Brook Medical Centre
Bad! (82 reviews)
Bad! (82 reviews)
Feedback reflects a deeply divided patient experience at this practice, with significant concerns around appointment access and communication alongside notable examples of compassionate care. Patients consistently report substantial difficulties with phone wait times, booking system failures, and prescription processing delays, with many describing the appointment scheduling process as frustrating and time-consuming. Reception experience varies considerably, with some patients praising courteous and responsive staff while others describe dismissive and unhelpful interactions. Communication gaps appear systemic, particularly regarding medication management and follow-up care.
Positive feedback highlights professional nursing staff, thorough examinations, and instances of responsive communication when patients successfully reach the practice. Several patients commend the online booking platform as more efficient than phone scheduling, and some report excellent continuity of care and compassionate support during consultations. However, these positive experiences are substantially outweighed by accounts of poor access, lengthy waiting periods, and inadequate responsiveness to patient needs.
The practice demonstrates inconsistency in service delivery across different departments and staff members. While some patients report seamless appointment access and supportive care, others describe barriers to obtaining timely medical attention, particularly for urgent concerns. Issues with prescription management and medication availability recur throughout feedback, suggesting systemic organisational challenges rather than isolated incidents.
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Feedback reflects a deeply divided patient experience at this practice, with significant concerns around appointment access and communication alongside notable examples of compassionate care. Patients consistently report substantial difficulties with phone wait times, booking system failures, and prescription processing delays, with many describing the appointment scheduling process as frustrating and time-consuming. Reception experience varies considerably, with some patients praising courteous and responsive staff while others describe dismissive and unhelpful interactions. Communication gaps appear systemic, particularly regarding medication management and follow-up care.
Positive feedback highlights professional nursing staff, thorough examinations, and instances of responsive communication when patients successfully reach the practice. Several patients commend the online booking platform as more efficient than phone scheduling, and some report excellent continuity of care and compassionate support during consultations. However, these positive experiences are substantially outweighed by accounts of poor access, lengthy waiting periods, and inadequate responsiveness to patient needs.
The practice demonstrates inconsistency in service delivery across different departments and staff members. While some patients report seamless appointment access and supportive care, others describe barriers to obtaining timely medical attention, particularly for urgent concerns. Issues with prescription management and medication availability recur throughout feedback, suggesting systemic organisational challenges rather than isolated incidents.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Lady S.
4 years ago
Bad!
Terrible doctor fails patients with medical neglect
After nearly a decade with this medical practice, my husband and I have endured nothing but frustration. Dr. Gilby has consistently demonstrated a complete lack of professional care, never engaging with me directly or making any genuine attempt to assist. His standard response has been outright rejection, particularly regarding my prescription renewals. The final breaking point came when, despite being acutely ill and dependent on oxygen and an inhaler every four hours, he coldly texted that my medication cannot be refilled and requires a review, even after being told it was urgent. Additionally, he has been equally unhelpful and difficult with my husband's medication needs. The level of medical neglect, unnecessary stress, and sheer incompetence is appalling. We are immensely relieved to have transferred to a significantly more compassionate and competent medical practice!! Lady Scott
Daniel M.
5 years ago
Bad!
Terrible service putting elderly patient at serious risk
Would have rated zero stars if the option existed. Utterly unable to process a recurring prescription for my elderly grandmother for three consecutive months. We've been forced to obtain emergency prescriptions in the last two billing cycles. Now they've instructed Boots to halt emergency prescription services, leaving my nan without medication for 72 hours. Dr. Gilby absolutely deserves termination. This isn't an isolated incident, nor even the most egregious issue we've encountered. The mounting negative feedback speaks volumes about their incompetence.