Browney House Surgery

Staff were polite and helpful throughout

We have been patients at this practice for approximately two decades. Is everything flawless? No, as with any organisation. That said, the team members have consistently demonstrated courtesy, warmth and a willingness to assist. On the occasions when we have had additional worries regarding our care, the clinician has always arranged appropriate onward referrals. I believe that a degree of mutual understanding goes a long way.

Always willing to listen and understand

I would strongly suggest this practice to others, as it has consistently demonstrated a compassionate approach and genuine attentiveness to patient concerns.

Waiting room music doesn't fix slow appointments

The appointment process felt sluggish and the support provided wasn't what I needed. The waiting area atmosphere wasn't conducive to a comfortable visit. I've been unable to work due to my health concerns, but the earliest available appointment for testing is several weeks away. During my consultation, I felt that the clinician hadn't thoroughly reviewed my background information beforehand, and there seemed to be reluctance to engage with the complexity of my situation. This experience reinforced my frustration with the service I've received across different healthcare settings.

Reception team really listened and helped us

The reception team at this surgery are fantastic, they are so accommodating and have helped myself and my daughter when we have needed it. The staff members are so supportive and helpful. I always feel like we have been listened to and helped. The team has been particularly helpful to me recently. Thank you to the surgery. Keep up the good work.

Phone queues taking far too long to answer

On two separate occasions, I found myself waiting approximately 45 minutes for my call to be answered despite being near the front of the queue. A sample was submitted for laboratory analysis, and several days later the results had not yet been returned, whereas a similar test processed around the same time was completed within a couple of hours. I felt it would have been helpful for the practice to proactively contact the laboratory to investigate the delay rather than leaving it to me to suggest. The clinical team at the practice are consistently thoughtful and responsive, however I believe improvements could be made regarding telephone accessibility and the timely follow-up of test results.

Booking system makes getting appointments nearly impossible

I've been considering posting a negative review for quite a while, and my most recent visit has finally motivated me to do so. The appointment booking system is extremely frustrating. The only available option appears to be same-day emergency slots, which means non-urgent issues still require booking an emergency appointment. This feels inappropriate, as I've had to take appointment slots that may have been needed by patients with more pressing concerns, simply because there's no way to schedule something for a week or two ahead despite still requiring medical attention. When calling to book, telephone appointments seem to be the only option offered, yet in my experience these consistently result in being told "I'll need to see you face to face instead". This feels like a significant waste of both appointment slots and time. If standard face-to-face appointments were available to book directly, there would be no need for this two-step process, and more patients could be accommodated overall. I had to miss a telephone appointment because I was occupied with my young child at the time. I called back straight away, though I couldn't get through initially due to the lines being busy for around 10 minutes, to explain what happened and ask if the clinician could ring me back. I was informed they would pass a message along, but was warned the clinician had a full schedule that day. I never received a callback. I feel genuinely disappointed by how this surgery operates. Beyond the problematic booking system where appointments are extremely scarce and require calling at opening time to secure one—I've called every morning for six consecutive days only to be told each time there were none available—the clinician didn't even attempt to return my call despite me ringing back immediately. In my view, once a patient is scheduled, that time slot is allocated for them. It would take minimal effort to note that the patient didn't answer and proceed accordingly. When a patient calls back promptly, it's reasonable to expect a return call. The time was still reserved for them, after all. I genuinely feel anxious about having to call for appointments. I suspect many people have delayed seeking medical care because of how this surgery functions, and I include myself in that.

Helpful staff who really listen to patients

This medical practice is wonderful. The staff are always helpful, kind and caring. I have been a patient here for over 40 years. The newer clinician is great too.

Impossible to reach by phone

It is difficult to reach this practice by phone.

Staff went the extra mile for me

The entire team here is genuinely pleasant and consistently demonstrates a willingness to provide additional support whenever possible. I have consistently found it straightforward to secure appointments at this practice.

Couldn't get a callback when needed

The practice does not return phone calls.

Staff are lovely but phone lines are overwhelming

The team have consistently been pleasant and supportive throughout my interactions with the practice. However, accessing the surgery by telephone has become increasingly challenging, particularly given the shift towards same-day appointment availability. I feel that implementing a call queuing system could significantly enhance the patient experience and reduce anxiety when attempting to reach reception. Currently, attending in person at 8 am to book an appointment appears to be the more reliable option. There is also uncertainty around which practitioners are permanent members of the practice, as it appears that aside from one familiar clinician, the remainder may be temporary staff. Combined with the prevalence of telephone consultations, this makes it harder to establish continuity of care and develop an ongoing relationship with a healthcare provider. While the reception team remain courteous, it appears the practice may be operating with insufficient staffing levels relative to patient demand, which seems to be creating frustration among those using the service.

Reception staff didn't listen to my concerns

Called to request a GP callback, but did not receive one. When I rang again, I was informed that a prescription had been issued for a medication I was already taking, which provided no benefit. The reception team did not appear to listen to my concerns. I explained my mobility difficulties and discomfort to the reception staff, but they did not seem particularly responsive to what I was telling them. I found this frustrating.

They really went the extra mile

The practice consistently demonstrates a willingness to go the extra mile in assisting patients.

Getting appointments here was unnecessarily difficult

I was a patient at this surgery for several years until earlier this year, when I decided to switch practices due to concerns about the standard of care I received. I initially presented with a facial lump which was assessed and treated with antibiotics. However, months later, I required two surgical procedures for a skin condition, resulting in significant scarring. I feel that the initial assessment may not have identified the seriousness of my condition, and I am grateful that my subsequent healthcare provider was able to offer a different perspective. Beyond the clinical concerns, I also found the appointment booking process to be quite challenging and frustrating. I would encourage others to carefully consider their options when choosing a practice.