Northumberland Park Medical Group

House call made a real difference

I would recommend this practice to anyone I know, as the clinician has made a tremendous difference to my elderly relative's life. I cannot thank them enough, as they have been absolutely wonderful. I wish we had such dedicated healthcare professionals at our own surgery. Thank you for the home visit today, your care and attention have been truly incredible.

Practice dropped patients without proper warning or support

I was receiving regular medications through a weekly dispensing system. My entire family was removed from the practice with only one day's notice before the Christmas period. The pharmacy was not informed of this change. I was told that on a specific date I would need to register with a new practice and obtain new prescriptions within an extremely tight timeframe, despite my mobility limitations. Some of my medications are essential post-treatment prescriptions that I depend on for my health and wellbeing. I raised concerns about the lack of notice and the difficulty in meeting the prescribed timescale, but felt my questions were not adequately addressed. I have recordings of conversations regarding this matter. Over the previous year, I had repeatedly raised concerns about medication levels that were not initially believed, though these were later confirmed as valid by hospital correspondence. The sudden removal from the practice, combined with the lack of communication to relevant parties, caused significant distress to my family during the Christmas period. I felt the explanations provided were inconsistent and that the situation was not handled appropriately given the circumstances and established NHS guidelines for practice transfers. In response to the practice's reply, I remain concerned about the lack of accountability and the conflicting accounts of what occurred. The communication failures between different parties involved suggest systemic issues that warrant clarification.

Struggling to book appointments through the phone queue

The appointment system feels disorganised, with the early morning booking process resembling a lottery where getting through is uncertain. This approach means people often delay seeking help until their condition becomes more serious and potentially harder to manage. When daily appointments were unavailable, we were directed to seek care elsewhere, which highlights how the current system struggles to accommodate demand. A significant overhaul of appointment management would be beneficial, particularly allowing advance booking for non-urgent matters to reduce the daily pressure. I've awarded an extra star because the staff are clearly committed and doing their best, despite operating within a framework that appears inadequate for current needs.

Reception staff made me feel genuinely welcome

I switched to this practice at the beginning of the year. My experiences at previous surgeries had not been satisfactory. However, I genuinely cannot find fault with this surgery. From the reception team through to the clinical staff, everyone I have interacted with has been pleasant and compassionate. All members of the team have demonstrated kindness and empathy throughout my time as a patient here.

Felt listened to and well cared for

Excellent experience for both myself and my family member - nothing to complain about.

Smooth online registration and helpful staff support

We relocated to this area a few months ago and switched to this practice. I completed the online registration process. I received an email from a member of the practice team indicating I had overlooked something, but through our email correspondence we were able to complete the registration successfully. We have experienced no issues whatsoever with anyone we have interacted with at the practice. Absolutely brilliant.

Registration sorted quickly and helpfully

I needed to register a family member at a new GP practice following a house move and arrange for essential medication to be delivered, as they had significant mobility limitations. I live in a different area and was concerned about managing this remotely. The registration and medication arrangements were completed promptly thanks to the dedication and hard work of a staff member who was absolutely brilliant and extremely helpful. The service provided was fantastic and removed a considerable burden from my shoulders. It was a professional and efficient service delivered by what appears to be an experienced member of a strong team. I'm very grateful for the support received.

Receptionists who actually listen and help

The receptionists at this practice are among the finest I have encountered - they are warm, empathetic, and genuinely attentive to what patients need. They make a real effort to ensure you receive the appropriate support. The clinical staff are equally pleasant, compassionate, and willing to assist.

Reception staff helpful and app makes prescribing easy

Having experienced various GP practices across different regions of the country, I would say this one ranks among the best I have encountered. The reception team have consistently demonstrated helpfulness and responsiveness when answering calls. The practice's digital platform makes it straightforward to request repeat medications, and their website provides comprehensive and current information about the appropriate departments and services to contact. Obtaining an appointment with a clinician was straightforward, and they took time to understand my concerns thoroughly. Their knowledge of the subject matter was evident, and they provided reassurance throughout the consultation, which I believe are among the most valuable aspects of healthcare. I would hope to see this standard of care maintained more widely across all practices.

Appointment callbacks never arrived when promised

I have had a very disappointing experience with this practice. I called requesting an appointment on Thursday and was advised that a clinician would contact me at 7.30am on Tuesday. When I called back on Friday to explain this timing would not work for me, I was told I would receive a call that day, but no one got in touch. I then had to ring again the following day. I have made repeated calls about the ongoing pain I am experiencing, but feel I have not made any progress. The medication prescribed has not been effective for my condition, whereas I have previously been prescribed alternative pain relief by other practitioners that has worked better for me. The practice has indicated this is the only option they can offer. Combined with the sleep disruption caused by my pain, I find myself frustrated with the lack of support. I can understand why some people might seek alternative solutions outside of standard medical care when they feel let down by their healthcare provider.

Helpful doctor who actually listened to me

Very helpful, the clinician I saw listened to all of my concerns and has assisted me. I am now having these matters investigated.

Easy to get same-day appointments here

Since relocating to the North East a couple of years ago, I'm pleased to report that this GP practice is among the finest I have experienced. I've consistently been able to access appointments with a clinician, typically on the same day I make contact, and the entire team including clinical staff and administrative personnel have always been courteous and supportive.

Staff listened and took time with me

I've experienced several health concerns over the past couple of years, and the clinical team at this practice have been absolutely excellent throughout.

Staff took time to listen and follow up

I felt compelled to write a review, which I rarely do, but after receiving such helpful support from a member of the triage team, I had to share my experience. After calling in the morning to request an appointment, I received a callback and the staff member spent considerable time understanding my concerns about my health issue. At no point did I feel rushed or that they were eager to move on to the next call, even though I'm sure they had other demands on their time. They listened carefully and we worked through the issues together, which actually freed up an appointment slot for someone else. This kind of proactive problem-solving would have previously required persistent follow-up with a doctor, but instead a practical solution was found. When I mentioned a secondary concern, they were equally supportive and helpful. I ended the call feeling very satisfied with the conversation, which was exactly what I needed. What impressed me further was what happened the next day. The staff member followed up by speaking with a doctor about my minor concern, then called back and left me a voicemail with advice. They could easily have overlooked this or been too busy with their other responsibilities, but this thoughtful gesture made a real difference to my experience. I'm very grateful for their care. I should also mention that the doctors I've seen have been excellent, and I've found the pharmacy in the adjacent location to be very good as well. I have no connection to anyone at the practice.

Felt listened to and well supported

I cannot express how excellent this medical team and staff are. I have experienced ongoing concerns over the past two years and the healthcare professional who has been managing my care has been outstanding. I can only offer praise for them and all of the staff members. In my view, this is a great practice.

Friendly staff but weekend closures frustrating

Excellent service with approachable clinical staff and no issues to report. The only drawback is that the practice is not open at weekends, even for prescription requests.

Phone booking system needs serious improvement

Getting through to book an appointment by telephone is extremely difficult and frustrating.

Phone booking window doesn't work for everyone

The clinical staff I've encountered have been excellent, however the current appointment scheduling system presents significant challenges. Appointments can only be booked through a single telephone window each morning, with an initial triage call required before an appointment can be confirmed. This arrangement is impractical for my work schedule, as I'm unable to make calls during those specific hours, making the system inaccessible for my needs.

Front desk staff were helpful and genuinely welcoming

I believe many of the assessments shared here lack fairness. For instance, if you're dealing with a long-term health issue that's been made worse by environmental factors like temperature and seasonal allergens, and you feel you need immediate care, the appropriate place to visit would be accident and emergency or an urgent care facility; a general practice surgery isn't designed for life-threatening situations, but rather for conditions that need medical attention without being critical or time-sensitive. This reflects how the health service is structured, and those who disagree with this approach should raise concerns through official channels rather than blaming a small team working hard under challenging circumstances to serve a large population. That being said, I've attended appointments here with my young child and for my own health on multiple occasions for matters that weren't urgent, and the clinical team has consistently demonstrated professionalism, courtesy and genuine support. The reception team are equally welcoming and efficient, greeting you with warmth while handling your check-in smoothly. I would certainly recommend this practice, provided you have realistic views about what to expect!

Receptionist blocked access to appointment booking

The receptionists at this practice are extremely difficult to get through to, making it nearly impossible to access appointments with a doctor. I've decided to visit a walk-in centre instead, which defeats the purpose of having a regular healthcare provider who is familiar with your medical background. Very disappointing experience.