Gosforth Memorial Medical Centre

Receptionists won't listen or bend the rules

The receptionists appear to follow a rigid protocol that leaves little room for flexibility. Additionally, there seems to be a lack of attentiveness when dealing with enquiries.

Practice changed approach to chronic illness management

Unfortunately, the practice has changed significantly since my previous review. I manage two long-standing chronic conditions primarily at home using medications that were originally prescribed by hospital specialists. The current approach has involved discontinuing my existing medication and proposing alternative options that appear to worsen my other health issues. Additionally, I received a call from the pharmacy team offering medication guidance, though I found the tone of this conversation to be patronising and unhelpful. Having lived with my primary chronic condition for many years, I found this experience particularly frustrating. The previous surgery provided excellent care. The current experience has been disappointing by comparison.

Reception staff were dismissive and unwelcoming

The reception team's approach lacks warmth and understanding, coming across as dismissive and curt in their interactions. Their manner feels unwelcoming, making phone contact with the practice an anxious experience. There appears to be little patience or friendliness extended to patients.

Friendly staff made the appointment easy

The finest medical professionals operating from this High Street location.

Phone system makes booking nearly impossible

I attempted to contact the practice multiple times this morning and encountered significant difficulties with the telephone system. The current setup lacks a queuing mechanism, leaving callers with only a message that all staff are occupied before the connection terminates. This approach falls short of providing adequate patient service. I would recommend that the practice leadership reconsider their current telephone arrangements.

Phone queue made appointment booking impossible

I attempted to call during the designated appointment booking window today. After being on hold for two hours listening to music at an uncomfortably loud volume, I was informed that I could no longer book an appointment as the booking period had closed. I find the appointment scheduling process at this practice to be extremely difficult and frustrating. It feels unnecessarily complicated to access medical care.

Reception staff were dismissive and unhelpful

I have been a patient at this practice for a considerable time and previously had positive experiences, however my recent interactions have been disappointing. I felt the reception staff were dismissive during my visits, and there was an issue with my prescription management that resulted in a gap in my medication during the holiday period, which was particularly difficult given my health circumstances. I was unable to secure an appointment with my usual clinician through the standard booking system, and the resulting situation has caused me significant distress. I have submitted a formal complaint regarding these matters.

Receptionist helped arrange quick phone consultation

I called this afternoon seeking some guidance. The receptionist was extremely accommodating and arranged a telephone consultation with a clinician for me. The clinician who called back was able to assist me. I'm very grateful for their support.

Friendly reception staff with same-day appointments

This is an excellent GP practice with a welcoming and supportive reception team. The clinicians here have diverse expertise across various health concerns. The appointment system is very efficient, with availability often on the same morning if you call at 8am, and afternoon slots or same-day callback options available when needed. The staff have demonstrated flexibility by extending their hours to accommodate urgent appointment requests. I would highly recommend this practice.

Phone booking system needs urgent improvement

A decade on from my previous feedback, the situation remains unchanged. Multiple people have raised concerns about their appointment booking process, yet there appears to be no meaningful improvement. Assuming you can navigate the telephone system, the clinic itself offers quality care. Nevertheless, the overall service delivery falls short of what patients require. Getting through requires calling at opening time to secure a spot far down the queue, followed by an extended wait, only to discover appointments are already fully booked. Managing this while caring for unwell dependents, coordinating school runs, and attempting to work remotely creates considerable stress. The system appears designed for patients with minimal competing demands or health worries. Attempting to reach them again—perhaps because obtaining prescribed medications proves difficult elsewhere, or to discuss alternative treatment options—is equally frustrating, with calls frequently disconnected after prolonged waiting periods. Many find themselves turning to alternative services, enduring similarly lengthy waits elsewhere.

Reception staff attitude left me disappointed

I have been a patient at this practice for several years and have consistently experienced professional and competent care from the team. While I acknowledge the ongoing challenges with appointment availability and similar issues, my perspective shifted following a recent visit for my annual health check. During this appointment, I encountered a member of the reception staff whose behaviour I found deeply concerning. I would characterise their manner as loud, aggressive, argumentative, and manipulative. I was disappointed by this interaction and feel the practice could do better in this regard. I would welcome the opportunity to discuss this matter in greater detail if further clarification would be helpful.

Appointment ran late and felt unheard

I was quite let down by today's visit. While the practice does have a reputation for running behind schedule, I've generally found the care to be competent and thorough. Today's appointment was delayed by over 40 minutes, and unfortunately the consultation itself proved to be disappointing. The clinician appeared unfamiliar with the specific issue I presented and seemed to rely solely on standard online resources, struggling to address questions that fell outside readily available information. Had I realised this would be the extent of the consultation, I would have managed the matter differently at home. Additionally, I felt the clinician lacked sensitivity towards my daughter's needs, adopting an approach that felt forceful and intense. Rather than responding to my daughter's visible distress, the clinician continued with a loud and dominating manner. I had made clear at the start of the appointment that my daughter finds unfamiliar settings challenging, but this information appeared to be overlooked entirely. I'm genuinely concerned about taking her back for future appointments, as this experience has significantly increased her anxiety about medical consultations. I also left feeling frustrated and questioning whether the appointment had been worthwhile. Going forward, I'll be more careful to check details about my appointments before attending.

Quick appointments without long phone waits

The practice provides excellent care with highly skilled clinicians. While appointment availability has been affected by post-pandemic pressures like many services, I have found the booking process straightforward and have not experienced lengthy phone waits or extended delays. Same-day appointments are frequently available, which has been very convenient.

Physio appointment left me feeling properly supported

I've attended physiotherapy sessions at this centre on two recent occasions. The therapist I saw was personable and approachable, providing informative and thorough guidance while demonstrating strong knowledge of their field. Their supportive approach has genuinely restored my confidence in NHS care. I'm very grateful for the experience.

Reassuring appointment with helpful reception staff

Excellent service provided Felt very reassured throughout Thank you to the staff member who assisted with all of the support needed

Receptionists won't answer the phone

The reception team could improve their phone answering service. Additionally, there is room for improvement in the level of professionalism displayed.

NHS funding concerns raised at practice

I have concerns that the practice may not be operating with the best interests of the NHS in mind, and I question whether decisions are being made with patient care as the priority.

Friendly staff made switching practices worthwhile

Since relocating to this GP Practice earlier this year, I have found the experience to be positive. My previous practice had difficulties with appointment availability and organisational issues that prompted the change. The current practice has impressed me with their approachable and supportive staff, and I have appreciated the ability to secure appointments promptly when needed.

Phone lines constantly busy and hard to reach

This practice has significant accessibility issues that make it very difficult to use their services. Getting through by telephone is extremely challenging, often requiring extended wait times. Appointments with clinicians are hard to obtain, and the system for ordering repeat medications is restrictive, with limited time windows that frequently change to inconvenient hours. During these ordering periods, call volumes are high, resulting in lengthy waits to connect with the practice. If you are considering which practice to register with, this one may not meet your needs.

Phone system needs urgent fixing

Quite disappointing overall. The clinical staff are excellent and the reception team are very pleasant, however there have been recent issues with the telephone system. On one occasion I experienced a lengthy wait, and on another day when calling shortly after the appointment line opened, the call kept disconnecting due to high call volumes. It would be appreciated if this could be resolved, as the practice previously operated much more smoothly in this regard.