Bridgeway Practice - Ratings and reviews
Reviews
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Review titled Consistently terrible, avoid at all costs.
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
An awful experience. The administrative staff are obstructive to the point of hostility, the appointments system is actively hostile (in person appointments can only be booked on the day by calling in one of two extremely narrow windows, it is impossible to plan ahead if you need any kind of physical examination). The doctors are dismissive and patronising. I have been repeatedly lied to, refused treatment, refused referrals, berated, talked down to, dismissed and mistreated. I have never been able to recieve the care I need straighforwardly, always having to fight through multiple appointments and extended clashes with the administrative staff to get anything. I am currently compiling a complaint against the practice through a patient advocacy group and preparing to move to a new GP. I cannot in good concience recommend anybody register with or attend this surgery.
Visited August 2023
Review titled Bridgeway Practice
Replied on 28 December 2023
Dear Patient Thank you for providing feedback via NHS Choices. As a surgery we appreciate feedback of any type, as we are always looking for ways to improve our patients experience with us. I apologise for the awful experience you had with us. Unfortunately as you have posted anonymously, I am unable to look into your allegations. If you would like to discuss this direct with me, I am more than happy to speak to you. Please call the surgery and ask for myself, Sara Atkinson & we can make a convenient appointment. We changed our appointment booking system in line with the new NHS guidelines in August 2023 and no longer offer morning & afternoon appointments separately. All our appointments open during our opening hours of 8.00am - 6.30pm. Patients can either come into the surgery at 8am or telephone us to make an appointment for that day for a GP. We do not feel that our appointment system is actively hostile, as this is the preferred method by the majority of our patients & is used by the majority of GP surgeries around Nottingham. In the past we have offered 3 day & 5 day in advance GP appointments - however we ceased offering these due to patients asking for same day appointments & for the high volume of patients who simply did not turn up for their appointments when booked in advance. This costs the NHS millions of pounds each and every year. We have received positive feedback from patients about the same day appointment system. However, we do understand that this will not fit in with everyone's lifestyle & does not suit everyone. We actively keep looking at new ways to offer appointments - We now offer 2 weeks in advance on-line appointments, a mixture of telephone and face to face appointments, and very soon will be offering video consultations. Regarding your comments about our Doctors. Without knowing the details of your interactions, I am somewhat tied in my responses. However you have made some serious allegations & whilst I always like to be able to deal with complaints direct with the patient, you have chosen to voice your concerns elsewhere, therefore I do recommend you take your complaint to: Patient Experience Team Nottingham and Nottinghamshire ICB Civic Centre Arnot Hill Park Nottingham Road Arnold Nottingham NG5 6LU Tel: 0115 8839570 Email: nnicb-nn.patientexperience@nhs.net We do not like to lose patients from our list, but it is every patients right to be able to register with a local surgery of their choice. I would still like to be able to discuss your accusations with you and would still urge you to contact me on 0115 9861128, even if you just would like to know what is happening with your referral. I hope that I have been able to explain slightly about our appointments and referral systems, but if you would like to speak to me please do ring me. Sara Atkinson - Practice Manager