Bramley Village Health & Wellbeing Ctr
16 Highfield Road, Bramley, Leeds, West Yorkshire, LS13 2BLContact details and opening times
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Reviews
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Review titled Absolutely dreadful GP practice
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2025
Impossible to an appointment to see a GP even if requested on the econsult form. Instead, you’re called by a pharmacist who can’t deal with your medical issue which is then allegedly passed onto the GP but you receive no further communication. I have significant concerns re the pharmacist consultations as they write a totally fabricated list of things discussed on your patient record which can then have a significant impact when accessing future care and is read by other health care professionals. I intend to record all future telephone calls and challenge the narrative documented on my records.GPs are also quite dismissive and have poor knowledge of anything that isn’t run of the mill - they just tell you to contact your Consultant even though it’s an unrelated issue. Currently looking at changing GP as this practice is just so awful.
Visited March 2025
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 14 March 2025
Dear patient, Thank you for your feedback, we appreciate all comments whether positive or negative. As a surgery, we are committed to responding to all feedback to shape and positively affect the service that we offer. I am sorry that you do not feel our service is satisfactory and I will ensue your comments are investigated fully. At the surgery we operate both an eConsultation platform and a care navigation tool. Both combine to provide accessible healthcare for all our patients. Our eConsultation system is available 24 hours a day and allows for patients to submit answers to a series of clinical questions. The system is not designed as a mechanism to arrange face to face GP appointments, but instead to provide comprehensive and convenient care for an array of clinical conditions. This care may be simple advice, a referral, medication, or if appropriate, a further appointment with a relevant clinician. General practitioners have meticulously designed our Care Navigation system to allow for the patients to be signposted to the relevant clinician and to the most appropriate appointment within the practice. Since beginning to use the tool, the surgery has seen a dramatic increase in appointment availability, as well as the availability of appointments that can be booked throughout the day as opposed to the traditional 8am rush. Both systems are used to increase accessibility for all our patients, and I must apologise if you feel that you are unable to access our service. Having investigated our accessibility I can see that our phone wait times are well below the national average, and we also use a chatbot to allow further accessibility for our patients. Regarding your feedback surrounding our clinician’s competency, I would appreciate if you could contact the practice directly so that we can investigate these concerns. All our clinical staff complete an array of mandatory and voluntary training to maintain the highest clinical standards. Further to this, all our staff have regular meetings and appraisals, so any examples of poor knowledge can be extremely valuable within their own learning and development. I will ensure all our clinicians are aware of your feedback, if you are able to contact the practice on 0113 256 3250 or you can email us directly bvhwc.bramleyvillage@nhs.net I will ensure a full investigation is undertaken into your clinical record. Thank you again for your feedback and I look forward to hearing from you. Yours sincerely, Adam Bolton Practice Manager
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Review titled Terrible
Rated 1 star out of 5
by Rachel Yates - Posted on 17 February 2025
I’ve been under this practice for 12 years but rarely had to use them. I’m more than capable of using technology so have no issue with communicating via an e-consultation system. What I do have an issue with is being ignored! The e-consultation system is down for maintenance approx 50% of the time and when it is working it’s takes 3-4 days for an initial response (not the 48 hours they say) and they then send follow up queries via text. I’ve responded to these follow ups and heard nothing since. This has happened 3 times now. When I’ve called they just tell me it will be looked at as soon as possible! I can also see from the NHS app they have written inaccurate information eg they contacted me with test results. This is incorrect I didn’t hear a thing and found my own test results on the app after wondering why I’d not heard anything! It’s almost 3 months since I first contacted them and have been left suffering all this time. I’ve tried to emphasise the impact this condition is having on my life and it doesn’t seem to make any difference. It’s now causing me to feel helpless and depressed 😔
Visited January 2025
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 20 February 2025
Dear Rachel, Thank you for your feedback, we appreciate all comments whether positive or negative. As a surgery, we are committed to responding to all feedback in order to shape and positively effect the service that we offer. In regard to the consultation system, this is offered to all patients in order to increase flexibility and for ease of use. Our econsultation system aligns with NHS objectives around digital transformation, improving accessibility, and offering greater convenience for patients. Our system is kept up to date with new clinical conditions and we aim to refresh this regularly. In order to do this, we have to close the service, but we endeavour to do this at times when the service is at low demand. I will investigate the accessibility of the system and review when of the late the service has been down. Our standard process is to allow patients to submit consultations 24 hours a day, and unless contacted directly, all responses should be processed within 48 working hours. I will also investigate your recent submissions to see whether our process has not been followed. Please accept my apologies if delays have occurred or the service has not been satisfactory. Further to this, I will arrange for a member of the management team to contact you directly to discuss the incorrect information. This will allow us to do a thorough investigation and highlight any errors that may have occurred. I appreciate that delays in healthcare, or technical issues can cause frustration and for this I can only apologise. I will ensure all of the above is actioned and training / process updates are actioned in sue course. Yours sincerely, Adam Bolton Practice Manager
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Review titled Changed a lot recently
Rated 5 stars out of 5
by Anonymous - Posted on 14 November 2024
They have got rid of the patronising clinicians they had here and have a great, solid, lovely team now. Receptionists- great people and very personal. Not your typical “doctor’s receptionist” Healthcare assistant- is amazing and very good at what she does. Blood tests aren’t scary anymore as I know I can trust her not to hurt me. Advanced nurse practitioners - great and are good at listening to you. They both make you feel heard. The rest of the team have also been great!
Visited November 2024
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 14 November 2024
Dear Patient, many thanks for your feedback, it's a always great to hear the things we do well. We always endeavour to learn from negative feedback, however hearing positive feedback is brilliant for all our staff. I will ensure all the above staff are notified about your comments and I am sure it will be appreciated by all. I hope yourself and all of our patients continue to see the positive changes that are taking place. Many thanks again, Adam Bolton Practice Manager
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 26 September 2024
I had been registered at this surgery for 33 years, but have recently felt no option but to leave. Over this last few years things really seem to have gone down hill. I have had to constantly chase enquiries over and over again, as there is a massive lack of communication. It got to the point where I felt like a nuisance. The appointment system seems to change depending on the day. When I asked about this I was told it depends on how many clinicians are on, as to wether they are accepting routine appointments that day, even when advised to call back at 8am. Also several times e-consultations have gone missing, and often it takes over 48 hours for a response, and then often the response is you need to ring to make an appointment. Surely if the clinician feels you need to be seen, you should be contacted by the surgery to make an appointment. My husband was also registered here and he has had mistake after mistake, several times we have had to ring to challenge things and bring it to staffs attention to be corrected. There are a couple of reception staff that are friendly and helpful, but most of them are not very warm and welcoming and they are very abrupt. Reception staff also giving out clinical advice is not appropriate. I was prescribed something that I should not have been, when I called to ask for this to be queried with a doctor, I was told they wouldn’t have prescribed it if you couldn’t take it. When I insisted this was put through to someone clinical to check, no body ever called me back, it was from me calling again to be told yes, the doctor has come back and said don’t take it!
Visited September 2024
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 29 September 2024
Dear Patient, Many thanks for your feedback and your honest opinions regarding the service you have received. As the Practice Manager across the sites this is not the level of service we endeavour to provide, therefore I would like to apologise on behalf of the surgery. I appreciate your decision to remain anonymous, however, if you do wish to contact myself directly, please feel free to contact the surgery via email (bvhwc.bramleyvillage@nhs.net) or if you do call the surgery, please notify staff that I have asked you to get in touch. This would be very much appreciated so that we can listen back to the phone calls you have made and therefore we can learn from any mistakes that may have been made. Further to this, I would appreciate the chance to fully investigate some of the issues highlighted, for example the missing e-consultations and the clinical advice that has been proven to be incorrect. Please be assured that your feedback will be used productively within training days and staff meetings to review how we can improve the service. Once again, I want to outline my apologies for the service you have experienced. Yours sincerely, Adam Bolton, Practice Manager, Bramley Village Health and Wellbeing Centre.
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Review titled Very poor appointment system
Rated 1 star out of 5
by Adele - Posted on 17 May 2024
I have been left feeling utterly frustrated by the system for booking an appointment. I received a text message on Tuesday asking me to contact the surgery to book a telephone appointment to discuss tests results. I called on Wednesday morning and was told there were none available but they are released at random times throughout the day and to keep trying. I called twice more on Wednesday, three times on Thursday and twice today ( Friday) without success. I was told today to try on Monday at 10am, I work full time and cannot do that on Monday and am incredibly frustrated at the time I am wasting trying to book but also that my issue I was tested for is getting worse! I just cannot fathom who this system works for and find it ridiculous that a place that calls itself a Health & Wellbeing Centre is causing me stress! I have submitted an email to the practice with my complaint.
Visited May 2024
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 17 May 2024
Dear Adele, I am sorry to learn that you have experienced difficulty obtaining an appointment to discuss your results. I will ensure your email and feedback is looked into and investigated thoroughly. Once this investigation has taken place I will be in contact to discuss how we can learn from your feedback and provide a positive service for all our patients. Thank you for taking the time to raise this matter with us. I look forward to speaking to you. Adam Bolton Practice Manager
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Review titled unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2024
The straw that broke the camel's back was the GP muttering under her breath and behaving like she was very irritated about treating me. extremely unprofessional behaviour, I would expect better from doctors
Visited April 2024
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 05 April 2024
Dear Patient, thank you for taking the time to provide us with feedback. At the practice we always aim to act on feedback given by our patients as it's vital in order for us to learn and improve. When possible, please may you contact myself so this issue can be investigated as soon as possible. Contact details can be obtained by phoning the surgery 0113 256 3250 or requesting via email - bramley.villagesurgery@nhs.net Apologies again, Adam Bolton, Practice Manager.
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Review titled Unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2024
I've received a phone message that I need to book an appointment regarding my blood test. I called next day after 10am to book at any day , but I was told that they do not book in advance and I need to call next day at 8am to book the appointment for the curent day . I called next day at 8am and I was told , that it is a routine apointment and I do not need to call at 8am. They have booked a phone apointment in 1 week . I did not received any confirmation. When I called in a couple of days to ask a confirmation, they told me , that it is not necessary a confirmation for the phone apointment. I was told that the apointment will be on Thuersday between 2pm-4pm. Nobody called me on the relevant day.
Visited April 2024
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 26 April 2024
Dear Patient, thank you for taking the time to provide us with feedback. I will investigate your comments with a matter of urgency as I appreciate the poor communication you have experienced is not reflective of an efficient service. At Bramley Village we always want to learn from feedback as it is vital that we provide a well-run and efficient service. When possible, please may you contact myself so this issue can be discussed as soon as possible. Contact details can be obtained by phoning the surgery 0113 256 3250 or requesting my details via email - bramley.villagesurgery@nhs.net Apologies again, Adam Bolton, Practice Manager.
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Review titled Worst GP practice I have ever been with
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2024
When I moved to the area it was possible to pre book appointments either on the phone or even online accessing the other 2 surgeries. It was a challenge but sort of possible. Now it is not possible to make a routine appointment. I had been trying to get to talk to a GP for a long time but the only way it the onling consultation and the only GP who replies is rude ans uncaring and hangs up on you. I was sent a letter to make a routine appointment regarding test results, i called but this is not a service offered, even though the letter stated to do this. The GP doesnt know whats happening the nurses didnt know you couldnt make appointments. The nurses have been lovely. But the GP she is terrible and seems to be the only GP that works there. The reception staff are also uncaring and rude. What has happened to this place and how is it still "running". Needs a serious look at how it offers its "services" and actually help the local people not make them feel worse and delay any help they need.
Visited April 2024
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 25 April 2024
Dear Patient, many thanks for taking the time to provide us with your feedback. Whether positive or negative, the practice always endeavours to act on feedback as the views of our patients are vital in order for us to improve our service. As per your comments I must apologise that you feel the surgery is not running effectively. When possible, please may you contact myself via the surgery email so that we can discuss the areas that you feel are less than satisfactory. My contact details can be obtained by phoning the surgery 0113 256 3250 or requesting via email - bramley.villagesurgery@nhs.net Apologies again, Adam Bolton, Practice Manager.
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Review titled Appointment
Rated 2 stars out of 5
by - Posted on 06 December 2023
Got a text cancelling my appointment and to ring ,,, I rang to be told I had to ring at 8oclock next day when the practice cancels another appointment should be made immediately very poor patient care when it's not the fault of the patient you shouldn't have to go back in a queue to re book especially if you need urgent medication
Visited December 2023
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 11 December 2023
Dear Patient, thank you for taking the time to provide us with feedback. All comments, whether positive or negative are taken on board by the practice team as we always endeavour to provide a positive and effective service. When possible, please may you contact the practice so this issue can be investigated as soon as possible. Contact details can be obtained by phoning the surgery or requesting via email - bramley.villagesurgery@nhs.net Apologies again, Adam Bolton, Practice Manager.
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Review titled Not impressed
Rated 1 star out of 5
by Anonymous - Posted on 07 July 2023
I have been a paitent at Bramley Health and welbeing centre all my life ( was previously highfield medical centre). I have a long term condition and take daily medication. For the last year I have had so many issues with repeat presciptions not being sent the pharmacy. This has promted me to have to contact the surgery and dwell in the long wait times waiting for my call to be taken. I have been given incorrect information ( your prescrition has been sent, the doctor will sort within the hr ect) today i have had to ring the surgery 3 times and my presciption is still not sorted, i am currently on a transplant list and it is essential i get my medication to remain as healthy as possible in case i get a call to go on for my kidney transplant. I feel upset that the surgery seem to be playing at being doctors rather than helping the paitents effectivly. It needs to be addressed as the service is really poor, the reception staff are not great. I am under a great amount of stress because of this which on my condition is not good.
Visited July 2023
Review titled Bramley Village Health & Wellbeing Ctr
Replied on 10 July 2023
Dear patient, A am sorry to learn that you have experienced difficulty obtaining your repeat medication. I would like to have the opportunity to investigate this matter and so would be grateful if you could provide us your details using the online form on our website at bramleyvillage.co.uk (contact page). Please let us know that this is in response to your NHS Comments. You can also write to us at our normal address. Once I have these details, I will look into this matter so that we can understand what has happened and how it might be prevented in the future. Thank you for taking the time to raise this matter with us. I look forward to hearing from you. Practice Manager