Northumberland Park Medical Group

Reception staff made me feel genuinely welcomed here

I have been registered at this practice for just over two years and I am disappointed to be leaving. As someone with specific healthcare needs, I have found it challenging being seen by different clinicians across various practices over the years, until I found a clinician here who understood my background and requirements. This clinician provided the continuity of care I had been seeking for a long time. The reception team and nursing staff are also friendly and supportive. I would recommend this practice to anyone looking for a change or seeking a surgery that demonstrates genuine care for its patients. Thank you for the assistance provided.

Reception offered six week wait for appointment

I was very disappointed with my experience at reception when requesting an appointment for a nurse to examine a health concern and being offered a slot six weeks away, with a suggestion to visit an alternative provider instead. This is not an isolated incident, as I have experienced similar issues with the reception team previously. The service fell well short of expectations. Additionally, I submitted a form requiring authorisation which I was told three weeks later would not be processed, representing a frustrating waste of time. I have serious concerns about whether this practice meets the standards expected of an NHS provider. The reception service requires significant improvement, and I would encourage the management and clinical team to reflect on their commitment to serving patients effectively. I have also noticed that responses tend to be provided to positive feedback rather than addressing concerns raised by dissatisfied patients.

Appointment chaos and wrong service signposting

I found it difficult to receive the correct items when visiting, and obtaining an appointment proved to be a challenging process. When I did manage to secure an appointment, I was directed to an inappropriate service for my needs. While the staff were pleasant and offered apologies for the issues, these apologies did not resolve the underlying problems I experienced. Additionally, the practice's opening hours appear to be structured in a way that does not accommodate those with standard working schedules.

Friendly staff made me feel welcome

The service provided has consistently been excellent, with all staff members delivering high-quality care and support.

Concerns ignored, switching practices now

I have encountered a couple of unsatisfactory visits at this medical centre and, regrettably, my issues have not been resolved. As a result, I feel compelled to seek care elsewhere.

Helpful and clear explanations at appointments

My husband and I were very grateful for our recent appointments. The clinician we saw proved to be extremely helpful and supportive, taking time to explain matters to us in a clear and understandable way. The practice should be commended for delivering such excellent care and service.

Phone support that actually took time to listen

The staff member I spoke with on the phone was very pleasant, and the conversation lasted approximately 20 minutes. It was appreciated that they took the time to listen and engage thoroughly. They demonstrated considerable expertise and provided helpful guidance. I'm very grateful for the support received.

Quick appointment booking made all the difference

I called the surgery one morning and managed to secure an appointment within half an hour. The clinician I saw conducted a comprehensive consultation and provided clear recommendations about the next steps in my care. I felt satisfied with the proposed approach and the direction of my treatment. Two days after that visit, I attended a follow-up appointment where another member of staff carried out blood tests, measured my weight, and took my blood pressure reading. The overall service was excellent, and I was particularly pleased with how promptly everything was arranged and completed. I am grateful for the care received.

Reception staff spoke over and hung up

This has been my least satisfactory experience with a GP practice. I have found the reception team challenging to interact with, and during a recent visit I experienced being interrupted and disconnected when I requested the opportunity to speak without interruption. As a result, I have needed to seek care elsewhere at an urgent care facility. This represents the second occasion where I feel my healthcare has been compromised by this practice, and I have reached the point where I can no longer continue. I would strongly recommend considering alternative practices if possible, as I will be doing myself.

Consistent follow-up care made all the difference

Excellent experience overall. I've been dealing with various health matters, and the practice has been outstanding in arranging and managing follow-up appointments and ongoing care. The same level of attentiveness applies when I've needed support for family members as well. I've consistently had positive interactions and found the team to be friendly and welcoming throughout.

Repeated prescriptions without proper listening

I found the service unhelpful as the staff appeared to be in training with limited experience. They seemed able to identify straightforward conditions, but when my family member presented with ongoing sleep difficulties and abdominal discomfort, the same medication was prescribed that had been tried repeatedly over the previous months without improvement. This was disappointing.

Reception staff were dismissive and unhelpful

Excellent medical practice with disappointing reception experience and limited customer service awareness.

Friendly staff but appointment delays need fixing

I have been a patient at this practice for nearly three years and have consistently felt well cared for. The clinical team members are approachable, considerate and attentive when listening to concerns and offering appropriate advice for both paediatric and adult patients. However, there are administrative challenges that could be improved. Despite arriving punctually for appointments, there are frequently delays of at least twenty minutes before being seen by a clinician. On one occasion, the delay extended to approximately one hour past the scheduled appointment time, which was frustrating and warrants attention. The waiting times during triage appear particularly lengthy on certain weekdays, with the queue seeming to progress slowly. Overall, this is a solid practice and I would appreciate to see these administrative issues addressed in due course.

Friendly reception staff made me feel welcome

I have been attending this surgery for several years, and the clinicians and reception team have consistently been pleasant and welcoming. During my recent visit, I was seen by a clinician who demonstrated good understanding and a considerate approach. I would recommend this practice.

Quick appointments and genuinely listened to concerns

Very pleased with the standard of care received. Appointments are consistently prompt, and the healthcare provider demonstrates a genuine willingness to listen and offer helpful guidance.

Receptionist offered helpful callback for urgent appointment

Contacted the practice during the afternoon seeking advice and an appointment for a family member who had recently been discharged from hospital. The receptionist suggested arranging a callback the following day to assess the situation and determine the appropriate next steps, which was greatly appreciated. A few hours later, a clinician called to speak with both myself and my family member. They allocated considerable time to the consultation, demonstrated warmth and reassurance throughout, and maintained a light tone during the conversation. Following what had been an anxious and worrying period, the clinician proved to be meticulous in their approach, communicated clearly and comprehensively, and ensured all relevant matters were thoroughly addressed. They reviewed the current medication arrangements, organised necessary adjustments, and provided clear guidance on how best to contact the practice if any new concerns or complications arose during the recovery period. The practice has been excellent and we feel fortunate to have access to such care. I would add this observation: since recent changes to healthcare systems, I have noticed that maintaining politeness and courtesy when interacting with NHS services, regardless of any frustration, makes a meaningful difference. Similarly, approaching receptionists with courtesy and asking how best to communicate concerns within the current practice systems has consistently resulted in being directed to the most suitable and timely care. I would encourage others to adopt this approach rather than expressing frustration toward reception staff. Their responsibilities have increased significantly at the same pace that many of us have found the new systems challenging to navigate and understand.

Reception staff respectful but can't see preferred GP

I have considerable respect for the reception team at this practice. I have been a patient here for a considerable time. However, I have found it difficult to see the particular GP I consider to be my own doctor over an extended period. I hold no ill will toward the other clinicians I have consulted, as many have provided good care. Nevertheless, the inability to see my preferred GP has had a negative impact on my wellbeing.

Quick appointment when I needed one

I had to request an appointment at reception and was seen by a clinician within just a few minutes. Since this wasn't an urgent matter, I had anticipated needing to wait until the following day, so I was genuinely pleasantly surprised by how quickly I was able to be seen. I recognise this level of promptness isn't always typical, so I'm very grateful for the excellent service provided.

Staff genuinely wanted to help me

I have found this GP practice to be excellent. Compared to other surgeries I have attended previously, this one stands out as superior. The team members are considerate and compassionate, and they demonstrate a genuine commitment to assisting patients. Appointments are readily available when needed. I would happily suggest this practice to others.

Appointment access difficult, advice unhelpful

It was challenging to secure an appointment through the usual channels. After contacting the out-of-hours service, I was eventually able to arrange an evening consultation. However, the clinician's approach seemed dismissive of my concerns, and the guidance provided did not address my needs effectively, leaving me feeling disappointed with the overall experience at this practice.