Brunton Park Health Centre

Really Positive Experience Each Time at this Practice

I’ve had a very positive experience with this GP surgery. The staff are always friendly, helpful, and respectful, whether you’re speaking to reception or seeing a clinician. Appointments are generally well organised, and I’ve found the booking system to be straightforward. The doctors and nurses take the time to listen and explain things clearly, which makes a big difference. I’ve always felt supported and taken seriously during appointments, and the level of care has been consistently high. Thank you to the whole team for your hard work and dedication—it’s very much appreciated.

Reception team made booking really straightforward

The practice provided outstanding care across all departments, including clinical staff and administrative personnel.

Reception staff won't book appointments easily

UPDATE: Approximately 1.5 years on and my experience remains unchanged - the reception team appear indifferent to patient needs, prioritising other matters over appointment availability. I have significant concerns about this practice. The appointment system is problematic. The reception staff seem to act as gatekeepers, declining appointments based on their own judgement about whether they consider them necessary. I have made multiple attempts over several days to secure an appointment, calling at opening time without success. The response has consistently been to suggest trying again the following day. The situation appears to be worsening, with increasing difficulty in accessing appointments. The clinical staff I have encountered have been professional and supportive throughout.

Reception phone manner needs improvement

I am writing on behalf of my partner, who has been a patient at this practice for a considerable period and has consistently had very positive experiences with the clinical staff. Unfortunately, a recent phone call to reception proved to be disappointing. My partner was calling to request access to information from his medical records and was advised to use an online form, which we appreciate is the standard procedure. However, the receptionist's approach came across as somewhat condescending and hurried when we explained that the options being referenced were not appearing on our device screen, as we were accessing the system via a mobile phone rather than a computer. Rather than providing helpful clarification or suggesting alternative approaches, the receptionist repeated the same guidance in a tone that suggested frustration. This was not particularly helpful and raises concerns about how patients who may be less comfortable with technology, or who are older, might experience similar interactions. What was particularly disappointing was an audible comment made by the receptionist as the call concluded, which felt quite unprofessional and inappropriate. This is regrettable, as previous contact with other members of the reception team has been courteous and supportive. It would have been preferable if one of those staff members had been available to take the call.

Online forms reject your request every time

Getting an appointment proves to be quite challenging. The online consultation tool requires 5-10 minutes to complete, yet consistently concludes with a message stating that a safe assessment cannot be made through this digital channel and that direct contact is needed instead. This creates considerable frustration, particularly as the online consultation appears to be the primary method for booking an appointment. The expectation was that the practice would review the submitted form and determine whether an in-person appointment would be warranted. However, this process becomes problematic when the form cannot be finalised and there appears to be no alternative avenue for obtaining medical guidance.

Reception staff were genuinely kind and patient

I have consistently had positive experiences at this practice. The team took my concerns seriously and made a timely referral that led to early detection of a significant health condition. Since beginning treatment, they have remained highly supportive and attentive whenever I have needed assistance with follow-up issues. The reception staff have been particularly kind and patient throughout my visits. All the clinicians I have seen have demonstrated genuine care and professionalism. I am grateful for the dedication shown by everyone at the practice.

Long waits with no appointments available

I have found this practice to be unsatisfactory compared to others I have been registered with. The appointment system appears problematic, with patients arriving early in the morning only to be informed after considerable waiting periods that no slots are actually available that day. When advised to contact the practice the following morning, the number of appointments offered seems very limited. Additionally, the online consultation service appears to have restricted availability. These issues seem to occur regularly rather than being isolated incidents.

Reception staff treated my mum with disrespect

The reception team experience was disappointing. A member of the reception staff was perceived as dismissive and condescending during a phone interaction with a family member who had previously indicated they speak English as an additional language. There were concerns about how the conversation was handled, with the family member feeling they were not given adequate opportunity to communicate. An appointment booking error occurred, and responsibility for the mistake was attributed to the patient rather than being resolved constructively. While the clinical staff are regarded positively and provide good care, the reception experience created a significant contrast. The reception team's approach did not reflect the compassion and understanding expected in a healthcare setting. The overall practice experience was negatively impacted by these interactions at the front desk, despite the quality of care provided by the doctors.

Struggling to book appointments and long phone queues

Difficulty obtaining appointments and extended waiting times when calling the practice.

Long waits and slow prescription processing let me down

To be honest, I don't think this is just an isolated issue with one clinician, but the service felt ineffective. I called on a Friday to arrange an appointment for a medication review and was offered the earliest slot available, which was two weeks away. I explained that my medication supply wouldn't last that long and asked if a prescription could be arranged. I was told that a request would be made for authorisation. When Monday arrived, nothing had been dispensed at the pharmacy. I visited the practice in person and was informed the prescription was still awaiting approval. By Tuesday, the situation hadn't changed. I phoned the practice on multiple occasions and was told each time that it remained pending signature. On my fourth call, a different receptionist mentioned the request had only just been submitted on Monday. This contradicted what I'd been told previously. In the end, I contacted an alternative service who were able to provide the prescription I needed.

Difficult to get appointments when you need them

Absolutely shocking experience at this practice. I had to switch from my previous doctors after relocating to this area. Given my ongoing health complications, I was very disappointed by the stark difference in accessibility—I went from being able to see a GP when needed to facing repeated refusals at this practice. This has resulted in me spending considerable time at walk-in centres and being redirected to other practices, which has ultimately led to hospital admissions. It seems contradictory that despite the practice claiming to be very busy, the waiting room appears consistently empty whenever I pass by.

Hard to book routine appointments but responsive when urgent

Excellent practice overall. While scheduling routine appointments can sometimes be challenging, the team consistently prioritises urgent cases and responds promptly when needed. The clinical staff demonstrate thoroughness in their assessments, and the front desk team are consistently courteous and supportive. Given the pressures the practice operates under, it provides a very good service.

Reception staff offered helpful appointment alternatives

The reception team demonstrated exceptional helpfulness and warmth. Although I initially struggled to secure an appointment slot, the staff showed great flexibility and presented me with multiple alternatives. I opted to use the online consultation service, which I found straightforward and user-friendly. After submitting my details through the form, I received a prompt response and my issues were promptly addressed. The overall service was excellent.

Reception team went above and beyond for me

I cannot adequately express how excellent the service I received recently was. The reception staff deserve special recognition for their creative and helpful approach. The clinician was outstanding. I am very grateful to everyone involved.

Reception made supporting mum from distance easier

I am a family member providing support for my elderly relative's healthcare from afar. The warmth and attentiveness shown by the reception team and clinical staff has been excellent, and I would particularly like to acknowledge the community healthcare worker who has made several visits to my relative. My other family member was also receiving care from this practice during challenging times, and the level of support provided was similarly impressive. Supporting someone's health from a distance presents real challenges, but I have been genuinely grateful for the dedication shown by every member of staff I have interacted with, which has made this possible. Thank you to your caring and professional team.

Reception always got back to me promptly

I cannot praise the entire team highly enough—they have been absolutely wonderful throughout my mother's care. From her initial move to one residential facility and subsequently to another, spanning several years until her recent passing, I have been consistently impressed by their support. As her son and legal representative, I was in regular contact with the practice. My initial interactions were with a senior clinician, whom I spoke with on numerous occasions, along with other medical professionals, administrative staff, and reception team members. Without exception, every member of the team proved invaluable, not only in supporting my mother but also in assisting me with any matters relating to her care. They consistently provided helpful responses and, when immediate answers weren't available, always followed up promptly. This is the finest practice I have had the privilege of working with—truly outstanding in every respect. While my mother's previous doctors were competent, this team operates at a significantly higher level, and considerably surpasses my own experience with healthcare services. The standard of care and professionalism demonstrated here is exemplary and clearly reflects the quality of leadership and values within the organisation. Your contribution to the community and the NHS is genuinely commendable. Thank you all sincerely.

Phone lines constantly busy and appointments unavailable

This practice has not met my expectations as a patient. Obtaining appointments is consistently difficult, and the phone lines are frequently unavailable. I am uncertain about the efficiency of the administrative processes. I am actively considering registering elsewhere.

Website booking system doesn't match reality

The service fell short of expectations. While the team members were pleasant, the unpredictable nature of appointment availability was frustrating. The practice website suggests the option to book appointments ahead of time, but this service does not appear to be available in practice.

Struggling to book an appointment here

It has been difficult for me to secure an appointment at this practice, which is disappointing.

Always helpful when I've needed them

I have consistently found this GP practice to be excellent whenever I have required their services!