Bryntirion Surgery

Reception dismissed my chest concern too quickly

I had a very disappointing experience when I visited to book an appointment regarding a health concern. The receptionist dismissed my worry and suggested it wasn't serious based on how long the issue had been present. I felt my concerns were not taken seriously and was turned away without proper assistance. I was extremely unhappy with how I was treated at this surgery.

Phone queues make booking nearly impossible

Extremely disappointing experience. It is very difficult to secure an appointment, and when you do manage to reach someone by phone, there are frequent technical issues with the call quality and connection stability, resulting in dropped calls. This forces you back into the queue, and by the time you reconnect, all available slots have been taken. It appears more effective to visit in person and wait for the practice to open in the morning.

Long phone queues make appointments impossible

Why is it that whenever I ring, I seem to be far back in the queue? Whether I call early in the morning or later in the afternoon, the situation remains unchanged. The phones are difficult to get through on, and even when someone does answer, there's a considerable wait before an appointment becomes available. I appreciate the NHS, but this particular surgery could really benefit from some significant improvements to how they manage their phone system and appointment scheduling.

Reception staff could be more polite

I work in customer service and with the exception of one visit where the receptionist was exceptionally helpful, I have found the reception staff to be quite unwelcoming on other occasions. I have felt uncomfortable during my visits due to the manner in which I was addressed, particularly given that there were other patients present. I would appreciate a greater emphasis on courtesy and professionalism at the front desk, as I believe this would significantly improve the patient experience.

Receptionists give conflicting information on phone calls

The reception team seems inconsistent, with varying information provided and calls being disconnected during wait times. While some clinical staff members are supportive, others appear less approachable and seem to expect patients to identify their own health concerns. The approach of asking what patients believe might be wrong feels unhelpful. There have been instances where the same condition was identified on separate occasions, suggesting medical records may not have been thoroughly reviewed beforehand. Overall, the experience has been frustrating enough to warrant significant complaint.

Couldn't get through on the phone

I found the experience to be disappointing and not what I had hoped for.

Long phone queues make booking difficult

Attempted to book a routine appointment on three separate occasions over the course of a week. On the third attempt, I was sixth in the queue, which seemed promising. However, after waiting fifty-four minutes on hold, I was informed that the appointment would need to be rescheduled and that I would need to attend a different practice instead. This experience has left me concerned about what would happen if I ever needed urgent medical attention. Unfortunately, this appears to be an ongoing issue that has persisted for quite some time.

Terrible service and unhelpful receptionist nightmare

The receptionist's demeanor was incredibly off-putting. I endured a 45-minute hold only to have a brief 30-second conversation. She showed zero concern about the lack of available appointments and casually suggested calling back in the morning—completely impractical for someone with a job! After waiting an entire week because their schedule was completely booked, I was simply told to try again tomorrow. Absolutely pointless and frustrating.

Frustrating wait times for medical care

Scheduling a consultation here is incredibly challenging and frustrating.

Worst customer support ever

I'll have passed away before they manage to respond

Terrible service and zero customer care

Absolutely worthless service, completely disregards customer concerns, hurries through consultations, stay far away from this place!!

Terrible service and endless phone queue frustrations

The administrative and service aspects are thoroughly disappointing. Their web contact methods and online forms are essentially useless, as they're never actually processed. Phone wait times consistently stretch to nearly an hour. If you have alternative transportation options that allow you to seek medical care elsewhere, I strongly suggest exploring those. Update - I've reduced my rating further - today I endured a 45-minute phone queue only to be abruptly disconnected, which forced me back to the start of the line. Pro tip: unless you're calling precisely at 8am, don't even attempt to book, as all appointments will already be allocated. Another update: I had a scheduled nurse appointment but lost track of the timing. When I called to confirm details, I was informed no record of my booking existed. Frustrating. There's also a possibility the appointment was cancelled due to staff absence, but no one bothered to notify me. Their organizational approach seems completely chaotic and unprofessional.

Terrible service and unprofessional medical staff

The front desk staff displayed a complete lack of customer service, making patients feel unwelcome and insignificant when trying to schedule a visit. The clinic's patient load clearly exceeds their current capacity, with wait times stretching to two weeks and a queue position of 19th being utterly unacceptable. They desperately need to expand their staff, both in medical professionals and administrative personnel, to handle the volume of patients. Having people wait outside in inclement weather early in the morning just to book an appointment is completely unprofessional and inadequate.

Terrible service and staff at this medical practice

This medical practice is terrible. Certain front desk staff display an appalling attitude towards patients, seeming completely indifferent and solely focused on collecting a paycheck. The doctors are equally ineffective, and I'm planning to transfer my medical care to a different facility as soon as possible.

Terrible medical practice with zero patient care

STEER CLEAR OF THIS MEDICAL PRACTICE ABSOLUTELY! Hands down the most disastrous surgical experience in south wales. The front desk staff are incredibly discourteous and display zero interest in providing assistance. Telephone waiting times are an absurd three hours, and patients are routinely disconnected mid-call. Prescription refill requests are a nightmare - submit them a week before your current medication expires, and you'll be criticized for being too late; try to request them earlier, and you'll be told it's too soon. An utterly frustrating and incompetent healthcare provider.

Terrible service and impossible to schedule appointment

Absolutely frustrated! If I could rate lower than zero, I would. This medical practice is a complete nightmare. I've been attempting to schedule an appointment for weeks, and the staff's indifference is appalling. Their lack of responsiveness is beyond unacceptable—it's downright disgraceful!

Stressful time made worse.

I was taken into the grange on Sunday 5 th April after visit out of hours in Ystrad. I had been really ill for days. They sent me straight to the Grange where I was admitted. Was there until Wednesday. I spent a night in a chair before I had a bed not the hospital fault I know. Results sent to my Gp and told a follow up with the renal team would be arranged still waiting for the appointment .This was a scarey episode. Then Wednesday 16 th brought a water sample to gp as I was suffering with problems and was told had a nasty infection as it was a bank holiday the surgery would be shut until Tuesday was given an antibiotic the doctor said to take the full 7 days days which I finished this morning. Was told to contact 111 if symptoms got worse and they would have the result on the system to check if I needed different medication. Doctor was lovely . I heard nothing Tuesday so assumed all was ok. This afternoon someone phoned from the surgery and said the sample had been messed up at the lab could I bring another sample over. I did within the hour. The receptionist gave me a tube no thicker than a pencil asked for cup /jug had nothing to help me . Managed to do the sample filled in the form except doctor who requested name as didn’t know. I then asked could someone phone me to discuss the results was told you can see we are up against it .not a helpful reply at all. Told to phone on Friday . As we all know the wait on the phones are unbelievable . I feel that asking for a call after this error had occurred a week ago with no contact before was a fair thing to do. It’s been a terrible few weeks much worry and stress and I am still anxious about the follow up . I don’t know if I have more problems. I HOPE the sample does get sent and a result comes back that’s alright. The way the people in front of me in the queue were all treated then this with myself should be addressed. The receptionist was out of her depth and over whelmed . People are worse than me in many cases and this sort of attention isn’t helpful .

Terrible healthcare service destroying patient wellbeing

Appalling!!!! 😡 A textbook instance of an NHS breakdown. This surgery requires a complete overhaul - eliminating all existing policies, procedures, and personnel, then reconstructing from scratch. The Health Board must urgently intervene and implement radical improvements. It's evident from numerous negative reviews that this practice has been chronically mismanaged, causing immense patient suffering. 🤨 Today's explanation ( following yet another series of problems ) was that 'they are critically understaffed but receiving Health Board support for improvements'...... Hmmmm 🤔 * Absurdly long wait times to reach anyone, stretching 1 - 2 hours 😤 * Prescription renewals for urgent medications taking weeks ( even when submitted within specified timeframes: insufficient doctors to authorize prescriptions! 🥱 * Call at 8.00am attempting to secure a routine appointment two weeks ahead. BUT be prepared to endure a 2-hour waiting period, only to be told NO appointment exists, and instructed to retry the next day ( excluding Fri and Mon )😫 * Routine appointments exclusively bookable on Tues, Wed, Thurs. ABSOLUTE NIGHTMARE 😱

Terrible medical practice with zero customer service

My legal representative has been attempting to obtain my medical documentation for three weeks, and they remain unresponsive via phone or email. This isn't a COVID-related issue; they were inefficient even before the pandemic. I just received a text appointment notification stating to call the surgery if unable to attend. Upon trying to cancel, I found myself 18th in the queue. Today's date is 16/04/2025, and their service is utterly incompetent.

Terrible service and complete healthcare disappointment

After struggling to connect, they abruptly terminate the call. The front desk personnel display a dismissive attitude. Scheduling slots are perpetually unavailable. Their conduct demonstrates a complete disregard for patient care and medical needs.