Priory Surgery - Ratings and reviews
Reviews
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Review titled Poor rude service
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2024
A visit today and a message received from her today. Did not want to know anything when visiting her yesterday. She kept telling me she didn’t have enough time. I was worried about one part of my health that has taken a severe nose dive-even though I’m taking medication for it. My partner questioned this with a nurse at the same surgery the following day. They told him that ibis isn’t right and would get doctor to message later. replied with’ this isn’t nothing to do with your poor health and it’s irrelevant!!!! I would advise never to see this doctor. Receptionists, nurses and other doctors are amazing. Forgot to mention , last year she told my partner that his pains are all in his head.. Makes me laugh you can’t even shame the woman!!!’
Visited March 2024
Priory Surgery has not yet replied.
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2024
It is impossible to get an appointment - I only needed a non urgent one (follow up as requested by the doctor!) The whole system is a total shambles! Goodness knows how many symptoms and illnesses get worse because it’s totally impossible to be seen!
Visited February 2024
Review titled Priory Surgery
Replied on 19 February 2024
Dear patient I'm sorry that you have struggled to get an appointment with the practice. Demand for GP appointments is extremely high and we do prioritise urgent, on the day care. Our doctors are aware of the current pressures and we have asked them to explain this to patients when requesting them to book in a follow up appointment. If this didn't happen I would like to apologise, but without the specifics of your situation I am unable to look into the matter further for you. If you would like to submit further information then please do so via bnssg.complaints.priory@nhs.net. In the meantime I attach a link to further information, pulled together with input from our Patient Participation Group, which helps explain the current challenges in more detail. https://www.priorysurgerybristol.co.uk/current-access-update-1 Kind regards Cara Practice Business Manager
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Review titled Really unhelpful receptionist
Rated 2 stars out of 5
by Glenys - Posted on 02 November 2023
This morning (2/11/23) at 8.25, after holding for 25 mins, I spoke to a receptionist who gave me wrong information ie. I am over 65 and was told that for symptoms of Cystitis I had to bring a sample. When I said I didn’t think I had to she was really sharp, and said I could have a telephone appointment, which I had asked for, but she couldn’t give me a time. I don’t like complaining and I have always told people how amazing Priory Surgery is but this morning I was left feeling disappointed and as if I’d wasted everyone’s time.
Visited November 2023
Review titled Priory Surgery
Replied on 06 November 2023
Dear Glenys Thank you for taking the time to feedback to us and I am very sorry you are unhappy with the service you received. I'm not able to fully familiarise myself with the details of your situation without further info, but in terms of the advice you were given to bring in a sample, in certain circumstances this would be appropriate. Regarding the telephone appointment, the doctors will try to call at a particular time where possible, but they prioritise their list each day according to urgency and often things come up which makes it difficult to stick to that time, which is why a time frame would usually be given instead. Regardless of the above however, you should have been given an explanation and should not have been spoken to sharply. I would encourage you to contact us via bnssg.priory.surgery@nhs.net Glenys and I will then be able to look into the circumstances around your complaint further for you. With kind regards Cara Fynn Practice Manager
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Review titled Friendly Family Practice
Rated 5 stars out of 5
by Anonymous - Posted on 09 July 2023
I am always so pleased and reassured by the friendly healthcare team at the Priory! They are genuinely a really great team, who care about their patients! I would definitely recommend 🙂
Visited July 2023
Review titled Priory Surgery
Replied on 12 July 2023
Dear Patient Many thanks for taking the time to feedback to our team. Our staff care very much about the patients they serve and your feedback is very much appreciated. With kind regards Cara Fynn Practice Manager
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Review titled Great personal service
Rated 5 stars out of 5
by Anonymous - Posted on 28 June 2023
All the staff at priory from booking to GP to nurse were all friendly, informative and extremely helpful.
Visited June 2023
Review titled Priory Surgery
Replied on 06 July 2023
Dear Patient Many thanks for your feedback. Our staff do work incredibly hard to provide a friendly, informative service, and it means a lot to them when people take the time to be kind and pass such feedback on. I will ensure I pass your feedback on to the team. With kind regards Cara Fynn Practice Manager
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Review titled Yet another distressing experience
Rated 1 star out of 5
by Ms Gillian Brice - Posted on 26 June 2023
I was justifiably anxious about attempting to make a GP appointment as advised by 3 separate health professionals. My visit to the surgery this morning was as usual: long queue at reception, rude and disengaged staff, and no chance of an appointment. The dementia sufferer in front of me in the queue was reduced to tears by the attitude of staff! I was uncomfortable at being expected to share details of my ailments in such a public arena in full hearing of the entire queue, and left with no appointment, as anticipated. The perpetual circus of attempting to obtain care from this practice is having a negative impact on my already parlous state of health.
Visited June 2023
Review titled Priory Surgery
Replied on 06 July 2023
Dear Gillian Thank you for your feedback. As we have discussed previously demand is extremely high for General Practice Services currently, but we are doing our best to manage the demand as efficiently as we can. We do have a sign at the Reception desk explaining that we are happy to take patients to one side if they would prefer to speak privately. In addition we also signpost patients to a pen and paper for them to write a note for the Receptionist if they would prefer not to have a conversation at the desk. I will see whether or not we might need to put up additional signage to make this more obvious. Regarding the patient in front of you, I will pick this up with the team, although we have not received notification or any complaints in relation to such an incident to date. Should you wish to discuss matters further please feel free to contact me. With Kind Regards Cara Fynn Practice Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2023
I've been a patient here for a number of years and I don't think I have ever felt so belittled by the receptionist here as much as I did today. I had surgery last week and visited the doctor as I suspected an infection (doctor was lovely couldn't fault him at all). The doctor said to get an appointment with a nurse to clean and redress my other wounds. Which I did only to get told they didn't have an appointment untill 3rd May and that I would need to go to the south bristol urgent care centre to be seen today or tomorrow (as per doctors request). I explained that am unable to drive only to be told 'well you can get the bus then.' I literally left the practice in tears after that rude comment.
Visited April 2023
Review titled Priory Surgery
Replied on 27 April 2023
Dear Patient Thank you for taking the time to feed back to us, and I am sorry that you were left feeling as you did following your appointment at the practice. Whilst the receptionist did the right thing in terms of our protocols i.e. refer you to the urgent care centre given that we didn't have an appointment available in the time scale required, I am concerned about the manner in which you say you were spoken to. I would be grateful if you would contact me at bnssg.priory.surgery@nhs.net so that I can look into this further for you. With kind regards Cara Fynn Practice Manager.
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Review titled Drs great! Receptionists the Worst
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2023
The reception staff at this surgery are some of the most rude unsympathetic individuals I have ever had the misfortune of dealing with. I don’t think they recognise the impact that their uncaring attitude has on the poor individual who is on the end of the line, which I may add they have been ringing for god knows how long!! A online appointment booking system that never seems available! So maybe a bit of empathy and understanding when us patients are a little frustrated, feeling unwell, worried and in pain, wouldn’t go a miss! Instead of somebody with a cold tone who then takes sheer delight in informing you there are no appointments and that you have to go through the same rigmarole of doing it all over again the next day! I work in an NHS clinic myself and there are times when you take calls from unsatisfied patients but no one should be made to feel undervalued or demoralised. Zero tolerance does not mean I can talk to you how I want with no reprisal. It works both ways!! The doctors at this practice are very nice, understand caring professionals, sadly it’s what you have to go through to see or speak to them that is the problem. I regrettably will be seeking to join a different practice.
Visited April 2023
Review titled Priory Surgery
Replied on 06 July 2023
Dear Patient I am very sorry to hear that you are unhappy with the service you received from our Reception team. We agree completely that zero tolerance does not mean patients should be spoken to in any other way than respectfully. You have not left your contact details but if you are happy to share these I would be happy to investigate the incident for you. However, whilst I am happy to look into the incident and will share this feedback, I would like to support the team by saying that whilst one member of the team did not provide the level of service you justifiably expect, it would not be fair to dismiss the whole team in terms of their professionalism and manner. Please do contact me at bnssg.priory.surgery@nhs.net if you would be willing to share the specific details of your encounter. With kind regards Cara Fynn Practice Manager
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Review titled Unbelievable
Rated 2 stars out of 5
by Anonymous - Posted on 30 March 2023
Mothers medication changed which could affect her kidneys,heart etc. Asked by doctor to return in 2 weeks. Tried to make appointment by phone and in person only to be told to call at 8am Thursday 30th March, on doing so told no appointments and to try again the following Thursday,which should of been when the Doctor asked to see her. Really not good enough as the same issue will probably arise again. My Mother is 89 years old and worries and stresses over everything. What ever system is being used for appointments I feel definitely needs changing. Surely when a Doctor specifies a time frame for follow up appointments and tests this should be adhered to. I find the whole process utterly ridiculous. Frustrated daughter who is only trying to look after her mother as well as my own family and husband and also hold a job down.
Visited March 2023
Review titled Priory Surgery
Replied on 30 March 2023
Dear Patient Thank you for your feedback. I am sorry that you feel you have not been offered a timely appointment. Demand for doctors' appointments does outstrip capacity and we do therefore have to triage our appointments according to urgency and risk. Unfortunately without specific details I will not be able to look into the matter further. If you would like further assistance please could I ask you to email the practice at bnssg.priory.surgery@nhs.net. Kind regards Cara Fynn Practice Manager
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Review titled Rude Staff
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
Staff answering the phone are super miserable and speak to service user's with an annoying tone as if the procedures were so clear that asking questions means you are of course dumb. Extremely rude. Also every time I call they hung up without a proper professional manner. Customer Service is Extremely poor!!
Visited March 2023
Review titled Priory Surgery
Replied on 30 March 2023
Dear Patient Thank you for your feedback. I am sorry you feel you were not spoken to in an appropriate manner. If you are able to email the practice at bnssg.priory.surgery@nhs.net with further details of the date and time of your call then I would be happy to investigate this further for you. Kind regards Cara Fynn Practice Manager