Norton Medical Centre

Prescription refusal left without timely support

I experience recurring cluster headaches, which are extremely painful episodes. I am currently prescribed a nasal spray to manage these episodes, with a recommended dosage of one or two applications daily. I recently attempted to obtain a refill but was informed that the prescription could not be dispensed for another three days due to the fortnightly dispensing schedule. However, this timing seems problematic given that my usage over the previous two weeks was significantly lower than the daily allowance would suggest. I requested a callback from a clinician to discuss this matter, and one was scheduled for a week later. I also contacted the surgery directly to ask them to pass a note to the relevant healthcare provider, but I did not receive any follow-up. Additionally, I noticed an error on my wife's online medical records indicating a serious health event that she has not actually experienced. Given these issues, I find it concerning that the practice has received a poor rating from the regulatory body, as these experiences suggest there may be systemic problems with how the practice manages prescriptions and maintains accurate patient records.

Quick e-consultation got me to hospital fast

Excellent experience. Had an online consultation at 8.30am, received a call at 8.45 with an appointment arranged for 9.50am and am now at the hospital waiting for a scan. The service was quick and welcoming. Very grateful for the efficient care provided.

Helpful reception staff made all the difference

Very helpful, particularly the support received from staff members.

Quick registration and medicine delivery process

Upon joining as new residents in the area, we were able to complete our registration promptly and received our medications in a timely manner.

Same-day appointments but lacking follow-up support

I felt that the way my diagnosis was communicated to me lacked sufficient information about available treatment options, which contributed to significant anxiety that I have subsequently needed to address with private support. I have found the overall quality of care to be disappointing. However, I do want to acknowledge that the practice has made positive improvements in appointment availability, as I was able to access same-day appointments whenever I needed them.

Appointment slots fill before working people wake up

The appointment system here is extremely frustrating, particularly for those of us who work or have school runs to manage. The online consultation window opens at 8.30, which closes by 9 – precisely when most people are either heading to work or dropping children at school. I've made numerous unsuccessful attempts to secure an appointment for a health concern that appears to be worsening over time. I also requested appointments for routine health checks, but was informed by reception staff that these could not be arranged due to current staffing constraints. The lack of preventative care services feels like it disadvantages working individuals. The online consultation system could reasonably open earlier, perhaps at 7, allowing people to complete forms during breakfast rather than at the current inconvenient time of 8.30.

Reception staff professionalism has really improved

I returned to update my feedback regarding this medical practice. The facility has recently implemented system improvements that function considerably better, making it easier to access appointments with clinicians, and the front desk staff have demonstrated significant professional development. The practice has genuinely made substantial progress.

Impossible to book appointments without early morning visits

It is extremely difficult to secure appointments or obtain GP consultations unless you have the flexibility to attend the practice in person during early morning hours.

Online booking window too narrow and restrictive

The appointment booking system relies solely on an online consultation form that becomes available at 8:30 and closed by 9 today, providing only a brief window for requests. Telephone appointments are not offered as an option. Submitting an online consultation does not automatically result in an appointment, as the practice determines whether one is necessary based on the information provided. The staff appeared dismissive throughout the process.

Receptionists were genuinely helpful and understanding

The team at the surgery, including both administrative and clinical staff, consistently demonstrated helpfulness and compassion.

Online booking system needs improvement

The online appointment booking system was disappointing, with unclear communication about when contact would be made following the initial request.

Appointment was quick and on schedule

I was able to get an appointment promptly and was seen at the scheduled time.

Receptionists dismissive about mental health appointment urgency

This practice has become quite disappointing. They seem to prioritise minor physical complaints and can arrange quick appointments for these, yet when dealing with more serious mental health concerns, the waiting time stretches to several weeks. The reception staff appear indifferent to individual circumstances and demand immediate availability for appointments with minimal notice, often requiring people to leave work. Getting an appointment itself is a lengthy process involving their online consultation system. I would suggest considering alternatives.

Dismissed concerns about women's health and mental wellbeing

I have been attending this practice since childhood, and my health needs became more complex during my teenage years. The level of care and support I have received from the surgery has been disappointing and remains so. When dealing with specific health concerns, it feels inadequate to be offered only basic over-the-counter pain relief without further investigation or discussion. Similarly, being advised to manage mental health difficulties through simple self-care measures alone does not feel sufficient for someone accessing specialist services. I do not believe the issue lies with patients' efforts to improve their wellbeing, but rather with the support available from the practice. On several occasions, both I and family members have visited reception seeking assistance with prescription renewals, only to find the desk unstaffed.

Struggling to get an appointment response

I have been requesting an appointment for several weeks now without receiving a satisfactory response. The level of service and manner in which patients are treated has been disappointing. It appears there is a lack of understanding regarding patients' circumstances and needs, which has made for a frustrating experience overall.

Waited hours with no explanation or apology

Following a hospital scan, I was informed that my doctor would be in touch with the results. After three weeks without any contact, I attempted to arrange an appointment through the online booking system, which presented difficulties for my employment situation. Upon arriving for the scheduled appointment, I waited for an hour before being told the doctor was running behind schedule with no indication of when I might be seen. When I decided to cancel and leave, the receptionist appeared unhappy with my decision. I received no explanation or apology for the significant time I had lost from work. I found the experience frustrating and have decided not to return to this practice.

Impossible to book appointments by phone

This medical facility has significant issues that need addressing. Getting an appointment by phone is extremely difficult, and the staff attitude comes across as indifferent. The standard response is to direct patients to use their online system to complete a form, after which someone decides who should see you. Despite the practice having multiple clinicians, I have never actually been seen by the same one twice.

Phone queues cut off mid-call frustratingly

The practice has been experiencing difficulties for quite some time, and external circumstances have been cited as reasons for current challenges. Waiting times have been problematic, with extended periods on hold before reaching the front of the queue, only to experience disconnection. Attending in person presents similar issues, with lengthy queues and what appears to be limited reception staff availability. Alternative NHS services may be worth considering.

Reception blocked access to doctor appointments

I found the experience quite frustrating. It seems pointless to be registered at this practice when it's difficult to get past the reception desk to see a doctor, only to be directed to urgent care at the local hospital instead. I question what purpose the surgery serves in these circumstances.

Reception dismissed serious health concerns

I had a deeply concerning experience with this surgery. I have submitted a formal complaint to the relevant authority. This NHS facility appears to be poorly managed and would benefit significantly from either substantial changes or a complete restructuring of its operations. I feel that a patient presenting with serious symptoms was not given appropriate attention and was sent home without adequate assessment. The patient subsequently required emergency hospital treatment. I am very disappointed with the level of care provided and believe the practice should reflect seriously on how it handles such presentations.