The Old School Surgery

I would firstly like to say having been a patient here for nearly 20 years the care delivered is exceptional and the doctors, nurses and support staff are some of the most dedicated I have come across, particularly Dr Hallam and Dr Barnard. My complaint is about the new booking system. I'm aware its an attempt to streamline and save time, but from a service user perspective I believe it is over complicated and puts people off seeking support from their GP. I have been wanting some routine checks for a while but ended up going round in circles and getting nowhere. I then put this off for months and popped in today to ask at reception for an appointment. The receptionist was lovely and very helpful but was unable to do this as apparently it can't be done this way anymore. She sent me some links via text, which I followed, but it really isn't straightforward and far more complicated than is necessary. I'm a nurse myself in secondary services and felt like not bothering to be honest. Many of my patients/carers complain about this system at your surgery and if I feel I can't be bothered i dread to think how many other patients are ignoring health care needs because of an overcomplicated system. Although this might be helping systems in the short term I truly believe this is stacking up a health crisis in the future. It is excluding people and is not at all accessible. It would be simpler to employ more reception staff and whilst this may seem costly, in terms of health promotion in the long term it would save. Apologies about the rant and again I'd like to offer my sincerest thanks to all of the wonderful staff members there who deliver outstanding care.

After a 10 min wait to be connected to the receptionist from hell all i can say she is exactly whats wrong with our NHS she thinks she runs the surgery and dosen't need doctors nurses or any one else, because she knows it all I couldn't have a appointment with the nurse for a blood test couldn't make a appointment with the doctor as there was none available told her it wasn't urgent didn't matter when, there was still none available I've been with this surgery since i was born and its now a shambles the doctors have always been great but getting past the receptionist or front of desk doctor is nigh on impossible.

While the rest of the world emerges from lockdown and gets back to normal, it feels as if The Old School Surgery is still using Covid-19 as an excuse for poor patient care. It is virtually impossible to get an appointment, unless the medically untrained receptionist deems your health issue an ‘emergency’. If you are fortunate enough to secure an appointment it is only a telephone consultation, but you are not given a specific time. This afternoon I have been sitting next to my phone for six hours, and still no call from the GP. I am frustrated, and worry that people with serious health conditions will go under the radar as they don’t want to ‘bother’ the doctor.

Very rarely had a problem with the surgery, staff were generally helpful and accommodating. It could sometimes be difficult to get an appointment but this is not unusual at any surgery. I have recently moved away from Bristol and joint a new surgery and it has become explicitly apparent exactly how good the Old School Surgery was!! I would definitely recommend Old school surgery!

I just wanted to big up your pharmacy. It was a horrible drizzly afternoon & the pharmacy staff had to keep coming out checking what we wanted and giving us prescriptions with (what I assume under their masks) a smile on their faces. Thank you, you made my day x

the staff in the Pharmacy seem over worked and the queues just get longer,Sue and Emma are very helpful and deserve a Gold Star,

Coming to the surgery is like dealing with trusted family! We've have had our fair share of surgery experiences. The Old School Surgery is literally like a breath of fresh air. Cathy on reception always greets you with a smile. Even when the phone is ringing and the reception area becomes busy, Cathy seems un-phased and methodically deals with each patient. The Doctors are thorough and show sincere interest in your condition. The nursing team have been lovely making you feel at ease by explaining exactly what they are doing and why. The dispensing staff are really helpful and try their utmost to get out of stock prescriptions brought in quickly. What a credit to the somewhat strained NHS system!

I find it amazing how this place works. You are a patient and need to be treated with respect .. I find it amusing how a sign behind the receptionists states that they won't accept rude behaviour ... oh the irony. Phoning in is a lottery ... will they bother to answer ... won't they? States your first in the queue but stick the kettle on as you've got a few more minutes. Nurse I saw was rude and had no understanding .. even interrupted me at one point when giving a history of the problem - stated she didn't need it - well I'm a nurse too, history is vital in understanding chronic illness. Couldn't find what was on my notes regarding this 3 year problem?! Asked me the same few questions a few times.. so did two of the receptionsists just to get an idea of how bad it was and see whether I can see someone today - bearing in mind I've got a mangled testicle having to explain 3+ times was a high point. Also, can I just ask what happened to data protection at doctors surgeries? Listening to poor people explaining their symptoms and being asked their name, address and what is wrong in a full waiting room is SIMPLY NOT GOOD PRACTICE.

I called today to try and book an appointment with the doctor in the community text of anxiety and frequent panic attacks and explained that I needed to speak to someone face to face. The receptionist Helen explained that I did not need to see the doctor for this and refused multiple requests for an actual appointment, booking a telephone triage instead. When checking my number, there was an error in how it was presented on the system. I feel she proceeded to be very passive aggressive about this, saying 'see, this is why you need to update us when you change number or address,' and then, 'you must have written it down wrong.' When a person with mental health issues calls, I tears to request help, these barriers and blame are really understanding helpful. I almost hung up the call at this point because I was so uncomfortable and asked to be put through to someone else, which Helen eventually agreed to. I explained how she was making me uncomfortable but neither she or Janet's offered any apology or deescalation and continued to refuse a face to face appointment with the doctor. I work as a Medical Secretary in the AWP and would be horrified in one of my colleagues spoke to a patient this way and did not offer any support during a difficult call. I really am very, very disappointed and if it were not for the excellent support provided by Dr Joshi, I would change my GP surgery as a result of today's experience.