Elswick Family Practice

Friendly reception made the visit pleasant

Excellent care with a welcoming approach 😁

Friendly reception and quick appointment booking

Positive experience with the service provided.

Couldn't get satisfactory answers for my symptoms

I have been attending this family practice for quite some time while trying to address a persistent skin concern. The practice has arranged various investigations and tests, however the outcomes and subsequent management have not met my expectations. I am uncertain about the availability of specialist referral pathways. Due to my dissatisfaction with the care received, I have decided to seek treatment elsewhere and would suggest that others consider alternative practices that may better suit their needs.

Reception staff dismissed my young son's health concern

I called the practice regarding my young child and felt that the doctor was unwilling to see them. The receptionist made comments suggesting my child was too old to require medical attention, which I found upsetting. I felt the receptionist's manner was dismissive and unprofessional. As a parent, I believe my child deserves to be seen by a doctor when needed, regardless of age. I was concerned that if my child's condition worsened following this interaction, the practice would bear some responsibility for not providing appropriate care when requested.

Improved service with readily available appointments

The practice has improved significantly from how it used to be. The staff members are friendly and welcoming, and appointments are consistently easy to obtain. The team responds promptly to referral requests and takes patient concerns seriously.

Couldn't get appointment when really needed

The standard of care appears to have declined. When instructed to contact the practice at the designated morning time, I made multiple attempts on separate occasions while experiencing prolonged illness, only to be directed towards alternative services such as a pharmacy or urgent care facility, as the local practice indicated they were unable to provide assistance.

Long waits for same-day appointments here

This practice appears to lack effectiveness in serving its patient population. The appointment system requires calling at an early hour for same-day availability, yet appointments are frequently unavailable. There are concerns that services may be better tailored to certain groups of patients rather than others.

Phone confirmation didn't match the actual appointment type

I recently confirmed by telephone that I preferred my appointment to be with a doctor rather than a nurse, as I have a disability and use a wheelchair, which makes attending appointments challenging. The person I spoke with agreed to this request. However, when I attended my appointment the following day, I discovered it had been scheduled with a nurse instead. The nurse appeared frustrated when I expressed my concerns about this change. My main reason for wanting to see a doctor was to gain access to the GP app, which I need to request my repeat medication. This is a straightforward administrative matter, not a request for new prescriptions. I have found my experience with this centre difficult over the past year and a half. A week prior, I was attempting to obtain my regular medications, and when I questioned why they had not been issued, I was told I could purchase them myself. There are a small number of staff members at this centre who have demonstrated genuine professionalism and competence. What has been most frustrating is that despite my clear request for a doctor's appointment, I was instead scheduled with a nurse. Additionally, I am concerned about information recorded in my medical records that does not align with my actual medication status. I feel there has been a lack of clarity and accuracy in how my needs and circumstances have been handled by this centre.

Quick appointment booking and consistent care

I called to arrange an appointment and was able to secure one within a couple of days. Having been a patient at this practice for a considerable time, I have consistently received reliable care. The standard of attention and support from the clinical staff and reception team has remained high throughout my time here. I was seen by a healthcare professional who demonstrated kindness and professionalism, and I found the guidance provided to be genuinely helpful.

Appointment booking system needs improvement

I attended my scheduled appointment, but there appeared to be an issue with my booking details on their system.

Booking appointment scheduled far too late in pregnancy

I am approximately 11 weeks pregnant and attended this practice during my fourth week of pregnancy to inform them of my pregnancy. They scheduled my first appointment for the 13th week. When I questioned whether this timing might be too late, I was told it was standard procedure. However, according to NHS guidance, the first midwife appointment should ideally occur before 10 weeks of pregnancy, as certain tests are recommended to be completed by that stage. I made multiple attempts to contact the practice by phone and email, but felt my concerns were not adequately addressed. I am uncertain about my baby's wellbeing and worry that important screening tests may not be performed at my initial appointment. Instead, I anticipate being given a separate appointment for ultrasound and testing several weeks later. My other pregnant friends have not reported similar experiences with their healthcare providers. I feel helpless in this situation and can only hope for the best outcome. I have also been experiencing persistent feelings of coldness, which may indicate a need for additional nutritional support or could suggest another underlying issue, but I have not received any testing or investigation into this symptom. I continue to wait anxiously for my first appointment, with another two weeks still to pass.

Waited over an hour with no appointment call

I received a message cancelling my appointment without my consent, despite having notified the relevant staff member of my arrival. After being asked to wait, I spent an hour and a half in the waiting area without being called. When I approached to enquire about my appointment status, the response I received was unhelpful and dismissive. I felt unheard and that explanations were being offered to excuse the situation rather than address my concerns. Overall, this was a disappointing experience that left me with a negative first impression. I would not recommend this practice to others.

Receptionists made me feel genuinely comfortable

This practice has been wonderful in supporting me with my health concerns. The clinician I saw provided excellent care and I would recommend anyone to visit and speak with the staff. The receptionists working today are among the kindest people I have encountered—they are approachable, non-judgmental, and have a genuine talent for making people feel at ease and comfortable. I want to extend my thanks to the clinical team for the care provided to both myself and my family member. This is a great surgery and I would highly recommend it.

Waiting room delays persist regardless of arrival time

I have been attending this practice for many years, and consistently experience lengthy waits in the waiting area. Whether the clinic appears busy or quiet, I invariably find myself waiting at least half an hour before being called through. Following a recent visit where I waited considerably longer than usual, I decided to request a rescheduled appointment. I had arrived ahead of my scheduled time, yet the delay persisted. Upon speaking with reception staff about changing my appointment, I was subsequently informed that alternative slots were unavailable as the clinician I needed to see was not holding a clinic that day, and no other clinician could accommodate me instead. This situation resulted in a significant loss of my time, left me without a future appointment, and caused me to be late for an important personal commitment. I find the overall efficiency of the service frustrating given the resources available to the NHS.

Long wait on the phone for appointments

I have been attempting to schedule an appointment by calling during morning hours. After waiting on hold for a considerable length of time, I was eventually connected but was unable to complete the booking process.

Listened to and seen quickly

A service that prioritises patient needs, where I have consistently felt heard and valued. Appointments with clinical staff are readily available within a short timeframe, and medication requests are processed efficiently.

Staff were caring and attentive with elderly patients

The team at the practice were warm and attentive when I brought my older relative in for their appointment.

Felt listened to and well cared for

I really appreciate all that you do and the care you provide. I have no issues to raise about my experience with you.

Easy to book appointments when needed

I consistently manage to secure appointments whenever required, and the team members have demonstrated genuine helpfulness throughout my visits. I appreciate everyone's assistance!

Blood test results took far too long

The service fell short of expectations. I experienced a lengthy delay of approximately four weeks before receiving my test results, and there were issues with how my sample was handled during the process. The level of care and attention to detail was concerning, particularly given the importance of accuracy in healthcare matters.