Liberty Bridge Road Practice

Receptionists refused to help despite medical history

Our experience at this practice has been consistently disappointing, characterised by extended waiting times, delayed appointment availability, and rushed consultations that felt dismissive of our concerns. Today, however, represented a particularly frustrating turning point. As parents of a young child with a recent respiratory diagnosis and ongoing symptoms persisting for several months, we anticipated receiving at least basic support and reliable guidance from our GP practice — unfortunately, we did not. Several weeks prior, we were advised that advance bookings were not available and that we should contact the practice early on the day our child required an appointment. Following this instruction, we called at 8:30 AM after a difficult night. What ensued was a deeply frustrating experience involving contradictory information, unhelpful responses, and what felt like a dismissal of our child's health concerns. Despite our child's medical history clearly documenting respiratory issues, the receptionists we spoke with insisted we complete an online consultation — a requirement we had never encountered for our child previously. We explained our child's condition and that we had both arranged to take time off work to attend an in-person appointment, as we had been instructed by the practice itself. Nevertheless, we were refused assistance. When we expressed genuine concern and requested a same-day appointment, we were told the earliest available was the following day. We reiterated that our child's symptoms — particularly coughing and breathing difficulties — typically worsen during nighttime hours, but this information appeared to be disregarded. We were advised that if we held serious concerns, we should attend A&E or call emergency services — and the call was then terminated. This situation is deeply troubling. The practice appears disorganised, with inconsistent information provided by different staff members, and the apparent lack of compassion toward a unwell child raises significant concerns about the standard of care being delivered. The NHS represents a vital institution, and we value its existence. However, experiences like this one suggest that inefficiencies within individual practices can create unnecessary difficulties and obstruct access to care that should be straightforward with proper staff coordination. We are seriously contemplating changing practices and pursuing this matter through formal channels, as this standard of service does not feel appropriate — particularly for vulnerable young patients. UPDATE: Following this review and submitting a formal complaint, we proceeded with the online consultation. The response stated that safe assessment could not be completed through this method and that we needed to speak with someone in person that same day. Experiences like this demonstrate how such interactions contribute to broader inefficiencies within the NHS.

Reception staff were dismissive and unhelpful

Extremely disappointing experience. If lower ratings were available, I would select them. The front desk staff demonstrated behaviour that I found to be dismissive and lacking in professionalism. I cannot recommend this practice.

Receptionist dismissive over the phone calls

The service was disappointing. When attempting to communicate by phone, I felt unheard, and found the reception staff to be discourteous. I made multiple attempts to schedule an appointment, but instead of being offered one, I was directed to complete an online consultation. After finishing this process, I did not receive any follow-up response from the clinician.

Reception barriers make appointments difficult to access

I have experienced considerable difficulties with this practice, including a situation where I felt my health was at serious risk due to how the reception team operates. The clinical staff are satisfactory when appointments are eventually secured, but accessing them proves challenging. The practice functions more like a commercial operation than a healthcare provider. I have been referred for tests that had previously been completed, which raised questions about necessity. Booking an appointment involves encountering suggestions to seek care elsewhere, and reception staff appear to apply rigid policies without flexibility. Additionally, I have observed that reception staff seem inattentive to patients in the waiting area or at the desk. I experienced a fall in front of reception staff who did not acknowledge it or offer assistance such as mobility aids when I required support. I would recommend considering alternative options for your healthcare needs.

E-consult forms get you faster callbacks

I'm puzzled by the lower ratings I've seen elsewhere. This practice has delivered consistently strong care over the past eighteen months or so. I've noticed they've made meaningful progress during this time. The key is to complete the online consultation form thoroughly with comprehensive details (phoning the reception desk isn't the current approach, so that's best avoided!) and then they assess the submissions and get back to you. From what I've experienced, they've always returned my calls within a short timeframe and arranged appointments promptly based on how urgent the matter is. I'm genuinely appreciative of the service provided. Many thanks to everyone involved.

Rude phone appointment put me off immediately

The clinician demonstrated a manner that I found quite off-putting. After having just one telephone consultation, I decided this practice was not the right fit for me. Additionally, I was unable to find a clear process for raising concerns about the service I received. I would advise others to carefully consider whether this practice meets their needs before registering.

Econsult system blocks access to appointments

The online consultation system appears ineffective, and the reception team experience was frustrating. Telephone appointment booking is not available unless you first complete the online consultation. When speaking with reception staff, they indicate that the online system must be used. If the online consultation lacks an option matching your symptoms, staff suggest continuing to try the online system as they are unable to book appointments directly. The available symptom categories do not align with many health concerns. After attempting the online system multiple times for various issues, I found the process difficult. Two appointments required considerable persistence to obtain, and I attended emergency services on three occasions. Additionally, there are two ongoing health matters that have not been addressed and continue to deteriorate. I am currently considering formal action regarding this experience. The appointment booking process creates significant obstacles. The interaction between the online system and reception staff is problematic. Emergency services may be a more practical alternative, as they often refer patients back to general practice or provide direct treatment. Staff at the walk-in centre have been understanding about these systemic difficulties.

Reception staff seemed distracted during visits

I'm frustrated by the complexity involved in obtaining a basic prescription. The process has required: 1. An online consultation followed by a pharmacy visit, yet no prescription was provided. 2. A visit to the GP practice where I felt overlooked by reception staff who appeared distracted. After eventually being acknowledged, there was an extensive delay while staff searched for the prescription. I was told that insufficient clinical capacity meant the prescription couldn't be issued until the following Monday. 3. Another pharmacy trip today, but still the prescription hasn't been issued. 4. A further visit to the GP practice where, following a lengthy discussion, I was informed the prescription would be issued soon. It then emerged this was actually a new prescription that hadn't previously been processed. This experience has been incredibly frustrating.

Reception staff were dismissive and unhelpful

The service quality fell short of expectations. The reception staff came across as dismissive and unhelpful. I would not suggest this practice to others.

Helpful reception and attentive doctors

I have found the healthcare team at this practice to be excellent, with both clinical and administrative staff demonstrating genuine helpfulness throughout my interactions with them.

Getting referrals here feels like an endless wait

Getting a referral to a private specialist has proven to be quite challenging, even with private insurance in place. Following a blood test, a promised follow-up appointment did not materialise due to staff absence. After waiting over a week without any contact, efforts to address this involved another clinician who was also unavailable. This sequence of events, while somewhat absurd, has been genuinely frustrating. A third clinician is now expected to provide the referral to the private specialist, though concerns about further delays remain. The eConsult system used here presents practical difficulties. Repeatedly completing detailed forms, including answering identical questions on multiple occasions, was required simply to obtain follow-up regarding a mental health concern that warranted prompt attention following medication initiation. Despite requesting telephone contact, all responses came via text message. Basic support and direct communication from a clinician, particularly for mental health matters, should be a standard expectation. For straightforward services, this practice demonstrates reasonable responsiveness. However, for more complex issues requiring sustained attention and follow-up, the practice has proven unreliable. Exploring private healthcare alternatives may be worth considering if circumstances permit. While managing routine tasks was acceptable, dealing with anything more involved became problematic. Reception staff displayed varying levels of professionalism, with overall standards falling below expectations. Obtaining an appointment with a clinician frequently felt like an unlikely occurrence.

Staff weren't listening to my concerns

The staff members displayed discourteous behaviour across both phone and in-person interactions. Many appeared dismissive and unhelpful, often failing to engage attentively with concerns raised or provide adequate responses to questions.

Reception dismissed concerns without proper escalation

I have been a patient at this practice for many years, and I was deeply disappointed by my recent appointment experience. During a routine vaccination visit, I had concerns about the clinical approach taken. The healthcare professional administering the vaccine did not review my child's medical history thoroughly before proceeding. I was concerned that a particular vaccine type was being considered, which I understood to be contraindicated based on family medical circumstances. I also observed that standard infection control procedures did not appear to be followed during the procedure. After the injection, I noticed the wound was managed without what I would consider appropriate hygiene precautions. When I raised this concern, the response suggested that standard protocols were not being adhered to. My experience with the practice's management of my complaint was equally frustrating. When I requested to speak with someone in a supervisory capacity about vaccination procedures, I was unable to access that level of discussion. Instead, my concerns were addressed at reception level, and I felt they were not taken seriously. The person I spoke with indicated they would relay my feedback but did not engage in a meaningful discussion about the issues I had raised. The overall handling of my concerns left me feeling unheard and unsupported. I felt that my legitimate questions about clinical practice and safety were dismissed rather than properly investigated, and the interaction ended abruptly without resolution.

Felt heard and taken seriously at last

I'm very pleased to be registered at this practice. After two decades at my previous surgery, I made the decision to transfer because my concerns and experiences were consistently dismissed. It's quite striking that my former practice was nearly subject to closure and received a lower rating. I cannot express how many health matters went unidentified during my time there. Since joining here, I have felt genuinely heard and treated with respect as an individual, rather than having my concerns dismissed. This practice has been absolutely excellent.

Online booking system makes appointments straightforward

I'm unsure why this practice receives so many negative ratings. It's a general practice that typically requires a few days to secure an appointment rather than extended waiting periods, and it's important to remember it's a medical facility rather than a luxury service. You do need to adhere to their established procedures. Rather than phoning to arrange an appointment, they operate an online booking method where you can outline your concern and upload relevant images if needed. If a clinician determines an in-person visit is necessary, they will contact you within a day or two to offer guidance or request you to attend the surgery.

Quick responses through the online system

I have consistently had positive experiences with both the clinical team and administrative staff at this practice. While the online consultation system requires a slightly different approach, I have always received prompt responses, and the option to contact reception for any additional queries works well for me. The team has consistently demonstrated helpfulness and a friendly manner throughout my interactions.

Lost blood test results caused unnecessary delay

Extremely disappointing. I would give a much lower rating if possible. Important test results went missing during a significant time in my life, and I have a serious fear of blood-related procedures. The practice is now unable to follow up on test results for my child for an extended period. This feels like a significant failure in healthcare service.

Reception didn't explain how to get help

The reception staff have repeatedly directed me to obtain administrative assistance without providing clear guidance on how to proceed. I feel let down by the overall service experience.

Receptionists dismissive when calling with medication queries

I have contacted the GP practice twice over the past month with a straightforward query regarding my medication. On both occasions, I encountered what I perceived as discourteous behaviour from the reception staff who answered my calls. Their manner came across as dismissive and unhelpful, with an apparent tone of irritation evident from the outset. The interaction left me feeling that seeking assistance beyond simply having my call answered was an unreasonable expectation. I suspect it may have been the same staff member on each occasion. The clinical staff themselves have been excellent, though access to them appears to depend on navigating the reception experience first.

Phone booking system left me frustrated and confused

I found the customer service experience to be extremely frustrating. I attempted to book an appointment through the online system, but it was not functional, so I tried calling instead. I spent considerable time explaining my concerns only to be told I needed to contact the practice directly by phone. When I called the practice, I had difficulty communicating with the reception staff and was directed to contact an external collaborative service to arrange an appointment. Upon calling that service, I was informed they no longer work with the practice and suggested the practice should be aware of this arrangement. When I called the practice back, the staff member I spoke with was unavailable due to being on leave. After speaking with her, I was directed back to the online form. I requested to speak with a manager, but was told they were not available. Due to this experience, I have decided to change practices. I should note this is not the first time I have encountered difficulties with this provider, though previous issues were less significant.