Fenham Hall Surgery

Struggling to book an appointment here

Why bother registering with a GP if accessing care is such a challenge? It should be a fundamental right, yet obtaining an appointment feels nearly impossible. The booking system appears to be ineffective.

Staff listened and took time with me

Excellent healthcare team.

Poor booking system caused frustration

The appointment system at this practice requires significant improvement.

Lengthy online form blocks urgent appointment access

Accessing appointments at this practice is extremely challenging. Even when health concerns appear time-sensitive, direct telephone contact with a staff member is not available. Instead, patients must complete an extensive online questionnaire and subsequently hope to receive a response. The questionnaire itself is lengthy and difficult to navigate, particularly for older patients, those unfamiliar with digital systems, or individuals for whom English is not their primary language. When someone is experiencing significant illness, weakness, and discomfort, asking them to dedicate 10–15 minutes to a demanding form feels inappropriate. Healthcare ought to be inclusive and available to all, yet this approach does not adequately account for the diverse needs and circumstances of many patients. This experience has been deeply unsatisfactory and disheartening.

Felt genuinely listened to and cared for

I had an appointment with a clinician and I would like to leave a substantial compliment that they were among the best healthcare professionals I have ever encountered. They were very welcoming, kind, patient and demonstrated genuine concern for my wellbeing.

Friendly reception made all the difference

I cannot praise this practice enough. The clinical staff members are outstanding, responsive, professional, and truly compassionate. The reception team consistently demonstrates friendliness, helpfulness, and a welcoming approach, which really enhances the experience. Thank you for the excellent care and consideration you offer.

Reception team made a good first impression

Attended the practice for the first time today. Having already experienced a very warm and helpful manner over the past week by the reception team I continued to be impressed with the clinical staff I saw. Best doctors practice since the good old days when Family doctors meant something. Thanks for being great!!!

Reception attitude made booking difficult

I requested an appointment and was instructed to complete an online form via a link provided by the surgery. During my interaction with the reception staff, I felt the service lacked warmth. Once I had submitted the form, I received a call suggesting I visit a pharmacy to speak with the pharmacist instead. The pharmacist subsequently contacted me following communication from reception. During our conversation, the pharmacist indicated that I should have been offered a doctor's appointment given my presenting symptoms. The pharmacist felt that a medical examination would have been appropriate and suggested the symptoms could indicate a respiratory concern that warranted professional assessment.

Quick to offer same day appointments

I have had a positive experience with this practice over a considerable period of time. On a couple of occasions when I have reached out, I have been able to access an appointment on the same day. Additionally, there have been times when a member of the clinical team has called me to provide guidance and maintained contact to ensure my issue was fully addressed.

Struggled to get an appointment when needed

Over the past year, I was able to see my usual healthcare provider only once, and I have not received any appointments this year despite needing assistance. I appreciate the care provided, though I am genuinely in need of further support for my health concerns.

Receptionists who genuinely go above and beyond

I'm puzzled by the lower rating this practice has received. Throughout my five years as a patient, including during significant health events, the team has consistently been available and supportive whenever my family and I have needed them. The reception staff are exceptionally caring and helpful individuals who regularly exceed expectations. I genuinely appreciate their dedication. The clinical staff are equally excellent. This is an outstanding practice and I would consider it among the very best in the region.

Same day emergency appointments available here

This medical practice is really good with amazing staff, and you can also get an emergency appointment on the same day. They also send you a reminder a week and a couple of days before your appointment. I would really recommend this doctor surgery to anyone.

Refused to examine swollen legs properly

I was extremely disappointed with the care my relative received. When I arrived slightly late for the appointment, the healthcare professional refused to examine my relative's legs, which were visibly swollen and discoloured with signs of infection. Instead of addressing this concern, I was told to book a follow-up appointment two weeks later. My relative's condition deteriorated rapidly over the following days and required hospital admission. I feel this situation was handled unprofessionally and have decided to lodge a formal complaint about the experience.

Difficult to get doctor appointments here

The practice appears to be primarily staffed by administrative and nursing personnel, with limited availability of medical practitioners.

Receptionists and nurses were genuinely professional

I have consistently experienced professionalism, courtesy, and compassion from the staff members at this medical practice. I would readily suggest this practice to anyone considering registering as a patient.

Reception staff made the booking easy

I recently attended my GP practice for a routine blood test. The clinician was exceptionally supportive, gave me their full attention to discuss my concerns, and provided helpful guidance. The reception team were equally welcoming and cooperative, ensuring the whole visit was straightforward and relaxed. I'm awarding 5 stars for the outstanding care and service provided.

Felt reassured and well explained throughout

Had an appointment with a member of the nursing staff. They were absolutely lovely, explained everything to me about my procedure, put me at ease as I was a bit nervous and everything went brilliantly.

Phone queue system needs urgent improvement

Routine appointments become available at 1pm and I was advised to call at that time to secure a booking. When I phoned, I was positioned as caller number 26 in the queue. After waiting 59 minutes, the queue had only progressed to caller number 7, at which point the call disconnected at the 60-minute mark. I attended the surgery in person 10 minutes later, only to be informed that all available appointments had already been allocated and was suggested to attempt booking the following day instead.

Couldn't get through on the phone

Unsatisfactory experience

Phone booking redirected to walk-in centre instead

I would rate this practice extremely poorly if possible. When I contacted them to arrange an appointment with a GP, I was directed to attend a walk-in centre instead. I questioned the value of being registered with this practice if they recommend seeking care at other facilities. Update: The situation deteriorated further when my partner attended with side and back pain. The GP suggested this was psychological in nature. My partner subsequently attended A&E where a serious condition was identified requiring emergency surgical intervention. This experience has left me with significant concerns about the quality of care provided. I would strongly recommend considering alternative practices.