Fenham Hall Surgery

Admin staff got me seen within hours

I've been in the UK for nearly two decades and this is the most positive GP experience I've had. When I first needed care after relocating to the area, I hadn't yet completed registration, but the administrative team arranged an appointment within 24 hours on a weekend, which was greatly appreciated. Several years on, I was surprised to notice the practice's online rating appears to have declined since my initial visit. Throughout my time as a patient, I've attended for various health concerns—both physical and mental wellbeing—and have consistently felt respected and listened to. Unlike some previous practices I've been with, I've never sensed that my appointments were unwelcome or burdensome. The team demonstrates genuine kindness and professionalism, which has become an important reason I'm reluctant to relocate, as I would genuinely miss the care I receive here.

Reception staff showed unfair treatment to patients

The practice appears to show inconsistency in how appointment availability is offered to different patients. There are concerns that certain individuals may receive preferential access to appointments while others face barriers. This approach seems unprofessional and raises questions about fair treatment across the patient population.

Quick appointments and helpful app access

My experience at the practice has been excellent, with courteous staff and timely communication regarding my healthcare information through the patient portal. I have found the service to be efficient and have had no difficulty obtaining appointments. I would strongly recommend this practice.

Friendly staff and quick appointment times

Excellent experience with a welcoming and approachable team. The appointment scheduling worked well for us, and both my family and I were very satisfied with our visit.

Friendly reception staff made the visit pleasant

Absolutely wonderful friendly faces and services keep up the excellent work 👍.

Reception staff were dismissive and patronising on the phone

I contacted the surgery this morning to inquire about obtaining documentation from my healthcare provider to submit to my employer or educational institution as evidence of my health concerns, following consultations with supportive clinical staff at the practice. The receptionist informed me that such documentation would incur a fee of £20 and would be subject to clinician approval, and that the request would need to be submitted in writing rather than made verbally. I acknowledged this and indicated I could visit in person with a written request. I then asked whether documentation of this nature, similar to a medical certificate, now carries a charge, as I had not previously required such notes. The receptionist responded defensively, correcting me that I had asked for a letter rather than a medical certificate. Her tone became condescending, speaking slowly and in a manner that felt dismissive and unkind, which significantly worsened my emotional state. The interaction felt patronising and unhelpful. I expressed that I found her approach upsetting and thanked her before ending the call, stating I would submit a written request if necessary. Throughout this exchange, she continued to talk over me and make accusatory comments about the distinction between what I had requested, repeatedly insisting she was not being inappropriate. Given that she was aware my call concerned health-related matters, the experience has left me reluctant to contact the practice again. I am now experiencing considerable distress and anxiety, as I genuinely need supporting documentation from my healthcare provider but feel apprehensive about making further contact. The interaction appeared to stem from a simple misunderstanding that could have been resolved with patience and clarity. Reception staff would benefit from training in compassionate communication and patient-centred care.

Receptionist was unhelpful about same-day appointments

The receptionist was unhelpful and discourteous. I was unable to obtain a same-day appointment for my child and was directed to an alternative facility, which subsequently suggested I should have contacted my GP instead. I experienced significant difficulty reaching the practice by telephone after multiple attempts. The practice would benefit from improving its telephone access system.

Reception staff talked over me repeatedly

The receptionist came across as abrupt and dismissive. During my interaction, she spoke over me and prevented me from expressing myself fully. When I mentioned this, she responded defensively with a comment about staffing issues that seemed irrelevant to my call and felt like an overshare of internal practice matters. Her manner suggested she may be finding the role challenging, and I felt her communication style could be improved, particularly given that callers may be in vulnerable situations.

Reception staff hung up before listening

The receptionist was quite curt and seemed dismissive during my call. She interrupted me before I could finish explaining my situation and simply stated that no appointments were available, then ended the conversation. No alternative options or support were suggested. I felt left without any assistance or direction.

Couldn't get appointment for urgent ear issue

I have been a patient at this practice for many years. This is the second occasion on which I have been unable to secure an appointment for a ear-related condition, and on the previous instance the delay in treatment resulted in significant complications. It is frustrating that the practice appears unable to accommodate urgent cases for common health issues, which may explain why their ratings are not higher.

Helpful staff and efficient out of hours service

Have found them to be remarkably supportive, and their extended hours service operated smoothly as well. I'm pleased to be a patient there.

Quick callback from the doctor

I recently called the surgery to request a prescription be sent to a different pharmacy than my usual one. The receptionist explained she would need to have a clinician contact me, and I received a call back within just a few minutes. The clinician who called was extremely pleasant and helpful throughout our conversation.

Long-term patient appreciates consistent care quality

I have been attending this practice for over a decade. During my time as a patient here, the standard of care and services provided has been excellent.

Couldn't get basic diagnosis right

This practice fell significantly short of expectations in terms of professionalism and diagnostic capability. The experience was deeply disappointing, and I would recommend looking elsewhere for your healthcare needs. The clinical assessment seemed inadequate even for straightforward health concerns.

Attentive staff made me feel heard

An excellent medical practice with caring and responsive healthcare professionals and administrative staff. I have consistently had positive experiences throughout my time as a patient there.

Receptionists were rude when booking appointments

When calling to book appointments, I have found the reception staff to be quite rude and abrupt. This behaviour is really quite disappointing and seems unnecessary. I work with people in my own job every day and would never communicate with them in this manner. I always try to be pleasant and courteous when I ring, yet I am met with dismissiveness and rudeness. I would strongly encourage the practice to provide additional training to reception staff on professional communication and courtesy. The interactions have been very poor. I would have given a lower rating if possible, but had to select the minimum available to submit this review. It is unprofessional to speak to patients in this way. If I were not local to the area, I would seriously consider changing practices.

Pleasant and responsive throughout the year

I have been a patient at this practice for a year. As a family of three, we have needed to use the services for various reasons including maternity support. I have found the practice to be outstanding in all aspects and the staff have consistently been friendly and approachable.

Promised callback never came for urgent prescription

I arranged an urgent appointment on Monday for my elderly mother, who was experiencing a urinary tract infection. A member of staff indicated they would contact me on Tuesday regarding suitable antibiotic options. When I didn't hear anything by Tuesday, I called back and was told that staff had discussed the matter and would be in touch. It's now Wednesday, the prescription hasn't appeared at the pharmacy, and I still haven't received a call. I found this frustrating given that my mother had been unwell enough to require hospital care shortly before Christmas and is still recovering. She's also reluctant to visit the surgery, so timely communication is particularly important in her case.

Phone lines bring out the rudeness here

I felt compelled to share my experience as I have found the appointment booking process consistently frustrating. When calling to arrange consultations for my young children, I have perceived the reception staff as lacking in empathy and warmth. Their manner has come across as dismissive rather than supportive, which I feel suggests they may not be well-suited to their role. The availability has been limited, with significant waiting times before appointments can be scheduled, and I have been advised to contact the surgery again in the coming days to check when future slots become available on the system. The only alternative guidance offered was to attend a walk-in centre instead.

Walk-in clinic referral left results unretrieved

When seeking an urgent appointment, the practice directs patients to an affiliated walk-in facility on Ponteland Road. However, there appears to be difficulty retrieving test results and referral information from that location for an extended period afterwards. The lack of seamless communication between the two services raises questions about the appropriateness of such referrals. Additionally, follow-up appointments with a doctor were not offered despite ongoing symptoms. The walk-in clinic provided a prescription without conducting a thorough assessment of the underlying issue. This experience fell significantly short of expectations. Patients experiencing severe discomfort would benefit from a practice that can provide timely medical consultation and examination.