Borough Road & Nunthorpe Medical Group

Felt truly listened to and cared for

The medical professionals at this practice are exceptionally dedicated and go the extra mile. In particular, two of the clinicians stand out as exemplary practitioners who embody the highest standards of what healthcare should be. They are first-rate and truly outstanding.

Reception staff could improve their phone manner

The receptionist's demeanor was quite poor and rather abrupt. They were not particularly helpful, and it would be beneficial if the reception team received training in telephone communication skills.

Friendly staff and quick prescription turnaround

I have been a patient here for around 6 years and have found little to complain about. The practice has consistently provided good care for both myself and my family member. Like many surgeries, obtaining face-to-face appointments can be challenging, though they do provide telephone consultations as an alternative, with the option to arrange an in-person visit afterwards if needed. My main concern is that some team members could benefit from greater awareness regarding mental health conditions, though I recognise this is an issue across many healthcare settings. The premises are clean and well-kept, and the staff demonstrate friendliness and a willingness to help. Prescriptions are typically prepared and ready for collection within two days of being requested.

Struggling to get appointments when needed

I have been a patient at this practice for a considerable time. Unfortunately, the quality of service has declined from what it once was. Getting through to speak with someone or securing an appointment at a time of need has become increasingly difficult. The practice continues to cite external circumstances as reasons for these challenges, though this explanation has worn thin. There is a strong emphasis on self-service digital options. It is hoped that the upcoming new facility will provide a better standard of care.

Staff were helpful despite the busy surgery

The practice was quite hectic, though the team members were extremely accommodating and supportive.

Impossible to book an appointment by phone

The experience was quite frustrating. I attempted to book an appointment following the requested call time, but was unable to get through despite multiple attempts. When I finally did make contact, I was unable to secure an appointment for several weeks, which was disappointing given my need for timely care.

Long phone queues and slow administrative responses

Waiting times on the telephone are frequently lengthy, often extending to half an hour or more. The practice attributes this to current pressures, though I observed similar delays occurring prior to these circumstances as well. The turnaround for administrative tasks such as email responses, prescription processing, referrals, and correspondence falls short of acceptable standards. When requesting a straightforward letter, I needed to follow up multiple times over several weeks, only to receive a document containing inaccuracies. Upon raising concerns about this, I encountered an unhelpful response. Subsequently, I escalated the matter to management and endured a further three-week delay before obtaining the letter I had requested and paid for. Administrative processes are also problematic, though this reflects broader systemic issues rather than being unique to this practice. The wider healthcare system appears to struggle with efficiency in this regard. The clinical expertise available is inconsistent and sometimes lacking. However, I recognise this may be a wider concern across the sector rather than isolated to this surgery. The healthcare system generally appears to face challenges in consistently delivering high-quality clinical care, and finding practitioners of exceptional standard can be difficult. Additionally, the reception staff are not consistently courteous. Some interactions have been notably unpleasant and confrontational.

Friendly doctors let down by chaotic reception

The clinical staff were friendly and professional, however the reception team seemed disorganised, lacked responsiveness and appeared dismissive. The practice was previously of a higher standard.

Couldn't book online, but staff were helpful

The practice recommended my child receive the flu vaccination. The website indicated we needed to call to arrange an appointment, but we were unsuccessful in getting through initially. Eventually, we managed to secure a booking, and the team were very pleasant and helpful.

Friendly reception staff made the visit pleasant

Outstanding quality of care and service provided at this practice.

Front desk lacks privacy for sensitive conversations

The reception staff and nursing team are excellent, however there is virtually no privacy at the front desk. I would caution against raising mental health matters or concerns about alcohol consumption at this practice. Following a significant personal loss, I sought support and discussed my struggles with a clinician who misunderstood the situation and believed I was unfit to drive, despite this not being the case. This led to a report being made to the relevant authority, resulting in the suspension of my driving privileges for three years and subsequent job loss in my industry, as my employer considered me unsuitable for safety-sensitive work. However, one particular clinician has been exemplary in their approach, demonstrating genuine care and attentiveness to patient wellbeing, and I am grateful for their professionalism and the support provided by the wider team.

Long-term patient finds staff consistently friendly and helpful

I have been a patient at this practice for a considerable time and have consistently experienced helpful, accommodating, friendly and courteous service.

Receptionist unhelpful about urgent eye drop prescription

The practice was not particularly helpful when I needed to obtain eye drops following surgery. My elderly disabled father was about to run out of his antibiotic eye drops, and when I contacted the surgery to request them, the receptionist suggested I contact the pharmacy instead. I was informed that a repeat prescription would take 48 hours to process, which would have left my father without his medication for several days after his operation. This would have meant either taking him to an urgent care centre after work or him going without the drops during his recovery period. I was quite dissatisfied with how this situation was handled.

Felt genuinely listened to and cared for

I have consistently received good care throughout my visits.