Brownsover Medical Centre

Worst medical practice ever terrible service and care

If I could give this surgery zero stars, I would. After numerous interactions with Leilani and staff, this is the breaking point. The reception team has consistently demonstrated abysmal service and what borders on professional misconduct: blocking patient access, claiming appointments are unavailable while the waiting room remains empty, using "The Hub" system as an excuse for their apparent incompetence, displaying discriminatory behavior towards patients with disabilities, and showing complete indifference to patients' mental health and critical medical notes that should not require repeated explanation during each interaction. Today perfectly illustrates the fundamental problem. I was dismissed, condescendingly addressed as "lovely" repeatedly, and had my call abruptly ended — yet within minutes, NHS 111 managed to book a same-day telephone appointment with my GP after a brief 3.5-minute assessment, requiring only three questions to determine I need urgent care within three days. This starkly exposes the practice's profound failure in managing patient care access. I am convinced there are systemic issues with how this surgery operates. I am now preparing a comprehensive report with an independent journalist, a recognized auditor, local community groups, and local media to expose these critical shortcomings. This extends far beyond my personal experience. How many other patients are being systematically denied essential healthcare? Patients are entitled to transparency, accountability, and explanations for services we collectively fund. Your attempts to suppress my criticism will not invalidate my legitimate concerns. I genuinely attempted to resolve these issues privately and constructively. Instead, I was treated disrespectfully, my calls were terminated, leaving me no alternative but to speak out publicly.

Terrible healthcare experience at local medical center

Appalling customer care at the reception area, they declined to process my medication refill even with explicit endorsement from my general practitioner and the surgery's own pharmacist. Apparently, I'm expected to endure a potential wait of up to three days without my critical medication.

Frustrating healthcare experience with unhelpful doctors

Over the past four months, I've been struggling with my health and unable to receive proper medical care from my general practitioners. Scheduling an appointment, whether in-person or by phone, has been incredibly challenging. I've spent entire days waiting for a callback, only to be left hanging with no communication. The prolonged waiting and lack of resolution have been incredibly frustrating and disheartening.

Terrible service from rude and incompetent receptionist

08/08 Extremely discourteous receptionist!! While the elderly Caucasian staff member attempted to assist, the Asian employee was incredibly rude and dismissive! I arrived at 6:20 to collect a prescription, and she claimed the prescription box was already stored away. The surgery closes at 6:30🙄. I submitted the request via e-consult and received no text or update. I wasted over 45 minutes on the phone after being on hold for five days, only to be told it was issued. They failed to inform me it was sent to the Lister pharmacy. I might forgive the communication error, but the receptionist's attitude is unacceptable! She should consider finding alternative employment if she's so irritated. People have challenging days too. A little kindness goes a long way! Her unpleasant demeanor is matched by her unattractive disposition! 11/08 I drove to Lister Pharmacy, and my prescription was not there. Returning to the surgery, the same Asian British receptionist checked and casually mentioned it was sent to Paddox Pharmacy!!! No apology, just complete dismissal! Utterly incompetent and discourteous. She is absolutely unsuitable for her role. One can't help but wonder if they deliberately extend wait times with such an unhelpful individual handling phone inquiries!

Exceptional healthcare with compassionate and professional staff

I genuinely have no criticisms of this medical practice. After relocating, I was initially hesitant due to previous reviews, but I'm genuinely delighted with the care I've received since transferring. Dr Malhotra was exceptional and incredibly supportive during my consultation. When I had a blood test, I was apprehensive, but the nurse was wonderfully kind, skillfully distracting me throughout the procedure, which was completed swiftly and professionally. Additionally, I overheard a receptionist managing a seemingly frustrated patient with remarkable composure, consistently offering assistance and maintaining a calm demeanor. Compared to my previous healthcare provider, this has been a significantly superior experience overall.

Unhelpful and dismissive mental health consultation

AVOID THIS CLINIC FOR MENTAL HEALTH SUPPORT. The physician bluntly declared they don't believe in diagnostic labels, repeatedly emphasizing they were sharing a 'personal opinion' rather than professional medical advice. Their approach was essentially 'life is tough, just deal with it'. They suggested that without personality differences, the world would lack diversity. No effort was made to listen to my symptoms; instead, they claimed that my self-awareness in seeking help meant I was already managing. Because of a decade-old mental health diagnosis, they assumed I must have developed coping mechanisms. Despite my attempts to understand potential treatment options, I was met with a vacant expression and zero empathy. I'm genuinely concerned for individuals in serious distress who might receive such a dismissive response. This wasn't my regular doctor, but an out-of-hours clinic that I foolishly ignored the poor online reviews for.

Terrible healthcare experience for my suffering dad

What a total disaster at this medical practice. They called about my aging father who's suffering, only to be told triage would handle it and it would take two days - completely unacceptable. I'm incredibly thankful my doctors in Manchester don't run such a terrible system. The dismissive, rude receptionist just added to the awful overall experience, making the whole service utterly terrible.

Terrible medical service with zero communication

Lack of communication and prolonged waiting... No acknowledgment of my inquiry. Complete silence. Impossible to schedule a medical consultation for an extended period.

Terrible service and zero compassion for patients

Attempted to schedule an appointment via telephone, only to be abruptly instructed to use their online booking system. When trying to book online, I was informed they would respond by Monday at the latest (this was after a Friday morning 8 am request for pain relief). I visited their location in person to seek assistance, and was curtly told no staff were available to see patients for the remainder of the day, and was redirected to Saint Cross. The staff were discourteous, and their entire operational approach seems fundamentally broken.

Terrible service and endless wait at gp clinic

Spent nearly an hour waiting just to check in at reception. Steer clear of this medical practice.

Efficient online booking saves time and stress

I've had excellent interactions since they transitioned to online booking. It took some time to adapt, but now I can schedule appointments without enduring lengthy phone wait times. The general practitioners have been outstanding, highly attentive, and I encourage them to maintain this high standard of service 👍

Bureaucratic nightmare leaves patient completely frustrated

What an absolute disaster. Initially, there's an online form. You complete it, only to be informed they can't assist and you must telephone to schedule an appointment. So, I ring and endure a 50-minute wait—despite being caller number 2—just to be berated by the receptionist for not understanding that appointments require online booking. She then abruptly terminated the call without providing any guidance. So, which approach is correct? Both the phone line and website explicitly state appointments can be arranged online or via telephone. There's even a specific menu option dedicated to booking appointments. Why would such an option exist if it's not actually usable? Following that bizarre interaction, I attempted to book an appointment in person—only to be handed a printed version of the same online form. The absurdity is truly unbelievable. Eventually, I secured an appointment… weeks later. I then endured an additional 30-minute wait beyond the scheduled time, ultimately discovering the entire visit was completely pointless. I've encountered numerous articles discussing the NHS's systemic challenges, but this personal experience spoke volumes more powerfully than any written account.

Terrible service and impossible to book appointment

Completely worthless service, I've been attempting to schedule an appointment for more than a fortnight, but it seems utterly impossible. I've submitted numerous e-consult forms, yet I constantly receive text messages claiming they've tried contacting me without success. This is an outright fabrication, absolutely no one has ever attempted to reach me, despite receiving these messages. The receptionists are perpetually "swamped" to the point where they can't even make eye contact while speaking, and they never answer the phone. I've had to visit their office multiple times to demand explanations about why I'm not being called and why I'm receiving these misleading messages. I see no alternative but to go to the Coventry ER with my medical issue, as they are completely unwilling to see me, and I'm extremely worried about my current health condition.

Fantastic medical center exceeds all my expectations

Referred by my primary care physician for a Saturday consultation, I approached the clinic with skepticism after reading previous online feedback. To my relief, the experience was entirely positive. The waiting area was spacious and immaculately maintained, the front desk staff was friendly and welcoming, and the physician I consulted was exceptionally personable. Every aspect of my visit met and exceeded my expectations, leaving me with no criticisms to offer.

Terrible service and uncaring medical staff nightmare

The staff here are incredibly unhelpful and unprofessional. I contacted them seeking a straightforward GP summary for legal purposes, and they refused to email it, despite my previous history of receiving documents electronically. When I explained that my mental health challenges make visiting the surgery difficult, they responded with sarcasm, insisting I had no alternative. I've sent professional emails about my diagnosis weeks ago, which have been completely ignored, and my repeated email requests for a basic GP summary have gone unanswered. After waiting weeks to secure a mental health appointment, the doctor was dismissive of my current concerns, disregarded my new symptoms, and simply prescribed medication based on an outdated 2022 diagnosis, showing a complete lack of understanding or care for my current medical situation.

Terrible service that failed my special needs family

Terrible, condescending, and uninformed front desk staff. Mistake upon mistake upon mistake. Steer clear, particularly if you have children with special requirements.

Frustrating and unhelpful medical experience from start

I've been struggling for weeks to secure a consultation, and it seems completely unattainable. The front desk staff are downright discourteous and make you feel terrible for simply attempting to schedule a visit. Even when you finally succeed in booking an appointment, they rush you through the process and essentially provide a hasty diagnosis based on a quick assumption, without conducting any diagnostic tests.

Terrible service that will drive you crazy

Absolutely dreadful service. Resolving any issue seems impossible. Their communication is non-existent - phone calls go unanswered, and wait times stretch beyond a fortnight. Completely unhelpful! Getting an actual appointment is challenging, and even when you do, they typically mishandle everything and dismiss you without resolution. Strongly advise avoiding this company entirely…

Terrible medical care left me suffering and frustrated

For a month, I was prescribed solely paracetamol to treat a lung infection, with no antibiotics or diagnostic tests whatsoever. After an extensive discussion this morning, my GP finally referred me for a blood test, but the earliest available appointment is not for another month. The doctor essentially did nothing to address my condition. I continue to experience severe chest pain, persistent coughing, and fluctuating body temperature. During the consultation, the physician didn't even bother to check my temperature or examine my lungs, and on the sick note, he merely wrote "slight cough." As a result, I have now decided to file an official complaint against both the GP and the doctor.

Nightmare medical practice with terrible patient care

Steer clear at all costs!!! Absolutely the worst general practice in Rugby, getting an appointment is nearly impossible and requires constant pleading. It took them two weeks and three A&E visits before I finally received antibiotics and other medication - medication that could have been prescribed immediately and prevented my hospital trips. Phone wait times are at least 45 minutes, only to be told to submit an online form which rarely results in an actual appointment. The reception staff are incredibly discourteous and unprofessional, with a convenient strategy of deflecting responsibility by claiming "people upstairs" manage appointments. Despite experiencing severe chest pain and breathing difficulties, their triage system apparently prioritizes a child's common cold over genuine medical emergencies 😂 This healthcare practice is completely ridiculous and deserves to be shut down! Anyone with sense should seek medical care elsewhere to avoid this absolute nightmare.