Montpelier Health Centre
Bath Buildings, Montpelier, Bristol, Avon, BS6 5PTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Avoid
Rated 1 star out of 5
by Anonymous - Posted on 29 August 2024
The amount of patients at this practice makes it completely unsustainable - it’s impossible to get anything done. A call requires spending 45mins on the line. The online form doesn’t operate most of the day. To book a routine, non-urgent appointment weeks in advance, I was told to check the website at 8am as beyond that, it gets disabled due to “capacity being reached”. Organisation has also been poor in my experience, having shown up for a blood test twice and staff not knowing what I should be getting tested for. Personnel are friendly and I feel for them, however, I have no trust in receiving appropriate care considering how overwhelmed the practice is. I am lucky and privileged to have private care through work which I use whenever possible to avoid this GP. I am also lucky that my health issues aren’t serious and delays won’t have much of an impact beyond making my life a little annoying. Otherwise, I’d probably be long dead.
Visited August 2024
Review titled Montpelier Health Centre
Replied on 16 September 2024
Dear Patient We are very sorry to read your review. At its heart, the problem facing general practice is a simple mismatch between supply and demand: falling numbers of GPs and rising demand for their care. We recognise there is a huge demand for primary care services everywhere. It is a significant challenge to meet this demand given the limitations on our resources. Please be assured that the clinical and administrative staff employed at the practice (and elsewhere within the NHS) continue to work extremely hard to meet the needs of our patients in such circumstances. We are always looking for ways to improve our service and therefore any ideas or suggestions from our patients are always valuable and welcome, and we appreciate that you have reached out in this manner to share your concerns with us. If you would like further information, then please email bnssg.mhccomplaints@nhs.net and our Patient Services Manager will contact you to discuss further.
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Review titled Very poor service for reviewing blood test results
Rated 1 star out of 5
by Sally Masey - Posted on 16 August 2024
I have started a new medication which has serious side effects. I need regular blood tests which are being done via a shared care pathway with Montpelier Health Centre. It took 13 days from having the first blood tests for the results to appear on the NHS app. I had the second blood tests on 30th July. These results are still not available on the NHS app. I am deeply disappointed with the service.
Visited July 2024
Review titled Montpelier Health Centre
Replied on 19 August 2024
Thank you for message. We are sorry that you are unable to access your results. I have checked with our data analyst who confirms that your test results were reviewed and made available via our EMIS system on 16th July and 30th July respectively. You have full access to your results via the NHS app and we cannot therefore offer an explanation as to why you were unable to view them. If you would like to discuss this problem further, then please email me on bnssg.mhccomplaints@nhs.net. I will then also be able to send over the results via email whilst we look into the problem in more depth. Caroline Hawkins Patient Services Manager
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Review titled Extremely reassuring improvements
Rated 5 stars out of 5
by John Teller - Posted on 16 July 2024
Having entered my 8th decade (and over 4 of them at this practice) I suddenly find myself extremely reassured by the experience I had today. I don’t need to tell you how inaccessible GP practice service became over the last 4 years. I never believed I needed the service to the extent I now do and, frankly, it was frightening to feel it was no longer there at just the point my body decided I needed it most. So, back to today. I contacted the service using Accurx (I think) at about 0800 about pain when urinatingz. By 1100 I received a call saying I’d get a GP (Dr H) calling in the next hour. This was extremely reassuring. And he did! Very professional, very reassuring, involved me in the process, sought my agreement about intervention, prescribed medication, arranged sample collection. Brilliant. This is the service we need for the future: timely, attentive, respectful, engaging and efficient. I have sensed over recent weeks and months that there is a real effort at this health centre to align patient needs with cliinical possibilities. This patient is both grateful and impressed. Keep up the good work.
Visited July 2024
Review titled Montpelier Health Centre
Replied on 31 July 2024
Dear Mr Teller Thank you so much for your positive feedback. I have forwarded your comments to the partners, ad our practice manager, who also thank you for taking the time to write this positive review. We recognise there is a huge demand for primary care services everywhere. It is a significant challenge to meet this demand given the limitations on our resources. Please be assured that the clinical and administrative staff employed at the practice (as elsewhere within the NHS) continue to work extremely hard to meet the needs of our patients in such circumstances. It is good to know that our efforts are being noticed so positively. Kind regards Caroline Hawkins Patient Services Manager
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Review titled Good Manners
Rated 1 star out of 5
by Dr Roger Peters - Posted on 30 July 2024
Not a single person in this Practise deemed it worthwhile to communicate to me the test results obtained, despite the fact that good manners would surely demand, at the very least, a pro-forma e-mail with a link to access these.
Visited July 2024
Review titled Montpelier Health Centre
Replied on 31 July 2024
Dear Dr Peters Thank you for your feedback. Our clinical staff should have explained at the time of your sample being taken, that we do not contact patients individually with results unless further action is required. With a practice of over 20,000 plus patients, it would be impossible to contact each patient to provide them with their normal results which require no further action. Instead, we invite patients to call between 10am-2pm to obtain the result. I note also that you have an active on line account with prospective access which means that via this online account, everything from 18/10/2023 is available to you, which would have included your test results. Kind regards Caroline Hawkins Patient Services Manager
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Review titled Very disappointing
Rated 1 star out of 5
by CMB - Posted on 28 May 2024
Ring for appointment 27 in queue get to 17 cut off. Econsult actually managed to access uploaded picture was thrown back out. Nurses great I have infected wound needs dressing change but getting appointments very difficult. Noticed changes in a mole hence photo via Econsult. No point ringing as I won't get through or if I do will be offered an appointment some weeks away. Doctors good if you actually get to see one. September last year the manager responds to a review saying a call back system will be introduced. Well it hasn't 8 months on.
Visited May 2024
Review titled Montpelier Health Centre
Replied on 04 June 2024
Dear CMB We are sorry that you have experienced difficulties with e Consult. On receipt of your separate communication to the practice regarding this matter, an appointment was arranged for you. Our new appointments system was introduced on 3rd June 2024. All patients were notified of this change by text on 31st May 2024. Information on the new process is also explained within our telephone message on receipt of your call to the practice and also appears on our website. The new triage system no longer uses e Consult. I hope you will find the new arrangement to be more satisfactory and user-friendly. Our new telephone system went live on 23rd November 2024. It offers greater flexibility with a 'call back' facility in place. It also offers call recording, and a patient recognition function which immediately links the patient's telephone number to their notes so that these are immediately available to the call handler on answering the call, without having to ask for patient details etc. All these functions certainly offer a streamlined service once your call is answered. However, we recognise the call waiting times experienced when contacting the surgery by telephone. Unfortunately, the new system cannot offer a clear solution to the huge demand for primary care services, which is growing in both volume and complexity. Please be assured, however, that both the clinical and administrative teams employed at the practice continue to work extremely hard to meet the needs of our patient population during these demanding times. Caroline Hawkins Patient Services Manager
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Review titled Terrible service do not go this health centre
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2024
We needed a medical certificate to be signed by a GP from this health Centre. It has been weeks, and there’s no medical certificate. My mum went to this health centre and asked them to complete the medical certificate. They told her the medical certificate will be completed within about 7 working days. She went to the health centre about a week later and the medical certificate is not completed. They told her that they’ll speed up the process. Finally, she received a call from them telling her to collect the medical certificate. She was very busy then so she couldn’t. We went to the health centre a week later, and they told us that the medical certificate has not been completed? Like what was the point of the phone call if the medical certificate is not ready for collection? So confusing. They couldn’t give us an exact date of when we can collect the medical certificate. It seems like our needs are not taken seriously by this health centre.
Visited April 2024
Review titled Montpelier Health Centre
Replied on 05 April 2024
Dear Anonymous We are very sorry and concerned that you feel we have not met your expectations of service and care. In order to follow up your complaint, please can you email bnssg.mhccomplaints@nhs.net to provide your mother's details. We can then ensure that this matter is dealt with immediately. Kind regards Caroline Hawkins Patient Services Manager
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Review titled Staff and doctors are great but very badly managed
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2024
I've been really happy with the doctors and nurses and staff but the appointment system is so frustrating as it's almost impossible to book an appointment. I had a scan and had a text from the GP asking me to call the surgery to book an appointment to discuss results and I called and was told to call at 8am the next day which I did at 8am on the dot and had to call 24 times to even get in the queue. Then after those 24 attempts I was number 30 in the queue and waited 55 minutes to then be told by an automated service that there no bookable appointments for the day and to call back at 8am the next day which inevitably results in exactly the same problem. It's very anxiety inducing and especially when you've been told to call the surgery to book an appointment and wanting to know the outcome of a scan as soon as possible. As I said the staff are very nice and helpful and the doctors are great but I don't understand how this system can work and ultimately what to do as following procedure and calling at 8am doesn't work as everyone is doing the same and then all the appointments run out!? :/ Left feeling stressed and anxious and helpless as what to do ?
Visited March 2024
Review titled Montpelier Health Centre
Replied on 08 April 2024
Dear Anonymous I am very sorry that you are experiencing such difficulty in contacting the surgery. Please contact me via bnssg.mhccomplaints@nhs.net and we can discuss further. Kind regards Caroline Hawkins Patient Services Manager
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Review titled Good staff; rubbish organisation
Rated 1 star out of 5
by John Northam - Posted on 12 March 2024
Made an appointment. Was told that only telephone appointments were possible with a 3 week waiting list. I left my telephone number and advised that my old phone number was no longer active. Waited 3 weeks for the appointment. Typically the GP called the defunct phone number. Made a complaint. Complaint not acknowledged or responded to. Called early morning (waited 50 mins for answer) asking to speak to the practice manager. Said not to call lunch time. 3 hours later (lunch time) received stroppy phone message on my vm from the practice manager. The nursing and auxiliary staff are excellent but the working culture of the surgery stinks and leaves you feeling like they despise their patients, with no means of communicating with them. You are lucky if you even get an appointment.
Visited March 2024
Review titled Montpelier Health Centre
Replied on 13 March 2024
Dear Mr Northam We are very sorry and concerned that you feel that we have not met your expectations of care. It is important to us that we put such matters right. I hope I can satisfactorily address the issues you have raised: I have been able to listen to the call you made to the practice, and the conversation you held with one of our health navigation team. You clearly explained the situation with the current provider of your mobile phone and asked to be called on your landline. The health navigator noted this in the booking notes for the GP to read when contacting you for your appointment. Unfortunately, the GP missed this information and attempted to phone you on your mobile and you therefore did not receive a call. I am very sorry that this happened. The GP has also asked me to convey his apologies for this oversight. Your email of complaint was sent to bnssg.mhccomplaints@nhs.net on 7th March 2024 at 17.47 hours. An acknowledgement email, together with an apology and a newly booked appointment date was emailed in direct response to your message (using the email address that you had messaged on), on 8th March 2024 at 8.51 hours. I have listened to all calls relating to your telephone number. None are recorded from the Practice Manager, and I have confirmed with her that she has not had any contact with you at any time. The calls recorded for your telephone number are conversations held with a health navigator and the dialogue is always pleasant and helpful towards you. If you can provide any further information regarding the voice mail you received, that would be helpful in identifying the caller, as the call does not appear to emanate from MHC. We recognise there is a huge demand for primary care services everywhere. It is a significant challenge to meet this demand given the limitations on our resources. Please be assured that all clinical and administrative staff employed at the practice (and elsewhere within the NHS) continue to work extremely hard to meet the needs of our patients in such circumstances. On notification of your published review, I telephoned you to explain that we had contacted you promptly to apologise and offer another appointment. Unfortunately, you had not received my email and therefore were unaware that a further call had been booked for 12th March 2024 and you therefore subsequently missed the call. I was able to resend my email to evidence that it had been sent on 8th March 2024, and to advise you that you would be contacted that afternoon (12th March 2024) by the Duty Doctor. I understand that the GP who originally called you yesterday morning, called you again in the afternoon and discussed your health issues. The Duty Doctor also later called you, but you were able to tell him that you had already held a telephone consultation with Dr Guest. Please accept our apologies for any distress or inconvenience this situation may have caused. Caroline Hawkins Patient Services Manager.
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Review titled Terrible
Rated 1 star out of 5
by Heather kelly - Posted on 28 December 2023
I am a type 1 diabetic, I have been unable to order my insulin during Christmas despite going to my practice 3 times over Christmas. I am without my insulin and in dire straits and now without insulin
Visited December 2023
Review titled Montpelier Health Centre
Replied on 02 January 2024
Dear Ms Kelly Thank you for speaking with me on the telephone today. Please accept our apologies for this situation. I am glad that your medication has now been prescribed. I will now investigate this matter and respond to you directly with my findings. Once again, please accept my apologies on behalf of the practice. Caroline Hawkins Patient Services Manager
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Review titled awful
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2023
Every single time I try to book an appointment I have to wait for at least 45 mins on hold before even being put through to reception. The staff I speak to on the phone should not be determining the severity of my issues, and therefore choosing what priority list I am on. The online forms never work as there is never availability, so people are forced to waste hours on hold - you are wasting so much of people’s time. We all work, not everyone can just sit around waiting for almost an hour to get through to someone to then be told that the appointments available are weeks away. It has also happened on a number of occasions where I get through to the reception and have the person dealing with the request just hanging up the phone!! This is your staff who are meant to be helping sick and unwell people hang up the phone with no help or assistance after making them wait on hold!! This is appalling. This is a national healthcare service, not hairdresser. You need to do better, you need to manage better, and the people on the phones need to be trained better. You are playing with peoples health. This is unacceptable. The automated message when calling the survey is over a minute long be more concise- why are you wasting more of peoples time??
Visited September 2023
Review titled Montpelier Health Centre
Replied on 29 September 2023
Dear Anonymous We are sorry that you have experienced these difficulties. We are looking forward to a new and very much improved telephony service being installed at the practice within the next few weeks. This includes a patient call back facility to avoid our patients waiting for their call to be answered. We hope very much that this facility along with other improvements, will ensure that we can offer an efficient service to our patients moving forward. All our call handlers are trained health navigators working under NHS guidelines to navigate the call to the correct clinician within the required timescales. We are sorry that your call ended abruptly. Our navigators would only end a call when a patient is being abusive towards them, but we are aware that calls have been cut off as part of the current problems experienced with our current telephony service. As you can appreciate, there is a huge demand for primary care services. It is a significant challenge to meet this demand given the limitations on our resources. However, please be assured that the clinical and administrative staff employed at the practice and elsewhere within the NHS continue to work extremely hard to meet and manage the needs of our patients in such circumstances. We are very sorry that you feel that the practice has not met your expectations. We would be very happy to meet with you to discuss your issues further. Please contact Caroline Hawkins, Patient Services Manager on bnssg.mhccomplaints@nhs.net to arrange a meeting.