Brownsover Medical Centre

Frustrating phone service needs serious improvement now

Recently, I've noticed a significant enhancement in their call responsiveness and appointment scheduling, which is fantastic. Please continue this positive trend! However, attempting to reach the surgery remains incredibly challenging. Even after enduring a lengthy wait of almost an hour, you're often left without an appointment, regardless of the time of day. Additionally, call disconnections are frustratingly frequent. The service has deteriorated substantially since I first became a patient, to the point where I now routinely resort to calling 111 for emergency appointments.

Terrible service and endless waiting time

Completely worthless! I attempted to seek guidance and schedule a consultation, but after enduring a 35-minute wait on hold, I was simply directed to consult the pharmacist without securing any appointment... and their online booking system has been "temporarily unavailable" for at least two years now.

Terrible service impossible to get medical help

Securing an appointment here is virtually impossible. Their booking system is limited to same-day slots, requiring patients to queue precisely at 8am. I've spent five consecutive days attempting to book. Despite receiving a link, no appointments were available, causing it to expire over the weekend. Now I'm being instructed to re-upload my already doctor-reviewed query just to try again. This occurs despite the 111 call centre emphasizing five days ago that my condition required urgent attention within an hour, recommending an emergency appointment. The practice's sole response was "we can't give out appointments we don't have". The 111 service seems completely pointless. Today, Rianne at reception was exceptionally unhelpful and condescending, insisting my phone is malfunctioning and preventing link receipt, despite successful links last week. As a medical professional myself, I find this patient treatment unacceptable. Why maintain a pandemic-era booking system that reduces patients to mere numbers with an impossibly narrow daily booking window? This morning, I endured a 30-minute hold before being disconnected. I'm suffering intense pain from nerve root compression and am approaching the end of my A+E prescribed medication.

Great service at my local pharmacy

No problems encountered. Welcoming staff. Consistently accommodating. Responsive to representative and prescription inquiries when appropriate. I believe some individuals simply enjoy complaining. They have the option to seek alternatives if unsatisfied!

Rude receptionist ruined our entire healthcare experience

The elderly receptionist was incredibly rude to my companion, who had clearly communicated her mask exemption, yet she persisted in harassing her and then dramatically claimed she was being embarrassed in public. The staff's behavior was completely unacceptable and demonstrates a severe lack of compassion. Healthcare workers should prioritize making patients feel comfortable and respected, not intimidated. This level of unprofessionalism is appalling and would definitely discourage anyone from wanting to return to this facility.

Terrible customer service at this unprofessional clinic

I was frustrated by their vague telephone scheduling approach. A voicemail mysteriously appeared without any prior missed call notification, claiming multiple attempted contact attempts. When I reached out to the clinic, they informed me I'd need to reschedule for the following Tuesday - which was four days away, spanning a holiday weekend! I requested they simply relay a message to the doctor that I was awaiting her call, but the receptionist curtly refused my request.

Incredible surgeon transformed my life forever

Exceptional procedure! Absolutely the most outstanding medical intervention I've ever undergone.

Compassionate care from an amazing medical team

Absolutely fantastic medical professionals Exceptional communication and incredibly supportive, kind personnel Wholeheartedly endorse this practice ♥️

Terrible doctors who don't listen or care

These doctors are completely dismissive of my medical needs, treating me disrespectfully. I'm definitely planning to return to my previous healthcare providers because these current physicians seem totally oblivious to my personal health situation.

Compassionate care at last for this patient

I've recently switched to Brownsover Medical Centre, and it's truly refreshing to be treated with respect and actually listened to. After enduring countless years of discourteous treatment from our previous GP's front desk staff, my interaction with the receptionists here was a welcome change that made me realize there are still compassionate professionals who understand customer service. The doctors are equally considerate. My sincere appreciation goes out to the entire team.

Caring doctors and friendly staff make practice shine

Despite the typical morning wait times common to most medical practices, I find this surgery to be excellent. The physicians I've encountered have been attentive, carefully listening to my concerns and making genuine efforts to provide the best possible support. Additionally, there's a gentleman at the reception desk who is consistently friendly and incredibly accommodating.

Decent service with minor telephone booking hiccup

Satisfactory experience overall, with the sole downside being the shift to phone-based scheduling instead of the previous personalized booking method that existed prior to the pandemic.

Terrible service and impossible to book appointment

Endless phone calls with zero response. Consistently booked up with no available slots. Completely ineffective medical practice.

Terrible healthcare service that leaves patients feeling abandoned

Incompetent front desk staff and medical professionals. I'm constantly left feeling frustrated and powerless when seeking assistance. If I have multiple health concerns, I'm forced to schedule separate appointments (assuming I can even book one or they actually respond to my calls). I'm increasingly questioning the value of my NHS contributions. At this point, I'd prefer to pay privately for healthcare where I might actually receive some genuine care and attention.

Compassionate care at local health clinic

Welcoming healthcare facility with helpful and approachable personnel at the National Health Service location.

Terrible medical practice with unhelpful staff

Steer clear! The reception team is appallingly incompetent and unhelpful (with the sole exception of one male staff member who displays genuine empathy and assistance). A critical problem is that even if you manage to bypass the gatekeepers and secure a GP appointment, you'll likely be assigned a temporary doctor unfamiliar with your medical history who does the bare minimum in terms of investigation. Subsequent visits mean starting over completely with another temporary physician who is either unaware of or indifferent to your medical needs. Additionally, despite my attempts to remain objective, I couldn't shake the feeling that my immigrant background and non-native English speaking status negatively impacted my interactions with the practice staff.

Worst medical experience ever terrible service

Completely unacceptable! Steer clear of this place. If you don't call precisely at 8am sharp, securing an appointment becomes impossible. The personnel are discourteous and entirely unhelpful. Should you endure an hour-long wait and finally reach reception, there's an equal likelihood their telecommunications system will fail and abruptly terminate your call. Even if you manage to consult a physician, you'll be assigned a random doctor with zero familiarity with your medical history - requesting continuity of care is futile. I've consulted four separate medical professionals regarding the identical health concern, and each has provided a contradictory diagnosis. Not a single one has accurately identified my condition.

Terrible customer service wasted my entire morning

Stuck in phone queue limbo for more than 60 minutes! Is this seriously how customer service operates? Absolutely zero effort to answer or engage with customers.

Amazing healthcare service in rugby town

I find myself skeptical of certain critical comments, and based on my own firsthand account as a long-time London resident before relocating to Rugby, this medical practice stands out as arguably the finest healthcare service I've encountered, with exceptional support from both administrative staff and physicians, especially Dr Adeyanju and Dr Iles.

Terrible experience with horrible customer support

Extremely let down by the service quality.