Took A Week To Respond To Email
Wanted a private appointment for an eye issue that the NHS is never going to sort out and they took a week to respond to a simple "Is this something you can help with?" email.The response was: "Please submit an online requested, using our website."Given that I visited the website and there's no obvious way to do that, I thought the reply I got was really poor. they didn't even provide a link to the relevant page.Went to a more professional practice.
P
Avoid this surgery at all cost
Avoid this surgery at all cost. The only person I have nothing wrong to say about is Andy (mental health department) he’s very helpful every time. The reception & the nurses I cant say the same. Impossible to get appointment even after completing the health request they will pick and choose when to contact you back even though it states same day contact from them on health requests. Doctors are incompetent diagnosing you with something then prescribing wrong medications and causing you complications. Within my 166days of sickness I only got to see physiotherapist whole 1 time. The other day requested appointment for my 6YEAR old who once again is being ignored by them !
Dominika Drutel
Absolutely horrible practice.
Absolutely horrible practice.I have been with this GP for about 2-3 years and I had no health concerns until recentlyEven though I am a healthcare professional, I have never encountered such poor practice in healthcare.I’ve had a health concern for about 7 weeks. The first appointment was with a nurse practitioner. She is the only professional that addressed my needs and informed me of the way forward.My recent appointment was with a doctor who made me feel absolutely terrible. I came out of the appointment feeling very helpless. I had to sit in my car and cry for while before driving home. It’s horrendous how a patient’s concern is never addressed until something terrible happens. I have filed a complaint with the ICB and PALS team, and I will go further to wherever I can to I make sure that people accessing healthcare are treated properly. You may want to register elsewhere if you considering this practice.
Beryl Maccarthy
I thought the service would improve…
I thought the service would improve from being non-existent but was proven wrong despite the intervention of the MP. I went in today to ask for a future GP appointment but was sternly told by the receptionist that I have to do it online. My question about elderly without computer illiteracy was ignored. Guess what, I encountered "Service not available" on trying to use online booking . Still not a suitable GP practice and still going to straight to Urgent care center. I hope Brooklands Health Centre is not getting any money for service not provided. Still terrible service as ever. wastage on ineffective glam like web page not of major benefit to patients. Typical example of wastage and ineffective service to be plugged.
mak
Use Bupa for an appintment
I had no choice but to give Brooklands Surgery one star, as it won't let me choose none. I just can't believe I have spent 1hr and 20 minutes on the phone just now, without getting through to speak to a receptionist...of which 20 minutes of this was being number one in the queue. I recieved a text message today asking me to make an appointment after my kidney results came back abnormal. It said to use the triage service, which of course wasn't working, no appointments. So, I rang... and eventually hung up after 1hr 20 mins. THIS IS COMPLETELY UNACCEPTABLE, very, very, very, very disappointing. I would suggest to everyone to pay £250 a year to see a BUPA doctor. Their app always works and they always answer your call, and you get to choose to see someone in person, video call or phone call. Once you see them, they can write a referal letter for the NHS if needs be, so you are only paying the £250 a year to get unlimited appointments.
giovanni
Poor healthcare
So called early morning at 8 am was put in the queue for about 10 minutes, not so bad. But the bad news then came, I was made aware that I add to go online and fill in the form. I did that and it was confirmed, waited until 18:25, I couldn't even rest waiting for the phone call to happen, absolutely unacceptable. called the practice to find out what was happening, was on hold until just after 18:30 and got cut off. Poor health center, needs a lot of improvement.
Mr. Jose Sousa
Utter disappointment
While the doctors and medical staff at this surgery are kind and helpful, the administrative side and management are utterly incompetent. It’s shocking that, according to Healthwatch, they have over 30,000 patients — yet clearly nowhere near the staff needed to support them.This seems to be driven by nothing but greed: taking on more and more patients without ensuring they have the infrastructure or clinicians to meet basic demand. The result? A complete failure of service.Trying to get an appointment is a daily battle. Amid the chaos of school runs and morning routines, you’re expected to be glued to the clock, refreshing an online booking system that shuts down within minutes because “capacity is full.” If you dare to call instead, you’ll be lucky to be caller number 30 — and even then, you’ll only be told there are no appointments and to call 111. What’s the point of having a GP if they repeatedly push patients elsewhere?Their mismanagement doesn’t just waste time — it actively harms patients. You reach out for help with one health issue, and come away with two: they’ll trigger your anxiety while offering no real solution.Frankly, the management deserves a rating below zero. The system is broken, and the people responsible for running it should be held accountable. If you’re hoping to maintain your mental health, stay far away from this surgery.Utter disappointment.
Nazish Khan
Just want to say thank you
Just want to say thank you to Dan connelly for sorting my back out amazing guy and very kind thank you so much Darren
Darren Jeffery
Needs serious improvements
Operose lost the contract to run this surgery last year to OneMedical and I was hoping for better service but sadly not. The doctors are good once you manage to get an appointment but the management and admin are beyond a joke. I sent an urgent email last April to the then Practice Manager which was never even acknowledged let alone dealt with. I am a 70yo cancer patient who recently tested positive for COVID. A referral for urgent anti virals went astray and I didn’t receive them . Again my complaint has not even been acknowledged yet . Also my medical records do not show my most recent major surgery which took place in January 2024. I even physically took in my discharge letter and I know the hospital inform them directly. This is dangerously incompetent. I will be contacting the local ICB and also my MP.
Denise Latner
Needs serious improvement.
First I would like I say the receptionist I've seen have all been very helpful, especially Yasmin.The Doctors who I have seen have all been pretty helpful and nice.The problem Is how this place is run, way too many patients, 23k I think there is?!? Can never get through on the phone, literally hours waiting even just to speak to receptionist?Forget about trying to get a same day appointment aswel even ringing dead on 8am, no chance.
Ra Ra
Heartfelt Appreciation for Yasmin’s Outstanding Service
I wanted to take a moment to express my heartfelt appreciation for the exceptional service I received during my recent visit to the clinic.Yasmin, one of the team members, went above and beyond to ensure that my experience was not only smooth but also exceptionally pleasant. Her professionalism, kindness, and dedication to her role truly stood out. She exhibited a level of customer service that sets an inspiring example for her colleagues.Yasmin's patience in addressing my concerns, her willingness to answer all my questions, and her warm, welcoming demeanour made me feel valued as a patient. It's evident that she takes great pride in her work, and her commitment to providing top-notch service is commendable.In an era where exceptional customer service can be a rarity, Yasmin's exemplary performance is a testament to her dedication to your clinic's mission and values. She undoubtedly sets a high standard for others to follow.I believe it's crucial to acknowledge exceptional individuals like Yasmin, who not only excel in their roles but also make a significant impact on the overall patient experience. Her service has left a lasting impression on me, and I wanted to ensure that her efforts are recognized and celebrated.Once again, please convey my sincere gratitude to Yasmin for her outstanding service. She truly embodies the spirit of exceptional customer care, and I am grateful to have had the opportunity to interact with her.Thank you for maintaining such a high level of service excellence at your clinic. I look forward to future visits knowing that I will be in capable and caring hands.
Homeowner
The place is an absolute joke
The place is an absolute joke. Appointment booking reduced to an online lottery where limited slots are made avaible at 8:00am or 8:30pm only. After making your booking the appointments (for a specific time slot) you may be lucky enough to get a telephone call anytime during that day, often you will not get a call. My wife needed a referal for a specialist for suspcted bowel cancer, it took 6 weeks after sending them the test results before this was eventually sorted by them. I went for a consultation because I was worried about my blood pressure, the doctor didn't even check it for me and was more concerned about getting me out and on my way. The only things you need from a doctors practice is a booking process that works and a doctor that responds in the way he/she is trained to. This practice has neither.
Warren Davies
