Bowling Green Street Surgery - Ratings and reviews
Reviews
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Review titled Brilliant staff and good experience
Rated 5 stars out of 5
by Hannah - Posted on 15 March 2024
I have had some really poor experiences of GP surgeries. This has been the opposite. The people at this surgery have been kind, respectful and helpful. The nurse practitioner, the GP and the receptionist and person who took my blood test. I have felt really listened to, an experience which has not been common in my past interactions with other GP surgeries. I usually dread contacting and going to the GP but that has changed due to this positive experience. The only point of constructive feedback I would give is that telephone appointments get moved around. I have received calls at times I was not expecting e.g I was told a couple of my appointments were at a specific time in the afternoon, but then recieved a call in the morning. Having said this, they have also accommodated when it's not been convenient for me to talk at that moment.
Visited March 2024
Bowling Green Street Surgery has not yet replied.
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Review titled Terrible experience with receptionist
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
I have been trying to take a face to face appointment but they always say that there is no available appointment and want me to call them at 8 am tomorrow again even though I have been waiting on the phone for 50 minutes! Moreover, they suggest me to call 111 if I still cannot take a suitable appointment. So, in this GP it is really hard to reach medical treatment. They always say "sorry for the inconvenience" but they do not find a solution to this issue. On the top of it, they closed the online message and advice request forms, which means you cannot take treatment.
Visited February 2024
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your recent experience with us at Bowling Green Street Surgery. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with us was not positive specifically in relation to accessing the practice via telephone, i.e., long delays in calls being answered, the lack of appointments and closure of the online functions to message the practice and request advice. If you would like to further discuss your concerns, and to hear about the new service developments that are currently being rolled out within the practice to alleviate some of these problems and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Short failings
Rated 3 stars out of 5
by PAUL OSMOND - Posted on 31 January 2024
I've asked at reception, via the app and by phone and you repeatedly get my prescription wrong . Why ??? What else can I do . You prescribe this medicine but fail to make sure I get it.
Visited January 2024
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear Paul, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your recent experience with us at Bowling Green Street Surgery. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with us was not positive specifically that despite accessing the practice in person, via telephone and via the app you are still experiencing difficulties obtaining your medicines including incorrect prescriptions and non-receipt of them which is causing frustration. If you would like to further discuss your concerns, and to hear about the new service developments that are currently being rolled out within the practice to alleviate some of these problems and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled long waiting times
Rated 1 star out of 5
by Liliana - Posted on 31 January 2024
Waiting 37 minutes today for someone to answer the phone . I was 2nd in the line as they mentioned from the beginning and still waiting 37 min. My phone call lasted 2 min. How is that possible? When I really need to make an appointment they never have any dates available, told me to call 111. The person I spoke with ar 111 told me to call my GP. In almost 2 years since I m with this Gp I never managed to get an appointment.I had to go to A&E even it wasn't an emergency. Or call 111. Extremely disappointed with this GP practice place.
Visited January 2024
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear Liliana, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your recent experience with us at Bowling Green Street Surgery. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am disappointed and sorry to hear that your experience with us on this occasion was not positive specifically in relation to accessing the practice via telephone, i.e., long delays in calls being answered, the lack of appointments and being signposted to other services, i.e., 111 who then signpost you back to the GP practice and that you felt that A&E was your only option to be seen which has caused both disappointment and frustration for you. If you would like to further discuss your concerns, and to hear about the new service developments that are currently being rolled out within the practice to alleviate some of these problems and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Needs drastic improvement
Rated 1 star out of 5
by Amber - Posted on 25 October 2023
Long call wait times. When I eventually get through there are no appointments left. So they tell me to call at 8am the next day but the same thing happens over and over again. Doctors often don't listen to what patients are telling them there symptoms. The amount of times I've been prescribed paracetamol or co-codamol for my back pain, which don't work is unreal
Visited October 2023
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear Amber, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Bowling Green Street Surgery and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. We are very sorry that your review was not responded to in a satisfactory time frame and are working very hard to ensure that this does not happen again. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to accessing the practice via telephone and long delays on hold waiting for calls to be answered, lack of available appointments once calls are answered and difficulty accessing correct medicines, i.e., pain relief due to staff attitude particularly the doctors. I fully appreciate that a significant amount of time has passed but if you would like to further discuss any or all of your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you are clearly experiencing. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled bad reception
Rated 1 star out of 5
by khaleque - Posted on 25 September 2023
today on phone for over 45minutes waiting for an answer, a friend of mine was in city centre while i was still on the phone 3 people sitting behind reception chit chatting to each other, but none of them on the phones ????????? and am still on the phone waiting
Visited September 2023
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear Khaleque, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experience with us at Bowling Green Street Surgery and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. We are very sorry that your review was not responded to in a satisfactory time frame and are working very hard to ensure that this does not happen again. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with the practice is not positive specifically in relation to accessing the practice via telephone and long delays on hold and still calls not being answered when there are reception staff chatting and clearly not busy on the phone either to you or other patients. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly experienced on this occasion. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled a complete disaster
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
I was supposed to have a GP appointment this morning at 8.40. At 8.06 I receive a cancellation of the appointment via text (I rarely monitor my phone at that time, it was a miracle I saw it). Another unpleasant experience with this practice.
Visited June 2023
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experience with us at Bowling Green Street Surgery and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. We are very sorry that your review was not responded to in a satisfactory time frame and are working very hard to ensure that this does not happen again. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with the practice was not positive on this occasion specifically in relation to short notice cancellation of an appointment, i.e., on the day and via text rather than contacting and speaking to you directly to apologize and explain. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had on this occasion. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled Bad experience
Rated 1 star out of 5
by Tom - Posted on 05 June 2023
Every time I call in to even ask a basic question the waiting time on the phone is over 40 minutes. We are paying for this service, but we getting the minimum - feels like in a third-world country. What is going on NHS?!
Visited June 2023
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear Tom, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Bowling Green Street Surgery and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. We are very sorry that your review was not responded to in a satisfactory time frame and are working very hard to ensure that this does not happen again. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that your experiences with the practice are not positive specifically in relation to accessing the practice via telephone and long delays on hold before calls are answered. I fully appreciate that a significant amount of time has passed but if you would like to further discuss your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you have clearly had. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled From great to pot
Rated 1 star out of 5
by K.Lee - Posted on 13 July 2023
As a patient for 10 years, I initially held the surgery in the highest praise. Over the years it has become terrible unable to get through to reception, reason given they have 6000 patients and they can't answer all queries or provide appointments. No future dated appointments allowed to be given. I have had the same pain for 3 years, explaining this and nothing. Walkin center sent for an ultrasound request -this was rejected. Now my leg is so stiff I can hardly walk or do anything. This is now a pitiful surgery I would never recommend them to anyone. To add, when on hold there is a recording to advise to look on heraldgppractice.co.uk to contact the surgery.... this is not even their website. The email address provided, when you send an email no one responds ever.
Visited June 2023
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear K.Lee, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your experiences with us at Bowling Green Street Surgery and we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. We are very sorry that your review was not responded to in a satisfactory time frame and are working very hard to ensure that this does not happen again. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am both disappointed and sorry to hear that as a longstanding patient of the practice that your experiences with the practice are no longer positive for a number of reasons including lack of appointments, staff attitude, access to the practice via telephone and long delays on hold for calls to be answered, misinformation when being signposted to the practice website, no response when contacting the practice via email and a decline in your health that the practice are ignoring and not dealing with. I fully appreciate that a significant amount of time has passed but if you would like to further discuss any or all of your concerns, and to hear about the service developments that have already been implemented to alleviate some of these problems along with new developments that are currently being rolled out within the practice and we can also investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent, Emergency and Primary Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that in conjunction with the practice management team they can investigate your concerns further and why this is happening, and they will feedback and as I say this can help us to better understand and aid us in learning how we can do better to stop other patients having a poor experience in the future as you are clearly experiencing. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
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Review titled very professional and good practice
Rated 5 stars out of 5
by vijay ahlawat - Posted on 05 June 2023
My name is vijay ahlawat whenever i have visited the surgery the staff are very smart and professional and listen to patients with patience! telephone appointments are quick and the same day!
Visited June 2023
Review titled Bowling Green Street Surgery
Replied on 26 February 2024
Dear Vijay, Thank you for taking the time to provide this positive feedback it's always nice to receive kind words about the services we provide at Bowling Green Street Surgery. However, we apologize for the very long delay in getting back to you. We have experienced some ongoing issues with NHS Website and due to circumstances beyond our control; regrettably we were not notified of a number of reviews, including this one. We are now reviewing our response process. We are very sorry that your review was not responded to in a satisfactory time frame and are working very hard to ensure that this does not happen again. I am the Patient Involvement and Experience Manager for DHU Healthcare, and I am so pleased to hear that your experiences with the practice have all been positive especially in relation to accessing the practice via telephone, good and timely availability of appointments, i.e., same day and staff attitude. In the meantime, I will share your comments/feedback with both the Practice and Senior Leadership teams for Bowling Green Street Surgery. Once again thank you for taking the time to provide feedback. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)