Brook Square Surgery

Reception staff made booking straightforward and easy

I have had a wonderful experience with the clinical staff at this surgery, who have consistently provided excellent care since I became a patient. The nursing team members are approachable and supportive, and the reception team demonstrate courtesy and professionalism during interactions, with particular appreciation for the consistently helpful attitude of one team member. I feel fortunate to be under their care.

Hard to get appointments with unfriendly staff

The practice comes across as unwelcoming and dismissive. It's difficult to get appointments with a doctor, and there's a high turnover of staff. Most of the team members are not particularly pleasant, with only the occasional exception.

Phone system makes booking appointments difficult

The appointment booking system is frustrating as you're unable to call and speak with someone directly whenever needed. Everything must be arranged during specific time slots for particular services. The phone system feels inefficient, as calling doesn't guarantee you'll reach a receptionist unless you contact them during their designated hours.

Couldn't get appointments when we needed them

We found it extremely frustrating that neither my spouse nor I could secure an appointment when we needed one during that difficult period. As a result, we had no choice but to attend the emergency department for care. Since then, we have continued to experience significant difficulty in obtaining doctor appointments.

Difficult to get appointments and poor communication

The practice has experienced a decline in service quality, particularly regarding appointment availability. It has been difficult to secure consultations with practitioners. Additionally, there appears to be a lack of communication regarding receipt of prescription requests, requiring patients to follow up independently to confirm status.

Took time to listen and understand

I'm grateful for the understanding approach and truly value the time taken to listen carefully and review my medical history. Thank you so much for your attentiveness 💕

Online booking made scheduling straightforward

I was surprised to see the unfavourable feedback. This practice is significantly better than where I was registered before. The digital booking system functions effectively and the team members are courteous and competent.

Prescription requests repeatedly rejected without explanation

Ongoing difficulties in obtaining prescribed medications for children despite confirmation that prescription-based provision is necessary and educational settings require this format for administration. Repeatedly directed to purchase over-the-counter alternatives instead, with online submission processes being declined without allowing for clarification or discussion of circumstances.

Long wait times for available appointments

The appointment availability at this practice is extremely disappointing, with waiting times extending far beyond what would be considered acceptable.

Felt genuinely listened to and supported

I'm leaving this review because I've noticed some negative feedback, and I feel compelled to share my own experience. Over the past several years, I have consistently received excellent and professional care from everyone at this practice, particularly during a challenging period health-wise. I've noted in the appointment information that a significant number of appointments went unused by patients in a single month, which suggests that some of the issues raised may not solely be attributable to the practice itself. I want to express my gratitude to the staff for the professionalism and compassionate care I have received since becoming a patient.

Phone lines constantly unavailable and unresponsive

Genuinely disappointing service. The phone lines are consistently unavailable, and I've experienced several instances where prescription requests haven't been processed properly, resulting in gaps in my medication supply. Even one star feels like I'm being too kind.

Felt listened to and understood

Exceptionally positive experience

Appointment booking system makes things unnecessarily difficult

I have found this practice to be deeply unsatisfactory. Obtaining an appointment presents significant obstacles, and the email communication process feels unnecessarily difficult and frustrating. The email system appears to have restrictive timeframes that make it challenging to respond appropriately, and when deadlines are missed, there seems to be little flexibility. Over the past year, there have been repeated issues with prescription management that have caused considerable inconvenience. The level of service falls well short of what I would expect from a healthcare provider, and I believe the standard of care demonstrated would be considered unacceptable in most professional settings.

Staff listened and got things done quickly

Excellent medical practice. Throughout my time as a patient here, spanning several years, the team has provided significantly better support for my ongoing health concerns compared to my previous provider, resulting in a meaningful improvement to my quality of life. I receive regular therapeutic injections for joint-related issues, and this practice has administered multiple treatments in the timeframe that would typically see only one completed elsewhere, avoiding lengthy delays experienced through other NHS services. The clinical staff demonstrate genuine attentiveness to my concerns, addressing them with professionalism while maintaining genuine empathy and compassion that I have found lacking in other healthcare settings.

Helpful staff made the difference

I couldn't be more satisfied with this practice! The team members are incredibly supportive and the waiting periods are minimal. The front desk staff are wonderful and truly exceptional. They have provided outstanding assistance during a challenging time for my family and me. Thank you all x

Friendly reception made me feel welcome

The practice provided a pleasant and welcoming experience for those attending appointments.

Staff made me feel well looked after

The entire team provides excellent care and support. It's reassuring to receive such attentive treatment.

Staff made me feel genuinely listened to throughout

Don't let the critical feedback discourage you!! I really can't stress enough how wonderful the team at this practice are across all areas, from the care provided to their compassionate approach. Following each visit, I leave feeling supported and genuinely heard. I've never experienced feeling undervalued or hurried through my appointment. The front desk team are exceptionally friendly and attentive! I believe it's unfair when people leave negative feedback purely about extended waiting periods, as this is largely beyond the practice's control during current circumstances and they're clearly putting in considerable effort to serve patients as effectively as possible ❤️

Staff were helpful and listened well

The team members were supportive and performed their duties well.

Online booking system makes appointments nearly impossible

The clinical team at this practice demonstrate good capability. However, access to appointments is significantly hindered by the online booking system, which becomes available at 7.45 and closes once all slots are allocated. Despite attempting to book online at the designated opening time over a two-week period and at various points throughout the day, availability has not materialised. Telephone contact proved unhelpful, as reception staff directed enquiries back to the online platform. Messages submitted through the booking system similarly resulted in being redirected to complete the form. Following these difficulties, a transfer to another practice resulted in prompt appointment scheduling. Obtaining a routine appointment should not present such considerable obstacles.