Bowburn Surgery

Reception staff were helpful despite long waits

I wish I could give a zero rating as that would better reflect my experience. The zero would apply to the waiting duration and the clinician. The reception team were perfectly pleasant and courteous, contrary to what others have suggested. Being asked to wait for two hours beyond my scheduled appointment time was extraordinary. Despite only a handful of patients ahead of me, this delay was completely unacceptable. In my experience across various practices, the longest I have typically waited has been around thirty minutes, so this was significantly out of the ordinary. Once I was finally seen, I understood the reason for the extended wait—the clinician appeared to spend considerable time with each patient. In my view, consultations should be brief and efficient, lasting perhaps five to ten minutes, rather than extending to half an hour per patient. This occurred several years ago, prior to the pandemic.

Reception staff were rude and unhelpful

It is difficult to express how unsatisfactory this practice has been. The reception team can come across as discourteous, unhelpful and resistant, and the quality of care you receive appears to depend significantly on which healthcare professional you encounter. There is one staff member whose approach involves frequent interruptions and speaking over patients, which makes communication challenging. Requesting to see a specific member of staff tends to be unsuccessful. Prescription orders frequently take longer than 48 hours to process, and when completed, items are sometimes omitted from the order. On a positive note, there are healthcare professionals at the practice who are genuinely excellent. They demonstrate genuine attentiveness and provide meaningful support. The presence of these dedicated staff members has been the main reason for remaining with the practice rather than transferring elsewhere.

Deregistered without warning or explanation

I contacted the practice to arrange an appointment and was informed that I was no longer listed as a patient. When I enquired about when this occurred, I was given a date from some time previously. The staff member I spoke with was unable to explain the reason for this removal and could not provide information about which practice I should be registered with instead. I was also not notified in advance that this would happen. This was particularly surprising given that I had only recently registered and had not previously attempted to book an appointment until now.

Callback system let us down badly

My husband was experiencing severe pain and unable to sleep, having tried various approaches without success. We reluctantly contacted the surgery to request an appointment and were offered a telephone consultation instead. When the call came through from a female clinician, she appeared unengaged with the situation. She indicated a prescription would be issued, but over 24 hours passed without it being provided. We had to follow up to request it again. The overall experience at this surgery has been concerning, though there is one staff member who answers the phone who stands out positively—this person consistently sounds genuinely interested and appears motivated to assist patients.

Can't get appointments or responses online

A frustrating experience that I would recommend avoiding. Obtaining appointments proves extremely difficult, and requests submitted through the online system appear to go unaddressed.

New management has made things worse here

I have been a patient at this practice for a considerable time, however since the recent change in management, I have noticed a significant deterioration in the quality of service. The current team members come across as unwelcoming, appear disengaged with patient care, and seem unable to provide adequate assistance. I have concerns about the level of professionalism and capability being demonstrated.

Phone reception staff were dismissive and rude

I have found the reception staff to be quite unfriendly. On several occasions when I have called to book an appointment or ask a question, I have felt that the person answering the phone has been dismissive and ended the call before I could finish speaking. Recently, my daughter called to arrange an appointment and experienced the same issue, with the call being terminated prematurely. I believe the team would benefit from training in customer service and communication skills. Overall, I have been disappointed with the manner in which calls are handled.

Long wait for afternoon appointment

Disappointing experience with a significant delay to my appointment. The consultation was scheduled for an afternoon slot but did not commence until considerably later than expected.

Appointment booking and prescription delays frustrating

The practice requires significant improvement. When routine tests are requested, there are no available appointments and you must call back another day. Obtaining an initial appointment through calling is extremely difficult. Prescriptions are frequently not ready at the promised time. Additionally, while the waiting area seating has been updated, this does not address the underlying service issues.

Long waits with unhelpful reception responses

If you need to see the doctor, be prepared for extended waiting times, typically at least thirty minutes or more, whereas other team members generally run to schedule. When you inquire with reception staff, you may receive an unhelpful response. Better communication with patients about delays could help reduce frustration.

Staff were friendly and genuinely helpful

The team consistently demonstrates friendliness, helpfulness, and professionalism 👍

Friendly reception made the visit straightforward

Positive experience overall.

Phone lines answered quickly and staff were friendly

The staff members demonstrated a pleasant and professional demeanor, both when communicating by telephone and during my visit. My call in the morning was successful on my second attempt, which took approximately five minutes. I was able to secure an appointment for that same day without any complications. There was a minor delay of around five minutes, which was acceptable, and the healthcare professional I interacted with was courteous and supportive. However, I have reservations about the practice structure that directs patients to see a nurse practitioner rather than a GP. I would feel more assured with a direct consultation with a doctor, though I recognise this reflects broader challenges within the NHS regarding staffing levels and funding constraints. Given these systemic factors, I do not attribute this aspect to the medical centre itself.

Friendly staff who really listen to you

A welcoming local medical practice with staff members who demonstrate genuine commitment to their work.