North House Surgery

Staff went out of their way to help me

Healthcare is provided at no cost, so complaints seem ungrateful. In other countries like the USA, lacking insurance means remaining unwell and suffering, or depleting your savings and assets to afford treatment. We should appreciate our fortunate position in the UK. This is an excellent practice with dedicated staff who are part of our valued health service. Following a recent update, I had forgotten to arrange necessary preventative measures before travelling abroad. The team went above and beyond to assist despite this being my oversight. The surgery has been outstanding and consistently reliable. I'm very grateful. As an additional note, visitors might consider bringing small tokens of appreciation such as fruit, biscuits, or a card to show thanks, whatever feels appropriate. Finally, certain political parties may not prioritise our health service adequately, risking its future and potentially paving the way for private insurance models. It's important to consider these implications when voting.

Helpful and straightforward appointment booking

The practice has consistently been accommodating regarding scheduling. I have not experienced any difficulties with the booking process.

Friendly reception staff made the visit pleasant

Excellent facility

Phone lines busy but staff genuinely helpful

It can occasionally be challenging to reach the practice by telephone, however North House Surgery has proven to be quite responsive and supportive in my experience. I've also appreciated having greater consistency with the healthcare professionals I see compared to my previous practice, which relied heavily on temporary staff. I'm unable to comment on how the practice handles referrals to specialist services at this stage, as I haven't required one since becoming a patient here.

Helpful reception staff made booking easy

Consistently supportive and accommodating.

Dismissed and left without proper investigation

While I previously left a positive review of the surgery, I feel compelled to revise my assessment following recent experiences. Since experiencing a significant incident in July 2023, I have been unable to work or manage basic physical activities. Imaging investigations have identified spinal and hip-related findings, though subsequent results appeared contradictory. Despite repeatedly requesting support to return to normal functioning, I have felt let down by the care offered. The medication options presented have not been suitable for me, and requests for targeted joint injections have been declined. The physiotherapy provided at the practice has continued throughout, but I have not been offered specialist musculoskeletal physiotherapy or received thorough investigation into the underlying cause of my symptoms, which would help me pursue appropriate self-management strategies. Most concerning is an incident in February when a clinician made the decision to discontinue a medication I had been taking for twelve years, withdrawing it over just one week. This rapid cessation resulted in significant adverse effects including sleep disturbance, emotional distress, and worsening pain symptoms. I believe this approach was inappropriate and poorly managed. I have lost confidence in the care I have received at the practice. A recent comment comparing my situation to something not worth investing in has further undermined my trust. My overall faith in the healthcare system has been significantly shaken by these experiences.

Reception blocks access to appointments too easily

It's frustrating that before I even call at just before 8 am, I anticipate being asked to attend a different location. I've also been informed that certain conditions aren't handled at this surgery. My husband recently had a procedure with stitches and when he rang to request a wound dressing appointment, he was directed to travel elsewhere, which seemed impractical given his recent treatment. However, it's notable that appointments appear more readily available when arranged through the pharmacy route. When I do manage to get an appointment, the waiting room is often nearly empty. I feel I should ask for clarification on which health concerns can actually be seen here. It's disappointing because once you get past the initial reception stage, the clinical staff are genuinely supportive and professional. The experience shouldn't be this complicated.

Repeated appointment cancellations are frustrating

The practice has cancelled my appointments on multiple occasions.

Quick response and same-day X-ray offered

Received a prompt response and was able to have a telephone appointment with an imaging scan offered on the same day. The practice is excellent and the team members were friendly and courteous. Very satisfied with the service provided.

Impossible to get appointments for working people

The appointment system seems problematic. There are rarely any slots available that suit working schedules, making it difficult for those unable to arrive early in the morning. Patients are frequently directed to alternative services instead.

Quick phone access and unhurried consultation time

Would have been 5* had I not had issues with the surgery in the past. Got through within 10 minutes of the phone lines opening. The receptionist was very courteous and professional on the phone and arranged a telephone appointment with no problems for that day. A clinician rang me around lunchtime, spent a decent amount of time listening to me about my concerns, had no hesitation in booking me in for imaging investigations which are scheduled for a few days' time. I never felt rushed and the doctor was very informative when I asked numerous questions. The clinician is 5* plus in my opinion.

Staff were genuinely helpful and attentive

I have no complaints about the staff whatsoever. While I'm aware that some individuals have had negative experiences at this practice, my family and I have found nothing to fault. The clinicians I've seen have consistently provided excellent care. I'm grateful to everyone at the practice for their service.

Impossible to book an appointment here

Attempting to secure an appointment with a medical professional feels extraordinarily difficult.

Long phone queues made getting an appointment difficult

Attempted to book an appointment by calling on multiple consecutive days, only to wait in a queue for an extended period before being informed that no slots were available, though an alternative appointment at another location was offered. Later in the week, an e-consultation was submitted. A call was received that same afternoon indicating a GP would contact by a specified time on Monday. However, this call did not arrive by the expected timeframe. There appears to be a lack of urgency regarding what was described as a time-sensitive referral that requires GP authorisation.

Long waits to book appointments here

Getting an appointment at this practice can take quite a while, though some of the clinical staff members are approachable and pleasant.

Nurses' attitudes let down the service

The attitudes displayed by certain members of the nursing staff were quite disappointing, and the overall standard of professional service fell short of expectations.

Impossible to get appointments when calling early

I have consistently had negative experiences at this practice since registering there. Obtaining appointments has proven extremely difficult, despite following the recommended procedure of calling at opening time. There appears to be poor coordination between reception staff and clinical staff. Urgent matters do not seem to be treated with appropriate priority, and callers are often dismissed without resolution. After making several calls across multiple days regarding an urgent concern, I felt no progress was made. The service has been unreliable overall. I would leave a lower rating if possible.

Phone queue kept cutting me off mid-call

I'm aware from previous visits how challenging it can be to secure an appointment, and when I needed one recently, I encountered a pre-recorded message outlining various options. The first option mentioned booking appointments, which proved unsuccessful, while the final option involved holding to speak with someone, but this also didn't work out as the call disconnected after a few beeps. It's frustrating to experience these difficulties when trying to access the service.

Reception blocks access to appointments easily

It's frustrating trying to access clinical staff as the reception process presents a significant barrier. Calling at the designated time still does not guarantee an appointment can be secured.

Reception staff were friendly and helpful

An excellent experience today with friendly, professional and effective reception staff, and a personalised and compassionate approach from the clinician. Many thanks for a great service during trying times.