The Old School Surgery
Doctors Surgery, Manor Road, Fishponds, Bristol, Avon, BS16 2JDContact details and opening times
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Reviews
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Review titled Uncaring Navigators
Rated 2 stars out of 5
by Anonymous - Posted on 15 October 2024
Klinik may serve many people a day as with the repeated response to all, however, the 600 character limit for each section, and the constant re-entry required for ongoing conditions is highly frustrating There is no way to contact anyone easily to ask a simple question "Care Navigators" dismiss any phone call and point you to Klinik, even after repeated requests on that system that are ignored or do not reply in the clarity required for your patient. It seems the only section that is read is the final “what do you expect box” which again is 600 characters so you cannot always detail what is required, in this day and age there is no need for an arbitrarily small limit. On one recent occasion after an appointment with a doctor, they failed to issue the prescription discussed, to get this issued I followed the process and added a Klinik stating I was out after the next 2 doses (prescribed as 4 doses a day), this was ignored all day, with no response so I had to call up at 4, after waiting in a phone queue for 35 minutes the "Care Navigator" told me I should have put a klinik in for this even though I already had told them I had done this, they described this response as unhelpful, however, they said they would issue this “on this occasion” and that in the future I should submit a klinik (even though I did), this shows how unfit for purpose Klinik can be, as even if you follow the guidelines it still doesn’t result in what you need. When you do get a response to a question after a klinik it is often a one-liner, and then there is no way to ask for further information without adding a further Klinik or a link to book an appointment, which has no appointments on for weeks and leaves you to constantly refresh and retry over and over again. When you finally get the appointment the member of staff has then not read up on it. There needs to be some way to actually speak to someone who is not dismissive of every question and supports the people you care for. The Klinik system takes all care of the process and does not treat the patient as a human, instead, you are simply a request, this leads to a lack of empathy and support, echoed 10 fold by the care navigators, as they are then empowered to just ignore requests. If you call the surgery it says you can “stay on the line and our care navigators will submit the Klinik for you” I was recently told that this was not the case and that the message is “wrong” This must be even more frustrating for the older generation who are not tech-savvy. It is a shame this whole service is ruined by the lack of care from the care navigators as well as the poor klinik system. Some empathy training would go a long way to make the care navigators realise that on the other end of the phone, there is often someone who is in pain, or struggling mentally with their health. Otherwise, in the vast majority of cases, the caller wouldn't have just sat on hold for 30 minutes.
Visited October 2024
The Old School Surgery has not yet replied.
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Review titled Sends for surgery then no wound dressing appointments
Rated 1 star out of 5
by Anonymous - Posted on 18 September 2024
The Klinik system (only method of contact) is unreal in it's ineffectiveness except as a glorified answering machine. It gives patients the expectation of service, but with none of the service delivery. You won't be contacted anytime soon unless effectively a 111 emergency, despite them sending NHS messages asking you to contact them urgently, despite them sending you for surgery the weekend before, despite needing daily wound repacking and dressing for multiple weeks. If you get to see a nurse/GP then they are lovely people and genuinely helpful / as accommodating as they can be. Do Not leave if in an appointment until your nurse/GP has booked your future appointments (you won't get them when needed otherwise). Only alternative is to travel 1.5hrs each way to the south bristol community hostpital for wound redressing and wait up to 4hrs in triage every day.
Visited September 2024
The Old School Surgery has not yet replied.
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 30 September 2024
I’ve been to the drs twice in September, once for a smear test and another time with my son to get a rash checked. For my smear I had the most lovely nurse, she was soo attentive, I had to bring my son with me and she was so lovely to him too, keeping him happy and was just the most lovely, warm lady. Made me feel so comfortable and relaxed. She was incredible. A week after I visited for my son and saw the most lovely Dr, she had spoken to me regarding the rash weeks before and was so kind and helpful, she really listened to me and was incredible. Great with my little boy and so attentive. I had to leave this feedback as I can see how busy your practice is, but you never fail to get me an appointment and your staff on the phones if I ever need something are always so helpful and friendly. Thank you for you hard work!
Visited September 2024
The Old School Surgery has not yet replied.
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Review titled Incompetent taking blood
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2024
The health assistant working g this morning is not competent in taking blood. He failed to take blood this morning from me and 4 people before me telling me I was dehydrated. Such a waste of time. This person needs further training. The room was freezing cold and I had to wait more than 15 minutes for my appointment. The extra delay for this blood test will cause me unnecessary stress and worry.
Visited June 2024
Review titled The Old School Surgery
Replied on 26 June 2024
Dear patient Thanks for taking the time to feedback to us. All our Phlebotomists are fully trained, experienced and competent in taking bloods. This includes assessing the suitability to take blood if the patient is dehydrated. Ahead of giving blood, we do advise patients to drink plenty of water, and to eat. I do offer our sincere apologies that the room felt cold and that the appointment was 15 minutes delayed. Best regards, Tim Practice Experience Manager
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Review titled Poor experience.
Rated 3 stars out of 5
by Anonymous - Posted on 09 May 2024
Checked in. Waited 40 mins, asked when we would be seen and it turned out that the GP hadn't come in that day and no one was aware.
Visited May 2024
Review titled The Old School Surgery
Replied on 26 June 2024
Dear patient Many thanks for taking the time to feedback. On behalf of the practice I would like to apologise for your experience. Historically, our process to minimise the incovenience to patients when clinicians are abscent works well, again I apologise this was not the case on the day of your appointment. In reviewing the process, we have added in one more cross check to totally make sure this would not affect any patients in the future. Best regards, Tim Practice Experience Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
Essentially unless you’re dying you’re low priority and wait 4 weeks for an appointment. I even had to wait another 4 weeks to discuss my blood test results while the original issue was left untreated. Doctors made me feel like my insomnia wasn’t important even though it was having a serious effect on my wellbeing and health.
Visited November 2023
Review titled The Old School Surgery
Replied on 20 December 2023
Dear Patient Thanks for taking the time to send us your feedback. We book routine appointments 2 weeks in advance although this is being stretched over the festive period and we text every patient in advance to let them know this. Test results: We would contact you the same day that the results were back if there were any red flags, otherwise they are a routine matter. I am not in a position to comment clinically and cannot ask a GP about your case because you have posted anonymously. Best wishes, Tim Practice Experience Manager
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Review titled Klinik system has ruined the service
Rated 3 stars out of 5
by Anonymous - Posted on 06 September 2023
The klinik system is rubbish. Have you tried using it? Appalling. Accessibility to service made very difficult. Trying to report the fact I have been in a motorcycle accident and am concerned about my multiple traumas, contusions and hematoma 10 days after the accident, becomes, "I have a bruise on my hip". Utter rubbish. Another NHS retrograde step. Such a shame.
Visited September 2023
Review titled The Old School Surgery
Replied on 20 December 2023
Dear Patient Thanks for taking the time to send us your feedback. Klinik is proving a huge hit for our patients and the overwhelming feedback is positive. We navigate the care for >250 cases via Klinik every day and is by far the most efficient way of reaching us for any of our services. Klinik also contains many 'freetext' boxes for patients to fully articulate conditions, history and symptoms. Best wishes, Tim Practice Experience Manager
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Review titled Klinik system works well once you're used to it
Rated 5 stars out of 5
by Anonymous - Posted on 13 September 2023
Finally cracked using the klinik system, with excellent fast response from the practice. Back to five stars!
Visited September 2023
Review titled The Old School Surgery
Replied on 20 December 2023
Dear Patient Thanks for taking the time to send us your feedback. Its great to hear how much you now like Klinik! Klinik is proving a huge hit for our patients and the overwhelming feedback is positive. We are navigating the care for >250 cases per day via this route and patient feedback tells us this is the preferred way to reach out for any of our services. Best wishes, Tim Practice Experience Manager
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Review titled Poor Service
Rated 1 star out of 5
by John Scott - Posted on 13 July 2023
After being told it would take up to 3 days to obtain a fit note,went into surgery 4 days later as impossible to phone, then told 7 days which overlaps and may effect my employers paying me. Went in on 5th day insisting I get it by next day(as it runs out 13th today) told I would get it end of 13/start of 14 to which I replied you can see the reason I am off and this constant poor response is not helping. guess what 2000hrs on the 13th, still no note. If this were a private business it would have failed years ago. I would never recommend this practice as I have never been able to get an appointment within 14 days as ther are to many patients registered already.
Visited July 2023
Review titled The Old School Surgery
Replied on 20 December 2023
Dear John Thanks for taking the time to feedback to us. Your fit note was re-issued on 14.07.23. We therefore left no gap in fit note cover. Routine appointments are offered 14 days in advance. Matters that are classed as urgent by a clinician, are handled the same day. Best wishes, Tim Practice Experience Manager
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Review titled Impossibile to join the queue they just hang up the phone
Rated 2 stars out of 5
by Anonymous - Posted on 20 March 2023
I've tried to reach the phone line to book an appointment for my 11 months daughter but they keep hang up the phone, it doesn't matter if I call at 8 am they just put down the line, I also tried to call at 2 pm and I've been told to call at 8 am to have an appointment it's just ridiculous cause I explained it's impossible to talk to someone, my daughter has a lump behind her head and this is causing me concerns and there's no way to have her checked cause nobody pick up the phone.
Visited March 2023
Review titled The Old School Surgery
Replied on 20 December 2023
Dear Patient Thanks for taking the time to send us your feedback. Whilst we recognise there is often a wait in the telephone queue for one of our Care Navigators to answer, we never deliberately hang up the telephone before answering patients’ questions. I can only assume there was a technical fault at one end on the day in question. If this was at our end, please accept my apologies. Experience (and our patients) tell us that the quickest way to access any of our services is via our online portal, Klinik. You can use this link: https://access.klinik.co.uk/contact/old-school-surgery Best wishes, Tim Practice Experience Manager