Norton Medical Centre

Staff followed up with phone calls about hospital referrals

I have been a patient with this practice for quite some time and have found them to be very supportive. Although I have come across negative reviews about the practice, they have been genuinely helpful to me whenever I have needed assistance. Following my hospital treatment, they received my results and kept me informed. I had experienced a significant infection that required hospital care. When I enquired about my progress, I was assured that someone would look into the matter and get back to me, which they did by calling both my mobile and landline. They informed me that the hospital had recommended referrals to two facilities and provided me with the contact numbers, offering to make the calls on my behalf. They subsequently rang back with appointment details and a date, and confirmed they would send a letter in the post containing all the relevant information. In my view, the level of care and attention I have received from this practice is exceptional, and I am very satisfied with my experience.

Felt genuinely heard and properly looked after

I apologise if I have the name incorrect but it sounded like the clinician who saw me today. I've never experienced such a comprehensive assessment of my concerns and they asked me numerous questions with genuine attentiveness and has referred me for additional tests which I'm truly grateful for. They were clearly conscious about potentially running over their allocated time but I'll say this for them, I felt supported from beginning to end. I didn't mind waiting for the quality of care I received. I felt listened to and valued. This clinician represents what the NHS should aspire to be across the board!!

Patient liaison team made me feel heard

Had a positive experience with the patient liaison team. The same-day online consultation was convenient; however, the response provided was somewhat unclear and lacking in detail. I attempted to follow up via email but found the reply address was not functional for correspondence. I subsequently called and spoke with someone from the team who made me feel heard and genuinely engaged in addressing my concerns. This person was attentive and approachable throughout our conversation. I am optimistic that this support will lead to a resolution of my issues in the coming weeks.

Reception staff made me feel welcome

Excellent service received from both the front desk team and the clinician during my visit.

Appointment ran over an hour late without explanation

The service has been disappointing on multiple occasions. My most recent pre-booked appointment, arranged several weeks in advance through an online consultation, was scheduled for mid-morning but ran significantly behind schedule. After waiting considerably longer than expected, I was seen and felt the consultation lacked direction. When blood tests were identified as necessary, I was directed to obtain a referral label from reception rather than having it provided during the appointment. Upon returning to reception, I was asked to wait further while the label was prepared. This additional delay was frustrating, particularly given the time already spent waiting. I have not returned since, as my health concerns remain unresolved and I feel no progress has been made. The overall experience has been unsatisfactory, and I am exploring alternative healthcare providers. In my own professional experience within the NHS, patients would express similar frustration with extended waits for scheduled appointments and unclear guidance during consultations.

Online consultation system needs significant improvement

The receptionists, staff and clinical team members are consistently courteous and considerate. The digital communication platform really could benefit from improvement. Despite being reasonably comfortable with technology, I found the system quite difficult to navigate. I simply wanted to seek guidance about arranging a particular test but kept hitting obstacles at each stage, even when adhering to the instructions provided by reception staff (which wasn't the issue). The appointment booking process functions reasonably well, though I do have concerns about those who may struggle with digital systems. The online consultation service typically becomes available at 8:30 but frequently closes by 8:50 due to high volume, which seems problematic. Would it not be possible to keep this open throughout regular operating hours for routine, non-urgent enquiries? When undergoing tests and receiving referrals across various healthcare facilities, it seems logical that all associated documents should be accessible through the patient portal. I've had investigations performed at different hospital locations, yet the corresponding results don't appear to be integrated into my GP records.

E consultation made booking straightforward

I used the online consultation service early in the morning and found it straightforward to navigate. A telephone call came through a couple of hours later, and I was given an appointment slot within a couple of days. I was pleasantly surprised to learn that the practice no longer has a mid-week closure, which is a positive change. The team were friendly and approachable, and the clinician I saw was attentive and supportive. I have nothing negative to report and hope this high standard of care remains consistent.

Phone lines constantly full and hard to reach

I can only give one star as I'm unable to rate lower. I find this surgery to be extremely disappointing. I'm using a different name because I'm aware of someone else who made a complaint and subsequently left the practice. I intend to do the same. Accessing appointments with a clinician is very challenging, and on the rare occasions when one is available, it's often someone who doesn't regularly work at the surgery and the quality of care feels inconsistent. I experienced a significant delay in arranging a blood test that had been suggested by the hospital. Only after I expressed my frustration did an appointment become available almost immediately. Despite the practice having a large patient list, the waiting areas often appear quite empty, which seems unusual given the number of registered patients. Most of the reception team are pleasant, though one member of staff comes across as condescending and unhelpful. The telephone lines frequently reach capacity, making it difficult to get through. The online consultation system has limited availability windows. The overall experience has been stressful and concerning for my wellbeing. The practice has faced regulatory scrutiny regarding patient access to clinicians, yet continues to accept new registrations despite already having a substantial patient population. The practice's reputation extends to feedback from other healthcare settings where it is not viewed positively.

Still waiting for an appointment after years

Experiencing prolonged delays in obtaining an appointment at this practice

Phone queue always full at this practice

Avoid. The practice is difficult to reach by telephone, as calling at mid-morning resulted in being informed that the phone lines were at capacity and to try again later, despite the surgery closing shortly afterwards for an extended period. Attempting to submit an online consultation proved problematic due to limited sections being available on their system. Overall, accessing appointments or consultations with this practice is extremely challenging, and the experience suggests a lack of concern for patient care.

Reception staff listened and took prompt action

I recently needed to get in touch with the practice regarding concerns about a family member. It was a particularly intricate situation that called for considerable patience and empathy, and I must commend all the staff involved, from the receptionist to the clinical team who responded promptly and kept me regularly updated on developments. I appreciate that I should not identify individuals by name, but the receptionist was exceptionally helpful and the clinical staff member who assisted me was equally professional and caring. I would like to note that I have sometimes observed patients arriving at surgeries in a confrontational manner, which can make it harder for staff to respond with the compassion that complex situations deserve. I have witnessed this behaviour at other practices I have attended previously. While I recognise that access to appointments and other systemic challenges are genuine concerns that frustrate patients, I feel this practice does not warrant some of the negative feedback it receives overall. In my own experience, they provided an outstanding level of care and support.

Waited weeks for blood test, then given wrong bottle

I waited three weeks to arrange a blood test at the practice since I'm unable to attend hospital appointments due to work commitments and being outside the local area. I was instructed to collect a sample using a bottle that had been provided to me, but upon submission I was informed it was the incorrect container. I was then asked to provide another sample as the initial results were inconclusive. However, I was not contacted about this outcome and had to follow up myself to find out what had happened. My original symptoms remain unexplained and unresolved, with no subsequent appointments or communication offered. Six months on and I still lack any clear answers about my health concerns.

Quick visit with friendly phlebotomy staff

Attended the practice today for a blood test appointment with my child. We were welcomed promptly at reception and given clear directions to the relevant department. Upon arrival there, we were greeted immediately by the staff member who carried out the procedure. They demonstrated a friendly and helpful manner throughout, whilst maintaining a professional approach to their work. Overall, this was a positive experience during what turned out to be a straightforward visit, and I have no concerns to raise.

Impossible to get through on the phone

I would find it more enjoyable to watch television than try to get in touch with this practice.

Service has improved significantly

The initial experience was disappointing with inadequate service, however there has been a notable positive change with standards now reaching a commendable level.

Multiple appointments without clear answers

After multiple visits, I have not yet received a clear diagnosis. While I understand the NHS faces significant pressures, I feel frustrated that the clinical team has not been able to provide me with answers about my health concerns.

E-consult system leaves you stuck between services

I have supported this practice for a long time as I had not encountered significant problems previously. However, I now find myself agreeing with many other reviewers that the service has become inadequate. If you are considering registering with a surgery, I would recommend looking elsewhere. The practice referred me to a pharmacist, who indicated I needed to see my GP, who then suggested I contact the pharmacist again, creating a frustrating circular situation. While the e-consultation system is a promising concept and functions adequately in many cases, when issues arise it becomes very difficult to resolve and leaves you feeling stuck. Additionally, I felt that some (though not all) of the reception staff appeared to overstep their role. I submitted two e-consultations recently, both of which asked whether I wished to speak to someone specific. Given my frustration at that point, I requested a particular clinician or another doctor with relevant expertise to contact me. Instead, I received two calls from reception staff. When I asked follow-up questions related to my e-consultation (which I had mentioned in my original submission), the receptionist was unable to answer and had to consult with the clinical staff member, who appeared to be nearby. This raised the question of why the clinician had not called me directly as I had requested, rather than having the receptionist make the call. I was informed that the specific clinician I needed had a lengthy waiting list. When I asked if I could be added to this list and flagged as available for cancellations, I was told this was not possible and that I would need to telephone daily to check for cancellations. This seems impractical, as most people cannot reasonably spend 40 minutes in a telephone queue each day only to be asked to try again the following day. As a result, I have decided to transfer myself and my family to a better-organised practice.

Booking appointments here is an absolute nightmare

Attempting to secure an appointment at this medical practice feels remarkably similar to trying to obtain tickets for a major festival, except without the anticipated reward at the conclusion. The telephone waiting experience involves extended periods on hold, accompanied by repetitive background music that eventually makes you question whether this is an intentional test of patience. After what feels like an unreasonable amount of time, someone may answer only to explain that telephone bookings aren't actually possible. Instead, you're directed to book a "consultation slot" through an alternative method. The process feels unnecessarily complicated. When you do eventually connect with someone, their level of familiarity with the booking system appears questionable at best. The frustration is difficult to articulate. The entire appointment system feels so poorly organised that frustration has given way to exhaustion. The experience involves prolonged waiting periods, receiving inconsistent information across different calls, and navigating what appears to be an unnecessarily convoluted process just to access routine medical services. If you're considering registering here, the effort required may not feel worthwhile. You might find it simpler to rely on self-diagnosis through online resources, attempt self-care measures, and accept whatever outcome follows. This approach would at least preserve your time and mental wellbeing, avoiding the stress associated with the booking procedure. The primary achievement of this medical practice appears to be its impact on patient morale rather than any positive clinical outcome.

Removed for complaining about appointment access

I feel this practice should be reconsidered as the staff appear to lack competence. I was removed from the patient list following a complaint I made regarding difficulty obtaining appointments. Despite attending multiple times and seeing the same clinician on each occasion, this did not seem to be taken into account. Although I have reservations about the staff, I was reluctant to leave. I recognise this may seem contradictory. The practice does not appear to meet required standards. The management also seems to lack direction. I have now decided to leave. I am concerned that personal observations about patients' appearance and clothing are being recorded in medical notes, which I feel is inappropriate and irrelevant to clinical care.

Forgotten about during months of illness

The service provided has been disappointing. I have been experiencing ongoing health concerns for an extended period, and I feel my care has not been adequately prioritised. There have been several instances where follow-up actions appear to have been overlooked. I was advised by the hospital to maintain regular monitoring, yet this does not seem to be happening consistently. I have been waiting several days for important test documentation that has not yet been provided. Overall, I am frustrated with the level of care and organisation at this practice.