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 no appointments
Rated 2 stars out of 5
by Lin - Posted on 03 July 2023
Even during coronavirus I could get an appointment, but not now. Now they send us online which never works when I come home at 4pm "Your practice isn’t accepting online requests right now", and I am not going to take time off from work to try to fill the online form at 8 am like woman on the phone said. On their website you can find info about appointments in advance with the link, which shows you log in into Patient access - which has never any appointments there or I am just unlucky. As I am not going to fight with these people for my rights to get the appointment without nerves and even NHS which I contacted doesn't want to help to improve this booking system, saying "NHS England does not control the booking/phone system", it's time to move on and find another practice. I was trying to get appointment in another place online and it worked without any problem even at 5pm.
Visited July 2023
Review titled Montpelier Health Centre
Replied on 14 August 2023
Dear Lin We understand the frustrations that you have experienced in booking your appointments and the difficulties in contacting the surgery. Our econsult system is usually available Monday-Friday and closes at 5pm daily overnight and reopens at 8am each weekday morning. It is closed over the weekend. The practice, along with others, took the decision to do this to be able to process econsults promptly each day. The system also automatically closes each day once 50 submissions have been received. We are awaiting further guidance regarding the reintroduction of Patient Access which ceased to be available during the Covid pandemic. Patients are still able to book routine appointments (either for telephone or face-to-face - same day or routine) by telephone or in person each day. These appointments are available from 8.00am every morning, but as you can imagine they are booked up very quickly. We are looking forward to a new and very much improved telephony service being installed at the practice later within the next couple of months and we hope very much that this will ensure that we can offer an efficient service to our patients moving forward. Please contact Caroline Hawkins, Patient Services Manager, on: bnssg.mhccomplaints@nhs.net if you continue to experience difficulties.
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Review titled Not helpfull in Relocation
Rated 1 star out of 5
by William Smith - Posted on 15 May 2023
Completed the online application, Im new to the area, currently in temp accomodation in the catchment area whilst a property is sorted, was advised that Brighton doesnt have the same rules as everyone else and my application was rejected. I was advised to use the drop in cntre where the waiting time was 6 hours plus, this seemed to be a laughing matter for them.. They advised that only a proof of adress was acceptable regardless of the situation, and I should call the GP secretary, which I did, to be told by the same person they had just gone home (at 1445pm) no a very nice welcome, and seemed blasay in the fact that gov rules dont apply to them. no wonder the reviews on site are all negative about attitude. Someone in NHS authority really should have a word with them, seems they live in ther own little emporium.. William Smith
Visited May 2023
Review titled Montpelier Health Centre
Replied on 16 May 2023
Dear Mr Smith I wonder if you are confusing our surgery: Montpelier Health Centre, Bath Buildings, Bristol BS6 5PT with: The Montpelier Surgery, 2 Victoria Rd, Brighton, Brighton and Hove, Brighton BN1 3FS Please let me know if your review refers to us in Bristol, and we will of course, look into the matter further. Many thanks Caroline Hawkins, Patient Services Manager. email: bnssg.mhccomplaints@nhs.net
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Review titled Great patient and family care
Rated 5 stars out of 5
by Beverley Forbes - Posted on 24 July 2023
My mother had a chronic condition that left her incapacitated. The team at Montpelier Health Centre always showed love, care, respect and compassion to my mum, myself as her carer and our family. Having the designated health navigator was invaluable and paramount to making the systems work seamlessly This was our experience with each visit to the surgery, each home visit, yes home visit, or phone call. When my mum required end of life care, the GP and rest of the team were compassionate and asked what her wishes were and these was respected We received three phone calls from the surgery after mum's death to ask how we were and to offer bereavement support. We even received a card of condolence through the post. That meant so much and really touched our hearts Despite the incredible pressures the team are working under, they have never shown that this was and issue and always made us feel like we were a priority Thank you for your hard work, dedication, resilience and for maintaing the ethos of Montpelier Health Centre
Visited May 2023
Review titled Montpelier Health Centre
Replied on 14 August 2023
Dear Beverley Thank you for your kind review. It was always a pleasure to treat and care for your lovely Mum, and it was a privilege to be involved in her end of life care. We all join in sending you and your family our sincere condolences for your loss. Caroline Hawkins, Patient Services Manager.
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Review titled Very difficult to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
Almost impossible to book an appointment. eConsult is already full not taking any more bookings, at 8:45am on Monday morning. Got put in a queue when ringing them (after a very, very long welcome message), but no-one picked up. I note that their page says they are currently accepting new patients when they clearly do not have capacity.
Visited May 2023
Review titled Montpelier Health Centre
Replied on 18 May 2023
Dear Anonymous We are sorry that you have had this experience. As you can appreciate, there is a huge demand for primary care services, and simply not enough workforce or money invested in general practice to meet current demand which is growing in both volume and complexity. Both the clinical and non-clinical teams at Montpelier Health are doing their absolute best to meet patient demand with such limited resources, and we ask for your patience as we work through these difficult times. We take our patient reviews very seriously and it would be a valuable learning outcome to be able to discuss the issues our patients have taken the trouble to comment on. This would enable us to audit each review and respond to the patient individually. Please contact Caroline Hawkins, Patient Services Manager on bnssg.mhccomplaints@nhs.net to discuss further.
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Review titled Avoid
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
This is possibly the worst GP practice I have ever been with. I can't get an appointment at all, which has caused quite significant distress. Not quite sure how it is so impossible to access basic healthcare? Even with my repeat prescription that is on the system, it took around 5 days for it to be approved. This is way too slow for medication I needed immediately. At my previous practice I would get a text to alert me when my medication had arrived at the pharmacy, but this practice doesn't seem to do this. I have tried to use econsult, but haven't been able to book an appointment through it, as it is always closed. At my previous GP practice this was open until 5pm and I received a call back in the following 3/4 days for non-urgent appointments and a lot of my consultations were done over the phone. Not sure why this practice is unable to do this? When I walked in to speak to reception about booking an appointment for a simple referral, they told me I have walk to the centre to queue from 8am to try and get one. This is unmanageable and quite frankly ridiculous if you have to go to work. Reception even told me that they understand how difficult it is to get an appointment. Completely shocking really, as it appears that nothing is done about it. This is a failing practice with clearly poor management and I will be looking for another one. One to avoid
Visited May 2023
Review titled Montpelier Health Centre
Replied on 18 May 2023
Dear Anonymous We are sorry that you have had this experience. As you can appreciate, there is a huge demand for primary care services, and simply not enough workforce or money invested in general practice to meet current demand which is growing in both volume and complexity. I am sorry that you were unable to submit an eConsult. This service IS available from 8.00am-6.30pm daily, however once we have received 40 submissions, the service automatically closes for the day. This is to ensure that we can process the eConsults promptly and within the recommended timescales. I am sorry you were inconvenienced. Patients are respectfully requested to order their medication in a timely manner to ensure that they always have an adequate supply to avoid running out and requiring an emergency supply. This can be ordered up to two weeks in advance. We always advise our patients that it can take up to 5 working days for a prescription process to complete. Both the clinical and non-clinical teams at Montpelier Health are doing their absolute best to meet patient demand with such limited resources, and we ask for your patience as we work through these difficult times. We take our patient reviews very seriously and it would be a valuable learning outcome to be able to discuss the issues our patients have taken the trouble to comment on. This would enable us to audit each review and respond to the patient individually. Please contact Caroline Hawkins, Patient Services Manager on bnssg.mhccomplaints@nhs.net to discuss further. Thank you.
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Review titled More harm than good
Rated 1 star out of 5
by Anonymous - Posted on 21 April 2023
Dangerous. Avoid. Unclean. More an airport than a healthcare facility. Words from the rude receptionist when I came in for an urgent appt with the "duty dr" at 5pm 03/04/2023. I have severe social anxiety and they (should) know this; "Does anyone have an appointment right now?" I raise my hand. "You can use the check in thing" I say "it says I'm too late" (because I was waiting in a queue for the reception) "You're too late." I'm autistic too. So I just wait and panic. 21/04/2023: I have now finally recovered from the dangerous "treatment" I received after going to my "surgery". After I had to travel 2 hours to my hometown and go to their hospital. unbelievable. I don't have strong enough words to express it.
Visited April 2023
Review titled Montpelier Health Centre
Replied on 24 April 2023
Dear Patient We are very sorry to hear of your distressing experience. We would welcome the opportunity to discuss this further with you. Please be assured in the meantime that we are already actively taking steps to ensure that patients requiring extra support whilst waiting in the surgery for their appointment, are met with understanding and an alternative check in process. We would value your input into ensuring that this is a successful project. Equally, your further input regarding the cleanliness of the surgery would be valuable as feedback to NHS Property Services who own the building and provide cleaning services. Please contact Caroline Hawkins, Patient Services Manager - bnssg.mhccomplaints@nhs.net to discuss further. She would welcome your call. Many thanks
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Review titled Avoid completely
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2023
Wish I could say that my terrible experience with this practice was an isolated incident but it's been consistently awful over the past two years. I'm now at a point where I can't get book an appointment in person, over the phone or through econsult. Basically no way to actually use the service because they're so oversaturated. Have spent time crying in the car park because they're so useless - which is not what you need when you're in need of a medical attention
Visited April 2023
Review titled Montpelier Health Centre
Replied on 20 April 2023
We are very sorry to learn of your difficulties in obtaining an appointment. There is a huge demand for primary care services and simply not enough workforce, or money, invested in general practice to meet this demand which is growing both in volume and complexity. Our econsult system is usually available Monday-Friday and closes at 5pm daily overnight and reopens at 8am each weekday morning. It is closed at weekends. Montpelier Health Centre, along with others, took the decision to do this in order to be able to process econsults promptly each day. The system also automatically closes each day once 50 submissions have been received. However, the practice recently closed econsult submission completely for two weeks due to lack of capacity. I am very sorry that you experienced difficulties in contacting the surgery by telephone. Our telephony system is currently being reviewed and we are hopeful that the proposed increased capacity for call answering will result in a better standard of service provision becoming available for the benefit of all our patients in future. We do not consider it acceptable for our patients to experience such delays in their calls being answered. Patients are still able to book routine appointments (either for telephone or face-to-face - same day or routine) by telephone or in person each day. These appointments are available from 8.00am every morning, but as you can imagine they are booked up very quickly. We value the opportunity to discuss directly, either face-to-face or by telephone, if patients identify any problems with our service. This is helpful for us to learn their difficulties in more detail and provides a more satisfactory outcome for our patients. If you would like to discuss these issues in person, then please contact Caroline Hawkins, Patient Services Manager, by email: bnssg.mhccomplaints@nhs.net Please accept our apologies for any distress or inconvenience this situation has caused you.
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Review titled Terrible, avoid
Rated 1 star out of 5
by Anonymous - Posted on 28 April 2023
They make it extremely difficult to make an appointment. Despite having an online portal which they don't seem to use. Appointment times change dramatically. Three times now I've had phone appointments booked which they've rang earlier than, I'm talking by 2 hours which if you miss they deem you don't want it anymore. Don't care for the health of the patients at all.
Visited April 2023
Review titled Montpelier Health Centre
Replied on 02 May 2023
Dear Patient We are very sorry to hear this. In order to check the audit trail of your original booking to see how this happened, please can you contact Caroline Hawkins, Patient Services Manager - bnssg.mhccomplaints@nhs.net - to provide more detailed information to be able to look into this matter for you. Many thanks.
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Review titled Bad experiences
Rated 1 star out of 5
by Anonymous - Posted on 11 January 2023
Impossible to book an appointment by call Impossible to submit the form online, the robot doesn’t understand my condition and ask me to seek medical advice by myself I had my issue for 3 years and I have been so demotivated that I gave up the idea of having medical support
Visited January 2023
Review titled Montpelier Health Centre
Replied on 12 January 2023
Hi - we are very sorry to learn of your difficulties and are very keen to help. Please contact the Patient Services Manager, Caroline Hawkins on bnssg.mhccomplaints@nhs.net, and we can then discuss the issues you have raised and organise an appointment for you.