Brookmill Medical Centre

Best surgery I have used

Always seen on time,staff very polite, surgery very clean. Can be a little difficult to get an appointment . Probably due to how busy they are.

Felt genuinely listened to by the practice

Absolutely brilliant GP surgery. I moved here from a different town and CCG. Worlds apart! I do mostly use the online consultation service but I always feel listened to and if they don't agree with my request, a fair rationale is always provided. The clinician diagnosed my skin condition that had previously been missed elsewhere. Also, they have been brilliant with my son. Wouldn't go anywhere else.

Receptionists go above and beyond here

I have been a patient at this practice for many years and have consistently had a positive experience. The reception team members are particularly noteworthy for their exceptional service and willingness to help beyond their standard duties. My regular healthcare provider has always demonstrated professionalism and genuine care during my appointments, making me very satisfied with the level of support I receive. The nursing staff at the practice are also wonderful, providing friendly and competent care whenever I have needed their services.

Reception staff could be more welcoming

Some members of the reception team demonstrated discourteous behaviour and displayed unhelpful attitudes during interactions.

Reception staff attitude made all the difference

A deeply disappointing practice. I had an unsatisfactory experience with a junior clinician, and I was not informed of their training status beforehand, which I believe should have been disclosed according to regulatory guidelines. Following this encounter, I made the decision to transfer my care elsewhere. The process took some time given my personal situation, but I have since registered with a different surgery that has a notably higher rating. The contrast in receptionist demeanor and the standard of service overall between my previous and current practice is quite striking.

Hard to get regular appointments here

I deeply regret recommending this practice to my family member last year, as it is conveniently located nearby. However, this decision is something I now wish I had not made. Obtaining an appointment with a regular clinician appears to be extremely difficult, and when appointments are available, they are often with locum staff rather than permanent practitioners. Additionally, I have concerns about how patient information is handled, as personal details appear to be shared with third parties without prior consent. During a recent interaction, a member of staff was unhelpful and dismissive when speaking with my family member over the phone. The overall approach to patient care seems rushed, with insufficient time spent listening to concerns or conducting thorough assessments, instead appearing to rely on assumptions. This experience has been disappointing, and I am currently assisting my family member in registering with an alternative practice, as we feel a change would be beneficial.

Long waits meant missing appointments entirely

I haven't needed to visit the doctor very often until recently. During my last appointment, I experienced a significant wait of around thirty minutes before being seen, and I felt that my concerns were not properly addressed. I subsequently booked a follow-up appointment with my regular practitioner, though I had to wait several weeks for availability. The only slot offered fell during my working hours, which meant I had to arrange to leave work early to attend. On the day of my appointment, I arrived with what I believed was sufficient time, but this proved inadequate. Despite arriving ahead of my scheduled time, I waited considerably longer than expected in the waiting room and ultimately had to leave before being seen in order to return to work on time. This experience has left me very dissatisfied with the service provided, and I have decided to seek care elsewhere.

Helpful practice with quick hospital referrals

The practice demonstrated precision in their approach and I have not encountered any problems during my visits. The staff proved consistently helpful throughout my care. I received a hospital referral promptly, which was greatly appreciated. The main drawback I experienced was the lack of available parking at the location.

Felt reassured and well cared for throughout

Today I attended an appointment and I just wanted the practice to know what an asset the clinical staff member is. The healthcare professional was kind and kept reassuring me throughout the procedure that I underwent. Thank you so much for everything you did today, my experience was definitely 5 star and that's down to the professional and wonderful care I received. Kind regards.

Practice won't post forms due to work commitments

I received a text asking me to contact the surgery, which I did. I was instructed to attend in person to collect a blood test form for hospital testing related to my ongoing health condition. I explained that I'm unable to visit during current opening hours due to work commitments and cannot take time away from employment simply to pick up paperwork. I also mentioned that I'm not currently driving and have no one available to collect items on my behalf, as my social network and family are either working or located elsewhere. I requested whether the form could be sent by email instead—this was declined. I also suggested I could provide postage costs for future correspondence—this was also refused. I felt frustrated that the practice seemed unable to accommodate working patients. The surgery's approach to patient services appears to have changed noticeably over recent years. This is disappointing, as I initially registered here eight years ago based on positive recommendations at that time. The receptionist explained that the practice lacks funding to post medical forms to patients.

Chronic delays make appointments hard to get

The practice consistently runs behind schedule, requiring me to wait considerably longer than my booked appointment time, which disrupts my daily plans. Additionally, obtaining an appointment in the first place proves challenging, as availability is limited and booking slots are often several weeks away.

Long waits and repeated appointment cancellations

This practice has been extremely frustrating to deal with. Waiting times for appointments stretch on for weeks, and when a slot finally becomes available, it often turns out to be a telephone consultation that subsequently gets cancelled. Calling back to rebook consistently results in being told that the service is understaffed or personnel are unavailable.

Phone lines constantly busy, staff unhelpful

Finding it difficult to reach the practice to book an appointment, even when calling first thing in the morning. Once you manage to get through, the reception experience is disappointing, with staff appearing unwelcoming and lacking knowledge about procedures. Appointments are often unavailable for extended periods. Overall, not a satisfactory experience at this practice.

Receptionist was unhelpful on the phone

Disappointing experience when contacting the practice by telephone with the reception staff

Felt rushed and dismissed during appointment

I felt frustrated by the apparent impatience shown when I mentioned having two concerns to address during the appointment. This was particularly disappointing given that my daughter had waited several weeks for this slot, the appointment itself started later than scheduled, and the waiting area was not busy at the time. The consultation concluded very quickly, within just a couple of minutes, which made the initial reaction seem unnecessary. I've had positive experiences with other practitioners at this practice, who have consistently demonstrated helpfulness and willingness to listen to multiple concerns.

Reception staff sorted my requests quickly

The reception team member was wonderful, approachable and efficient, promptly addressing both of my requests 😊

Manager didn't address the original complaint

No stars! Was the complaint addressed by the individual mentioned in the grievance? 🤦‍♀️ No solution provided beyond suggesting external escalation! 🤷‍♀️ No acknowledgement regarding medication concerns raised over an extended period.🏴‍☠️ Regulatory body involvement occurred.

Responsive online messaging and friendly staff

During this period of significant strain on healthcare services, I have found this practice to be very attentive to my questions and concerns. I regularly use the online messaging system and consistently receive responses within a reasonable timeframe. When I visit in person, the entire team demonstrates warmth and professionalism, and I have nothing negative to report. Given that I work in a healthcare setting myself and tend to be quite critical, this is noteworthy. I would like to commend everyone at the practice for their efforts. Thank you

Receptionist helped when I asked for support

After asking the receptionist for assistance with my teenage daughter's health concern, she was assessed promptly and I received a call within the hour from a clinician who demonstrated exceptional care in addressing our worries. Thank you 😊

Struggling to book appointments through phone queues

It is disappointing to see the decline in this practice, which previously maintained high standards. Over the past year, the experience has deteriorated significantly. Accessing appointments has become increasingly difficult, with availability seeming to depend largely on chance when attempting to book. Despite relatively few patients appearing to be present in the waiting area during visits, the reception area appears understaffed, with a single team member managing multiple responsibilities including appointment scheduling, telephone calls, booking coordination, and prescription distribution. There is concern regarding the availability of clinical staff, particularly regarding part-time working arrangements. In the current climate where the NHS faces staffing pressures, it seems inconsistent that flexible working patterns are accommodated here when such arrangements might not be feasible in other professional settings.