Alnwick Medical Group

Appointment booked but no confirmation call received

Arranged an appointment through 111 over the weekend for early in the week. Did not receive the expected telephone call. Found this to be an unsatisfactory way of handling patient care.

Getting face-to-face appointments feels nearly impossible

I recognise that staff at the practice are likely stretched, particularly during busier periods, but the challenges are significant enough that I feel they should openly acknowledge the difficulties with their current systems and consider making substantial changes. Obtaining an in-person appointment with a clinician feels extremely difficult unless you present with something that appears urgent. I have attempted the online consultation process on several occasions, but the experience involves completing a questionnaire (assuming the system is accessible), followed by a delay for an initial response, then further waiting for a telephone consultation at an unspecified time, which you may not be available for, then receiving general guidance that is readily available elsewhere, before facing a lengthy wait for any follow-up appointment and repeating the entire cycle. I have noticed similar concerns raised in other feedback, with the practice providing responses, but I do not believe they fully grasp the frustration and sense of being let down that patients are experiencing.

Friendly staff who really listened

The team here demonstrated warmth and attentiveness. The staff members showed genuine concern for patients' wellbeing.

Impossible to get through on the phone

How is it possible for anyone to secure an appointment at this practice? On multiple occasions, I've waited in the phone queue only to be disconnected by reception staff, requiring me to call back and rejoin the queue as a much lower priority, only to be informed that there are no available slots. This is extremely frustrating. It has taken me well over a week simply to have a conversation with a clinician.

Impossible to reach anyone about medication changes

I am rating this as one star only because there is no option for a lower rating. I experienced the discontinuation of my medications for a cardiac condition without prior notification. Similarly, my respiratory medications were ceased without prior discussion. I have found it extremely difficult to reach anyone at the practice for clarification. The service does not meet the standard I would expect. I am in the process of lodging a formal complaint with the relevant regulatory body.

Online form blocks access to doctors

It's frustrating trying to reach a clinician when the online booking system creates barriers. The system seems to automatically redirect to alternative services based on certain responses. I haven't been able to access an appointment in several years because I've found the process too difficult to navigate. I've raised concerns repeatedly through various feedback channels, but haven't received responses. It appears that only positive feedback receives acknowledgment, rather than genuine patient concerns being addressed.

Friendly staff made me feel welcome

Recently signed up with this local medical centre and could not be happier with the clinical team here. The doctor I have been treated by is one of the best I have ever encountered. Thank you

Helpful staff despite difficult appointment access

Excellent practice with genuinely supportive staff members. While appointment availability can be challenging, this appears to be a widespread issue affecting most practices rather than a problem unique to this one.

Reception staff helped with NHS app setup

New to the practice and I can genuinely say that all my experiences have been excellent. The reception team were very helpful in assisting me with app access issues. The clinical staff member I've seen on several occasions has been consistently pleasant and approachable, and I really appreciate the online consultation service that's available. Thank you very much.

Prescription delayed for urgent heart concern

I had an extremely negative experience at this practice. I attended an appointment on a Friday morning and was advised that medication would be necessary to address a potential health concern. However, by Tuesday afternoon, I still had not received the prescription despite the apparent urgency of the matter. I found the overall handling of my care to be disappointing and inefficient.

Same-day appointment and results before tea time

Excellent service. I called this morning without anticipating an appointment would be available the same day. I was offered a consultation at 9, an imaging scan at 11.40 and received my results by evening. Thank you to everyone at the practice, particularly the helpful member of the clinical team who assisted me.

Long wait to speak with a doctor

The appointment system is frustrating and difficult to navigate. The waiting period to speak with a healthcare provider is excessively long. The team members are pleasant when you do manage to connect with them. I would not suggest this practice to others.

Kind and understanding, but location's inconvenient

Excellent healthcare professionals. Consistently demonstrate kindness, empathy and encouragement. I do wish there were a practitioner available in my local area.

Phone lines actually answer when you call

I have consistently received excellent service at this practice. When the online consultation system is unavailable, I am able to reach someone by telephone, though there can be a wait which is understandable given the demand. The reception team are consistently courteous and professional. The clinical staff are always supportive and conduct thorough consultations. I feel fortunate to have access to such a high-quality practice.

Proactive care and welcoming staff made the difference

Since relocating to the area, I have been very impressed with the care provided by the local medical practice. The team has proactively offered me preventative health assessments and laboratory investigations that were not available at my former surgery, and every staff member I have encountered has demonstrated both courtesy and professionalism throughout my interactions.

Phone lines constantly busy and unreachable

Difficulty reaching the practice. The telephone line was persistently busy.

Early morning calls finally got through

I was able to reach the medical team on two occasions before mid-morning today. I have a scheduled appointment with a healthcare professional for the following week and have submitted an online consultation request with confirmation that I will receive a response within an appropriate timeframe. I find this level of service to be excellent. I am very grateful to the entire practice for providing such a positive experience.

Struggling to reach the practice by phone

Unable to reach the practice by telephone, and whenever I attempt to submit an online consultation form, the system appears to be unavailable. The issue isn't serious enough to warrant emergency services, but I would appreciate some guidance nonetheless.

Phone lines constantly busy and unresponsive

This medical practice is extremely frustrating. I called right when the office opened in the morning and have been trying for nearly an hour without anyone picking up the phone. My calls keep getting disconnected. I have a sick child at home and this is completely unacceptable.

Quick responses and easy appointment access

I have consistently received outstanding and timely responses to my queries and have been able to access appointments with healthcare professionals without significant delays.