The Boulevard Medical Practice

The reception team are professional, friendly and curteous. My family have always had positive experiences when visiting the surgery and feel well cared for including the non clinical team GP's & practice nurses.
The issue is the misinformation regarding change of practice within the surgery. New procedures are implemented, such as pharmacy consultations when attending a previous visit to the GP instructions are provided to rebook with a GP.
You have to advocate and ensure you are heard to make an appointment as procedures have now changed, although as a patient you were instructed by the GP to see the GP. There is no capacity to make three monthly face to face appointments which the GP has recommended and instructed you to do so. Therefore you have to settle for a telephone appointment which will result in making a face to face appointment and you cannot be given a time just all day. People work and have commitments too - a timeline of the morning contact list or afternoon contact list, does not feel too much to ask. Obviously requests are noted regarding time but overall that then becomes a GP decision.
The patient voice, if not confident will be unheard and unlistened too. The pharmacy service sadly has been problematic due to again miscommunication and information of needing to see the GP to prescribe a repeat prescription, than to be informed that you no longer are required to see a GP just the pharmacy the pharmacy say you need to see a GP. It is stressful and unfortunately the reception team tend to have to gate keep an apologise for situations that they completely empathise with but have no power to change. The same day appointment system has worked for our family in the past and does continue to do so. It is the follow up / routine appointments and repeat prescriptions which you would expect to be a straight forward process that is unfortunately is challenging and needs to be improved on.

After the surgeries merged I was concerned with the level of patient care. Over the last 12 months this has improved . The standards have picked up and there level of care from the majority of the reception staff to the Dr's and practioners, their service has been good or excellent.

The care is OK but the organisation could be better. When I am told the doctor will call me back it could be anytime between 9-6 which isn't very helpful. It would be better if we were told a 2 hour time slot.
They were able to provide information for my husband in Urdu.

Wait times on the phone are OK and I usually get an appointment for the next day if i ring up first thing. Doctors are nice.

For months I tried to get my husband to be seen by a doctor but we were just given telephone calls which weren't useful. It was only when my husband's health really deteriorated and he ended up in hospital that they cared and would call us to check how he is and offer us check-up appointments to mage his condition.
If they had acted sooner he would not have got so unwell in the first place.

This GP practice is okay, but you got to ring up and wait a long time to get through to book an appointment which is really annoying.

Felt dismissed , not really listened too , shut down , unimportant. Not treated like a whole person ...just a faulty body part .

Once with the right person fine but getting them requires same questions asked by at least 3 people. Have begun to wonder if there are any doctors there. Had a bad experience in 2016 of misprescribing.

My father-in-law is 94 and has still not had his covid vaccine (8th Feb 2021). He lives alone with terrible foot problems and legs which are sore and painful and need attention. He has constant falls and is almost blind due to cataracts. We live in Wales and cannot visit so we rely on his Doctors and nurses to help him as much as they can. When I emailed the practice I received a message to say they had received it. No other reply. When I rang to complain about the practice I was told by a receptionist that I was 'being rude'. To say I am furious would be putting it mildly.

I have always been dealt with in a friendly, sympathetic and professional manner at this surgery. Dr Yaseen sets an absolutely fantastic example with his warm, sympathetic and professional manner. He's just a great human being, as well as being a marvellous doctor. It really seems a privilege - to me, at least - to be dealt with in such a way (despite the fact that I may be in pain, feeling less than my usual self, etcetera, etcetera, etcetera. Within seconds of being seen by any receptionist, and with the consultation being only a few minutes away, I always begin to feel better. Why? Because I KNOW that a member of this wonderful team will do their very best to help me in any way that they can.