Norton Medical Centre

Impossible to book appointments when needed

Disappointing experience. After relocating to the Norton area, I registered with this practice. I have found it extremely difficult to secure appointments, even when in possession of a letter requesting that I do so. Telephone bookings prove problematic and the online system has very limited availability, requiring access at precise times in the early morning. This arrangement is particularly inconvenient when urgent medication is needed. The scheduling system does not accommodate those working non-standard hours. Overall, I have not had a positive experience with the service provided.

Receptionists helpful despite busy online consultation queues

There are no issues with the front desk staff if you require assistance. The online consultation service can become quite congested at peak times, though once you connect, you receive helpful guidance or are offered an in-person appointment. I have found the team to be consistently supportive.

Long wait with inadequate pain support

A family member was referred for an imaging scan due to significant spinal issues. During the appointment, minimal pain management was provided, and after an extended wait, they were discharged without receiving any pain relief medication to take home. The experience has been frustrating, and there is concern about the level of support offered during this process.

Econsult sorted same day with pleasant follow-up

Submitted an online consultation early in the morning and received a telephone response mid-morning with a treatment plan and prescription provided the same day, along with an alternative approach should symptoms persist. The service was handled well, with the staff member who communicated the plan being courteous and efficient. While GP services can sometimes attract criticism, the experience on this occasion was positive and deserves acknowledgement.

Impossible to get appointments at this practice

I would advise against choosing this practice if you require medical care. The surgery appears to be significantly overwhelmed with its patient numbers, making it unsuitable for delivering adequate services. Securing appointments proves extremely difficult, and the quality of guidance and clinical assessments can be questionable. I would recommend looking elsewhere for your healthcare needs.

New triage system making appointments even slower

I have been attending this practice for many years, and I have noticed the quality of care has declined over time. There are numerous concerns and hold-ups I could elaborate on extensively, but I lack the motivation to do so. I have sympathy for the reception team who appear to bear the brunt of repeated grievances, though I believe the recent appointment system has compounded existing inefficiencies and made access to care even more challenging. The online assessment suggests my situation warrants prompt attention, yet the earliest available slot is approximately a week away. This is deeply disappointing, and I worry that prolonged waiting times may encourage patients to overstate their symptoms in order to secure timely appointments. The current arrangements require urgent review.

Phone lines never answer despite waiting in queue

Extremely poor service. The phone lines are consistently unresponsive. Even when calls are queued and positioned first in line, they continue to go unanswered. The online consultation system is equally problematic. Patients do not receive face-to-face appointments with clinicians, yet medications are still prescribed without a proper discussion. Direct communication with a clinician is not available. Visiting the practice in person offers no resolution, as patients are simply instructed to telephone or submit an online consultation the following day. Reception staff are unable to provide meaningful assistance when patients attend in person.

Online booking system fills up instantly

The practice appears to operate exclusively through online appointment requests, which become fully booked within minutes of the system opening each morning, making it extremely difficult to access any services.

Receptionists made my first visit feel welcome

As a new patient, I have found the reception staff to be kind, patient, and welcoming. They have efficiently handled my registration. Perhaps I will rate this more highly once I have had a consultation with a clinician.

Reception queue times make appointments impossible

Whoever manages this practice appears to struggle with patient relations, which I found disappointing given my numerous visits. The staffing levels seem disproportionate, with what appears to be more administrative personnel than clinical staff based on what I've observed. The practice would benefit from having more doctors available on a full-time basis. This might help reduce appointment wait times and mean patients wouldn't need to seek emergency services elsewhere when they can't access timely appointments here.

Friendly staff made me feel welcome

Outstanding healthcare facility that I've visited !! Wonderful team members throughout the practice 👏 👍

Impossible to reach and constantly changing doctors

UPDATE 2 YEARS ON STILL AMONG THE WORST EXPERIENCES I'VE HAD. YET AGAIN MY GP WAS CHANGED WITHOUT NOTIFICATION NEVER ANSWER THE PHONES EVEN WHEN THEY'RE NOT BUSY. I FEEL THIS LETS DOWN THE NHS BECAUSE BEFORE YOU CAN SEE SOMEONE YOU END UP HAVING TO GO TO A AND E INSTEAD BECAUSE YOU CAN'T WAIT WEEKS FOR AN APPOINTMENT I attend here and I've had a persistent health concern for a few years that I've never been able to get an appointment to address. Always stated as too busy. What's even worse is they've changed my assigned doctor multiple times and now I don't know who my regular GP is. Considering it's supposed to help people with medical issues I feel like this service doesn't prioritise patient care or take concerns seriously.

Reception staff were consistently helpful and professional

I have found the reception staff, treatment, and appointment services at this medical centre to be consistently satisfactory. The staff appear professional and helpful. Rather than attributing difficulties to the practice itself, it seems fair to acknowledge that broader systemic funding challenges within the NHS may be contributing factors. The introduction of the new online appointment booking system may well assist in reducing waiting periods going forward.

New online form was confusing and unhelpful

I recently attempted to use the new online consultation form and found it unhelpful. Given my professional background in a technical field, I would expect others may also struggle with its usability.

Surgery opening times don't suit my schedule

A medical practice with afternoon-only opening hours. I found this arrangement quite frustrating given my expectations.

Impossible to get appointments through the phone queue

I have been attending this practice for over four decades, since its previous location. The service has deteriorated significantly. Obtaining an appointment is extremely difficult, and when access is granted, consultations are often with nursing staff rather than medical practitioners. Recently, I spent several days attempting to contact the practice regarding a respiratory infection that required antibiotic treatment. Despite multiple calls, I was repeatedly told no appointments were available and was advised to contact the out-of-hours service. When instructed to call at opening time, I attempted to book an appointment at the earliest opportunity, only to be informed through an automated message that the queue was full. Upon calling back minutes later, I was told all available slots had been allocated. I have since transferred my care to another practice. This centre appears to be among the most poorly managed in the area. The organisational standards are deeply concerning. I was unaware that a practice could operate with such significant deficiencies. The experience has been extremely disappointing. This practice would be best avoided, particularly if you require prompt medical attention, as the difficulties in accessing care may exacerbate health concerns. While the practice may employ medical doctors, access to them appears limited. Securing an appointment is exceptionally challenging, and even obtaining a callback is unlikely. Availability seems to diminish within minutes of the booking window opening, regardless of the type of consultation required. The overall experience has been detrimental to both physical and emotional wellbeing.

Phone diagnosis without seeing patients isn't good enough

I would strongly advise against using this practice. The approach here involves attempting to provide assessments through telephone consultations without conducting in-person examinations. I have experienced prolonged discomfort over several weeks while awaiting imaging results, only to be told there are no findings, despite never being seen by a clinician in person. The reception staff were also unhelpful and discourteous throughout this process. I am switching to another practice that prioritises face-to-face appointments.

E-consult system keeps rejecting messages

Attempted to use the online consultation service, but found that additional messages were not being accepted on multiple occasions. This proved to be quite frustrating.

Hard to get through to speak with anyone

It is challenging to reach a healthcare professional, as calls are frequently redirected to alternative services and requests are dismissed at the front desk. This creates obstacles when attempting to discuss test outcomes and laboratory findings. However, the experience improves once an appointment is secured and the consultation takes place.

Reception staff unhelpful when booking appointments

The reception team members have generally been unhelpful and occasionally dismissive. Despite being a patient at the practice for 2 years, I have not yet been able to meet with my assigned GP. Accessing medical appointments presents significant difficulties, particularly given that clinical notes indicate I require a doctor's consultation to obtain essential prescriptions. Over the last few weeks, I have spent considerable time during both mornings and afternoons attempting to reach the practice by telephone, resulting in prolonged uncertainty regarding my medication access. The service does not appear to meet the standards expected.