Beech Tree Surgery

I have been with this surgery for a few years and I've had teething problems with admin and being seen by a different practitioner each time...but in the last year or so, I have struggled with an underlying medical problem and I've never had any issues with getting appointments etc quickly. The team that deal with emails are very good, as they always acknowledge and are quick to sort things out. I've never had to wait more than a week to be seen and I usually can get a same day appointment when booked via the app first thing. I was recently seen by a Dr Chapman out of hours because of some symptoms I had. I was grateful to be reassured by her and that she found time to assess me, outside of usual hours. There are clearly some communication issues going on behind the scenes between departments, but the individuals who you are assessed by are thorough and efficient.

I saw an advanced care practitioner called Matthew who saw all three of my sons who have tonsillitis. He was brilliant with them and I am very grateful to have been given an appointment for all three of them. I received their antibiotics within a few hours of contacting my GP practice, which feels very responsive to their needs. I also thought the trainee receptionist was lovely and helpful. Beech Tree isn't my regular GP practice, but I was very impressed.

Receptionist was rude. I was calling for my partner and before I could even finish my sentence she interrupted me abruptly saying “date of birth”. As someone who has worked in that position themself, you are supposed to wait until the patient has finished their sentence, rather than interrupt them mid sentence.

(1/2) This place is disgustingly lacking in empathy, understanding & mental health illness identification; my appointment there today, reminded me why I’m no longer a patient at the surgery. I’m a new mum, my baby is 6 days old & needed feeding prior to my appointment. Unfortunately this meant I was approximately 7 minutes late to my appointment; when I tried to use the self check in system, it stated it couldn’t check me in as I was ‘too late’ for my appointment. I then stood in a queue to check in with the only receptionist working at the desk, for about 5 minutes; I received a text message whilst stood in the queue advising me that I’d failed to attend my appointment! Clinician refused to see me for that appointment, and rebooked the appointment for an hour later. An hour later, the same thing happened again, so I spent 10 minutes on hold prior to my appointment to let them know I was going to be late again, as I was feeding my newborn. At 6 days PP I uncomfortably squeezed myself into the back of the car, between 2 car seats to finish feeding my screaming newborn, so I wouldn’t be as late to that appointment. I was approx 5 minutes late, & arrived feeling incredibly distressed and very emotional. Tried to discuss with the clinician how the whole situation had made me feel, how I felt the surgery had caused me, my newborn & husband, complete undue distress by not seeing me in the first place …..he responded by saying “I’ll stop you there, it was me, not the surgery”, then continued to lecture me on how he had been inconvenienced because I was late for my appointment & how he’d called me 3 times at my first appointment & for my 2nd appointment. I tried to explain that I’d been feeding my newborn both times, which he wasn’t particularly interested in, I tried to explain how the self check in wouldn’t check me in & how I’d stood in the queue for at least 5 minutes to check in…..I didn’t even get to the part where I squished myself into the backseat to finish feeding my newborn because at every opportunity he got, he reminded me that I was the one who was late ! He further told me I had an attitude & if it carried on he wouldn’t continue the consultation! Then proceeded to tell me I had 5 minutes of my appointment left & if I wanted to be seen today, I needed to just get on with it! I was left in tears throughout the whole appointment, which he wasn’t particularly interested in. When I asked if he was going to apologise for the way he was treating me, he said he didn’t think he had anything to apologise for because I was the one late for the appointment! Yes, clinically he met my needs by checking me over, sending a lab sample & prescribing antibiotics, but holistically, his care was completely devoid of understanding or empathy for a vulnerable woman who’d given birth not even a week ago! Reception team no better. Tried to complain, they told me to fill in a feedback form (shouldn’t have to explain as a new mum that I don’t have the energy or mental capacity to do that right now), so I told them to log it for me. Halfway through doing so, a random woman who didn’t bother to introduce herself, told me to go down to the bottom window to discuss the issue. Proceeded to tell me I was ‘shouting’ & they wouldn’t tolerate it….I naturally have a very loud voice, & she would have known if I was ‘shouting’ at her; She simply disliked the way I was being authoritative & firm with them as an advocate for my own health & wellbeing. I asked her if she thought the level of care I’d received today was acceptable, & she “refused to comment on the situation” & if I wanted an apology from the clinician or the surgery, I had to log it in a feedback form (despite me repeating the fact I don’t have the capacity for that right now!) .

I have just taken my 89 year Old mother in law into Beech Tree surgery. I was delighted how she was treated, with respect and patience. She was not rushed at all, she was listened to, and the symptoms and treatment was explained in full and to her understanding. Which gave her reassurance.

I cannot thank this surgery enough for the empathy, understanding, care and medical help that I have been given since I joined the surgery two years ago. Without exception, every doctor, nurse, medical practitioner, receptionist and telephonist is worthy of this 5 star review. I have unfortunately been a frequent flyer this last year so I’ve had every opportunity to have a negative experience, but this has NOT happened. On every encounter, I have been treated with kindness, understanding and respect. I have not experienced this kind of medical comfort since the 90’s. Thank you Beech Tree Surgery. You are absolutely the best.

If I could leave a rating of zero I would. I had asked for a telephone appointment; during the first few moments of the call someone came to my door. I was having a new washing machine delivered which unluckily happened at the same time. I showed them in and moved out of the way to another room so as to continue my conversation with the GP who contacted me. A couple of minutes after this the delivery people shouted me in to sign a delivery receipt and for them to confirm something about plumbing and the GP said and I quote “I can’t be dealing with all these interruptions and instantly terminated the call” Hands down the worst and rudest experience with a GP I’ve ever encountered.

This is a fantastic GP practice, I'm so impressed how quick, easy and effective their online tool anima is to use. I've required the service of the practice a few times over the past year for myself and my children and have used the online tool, I've received a response within a few hours at most each time and have either been seen face to face, had a telephone consultation or advised to pick a precription up form pharmacy. I can't fault this service at all.