Liberty Bridge Road Practice
Average! (88 reviews)
Average! (88 reviews)
Patient feedback reflects a mixed experience across the practice, with notable contrasts between clinical and reception services. Clinical staff consistently receive praise for professionalism, compassion, and attentiveness, with many patients reporting positive interactions during appointments and prompt prescription processing. The online consultation system has improved and is generally viewed as efficient when used as intended. However, reception experience emerges as a significant concern, with recurring reports of discourteous behaviour, dismissive attitudes, and unhelpful interactions during phone calls and in-person visits. Patients frequently describe feeling unwelcome and frustrated by reception staff demeanor.
Appointment access presents ongoing challenges, with some patients experiencing lengthy delays in booking, administrative backlogs during registration, and inconsistent communication about timeframes. Several patients report difficulties with the online booking system navigation and inflexible appointment policies. Test result processing and referral handling have been problematic for some, with delays and administrative errors noted. Communication gaps between online consultations and clinical follow-up, along with inconsistent service standards across different staff members, have left some patients uncertain about next steps in their care.
The practice environment is generally described as modern and well-maintained, and there is evidence of recent service improvements in responsiveness and clinical engagement. However, the inconsistency between positive clinical experiences and challenging administrative interactions suggests that reception team training and appointment system refinement would significantly enhance overall patient satisfaction and confidence in the service.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Patient feedback reflects a mixed experience across the practice, with notable contrasts between clinical and reception services. Clinical staff consistently receive praise for professionalism, compassion, and attentiveness, with many patients reporting positive interactions during appointments and prompt prescription processing. The online consultation system has improved and is generally viewed as efficient when used as intended. However, reception experience emerges as a significant concern, with recurring reports of discourteous behaviour, dismissive attitudes, and unhelpful interactions during phone calls and in-person visits. Patients frequently describe feeling unwelcome and frustrated by reception staff demeanor.
Appointment access presents ongoing challenges, with some patients experiencing lengthy delays in booking, administrative backlogs during registration, and inconsistent communication about timeframes. Several patients report difficulties with the online booking system navigation and inflexible appointment policies. Test result processing and referral handling have been problematic for some, with delays and administrative errors noted. Communication gaps between online consultations and clinical follow-up, along with inconsistent service standards across different staff members, have left some patients uncertain about next steps in their care.
The practice environment is generally described as modern and well-maintained, and there is evidence of recent service improvements in responsiveness and clinical engagement. However, the inconsistency between positive clinical experiences and challenging administrative interactions suggests that reception team training and appointment system refinement would significantly enhance overall patient satisfaction and confidence in the service.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Md A. 8 days ago
Excellent!
Appointment
ExcellentReception
ExcellentCleanliness
ExcellentCare
ExcellentRespect
ExcellentSeen On Time
ExcellentNice practice
Dr Man who was very understanding and very polite also very helpful really he is a fantastic Doctor
Jessica S.
9 days ago
Bad!
Referral chaos left me waiting months without answers
The standard of care I received has been deeply disappointing. Over the past year, I have struggled to obtain a specialist referral while managing ongoing discomfort. I was informed that previous test results from my former practice could not be transferred to support my new referral request. After a five-month wait, I discovered that no referral had actually been submitted. When I requested a new referral, I received conflicting information about whether I needed to repeat tests. Subsequently, a referral was arranged for a procedure, which resulted in me being directed away from specialist assessment despite not having requested this particular intervention, as I had undergone the same procedure previously and this should have been documented in my referral. The inconsistency and lack of coordination in my care has caused me considerable emotional distress and frustration. I would not recommend this practice based on my experience.
Liberty Bridge Road Practice
9 days agoDear Jessica We’re very sorry to hear about your experience and the frustration this has caused. We take your concerns seriously. If you wish to discuss this further, please email us at [email protected] and I will call you at a convenient time for you Kind regards Jess Kaur - Practice Manager
Jasjot K.
14 days ago
Excellent!
Friendly staff made me feel valued
I have consistently enjoyed excellent experiences at this practice. I appreciate the dedication and hard work demonstrated by everyone on the team, including clinical staff and administrative personnel.
Liberty Bridge Road Practice
9 days agoDear Jasjot. Thank you so much for your kind words and for taking the time to share your experience. We’re delighted to hear that you’ve consistently had such positive experiences with the LBR Practice team. Your lovely feedback means a great deal to all of our doctors, nurses and support staff. Kind regards Jess Kaur - Practice Manager
Violetta G.
15 days ago
Bad!
Reception staff were dismissive and unhelpful
I have consistently had disappointing experiences at this practice. Each time I visit, the clinicians appear unprepared for my appointment and ask what I need help with, despite this being a fundamental part of their role. The reception staff have been particularly unhelpful, displaying poor attitudes and placing the burden of appointment scheduling on patients while being discourteous during phone calls. This pattern has continued over an extended period, which is why I have decided to seek care elsewhere.
Liberty Bridge Road Practice
9 days agoDear Violetta. We’re sorry to hear about your experiences and disappointed that we haven’t met the standard you expected. We take your feedback seriously and will share your concerns with the team.... If you wish to discuss the matter further please contact me via email. [email protected] and I will be happy to contact you at a convenient time for you. Kind regards Jess Kaur - Practice Manager
Danita N.
25 days ago
Bad!
Reception staff weren't helpful or welcoming
The reception staff at this practice have been unhelpful during my interactions, both when calling and visiting in person. It would be beneficial if the team received additional training to improve their service. I have found my experiences at other healthcare facilities to be considerably more positive.
Liberty Bridge Road Practice
9 days agoDear Danita We’re sorry to hear about your experience. We take your feedback seriously and will share your concerns with the reception team. If you wish to discuss the matter further, please email us at [email protected] and I will be happy to contact you at a convenient time for you. Kind regards Jess Kaur - Practice Manager
Nabeela B.
2 months ago
Excellent!
Felt listened to and genuinely cared for
Excellent healthcare provider! The clinical team demonstrated genuine compassion and attentiveness throughout my visits.
Liberty Bridge Road Practice
9 days agoDear Nabeela Thank you for your positive comments about our doctors, we appreciate you taking the time to post your feedback. Kind regrds Jess Kaur - Practice Manager
Luella A.
2 months ago
Excellent!
Pharmacist went the extra mile for me
I appreciate the excellent service provided by the pharmacy team!
Liberty Bridge Road Practice
9 days agoDear Luella Thank you for your posting your feedback, we will pass on your thanks to June. Kind regards Jess Kaur - Practice Manager
Meg P.
3 months ago
Excellent!
Quick appointment and felt genuinely listened to
Had a wonderful experience at this practice with a very attentive healthcare professional! I was able to secure an appointment promptly for a matter that was important to me and felt completely reassured throughout.
Liberty Bridge Road Practice
3 months agoDear Meg : Thank you so much for your kind words. We’re delighted to hear you had such a positive experience with our doctor and team. Providing prompt, attentive care and making our patients feel comfortable and supported is always our priority. We truly appreciate you taking the time to share your feedback and are so pleased we could help when you needed us most. Kind regards Jess Kaur - Practice Manager
Abdul Q.
4 months ago
Excellent!
Helpful and understanding approach to my care
The healthcare professional I saw was very pleasant, helpful, and courteous. They demonstrated a considerate and empathetic approach to patient care.
Liberty Bridge Road Practice
9 days agoDear Abdul Thank you for your kind feedback. We’re delighted to hear that Dr Bose was helpful, polite and understanding. We’ll be sure to share your lovely comments with her. Kind regards Jess Kaur - Practice Manager
Catherine Z.
4 months ago
Excellent!
Easy online booking and flexible appointment access
I have not experienced any significant problems with this practice. The online consultation system is straightforward to navigate, though I recognise it may present challenges for some patients. The practice has consistently been able to accommodate urgent appointment requests for my child on short notice.
Liberty Bridge Road Practice
3 months agoDear Catherine - Thank you for taking the time to share your experience. We’re pleased to hear that you’ve found our eConsult system easy to use and that we’ve been able to provide appointments for your son when needed. We also appreciate your understanding that online systems may not suit everyone, and we’re always working to make our services as accessible and supportive as possible for all patients. Your feedback is greatly appreciated Kind regards Jess Kaur - Practice Manager
Laura F.
4 months ago
Bad!
Scheduled appointments that never happened
I am unable to provide a positive review due to difficulties with the appointment and call scheduling system, as scheduled communications frequently do not materialise as arranged.
Liberty Bridge Road Practice
3 months agoDear Laura - We’re sorry to hear about your experience and understand how frustrating it must have been not to receive the calls you were expecting. This is not the standard of service we aim to provide. We appreciate you bringing this to our attention, and your feedback will help us review and improve our communication processes. Please do contact the practice directly so we can look into this further and assist you appropriately. Kind regards Jess Kaur - Practice Manager
Jamel M.
5 months ago
Excellent!
Friendly reception staff managing busy appointments well
Courteous and welcoming staff who work diligently, though the practice can become quite hectic during peak times.
Liberty Bridge Road Practice
3 months agoDear Jamel - Thank you for your kind feedback. We’re pleased to hear you’ve found our team polite and friendly. We understand that the practice can be very busy at times, and we truly appreciate your patience and recognition of the hard work our reception team puts in to support patients as best they can. Kind regards Jess Kaur - Practice Manager
Shi S.
5 months ago
Bad!
Booking appointments outside your requested timeframe
I registered approximately a month ago as I required a blood test for diagnostic purposes. I communicated that I needed to schedule my appointment within a particular timeframe aligned with my cycle, however the available slots offered fell outside this window. The paperwork required to complete at each visit is excessively lengthy, and it appears the information provided is not being reviewed, which raises questions about its necessity. I find myself needing to change GP surgeries for the fourth time, as I continue to struggle to locate a practice that can accommodate straightforward requests.
Liberty Bridge Road Practice
3 months agoDear Shi - We’re sorry to hear about your experience and understand how frustrating this situation must have been, particularly when trying to arrange time-sensitive blood tests related to your care. We appreciate you taking the time to share your feedback.We recognise that clear communication and timely appointments are especially important in these circumstances, and we are sorry that you felt your concerns and instructions were not properly addressed. We also understand your frustration regarding the length of the forms and the impression that the information provided was not fully considered. Your comments will be shared with the team so we can review our processes and look at how we can improve both communication and appointment access for patients. We are sorry to hear that you are considering moving practices again and appreciate you bringing these concerns to our attention. Kind regards Jess Kaur - Practice Manager
T D.
6 months ago
Bad!
Reception staff were dismissive during booking process
I have had a very poor experience at this practice. The clinical staff appear to lack sufficient knowledge and seem to rely on external resources during consultations rather than drawing on their own expertise. I have experienced misdiagnosis, which was later contradicted by test results. The reception team have been unhelpful and discourteous, and the appointment availability is extremely limited with lengthy waits. The process of requesting appointments through the online system is frustrating, often resulting in delayed responses or no appointment being offered at all. The practice requires significant improvement in these areas, as the current standard of service is unsatisfactory.
Liberty Bridge Road Practice
3 months agoDear TD - We’re very sorry to hear about your experience and appreciate you taking the time to share your concerns. We understand how upsetting and frustrating it must have been to feel dissatisfied with the care and service you received, particularly regarding your diagnosis, appointment access, waiting times, and interactions with staff. Our clinicians aim to provide safe and thorough care to every patient, and while medical professionals may sometimes use trusted clinical resources during consultations, we understand how this may have affected your confidence in the experience. We also recognise your concerns about communication, response times, and the eConsult process, and we acknowledge the impact this can have when patients are seeking support. Your feedback will be shared with the wider team as part of our ongoing efforts to improve our services and patient experience. If you would be willing to discuss your concerns further, we would encourage you to contact the practice directly so the issues raised can be reviewed in more detail. Kind Regards Jess Kaur - Practice Manager
Adrian B.
6 months ago
Excellent!
Efficient service with helpful follow-up care
Excellent care provided. Attentive aftercare support. Highly skilled team!
Liberty Bridge Road Practice
3 months agoDear Adrian - Thank you for your kind feedback. We’re delighted to hear that you received good service and follow-up from our team. Your comments about our professionals are greatly appreciated and will be shared with the staff. Thank you for taking the time to leave your review. Kind regards Jess Kaur - Practice Manager
B S.
7 months ago
Bad!
Multiple online forms required for appointments
The service experience was disappointing. The appointment process requires multiple online forms to be completed sequentially, which feels unnecessarily complicated. Appointments frequently run behind schedule, yet there appears to be strict enforcement of cancellation policies if patients arrive late. Test results seem to take considerable time to appear in the system and require persistent follow-up to obtain them. The overall interaction with staff members left a negative impression.
Liberty Bridge Road Practice
3 months agoDear B S - We’re sorry to hear that you’ve been unhappy with your experience at the practice. We understand your frustration regarding the appointment process, delays, communication around results, and your interactions with staff. We appreciate you taking the time to share your feedback, as patient experiences are important to us. We recognise that completing multiple forms and waiting for updates can feel frustrating, particularly when patients are seeking timely care and information. We also understand your concerns regarding appointment timings and communication, and we are sorry that you felt let down by the service you received. Your comments will be shared with the team so that these concerns can be reviewed as part of our ongoing efforts to improve patient experience and access to services. If you would like to discuss the issues raised further, please contact the practice. Kind Regards Jess Kaur - Practice Manager
Yassir K.
7 months ago
Excellent!
Felt listened to during my appointment
The healthcare professional at this surgery is competent and appreciated, thank you 👍
Liberty Bridge Road Practice
3 months agoDear Yassir - Thank you for your kind feedback. We’re very pleased to hear that you had a positive experience with the doctor and appreciate you taking the time to share your comments. Your feedback will be passed on to the doctor Kind regards Jess Kaur - Practice Manager.
S J.
8 months ago
Excellent!
Econsult system works well and staff are caring
I wanted to share a review highlighting the positive aspects, as I find that people tend to focus on negatives while overlooking the good experiences. I have been a patient at this practice for approximately nine years and have consistently had a favourable experience. The online consultation system is straightforward and efficient, and I have always received a callback within the promised timeframe. My family members are also registered here, and the clinical team has provided attentive care whenever they have needed treatment, consistently offering face-to-face appointments to conduct thorough examinations. My children received their immunisations from a staff member who demonstrated excellent rapport with them, completing the vaccination programme smoothly with the children in good spirits afterwards. I recently attended for cervical screening and found the staff member conducting the appointment to be both courteous and competent, creating a reassuring environment throughout. I have never experienced difficulties with booking appointments, and the patient portal application allows me to access my medical records conveniently whenever required. I genuinely have no complaints about the service provided. I suspect that others who have had similarly positive experiences may simply not have taken the time to leave a review. Overall, I am very satisfied with this practice and have no desire to seek care elsewhere.
Liberty Bridge Road Practice
3 months agoDear S J - Thank you so much for taking the time to leave such a thoughtful and detailed review. We truly appreciate your kind words and your continued trust in the practice over the past 9 years. It is wonderful to hear that both you and your children have had positive experiences with our team. We’re especially pleased to hear your feedback about our eConsult service, appointment access, and the care provided to your children. Josephine will be delighted to know that she helped make your children’s vaccinations such a positive experience, and we will also share your lovely comments with Sandra regarding your cervical screening appointment. Providing compassionate, professional, and accessible care is always our aim, and it means a great deal to hear when patients feel well supported and comfortable with our services. Thank you again for your support and for sharing your experience — feedback like yours is greatly appreciated by the whole team. Kind regards Jess Kaur - Practice Manager.
Muskan H.
8 months ago
Bad!
Locum GPs don't bother reading your medical files
Every visit seems to involve a different locum practitioner who appears disengaged with my care. I frequently receive prescriptions for medications that are unsuitable for my health circumstances, as the practitioners don't appear to thoroughly review my medical history. On numerous occasions, the advice given has been generic suggestions such as over-the-counter pain relief, increased hydration, or lifestyle changes, despite these not being appropriate to my situation. I've experienced instances where practitioners have seemed dismissive of my concerns, questioning what they could realistically do to help. Several times, consultations have involved the practitioner searching for information about my symptoms online and showing me the results, which feels like something I could manage independently at home. Overall, I would recommend considering alternative healthcare providers, as travelling further might be worthwhile for better quality care.
Liberty Bridge Road Practice
9 days agoDear Muskan. We’re sorry to hear about your experiences and understand your frustration. We take your concerns seriously. If you wish to discuss this further, please email us at [email protected] and I will be happy to call you at a suitable time for you. Kind regards Jess Kaur - Practice Manager
Carissa M.
8 months ago
Bad!
Reception staff were rude and unhelpful
I would rate this practice as low as possible if I could. I would recommend avoiding this surgery. During a recent phone call, I experienced rudeness from a member of the reception staff, who spoke to me in an aggressive manner.
Liberty Bridge Road Practice
3 months agoDear Carissa - We’re very sorry to hear about your experience and are concerned by the comments you have raised regarding the interaction you had with our staff member. We always aim to treat patients with courtesy, respect, and professionalism, and we are sorry that this was not your experience. Your feedback is important to us and will be shared with the team so that the matter can be reviewed appropriately. If you would be willing to discuss the incident further, we would encourage you to contact the practice directly so we can look into your concerns in more detail. Kind regards Jess Kaur - Practice Manager