Brookvale Practice
Hallwood Health Centre, Hospital Way, Runcorn, Cheshire, WA7 2UTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Really disappointing
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2024
Really disappointing since everything has moved to online. I work full time and can’t have my phone available for call backs and when the form isn’t working online you’re expected to discuss personal details on the problem with a receptionist before you’ll even be considered for an appointment, of which I might miss the phone call for and have to start the whole process again.
Visited December 2024
Review titled Brookvale Practice
Replied on 16 December 2024
Dear Anonymous I am sorry to hear that you found our Total Triage system disappointing on this occasion. One of the advantages of the system is that patients can complete a request without the need of telephoning the practice. Once the form is completed if required patients are sent a self-booking link or contacted by a member of our reception team to book an appointment at a time that is convenient for them, which reduces the inconvenience of waiting for a call back. I am unsure why the form wasn't working for you and would ask that you contact me with further information to enable me to investigate. We continually monitor both our appointment system and feedback received. Please be assured that your feedback will be passed onto the relevant team. Kind regards Dawn Jackson Practice Manager
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Review titled Disappointed
Rated 4 stars out of 5
by Charlie - Posted on 08 October 2024
We have been in this practice for over 40 years never really had any problems but as we’re getting older with everything you have to do online getting appointments finding it very hard , my wife has not been very well after having surgery and had all kinds of bloods done but never get any results back would be nice to just hear something back even a txt to say all fine some of your receptionist can be quite rude the way they speak to you trying to get appointments when you say don’t understand how to do online, my wife got a txt to say prescription at chemist for her so went chemist to pick up told nothing been sent so walked over surgery told no nothing been sent but will ask for it and takes 2 days please sort this system out for older people
Visited October 2024
Review titled Brookvale Practice
Replied on 08 October 2024
Dear Charlie Thank you for taking the time to leave your review. I am very sorry to hear that you are disappointed with the level of service provided by the practice and that you are finding it difficult to get an appointment. The previous appointment system was not sustainable due to high volumes of failed encounters, high number of patient complaints due to lack of appointment availability, appointments being booked with a GP or clinician that could have been dealt with by another provider such as Community Pharmacy, and disappointing National Patient Survey result. The aim of our new system is to allocate appointments by digitally triaging the right patient, to the right person at the right time to reduce waste across the system, reduce pressures and improve access. Once the online request has been triaged by a clinician patients are contacted by the reception team or sent a link to book an appointment at a time that is convenient, or alternatively signposted to an appropriate service. Our staff are available to assist all patients who are experiencing difficulty, in completing the form online and we also have a paper version of the form for patients unable to access online or do not wish the receptionist to complete on their behalf. I apologise sincerely if this was not explained to you. Feedback to date regarding the new system has been very positive however we continually monitor our appointment system to ensure that we are providing the best possible service to our patients. We have nearly 9000 patients registered at the practice and following investigations such as blood tests we only have resources to contact patients requiring further action or follow up. Our staff are trained to be professional, courteous, and empathetic; I am sincerely sorry if you found this was not the case on this occasion. I would ask that you contact me to discuss your concerns to enable me to investigate your concerns further. My working days are Monday - Thursday 9.00-6.00pm. Kind regards Dawn Jackson Practice Manager
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Review titled Disgusting how our elderly are being treated
Rated 1 star out of 5
by Rhona Bentley - Posted on 17 October 2024
My mum is 80yrs old. She doesn't do online like other elderly people. She has been calling for a appointment, nearly every day for the past few months, put getting nowhere. She sat in A&E for 23hrs, because she couldn't get appointment. I am sure they can jave a different system fir the elderly, also many people onto use on line. What are the doctors doing. Many people csnt see a doctor anymore. Maybe that's why A&E are at bursting point.
Visited October 2024
Review titled Brookvale Practice
Replied on 24 October 2024
Dear Rhona I am sorry to hear that your mum has experienced difficulty in obtaining an appointment. Our staff are able to complete the online form for patients that are unable to do so. Can you please ask her to contact me to discuss further. Kind regards Dawn Jackson Practice Manager
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Review titled Worst practice ever
Rated 1 star out of 5
by Winnie - Posted on 27 September 2024
Battle to get an appointment and when you do they are very unhelpful and unfriendly. The website to make an appointment is very difficult as they do not answer the phone when you call to try make an appointment or very rudely tell you to make the appointment online. Not a practice I would recommend.
Visited September 2024
Review titled Brookvale Practice
Replied on 30 September 2024
Dear Winne Thank you for your feedback. I am sorry that you state you found it difficult to access an appointment. Can I ask you to contact me to provide me with more details in order for me to investigate further. The previous appointment system was not sustainable with high numbers of failed encounters, high numbers of patient complaints due to lack of appointment availability, appointments being booked with a GP or clinician that could have been dealt with by another provider such as Community Pharmacy, and a disappointing National Patient Survey result. As a practice we had no alternative but to try an alternative system to address these issues to ensure that we are providing the best possible service to our patient population. The aim of our new system is to allocate appointments by digitally triaging the right patient, to the right person at the right time to reduce waste across the system, reduce pressures and improve access. Once the online request has been triaged by a clinician patients are contacted by the reception team or sent a link to book an appointment at a time that is convenient, or alternatively signposted to an appropriate service. Our staff are available to assist all patients who are experiencing difficulty, in completing the form online and we also have a paper version of the form for patients unable to access online or do not wish the receptionist to complete on their behalf. I apologise if this was not explained to you, as requested if you are able to provide me with more details I can listen to the call to identify whether there are any training gaps. Feedback to date has been extremely positive and we welcome all comments both positive and negative as we continually monitor our appointment system. I hope this has now addressed the concerns raised and we would ask if you are experiencing difficulty please contact the practice to discuss how we can assist you. Kind regards Dawn Jackson Practice Manager
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Review titled Worst practice i have seen.
Rated 1 star out of 5
by Islam Ahmed - Posted on 20 November 2024
They are very slow for registering new patient normally it take 4 weeks but with them 7 weeks , also they dont answering phone call always said we have problem in the system . When you going in person however you fill form and tell them iam ill but they dont give you an appointment and they dont call you back , shame!
Visited August 2024
Review titled Brookvale Practice
Replied on 20 November 2024
Dear Mr Ahmed Thank you for taking the time to leave your review. I am sorry that you are unhappy with the level of service provided by the practice. I can see that your review states that you visited the practice in August, I'm not sure why it has only been published in November. Please let me know if you are still experiencing problems. In July we implemented a new total triage appointment system. Unfortunately, as with all new systems problems can occur. Please be assured our staff endeavour to provide the best possible service to our patients. We are now five months into the new system and feedback to date has been positive. I apologise that there was a delay in your registration process and would ask that you contact me to discuss further. Thank you for taking the time to leave your review. Kind regards Dawn Jackson Practice Manager
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Review titled New online triage service
Rated 5 stars out of 5
by Hazel Smith - Posted on 12 July 2024
I used this service this morning and was really impressed. So much easier than trying to get an appointment at 0800. Will definitely use again if I need to.
Visited July 2024
Review titled Brookvale Practice
Replied on 15 July 2024
Dear Ms Smith Thank you for taking the time to leave your review. As a practice we are continually working hard and looking at ways to improve patient access to appointments. The aim of our new system is to allocate appointments by digitally triaging the right patient, to the right person at the right time. This would reduce waste across the system, reduce pressures and improve access . We are delighted to receive such positive feedback. Thank you again for taking the time to leave your review. Kind regards Dawn Jackson Practice Manager
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 20 August 2024
Incredibly difficult to get an appointment. Reception and practice manager advise to use PATCHs but that’s generally closed by 12pm due to reaching capacity. When I did attend with my daughter the GP we saw was entirely uninterested and unhelpful. She had such an abysmal manner my daughter is uncomfortable going back. The nurses who have been there a long time are brilliant, they’re essentially holding up a failing service. There is no holistic approach from the GPs, they will only discuss the one problem even if it has problems linked to another. Total triage is not patient led, it’s unhelpful and potentially misses important cases.
Visited June 2024
Review titled Brookvale Practice
Replied on 20 August 2024
Dear Anonymous Thank you for taking the time to leave your review. I am sorry that you are finding it difficult to get an appointment. I'm unsure why you were advised by Reception and myself to use PATCHS as this isn't a system that we use. We use Accurx Triage, the aim of the system is to allocate appointments by digitally triaging the right patient, to the right person at the right time to reduce wasted appointments, reduce pressures and improve access. Feedback received to date has been very positive . Please be assured that we continually monitor our appointment system. I note that you did access an appointment . I apologise that you were unhappy with the manner of the GP. We allocate 15 minute appointments, however on occasions it may not be possible for GP's to discuss several issues during the 15 minute consultation. In such cases we ask that patients request a double appointment. Can I ask that you contact me to discuss your concerns to enable me to investigate further? My working days are Monday - Thursday 9.00am - 6.00pm. Kind regards Dawn Jackson Practice Manager
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Review titled Brilliant surgery
Rated 5 stars out of 5
by Jack McLoughlin - Posted on 20 March 2024
Seen my GP on 20/03/2024 they facilitate in every way they can and support me through my hardest times always go above and beyond to care for me. Extremely grateful
Visited March 2024
Review titled Brookvale Practice
Replied on 20 March 2024
Dear Mr McLoughlin Thank you for taking the time to leave your review. We are delighted to receive such positive feedback. I will ensure that your comments are shared with our team. Thank you again for taking the time to leave your review. Kind regards Dawn Jackson Practice Manager
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Review titled Great Practice & Team
Rated 5 stars out of 5
by Louise Ray - Posted on 01 March 2024
Registered with practice last year, recently had to visit them twice in 2 days .Made to feel welcome at practice.Doctor , GP assistant and receptionists been very helpful and informative.Very efficiently arranged me follow up X-rays and blood tests.Kept informed of appointments via messages and phone calls.Can’t fault them.Very impressed with whole service.Thank you to all.
Visited February 2024
Review titled Brookvale Practice
Replied on 04 March 2024
Dear Ms Ray Thank you for taking the time to leave such a positive review of our practice team. I will ensure that your comments are shared with the team. Kind regards Dawn Jackson Practice Manager
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Review titled This practice had to be forced to see my son
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2024
Rang at 8 in the morning got through and was not asked d.o.b or any details I told them my son wasn't well and his illness had changed in the last 24 hours they said emergency only ring 111 they were quite rude then rang 111 who were lovely and tried to help by contacting Brookvale to say my son needed to be seen there today Brookvale practice said they had nothing then another 111 nurse send them a letter over and only then did I get a blunt phone call saying to bring him in but I'll have to just wait as there was no time frame I said thankyou as my son needed to be seen when we arrived the practice was empty apart from a poorly little kid. Sore the doctor after around 40 min which is good to be fair however she said she didn't want to give my son antibiotics and that he should go to triage for X-ray as his ribs were sore from coughing took my son 8 hours wait and low and behold my son needed antibiotics for a chest infection and inflamed ribs. I thought a and e was for emergencies not the doctors surgery I can never get an appointment at this surgery unless it's an emergency I myself have a lot of medical needs that need addressing but can't get a routine appointment anymore. My son needed an appointment but was fobbed off to 111 then fobbed off to the hospital for something that could have been dealt with in a 10 min appointment the ane doctor said that all he needed was antibiotics from the doctors and this is why ane is so overwhelmed terrible service on this occasion really is On that note I would say my previous experience with the practice on getting an appointment for my child has been good however it seems when your turn 16 you can't be seen unless it's an emergency id like to know what we are meant to do ane tells us don't come unless emergency but the doctor tells us they only have emergency appointments what about normal illnesses that people have like a chest infection what are we supposed to do
Visited February 2024
Review titled Brookvale Practice
Replied on 08 February 2024
Dear Anonymous I am sorry to hear that you are unhappy with the level of service provided by the practice on this occasion. If you would like to contact me to discuss your concerns I will be able to investigate further. My working days are Monday- Thursday. Kind regards Dawn Jackson Practice Manager