East Trees Health Centre
100A Fishponds Road, Eastville, Bristol, BS5 6SAContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled On hold
Rated 3 stars out of 5
by Philip Andrew Beach - Posted on 27 September 2024
Had an x-ray followed by a text from my GP telling me to book an appointment following this. Attempted to book online but was told this was not an option. Went through to switchboard at the surgery and was on hold to make an appointment for 2 hours and 20 minutes. This is a totally unacceptable wait time.
Visited September 2024
Review titled East Trees Health Centre
Replied on 28 September 2024
Hi Mr Beach Thank you for your feedback. It is important that we hear from patients whether positive or negative. Our telephone system is currently sub optimal and we really want to change it but currently receive no support to buy out the contract - 5 years to go! We are in talks with our commissioners as it is vital patients are not kept on hold unnecessarily. If we had a call back facility it would help! We encourage patients to use our e-consult service via the website as we clear these daily and it is much quicker. I apologise for the inconvenience caused and appreciate how frustrating it is for everyone. Kind regards Val- practice manager
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Review titled Online services
Rated 5 stars out of 5
by Helen - Posted on 26 September 2024
In common with most patients at Easttrees I agree that the service provided by GPs, nurses and staff is excellent. However, it is so frustrating not to be able to get through on the phone to make an appointment or ask questions. It would be great if there was an alternative way to contact you for patients who are comfortable with using email or apps. I have just logged onto Patient Access for the first time hoping to arrange a time for a routine blood test and was disappointed to find that this isn't possible. I also noticed that I have an appointment with a GP tomorrow that I didn't know anything about! I didn't book it and haven't received any messages. I think it's for a medication review but it's with a GP I don't know and it isn't very convenient. I've now been on hold on the phone for 50 minutes to ask about this, and to book the blood test I originally wanted. It's such a waste of everyone's time and energy. Seems like making it possible to arrange appointments via Patient Access or the NHS app would free up the telephone service for those who need it and save a lot of time and aggravation.
Visited September 2024
Review titled East Trees Health Centre
Replied on 28 September 2024
Hi Helen I agree our telephone system is sub optimal and we are trying to change it, as we do not have a call back system. In the meantime if you use our e-consult service on our website we usually respond very quickly. I can't look into the appointment for you as I do not have your full details but I sincerely apologise that you have been inconvenienced. Kind regards Val-Practice Manager
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Review titled Wonderful, kind and efficient staff
Rated 5 stars out of 5
by Anonymous - Posted on 30 September 2024
This practice is truly brilliant. I was surprised to learn there’s a physio on site. I did an e consult and it took them less than two days to sort me out an appointment with the physiotherapist ( within the week). She was very thorough and kind throughout the appt. I left the practice and realised I hadn’t asked a question I wanted answering so did an ‘admin request’ via the website- the practice manager got back to me within ten minutes! ( late at night too). They clearly go above and beyond for their patients. Thank you very much.
Visited September 2024
East Trees Health Centre has not yet replied.
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Review titled Great prescription clerk staff
Rated 4 stars out of 5
by Gurjeet Kaur - Posted on 25 September 2024
I have been dealing with one of the prescription clerks who has gone above and beyond to assist me, ensuring my medication requests are taken care of and I have always found her extremely helpful. I emailed the surgery 25th Sept 2024 with her name and hope this is picked up so that she can be recognized for her outstanding service, feel free to email me and ask me for her name because I honestly believe her work ethos and approachable manner should be adopted by all administrative staff working in the practice. I never knew I could leave my feedback here otherwise I would have raised the one serious issue I had at the main reception desk in front of the waiting room, but will log this separately as it was within the last 12 months and should not ruin this glowing review.
Visited September 2024
Review titled East Trees Health Centre
Replied on 28 September 2024
Thank you Gurjeet I will make sure the member of staff receives this feedback and it is always great to hear such positive reviews. If you let me know about the other issue I will certainly look into it. Please email bnssg.easttreeshealthcentre@nhs.net with the details. I welcome feedback as it may be that we can use it as learning to improve our services. Kind regards Val-Practice Manager
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Review titled Online form for contraception commencement
Rated 4 stars out of 5
by Victoria George - Posted on 19 August 2024
Hi . Just to inform the bit were you put in date of birth does not allow a type in date . Very very difficult to swap all the way back to 1985 per month . Please look into and sort out . Apart from that , great . Many thanks .
Visited August 2024
Review titled East Trees Health Centre
Replied on 19 August 2024
Hi Victoria Thank you for this useful feedback. I will certainly look into this as it is not very helpful to have to waste time like that. Hopefully it can be rectified. Kind regards Val- practice manager
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Review titled Sack the lot
Rated 1 star out of 5
by Joe - Posted on 09 August 2024
In view of replacing with skin antibiotics pills prescriber's. You go to eye a&e, beautiful foyer reception, antibiotics issued within hours, results within hours, cured within days. Replace old staff with skin condition sensitive staff, not fob you off, pathetic staff who manage to say dermatology or diabetes!
Visited August 2024
Review titled East Trees Health Centre
Replied on 12 August 2024
Good Morning Joe I am rather confused by your review as I can't clarify what the issue is? Please contact me via bnssg.easttreeshealthcentre@nhs.net with your details and how I can help and I will be happy to discuss this with you. Kind regards Val Practice Manager
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Review titled Quick and painless
Rated 5 stars out of 5
by Rosie - Posted on 03 August 2024
I was dreading having the IUD. However, process with Dr and the nurse was so positive. They immediately put me at ease and the actual insertion took about 5 minutes. I was honestly shocked it was over so quickly. They were kind and friendly and made me feel relaxed too. Thank you! I would note, that this doctor was particularly quick with smear tests, so I had waited to get this procedure done with her. I appreciate names can’t be mentioned, but if you’re nervous, it’s worth asking reception which doctors they recommend.
Visited August 2024
Review titled East Trees Health Centre
Replied on 12 August 2024
Hi Rosie Thank you for this positive response. It may put others at ease when considering this procedure. I will pass your feedback to the team who saw you. Kind regards Val- Practice Manager
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Review titled Receptionist on the “other inquiries” desk
Rated 5 stars out of 5
by Ylani Evans - Posted on 22 July 2024
I have autism and was very overwhelmed when I got to the surgery. While waiting in the “appointments only” desk my appointment time past. This made me anxious and overwhelmed. The person on the “other inquires” desk helped me check in. My name was called and we didn’t hear properly so she went up and checked, came down and to me to let me know. She didn’t know I had autism but she went above and beyond anyway. She was really kind and patient (I was stuttering).
Visited July 2024
Review titled East Trees Health Centre
Replied on 23 July 2024
Dear Ylani Thank you for your kind words. Our team prides itself on helping patients in all kinds of situations and I will pass this on to the staff. Kind regards Val- practice manager
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Review titled Never answer the phone
Rated 3 stars out of 5
by Anonymous - Posted on 21 June 2024
I've been on hold to speak to a receptionist for half an hour now, and for 20 minutes of that time I've been number 1 in the call queue. Clearly the receptionists just aren't answering the phone. I'm not in Bristol right now and need to speak to someone on the phone as it's Friday afternoon and I won't be able to see anyone for 2 days. How is this acceptable? The doctors and nurses are all amazing, but the rest of the surgery is let down by this.
Visited June 2024
Review titled East Trees Health Centre
Replied on 21 June 2024
Dear patient I am sorry to hear of your frustration. The receptionists are answering the phones but sadly we have staff off sick and on leave which impacts on response times. Our e-consult service on the website is a good way of contacting us if not urgent. Please let us know if you still need to be seen or need help via this system. It may not be possible to be seen at short notice on a Friday but our team can triage and offer solutions. Over a weekend, you can contact 111 for further advice. Assuring you we do our best at all times. Kind regards Val- Practice Manager
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Review titled horrendous service
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2024
I called at 4 pm to book an appointment, it was the soonest I was availible. I went from 18 in call que to 1 at 17:45, it is now 18:25 and website says they shut at 18:30. I followed guidance from NHS website regarding symptoms where you guided me to see my GP. Have they just stopped taking calls, this is ridiculous please look into your internal process
Visited May 2024
Review titled East Trees Health Centre
Replied on 30 May 2024
Dear patient, Thank you for taking the time to feedback your experience. I am sorry that you had to wait 45 minutes in a queue and I appreciate your frustration, but this week has been particularly difficult for us due to staff sickness and a bank holiday. I believe there were only 2 members of staff available at that time which is not at all usual. I hope that you have now been offered an appointment but in future, if time is limited, please use our e-consult service as we do monitor these on a daily basis and aim to respond within 24 hours. Kind Regards Val Practice Manager