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Reviews — 8
My father passed away eight weeks ago, having been a patient of Bedford Street for approximately 20 years. My fathers was ill for many years, but with the love and care of my mum he struggled on. The final four months were truly horrendous with minimum support or care given by Bedford Street Surgery. No doctors, no empathy, no care.
For Four months my mum sat by dad's bed at home doing EVERYTHING. In the final weeks she managed to get a little help from some lovely carers, but 99.9% of the time the worry and stress was on her shoulders.
And now my dad has gone. No word of condolence, no asking is she is coping, no care. No surprise there.
This has nothing to do with funding or staffing, its indifference and laziness. I hope your old age greets you with the level of compassion you have shown my family.
For Four months my mum sat by dad's bed at home doing EVERYTHING. In the final weeks she managed to get a little help from some lovely carers, but 99.9% of the time the worry and stress was on her shoulders.
And now my dad has gone. No word of condolence, no asking is she is coping, no care. No surprise there.
This has nothing to do with funding or staffing, its indifference and laziness. I hope your old age greets you with the level of compassion you have shown my family.
I have been calling for 6 months for an appointment, each time I called I had to wait up to 1hour, I was then told, there are no appointments to contact in the morning, or book online, no appointments to book on line with doctor apparently no doctors are in, so can only book for appointments with a nurse for minor issues my issue is something I need to speak to a doctor about not a nurse, if you go online request a call back you then receive a text message to call the surgery, what is the point of having on online service, the last call I made spoke to a extremely rude lady called Emma who shouted at me when I asked politely to stop shouting she terminated the call. I ended up in A&E who treated my issue, which should have been dealt with by a GP 6months ago. I have no idea what has happened to the surgery since the last few years, the lovely staff have left and we are left with rude, unhelpful, incompetent staff who are trained by their manager to shout and terminate calls and they using reverse psychology to threaten you that they will discharge you from the practice. I’m a 75 old, I’ve been with the practice from the very beginning. I’m to scared even to put a complaint about Emma, because they will blame me instead of listening to the call to find out who was actually rude. Does anyone know who I can report this of kind of behaviour to, so many patients are experiencing the same aggressive behaviour from the staff and it looks as though the manager is supporting them.
This surgery is being ran into the ground by the new receptionist turned practice manager Tracy Blackmore, since she has taken over in 2020 you cannot get through on the phones for hours, she has trained the receptionist staff to shout and be rude to the patient especially Kate and if you put a complaint in she would use reverse pathology to blame the patient and more and more patients are being threatened on a daily basis by the manager with her response to any complaints raised against the staff or surgery. This never happened under the previous practice manager who would take complaints seriously and address and improve the situation instantly.
The old staff that knew what they were doing have left as they cannot work under unprofessionalism of the practice manager. They never shouted at patients or screamed down the phone or terminate a call.
Complaints are coming out of her ear and it is easier for her blame the patient than improve the system, it’s her staff that are being abusive. She has developed a website where it states it makes things easier however you can request a call back for repeat prescription or even request other things that they say they do but instead of anyone calling you back you receive a text message to call the surgery! once you manage to get through on the phone after hours of waiting, the person usually is rude and incompetent to help you and will tell to call the following day for any appointment, what is the point of such requests, the service is appalling and set to get worse.
The practice manager alone with her incompetent staff will be running this good surgery into ruins. Which practice manager doesn’t look at complaints impartially and takes the side of her staff. If I could give no stars I would.
The care navigator/ receptionist staff can’t do the simplest of task, they are rude and have no customer service skills! If you ask for a repeat they will ask you to go online but I’m in my 60 and not set to request it, and they will huff and puff before they do it!
The old staff that knew what they were doing have left as they cannot work under unprofessionalism of the practice manager. They never shouted at patients or screamed down the phone or terminate a call.
Complaints are coming out of her ear and it is easier for her blame the patient than improve the system, it’s her staff that are being abusive. She has developed a website where it states it makes things easier however you can request a call back for repeat prescription or even request other things that they say they do but instead of anyone calling you back you receive a text message to call the surgery! once you manage to get through on the phone after hours of waiting, the person usually is rude and incompetent to help you and will tell to call the following day for any appointment, what is the point of such requests, the service is appalling and set to get worse.
The practice manager alone with her incompetent staff will be running this good surgery into ruins. Which practice manager doesn’t look at complaints impartially and takes the side of her staff. If I could give no stars I would.
The care navigator/ receptionist staff can’t do the simplest of task, they are rude and have no customer service skills! If you ask for a repeat they will ask you to go online but I’m in my 60 and not set to request it, and they will huff and puff before they do it!
Very horrible and unprofessional staffs expecially the receptionists and a nurse I saw on 27/04/2022. She did not keep my care private and confidential, door was widely left open and people were passing by when I was being seen. She was rude on approach. She appeared to be so judgmental which made me fell so embarrassed., she doesn't seem to be caring as a nurse. Regretted going there today.
Terrible doctors if you have long-term or debilitating health defect steer clear they will drive you into an early grave. They are uncaring, unresponsive or unqualified.
You will be told about things months after you should be, you will not be cared for or treated like you matter, you will not find that half the information on the website is up to date.
Please Milton Keynes citizens, go elsewhere for your own good stay away from this place.
You will be told about things months after you should be, you will not be cared for or treated like you matter, you will not find that half the information on the website is up to date.
Please Milton Keynes citizens, go elsewhere for your own good stay away from this place.
To say this surgery is useless would be an insult to the useless.
The biggest problem this surgery faces is finding an employee that can use the phone system.
Every single time I call this surgery I will sit in a queue for ages only to be cut off.
EVERY. SINGLE. TIME.
I called this surgery a month ago. Rang from 8:30 until 8:45 to get through. I finally did, assigned position number 7 in the queue, and waited in for 42 minutes only to make it to caller number 3 and be cut off.
I tried calling again and again and finally got connected around 9:40. Caller number 10 this time. Waited another 37 minutes, got to caller number 2 and was cut off again.
My patience wearing thin, I tried to get through again until 10:35 to get through.
I waited another 40 something minutes and made it all the way to caller number 1!!! AMAZING!!
Then the phone was answered, I heard some fumbling and the line went dead. I was livid.
I called again, and couldn't get a connection until almost 11:30.
After a 35 minute wait I was finally connected. I made my request and was promptly told they would, "See what we can do as you really should call in the morning with this request and it is now the afternoon".
REALLY??? I had just spent the morning being cut off repeatedly. I would have made my request in the morning had you employed staff who could use a simple telephone queueing system!!!! I had wasted an entire morning trying to just connect to the reception.
Today, another example, I called as soon as the lines opened at 8:30. I got through!!!!
Caller number 6? Not bad.
I sat in their telephone queue for exactly 30 minutes where I finally made it to caller number 1. The phone clicked, started ringing ... kept ringing ... then cut me off.
It then took 18 minutes and over 200 attempts to get through again,
Now I am caller number 10 and now have to sit here for upwards of 30 minutes while wondering if I will actually get connected or just cut off again. I have so far waited 15 minutes on hold and am caller number 7.
The actual service here is mediocre at best, and that's being kind.
If Hell exists, this is it. Calling this surgery to be cut off again and again. And endless cycle of anger an frustration.
The biggest problem this surgery faces is finding an employee that can use the phone system.
Every single time I call this surgery I will sit in a queue for ages only to be cut off.
EVERY. SINGLE. TIME.
I called this surgery a month ago. Rang from 8:30 until 8:45 to get through. I finally did, assigned position number 7 in the queue, and waited in for 42 minutes only to make it to caller number 3 and be cut off.
I tried calling again and again and finally got connected around 9:40. Caller number 10 this time. Waited another 37 minutes, got to caller number 2 and was cut off again.
My patience wearing thin, I tried to get through again until 10:35 to get through.
I waited another 40 something minutes and made it all the way to caller number 1!!! AMAZING!!
Then the phone was answered, I heard some fumbling and the line went dead. I was livid.
I called again, and couldn't get a connection until almost 11:30.
After a 35 minute wait I was finally connected. I made my request and was promptly told they would, "See what we can do as you really should call in the morning with this request and it is now the afternoon".
REALLY??? I had just spent the morning being cut off repeatedly. I would have made my request in the morning had you employed staff who could use a simple telephone queueing system!!!! I had wasted an entire morning trying to just connect to the reception.
Today, another example, I called as soon as the lines opened at 8:30. I got through!!!!
Caller number 6? Not bad.
I sat in their telephone queue for exactly 30 minutes where I finally made it to caller number 1. The phone clicked, started ringing ... kept ringing ... then cut me off.
It then took 18 minutes and over 200 attempts to get through again,
Now I am caller number 10 and now have to sit here for upwards of 30 minutes while wondering if I will actually get connected or just cut off again. I have so far waited 15 minutes on hold and am caller number 7.
The actual service here is mediocre at best, and that's being kind.
If Hell exists, this is it. Calling this surgery to be cut off again and again. And endless cycle of anger an frustration.
Dr.s & nurses wonderful. Awful reception stuff, as no chance of appointment, waiting for half hour on the line to be cut off, or line is permanantly engaged all day (taken off hook). I even stood outside & phoned & saw them chatting away to each other while phone "engaged".