Borough Road & Nunthorpe Medical Group

Phone queue for prescriptions takes forever

The prescription inquiry line opens at 2pm, and when calling at that time while being first in the queue, it typically takes around 35 minutes before someone answers. This extended wait has been experienced across multiple attempts to reach this department. The overall star rating for this practice appears to reflect these service challenges.

Helpful staff but referrals create travel hassle

Excellent in many respects, though the referral process can be frustrating. The clinical staff are genuinely kind and supportive when arranging my visits, however I occasionally receive referrals to receive care at alternative locations. On several occasions, I've needed to travel to other towns for appointments. I've observed that referrals are sometimes made without considering my travel limitations. Additionally, the practice appears to operate with insufficient staffing levels. I'm grateful for their efforts, but booking appointments can occasionally be quite challenging.

Reception staff dismissed serious health concerns

I have had a very poor experience with this practice overall. I have been a patient here for many years and have built a long-standing relationship with the clinic. I have been dealing with a persistent throat condition since early in the year that has significantly impacted my ability to eat normally. This has resulted in considerable weight loss, which was acknowledged by the practice. However, I feel the practice has not handled my case effectively. When I raised my serious health concerns with the staff, I did not feel they responded appropriately to the severity of my situation. I was eventually referred to a specialist and managed to secure an appointment, but this was cancelled shortly afterwards without any explanation provided. This came after nearly a year of repeated visits to the practice regarding this ongoing issue.

Left without results or follow-up communication

I have been attending this surgery for some time and feel that my care has been inadequate and that my concerns have not been properly addressed. I attended an appointment where the clinician was attentive and arranged for a sample to be taken to help identify the cause of my symptoms — however, following submission of this sample I have received no results, updates, or subsequent contact despite my symptoms persisting. This reflects a broader pattern of concern: over an extended period I have received inconsistent guidance from different clinicians, been prescribed treatments that appeared to worsen my condition, and been left to manage increasing discomfort and physical symptoms without support. I have also found it difficult to reach the practice management team or obtain responses to complaints I have submitted through various channels. Given that the practice emphasises commitment to patient-focused care and providing respect and assistance, the absence of clear communication and appropriate follow-up care falls short of what patients should reasonably expect. Individuals experiencing ongoing health concerns should not need to repeatedly request basic information or be left without guidance when dealing with significant symptoms.

Helpful nurse practitioner made a real difference

I would just like to express my gratitude to the nurse practitioner at this practice. She has consistently demonstrated professionalism and competence in her role, and has provided me with considerable support over an extended period. I am truly appreciative of the care and assistance I have received.

Friendly reception and thorough diagnosis today

I would like to commend the practice located on the main road. I was seen today by an advanced nurse practitioner who identified my issue, provided me with helpful information about my condition and prescribed medication that should help resolve it. I would also like to thank the receptionist who was welcoming and provided excellent assistance.

Manager quickly resolved the misunderstanding

The practice demonstrated a swift and professional response to a minor miscommunication, with management handling the matter in a straightforward and composed manner. The team took time to discuss ongoing frustrations related to systemic appointment scheduling challenges and outdated technology infrastructure, which fall outside their direct control. Despite these limitations, the practice showed genuine commitment to listening to feedback and prioritising patient care.

Practice hours don't work for working people

What kind of medical practice closes on weekends when I'm working throughout the week? How am I supposed to get an appointment when the surgery isn't open at times that would work for my schedule?

Long phone queues and unfair waiting times

The reception staff took considerable time to answer calls, and I found their manner to be unwelcoming. They appeared to make quick judgments about patients based on the nature of their enquiries. Additionally, during a recent visit, I experienced a lengthy wait of between thirty minutes to an hour before being seen, while I observed other patients being called through more promptly. This inconsistency in waiting times left me feeling frustrated and disappointed with the service provided by this practice.

Staff were pleasant but appointment waits are too long

The entire team has been friendly and courteous, and I have no complaints about their manner. However, obtaining an appointment is extremely challenging, with waiting times stretching to 8 weeks or longer, even for routine appointments. When I enquired about a pre-travel health consultation approximately 6 weeks before my departure, I was advised to seek private care as the practice could not accommodate me within the required timeframe. I also requested an appointment with a doctor ahead of the festive period but have not yet been seen, despite having had a consultation with a nurse. I had hoped to discuss my concerns with a doctor specifically, but this has not been possible. Overall, I am quite dissatisfied with the level of service provided.

Impossible to reach this surgery by phone

One out of five stars is actually too generous for this practice. Obtaining an appointment is extremely challenging. Telephone calls go unanswered. The digital appointment system through the NHS app shows no available slots. My elderly relatives require ongoing medical support, and this situation has been particularly frustrating given their healthcare needs. The experience here reflects broader issues within the healthcare system. During visits, the waiting area appears quiet, yet I'm informed by reception staff that multiple people are working in the back office. It's puzzling that despite this, incoming calls remain unanswered. I cannot adequately express my disappointment with the service received. I would recommend considering alternative practices if you are seeking a new GP.

Struggling to get through on the phone

The service has declined significantly over the years. What was once an excellent practice has become disappointing. Getting past the reception desk is challenging, and the overall standard of care has deteriorated considerably. Despite being a long-standing patient, the experience has become increasingly frustrating.

Phone receptionist wouldn't listen to concerns

The staff member I spoke with on the phone did not seem receptive to my concerns and came across as dismissive. They appeared keen to end the call and disagreed with me regarding correspondence I had received, despite my belief that I was correct. Their manner felt disrespectful, and I felt that incorrect medication was provided to my relative who experiences significant pain related to a chronic condition.

Couldn't get appointment despite empty waiting room

Would not recommend. The service has been disappointing. The waiting area appears empty despite difficulty obtaining appointments. The practice does not seem responsive to patient concerns regardless of urgency. The standard of care was better previously.

Reception staff weren't very helpful

The conduct displayed was unsatisfactory.

Phone lines constantly busy and unhelpful

The practice has been disappointing, with difficulty reaching them by telephone and an overall unsatisfactory experience.

Phone queue always full at opening time

Poor Service Experience. Positives: - straightforward registration process Negatives: - difficulty obtaining appointments as the phone lines appear consistently busy, even when calling at opening time - staff attitude seemed dismissive towards patients - mental health support services fell short of expectations and may not be worth pursuing - instructions to book appointments at opening time are not matched by alternative booking methods such as email or in-person visits - overall experience was unsatisfactory

Rushed appointment didn't address my concerns

The nursing staff member at this location displayed a dismissive approach during my visit. They appeared unwilling to listen to my concerns in full detail and were unable to provide helpful guidance for my ongoing health matters. The interaction lacked professionalism, with communication that felt abrupt and body language that seemed inappropriate. I would not feel confident recommending this experience to others.

Phone queue wait led to dismissive call handler

I called the practice and waited for a callback after selecting the appropriate option. When someone called me back, I spoke with a member of staff who seemed unhelpful. I was trying to reschedule my appointment and they appeared uninterested in assisting me. They mentioned they had checked availability and found nothing suitable, then ended the call abruptly. This left me feeling frustrated and dismissed. I decided to call back and selected the callback option again. This time, a different member of staff answered and was much more pleasant and attentive. They took time to understand my needs and successfully helped me rearrange my appointment. They showed genuine willingness to assist. I would appreciate it if all staff members could approach patient interactions with the same level of care and courtesy. The first interaction felt dismissive and unhelpful, whereas the second demonstrated the kind of service I would like to experience consistently.

Difficult to book an appointment here

I cannot fault the service once you manage to access it, but getting an appointment in the first place is the real challenge. The practice lacks modern communication options, making it difficult to get in touch through contemporary methods.