Bewick Crescent Surgery

Staff genuinely go out of their way here

We made the decision to change practices after feeling our previous surgery was reluctant to provide regular appointments. Since making this move, my family and I have experienced a genuine sense of being valued as patients. The team members and clinicians have been outstanding and consistently make efforts to ensure we receive appropriate care. We have been very satisfied with our decision to switch and feel genuinely thankful for the support we've received. They absolutely merit the highest rating.

Friendly reception made booking straightforward

Fantastic experience with the healthcare provider

Quick appointments when you call first thing

Moved to the surgery last June and can't fault it at all. When calling first thing always get an appointment or call back and treatment sorted within the day generally. The GP I see is the best I have ever been under. Polite, thorough and genuinely cares. Very grateful to be at such a good practice.

Felt listened to and well treated

Excellent treatment thank you to the clinical team, particularly the nursing staff.

Reception staff weren't helpful with my query

The reception staff seemed unhelpful and appeared to lack knowledge when I interacted with them.

Friendly staff made me feel welcome

Excellent practice with a welcoming and supportive team.

Staff were helpful despite funding constraints

Excellent medical professionals and clinical staff. The only issues are systemic problems stemming from insufficient funding and cannot be attributed to the practice itself.

Long-standing patient with helpful phlebotomy team

An excellent practice that I have been a patient with for many years. The clinical staff are all wonderful and very supportive. The nursing team are particularly skilled at their work.

Phone callback system works really well

I have had a positive experience at this surgery over the two years since I relocated to the area. The entire team, from reception staff to clinical personnel, have been consistently excellent. The telephone system for callbacks functions effectively. The staff demonstrate genuine commitment to assisting patients, and any necessary tests are processed and communicated promptly, as are requests for medications. I am grateful to everyone at the practice for their support and care.

Phone appointment system works well

Medical practice. To obtain an appointment with a clinician, you need to telephone at 8am. Your information will be recorded, a clinician will contact you to discuss your concerns and if a consultation is deemed necessary, the reception team will be instructed to call you to arrange the appointment.

Long-term patient values consistent respectful care

I have been registered with this practice for over two decades. Throughout this time, I have consistently received excellent and respectful care. My family members are also patients here and have similarly experienced nothing but outstanding service.

Reception staff made booking appointments difficult

The clinical staff members are competent and approachable. However, accessing appointments can be challenging due to difficulties with the reception experience. There have been instances where requests for urgent appointments were not handled with the level of care and responsiveness expected, with responses that felt dismissive rather than helpful. Communication barriers at the reception desk have made it harder to escalate concerns or speak with alternative staff members. This initial point of contact significantly impacts the overall experience, particularly for those seeking timely medical attention. The reception experience appears to be a notable area where the practice could improve its patient-facing service, as this is often the first interaction patients have with the practice and sets the tone for their visit.

Quick patient transfer and staff took time to listen

I recently registered as a new patient at this practice. The transition process was efficient, and I was able to have a consultation and get my prescription arranged promptly. My regular medication was dispensed and adjusted as needed, and I was able to have blood work completed ahead of schedule. The team demonstrated courtesy and genuine attentiveness to my concerns. I am very satisfied with the care received today, particularly given the considerable demands the practice faces while managing limited resources.

Waited three weeks just for a form

One star rating. I found this practice to be extremely unhelpful and frustrating. The staff seemed disorganised and unmotivated. I waited three weeks to obtain a form, and during this time I made repeated phone calls only to be told that the relevant staff member was unavailable. When I requested to speak with a manager, my request was not initially accommodated. When the manager eventually met with me, I felt the interaction was handled poorly and lacked professionalism. I was disappointed by what I perceived as a dismissive attitude, particularly given that I felt I was being asked to remain calm whilst not receiving the same courtesy in return. A friend of mine obtained the same form from a different practice on the same day, which highlighted the contrast in service. Due to this experience, I have decided to register elsewhere as I do not wish to continue using this practice. I note that the practice has received mixed feedback from other patients online.

Booking appointments remains frustratingly difficult here

The appointment booking process, whether through telephone or digital means, has been quite challenging, with limited availability and unpredictable callback times. After submitting a request for a nursing consultation and waiting for most of the day, I was advised that another healthcare facility would be more appropriate for my needs.

Staff were polite and helpful throughout

The service provided was excellent, with staff members demonstrating politeness and helpfulness throughout.

Phone queue delays left me going in circles

Extremely frustrating experience. I called at the start of the day expecting a callback once I reached the front of the queue, but after nearly 2 hours with no contact, I called again. This time I waited on hold for 45 minutes only to learn that all available appointments were fully booked, leaving me with just the option of an online consultation. After completing this, I was informed that I would need to speak with a clinician, which felt like the entire process had to start over again.

Receptionists let down the triage system

The clinical staff were excellent. However, the reception team could be improved. The new triage system has proven to be quite problematic.

Phone queue barrier makes appointments difficult

Getting through at opening time is clearly a nightmare, being seventh in the queue and still waiting an hour later is unbelievable. Once you manage to get past that initial hurdle though, it's not too bad! The clinical staff are good but that first process really needs to be improved.

Weeks to reach someone, then turned away

Getting through to the practice takes considerable time, and when contact is finally made, concerns are often dismissed as non-urgent, leaving you back where you started. Additionally, some interactions with staff members over the phone were unhelpful and discourteous.