Quite good. They respond well. They make referrals really quickly. I can get appointments and even same day ones. Very efficient.
It's good getting appointments here, I have no issues and the communication is good.
Thank you for taking the time to leave us this 4* review. I am really glad to hear that you find our appointment system works well. Kind Regards, Amy, Operations Manager
Shocking, no comment. Hard to get appointments and I can't see why as it's always empty. They need to stop blaming covid now. They get you an appointment for in 2 weeks.
Thank you for taking the time to leave this review. We are sorry to hear of your struggles to get an appointment.
All of our appointments are made using the online forms via our website, using the NHS app or by calling the surgery. One of our GP\'s is triaging all of the forms submitted and will organise the most suitable appointment based on clinical need. If the problem you are presenting with is deemed as something that requires a GP appointment urgently, we have same day appointments available, along with ones for the next couple of days, and then further ahead for routine problems.
Please be assured that we do not have Covid restriction measures in place anymore and haven\'t done for several years.
If you would like to discuss your concerns further with a member of the Management please contact the Practice directly. Kind Regards, Amy, Operations Manager
Editing medical notes without permission to cover up medical negligence.
I am sorry to hear that you have concerns regarding medical negligence. We would like to investigate this and address your concerns appropriately. Please get in touch with our Management Team. For more information on how to make a complaint please visit :
https://bournbrookvarsitymedical.co.uk/suggestions--complaints.
Kind Regards, Amy - Operations Manager
The GP is fast at responding. I got an appointment with the midwife really quickly. Quite responsive.
Thank you so much for your 5* review! We’re pleased to hear that you found our team responsive and were able to get a quick appointment with the midwife in a timely manner. Kind Regards, Amy, Operations Manager
Asking for reasonable adjustments, but only if you don’t ask for them to be given. Because the surgery decides what you need. Even if it’s not in the best interest of the patient.
Thank you for taking the time to leave us a review. I am sorry to hear that you feel this way regarding issues you have experienced relating to your reasonable adjustments. Please reach out to discuss this further with our Management Team. Kind Regards, Amy, Operations Manager
Sharon the receptionist giving wrong information to patients.
Has a patient I was given the run around, when Sharon gave me wrong information regarding the pharmacy and my prescription.. Saying it was sent to the pharmacy and then it not being sent.
This delayed me getting my medication
Been on medication for something that didn't even do anything.
This was due to a doctor opening up a discontinued repeat prescription. I have reported it further.
As a patient I was given the runaround, when the receptionist gave me wrong information regarding the pharmacy and my prescription.. Saying it was sent to the pharmacy and then it not being sent. This delayed me getting my medication
Thank you for taking the time to leave this review. I am sorry to hear that you have had this negative experience with the Practice. We would like to investigate this further to identify what went wrong so please get in touch with the Management Team. Kind Regards, Amy, Operations Manager
Always on the ball and does a lot for me. I can always get an appointment and has always been proactive with patient care. I'm really happy with them.
Thank you so much for leaving us a 5* review! Being proactive with patient care is very important to us, and we’re glad it shows. Kind Regards, Amy, Operations Manager
It was alright a few weeks ago when I went to get help with my depression. It has a lot of students there. A good service delivery and they send referrals quickly. The staff are polite, really supportive and helpful.
Thank you for taking the time to leave this review. I am pleased to hear that you are happy with the service provided by our team and that your referral was sent off quickly. Kind Regards, Amy, Operations Manager
Gp always running due to patients with complexs needs they cliam. But notice gps taking behind desk and rushing me because I raised my it when spoke to the receptionist.
Not professional at all.
Acting without following policies. Not allowing patient choice, and refusing to follow NHS guidelines when dealing with patients.
Can’t get appointments with doctors due to all doctor’s now Part time jobs. Surgery’s standards have dropped due to this and poor quality of care and management.
Registered manager dishonest and not reporting when her management team for negligence towards patients.
Acting without following policies. Not allowing patient choice, and refusing to follow NHS guidelines when dealing with patients.
Can’t get appointments with doctors due to all doctor’s now part time jobs. Surgery’s standards have dropped due to this and poor quality of care and management.
GP always running late due to patients with complex needs they claim. But notice GPs talking behind desk and rushing me because I raised it when I spoke to the receptionist.
Not professional at all.
Thank you for taking the time to leave a review. We are sorry to hear about your experience and take your concerns very seriously. We would welcome the opportunity to discuss your concerns in more detail so we can investigate and respond appropriately. Please get in touch with our Management Team either by phone on 0121 472 0129 or Practice e-mail, which is request.bournbrook@nhs.net.
For more information on how to make a complaint please visit :
https://bournbrookvarsitymedical.co.uk/suggestions--complaints
Yours Sincerely, Amy - Operations Manager
You can easily get same day appointments and the staff are very helpful and kind.
Thank you for taking the time to leave us a positive review. I am pleased that you find it easy to access the care you need and that you are happy with the service provided by our staff. Kind Regards, Amy, Operations Manager
It's nice but the system that staff use doesn't always work. The appointment ran late and made me wonder if I had successfully made the appointment. The GP was nice but the online form only works at certain times of the day. If you want call them an make an appointment, they tell you to go online and do it.
Thank you for taking the time to leave us this review. Our GP\'s try their best to run to time in their appointments, however due to unforeseen issues this may not always be possible. The online triage form is routinely open from 7am-5pm Monday to Friday, however if the GP feels necessary they can temporarily suspend receiving any more requests, and will put a time on the form as to when it will re-open. They will only temporarily suspend the forms for reasons such as an overwhelm in requests which need to be reviewed. During this time when the form is temporarily suspended, if you feel that the medical problem cannot wait until the form re-opens, the message on the form will advise you to contact the Reception team who can put a form through on your behalf and flag to the GP. Kind Regards, Amy, Operations Manager
I felt listened to and they said they would do a referral straight away. Can't fault them. It's easy to make appointments. A good GP.
Thank you for leaving us a 5* review. I am so pleased that you are happy with the service which we deliver. Many thanks, Amy, Operations Manager
Since my GP practice introduced triage for appointments I have always been seen same day for what I consider important matters.
Thank you for taking the time to leave us a 5* review. I am glad to hear about your positive experience using our triage form. Many thanks, Amy, Operations Manager
The screening through Bournbrook seems rather pointless for me. I have neuroendocrine cancer of small intestine and annual scans. Surely any progression would be picked up in those scans. The screening always comes back as nothing worrying found. I fear this screening is a waste of NHS funds for me.
Thank you for your feedback. We would very much like to understand more about this concern. It maybe that we are offering you an annual review for another problem such as hypertension. We fully agree that the annual scans and hospital tests are the most appropriate way to monitor your neuroendocrine cancer and we suspect we are doing an annual review due to some other long-term condition. However, this is all guessing. If you feel able to, please contact us to discuss this with a manager or GP and then we can check that we aren\'t duplicating or doing unnecessary tests. Kind Regards, Dr Christina Allen, GP Partner
I have moved from Worcester and joined this surgery. They were very quick to register me and gave me an appointment quickly.
Thank you for taking the time to leave us a 5* review. I am pleased to hear the registration process has been smooth and that you\'ve used our triage system to get an appointment. Kind Regards, Amy, Operations Manager
Good staff and appointment availability.
Thank you for taking the time to leave us a 5 star review! I will share your feedback with the whole team. Kind Regards, Amy, Operations Manager.
I had a vaccination here.
Thank you for taking the time to leave us a 5* review. I am glad you are happy with the service provided. Kind Regards, Amy, Operations Manager
Very good. The GP is very helpful. Last year when I was having heart palpitations I went online and booked an appointment. They saw me 3 hours later and gave me blood tests and did some general checks. They said I was stressed and thought I should check in with a wellbeing officer at the university.
Thank you for leaving us a 5* review. I am pleased to hear that you are happy with the service provided. Kind Regards, Amy, Operations Manager.
Good and quite easy to access. I had to fill out a form online, they then called me and booked an appointment for the next day. I managed to find a suitable time and they gave me a prescription for antibiotics and told me to use them if I felt worse.
Quite a quick process to get registered.
Fantastic communication, a good service, prompt replies and the IT system is good. The appointment availability is also good.
I am satisfied and happy with the service overall. Everything runs smoothly whenever I need something from them.
Easy to get appointments. Doctors are responsive and supportive. It has improved. They have a new system which works.
The reception team and GPs are very kind and helpful.
I haven't tried their triage service yet as I prefer to do everything over the phone. They tend to be okay when I do go and the staff are very friendly, the doctors listen and they help me.
Quite helpful, they are good. They send reminders to my phone. Staff are great and very friendly. I don't have any problems.
They have 3 very good doctors but it's pot luck which one you get on the day. They rely on locum staff a lot which is not good for continuity of care.
The GP service is okay but the staff are late sometimes.
Within 2 days I got registered and everything was done online. I got my NHS number very quickly.
They are friendly and you can get an appointment pretty quickly.
Really slow. Don't have appointments. Slow at answering calls and then I'll just wait until they have one available. No long waits. Good communication Worries me.
Waiting times are usually very long and at time GP is in a rush and rude.
I'm reluctant to contact the GP with my wife's condition as there is not much they can do in the way of treatment. They do what they can, mostly over the phone. The receptionists are doing most of the work. Everybody is trying their best, some efficiencies could be done.
They're really good. I have a chronic condition and they give me appointments when I need it and bring me in straight away. They want to check me there and then.
I like them very much. Its easy to get an appointment.
At the start of the pandemic there were issues where they only sent phone contact details and they don't work well for me as a deaf person. The email address in their SMSes didn't work. I later walked past their building and saw another email address and when I emailed that, they said the SMS email address isn't used... It still appears on all SMSes I don't know if this is out of their control. They agreed to let me use email to contact them and did some stuff by email instead of phone during the early pandemic days. I have been able to manage video appointments as the sound and video sync are good and the staff are very patient. I had to have one emergency f2f appointment after a suspected clot issue. The GP who only knew me a little was aware I am deaf and arranged to remove her mask and just use a visor when we were in the consulting room and she could distance. She was very clear and helpful, and understanding that when she had to send me to A&E I was very stressed about masks and hearing people and getting a companion in to assist with communication. Overall they have been very very good during the pandemic. The only bad this was this silly email address that is on all their SMSes which doesn't work, which is dangerous.
Prize Draw Data
Excellent service provided by this practice . Caring, professional, listen
Amazing service. Really helpful and empathetic staff. Always happy to help.
The receptionists have always treated me with kindness and compassion, even at my most hysterical moments. They've called me back promptly and efficiently and I can't praise the practice enough. All GPS are very knowledgeable and caring go that extra for there patients
They have always been fantastic, they are very caring, efficient and organised. They are very good at helping you book an appointment and offer a variety of times
Online survey questionnaire: What has worked well for you during lockdown?
Answer: Bournbrook varsity medical practice for telephone and video appointments. Have had to attend in person for blood tests but lots of safety precautions in place.
I have been a patient her now for over seven years. This is by far the friendliest and most professional GP surgery that i have been to . Your visit is not just an appointment with a Doctor, it is like meeting with a kind and trusted friend who will go the extra mile to help you. You are made to feel that you are the most important person that they have met (or spoken to that day) and there is genuine compassion with your situation, from the receptionists , nurse and Doctors alike. What i like the most is that you do not need to feel anxious when waiting , because the Doctor will collect you from the waiting room. If you cannot get an appointment quickly you can speak to a Doctor (by phone) the same day. Recently for me when i was very ill it was like a lifeline in a real time of need.
I have been registered at several surgeries in my time. I registered here recently and this Practice is by far the best I have ever been to. The reception team were really helpful and assisted me in completing my paperwork, they listened to the problem I had and made sure I could be seen that day. The doctor was really good. I have been suffering with the same problem for months and feeling short changed by my previous doctor but her explanation and understanding just made me feel much better about things.
Thank you so much for your positive comments and for taking the time to post them, they will be passed on to the entire team. For others reading your comments this is the service we strive to achieve for all of our patients and reflects our practice values of providing great quality care.
Long waiting time. Private services are expensive.
We would like to convey our apologies for any excessive waiting time in surgery. It is important to state that we work very hard to ensure we start our clinics on time and keep to time but there are numerous reasons why clinical staff are not able to maintain this and many reasons cannot be avoided. Some examples of these are: on the day emergencies, complex cases requiring more time than allocated, patient attending with more than one problem to a single appointment.
Any private work that we provide has a set fee associated to it. Our fees are reviewed regularly. We will always aim to set our fees below the England average. Data is obtained from med-economics and BMA to assist us in setting our fees on a fair and reasonable basis.
We are happy to discuss any matters further by asking you to call us on 0121 472 0129 and speaking with a Deputy Manager.