Brookside Group-West Chester

This surgery has been brilliant for my family. My husband and I have had nothing but amazing treatment and I now have a newborn daughter and know that she is in safe hands at this surgery as well as others in the Brookside Group. If you follow the procedure of Econsult or contacting them online, they always get back to you. I’ve found that in the case of an actual emergency that calling when Econsult is full, also gets you cared for. Couldn’t fault this surgery and hope to live locally for good so that I can remain a patient!

Extremely rude and officious receptionist when dealing with my 87 yo Father. Insistent that he had missed his appointment. Turned out they had texted him the same morning to tell him that it was moved from 4pm to 10am. No phone call and texted only 1 hour before the rescheduled time. No apology - and frankly she's not suited to work in a 'caring' profession.

Pathetic is an understatement. E consult adviced me to book emergency appo with GP which I was not given. The receptionist Zehnab think I hot the name correct could not give me a same day appointment I literally begged for an as in my current condition I cannot travel to the hospital and there's no one to help me. Even after pleading so badly, I was turned down and was advised to contact 111. I have been with 111 for the last 40 mins still no response from a human only music is being played. I told the receptionist to squeeze me in at any time today because I know I need antibiotics as I have a chest congestion which cannot be assessed over the phone. The phone line is always busy. But when real help is needed this is the kind of service we get. This is shambolic and the management should look into it. I have followed all the protocils filling in the e consult form, calling the surgery right after the line opened but I could not get any help and keeping me on the phone line for so so long and making me talk so much she made my symptoms so much worse. If something happens to me will the surgery take the responsibility??

E consult form submitted at 6am. Receptionist phoned back at 8am, doctors appointment at 9am - started on time. Brilliant service from an overstretched and underfunded service. Even Boots at Asda had the prescription ready when I arrived 30 mins later - not the usual come back in 10 mins after you’ve been shopping.

Unfortunately I am no longer registered to this practice, but praise is deserved. E-Consult and online booking was always a breeze, wait times were always a little longer than I ever accounted for but with the size of the area they cover it's not surprising. Always managed to get an appointment, the blood clinic was always efficient and well run and only ever had a problem with one instance in 27 years of being a patient. Moved on to a far less efficient and totally ignorant surgery now due to moving, which makes me miss Brookside Group all the more!

When making the appointment I was told I would be seeing the doctor but instead saw a very rude and belittling nurse. She was horrible. I wish I had given her a piece of my mind. And this is coming from someone who thinks all the other nurses I’ve met have been amazing

I had an appointment the other day, checked in at reception and 10 minutes after i checked in the receptionist approached me and said she hadnt noticed sooner but my appointment was actually at Chalfont, in the rush of all this and quickly having to dash to the Chalfont surgery i had left my driving licence at the surgery which they have made no effort to return to me, so i now have had to purchase a replacement...

In my opinion, generally poor service for the last 5 years that’s for sure. Difficult to get into the queueing system as the phone line is always busy. The e-consult process is laborious and complicated and doesn’t appear to be read by the GP who you eventually speak to so it is irrelevant? Makes it very difficult to get an appointment. Appointment wait times have been over a month before now which isn’t much help when you are in significant pain. Once we were amongst the last to be seen during a “sit and wait” clinic when symptoms were a suspected miscarriage. I’m sure there must have been some very poor triaging there. I can’t remember a time when a GP has bothered to read any patient notes, unless expressly prompted, so it’s always a “back to square 1” scenario every time I walk in through the door. Staff on the front desk range from super cheerful to downright rude. I understand they’re understaffed, but I also understand that it’s not my fault. After several years of trying to get health issues resolved, it doesn’t feel like any of the GPs really listen and think about the bigger picture. You have to keep on at them. At some point either they’ll get you fixed to stop you bothering them, or it will be a medical negligence case. Just because it’s local does not make it convenient at any stretch.

I contacted the gp today, 1st of July after waiting to hear back from them for 2 weeks when I was told someone will contact me about scheduling an appointment. The lady became very agitated with me, saying that I just missed today’s appointment scheduled at 12 pm and that I received a text message. The text message clearly says that my appointment was scheduled for the 1st of JUNE, and because I missed this appointment I need to go back to the waiting list for another 5 weeks.

Receptionist Very Helpful. Called in need of help as NHS app did not allow me to order repeat prescription and it was sorted for me within minutes. Thank you