Norton Medical Centre

Phone queue full two days running

I would rate this much lower if possible. I called early in the morning and was told the appointment queue was at capacity. The previous day presented the same issue. It's difficult to understand how to access services when you have work commitments.

Struggling to get through on the phone

This practice has significant issues with its telephone communication system.

Practice caused me significant stress and frustration

A concerning experience regarding mental health support. The practice appears to create unnecessary stress through repeated administrative issues, requiring patients to follow up on errors. The service does not seem to meet the standards expected of a healthcare provider.

Overcrowded surgery with long waiting times

This has been the most disappointing medical practice I have attended. The experience was disorganised and frustrating. The facility appears to be operating beyond its capacity, with far too many patients for the available space and resources.

Phone queue took forever, unhelpful response

Poor service experience - the appointment process consumed a significant portion of the morning, and the practice appeared to redirect concerns toward alternative services rather than addressing them directly.

Reception staff were helpful and professional

I have experienced no difficulties accessing the building for appointments or making bookings, and the reception team has consistently demonstrated professionalism and provided helpful information.

Reception staff attitude made all the difference

The receptionist working at the desk today had an unhelpful manner towards me and I felt her attitude was unsuitable for the role. In contrast, the other staff member nearby was pleasant and attentive to my needs.

Appointments disappear too quickly each morning

It has become increasingly difficult to secure an appointment with a doctor since the pandemic. The online consultation system operates on a limited schedule, opening only in the afternoon, which requires quick action to secure a slot. It is puzzling how all available appointments for the entire day can be fully booked so early in the morning. A potential improvement might be to reconsider the telephone screening process that occurs before appointments are allocated, as this could potentially allow more patients to access care.

Long phone wait with no appointment offered

I found it frustrating after waiting 30 minutes on the phone in the morning to be informed that no appointments were available and advised to ring back the following morning. I was under the impression that recent policy changes meant an appointment or suitable alternative service should be offered during the initial call. I miss the previous system where appointments could be scheduled several days in advance. My concern is that the current same-day appointment approach means I would potentially be taking a slot from someone with a more pressing need. As I work, arranging last-minute time off would be extremely difficult for me.

Phone lines make getting through difficult

Absolutely disappointing service. If you're attempting to contact the practice about a concern, it may not be worth your effort as the experience can be quite frustrating. The inability to discuss matters immediately and being asked to ring back at a later time is problematic. This approach works only if you have considerable spare time available to make repeated calls throughout the day, but for those with limited availability, it becomes a significant inconvenience.

Difficult callback system and unhelpful appointment process

Attempted to contact the medical centre to arrange an appointment but was unable to get through, so opted for a callback service. During the callback, I was informed that appointments could not be booked over the phone, which seemed unusual. I was then advised to call back early at around 8.30am, which I did. The receptionist suggested attending the centre at 8.30am to join a queue in hopes of securing an appointment, though there was no guarantee one would be available. The only option eventually offered was an appointment towards the end of the month with the pharmacy, which felt inadequate. The overall experience with the appointment process was disappointing and the service provided was unhelpful.

Phone lines impossible to get through on

Having relocated from another area, I find the appointment system at this medical centre to be quite challenging. I have struggled to reach the practice by telephone despite multiple attempts over several days, and when visiting in person, I was informed that appointments can only be booked by phone. Online booking does not appear to be available, and counter appointments are not offered either, which creates a frustrating situation with no viable options. I suspect that local emergency services and urgent care facilities may be dealing with patients who are unable to access routine GP appointments through the standard channels.

Long phone wait left me frustrated

Spent a considerable amount of time waiting on the telephone without receiving a response, which was frustrating and eventually led to abandoning the attempt to get through.

Phone queue fills up too quickly each morning

When I initially registered, the service was excellent. The telephone appointment system worked well, and clinical staff would consistently call back the same day to discuss concerns, which led me to rate the practice highly at that time. Unfortunately, the practice has declined significantly. Attempting to book appointments at the opening time results in being instructed to call back moments later, only to be informed that no slots are available for that day and directed to contact alternative services. These alternatives prove equally frustrating, as they rely heavily on automated systems with limited access to speaking with actual people.

Repeat prescription requests take weeks to process

Medication requests frequently result in incorrect items being provided, or when submitting repeat requests through the system, responses take several weeks to arrive. There is virtually no possibility of reaching someone by telephone as the lines are consistently unavailable to inquire about delays. If you visit in person, you will be directed to phone for clarification, which typically reveals that an appointment review is required—something that must be scheduled by calling, though calls go unanswered. The service does not function as it should.

Locum was dismissive and accusatory during visit

My husband had an appointment recently and was seen by a locum doctor who came across as rather impolite, suggesting that his account of events was inconsistent. This felt unprofessional to us. Given that he rarely visits the surgery, there would have been no reason for him to alter his explanation of the situation.

Receptionist hung up and sent me to back of queue

Would give no stars if possible. Very disappointed with my experience. I had an issue at reception where I was the last person waiting and the call was disconnected, requiring me to ring back and rejoin the queue. This was frustrating. I find it difficult to phone the practice as it often results in being told there are no available appointments, despite being first in the queue, particularly on Mondays. I was then informed that a clinician would contact me at some point during the day. The reception staff came across as unwelcoming. Overall, I was quite dissatisfied with my visit.

Impossible to get through on the phone

I have had a frustrating experience trying to secure an appointment at my GP practice. After attempting to book for over two weeks and calling repeatedly from early morning, I was unable to reach anyone until much later in the day. When I finally got through, I was informed that no appointments were available and was advised to try again the following day.

Impossible to book appointments by phone

The telephone service is frequently engaged, making it difficult to secure appointments through this method. Visiting an urgent care centre may prove to be a more practical alternative.

Receptionists treated me like inconvenient dirt

Extremely dissatisfied. Wish the rating system allowed for lower scores. Waiting three weeks for an appointment is standard, and there's a risk the clinician will dismiss your concerns and suggest basic over-the-counter remedies instead. Even when you finally receive a prescription for ongoing medication, there are often issues with it reaching the pharmacy, leading to frustrating back-and-forth exchanges with reception staff who seem reluctant to help, and the pharmacy staff who appear uninformed about the situation. Reception eventually insists you've misunderstood and directs you to collect the prescription yourself. At the adjacent pharmacy, you'll retrieve your medication only to be asked to wait approximately twenty minutes before collection while staff attend to other matters. Currently seeking alternative healthcare provision and would welcome suggestions.