The Brooke Surgery

Frustrating healthcare experience with impossible appointments

Attempting to schedule an appointment is impossible. I've tried using WhatsApp, but it just repeats the same message continuously. All I need is a simple consultation for my six-week-old infant, yet I'm unable to make any progress. When I call, the hold times are incredibly lengthy. What's the purpose of having a medical practice if patients can't actually see a doctor?

Terrible care at brooke surgery puts lives at risk

I haven't even managed to see a proper physician, just been seen by seemingly inexperienced or inadequate staff. Considering I'm dealing with a heart condition and I'm 73, it seems they think I'm not worth their time or effort! Fortunately, my daughter, who holds a law degree, is preparing to initiate a class action lawsuit against Brooke surgery. Her aim is not just to address my situation, but to advocate for anyone who has experienced similar substandard care or mistreatment at this medical facility.

Vikki's magic touch saved my day

Wonderful Vikki, an exceptional individual - many thanks, Harry Wilson

Frustrating healthcare experience with terrible new system

I've been a patient here for several years. Throughout the pandemic, their My GP platform was exceptional, offering seamless communication and straightforward doctor appointments. However, since transitioning to ChatDoc, I've repeatedly failed to secure a consultation. Prescription management has become a nightmare, with supposed available time slots being completely non-existent and wait times becoming unbearably long. I'm now genuinely comprehending how patients could potentially face life-threatening delays in receiving medical attention. The reasoning behind abandoning their previous system remains unclear to me, and I can no longer endorse this medical practice to anyone seeking reliable healthcare.

Whatsapp upgrade makes communication super smooth

WhatsApp's latest update is absolutely fantastic

Excellent care at brooke surgery every time

Throughout my experiences, the healthcare professionals at Brooke surgery have consistently demonstrated exceptional competence, which has led me to confidently endorse their services to my social circle and personal contacts.

Doctors shine despite unhelpful front desk staff

The front desk staff left much to be desired, but the medical professionals were exceptional. I'm awarding four stars solely based on the doctors' performance. It would be beneficial if the practice could recruit receptionists who understand basic customer service etiquette. Their demeanor is so dismissive that they might as well just grunt "what" when patients arrive.

Frustrating healthcare experience with poor communication

Obtaining assistance from this healthcare provider is incredibly challenging. When I sought a prescription, they instructed me to submit documents, which I did, specifying my preferred contact time. Despite this, they called me at an inconvenient moment and after multiple attempts to reach the technician, I never received a return call. During a recent medical issue requiring treatment and a blood test, I was scheduled for a telephone appointment at 8:20am, but the call arrived 20 minutes late. I explained my symptoms to the trainee doctor and submitted the necessary evidence by 9:48am, being assured of a follow-up call. Instead, I received a text indicating a prescription had been ordered. No one contacted me to explain my condition or provide details about the prescription's usage. I was not given an opportunity to specify my preferred pharmacy, and the prescription was automatically sent to my usual location. Additionally, I was unable to schedule the blood test during the initial consultation and was redirected to contact reception again, a task that could have been easily completed during the original call.

Terrible service and communication at brooke surgery

I'm completely baffled by the recent decline at the Brooke Surgery over the past year. They've implemented what they believe is an innovative approach using WhatsApp, but it's frankly ridiculous 😪😪 After being a patient here for four decades, I'm thoroughly fed up with their incompetence and unprofessional conduct. I strongly caution anyone currently registered with them or considering joining to seriously reconsider. I'll definitely be seeking out an alternative medical practice. The Brooke Surgery has clearly reached the end of its effectiveness, and I shudder to think about the care patients might receive.

Brooke surgery nightmare of lost notes and frustration

I deeply miss my previous medical practice in Lancashire, as Brooke Surgery has been consistently subpar for an extended period. It has essentially transformed into a call center that uses patients as training material for novice doctors who bombard you with questions before consulting their supervisor for a diagnosis. Mental health support here is practically non-existent - I've been endlessly shuffled through their dysfunctional system, with staff repeatedly losing critical documentation, misplacing referrals, and demonstrating a complete lack of understanding regarding serious mental health concerns. Initially, I was excessively courteous, but I realized they interpreted my politeness as an invitation to disregard my needs, so I've since adopted a more assertive approach. I will absolutely avoid this practice unless absolutely no alternatives exist. Don't be deceived by their Google reviews - they were notoriously poorly rated until they orchestrated a campaign pressuring patients to submit positive feedback. If you investigate beyond the surface reviews, you'll uncover numerous accounts of patients who switched here based on those misleading recommendations and subsequently deeply regretted their decision. Furthermore, they've modified their AskmyGP service (now a WhatsApp-style messaging system) to close during lunch hours, meaning anyone seeking an appointment afterward is condemned to wait in an interminable queue of over 30 people. Steer clear.

Smooth service with quick whatsapp communication

Communication handled entirely via WhatsApp. Responses are prompt and efficient. Highly suggested.

Disappointing healthcare with poor patient communication

I've been a patient at this medical practice for a while now. Initially, they seemed exceptional, but recently I'm questioning their commitment to patient care. Without my consent, three face-to-face appointments were scheduled and falsely recorded as attended. On July 25th, a rejection for a critical referral was received, with instructions for the practice to closely monitor my situation. I was unaware of this until August 11th, and they made no effort to reach out or offer support. Given these experiences, I'm seriously considering switching to another healthcare provider.

Fantastic service with multiple improvement strategies

A superb approach demonstrating numerous methods for enhancing their customer support experience

Disappointing service with frustrating booking system

I've been a patient here for a while, and while they were once reliable, the current situation is unacceptable. Their new WhatsApp interface is incredibly complicated, heavily reliant on AI, and incredibly irritating to navigate. The practice seems to operate on a part-time basis, with a recorded message after 1 pm directing patients to 111 or A&E services. When I attempted to schedule a blood test, I was shocked to find the earliest available slot was seven weeks out. As a result, I've made the decision to switch to a different GP practice.

Smooth support with new whatsapp messaging system

The updated messaging platform performed admirably, and I was pleased to receive a prompt and supportive reply through the new communication channel.

Convenient and quick healthcare through whatsapp support

I appreciate the innovative approach to customer support via WhatsApp. While the process can be a bit lengthy, as happened today when I simply needed a prescription for a recurring condition, they promptly scheduled an in-person consultation. Excellent assistance.

Best gp practice ever experienced in my life

The Brooke surgical practice is absolutely top-notch. I have zero intention of switching to another healthcare provider. Their services are incredibly reliable, thoroughly satisfying, and truly unmatched in my experience.

Dangerous medical incompetence ruins patient's healthcare journey

Utterly appalling service Incorrectly transmitted details to medical professional despite paying privately, resulting in an incorrect test. Subsequently switched healthcare providers, only to find all medical documentation vanished and another patient's information erroneously placed on NHS records. Attempting to schedule an appointment is completely futile.

Great service for fast communication success

It's an excellent method for rapid communication and visibility, much appreciated

Overpriced healthcare service with terrible support

This updated WhatsApp service is absolutely terrible. Unable to consult a proper physician, instead being palmed off with nursing staff or emergency medical technicians. I mean no disrespect to them. They demanded £120 for an urgent letter regarding my injury, or £60 if I could tolerate waiting 4 to 5 weeks. It's pure extortion. 😨😨