Alnwick Medical Group

Reception staff dismissive when calling about urgent matter

When I called today to ask about obtaining a death certificate, I was assisted by a member of the reception team whose manner I found to be particularly abrupt. On other occasions, the staff have been courteous and supportive. However, on this occasion, the person who took my call displayed a lack of sensitivity, suggesting that a death certificate was not something that needed prompt attention. While this may not seem pressing from their perspective, for someone who has recently experienced the loss of a parent, obtaining this document is a significant matter that enables them to proceed with funeral arrangements.

Phone lines constantly busy and unresponsive

I have been attempting to reach the practice by telephone for well over forty minutes without success. While I understand the surgery handles a significant volume of calls, I feel this wait time is unacceptable. I would suggest implementing a call queuing system and considering additional staffing to manage demand more effectively. I am very disappointed with this experience.

Couldn't reach me about my repeat prescription

I was unable to obtain my repeat prescription as the practice needed to have a conversation with me, but they neither contacted me in writing nor by telephone to arrange this.

Impossible to get through on the phone

I have attempted to contact the practice on multiple occasions during morning hours without success. The online booking system shows no available appointments. This situation is frustrating, particularly when dealing with health concerns that require prompt attention.

Merger left booking system struggling badly

Prior to the merger, I would have rated this practice highly. Since the integration, the operational systems appear to be struggling. The administrative team, clinical staff, and wider workforce seem understandably stretched by the current arrangements. Significant improvements are needed as the present setup is not serving anyone well. Patients appear to only receive attention when their situations become urgent, which feels reactive rather than preventative.

Helpful reception staff made the difference

Consistently supportive and accommodating.

Long phone queues for repeat prescriptions

Be prepared for a lengthy process if you need to contact the surgery by phone. It took many attempts to get through regarding a repeat prescription request, and once connected, I was put on hold for a considerable time. When someone eventually answered, the call was disconnected immediately. The regulatory authorities may benefit from examining how this merged practice operates.

Long waits for phone and appointments

It takes a considerable amount of time to reach the practice by telephone. There are lengthy waits to be seen once you arrive. Getting an appointment in the first place is difficult because the phone lines are not answered promptly.

Hard to book an appointment by phone

The clinical staff are competent, however accessing appointments presents a significant challenge. The telephone line frequently appears unavailable, necessitating repeated attempts to get through. Implementing a queuing system would be a more convenient alternative. This situation is quite frustrating.

Phone lines impossible to get through on

I have consistently found the clinical staff at the practice to be of a high standard. However, my experience with other aspects of the service, particularly following the recent merger of the two locations, has been considerably more challenging. The primary obstacle has been accessing the practice by telephone. Today alone, I made 14 attempts to reach the practice; each time, the line was engaged. It seems counterintuitive that a switchboard exists if callers cannot get through. I encountered the same difficulty last week. When I eventually did connect, I waited on the repeat prescription line for an extended period before eventually giving up as my call went unanswered. I wasn't seeking a clinical appointment, which is fortunate given that the practice was only accepting medical emergencies at that time. My reason for calling was simply to request an adjustment to medication quantities, as advised by my husband's specialist that his dosage needed to be increased. I also placed an order for his other regular medications at the same time—a straightforward request, one would assume. However, the order was processed incorrectly, with one essential medication completely omitted from the repeat prescription. With no opportunity to resolve this over the bank holiday weekend, I have been attempting since early this morning to correct the error, yet I cannot even get through on the telephone line. As a result, my husband is currently without his prescribed medication, and the consequences of this are noticeable. I must say that even the single star rating I have given feels generous.

Appointments available and staff are friendly

The practice generally maintains good appointment availability and punctuality. The clinical staff and reception team are both pleasant and welcoming. One minor consideration is that the on-site pharmacy can be slower during busy periods if you need your prescription urgently, though there are alternatives such as using a local pharmacy in town or arranging delivery if time is a concern. This is not a significant issue as pharmacy queues are fairly common across most services.

Parking tip saves money at surgery

Medical practice with challenging parking arrangements at the front entrance, so it's advisable to use the rear carpark instead. While parking does technically require payment, enforcement appears minimal as the initial period is complimentary. Many visitors report parking regularly without purchasing tickets or incurring penalties, suggesting the system operates with limited oversight. Even accounting for potential fines, this approach would likely prove more economical than paying consistently over an extended period.

Reception staff announced test results publicly

I have consistently experienced high-quality clinical care from the medical and nursing staff, and the administrative team have always been courteous and welcoming. However, I am deeply concerned about the new appointment booking system that has been introduced. When I contacted reception recently to book an appointment with an available clinician to discuss some test results, the receptionist disclosed sensitive medical information in a manner that could be overheard by others in the waiting area. I was uncomfortable with my private health details being discussed so openly where other patients might hear. This approach to handling confidential information troubles me greatly, and I question whether current protocols adequately protect patient privacy as they should.