Bridge Road Surgery
1A Bridge Road, Oulton Broad, Lowestoft, Suffolk, NR32 3LJContact details and opening times
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Reviews
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Review titled Amazing Support
Rated 5 stars out of 5
by Maddie - Posted on 15 September 2024
Recently diagnosed with type 2 Diabetes & the support I have received from the Diabetic Nurse has been amazing. During my appointments I feel listened to, respected & that I matter. I can see how extremely busy the Nurse is but I never feel rushed! I just wanted to say a massive thank you to this particular Nurse, as I believe my type 2 journey could have been a lot different without them
Visited September 2024
Review titled Bridge Road Surgery
Replied on 17 September 2024
Dear Maddie, Thank you for your very positive feedback, it is much appreciated. I am glad you have received such good care and will be sure to pass your thanks to my staff. Thank you for taking the time to feedback. Best wishes. Clive Sillitoe Practice Manager.
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Review titled Terrible service.
Rated 1 star out of 5
by Anonymous - Posted on 06 August 2024
Called up dead on 8am to try and get a face to face doctors appointment. I was number 7 in the call queue. Finally got to speak to someone after 20 minutes to get told that all the face to face appointments had gone for that day and that I would have to call back the next day or a doctor could call to do a “telephone consultation”. Seems there is not enough appointments going at this surgery and it’s gotten worse over the years!
Visited August 2024
Review titled Bridge Road Surgery
Replied on 07 August 2024
Dear patient, Thank you for your feedback. I apologise that you feel we do not have sufficient appointments. We in fact offer many hundreds of various types of appointments daily, but there are still only a finite number and they will be filled, often very fast depending on capacity and demand. All of my GPS have considerably more appointment availability than the BMA recommends that they should have. If we cannot match the patients request, we do offer alternatives. I am pleased to see that we did offer you a telephone appointment with a GP as the face to face had been taken. If a GP needs to see you after such a consultation then the GP will arrange for you to come in. Generally this will be the same day. However, it appears you declined this alternative. Since you are anonymous I cannot check. You may also find the online services a better way of contacting us in future. This avoids the 8am telephone rush and you will often be sent a link to book your own appointment in a short space of time. Thank you for taking the time to leave your feedback. Best wishes. Clive Sillitoe Practice manager
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Review titled Prescription fiasco
Rated 2 stars out of 5
by Julie - Posted on 20 August 2024
My husband has to use catheters and this month has been the most stressful experience of all I have to ring the catheter supplier once a month usually the 1st they then coordinate with this surgery for the prescription it's all supposed to be seamless so on the 15th catheter supplier ring me to tell me they've not had the prescription they sent an emergency pack that is rapidly running out they've still not got the prescription from bridge road surgery do his kidneys have to fail before anything gets done I'm totally underwhelmed by the service please no insincere apologies get it sorted
Visited August 2024
Review titled Bridge Road Surgery
Replied on 30 August 2024
Dear Julie, Thank you for your feedback. I am sorry that you have experienced issues with the supply of catheters. As you are aware these are generally managed by the companies directly, and as you have correctly stated we issue and send them prescriptions. It does appear that somewhere the process has not worked for you this month, but I regret as I do not have the patients details I am unable to investigate these issues for you. If you experience problems it is probably better for you to contact the surgery directly via our website bridgeroadsurgery.nhs.uk as you will normally have a response the same day. I am equally unable to ascertain if you are still experiencing issues. If you are please email for my attention to nwicb.bridgeroadsurgery@nhs.net and I will arrange for the issue to be investigated. Please do not use this forum with personal details. Best wishes. Clive Sillitoe Practice Manager
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Review titled no medication available
Rated 2 stars out of 5
by Brian Leftwich - Posted on 22 August 2024
need 600mg quetiapine per day but the pharmacy runs out of items and then i need a new prescription for 25mg tablet and wait another 10 days, order 5th Aug declined due to leaving a note on systemonline, then 7 days later ordered noted the message the ordered my normal tablets, checked on the system again and declined due to not having 100mg tablets told by system to order 25mg on 21 aug and now have to wait another 10 days fro pharmacy to issue them but the last lot I got from pharmacy was Only 20 days worth, My life is now in a turmoil due to the fact that I have cut down the medication Because i have none left to last the next week or so and now will be even less to take due to the failures of the doctors and pharmacy perhaps they should talk to each other
Visited August 2024
Review titled Bridge Road Surgery
Replied on 30 August 2024
Dear Mr Leftwich, Thank you for leaving your feedback. I am sorry you have had some issues with your medication. I have had a look on your records and can see that your prescriptions had been ordered in time and that messages had been sent to you. Regretably there is a national issue with the medication being out of stock, this is not an issue the practice has any control over, and I can see that you were advised to contact the pharmacy as alternatives had been issued. It would also appear there was an outstanding order for you, which you were again advised to contact the pharmacy as they are a different organisation to us and we have no control over their actions. I am pleased to see that my pharmacy team had tried to help you by advising the action you needed to take. Thank you for taking the time to leave your feedback. It is always appreciated. Best wishes. Clive Sillitoe Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Jbs - Posted on 19 July 2024
Ring up at 8am every day for 2weeks call answered by 10 past all appointments gone it's disgusting...constant excuses like drs sick or whatever it's an absolute joke people getting on the day appointments for things that can wait then people who genuinely need to see a dr can't or we have to wait 2 weeks no wonder patients are wearing thin!!!!
Visited July 2024
Review titled Bridge Road Surgery
Replied on 06 August 2024
Dear Patient, Thank you for your feedback. I am sorry that you feel you have received a poor service. I appreciate that it can be frustrating to wait for the telephone to be answered at 8am and also that appointments can often be taken very quickly. All of my GPs complete many more than the BMA recommended amount of 25 appointments per day, but we along with most other GP surgeries in the country have an ever increasing demand that cannot always be met on the day. It is correct that some patients with appointments could have used alternative avenues of care. This could be self help, online advice, pharmacies or other healthcare professionals. However, despite advice we may give to a patient we are still contractually bound to try and accommodate their wishes. If patients have an urgent same day need and tell the receptionist that this is the case, they will be triaged by a duty GP and will be seen on the day if the duty GP considers it necessary. You do not state if you have used our online services. Many patients find this much easier, will often have a very quick response back and will often be given a link to book their own appointment. It would also seem unusual for someone to try for 10 days and not be successful in receiving an appointment. As you have chosen to be anonymous I cannot check any details, I cannot check if you used our online services or the telephone calls. I note your statement about using excuses. I regret that is simply not correct. We will always be honest with you, even accepting that you may not wish to hear what we have to say. If we are full due to capacity, we will tell you. If we are full because of reduced capacity due to clinicians being ill, we will also tell you that. We inform patients in the hope that they will be understanding that my staff too can be ill, and as inconvenient as it might be for everyone, it will inevitably impact on the service we might provide. Thank you for taking the time to give your feedback. We review all feedback in practice meetings to see if there are any learning points that will help us improve the service that we give. Should you wish me to investigate anything in more detail you may email for my attention to nwicb.bridgeroadsurgery@nhs.net Best wishes. Clive Sillitoe Practice Manager
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Review titled Receptionist Tuesday lunch time
Rated 3 stars out of 5
by Nicola - Posted on 28 May 2024
After an extremely rude receptionist last Thursday afternoon,I rang again today and the receptionist I spoke to couldn’t of been more helpful, a true star in your surgery, you need her to train your other staff, went above and beyond, totally professional and understanding, the rest of your staff could learn a lot from her, a true star in your surgery, luckily I caught her before she left off at 2 pm
Visited May 2024
Review titled Bridge Road Surgery
Replied on 06 June 2024
Dear Nicola, Thank you for the feedback. I am disappointed you had a bad experience on the Thursday and apologise, but am also pleased your experience was much better on the Tuesday. I would like to be able to listen to the calls. If you are willing for me to do so, please will you email me your telephone number from which you made the calls to clive.sillitoe@nhs.net . This will enable me to see what additional support is needed for the first person and to congratulate the second. Thank you for taking the time to give your feedback. Clive Sillitoe, Practice Manager
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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