Bradley Stoke Surgery
Brook Way, Bradley Stoke, Bristol, Avon, BS32 9DSContact details and opening times
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Reviews
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Review titled I needed much more help and support
by Liz925 - Posted on 30 May 2023
It took me over 20 minutes to fill in the klinik form. It was extremely difficult. All I wanted was to speak to someone further about some x-ray results. To receive x-ray results by text with little detail was dehumanising! I did get a fairly quick response with Dr calling me. But was then requested to go through whole klinik procedure again to book physio appointment! I said I couldn't face that so Dr did say would get admin team to do that. Will wait and see if get that. Dr also did nothing re fact I suffer from depression and I said whole thing was negatively affecting my mental health. I was crying on the phone! What has happened to being treated as a human being? Do the medical profession not understand that physical and mental health is closely interlinked? I needed much more support and help.
Visited May 2023
Provided by Care opinion
Review titled Bradley Stoke Surgery
Replied on 05 June 2023
Dear Liz925, Thank you for your review and apologies if you have found our new Klinik system difficult to use, but patient have found that familiarity with the system speeds up the process, ie on second and subsequent presentations. Text messages are used to inform patients about their results, eg for blood tests and X-rays, as telephoning patients when their result is normal is not an effective us of a clinician's time, which is a standard process in general practice. If a clinician needs to speak to a patient about their result, then the text will ask them to complete a Klinik form. On receipt of the Klinik form, then an appointment will be made for the patient to discuss with a clinician. The GPs do not ask the Admin Team to book appointments for patients, as the patient must submit a Klinik form for each medical issue, and appointments are only booked by the Patient Co-ordinators. If you require an appointment with a physio then please complete a Klinik form; if you are not able to do so, then please telephone the Practice and a Patient Co-ordinator will complete one with you. However, this is likely to take longer than if you did it yourself. Again if you require an appointment for your depression then please submit a separate Klinik form, as only one medical issue can be addressed at each appointment. I hope you find the above clear and if you wish to discuss how to access the Practice's services then please contact the Practice. Regards Carl West Business Manager
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Review titled Terrible New Klinik system
Rated 1 star out of 5
by Anonymous - Posted on 06 April 2023
THe new system of trying to book an appointment or any other services is long,wordy and difficult to understand.When I asked for help filling in the form the coordinator was extremely rude and sounded at the end of her tether although it was only 10 am .When I pointed this out she did change her attitude and was helpful after much feedback from me .The doctor I spoke to eventually was professional and helpful and asked me to book a blood test.Again the system needs to be used so I had to ring and ask for help and then submit another Klinik request and wait to be called back with an appointment.I got one in over 2 weeks time.I spent 45 mins waiting on the phone to get through for a system that doesn't do what patients need it to and was told no we don't help filling in the form by 2 patient co ordinators.Having a caring,supportive attitude to sick people must be a priority and ot making them feel worse is the job of the coordinators.I hope they will all consider the detrimental effect that making patients feel stupid for not wanting to use an online triage system and who just want to see a doctor has on them.
Visited April 2023
Bradley Stoke Surgery has not yet replied.
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Review titled Access to services
Rated 3 stars out of 5
by John Finch - Posted on 04 May 2023
The KliniK system adds an extra layer to the process of contact and appointment booking. Perhaps it will improve as training in the use of the system also improves.
Visited April 2023
Review titled Bradley Stoke Surgery
Replied on 09 May 2023
Dear Mr Finch, Thank you for your review about the Practice's new Klinik system that enables patients to access our services. I think you are right in that it will take some time for both staff and patients to become fully conversant with the new system; we are currently only in our 7th week since its introduction. Nevertheless, we have already learnt much about our current demand and have successfully recruited additional clinicians to help cope. This has resulted in a significant increase in our capacity to deal with the increased demand for appointments that all general practices have experienced since the Covid pandemic. We will continue to monitor the new Klinik system and put into place improvements for all our patients. Regards Carl West
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Review titled Admin staff don't know how to do their job
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
I had an appointment for my son 10 days ago and was referred to a specialist. As it was an urgent referral I was expecting it to come through quickly. Since I hadn't heard anything I called back surgery to check on the status. The staff told me they haven't been able to fill the form for the referrals as they have staffing issues and due to holidays. This is totally unacceptable. I can understand the wait time to see Doctors or Nursers who are overwhelmed with patients, but if the doctor has already made the urgent referral but are getting delayed because the admin staff are not doing their jobs, this is unacceptable to me. This is also not the first time, I was referred to Southmead hospital for an appointment last year and I never received the referral. Please do something and train your staff if they don't know how to handle admin jobs.
Visited April 2023
Review titled Bradley Stoke Surgery
Replied on 03 May 2023
Dear Anonymous, Thank you for your comments about the Practice's Admin staff not knowing how to do their job and specifically not completing an urgent referral. However, on investigation of your son's referral and also speaking to the GP who examined him, he confirmed that the referral was not urgent. As such he passed the referral onto the Admin staff as a routine referral that was completed on 24 April and in line with the timescales for completing a routine referral. I would also like to point out that the Admin staff, and in this particular instance, the medical secretaries are very good at their jobs of processing referrals, which have nearly doubled in the numbers processed each week since before the Covid pandemic. We currently have new medical secretaries in Practice and their training which includes processing referrals, read coding and summarising takes up to 6 months for a new member of staff to become fully conversant with their role given the increasing complexity. I hope that my response clarifies the situation regarding you son's referral. Regards Carl West Business Manager
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Review titled Ridiculous systems
Rated 1 star out of 5
by Andrew Griffiths - Posted on 31 March 2023
Joke of a system, filled in new klink system! No response, apparently sent text but no text recieved rang surgery told I've been booked.into physio on 26/4 so over three weeks away, no examination so no idea what the issue is! And in pain with condition, how do we know physio is need with out examination!! What is going on at this surgery, it says on website you have a GP allocation to each patient but can't ever seem to see your GP!!!?
Visited March 2023
Review titled Bradley Stoke Surgery
Replied on 11 April 2023
Dear Mr Griffiths, Thank you for your feedback about our new Klinik system and I apologise if you have experienced difficulty in its use. Klinik is new to both the patients and the staff and so I would ask you to persevere with it. This new system is in use with over 300 practices in UK and as such it is not new; we have the opportunity to provide feedback in order to improve its use. The appointment confirmation service by text is not new and we have used it for several years. We have not received similar comments from other patients about not receiving such texts confirming appointments. I am aware that Dr Langdon has spoken to you this morning; she confirmed with you that it was appropriate for you to be given an appointment with a first-contact physio and that you were currently pain free. I should also point out that only one online form should be used for each medical issue, so that each issue can be dealt with separately. I take your point about patients being allocated a GP, but that is a contractual administrative issue. When you submit a Klinik online form it will be dealt with appropriately by the Clinical Team based on the information you submit on the form. This could result in an appointment with one of the various types of clinicians employed at the Practice and dependent on your medical issue; this may not necessarily be with a GP, as in your case above. I hope you find my explanation above clear and that your future experiences with Klinik are better. Regards Carl West Business Manager
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Review titled Always get great service
Rated 5 stars out of 5
by Heather - Posted on 21 October 2022
Confused to see such poor reviews for a surgery that has always offered me great service. Given the last few years, the staff here should be commended for the excellent treatment they provide. Never had an issue with the reception staff and have always been treated with respect. All too easy for people to forget how poorly funded and overstretched the NHS is and a little compassion for those delivering the service would go a long way. Keep up the good work!
Visited September 2022
Review titled Bradley Stoke Surgery
Replied on 24 October 2022
Heather thank you very much for your review, which has been shared with the Practice's staff as it really does make a difference to them to hear such positive comments. Regards Carl West Business Manager
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Review titled Power Assisted door
Rated 5 stars out of 5
by Sarwat - Posted on 19 May 2022
Thank you for all your hard work and providing excellent care to my mum. With mum’s declining mobility, she is now using wheel chair. Does the surgery door has power assisted entrance? ie door stay open when button is pressed to enable carer to push wheel chair in. It gets difficult to keep door open with one hand and push mums wheel chair with one hand to enter surgery as it needs more force to push over bumps. (We came for COVID-19 booster). I asked reception but they were unaware. I would be grateful if this can be looked into. Once again thankyou very much for excellent care. It means a lot.
Visited May 2022
Review titled Bradley Stoke Surgery
Replied on 20 May 2022
Dear Sarwat, Thank you for your positive comments, which are always good for the staff to hear, especially after a very difficult last 2 years. I note your comment ref the power assisted door which the Practice's main door is fitted with. Yes, it will stay open when a button is pressed and the patient co-ord should know that the door will do this and how to operate it if required by a patient. We have 3 new pat co-ords, one was on duty yesterday when you visited the Practice, and we will ensure that she and the other new staff are aware of this facility. Apologies for any inconvenience. Many thanks again. Carl West
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Review titled Sad it has a poor rating
Rated 4 stars out of 5
by Marion - Posted on 20 May 2022
In 8 yrs I have been more than satisfied with the service from this practice. My ongoing illness now has changed my feelings. Many excellent doctors who are guarded by some less than excellent front staff! Treatment from one doctor in particular has lifted my confidence and pushed to get me a life saving diagnosis quickly. I hope the difficulties I have experienced this month will not become the 'norm'!
Visited May 2022
Review titled Bradley Stoke Surgery
Replied on 25 May 2022
Marion thank you for your review and I am very glad to hear about your positive experience with the GPs and one in particular, which we will pass on to them. I am aware that the Practice's Operations Manager spoke to you on Tues 24 May regarding your comment about the doctors being guarded by some less than excellent front staff. To reinforce what she said, the Patient Co-ordinators do not guard the doctors and everything that they do with patients, ie the procedures that they follow are decided and given to the Patient Co-ordinators to follow by the Practice's GP Partners. For example if we are full and cannot take another patient, then the Patient Co-ordinators are not permitted to squeeze patients into their full lists, as stipulated by the GP Partners. However, as an overflow there is the facility to submit an eConsult, the process for which can be found on our website. So this is not the Patient Co-ordinators guarding the GPs but simply following the procedures as given to them by the GP Partners. I hope that is clear; if you wish to discuss this further or any other matter pertaining to our services then please contact either me or the Practice staff. Regards Carl West Business Manager