Brookvale Practice - Ratings and reviews
Reviews
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Review titled Brilliant surgery
Rated 5 stars out of 5
by Jack McLoughlin - Posted on 20 March 2024
Seen my GP on 20/03/2024 they facilitate in every way they can and support me through my hardest times always go above and beyond to care for me. Extremely grateful
Visited March 2024
Review titled Brookvale Practice
Replied on 20 March 2024
Dear Mr McLoughlin Thank you for taking the time to leave your review. We are delighted to receive such positive feedback. I will ensure that your comments are shared with our team. Thank you again for taking the time to leave your review. Kind regards Dawn Jackson Practice Manager
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Review titled Great Practice & Team
Rated 5 stars out of 5
by Louise Ray - Posted on 01 March 2024
Registered with practice last year, recently had to visit them twice in 2 days .Made to feel welcome at practice.Doctor , GP assistant and receptionists been very helpful and informative.Very efficiently arranged me follow up X-rays and blood tests.Kept informed of appointments via messages and phone calls.Can’t fault them.Very impressed with whole service.Thank you to all.
Visited February 2024
Review titled Brookvale Practice
Replied on 04 March 2024
Dear Ms Ray Thank you for taking the time to leave such a positive review of our practice team. I will ensure that your comments are shared with the team. Kind regards Dawn Jackson Practice Manager
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Review titled This practice had to be forced to see my son
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2024
Rang at 8 in the morning got through and was not asked d.o.b or any details I told them my son wasn't well and his illness had changed in the last 24 hours they said emergency only ring 111 they were quite rude then rang 111 who were lovely and tried to help by contacting Brookvale to say my son needed to be seen there today Brookvale practice said they had nothing then another 111 nurse send them a letter over and only then did I get a blunt phone call saying to bring him in but I'll have to just wait as there was no time frame I said thankyou as my son needed to be seen when we arrived the practice was empty apart from a poorly little kid. Sore the doctor after around 40 min which is good to be fair however she said she didn't want to give my son antibiotics and that he should go to triage for X-ray as his ribs were sore from coughing took my son 8 hours wait and low and behold my son needed antibiotics for a chest infection and inflamed ribs. I thought a and e was for emergencies not the doctors surgery I can never get an appointment at this surgery unless it's an emergency I myself have a lot of medical needs that need addressing but can't get a routine appointment anymore. My son needed an appointment but was fobbed off to 111 then fobbed off to the hospital for something that could have been dealt with in a 10 min appointment the ane doctor said that all he needed was antibiotics from the doctors and this is why ane is so overwhelmed terrible service on this occasion really is On that note I would say my previous experience with the practice on getting an appointment for my child has been good however it seems when your turn 16 you can't be seen unless it's an emergency id like to know what we are meant to do ane tells us don't come unless emergency but the doctor tells us they only have emergency appointments what about normal illnesses that people have like a chest infection what are we supposed to do
Visited February 2024
Review titled Brookvale Practice
Replied on 08 February 2024
Dear Anonymous I am sorry to hear that you are unhappy with the level of service provided by the practice on this occasion. If you would like to contact me to discuss your concerns I will be able to investigate further. My working days are Monday- Thursday. Kind regards Dawn Jackson Practice Manager
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Review titled Phone call
Rated 3 stars out of 5
by Christine Atkinson - Posted on 01 March 2024
I rang drs at 8am for a phone call from dr as I was advised by hospital I had to speak to my dr about slowly coming off my medication ready for going in for surgery got through at 8.25 am said I was 2nd in queue then line went dead phoned again got through at 8.50 am was told they had nothing explaining I only needed to talk about meds she said got nothing and put phone down on me so rude my son rang then to complain about phone being put down on me twice he was told take me a&e that’s not for medication review and receptionist also said they would never put phone down on me which was lie as it was twice I’ve been with this surgery since 1978 and never known it this bad
Visited February 2024
Review titled Brookvale Practice
Replied on 04 March 2024
Dear Ms Atkinson I am sorry to hear that you experienced difficulty in getting through to the practice on the telephone . We do offer a call back facility which enables patients to request a call back without repeatedly having to call the practice or remain on the line. Please let me know as soon as possible if this option was not made available to you. I apologise if other options were not made available to you such as an appointment with our Clinical Pharmacist and would ask that you contact me direct to provide me with more details to enable me to investigate your concerns further. My working days are Monday - Thursday 9.00am - 18.00pm Kind regards Dawn Jackson Practice Manager
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Review titled Poor
Rated 2 stars out of 5
by Julie Smith - Posted on 19 February 2024
I deal with my dad's medication because he is housebound I phoned doctors up to order his medication because i can't get out because am having problems with my knees all I kept on getting from receptionist is we can't do it over the phone i said i know but what am I supposed to do when I can't get out and me dad is housebound I said he will have to go without his medication I did ask to speak to dr she said no she kept asking me if anyone else can call to doctors I said there is only me and the phone went off i would just like to know what does someone housebound supposed to do.
Visited February 2024
Review titled Brookvale Practice
Replied on 27 February 2024
Dear Ms Smith Thank you for taking the time to leave your review. I apologise for the inconvenience in ordering your Dads prescription. We tried to give as much notice in advance to our patients that we would no longer be taking prescription requests over the telephone from 01.02.2024 and we apologise if this has not been the case. Patients can request medication using online access, in writing or using the prescription counterfoil and placed in the prescription box at reception. Our staff are happy to assist in setting up patient access. If patients are unable to request medication using any of the above methods we advise that they contact the practice, alternatively they may be suitable for a local pharmacy to order on their behalf. Can I please ask that you contact me to provide me with more information to enable me to investigate why the phone went off. Please contact the practice if you are still experiencing problems when ordering medication. Kind regards Dawn Jackson Practice Manager
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Review titled Absolute disgrace of a practice
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
Hung up on after 9 mins then waited another 27 mins to be told only taking medical emergencies now for appts - surely If it’s a medical emergency then it’s a hospital requirement. Managed to get gp extra appt for 2 weeks time only because I asked for one. This practice in my opinion has gone downhill since Covid are there even doctors there anymore? Receptionist don’t listen when I told them I have been complaining about my problem For a while now she asked if this was a new problem.
Visited January 2024
Review titled Brookvale Practice
Replied on 22 January 2024
Dear Anonymous We are sorry to hear that you are unhappy with the level of service provided by the practice and that you waited for 27 minutes on the telephone. From 21st December 2023 we have been able to offer the facility of a “call back service” which gives patients the option to request a call back from the practice without remaining on the telephone. Please let me know as soon as possible if this option was not made available to you. Due to the high number of patients not attending GP appointments we have restricted the timescale for patients to pre book appointments to 2 weeks in advance. For patient safety once all the appointments have been filled, we work to an urgent list criteria please be assured this criteria does not require hospital attendance. We also offer several alternative options such as online access which allows patients to book check or cancel appointments online and patients can contact the practice via PATCHS which is an online consultation service accessible via our website for non-urgent queries that do not need an immediate response. We aim to provide a response within 2 days. Unfortunately, there are occasions when there may be a delay however, patients are informed to contact the practice if they haven’t received a response within 48 hours. We offer Enhanced Access which provides access outside our core hours on specific days from 7.30am or 18.30pm. Our receptionists can sign post patients to GP Extra and I am sorry that you were not offered this option initially. If you would like to contact me to discuss I will be able to investigate further. I can confirm that we have ten GP’s working at the practice however they do not all work full time. Kind regards Dawn Jackson Practice Manager
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Review titled Fantastic Pracice
Rated 5 stars out of 5
by Anonymous - Posted on 08 January 2024
This practice is head and shoulders over and above any other practice I have been with. They are so friendly, yet professional, nothing is too much trouble for any of them
Visited January 2024
Review titled Brookvale Practice
Replied on 18 January 2024
Thank you for taking the time to leave your review, we are delighted to receive such positive comments and I will ensure that your review is shared with our team.
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Review titled Medication reviews
Rated 3 stars out of 5
by SReid - Posted on 04 December 2023
On applying for a repeat prescription I received a text informing me that if I did not instigate a meds review my medication would be reduced, which it has, to 4 weeks supply instead of 12 weeks. It has never been my responsibility to initiate a meds review, I have always had a letter asking me to make an appointment and have bloods and urine tested. I view myself as a model patient who has never missed a meds review which is always with the practice nurse nor do I attend the surgery for an appointment unless absolutely necessary. I am confused as to why my supply of meds has been reduced. I requested an appointment immediately after receiving the text but was told none were available. The practice is creating a catch 22 situation whereby yours meds are reduced but you are unable to make an appointment for a meds review.This situation causes needless stress and is quite frankly abysmal. I have been attending meds reviews regularly for years without any problems therefore I need an explanation as to why these changes have occurred. After insisting on having an appointment with the practice nurse I finally have one on the 12 December which was no mean feat let me tell you !! This should not be the case, it’s akin to going into battle. I have more to do than chase for meds review appointments and don’t see why my meds are reduced when I attend all reviews,I feel as though I am being penalised for nothing Stephen James Reid
Visited December 2023
Review titled Brookvale Practice
Replied on 12 December 2023
Dear Mr Reid Thank you for taking the time to leave your review. I apologise that you are unhappy that your medication has been reduced. It is imperative that patients attend reviews and we send reminders either by text message, letter or telephone, informing patients that their medication supply may be reduced in the interim. I can assure you that reducing supplies is for safety reasons and not to penalise patients. I am sorry that you were unable to make an appointment when you telephoned the surgery, we do also have the facility to book appointments online which may be more convenient for you. Please contact me should you wish to discuss your comments further. Kind regards Dawn Jackson Practice Manager
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Review titled Flu clinic
Rated 5 stars out of 5
by Ian Bebbington - Posted on 09 October 2023
I would like to thank all involved with last Saturday flu clinic at Brookvale. It was a well run slick clinic also offering the latest covid jabs as well !! Meet with smiles even if they had to work on a Saturday!! Well done!!
Visited October 2023
Review titled Brookvale Practice
Replied on 17 October 2023
Dear Mr Bebbington Thank you for taking the time to leave your review. Our staff volunteered to work on Saturday to ensure that our patients received their vaccines in a timely manner with minimal disruption to the day to day running of the practice. We are delighted to receive such positive feedback and I will ensure that your review is shared with our team. Thank you again Kind regards Dawn Jackson Practice Manager
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
I have waited for a prescription for two weeks and have now ran out. The receptionist was very rude to me and spoke like a robot , repeating the same phrase again and again , through no fault of my own my prescription wasn’t down twice and the receptionist still kept saying ‘it’ll be 72 hours as it’s not an urgent medication’ , no empathy, no promise to try and get it sooner, no care basically and then very very rude
Visited August 2023
Review titled Brookvale Practice
Replied on 14 September 2023
Thank you for taking the time to leave your feedback. We pride ourselves on delivering a quality service and I am disappointed to hear that this has not been the case in this instance. Our staff are trained to be polite, respectful, and compassionate and I apologise that his was not the service that you received. We have a criteria of medications that can be included on the urgent list and I would ask that you contact me directly so that I can investigate this matter in more detail. Kind regards Dawn Jackson Practice Manager