The Bridge Surgery - Ratings and reviews
Reviews
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Review titled The Bridge gives good care
Rated 5 stars out of 5
by Helen Muddyman - Posted on 22 November 2023
Your review: Personally, I can’t speak more highly of The Bridge Surgery. The Practice Nurses at this surgery have always treated me with care and respect during smears and asthma checks etc, and the GP’s I’ve spoken to have treated me like nothing was too much trouble. I have received treatments for menopause and B12 deficiency along with antibiotics when unwell, and I have been referred for tests that I know my previous surgery wouldn’t have referred me for. Even when The Bridge has been short staffed which is a problem everywhere, a professional has always phoned me back or offered me a face to face appointment if needed, so I think they do their best to meet my health needs. I have always found reception staff very polite and helpful when making contact to book appointments. This surgery also cares for my partner, and they have gone above and beyond for him by referring him to a specialist. Providing health care is a challenge everywhere now, and I think The Bridge deserves some credit for trying hard to care and meet needs and expectations in a very difficult time. Thank you for the care I have received.
Visited November 2023
The Bridge Surgery has not yet replied.
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Review titled appontments
Rated 2 stars out of 5
by mick kerr - Posted on 25 August 2023
i rang bridge surgery today 25/08/2023 to make an appontment for the 13/14Sept 2023 and was told i have to ring up on the day i cannot pre book. this is the first this as happened and why is this so. i said it is very unlikely to get through before akk appontments are taken so whats the point of having an appointment service if you cannot use it. baffled me
Visited August 2023
The Bridge Surgery has not yet replied.
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Review titled Bad practice
Rated 1 star out of 5
by Sharon Williams-smith - Posted on 23 March 2023
I called this morning after sending two letters in both marked private and confidential for the addressee only both opened by the recipient I called and spoke to the practise manger very rude saying that she hasn't got time to stand here arguing with me as better things to do. Then after she came off the phone turned to the staff in reception and bad mouthed me. People in the recipient heard all this and two of them are my family who told me on their return home. All reported to cqc. Don't understand what happened to the bridge surgery as it used to be a lovely surgery. But then all new reception staff who are in need of training by someone who knows what they are doing as clearly the practise manger doesn't Not very happy is an understatement
Visited March 2023
The Bridge Surgery has not yet replied.
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Review titled Appontment lottery
Rated 2 stars out of 5
by Ben - Posted on 08 March 2023
It is so difficult to get an appointment with this surgery, if you are not lucky enough to call on the dot, to the second that the lines open, it is very unlikely that there will be any appointments left. I have tried time and time again to get call back appointments for test results only to be told try again tomorrow.... Today was the same, there was no empathy or attempt to find a solution by the "health care navigator", The call lasted for nearly 20 minutes, I was caller number 9 in the queue and had to hold for about 15 minutes before my call was answered and then it took a number of minutes to establish who I was and what I was calling for before being asked to hold and then told "there are no appointments available today, call back tomorrow". I explained the difficulty I experience when trying to get an appointment, that it is a recuring problem and how difficult it is to take an unscheduled call during my working day because of the nature of my job. I explained that the next time I would be in a possition to try again would be in a weeks time, I was simply told to "try again tomorrow" with no offer of any kind of solution! I was caller number 9, 9 is not a high number, why are there so few appointments available? What would work well for me instead of a text message telling me to call after 10am between Monday and Friday, would be, a text message informing me that an appointment for a future day and time slot has been arranged with an option to call back 24 hours before the appointment at any time of the day to re-schdule if that time is not suitable, instead of having to enter the call back lottery day after day until you strike it lucky.
Visited March 2023
Review titled The Bridge Surgery
Replied on 09 March 2023
Dear Ben, Thank you for leaving us feedback , here at the Bridge Surgery we welcome all feedback both positive and negative so that we can continue to review our processes and improve our services . I am sorry to hear you are dissatisfied with the care you have received at the Bridge Surgery. Please be advised we are currently faced with a shortage of GPs something that is a nation wide issue and whilst we are recruiting we are using Locum GPs were possible along side our regular GPs. Locum GPs see patients on a day by day basis and unfortunately can not take results calls as they often unable to follow up on these as at times it may be several weeks before they are next at the practice. This intern has left us with a shortage of results call backs at this time. As these are in short supply and high demand we do understand this can be frustrating for our patients. Please be assured this is under constant review and we are doing all we can to tackle this issue. Unfortunately as you have chosen to remain anonymous apart from your first name I am unable to contact you directly to investigate your concerns. Should you wish to discuss further please email us for the attention of the practice manager to our dedicated patient email address at bridgesurgery.prescriptions@nhs.net Kind Regards Jaydee Lakin - Practice Manager
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Review titled Lying Reception staff
Rated 1 star out of 5
by Sharon Williams-smith - Posted on 27 February 2023
I called today to get blood test results that I had taken 17th February called on Friday 24th February to be told by the receptionist that they are not in yet due to the strike at the hospital! So I called today 27th February to be told that they came back last Wednesday 22nd February but the doctor isn't working today really firstly don't appreciate being lied to last Friday and secondly get another doctor to look at them as they are on my records unless the doctor who is not in today or last Thursday just hasn't done their job properly. Not happy is a understatement.
Visited February 2023
Review titled The Bridge Surgery
Replied on 09 March 2023
Dear Mrs William-Smith I would like to thank you for your feedback. Here at the Bridge Surgery we welcome all feedback both positive and negative so that we can continue to review our processes and improve our services. I am sorry to hear you are dissatisfied with the care you have received at the Bridge Surgery. I am aware of your concerns and a formal response has been given to you directly in line wirh our complaints procedure. Please be assured further training has been and will continue to be provided for our reception staff to ensure miscommunications of this matter do not re-occur. Kind Regards Jaydee Lakin - Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2023
You reception staff are rude and uncaring . It’s ridiculous that you don’t have enough staff . I phone with concerns of having cancerous symptoms. Told not enough appoints try phoning back tomorrow. It not good enough. Even your staff complain there over stretched !
Visited January 2023
Review titled The Bridge Surgery
Replied on 09 March 2023
Dear Patient, Apologies for the delay in responding to your feedback. However thank you for leaving us feedback , here at the Bridge Surgery we welcome all feedback both positive and negative so that we can continue to review our processes and improve our services . I am sorry to hear you are dissatisfied with the care you have received at the Bridge Surgery. Unfortunately as you have chosen to remain anonymous I am unable to contact you directly to investigate your concerns. Should you wish to discuss further please email us for the attention of the practice manager to our dedicated practice email address at bridgesurgery.prescriptions@nhs.net Kind Regards Jaydee Lakin - Practice Manager
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Review titled Rubbish
Rated 1 star out of 5
by Anonymous - Posted on 30 December 2022
Might be very bright as doctors, but sadly very lacking in common sense. Three days now to try and get a discussion with a GP following a hospital stay and whoever eventually called me back couldn't be bothered to tell my call minder "the doctor" so that the call would get through; just hung up instead. Didn't even move onto mobile despite receptionist checking that number earlier in the day.
Visited December 2022
Review titled The Bridge Surgery
Replied on 09 March 2023
Dear Patient, Apologies for the delay in responding to your feedback. However thank you for leaving us feedback , here at the Bridge Surgery we welcome all feedback both positive and negative so that we can continue to review our processes and improve our services . I am sorry to hear you are dissatisfied with the care you have received at the Bridge Surgery. Unfortunately as you have chosen to remain anonymous I am unable to contact you directly to investigate your concerns. Should you wish to discuss further please email us for the attention of the practice manager to our dedicated patient email address at bridgesurgery.prescriptions@nhs.net Kind Regards Jaydee Lakin - Practice Manager
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2022
What a nightmare the Bridge surgery in Headless cross is. You wait 40 mins to get through to the appointments to be asked why are you calling and then you’re asked for your details and a brief description why you would like to see a Doctor. Once you have given all that information, they tell you there’s no appointments left and to call back at 2pm for the afternoon appointments and the reception staff wonder why people are getting frustrated. There’s normally only 1 Doctor working. The Doctors moan about working long hours, but that’s 1 or 2 days a week. I’ve been trying to get an appointment for 3 weeks now. Can anyone recommend a good GP surgery?
Visited November 2022
Review titled The Bridge Surgery
Replied on 09 March 2023
Dear patient, Please accept my apologies for the delay in response to your feedback. I would like to thank you for your feedback. Here at the Bridge Surgery we welcome all feedback both positive and negative so that we can continue to review our processes and improve our services. I am sorry to hear you are dissatisfied with the care you have received at the Bridge Surgery and that you are frustrated with our appointment systems however the way in which we offer appointments has remained this way for several years in order to try and best utilise what availability we have a large proportion of our appointments that are offered on the day calling at either 8:30am for a Morning appointment or 2pm for an afternoon appointment this has worked well however we are currently faced with staff shortages whilst recruiting and use Locum GPs were possible. At times you may be asked to call back later that day or the following day if we are at capacity for that period. I would also like to make you aware that our GPs work full time working between the hours of 8:00am and 6:30pm at least 4 days per week each often working beyond these hours to provide extended access appointments on evenings and weekends and putting extra time in to ensure our patients receive the best possible care. Unfortunately as you have chosen to remain anonymous I can not contact you directly to investigate your concerns Should you wish to discuss further please send an email for the attention of the practice manger to our dedicated patient email address bridgesurgery.prescriptions@nhs.net Finally should you wish to find an alternative GP Surgery you are within your rights to do so. Kind Regards Jaydee Lakin - Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Lucy Tonge - Posted on 14 December 2022
Needed to speak to a GP. Phoned at 8.30am, got through within a few minutes. GP phoned me same morning. Sorted out what I needed. Said he'd phone me again in a month which he did. Very pleasant receptionist and the GP very pleasant too.
Visited November 2022
Review titled The Bridge Surgery
Replied on 09 March 2023
Dear Lucy. Many thanks for your feedback. We are pleased to hear you are satisfied with the care you have received at the Bridge Surgery. Kind Regards Jaudee Lakin - Practice Manager