Bridge Road Surgery
1A Bridge Road, Oulton Broad, Lowestoft, Suffolk, NR32 3LJContact details and opening times
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Reviews
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Review titled Frustrating
Rated 4 stars out of 5
by Deborah Dennis - Posted on 17 December 2024
Appointment this morning for blood test re: pre-diabetes checks. I was asked in the text received confirming the appointment to do my blood pressure and BMI on attending. I arrived 27 minutes early but was called within 3 minutes due to a cancellation. Very efficient. Blood taken by a nurse. I asked whether she would be taking my blood pressure and BMI as this has been done by the nurse on my previous pre-diabetes checks. Was informed I could do this myself on the machine in the waiting room. Attempted to do my own blood pressure and although I am not medically trained I could see that the readings were not right. I then tried to do my BMI. The measuring bar on the height machine appeared to be broken. I reported this to the reception and then one of the receptionists offered to come over and take a look. At this stage I mentioned I thought the blood pressure readings did not seem right either. The receptionist agreed the height machine was not right and she suggested I do my blood pressure whilst she was there with me. She was concerned about the readings. She spoke to a nurse and I was then offered another appointment for 5.20pm today for a nurse to take my blood pressure. I just feel that had the nurse who took my blood also taken my blood pressure and weight/height at the same time as taking my blood, this could all have been done very quickly. Instead I felt stressed and it also wasted the time of a receptionist who spent probably about 10-15 minutes with me trying to take my blood pressure and BMI. Also it is inconvenient having to go back to have my blood pressure taken later today. What could have taken 10 minutes thereby resulted in at least 20 minutes of my time and also the receptionist's time who could have been dealing with something more important. I would like to add that the receptionist was extremely helpful. I just feel that this appointment could have been managed a lot better.
Visited December 2024
Review titled Bridge Road Surgery
Replied on 07 January 2025
Dear Mrs Dennis, Thank you for taking the time to leave a review. I agree your experience was frustrating. Unfortunately there was an issue the day you came in to use the 'POD' and in fact we had been unaware of this until after you had tried to use it. Although a poor experience for you it did enable us to get the issue resolved that day. The clinician that you did see to take your bloods was a highly trained and experienced phlebotomist, but it is not within her job role or has had the training to be able to take blood pressures. Neither is there appropriate equipment in the phlebotomy room to be able to weigh or measure you. As the 'POD' did give abnormal readings it was important we had you checked, but due to existing appointments could not just do it there and then. Hence the request to return. I do therefore apologise. I agree it was a poor experience for you. We will discuss as a practice to see what we night do better in similar circumstances in the future. Best wishes. Clive Sillitoe Practice Manager
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Review titled Awful with mental health
Rated 2 stars out of 5
by Marina Lucey - Posted on 06 December 2024
The surgery are very dismissive of patients with mental health problems when they are asking for help and just brush them off with no appointments not even trying to book even a routine appointment. They also are rude on the phone when asking for medical supplies that they insisted be taken off of prescription and have to be ordered through the reception. They only supply a small amount meaning continual calls and even then requests for the supplies requested can take up to 2 weeks
Visited December 2024
Review titled Bridge Road Surgery
Replied on 09 December 2024
Dear Ms Lucey, Thank you for your review. Although I will not normally comment in too much detail in a public forum, I have tried to search your records and it would appear you have not been a patient or been seen at Bridge Road Surgery for several years. It would appear that you have left the review for the incorrect organisation. If you have done so, please would you kindly request the review to be removed. Should you feel you are still a patient, please contact me directly by email clive.sillitoe@nhs.net, stating your full name. DOB and address and the last clinician you saw at the surgery and when. Best wishes. Clive Sillitoe Practice Manager
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Review titled Love my surgery and staff
Rated 5 stars out of 5
by Heather Ayers - Posted on 03 December 2024
To thank the lovely nurse who did my ECG today 3/12/2024 I’ve had many a good experience at Bridge Road surgery, the receptionists are very helpful and polite
Visited December 2024
Review titled Bridge Road Surgery
Replied on 04 December 2024
Dear Heather, Thank you so much for taking the time to let us know how pleased you are with the care you have received from my staff. I shall be pleased to pass your comments on to my staff, they will also be grateful that you have taken the time to write. Best wishes. Clive Sillitoe Practice Manager
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Review titled Brilliant Experience
Rated 5 stars out of 5
by Amy - Posted on 04 November 2024
Since changing from my previous GP surgery from a bad experience on recommendation from my family member, the service I have received has been amazing. I phoned last week to get an appointment and the appointments were full, however one of the receptionists called me back and got me a same day emergency appointment going above and beyond. I am extremely grateful for that. Today I had a blood test and the nurse I saw was so so kind, understanding of my phobia and caring in her nature. Didn’t make me feel embarrassed and to be honest I couldn’t actually feel a thing- thank you! I don’t often leave reviews but I feel the need to do so as this GP surgery has truly made a big difference, not only to me but also to my family also. Thank you so much, keep up the brilliant work :)
Visited November 2024
Review titled Bridge Road Surgery
Replied on 04 November 2024
Dear Amy, Thank you for taking the time to leave your feedback. I am very pleased you have received a good service and good level of care. I shall be sure to pass your comments on to my staff. Thank you again for your kind comments. Best wishes. Clive Sillitoe Practice Manager
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Review titled Fast efficient response and appointment
Rated 5 stars out of 5
by Martin - Posted on 14 November 2024
I attended the surgery at 8.00am requesting an appointment to see a Doctor, I was offered an appointment for 11.15am the same day. I saw the Doctor, was diagnosed and given a medication prescription and by 11.45am I had my tablets and began the treatment. When needed the service is superb. Thank you for your fast and efficient help.
Visited November 2024
Review titled Bridge Road Surgery
Replied on 16 November 2024
Dear Martin, Thank you for taking the time to leave such nice feedback. I am pleased that we were able to offer you fast and efficient care. I shall be sure to pass your thanks on to all staff. Best wishes. Clive Sillitoe. Practice Manager
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Review titled Amazing Support
Rated 5 stars out of 5
by Maddie - Posted on 15 September 2024
Recently diagnosed with type 2 Diabetes & the support I have received from the Diabetic Nurse has been amazing. During my appointments I feel listened to, respected & that I matter. I can see how extremely busy the Nurse is but I never feel rushed! I just wanted to say a massive thank you to this particular Nurse, as I believe my type 2 journey could have been a lot different without them
Visited September 2024
Review titled Bridge Road Surgery
Replied on 17 September 2024
Dear Maddie, Thank you for your very positive feedback, it is much appreciated. I am glad you have received such good care and will be sure to pass your thanks to my staff. Thank you for taking the time to feedback. Best wishes. Clive Sillitoe Practice Manager.
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Review titled Terrible service.
Rated 1 star out of 5
by Anonymous - Posted on 06 August 2024
Called up dead on 8am to try and get a face to face doctors appointment. I was number 7 in the call queue. Finally got to speak to someone after 20 minutes to get told that all the face to face appointments had gone for that day and that I would have to call back the next day or a doctor could call to do a “telephone consultation”. Seems there is not enough appointments going at this surgery and it’s gotten worse over the years!
Visited August 2024
Review titled Bridge Road Surgery
Replied on 07 August 2024
Dear patient, Thank you for your feedback. I apologise that you feel we do not have sufficient appointments. We in fact offer many hundreds of various types of appointments daily, but there are still only a finite number and they will be filled, often very fast depending on capacity and demand. All of my GPS have considerably more appointment availability than the BMA recommends that they should have. If we cannot match the patients request, we do offer alternatives. I am pleased to see that we did offer you a telephone appointment with a GP as the face to face had been taken. If a GP needs to see you after such a consultation then the GP will arrange for you to come in. Generally this will be the same day. However, it appears you declined this alternative. Since you are anonymous I cannot check. You may also find the online services a better way of contacting us in future. This avoids the 8am telephone rush and you will often be sent a link to book your own appointment in a short space of time. Thank you for taking the time to leave your feedback. Best wishes. Clive Sillitoe Practice manager
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Review titled Prescription fiasco
Rated 2 stars out of 5
by Julie - Posted on 20 August 2024
My husband has to use catheters and this month has been the most stressful experience of all I have to ring the catheter supplier once a month usually the 1st they then coordinate with this surgery for the prescription it's all supposed to be seamless so on the 15th catheter supplier ring me to tell me they've not had the prescription they sent an emergency pack that is rapidly running out they've still not got the prescription from bridge road surgery do his kidneys have to fail before anything gets done I'm totally underwhelmed by the service please no insincere apologies get it sorted
Visited August 2024
Review titled Bridge Road Surgery
Replied on 30 August 2024
Dear Julie, Thank you for your feedback. I am sorry that you have experienced issues with the supply of catheters. As you are aware these are generally managed by the companies directly, and as you have correctly stated we issue and send them prescriptions. It does appear that somewhere the process has not worked for you this month, but I regret as I do not have the patients details I am unable to investigate these issues for you. If you experience problems it is probably better for you to contact the surgery directly via our website bridgeroadsurgery.nhs.uk as you will normally have a response the same day. I am equally unable to ascertain if you are still experiencing issues. If you are please email for my attention to nwicb.bridgeroadsurgery@nhs.net and I will arrange for the issue to be investigated. Please do not use this forum with personal details. Best wishes. Clive Sillitoe Practice Manager
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Review titled no medication available
Rated 2 stars out of 5
by Brian Leftwich - Posted on 22 August 2024
need 600mg quetiapine per day but the pharmacy runs out of items and then i need a new prescription for 25mg tablet and wait another 10 days, order 5th Aug declined due to leaving a note on systemonline, then 7 days later ordered noted the message the ordered my normal tablets, checked on the system again and declined due to not having 100mg tablets told by system to order 25mg on 21 aug and now have to wait another 10 days fro pharmacy to issue them but the last lot I got from pharmacy was Only 20 days worth, My life is now in a turmoil due to the fact that I have cut down the medication Because i have none left to last the next week or so and now will be even less to take due to the failures of the doctors and pharmacy perhaps they should talk to each other
Visited August 2024
Review titled Bridge Road Surgery
Replied on 30 August 2024
Dear Mr Leftwich, Thank you for leaving your feedback. I am sorry you have had some issues with your medication. I have had a look on your records and can see that your prescriptions had been ordered in time and that messages had been sent to you. Regretably there is a national issue with the medication being out of stock, this is not an issue the practice has any control over, and I can see that you were advised to contact the pharmacy as alternatives had been issued. It would also appear there was an outstanding order for you, which you were again advised to contact the pharmacy as they are a different organisation to us and we have no control over their actions. I am pleased to see that my pharmacy team had tried to help you by advising the action you needed to take. Thank you for taking the time to leave your feedback. It is always appreciated. Best wishes. Clive Sillitoe Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Jbs - Posted on 19 July 2024
Ring up at 8am every day for 2weeks call answered by 10 past all appointments gone it's disgusting...constant excuses like drs sick or whatever it's an absolute joke people getting on the day appointments for things that can wait then people who genuinely need to see a dr can't or we have to wait 2 weeks no wonder patients are wearing thin!!!!
Visited July 2024
Review titled Bridge Road Surgery
Replied on 06 August 2024
Dear Patient, Thank you for your feedback. I am sorry that you feel you have received a poor service. I appreciate that it can be frustrating to wait for the telephone to be answered at 8am and also that appointments can often be taken very quickly. All of my GPs complete many more than the BMA recommended amount of 25 appointments per day, but we along with most other GP surgeries in the country have an ever increasing demand that cannot always be met on the day. It is correct that some patients with appointments could have used alternative avenues of care. This could be self help, online advice, pharmacies or other healthcare professionals. However, despite advice we may give to a patient we are still contractually bound to try and accommodate their wishes. If patients have an urgent same day need and tell the receptionist that this is the case, they will be triaged by a duty GP and will be seen on the day if the duty GP considers it necessary. You do not state if you have used our online services. Many patients find this much easier, will often have a very quick response back and will often be given a link to book their own appointment. It would also seem unusual for someone to try for 10 days and not be successful in receiving an appointment. As you have chosen to be anonymous I cannot check any details, I cannot check if you used our online services or the telephone calls. I note your statement about using excuses. I regret that is simply not correct. We will always be honest with you, even accepting that you may not wish to hear what we have to say. If we are full due to capacity, we will tell you. If we are full because of reduced capacity due to clinicians being ill, we will also tell you that. We inform patients in the hope that they will be understanding that my staff too can be ill, and as inconvenient as it might be for everyone, it will inevitably impact on the service we might provide. Thank you for taking the time to give your feedback. We review all feedback in practice meetings to see if there are any learning points that will help us improve the service that we give. Should you wish me to investigate anything in more detail you may email for my attention to nwicb.bridgeroadsurgery@nhs.net Best wishes. Clive Sillitoe Practice Manager