Charlotte Keel Medical Practice
Seymour Road, Easton, Bristol, BS5 0UAContact details and opening times
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Reviews
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Review titled Busy surgery
by alwaysshariff - Posted on 28 August 2023
I had a little blood come out of my penis. I contacted the out of hours service as it was an emergency. They gave me an appointment for the next day after noon. I am disabled and I have very sore back and COPD. I went to the surgery and requested a wheelchair. I was informed that there is no wheelchair. I did not bring my wheelchair as I could not find a carer at such short notice. I met a gent who who is a paramedic I was told; not a doctor. I cannot judge the treatment I was given as this was the first time this happened to me. I do not understand how 7 doctors attend to 17,000 patients. How 2 telephone receptionist attend to all the callers?
Visited August 2023
Provided by Care opinion
Review titled Charlotte Keel Medical Practice
Replied on 10 October 2023
Dear patient, Thank you very much for taking the time to give feedback on our service. My name is Hayley Fisher and I am the Practice Manager. I am sorry to hear of the difficulties you faced when at the health centre. I will pass on your feedback regarding the wheelchair and see if there is anything that can be changed. With the increase in patient demand and the shortage of GP's across the country, we now have several clinical roles in the Practice that are trained to deliver healthcare for certain conditions, such as Paramedics, Physicians Associates, Pharmacists etc. This means that the GP's can see the patients who have illnesses that ONLY a GP can deal with and means that GP appointments are more accessible to those that need them the most. We have a team of 13 GP's who work part time and full time in addition to the other clinical roles in the Practice. We also have a team of Health Navigators, answering calls in the back office as well as dealing with queries at reception. We are currently training up new staff as well to help at busy times. # Thanks again for giving us your feedback, Kind regards Hayley Fisher Practice Manager
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Review titled Rubbish
Rated 1 star out of 5
by Anonymous - Posted on 05 July 2023
Charlotte Keel have a really annoying practice of giving you a whole day appointment window when you book a telephone consultation. This is annoying enough in itself - it means you have to be on the end of the phone waiting for a call all day, which means informing work that I can't do any important meetings for a full day. The problem must be even worse for people who do jobs where they can't just nip out for a call at a moment's notice. However, this became even more annoying this week when they didn't ring me during my ten-hour window. I got a text from the GP saying that they'd ring me the next day, but they never did. When I rang the reception asking what had happened to my appointment, I had to wait half an hour to even get through to someone. Once I finally did get through to someone, they told me I'd been rung on the initial day of the appointment (I had no missed call and hadn't been out of signal range, so I don't think so). They then offered me another appointment in two weeks' time. I've already waited two-three weeks for the first appointment, so to say I'm annoyed is an understatement. It shouldn't be on me to have to wait extra weeks based on their error in not calling me back like they said they would. I also second what other reviewers say about having to queue for ages at the surgery and wait forever to get through on the phone. No matter what time of day I ring, I always end up waiting around 30 minutes to get through. Clearly the staff are stretched thin and it's a saddening reminder of the state of our NHS every time I contact the surgery. I haven't been hugely impressed by the surgery in general, but this poor experience is meaning I'm going to look to register elsewhere.
Visited July 2023
Review titled Charlotte Keel Medical Practice
Replied on 17 July 2023
Dear Patient, Thank you for taking the time to leave feedback. My name is Hayley Fisher and I am the Practice Manager at Charlotte Keel Medical Practice. I am very sorry you had a negative experience when trying to book an appointment with us. I can understand how frustrating it must have been not to receive the call when expected, and then having to wait in a queue to try and rebook, and then having to wait again for the next appointment. We have been dealing with a shortage of appointments and an increase in demand for some time, and we are working on making the patient journey smoother with several quality improvement projects. We hope patients start to feel the benefit of this work in the future. In the meantime, the best way to contact us to avoid the phone queue is by using Patient Triage on our website. This facility enables patients to state their issues and treatment needs. These are sent electronically to our Duty GP who will assess and then advise the Health Navigation what the most appropriate appointment and timeframe is. Our Health Navigation team will then contact the patient to book the telephone call. If it is deemed clinically urgent by the Duty GP, then the patient will receive a call the same day. I would be happy to talk further with you about the issues you have faced. If you would like to arrange this, please submit a Patient Triage on our website and submit an admin query asking me to call. Thanks again for providing feedback, Kind regards Hayley Fisher Practice Manager
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Review titled High standards of care
Rated 5 stars out of 5
by Joanne - Posted on 09 June 2023
I am very impressed with the treatment I have received from the surgery for my medical treatment. I was seen to straight away and the communication between the doctors and myself was excellent. The doctors are kind, friendly and knowledgable and made me feel at ease with my condition. I cannot fault the standard of care I have received and am very thankful to them for their quick, professional and caring approach. I would absolutely recommend this surgery.
Visited June 2023
Review titled Charlotte Keel Medical Practice
Replied on 17 July 2023
Dear Joanne, Thank you for taking the time to leave a review. We are glad you were happy with your care while seeing our clinician. We will pass the feedback to our team, Kind regards Hayley Fisher, Practice Manager
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Review titled Wonderful staff
Rated 4 stars out of 5
by Nicola Strange - Posted on 12 October 2023
The reception staff are always extremely kind and understanding on the phone. The doctors and nurses are always great
Visited June 2023
Review titled Charlotte Keel Medical Practice
Replied on 24 October 2023
Dear Nicola, Thank you so much for taking the time to provide feedback on our service. We are so glad our staff have been kind and understanding and that you are happy with our clinicians! I will pass this feedback onto our team. Best wishes Hayley Fisher Practice Manager