Bramhall Health Centre - Ratings and reviews
Reviews
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Review titled Shamefully Inadequate
Rated 1 star out of 5
by Christopher Quilliam - Posted on 05 February 2024
You are unable to talk to a receptionist to arrange an appointment anymore. Unfortunately, we are forced to fill out an online form for a GP to triage at some point. This is pitifully bad enough but there is only a small window of availability for this form. I tried today at 11:15am and they have already closed the form from accepting all requests for the day.
Visited February 2024
Review titled Bramhall Health Centre
Replied on 13 February 2024
Dear Mr Quilliam, We are sorry that you feel our service has not been adequate. Our Receptionists remain available to speak with over the phone. We have found that the average queue times have been reduced significantly with the changes that have been implemented. The has led to better accessibility to our Receptionists via the phone. We understand and recognise that some patients may not have the means or confidence to fill out an online form. This was an important consideration when implementing the new system. The Reception Team are available to speak to 8:00am – 6:00pm and will complete the form on the patient’s behalf. Unfortunately, we are sometimes limited in how many on the day appointments we can offer, and this means that urgent requests are signposted to other services. We are sorry that you have experienced this when you have gone to access our service. We are passionate about providing quality care whilst also ensuring that the clinical staff are working within safe limits. For more information: https://www.bma.org.uk/advice-and-support/gp-practices/managing-workload/safe-working-in-general-practice. Last week we received on average 170 requests per day, these were reviewed by a triaging GP and provided with a response the same day. We hope that you have a more positive experience on your next contact. We appreciate your feedback. Kind regards, Bramhall Health Centre
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Review titled Much improved contact arrangements
Rated 4 stars out of 5
by John Schultz - Posted on 27 February 2024
Despite being in my 70s, I welcome the online booking form - although it would be even better if one could complete it outside surgery hours and send it within them. I find it helpful to be given the opportunity to set out my condition or question calmly in advance of a consultation, and to give the full picture so that the GP or other clinician knows what to expect. That allows for a shorter time in the surgery - and often avoids having to make the journey at all.
Visited February 2024
Review titled Bramhall Health Centre
Replied on 22 April 2024
Good Morning, Thank you for your wonderful feedback on our new triage system. We are so glad you had a very positive experience. We hope to continue to develop this system to allow for better functionality and improved patient access. Kind Regards, Bramhall Health Centre
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Review titled Seem to regard patients as an inconvenience
Rated 1 star out of 5
by Steve Syder - Posted on 07 December 2023
This practice advertises for new patients but provides an appalling service for existing ones. They hide behind a technological wall of excess bureaucracy as if they don't actually want to waste time seeing patients. Their web site does not even provide a clear, clickable link to book an appointment. Astonishingly "Book an appointment" includes everything under the sun except a Gp appointment. If you are lucky enough to access the application form to beg for an appointment (it's open for a very brief window) chances are you will hear nothing for 2 days and then you will be told it's routine. Then, a week or two or more later, you will receive a link to available appointments, and if you're really lucky you will manage to click on one before anyone else does and finally be given an appointment. Add to that the "Sign in here", "Key in the code we just sent you" and all the other nonsense they have "To protect confidentiality" and it becomes ever more farcical if it wasn't so serious. I don't know who they have triaging these begging letters, but, in my experience, they clearly lack sufficient ability. The result of this is that people will eventually start exaggerating their condition in order to boost their chances of a rare appointment. The scramble to get through on the phone at 8.00 am was infinitely better than this - at least for patients, but they clearly come last at Bramhall Health Centre. Try phoning now and you will enter a labrynth of cul de sacs all designed to keep you away from a living, helpful person.
Visited December 2023
Review titled Bramhall Health Centre
Replied on 18 December 2023
Dear Mr Syder, Thank you for your feedback. We are sorry that you feel the system is not an improvement on the previous one. The Practice implemented the new system in April 2023 in response to the Government announcement (For more information: NHS England » Delivery plan for recovering access to primary care). The aim was to make the service more accessible and reduce the phone queue in the mornings. The consensus based on the feedback we have received so far has been positive, although we accept that new systems often take time to embed. We have found that the most effective way of making the link to the request form is to phone us using the usual contact number and selecting the relevant option. This automatically triggers a text to your mobile phone with the link. For patients who do not use a mobile phone or require assistance, can select the option to speak to a receptionist who will generate the request on their behalf. As a direct result of the changes implemented, we have noted a significant reduction in the number of calls received at 8:00am. Once the request has been received, the Triaging GP reviews all requests on the same day and advises how urgently the patient needs to be seen. The patient is advised of the action required on the same day. For example, urgent/routine. If you wish to discuss in any further detail, please contact us directly and we will be happy to arrange a meeting with you. Kind regards, Bramhall Health Centre
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Review titled Dreadful
Rated 1 star out of 5
by Jason hall - Posted on 29 October 2023
Asked for appointment on july 7 using new “system”- got one for a month (!) later, when i would be on holiday- called a week later to cancel, and would receive another. It came, 28th of october, nearly 4 months (?!?) later- went in, told i didnt have one despite it being on my phone- this practice is almost non-existent now, one doctor, impossible to get an appointment there now- i said “f it,i will go private, my apologies but i have been struggling to breathe on certain days- awful place now.
Visited October 2023
Review titled Bramhall Health Centre
Replied on 30 October 2023
Dear Mr Hall The practice would like to discuss this incident with you directly, and will be in touch with you. Regards Bramhall Health Centre
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Review titled Online Assessment Gatekeeping
Rated 2 stars out of 5
by Anonymous - Posted on 26 November 2023
Unfortunately, you cannot phone to make an appointment anymore. You have to now fill out an online form for a doctor to remotely triage at some point before they determine you worthy of an appointment.
Visited September 2023
Review titled Bramhall Health Centre
Replied on 27 November 2023
Good morning, Thank you for your feed back on our current system. Our aim is to improve accessibility whilst also ensuring patients are responded to based on clinical need. The emergency doctor triage's all online forms on the day and all patients will be contacted in regards to further actions the emergency doctor has advised. Thank you again for the feed back. Please do not hesitate to contact us should you have any further comments. Kind regards Bramhall Health Centre
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 09 September 2023
In my opinion the practice is not geared up for patient care. Very difficult to get an appointment. If you have an ongoing condition there is little attention paid to review progress.
Visited September 2023
Review titled Bramhall Health Centre
Replied on 19 September 2023
Dear Patient We are always happy to discuss any aspect of our patients experience whether positive or not and we welcome the opportunity to meet informally in person to resolve any issues you wish to discuss. Kind regards Bramhall Health Centre
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Review titled Innovative triage system
Rated 5 stars out of 5
by Debbie - Posted on 14 July 2023
I think the new booking system to see a GP by filling out a triage form is a great idea. Admittedly, when I first dialled, it was after the triage system had closed for the day but I submitted my form around 11 am the following day, had a call around midday and saw a doctor at 3.30 pm (I had actually been offered a 2.30 pm appointment but was not free at that time). When I went into the consulting room, the report I had gone to discuss was already up on the doctor’s screen so valuable time was saved and I was able to discuss it with her and another matter which I had also been able to highlight on the form which was also dealt with. This must have saved quite a bit of time and I felt I got more out of the appointment because of it. It also saved the amount of time you can sit waiting for the phone to be answered because of the volume of calls the receptionists are trying to deal with. Thank you.
Visited July 2023
Review titled Bramhall Health Centre
Replied on 24 July 2023
Good afternoon Debbie, Thank you for your wonderful feedback on our new triage system. We are so glad you had a very positive experience and ease to access an appointment via submitting the form online. We are aware of patients who do not have access to the internet etc and for ease of access for them reception complete the forms on their behalf. Many thanks again for your positive comments which have been forwarded to all of the practice. Kind regards Bramhall Health Centre
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Review titled Not baby friendly
Rated 3 stars out of 5
by Anonymous - Posted on 14 July 2023
Recently joined this practice after moving into the area. The main reason as I have a 7 month old and the health visiting team are based here. I find it shocking that there is no changing table for babies. I was told to change my 7 month old on the toilet floor. There is plenty of room in the disabled room for a fold down changing table. I had to push to flimsy chairs together to change my babies nappy who had opened his bowels. No one cleaned the chairs either after we had changed him on them. Please install a changing table for babies
Visited July 2023
Review titled Bramhall Health Centre
Replied on 24 July 2023
Good afternoon, Thank you for your valued feedback. As the building is owned by NHS Property Services rather than ourselves we will pass your feedback onto them. There are baby change facilities in the health visiting room however this is again managed by NHS Property Services rather than the GP Practice. Whilst we are not responsible for the lack of facilities we are in agreement with you and will therefore carry the comment forward. Kind regards Bramhall Health Centre - GP Practice
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Review titled Great online GP service
Rated 5 stars out of 5
by Alison Brown - Posted on 21 June 2023
I'm very impressed with your online consultation firm and process. Each time I've used it I've been contacted the same day by a GP and if needed had a call or F2F with the GP the same day. This is a very efficient way to get the help you need as long as you are tech savvy. Long may this service continue running as efficiently
Visited June 2023
Review titled Bramhall Health Centre
Replied on 26 June 2023
Good afternoon Alison, Thank you for your feed back we find this especially valuable as we have recently reviewed and moved to this new system. Our aim is to improve accessibility whilst also ensuring patients are responded to based on clinical need, and to ensure that the online system is accessible for all patients. Where patients do not have the use of computers/smartphones we have trained all staff to be able to fill out and submit the form on the patients behalf. Thank you again for the feed back and support, please do not hesitate to contact us should you have any further comments. Kind regards Bramhall Health Centre
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Review titled Very helpful
Rated 5 stars out of 5
by Mr Paul Devaney - Posted on 16 May 2023
Called in yesterday to see district nurse but my name wasn't down for the appointment, the lady on reception was extremely helpful and not only sorted out the appointment but also set up 3 more appointments for me. Brilliant customer service, keep up the Brilliant work.
Visited May 2023
Review titled Bramhall Health Centre
Replied on 22 May 2023
Dear Mr Devaney Thank you so much for taking the time to leave your feedback, I will pass this onto the clinic clerk who was on reception that day. Many thanks again. Bramhall Health Centre