Belvedere Medical Centre - Ratings and reviews
Reviews
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Review titled Misleading Appointment Booking
Rated 3 stars out of 5
by Catherine Williams - Posted on 07 August 2023
I was sent a text that I needed to book a phone consultation with my GP to discuss my test results. I booked a 10 min slot at a time I knew I would be available. The GP called me half an hour earlier than this time when I was in the dentist chair. I then received another message saying as I'd missed my appointment I'd need to re-book. I called the surgery at the time my appointment was booked, completely confused. After a 20 wait, my call was answered where I was told that there was a 3 hour window for this call, one hour before, 2 hours after. I'd never heard of this before. Feeling a bit stupid I decided to check the original text message I received, no mention of a 3 hour window, I checked the email confirmation of my appointment, no mention of a 3 hour window, & finally I checked the appointment page on the surgery website, no mention of a 3 hour window. So how was I supposed to know this? Also how are people with busy lives supposed to work around this? You could be in an important meeting at work where phones have to be on silent, you could be traveling on the tube with no signal, or in a position where you are unable to answer your phone, like I was in a dentist chair. Does the GP surgery expect you to put your life on hold for 3 hours waiting for a call that might happen, does it not understand how impractical that is? This doesn't happen when you book an appointment at a hospital, dentist or optician, if these places are able to honor the appointment time that is booked, why can't GPs? Also why doesn't the surgery make the 3 hour window rule really clear? I would never have booked the call for 40 mins after my dentist appointment of I'd known. It's a shame because any face to face appointment I've had at this surgery has been really good, but the admin/red tape/miscommunication around appointments is completely inadequate. (Incidentally I found out that my GP had actually left for the day, 10 mins before my booked appointment time slot)
Visited August 2023
Review titled Belvedere Medical Centre
Replied on 10 August 2023
Our Automated system will generate an appointment reminder 3 days before and again at 1 day before booked appointment. For Telephone appointment the message will be:- Appt reminder: month – day either am or pm - PLEASE DO NOT COME to the Surgery as this is a phone appointment. We will try to call you at your booked appointment time but you may be called up to 1 hour before or 2 hours after this time, please ensure you are available to accept the call. We apologise for this. We can only apologise if you failed to receive these messages. The reason for the time scale is so that clinicians can manage their daily workload better and have the possibility to ask patients to see them face-to-face the same day if required
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Review titled Email
Rated 3 stars out of 5
by Teresa - Posted on 09 August 2023
I have been trying to contact you by phone and have been on hold for 40 minutes. I need your email to send a doctor's letter. This is a waste of my working day time. It would be helpful for you to provide a clinical email address for professionals.
Visited July 2023
Review titled Belvedere Medical Centre
Replied on 15 August 2023
We do apologise for your recent experience with Belvedere Medical Centre. We do have a surgery bypass number and we have a dedicated email address which is only available members of other agencies and professionals Belvedere Medical Centre used to have a generic email address but unfortunately, this was abused and became unsafe due to the sheer volume of emails being sent and not having the resources to answer each email in timely fashion. A decision was made to remove this and for registered patients to submit queries and requests via AskFirst App
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Review titled Impossible phone service
Rated 1 star out of 5
by Samantha Ward - Posted on 07 July 2023
I rang the surgery at 8am today for an urgent appointment and was lucky enough (or so I thought) to be no. 2 in the queue. I waited for 40 minutes and nobody answered the call! How can it be that the bank of reception staff that are always present at Belvedere Medical Centre takes so long to answer 2 calls?! I have a repeat throat infection that, 2 weeks ago, landed me in A&E so I desperately need to see a doctor. Am I being unreasonable to expect the phone to be answered? I went on ask first to see if booking there was quicker and the nearest appointment was 12 days away! I tried again and just got "we are experiencing high levels of calls" automated response.... who figured?! What a disgraceful way to run (or not run) a practise.
Visited July 2023
Review titled Belvedere Medical Centre
Replied on 13 July 2023
We do apologise for your recent experience with Belvedere Medical Centre. We will fully investigate this and raise your concerns with Reception staff We will contact you by phone to ask if you would like to discuss this further and will offer you an appointment with the Practice Manager
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Review titled Phone
Rated 1 star out of 5
by Anonymous - Posted on 06 July 2023
Have now been on the phone for 22 minutes - 18.10 pm now Was caller number 5 when started now no 4. Started the call about 17.45. Absolutely disgusting. 25 mins now still caller no 4 please hold recording says. They close at 6.30 let see what’s happen hooray caller no 3 after 28 mins 33mins caller no 2 please hold Time 18.23. 18.29 still no 2 in the queue - please hold -18.30. - ringing tone now but no one answering. 18.32. Disgusting
Visited July 2023
Review titled Belvedere Medical Centre
Replied on 13 July 2023
We do apologise for your recent experience with Belvedere Medical Centre. We will fully investigate this and raise your concerns with Reception staff We would encourage you to make yourself known to the practice. If you would like to discuss this further please make an appointment with the Practice Manager
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Review titled Useless
Rated 1 star out of 5
by Anthony Bird - Posted on 05 July 2023
Mum 82 years old expected to have access to the Internet. Over one hour trying to get through on the phone which was cut off twice. Absolutely ridiculous for the older generation seriously it's a doctors they need to see patients. Maybe there first training would be to answer that back or beige thing on the desk that makes a noise
Visited July 2023
Review titled Belvedere Medical Centre
Replied on 10 July 2023
We do apologise for your recent experience with Belvedere Medical Centre. If you would like to discuss this further or have any specific concerns please make an appointment with the Practice Manager
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Review titled Great GP surgery
Rated 5 stars out of 5
by Anonymous - Posted on 07 June 2023
I have been with this GP for 35 years. Never had any major problems. From the reception staff to the medical staff, I feel very well treated and always listened to. The switch to booking appointments via 'Ask First' is the best thing that's happened in the last year. So easy to use and you can see all the appointments available. Saves so much time, better than waiting on the phone. Really like being able to check in without queuing. Thoroughly recommend.
Visited June 2023
Review titled Belvedere Medical Centre
Replied on 13 June 2023
Thank you for taking the time to post a comment It is always nice to receive positive feedback as a reflection of the hard work the staff do to provide the best possible service for our patients. All our staff work extremely hard to provide a high standard of healthcare for all our patients. We pride ourselves in providing a friendly and welcoming surgery We are pleased you like the AskFirst App, which was developed to help patients at Belvedere Medical Centre get through to our surgery. Using AskFirst is quicker than calling the surgery. You can book or cancel routine appointments using the App. We hope you have a continued good experience at our surgery.
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Review titled Surgery was good not so much now
Rated 2 stars out of 5
by Anonymous - Posted on 03 May 2023
Since joining the surgery approximately three years ago I always had great confidence and respect for it. Lately I am having some sort of problem with my prescriptions🤦♀️there is usually something missing or recently the prescription wasn’t done at all after requesting my meds. I was left again without pain meds which I need every day. It was sorted eventually but not after going over the bank holiday without them causing me a tremendous amount of pain. The ask first app also used to be good to use but again not lately. You can’t get an appointment for two weeks, this is useless when you need to see a gp asap. I have booked a face to face on there only to get to the surgery to be told it was a telephone consultation, which wasn’t the case. I see that the surgery says it’s still taking on new patients, it would be good if the patients you already have could rely on a service before taking on more new patients. There is one lady at the surgery that I can always rely on, she listens and sorts things out asap obviously it is harder to get an appointment with her but it is well worth it as long as it isn’t something urgent. It means if I can speak to her then I don’t have to keep explaining all my medical issues/ history as she knows me so well.
Visited May 2023
Review titled Belvedere Medical Centre
Replied on 15 May 2023
Dear Patient, We do apologise for your recent experience with Belvedere Medical Centre. We would encourage you to make yourself known to the practice so that we can look into this further. If you would like to discuss this or have any specific concerns please make an appointment with the Practice Manager.
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Review titled Telephone Queue Times absolutely unacceptable
Rated 1 star out of 5
by Annabelle Killick - Posted on 09 May 2023
I have called today 09/05/23 to arrange a telephone consultation with the GP and in 1 hour and 25 minutes I have moved up 5 places in the telephone queue to get through to reception. This is completely unaccteptable. I am expecting to wait 2-3 hours to get through to them to try and get an appointment.
Visited May 2023
Review titled Belvedere Medical Centre
Replied on 15 May 2023
Thank you for your feedback. Unfortunately there were maintenance works being carried out by the phone company which affected a large area in Belvedere. We were unable to access our phones but put a sign up on our website and in the surgery to advise patients that our phone lines were unavailable. We apologise for the inconvenience caused.
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Review titled Thank you
Rated 4 stars out of 5
by Anonymous - Posted on 13 April 2023
This morning l had an appointment with a nurse Practitioner . She was wonderful , listened to me , answered all my questions . I wasn't rushed . Everything was explained to me re test results . I couldn't of asked for a better service . I can't mention her name on here but a big thank-you to her from one patient who was very anxious
Visited April 2023
Review titled Belvedere Medical Centre
Replied on 16 May 2023
Thank you for taking the time to post a comment It is always nice to receive positive feedback as a reflection of the hard work the staff do to provide the best possible service for our patients. All our staff work extremely hard to provide a high standard of healthcare for all our patients. We pride ourselves in providing a friendly and welcoming surgery We hope you have a continued good experience at our surgery.
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Review titled Abysmal service
Rated 3 stars out of 5
by Peter Michael Robinson - Posted on 27 March 2023
I put in a repeat prescription request at 17:35 on Tuesday 21st March, on Saturday I went to the chemist to pick up my medication, only to be told it was not there. I have just spent 2 and a half hours trying to get through to the surgery, eventually I managed to speak to a pleasant young lady who informed me that my prescription request had not even been done, she promised to get it actioned today. It seems that every other time I put in a prescription request, something is missing, but this time the Dr couldn't even be bothered to do the request, totally unacceptable.
Visited March 2023
Review titled Belvedere Medical Centre
Replied on 30 March 2023
Dear Patient Sorry to hear of your experience. I have since spoken to you and hope the issues you have encountered will now be resolved going forward. Please be assured we always try to do our utmost at BMC to assure patients have a good experience and do not encounter such issues in the future.