Bridge View Medical
Southville Surgery, 67 Coronation Road, Southville, Bristol, Avon, BS3 1ASContact details and opening times
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Reviews
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Review titled Completely unfocused on the patient
Rated 1 star out of 5
by Anonymous - Posted on 12 January 2024
I have tried for over a year to get an appointment with no success. When I only wanted a repeat prescription they arrange an unnecessary appointment with no ability to actually speak to a human being to sort out a convenient date/time. In addition, despite repeated information on their online service the appointments are for something I have not requested. Terrible service would avoid if I could
Visited January 2024
Review titled Bridge View Medical
Replied on 16 January 2024
Dear Patient, Thank you for taking the time to leave your feedback. We are sorry to read that you are unhappy with your experience. If you would like us to investigate your situation further please E-Mail bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Fantastic Surgery
Rated 5 stars out of 5
by Liz - Posted on 27 December 2023
I found Klinik very easy to use, I was able to quickly send off the information without needing to phone. I received a text a few days later with a routine face to face appointment for the following week. Unfortunately I wasn't able to make the time so I phoned and the helpful receptionist changed the appointment so I could attend after work. GP was really kind, efficient and explanatory. The whole process was very smooth. Thank you all
Visited December 2023
Review titled Bridge View Medical
Replied on 28 December 2023
Dear Patient, Thank you for taking the time to leave us a review. Your kind words mean a lot to our team! We are so glad you had a positive experience with both KLINIK and Bridge View Medical
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Review titled Patient access
Rated 2 stars out of 5
by Anonymous - Posted on 15 November 2023
So now we have no option but to contact Bridge View online via Klinik- utterly stupid decision when great swathes of their patients have no access to online and pretty useless when the thing isn't working as it is not today. If I phone I know I will be met with unhelpful reception staff. The level patient care has sadly nosedived since the 4 surgeries amalgamated. That was a sad day for Malago surgery as, up until then it had been a brilliant Practice. Just appalling
Visited November 2023
Review titled Bridge View Medical
Replied on 15 November 2023
Dear Patient, Thank you for taking the time to leave your feedback. Whilst I empathise with your concerns, this system has been put in place to improve patient experience at our practice. The new online system is called KLINIK and has been adopted by over 200 Practices in England and that list is growing by the month. It has proved very popular with patients and staff wherever it has been introduced. We are primarily making this change to allow patients to contact the Practice and bypass any call long wait time, by simply submitting an online enquiry. Once you make a submission, you will be given an expected response time frame, the majority will be the same day. However, we acknowledge that not everyone is able to get online to use this system and we do not wish any of our patients to feel at a disadvantage. You are always welcome to phone us or come to the front desk where we can provide support and/ or submit the query on your behalf. At Bridge View Medical, we have been looking into various options to improve our phone service and manage demand. Over the summer we have expanded our self-book facility. This means that in future you would be able to book your own blood test via a link in a text message. We have also introduced a dedicated telephone hub in our Marksbury Road site this means that the majority of phone calls coming in to BVM (Bridge View Medical) will now be routed to this hub. With the support of their Leads and each other, this will enable our Care Coordinators to answer phone calls more effectively. The hope is that these changes will improve the overall Patient experience when contacting Bridge View Medical. Kind Regards Bridge View Medical
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Review titled Why offer male GPs for menopause patients
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2024
In October last year I had post menopausal bleeding. I was given an appointment with a male doctor. I felt deeply uncomfortable discussing my symptoms with him even though he was very sympathetic. When He asked to do an internal examination I burst into sobs. he was amazing and booked me an appointment with a female doctor for the same day. Fast forward to April and I have further menopause related concerns. It has taken me three attempts to book an appointment (as Bridge View has shut to all bookings - even econsults) twice for over 5 days each. Although 27 of the 33 GPs at the practice are female, I have been given appointment with a very young male locum. I am already feeling stressed at the thought of having any kind of personal examination but I am terrified to try to change the appointment because it has taken me 6 weeks to secure it.
Visited October 2023
Review titled Bridge View Medical
Replied on 20 May 2024
Dear Patient, Thank you for taking the time to leave us a review, I was sorry to read that you felt let down by your experience. If you would like us to investigate your concerns. If you would like us to investigate your concerns further please send the details to bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Very poor service for the disabled
Rated 1 star out of 5
by Pauline McKenna - Posted on 30 October 2023
I have been a patient with this practice for almost 40years and have been very happy until the amalgamation of Southfield surgery . Klinik is not comparable with being visually impaired it’s almost impossible to speak to a human being Recently following knee surgery I need my clips removed with the help of my next door neighbours daughter I managed to get an appointment only by her visiting the surgery in person and filling in a form. It was cancelled by text ( no human contact) on the day of the appointment and I was given an appointment for a week later . Clearly clinically a delay of an extra 7 days would have put my wound and the outcome of the surgery at risk. I was unable to contact anyone by phone so walked on my crutches to the surgery in person and was told by the reception staff my only option was to go to the walk-in centre which I had to do by taxi and at cost of £15 one way and another £15 to take me home. Clearly at age of 79 years this is unacceptable and poor practice. 1 am registered blind and feel that the GP practice had no regard for me as their patient. I feel I have sadly lost all trust in what was a good GP local service . Not sure where patient centred care is and worry next time I need to use the services how I access them I would welcome the opportunity to discuss this further so I can feel that the way forward your access to services for disabled patients can be improved .
Visited October 2023
Review titled Bridge View Medical
Replied on 10 November 2023
Dear Patient, Thank you for taking the time to leave us feedback, I was sorry to read that you were unhappy with our service. Please send details of your complaint to: bnssg.bvm.complaints@nhs.net, so that it can be fully investigated. Kind Regards Bridge View Medical
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Review titled Referrals
Rated 3 stars out of 5
by Anonymous - Posted on 25 July 2023
After asking my Dr on numerous occasions to chase up my referral. I'm now find myself chasing up the referral and this isn't the first time with the Dr.
Visited July 2023
Review titled Bridge View Medical
Replied on 26 July 2023
Dear Patient, Thank you for getting in touch in order to leave your feedback. We were sorry to hear that you are unhappy with your experience at Bridge View Medical. If you wish to follow this up further, please send an E-mail outlining the events that have happened and we will investigate further. bnssg.bvm.complaints@nhs.net Kind Regards Bridge View Medical
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Review titled Great service
Rated 5 stars out of 5
by ANN CAND - Posted on 03 July 2023
Excellent service - this practice went above and beyond to listen to our problem, call back despite telephone issues, email a prescription to the chemist mid-evening and arrange a further appointment in person. Very grateful as the patient was vulnerable.
Visited June 2023
Review titled Bridge View Medical
Replied on 04 July 2023
Dear Ann Cand, Thank you very much for taking the time to leave us feed back. We are really pleased to hear that you feel that the team here went above and beyond. We will make sure that your kind words are passed back to the team members involved. Kind Regards Bridge View Medical
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Review titled No Focus On The Patient.
Rated 1 star out of 5
by Anonymous - Posted on 28 May 2023
I don’t like writing negative reviews on our Doctors and Nurses - they normally do a wonderful job under challenging circumstances. But for Bridgeview, attitudes and practices are Over-the-top poor. + Extremely challenging to get through by phone. Practically impossible to book an appointment even for my sick son. And when you do get through there is zero “bedside manner”. I felt insulted and “unworthy” of being a patient here. + And when you eventually do get an appointment, I have to challenge the calibre of the Medical Professionals here - the young fella who looked over my son had little appreciation of his intestinal condition and its debilitating side affects…. and worst of all he was very hurried. He could not wait to get us out of the door. I realise we were one of the day’s last appointments but its not right that because he had to go to some important “Environmental Meeting”, he wouldn’t give my son the time & consideration his condition needed. I will not return here despite this Practice’s convenience for me, close to my home. Thank you for listening anyway.
Visited May 2023
Review titled Bridge View Medical
Replied on 31 May 2023
Hi There, Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with your experience with at Bridge View Medical We empathise with your frustration that there are often long waits to speak to one of our care coordinators on the phone. We are aware that at times, the waiting time for Patients can be longer than we would like. Whilst acknowledging that demand in GP Practices is at an all-time high, we cannot ignore that the waiting times with our phones is a problem. More importantly, we acknowledge that this problem is creating difficulties for our Patients. We certainly do not intend to create difficulties in appointment accessibility. In regard to your appointment please can you E-Mail your details and details of what happened to bnssg.bvm.complaints@nhs.net so that we can investigate further. Kind Regards Bridge View Medical
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Review titled No appointments available for urgent matter
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
Waited an hour to get through to reception to book an appointment but as they have now ruled that you can only book with your assigned GP there are no appointments available. Told to ring back in a few days. I will be going to a walk in centre or calling 111. This is incredibly poor service and a nonsensical rule which in reality means that it is only by luck that patients can see a doctor. I have an urgent need to see a GP!
Visited May 2023
Review titled Bridge View Medical
Replied on 24 May 2023
Dear Patient, Thank you for taking the time to leave us a review. We have recently improved the way we allocate and deliver our appointments at Bridge View Medical. I understand that it can be frustrating to be unable to get an appointment with your named GP the first time you call. Please follow this link to see a more detailed explanation for our new approach to continuity of care https://bridgeviewmedical.nhs.uk/appointments/continuity-of-care.php
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Review titled Impossible to get an appointment if you work
Rated 1 star out of 5
by Karen McCaffrey - Posted on 09 May 2023
Appointments need to be made by phoning or attending at 8am. I am travelling to work at this time so this is not possible. On rare occasions when I am able to ring, there are no appointments left and booking for another day is not allowed. As a result I have not had a face to face appointment at this surgery for years.
Visited May 2023
Review titled Bridge View Medical
Replied on 12 May 2023
Thank you for taking the time to leave a review We empathise with your frustration that there are often long waits to speak to one of our care coordinators on the phone. We are aware that at times, the waiting time for Patients can be longer than we would like. Whilst acknowledging that demand in GP Practices is at an all-time high, we cannot ignore that the waiting times with our phones is a problem. More importantly, we acknowledge that this problem is creating difficulties for our Patients. We certainly do not intend to create difficulties in appointment accessibility. Our eConsult service is growing in popularity as it allows Patients to book an appointment or seek advice without having to contact us through our phone lines. Due to high demand for this service our eConsult service is limited to being open 8:00 - 11:30 and 17:00 -18:30 This ensures that we have the capacity to answer eConsults within he stated response times and have the capacity to deal with the quantity of eConsults that we are receiving. Our eConsult Service can be accessed through our website, please follow this link. eConsult | Bridge View Medical We have recently changed our approach to allocating appointments to ensure continuity of care. You can now book routine appointments up to 14 days ahead with your named GP. For more information about continuity of care please follow this link to our website Continuity of Care | Bridge View Medical Kind Regards Bridge View Medical