Normanby Medical Centre

Felt dismissed and laughed at during appointment

I attended this practice with my baby for a follow-up appointment regarding reflux, after she had been responding well to liquid medication. During the consultation, a second clinician entered the room without introducing themselves and began examining my baby, taking over the appointment. The roles of both clinicians were not clearly explained to me at any point. I later discovered that one of them was a trainee, which had not been communicated to me beforehand. I was then informed that the medication would be changed to tablet form to be dissolved in water. This was presented as a definitive decision rather than something to be discussed, and I did not receive a proper explanation or the opportunity to express a preference, despite mentioning that the current liquid medication was working effectively. When I raised concerns about this, both clinicians laughed, which I found deeply upsetting as I was attempting to advocate for my baby following a challenging period with feeding and health issues. No parent should feel dismissed or made light of in such circumstances. The medication was only reverted to the original form after I pursued the matter further. There were also difficulties with communication following the appointment, as I had to state multiple times which pharmacy should receive the prescription and was contacted again for further confirmation. I subsequently made a formal complaint. While certain points were acknowledged, I felt that the most significant concerns were not adequately addressed. I have also made several attempts in recent weeks to speak with the practice manager but have been unable to arrange this conversation. Overall, I found the experience to be unprofessional, dismissive, and lacking in fundamental respect, communication, and involvement in decisions about my baby's care.

Struggled to feel listened to at appointments

The service at this practice has been inconsistent and unreliable. I felt unheard during my visits and did not receive a welcoming experience. Accessing medication and treatment for my health concerns proved difficult, and the care was not uniform across appointments. One particular clinician's approach left me feeling frustrated—I experienced what I perceived as dismissive behaviour, interruptions during consultations, and a tone that felt sharp and unhelpful. This fell short of the standard of care I would expect from a healthcare professional. I have found other local practices to provide a noticeably better experience. Based on my time here, I would recommend considering alternative NHS services in the area.

Automated phone system cuts off frustrated callers

The automated call system requiring navigation through multiple options to book an appointment, only to be disconnected when the queue reaches capacity, feels counterproductive. This approach appears to make scheduling more difficult rather than easier. An unlimited queue system that allows everyone an equal opportunity to connect would seem more fair than leaving appointment access dependent on chance. The NHS service should not rely on luck to function effectively. The overall experience with this GP practice has been frustrating, and the service quality appears to be declining.

Reception staff helped me get same-day appointment

Medical receptionists often receive considerable criticism, so I wanted to share positive feedback about a team member who works at the front desk. When I visited today feeling quite distressed, the receptionist made every effort to arrange an appointment for me that same afternoon. Over multiple visits, I have observed how this staff member consistently treats all patients with genuine respect, dignity, and professionalism. I have been particularly impressed by their patience and kindness towards older patients, including those with hearing difficulties—they never rush and always respond with compassion. This person clearly excels in their role and is a real asset to the practice. Thank you for your kindness and care. I would also like to mention the younger doctor I saw during my visit, who was equally excellent and provided wonderful support. Thank you to both.

Helpful doctor who actually listens and understands

The clinician at this practice is most helpful and pleasant, listens carefully to concerns, understands the issues, and resolves matters efficiently. Excellent experience.

Hard to book appointments before eight am

Disappointing experience with appointment availability. The booking system requires calling at 8 am, which feels like a gamble. On one occasion, after waiting 45 minutes, I was informed the practice was fully booked due to scheduled training. It seems that only those able to call early in the morning have a reasonable chance of being seen. Overall, I found the service frustrating.

Lift keeps breaking down repeatedly

The lift appears to be malfunctioning on a regular basis, which is frustrating.

Practice manager listened outside consultation door

After experiencing disagreements with the management team, I was deeply concerned to discover someone from the practice standing outside the consultation room during my appointment with a clinician. This felt like a significant breach of my privacy and I found the conduct to be unprofessional.

Couldn't get through on the phone

The medical staff proved unhelpful. Update after one year: *Still unhelpful

Straightforward booking and genuinely helpful staff

I genuinely have no complaints about this medical practice. I've never experienced any problems booking appointments, and all the staff members I've encountered have been extremely pleasant and helpful.

Impossible to book appointments by phone

The early morning phone calls to book an appointment are frustrating and extremely difficult to navigate. Obtaining a straightforward appointment for a referral has proven to be a challenging process. I am planning to transfer to a different health centre at the earliest opportunity.

Receptionist asked too many personal questions

Frustrated with the reception staff requesting excessive personal information when straightforward queries could be resolved with straightforward responses, rather than requiring disclosure of private health matters.

Surgery too quick to refer to A&E

It appears that this practice may prefer to redirect patients elsewhere rather than manage their care directly, which places additional burden on emergency services that are already stretched thin.

Consistent care over many years

Outstanding service throughout my time as a patient at this practice.

Long-term patient valued for genuine dedication and care

I have been a patient at this medical practice for many decades and have witnessed the commitment and compassion that lies at the heart of the service provided. The practice has been a place where many people have sought care, and there has always been a strong sense of dedication to patient wellbeing. While times have certainly changed over the years, the fundamental principles of care and commitment remain constant. The healthcare professional leading this practice continues to work with remarkable dedication, embodying the values that drew many into the medical profession. Thank you to all those involved in providing such thoughtful care.

Helpful reception staff made all the difference

I'm really pleased to have switched to this practice. The reception team are genuinely supportive and attentive, and the clinical staff are excellent.

Practice lost our trust after years of loyalty

I seldom visit the practice, but I am deeply disappointed by the standard of care my family has experienced. The newer clinical staff member comes across as particularly abrupt and lacks interpersonal skills. Despite being a long-standing patient at this practice, I feel it is now time to seek care elsewhere. There have been various issues over the years that I have overlooked, but I have reached a point where I need to move forward. It appears that the quality of care may depend on personal circumstances rather than consistent standards.

Practice genuinely tries hard for patients

This practice demonstrates a genuine commitment to supporting its patients. As with any healthcare service, there will inevitably be some individuals who express dissatisfaction, regardless of circumstances. While the surgery may not handle every situation perfectly, I believe their approach is consistently motivated by a sincere desire to provide good care.

Receptionist attitude makes booking appointments difficult

It's difficult to know where to begin. The service has been consistently disappointing. The reception staff come across as dismissive and unhelpful when trying to book an appointment. The clinical staff don't seem to engage properly with what patients are saying. There are also significant delays in receiving results, despite having to follow up repeatedly. The practice would benefit from considerable improvements across multiple areas.

Reception passed on your child's worries well

I really appreciate the receptionist I spoke with and the clinician who examined my child today. The communication was excellent, with the receptionist ensuring the clinical team were aware of my child's anxiety about the appointment. The clinician was wonderfully supportive and went the extra mile to make my child feel at ease during the consultation, whilst still conducting a thorough examination and providing helpful guidance for ongoing care. Thank you for making what is often a challenging and worrying experience much more comfortable and positive for both my child and myself. Thank you.