New Queen Street Surgery

Quick and efficient injection appointment

The appointment was quite efficient, with minimal waiting time before and after the procedure.

Telephone call handled with genuine care

I was very pleased with how my telephone consultation was managed, demonstrating compassion, thoughtfulness and kindness. All relevant matters were addressed thoroughly and I feel satisfied with the result.

Thorough consultation with clear advice and plan

I am only commenting on my experience during my recent visit, which was exceptional. The clinician I saw was very thorough, listened carefully to my concerns, and provided clear advice along with a plan and the reasoning behind it.

Felt listened to and properly understood

Outstanding experience with exceptionally helpful and compassionate care. The clinician demonstrated excellent understanding and conducted a comprehensive consultation.

Quick response and same-day appointment booking

The appointment booking process was straightforward and efficient. After submitting my request, I received a response within an hour and was able to secure an appointment that same day.

Reception staff helped quickly when son felt unwell

Excellent service - when my child became unwell in the waiting area, the reception staff member was wonderful in promptly providing a sick bowl and checking on their wellbeing, as well as alerting the clinical team ahead of the appointment. The nursing staff member was equally fantastic in helping to reassure my child when they felt a bit anxious, allowing them time to settle and relax before proceeding with their assessment. Thank you all very much.

Quick response and same-day appointment arranged

Contacted the practice through the online messaging system to request guidance and received a reply within 10 minutes along with an appointment slot available on the same day.

Helpful receptionist made booking straightforward

Outstanding level of care

Reception helped when booking system failed

I must acknowledge that over the last few weeks when I've required the surgery's services, they have really come through for me, and I'm genuinely grateful for that. Just yesterday, I approached the reception desk early in the morning seeking an appointment. The receptionist directed me to use the online booking system, but I explained that I was having difficulty accessing it. She was extremely accommodating and assisted me by completing the booking herself. I was then seen by a clinician and am currently on the mend following a respiratory infection. I would encourage the team to maintain this standard of care going forward.

Quick phone queue answered without delay

Excellent service received at the local surgery on Friday. When the online appointment system was unavailable early in the morning, I called the surgery at 8am and was fourth in the queue. The phone was answered promptly and the reception team kindly arranged a triage consultation with a clinician. I received a callback offering an appointment at 10.30am. The clinician was excellent and arranged a hospital referral, which I am now awaiting. Outstanding service throughout. Thank you to everyone involved.

Helpful phone consultation about my shoulder

I had a telephone consultation about shoulder discomfort and the clinician was excellent at understanding my concerns. They arranged for me to undergo an ultrasound scan to help identify the underlying cause.

Friendly staff and minimal waiting time

Didn't have to wait long. The staff were very welcoming and worked efficiently. Much appreciated.

Prompt appointment and felt properly listened to

Received a quick response to my inquiry and was able to secure an appointment the same day. The clinician demonstrated a good understanding of my needs from the outset and displayed a warm, approachable manner. I felt my concerns were genuinely heard and addressed. Overall, I was very satisfied with the service provided at this practice.

Couldn't prescribe the antibiotics I needed

I haven't experienced any problems with the practice itself, but I would note that the clinicians available through this service have limitations on what they can prescribe. This means they may not always be able to provide the most suitable medication. In my case, I needed antibiotics but was only offered options that I felt wouldn't be effective for my situation. I wasn't able to access the specific treatment I believed would work, which meant I had to return for another appointment—something I had anticipated would happen.

Receptionist helped sort things out quickly

I managed to get through after waiting 27 minutes, despite being 6th in the queue. The receptionist was very pleasant and my issue was resolved satisfactorily.

Reception wouldn't return my prescription without explanation

Upon relocating to the area, I had an existing hormonal condition that required ongoing medication management. The clinical team here appeared unfamiliar with this particular health issue and discontinued my treatment, referring me to the specialist service at the local hospital. Unfortunately, the specialist team declined to provide the support I felt I needed, despite my blood test results suggesting otherwise. During a period when I was struggling significantly with my mental wellbeing, the practice declined to reinstate my previously authorised medication and appeared to align with the hospital's position, even when acknowledging there had been shortcomings in my care. I found this approach to be lacking in professionalism and would caution others with similar conditions that the practice may not prioritise mental health concerns adequately. I was disappointed by how my situation was handled.

Quick callback and thorough questioning process

Received a prompt telephone consultation where relevant questions were asked about my concerns. A urine sample was requested as part of the assessment, and the specimen container was collected by a family member and subsequently returned to the practice.

Quick appointment with friendly staff

I attended an appointment for a vaccination and experienced no delay. The procedure was completed quickly. The team members were friendly and welcoming throughout.

Couldn't get the help I needed

The appointment did not provide the assistance I was hoping for.

Appointment cancellations and long waiting times

Ongoing difficulties with staffing levels and absences have resulted in repeated appointment cancellations, with significant delays before alternative slots become available.