Newington Health Care Centre

Disappeared from the system without explanation

There has been a significant issue. When I attempted to book an appointment a few weeks ago, I was informed that I wasn't registered on their system. I've been attending this practice since it first opened, and I'm extremely frustrated by this situation. I still haven't received an explanation for why I'm not showing up in their records. I've been managing long-term health conditions for most of my life and now find myself without any support whatsoever, which is deeply concerning.

Admin team went extra mile with scheduling

I just wanted to say a massive thank you to a member of your admin team. They were so helpful recently in assisting me to arrange a series of appointments for my mother who requires regular treatment appointments. It was very late in the day and they had to rearrange things to fit my mother in. Thank you so much!

Quick and well organised vaccine appointment

Attended for a vaccination appointment and found the service to be well-organised with minimal waiting time.

Long wait times and poor communication

Not a good use of public funding.

Felt unheard and dismissed during appointment

I had a really disappointing appointment at the practice. The clinician I saw displayed an attitude that I found quite upsetting and unprofessional. At fifty years old, I've rarely encountered such an approach during a medical consultation. I felt the interaction was handled poorly and I'm considering raising my concerns with the practice management team. Overall, it was a very negative experience that left me feeling dissatisfied.

Receptionists unhelpful, can't see same doctor

I have been a patient at this shared practice for many years, since it was located at its previous address on Lomond Road. Unfortunately, over the past few years, the quality of care has declined noticeably. During consultations, I have felt that some clinicians appeared more focused on managing their schedule and seeing subsequent patients rather than engaging meaningfully with me. The lack of continuity in appointments means I frequently need to repeat my medical history to different practitioners, which is frustrating when I am already struggling to secure an appointment in the first place. Additionally, some reception staff have come across as curt and unhelpful. Due to these ongoing concerns, I have decided to register with a different practice, following the decision of a clinician who recently departed from the surgery.

Reception staff shared my private information publicly

I had a difficult experience with a member of the reception team at a local surgery. I had requested a change to my prescription collection schedule because my medication had been altered, meaning I could no longer collect everything together. I wanted to pick up my items once monthly rather than fortnightly to reduce confusion, but I felt the receptionist was unhelpful and dismissive. She indicated she would note on the system that I was not permitted to discuss this matter with a clinician, which left me feeling frustrated and unsupported. While attempting to resolve this, I accidentally knocked over a display item at the reception desk. As I bent down to retrieve it, a security team member asked me to be more careful. I then left to visit the pharmacy to collect part of my prescription. What deeply upset me was that the receptionist subsequently came to the pharmacy and discussed my personal information loudly in front of other customers. This breach of privacy caused me significant distress and triggered an anxiety response in public. I was so affected that I had to leave my vehicle and walk home. I am concerned that staff members who handle sensitive patient information are disclosing it inappropriately in public spaces. This represents a serious breach of confidentiality that should not occur. Throughout my time attending this practice, I have consistently felt unwelcome and unsupported. The reception team's approach has made accessing care difficult, and I believe this negative experience is contributing to patients leaving. I hope the practice will reflect on these issues and make meaningful improvements, as the current situation is unsustainable and damaging to patient wellbeing.

Couldn't reach reception after long hold time

Absolutely disappointing experience. I waited an extended period on hold only to be disconnected at the end of the business day, which was frustrating when I needed assistance. The clinical staff are competent when appointments are available. I simply needed a brief moment to request my routine medication renewal, but was unable to obtain this.

Reception struggles with basic reading skills

The receptionist had difficulty understanding my needs. A request to adjust my prescription to the appropriate dosage was declined, which I felt reflected poor care coordination. However, the clinical staff member I saw provided excellent service and was very thorough in their approach.

Slow file lookup and no explanation offered

I visited the practice regarding a prescription that hadn't been transmitted to my pharmacy. After providing my information, the receptionist spent considerable time locating my records without any communication or acknowledgement during this period. I was eventually informed the prescription would arrive at the pharmacy later that day, though no explanation was offered for the delay or any apology given. I also found it unclear why an electronic prescription takes such a lengthy amount of time to reach the pharmacy, as I would have expected this process to be much quicker.

Marked no-show despite arriving minutes late

My partner arrived a few minutes late for his appointment, and the practice recorded him as a no-show despite his arrival. Given the significant traffic disruptions in the area at that time, this felt like an unfair decision. He was unable to attend earlier due to work commitments. I found this to be disappointing and reflective of poor practice management.

Appointment cancelled with no explanation given

The appointment was cancelled without explanation. After waiting a fortnight for the initial slot, I now face another two-week wait. The team appeared to prioritise socialising over attending to tasks. Given that this is a publicly funded service, I would hope for greater efficiency and professionalism from the workforce.

Automated booking system wasted my time

I experienced a lengthy process using the automated booking system that resulted in an appointment being scheduled considerably further ahead than I would have preferred. I am in the process of transferring to a different practice.

Long phone wait and dismissive reception staff

A family member recently attempted to book an appointment by phone. The call took approximately twenty minutes to connect, and upon reaching someone, the interaction was unpleasant. The staff member's manner was perceived as dismissive and unprofessional, lacking courtesy. The overall experience was disappointing, and I would suggest considering alternative healthcare providers.

Phones constantly busy at this practice

I'm confident the telephone lines are consistently busy.

Impossible to book appointments before eight am

Would it be possible to rate this lower than one star? The appointment booking system is extremely difficult to navigate. You are required to arrive at the practice at 8am to secure an appointment for later the same day. This seems illogical when you are already unwell. Additionally, the telephone lines are perpetually busy during morning hours, making it nearly impossible to get through to anyone.

Long phone waits and dismissive reception staff

If you're seeking a practice that will address your physical health needs, this establishment does provide that service! However, you may need to be prepared to wait on hold for an extended period, as the reception team sometimes appears inattentive to incoming calls. Are you looking for a place where your initial contact might be handled with less courtesy than you'd hope for? This practice may fit that description. (The clinical staff are reasonably competent though—whilst their manner could be warmer, at least they do engage with you directly during appointments.)

Impossible to book appointments by phone

The practice has been difficult to work with. It is challenging to get through when calling to book appointments, and I have found the clinical care to be unsatisfactory. I am considering changing to a different practice.

Surgery lost contact details for vaccination follow-up

A few weeks back, my daughter submitted a form requesting information about travel vaccinations, as we were uncertain whether she required them before her upcoming trip at the end of July. Since we didn't hear back, we presumed they weren't necessary. Today she discovered she actually does need them, and after finding this out through another source, she contacted the surgery. It turns out they attempted to reach her in June using a number that wasn't correct, and despite her needing the vaccinations, the practice is unable to accommodate her now. She's also attended the surgery on other occasions since that attempted contact. She's now faced with paying over £150 at a private clinic to obtain them, and there won't be sufficient time to complete the full course before her travels. I'm puzzled as to why the mobile number provided on the form wasn't used for this communication. We're considering finding alternative healthcare provision.

Difficult to reach by phone

It is difficult to reach the practice by telephone.