Pembroke Road Surgery - Ratings and reviews
Reviews
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Review titled Waiting time for face-to-face appointment
Rated 3 stars out of 5
by Anonymous - Posted on 29 April 2024
I am 76 years old and losing my hearing. This is very common in the elderly. I asked to be referred to the Audiology dept of the NHS and was given an appointment date with a GP for four weeks ahead - this to make sure that I am really having sufficient difficulty with my hearing to justify a referral. I don't think every patient would be automatically given an appointment for four weeks ahead so I would like to know the criteria that is applied. Four weeks' wait seems excessive for a practice that has been so highly staffed and highly regarded for many years.
Visited April 2024
Pembroke Road Surgery has not yet replied.
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Review titled Unempathic, slow GP practice.
Rated 1 star out of 5
by Patient with mental health - Posted on 08 April 2024
Today I had a consultation where I asked for a letter of support regarding my mental health. The GP wanted to charge me for the letter, which I think is an audacious extortion. I suggest they go find they money elsewhere and not from their poor patients. Gaywood GP (Bristol) has written letters for me for free, as well as an amazing practice in Liverpool, called Brownlow Health. The doctor also had a cold, unempathic voice, finishing her sentences with the typical British GP 'mkay?', 'perfect', 'okay Bye' and the sorts. The service you get, is the typical pat on the shoulder service you get from British GPs. Also, generally the practice is very slow. They say they chose Patient Triage over another system called eConssult which Liverpool used and it was amazing. Brownlow GP also had an amazing service, giving everyone a same day consultation. Econsult produces results online. The only thing Patient triage always results in is: Oh, book an appointment to see a doctor in a month. So my recommendation is, don't *try* this GP. Try another one, and ideally one with an excellent CQC rating.
Visited April 2024
Review titled Pembroke Road Surgery
Replied on 08 April 2024
We are so sorry to hear that you feel the surgery's approach with your request was unreasonable. Unfortunately, the provision of some letters and medical reports do not always fall into the NHS remit and, if classed as private, are a chargeable service. With regards to your dissatisfaction with your consultation, we would be keen to discuss this in more detail with you. Please contact either Heather Carrigan or Yvette Whiffen, either of whom would be happy to listen to your concerns. All surgeries have a different way of offering and providing appointments whether they use Patient Triage or Econsults. Neither system dictates the response time or patient outcome. How these requests are then processed is down to the individual surgeries and their appointment system. Thank you for your feedback. We look forward to discussing your concerns with you in more detail.
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Review titled Amazing practice
Rated 5 stars out of 5
by Rachel Lake - Posted on 17 January 2024
Today, I received exceptional service. I phoned the surgery about my 7 year old daughter, who I was worried about. Within 5 mins, I received a call from the GP. The GP was extremely kind, caring and supportive. I really appreciated the advice given, which included offering to see my daughter straight away, if needed. 10 minutes later, my daughter had her much needed inhalers. Thank you so much.
Visited January 2024
Pembroke Road Surgery has not yet replied.
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Review titled Terrible. Deregistered my baby without any notification
Rated 1 star out of 5
by Tim - Posted on 18 December 2023
Pembroke Road Surgery deregistered my baby daughter when we moved house a short distance away despite saying in person that we did not need to change surgery. They did not deregister either myself or my partner and we had no idea they deregistered my daughter. We did not find this out until we took our baby to an out-of-hours doctors and they could not organise any follow up care. Now they say the only service she can receive is via 111. So we have no GP service available to us for follow up care. Appalling service.
Visited December 2023
Review titled Pembroke Road Surgery
Replied on 19 December 2023
Dear Tim, We are very sorry indeed to hear about the experience you have had with the de-registration of your baby daughter. In order for us to investigate the matter fully, will you please contact one of our complaints leads, either Heather Carrigan or Yvette Whiffen and provide us with some further details. Many thanks. The Senior Management Team
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Review titled Disappointed
Rated 3 stars out of 5
by Tim - Posted on 04 October 2023
I understand that the medical profession is under pressure but the wait time to see anyone is getting close to 6 weeks. It seems no- one works more than 3 days a week which probably explains it. The staff are always polite and when you actually get hold of anyone seemingly efficient. Anyone who is worried about a health issue and waits weeks to see someone just gets more stressed. Far from improving over the last 5 years the practice has gone backwards. If you have an issue one doctor should follow through on it not see you then be unavailable for the next month or two. Continuity of care is essential.
Visited October 2023
Pembroke Road Surgery has not yet replied.
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Review titled People at this GP should know how lucky they are!
Rated 5 stars out of 5
by Anonymous - Posted on 23 August 2023
I moved to Bristol nearly 2 years ago from Plymouth. My Plymouth GP was all I had known and I just took it at face value that it was the a fair representation of the NHS. Since moving to Pembroke Road I know now that this is not true. The reception staff have always been helpful, offering assistance at levels I had previously thought were beyond their scope. They have not once been rude and have always achieved what I needed them to. I had a call with a nurse practitioner, something I had only had bad experiences of in the past, and I was left astounded at the level of care and attentiveness I was shown. I finally felt like a health issue I had struggled with for 7 years was validated. She got me an appointment with the GP to try for a referral. When seeing the GP the whole situation was quick and easy. They had made it clear that they would refer me but that it had the possibility of being rejected as the criteria was so tight, I was assured that he would try his best and let me know either way. This was for something I was told was normal for 5 years even when debilitated by my last GP. For the last year I have relied on private healthcare, and I will continue to do so to a reasonable extent to ease the NHS burden. I have been nervous about using the NHS during that time due to the performance of my last GP. However, I don't feel that way anymore. Of course there will be times where you have to wait for an appointment, or queue on the telephone. That is just the way it is. But that is the same anywhere and I trust the judgement of the staff, and know realistically myself, when certain things can wait, and when they should be a priority. Pembroke Road has restored my faith in the NHS GP services, and I feel lucky to have access to this practice. The staff should feel proud of how well it is run and the care levels they provide. If you are new to the area, or are in need of a new practice, I couldn't recommend it more
Visited August 2023
Pembroke Road Surgery has not yet replied.
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Review titled Deliberately obstructive admin nightmare
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2023
I have been trying to get referred for specialist investigation after a spell in A&E and have had to go back to the practice 3 times for corrections and changes where the doctors have included wrong and irrelevant and highly personal information. I find getting these changes done almost impossible as they will not speak to you directly and the forms by which you need to communicate have a tiny character limit. This practice seem to do all they can to stop you seeing a doctor - you have to be at the point of tears to see someone face to face. Maybe it is systemic but it seems the squeeze on the NHS is very much apparent with this surgery.
Visited June 2023
Pembroke Road Surgery has not yet replied.
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Review titled Excellent treatment
Rated 5 stars out of 5
by Anonymous - Posted on 01 April 2023
I was recently offered minor surgery to be carried out by one of the GPs at Pembroke Road Surgery. Everything was handled smoothly, from the phone call arranging the date of the procedure, through to the removal of the stitches by the helpful and efficient nurse, five days after. The GP’s consulting room was bright and orderly, and the GP was friendly, calm and competent. The procedure was quick, successful and pain-free. I was sent a text with information on basic wound care/removal of the dressing, and healing has been quick and trouble-free, before and since stitch-removal. The familiar surroundings and the efficiency at Pembroke Road inspired confidence and I feel it was a great example of appropriate patient care with excellent use of time and resources. Thank you!
Visited March 2023
Pembroke Road Surgery has not yet replied.
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Review titled Problems with Patient Access
Rated 5 stars out of 5
by Shawn Phillip Spencer-Smith - Posted on 09 January 2023
following some changes on Patient Access, which service I had been using for a long time and I wished to request a repeat prescription. for whatever reason it failed and subsequently I requested the appropriate codes to re register as it said the surgery didnt have me registered. Having received he codes I went into the Patients access site and followed the instructions and eventually was on screen but I was still unable to request a repeat prescription. I used the email service with a lot of cut and paste to give full details. This is obviously a glitch and please can it be sorted soon so I can continue to use the PA screen. this problem has not changed my view of the excellent service I receive from this surgery
Visited January 2023
Pembroke Road Surgery has not yet replied.
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Review titled Exemplary practice
Rated 5 stars out of 5
by Anne Gallien - Posted on 16 January 2023
excellent organisation and service. I was very impressed how efficient the system is and how the practice is very well maintained and clean.warm welcome. excellent patient service. It was my first time with this practice. I called twice in the morning and received a phone call back from the doctor few hours later. my prescription was quickly sent to the pharmacy and was available to be immediately picked up. this kind of practice is a role model on how all practices should be ran across the uk. merci the nhs. Keep being heroes!
Visited January 2023
Review titled Pembroke Road Surgery
Replied on 18 January 2023
Thank you for your kind and positive feedback which is very much appreciated by the whole team here at Pembroke Road.