The Bloomsbury Surgery - Ratings and reviews
Reviews
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Review titled 'The Bloomsbury Surgery' doesn't care about patients!
Rated 1 star out of 5
by Joe - Posted on 21 September 2023
Suffering from medical condition and in significant pain, I have been attempting to get an appointment with this surgery for one year now. But... it's not possible! Even if I visit the surgery in person, they say the only way to make an appointment is via their e-booking system. The e-booking system is difficult to use. There is no follow up. Only 'appointment' I've been able to get, after trying four times, was a 5 minute long telephone call with a nurse! As for getting an appointment with any GP here, forget it! The distress The Bloomsbury Service have made me suffer over the last year nobody knows. Their staff couldn't care less. I agree with the other reviewers, this medical practice is not fit for purpose. Shame on you for treating vulnerable patients so appallingly!
Visited September 2023
Review titled The Bloomsbury Surgery
Replied on 21 September 2023
Dear Joe Sorry to read your review. Just to correct a few inaccuracies. We offer same day appointments with the most appropriate clinician. It is unclear why you say you have been trying to get an appointment for a year. Our staff will always help you complete a triage form. We run a total triage system which is in keeping with the NHS access recovery plan. We do not have any nurses. You will have spoken to a GP, pharmacist or physician associate. In future if you are having difficulty with any aspect of our service, please speak to our practice manager who will be happy to help.
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Review titled This GP practice provides terrible customer service
Rated 1 star out of 5
by Anonymous - Posted on 19 September 2023
Suffering from cancer and is significant pain, I have been attempting to get an appointment with this surgery for one year now. But... it's not possible! Even if I visit the surgery in person, they say the only way to make an appointment is via their e-booking system. The e-booking system is difficult to use. There is no follow up. Only 'appointment' I've been able to get, after trying four times, was a 5 minute long telephone call with a nurse! As for getting an appointment with any GP here, forget it! The distress The Bloomsbury Service have made me suffer over the last year nobody knows. Their staff couldn't care less. I agree with the other reviewers, this medical practice is not fit for purpose. Shame on you for treating vulnerable patients so appallingly!
Visited August 2023
The Bloomsbury Surgery has not yet replied.
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Review titled Great Practice
Rated 5 stars out of 5
by Josh - Posted on 11 April 2023
Having filled in the online appointments document on the website, I was phoned by a GP within twenty minutes and invited into the practice the same day. Initially I saw the physicians associate who was kind, courteous and professional. She then called in a GP for a second opinion. She was reassuring, listened to my questions and gave me honest and easy to understand answers. A great practice and a credit to the NHS.
Visited April 2023
Review titled The Bloomsbury Surgery
Replied on 12 April 2023
Dear Josh Thank you so much for taking the time to post this. Your kind words mean a lot in these hard times and have been shared with the team.
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Review titled Awful surgery - curt and callous receptionists and doctors
Rated 1 star out of 5
by Jane - Posted on 13 February 2023
I have yet to come across a GP surgery that is as inefficient, unreliable and disrespectful towards patients as The Bloomsbury Practice is. Neither the receptionists nor the doctors care the slightest about patients. Receptionists are often huddled together in a corner and gossiping with each other. They ignore patients. The doctors are mostly part-timers and regularly changing. More often than not they are on holiday. This practice employs an incredibly inefficient online system to deter patients from contacting them by making it as time-consuming as possible for them to get in touch. The practice won't deal with matters over the phone and doesn't have any form of walk-in surgery option. For that reason, you are usually left pulling your hair out trying to get your medical problem dealt with! I have probably been inside 30 or 40 GP surgeries in my life, but none of them look as bedraggled and unwelcoming as this one. For instance, there are cardboard boxes always littering the place. The place is tatty, untidy and looks antiquated.
Visited February 2023
Review titled The Bloomsbury Surgery
Replied on 13 February 2023
Dear Jane Thank you for your feedback and sorry to read this. We have a complaints procedure via our website where we can address your concerns more thoroughly. All our staff are regular members of the team, and work different hours with various roles in the NHS. We run a total triage system, which most of our patients find reliable and efficient. Contrary to your review, many consultations are now conducted over the phone at our patients' requests. We often see or speak to patients the same day. The practice list has almost doubled in the last year, which means we are very tight on space and running more clinics each day. Every effort is made to keep the practice welcoming, tidy and not "bedraggled". The fabric of the building is unfortunately not in our gift to change but your review is helpful in escalating the issue of our estates.
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Review titled Miserable and unhelpful receptionist
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2023
The receptionists are terrible. Rude and dismissive. Very disrespectful and lacking in basic communication skills and basic manners.
Visited February 2023
Review titled The Bloomsbury Surgery
Replied on 14 February 2023
Thank you for your feedback. As it is anonymous, we can’t help or respond to your concern. In future, please use the practice complaints procedure or ask to speak to a manager so we can help you.
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Review titled Nigh impossible to get to see a GP - always brush you off
Rated 1 star out of 5
by Anonymous - Posted on 10 February 2023
I am an elderly lady and have significant health problems. I have been trying to see my GP at this practice for three months now. However, this GP practice makes it impossible to do so! The other reviewers here are saying the same thing. First, they force to you complete their time-consuming Online Consultatation/eConsult forms. There is absolutely no other way to have your query dealt with or ask to see a GP. This is several pages long and you have to enter all your details every time, such as your postal address etc. etc. Then, when you complete the form, you have to wait a long time until you hear back. Typically, you receive a one line SMS. This practice will usually find a reason to dismiss whichever health problem you have. They simply don't care. There is no way to reply to the SMS, so you are stuck in no man's land. I have wasted hours in the last few months completing these eConsult forms etc. The receptionists at this practice are rude, abrasive and highly disrespectful towards patients. Their only priority is to chit-chat with each other and go on social media on their mobile phones. They find dealing with customers to be a nuisance. Their main raison d’etre is to *stop* you from seeing a GP. The last several polite requests I’ve made over many months to see a GP, regarding different medical conditions, they have rejected me every single time! My recent letters sent from hospital specialists are *in the majority of cases* lost by this GP practice. I get the copies of the letters sent by the hospitals to my home address, so it is obvious it's the practice who are incompetent and 'lose' them. I have had other GP practices in Bloomsbury, but this one is by far the worse. It looks like a dump and treats patients as though they are worthless nobodies. I feel so distraught. I feel that I have no doctor any more. This surgery is not fit for purpose.
Visited January 2023
Review titled The Bloomsbury Surgery
Replied on 11 February 2023
Thank you for your feedback, posted anonymously and largely inaccurate. Firstly, those with complex medical problems are proactively called and reviewed by our multi professional medical team. Secondly our online consult form is a few lines not a few pages. Reception help with forms for those who cannot complete themselves. Each online consultation is reviewed by a senior GP the same day, who then decides who is best placed to see you or speak to you. A text message is sent for self care advice or referral/blood test forms, if more information is required or if your request has been dealt with recently. Hospital correspondence often arrives electronically, and hospitals also send patients a copy. Anything we receive, you receive as well. You also mention you have had other GP practices in Bloomsbury, which is not in keeping with the rest of your review. As your feedback is anonymous, we cannot help you further, but this explains our practice procedures and policies.
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Review titled Fantastic practice
Rated 5 stars out of 5
by Anonymous - Posted on 07 December 2022
I have to say that this practice is spectacular! The reception staff are fabulous- always helpful and friendly! the GPs are brilliant and efficient. the practice nurse is lovely (I’ve seen her a few times!), I always have a great experience seeing her and feel listened to, she never rushes through anything and takes her time to explain things to me so I understand them well. The pharmacists are awesome; whenever I interact with them they explain things well and demonstrate good knowledge. The PAs are wonderful, such skilled professionals who are so good at what they do! I’m always able to get medical advice when submitting the online form, definitely saves time and resources for the NHS. The partners are amazing - they have a great medical and admin team and obviously look after them well as the staff seem very happy in their roles and seem well supported! Keep it up bloomsbury surgery!
Visited December 2022
Review titled The Bloomsbury Surgery
Replied on 08 December 2022
Thank you so much for your kind comments and taking the time to post them. They mean a lot to us and will be shared with the team.
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Review titled Good, but requires mild improvement
Rated 2 stars out of 5
by Anonymous - Posted on 07 December 2022
My overall experience at The Bloomsbury Surgery has been adequate. I have received the help I needed and solutions to my most of my health issues, as well receiving it with care and patience from the medical staff. For this, thank you! However, I do want to comment on the receptionist staff with whom I've felt uncomfortable and disrespected on several occasions. I have been shouted at, ignored, misinformed and purposefully misunderstood. I understand they have a difficult and stressful job, and on top of that, have to interact directly with many people during their day. But it is at no cost that someone is able to act correctly and respectfully while providing the correct information - especially in a GP practice, where people tend to feel more vulnerable and could be suffering secretly. It is because of this that I am reaching out, to not let other patients be treated the same way, and let it affect their experience, of an overall great NHS GP practice.
Visited December 2022
Review titled The Bloomsbury Surgery
Replied on 08 December 2022
We are so sorry to hear of your reception experience. Your feedback and comments are important to us. Our practice manager will look into this and ensure training and learning occurs as a result.
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Review titled Terrible Reception
Rated 2 stars out of 5
by David Hodge - Posted on 14 November 2022
Today I had possibly the worst case of “customer service” from the two receptionists on duty I have ever received. I had received an email to tell me my prescription was at a local chemist - I went and it had not been sent at all. This is the third time the exact same type of situation has occurred. I am not in great health - thus the prescription- so going back to the doctors surgery again is a big effort physically for me. I explained the situation to the receptionist who was not empathetic at all and when I suggested that a replacement prescription be sent they waved their hand at me and said “that’s not how it works” - they didn’t follow this up with an explanation of what I should do or why it was not possible - I continued to question them as I needed the medication urgently and as I had received an email saying a prescription had been sent I was rather cross at the waste of my time. They were totally unsympathetic and offered no solutions or explanations and started to say repeatedly that no email had been sent. At this point their colleague who was eating dinner at reception joined the conversation and was equally as rude telling me I had a bad attitude. The reception manager then came to the desk and after looking at the computer told me no email had been sent and I was rude and to leave the surgery. A surgery I have been a patient at for 30 plus years. I returned home and retrieved the email and took it to the surgery proving I was totally in the right. The head receptionist apologised profusely for what had happened but their colleague sucked their teeth at me as I was leaving. Not a great end to an appalling case of customer care - or lack of it. Both receptionists were rude, non communicative and unhelpful. Both shouted and one began saying they “wasn’t having this and wants a letter sent to him” - me. The other was striding about and shouting at me. All I had wanted was to be listened to and helped. I was completely in the right and have an email from the head receptionist apologising. Had the two receptionists been more friendly and helpful the situation would not have escalated in the way it did. I no longer feel I can use the surgery as I do not feel welcome or safe in the space. They need training in manners And communication skills. Their service was appalling and totally uncalled for. I am so upset by this situation. I have never written a bad review in my life but feel that by making this public perhaps the “welcome” team will get the training they so obviously need.
Visited November 2022
Review titled The Bloomsbury Surgery
Replied on 14 November 2022
Dear Mr Hodge We're so sorry to hear of your experience at reception. Our manager will look into this urgently and get back to you, and take on board your comments about customer service training and communication skills
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Review titled Disappointing GP
Rated 1 star out of 5
by Anonymous - Posted on 30 September 2022
For the past two years this GP has fallen apart. There are no consistent doctors who stay at the practice which as a patient you can not build any sort of relationship. In addition, you have to go through a very long online e-consultation form which can be answer up to 2 working days. When the doctor does respond back it’s from a phone call or a text message. There is no face to face communication what so ever. At times the doctors send out a web link from the internet which you can just access your self with information of the symptoms you are experiencing. The doctors who are at the GP are just newly qualified and how no experience towards the way they communicate with patience. There is always someone new at the receptionist and 90% of the time have no clue about things and give out wrong information. The practice as a whole has lost its value and trust from its patience’s who have been with this GP for years. I would not recommend this GP to anyone, it is so bad that I have now registered to a new GP.
Visited September 2022
Review titled The Bloomsbury Surgery
Replied on 01 October 2022
We are very sorry to hear of your experience. As you have posted anonymously we cannot look into your specific details. To clarify a few things, we run a triage system to enable the most appropriate method and time of appointment depending on the nature of the condition. We have a multidisciplinary team consisting of GPs, nurses, physician associates and pharmacists. We are also a training practice. Face to face appointments are offered every day for those who the GP feels needs them. You can always request a clinician of your choice and if they are available they will contact you or arrange an appropriate appointment for you. We have a stable reception team and have done for some time. We wish you well at your new practice.