Bryntirion Surgery

Pointless survey that misses the real issues

Presented with a survey to complete, I found the questions utterly ridiculous. Notably, questions 15, 16, and 17 were identical. The survey completely sidestepped the widespread issues of poor communication that this medical facility has become notorious for. It's abundantly clear they're attempting to self-congratulate by strategically dodging the numerous complaints they've been accumulating. An absolute squandering of time and effort.

Terrible customer service wastes precious time

Utterly appalling Waited in queue at position 42 for a grueling 2 hours, and the moment a representative finally answered, they immediately terminated the call after my lengthy wait - all while I was trying to resolve an issue for my 10-year-old child. Disgraceful. Their customer service desperately needs more staff to handle phone inquiries.

Disappointing decline from once great medical service

It's transformed from the top-notch surgical facility in Bargoed to the absolute bottom of the barrel after new management took control.

Unprofessional doctor dismisses patient's long-term medical needs

I received a callback from my GP, who displayed an incredibly unprofessional and disrespectful attitude. I simply requested a repeat prescription for medication I've been consistently taking for over 12 years to manage a degenerative condition. When I inquired about the possibility, the GP accused me of attempting to manipulate them and flatly refused to issue the prescription. I then asked about another medication I had been taking for approximately two years, and was met with the same hostile response. The GP abruptly declared, "I won't issue this, there is nothing more to say," and then hung up on me forcefully. If Bryntirion surgery has any sense of professional ethics, they would thoroughly investigate this incident by reviewing the recorded call, which clearly demonstrates the GP's unacceptable behavior. Such a healthcare professional is fundamentally unfit to practice medicine and should be stripped of their medical license.

Worst medical experience ever frustrating and unprofessional

An utterly disastrous medical practice with horrendous communication. The phone system is a nightmare - you're stuck waiting endlessly, only to be abruptly disconnected when a call finally goes through. Even worse, when you actually reach someone, you're informed that no appointments are available and are redirected to call at different times. If you try calling early, they dismiss you and say to call after noon because morning slots are full. To top it off, the front desk staff are incredibly discourteous and unhelpful.

Incompetent surgery left me without critical medication

This rating is overly generous. I'm currently without my essential medication, and they assured me they would reach out, even advising against contacting emergency services. I'm utterly devastated, and this medical procedure has completely destroyed my well-being.

Heartless doctor failed my dying mother completely

Three weeks have passed since my mother's passing, and the day before her death, she urgently needed medical attention. However, the doctor callously claimed to be too occupied and declined to examine her. I am utterly relieved that I no longer have any connection to this medical practice, as their treatment of my mother was absolutely reprehensible. That physician should be deeply ashamed of her heartless conduct. As if the previous negligence wasn't insulting enough, a letter arrived this week requesting my deceased mother to schedule a routine appointment! The complete lack of empathy and professionalism is truly shocking.

Dangerous medical neglect at this clinic

I was hopeful that their takeover would bring improvements, but I couldn't have been more mistaken. The situation has deteriorated to the point of medical negligence, which is absolutely unacceptable. Two weeks ago, I attempted to request a repeat prescription, enduring a lengthy hour-long wait only to be told to call back on Monday at 8. When I did so, they promised the doctor would process it the next day. Optimistically, I went to collect the prescription on Thursday, but it was nowhere to be found. Another prolonged phone call ended with the line disconnecting for the night. The following day, they "printed" a prescription, which we waited to have signed. Upon returning home, I discovered it was completely incorrect. Calling again the next Monday, I spoke with the same unhelpful receptionist who was uncertain about the previous issues. She scheduled a pointless phone appointment with a doctor. The physician eventually processed the prescription, but when we went to collect it, it was STILL not available. The receptionist was clueless about its whereabouts and promised the doctor would handle it again. While the doctors themselves are competent during consultations, their administrative processes are dangerously inefficient and could potentially harm patients. This prescription is critically important for my disabled 12-year-old son! Their online appointment system is equally frustrating. I submitted a nurse appointment request over a month ago, only to be told they only contact patients when space is available - which, essentially, means never. Leaving my previous medical practice for this one was undoubtedly the worst decision I've made!!!!

Terrible service and unhelpful medical staff nightmare

Completely ineffective front desk personnel... they instruct you to complete registration paperwork, but then when you submit the forms, they suddenly demand additional documentation. I genuinely despise this medical practice with every fiber of my being. If relocation were an option, we would leave in a heartbeat. I'll do absolutely anything to steer clear of this place!!!!!

Deaf patient failed by insensitive and unhelpful gp practice

Complete mockery of a medical consultation. As someone employed away from my home in Northern England, I arrived early for a re-evaluation, only to be informed I'd receive a telephone consultation. Despite being profoundly deaf with significant phone communication challenges, they attempted to contact me twice from a private number my phone settings automatically block. Upon returning, I was falsely told the phone was engaged during their attempted calls, which was untrue. When I explained my need to return to work in the North West and the inconvenience this caused, the staff demonstrated absolute indifference and unhelpfulness. Their dismissive approach and lack of consideration have convinced me it's time to seek medical care from a different general practitioner.

Terrible customer service and endless phone waiting

Absolutely abysmal customer service! I've been stuck on hold for almost two hours, only to be informed that no appointments are available today, despite my critical condition. My throat is so severely swollen that breathing has become extremely difficult. The way I've been treated is completely unacceptable and utterly disgraceful!

Rude receptionists ruined my healthcare experience

The front desk staff should focus on their core responsibilities and stop attempting to diagnose patients. They have basic educational qualifications, not medical expertise. Complete disorganization.

Impossible to schedule a doctor's appointment here

Booking a consultation at this clinic has become nearly impossible. I've been attempting to schedule a standard check-up for months, and there are consistently zero time slots open regardless of when I ring up and hold on the line. My odds of securing an appointment seem slimmer than winning the jackpot. The medical staff and front desk personnel are absolutely wonderful, but the scarcity of available appointments continues to deteriorate month after month.

Amazing healthcare team with compassionate service

I've noticed quite a bit of criticism surrounding this medical practice, but I must share a completely positive experience. I've consistently managed to connect with staff, and while there are occasional waiting times, I fully appreciate the challenges they face. With hundreds of patients daily and limited personnel, delays are understandable. The receptionists have always been courteous and supportive, and every medical professional I've encountered has been compassionate and attentive. Compared to two previous practices I've used before moving here, this surgery is undoubtedly the best. Working in healthcare amid constant budget constraints is incredibly challenging, and I believe people often forget this is a free service. Managing thousands of patients and handling appointment requests—some of which might be unnecessary—naturally impacts response and scheduling times. I wanted to express my sincere gratitude for everything you do. You've consistently been exceptional in treating both myself and my children. We deeply appreciate your tremendous hard work x

Worst customer service ever experienced

Absolutely dreadful experience, both through phone communication and face-to-face interactions.

Terrible customer service that left me frustrated

The service was absolutely terrible from start to finish. Immediate action is urgently required to address these significant shortcomings.

Heartless clinic ignored my daughter's urgent pain

I was appalled when the medical facility refused to see my 11-year-old daughter, who was struggling with breathing-related chest discomfort, stating they had no available appointments or emergency openings. Ironically, the waiting room was devoid of patients. Fortunately, we sought care at Prince Charles Hospital, where the medical team was exceptional, and ultimately diagnosed her condition as a simple muscle strain. Their initial refusal to treat a distressed child was unacceptable and deeply frustrating.

Horrible customer service ruined my entire day

Spent an eternity waiting on hold, only to discover all available slots had vanished. This practice is absolutely terrible, and I'm definitely seeking medical care elsewhere. Completely unacceptable customer service.

Bad receptionist

Not polite receptionist in morning when I had to queue to book appointment due to hanging on phone 40 mins day before only to be told all appointments had gone, Made appointment went back for appointment 20 minutes early booking machine said I was to early to book in receptionist said that's OK sit down one hours fifteen minutes later people were going to see doctor that I new were behind me in the queue in the morning went to another receptionist and said I been waiting all this time she asked my name and said yes your booked in, ten minutes later I was called in by the doctor, I said are you running late he said no in fact I had only booked in on his fomputor ten minutes ago. The receptionist had not marked me down has being there and the second receptionist covered gor her by just saying yes your booked when it was only then I was booked in all together I was there over one and hafe hours due to the receptionist. This is not the girst time either

Worst customer service ever, absolutely unacceptable

Wasted nearly two hours waiting on hold, only to have the receptionist abruptly end the call due to a slightly unstable phone connection. Now I'm left hoping for the home visit we were assured would happen before the weekend, all while my 93-year-old patient continues to suffer in discomfort.