Binfield Surgery
Binfield Health & Community Centre, Wood Lane, Binfield, Bracknell, RG42 4EXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Impossible to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 13 May 2025
The surgery has been my surgery for at least 18 years. Previously would have recommended it. However now it is virtually impossible to get an appointment. I had been advised (through a private GP virtual appointment) that I needed to have a condition checked in person by a GP. The only way to do this at Binfield Surgery is by calling at 8.00 am (there is no other way). Calling the second 8.00 hit I received a message to say all appointments for the day had been booked!! I called a further 3 times between 8.00 and 8.03 (thinking the message must be in error), but no, same message each time. The only other option was to call 111, which I believe is not an appropriate use of this service.
Visited May 2025
Review titled Binfield Surgery
Replied on 13 May 2025
Thank you for your anonymous review. We are sorry that you have felt that the standard of service at Binfield Surgery warranted your complaint. If you would like to make contact with myself directly at the practice I will happily look into the points you have raised. We are able to monitor incoming calls and we can look into how many times you have tried to call us for an appointment during core working hours. Kind regards, Marie Cousins, Practice Manager
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Review titled Terrible Service
Rated 1 star out of 5
by Anonymous - Posted on 08 May 2025
Been my surgery for two years now and then service has always been poor. Latest example is the standard: -You can not book appointments in advance you have to call at 8am to book a telephone consultation. But by 8.05am (if your lucky) all the appointments are gone. My pregnant partner has tried 4 days in a row and can't get through. -The receptionists cant help because they have been told that no exceptions. -If you get a phone consultation, then it's a no set time. They just call at any point in the day and only try once. If you work full time, then you often miss the call. They won't rebook the call so your back to morning appointment lottery! -they only allow you to discuss one issue on phone consultation. I am not going into specifics of my partner but this is causing unacceptable stress on someone who is pregnant. -One of the things that had come up in the past is the need to check a mole that's growing. The surgery won't book face to face appointment before phone call. Not sure how a phone call can confirm if there is cause to concern.
Visited May 2025
Review titled Binfield Surgery
Replied on 08 May 2025
Thank you for your anonymous review. We are sorry that you have felt that the standard of service at Binfield Surgery warranted your complaint. If you would like to make contact with myself directly at the practice I will happily look into the points you have raised. We are able to monitor incoming calls and we can look into how many times you have tried to call us for an appointment during core working hours. Your comment about the surgery not booking face to face appointments is inaccurate as we do book face to face appointments if patients prefer this to a telephone call. Kind regards, Marie Cousins, Practice Manager
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Review titled Unreliable Call-Back System and Poor Patient Care
Rated 1 star out of 5
by Anonymous - Posted on 18 February 2025
I am extremely disappointed with the service at this GP. I called at 8am and was given a phone appointment, but no time slot—just told the doctor might call anytime before 6pm. The doctor eventually called at 1:40pm, but I missed the call as I was in the toilet. When I called back, I was told the doctor was engaged but would call again, with no indication of when. At 3pm, the doctor called again, but the line dropped as soon as I picked up. Given that I literally live opposite the GP, I took my son there in person at 3:05pm. He had a high temperature of 39°C for two days. Despite his condition, the receptionist refused to let us see a doctor, claiming all doctors had already left and we needed an in-person appointment. We were simply told to call 111 and asked to leave. At 3:40pm, the doctor finally called back while we were waiting for a nurse from 111. This proves that the receptionist was dishonest—there were doctors in the GP, but they just didn’t want to deal with us. The whole call-back system is deeply flawed. It is completely unreasonable to expect patients to be on standby the whole day without any proper time window. This experience was frustrating and unacceptable, especially when dealing with a sick child. The lack of transparency, poor communication, and dismissive attitude toward patients need urgent improvement.
Visited February 2025
Review titled Binfield Surgery
Replied on 19 February 2025
We appreciate you taking the time to share your feedback which is taken extremely seriously. It is more helpful for you to approach us directly with your concerns than post anonymously. If you would like your feedback investigated, please reach out to me at the Practice so we can address them directly as we are unable to respond directly to reviews on this platform. Kind regards, Marie Cousins, Practice Manager
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Review titled Friendly and helpful
Rated 5 stars out of 5
by Alina - Posted on 05 February 2025
The whole experience was excellent from start to finish. The receptionist I spoke to on the phone to book my vaccine appointment was very helpful on trying to accommodate an appointment around my erratic work schedule. Both receptionists at the surgery on the morning I attended were cheerful and friendly. I arrived early for my appointment so expected to wait but was taken in by the nurse before my appointment time which I appreciate this is not always possible but I was grateful as I needed to get back to work. The nurse was friendly and informative about the vaccines, explaining everything thoroughly. Thank you very much to the whole team for doing a difficult job with smiles on your faces and for caring about your patients!
Visited February 2025
Review titled Binfield Surgery
Replied on 10 February 2025
Thank you so much for taking the time to feedback your excellent experience. I shall ensure the whole team get to read your lovely words. Kind regards. Marie Cousins, Practice Manager
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Review titled Very good response
Rated 4 stars out of 5
by Caroline Charrington - Posted on 07 February 2025
I try not to bother my GP practice too much but today I wanted to ask them to check something. I got through after about 20 minutes and the receptionist was very helpful, sent me the required link straightaway and I had a GP call back this afternoon and an appointment next week. So thank you as I know the team work under a lot of pressure.
Visited February 2025
Review titled Binfield Surgery
Replied on 10 February 2025
Thank you so much for your kind review. I shall ensure your kind words are passed on to the whole team at the Practice. Kind regards. Marie Cousins, Practice Manager
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Review titled Telephone appointments
Rated 3 stars out of 5
by June Hammerstone - Posted on 16 January 2025
Phoned at 8.00, call cut off after 15mins. Re rang, call cut off again after 15mins. Re rang to count down mode. Held on for further 10 mins till conversation with reception. Yes there is an option for call back, but it states that appointments may already be assigned for the day. So, what would you do? Hold or have call back, I chose to hold! The appointments for the day had been booked. I asked if I could have a phone call with a Doctor This was not available as phone call slots already been assigned. I was offered appointment at Urgent Care for 19.00 Which I have taken. I feel the current system of booking appointments does not work effectively. The time allocated to book appointments is too short and you cannot pre book for the following day/week. I am not placing blame with anyone, it is the system that is at fault but it is the reception that take the brunt of unhappy clients. The move to new centre has obviously increased its patients foot fall, increasing more people trying to access appointments, can some thing be done to alleviate the appointments booking system? This review does not place blame with any staff, who I feel give all give an exceptional service! But there is a fault with the booking appointment system!
Visited January 2025
Review titled Binfield Surgery
Replied on 24 January 2025
Good morning and thank you for your feedback. Having checked with our phone provider they have advised that the caller could have been cut off due to not having a stable and quality internet connection for the call to take place. If all our appointments have been allocated, we try our utmost to offer patients an appointment that same day with another NHS provider. I am glad in your case that you were offered an appointment the day you called at the urgent care centre. If you would like to discuss this further, please do contact myself at the surgery. Kind regards. Marie Cousins, Practice Manager
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Review titled Amazing friendly profession service
Rated 5 stars out of 5
by Clare Igoe - Posted on 13 December 2024
The nurse was incredible, professional, kind and treated my son like her only patient not like she does it all the time which she probably does! He had a really positive experience and she was so warm and I thoroughly appreciated it.
Visited December 2024
Review titled Binfield Surgery
Replied on 13 December 2024
Dear Clare, Thank you so much for your 5* review. I shall indeed pass your lovely words on to the staff at Binfield Surgery. Kind regards, Marie Cousins, Practice Manager
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Review titled Poor customer service
Rated 1 star out of 5
by Mr R Maries - Posted on 08 November 2024
Tried 3 times to speak to any one in the practice via telephone about how to enrol on the NHS health check. Got into a que and waited patiently. Got to position 2 twice and first once only to have the phone call terminated. Very poor service, almost unrecognisable as to the way it was.
Visited November 2024
Review titled Binfield Surgery
Replied on 11 November 2024
Dear Mr Maries, I understand our Reception Manager has been in touch with you to discuss your review and you had a positive outcome following the call. Kind regards, Marie Cousins, Practice Manager
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Review titled Just amazing....
Rated 5 stars out of 5
by Andrew Freeman - Posted on 27 October 2024
I hate the medias portraying on the nhs. I rang Binfield Surgery at 8 am, number 2 in the queue, got a call back 20 mins later and offered a blood test appointment fo 11 am that day. I could not even do that privately. Be nice, follow the guidelines and it works, it aint broken....
Visited October 2024
Review titled Binfield Surgery
Replied on 28 October 2024
Dear Mr Freeman, thank you so much for your feedback following your positive experience at Binfield Surgery. I shall ensure I pass on your comments to all the staff. Kind regards, Marie Cousins, Practice Manager
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Review titled New phone system
Rated 4 stars out of 5
by Anonymous - Posted on 16 October 2024
Pleasantly surprised by the ease of getting an appointment using the new (post June 2024) phone system. Have rung in at 8am & used the automated queue system to receive a call back in a timely manner to book an appointment for the same day. Many thanks
Visited October 2024
Review titled Binfield Surgery
Replied on 28 October 2024
Thank you so much for your review following your positive experience at Binfield Surgery. Kind regards, Marie Cousins, Practice Manager