Brook Square Surgery

Cancelled appointment cost me time and money

Had my appointment cancelled just three hours before I was due to attend. I had taken unpaid time off work for this appointment, which resulted in a significant financial loss. Very frustrating situation.

Helpful surgery that listens to concerns

I have found the practice to be quite supportive, and the clinical staff have been beneficial in addressing my health concerns.

Online booking system caused appointment frustration

Poorest medical practice in the region. They insist you complete appointment request forms through their online system. You follow their instructions and then discover there are no available slots, so you attend in person only to be told you must book online instead and that appointments cannot be arranged at reception. The staff appear dishonest and defensive when questioned about these procedures. I am looking to register elsewhere and would not recommend this practice.

Reception staff made booking appointments straightforward and easy

The reception team have consistently demonstrated friendliness and helpfulness throughout my interactions with them. The clinician I consulted with showed remarkable compassion and understanding, and the healthcare professional I saw was excellent at helping me feel comfortable and reassured. When I initially registered with the practice in summer 2021, I experienced some challenges in securing appointments. However, following the surgery's reopening after the pandemic restrictions, this has no longer been an issue. I have submitted appointment requests via the online system on a Monday and received a consultation slot by Thursday. On another occasion when I needed an urgent appointment, the reception staff member was able to take my information over the phone when I was unable to access the online booking system, and they successfully arranged a same-day appointment for me that morning.

Helpful staff made the right choice

Excellent practice with a supportive team who consistently demonstrate helpfulness. I relocated to this surgery shortly before the Pandemic began, and I'm very pleased with that decision. Appreciation to the entire staff.

Reception staff weren't very helpful

The reception team was not as helpful as I would have hoped.

Doctors who actually listen to you

Positive experience with the medical team

Reception staff could show more empathy

The standard of care has been disappointing. This practice is not recommended. Following a change in staffing, the overall experience has deteriorated significantly. While the nursing team are pleasant and professional, the clinical and administrative staff appear to lack the compassion and attentiveness expected from a healthcare provider.

Hard to reach anyone when you need help

I have been a patient at this practice for many years, but I feel it is time to move on. The process for obtaining medical attention is unnecessarily complicated, and securing a face-to-face consultation with a clinician is extremely difficult. On multiple occasions when I have contacted the practice regarding concerns about my mental wellbeing, I have been redirected between departments without receiving the support I needed, and medication has been prescribed without being offered access to specialist consultation. I also experience recurring health issues that require prompt treatment, yet when I have sought urgent care, I have been offered appointments several weeks in the future, which feels inappropriate given the nature of my symptoms. Additionally, when I requested that my medical records be transferred for a legal matter, the practice was unresponsive and did not provide the necessary assistance. Overall, I have felt that my concerns have not been taken seriously or treated with the attention they deserve.

Helpful staff and accessible appointments

I relocated from my previous healthcare provider in 2020 and have experienced no issues since. I have attended appointments with nursing staff in person and consulted with a doctor when required. Considering the demands placed on the healthcare system, I believe this practice delivers a high standard of care.

Practice left me feeling unheard and dismissed

You would be better to seek care elsewhere. The medical professionals at this practice are not meeting expectations. A disappointing service experience.

Reception staff made time when fully booked

Excellent practice with wonderful team members. There will always be minor issues, but overall they deliver an excellent service. On several occasions when I have called, despite having a full schedule, the reception team have been able to fit me in. Remote consultations function effectively and help to prevent unnecessary trips. The only minor drawback I have encountered is the new online enquiry system, as it cannot be accessed when the practice is closed.

Reception wouldn't budge on early morning appointment slot

I attended the surgery with swelling and pain in my hand. When I attempted to book an appointment, I was informed that only morning slots at 8 o'clock were available, as the receptionist indicated I would need to use a computer to book otherwise. I explained that it was already after 4 o'clock in the afternoon and asked if an appointment could be arranged at that time, but was told this was not possible and that only the 8 o'clock morning time could be offered. At 69 years old and currently experiencing health difficulties, I found this frustrating. My mobility has declined significantly over the past 18 months, and even walking a short distance down the street has become challenging. I felt that the receptionist might have been able to show some flexibility and escalate my request to someone who could have assisted me further.

Reception staff were dismissive and impatient

The reception team's approach fell significantly short of expectations. There appears to be a need for improved training in compassion and empathy. The staff interaction lacked patience and came across as dismissive and curt, which is particularly unhelpful when someone is unwell or in a vulnerable state. As a parent calling with concerns about a family member, receiving responses that seemed irritable and unwelcoming was disappointing and added to an already stressful situation.

Appointment booking process was frustrating

I had a disappointing experience with the healthcare service I received.

Struggling to book appointments and get prescriptions right

It is extremely difficult to secure an appointment at this practice. When attempting to order prescriptions, there are frequent issues with either incorrect items being provided or the order failing to process. I would strongly recommend considering an alternative practice.

Phone triage wouldn't arrange emergency appointment

Called early in the morning requesting an urgent appointment, but it was not classified as a medical emergency and no appointment could be arranged through a telephone consultation. I was very disappointed with this response. The suggested options were to attend the accident and emergency department or to visit a pharmacy for over-the-counter remedies.

Phone queue led to unhelpful online consultation instead

Called early in the morning seeking an urgent same-day appointment and was directed to complete an online consultation instead. Following multiple attempts to reach the practice during the afternoon, I was informed that no appointments were available and advised to contact the out-of-hours service or try calling back the following morning, despite having a wound concern that appeared to require prompt medical attention and medication. The available options were not clearly communicated to me, and I felt the online consultation did not adequately address my request for an in-person assessment. I was frustrated and let down that this particular practice was unable to resolve the matter in a timely manner, especially given their typically reliable service in previous visits.

Appointments only policy makes access difficult

The practice I attend operates on an appointments-based system currently.

Staff were helpful and put my mind at ease

I have found the staff to be excellent and the clinicians are consistently helpful and reassuring.