Beversbrook Medical Centre

Beversbrook Medical Centre 2021-09-20 Person 2 5 0

I waited 45 minutes on the phone for an answer, and then when somebody answered and I said I waited 45 minutes, they put the phone down, so I gave up and hoping I will get better without seeing a Doctor. If you look at Google reviews you can see many others also can't get through on the telephone.

Can they have receptionists who answer the phone and let people make appointments.

Beversbrook Medical Centre 2021-09-13 Person 0 5 0

I am still trying to get an appointment after several unsuccessful attempts I did Doctor Link as advised which told me I needed an appt with a week. Then I received a text saying I would get a phone call in 6 days. I went physically to the surgery and was told this was a call from a physio(?) . I said I wanted a physical appointment with a doctor as it was an urgent issue. The receptionist was vague and unhelpful and would not give me an appt there and then - said she would text me that afternoon. No text ever came. I rang that evening and was on hold for over 20 minutes - the person I spoke to then assured me they would contact me next day with an appointment for the end of the week or early the following week. I have had no contact and have spent over 30 minutes on hold this morning..I am at work so unable to sit on the phone all day. I still have no appointment and am getting increasingly concerned about my health problem. It is no wonder health problems are being missed when I can't even get to see a doctor. This is ridiculous - what exactly are all the doctors doing if they are not seeing patients? Why am I unable to make an appointment? How on earth are the elderly supposed to manage/cope with all of this? I am getting increasingly frustrated and annoyed - this surgery used to be really good, it is now just shocking service.

Pretty much everything - your service is abysmal at the moment. At least answer the phone. If the line is too busy, employ some more admin staff.

Beversbrook Medical Centre 2021-09-07 Person 0 5 0

Called gp surgery yesterday as I was concerned my 73 year old double jabbed mum was deteriorating with covid (approximately 1825) explained that I had tried to call 111 but the wait was 45mins. Was told by the receptionist that a plan of treatment had already been discussed with dr earlier in the day. Explained that I was currently outside the property and needed medical advice. Advised to call 111. Unable to discuss care arranged as I wasn't my mum. Left me completely on my own to deal with the situation with no care or compassion or any offer of assistance from the Dr. Also asked if I could call back shortly once I had discussed agreed care plan from Dr and was told no as they were now closed. She is now in hospital.

Everything. Goes against everything a Dr's surgery should be providing. No care, no compassion.

Beversbrook Medical Centre 2021-09-06 Person 3 5 0

Beversbrook used to be a fantastic doctors surgery. Always got a quick answer when you called them and always got seen quickly and efficiently. But since they merged with Patford Hse and Sutton Benger, the service is terrible. Just getting an answer is painful and adds to the stress that people are already experiencing. Goodness knows how the elderly population cope? Once you get to see the staff in person they are as expected, very good. But the reorganisation, in my experience, has been a disaster. After seeing a doctor, I needed a blood test but I had to work hard to get them to take one whilst I was there and to save me coming back on another day. Not very environmentally friendly or sensible. In the end a nurse took a sample which took minutes to do. They could seriously look at their operating procedures here. Again, medical staff are great but getting access to them is very very poor. I tried to ring them one day and I started the call as I left my house in Bromham and I finally got an answer when I got to Trowbridge 15 minutes later!

The nice man on the phone keeps telling me ‘your call is important to us and a member of our team knows you are waiting’. If I were that important you would employ more call handlers so I didn’t have to wait so long to be answered or hang up which I have done so in the past. You do not seem to be joined up. The issue of getting a blood test on the same day as my doctors appt is one example. Look at’ just in time principles’ to make your service more seamless and avoid patients having to make unnecessary and expensive journeys that don’t help with global warming! What is your sustainability policy?

Beversbrook Medical Centre 2021-09-06 Person 1 5 0

Have called everyday (sometimes able to get through and some not) for an URGENT appointment for an examination. Practise Manager is supposed to return a call to arrange this but still not responded after nearly a month! I have seen the notes left for her with messages to return calls and still no reply.

Practise manager could return calls. EXTREMELY unprofessional etiquette.