Brampton Medical Practice - Ratings and reviews
Reviews
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Review titled Horrendous
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
The phones just ring out. Went in to try and get an appointment to be told there is a 'problem' with the phones, yet you can see all the calls flashing up and noone is answering them. Strange the surgery itself isn't busy when you go inside, hardly any patients waiting but there are no available appointments for weeks. I had to book an appointment through 111 and ended up with a lung infection, which I then needed a follow up appointment as the antibiotics didn't work. Was told had to go through 111 again, no wonder A&Es are flat out. Reception staff extremely rude and condescending, no care or respect for patients. Don't no what's happened to this practice as years ago it used to be amazing.
Visited February 2024
Review titled Brampton Medical Practice
Replied on 19 March 2024
Dear patient, Thank you for taking the time to post feedback. I am sorry to hear of your recent experience. The lights flashing on the phone doesn't mean no one else is answering the calls just a call is available to answer on that line. We have receptionists answering phones in various locations to limit the calls taken by the front desk. We do have to cap the capacity of appointments to protect the safety of our patients and staff and patients and sometimes you may be direct a patient to alternative appropriate services. If you would like to make a complaint via our website I can address your specific concerns. Regards, Hannah Crawford Practice Manager
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Review titled Near impossible to contact
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2023
I appreciate that the NHS is having issues but it took over three hours on three separate calls before I could speak to someone. Even once you've made your way though the half hour long phone queue the phone is just left to ring for several minutes before anyone picks up(!)
Visited December 2023
Review titled Brampton Medical Practice
Replied on 07 December 2023
Dear Patient, I'm sorry to read of your frustrations when trying to call the practice. Thank you for taking the time to provide feedback. We have been short-staffed lately in reception and with an increase in calls this has created long delays in calls being answered. However, we have recruited 2 additional staff in reception. Also in the next 2 weeks, we will have additional external phone support each morning. With a phone system upgrade currently being arranged we do hope these changes will improve your experience when contacting the practice. We appreciate your patience. Regards, Hannah Crawford. Practice Manager
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Review titled Impossible to get through to them
Rated 2 stars out of 5
by Adrian - Posted on 12 December 2023
I have been trying to contact the Practice. You are put in a queue and after about half an hour of waiting you simply get cut off! On other occasions when you've selected 'reception' you just get an engaged tone. It is impossible to get through. Disrespectful to patients and absolutely useless.
Visited November 2023
Review titled Brampton Medical Practice
Replied on 19 March 2024
Dear Adrian, Thank you for your feedback, I am sorry to hear of this experience. Hopefully, this has improved since this review as we now have additional phone support. We are also in the process of changing our phone system to improve the patient experience. Regards, Hannah Crawford. Practice Manager
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Review titled Impossible to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 27 November 2023
I tries 4 times today to get an appointment over the telephone. Every single time I was put in a queue. I don't have an issue with that as all GP practices will be busy. However, my queue position started as 6th in line each time I called, and then, when I reached position 2, I got looped back to psition 6 i.e. back to the beginning. After holding and getting repeatedly loped back for over 40 minutes each time I called I gave up. I also tried booking online (I have registered for access to this facility), but when I attempted to access the appointment booking system via the link on the Brampton Medical Practice website (i.e. by first logging onto the patientaccess website) it failed to load. I tried on 2 other devices, on 4G, on WiFi, and via a different WiFi in another location, and all failed. So, It's not possible book an appointment on the phone as the system just loops you back to the start of the queue, and it's not possible to book online as the link doesn't load. Good job I didn't need a same day appointment.
Visited November 2023
Review titled Brampton Medical Practice
Replied on 29 November 2023
Dear Patient, I am sorry to hear of your frustrations with booking an appointment. We have been short-staffed recently which limits the number of calls that can be answered however in the next 4 weeks we will have additional staff on phones from 8 am daily. This maybe a reason for the calls looping due to phone cover however I have fed this back to our phone provider in case there is an issue. We are upgrading our phone systems in the next month also which should improve access. I would suggest checking with our reception team regarding your online access as you may need your link reset. In the meantime you could pop into the sites in Brampton where our reception team will be happy to help if this is convenient for you. Thank you for your feedback which helps us improve as a practice. Regards, Hannah Crawford. Practice Manager
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Review titled Getting seen is difficult
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
I called for an appointment with a nurse on 15 May, booked into next available appointment on 1 June. But on 1 June I received a text saying appointment cancelled due to staff sickness, whilst this can't be helped a new appt was weeks away again so in discussion I was offered a telephone consultation sooner as I struggling quite a lot, this was booked for 5 June. Morning of 5 June the telephone appointment, booked because I was struggling emotionally, was cancelled by text and new appointment offered for 27 June!! I called surgery, explained the situation again, and requested the telephone consultation be rebooked but was told no phone calls available and couldn't rebook the one they cancelled. At this point I broke down in tears, explained that I was really struggling to cope and needed help but was told that telephone consultations were only for emergencies but if I could travel I could be seen at another branch on 12 June. This is at least sooner than the 27th but is still a month after initially trying to get seen and not ideal. As this is the second time I have had issues with getting an appointment I thought I would leave a review. The last time I got seen by emailing the practice for advice after multiple calls trying to get an appointment were unsuccessful.....on this occasion the craziest thing was the GP telling me that I should have come sooner!!!! Anyway, I used to live in the north east and I have never experienced such a debacle/delay to be seen so I thought I would leave a review.
Visited June 2023
Review titled Brampton Medical Practice
Replied on 09 June 2023
Dear Patient, Thank you for you feedback. I'm sorry to hear of the ongoing frustrations you are having booking an appointment. I am not clear if this is a nurse or GP appointment or both. Online access maybe helpful so you can book at your convenience. This can be arranged via our reception team to book GP appointments, review results, order meds, etc. We have increased GP appointments over the last month but with demand also increasing appointments can book quickly. Sometimes you maybe signposted by reception to support other than a GP to ensure your managed appropriately. Please do not hesitate to contact me at the practice if you wish to discuss further. Regards, Hannah Crawford, Practice Manager
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Review titled Great GP's and lovely hard working Practice
Rated 5 stars out of 5
by Anonymous - Posted on 29 April 2023
I have been with Brampton medical now for about 15 years, i have never had a bad experience with them, the GP's that I have seen have always taken there time, listened and helped!
Visited February 2023
Review titled Brampton Medical Practice
Replied on 04 May 2023
Dear patient, thank you for taking the time to provide feedback. We do hope you continue to receive the same standard of service for many years to come. I will ensure this feedback is shared with our team. Thank you, Hannah Crawford, Practice Manager.