Thornbury Medical Centre

Reception staff were dismissive and unhelpful throughout

I am deeply disappointed with my experience at this practice. The reception staff displayed an unwelcoming attitude that made me feel undervalued as a patient. Given that the practice receives NHS funding and operates as a public service, I expected a more professional and respectful approach. The pharmacy service within the practice has been problematic, with difficulties in fulfilling routine prescriptions reliably and punctually. Additionally, when I requested a service that I believe should be available, my request was declined without adequate explanation being provided. I felt that my health needs and personal circumstances were not given proper consideration. I have concerns about whether the practice adequately meets disability equality standards. This experience has left me very unsatisfied, and I intend to pursue a formal complaint. Given the low ratings this practice has received, I believe management should address these systemic issues rather than overlook them. I hope that these concerns will prompt meaningful improvements or appropriate action.

Reception staff made time to really listen

It's quite uncommon nowadays for medical practices to receive five-star reviews, or at least that's the impression one gets. I would strongly encourage others to consider this practice for their exceptionally thoughtful approach to patient care and support. My father experienced multiple complex health conditions, and the surgery demonstrated unwavering commitment to supporting both him and my mother throughout his journey until his passing. The clinical team genuinely invest time in listening, understanding, and concentrating on each patient's needs to arrive at appropriate diagnoses and management plans. I am deeply grateful to this practice for their dedication. The entire team demonstrates genuine approachability and consistently goes the extra mile. Providing a positive review feels like a small gesture to acknowledge this committed and conscientious practice.

Reception dismissed concerns without offering alternatives

A family member contacted the surgery at 8:00am to report that I was experiencing fever, chest pain, vomiting, breathing difficulties, and had not consumed food for two days. I subsequently received a telephone call from a clinician who indicated that no appointments were available and did not provide any guidance regarding my symptoms. I was then contacted by a member of the practice management team, who did not address my concerns and did not offer any alternative options for support. When I attended the surgery in person despite being unwell, I was informed that nothing could be provided and was told that police involvement could occur. This interaction caused me considerable upset and, in my view, represented a shortfall in the expected standard of care and professional conduct. I found the interaction with staff to be unsatisfactory, and I believe the communication during this experience fell short of what I would have expected. I feel the practice could benefit from reviewing how such situations are handled.

Staff weren't welcoming or polite

The staff were not as courteous as I would have hoped.

Reception staff were dismissive and disrespectful

This practice has been a very disappointing experience. The team members have come across as dismissive and unwelcoming. The clinical staff displayed similar attitudes. There appears to be a lack of courtesy and consideration shown to patients. Staff members frequently made negative comments, particularly those in management positions. It seems that some individuals in senior roles may not be treating patients with appropriate respect. This has been an unfortunate situation overall.

Friendly reception and easy booking process

Positive experience so far as a new patient.

Staff weren't honest about callback attempts

The staff were unhelpful and dismissive. They indicated they had attempted to contact me when this did not occur, and despite confirming a booking earlier in the day, I was unable to be accommodated for my appointment.

Reception staff showed genuine understanding and care

I appreciate the reception staff member's understanding, politeness, and calm approach!

Reception staff were dismissive and unhelpful

The reception experience at this medical centre fell short of expectations. During visits, my family member encountered what felt like dismissive attitudes and insufficient assistance. The interactions were perceived as discourteous and unhelpful, which detracted from the overall visit experience. I would encourage others to carefully consider their options when choosing where to receive care.

Reception staff could improve their manner

The clinical staff members are helpful and supportive. However, I found one member of the reception team to be discourteous and lacking in basic courtesy. When I enquired about my medication, I felt their manner was confrontational and off-putting. The individual appeared to be relatively junior in their role. I would appreciate it if the practice management would consider reviewing the conduct of this team member or providing additional training to ensure they communicate more effectively and listen attentively to patient concerns.

Felt fully informed throughout the consultation

I attended the surgery for a consultation regarding a potential joint injection procedure. The clinician conducted a comprehensive evaluation to determine whether this treatment approach would be suitable for my needs. During the appointment, I received excellent explanations and felt reassured enough to proceed with the procedure straight away. I was kept fully informed throughout the process and the healthcare professional demonstrated a wonderful approach to my care. I am delighted to report that the procedure has been effective and the discomfort I experience now is much more manageable. Thank you for your patience and compassionate care.

Helpful staff made me feel heard

This is an excellent medical practice. The clinical team and administrative staff are outstanding, with particular praise for one healthcare professional who consistently provides exceptional care and support.

Staff dismissive when raising concerns about privacy

Frustrating experience with a defensive approach from staff members who appeared unfamiliar with data protection regulations. When concerns were raised, management responded by suggesting continued care might not be possible, which felt particularly discouraging given my additional healthcare needs.

Friendly reception made the visit straightforward

Excellent care provided by a knowledgeable team

Responsive and attentive to patient concerns

This is an outstanding medical facility with highly skilled clinicians and an attentive management team.

Reception team unhelpful and unwelcoming throughout visit

I have never encountered such unprofessionalism in a healthcare setting. The staff, including the reception team, are unhelpful and discourteous. However, the most concerning aspect is the behaviour of the senior clinician. This individual was extremely rude and aggressive. A healthcare professional holds a position of great responsibility and trust. Unfortunately, this person's conduct fell far below the standards expected of someone in such a role. They appeared to be consistently in a poor mood, showed little to no empathy, and communicated in an unprofessional, rude and hostile manner. Patients deserve to be treated with respect and dignity, and I sincerely hope steps are taken to address this issue. No one should have to experience this kind of treatment when seeking medical care.

Urgent care arranged quickly and professionally

I appreciate the excellent care I received during my urgent appointment. The clinician who saw me was among the finest I've encountered—demonstrating great understanding and maintaining a courteous manner throughout.

Receptionist kept hanging up on calls

The staff came across as quite unwelcoming and dismissive during my interactions. They seemed indifferent to my concerns. Scheduling an appointment proved to be very difficult, as the receptionist would repeatedly disconnect calls without explanation, despite the line appearing to be clear on my end.

Quick registration and responsive care throughout

Thornbury medical practice delivers excellent healthcare services, with prompt attention provided shortly after joining the practice. The response time was impressively swift and the care delivered by the entire clinical team was outstanding.

Felt involved in my own care

Fantastic facility with outstanding personnel who were genuinely helpful. The clinical team made a real effort to enhance my understanding and ensured I felt included throughout my care. Would certainly suggest this practice to others.