The Old School Surgery
Doctors Surgery, Manor Road, Fishponds, Bristol, Avon, BS16 2JDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great practice with a 'can do' approach.
Rated 5 stars out of 5
by Helen S - Posted on 01 November 2024
I needed to request an appointment at short notice for something urgent and found the team determined to solve the problem. Even though the staff are under a great deal of pressure, all those I encountered were polite, patient and prepared to listen in order to get the best outcome. Completing a request on Klinik is initially stressful, but the system works well. I thoroughly recommend this practice. Thank you to all who work there.
Visited November 2024
The Old School Surgery has not yet replied.
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Review titled Horrible emergency care
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2024
I was recently discharged from hospital with a very severe infection, my discharge notes which were also sent to my GP stated I needed a blood test in a weeks time to make sure my infection is going down. I was then sent a link to book a blood test and there were no options before the 10th of December I then called up because that isn't acceptable and I need to have a blood test and was told no. I understand that they are busy but if you have hospital documents telling you to get someone a blood test in a week then surely they should be able to do that not tell them to wait a month. Very very disappointing.
Visited November 2024
The Old School Surgery has not yet replied.
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Review titled Move to online totally confused
Rated 2 stars out of 5
by Anonymous - Posted on 05 November 2024
Understand the move to online but the surgery’s approach is totally confused and incoherent. Communication with them online is chaotic and I’ve email notifications that they’ve messaged me but all the known platforms (NHS App and Patient Access) they’ve switched the messaging feature off - so I’ve no idea where the message they’ve left me is. Using Klinik to get a response is an art form (in tricking whatever algorithm they use) and is distinctly bias (I get a much better response than my partner). But, I’m not sure this is a practice problem or an NHS funding problem but it makes access to healthcare really challenging (and I’m computer literate).
Visited November 2024
The Old School Surgery has not yet replied.
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Review titled Extremely poor
Rated 1 star out of 5
by Steve Nutland - Posted on 21 November 2024
This used to be a fantastic place ,but since all this online nonsense I feel it’s lost its loving feeling….send a flu/covid jab invitation and when I tried to book every slot taken ….e.mailed because apparently that’s the only way now and received a reply to go somewhere else ….what happened to having patient care ?I am extremely disappointed
Visited October 2024
The Old School Surgery has not yet replied.
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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 Horrible practise
Rated 1 star out of 5
by Nick - Posted on 21 November 2024
Left me without answers about my ongoing health issues. Told me to register at a new GP after I got upset about reciving new health, staff were never helpful and always doubtful
Visited August 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