Birchgrove Surgery

Friendly and helpful staff, can be seen in same day if necessary.

Have been a patient almost four years and have not used the surgery many times, but whenever I call in to make an appointment or collect any prescriptions the receptionists are completely rude! No polite or friendly manners, and when mistakes have been made there has never been an apology. The surgery would go a long way to adopt good and decent attitudes by the receptionists.

Receptionists are extremely rude and incompetent. Called this morning as I need an urgent prescription for my anti-depressants. Was told that I could not get an appointment with my doctor I have been seeing about my mental illness and that I would have to email for a repeat prescription and just not take my medication for how ever long it will take for my prescription to be processed. I'm 19, and I thought this was my only option until I looked further into it. I called again and was told to fill out an urgent prescription form on the surgery's website. Thought, I was getting somewhere, until I looked on the website and saw that this form has been removed. I then drove to the surgery where I was greeted by yet another receptionist who was unaware that this form has been removed. I was handed the form and a blunt pencil. I handed the form back to another receptionist who asked me why I needed this prescription, as if it was her own business and the reason wasn't already disclosed on the form. She told me my form will have to be checked by a doctor and that if its okay I can pick it up after 5pm. I went on to ask whether I will be informed on if its been confirmed by the doctor and where I can pick up my meds from, to which she got up and walked away, ignoring me, I waited for five minutes for her to come back before I left with my questions unanswered. As someone who is struggling with mental illness this situation makes it extremely hard to reach out for help. I've had my problems with this surgery before and their receptionists, but this situation made me feel very helpless.

So complicated just to make an appointment. You have to be exactly at 8 am or 2 pm. In 2022 digital era, can't even do an online appointment!

I have been with this practice for over 70 yrs.
I have always found it excellent, being able to talk to a doctor within hours of calling in.
I also find the receptionists most helpful and polite.
I have experience of other practices through other family members, but none compare with Birchgrove Surgery.

FAO the receptionists - please reconsider your roles as first point of contact with the public. Rude, impatient, indifferent etc. Bizarre that it's not just one but runs through the entire receptionist team. Whatever customer service/front of house course you all attented, ask for a refund. Please recognise the importance of creating a friendly and welcoming space for patients to feel at ease. Put simply, if you aren't happy in your job find another. The pandemic is not an excuse, this is my second 1 star review, the first was a few years ago. I only wish that these reviews were acted upon.

Well what a wonderful experience I had today! Considering we are in a pandemic and people are wary of life it was so disturbing to see that nothing has changed at Birchgrove Surgery. I was greeted by the same unhelpful, rude, indifferent receptionist as always. What an offensive and poor first point of contact she is.  Unfortunately this does not seem to be exclusive to her alone but is mirrored accross the whole reception team. I was only there to pick up a prescription, god help anyone who was there with something more upsetting.  I'm not going to list the entire encounter but what was staggering was when I asked a question about how long I might need to wait I was responded with an exaggerated, sarcastic shrug of the shoulders. When I challenged and said you could be more helpful the retort was "it's really hard to be helpful".
I would strongly recommend that she and the entire reception staff attend some level of customer care course as what is displayed is extremely lacking in that department and unacceptable.

Lovely, caring receptionist on duty arranged call back for me with Dr Graham within hour. Dr Graham also very caring, helpful and professional. Great GP practice.