Newlands Medical Centre
Poor! (61 reviews)
Poor! (61 reviews)
Feedback across this file reveals persistent challenges with appointment access and reception communication, which dominate patient concerns. Securing appointments remains difficult, with patients reporting long waiting times on phone lines, limited availability, and extended delays between booking requests and actual consultations. The phone system experiences frequent congestion, with calls going unanswered or disconnecting after extended holds. Reception staff communication has been inconsistent, with some patients describing interactions as dismissive, unwelcoming, or lacking courtesy, though others have reported helpful and supportive experiences from individual team members.
Clinical staff are generally recognised as competent and thorough, with several patients praising their compassion and attentiveness. However, some patients have experienced dismissive or unprofessional clinical interactions, and concerns have been raised about gatekeeping practices where reception staff appear to overstep their role in medical decision-making. Preventative health services such as immunisations have been managed satisfactorily for some patients.
The practice appears to struggle with organisational efficiency, including appointment booking errors, delayed follow-up communications, and inconsistent service delivery. While some long-standing patients report satisfaction with care quality, the overall pattern suggests significant access barriers are affecting patient experience and confidence in the service.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
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Feedback across this file reveals persistent challenges with appointment access and reception communication, which dominate patient concerns. Securing appointments remains difficult, with patients reporting long waiting times on phone lines, limited availability, and extended delays between booking requests and actual consultations. The phone system experiences frequent congestion, with calls going unanswered or disconnecting after extended holds. Reception staff communication has been inconsistent, with some patients describing interactions as dismissive, unwelcoming, or lacking courtesy, though others have reported helpful and supportive experiences from individual team members.
Clinical staff are generally recognised as competent and thorough, with several patients praising their compassion and attentiveness. However, some patients have experienced dismissive or unprofessional clinical interactions, and concerns have been raised about gatekeeping practices where reception staff appear to overstep their role in medical decision-making. Preventative health services such as immunisations have been managed satisfactorily for some patients.
The practice appears to struggle with organisational efficiency, including appointment booking errors, delayed follow-up communications, and inconsistent service delivery. While some long-standing patients report satisfaction with care quality, the overall pattern suggests significant access barriers are affecting patient experience and confidence in the service.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Laura S.
8 years ago
Average!
Hard to get past the reception desk
The clinical staff are competent, however accessing the practice or getting past the reception desk presents a significant challenge. The person working on reception displays poor communication skills and unhelpful customer service when answering calls. It's surprising how long they have been in that role.