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 Absolute disgrace of a practice
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
Hung up on after 9 mins then waited another 27 mins to be told only taking medical emergencies now for appts - surely If it’s a medical emergency then it’s a hospital requirement. Managed to get gp extra appt for 2 weeks time only because I asked for one. This practice in my opinion has gone downhill since Covid are there even doctors there anymore? Receptionist don’t listen when I told them I have been complaining about my problem For a while now she asked if this was a new problem.
Visited January 2024
Review titled Brookvale Practice
Replied on 22 January 2024
Dear Anonymous We are sorry to hear that you are unhappy with the level of service provided by the practice and that you waited for 27 minutes on the telephone. From 21st December 2023 we have been able to offer the facility of a “call back service” which gives patients the option to request a call back from the practice without remaining on the telephone. Please let me know as soon as possible if this option was not made available to you. Due to the high number of patients not attending GP appointments we have restricted the timescale for patients to pre book appointments to 2 weeks in advance. For patient safety once all the appointments have been filled, we work to an urgent list criteria please be assured this criteria does not require hospital attendance. We also offer several alternative options such as online access which allows patients to book check or cancel appointments online and patients can contact the practice via PATCHS which is an online consultation service accessible via our website for non-urgent queries that do not need an immediate response. We aim to provide a response within 2 days. Unfortunately, there are occasions when there may be a delay however, patients are informed to contact the practice if they haven’t received a response within 48 hours. We offer Enhanced Access which provides access outside our core hours on specific days from 7.30am or 18.30pm. Our receptionists can sign post patients to GP Extra and I am sorry that you were not offered this option initially. If you would like to contact me to discuss I will be able to investigate further. I can confirm that we have ten GP’s working at the practice however they do not all work full time. Kind regards Dawn Jackson Practice Manager
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Review titled Fantastic Pracice
Rated 5 stars out of 5
by Anonymous - Posted on 08 January 2024
This practice is head and shoulders over and above any other practice I have been with. They are so friendly, yet professional, nothing is too much trouble for any of them
Visited January 2024
Review titled Brookvale Practice
Replied on 18 January 2024
Thank you for taking the time to leave your review, we are delighted to receive such positive comments and I will ensure that your review is shared with our team.
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Review titled Medication reviews
Rated 3 stars out of 5
by SReid - Posted on 04 December 2023
On applying for a repeat prescription I received a text informing me that if I did not instigate a meds review my medication would be reduced, which it has, to 4 weeks supply instead of 12 weeks. It has never been my responsibility to initiate a meds review, I have always had a letter asking me to make an appointment and have bloods and urine tested. I view myself as a model patient who has never missed a meds review which is always with the practice nurse nor do I attend the surgery for an appointment unless absolutely necessary. I am confused as to why my supply of meds has been reduced. I requested an appointment immediately after receiving the text but was told none were available. The practice is creating a catch 22 situation whereby yours meds are reduced but you are unable to make an appointment for a meds review.This situation causes needless stress and is quite frankly abysmal. I have been attending meds reviews regularly for years without any problems therefore I need an explanation as to why these changes have occurred. After insisting on having an appointment with the practice nurse I finally have one on the 12 December which was no mean feat let me tell you !! This should not be the case, it’s akin to going into battle. I have more to do than chase for meds review appointments and don’t see why my meds are reduced when I attend all reviews,I feel as though I am being penalised for nothing Stephen James Reid
Visited December 2023
Review titled Brookvale Practice
Replied on 12 December 2023
Dear Mr Reid Thank you for taking the time to leave your review. I apologise that you are unhappy that your medication has been reduced. It is imperative that patients attend reviews and we send reminders either by text message, letter or telephone, informing patients that their medication supply may be reduced in the interim. I can assure you that reducing supplies is for safety reasons and not to penalise patients. I am sorry that you were unable to make an appointment when you telephoned the surgery, we do also have the facility to book appointments online which may be more convenient for you. Please contact me should you wish to discuss your comments further. Kind regards Dawn Jackson Practice Manager
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Review titled Flu clinic
Rated 5 stars out of 5
by Ian Bebbington - Posted on 09 October 2023
I would like to thank all involved with last Saturday flu clinic at Brookvale. It was a well run slick clinic also offering the latest covid jabs as well !! Meet with smiles even if they had to work on a Saturday!! Well done!!
Visited October 2023
Review titled Brookvale Practice
Replied on 17 October 2023
Dear Mr Bebbington Thank you for taking the time to leave your review. Our staff volunteered to work on Saturday to ensure that our patients received their vaccines in a timely manner with minimal disruption to the day to day running of the practice. We are delighted to receive such positive feedback and I will ensure that your review is shared with our team. Thank you again Kind regards Dawn Jackson Practice Manager
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
I have waited for a prescription for two weeks and have now ran out. The receptionist was very rude to me and spoke like a robot , repeating the same phrase again and again , through no fault of my own my prescription wasn’t down twice and the receptionist still kept saying ‘it’ll be 72 hours as it’s not an urgent medication’ , no empathy, no promise to try and get it sooner, no care basically and then very very rude
Visited August 2023
Review titled Brookvale Practice
Replied on 14 September 2023
Thank you for taking the time to leave your feedback. We pride ourselves on delivering a quality service and I am disappointed to hear that this has not been the case in this instance. Our staff are trained to be polite, respectful, and compassionate and I apologise that his was not the service that you received. We have a criteria of medications that can be included on the urgent list and I would ask that you contact me directly so that I can investigate this matter in more detail. Kind regards Dawn Jackson Practice Manager
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Review titled Amazing practice
Rated 5 stars out of 5
by Christine Melia - Posted on 15 May 2023
I have been a patient with this practice for over 40 years, I can’t make a single negative comment about the staff or the doctors, I have always been able to either get an appointment or good advice when either myself for my family have needed it. Keep up the great work, especially in these difficult times.
Visited May 2023
Review titled Brookvale Practice
Replied on 23 May 2023
Dear Ms Melia Thank you very much for taking the time to leave such a positive review. We are delighted that you and your family are happy with the service provided by our team. I will ensure that your comments are shared with our team. Thank you again for your feedback. Kind regards Dawn Jackson Practice Manager