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 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
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Review titled Good practice
Rated 5 stars out of 5
by Michelle larter - Posted on 05 July 2023
I have found the staff at bridge road extremely helpful and the time given to me by the nurses has been amazing and also very helpful
Visited July 2023
Review titled Bridge Road Surgery
Replied on 05 July 2023
Dear Michelle, Thank you for your kind words, they are very much appreciated and I shall be sure to pass them on to my staff. I am grateful for you to take the time to leave a nice review. Best wishes. Clive Sillitoe Practice Manager
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Review titled Disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 05 July 2023
I have been with this surgery for many years. I am disappointed that now it is so hard to get an appointment with my regular GP. I do understand that my GP does not work everyday and only certain days of the week, but trying to get an appointment using the telephone and speaking to the receptionist is impossible! Another GP that I had spoken too strongly advised me to see my regular GP and had put a request in to the receptionist.
Visited June 2023
Review titled Bridge Road Surgery
Replied on 07 July 2023
Dear patient, Thank you for your recent feedback. I am sorry that you are unhappy with the appointment system and not being able to get an appointment with your own GP. I appreciate it can be frustrating when you wish to see a specific GP. GPs as you have stated do not all work full time, will have other duties when they are unable to have regular appointments such as being the on call GP dealing with urgent clinical patient matters or out visiting our most vulnerable patients. We do have available many different ways to book appointments that do not need to use the telephone. You can use our website to book an appointment or you can use the online booking service which will also show if the specific GP you wish is available. It would seem surprising to me that if another GP has requested a member of my reception team to pre-book an appointment with a specific GP that this did not happen. But unfortunately you have not given your details so I am unable to investigate further. Should you wish me to investigate further, please email nwicb.bridgeroadsurgery@nhs.net . Our website address which you may also use to book appointments is www.bridgeroadsurgery.nhs.uk. Thank you for taking the time to give your feedback. Clive Sillitoe Practice Manager