experience in this Stoke-on-Trent facility. Complete disaster from start to finish. Would never recommend this place to anyone. Shocking level of incompetence and unprofessionalism throughout the entire procedure. Truly the worst medical treatment I've ever encountered.

Great medical care when you need it

Consistently top-notch assistance. Whenever scheduling was required, they accommodated me perfectly.

Compassionate nurses made my blood test comfortable

I recently underwent a blood draw with Paige Wain, and she was incredibly kind. When she encountered difficulty locating a vein (which was through no fault of her own), she promptly called in another nurse to assist. Both healthcare professionals were compassionate and professional. What truly stood out was their complete lack of reaction to my personal scars, which I typically feel self-conscious about. Their gentle approach and understanding demeanor helped me feel completely comfortable during the procedure. A big thank you to both nurses for their exceptional care and sensitivity!

Compassionate care through decades of family support

I extend my heartfelt gratitude to Dr. J Gilby and the entire medical staff for their four decades of compassionate care provided to my mother, Barbara Hankey, and my father, Stan. The thoughtful condolence card received upon my mother's recent passing deeply touched me. Thank you for your kindness and support during this difficult time, DARRAN and TOM Hankey.

Mental health support fails vulnerable patients

Utterly appalling, a person battling severe psychological challenges is informed they must endure an almost two-week wait before receiving any professional help!!

Terrible healthcare experience with incompetent medical staff

Completely revolting - from front desk staff to physicians - their communication is atrocious and they consistently mess up my family's prescription requests - perpetually delayed even when I place orders well ahead of time. I've terminated my relationship with them due to their abysmal customer service. Steer clear without question.

Terrible service and impossible to book appointments

Scheduling appointments through their phone system is an absolute nightmare, with persistent technical glitches and a poorly designed interface that has plagued me for years. The phone representatives are unbearably condescending, displaying an attitude that ranges from arrogant to dismissive, often bordering on sarcastic. They seem so convinced of their own infallibility that they completely disregard professional advice from genuinely experienced and logical consultants. Even more frustrating is their apparent habit of not even reviewing case reports or communications before engaging with patients. It's astonishing how dysfunctional the administrative side of this surgery appears, especially when I'm certain the actual medical professionals are likely competent. If patients could only secure an appointment or directly communicate with the medical staff, I'm confident the reviews would be significantly more positive.

Great healthcare service with friendly professionals

This is a commendable medical facility staffed by exceptional healthcare providers who are genuinely committed to addressing your medical concerns and offering comprehensive support. The clinic offers a blood testing service on select days of the week. Various diagnostic tests are available on-site, including electrocardiograms (ECG) and 24-hour blood pressure monitoring. It's advisable to schedule an appointment in advance to minimize waiting times and avoid potential disruptions to other patients' experiences. I wholeheartedly endorse this healthcare center.

Compassionate care from nurse kate saved my day

I'm truly delighted with today's medical assistance. Nurse Kate Allen was exceptional, providing compassionate and thorough care. She attentively heard all my health concerns and conducted a comprehensive examination. I'm incredibly grateful that she recommended additional diagnostic tests. Fortunately, I secured a same-day appointment, which was a tremendous relief since I was experiencing significant discomfort. The online appointment booking system is remarkably user-friendly and efficient compared to phone scheduling, and I highly encourage others to utilize the website for booking their appointments.

Frustrated with medical clinic's disorganized and inefficient system

Challenging to provide a comprehensive assessment without evaluating each aspect separately. The receptionists are friendly and competent in their roles, and the medical staff are skilled and thorough. However, the overall administrative system is fundamentally disorganized. The appointment booking process from start to finish lacks professionalism. Receptionists are operating within the constraints of a flawed system and shouldn't be blamed; the fault lies with management. Placing a caller on hold to consult a nurse practitioner undermines the receptionist's capabilities and suggests a lack of trust in their professional judgment. Management should empower receptionists to direct patients to the appropriate clinician. I find some other reviews dismissive and unfair. Receptionists are not creating arbitrary rules but following directives from higher management. They are the initial point of contact and bear the brunt of patient frustration. While they may ask numerous questions, this is a result of poor organizational leadership. They are simply performing the role assigned to them by the organizational hierarchy.

Exceptional medical team with heart and compassion

I've consistently had exceptional interactions with Dr Gilby, Stef, and Katie. Without hesitation, I can assert that Dr Gilby is arguably the top general practitioner in the nation. He consistently demonstrates remarkable dedication to patient care, going above and beyond in his medical approach. Stef truly merits advancement and would excel as the practice manager, while Katie possesses outstanding interpersonal abilities that make her perfectly suited for a reception management role. Continue delivering your outstanding service, team!

Terrible healthcare nightmare at local medical practice

Absolute nightmare of a medical practice in Stoke. They misplaced my referral three times, and the receptionists are completely clueless - I had to contact two hospitals just to discover they should already know these details. The stress was so overwhelming it triggered a mental breakdown. When I finally saw a doctor, his response was dismissive: "What do you want me to do?" He refused to prescribe my consultant-recommended medication, forcing me to complain and chase up the hospital. One day, after trying to locate my urgent referral for 5 months, I spent 4 hours on hold receiving incorrect guidance, which meant constant callbacks. I've emailed the surgery's manager, Scott, twice and received zero response - likely because he's related to someone and lacks proper management experience. They have numerous receptionists who seem completely incompetent, with many leaving in January. I've since found an incredible new surgery. With 14,000 patients, they're critically understaffed, and appear reluctant to prescribe expensive medications due to budget constraints. Their waiting room looks like it hasn't been updated in 15-20 years. Parkinson was exceptional, and his departure marked the practice's decline.

Helpful staff but frustrating phone wait times

Impressed by the medical professionals and administrative team, but frustrated by the lengthy automated phone system that requires listening to almost three minutes of recordings before reaching a live representative.

Surprisingly solid product during challenging times

Quite satisfactory given the current situation

Compassionate care that goes above and beyond

As a long-time patient at this practice, I can genuinely affirm that my experiences have consistently been positive. Carol is always readily available to address any questions or worries I might have, whether they relate to me or my daughter. Recently, we saw nurse Sam for an appointment, and despite my little girl creating quite a commotion and refusing to have her temperature checked, Sam handled the situation brilliantly. She never made me feel like an overly anxious parent, which I had feared might happen. Overall, this is a warm, supportive team who are always eager to assist and go above and beyond to ensure patients feel heard and supported.

Exceptional service from caring customer representative

The entire team demonstrates exceptional professionalism and courtesy. I had the pleasure of interacting with Carol, who skillfully assisted me with my needs and provided outstanding support.

Exceptional service from a caring healthcare professional

I was pleasantly surprised by a call from Katie, the same representative I had previously spoken with about pending test results that I had followed up on multiple times. Despite her undoubtedly busy schedule, Katie went out of her way to reach out and provide me with the confirmation I needed. Her demeanor was exceptionally courteous, helpful, and thoroughly professional. The world would certainly benefit from having more individuals like Katie working in customer service.

Exceptional service with a friendly and helpful team

The front desk staff excel at providing assistance, with Katie standing out as particularly exceptional. She's consistently attentive, knowledgeable, and offers a sense of comfort and confidence to guests.