Beversbrook Medical Centre

Beversbrook Medical Centre 2022-10-06 Person 4 5 0

I have been under Ahilan for the last couple of weeks with my Mental health and he has been great and supportive with getting me back on track. He made sure I was involved with my care and any decisions that needed to be made. I know he is only a message away and will reply as soon as he can.

When offered an appointment and it isnt suitable, I have replied back to the message saying this wasnt suitable, but have heard nothing. So more communication would be lovely!

Beversbrook Medical Centre 2022-10-03 Person 2 5 0

On several occasions when I have arrived for my appointments I have been told that the appointment is at a different surgery to the one I was advised when I booked the appointment. The first few times I thought it was my mistake, but since this continued to happen I take careful note of where the appointment is located. At the time of booking, I double checked with the receptionist on the phone, wrote the location in my notebook and diary immediately. Once again on this occasion - at least the third time since I started being careful - I arrived and the receptionist told me a different surgery to when I booked. I cannot be the only patient experiencing this, arriving to the appointment as instructed only to be told the computer has the appointment at a different location. I insisted to the receptionist that I had been told the appointment was a beversbrook. She was helpful and a nurse managed to squeeze us in. On a previous occasion I was told that if I didn't make it across town with twin toddlers in time for the original appointment it would be marked on my record as none attendance. This continuing mistake by the surgery is stressful and inconvenient. I resent being blamed for the surgery's mistake. I agree with other reviews that the organisation of Beversbrook has deteriorated since it joined the Platform house partnership.

What you can do better is: Correct whatever is wrong with your process that the location at the time of booking and the location at the time of attendance is altered without informing the patient. Improve your text reminder format to make the location MUCH clearer. Showing the location as "Paterford house partnership" does not make it clear that the appointment is at Patford house surgery and not Beversbrook, part of the partnership. Do not reply on the appointment reminder alone to inform patients that you have changed the location. Take responsibility for your mistake and stop blaming patients. It is unfair to record such incidents as patient non attendance when they should be recorded as the surgery's mistake.

Beversbrook Medical Centre 2022-09-28 Person 3 5 0

My appointment with Nurse Bennett was good, she was really friendly, helpful, professional and put me at ease. Getting an appointment with the nurse was fairly easy and straightforward. The appointment was booked over the phone and mutually convenient date/time was chosen.

Following my appointment with the nurse I asked if I could book an appointment to see a specific female doctor. The receptionist appeared stressed and under pressure and didn’t give very good customer service. Both receptionists appeared strained and were not smiley or welcoming. They told me that the booking team would be in touch to give me an appointment which I thought was a bit odd as they presumably have a diary in front of them to check availability? It took 6 days for the booking team to get in touch and it was with a doctor that I didn’t ask for! The booking system doesn’t appear to work very well. It takes a long time for someone to contact you via text, there’s no discussion about a mutually convenient time for an appointment and when I asked whether the doctor I was seeing was male or female I received a very curt reply! It appears to be very difficult to get an appointment with a doctor these days and booking an appointment is a totally impersonal process/experience! Seeing a doctor is always my last port of call and we shouldn’t be made to jump through hoops or made to feel bad for asking to see one!

Beversbrook Medical Centre 2022-09-22 Person 2 5 0

Horrendous to get an appointment. Child was suffering with their breathing (asthma related), nothing could be offered and was told to course other care. You can never get an appointment with this surgery. Receptionists aren’t helpful as they just direct you to doctor link (which is a waste of time) or message the doctor directly. I feel sorry for the receptionists because I imagine they can get a lot of abuse for management decisions. If an under 3 year old can’t use Doctorlink, at least have some back up if I child needs to be seen!

Have better appointment system for receptionists being able to book appointments for patients. Like above, if you can’t use Doctorlink for a 3 year old, have something in place they can offer rather than having to call 111.

Beversbrook Medical Centre 2022-09-21 Person 1 5 0

This surgery is very difficult to contact. The receptionists are polite on the phone but promise to help and then don't follow through. I have been trying to get information for the past month and despite four attempts to obtain basic details and being promised contact each time I am yet to obtain the information. I have had a very painful condition for over 12 months now and I am yet to see a GP. I have been diagnosed with a different life long condition two months ago, been prescribed medication and am still waiting to see someone who may be able to provide information about the condition, the medication and any management. Very, very poor and tiring having to try and chase.

Either follow through with what is promised or don't promise in the first place. Don't expect patients to have to keep chasing for information especially at first diagnosis.