Thornbury Medical Centre

Reception staff didn't listen to my concerns

I found this practice to be significantly below standard. Appointments frequently run behind schedule, and the reception team's manner was unwelcoming, dismissive, and inattentive to patient concerns. While I had positive experiences with a couple of clinicians, the majority of the medical staff came across as discourteous and fell short of professional standards. The overall conduct of both clinical and administrative teams requires substantial improvement and greater professionalism. When attempting to discuss health matters or concerns, I felt my points were not properly understood or acknowledged. The consultation experience was rushed, and I perceived the approach to be dismissive and lacking in courtesy. I would hope to see meaningful changes at this practice in the future.

New management brought positive changes to surgery

I am a carer for a family member and the service received from this practice has been excellent. The recent changes at the practice have been very positive, with new personnel and leadership making a good impression. The standard of care continues to be commendable.

Staff won't listen to your concerns

I found it difficult to receive clear explanations regarding my health concerns. With multiple ongoing health issues, I felt the practice was not adequately attentive to my needs. I experienced instances where blood samples appeared to go missing. Over a three-year period, my appointments were primarily with nursing staff rather than medical practitioners. Medication adjustments were made, though I questioned whether these decisions were well-informed. Throughout more than five years, I was referred to a specialist only once, which I felt was insufficient and may have contributed to requiring surgical intervention later. The appointment scheduling system proved frustrating and difficult to navigate. I experienced interactions where staff seemed dismissive of my concerns and appeared to attribute responsibility to me. I would recommend considering alternative healthcare providers. My confidence in the quality of care provided was significantly undermined.

Phone queue delays made getting urgent referral stressful

I have had ongoing concerns about my experiences at this practice. Several months ago, when my child was unwell, the assessment suggested a possible nappy rash and potential chest infection, resulting in a prescription for antibiotics. I chose not to administer this medication as I felt it was not the appropriate course of action, and subsequent events supported my decision. More recently, I experienced difficulties when seeking a referral during early pregnancy. The process of obtaining this referral involved an extended phone call lasting approximately three hours, during which I found the administrative support to be unhelpful and frustrating. Although I eventually received the scan I needed, the experience was marked by considerable unnecessary stress. I felt the service lacked professionalism and clear communication throughout. I am currently exploring alternative healthcare arrangements.

Receptionists made phone appointments unnecessarily difficult

I rarely leave reviews, but felt compelled to share my experience with this practice. During my two years as a patient, I found the reception team challenging to work with. While not all staff members were difficult, there was one individual in a senior position whose demeanor seemed to create an uncomfortable atmosphere for colleagues. Scheduling appointments by telephone proved frustrating, and on several occasions, reception staff appeared to offer medical opinions rather than simply booking consultations. When I brought my child in for an initial assessment regarding developmental concerns, the clinician's brief evaluation and reassurance that everything appeared normal left me feeling unheard, particularly given the complexity of identifying certain conditions. More concerning was my experience with recent blood work. The practice informed me my results were unremarkable, yet when I transferred to a different surgery and had my results reviewed by another clinician, I was informed of several nutritional deficiencies that had not been flagged previously. Throughout my time at the practice, I felt the clinician I saw regularly offered minimal engagement during appointments, appearing to quickly validate my concerns without thorough consideration, seemingly prioritizing efficiency over attentive care.

Reception staff weren't very helpful

The reception team's customer service fell short of expectations.

Long wait on phone, then turned away

I have been attempting to schedule an appointment for significant headache and chest discomfort. After waiting approximately 40-45 minutes on hold, when asked about my symptoms, I was informed that no appointments were available and was directed to contact the alternative service. No alternative arrangements such as a telephone consultation were offered. I have called repeatedly throughout the past week, only to receive the same response each time.

Receptionists and staff genuinely want to help

Excellent medical centre 👍👌👏 I visited here by chance and I can genuinely say that every member of staff I've encountered, from the front desk team to the clinical staff, are all incredibly compassionate and considerate. They consistently make efforts to support you in the best way possible. The clinical practitioners deserve particular mention – they take their time with you, pay close attention to what you're saying, and never make you feel like you're imposing. 💯 Highly recommend. Thank you all ♥️ Tip* Always treat the reception team with courtesy – they're your first point of contact and they genuinely want to assist you.😊

Helpful practice that really listens

A highly beneficial and encouraging medical facility.

Repeat prescriptions require constant chasing and reordering

The primary purpose of my registration at this practice is to obtain my regular medication refills. Unfortunately, this process has become problematic each month. I have previously used the Well app successfully with two different practices over the past 5 years, receiving my medications punctually without complications. Since registering with my current practice, the prescription system has proven frustrating. While I understand that manual requests are required rather than automatic processing, the consistent failure to approve prescriptions within the designated timeframe means they expire, forcing me to resubmit and wait again. This cycle repeatedly leaves me without access to my medication for extended periods.

Phone lines weren't ready at opening time

The answer phone message at 08.31 indicates the medical centre is closed, yet states opening hours begin at 08.00 am. I attended the surgery on a weekday and was instructed to telephone on Monday morning at 8am to arrange an appointment. However, this creates a difficulty as the phone line remains on the answer phone during the specified time slot for making the booking.

Phone staff attitude made booking impossible

Terrible experience at this medical centre. The reception staff displayed unhelpful and dismissive behaviour, and obtaining appointments proved extremely difficult. Whenever I required medical attention, I found myself having to seek alternative services elsewhere. I have made complaints about the standard of service at this facility.

Helpful staff who actually listened to me

I had a positive experience at this practice. The team members were very supportive and the clinicians demonstrated genuine care and commitment to assisting patients with their needs.

Reception staff attitude made me feel unwelcome

The reception team could benefit from additional training and support. Their approach sometimes makes patients feel like a burden, which can be particularly challenging for those managing mental health concerns. This situation is frustrating, as previous feedback doesn't appear to have resulted in noticeable improvements.

Couldn't get the help I needed

This practice in the area does not meet my expectations for the level of care I would hope to receive from a GP surgery.

Unhurried care that actually listens

I've received a couple of follow-up consultations regarding different health matters. The clinician demonstrated genuine compassion and took time to thoroughly address my concerns without appearing hurried.

Dismissed concerns until problem was found elsewhere

I have been struggling since my surgical procedure, experiencing various physical symptoms that have been concerning to me. I have made several attempts to contact the practice for assistance. The assessments carried out have been quite basic, and I was told there were no apparent issues. However, I was informed that if I continued to seek help, my concerns might be viewed as excessive worry about my health. It has since become clear that my symptoms were linked to a nutritional deficiency. I feel let down by the entire practice, including all staff members. I have decided to register with a different GP surgery. I would encourage others to carefully consider their healthcare choices.

Impossible to reach by phone

It is extremely difficult to reach this practice by telephone. Extended wait times are common, and calls are frequently disconnected before speaking to someone. Booking an appointment proves to be a challenging process overall.

Reception staff were dismissive and unhelpful

I had a very negative experience at this practice. The reception team came across as unwelcoming, and I felt the clinical staff did not give me adequate attention to my concerns. There were also issues with telephone appointment reliability and follow-up communication, which I found frustrating. When I attempted to reconnect, I received explanations that did not satisfy me, and the interaction felt dismissive. I would not feel comfortable recommending this practice to others based on my visit.

Slow letter request process and poor follow-through

I found the service to be disappointing and frustrating. There were inconsistencies in what I was told, with staff seeming to contradict themselves later. I requested a straightforward document to be prepared, and was informed it would be completed within a week. However, after four weeks, nothing had been started. I was concerned about the low ratings this practice has received and questioned whether management was aware of or addressing these issues.