Brocklebank Group Practice - Ratings and reviews
Reviews
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Review titled eConsult great waste of time!!!
Rated 3 stars out of 5
by Rumiana - Posted on 26 October 2023
I tried to "book" an appointment through the eConsult system, absolute waste of time- I was only trying to get an appointment with the physio! After wasting my time with circular algorithms, the thing told me I could go no further and need to speak to a person. Off I went to call reception, only to be on hold for 50minutes at ' You are fifth in line". I then emailed reception and asked for a callback, specifying that I'd like an appointment with the physio preferably before 9am as I had no luck booking via telephone and the eConsult system. All I got was a robotic response that I need to call or use the eConsult system. Absolutely abysmal! Considering I have seen that the practice literally waits for people to ring at the door for their 8.10am appointments ( thus making them late, and in turn, making all appointments delayed for the day), it seems "efficiencies" through external apps and systems are making things worse.
Visited October 2023
Brocklebank Group Practice has not yet replied.
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Review titled Smear test harrassment
Rated 3 stars out of 5
by Anonymous - Posted on 27 October 2023
Despite opting out of the cervical screening program following an informed decision, I've been really disappointed to receive 9 text messages in the space of just 4 months instructing me to book this test over the summer. This is completely unacceptable and fails to recognise the many valid reasons women give to opt out. Clearly the opt out process doesn't work and there is a glitch in the system somewhere. Regardless, there is no acceptable explanation for bombarding women with instructions (just 4 days apart) to undergo such an invasive examination but it is particularly poor that this practice does not respect women's right to informed consent and their decision to opt out.
Visited September 2023
Review titled Brocklebank Group Practice
Replied on 30 October 2023
Dear Patient, Thank you so much for your feedback. My name is Sue O'Donnell and part of my role is to investigate complaints about our practice. I am so sorry for the problems you have had in receiving invitations for cervical smears having opted out of the program. I would very much like to investigate why this has happened as we have a very clear opt-out procedure which does respect the rights of patients to opt-out of any program. In order to investigate this properly, I would need to know who you are so I can check our register for your opt-out notification. Please could you contact the surgery by email swlicb.bbgpadmin@nhs.net and mark for attention of Sue O'Donnell and I will look at this matter immediately. Many thanks
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Review titled Always been excellent
Rated 5 stars out of 5
by Alex - Posted on 19 October 2023
Honestly feel I won the postcode lottery being in the catchment area of this practice. The staff are always professional and helpful, and the service is excellent.
Visited August 2023
Review titled Brocklebank Group Practice
Replied on 30 October 2023
Dear Alex, Thank you so much for your positive feedback, it is always uplifting for the entire team to be recognised for a job well done so we appreciate you taking the time to do this. I will ensure that all the staff groups get to hear of this at our weekly meetings. With thanks Sue O'Donnell, Business Manager
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Review titled GP Appointments
Rated 5 stars out of 5
by Anonymous - Posted on 09 September 2022
I have noticed that when we are seeing the Doctor, and they make another appointment in their system, we do not receive any slip to confirm our appointment date and times, but are expected to remember the date and time. It would be helpful if we can receive a printed slip of next appointment so we don't forget. Can I also recommend that with the online appointment booking service that as well as booking appointments, we can also see what future appointments are already booked with us and with whom. Both suggestions will be helpful for the patient and also for Brocklebank to reduce the number of missed appointments.
Visited September 2022
Review titled Brocklebank Group Practice
Replied on 21 September 2022
Dear Patient, Thank you for your feedback on printed reminders when an appointment is made by a doctor. It is true that when seeing a doctor they will not print off appointment slips, this is because most appointments are arranged by reception who do have appointment label printers. The doctors do not have these but if you want a print of your appointment, staff a reception will be happy to print one for you. All appointments made in advance also have a text reminder sent 24 hours before the appointment day and time. The online system does actually show you any future appointments booked if you are using the app. You will be able to find details of any booked appointments in the Your appointments section of the Patient Access App or if you are using the NHS App future appointments can be found in the Appointments section. If you do not have access via either of these again staff at Reception would be happy to print off future appointments which have been booked for you. I do hope that this helps and thank you for taking the time to feedback to the practice.
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Review titled Very Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 22 July 2022
I called the GP for making an appointment. After waiting for 30 mins, someone answered my call. Instead of telling me the available appointment dates, I was asked to call next Monday again to book an appointment. It is totally unacceptable!
Visited July 2022
Review titled Brocklebank Group Practice
Replied on 25 July 2022
Dear Patient Thank you for your feedback regarding booking an appointment, I am sorry that you were unable to make an appointment. Paer of my role as Business Manager is to review all complaints and I would like to look at what you have said but I cannot investigate without more information. I need to know when you called, what time of day was it, our care navigators usually say their name when answering,. Staff will ask what the nature of your problem is so that they will be able to direct you towards the right service, this might be a GP or a nurse or a clinical pharmacist or another member of our team. Calls are assessed to decide who needs to be seen in person by one of the team or if it could be done via video or telephone consultation. I did notice that your complaint was posted on a Saturday and I do need to make clear that while we have Saturday appointments available, there need to be booked in advance and we have no phone service on a Saturday. If you can provide the information requested to bbgp.admin@nhs.net it will be passed to me confidentially and I will investigate your specific issue. Sue O'Donnell