Newsome Surgery
Poor! (48 reviews)
Poor! (48 reviews)
Feedback reveals a practice with significant operational challenges that substantially impact patient access and experience. The most persistent concerns centre on appointment availability, with patients reporting extended waiting periods ranging from two weeks to several months, combined with persistent difficulties reaching the practice by phone. Patients describe busy lines, frequent disconnections, and lengthy hold times when attempting to book appointments or seek assistance. Reception experience emerges as a critical issue, with multiple accounts of discourteous, dismissive, and disrespectful treatment from front desk staff, particularly affecting vulnerable patients and those with mental health concerns. Communication gaps are evident, including unresponsive email contact and missed follow-up on test results.
In contrast, when patients successfully access clinical care, the medical professionals generally receive positive feedback for their attentiveness, compassion, and clinical expertise. Pharmacy staff are consistently praised for their helpfulness and friendly demeanor. Several long-term patients highlight continuity of care and responsive medical professionals as strengths. However, these positive clinical experiences are substantially undermined by the access barriers and reception difficulties that precede them.
Recent improvements to the telephone queuing system have been noted positively. The practice's ability to deliver quality care when patients are seen is evident, yet the organisational challenges around booking, phone access, and reception courtesy create significant barriers that prevent many patients from reaching that point of care.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
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Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reveals a practice with significant operational challenges that substantially impact patient access and experience. The most persistent concerns centre on appointment availability, with patients reporting extended waiting periods ranging from two weeks to several months, combined with persistent difficulties reaching the practice by phone. Patients describe busy lines, frequent disconnections, and lengthy hold times when attempting to book appointments or seek assistance. Reception experience emerges as a critical issue, with multiple accounts of discourteous, dismissive, and disrespectful treatment from front desk staff, particularly affecting vulnerable patients and those with mental health concerns. Communication gaps are evident, including unresponsive email contact and missed follow-up on test results.
In contrast, when patients successfully access clinical care, the medical professionals generally receive positive feedback for their attentiveness, compassion, and clinical expertise. Pharmacy staff are consistently praised for their helpfulness and friendly demeanor. Several long-term patients highlight continuity of care and responsive medical professionals as strengths. However, these positive clinical experiences are substantially undermined by the access barriers and reception difficulties that precede them.
Recent improvements to the telephone queuing system have been noted positively. The practice's ability to deliver quality care when patients are seen is evident, yet the organisational challenges around booking, phone access, and reception courtesy create significant barriers that prevent many patients from reaching that point of care.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Thomas “.
8 years ago
Bad!
Unprofessional healthcare that fails patients miserably
The personnel here are incredibly discourteous... They constantly dismiss your concerns. One staff member claimed I'm young and healthy, so I can wait for an appointment (with no basis for that assumption). I had to take an entire day off work just to be informed I should come back at 5:30 to collect my repeat prescription. When I arrived, the prescription wasn't even prepared - absolutely appalling staff, abysmal customer service, and not a hint of basic politeness among them. I'm thrilled I'm finally changing medical practices.
Sally B.
8 years ago
Excellent!
Exceptional care from a trusted medical team
I've been a patient at this practice for over a quarter-century, starting with Dr. Hamid and later transitioning to Dr. Paul Richardson, who has been absolutely exceptional. As someone dealing with orthopaedic issues, which happens to be his specialty, I can confidently say I'm mobile again thanks to his swift and precise approach to managing my spinal concerns. Regarding the other staff, the support is outstanding - Sandra is always available for a conversation if any issues arise, and Mary, despite being incredibly busy, ensures each patient feels genuinely important. When Dr. Richardson eventually retires, I'll likely seek care elsewhere, but until then, Newsome Surgery has my complete trust and appreciation. They consistently deliver top-tier medical care, and I've never been disappointed. A well-deserved 5-star rating from me.
Chris H.
8 years ago
Bad!
Frustrating healthcare experience with unhelpful staff
Terrible customer service - impossible to schedule a visit even after waiting nearly a week, and the employees are completely unhelpful and disrespectful
Scott B.
9 years ago
Bad!
Frustrating healthcare experience with impossible doctor appointments
Absolutely the worst medical practice I've ever encountered!!!! They instruct you to call at 8:30am, but getting through is impossible. After making over 30 futile attempts, you finally connect, only to be placed on hold and then informed no appointments are available. You're ultimately forced to seek out an after-hours physician at the hospital - it's completely ridiculous. As someone who has battled cancer, the ongoing challenges I'm experiencing explain precisely why this medical facility has such a terrible reputation
Cazzandayne M.
10 years ago
Bad!
Worst customer service nightmare ever
Completely unacceptable, the front desk staff were the most discourteous and inconsiderate individuals I've ever encountered. It's truly revolting how unprofessional they were. They desperately need to improve their interpersonal communication or find a position that doesn't require any interaction with customers.
Ian F.
10 years ago
Bad!
Terrible service at a business gone bad
Absolutely terrible. The employees are discourteous and frequently ignore incoming calls. This is a perfect example of declining customer service standards.
Dan G.
11 years ago
Bad!
Frustrating healthcare nightmare with no compassion
Absolutely terrible healthcare service with constant booking difficulties. Their appointment schedule is perpetually full, and they instruct patients to ring at 08:30 on Mondays for potential cancellations, but the phone line is consistently busy. Even when you finally connect, they're completely booked, with the next available slot two weeks away. This leaves patients in an impossible situation: either endure potentially worsening health risks for another fortnight, risking permanent damage, or resort to A&E - which they discourage but which at least guarantees some medical attention. This surgery demonstrates a complete lack of compassion, particularly towards patients with non-visible conditions. They're especially dismissive of mental health concerns like stress and depression, brazenly admitting they'll simply pass you to someone who might actually show concern. Their approach is utterly unprofessional and callous. Patients should absolutely avoid this practice, as their indifference could seriously compromise one's health and well-being. Truly shameful medical care.
Blue H.
11 years ago
Bad!
Dangerous medical neglect threatens vulnerable patient's life
A physician at this medical practice has abruptly discontinued critical pain management for a patient suffering from severe Myalgic Encephalomyelitis, leaving her in a dire condition. This careless doctor must immediately rectify this grave mistake before potentially catastrophic consequences befall this vulnerable young patient.