Bewick Crescent Surgery

Reception's appointment texting needs improvement

The reception team could benefit from improvements in their appointment communication system. I received a text notification about an appointment scheduled for the following day that I had no prior knowledge of. It was fortunate that I chose to call ahead to verify, otherwise I would have made an unnecessary trip. This has happened more than once. Additionally, the phone system is frustrating to navigate, requiring me to listen through multiple messages before reaching someone, with some messages repeating information already provided. After waiting through these prompts, I'm informed the practice is busy and placed in a queue. The lengthy phone process feels unnecessarily complicated.

Receptionist team made us smile during visit

I would like to thank the clinician for their professional approach during my several visits to the surgery. They made me feel very comfortable and at ease. The reception team were also wonderful, creating a positive and memorable experience that left me and my cousin smiling long after the appointment. It was a particularly pleasant interaction that I feel fortunate to have experienced. A big thank you to the entire team.

Phone lines constantly busy, no appointments available

The phone service is frustrating, with lines consistently busy during evening hours, making it difficult to book appointments once you finally connect.

Website didn't mention the training closure

I was disappointed to discover this morning that the surgery's closure for training purposes was not clearly communicated beforehand through the website or advance notification. Finding out about this at 8am via an automated message felt like an inconvenient way to learn this information.

Quick to sort issues and refer patients

Excellent practice, very efficient at addressing concerns and arranging referrals. Like many surgeries nowadays, you might need to make a few calls over consecutive days to secure an appointment, but if you have an urgent need to be seen the same day they will do their best to fit you in.

Reception staff were dismissive on phone calls

I attended the practice on two separate occasions and spent 45 minutes on the phone each time, only to be informed that no appointments were available and was advised to call back the next day. While I had no issues with the clinical staff, I found the reception team to be quite curt and unwelcoming during these interactions.

Felt listened to through various health issues

I have received excellent care over the past year while dealing with various health concerns. I am grateful for the support provided by all members of the practice team.

Phones constantly cut off, no appointments available

It is extremely frustrating to be a patient at this practice. The telephone lines frequently disconnect, and when you do manage to stay connected, you can spend considerable time waiting on hold only to be informed that no appointments are available. This has been a consistent experience.

Reception staff were dismissive about changing practices

Informed the receptionist about relocating to a different area and found the response to be quite curt, with the suggestion that registration at another practice would be necessary. The interaction felt dismissive and the call was concluded quickly. No guidance was provided regarding the process for transferring to a new practice. After many years at the current location, this experience was disappointing. It felt as though customer service training could have improved the interaction.

Impossible to book an appointment during work hours

This practice has been extremely frustrating to deal with. I have been attempting to secure an appointment for two months now, and the experience has been the same repeatedly - being asked to call back at an early morning time. Not everyone has the flexibility to spend their day making phone calls to the surgery, as many of us have work commitments that cannot be put on hold.

Reception staff dismissive when booking appointments

This practice does not offer same-day appointments when you call, which can be frustrating. The staff seem dismissive of concerns raised, and there appears to be an unwelcoming approach to patient complaints. I felt that the practice was not receptive to my feedback and that this may have affected how my care was handled going forward.

Felt genuinely listened to and cared for

The care provided here is outstanding, and the team demonstrates genuine concern for patient welfare. I would happily suggest this practice to anyone seeking medical services.

Appointment booking system needs urgent improvement

The appointment booking process requires improvement. Spending extended periods waiting on hold only to discover that no slots remain available that day is frustrating. It would be more efficient to inform callers in the queue when appointments are fully booked, rather than having them wait unnecessarily. The inability to reserve appointments further ahead, such as a week in advance, is problematic. Online booking options are limited and don't accommodate everyone's needs. Those without access to computers or mobile devices face particular difficulty in securing appointments in a timely manner. The current system warrants reconsideration as it feels inequitable and creates unnecessary stress. A more practical approach would involve making routine appointments available at least a week in advance, with a small number of slots reserved each day across all locations for urgent cases. This feedback reflects genuine concerns about the service. Many patients likely share similar frustrations regarding how appointments are managed and believe the system needs restructuring to better serve everyone's healthcare needs.

Phone queue chaos makes booking impossible

The appointment booking system is frustrating, requiring calls at 8am to secure same-day slots. However, getting through proves difficult regardless of how many attempts are made, and when connection is achieved, available appointments are often already fully booked.

Friendly staff made switching back worthwhile

Relocated away from the area and switched to a different practice, which wasn't as satisfactory. Upon returning to the area, I transferred back to my original practice and have found the staff to be welcoming and approachable, with no concerns since then.

Impossible to reach reception for same-day appointments

The appointment booking system presents significant challenges, requiring calls at 8am to secure same-day slots. However, reaching the practice by phone proves extremely difficult regardless of how frequently one attempts to call, and when contact is made, available appointments are typically already fully booked. My wife has called repeatedly throughout the week without successfully speaking to anyone. She is understandably distressed about a health concern she has identified, and the current situation falls short of acceptable standards. While the clinical staff are competent, actually obtaining an appointment represents the primary obstacle, and this issue appears likely to worsen. We have consequently decided to register elsewhere so that my wife can access timely GP consultations. For prospective patients, registering at this practice may prove frustrating given the apparent capacity constraints. The surgery appears to be operating beyond its current capacity, making it difficult for patients to receive the care they need.

Quick appointments and genuinely helpful staff

I have been a patient at this practice for several years and have consistently found the team to be highly professional, efficient and supportive. The appointment booking process is straightforward and waiting times are minimal. The facilities are well-maintained and the practice continues to make improvements. I appreciate the quality of service provided.

Quick prescription service every time

The practice has consistently demonstrated helpfulness and efficiency. Prescription collection has always been quick, with minimal waiting times.