Newburn Surgery

Reception staff enforced rules in demeaning way

I generally have a very positive experience at the surgery, and the nursing and reception teams are typically helpful and perform their roles well. The medical staff have been adequate. However, I have concerns about certain administrative procedures and how they are enforced by some reception staff members. During a recent visit, I was asked to provide a sample and returned with it promptly. Upon my return, I was told by a reception team member that I had exceeded the acceptable timeframe and would need to provide another sample at a later date. The manner in which this was communicated to me felt dismissive and unhelpful. I felt that the staff member lacked understanding of the clinical significance of samples or my individual circumstances, and their approach to patient interaction could be improved. I believe the practice management should ensure that all staff receive appropriate training in handling such situations and that interactions with patients are monitored to maintain professional standards. I intend to raise these concerns with the appropriate manager.

Misread scan results caused unnecessary worry

A recent appointment involving imaging results left me concerned about the accuracy of the interpretation provided. The information given appeared to be incorrect, which caused considerable unnecessary worry for my family member.

Receptionist team genuinely helpful and caring

I have been a patient at this surgery for over three decades, and throughout this time I have witnessed numerous improvements that have genuinely enhanced the service. The facility itself is highly accessible and the staff consistently go out of their way to be helpful. The reception team demonstrates professionalism alongside genuine compassion, always willing to assist in whatever way they can. Unlike many other practices, obtaining an appointment here does not involve lengthy waiting periods, and urgent cases are promptly attended to by available clinical staff. The current team of practitioners are exceptionally skilled, meticulous in their approach, and treat patients with considerable respect and care. The warm welcome provided at the start of each visit is a particularly valued aspect of the experience. The clinical nursing team have also become increasingly supportive over the years, creating a reassuring environment and demonstrating attentive listening skills. This practice continues to provide an excellent standard of care, and I am grateful for the consistent quality of service provided.

Staff actually took time to listen

Excellent practice with outstanding staff across all departments. I relocated to this surgery after experiencing difficulties elsewhere where I felt unheard and unsupported. The clinicians here genuinely make time to listen and provide genuine assistance. Most of my family members have also switched to this practice, drawn by the exceptional follow-up care and proactive contact via phone or message following treatment adjustments or general wellness checks—something I hadn't encountered at previous surgeries. I've had no trouble securing appointments or receiving timely responses from specialists. Highly recommend x

Reception staff gave me incorrect information

The clinical staff I encountered were not particularly helpful and sometimes provided inaccurate information. However, the nursing team were excellent, consistently friendly and welcoming, and demonstrated greater helpfulness than other members of the team.

Same day appointment made the difference

Excellent medical practice that managed to arrange an appointment on the same day. I was seen by a highly skilled clinician and am very satisfied with the care I received.

Helpful staff who genuinely seemed to care

One of the best medical practices I've attended, with genuinely helpful and friendly staff. Most of the clinicians were excellent and you could sense they truly cared about their patients. It was unfortunate to have to switch to a different clinician.

Helpful and responsive team on the phone

The clinical team and front desk staff consistently demonstrate helpfulness and attentiveness. We feel fortunate to have access to such a capable and responsive group of professionals.

Felt unheard and dismissed during mental health appointment

I attended an appointment regarding serious mental health concerns and felt that I was not listened to throughout the consultation. When I expressed my gratitude sarcastically at the end, commenting that I hadn't received the help I needed, I perceived the clinician to be laughing at me. I had discussed significant difficulties with my wellbeing and mentioned feeling worse after a recent medication adjustment. I felt that the response lacked empathy and that my concerns were dismissed rather than properly addressed. The experience of not being heard during such a vulnerable time was distressing, and I felt that the interaction was dismissive of my situation. As someone who is neurodivergent, I felt this aspect of my needs was not taken into consideration during the appointment.

Helpful staff resolved my issue quickly

Switched practices two weeks ago after spending sixteen years at a previous surgery where requests were consistently problematic. The new practice has proven to be entirely different, offering genuine helpfulness and resolving matters with impressive speed. The team here is excellent.

Helpful reception staff made the difference

Outstanding and tremendously beneficial

Friendly staff who actually listen to you

I have experience with general practices across Newcastle and have not encountered another surgery that compares to this one. The team here is absolutely outstanding, and the clinicians are excellent and knowledgeable in their approach, unlike some other surgeries where the care feels less thorough.

Friendly reception staff made all the difference

This is an excellent medical practice.

Receptionists gatekeeping access to appointments

Unable to progress past certain front desk staff who seem to act as though they hold clinical authority. Being required to disclose the nature of your health concern to them is frustrating.

Reception really helped with appointment booking

I have no complaints whatsoever about this practice. The front desk staff make genuine efforts to arrange appointments for patients, and younger patients receive priority attention. The team is consistently welcoming and supportive. I have been a loyal patient for over two decades and would not consider switching to another provider. 🙌 👨‍⚕️

Reception staff ignore phone calls consistently

The reception team could be more attentive to their duties, as phone calls often go unanswered while staff appear occupied with conversations. Appointment availability has become difficult to secure. While the practice was previously viewed positively, recent experiences have been disappointing, particularly regarding how incoming calls are handled.

Phone queue system doesn't match patient needs

I am very dissatisfied with this practice. They instruct patients to call in the morning to check for cancellations, which I did, only to be offered an appointment several days away when I needed to be seen urgently that same day. This approach seems counterintuitive when someone is unwell and requires prompt medical attention. It is frustrating that the service operates in this manner, and I can understand why the practice has developed a poor reputation.

Phone staff could be more compassionate and helpful

This medical practice was previously excellent, with welcoming staff on reception and caring clinicians. Following staffing changes and the arrival of new office personnel, the overall experience has declined noticeably. The current team can come across as dismissive, curt and unpleasant. When calling, patients deserve to be treated with empathy and consideration, yet interactions often feel disrespectful and condescending. The practice would benefit from a comprehensive review and professional development for recently appointed staff members. Unfortunately, there appears to be little prospect of meaningful improvement in the near future.

Reception team always willing to help

Good practice, staff are consistently willing to assist with any concerns or queries.

Reception and GPs were genuinely helpful and kind

I have not been a patient for an extended period, but I have found nothing to fault. The reception team and clinical staff have both been pleasant and helpful. They have assisted me with medication matters and provided guidance when required. I recognise that these are challenging times for all organisations, and I am confident they will maintain their efforts to provide good care regardless of circumstances.