Beversbrook Medical Centre

Beversbrook Medical Ctr, Harrier Close, Calne, Wiltshire, SN11 9UT 924 reviews

Reviews

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17th February 2023


Horrendous experience. I am in severe pain with a back problem to the point of being agent able to stand or walk and am having to chase constantly to request medication to manage this. The incident started two weeks ago (with an out of hours 111 attendance who issued a particular medicine to ease what was a 10/10 pain) and I am still very much in the acute phase. After much chasing a repeat script was issued for a 5 day supply (that was over a week ago) and I am now rationing that as there is no sign of them being willing to prescribe further or discuss alternatives with me. I have repeatedly indicated in my messages that I would be happy to discuss the request with a gp as I do appreciate the medication in question is not suitable long term and has addiction risks. A look on the NHS website suggests it can be used for up to 4 weeks however before needing to be reduced and I am only at 2 weeks today. A phone appointment has been made for me on March 15th but I’m not quite sure what they expect me to do for the next month! There is absolutely no pro activity from the surgery - I am doing the follow ups, chasing and contact constantly. Added to this I have a medical history that does raise a potential red flag with this current issue and that has not been picked up on. Not a surprise as they seem incapable of coding my medical record correctly. I will be looking to change surgery asap or even consider paying to use a private gp. I just want someone who actually cares about their patient.

Suggested improvements
Care about the patient and perhaps call to discuss the issue rather than hide behind the messaging on SystmOnline. Show some empathy.

21st February 2023
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review and we are very sorry to hear of your disappointment. As this message is anonymous I cannot resolve the detail here but I would welcome an email to julie.taylor167@nhs.net and I will do my very best to assist. Best wishes - Julie Taylor - Operations Manager

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17th February 2023


A week ago I actually managed to get through on the telephone. I wanted to make an appointment to see someone about a problem I have had since Christmas, hoping that maybe it would resolve itself and not wanting to take up Drs time. It has not, despite my best efforts at self medication I am still in pain. The person I spoke to was curt, unapologetic when coughing down the phone at me and the best I could get was my details being passed on to the bookings team who would text me with an appointment ... A week later I have heard nothing. As others have said your system is broken. Online bookings are impossible, perhaps you should let your nice telephone answering machine know as that is the first recommendation when you get through. And it would not appear that ringing up to get an appointment gets you no further than being assessed by some anonymous team who don't know the full facts of what someone's ailment is. I can only assume that I have fallen through the cracks or my issue is not considered important enough based on the details given to the team by the coughing receptionist... I was fully expecting to have to wait some days for an appointment, I was not expecting to have to wait over a week to even be given a slot.

Suggested improvements
There is huge room for improvement.

21st February 2023
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review and we are very sorry to hear of your disappointment. As this message is anonymous I cannot resolve here but I would welcome an email to julie.taylor167@nhs.net and I will do my very best to assist. Best wishes - Julie Taylor - Operations Manager

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14th February 2023


Your system is broken it is beyond hopeless. We waste hours sitting waiting on the phone for it to be answered to only get fobbed off with the promise of a call back which doesn't generally happen. Why can't you cut out the middle man why can't you call to get an instant appointment rather than being passed through to a team and having to wait for a call back that may or may not happen. You are over complicating a process. We seem to be in a neverending loop of trying to get an appointment. You also seem to have forgotten that people work, have meetings, have children at school we can't just always drop everything to answer a return call - the reason I call when I do is because I have that moment free. I could keep going with the absolute ineptitude of your service but I really can't be bothered to waste anymore of my life on it. I feel sorry for your staff who are probably facing never ending frustrated people. If I could give 0 stars I would. The service just seems to keep getting worse rather than better.

Suggested improvements
Make me appointments over the phone rather than referring to a bookings team who in our history don't tend to phone back. Have a decent online system - filling in the same day urgently care form is very un-user friendly and doesn't actually result in anything more than you being promised a call back. Not sending email appointments that we can't generally make and are then back into the loop of trying to rearrange the appointment.

21st February 2023
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review and we are sorry to hear of your dissatisfaction. We would welcome the opportunity to discuss all points in detail - if you would like to email beversbrook@nhs.net and ask for Paula to make contact I know she would welcome the opportunity to discuss all avenues open to patients for appointment planning and all other patient related matters. and we hope patients are finding a better service than our older phone Best wishes - Julie Taylor - Operations Manager

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13th February 2023


Numerous attempts to get an appointment with no success. Eventually once you get answered all you get is redirected to other NHS services such as 111 or A&E etc. (These services are under soo much pressure and GPs shurking their responsibilities does not help them no wonder the Hospitals and Paramedics and nurses are breaking ) Beversbrook call answer staff are rigid and firm they will not make an appointment for you. I categorically can say I do not need an ambulance i do not need at this point to go to hospital my evolving medical condition yes is a mystery and i can only by self research make a guess at possibly 10 or more causes something though a medical professional such as my GP could probably improve on and make then the right decisions and actions to help. I am under more pressure and concern not getting a needed appointment with my GP than the cause of the appointment need itself. It is crazy that a call agent can completely stop you getting this appointment and make such an important decision involving your health by stopping and refusing to make a request such as seeing you GP. If anyone can tell me who else i need to now go to to raise this issue and get needed appointment please let me know. i am intending on next step local health authority, CQC and local MP, but anyone else would be appreciated.

Suggested improvements
Simple, the call agent making an appointment.

14th February 2023
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to raise these concerns and we are very sorry to hear of your dissatisfaction. As you message is anonymous I am unable to resolve directly but I would welcome the opportunity to discuss the concerns further, I can be reached on julie.taylor167@nhs.net. With best wishes - Julie Taylor - Operations Manager

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10th February 2023


You have to wait to long to be seen

Suggested improvements
I received a message requesting some feedback Unfortunately I am unable to access Google but happy to on your website. I understand the difficulties, GP practice are under however I have had excellent experiences. The staff are so helpful

14th February 2023
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to leave this positive review. It is good to hear you have had excellent experiences and found staff to be helpful. With best wishes - Julie Taylor - Operations Manager

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Resources

Short link to review Beversbrook Medical Centre: http://iwgc.net/ejh6s