Bowburn Surgery

Worst in the north

• Concerning lack of respect for patient choice regarding care, diagnosis, treatment and who can advocate for them, dispite written communication regarding advocate. • Phone lines regularly disconnect, today it took 9 phone calls and waiting in queue to speak to the correct person. • Most staff inefficient in assisting in a timely manner. • Concerns over GP competency • No response from formal complaints • Very worrying surgery

Phone queue frustration but helpful staff

Called at precisely 8:30 and after following the phone menu options, found myself at position 10 in the queue. When I eventually reached someone, I was informed that all available slots for that day had been taken and was advised to contact the out-of-hours service or attempt booking the following day. For those calling, pressing '5' appears to be the quickest route through the system. The team members themselves are excellent, though getting an appointment remains challenging.

Long phone queue before getting through

I experienced a lengthy wait time when calling the practice, spending half an hour in the queue before reaching someone.

Long wait for appointment with wrong clinician

I had to wait several weeks for a routine appointment, only to find it was scheduled with a practitioner rather than the doctor I had requested. During the consultation, I felt the clinician was dismissive of my emotional distress and seemed keen to conclude the appointment quickly. I was concerned about a medication recommendation that lacked appropriate protective measures. Like many services in this area, the healthcare provision feels inadequate, and I'm keen to relocate to somewhere with better facilities and support.

Screening appointment ran smoothly and felt reassured

Attended for a cervical screening appointment. The clinic was running to schedule and the healthcare professional who conducted the procedure helped me feel relaxed and comfortable. They struck a good balance between being professional and personable, which gave me confidence that I was receiving quality care.

Same-day appointment for urgent chest concern

I was able to secure an appointment the same day I called regarding a respiratory infection. The clinician who saw me demonstrated excellent listening skills and took a thoughtful, measured approach to reaching a diagnosis. I felt well cared for throughout the consultation. My only observation about the practice is that appointment schedules tend to run behind, though I recognise this is often unavoidable when urgent cases and complex medical situations arise.

Staff made me feel heard and supported

After experiencing unsatisfactory care at my previous practice, I made the decision to register at a surgery in a neighbouring town and I'm so glad I did. The entire team here is genuinely welcoming and consistently goes the extra mile to assist patients. I've found it straightforward to obtain in-person appointments whenever needed. Unlike my former surgery, I've never felt dismissed or judged for raising my health concerns. I would strongly recommend this practice to anyone who feels undervalued at their current healthcare provider.

Phone queues left me waiting repeatedly

Unable to register as a new patient. The telephone service was extremely disappointing. On three separate occasions, I called back as requested and was first in the queue with no one else waiting, yet each time I gave up after ten minutes of waiting. I also attempted to use the callback system, but never received a call back. The overall lack of efficiency was frustrating, particularly as the calls were made at different times throughout the day and I was consistently at the front of the queue, so the excuse of being busy did not apply.

Reception staff were dismissive about my concerns

I visited this surgery around two years ago regarding a swelling on my foot that was fluctuating in size. I was quite taken aback by the response I received during that appointment. Communication was difficult from the outset, and when I described and demonstrated the problem, I was told it was likely nothing and suggested that wearing larger footwear might help. I found this response disappointing, to say the least. After considerable back-and-forth, I eventually obtained a referral for imaging, which led to an arthritis diagnosis. I continue to use this surgery due to its convenient location, but the experience feels inconsistent and unpredictable, which means I tend to delay attending unless it becomes urgent. Additionally, I have found interactions with some reception team members to be unhelpful, and I have experienced what I perceived as dismissive and unwelcoming behaviour from one member of the nursing staff.

Vague appointment slots and long phone queues

The service appears to be declining. I experienced a lengthy wait of several weeks just to receive a call, with only a vague time window provided rather than a specific appointment slot. When I missed that call and attempted to reconnect promptly, I spent 20 minutes on hold only to learn that I had also missed a subsequent call attempt. This meant I needed to reschedule, facing another multi-week delay. The second missed call occurred while I was already waiting in their queue. Overall, I felt the experience lacked attentiveness to patient needs and fell short of what I would expect from customer service standards. This experience has given me insight into why the practice has received unfavourable feedback from other patients.

Friendly nurses made me feel genuinely listened to

After relocating to the area a couple of years ago, I was reluctant to register with this surgery due to the negative feedback I'd read beforehand, but I have to say I've been pleasantly surprised by my experience. With the exception of one consultation, every member of staff I've encountered here has been warm, compassionate and attentive. My partner and I have attended fairly regularly over the past year, and the healthcare professionals we see consistently are genuinely lovely. They take an interest in how we're getting on and engage in genuine conversation, and I actually find myself looking forward to seeing certain staff members when I have appointments. Recently I've had multiple visits regarding a persistent concern. During my initial appointment, I felt my worries weren't fully acknowledged, but I'm grateful I pursued further investigation as the subsequent appointments have been excellent. My partner also experienced some difficulties during earlier visits with certain staff members, though I understand some of those individuals are no longer working at the practice. I feel genuinely supported by the caring team at this surgery. I'm heard and respected, and I've ultimately received the support I needed.

Phone line impossible to get through

The practice did not respond to my inquiry.

Complaint ignored after multiple requests

The service was extremely disappointing, and I felt compelled to submit a formal complaint to the practice management. Unfortunately, this complaint appears to have received no attention whatsoever. I have made multiple attempts to obtain a response, but have not received any acknowledgement. At this point, I am considering escalating the matter to the appropriate complaints handling service.

Reception didn't ask about doctor gender preference

I requested an appointment with a specialist to examine a sensitive area of concern. The receptionist indicated she would arrange an appointment with a doctor, who would then determine whether a referral was needed. When I asked for clarification about what the appointment would involve, she explained that an examination would take place before any referral decision was made. I appreciated having this information confirmed. I expressed that I would prefer to be seen by a female clinician, and this preference was accommodated. Throughout my life, I have not been examined by a male doctor for internal examinations, aside from during pregnancy and childbirth. I felt it would have been more considerate for the receptionist to have proactively asked about my preference regarding the gender of the clinician, rather than leaving me to raise this myself.

Felt unheard and dismissed during appointment

I have had a very negative experience with my GP. I found them to be arrogant, patronising, and difficult to work with. During consultations, they did not listen attentively and would speak over me, and I felt my concerns were not taken seriously. I believe that a healthcare professional should demonstrate care and attentiveness as a fundamental part of their role. I would suggest that the practice could benefit from more rigorous assessment of their clinical staff to ensure they meet the standards expected of healthcare providers.

Sharps box swap policy wasn't clearly communicated

I was instructed to request a sharps container through prescription. Upon bringing the used container to the practice, I was informed that I could simply exchange it for a replacement at the surgery instead. It appears there was some inconsistency in the information provided by different staff members.

Couldn't get through on the phone

Not a positive experience with the medical team at this practice.

Promised callbacks never arrive, phone consultations only

The service has been disappointing, with promised telephone callbacks not materialising and difficulty obtaining face-to-face appointments, with phone consultations being offered instead. Transferring to another practice has not been possible as the neighbouring surgery is not accepting new patients due to high demand from others attempting to switch.

Felt genuinely listened to and supported

I am extremely satisfied with my GP practice. Thank you so much to everyone who has provided me with such wonderful support and assistance. You are all fantastic ❤️❤️❤️❤️

Phone system let me down repeatedly

I found this practice to be quite frustrating. When I called last week, after waiting about 10 minutes, I was told that appointments could only be booked online rather than by phone. I proceeded to book through the online system and received confirmation that a clinician would contact me by phone on Friday before 18:45. However, I received an unexpected call on Thursday with a voicemail message indicating that the clinician had reviewed my online submission and suggesting I arrange an appointment through the system. The promised Friday call never arrived, leaving me back where I started. Today I made several attempts to reach the practice, spending roughly 30 minutes in total. The phone system indicates your position in the queue but then switches to ringing without anyone answering. Overall, I felt the service fell well short of what I would expect.