The Family Practice
Western College, Cotham Road, Bristol, Avon, BS6 6DFContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about The Family Practice.
Reviews
-
Review titled Poor patient appointment system
Rated 2 stars out of 5
by Anonymous - Posted on 18 March 2023
I don't visit the GP often. When I need to book an appointment there is an answering system that asks the caller to choose from three options, the first one is the reception option. On pressing this option it takes you straight back to the options again and again on a loop. I decided to drive to the GP and then I had to wait for a call back later, that day so the drive there was almost pointless other than to book an appointment which should be possible to book via a telephone call. When I asked about the poor phone system I was told " It's not our fault, there is only one person answering the phones" a bit defensive so I assume there had been other complaints. This poor booking system has been the same for months. So I asked to see a practise manager and was asked why, I said I wanted to discuss the poor phone system. I was told, "well you'll have a long wait! Brilliant. So I told the staff member "I'll wait in the waiting area until someone is available. Not much in the way of customer satisfaction! I have been thinking of transferring to another, more compassionate and understanding GP and think my decision has now been swayed though, speaking to other, hardworking tax payers, there is little customer service left, replaced by, "Fend for yourselves". My complaint was ventually taken calmly but the staff member admitted the system doesn't work! The Locum GP was very good but all a bit demoralising at a time of ill health!
Visited March 2023
Review titled The Family Practice
Replied on 20 March 2023
I was sorry to read about your experience. If you would like to contact me at the practice, I would be keen to look into this. Kind Regards, Kathy Turner Business Manager
-
Review titled Great practice
Rated 5 stars out of 5
by Gemma Barry - Posted on 10 March 2023
I was offered a face to face appointment within a few days of calling the practice. The gp listened really well, gave good advice, examined me and put me through for a test and scan to determine the issue. Thorough and reassuring- great practice many thanks.
Visited March 2023
Review titled The Family Practice
Replied on 13 March 2023
Thank you very much for taking the time to leave your review. I pleased to be able to pass your feedback on and the team will be happy to know that you have been well looked after. Kind REgards, Kathy Turner Business Manager
-
Review titled excellent practice
Rated 5 stars out of 5
by diana Bruce - Posted on 26 February 2023
I have been very promptly supplied with antibiotics when I requested them and have been given both face to face appointments and helpful phonecalls about my condition.
Visited February 2023
Review titled The Family Practice
Replied on 27 February 2023
Thank you for your review. I will pass your comments on to the teams and I know they will be pleased to know that You are happy with your treatment. Kind Regards, Kathy Turner Business Manager
-
Review titled Excellent practice
Rated 5 stars out of 5
by Professor David Pendleton - Posted on 31 January 2023
Western College has always provided me with great care. All the GPs and nurses have been similarly helpful, caring and attentive. Thanks for it and long may it continue.
Visited January 2023
Review titled The Family Practice
Replied on 01 February 2023
Thank you for your lovely comments. The team work really hard to provide the best service to patients that they can in some very challenging situations. I'm delighted to pass your feedback on. Kind Regards, Kathy Turner Business Manager
-
Review titled Harder to see a doctor than get Glastonbury tickets
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
I have been under investigation with the Dr for an ongoing issue. I recently had some abnormal test results texted to my phone with a recommendation to book in with the Dr to discuss. To my surprise, even though this is clearly a follow up, the surgery does not book routine appointments at all! I was instructed by the receptionist to call back the following morning in the 8am queue for urgent telephone appointments 2 days later. This is not an urgent matter such that I would happily wait 3 weeks but I really do need to speak to my Dr about it. Following this advice I have attempted 60 times to get into the telephone queue as suggested but the line simply says “user busy”. Honestly I think it’s appalling to give someone results via text message and then not provide appropriate opportunity for follow up. Terrible patient care. As soon as my issue is resolved I will be looking for a new surgery. Would not recommend this surgery to anyone which is a shame as the Drs have always been kind when you’ve managed to jump through every hoop and get to see one.
Visited January 2023
Review titled The Family Practice
Replied on 24 January 2023
Thank you for your feedback. I'm sorry to hear you are having problems booking a routine appointment. Everyday we have routine appointments to book however they are in demand and book up quickly. The GPs also have follow-up slots where applicable. Anyone who needs an urgent appointment will always be contacted by a GP on the day. I am more than happy to meet with you if you would like to contact the surgery. Kind Regards, Kathy Turner Business Manager
-
Review titled Great practice staff
Rated 5 stars out of 5
by Anonymous - Posted on 18 January 2023
We had both our 8 week baby development check and first immunisations yesterday. The doctor and practice nurse were both great and really caring, and we didn’t have to wait long between appointments. Great service considering all the pressures the NHS are under! We really appreciated the feeding area for after the injections too! Thank you!
Visited January 2023
Review titled The Family Practice
Replied on 18 January 2023
Thank you for your feedback. I'm pleased you were able to use the feeding area that has been conveniently placed outside of the Treatment Room exactly for that reason. I have passed your comments on - they really do make a difference! Thank you. kind regards, Kathy Turner Business Manager
-
Review titled Caring and compassionate
Rated 5 stars out of 5
by Joel Baillie-Lane - Posted on 16 December 2022
I’ve had cause to visit the Family Practice twice in the past week. I’ve not been feeling very well but also didn’t want to take up valuable time when there are others who might be worse than me or needing urgent attention. On both occasions the 2 doctors were caring, compassionate and clearly had my interests at heart, and they took their time despite the enormous pressures on them and the NHS in general. I’m an awe of the dedication of the medical profession generally under the great strains on their time and financial constraints. Their dedication and mental strength is immense, and they deserve massive gratitude from us all. The Family Practice really does seem to me to a very special place and I’m grateful to be a patient registered there.
Visited December 2022
Review titled The Family Practice
Replied on 18 January 2023
Thank you very much for taking the time to leave your feedback. We have a great team here who are really dedicated to our patients. Your feedback means a lot to everyone here. Kind Regards, Kathy Turner Business Manager
-
Review titled Excellent GPs
Rated 5 stars out of 5
by Anonymous - Posted on 03 October 2022
This is an excellent practice and the GPs are fantastic. They’re very understanding and took the time to look at the bigger picture and my individual circumstances. I’ve had a lot of contact with them over the last six months and their service, clarity of explanations, and care has been excellent. Thank you!
Visited October 2022
Review titled The Family Practice
Replied on 04 October 2022
Thank you for your feedback. The teams here work really hard to ensure that patients see the right person at the right time and such feedback means a huge amount to them while they are working in challenging times. I know your comments will be very much appreciated. Kathy Turner Business Manager
-
Review titled Downward spiral of a practice
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2022
I've been placed on a long referral waiting list, after finally being referred after months of appointments. The long waiting list is bad enough, but symptomatic of the NHS as a whole, as I understand. The way this practice is run however, seems to be going downhill rapidly, at a rate all of its own. It's nearly impossible to get an appointment, even resulting in patients being told to line up outside once the clinic opens, rather than calling up. An online booking system has long since been taken down. Add to that a very rude receptionist, and it's made me move to another GP clinic. A huge shame to see this clinic go down over the last few years.
Visited October 2022
Review titled The Family Practice
Replied on 16 December 2022
I am sorry you are having difficulties and that you feel you have to move practices. The NHS is under huge pressure at the moment and everyone is working very hard to meet the demand. However, I would be happy to speak to you about your experiences should you care to get in touch with me at the practice. Kind Regards, Kathy Turner Business Manager
-
Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 September 2022
Excellent flu clinic - separate phone line for booking and I was in the surgery for no more than 8 minutes to get my jab during the clinic. Super.
Visited September 2022
Review titled The Family Practice
Replied on 26 September 2022
Thank you very much for your comments and I am so pleased to be able to pass them on to everyone here. A lot of planning goes into the flu clinic so those especially involved will appreciate your review. As well as our own team we were also assisted by our patient volunteers who often step up to help with guiding the flow of patients, car parking etc. and we are grateful to them for their time and support. Kind regards, Kathy Turner Business Manager