Alnwick Medical Group

Impossible to get through on the phone

It is very difficult to get in touch with this practice. The staff do not seem particularly responsive unless concerns are raised formally. The overall standard of service falls well short of expectations.

Impossible to book an appointment here

It is extremely difficult to obtain an appointment at this practice. The booking system appears inadequate and would benefit from a comprehensive overhaul.

Practice kept going through challenging times

I appreciate the practice's continued dedication to patient care during the challenging period of the pandemic, managing both the significant vaccination rollout and other services throughout this extended timeframe.

Complaint submitted but never acknowledged

The experience wasn't particularly positive, and I felt compelled to lodge a formal complaint. Unfortunately, I didn't receive a response to it, and I'm uncertain whether it was properly forwarded to the appropriate management. I would suggest considering other options.

Medication delayed and critical feedback deleted

I have still not received my prescribed medication two weeks after it was initially requested through the specialist clinic, despite making a follow-up telephone call today to chase this. When I shared my concerns about this delay on social media in response to a post suggesting the practice provides efficient service, my comment was removed. It appears that only positive feedback is permitted on their social media channels.

Online system left me without proper guidance

Called the prescription service and was instructed to use the online system instead. I attempted this but was unable to locate the option I needed, so I contacted the surgery to explain my difficulty. I was advised to select the closest available option or call back the following day. I felt that if the staff member had taken a moment to assist me through the online consultation process, I might have been able to resolve the matter more effectively. I also tried the online approach on another occasion and struggled to navigate it, so I rang the surgery again. I was told to make another attempt, which proved to be quite frustrating.

Reception sorted my eye infection quickly

What a relief! I'm really grateful to the reception and clinical practitioner teams. I contacted the practice today about an uncomfortable eye issue that was concerning me, particularly given the upcoming holiday period. The problem was quickly assessed, appropriate treatment was recommended, and I received my medication at home within a couple of hours. I'm genuinely thankful for how efficiently everything was handled.

Phone lines blocked, forced to call elsewhere

This practice appears to be inaccessible as patients are consistently directed to call the out-of-hours service even when the surgery is open. Regardless of when you attempt to contact them, there are no available appointments and you are redirected elsewhere for assistance. This applies even for urgent concerns involving young children. The experience was deeply frustrating.

Receptionists make it hard to reach a doctor

It has been quite challenging to obtain an appointment or have a conversation with a clinician. The initial hurdle involves interacting with reception staff, who I feel could benefit from improved communication skills. I experienced a lack of courtesy throughout my interactions, and felt that my concerns were not taken seriously. As a result, I have chosen to discontinue using this practice's services. In my view, this is a poorly run facility, and I have found that researching symptoms independently has been more helpful than the support provided. Despite being a patient here for two decades, the standard of care has declined significantly over time. While some might attribute this to recent circumstances, I believe the issues with listening and responsiveness have been longstanding. I am now considering whether I need to pursue private healthcare in order to receive adequate attention to my health concerns.

Waiting for blood test results is frustrating

I've been unwell for more than a fortnight and eventually managed to get through to a clinician who organised some blood work for me the previous week. However, I'm still awaiting the results and am somewhat worried about how long the diagnostic process is taking.

Online booking requires information you don't have

I contacted the practice to request an appointment and was informed that no slots were currently available, though I was directed to use the online booking system. When I attempted to book online, I encountered missing information needed to complete my registration. This required me to telephone the surgery again to obtain these details, after which I had to navigate through the online form questions once more to reach the submission point for the required information. At this stage, I still hadn't been able to describe my actual health concern. The soonest callback appointment offered was several weeks away, which felt like an extended wait given the current date. This experience felt frustrating and reflected a decline in service quality. I hadn't used the practice for some time, and the process appears to have become more difficult. The practice does receive credit for the ability to request repeat medication through the online system, which I find convenient and helpful.

Helpful staff but the app needs work

I have found nothing to criticise about this practice. They have delivered the assistance I required when I needed it and I have not encountered a more supportive team. The only drawback is that the e-consult application on android devices can be frustrating to use. Thank you for the excellent work :-)

Online booking made appointments much easier

The practice has made noticeable improvements since my previous feedback, and the availability of online services has made accessing care considerably more convenient than the previous experience of lengthy telephone waiting times.

Online booking tool made getting advice straightforward

I felt it was important to share a positive experience, as it appears that dissatisfied patients are often more motivated to leave feedback. Having previously lived and worked overseas, I returned to the UK where I found the healthcare systems in other countries to be considerably less developed and more costly. I notice that some local residents do tend to express nostalgia about how services used to be. However, based on my own experience, I have found the service to be of a high standard with staff who are both approachable and competent. Recently, I needed to seek advice about a potential health concern and wanted to be cautious. The online assessment tool functioned effectively and suggested I should speak with a clinician. When I called, I was able to reach the reception team within approximately 15 minutes. A clinician subsequently returned my call within a few hours and was able to provide helpful guidance and reassurance.

Phone receptionist unhelpful when seeking urgent help

I contacted the practice this morning seeking guidance regarding my young child who was unwell, experiencing a high temperature, vomiting on several occasions, and appearing lethargic. The receptionist I spoke with was unhelpful. She indicated that the schedule was fully booked that day, which I understand happens regularly, and mentioned that a clinician would ring me back to assess the situation, though she was unable to provide a specific timeframe. Given how poorly my child appeared, I found it frustrating to encounter difficulties in accessing support through the NHS, particularly when young patients require prompt attention and are unable to communicate their symptoms clearly. I believe the practice should consider expanding its medical staffing to ensure all patients, especially unwell children, can receive timely care.

Caring practice that listens well

A very supportive and attentive practice.

Impossible to reach by phone or book appointments

The service was disappointing. It is difficult to reach the practice by telephone, and obtaining an appointment to see a clinician in person is challenging. The practice tends to favour telephone consultations or directing patients to speak with nursing staff, who then indicate they will consult with a doctor and provide a callback later the same day.

Phone queue led to unhelpful nurse practitioner callback

Called at 8am seeking a GP appointment. Was informed that no slots were currently available, and was offered the option to see a nurse practitioner instead, despite having already consulted one at another facility a week prior for the same issue, with advice to return to a GP if symptoms persisted. Was also given the possibility of receiving a GP callback. Three hours later, a nurse practitioner called back. She was unable to provide assistance due to lack of available appointments but offered an appointment with her the following day at 10am. This was inconvenient given work commitments outside the local area. Contacted 111 for guidance, who provided an excellent service and indicated that a GP consultation was needed within 2 hours, and arranged a callback. However, no appointment became available until the following evening. The service received from the practice was deeply disappointing. During the call, the nurse practitioner appeared not to be fully engaged with the concerns being raised and demonstrated minimal enthusiasm in addressing the situation.

Helpful staff squeezed us in quickly

I am visiting the area and needed to arrange a medical appointment for my child. Since I had not brought along a particular medication device that is only used occasionally, I was unable to get assistance from our regular practice, which is located some distance away. This practice was excellent, with staff who were genuinely helpful and accommodating. The clinician was able to fit my child in despite the short notice and was able to provide the medication that was required. I would appreciate it if our usual practice operated with the same level of service and responsiveness as this one demonstrated.

Phone callback system didn't work for my situation

I received a sick note that didn't meet my needs, so I called first thing to request a replacement. I was informed I would need to speak with a clinician again. This would have been acceptable under normal circumstances, but given my current mobility limitations, living in a remote location with poor signal coverage, and having to navigate between floors to make calls, it presented a significant practical challenge. I haven't been able to sleep in my own bed since returning home from hospital. The current system feels impractical and lacks consideration for patients in difficult situations.