Bridgeway Practice
1 Bridgeway Centre, The Meadows, Nottingham, Nottinghamshire, NG2 2JGContact details and opening times
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Reviews
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Review titled words of gratitude
Rated 3 stars out of 5
by Tetiana R. - Posted on 19 October 2024
Many thanks to one of the Bridgeway Practice receptionist,whose shift was yesterday.I do appreciate your help ,explaining the options of doing the X-ray for my son. Owing to your patience and professional competence lots of your collegues were protected from my calls and queries!Many,thanks !Just know it you are the best!
Visited October 2024
Bridgeway Practice has not yet replied.
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Review titled Bad experiance
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2024
I'm writing to share my experience regarding a recent prescription for calcium following my thyroid surgery. While there were some communication hiccups that caused a delay, I'd like to suggest some improvements that could benefit future patients. Upon discharge from the hospital, a nurse specialist from QMC Hospital contacted your practice twice and sent a letter requesting a prescription for calcium due to my low levels. Unfortunately, there seemed to be some confusion on my end as to whether the request was received. It would be helpful if there could be a more streamlined process for confirming receipt of such communications from hospitals. Perhaps an automated notification system or a designated staff member responsible for handling these requests could ensure smoother follow-through. Additionally, there was a delay in receiving the signed prescription from the doctor. Considering the importance of this medication for my condition, a more efficient system for prioritizing such urgent requests would be appreciated. Overall, I believe clear communication and streamlined procedures can significantly improve the patient experience. I trust that you'll consider my suggestions and implement any changes that might benefit future patients. Thank you for your time and attention to this matter. Sincerely, Patient
Visited May 2024
Review titled Bridgeway Practice
Replied on 17 October 2024
Dear Patient Thank you for providing feedback via NHS Choices. As a surgery we appreciate feedback of any type as we are always looking for ways to improve patient experience with us. Even though you have posted anonymously, I remember this case. I was involved in the various discussions with the hospital & also trying to rectify the delay. We are only able to prescribe medication requested by a hospital if we have the consultant’s advice in writing. This provides us with the dose, frequency, clinical grounds & any other crucial information we, as your GP surgery, need to know. Even though a nurse specialist did ring a few times to discuss the medication, we did request each time that we need the consultants letter explaining the exact details we need to prescribe. We realise that, as a patient, this is not what you want to hear, but I'm sure you will appreciate that when any medical instructions are being sent by any external service, that your GP ensures we are fully aware of everything. We have a duty of care to all our patients to ensure we are working safely. Our working times from receipt of any document, to process & GP input is 5 working days. We do however adjust that to incorporate any urgent requests or information. I appreciate your suggestions on making a more streamline process. We are bound by NHS medical systems, which receive all documents, and whilst this is dealt with every day, the document download does initiate first thing every morning. This is then processed and sent to the GP for action. We can receive upwards of 180 documents per day, unfortunately the medical system cannot differentiate between urgent & non urgent. Every document has to be read & highlighted before being sent to a GP. The GP then, between their morning & afternoon clinics, will action each & every letter that has been sent to them. We do have a designated staff member each day working these documents from start to finish. Any documents which are received later through the day, are dealt with the following working day. However, when we are notified that there has been an urgent request sent that day, we deal with it immediately. I do apologise there was a delay, this was not our intention. When an urgent document has been identified, if the GP is already in their clinic we have to wait for a convenient time to disturb them to issue an urgent medication. I do believe that we gave clear communication to you throughout this issue. I appreciate & understand that it was not the outcome you wanted, but we have to follow protocols. I hope that I have been able to address your concerns & suggestions. Again, thank you for taking the time to leave your review. These reviews are invaluable to ensuring we are providing the best care possible to our patients. Even though we cannot take on board your suggestions due to the constraints of the medical system & the working day, I do thank you for them. Sara Atkinson Practice Manager
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Review titled Consistently terrible, avoid at all costs.
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
An awful experience. The administrative staff are obstructive to the point of hostility, the appointments system is actively hostile (in person appointments can only be booked on the day by calling in one of two extremely narrow windows, it is impossible to plan ahead if you need any kind of physical examination). The doctors are dismissive and patronising. I have been repeatedly lied to, refused treatment, refused referrals, berated, talked down to, dismissed and mistreated. I have never been able to recieve the care I need straighforwardly, always having to fight through multiple appointments and extended clashes with the administrative staff to get anything. I am currently compiling a complaint against the practice through a patient advocacy group and preparing to move to a new GP. I cannot in good concience recommend anybody register with or attend this surgery.
Visited August 2023
Review titled Bridgeway Practice
Replied on 28 December 2023
Dear Patient Thank you for providing feedback via NHS Choices. As a surgery we appreciate feedback of any type, as we are always looking for ways to improve our patients experience with us. I apologise for the awful experience you had with us. Unfortunately as you have posted anonymously, I am unable to look into your allegations. If you would like to discuss this direct with me, I am more than happy to speak to you. Please call the surgery and ask for myself, Sara Atkinson & we can make a convenient appointment. We changed our appointment booking system in line with the new NHS guidelines in August 2023 and no longer offer morning & afternoon appointments separately. All our appointments open during our opening hours of 8.00am - 6.30pm. Patients can either come into the surgery at 8am or telephone us to make an appointment for that day for a GP. We do not feel that our appointment system is actively hostile, as this is the preferred method by the majority of our patients & is used by the majority of GP surgeries around Nottingham. In the past we have offered 3 day & 5 day in advance GP appointments - however we ceased offering these due to patients asking for same day appointments & for the high volume of patients who simply did not turn up for their appointments when booked in advance. This costs the NHS millions of pounds each and every year. We have received positive feedback from patients about the same day appointment system. However, we do understand that this will not fit in with everyone's lifestyle & does not suit everyone. We actively keep looking at new ways to offer appointments - We now offer 2 weeks in advance on-line appointments, a mixture of telephone and face to face appointments, and very soon will be offering video consultations. Regarding your comments about our Doctors. Without knowing the details of your interactions, I am somewhat tied in my responses. However you have made some serious allegations & whilst I always like to be able to deal with complaints direct with the patient, you have chosen to voice your concerns elsewhere, therefore I do recommend you take your complaint to: Patient Experience Team Nottingham and Nottinghamshire ICB Civic Centre Arnot Hill Park Nottingham Road Arnold Nottingham NG5 6LU Tel: 0115 8839570 Email: nnicb-nn.patientexperience@nhs.net We do not like to lose patients from our list, but it is every patients right to be able to register with a local surgery of their choice. I would still like to be able to discuss your accusations with you and would still urge you to contact me on 0115 9861128, even if you just would like to know what is happening with your referral. I hope that I have been able to explain slightly about our appointments and referral systems, but if you would like to speak to me please do ring me. Sara Atkinson - Practice Manager