Orchard Medical Centre
MacDonald Walk, Kingswood, Bristol, BS15 8NJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Squash &Squeeze!
Rated 3 stars out of 5
by Anonymous - Posted on 16 October 2024
How disorganised was the Covid/flu jabs on Monday!! First signposted to “check in at reception” then told no, go around to back door! We had to then queue in the cold and rain! Some elderly and disabled people too! Once inside a tiny corridor where the admin lady could not find my details! The young admin man on laptop and admin lady were very respectful but obviously stressed. At one point given a raffle ticket, then people going before others! People squashing past to go out again. Your large surgery premises and waiting room should allow for people to wait indoors not out in the cold! Not many people were in the waiting room anyway.
Visited October 2024
Review titled Orchard Medical Centre
Replied on 11 November 2024
Dear Anonymous We are sorry you had a negative experience within one of our flu/covid clinics. Looking at the date you posted it appears you came to one of our busiest clinics at the start of the current campaign. We are happy to report the majority of the issues raised within your feedback was picked up by our staff on the day and quickly rectified within hours of the challenges being raised, for example, the queuing had stopped within 1 hour of the start of the clinic because we put another vaccinator on duty to support the team. We thank you for your feedback and will continue to learn from all feedback received. Many thanks Emma Mills
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Review titled Grate doctors
Rated 5 stars out of 5
by Christopher john randall - Posted on 31 October 2024
I just want to say thanks to everyone at this doctors how suportive you guys have been to me how thoughtful and caring the receptionist are to me and all my doctors thats looked atfer me with my cancer and my hard times in life thank you from my heart
Visited October 2024
Review titled Orchard Medical Centre
Replied on 01 November 2024
Dear Christopher, Many thanks for taking the time to submit a review for our practice, which we are very grateful. As you will be aware the NHS is under significant pressure which is felt across the whole system. We struggle the same as everyone else in practice, so its always uplifting to receive positive feedback from our patients on the great service we have provided, and which you deserve. The NHS is still a wonderful service at the point of care and I hope it remains to be so. I will share your lovely review at our daily team huddle, which will be much appreciated by the whole team. I do hope your health circumstance and hard times improve, as we continue to offer you the support and care you and our patients deserve. Our clinical and non clinical teams all do a fantastic job and I for one are very proud to be part of the team. Thank you once again for taking the time to leave a review. Yours sincerely Debbie Penney Business Manager
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Review titled Understanding practise all staff
Rated 5 stars out of 5
by Viv hregson - Posted on 13 July 2024
Every time I visit who I see treat me with patience and respect . All staff are helpful and try to fit my needs and generally they do.
Visited July 2024
Review titled Orchard Medical Centre
Replied on 08 October 2024
Dear Viv, Thank you so much for your review it means so much to us. I'm so pleased you receive consistent good service from the team. I will share this with the team in our daily Team Huddle. Many thanks again for making the time to report your experience. Many thanks Debbie Business Manager
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Review titled Very disappointed
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2024
Have been going to this doctors surgery since I was a child, and it has never been amazing but it has reached the point that it is unacceptable. Recently put in an online request for an appointment as I personally struggle to make phone calls and can not be on hold for 30 mins at 8 o'clock in the morning due to work. After waiting 2 days to be informed as to whether I received an appointment, I finally received a message to say that "they were currently waiting for new appointments and that I should call on Monday". The online feature has been put in place to help people like me who do struggle with phone calls, and I think that it should be utilised properly so that we can have access to doctors appointments. It took them 2 days to tell me to "call on Monday" where I know for a fact that I will be left on hold for ages, join a que of everyone else who has been told to "phone back on Monday" as that is their default message and then made to tell a receptionist about why I want to see a doctor. At this point I am thinking of giving up and not even seeing a doctor about the issue as it is too much stress and anxiety to put myself through to even get the appointment, let alone actually go and talk to someone. This has been a major disappointment and I am very annoyed at the fact that they have put the systems in place that they clearly can not facilitate.
Visited April 2024
Review titled Orchard Medical Centre
Replied on 28 June 2024
Dear Anonymous, firstly please accept my apologies for the delay in responding to you. I had thought I had completed my reply, but have since discovered the page timed out and I hadn't checked back on the website to see if it was saved. I accept this is not an excuse and I am sorry for the delay. I would like to thank you for raising your concerns, so we have an opportunity to feedback. In the future we do have a complaints lead at the Practice who is always happy to speak with patients and deal with their concerns. We also have a complaints form on the website. To answer your concerns. We recently updated our website, the request an appointment page was incorrect. The appointment request page should have clearly stated this was for NON urgent appointment requests ONLY and a reply will be received within two working days. I'm sorry this was not correct at the time of your submission, and you expected a quicker response time. All urgent appointment requests are dealt with over the phone. As a practice, we decided not to adopt a full online triage appointment system, which means you can still ring up and speak with a receptionist to ensure your call is navigated to the most appropriate clinician. We have recently installed a system called Sentiers, which support consistent navigation of calls. We have recently updated our telephone system, which has a call back facility, so you no longer need to hang on in a queue. If you chose this option the new phone system calls you back, at no cost to yourself, in the exact place had you physically hung on the line. Lots of our patients have commented on this change as positive and this will help those patients who work or are busy. I'm sure you’re aware, demand has increased across the whole of the NHS system and that is no different for us in practice. Our list size has significantly increased in the last year, and we are constantly looking at our resources and internal systems for ways we can improve so we maintain high quality services to our patients. It does take time to embed new systems and I'm sorry that sometimes it doesn't always work as well as it could. We do not, as a rule, upload any more than 4 weeks of appointments available at a time, as we note our ( did not attends) DNA's increase and I'm sure you would agree this would be a waste of precious appointments if we had more than 4 weeks available. I would need the dates to investigate if we had any unplanned absences, which may have delayed uploading the appointments. I do understand your frustrations and I would be very happy to discuss any concerns with you in person. We always welcome feedback from our patients and very grateful for you raising your concerns, so we can put measures in place . Please don’t stop coming to the surgery and let us know if we can support you further. Many thanks Debbie Business Manager
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Review titled A GP Surgery that goes above and beyond
Rated 5 stars out of 5
by Mrs A Wilshire - Posted on 20 November 2023
I can honestly say i have never experienced a surgery like this from the reception staff, nurses and doctors the level of consistency is obvious to see. I have several health conditions which with the support from my GP surgery are managed but recently have been struggling with my mental anxiety and depression. My doctor not only picked up on this but went above and beyond and has helped signpost support which if im really honest has meant the difference between dark and light for me and i feel very safe and supported, by bridging the link between GP surgery and social prescribing has meant the gap that has remained for so long is finally reduced meaning they can both work in harmony not just prescribing the right medication but providing support for mental health and wellbeing it also helps to reduce medication prescribing by addressing mental health gives patients the missing link that can help improve individuals overall health long term. Thank you so very much to the practice team from the reception staff the nurses and doctors you really make the difference. ; )
Visited October 2023
Review titled Orchard Medical Centre
Replied on 21 November 2023
Dear Mrs Wilshire, thank you so much for taking the time to provide your feedback. We always appreciate hearing how everyone at the practice is making a positive difference to our patients health and Wellbeing. It makes all the hard work worthwhile. We recognise that this isn't always the case, but our teams constantly strive to offer the best service for our patients. It's great to hear how joined up system working is making a difference to you. Thank you again for such lovely feedback. We will share this in our daily team huddle, which always lifts the teams spirit. Kindest Regards Debbie - Business Manager
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Review titled Reception staff feedback
Rated 5 stars out of 5
by Deb Crew - Posted on 09 July 2023
I contacted the practice yesterday regarding the Vertigo symptoms my husband who was suffering. I spoke to the receptionist , and just wanted to give some feedback regarding her conversation with me. She was so kind and understanding, I didn’t feel rushed at all, and she gave really good advice. She let me know that if things were no better I could contact the surgery later and the details of our conversation would be noted. We felt reassured and during the day his symptoms did gradually improve. At such a busy time for GP practices , it’s really great to be able to give such positive feedback. I’d be grateful if you could pass this on to your reception team with who we have always had a positive experience. With Kind Regards
Visited June 2023
Review titled Orchard Medical Centre
Replied on 21 November 2023
Dear Deb, Thank you so much for taking the time to give us your feedback after you contact with the practice in July. So sorry its taken me so long to respond to you. I'm pleased to hear how well you were navigated and treated when you called and I will happily pass this back to the team to hear you lovely feedback. Like all surgeries we are very busy and we feel that every patient deserves the best service possible when they contact us. Many thanks again. Debbie - Business Manager
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Review titled excellent service
Rated 5 stars out of 5
by Carole Ann Lucas - Posted on 07 March 2023
took mum who has dementia for a blood test. , nurse also looked at leg, found something needing treatment. Treatment done there and then. Amazing my surgery would have you waiting weeks. Rang receception next day for further appointment lady was so nice and accommodating arranged one although fully booked. Mum is 93 and very weak but i was amazed at the respect and help she received from you all. Thank you so much it is much appreciated especially in these difficult times.
Visited March 2023
Review titled Orchard Medical Centre
Replied on 14 April 2023
Dear Carole, Thank you so much for taking the time to record the excellent service your Mum received at the practice. We are working in challenging times, that's for sure. As a practice we put so much effort into training our health navigators and they do an amazing job under really challenging circumstances as demand continues to increase. Its so important to treat everyone with respect and dignity they deserve. I will share your comment with the whole practice and I have no doubt it will be very welcome. Many thanks again Debbie Business Manager
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Review titled Good GP care
Rated 4 stars out of 5
by Steven Fletcher - Posted on 13 April 2023
Really Good GP care. However, the usual issue of gaining access to your GP when needed, is always a concern. I don’t know how the NHS can improve on this due to the ever increasing demands on our services. Obviously need more investment into training GP and health professionals. Nevertheless, keep the good work up.
Visited February 2023
Review titled Orchard Medical Centre
Replied on 14 April 2023
Dear Steven, Thank you so much for taking the time to review our services. We feel your frustration regarding access and are looking at different ways to improve this. We have most recently adjusted the capacity with urgent on the day appointments and routine appointments to improve patient continuity and access. We are committed to ensure our staff are trained to a high level in navigation to direct patients to the most appropriate clinician. All our staff are amazing, both clinical and non clinical, despite the ever increasing patient demand they continue to be positive and offer an excellent service to our patients. Its certainly not easy in General Practice. Many thanks again for your comment. Debbie Business Manager
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Review titled Brilliant Surgery
Rated 5 stars out of 5
by Anonymous - Posted on 19 April 2023
I cannot fault Orchard Medical Practice, the staff are all so lovely and friendly and nothing feels like it's an inconvenience. The reception staff are always helpful. I chose this surgery because of their online system and its been great for making appointments and sending medication requests in. It's been so easy to do and then you don't spend ages on the phone. I'm very satisfied with my choice.
Visited February 2023
Review titled Orchard Medical Centre
Replied on 21 November 2023
Dear Patient Many thanks for choosing us, its great that you have joined us. Thank you so much for taking the time to give your feedback and I will share at our Staff Huddle. Our integrated website has been a huge benefit for us and patients being able to access the practice 24/7. We are changing our telephone system in Jan 24, which will make further improvements. We constantly look at ways to improve access to the practice, so patients don't have to wait too long on the phone and when getting through are navigated appropriately. Many thanks again and I hope you will like the new phone system, along with all our changes. Many thanks Debbie - Business Manager
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Review titled Superb and efficient practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 January 2023
The support whether from the Reception, Administration team, Nurses and Doctors is always superb, I feel valued and above all my welfare is taken so very seriously. Even during these challenging times I have always received excellent support in a professional and efficient manner. I'm so grateful that we have such a wonderful Doctors Surgery in Kingswood.
Visited January 2023
Review titled Orchard Medical Centre
Replied on 27 January 2023
Dear Patient, Thank you so much for taking the time in sharing your experience here at the Practice. We are indeed in challenging times and any positivity we receive goes a long way in lifting staff morale. I will share your comment in our daily staff Huddle. It's so easy to complain when things are tough and we accept we aren't perfect, but all our teams at the Practice work so incredibly hard to provide the very best service for our patients. It's lovely to know we are appreciated. Thank you so much. Debbie Business Manager