Elswick Family Practice

Friendly reception made the visit pleasant

Excellent experience

Coped well despite difficult circumstances

Absolutely fantastic clinical staff. I understand the practice has faced some challenges including operational changes and external circumstances, but overall I think they have managed very well.

Receptionists block access to GP care

This practice has been a frustrating experience. I spent two days attempting to obtain my medication, but found it extremely difficult to get past the reception staff to speak with or see a clinician.

Couldn't get through on the phone

I am satisfied with my healthcare provider.

Quick phone answer and helpful staff

The telephone line was picked up promptly, and the team members were courteous and accommodating throughout the interaction. The service provided was exactly what was needed.

Appointment delays happen every single visit

I consistently experience significant delays beyond my scheduled appointment times at this practice. This pattern has occurred repeatedly during my visits. I would consider seeking alternative care if other options were available that better suited my healthcare needs.

Helpful and easy to talk to

Excellent medical professionals!

Felt listened to and reassured at appointment

I had a wonderful experience with my GP who was very kind and helped me feel reassured. I have been a patient at this practice since its establishment and hope that things continue to improve.

Reception failed to mention appointment location change

I found the experience at this surgery to be extremely disappointing. There always seem to be staffing shortages. I arranged an appointment this morning and was given a time of 12:45, so I arrived at 12:30. However, the receptionist then informed me that the appointment was actually at a different location. This information was not communicated during the booking call, which meant we missed an appointment that was needed urgently. We were offered an alternative appointment several days later. I believe the surgery should ensure adequate staffing levels throughout the working week. I intend to lodge a formal complaint regarding the poor communication between staff and patients.

Reception staff made booking appointments difficult

The clinical staff members are reasonably competent, though the reception team falls significantly short of expectations. Update: Following a recent appointment attempt, I experienced frustration with the booking process. Based on prior interactions, I anticipated difficulties contacting the practice by phone. Although I understood the lines became available at 8am, I had previously managed to secure a same-day appointment by visiting reception in person. On that occasion, I was told all slots were full, despite being the first visitor that morning. When calling, the line remained engaged repeatedly, and I eventually reached the queue system at 8.20. After being informed no appointments were available, I enquired about their call system. The response I received felt dismissive, with an explanation that suggested high call volume was the issue. This interaction left me disappointed and prompted me to seek care elsewhere.

Staff made me feel genuinely cared for

I have consistently had very positive experiences at this practice. On each visit, the team demonstrated politeness and helpfulness. I was attended to without significant delay and felt that they showed genuine concern for my wellbeing as an individual. It is reassuring to have access to a local healthcare facility where I can seek assistance with my health concerns. I would recommend this practice to others and have already done so.

Reception staff treated me with disrespect and rudeness

I found my experience at this surgery to be deeply disappointing. The reception staff displayed behaviour that I felt was unwelcoming and dismissive throughout my visits. I would caution others before registering here if they value courteous treatment. On several occasions, I attended for scheduled appointments only to be informed by reception staff that the clinician was no longer available, despite the appointment being confirmed. The manner in which I was spoken to felt condescending and unhelpful. When I questioned information I had been given, I was proven correct on multiple occasions, yet no acknowledgement of this was offered. I also observed difficulties with the use of computer systems by staff, which raised concerns about their suitability for their roles. The overall standard of patient interaction at this practice has left me questioning how it continues to operate. I would hope that additional NHS investment could be directed towards staff training and professional development in patient communication, as this could significantly impact patient wellbeing and confidence in seeking care. The culture within these healthcare settings should prioritise respectful treatment of patients. In my experience, it has been the reception staff whose conduct has fallen short of acceptable standards, creating an atmosphere that feels discouraging. Throughout my time as a patient here, I have had no positive experiences to report. While negative feedback is often more readily shared, genuinely excellent service would equally deserve recognition. The consistent absence of positive feedback over the years suggests a systemic issue with service standards. I find myself unable to rate this practice higher than the minimum.

Couldn't get through on the phone

It is extremely difficult to reach the practice by telephone, and when appointments are eventually secured, the experience feels dismissive and unhelpful. During a time when I needed medical attention whilst pregnant, and when my child required assessment for a concerning condition, the practice was unwilling to provide an appointment, necessitating a hospital visit instead where the care received was excellent. The practice appears to have only a small number of staff members who provide good service, whilst other team members seem unable to meet patient needs effectively.

Reactive care with long waits and poor support

This practice has not met my expectations. I feel they take a reactive rather than preventative approach to healthcare, addressing issues only after they arise. I am dissatisfied with my experience here and have decided to transfer to another practice that I believe will provide better care.

Couldn't get an appointment when needed

The appointment availability at this practice is consistently problematic, which has been quite frustrating for me.

Surgery didn't call back when needed urgently

I contacted the practice on behalf of a family member who required urgent follow-up care after a recent hospital discharge, with the hospital recommending an appointment early in the week. I called at mid-morning and was told someone would get back to us, but we did not receive a callback before the surgery closed for the day.

Reception staff weren't helpful or friendly

I found the experience quite unsatisfactory. The staff seemed indifferent to my concerns, and the reception area was particularly disappointing.

Phone lines constantly busy and unanswered

Every time I call when the surgery opens, the phone lines are never answered.

Reception mistakes made waiting unbearably long

The reception team frequently makes errors and the appointment delays are extensive, making the wait to be seen quite lengthy.

Phone queues leave you waiting without answers

The reception team appears to have reliability issues. When calling the surgery, callers often find themselves waiting on hold for extended periods while being told they are next in the queue, only to be disconnected after significant wait times without speaking to anyone. There have been instances where reception staff have been dismissive and unhelpful when discussing missed appointments. Although I have maintained a good attendance record, the system previously showed several missed appointments that I did not miss. When I raised this concern, the reception staff were defensive and insisted the record was accurate, despite this later proving to be an error within their system. No acknowledgement of this mistake was offered, which was disappointing. It is unfortunate that the reception experience has been problematic overall. That said, there is one particularly helpful member of the reception team who consistently provides good service, and the clinical staff at the practice are excellent.