Thornbury Medical Centre

Reception staff were dismissive and unhelpful

This medical centre has been disappointing in my experience. The reception team came across as dismissive and unhelpful when I interacted with them. I would consider moving my elderly relatives elsewhere if it were more straightforward to switch practices. The staff could benefit from adopting a more compassionate approach when dealing with patient enquiries, as people typically contact a medical practice because they need assistance rather than for casual conversation.

Reception staff made a real difference to my experience

I have been in contact with this practice on behalf of a family member and have experienced difficulties previously. Recently, I have been working with a member of staff who has been exceptionally helpful. They have demonstrated patience, kindness, and a high level of professionalism throughout our interactions. I also received a call from a clinician who provided excellent support and guidance. Overall, I have noticed a marked improvement in the service provided by this practice, and the team has been very supportive.

Poor communication and disorganised result handling

This GP practice requires significant improvements across multiple areas. The entire experience, from booking appointments to how information is shared, feels problematic. I was asked by my ENT specialist to have an allergy blood test and requested a telephone call once the results were available, but this call never came through. When I contacted the surgery to check on my results, the team seemed unaware of where my blood test had gone. Following several days of back-and-forth contact, I eventually received a call with my results. However, the information provided appeared incomplete and lacked adequate explanation, with several important details omitted. The practice appears to lack organisation throughout, with both internal processes and external communication with patients seeming disconnected and poorly coordinated.

Reception staff showed genuine patience and care

After moving to a new area following marriage, I had concerns about establishing a fresh relationship with a different medical practice. However, I have been pleasantly surprised by the attentive and empathetic approach demonstrated by everyone at the practice. During challenging circumstances, the front desk team have been remarkable in supporting my care. Whether handling routine questions or managing my ongoing medication requests, they have been truly wonderful, and they merit acknowledgement and praise for their exceptional dedication and composure when working with patients who have more complex needs like myself!! SO A SINCERE THANK YOU!!

Couldn't get through on the phone

The service provided fell significantly short of expectations. The practice appears to require substantial improvements and changes. The overall experience was disappointing.

Struggling to book appointments with fewer doctors

Prior to recent times, securing appointments was already challenging due to insufficient medical staff, and the situation has become even more difficult as telephone consultations are now particularly hard to obtain. According to reception staff, the current staffing levels suggest there are proportionally more administrative personnel than clinical practitioners actively working at the practice. This imbalance feels particularly frustrating.

Reception refused to issue prescription for unwell child

After a prescription from a specialist was lost in the post, I was directed to the GP practice for a replacement. Unfortunately, they were unable to assist. I was very disappointed when a member of the administrative team declined to issue antibiotics for my young brother, who was experiencing significant discomfort from a skin condition, stating that this would add to the doctors' workload. I was advised to wait until the following day. I was suggested to request an emergency supply from the pharmacy, though the GP could have issued a prescription. When this proved unsuccessful, I was told to contact out-of-hours services after 6pm. It appears the practice prioritised workload management over providing timely care for a child in pain, resulting in an unnecessary delay and redirection to NHS out-of-hours services for something that could have been resolved quickly at the practice. The out-of-hours clinician was surprised by the situation and provided the prescription immediately. I have noticed a stark contrast between the positive reviews visible online and the experiences shared by people I know locally, which suggests inconsistency in the standard of care provided. The lack of accountability and compassion demonstrated throughout this experience was concerning. I was also troubled by being told to seek care elsewhere if dissatisfied with the service.

Reception staff kept things running smoothly

It's commendable that the practice has continued operating throughout recent challenging times, and credit is due to the entire team, particularly those working on the front desk whose efforts are essential to keeping things running smoothly. While I don't frequently attend appointments, the occasions when I have visited have been excellent experiences.

Reception staff made booking an appointment difficult

The clinical staff were satisfactory, but obtaining an appointment involves an extensive questioning process by front desk personnel who conduct themselves as though they possess medical expertise. The interaction was notably discourteous, dismissive, lacking in empathy and intolerant towards patients. The professionalism displayed by the reception team fell significantly short of expectations. I had received prior cautions about registering at this practice, which I initially disregarded until experiencing the situation firsthand.

Reception staff were dismissive and unhelpful

The reception staff came across as dismissive and impatient with patients. When attempting to address what felt like disrespectful behaviour from certain team members, particularly when language barriers were present, I was accused of making inappropriate comments. It was disappointing that the staff member raising this concern shared similar cultural and religious background, which made the situation feel inconsistent. The existing feedback from other patients appears to reflect similar concerns. It seemed like the interaction could have been handled more constructively rather than resorting to such characterisations.

Efficient and straightforward appointment experience

Competent medical professionals

Felt listened to and well cared for

This practice provides excellent care. The clinical staff demonstrate genuine compassion and understanding in their approach to patient care over the past year. All members of the team, including doctors, nurses, and reception staff, contribute to a positive experience. Well done to the medical centre.

Good local surgery with helpful staff

A satisfactory local medical practice with competent healthcare professionals. It serves as a reliable neighbourhood facility.

Practice keeps going despite tough times

Providing a commendable service in spite of current funding constraints. The weekly social gathering and craft activity is exceptionally welcoming, with the volunteer team demonstrating outstanding dedication to their roles.

Struggled to get through on the phone

The reception team could benefit from improved telephone communication skills.

Friendly staff made me feel welcome

Excellent and welcoming medical professionals and support team members.

Online booking and prescriptions made easy

I updated my rating from 1 to 5 stars because I believe the practice has made genuine improvements to their service. While there remains room for further development, positive changes are evident. The digital platform is excellent, particularly for booking appointments and managing prescriptions online.

Receptionists overstepped with intrusive health questions

I wasn't aware that working as a receptionist at a medical practice required medical qualifications! The reception staff frequently inquire about your symptoms or the reasons behind requested tests. This information shouldn't be necessary for them to know, and it's not really their role to ask. The team came across as rather unwelcoming and dismissive, with an attitude suggesting they'd rather not be there. I'm genuinely puzzled about their motivation for working in this environment. Fair warning to anyone considering registering here: you'll need to provide significantly more identification and paperwork than you would for many other services. We've decided to transfer our entire family to another practice.

Impossible to book an appointment here

Getting an appointment at this practice feels incredibly difficult. The availability seems extremely limited, making it feel nearly impossible to secure a slot.

Reception staff were dismissive and unhelpful

The staff members displayed behaviour that felt unprofessional and discourteous. I observed a clinician in the practice area without appropriate footwear, which suggested a lack of care regarding standards. I found it concerning that the NHS appears to overlook these issues at this establishment. I would recommend considering alternative providers. Additionally, I had a negative experience with one particular clinician whose responses to my concerns were dismissive, often suggesting that issues would resolve naturally over time, which I felt was unhelpful and frustrating.