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I received a. Letter from the surgery manager yesterday. A non specific letter basically saying that some poor individual/s
who answer the phone had to have a feeling because I had to get assertive with them because they were being obstructive and blocking my care. My life, my right. I gave feedback about it and had a response from the manager suggesting I call her. Yesterday I also received a letter (non specific) accusing me of upsetting some fragile staff member. She took offence that I think some of her staff are insecure and should not have a job where they have the slightest bit of power. The manager said she felt threatened by me because I was taking loud (hello hearing problems due to the meds im on)This is what the victim mindset of the new age, people want the world to change around them rather than deal with thier own feelings. After the conversation with the manager I realised the problem 'its the manager ' everything about her was exactly the same attitude as the receptionist who cause problems. It got to a point some time ago where the idea of ringing the surgery just filled me with dread..this is not a doorway to care its a doorway to abuse. And as long as the manager I spoke to continues with the rotten attitude then the practice won't change. I'm now leaving the Cotham family practice and joining a descent practice. With properly trained staff and a management system that likes to learn from patients and they don't treat patients like the enemy, which I'm afraid to say the the way the family practice have treated me is like the enemy. To think that this surgery have gotten quite a few things wrong I could have taken them to pals many times over, but I allowed myself to be swayed by the lip service from the then manager. This is a different manager, that in my experience is quite clueless regards management otherwise she could have chosen to do it a difference way. But what she dis was Generalise(unprofessional) there was no timeline or dates(unprofessional). What this letter was a threatening me. Its a very very bad idea to behave like that when you know that the patient has complex ptsd because you are breaking the law regarding the 2010 disability act where reasonable adjustments need to be made. These adjustments have been ignored by the reception people, the manager and Dr Rush, whom has been part of the problem, jn fact he caused it by telling me that because of the serious conditions I have that if i need to speak to him urgently then inform the reception staff. This is where the problem started, its seems he didn't tell them and he failed to put a flag on the system, hence all the problems everytime I rang the surgery. Because of the amount of distress that these uneducated staff have caused me when I am coming up to the end of my life, the distress Dr Rush has caused by not putting something on the system and leaving it to me to continuously explain the same thing over and over to be confronted with arrogance, unhelpful, hostility. I wasn't really that surprised once I had spoken to the manager,, and the answer is clear bad management make bad staff. it's a shame that the behaviour of the few always bring down the good work of the few.. What a rotten experience having to change gp surgery halfway through your cancer treatment. I'm definitely going to start a complaint with pals and will put everything I have left in me to see it to the end. I don't recommend this practice at all. Not because of most of the gps but more because of a few reception individuals and definitely that manager. It's just a business to her. With all the human qualities removed, just like a corporation. While I'm changing surgery i will not be relying on this substandard practice, even if I'm seriously ill. I wanted to add that I have lung cancer, pulmonary fibrosis wich is stopping surgery. The hospital consultant wrote to them telling them to change the meds and carryvout important tests. Lets see I expect to be punished and ignored and made to become unwell. Maby employ people with moral fortitude.
who answer the phone had to have a feeling because I had to get assertive with them because they were being obstructive and blocking my care. My life, my right. I gave feedback about it and had a response from the manager suggesting I call her. Yesterday I also received a letter (non specific) accusing me of upsetting some fragile staff member. She took offence that I think some of her staff are insecure and should not have a job where they have the slightest bit of power. The manager said she felt threatened by me because I was taking loud (hello hearing problems due to the meds im on)This is what the victim mindset of the new age, people want the world to change around them rather than deal with thier own feelings. After the conversation with the manager I realised the problem 'its the manager ' everything about her was exactly the same attitude as the receptionist who cause problems. It got to a point some time ago where the idea of ringing the surgery just filled me with dread..this is not a doorway to care its a doorway to abuse. And as long as the manager I spoke to continues with the rotten attitude then the practice won't change. I'm now leaving the Cotham family practice and joining a descent practice. With properly trained staff and a management system that likes to learn from patients and they don't treat patients like the enemy, which I'm afraid to say the the way the family practice have treated me is like the enemy. To think that this surgery have gotten quite a few things wrong I could have taken them to pals many times over, but I allowed myself to be swayed by the lip service from the then manager. This is a different manager, that in my experience is quite clueless regards management otherwise she could have chosen to do it a difference way. But what she dis was Generalise(unprofessional) there was no timeline or dates(unprofessional). What this letter was a threatening me. Its a very very bad idea to behave like that when you know that the patient has complex ptsd because you are breaking the law regarding the 2010 disability act where reasonable adjustments need to be made. These adjustments have been ignored by the reception people, the manager and Dr Rush, whom has been part of the problem, jn fact he caused it by telling me that because of the serious conditions I have that if i need to speak to him urgently then inform the reception staff. This is where the problem started, its seems he didn't tell them and he failed to put a flag on the system, hence all the problems everytime I rang the surgery. Because of the amount of distress that these uneducated staff have caused me when I am coming up to the end of my life, the distress Dr Rush has caused by not putting something on the system and leaving it to me to continuously explain the same thing over and over to be confronted with arrogance, unhelpful, hostility. I wasn't really that surprised once I had spoken to the manager,, and the answer is clear bad management make bad staff. it's a shame that the behaviour of the few always bring down the good work of the few.. What a rotten experience having to change gp surgery halfway through your cancer treatment. I'm definitely going to start a complaint with pals and will put everything I have left in me to see it to the end. I don't recommend this practice at all. Not because of most of the gps but more because of a few reception individuals and definitely that manager. It's just a business to her. With all the human qualities removed, just like a corporation. While I'm changing surgery i will not be relying on this substandard practice, even if I'm seriously ill. I wanted to add that I have lung cancer, pulmonary fibrosis wich is stopping surgery. The hospital consultant wrote to them telling them to change the meds and carryvout important tests. Lets see I expect to be punished and ignored and made to become unwell. Maby employ people with moral fortitude.
TLDR:
Mostly caring/helpful staff, undermined by poor management (?), ridiculous protocols, and the failure which is the NHS.
Essay:
I feel sad having to write such a review, because many of the staff at this practice try their best to compensate for an inherently broken system. But since I cannot leave a review on “The NHS”, this is the only place I can express how broken said system is.
I’m 22 years old, been suffering with bad mental health issues for my entire life. Though, have recently reached a breaking point in the last 2 years where I’ve had to involve the medical system in my treatment. I have severe insomnia, GAD, depression, SI, ADHD, and multiple stress-induced physical conditions.
Been on and off various psychiatrist medications 5-10 times.
Learned early on that the NHS/Family Practice were frustratingly inadequate and non-proactive, so decided to go private with a £450 (?!) psychiatrist appointment.
GP prescribed me emergency sleep medication for 2 weeks, to see me through the time it takes to see my psychiatrist and get medication etc.
Psychiatrist was great. Properly understood me and prescribed me promising medication.
Thought going private was enough to avoid the NHS, apparently not, they still infiltrate the process by being the only organisation capable of prescribing my medication, even though its ALREADY been prescribed by my psychiatrist with vastly more psychiatry experience and more knowledge of my conditions.
Psychiatrist needed my GP Practice email to send the prescription to.
I called GP, asked them for it. Denied because it “isn’t given out to patients”.
Reported back to psychiatrist, they called in the morning, but were met with the morning phoneline disaster, so couldn’t get through.
I called GP again. Different receptionist, thankfully. They (reluctantly) gave me the secret email address after hearing my plight.
Gave email to psychiatrist. They promptly emailed the prescription to GP.
Easter holidays. Frustrating but expected delay.
Ran out of sleep medication.
After the easter weekend, I received a text from the GP Practice telling me that because it was new medication, I would have to speak to my GP first, even though it had been prescribed by a psychiatrist (a doctor who literally specialises in mental health).
Received a text after that saying I had a phone appointment that same day, given a time slot (phew)
Time came and went, no phone call materialised.
Called GP practice.
The receptionist investigated it, telling me that the pharmacists had declined the medication, and thought it would be best to talk to my GP. (Apparently, they don’t trust psychiatrists, despite the pharmacists having zero knowledge about me, and limited medical knowledge.)
The receptionist wasn’t privy to further information, so the purpose and instigator of this theoretical phone call were unknown. The reason the call never materialised was also unknown. This is all despite receiving the text message regarding the phone call on the same number/service that I receive GP texts from.
I asked if I could have a note written to my GP, for him to sign off on the medication, since he has been with me through this process. This would save everyone's time.
But apparently this request was too “cheeky”, since the receptionist has faced repercussions from doing something similar in the past.
Apparently, the severe insomnia and suicidality on my NHS report doesn’t warrant being “cheeky”. Okay.
I don’t blame the receptionists, they are punished for using common sense, and their job is at stake.
I was told to phone at 8am to book an appointment. If I emerged from the 8am phoneline Hunger Games with an appointment, it would be a minimum wait time of 7 days.
If I didn’t, I’d have to try again the next morning, and the following mornings, etc.
I’m given the autonomy to walk to my local store and buy copious amounts of alcohol, yet I have to fight with the NHS for days to acquire PRESCRIBED medication in order to cope with my mental conditions.
Good luck everyone.
Mostly caring/helpful staff, undermined by poor management (?), ridiculous protocols, and the failure which is the NHS.
Essay:
I feel sad having to write such a review, because many of the staff at this practice try their best to compensate for an inherently broken system. But since I cannot leave a review on “The NHS”, this is the only place I can express how broken said system is.
I’m 22 years old, been suffering with bad mental health issues for my entire life. Though, have recently reached a breaking point in the last 2 years where I’ve had to involve the medical system in my treatment. I have severe insomnia, GAD, depression, SI, ADHD, and multiple stress-induced physical conditions.
Been on and off various psychiatrist medications 5-10 times.
Learned early on that the NHS/Family Practice were frustratingly inadequate and non-proactive, so decided to go private with a £450 (?!) psychiatrist appointment.
GP prescribed me emergency sleep medication for 2 weeks, to see me through the time it takes to see my psychiatrist and get medication etc.
Psychiatrist was great. Properly understood me and prescribed me promising medication.
Thought going private was enough to avoid the NHS, apparently not, they still infiltrate the process by being the only organisation capable of prescribing my medication, even though its ALREADY been prescribed by my psychiatrist with vastly more psychiatry experience and more knowledge of my conditions.
Psychiatrist needed my GP Practice email to send the prescription to.
I called GP, asked them for it. Denied because it “isn’t given out to patients”.
Reported back to psychiatrist, they called in the morning, but were met with the morning phoneline disaster, so couldn’t get through.
I called GP again. Different receptionist, thankfully. They (reluctantly) gave me the secret email address after hearing my plight.
Gave email to psychiatrist. They promptly emailed the prescription to GP.
Easter holidays. Frustrating but expected delay.
Ran out of sleep medication.
After the easter weekend, I received a text from the GP Practice telling me that because it was new medication, I would have to speak to my GP first, even though it had been prescribed by a psychiatrist (a doctor who literally specialises in mental health).
Received a text after that saying I had a phone appointment that same day, given a time slot (phew)
Time came and went, no phone call materialised.
Called GP practice.
The receptionist investigated it, telling me that the pharmacists had declined the medication, and thought it would be best to talk to my GP. (Apparently, they don’t trust psychiatrists, despite the pharmacists having zero knowledge about me, and limited medical knowledge.)
The receptionist wasn’t privy to further information, so the purpose and instigator of this theoretical phone call were unknown. The reason the call never materialised was also unknown. This is all despite receiving the text message regarding the phone call on the same number/service that I receive GP texts from.
I asked if I could have a note written to my GP, for him to sign off on the medication, since he has been with me through this process. This would save everyone's time.
But apparently this request was too “cheeky”, since the receptionist has faced repercussions from doing something similar in the past.
Apparently, the severe insomnia and suicidality on my NHS report doesn’t warrant being “cheeky”. Okay.
I don’t blame the receptionists, they are punished for using common sense, and their job is at stake.
I was told to phone at 8am to book an appointment. If I emerged from the 8am phoneline Hunger Games with an appointment, it would be a minimum wait time of 7 days.
If I didn’t, I’d have to try again the next morning, and the following mornings, etc.
I’m given the autonomy to walk to my local store and buy copious amounts of alcohol, yet I have to fight with the NHS for days to acquire PRESCRIBED medication in order to cope with my mental conditions.
Good luck everyone.
Very good service. Got an appointment on the same day I phoned and only waited about 2 minutes on arrival before being called in. The doctor I saw was great as well - very understanding, fully checked out the medical issue, and was clear with conclusion and next steps.
We’re sadly leaving this practice, as we have just moved outside Bristol.
We have always managed to get an appointment through their amazing kind and patient team, especially for my 3 year old boy, they always make time to check him without hesitation if there’s something wrong. You do have to wait a while on the phone, but I think this is the same with every single surgery in the UK.
The staff don’t seem to get enough appreciation looking at the reviews. So I just wanted to say a massive thank you to the team.
We have always managed to get an appointment through their amazing kind and patient team, especially for my 3 year old boy, they always make time to check him without hesitation if there’s something wrong. You do have to wait a while on the phone, but I think this is the same with every single surgery in the UK.
The staff don’t seem to get enough appreciation looking at the reviews. So I just wanted to say a massive thank you to the team.
This surgery is a shambles. I note that they have 13 part-time doctors with an average salary of £67,447 (no full-time doctors). If the practice spent more on admin, their phone system and an on-line booking facility perhaps we would get a better service.
A disgrace. This is the worst surgery I have encountered in a lifetime. I have called repeatedly and constantly over the past 8 months and have been unable to get an appointment.Despite the surgery texting to say it's essential that I come in - the receptionists have blocked this and I have suffered worsening and extreme symptoms as a result. A complaint to the Practice Manager has not been followed up on. A request for a repeat prescription has not been reviewed. Even a call from 111 out of hours requesting that thesis sorted has not yet been responded to.
Toxic administration staff especially the polish woman who's quick to shout and go on about racism on the phone genuine questions to be asked genuine calls to be had the bully I've felt from this administration staff is shocking. The doctors are ok but the battle of getting your genuine questions across is impossible good luck when making appointments or chasing chip on your shoulder staff. At least I'm happy in my job 🤷♂️