Liberty Bridge Road Practice
one year ago MF
Maíra F. one year ago • From Google
Bad
Our experience at this practice has been consistently disappointing, characterised by extended waiting times, delayed appointment availability, and rushed consultations that felt dismissive of our concerns. Today, however, represented a particularly frustrating turning point. As parents of a young child with a recent respiratory diagnosis and ongoing symptoms persisting for several months, we anticipated receiving at least basic support and reliable guidance from our GP practice — unfortunately, we did not. Several weeks prior, we were advised that advance bookings were not available and that we should contact the practice early on the day our child required an appointment. Following this instruction, we called at 8:30 AM after a difficult night. What ensued was a deeply frustrating experience involving contradictory information, unhelpful responses, and what felt like a dismissal of our child's health concerns. Despite our child's medical history clearly documenting respiratory issues, the receptionists we spoke with insisted we complete an online consultation — a requirement we had never encountered for our child previously. We explained our child's condition and that we had both arranged to take time off work to attend an in-person appointment, as we had been instructed by the practice itself. Nevertheless, we were refused assistance. When we expressed genuine concern and requested a same-day appointment, we were told the earliest available was the following day. We reiterated that our child's symptoms — particularly coughing and breathing difficulties — typically worsen during nighttime hours, but this information appeared to be disregarded. We were advised that if we held serious concerns, we should attend A&E or call emergency services — and the call was then terminated. This situation is deeply troubling. The practice appears disorganised, with inconsistent information provided by different staff members, and the apparent lack of compassion toward a unwell child raises significant concerns about the standard of care being delivered. The NHS represents a vital institution, and we value its existence. However, experiences like this one suggest that inefficiencies within individual practices can create unnecessary difficulties and obstruct access to care that should be straightforward with proper staff coordination. We are seriously contemplating changing practices and pursuing this matter through formal channels, as this standard of service does not feel appropriate — particularly for vulnerable young patients. UPDATE: Following this review and submitting a formal complaint, we proceeded with the online consultation. The response stated that safe assessment could not be completed through this method and that we needed to speak with someone in person that same day. Experiences like this demonstrate how such interactions contribute to broader inefficiencies within the NHS.
We’re sorry to hear you're unhappy with the service provided. According to our records, your son was seen by the ANP today, and a follow-up has been booked for Thursday 24th with the same clinician. When you called requesting a same-day appointment, the receptionist discussed your son's condition with the Lead GP, who advised booking him in for today, which was initially declined. As you’ve raised this as a complaint, it will be handled in line with our complaints policy. As requested I will call you to discuss the issues you have raised, if there is a specific time to call you please email me the details at [email protected] Kind regards Jess Kaur - Practice Manager
Paolo C.