Brunel Medical Practice - Ratings and reviews
Reviews
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Review titled Excellent Service
Rated 4 stars out of 5
by Anonymous - Posted on 19 April 2024
Thank you M in the pharmacy team for your excellent service with resolving my Dad’s prescription request.
Visited April 2024
Brunel Medical Practice has not yet replied.
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Review titled No help just added problems
Rated 1 star out of 5
by Anonymous - Posted on 13 April 2024
Asked for my medication to be raised to a higher dosage went through an online questionnaire where I was then told they couldn't sort my meds this way (waste of time then) but they would call me later. I was called during my child's echo so I asked if they could call me back in 15 minutes and was then told no were busy you will have to do the process all over again and in doing so they stopped my normal prescription in the meantime. So now I haven't had my medication in three days and it's the weekend now. This isn't the first time I have been mucked around when it comes to my medication either by the pharmacist at Shiphay who is just terrible saying we'll message/call when your meds are ready and they never do then when I come in to ask I get snotty remarks about being told they would call me. They never do call or message the service at the pharmacy is disgraceful (pharmacist only) the girls who work there are understanding, apologetic and not pretentious unlike the pharmacist. Pretty much feel like I have to slit my neck open to be listened too about my mental health to actually be taken seriously. When asking for certain tests or my requests are dismissed without an actual thought. Genuinely makes me feel worse knowing I have to repeat myself again and again. Only trust two of the doctors and even trying to get an appointment with one of them is like trying to get blood out of stone. I understand the practice may be struggling but calling in and leaving it to ring while I go to the practice to see receptionists doing nothing and having to say that it's me on the phone is a joke.
Visited April 2024
Brunel Medical Practice has not yet replied.
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Review titled ignored serious ilness for 4 weeks
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
as a result of medication and risk of blood clots, ive had what they have told me are serious issues they need to see asap. asap is apparently waiting 7 days for a responce and an appointment another 3 weeks after that. they gave me no assistance and left me crippled and bleeding out with no suggestions, but stated that i needed help in the first 3 days. as they took 7 days to respond i missed the window in which i could get help and i am now expected to suffer and see if i am hospitalised later on as a result. any and all help i have recived has been from pharmasists as the gp has not offered any help at all, which is odd as they also belive am in danger of serious complications but seem to not want to help those serious complications at all untill after my appointment 4 weeks after clotting began.
Visited February 2024
Review titled Brunel Medical Practice
Replied on 27 February 2024
Dear Patient I am sorry that you are unhappy with the care that you have received. The Brunel team is made up of a variety of clinical staff, all of whom are experts in their area of medical knowledge. Being cared for by our pharmacist team means that they are the most appropriate member of staff to deal with your health problem. I am unable to offer further feedback without knowing further information and reviewing your health record. If you would email our dedicated feedback account I would be more than happy to investigate your concerns and ask for clinical input so that you can be reassured about your care plan. Please email d-icb.brunelpatientfeedback@nhs.net and I will give this my urgent attention. Rachael Lankshear Practice Manager
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Review titled Receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 03 January 2024
I phoned this morning for a renewal of my sick due to a relapse of my ms the line was busy so pressed 5 for a call back never recieved one after two hours so rang again eventually got through to a receptionist and was informed very abruptly I had to apply on line for one via the app then phone call was ended I have been with this practice for over 40 years and rarely see a doctor I was able to renew last month with no problem and didn’t realise the process had been changed I do not appreciate being treated like this by a so called receptionist as they are the first port of call I now feel like I should find another doctor as this kind of stress is not good I have tried to do this but unsure if I have successful as it now says temporary unavailable and do not want to phone up again
Visited January 2024
Review titled Brunel Medical Practice
Replied on 27 February 2024
I am sorry that you experienced poor service when contacting us. This looks to be a training issue with the member of staff that you spoke to as there patients can request med3s (sick notes) by phone. I will share your feedback with the Reception Manager so that this can be raised at the next team meeting. Rachael Lankshear Practice Manager
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Review titled Poor issues with one of the doctors.
Rated 2 stars out of 5
by Anonymous - Posted on 06 October 2023
Have been with this practice over 20 years and never had issues, until recently, one of the DRs who has never dealt with me before went though and immediately tried stopping medication (I’ve been on for over 6years) and then I’ve reported another issue since as I have a bacterial chest infection and explained even with photo evidence including green sputum and high fevers and he’s putting it down as a viral chest infection and to get a covid test. Covid test has already been done and is Negative. My partner has recently had a bacterial chest infection which I have caught from him and the drs are not helping me. It’s the same doctor who has been dealing with report and has made me feel useless. Even though I have been involved and worked in the healthcare industry for years myself.
Visited October 2023
Review titled Brunel Medical Practice
Replied on 09 October 2023
Dear Patient, I am sorry to hear you are not happy with your recent experience at the Practice. I would encourage you to feedback to us using our complaints process so that we can investigate the circumstances and respond to you fully. Brunel Medical Practice
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Review titled Awful to deal with
Rated 1 star out of 5
by Nicola Hodgskins - Posted on 29 August 2023
Despite being assured that information was placed on my medical records to ensure i don’t have to keep explaining why i take a certain medication i still repeatedly come up against the same bias and issues. The surgery lacks consistency, where one GP will prescibe a medication another wont. The online triage forms asks you to indicate a means of correspondence, this is ineffective and a useless tool as you still receive a text irrespective of what’s been requested which shows a complete lack of empathy and understanding and is just a “get rid quick” approach. Sadly this surgery lacks empathy, compassion or knowledge of you as a patient. More often than not I'm left to feel embarrassed, stressed, frustrated and at a complete loss to resolve my situation. Unfortunately as corresponding is only by one way text its a loosing battle. I would recommend finding an alternative practice if you suffer with any mental health issues
Visited August 2023
Review titled Brunel Medical Practice
Replied on 29 August 2023
Dear Nicola, I am sorry that you are unhappy with the service that you have received from the practice. I would encourage you to feedback to us using our complaints process so that we can investigate the circumstances and respond to you fully. I can assure you that prescribing policy at the practice follows the latest and best guidance, which is subject to change inline with national policy and the most up to date advice to prescribers. Brunel Medical Practice
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Review titled Online consultation
Rated 3 stars out of 5
by Anonymous - Posted on 12 June 2023
I wanted to complete an online consultation today but was unable to do so because it was out of hours. I would have thought an online consultation would be available at any time.
Visited June 2023
Review titled Brunel Medical Practice
Replied on 30 June 2023
Dear Patient, Thank you for your feedback. Our Patient Triage service is open during working hours. This allows our team to monitor requests sent into the Practice and safeguard our patient’s needs. On occasion, we may direct a patient to a different service if we feel their needs should be dealt with more urgently. The Practice has recently invested in a new phone system, during our Peak times, a call back facility is available, allowing patients to select option 5, if more than 10 people are waiting in the que. Our team will aim to call patients back within 30 minutes. Feedback from this new service has been very positive. Our Practice offers several evening and weekend appointments through our Extended Access Service. We offer, weekly routine calls on Thursday evenings with a GP. We also offer a limited number of pre-booked telephone and Face to Face appointments. These are available to book at Pembroke Surgery in Paignton on Friday, Saturday, and Sunday. Please contact our Practice Reception if you would like to use our Extended access service. Samantha Stockdale-Kellett Operations Manager
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Review titled Awful service as usual
Rated 1 star out of 5
by Anonymous - Posted on 30 June 2023
I contacted Brunel this morning regarding difficulty breathing and a persistent cough that I have had for a month. My seasonal asthma has returned and I am without an inhaler. I spent 55 minutes waiting to get through as it was urgent and was told nobody could see me and that i needed to use patient triage. I was also told that if i went into the surgery and fill out a repeat prescription request for my inhaler, mark it as urgent and hand it directly to the receptionist then this will be dealt with more quickly. I drove to the surgery and and the receptionist wouldn't accept it and told me to put it in the box and "it'll be dealt with after lunch" (this was before 10:30am). I explained what i was told on the phone and the urgency of the situation but the receptionist just repeated what they said and that was that. I haven't heard anything back, i'm still without an inhaler and apparently the patient triage only works during working hours Monday to Friday. Absolutely unbelievable that on online service cannot be used to simply submit some information ready for someone to pick it up in the morning. Today is friday, fingers crossed i don't have an asthma attack over the weekend.
Visited June 2023
Review titled Brunel Medical Practice
Replied on 03 July 2023
It is always hard for us to respond to anonymous feedback, so please consider contacting the practice so that we can review the circumstances you mention. Have you tried the new feature on our phone system which means that you do not have to stay in the phone queue for 55 minutes as you mention? Pressing 5 on your keypad, as instructed in our messaging, will place you in a list of for reception to call you back. Most patients are called back in less than 30 minutes. It is not possible for us to have clinical online consultations available when we are closed. The volume received each day would mean that if consultations were also submitted out of hours, we would need to drastically reduce the number of appointments available each day to manage this additional work.
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Review titled Poor customer experience
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
I arrived early for my appointment with the nurse this pm, checked in with reception and went upstairs for my appt. At 14. 35 I had not seen the nurse. I had to leave the surgery, out of courtesy I let the receptionist know I was leaving as I had to get back to work. 25 minutes without an explanation as to the delay in service. Very poor in terms of managing appointment schedule, lack if any communication regarding the delay. Emailed the surgery to give feedback, recieved an auto reply that it may take 4 weeks to respond.
Visited May 2023
Review titled Brunel Medical Practice
Replied on 22 May 2023
Thank you for your feedback. I responded to your email on the same day and offered an apology for the delay. I also arranged a more convenient time for a further appointment. The staff member that you were seeing was delivering necessary training as part of her clinic, and I am sorry that this caused her to run behind.
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Review titled Rapid, caring and excellent practice
Rated 5 stars out of 5
by Jamal Ullah - Posted on 12 May 2023
Rapid, caring and incredibly efficient response to organising blood tests and X-ray. Then kindly making results available as soon as possible.
Visited May 2023
Review titled Brunel Medical Practice
Replied on 22 May 2023
Thank you for taking the time to leave feedback. This has been shared with the practice team. Best wishes, Brunel Medical Practice