Birchwood Medical Practice - Ratings and reviews
Reviews
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Review titled Brilliant service
Rated 5 stars out of 5
by Mike Hodder - Posted on 13 February 2024
Our practice at Birchwood Medical Practice gets quite a bit of flack, but they should also get the praise when it's deserved. For me, it is definitely due today. Yesterday evening my knee swelled up and got worse overnight getting rather warm, painful and making it very difficult to walk. I spoke to a lovely receptionist this morning and within 2 hours was seen by the advanced nurse practitioner and a GP who started me on antibiotics and organised bloods and xrays to make sure I don't have sepsis. A great team effort which should be acknowledged.
Visited February 2024
Review titled Birchwood Medical Practice
Replied on 22 February 2024
Hi Mike - goodness me, it sounds like you had an extremely difficult situation with your knee! I am so pleased that all areas of our teams were able to help you promptly and provide the right care at the right time. We are very grateful that you have taken the time to provide feedback about your experience - it really makes a difference to everyone here as they really do care. I hope you are recovering well, but please do not hesitate to come back to us if you need further support. Best Wishes Debra Spencer Practice Manager
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Review titled 'Appointment Booking'
Rated 2 stars out of 5
by Anonymous - Posted on 08 April 2024
On line booking offered only 1 Tel consultation for 8 days time: Telephone booking offered appointment 3 weeks time: Alternative venue taken for 6 days time. Reception booking 'bloods' n/a for 3 weeks: Alternative venue taken:
Visited February 2024
Birchwood Medical Practice has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2024
Lovely friendly practice , with caring staff Thinking outside the box to get the answers you need. Recently had an appointment with my mum and the Dr we saw was amazing - during hard times they are trying their best
Visited January 2024
Review titled Birchwood Medical Practice
Replied on 22 February 2024
Thank you so much for taking the time to provide a review and for your understanding of the extreme pressures GP services are currently experiencing. Your kind words will really make a different to the team who are all passionate about delivering excellence in service and care. We experience real distress when we cannot help as we would want to due to issues outside of the control of the practice. Thank you again and we look forward to continuing to help you. Debra Spencer Practice Manager
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Review titled Unhelpful
Rated 1 star out of 5
by Varun - Posted on 31 March 2023
Called them twice about my ear. First time I called a month back i had a feeling that my ears were blocked. A doctor called me and prescribed a nasal spray saying I need to call back after using the spray for 2 weeks. My symptoms have gone worse. Have nearly Lost all hearing in my right ear and now have pain. The receptionist first told me to do an online consultation. When the result of the online consultation was that the surgery needed to give me an urgent appointment, the same receptionist told me to call 111 as there are no appointments available. Didnt even think it was necessary to let the doctor(who told me to call back) know. thought the doctors should bd making these decisions not someone who talks to us like they are doing us an favour by answering the phone
Visited March 2023
Review titled Birchwood Medical Practice
Replied on 05 April 2023
Hi Varun. Firstly, thank you for taking the time to provide feedback to us. We really appreciate it even when you tell us your experience was not the best for you. Like all services that are not 24 hours, we have a finite number of appointments available to book with clinicians. The number of appointments is managed to ensure patients are dealt with on the day, safely. When all available appointments have been booked and a patient still needs to be reviewed, we signpost to the next available service unless the patient meets specific criteria e.g. child under 12 years, palliative, vulnerable. Emergencies are referred to 999 but most are referred to 111 who can then make a more thorough assessment than a digital consultation form. 111 can then direct you to the most appropriate other service if you need care the same day when we are already at maximum capacity. This can be a urgent treatment centre e.g. South Bristol Community Hospital if they assess you as needing treatment on the day. Patients can also self-refer to an urgent treatment centre. This protocol is approved by the clinical partners, so the reception team are following their instruction and are not independently advising patients without support. Unfortunately, the number of trained GPs and advanced nurse practitioners available to work in general practice is reduced whilst demand is ever increasing. Also, funding cuts to direct GP services mean we are unable to afford extra staff to meet the unprecedented demand. We have 2 GPs on maternity leave at present which also contributes to the wider service provision issue as there are insufficient numbers of locum GPs to provide face to face consultations. These types of situations are currently experienced by a lot of doctors' surgeries. In 2022, GP practices provided more appointments than hospitals even with a declining workforce. GP services provide over 90% of consultations in the NHS but receive only c8.1% of the NHS funding pot (source: https://www.bma.org.uk/advice-and-support/nhs-delivery-and-workforce/funding/investment-in-general-practice). We are very sorry that we could not meet your needs on the day and trust that you took the advice to call 111. You may also wish to visit you community Pharmacist who can assist with assessing ear symptoms. You may also find this link to NHS guidance for blocked ears helpful: https://www.nhs.uk/conditions/earwax-build-up/ . If you do have ear wax build up, you may wish to contact a private provider as our surgery does not currently offer earwax removal. Once again, thank you for taking the time to share your experience and we hope that once our team members return from maternity leave - one is back in June - we will be better placed to support you and all of our patients. Debra Spencer Managing Partner
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Review titled Friendly and caring team
Rated 5 stars out of 5
by Anonymous - Posted on 16 August 2022
Despite the difficulty to get GP appointments nationwide, Birchwood’s team are always friendly and helpful. The introduction of the new E-consult service is great, especially if you don’t want to call up to get an appointment. Although this won’t minimise the appointment wait time, I found it easier and quicker to submit a form. I have been in touch with the administration team via their Facebook page with queries about my recent appointment and they were swift to respond! can’t fault them :)
Visited August 2022
Review titled Birchwood Medical Practice
Replied on 23 September 2022
Thank you so much for your kind feedback. It is extremely challenging with increased demand and lack of GPs nationally, but understanding and kindness from our patients, like you, really supports the team in their daily conversations with patients. Thank you again - and please do not hesitate to contact me when you need to. Debra Spencer Practice Manager
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Review titled Going round in circles
Rated 1 star out of 5
by Dean Wick Road - Posted on 16 September 2022
Have been trying to get an answer about, and treatment to remove, a lump since 1st August, its now 16th Sept. At first was fobbed off and told to go to boots, if they couldn't deal with it they would refer me back to the gp. Given that the lump bleeds occasionally and had grown in the time I'd had it I felt a little too worried to accept this. I was reluctantly given an eConsult link by reception. Ghe eConsult gives a date the surgery should respond by (think its within 2 working days). At this deadline the surgery got in touch to say a gp would review my eConsult in about 2 weeks. After reviewing the gp attempted to call me and left an answer phone message saying I would need to come in. Called back to arrange this, no appointments available. Would have to call at 8am in the hope of getting one - despite their gp requesting to see me, why the patient needs to chase them down seems silly. Get this appointment sorted in the next few days. On attending the appointment the gp took a very brief look, told me it was a skin tag and how to remove it. Followed the instructions, removed the portion that was above the skin. But there is a portion below the skin... Which I explained in the eConsult. I'm now back where I started august 1st with the lump growing back through the skin where it was previously removed. I trust that the gp is right in that its nothing too malignant but the lump is in a sensitive place, bleeds often, and its causing me a fair bit of worry and the whole process has become a farce. Ive submitted a new eConsult as advised. This one was dismissed because I didnt send pictures (when the eConsult says don't send pictures of the area in question). Resubmitted the thing from the beginning, got the same 'gp will view this in 2 weeks'. Got a call from reception saying someone would call me tomorrow morning as the gp is closed for the queens funeral. Single missed called from a withheld number, no answerphone message, or follow up comms. Guess I start the process again? Honestly ridiculous. My partner also rang yesterday as she eas advised by her arthritis contact at the hospital to check the chest discomfort she is experiencing isnt anything more untoward before she gets chance to attend the hospital appointment. She was promised a callback same day. No one called
Visited August 2022
Review titled Birchwood Medical Practice
Replied on 23 September 2022
Thank you for your review, Dean. I understand our assistant manager has already been in touch and booked a Face to Face appointment for you. We are very sorry as there was clearly a breakdown in communication regarding the change in appointments as a result of the late notice Bank Holiday for the funeral of Her Majesty Queen Elizabeth II. Our team will learn from this feedback and we are very sorry we gave you cause for any upset. If you are still experiencing issues following your scheduled appointment please do contact Coel, again, and he will be able to assist. If your partner would like to speak to us, please do ask them to call. Kind regards Debra Spencer Practice Manager
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Review titled Very unhelpful staff
Rated 2 stars out of 5
by Anonymous - Posted on 05 May 2022
The surgery have been very unhelpful the last couple of times I’ve needed their help. A rang a GP about a pretty worrying post-pregnancy condition and never heard back from them. I ended up paying to see a private specialist. The last receptionist I spoke with was really unhelpful with a fairly straightforward query. And most annoyingly, my 12 week old son missed having his vaccinations because the nurse didn’t know I had arrived despite me trying to check-in on arrival and waiting outside her room. Very poor service and unsupportive during a time when you really need it.
Visited May 2022
Review titled Birchwood Medical Practice
Replied on 05 May 2022
I am so sorry to read about this experience you have had with us. Please can I ask that you call and ask to me speak to me or my assistant manager, Coel Pullin, so we can fully investigate what has happened. This is clearly an opportunity for us to improve our service and we really look forward to hearing from you so we can address the issues you have encountered. Debra Spencer Practice Manager