Broomhill Health Centre (Coquet medical Group)

Phone queue frustration makes appointments impossible

Unable to reach the practice by telephone. Waited in the queue for an extended period without getting through. Received a message requesting an appointment to discuss test results. Attempting to contact the practice again. The service experience has been very disappointing.

Eventually got a face to face appointment

In-person appointments are quite difficult to come by, though I was able to secure one after some time 👌

Same day appointments made it easy

I have had no problems whatsoever. Appointments are available on the same day when I need them.

Felt genuinely listened to and cared for

The clinician at this practice is excellent. Such a pleasant person. I always request to see them when booking an appointment. They genuinely care about their patients. A wonderful professional. Thank you.

Staff were dismissive and unhelpful throughout

This practice has been disappointing, with little consideration shown towards patients. The staff interactions were unpleasant, and the overall experience fell short of expected NHS standards.

Friendly reception made the visit pleasant

Excellent

Getting through the phone queue feels impossible

It's incredibly difficult to get through to speak with a clinician, let alone arrange an in-person appointment. I'm very unhappy with how this service operates and feel it falls short of acceptable standards. When you eventually do manage to see someone, the care itself is generally satisfactory, though there are a few team members who could improve. I was advised to submit feedback via email if I had concerns, but I'm sceptical that anything will actually be addressed. It's telling that most social media posts don't allow for comments. Calling at 8 o'clock meant joining a queue of dozens of people, with the only alternatives being to try again the next day or wait several weeks for an appointment. This is deeply frustrating.

Staff really listened to my concerns

The clinical team members provided excellent care and support.

Impossible to book an appointment here

An unhelpful medical practice where booking appointments feels extremely difficult. The staff seem unwilling to accommodate those with work commitments. I felt one star was actually quite generous given my experience.

Reception found emergency slot when fully booked

On a Friday in late March, I experienced a severe and widespread attack of shingles. At 85 years old, I am not someone who rises early, so when my daughter attempted to book an appointment, all available slots had been taken. However, the reception team were excellent and made considerable effort to contact me with an emergency appointment. I attended the surgery in a less than presentable state. I was treated with great courtesy and patience by the clinician who took time to carefully explain each aspect of the treatment despite having a very busy schedule. In an era where complaints are common, and I acknowledge I have contributed to this myself, I would like to express my genuine gratitude to both the reception team and the clinician who prevented what could have been an uncomfortable weekend.

New staff weren't as helpful as usual

The newer members of the team were not as supportive as some of the other staff members I have encountered.

Impossible phone lines and delayed prescription handling

What has changed at this previously well-run practice? Calling at 8am means waiting until nearly 10am to get through, only to hear that all appointments are fully booked, then having to ring back the following day with the same result. While experiencing significant discomfort and attempting to obtain a non-repeatable prescription, I was directed to the pharmacy team. Two days later, they raised a query but the prescription still hadn't been issued, leaving me concerned about running out of medication. The next day brought another query from the pharmacy team, communicated through reception rather than directly to me. I was informed they would send a text when it was ready. From Monday through Friday, the prescription remained unavailable. A text arrived Friday evening indicating the doctor would sign it. By this point I had exhausted my supply of a medication that requires careful management and cannot be stopped suddenly. I visited the chemist on both Saturday and Sunday, but the prescription was still not there. By Monday I had been without my medication for three days and was experiencing severe discomfort. Whether this reflects organisational difficulties or something more systemic, I cannot say, but the outcome is that I remain without resolution and in considerable pain.

Phone line didn't ask about the concern

I contacted the practice by telephone requesting an urgent appointment as I was concerned about my young child's persistent rash. The receptionist indicated that no appointments were available and suggested contacting 111 or calling back at 8am the following morning, without gathering any information about the situation. When my partner visited the reception desk in person, an emergency appointment was promptly arranged, despite being told over the phone that none were accessible.

Reception team genuinely helpful and responsive

When visiting any medical practice, the initial interaction is typically with the front desk staff. This is often where difficulties can arise for patients. However, this is not the case here. The reception team demonstrates genuine helpfulness and makes a sincere effort to support patients with their needs. The waiting area itself is comfortable and welcoming, featuring well-maintained facilities that are kept to a high standard of cleanliness. The clinical staff have consistently provided excellent care throughout my visits, and I have found them to be of a very high standard. I should note that these observations are based purely on my personal experience as a patient, and I acknowledge that I lack medical expertise in forming such judgements.

Quick appointments and responsive call backs

Consultations are prompt when they occur, and telephone consultations with clinical staff are readily available. The team demonstrates compassion and professionalism throughout. Although the practice operates under considerable demand like most healthcare facilities, the staff remain consistently supportive and accommodating.