Priory Surgery
326 Wells Road, Knowle, Bristol, Avon, BS4 2QJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Rude Staff
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
Staff answering the phone are super miserable and speak to service user's with an annoying tone as if the procedures were so clear that asking questions means you are of course dumb. Extremely rude. Also every time I call they hung up without a proper professional manner. Customer Service is Extremely poor!!
Visited March 2023
Review titled Priory Surgery
Replied on 30 March 2023
Dear Patient Thank you for your feedback. I am sorry you feel you were not spoken to in an appropriate manner. If you are able to email the practice at bnssg.priory.surgery@nhs.net with further details of the date and time of your call then I would be happy to investigate this further for you. Kind regards Cara Fynn Practice Manager
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Review titled Never any improvement
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2023
Like the previous anonymous reviewer, I was asked to return to a GP 'in a month'. Despite hours trying, by phone and in person (have yet to succeed in ever accessing online booking), I failed for the 2nd time to secure an appointment in the required time frame. The systems at this practice are in need of life support.
Visited February 2023
Review titled Priory Surgery
Replied on 08 February 2023
Dear Patient I am sorry that you have encountered difficulty getting a follow up appointment with your doctor. However, I can confirm that our online booking system is switched on and would urge you to try that route again today. Whilst we are not in need of life support, we are currently under significant pressure. There are a number of reasons behind this, some of which are beyond the practice’s control and are national issues. Demand for GP services is huge at the moment. Having looked at our figures for a comparable period just prior to Covid, demand for GP appointments has tripled, even though our patient list and therefore basic income, hasn’t. We have recruited an additional doctor in response to all of this but the demand is still significant. We have therefore worked to make efficiencies elsewhere to free up the funds for another doctor, who we will go out to recruit for this week. In the meantime, we have looked to take on locum doctors and advanced clinical practitioners in other fields and have done so, but again the demand for locums across the locality outstrips the supply. This is why getting a non-urgent appointment can currently take a little bit of time – we have to and do prioritise urgent, on the day, care and we meet this demand day in day out. You have not left your name but I would welcome the opportunity to talk to you further about this. If you feel that would help please do contact me on bnssg.priory.surgery@nhs.net. We also have a very active Patient Participation Group who work constructively with us to address current challenges, and you would, if you are interested, be welcome to join that. Kind regards Cara Fynn Practice Manager
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Review titled Unable to get through!
Rated 2 stars out of 5
by Anonymous - Posted on 16 February 2023
The process to get in touch with this surgery is terrible if your case is not extremely urgent. Phone at this time, phone at this other time... the phone is always engaged. One time I got through and I was referred to contact them in a week's time from a specific time which is when the appointments are released. If you lose this specific window of time, then you are back again in the loop. Frustrating for those not needing urgent medical attention but some attention nevertheless.
Visited February 2023
Review titled Priory Surgery
Replied on 17 February 2023
Dear patient Thank you for your feedback. I am sorry that you have encountered some delays when booking a non-urgent appointment with the Practice. We are under significant pressure at the moment, for reasons I have outlined in detail on this reviews page, but I can assure you that all of our clinicians and back office staff are working extremely hard to manage current demand. I would urge you to try accessing appointments online as well as by telephone. We are required to make a certain percentage of our appointments bookable online and these often do not go as quickly as the telephone slots. We continually strive to find the best way of managing our booking system in less than ideal circumstances and do have a very active patient participation group, which you would be welcome to join if you would like to help find solutions/offer constructive input. Something we currently have under development is new patient navigation software, funded by our local commissioning body, which we believe will help streamline our booking system. We will be in touch with our patients once this is due to go live with further details. Kind Regards Cara Fynn Practice Manager