Charlotte Keel Medical Practice

Staff Goes Above and Beyond

The employees at this establishment consistently provide exceptional support, and I deeply value their dedication and effort.

Quick and Caring GP Service

My interactions with this practice have consistently been positive. The entire team demonstrates professionalism and compassion. Their online appointment system for non-urgent matters works seamlessly and is incredibly user-friendly. When I've required urgent care, I've always been accommodated and received appropriate subsequent consultations. Obtaining a medical certificate was straightforward and hassle-free. While telephone wait times are typical of GP services, the staff consistently make genuine efforts to provide the most attentive and supportive care possible.

Scheduling Nightmare, Zero Communication

Terrible service through and through. I repeatedly submit appointment requests online, and while the system confirms a slot, no one ever contacts me. This has occurred three separate times, leaving me without the critical medical attention I require for a quarter of a year.

Weird Vibe at the Front Desk

Unusual and uncomfortable interactions with the front desk staff and security personnel. However, the dental reception team was delightful and welcoming.

Impossible to Book an Appointment Here

Always struggling to reach anyone, the staff is minimal and booking an appointment is nearly impossible at this local doctor's surgery You're better off self-medicating with over-the-counter painkillers and crossing your fingers

Endless Wait and Frustrating Customer Service

I've squandered countless hours attempting to get my call answered, and once the waiting time exceeds an hour, the call abruptly disconnects! When I finally reached a staff member, she defended the system, claiming no one has ever complained about this before, despite my personal experience, my family's experiences, my friends' encounters, and numerous online reviews! She insisted the issue isn't with their system but because they have over 20,000 patients. So does that mean if I've been waiting for more than an hour and another patient calls, I get unceremoniously cut off?! The practice partners need to stop being so profit-driven and cease accepting new patients if they can't effectively manage their 20,000+ patient load! I've just uploaded a screenshot proving this GP surgery is still accepting new patients. Seriously?!!

Frustrating delays and unhelpful care coordination

Charlotte Keel Medical Practice falls far short of acceptable healthcare standards. Their e-consult response times are excruciatingly slow, with follow-up appointments taking 1-2 weeks after initial contact. Despite clear NHS guidelines indicating my symptoms require urgent medical attention, the practice has been entirely unresponsive. Patients are consistently forced into unnecessary telephone consultations before face-to-face appointments, even when physical examinations are evidently necessary, which only serves to postpone critical treatment. As a full-time worker, being expected to remain available for a potential call within a 10-hour window is completely impractical and demonstrates a total disregard for patients' professional commitments. The practice inappropriately relies on supporting medical staff like Paramedics for conditions requiring direct physician intervention. Today, when attempting to contact them about my progressively worsening condition, their 'care coordination team' provided nothing more than a bureaucratic dismissal. Their apparent strategy seems designed to manage workload by effectively abandoning patient care. For anyone residing in this area, I strongly advise seeking medical registration elsewhere to avoid this deeply inadequate healthcare provider.

Desperate for Help with Diabetic Dad's Care

I'd give this GP practice zero stars if possible. Their service is utterly abysmal. My father is battling severe diabetes with blood sugar levels exceeding 22, experiencing chest pain, leg numbness, and constant dizziness. He desperately needs medical attention, yet after a week, we still cannot secure an appointment. We've been attempting to contact them for four consecutive days, wasting countless hours on hold only to have calls disconnected. Today, the phone system didn't even recognize our number. When my dad physically visited the practice, they coldly dismissed him and instructed him to call - an impossible task given their non-functional communication system. This level of negligence is completely unacceptable, particularly when dealing with a vulnerable elderly patient. The practice demonstrates zero concern for patient health or medical urgency. They've shown absolute disregard for my father's critical medical condition. It's astonishing that a medical facility could operate with such profound incompetence, and frankly, they don't deserve to have a single patient.

Compassionate Doctors Who Truly Listen

I am truly grateful to this medical practice for the exceptional care I've received. Every doctor I've encountered has been attentive to my symptoms and has demonstrated remarkable dedication to my health. They've facilitated referrals to specialists on two occasions, and each time the process was seamless and I felt genuinely heard. I deeply appreciate their commitment and professionalism.

Misleading Claims About Trans Healthcare Support

An absolute exercise in futility. I sought a general practitioner open to providing shared care for my gender transition, and was assured multiple doctors at this practice were willing to help. After registering, I was abruptly informed they actually do not offer such support. This led to crushing disappointment in a healthcare system that seemed to deliberately mislead me about services I'm legitimately entitled to receive. Ultimately, I was forced to return to my previous GP and maintain my private healthcare route. If the practice intends to refuse support, they should be direct about their stance, similar to other GP offices in Bristol, instead of creating false expectations.

Impossible to Book an Appointment Anywhere

Absolutely terrible service - nobody seems concerned about patient well-being. I've been attempting to schedule an appointment for three weeks without success.

Worst GP Surgery I've Ever Experienced

One of the worst GP surgeries in the entire United Kingdom, with extremely subpar customer service both at the reception desk and over the phone.

Rude staff ignored my infected facial injuries

I am utterly devastated by the abysmal treatment I encountered at my general practitioner's office this morning. My recent interaction was nothing less than horrifying. With visibly infected facial injuries, the staff displayed an alarming lack of compassion and were inexcusably hostile and indifferent. During my telephone conversation, I was confronted with passive-aggressive behavior and a total absence of empathy. I persistently sought to secure a doctor's consultation, arrange a phone discussion, or simply book an appointment, yet every single request was categorically rejected. The personnel appeared far more focused on dismissing me than offering any meaningful support or medical attention. I was left feeling completely powerless and degraded, and it is profoundly disturbing that a medical establishment could demonstrate such blatant disregard for a patient's welfare. I emphatically implore the leadership to immediately address the unacceptable conduct of their staff and guarantee that no other patient will suffer through such a traumatic and dehumanizing experience.

Stay away!

Terrible and incompetent practice - when you do get to speak to a Dr or Nurse they are brilliant but getting to that point is lengthy, needlessly complicated and the reception are entirely disorganised and incompetent. Keeping track of medical record or appointments or organising appointments is exhausting and even in person the reception team seem confused over very simple requests. If you’re need of responsive care this surgery is extremely disappointing and I’d consider dangerous as it will deter anyone who feels disempowered to advocate for themselves against the totally disorganisation of this surgery.

Ignored My Pain and Dismissed My Symptoms

I've been struggling with multiple symptoms and intense discomfort for over a fortnight. Despite reaching out 5 times, including consultations with 111 and various pharmacists, securing an appointment seemed impossible. The only response I received was from an unprofessional physician who dismissed my concerns, claiming my youth meant I should be fine and suggesting I simply drink water. I was shuttled between referral pharmacists (twice consecutively) and eventually the A&E, with everyone advising me to consult my GP. However, my primary care provider deemed my condition insufficiently serious. If you're seeking an experience of complete disregard, mockery, dismissal, and being invalidated while enduring significant pain, this practice is perfect for you. Regrettably, I'm compelled to switch GP practices, as during my rare instances of needing medical support—approximately once annually—they've consistently made me feel worse. Utterly unhelpful, completely ineffective, practically unreachable, and displaying passive-aggressive attitudes when contacted. STEER CLEAR AT ALL COSTS!!!!

Impossible to Get an Appointment Here

I've never encountered a more disappointing medical practice. The front desk personnel are abrasive, discourteous, and display a dismissive attitude that makes patients feel unwelcome. Securing an appointment is nearly impossible unless you're ready to call precisely at 8am, and even then, availability weeks ahead is extremely limited. Their online booking system consistently shuts down before noon, leaving patients with no alternative method to schedule a consultation. Should you manage to physically enter the clinic, you'll find the environment disorganized and unkempt, with staff members maintaining the same hostile demeanor in person. My advice: look for a different GP practice that actually values patient care and provides a basic level of professional courtesy!

Can't Get Help with My Urgent Medical Concern

Terrible service. Impossible to contact via phone, and I'm struggling to get an appointment for a critical medical concern that runs in my family. I completed their online form, only to receive a message saying they'll schedule a phone consultation, but currently, phone appointments aren't available. So they'll contact me... eventually. Everything I've researched and learned from my family's medical history indicates this condition requires immediate medical intervention. But apparently, my health doesn't matter. Absolutely unacceptable.

Quick Lifesaver When I Needed Epipens Most

Absolutely top-notch assistance from this medical office! Accidentally misplaced my critical emergency epinephrine auto-injectors and desperately needed immediate replacements. Connected with an incredibly competent care coordinator who promptly transmitted my request to the physician. My prescription was processed and dispatched to the pharmacy in just half an hour! Deeply appreciative of their swift and professional response!

Months-long Wait for Simple Blood Tests

Absolutely dreadful service. Completely inaccessible. Once you manage to connect with them, regardless of your medical concern, you'll receive a callback no sooner than a fortnight later. Even for basic blood work, the waiting period stretches beyond a month. If self-diagnosing and treating yourself sounds appealing, this GP practice is perfect. If I could rate them lower than the minimum, I absolutely would.

Terrible Care After Years of Trust

I've been a patient at this medical office since childhood, and despite rarely writing reviews, I feel compelled to share my experience. The practice is incredibly frustrating - there's never consistency with physicians, and their communication is terrible. When I tried to contact them, they didn't even answer the phone, and when I arrived, they were closed for lunch. As someone dealing with serious health issues including seizures, I found their approach unprofessional. During my appointment, the doctor was dismissive and condescending, essentially asking me to diagnose myself. My thought was, if I knew the cause of my medical problems, I wouldn't be seeking their expertise! Her advice was utterly generic - just drink more water and eat more. It's deeply disappointing. While I'm sure some staff members might be competent, the overall experience leaves much to be desired, with patients constantly feeling rushed and having their genuine concerns minimized or ignored.