North House Surgery

Impossible appointment system for shift workers

If you have a medical problem, you might as well give up. They'll happily take your annual contributions though. Working night shifts, I had to miss 2 shifts this week due to pain and requested an appointment for stronger pain relief medication. I was told I would need to ring at a specific early morning time to attempt to secure an appointment. As someone working nights, staying awake between shifts to potentially get an appointment is unrealistic and raises concerns about safety. The alternative is waiting several weeks for an appointment. The service experience was disappointing. The entire system feels ineffective, and I would prefer not to contribute to it at all. I would seriously consider seeking a refund if possible.

Opening times information needs updating

The published opening hours appear to be inaccurate, as the practice was unexpectedly closed on a recent date without any notification displayed on the website. Like other patients have noted, the approach to care seems to rely on generalised assumptions about patient groups rather than tailored individual assessments or comprehensive treatment planning, particularly regarding chronic conditions. While the team members are friendly and welcoming, the overall system feels overly automated and procedural, which undermines the quality of care delivery.

Dismissed with printed exercises and no real help

Following a week of significant back discomfort, I attended a physiotherapy appointment. After performing some forward and backward movements, I received two printed pages containing exercises and was advised that a week of pain is relatively short-term. I was told that when I return in two weeks for my leg appointment, I could discuss whether the back pain had improved. However, I have found it difficult to work, sit, or sleep comfortably, and the provided exercises have not offered me relief.

Kind staff but online medication system keeps locking me out

The team members demonstrate genuine kindness and compassion. However, their efforts are constrained by the limitations of the current systems in place. The online medication ordering platform appears to be designed with certain assumptions about user capability that do not account for everyone's circumstances. I have made multiple attempts to use this system without success, as it repeatedly prevents me from accessing my account. I am currently running low on prescribed medications and continue to experience access issues with the platform, though there was a brief period when it functioned. For individuals managing mental health challenges, this additional frustration creates unnecessary stress. While I recognise this is not a reflection of the staff's dedication or support, the system itself lacks flexibility for different needs. I do appreciate the assistance the team has provided, though I have decided to seek alternative support through other healthcare channels.

Receptionists blocked access to appointments daily

I'm giving one star as that's the minimum available. I've been unwell for some time—not seriously enough for emergency care, but certainly needing medical attention. However, I'm told daily that appointments aren't available and telephone consultations aren't possible either. The reception staff have been unhelpful, and when I do see a doctor, I feel my concerns are dismissed with only pain relief offered. This practice feels inadequate, and I'm concerned about the potential consequences for patients who may require more thorough care.

Reception staff made booking a follow-up appointment difficult

I found the customer service experience to be quite poor, which appears to be a concern others have also raised. When attempting to arrange a follow-up appointment for an elderly relative, the process felt unnecessarily complicated. I was given reasons such as requiring authorisation and potential waiting periods of several weeks, along with instructions to call on a specific day. This was particularly frustrating given that we had been advised by another healthcare provider to schedule this appointment to receive results and undergo further assessments. With my background in customer service, I felt the manner of interaction fell short of professional standards. The receptionist involved could benefit from additional training in patient communication. Given the age of my relative, I would have appreciated a more proactive approach, such as leaving a note for the clinician or exploring alternative options to facilitate an appointment. These kinds of considerations should be part of standard practice rather than something that needs to be requested. Overall, I was disappointed with how this situation was handled.

Receptionist hung up the phone without explanation

I had a disappointing experience with the reception team today. When I called, I was initially first in the queue, though I recognised they were busy. However, the call was disconnected shortly after being answered, and I had to ring back and wait again, this time further down the queue. When I mentioned this issue to the receptionist, they did not acknowledge or address it. I had to say hello to confirm the line was still active. The response was brief with no apology offered. Throughout the conversation, the tone remained quite curt, and the call ended without a proper farewell. Having worked in a similar role previously, I would have handled the interaction very differently and would never communicate with a caller in such a manner, particularly given they were a patient. It is unfortunate as the rest of the practice staff are genuinely pleasant and helpful. I hope the practice can identify the staff member involved and provide appropriate feedback. The individual had an older voice and did not introduce themselves before ending the call abruptly. The interaction fell short of the standard I would expect and suggests this person may be better suited to a role that does not involve direct patient contact.

Reception gave conflicting information about staff availability

What a frustrating experience! I called the surgery this morning and received a callback to arrange an appointment. I attended the surgery at the scheduled time for my visit. However, at reception, I was given conflicting information about which clinician I had spoken with on the phone. I was also told that the clinician I had originally requested was unavailable, though I received different explanations about their whereabouts when I enquired further. The inconsistency in the information provided was deeply unsettling, and I felt my account of events was not being taken seriously. I felt I had no choice but to leave the appointment. Very disappointing. 👎

Poor quality fitnotes and dismissive response

I requested a fitness note from this practice. The copy I received was of poor quality, with a stamp that was difficult to read and smudged. My employer did not accept it. I asked for a replacement fitness note to be issued. Upon reviewing the replacement, I found it to be equally illegible. I raised a complaint about this matter. A member of staff subsequently approached me to discuss the issue. When I showed him the fitness note, he indicated he could see no problems with it. He was able to read what the stamp stated, though I questioned whether this was because of his familiarity with the document rather than its actual clarity. When I enquired about obtaining a replacement, I was advised to contact the practice again after two days. Overall, I feel the quality standards at this practice fall short of what I would expect. I would recommend that anyone seeking a practice with high standards consider looking elsewhere.

Professional reception staff made booking easy

Extremely competent and well-conducted.

Couldn't reach the practice on Thursday afternoon

I've been attempting to reach the practice throughout the day, but the line keeps indicating it's closed. It's already past mid-afternoon on a weekday, which seems unusual.

Well organised vaccination appointment experience

Excellent service at North House Surgery. The appointment for my vaccination was very well organised and efficiently run. Much appreciated.

Friendly reception made the visit pleasant

The service provided has consistently been excellent.

Struggling to book appointments when needed most

Finding it difficult to secure an appointment at times when it would be most beneficial remains an ongoing challenge.

Quick phone booking got me seen same morning

Called early this morning and managed to secure an appointment shortly after, which was excellent service.

Staff fitted us in despite late arrival

I really appreciate the efforts of the entire team who carried out my husband's test despite him arriving an hour late for his appointment. Thank you for your continued dedication and excellent service.

Felt truly listened to and supported

Thank you to each and every one of you, especially the staff member who supported me during a difficult period last year. I don't know where I would be today without that help. I have total respect for you all.

Long wait but appointment eventually happened

My son had to wait nearly an hour before being seen, which felt like an unreasonable amount of time.

Reception staff book appointments thoughtfully and discreetly

The reception team are welcoming and respectful, providing appointment times that suit your circumstances. The clinical staff are skilled and the practice offers valuable additional services including counselling and physiotherapy support. The facility is consistently busy but well-maintained, with a digital appointment display system that proves very useful. Despite facing significant operational challenges in recent times, the practice continues to deliver care. It's worth appreciating the service provided at no direct cost to patients.

Staff were genuinely helpful and friendly

The entire team here provides excellent service.