Birtley Medical Group
Bad! (83 reviews)
Bad! (83 reviews)
Patients report significant challenges accessing this practice, with lengthy telephone waiting times and difficulty securing appointments emerging as consistent concerns. The booking experience is frequently described as frustrating, with callers experiencing waits of 30 minutes to an hour, calls being disconnected, and online systems proving ineffective. Communication issues extend to medication requests, referral processing, and follow-up arrangements, with patients reporting delays and lack of clarity about next steps. Reception experience varies considerably, with some patients describing dismissive or unhelpful interactions, though others have found staff courteous and attentive.
Where patients do manage to access clinical care, the quality of healthcare provided by doctors and nursing staff is generally praised as professional, thorough, and compassionate. However, this positive clinical experience contrasts sharply with the systemic access and administrative barriers that precede it. Concerns about continuity of care, organisation, and responsiveness to patient needs are widespread, with several patients reporting they have switched or plan to switch to alternative practices due to these persistent service issues.
The practice appears to face capacity pressures that impact appointment availability and telephone responsiveness. While some patients acknowledge these broader challenges, others express concern that the current systems fail to adequately serve vulnerable groups, including elderly patients and those with complex health needs requiring flexible booking options.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
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Generate CQC evidence reports
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Patients report significant challenges accessing this practice, with lengthy telephone waiting times and difficulty securing appointments emerging as consistent concerns. The booking experience is frequently described as frustrating, with callers experiencing waits of 30 minutes to an hour, calls being disconnected, and online systems proving ineffective. Communication issues extend to medication requests, referral processing, and follow-up arrangements, with patients reporting delays and lack of clarity about next steps. Reception experience varies considerably, with some patients describing dismissive or unhelpful interactions, though others have found staff courteous and attentive.
Where patients do manage to access clinical care, the quality of healthcare provided by doctors and nursing staff is generally praised as professional, thorough, and compassionate. However, this positive clinical experience contrasts sharply with the systemic access and administrative barriers that precede it. Concerns about continuity of care, organisation, and responsiveness to patient needs are widespread, with several patients reporting they have switched or plan to switch to alternative practices due to these persistent service issues.
The practice appears to face capacity pressures that impact appointment availability and telephone responsiveness. While some patients acknowledge these broader challenges, others express concern that the current systems fail to adequately serve vulnerable groups, including elderly patients and those with complex health needs requiring flexible booking options.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Jen F.
5 years ago
Bad!
Office dismisses patient feedback without reading reviews
I was disappointed to learn that feedback submitted through this platform is not reviewed by the practice management, as they believe only dissatisfied patients tend to leave comments here. I find this approach concerning, as it means valuable feedback about the service experience may be overlooked. Patients should have their concerns acknowledged and considered as part of efforts to improve care.
Lukas L.
5 years ago
Bad!
Long waits and poor organisation throughout
This medical practice has been disappointing to experience. The organisation appears poorly managed, with significant delays being a consistent issue. Additionally, I felt the practice was not welcoming or respectful towards me. I would rate this experience very poorly if I could.
Helen D.
5 years ago
Bad!
Impossible to get a sample bottle appointment
This practice has significant issues with its procedures. The processes are frustrating, particularly when you're unwell. It's difficult to obtain basic items without booking an appointment that requires waiting a week, and even after attending, I wasn't able to consult with a doctor.