Bridge View Medical - Ratings and reviews
Reviews
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Review titled Long waits and no appointments
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2024
I've completed several online forms but no response, so I phoned and held the line for 40mins. I was told I had to wait for a call from the team, this came 3 working days later and, even though this is a physical issue I was told I have to wait for a Dr telephone appointment which will be in 3 weeks! If the Dr agrees with the issue, I will then get an actual appointment after another wait. I am so disappointed and feel sorry for the phone team having to make these awful calls giving the long waiting times.
Visited April 2024
Review titled Bridge View Medical
Replied on 25 April 2024
Dear Patient, Thank you for taking the time to leave us a review relating to your recent experiences at Bridge View Medical, I am sorry to read of your disappointment in our service. To enable us to investigate what has happened further please E-Mail the details to bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 05 April 2024
Unfortunately Klinik service not available again....how do you expect ipatients to manage their wellbeing? Took 45 minutes for phone to be answered only to be told Klinik shut at 12:30 hrs not 16:00hrs and told to wait for Klinik to reopen on Monday. For those that work full time this is not an acceptable process, not sute it benefits patients at all.
Visited April 2024
Review titled Bridge View Medical
Replied on 25 April 2024
Dear Patient, Thank you for taking the time to leave a review about your recent experiences at Bridge View Medical. I was sorry to read of your frustrations accessing KLINIK. Recently demand on KLINIK has been very high, we have had a large amount of enquiries combined combined with staff shortages To make sure that the service is managed effectively and to ensure requests are answered within the expected time it has been necessary to close the system earlier. I do apologise for any inconvenience that this has caused you. Kind Regards Bridge View Medical
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Review titled Terrible practice, feel sorry for the reception staff
Rated 1 star out of 5
by Anonymous - Posted on 15 March 2024
I’m at a loss for words, had an ongoing issue for the past few months and every time there is a flare up you have to fill in some awful online form. Even if you call up they fill the form in for you so save yourself and the receptionist some time queueing forever (slowly becoming a fan of the hold music though so I guess one plus?). The majority of time you will just be sent a text to send pictures of the issue followed up by a text (yes you read that a text is now a form of appointment and a way of a “GP” communicating with you). I genuinely feel bad for the people managing the incoming calls as they must have to deal with so much abuse given the hiding being texts and phone calls by GPs. I imagine it is a nationwide issue but this is just not how the NHS should be operating and it is disheartening what it has become. I would say avoid Bridge View but sounds like your experience is the same wherever you go.
Visited March 2024
Review titled Bridge View Medical
Replied on 25 April 2024
Dear Patient, Thank you for taking time to leave us a review about your experiences at Bridge View Medical I am sorry to read of the frustration that this has caused you. Our online enquiry system has been in place since August last year, to improve patient experience at our practice. The online system is called KLINIK and has been adopted by over 200 Practices in England and that list is growing by the month. It has proved very popular with patients and staff wherever it has been introduced. We are primarily making this change to allow patients to contact the Practice and bypass any call long wait time, by simply submitting an online enquiry. Once you make a submission, you will be given an expected response time frame, the majority will be the same day. By filling in this form patients can ensure that they mention all the details of their problem which in turn enables KLINIK to prioritise it correctly. Clinicians will contact our patients in a variety of ways including telephone and text, but the majority of consultations are face to face. If you would like your specific circumstances investigated please E-Mail the details to bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Poor Service
Rated 2 stars out of 5
by Anonymous - Posted on 05 March 2024
I felt that the doctor I saw today was not paying attention to anything I was saying, and made me feel that I was wasting his time. The doctor is usually very good, but today they made me feel worthless.
Visited March 2024
Review titled Bridge View Medical
Replied on 06 March 2024
Dear Patient, Thank you for taking the time to leave us feedback. I was sorry to read that your experience made you feel worthless, I'm sure that this would not have been the clinician's intention. If you feel you would like this investigated further please E-Mail bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Hard work getting an appointment
Rated 1 star out of 5
by Dean - Posted on 08 January 2024
No online services for days ! I’m Lucky enough to be busy working myself so cannot call during the times . Just spoke to someone after finishing work and told to call in the morning. Working unfortunately ! Why couldn’t they just make an appointment while on the phone . Very upset as I never go to the doctor.
Visited January 2024
Review titled Bridge View Medical
Replied on 09 February 2024
Dear Patient, Thank you for taking the time to give us your feed back, We were sorry to read that you found your experience so frustrating. If you would like us to investigate your complaint further please E-Mail bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Completely unfocused on the patient
Rated 1 star out of 5
by Anonymous - Posted on 12 January 2024
I have tried for over a year to get an appointment with no success. When I only wanted a repeat prescription they arrange an unnecessary appointment with no ability to actually speak to a human being to sort out a convenient date/time. In addition, despite repeated information on their online service the appointments are for something I have not requested. Terrible service would avoid if I could
Visited January 2024
Review titled Bridge View Medical
Replied on 16 January 2024
Dear Patient, Thank you for taking the time to leave your feedback. We are sorry to read that you are unhappy with your experience. If you would like us to investigate your situation further please E-Mail bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Fantastic Surgery
Rated 5 stars out of 5
by Liz - Posted on 27 December 2023
I found Klinik very easy to use, I was able to quickly send off the information without needing to phone. I received a text a few days later with a routine face to face appointment for the following week. Unfortunately I wasn't able to make the time so I phoned and the helpful receptionist changed the appointment so I could attend after work. GP was really kind, efficient and explanatory. The whole process was very smooth. Thank you all
Visited December 2023
Review titled Bridge View Medical
Replied on 28 December 2023
Dear Patient, Thank you for taking the time to leave us a review. Your kind words mean a lot to our team! We are so glad you had a positive experience with both KLINIK and Bridge View Medical
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Review titled Patient access
Rated 2 stars out of 5
by Anonymous - Posted on 15 November 2023
So now we have no option but to contact Bridge View online via Klinik- utterly stupid decision when great swathes of their patients have no access to online and pretty useless when the thing isn't working as it is not today. If I phone I know I will be met with unhelpful reception staff. The level patient care has sadly nosedived since the 4 surgeries amalgamated. That was a sad day for Malago surgery as, up until then it had been a brilliant Practice. Just appalling
Visited November 2023
Review titled Bridge View Medical
Replied on 15 November 2023
Dear Patient, Thank you for taking the time to leave your feedback. Whilst I empathise with your concerns, this system has been put in place to improve patient experience at our practice. The new online system is called KLINIK and has been adopted by over 200 Practices in England and that list is growing by the month. It has proved very popular with patients and staff wherever it has been introduced. We are primarily making this change to allow patients to contact the Practice and bypass any call long wait time, by simply submitting an online enquiry. Once you make a submission, you will be given an expected response time frame, the majority will be the same day. However, we acknowledge that not everyone is able to get online to use this system and we do not wish any of our patients to feel at a disadvantage. You are always welcome to phone us or come to the front desk where we can provide support and/ or submit the query on your behalf. At Bridge View Medical, we have been looking into various options to improve our phone service and manage demand. Over the summer we have expanded our self-book facility. This means that in future you would be able to book your own blood test via a link in a text message. We have also introduced a dedicated telephone hub in our Marksbury Road site this means that the majority of phone calls coming in to BVM (Bridge View Medical) will now be routed to this hub. With the support of their Leads and each other, this will enable our Care Coordinators to answer phone calls more effectively. The hope is that these changes will improve the overall Patient experience when contacting Bridge View Medical. Kind Regards Bridge View Medical
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Review titled Why offer male GPs for menopause patients
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2024
In October last year I had post menopausal bleeding. I was given an appointment with a male doctor. I felt deeply uncomfortable discussing my symptoms with him even though he was very sympathetic. When He asked to do an internal examination I burst into sobs. he was amazing and booked me an appointment with a female doctor for the same day. Fast forward to April and I have further menopause related concerns. It has taken me three attempts to book an appointment (as Bridge View has shut to all bookings - even econsults) twice for over 5 days each. Although 27 of the 33 GPs at the practice are female, I have been given appointment with a very young male locum. I am already feeling stressed at the thought of having any kind of personal examination but I am terrified to try to change the appointment because it has taken me 6 weeks to secure it.
Visited October 2023
Bridge View Medical has not yet replied.
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Review titled Very poor service for the disabled
Rated 1 star out of 5
by Pauline McKenna - Posted on 30 October 2023
I have been a patient with this practice for almost 40years and have been very happy until the amalgamation of Southfield surgery . Klinik is not comparable with being visually impaired it’s almost impossible to speak to a human being Recently following knee surgery I need my clips removed with the help of my next door neighbours daughter I managed to get an appointment only by her visiting the surgery in person and filling in a form. It was cancelled by text ( no human contact) on the day of the appointment and I was given an appointment for a week later . Clearly clinically a delay of an extra 7 days would have put my wound and the outcome of the surgery at risk. I was unable to contact anyone by phone so walked on my crutches to the surgery in person and was told by the reception staff my only option was to go to the walk-in centre which I had to do by taxi and at cost of £15 one way and another £15 to take me home. Clearly at age of 79 years this is unacceptable and poor practice. 1 am registered blind and feel that the GP practice had no regard for me as their patient. I feel I have sadly lost all trust in what was a good GP local service . Not sure where patient centred care is and worry next time I need to use the services how I access them I would welcome the opportunity to discuss this further so I can feel that the way forward your access to services for disabled patients can be improved .
Visited October 2023
Bridge View Medical has not yet replied.