Thornbury Medical Centre

Phone booking experience was disappointing and rude

I contacted the practice to arrange a consultation for my child. The staff member was quite dismissive during the call. I was not provided with a specific appointment time. The call was then terminated. This was a disappointing experience.

Phone queue calls kept getting cut off abruptly

I find it frustrating to attend appointments here with my father. On several occasions when we've called to book an appointment, after waiting to get through, the person answering the phone has taken our details but then ended the call. When my father has requested to see a particular healthcare professional, we've been told this isn't possible and offered an alternative instead. We've also had instances where an appointment has been scheduled without our agreement, and we were later told we had arranged it ourselves. Overall, the experience has been quite disappointing.

Poor communication and unhelpful phone responses

The responses provided were unsatisfactory. The communication style was unpleasant. The phone call was terminated abruptly, and the overall service fell short of expectations.

Long wait times and unhelpful staff attitude

The staff lack professionalism and competence. The clinical team appears indifferent to patient wellbeing and the care provided seems counterproductive. This facility is not fit for purpose and should not be operating.

Poor communication about registration status

The practice fails to proactively communicate regarding administrative matters or concerns, requiring patients to initiate contact after an extended period to receive any updates.

Helpful staff who actually listened

The team at this practice demonstrated a helpful and supportive approach throughout my visit.

Repeated surgery cancellations without clear rescheduling

This practice has been disappointing in my experience. I have experienced repeated cancellations of a scheduled procedure over an extended period, with no clear information provided about when it might be rescheduled. The most recent appointment was cancelled with very short notice. Based on my frustration with this situation, I would caution others about choosing this practice.

Reception staff were dismissive and unhelpful

The reception and management team were unhelpful and dismissive. I found their approach to be lacking in empathy and understanding. My interactions with them were unpleasant, and I did not feel supported. Due to these experiences, I have decided to register with a different practice.

Reception staff made repeat prescriptions difficult

The reception team demonstrated behaviour that I found discourteous and unhelpful. It is disappointing that such conduct occurs within an NHS setting. As someone who has been receiving regular repeat prescriptions for many years, I was troubled by what I perceived as an unreasonable refusal to process my medication request, particularly given that these are medications I depend on for my health. I have already escalated my concerns through the appropriate NHS complaints procedure due to the level of service I experienced.

Receptionist was dismissive and appointments hard to find

The reception staff were unhelpful and dismissive. Availability for appointments appears to be consistently limited regardless of when you attempt to book. The overall demeanor and approach to patient inquiries was unwelcoming.

Phone calls dropped before you can answer them

It was difficult to answer the telephone call I had been waiting for throughout the day, particularly given that it took considerable time in the morning to arrange the appointment. The call appeared to ring for only a very brief moment, making it challenging to respond in time. When I contacted the practice later in the day to enquire about the missed call, as I was anticipating a follow-up contact, I found the interaction with the reception staff to be unsatisfactory. I was told the practice would not be calling again. However, I had called immediately after the initial missed call and was assured by another member of staff that a note would be added to my file and that I would receive another call. It appears this note was not recorded, which left me feeling frustrated and unheard. Overall, my experience with the service fell short of what I would have expected.

Phone booking confusion left me turned away at the door

I would rate this experience far lower if possible. I had not visited the practice in over two decades. I was experiencing a significant health issue and was encouraged by family members to seek an appointment. When a family member called at 8am to book, the process was frustrating, with multiple disconnections during the call. Eventually, an appointment time of 3.50 was confirmed. I arrived at 3.30, only to be informed that the appointment was scheduled for 12pm. My family member who made the booking insisted the receptionist had stated 3.50. I asked the reception staff for assistance for several minutes, explaining there appeared to be a miscommunication, but they declined to help. The interaction felt dismissive and lacked any understanding of the situation.

Reception staff could be more patient friendly

Unprofessional conduct from some team members! Lacking in patient consideration and friendliness! The clinical staff were excellent though!

Reception helpful but waiting times could improve

I've consistently been able to secure appointments for my daughter. A couple of years ago, I had an experience where I felt my concerns weren't given adequate attention during a consultation, though I haven't returned to see that clinician since. The other healthcare professionals I've seen have been excellent. The waiting times could be improved, but the administrative team have been supportive and accommodating.

Helpful reception staff made the visit smooth

I have had a wonderful experience at this practice over many years. I don't need to visit frequently, but when I do attend appointments, the staff provide excellent care. Recently I had some routine tests completed, and the reception team were very kind and supportive throughout. The clinician I saw was particularly attentive and helpful, making the visit a positive experience. I would highly recommend this practice.

Consistent care and easy appointment access

My father is a patient at this practice and has consistently received excellent care from the clinical team, nursing staff, and reception team throughout his time here. We have always been able to secure appointments, whether at the surgery or through home visits when needed. The clinical staff take time to develop a clear care plan and actively seek my involvement in discussions about his treatment. My father holds the entire team in high regard for their dedication and compassionate approach to his care.

Reception staff were dismissive and unhelpful

I find waiting for appointments manageable, however the way I was addressed when I finally got through was quite blunt. The administrative staff came across as indifferent and showed little understanding of my situation or willingness to work with me on any issues. I felt let down by this experience, particularly when appointments were cancelled despite my requests for them to be kept. The single star I've given reflects only that the phone was answered at all.

Reception staff were dismissive and unhelpful

The reception and management team displayed a lack of professionalism and courtesy. There was an absence of compassion or understanding shown throughout my interactions. No subsequent contact or support was provided following my visits or procedures. The overall experience was marked by significant disorganisation.

Long phone queues for urgent issues

I rarely leave reviews, but I have been a patient at this practice for many years and my family members have chosen to register elsewhere, though I have remained. My main concern relates to the difficulty in reaching the surgery when I need urgent assistance. My regular medication has not been transferred to my preferred pharmacy and there have been significant delays in getting through by telephone. I am currently dealing with some health challenges and find the phone waiting times extremely frustrating, with the queue seeming to progress very slowly. This experience has been quite disappointing.

Reception staff made a real difference

I have no complaints whatsoever. The practice has provided excellent care, and when I ask to see a clinician, my request is typically accommodated. The front desk team has shown noticeable improvement compared to how things were previously.