Bridge Road Surgery - Ratings and reviews
Reviews
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Review titled Great service
Rated 5 stars out of 5
by Glenn racknell - Posted on 29 April 2024
After leaving bridge road a few years ago , my last surgery was dreadful.i changed over a few days ago and nothing is to much trouble my appointment was canceled from previous doctors with no call so called bridge road surgery the reception staff sorted out to see a doctor then need to change tablets given again called reception with in the hour phone call back all sorted the staff are very professional and very nice wish I had never left as they say the grass is not always greener
Visited April 2024
Review titled Bridge Road Surgery
Replied on 29 April 2024
Dear Mr Racknell, Thank you for taking the time to leave such nice feedback. I am pleased we have given you a good service and level of care. I will be sure to pass your kind words to all of my staff. They are much appreciated. Best wishes. Clive Sillitoe Practice Manager
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Review titled If you can get an appointment - very good
Rated 4 stars out of 5
by Angela Charlesworth - Posted on 25 April 2024
Whenever I or my Mum have seen a clinician, Practice Nurse or Doctor, they have been very good. The problem is getting in at all. Latest example (this week) was 1: visited systm online for future appointment - none available 2: sent admin query with lots of detail (why bother) - no appointments 3: next day tried both approaches again 4: next day tried both approaches again (same result of nothing available) 5: next day - rang 8:20am, no appointments, discussed with (very polite) receptionist. Could offer a Saturday appointment in 2 weeks, but suggested keep trying. 6: rang 8am, did not connect at first 3 attempts, when it connected (still 8am) I was 24th in the queue! Guess what the result was when I got through? Feel lucky that we do have an appointment even though nearly 2 weeks away. It would be nice to know when all appointments have gone but appreciate the technicalities of this while hanging on the phone may be difficult. Could there be a registration whereby if someone has called multiple times, an appointment be made for a future date? It feels really difficult to get any appointment now and I feel the practice needs to do better. It is letting the staff and patients down. On another point, I have had to look up my test results as have not been informed. Also been prescribed some medication in March that I knew nothing about (didn't know it was prescribed or why). I did query this but never received an answer.
Visited April 2024
Review titled Bridge Road Surgery
Replied on 29 April 2024
Dear Mrs Charlesworth, Thank you for your kind rating and useful feedback. It is correct that for a number or internal reasons recently appointments have been more difficult. This is mainly due to the unplanned absence of staff that regretably will have an impact. We are making some further changes which I anticipate will commence in June that I hope will improve availability. I do also appreciate and apologise that you have had some difficulties on the telephone. I do accept that at busy times, despite my receptionists best efforts, there can be a wait. We do always review all feedback we receive, so I will take into consideration the valuable points and suggestions you have made to see if I can incorporate any further changes that will be helpful. With regards to your query about your blood tests and medication, I will not discuss these on a public forum to protect your confidentiality. I will ask a staff member of my staff to contact you within the next few days. Thank you again for taking the time to give your feedback. Best wishes. Clive Sillitoe Practice Manager
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Review titled Mostly poor service
Rated 1 star out of 5
by Bernie Gooch - Posted on 19 March 2024
After having a very bad cough for the whole of January, I managed to get a same day appointment with a GP, but this has now left me with a very badly congested head resulting in my hearing being badly effected. I reported this online, and got a response back within 5 minutes with a link to book a phone appointment which was 6 weeks away. I went into the surgery to see if this could be bought forward only to be told if I needed a same day appointment to phone at 8 in the morning. Whilst I didn't need a same day appointment, I was not happy having to wait 6 weeks for a phone appointment. I have tried to ring the surgery a couple of times in the recent past only to be told I was number (?) in the que and put on hold to monotonous music. I eventually gave up after waiting for 45 minutes with no update as to where I was in the que. Whilst I appreciate that online contact is the way to go, it is not always the right way to go about it, especially having to wait 6 weeks for a phone appointment. Not at all happy with the quality of service.
Visited March 2024
Review titled Bridge Road Surgery
Replied on 20 March 2024
Dear Mr Gooch, Thank you for your feedback. Firstly I am pleased that you were able to get a same day appointment when you needed it. It is important that we always have sufficient capacity to offer those that feel they need urgent clinical attention on the day, and this can limit appointment availability. Also over the Easter period I have to increase the amount of same day availability, which also reduces the availability of routine appointments. Demand for all GP surgeries is extremely high. If I was to open all appointments immediately, then we would be fully booked many weeks ahead. This would mean there would be no same day availability for those that needed it. I therefore apologise that you have a wait. I would sincerely like to be able to offer every patient the appointment they would like, but unfortunately I am just not able to do so. Should your condition worsen, or you continue to feel you cannot wait for your appointment, please do contact the surgery via our website http://www.bridgeroadsurgery.nhs.uk/ With all telephone appointments, should a GP feel they need to see you, they would make the necessary arrangements for you. With regards to the telephone calls, I again apologise that at busy times there will be a wait, despite the considerable resources that are placed to try and answer all calls as quickly as we are able. I will happily investigate the times of your specific calls if you are able to give the dates and times that you called. Thank you for taking the time to give your feedback. Yours sincerely Clive Sillitoe Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Robert fullbrook - Posted on 18 March 2024
Asked to ring doctor to inform her how treatment was going when I did informed can’t leave a message ring at 8 in the morning this surgery goes from bad to worse
Visited March 2024
Review titled Bridge Road Surgery
Replied on 18 March 2024
Dear Mr Fullbrook, Thank you for your feedback. I am sorry that you had a poor experience. Please email me directly using clive.sillitoe@nhs.net and if I may have the phone number you called from I will listen to the call to see what we may have done better. Thank you for taking the time to leave your feedback Best wishes. Clive Sillitoe Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Melly T - Posted on 20 February 2024
Twice used online service for non urgent appointment in last three months and it’s excellent. First time contacted immediately with a same day appointment and today received a text within 5 mins of cf sending online form with telephone appointment for tomorrow. Times have changed but I can’t fault the service I have received. People too quick to complain but not quick enough to compliment, thank you
Visited February 2024
Review titled Bridge Road Surgery
Replied on 21 February 2024
Dear Melly T, Thank you for leaving such kind feedback. I am pleased that you have found the online service to be quick and efficient. Thank you for taking the time to leave the feedback. It is very much appreciated and I will be sure to pass on your kind words to my staff. Best wishes. Clive Sillitoe Practice Manager
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Review titled Sympathetic Responses
Rated 5 stars out of 5
by Ben FALAT - Posted on 07 November 2023
Following an unexpected loss of consciousness at home, with consequent drop-fall I (age-70) attended Bridge Road Surgery to ask for a BP analysis. Reception was Most Kind and Sympathetic. I was directed to the DiY facility, another staff followed to give support if necessary; having returned data slip to reception I was told that a doctor would follow up, however having hardly left the premises I got a call that a doc was already available and I was back indoors to be seen within ~4minutes … Wow !_! Doc was equally Kind and Thorough, and I was passed across for an immediate Bloods. I felt truly valued and handled with compassion throughout; Thank You All !
Visited November 2023
Review titled Bridge Road Surgery
Replied on 15 November 2023
Dear Mr Falat, Thank you for your kind words and for taking the time to leave your feedback. I am pleased to hear that you were happy with the care that you received at Bridge Road Surgery, and that you found my staff kind and sympathetic. I will be sure to pass your comments on to all staff. Best wishes. Clive Sillitoe Practice Manager
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Review titled Lack of understanding
Rated 2 stars out of 5
by Angela Bennett - Posted on 17 November 2023
Having had a hysterectomy due to cancer, when I contacted the surgery for help with back and stomach pain, I was contacted by a physiotherapist by telephone who said I probably had Sciatica. My oncology gynaecology nurse had told me that my GP was my first point of contact for any problems. I was emailed some exercises but told to call the surgery after the consultation that afternoon to request some painkillers for my stomach. This I did but was denied and told to call again on Monday. Who triages patients requests? How can a true diagnosis be made without a physical examination? I was also advised by my Oncology Doctor to have a flu vaccination together with my husband. When I called the surgery to arrange this, I was told I wasn’t eligible even though I am due to start chemotherapy. Why is it so difficult to see a Doctor? I have lost all faith in this surgery.
Visited October 2023
Review titled Bridge Road Surgery
Replied on 22 November 2023
Dear Mrs Bennett, Thank you for posting your feedback and I am sorry that you feel you have received poor care. I cannot trace receiving previous correspondence from you about your concerns, and as you have raised personal clinical issues, it is not appropriate for me to comment further on this, a public forum. I will ask a member of my team to contact you within the next few days to discuss your issues in more detail. Thank you for taking the time to tell me of your concerns. Yours sincerely Clive Sillitoe Practice Manager
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Review titled First class
Rated 5 stars out of 5
by Karen Tuxford - Posted on 16 October 2023
Iimade an appointment for my husband regarding a problem he has had doctor gif ( not sure how you spell his name ) saw my husband and within 6 day he had a referral at the receptionist Iispoke to today was fantastic and sign posted me to the correct procedure Thanks Bridge Road K Tuxford
Visited October 2023
Review titled Bridge Road Surgery
Replied on 17 October 2023
Dear Karen, Thank you very much for sending such positive and lovely feedback. It is very good of you to take the time to write. I am very pleased the GP was able to help your husband so swiftly, and I will be sure to pass your comments on to him. Thank you again for taking time to leave your feedback. Best wishes. Clive Sillitoe Practice Manager
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Review titled Misleading
Rated 5 stars out of 5
by Debbie - Posted on 06 October 2023
I received a call from the surgery regarding blood test results and was asked whether I would be free for the doctor to call me a week later. I confirmed yes. I then received a text saying “Don’t forget your appointment at 15.10 on Thursday 5 October at Bridge Road Surgery”. This suggested to me that I had an appointment to attend at the surgery rather than a phone call. I therefore rang the surgery to clarify. I was told it would be a phone call. I then received another text with the same wording the day before the appointment. I totally understand that doctors are very busy but 15.10 became 16.15 and I therefore rang the surgery to check. I was told the doctor would ring when she had time. I feel the wording of the text that was sent to me is extremely misleading. I was more than happy to wait for a call when convenient to the doctor and if the text had read “doctor will call you on [date]” with no specific time that would have been much clearer and not lead to me having to clarify things with the surgery over the phone. Please could you review the wording of texts that are sent out so that they are clearer. I have absolutely no complaints about the surgery or staff. Thank you.
Visited August 2023
Review titled Bridge Road Surgery
Replied on 10 October 2023
Dear Debbie, Thank you for taking the time to write a review and give feedback. We have only within the last few days made some changes to the way appointments show on our system. This is useful feedback as it highlights that some messages are not correct and I agree will seem to be misleading. Although it is not our intention those messages should be sent, I will now investigate to find out why this is happening and change them to be more appropriate. I am very pleased to hear that you have no complaints with the surgery of staff. Thank you for taking the time to give feedback. Best wishes. Clive Sillitoe Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 03 August 2023
Saw a new doctor who I think is from our local hospitals, was lovely and friendly a great credit to the practice
Visited August 2023
Review titled Bridge Road Surgery
Replied on 04 August 2023
Dear patient, Thank you for taking the time to leave such a nice review. I am pleased that you had such a good experience. I will ensure that your comments are passed to all staff including the new GP. Best wishes. Clive Sillitoe Practice Manager