A MEDICAL centre in Frampton Cotterell has responded to criticism over waiting times and staff following a barrage of complaints.

In the past few months, patients at Frome Valley Medical Centre have taken to social media to complain, with many hitting out at the time it takes to get an appointment.

Others have spoken of the “lack of flexibility” at the practice, which caters for 15,000 patients, as well as alleged rudeness from staff.

Jane Hayward, writing in the Winterbourne and Watley’s End Facebook group, said: “I’ve only had bad experiences personally.

“I called for a same day appointment as I had a rash that looked similar to meningitis, to be told that the nurses are on lunch and wouldn’t help me.”

Another user of the social media blog, Laura Fogg Rogers, wrote: “Health visitors have been gone for a year, and routine appointments take three weeks. It’s a postcode lottery as my parents in Manchester can be seen that day.”

This week, Jane Andrews, chairman of the Patient Participation Group (PPG) for Frome Valley Medical Centre, contacted the Gazette to respond to some of the issues that have been raised recently.

She said: “Our surgery is certainly better than many others nationally and if you really need to see someone urgently there is never a problem.

“We know that wait times are reducing now and that there is a lot of hard work going on at the surgery to make sure that patients get good service and treatment, and that most patients appreciate this.”

She added that people wishing to make a complaint should go through the official process in place at the surgery. 

After the recent criticism, many patients have come forward to the Gazette to praise the staff and services.

Anne-Marie Dacey, who is from Coalpit Heath and has used the practice for 36 years, said: “I think they are fantastic and have no issues with them at all. 

“My mum has received fantastic care regarding her treatment for her epilepsy and brain tumours both in the past and currently. 

“They may not always get it right but we are lucky to have a really good surgery.” 

Ann Lockett, who is from Winterbourne, told the Gazette that she always has good service at the centre.

"I recently experienced dizziness to the extent that I couldn't sit up without feeling sick.

"I called for an appointment and was told that they didn't have any available for the Monday and that I could either call them Monday for an urgent appointment or I could request a call back that day.

"I opted for the latter and was called back in due course. They recommended I was seen that day and was given an appointment for later that day."

Anyone wishing to make a general comment about the practice can contact the PPG via email (fvmcppg@gmail.com) or by leaving a message on reception.

The Gazette approached the medical practice for a comment but did not receive a response.