Charlotte Keel Medical Practice

Frustrating GP practice with long queues

Some decent doctors, but like many practices, a few seem solely motivated by money. Extremely long waits at reception, often with just one staff member. The receptionists can be pleasant, but a couple are discourteous. I noticed this practice was recently ranked among Bristol's 5 worst! Finding good GP services is challenging, so patients often tolerate subpar treatment. I was sent a text appointment, took a taxi despite having Long Covid and knee problems, only to discover it was an error! When I politely explained the wasted time and expense, Mr Tolpudd became aggressive and stormed off, acting as if I was at fault. He's a paramedic doing GP work - like several others who aren't true GPs. One doctor who was previously kind suddenly became hostile without reason, which was particularly unacceptable during a phone consultation about a serious issue. What an entitled group they are - no home visits, mostly part-time work, high salaries yet constant complaints. They seem to view patients as inconveniences, and the receptionists are equally dismissive.

Frustrating NHS Appointment Mess in Bristol

I've experienced immense frustration attempting to secure a medical consultation over the past week. Even though 111 indicated I required immediate attention and scheduled an appointment, I subsequently received a message from a supposed 'specialist' advising me not to attend. What kind of specialist are they exactly? I'd consider changing practices, but local reviews suggest all Bristol medical centers are equally problematic. On the infrequent occasions I'm actually permitted to see a doctor, I've consistently had positive interactions. I understand the NHS is under significant strain, which is precisely why I waited four days before seeking assistance and refused to accept an additional five-day delay for a telephone consultation when 111 was emphasizing the urgent need for an in-person examination.

Quick callback for my chest cough

I relocated from Montpelier despite its proximity because securing an online consultation after 8:05 AM seemed impossible. I submitted an e-consult around 8:30 for Charlotte Keel, and remarkably, a physician contacted me before 11 to schedule a same-day appointment for my persistent chest cough. My initial impressions are quite positive.

Long Wait and Rude Staff Member Hayley

Every time I call, I'm stuck waiting for at least half an hour on hold. When I finally got through, I encountered Hayley, a staff member who was incredibly discourteous and unhelpful. Her dismissive attitude was appalling. This isn't my first negative experience with her. I'm now preparing to file an official complaint. Patients reach out because they're experiencing health issues, and they shouldn't be subjected to such treatment. Hayley clearly requires some basic training in customer service and professional communication, especially in a healthcare environment.

Quick and Helpful Medical Care

Scheduling appointments online is a breeze. The nursing staff is friendly and professional, always taking the time to provide clear explanations and making me feel heard during my visits.

Frustrating wait times at this clinic

Scheduling a consultation here is incredibly challenging and frustrating.

Doctors Were Great, But Paperwork Was a Mess

Skilled medical professionals, but disorganized administrative staff

Long Wait, Caring Staff at Local Healthcare Centre

The personnel are fantastic, but it's evident that this medical facility lacks the necessary financial resources to adequately serve the community. Patients face unreasonably long wait periods, and communication is challenging, with phone lines being unresponsive and scheduling an in-person consultation proving to be a significant hurdle. It appears the centre is critically short-staffed. I sincerely hope improvements are implemented soon. Despite the challenges, heartfelt appreciation goes out to the NHS staff for their unwavering dedication and commitment.

Endless Wait for a Simple Phone Call

Scheduling a consultation at Charlotte Keel is utterly ridiculous. I received a text on 6.6.25 stating, "After reviewing your case notes, the GP recommends a routine telephone consultation. However, we are completely out of available slots and will place you on a waiting list. We'll contact you with a date and time when new appointments become available. Thanks." When I called today on 18.6.25, I was informed I'd need to wait 3 weeks just to be offered an appointment - 3 weeks to get a mere phone consultation?! I've been a patient at Charlotte Keel since birth, and while the nursing staff are excellent and some doctors are decent, you're generally made to feel unheard and dismissed. It's truly appalling that you must endure a 3-week wait before even being assigned a phone call appointment!

Worried at First, Now Relieved and Happy

I've been incredibly satisfied with this surgical practice. They genuinely go above and beyond and have provided exceptional care. Initially, I was extremely anxious about choosing them due to the terrible online feedback, but both my partner and I have been thoroughly delighted with the treatment we've received.

Worst Service I've Ever Experienced

An absolute waste of time and effort from start to finish!

Fantastic doctors at Charlotte Keele practice

I've been with this medical practice for a while now, and they've consistently impressed me. Their approach is comprehensive, with doctors who collaborate effectively across departments and always ensure proper follow-up on various medical concerns. The entire staff has been exceptionally supportive and compassionate throughout my interactions. These physicians are truly top-notch - in fact, they're the finest I've encountered in the United Kingdom, and I'm a local. Kudos to Charlotte Keele for maintaining such an outstanding medical team!

Great Customer Service with a Smile

Appreciate Shelly's great service - both humorous and competent

Smooth ride on my morning commute

Fantastic!

Terrible online support and zero follow-up

When reaching out via their online platform regarding a health concern, in the vast majority of cases, your message will be met with total silence, and they'll fail to respond or follow up.

Steroid Inhaler Complicated My Leg Recovery

I went to a medical consultation for my asthma while simultaneously dealing with a fractured leg and relying on crutches for mobility. The healthcare provider prescribed a steroid inhaler, recommending I use it twice daily. However, I subsequently discovered that these steroids can actually impede bone regeneration! What's more, during the appointment, the asthma nurse inquired about my leg injury, and the practitioner failed to discuss any potential adverse effects or risks associated with the medication.

Impossible to Reach Receptionists at This Clinic

Utterly appalling customer service and administrative handling from their front desk staff. It's truly disappointing because the physicians themselves have been relatively competent. The whole experience becomes futile when scheduling an appointment is practically unattainable and communicating with the reception staff seems impossible. Multiple times, I've endured lengthy wait times in their phone queue, only to be abruptly disconnected and forced to restart the entire process from the beginning.

Loyal patient after 35 years of care

I've been a patient at Charlotte Keel Medical Practice for over three and a half decades. Throughout this time, I've consistently observed the staff to be highly competent and compassionate. Currently, they are experiencing extraordinary strain and are doing an admirable job of managing patient care strategically. While I've noticed it's become more challenging to secure an appointment, I firmly believe this is due to insufficient government resources, rather than any shortcoming on the part of these committed healthcare professionals.

Quick Emergency Dental Fix with James

Urgent dental visit arranged via 111, but encountered a cash-only payment hiccup upon arrival. The staff hadn't communicated the cash requirement during booking, contrary to what 111 suggested. I had to make a quick trip to an ATM, incurring an annoying £1.75 withdrawal fee. Despite this initial frustration, the actual treatment was excellent. James, the dentist, was remarkably compassionate and thorough, carefully explaining my condition and potential next steps. He prescribed antibiotics and helpfully guided me to the closest pharmacy. The nurse Dot was equally professional and supportive. Overall, the medical care was top-notch, which somewhat offset the initial administrative inconvenience.

Long Wait at Reception Desk

Getting through to them by phone is a nightmare, with wait times exceeding an hour if you're lucky, or the call simply disconnects after what feels like an eternity. Despite having three reception desks, there's typically just a single staff member managing everything. If they could address these staffing and communication issues, this would be an outstanding medical practice.