Birtley Medical Group

Hard to book an appointment here

It can be quite challenging to secure an appointment at this practice.

Team listened and provided real help

The doctor and team at this practice have been absolutely wonderful and made a real difference to my care - I'm very grateful.

Pharmacy visit might be better option

Not worth the effort. You'd be better served visiting a pharmacy instead.

Friendly staff made the appointment easy

Welcoming and supportive experience

Nurse made the blood test easy

Had a blood test today and the healthcare professional was very pleasant and helped me feel relaxed 👍

Reception didn't accommodate elderly patient needs

Called in response to correspondence that an elderly patient with hearing difficulties received regarding the need for an appointment to discuss test results. The patient had previously attended for consultation about significant cognitive concerns. Reception staff indicated they had no documentation of the letter and instructed that a telephone call would need to be made at an early morning time. Given the patient's communication challenges and memory difficulties, this approach presented practical obstacles. The experience raised concerns about whether adequate consideration was given to the particular needs of patients with dementia and older age groups.

Reception friendly but appointment delays disappointing

The reception team provided excellent service, but unfortunately the experience declined from there. The appointment ran eleven minutes behind schedule, and the clinical staff member declined to perform a blood test, which I found to be quite upsetting. Given that I manage several ongoing health conditions and have consistently waited well over thirty minutes at previous visits without raising concerns, I felt this refusal was disproportionate to the minor delay on this occasion. 😒

Receptionist went the extra mile with a callback

I've had mixed feelings about this practice in the past, but I had a really positive experience with the team at the surgery today. I called to request a face-to-face appointment and was initially told that none were available, which is fairly common. However, the receptionist offered to check again, though the situation remained the same. Shortly after, I received a phone call from them which I didn't answer, followed by a text message informing me of a cancellation that had become available for that same day. I thought the receptionist was particularly courteous, attentive and considerate for taking the time to reach out and notify me of this opportunity. Not all receptionists would go to that effort, as some might simply let the slot go to whoever happens to call next.

Can't get through for an appointment

Likely one of the least satisfactory GP surgeries in the area. There appears to be little point attempting to secure an appointment, as the practice consistently reports being fully booked whenever contact is made.

Reception staff were dismissive during booking call

I contacted the reception team to book an appointment, however the interaction fell short of what I would consider professional standards. The staff member appeared rushed and dismissive when responding to my questions, and I felt my concerns were not handled with the care I would have hoped for. This experience was quite disappointing, and I would appreciate to see improvements in how patient inquiries are managed going forward.

Impossible to book appointments without early morning calls

After spending over a year attempting to secure an appointment, I eventually managed to obtain one with assistance from a healthcare professional conducting a medication review via telephone. However, following that appointment, I now require another consultation to discuss updated medications and obtain necessary documentation. I'm facing the same difficulty accessing an appointment unless I'm able to call at 7 am, which isn't feasible for me due to my current medication situation. This leaves me unable to proceed, as my documentation has expired and I cannot obtain the medications I require until I've had a consultation with a clinician. Expecting someone with significant sleep-related difficulties to make calls at 7 am seems unreasonable. I am currently exploring alternative medical practices in the local area that may be more accommodating to patients' individual circumstances and availability.

Early arrival didn't prevent confusing appointment mix-up

I arrived at the medical centre at 6:30 am to secure an appointment due to experiencing significant pain. Upon opening at 7 am, I was given an appointment slot for 8:40 am and completed my registration. After waiting approximately 40 minutes, I approached the reception desk to inquire about the status of my appointment. The staff member was unable to provide me with clear information, so I requested to speak with a manager. The manager informed me that I had been placed in an emergency appointment slot, which came as a surprise. When I asked why this had occurred, I was told there had been an error during the booking process. I then asked when I would be seen, as I had other commitments that day. The manager appeared unable to provide a definitive answer and suggested I would need to wait until a clinician became available. I expressed my frustration about the situation and indicated I would be making a complaint. The manager's response felt dismissive. When I requested the manager's name, she initially declined to provide it, only doing so after I stated that she was obliged to share this information. I felt that the interaction lacked professionalism and empathy, and I was disappointed by what I perceived as an unhelpful and dismissive attitude during a time when I was in discomfort and distress.

Staff listened and followed up with helpful guidance

Attended the surgery today and was seen by a clinician who was very understanding regarding my health concern, and ever so helpful. Came away feeling more positive. Later in the morning, the clinician phoned me, offering guidance on how to take my medication, which I thought was very kind of them, as they had clearly given thought to my problem. I have been with this medical practice for many years, and have never had a problem with any of the doctors or staff. Thankfully I don't visit regularly, but when I do I find the clinicians very understanding and they do listen to your problem. Just had to give this review, as I find this medical practice does their best in the circumstances. Thank you.

Quick response got me the help I needed

Attended hospital this morning due to experiencing significant knee discomfort that had persisted for several weeks. Was informed at the hospital that imaging wouldn't be provided as the pain wasn't injury-related, and was advised to contact my GP practice instead. I submitted an online consultation and received notification that I would hear back by the following evening. However, I was pleasantly surprised to receive a phone call within twenty minutes, and an appointment back at the hospital was arranged for that same evening. I was very satisfied with the responsiveness and support provided, finding the service notably more efficient and helpful than my experience at the hospital reception. Excellent work by the practice team.

Circular process left me stuck and confused

Attempted to schedule an appointment but was unable to secure one. Followed the suggested route of submitting an electronic consultation instead. Was subsequently advised to contact the practice to arrange an appointment, only to find that no slots were available. The process felt circular and unhelpful. Remains uncertain about the next steps to take.

Helpful advice despite long waiting times

The practice staff are consistently supportive whenever I seek guidance. Appointment availability could be better, though this appears to be a common issue across most healthcare facilities dealing with high patient demand.

Quick phone call ended long-term patient relationship

I was recently informed via telephone that I no longer fall within their practice boundaries, despite having been registered there for nearly four decades since childhood. Although I have been living outside the area for the past eight years, the practice had continued to accept me as a patient until now. When I submitted a request for an online appointment today, I received a phone call approximately five minutes later advising me that I would need to register elsewhere. I feel the service has deteriorated considerably over time, and this decision to remove patients feels particularly frustrating given that the clinical team are familiar with my medical history and ongoing care needs. This experience has been very disappointing.

Unhelpful staff left me seeking care elsewhere

The reception staff and clinical team have been unhelpful and dismissive throughout my visits. I have found it increasingly difficult to attend appointments and am seriously considering changing to a different practice. During a recent consultation, when I raised significant health concerns, I felt the clinician was unwilling to engage constructively with my worries. When I requested further investigation, the response suggested there was limited capacity to assist. A blood test was eventually offered but only after a considerable wait. I chose to seek alternative care at accident and emergency instead, where I received the support I needed. On multiple occasions, the guidance I have received has not been adequate, and I have subsequently required hospital admission. I feel my concerns have not been taken seriously.

Reception and staff went above and beyond

I have been in contact with this surgery over several months regarding my elderly relative. I have found no issues with this practice, as the reception team, prescribing staff, practice nurses and GPs have all demonstrated helpfulness and compassion, going the extra mile to support me in managing my relative's pain relief and exploring potential longer-term solutions following a recent home visit. While I recognise the concerns raised by others in the feedback section, having observed the local area expand significantly through successive housing developments until reaching near capacity, I question whether this surgery has received corresponding increases in funding or staffing to accommodate the substantially larger patient population they now serve compared to when the practice first opened. It seems unlikely that additional resources have been provided, which may account for any perceived decline in service provision. I believe the local planning authority should bear responsibility rather than the surgery itself, as it is unrealistic to expect service quality to remain unchanged when a town's population has grown substantially without proportional investment in healthcare infrastructure.

Phone queue cuts off after waiting too long

If you wait beyond 31 minutes, the unhappy automated voice informs you that staff are unavailable due to high demand and your call is disconnected. The unwelcoming initial recorded message about the NHS experiencing exceptional demand sets a negative expectation for the service quality you're about to receive. I can access my father's medical information from a distance, but I've been instructed that I must visit in person simply to update my email address in order to view copies of his test results, as remote access is not available to me. The reception staff came across as unwelcoming and unhelpful. I was informed that I would need to schedule a full appointment with a clinician just to obtain a copy of routine monitoring test results that are reportedly satisfactory. This seems counterproductive given the surgery's stated capacity issues. When I attempted to book an appointment in advance, I was told to call at 7am on the next day and was asked to complete a feedback form about my dissatisfaction. My father was able to get an appointment, but was told he could only address one health concern per visit, which seems problematic if his symptoms are interconnected or if he has multiple current issues that should reasonably be covered in a single appointment. I was somewhat surprised the surgery received a rating of 1.6 stars, as I would have anticipated it to be lower. The hold music and automated voice are equally unpleasant. My father spent the entire day waiting for a callback from his clinician and is now on hold again, hearing the same unhelpful repeated message about unprecedented demand.