New Street Surgery

Friendly staff helped book sister's appointments

While I'm not a patient myself, I've interacted with this practice on behalf of my sister-in-law. I acknowledge there are challenges with their telephone system, but whenever I've visited in person to schedule appointments, I've encountered no issues. The reception staff have consistently been extremely supportive, efficiently managing GP bookings and coordinating district nurse appointments.

Clinic failed my mother-in-law's back care

The service was absolutely dreadful. Given my mother-in-law's back issues, scheduling an appointment was a nightmare. Their staff's communication was hostile and unprofessional. After being at the hospital, we approached them, but they claimed we weren't in their system. We contacted 111, who quickly found us an alternative GP, and our records were immediately accessible. I cannot stress enough how poor their service is - for an entire month, we were unable to obtain a sick leave document. We were forced to arrange our own MRI, which ultimately revealed significant back complications.

Phone lines never picked up at 8 am

Throughout the past week, specifically last Wednesday, from 10 am to noon, the phone system was completely unresponsive. I attempted to call at 8 am and remained on hold until 12 pm with zero response. This medical practice has deteriorated dramatically. I receive messages from nurses instructing me to call and schedule a COPD appointment, but how am I supposed to do that when they never answer? It's absolutely ridiculous. Someone needs to intervene and fix this surgery's communication problems immediately.

Endless hold times and dropped calls

I wasted nearly three-quarters of an hour trapped in a never-ending phone queue, constantly being assured I was first in line, only to be repeatedly bounced between ring tones and waiting lists before my call was abruptly terminated! When I attempted to reconnect, I discovered I was now sixth in the queue! This level of customer service is completely unacceptable! It's utterly clear why people become so frustrated they end up seeking medical attention. They absolutely must improve their system!

Endless hold times and one overworked gp

This situation is completely unacceptable. The medical practice is barely functional and is failing to provide adequate care to patients! Similar to many others, I am consistently left waiting on hold for 25 to 30 minutes, only to have my call abruptly terminated without ever speaking to a staff member. With just a single general practitioner on staff, they are still accepting new patients despite being unable to properly serve their existing patient base. This practice urgently requires regulatory oversight and a thorough investigation!

Endless waiting and phone hang-ups

This establishment is an absolute disaster. I was forced to wait for a staggering two hours, and when they finally decided to pick up, they abruptly terminated the call. I attempted to reconnect and was left hanging for another 50 minutes before being cut off once again. The receptionists seem more interested in idle chatter among themselves than actually doing their job and can't even manage to answer the phone properly. These incompetent staff are solely responsible for this embarrassing excuse of a business, consistently disconnecting calls and providing zero customer service (what an utterly ridiculous operation).

Frustrating wait with rude customer service

These administrative personnel are utterly unprofessional! They interrupt and disconnect calls while you're already stuck waiting in a lengthy line just to schedule an appointment!! After spending half an hour in the queue, suddenly - CRASH - your call gets abruptly terminated!! It's absolutely impossible to secure an appointment at this place!!

Unhelpful staff ruined my doctor visit

This medical practice is absolutely terrible. The employees seem more interested in socializing and chatting among themselves rather than providing professional healthcare services.

Long wait times and zero help

Terrible registration process for surgery. Their phone lines are completely unresponsive, and they never seem to have any open appointment slots.

Helpful staff and easy translator support

Update 22.11.2024: Now I see why the other reviews are critical. It's incredibly challenging to secure an appointment, and even when you do, the assistance is minimal. We could readily find all the information we needed through a quick online search. Waiting three weeks for a mere five-minute consultation was completely unproductive. We'll definitely be changing our general practitioner. Original review: My partner and I have been patients at this GP practice for nearly two years, and each visit has been consistently excellent! The staff have been consistently courteous and professional throughout our interactions! I simply cannot comprehend the one-star reviews complaining about appointment difficulties. There was an ongoing global pandemic, and particularly after March 2020, it was clearly understood that booking appointments would be more complicated than before! The telephone consultations were straightforward and beneficial, and they even arranged a translator for me when I required one! Every staff member I interacted with demonstrated remarkable patience. Additionally, the adjacent pharmacy is fantastic, with an incredibly supportive team! I wholeheartedly endorse this medical practice!

Nurse shoulder barged me twice

Deserves 0 stars & needs to be shut down immediately! Absolute worst service & Staff!!!! - Staff Disrespectful/Offensive - Discriminatory/Biased - Nurse Physically Pushed me twice - Repeatedly Cancel appointments (understaffing/frequent staff absences) - Completely unaware of appointment details when you arrive & unable to complete service - Phones permanently unanswered, allowed to ring endlessly - Staff treat you with contempt, like you're insignificant - Constant lying about everything, fabricating conversations and events - Aggressively play the victim card The staff are Disrespectful, Rude & incompetent…from front desk to medical personnel. One nurse deliberately pushed me aside twice and then glared at me afterward. Upon entering to discuss their mistakes, they immediately threatened police intervention, claiming I was "being aggressive" - a clearly racially-charged and prejudiced tactic. Meanwhile, they collectively shouted at me continuously. The nurse physically pushed me aside (which staff collectively denied ever happening. They protect each other's lies)… yet I'm labeled the aggressive one? They constantly contradict themselves just to appear correct, e.g., claiming the supervisor was absent, then declaring herself the supervisor and denying her previous statement. She also claimed she doesn't book appointments, then immediately said she manages all appointments! Ridiculous. They consistently ignore incoming phone calls, letting them ring without response. When questioned about this behavior, they simply deny it occurs. Appointment scarcity isn't due to high demand, but chronic understaffing and consistent staff absences. Entire organizational staff are completely incompetent, miraculous they're still operational! Urgently needs complete shutdown!! AVOID AT ALL COSTS FOR YOUR PERSONAL WELL-BEING!!!!!

Impossible to reach at 8am sharp

Absolute nightmare of a medical practice. Their phone lines are completely blocked by 8am sharp, with no option to wait in line - it's inconceivable how they can be fully booked the instant they open! Unlike other practices that at least offer a queuing system, these guys just shut you out entirely. The staff are shockingly indifferent and unhelpful, displaying zero compassion. I'm definitely finding a new general practitioner.

Endless wait and disconnected call

I've been stuck waiting on hold for nearly an hour, initially at position 4 in the queue, when suddenly the call was dropped from their end. Upon redialing, I was pushed back to position 10. The customer service is absolutely unacceptable.

Worst doctor visit ever downtown

Absolute worst general practitioner imaginable - they don't even deserve a single star rating. The service is deplorable, and it's crystal clear they have zero concern for patients' well-being!!!!!

Receptionists ignoring calls while chatting

I'm utterly appalled that this medical facility continues to operate! After futilely attempting to reach them by phone for half an hour, I decided to visit in person. Upon arrival, I discovered both receptionists engaged in casual conversation and laughing, completely ignoring the continuously ringing phone. When I pointed out that I'd been trying to contact them for over 40 minutes with no response, their dismissive reply was, "Can't you see we're busy?" Unbelievable! They were clearly not occupied and were casually sipping coffee while the phone went unanswered. I witnessed their unprofessional behavior firsthand. And if I were to challenge their conduct, I'd somehow be painted as the aggressive one! The lack of customer service and basic professionalism is shocking.

Unhelpful staff ignored my calls

Extremely poor customer service at the front desk. They are completely unresponsive to phone calls. It would be advisable to replace the current reception staff entirely.

Midland's clinic lost my driver's licence

The absolute bottom-of-the-barrel medical practice in this region completely botched my documentation, leaving me without my driving permit. The entire staff deserves immediate dismissal, and they should rebuild their entire operation from the ground up. I've been associated with this facility for half a century, and it's become an absolute embarrassment. I'm eagerly awaiting feedback from anyone who has experienced this disaster. One star is far too generous for this complete joke of a healthcare provider.

Endless wait on hold with no help

Their customer support is absolutely frustrating - endless phone waiting times with zero chance of anyone actually answering. The service is completely unacceptable; you just sit there calling repeatedly and no one responds. Without a doubt, this is the most terrible healthcare provider I've ever encountered. The experience is incredibly disappointing 😢.

Worst healthcare service in 40 years

I've been a loyal patient at this practice for four decades, and I've never experienced such a deplorable level of service! The phone lines are perpetually congested, and securing an appointment seems impossible. The staff are completely indifferent and unwilling to assist patients. Right now, I'm stuck as the first caller in the queue, and I've been waiting for 14 minutes - it's clear they're deliberately avoiding answering. This is absolutely unacceptable. I strongly advise anyone looking for a medical practice to steer clear of this one.

No appointment when i needed help

Terrible service encounter. Whenever contact is attempted, they consistently claim no availability. Morning calls result in either a 20-minute wait before someone answers or being told they're completely reserved. We're left completely confused about when exactly we're supposed to schedule an appointment.