Bewick Road Surgery

Reception staff could be more compassionate

The receptionist's manner can seem quite blunt and may come across as unfriendly. There appeared to be insufficient support for those with caring responsibilities.

Staff apply rules inconsistently and lack helpfulness

The staff at this practice have been unhelpful and frustrating to deal with. Their approach to policies appears inconsistent—permissions that were previously allowed have later been refused, with references made to data protection regulations that seem to be applied arbitrarily. This inconsistency has created confusion about what is and isn't permissible when discussing family matters over the phone. These experiences have been time-consuming and disappointing, and this pattern has occurred on multiple occasions. The overall standard of service has been poor, and improvements in how patients are treated would likely help retain people using the practice.

Friendly practice with helpful experienced staff

Excellent service with both experienced and newer members of the clinical team who appear to be gaining experience. 😊

Reception staff were polite and helpful throughout

The clinician demonstrated genuine kindness and professionalism, taking time to understand my concerns and offering thoughtful guidance based on their expertise. Although I was initially hesitant to discuss my health matters, they created a welcoming environment that made me feel comfortable opening up. The reception team were equally courteous and supportive throughout my visit. I was very impressed with the care provided. 👍

Turned away at reception over catchment area dispute

Honestly, this was the worst experience I've had. I called to register after moving house, as I was no longer with my previous practice, and wanted to join this surgery like my housemate. I booked an appointment and was told I could register and see a doctor about a significant eye concern. However, after waiting behind someone with a lengthy appointment booking, the receptionist informed me I couldn't register as my address fell outside the catchment area, and subsequently cancelled both my registration and appointment. Interestingly, when my housemate called to update his address, this was accepted without issue. I found this deeply unfair and felt treated dismissively. The receptionist came across as unhelpful and indifferent, which I found particularly troubling given they work for the NHS. I'm frustrated that my taxes support staff who seem unwilling to assist patients, particularly when the task appeared to be simply adding my details to the system.

Friendly staff made the visit straightforward

Excellent medical professionals and a welcoming atmosphere.

Practice dismissed concerns without investigation

Avoid!!! I was a patient here for many years. However, I felt the practice prioritised addressing a complaint from a clinician over my medical needs when I left the surgery and travelled to the nearest hospital. There I received prompt treatment for a serious condition requiring urgent care. Following this incident, I received a letter making allegations about my conduct that I found deeply upsetting and inaccurate. When I attempted to discuss this matter with my doctor, I was unable to do so. I believe this response did not follow standard procedures. I later discovered the practice operates under a larger organisation, and my doctor held a position within its management structure. If you are seeking a practice that will treat you fairly and listen to your concerns, I would suggest looking elsewhere.

Friendly staff finally took my concerns seriously

Having relocated several times throughout my life, I have experienced care at multiple medical practices with differing results regarding my ongoing health concerns. I must say this is certainly the finest surgery I have visited to date, offering a welcoming atmosphere, compassionate approach, and genuinely supportive service. Should you be situated in the appropriate location, I would strongly encourage you to consider this practice.