Newlands Medical Centre

Impossible to book appointments despite calling daily

I have been a patient at this practice for over four decades and have noticed a significant decline in the service provided. Obtaining an appointment has become increasingly challenging, particularly when urgent medical attention is needed. Based on feedback from other patients, this appears to be a widespread concern rather than an isolated experience. Over a recent three-week period, I made multiple attempts to book an appointment by calling at opening time on weekdays, but after extended waiting times on the phone, I was consistently informed that no slots were available. When I communicated my concern about the difficulty in accessing timely care, I was directed to alternative services. This response left me feeling frustrated and disappointed with the level of support provided.

Kind staff made me feel heard

The team were friendly and welcoming, and I felt satisfied with the level of care provided.

Helpful reception staff and good care

The reception team consistently demonstrates helpfulness and a pleasant demeanor. We are generally very pleased with the quality of care provided at this practice.

Reception staff were consistently polite and helpful

I have witnessed situations at the medical centre where dissatisfied patients have left negative feedback when unable to get what they wanted. I have been a patient there for many years and have consistently experienced politeness and genuine helpfulness from the staff, whether communicating by phone or attending appointments. The team has always treated me with respect. I feel it is unfair to criticise those who are genuinely doing their best to help patients.

Repeated visits without proper examination or investigation

I had to return on multiple occasions to report a concern about a lump in my neck. During these visits, I did not receive a physical examination and was repeatedly told that nothing could be detected. Eventually, I underwent an imaging scan at the hospital, which initially appeared to show the area I had indicated was clear. However, two years later, I discovered that a benign growth had actually been present on the scan, though it was located slightly lower than where I had pointed out the concern. I felt frustrated with my experience at the practice and believed the clinical approach could have been more thorough. I also felt that the staff seemed more focused on their own matters than on providing attentive care.

Rushed appointments with dismissive emergency responses

The practice appears to have limited availability for appointments, and they do not seem to regard many situations as requiring urgent attention. When concerns are raised, the typical response is to direct patients to contact emergency services rather than offer a consultation at the surgery.

Reception staff unhelpful with repeated callback requests

I found the reception experience to be disappointing. The standard response of being asked to call back the following morning at 8am became repetitive after multiple attempts to reach the practice over several days, yet appointments remained unavailable. As someone who works, this calling window is not practical for my schedule. The staff member's demeanor came across as unhelpful and dismissive, lacking the willingness to assist with my situation. It is frustrating that this approach to customer service persists in a modern healthcare setting. This experience has significantly affected my confidence in the practice, and after being a patient for some time, I am seriously considering seeking care elsewhere.

Receptionist's advice helped secure same-day appointment

This is regarding an appointment for my father. The receptionist provided helpful guidance and demonstrated genuine understanding of the situation, suggesting that we call back the following morning to request an appointment, which we did and were able to secure one for that same day. The wait time to see the clinician was over 45 minutes, and my father was seen by a clinician who was excellent. I came to understand the wait time given that they were extremely thorough in their approach. Overall, if you are able to accommodate a wait, you would receive attentive care and feel genuinely heard throughout your visit.

Reception team made me feel welcome

The clinician at this practice is a genuine diamond of a bloke and a brilliant doctor. The reception team is also excellent.

Felt unheard and judged during appointment

I've never left a GP appointment feeling so invalidated. The clinician I saw showed no compassion or willingness to listen. Instead of supporting me through what was already a difficult and vulnerable time, they were cold, dismissive, and more focused on questioning my choices than actually offering help or support. It felt like they were trying to catch me out rather than understand me. What's even more concerning is that I'm aware others have had similar experiences with this clinician. This doesn't seem to be a one-off. Patients deserve to be treated with empathy, especially when they're already struggling. That was completely lacking here. To be clear, I have no issue with the other doctors at this practice. Even when I haven't heard what I wanted, I've always felt respected and heard. But this clinician's entire demeanour was so poor that it massively worsened the situation. I wouldn't feel safe seeing them again—only judged and disrespected.

Reception staff were dismissive and unhelpful

I had a very negative experience at this medical centre, from the reception staff through to the clinical team. I felt the staff were dismissive and unhelpful throughout my visits. I attended multiple appointments for a skin condition and felt that my concerns were not properly addressed. Despite these visits, I did not receive the treatment or support I expected. The clinical staff's manner towards me was unprofessional and made me feel unwelcome. I was disappointed by the overall standard of care and the attitude displayed by those working there. I found the experience distressing and felt that my needs were not taken seriously.

Phone lines impossible to get through on

Absolutely shocking experience with the phone system. I have been attempting to reach the practice repeatedly since early morning, making numerous calls in an attempt to secure an appointment, only to be told that nothing is available. It appears far easier to receive a callback than to get through to someone who can answer the phone in the first place.

Reception staff went the extra mile

I had such a positive experience with the reception staff member who assisted me. They were incredibly kind and supportive during my visit when I wasn't feeling well. They went above and beyond to help me and made a real difference to my experience. I'm very grateful for their excellent service and dedication to their role.

Front desk staff were unhelpful and dismissive

The reception team was unhelpful and came across as dismissive. They seemed to overstep their role and were unkind when assistance was needed urgently. Their manner was insensitive and unhelpful. I found the overall experience at this practice to be very disappointing.

Reception didn't handle distressed patient well

I recently observed my partner, who was experiencing significant discomfort, being addressed in a manner that felt dismissive by a member of the reception team. It seemed that there was a lack of understanding that patients attending appointments may be dealing with considerable pain, which can affect how they present themselves. I also felt concerned about the expectation that reception staff should be providing medical assessments or judgements.

Long wait for medication review callback

The receptionist contacted me to schedule a call with the doctor regarding a medication adjustment recommendation. Unfortunately, there was a significant delay of over five weeks before I could speak with the doctor. I found this waiting period frustrating, particularly given the limited availability for consultations.

Impossible to book appointments without early morning queuing

The standard of care provided fell significantly short of expectations. Obtaining an appointment proved extremely challenging, requiring an in-person visit to the practice and arriving early in the morning. One of the reception staff appeared reluctant to facilitate face-to-face consultations with clinicians. The clinical team seemed unwilling to issue prescriptions, instead suggesting that conditions should be managed without medical intervention. There appeared to be disagreement regarding treatment approaches that had been recommended by specialist services. Additionally, long-standing repeat prescriptions were discontinued without prior notification. The practice appears to be in decline and may struggle to remain viable in the coming years. The service now falls well short of the standards that were previously established and maintained over many years.

Friendly staff and consistent care over the years

Have always had a positive experience at this practice. The team has consistently been welcoming and approachable. I have been a patient here since the practice opened, and previously attended when it was located elsewhere. Would recommend continuing with the excellent service provided.

Phone lines impossible to get through on

I have been attending this practice since childhood. It was previously considered one of the better surgeries locally. Unfortunately, over the past several years, the standard of service has declined significantly. Telephone access is extremely difficult, with calls frequently going unanswered, and when someone does pick up, the response is invariably that no appointments are available and to call back the following day. The online consultation system appears ineffective, as responses typically just direct patients to phone at opening time. I have been experiencing ongoing health concerns for more than two years without making progress, as I am unable to secure appointments. Additionally, I have been attempting to arrange a blood test for over seven weeks, but have been unable to reach anyone by phone to book this.

Hard to reach but they listened to me

To be honest, it can be challenging to reach them at times, but I've generally had a positive experience at this practice. They took my concerns seriously regarding my mental health and were quick to discuss treatment options with me. There have been occasional moments where interactions with the front desk felt a bit uncomfortable, though I've never felt completely dismissed by any staff members. There's a younger member of the reception team who always greets me with a friendly demeanor when I arrive, which helps make visits feel a bit less intimidating.