Newlands Medical Centre

Couldn't get through on the phone

Attempted to contact the medical centre in the morning after waiting for an extended period, but was unable to reach anyone. Continued trying throughout the late morning without success. Frustrated by the difficulty in getting through to reception staff and receiving a response.

Struggled to get urgent appointment for elderly relative

I have been attempting to secure an appointment for several days following a significant postponement of the original booking. When I contacted the practice to express my concerns, I was offered a date that felt like an extended wait from that point.

Couldn't get through on the phone

This practice was not a positive experience for me.

Phone queue made booking blood test impossible

Absolutely frustrating. Throughout the last year, I've repeatedly been questioned by staff about why I don't use the online booking system, and my explanation has consistently been that registration requires 2 forms of identification, with the second category being so oddly restrictive that it seems unrealistic... What proportion of people in this locality would realistically possess such documentation? Regarding my recent experience. I understand we're dealing with challenging circumstances at present, but I attended a consultation approximately a week ago where the clinician requested that I contact reception to arrange an early-morning blood test. I've attempted to reach them daily for the past week, spending over an hour on hold each occasion before giving up. When I finally managed to get through today, the receptionist informed me 'I see you've relocated? You're outside our service area. You'll need to register elsewhere'. While I accept that explanation, the reality that it took a full week to discover this AND the clinician made no mention of it during our appointment is simply unacceptable. The fact that the clinician couldn't arrange the appointment directly themselves is equally bewildering. It's the current year, and surely the systems should be capable of being modernised to enable staff to book such appointments without these obstacles. In any case, I intend to submit a formal complaint, though truthfully... I'm not convinced it will make any difference.

Struggling to reach the practice by phone

It is difficult to reach the practice by telephone when directed to do so by NHS 111, as the line frequently appears to be engaged.

Can't reach the practice by phone or online

Unable to reach the practice through telephone or online channels.

Long wait before surgery doors opened

The practice states they open at 7:30, but I've been waiting since that time and the phones remain unanswered. They appear to still be closed. It would be helpful if their opening times were more accurate.

Reception staff blocked access to doctor appointments

This practice has significant issues. The clinical staff are competent, however the reception team requires improvement as they operate an overly restrictive gatekeeping system that prevents access to doctors for non-emergency concerns. On several occasions when I have contacted the practice regarding test results, a receptionist attempted to provide medical interpretation rather than simply passing information to the clinical team. The reception staff appear to overstep their role. I have decided to transfer to another practice. The front desk team would benefit from retraining on appropriate boundaries and patient communication.

Avoid this surgery, staff shortages evident

This practice has not met my expectations and I would not recommend it to others. I found the staffing situation to be inadequate for providing proper care.

Reception staff were friendly and genuinely polite

I have been a patient at this practice throughout my life, as were my parents before me. While I acknowledge that obtaining an appointment does take considerable time, I would suggest this is a common issue across most medical surgeries. The reception team and nursing staff have always been courteous and professional, as have the clinicians. I have observed that a significant number of patients book appointments but subsequently fail to attend them. This may well be contributing to the difficulties people experience when trying to secure an appointment. If a substantial proportion of booked slots go unused each month, those time slots could potentially have been allocated to patients currently struggling to find availability. I would suggest that the responsibility for appointment delays may not rest entirely with the practice itself.

Phone queue delays made booking screening difficult

Make sure you go for your screening test there they say, gets a letter saying you're due a screening test try phoning for an appointment to be told try phoning back end of March because staff are on holiday??? No wonder people miss important health checks when you can't even get a bloody appointment this place is getting worse. Like you start phoning at 8 in the morning you get to 107 phone calls and then you get to speak to someone to be told no appointments left 😡 Hate this practice I do thinking about changing them

Long waits for appointment availability

I would not recommend this practice. The appointment waiting times are extremely lengthy and frustrating. It is very difficult to secure a consultation in a timely manner.

Appointment booking difficult, reception staff unhelpful

Like most practices, they struggle with high patient demand, making it difficult to secure appointments. The main concern with this practice, however, relates to the reception team. Staff members often appear dismissive or unprofessional, delivering service that lacks empathy and courtesy. Fortunately, as technology and automation continue to advance, there may be opportunities to streamline these processes, potentially making the already challenging experience of visiting a doctor somewhat more manageable.

Practice nurse turned away patient in pain

My husband became seriously unwell and was turned away by the practice nurse despite being in considerable pain. He had to access emergency out-of-hours care, which is when the two-week urgent referral pathway began. He was subsequently seen at the hospital where imaging revealed significant abdominal issues. He had experienced substantial weight loss, and the consultant arranged comprehensive scans which identified his condition as quite severe, requiring multiple procedures rather than a single operation. Additional findings included spinal complications and chronic respiratory conditions. Despite this, we have been unable to secure an appointment to address his pain management concerns, and this situation has now persisted for over three months.

Phone queues cut off after an hour of waiting

We have been attempting to secure an appointment for my pregnant partner over a two-day period. Upon calling at 8am, we were placed on hold for approximately an hour before the call was disconnected due to the phone system's one-hour queue limit. A subsequent call took a further 15 minutes to connect, only to receive notification that no appointments were available. When I raised concerns about the extended waiting time, I was advised that we should have called at 8am and remained on the line. However, we had done exactly that and were disconnected after the hour-long hold. The receptionist came across as unwelcoming, instructing me to end the call mid-complaint, stating that I was not a priority and was occupying the line needed for other callers. The primary reason we have not sought alternative care is due to a particularly supportive member of the midwifery team, whom my partner values greatly. However, once our current situation concludes, we intend to transfer to another practice. For those considering a change of medical provider, I would recommend continuing your search elsewhere. The reception staff demonstrated poor communication skills and the appointment booking system appears inadequate. While the clinical staff may be competent, accessing their services proves to be a significant challenge.

Practice too busy to answer phones

The practice appears to be managing a large patient load, which may be affecting their ability to respond to telephone inquiries promptly. Availability for appointments seems limited when attempting to book through this method.

Impossible to book an appointment here

It is difficult to secure an appointment at this practice.

Impossible to reach by phone every morning

I would have given this a much lower rating if possible. I had to find a new practice after my previous one shut down, and since registering here I have been unable to secure any appointments despite making repeated attempts. I call regularly throughout the mornings and have never managed to get through—the line is consistently busy or goes unanswered. There appears to be no viable way to make contact with the practice, which I find extremely frustrating.

Impossible to book appointments through phone queue

I would give a higher rating if possible, but unfortunately cannot. The service has been deeply disappointing. I have struggled to access appointments for quite some time, which has made it difficult to use the practice regularly. When I attempted to book an appointment for the following week, I was informed that no pre-bookable slots were available until a specific date that I had mentioned. The call was then disconnected. It took approximately 15 minutes to reconnect, and upon doing so, I was advised that the appointment slot on that date was no longer available as it had just been allocated to another patient. The overall experience has been frustrating, and I find it surprising that the practice continues to operate given these difficulties.

Phone lines always busy when you need help

The practice is difficult to reach by telephone when assistance is needed, and the reception staff could be more attentive to patient concerns.