Beechwood Surgery (Newport)

Nightmare clinic with impossible phone access

This medical practice is absolutely the most frustrating healthcare experience I've encountered. Getting through to schedule an appointment is practically impossible. Their phone line is perpetually unresponsive, and after spending hours attempting to connect, you're ultimately dismissed and told to retry the next day, often being cut off before explaining your persistent week-long efforts to reach them. Without question, they represent the absolute worst clinic imaginable. I recognize they're operating under significant strain, but implementing a functional communication system would dramatically improve their service. On the rare occasion you miraculously secure an appointment, the medical staff themselves are genuinely pleasant and professional. However, such opportunities are extremely uncommon.

Persistence pays off after countless calls

In my personal interactions with medical professionals, when I've managed to secure an appointment, the experience has been relatively satisfactory. However, the process of actually reaching someone is incredibly challenging. I had to make a staggering 227 calls before getting through, which is absolutely absurd. Even prior to the COVID-19 pandemic, many general practitioners already had inadequate communication systems. The pandemic prompted many healthcare providers to adopt better technological solutions, which could have alleviated the sense of complete desperation. Most patients are understanding and recognize the immense pressure on medical practices, and are generally patient. What truly frustrates people is the very real risk of being unable to connect at all, leaving them feeling abandoned and struggling to access care.

Terrible gp surgery with frustrating phone service

This general practice is absolutely dreadful. Twice now, I've been stuck on hold for nearly an hour, only to have someone pick up the phone and then pretend they can't hear me before abruptly cutting the call! Getting an appointment is nearly impossible, and they insist you see a doctor for a referral even when it's blindingly obvious that a simple referral is all that's needed. People complain about NHS funding, but surely providing a sensible, efficient service that doesn't squander both the doctor's and patient's time should be basic common sense. Moreover, there are frequent periods when the phone line is constantly engaged while the reception staff appear to be doing absolutely nothing. I'd love to switch practices, but from what I've gathered, every GP surgery in Newport offers equally substandard service. It's a complete disappointment across the board.

Patience pays off at this caring hospital

Despite the lengthy process, it's understandable given the resource constraints of the healthcare system and high patient volume. The staff and physicians are exceptional, and I wholeheartedly endorse this facility.

Terrible service left patients waiting in cold rain

Waited outdoors in the pouring rain for an additional hour beyond my scheduled time, only to discover that the nurse was absent due to illness. No communication was provided to notify patients of this last-minute cancellation. Vulnerable groups, including children and seniors, were also left standing in the wet conditions for an extended period.

Nightmare clinic with impossible phone and appointment system

After making over 370 attempts to connect, I spent the entire day trying to reach someone, only to be met with extreme frustration. When I finally got through, I was placed on hold for over 20 minutes and then received an incredibly rude response. Upon requesting an appointment, the receptionist abruptly stated it was too late and told me to call back the next day, hanging up before I could say anything further. I've now attempted another 250+ calls to book a doctor's appointment and have completely given up. If you attempt to visit in person, you'll be turned away without an appointment. The service quality is rapidly deteriorating. Even worse, they've redirected me to Alway Clinic, which was an even more catastrophic experience. The clinic had no receptionist, just one doctor and one nurse, and I was abandoned in the waiting room for over two hours. It's an absolute organizational disaster.

Terrible phone service at this medical office

It would be helpful if someone would actually pick up the phone. I suspect the doctors are unaware that their staff is consistently ignoring incoming calls.

Exceptional care beyond expectations at local gp surgery

This medical practice serves a vast geographical region with a significantly larger patient base compared to any previous healthcare provider I've been registered with, and yet they consistently demonstrate attentiveness and provide personalized guidance. Even during a routine telephone interaction to relay my blood test results, the receptionist proactively offered advice about improving my potassium levels. The entire team exhibits remarkable professionalism and warmth, managing to maintain an exceptional level of care despite the immense challenges of operating during a global pandemic, with its complex health and safety protocols and constant communication demands. They consistently make patients feel valued and ensure that no query or concern seems burdensome. I am genuinely delighted to have become part of this practice. My sole disappointment is that I did not discover and join them earlier in my healthcare journey.

Caring doctors, but frustrating appointment system

I've been fortunate with my doctors so far, and they seem more compassionate compared to my previous medical experience. The reception staff have consistently been incredibly supportive and friendly. However, the primary challenge lies in simply scheduling an appointment or establishing initial contact. The process of reaching their answering service can consume hours, and once connected, being placed on hold can extend from three-quarters of an hour to two full hours before receiving assistance. While medical professionals discourage self-diagnosis through internet research or impromptu hospital visits, the complexity of determining the appropriate healthcare provider can be overwhelming, even for someone exercising reasonable judgment. How many individuals ultimately suppress their health concerns and endure discomfort because they cannot dedicate an entire day to telephone communication and are simultaneously advised against direct medical facility visits? It seems evident that the practice should have long since implemented additional communication lines, increased telephone capacity, and expanded reception personnel - particularly given the apparent permanence of their current COVID-era operational approach.

Terrible customer service and impossible phone lines

Can't ever get a hold of anyone by phone, and if you miraculously do, you'll be stuck waiting around for an hour and a half. I've been attempting to reach them between 2-4 PM about my blood test outcomes for the past couple of weeks, but their phone lines are perpetually jammed.

Compassionate care with professional medical team

These medical professionals are truly commendable - kudos to them for their excellent work.

Compassionate care from a truly exceptional nurse

Kelly Donegan is an exceptional healthcare professional who provides outstanding nursing care. Her skills, compassion, and dedication truly set her apart as a top-tier nurse.

Frustrating healthcare experience with endless wait times

Completely impossible to schedule a consultation, with daily wait times stretching endlessly, only to be informed there's no availability for a fortnight. Citing COVID as an excuse is convenient, but this has been their standard practice all along.

Exactly what i needed simple and perfect

Outstanding

Terrible customer service and impossible to reach

Completely impossible to reach them. Their phone lines are perpetually jammed with 'call back' messages. Steer clear of this company if at all possible.

Terrible medical center with impossible phone access

Terrible customer support! Nearly every attempt to contact the medical practice by phone ends in frustration. Today, I spent over an hour making more than 50 call attempts, only to be met with a persistent "user busy" message. This isn't a recent Covid-related issue; the problem has been ongoing and progressively deteriorating. Previously, I've endured phone wait times exceeding two hours without ever reaching anyone. During one visit, I discovered the receptionist was single-handedly managing both in-person and telephone patient interactions, which seems to be their standard operating procedure. This understaffing explains why patients struggle to communicate with the practice. Management appears completely indifferent to these significant communication barriers. Why haven't they implemented a proper phone queuing system like other medical facilities? It's unacceptable that patients are essentially blocked from accessing basic healthcare communication. I strongly urge them to overhaul their current ineffective system and create a more patient-friendly approach to communication!

Rude receptionist ruins an otherwise helpful experience

I typically find the reception team quite supportive and empathetic. Last week, I was instructed to call back this week about my mother's medication. When I phoned around 11:45, the staff member I spoke with was dismissive, constantly interrupting and talking over me. Her demeanor was extremely unprofessional and certainly did not reflect well on your medical practice. I'm reluctant to share a critical review because I genuinely recognize that your staff operate under significant stress, and in most instances, they are indeed very accommodating. On this particular occasion, however, I believe my criticism is entirely warranted.

Terrible medical practice with discriminatory and unprofessional staff

I found this medical facility utterly unacceptable. When I attempted to schedule a doctor consultation, I was flatly denied and told only a nurse would see me. The front desk staff displayed an appalling level of disrespect. After lodging a complaint, I was eventually granted an appointment, but then made to wait an excessive hour, prompting me to leave in frustration. Later that day, the practice manager (Kelly) called my home to criticize my behavior, clearly demonstrating they never genuinely intended to provide medical care. As someone struggling with anxiety and depression, I believe this treatment was intentionally harmful. Furthermore, the practice manager explicitly stated that non-British patients receive preferential scheduling over British citizens, which is deeply discriminatory and unethical.

Compassionate doctor who truly cares about patients

Dr Carr stands out as an exceptional physician (though I'm uncertain if he remains at the practice) and appears to be Newport's sole consulting GP from what I understand. Following our daughter's hospital discharge, he personally telephoned to inquire about her health and recovery. I sincerely hope all general practitioners could demonstrate such compassionate care, and I deeply wish medical professionals were provided with improved workplace environments. Overall, I'm convinced healthcare workers genuinely strive to deliver the best possible care.

Frustrating experience with scheduling and staff errors

Scheduling has been a persistent challenge, with multiple instances where even after securing an appointment, the staff failed to properly log it in their system, causing significant frustration.