The Downend Health Group
Christchurch Family Medical Centre, North Street, Downend, Bristol, Avon, BS16 5SGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Waste of time
Rated 2 stars out of 5
by Anonymous - Posted on 26 February 2024
First of all I contacted the surgery about a infection in my vaginal. Had swabs done etc. Now have to wait until 5th March to have a phone call. Still suffering. Today I contacted the surgery again as I have severe sinus pain. Someone from Well pharmacy rang me and said I have to suffer for 10 days to have antibiotics. Totally unacceptable and a complete waste of time.
Visited February 2024
Review titled The Downend Health Group
Replied on 27 February 2024
Thank you for taking the time to share your concerns , we are sorry that you are experiencing difficulties accessing our service. It is very difficult to investigate and assess your concerns as your feedback is anonymous, we would therefore request that you contact the surgery either by telephone, our website `contact us` page or by eConsult should you still require clinical assistance.
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 17 January 2024
I saw the Nurse Practitioner today who was very professional and kind . I was listened to and my concerns addressed. I was diagnosed , medication sent to pharmacy and the nurse gave lots of reassurance and advice . I was extremely grateful for all her help and time . Once again pleased with the service provided . Thank you very much. I appreciate they are all very busy but still have time to show how much they care about their patients.
Visited January 2024
Review titled The Downend Health Group
Replied on 18 January 2024
Thank you for taking the time to provide your feedback, we are pleased that you are satisfied with the service you have experienced.
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Review titled Poor service again
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2024
My 90yr old mum was asked to go for a blood test for sugar level. She was asked to go due to an audit at the surgery! Nurse said we would get the result by text a week later. 2 weeks later...nothing..so I called in at surgery...receptionist very reluctant to give me mums Hba1c level...said she couldn't because not medically trained..surely you don't need to be to give a result..no explanation as to why I hadn't received text as promised. Finally got the result which was pre diabectic with no further advice/information. Felt like mum had just fulfilled their audit. Have to do everything for mum at gp now as at 90 unable to use computer/email/text/mobile phone... Previous visit to surgery couldn't get a gp appointment for mum...advised to go to yate walk in centre where they were unable to help mum and phoned willow surgery to say mum needed an urgent gp appointment that day...they were annoyed at the amount of inappropriate referrals to walk in centres from gp surgeries. Recent visits to willow and Christchurch have made me feel let down and frustrated ...receptionists are so unhelpful. Did note yesterday 2 people in the waiting room...14 consulting rooms...an elderly lady complaining she had been waiting ther 40 mins for appointment.
Visited January 2024
Review titled The Downend Health Group
Replied on 19 February 2024
We are sorry to hear that you are unhappy with the service your mother has experienced. Downend Health Group takes any form of dissatisfaction very seriously , therefore we would like the opportunity to look further into the concerns you have raised, unfortunately, however , your review is anonymous. Should you wish your concerns to be investigated , please contact the Practice via our website `contact us` page.
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Review titled Rubbish service
Rated 1 star out of 5
by Annoyed.com - Posted on 02 January 2024
This practice works for the convenience of itself rather than providing an effective service for its patients. The e-consult system they have introduced keeps patients at arm’s length. It means one is unable to select a Dr or day and time of your choice to see someone. It is luck of the draw if when an e-consult has been completed that the designated GP actually reads the medical records properly when speaking to you or you are just dealt with in a cursory manner. Trying to obtain medication when an acute problem occurs is totally inadequate. One might need a repeat acute medication urgently because the symptoms have unexpectedly re-appeared but the receptionist, when one asks for help re this matter, tells you to complete a form on their website which takes three days to sort, so it leaves the patient suffering those acute symptoms because it doesn’t fit their routine. The e-consult was closed at 3pm on the day the request for medication was requested and would open at 7:30 the following morning. Don’t worry surgery, I will just crawl on all fours whilst you sort the 3 day prescription wait. I would hate to disturb you. It has actually meant using 111 which is totally inappropriate but when the surgery can’t or won’t help you, what does one do!
Visited January 2024
Review titled The Downend Health Group
Replied on 23 January 2024
Dear Patient, Thank you for your feedback, we are sorry that your use of the eConsult system has proved difficult. The system has been designed by NHS GPs to enhance patient access, improve practice efficiency and provide practices with the information required to enable us to support our patients effectively. The information obtained through eConsult allows us to triage our patients needs and wants, and enables us to better allocate our clinical time and resources. The questions and flags eConsult assigns to a patient means a risk assessment can be made quickly and with confidence. Unfortunately, this does take the patient a little more time to complete, but provides us with a clear understanding of our patients symptoms, as well as their concerns and expectations. It also enables us to book patients into the most appropriate appointment, within a suitable timescale with the correct health care professional. Introduction of the use of eConsults for clinical appointments has introduced equitable access for all our patients. Prior to it's implementation, if you were able to queue at our front doors in readiness for our 7.30am opening, or lucky enough to get through via telephone at 8am, you were likely to be provided with an appointment for that day. Often many of those patients did not need an urgent on the day appointment, a routine appointment would have been suitable. By receiving requests via eConsults we have the opportunity to prioritise those patients in urgent need of our help and support. We hope you feel assured by this explanation and that your next experience in using this service proves to be a positive one.
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Review titled Mixed feelings
Rated 3 stars out of 5
by Anonymous - Posted on 28 December 2023
The staff here are amazing and I can not fault them. However, getting to see anyone is a nightmare. I saw a nurse recently and mentioned another issue I had; she asked why I hadn't sought help sooner so I explained it was because getting help is so difficult. It seems hit or miss as to whether you will get to speak to a Dr or HCA when using econsult and if you do get lucky, you still have to wait weeks for an appointment.
Visited December 2023
Review titled The Downend Health Group
Replied on 23 January 2024
Dear Patient, Thank you for taking the time to provide feedback regarding the service you have received from the DHG Team , please be assured the staff will be notified of your kind words. We are sorry that your use of the eConsult system has proved difficult and frustrating. The system has been designed by NHS GPs to enhance patient access, improve practice efficiency and provide practices with the information required to enable us to support our patients effectively. The information obtained through eConsult allows us to triage our patients needs and wants, and enables us to better allocate our clinical time and resources. The questions and flags eConsult assigns to a patient means a risk assessment can be made quickly and with confidence. This does take the patient a little more time to complete, but provides us with a clear understanding of our patients symptoms, as well as their concerns and expectations. It also enables us to book patients into the most appropriate appointment, within a suitable timescale with the correct health care professional. The use of eConsults for clinical appointments has introduced equitable access for all our patients. Prior to it's implementation, if you were able to queue at our front doors in readiness for our 7.30am opening, or were able to make contact via telephone at 8am, you were likely to be provided with an appointment for that day. Often many of those patients did not need an urgent on the day appointment, a routine appointment would have been suitable. By receiving requests via eConsult we have the opportunity to prioritise those patients in urgent need of our help and support. We trust we have clarified your concerns and that your next experience in using this service proves to be a positive one. If, however, you do experience any further difficulties, please contact a member of our Patient Assistant Team who will be happy to assist you.
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Review titled Shocking appointment system
Rated 1 star out of 5
by Beatriz - Posted on 09 November 2023
The doctors at this practice are great, but we cannot get a proper appointment with them. The new booking system (via Econsult only) is absolutely rubbish - it seems nobody cares or listens to our concerns. It was already very difficult to get an appointment with this practice before the new system was implemented. Now it is basically impossible. I do not recommend this practice and am seriously considering in changing GPs.
Visited November 2023
Review titled The Downend Health Group
Replied on 13 November 2023
We are sorry to hear that you are experiencing difficulties with our appointment system. In order to address your concerns , please contact the Practice directly and we will assist you to navigate the newly introduced system.
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Review titled Great staff, extremely poor booking service
Rated 3 stars out of 5
by Ian - Posted on 11 July 2024
This practice has gone to e-consult, and does not cater to my needs at all. I have to go through a system at 08:00 online, listing name etc, and symptoms. This is extremely repetitive and could be a lot shorter. Once I have entered my details and submitted my request, I may then be either contacted by a pharmacist, or given a time for a doctors callback, or (be still my beating heart) an actual f2f appointment. Now you may be thinking "So what's the problem? It's what I have to do", but here's my issue, I work nights. This means I'm usually in bed by 08:00, the appt could be at any time of the day, disrupting my sleep, which I need as I'm old, diabetic, and operate mhe (Cant capitalise as system wont allow). When I used to ring in, I may have had to dial 100+ times, but at least I could set an appointment at a time of my convenience, and hopefully with a specific doctor. An example of a typical day was, 08:00 fill in e-consult 10:48 call back from pharmacist, advised to make appt with Dr 13:26 see above 18:00 son to training 21:00 work Sleep total around 4 hours. This system does not work for me at all, and does not take into account my needs as a night worker. The staff are fantastic and deserve 5 🌟 , but the e-consult system gets -5 🌟
Visited November 2023
The Downend Health Group has not yet replied.
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Review titled Unpleasant and very rude receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 03 November 2023
Rang the surgery today at 4.00pm. The receptionist was very unhelpful and really rather rude to me. No pleasantries at all. She was factual but very aggressive in her manner and short with me. I have been with this surgery for over 30 years and have never been spoken to like this. I ended up so upset - my problem was not addressed and I am short of my medications which are very important to me and my welfare. I am considering moving after this very poor experience and will certainly not recommend The Willow Surgery to anyone from now on. Very poor - if this was a business this would reflect badly on it. Please even if reception cannot help at least they could be kind and polite.
Visited November 2023
Review titled The Downend Health Group
Replied on 07 November 2023
We are sorry to hear of your experience, please be assured that at Downend Health Group we take any form of dissatisfaction very seriously and would like the opportunity to address your concerns. Should you wish to discuss this further , please could you email the Practice via our website and the Patient Experience Lead will contact you to discuss.
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Review titled Good service
Rated 5 stars out of 5
by Mary - Posted on 14 October 2023
Just been for my flu jab and it was brilliantly ran.Was in and out in under 5 minutes,Staff very pleasant.
Visited October 2023
Review titled The Downend Health Group
Replied on 26 October 2023
We appreciate your positive feedback leading on from attending the Practice for your flu vaccination, the relevant staff have been advised of your comments.
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Review titled Excellent practice
Rated 5 stars out of 5
by Lindsay - Posted on 06 November 2023
I attended the surgery last week for an ECG and bloods. I was seen as soon as I registered i was there so didn't have to wait. The HCA who saw me was very kind and caring and put me at my ease in the appointment. She listened to my health concerns and reassuringly explained the procedures and what would happen next with the results. The HCA did the ECG and took blood very professionally and i left feeling very happy that my health concerns were being addressed.
Visited October 2023
Review titled The Downend Health Group
Replied on 07 November 2023
Thank you for taking the time to provide feedback on your recent experience whilst attending an appointment at the Practice, it is very much appreciated.