Brook Square Surgery

Quick phone appointment and hospital referral arranged

I called to arrange an appointment early in the morning and was seen shortly after, which led to a referral for a specialist consultation at a hospital facility for a future date, along with medical equipment being scheduled for delivery a few days later. The service provided was excellent.

Practice struggles to retain experienced clinicians

The practice appears to struggle with staff retention, with experienced practitioners departing quickly and difficulty attracting higher-calibre clinicians to the team.

Couldn't get appointments or prescriptions sorted

I would strongly recommend avoiding this practice. The service has been entirely unhelpful across all aspects, including scheduling and medication requests. The overall experience has been deeply unsatisfactory.

Felt listened to and well explained

The doctors at this practice make time for their patients. There is one particular clinician who stands out for their willingness to go the extra mile. They take care to explain medications in detail and are proactive in helping resolve any issues that may arise during appointments.

Reception staff dismissive of health concerns

This practice was excellent previously when it operated independently, and I relocated with them from their earlier location. They were a wonderful practice where appointments were readily available and staff consistently showed genuine care and consideration. The reception team demonstrated real compassion in those days, which is quite different from the current situation. The reception staff now seem to act as though they possess medical knowledge, making judgments about what might be wrong with patients as if they were qualified clinicians. This behaviour has not been limited to my own experiences but has also affected my family members. When I contacted the practice feeling quite poorly and requested to see a doctor, I was informed that no appointments were available and was instead directed to visit a pharmacist. This guidance proved inadequate, as I subsequently required emergency transport to hospital, where I was diagnosed with a serious infection affecting my chest and lungs. My confidence in this practice has significantly declined since the organisational changes took place.

Friendly staff who really listened to me

Excellent practice - nothing to complain about. The team provides outstanding service and attentive care.

Friendly staff, but phone access could improve

The medical team and support staff are very welcoming and supportive. Booking an appointment through the phone system takes quite a while, so visiting in person tends to be more efficient, though the clinic itself is well-maintained and has some activities available for children, which is appreciated. For general enquiries, I find it more straightforward to visit the practice directly rather than calling ahead.

Staff took time to listen and help

The team here was very supportive and provided excellent assistance.