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 Great online service
Rated 4 stars out of 5
by Helen - Posted on 23 September 2022
Twice this week I have contacted the meds management team via your auto email message service and I have received an excellent service, very helpful and friendly and really efficient way of contacting the team. Georgia was extremely helpful and informative- thank you
Visited September 2022
Review titled The Downend Health Group
Replied on 26 September 2022
Many thanks for taking the time to provide feedback following your recent interactions with the Medicine Management Team, it is reassuring to hear that our email system has worked for you. Please be assured your comments will be fed back to the Medicine Management Team.
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Review titled Absolute Disgrace
Rated 1 star out of 5
by Andrew Bright - Posted on 23 September 2022
My 83 years old mother has spend two hours a day, everyday this week attempting to book an appointment to see a doctor, she has never had anything more than an engaged tone. When will something be done about this surgery? I have friends and colleagues who are registered with other local surgeries and never have this problem and don't have to wait for weeks to see a doctor. I have been with this surgery for 50 years (since birth) and will now sadly be looking to go elsewhere. Why can you not book an appointment online in this day and age, you are letting your patients down and don't seem to care or have any interest in changing your antiquated system that clearly doesn't work.
Visited September 2022
Review titled The Downend Health Group
Replied on 06 October 2022
Thank you for taking the time to share your feedback, we are sorry to hear of the problems you have experienced. Please note we will endeavour to trace yours and your mother`s details and contact you to discuss your concerns.
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Review titled No appointment
Rated 1 star out of 5
by Heather Chilcott - Posted on 28 September 2022
An appointment was put on the NHS website for me for today. I had no idea it was there and it was only luck that I saw it. I could not get through to anyone in the surgery, they do not take email messages. So I walked all the way from my home to the surgery, getting breathless and with a bad back with several stops along the way to be told that its a phone appointment. OK I thought, and have stayed in waiting and waiting for the phone appointment to happen....nothing happened, I wasted a whole day waiting for this non existent phone call. Christchurch and its partner the Willows are at the bottom of my list for people who do not consider their patients. It is not the first time this has happened. There is never an apology. If the tables were turned and I didn't turn up. They would be up in arms about people who do not turn up for appointments yet it appears to be OK for doctors to let patients down.
Visited September 2022
Review titled The Downend Health Group
Replied on 06 October 2022
Thank you for taking the time to share your concerns. We understand that you have now spoken to the Patient Experience Lead regarding this incident and trust you are happy with our response.
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Review titled Sustainability focus
Rated 4 stars out of 5
by Anonymous - Posted on 11 August 2022
In my regular visit to the asthma clinic, I was so impressed with the practitioner's suggestions with regards to switching my usual aerosol inhaler to a more sustainable one. I was so impressed to see how at a personal level and this particular practitioner is/was able to make a difference to me, and to simultaneously also tackle climate change. Not everyone is going to switch but the practice's embedding of sustainable options is brilliant, and today the practitioner assisting me and explaining how we need to support that environment that allows me/us to breathe everyday, has made such a big difference to me. Well done!
Visited August 2022
Review titled The Downend Health Group
Replied on 16 August 2022
Thank you for providing such positive feedback, it is much appreciated. Please be assured your comments will be shared with the DHG team.
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Review titled 5* Service
Rated 5 stars out of 5
by Grateful Sue - Posted on 11 August 2022
I would like to acknowledge the excellent service provided by the Willow Surgery. In my experience Reception staff are always smiling and go out of their way to be helpful. My dealings with medical staff have been equally efficient and supportive. Keep up the good work Willow staff I am really grateful! Many thanks.
Visited August 2022
Review titled The Downend Health Group
Replied on 16 August 2022
Thank you for your feedback. It is encouraging to hear of your positive experience and the praise for the DHG team. Please be assured that your feedback has been shared with the team.
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Review titled Rude and do not listen & where are feedback links on website
Rated 1 star out of 5
by LS. - Posted on 31 August 2022
Very unpleasant and frustrating 'conversation' with an internal admin person. Did not listen, was patronising and kept repeating irrelevant information. Unable and unwilling to solve a very simple problem. Took up far too much of my time. Website gives no feedback links and no longer refers to a Patient Experience Lead to contact, why not? This culture of defensiveness must come from the top?
Visited July 2022
Review titled The Downend Health Group
Replied on 05 September 2022
We are sorry to learn of your recent experience when contacting the Practice, please be assured that Downend Health Group takes any form of dissatisfaction very seriously. Please be assured that we receive many enquiries and queries daily via our website `contact us ` page , we are sorry for the difficulties you experienced when trying to locate this facility on this occasion. Our website is currently being redesigned, please be assured that once this is complete, it will be much easier for patients to navigate themselves. We would like the opportunity to investigate your remaining concern, however as your feedback is anonymous we are unable to contact you. We would therefore be grateful if you would try and email once again via our website `contact us` page and the Patient Experience Lead will contact you to discuss and investigate.
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Review titled Awful
Rated 1 star out of 5
by Paula - Posted on 14 July 2022
Downend health group offer an appalling service to book appointments. Firstly you can’t ever get through on the phone, so another option is to pop in. Receptionist this morning was extremely rude. Depending on symptoms you are lucky to get an emergency appointment but if it’s not and I didn’t want to take up an emergency appointment you can’t book in advance with them. You can go online but then get given any day and just an am or pm call. Which for my child that works it means both of us taking the day off work. The appointment system is now shocking and not good enough. Receptionist are rude. Conveniently over their web page you can’t seem to email any complaints. It says they want your views on their service but then no options to how to do it. On the contact system for them to email you back it won’t let you go any further because it won’t recognise any email address. Conveniently for them also. When we moved here 18 years ago it was a good practice but has gone rapidly down hill. Wouldn’t recommend to anyone.
Visited July 2022
Review titled The Downend Health Group
Replied on 05 September 2022
We apologise for difficulties you have experienced, please be assured that we receive many enquires and queries daily via our website, we are sorry you had difficulty in locating the feedback and contact page. Our website is currently under review and is being redesigned therefore it will be much easier for patients to navigate themselves. In the meantime , should you wish to discuss your concerns in more depth , please go to the `contact us` page on the website , providing your full details and our Patient Experience Lead will contact you. Kind Regards Downend Health Group
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Review titled Excellent care and kindness
Rated 5 stars out of 5
by Carolyn D - Posted on 25 July 2022
I had recent experience of a telephone consultation and a face to face visit. Although it can be tricky to get through I managed and was offered an appointment very quickly. The care and kindness shown to me when I was feeling awful was just brilliant and made such a difference. All the staff from the receptionist to the GPs and nurse taking blood were very professional and very helpful. I am very grateful.
Visited July 2022
Review titled The Downend Health Group
Replied on 28 July 2022
Thank you for providing your feedback , it is much appreciated. Please be assured your comments will be distributed amongst the Downend Health Group team.