Newlands Medical Centre

Prompt phone calls put anxious patients at ease

I have been attending this practice for a considerable period and was somewhat taken aback by the quantity of unfavourable feedback visible on this platform. Throughout my time as a patient, I have attended on numerous occasions (though I have not experienced any major health concerns). The care I have received has consistently been satisfactory. I attended several appointments recently, both face-to-face and remote, and was impressed by how quickly my treatment was arranged. As someone who tends to experience anxiety, I appreciated that the clinician made a point of contacting me at my home as soon as my test outcomes were available. This thoughtful gesture was genuinely meaningful to me. I have also been satisfied with how the practice manages preventative health services such as immunisations.

Rude reception staff and poor online booking system

The experience was disappointing. The front desk staff came across as disrespectful and unwelcoming to patients. They encourage using digital services, however the online system appears to be poorly developed and difficult to navigate.

Physiotherapist gave vague stretching advice only

The physiotherapy service provided limited practical guidance, with recommendations restricted to basic stretching routines without clear instructions on frequency, repetitions, or sets needed for effectiveness. The approach lacked depth and detailed support, leaving little confidence in the value of the sessions. Private physiotherapy may offer a more comprehensive and tailored experience.

Staff wouldn't listen to my concerns

The staff members were quite dismissive, particularly those in clinical roles. Rather than addressing my concerns, they repeatedly gave the same response without variation. For a physical health issue, I received medication recommendations over the phone for several months without an in-person examination. The situation deteriorated significantly during this period, leaving me unable to manage daily activities comfortably and affecting my appetite substantially.

Felt truly listened to and understood

Excellent healthcare professionals...very compassionate and supportive...would certainly suggest to others...Grateful for the assistance provided.

Rude staff and impossible appointment waiting times

The reception staff lack warmth and courtesy, as do the clinical team members. The difficulty in reaching the practice by phone is frustrating, with calls frequently going unanswered, and when appointments do become available, the waiting times are considerably lengthy. I have experienced dismissive comments regarding personal health matters during in-person visits, and I find it surprising that the practice continues to operate given these concerns.

Phone queue delays left me without urgent care

I am an international student who has been attempting to secure an appointment for several days. When I called, I was informed that the earliest available slot was several weeks away and would be conducted by telephone. I am experiencing significant discomfort with swelling in a particular area and felt frustrated that immediate assistance was not available. As an international student, I contribute substantially to the medical coverage scheme annually, yet felt that the support provided did not match this investment. The overall experience was disappointing.

Practice refuses to see patients, redirects to A&E

I found it difficult to access an appointment with a clinician, as I was directed toward accident and emergency services instead, which involved a considerable wait time. This was frustrating given my family circumstances.

Reception staff were genuinely helpful and kind

The reception team were helpful and considerate. The clinician was thorough and compassionate, addressing all my concerns and going beyond what I expected. The phlebotomy staff member was exceptionally gentle. The team clearly have demanding roles, but I found them all genuinely lovely. Thank you, your efforts are truly valued.

Impossible to reach anyone by phone about repeat notes

I found the service and customer care to be extremely disappointing. Obtaining repeat documentation for an ongoing health matter required what seemed like countless attempts to reach the practice. The level of customer care was lacking throughout. I was asked to attend the surgery with supporting paperwork, and when I did, the staff member I encountered appeared to be on their lunch break. I was told someone would contact me once the matter was resolved, but no call came. When I made further attempts to get through to follow up, there was still no update recorded on my file, and I had to repeat my situation again. After being put on hold for a considerable time, I was informed that the relevant clinician was not at the medical centre that day. To make matters worse, it was not even my usual clinician. I felt the practice fell well short of acceptable standards. My experience suggests others should be cautious about choosing this surgery. The customer care was non-existent, follow-up support was absent, the reception staff were unwelcoming, and the clinical team appeared disorganised.

Tablets arrived same day after ordering

I cannot recommend this practice. I placed an order for medication at mid-morning yesterday and the pharmacy did not deliver it until late afternoon.

Appointment booking system let me down badly

I contacted the practice three weeks prior to arrange an appointment and recorded the date and time in my calendar, only to discover today that the booking was never actually processed. I now face a further wait of a couple of days before someone gets back to me. The service has been disappointing, particularly given that available slots tend to be scheduled very early in the morning.

Reception staff were dismissive and unhelpful

The reception team's approach is quite disappointing. Securing an appointment proves very difficult unless you plan well in advance, and even then you may face lengthy waiting times on the phone before speaking to someone. The staff manner can feel rather abrupt and unwelcoming, which seems at odds with the expected standard of patient service.

Impossible to book appointments here

This practice used to provide excellent care in previous years, but the standard has declined significantly. I would rate them very poorly if possible. My daughter has been attempting to secure an appointment on a daily basis for approximately six weeks without success, as she is consistently informed that no slots are available. While guidance has been issued for practices to resume face-to-face consultations, this practice does not appear to be following this direction. It is extremely difficult to obtain any form of appointment, whether telephone or in-person, and even when a telephone consultation is eventually arranged, the practice frequently fails to make the call at the scheduled time.

Phone lines impossible to get through on

Called to book a medical appointment starting at 8 o'clock in the morning. Following numerous attempts to reach the practice, I was told at around 8.47 that no same-day slots were available. I was offered the option of scheduling an appointment approximately two weeks ahead instead. This situation highlights why patients may resort to emergency services for non-urgent matters. I'm uncertain why a minimum rating was required to submit feedback, though I acknowledge that an appointment was eventually offered.

Face to face appointment felt dismissive and rude

I attended an appointment for a chest and throat examination and was disappointed with how the consultation was conducted. The manner in which I was treated throughout was frustrating, and I found the interaction to be dismissive and unprofessional. I felt the approach taken was inconsistent with the standards I would expect, and I believe the practice would benefit from reflecting on the quality of patient interactions.

Passed around with no answers or resolution

I have been passed between different departments without reaching a resolution and have decided to leave this practice as a result.

Telephone appointments only isn't adequate service

This practice does not appear to deliver a satisfactory level of service. Patients seeking appointments continue to be limited to telephone consultations only. It is unclear why face-to-face appointments remain unavailable now that previous restrictions have been eased. There seems to be a need for changes to be implemented before this practice can offer its patients a comprehensive service.

Long wait times and dismissive attitude

I had a very disappointing experience at this practice. My appointment was scheduled for 9:50 but I was called in after a significant delay of over an hour. The overall quality of care and the facility fell well short of my expectations.

Phone lines need more staff support

The practice would benefit from additional staff to handle patient inquiries more promptly. In-person appointments with clinicians should be prioritised and made available sooner.