Birtley Medical Group

Phone queues too long, unhelpful reception staff

Extremely disappointing experience. Called early in the morning and the line disconnected after a considerable wait. When I called back, it took another lengthy period before I could reach someone. I had just received positive test results after an extended period of trying to conceive and was advised that I didn't require a consultation, only to complete a form at reception. I felt that a proper appointment to discuss matters with a clinician would have been more appropriate, as suggested in various resources for those in my situation. The reception staff came across as dismissive and unwilling to help, frequently seeming to want to end calls quickly. Additionally, the automated message about facing exceptional demand seems incongruous given that these issues appear to be longstanding rather than recent.

Friendly reception but frustrating appointment system

Excellent clinical staff and healthcare professionals. The reception team are welcoming, though the appointment booking system can be frustrating, with lengthy waits only to be informed that all slots are unavailable, requiring a callback the following day.

Frustrating same-day only appointment booking system

I recently relocated to the Birtley area and registered with BMG. Since October, I have been experiencing persistent respiratory symptoms including coughing and recurrent chest infections. I have attempted to arrange appointments on two separate occasions without success. On both attempts, I was informed that I would need to call on the morning of the desired appointment to secure a same-day slot. This approach differs significantly from other practices I have used previously, which offered greater flexibility with appointment scheduling and telephone consultation options. Given my work commitments, I find it challenging to arrange time off at such short notice. As a result, I have decided to transfer my care to an alternative practice. The current surgery has been the least accommodating of all the medical providers I have experienced. My symptoms remain unresolved, and despite submitting two electronic consultation requests, both responses directed me to call at 7am the following day to book an appointment. I continue to feel unsupported in managing my ongoing health concerns.

Felt unheard and uncared for here

Poor experience with the medical team, as I felt there was a lack of concern shown towards patients. I am currently looking to switch to a different practice and would recommend others consider doing the same.

Reception staff dismissive about transport difficulties

Called the GP surgery at 7am seeking an appointment for my child who was experiencing significant ear discomfort. After getting through at 7.20, I was informed that no appointments were available, even for children, and was directed to an alternative location. When I raised concerns about accessing care without personal transport, I was advised to use public transport or a taxi. This response felt dismissive, particularly given current financial pressures many families face. If I had wanted to use a GP practice in a different area, I would have registered there instead. The service quality has been consistently poor over an extended period. The approach to appointment availability feels overly restrictive, and the reception team appeared indifferent to my concerns. Having a single GP surgery serving the wider area is insufficient and unsustainable. The situation requires meaningful improvement.

Booking system needs urgent improvement

This practice delivered excellent care in earlier years, but the experience has deteriorated significantly since then. While the clinical care provided by healthcare professionals remains satisfactory, the administrative systems governing appointment scheduling, online consultations, phone communications, and reception services have become increasingly problematic and disorganised. It seems unlikely that substantial improvements will materialise in the near future, suggesting that patients will continue to encounter considerable frustration with these processes.

Phone system makes appointments nearly impossible

The practice appears inadequate for its intended function. The telephone system is problematic, with getting through being exceptionally difficult. Obtaining an appointment to see a clinician is similarly challenging. Staff requests for improved pay seem questionable given the service delivery issues currently experienced. The practice seems reluctant to move beyond pandemic-related restrictions and return to standard operations, though this appears unlikely to change. Overall, the service falls short of acceptable standards and requires significant improvement.

Long wait with no communication update

Had an appointment scheduled and waited significantly past the appointment time without being seen. If there were delays, it would have been helpful to receive advance notification via text or phone call to manage expectations about potential waiting times.

Appointment chaos forced complaint to get seen

The service has become quite disorganised. An elderly patient was passed between different departments regarding an appointment for a serious health concern. A formal complaint was submitted, and only then was an appointment provided. The patient was given conflicting instructions about how to access care. The practice would benefit from significant improvements to its processes.

Couldn't get through on the phone line

About as helpful as a chocolate teapot.

Couldn't get through on the phone line

I would rate this practice lower if possible, as the current rating appears to be overly generous.

Getting through on the phone takes forever

Getting an appointment can be challenging, but once you do manage to secure one, the clinical staff are genuinely welcoming and supportive. However, the telephone waiting experience is quite frustrating. Regardless of when you ring, you may find yourself on hold for anywhere between 10 minutes to around an hour, and the hold music can become rather tedious over extended periods.

Long phone queues make booking difficult

I called yesterday at 07:30 and was informed that all appointments for that day were fully booked. I called again at 07:00 this morning. I have been waiting on hold for 50 minutes while listening to a message warning that disconnecting and calling back would result in losing my position in the queue. On three separate occasions, the automated message indicated I had selected Option 2 despite not pressing anything. The clinical staff are highly competent, however the current telephone appointment system is extremely frustrating. It is disappointing given that the practice provided a better service a decade ago.

Phone queue system leaves patients unable to book appointments

I would leave a negative rating if possible. I found the appointment booking process extremely frustrating. When I called early in the morning, I waited on hold for a considerable length of time before receiving a message apologising for the extended wait and suggesting I try calling back during quieter periods, after which the call disconnected. My relative experienced a similar situation, also waiting for an extended period before being disconnected. Despite attempting to book at different times as suggested, I have been unable to secure an appointment, as slots appear to be unavailable whenever I manage to get through.

Phone lines constantly busy and unresponsive

I found it difficult to reach the practice by phone during early morning hours, as calls went unanswered for an extended period.

Doctor didn't call when promised

If I could, I would give this zero stars. It's an absolute joke. I was supposed to receive a call on Wednesday but it never came. When I phoned that evening, I was told the doctor had already left for the day and that someone would call me at 9.30 the following morning. However, that call never arrived either. The level of care at this practice is unbelievable.

Long wait on phone, no appointments available

Attempted to reach the practice by telephone early in the morning and waited approximately half an hour before someone picked up, only to be informed that there were no available appointments.

Reception staff were unhelpful and dismissive

This establishment does not deserve a positive rating; the overall experience was disappointing.

Couldn't get through on the phone

Not a satisfactory experience.

Receptionist queue made appointment difficult

Disappointing experience at this practice. The service quality fell short of expectations, and the reception staff seemed unhelpful and inefficient.