Norton Medical Centre

Phone queue frustration with no same-day appointments

It takes considerable time to get through on the phone, only to be informed that no appointments are available if you've called at opening time. The standard response is that all slots for the day have already been allocated.

Inconsistent care and long waits for pain relief

The experience here has been quite variable. Most clinicians demonstrate a high level of professionalism, though there were two instances that fell short of this standard. In one case, a clinician raised their voice to such a degree that I felt compelled to leave the appointment. In another instance, a clinician appeared dismissive when I was describing an adverse reaction to medication, an experience that was repeated by another member of the clinical team. The majority of clinicians make genuine efforts to work towards resolving issues through open and collaborative discussion. These appointments leave me feeling informed, with a clear plan in place, rather than feeling judged or with matters left unresolved. However, I would highlight that for conditions involving chronic pain, patients should not be left waiting through multiple appointments for medication adjustments. In my case, it took five appointments to achieve a change in pain relief, during which time I experienced considerable suffering. The reception team face challenging interactions with the public on a daily basis. While one receptionist stands out negatively, the remainder of the team perform admirably under significant pressure. It is understandable that getting through on the phone can be frustrating, but the team members are doing their best in difficult circumstances. My suggestion for the clinical team would be to ensure that patients leave appointments with a clear understanding of what their ongoing care plan will involve.

Staff went the extra mile when mum needed support

I would like to express my gratitude to the team at this practice for the care they have provided to my parents over an extended period, particularly during the recent time when my mother has been unwell. I am aware of the frequent negative feedback the practice receives regarding telephone accessibility. However, I recognise that there is much happening behind the scenes that people do not witness. I would particularly like to thank one member of staff whose support has been outstanding in recent weeks and has made a real difference to my mother's experience. Your dedication is greatly appreciated.

Phone lines constantly busy, appointments unavailable

It is extremely difficult to reach reception staff, and getting through to arrange a doctor's appointment is particularly challenging. The phone lines become congested during peak booking times, making it nearly impossible to connect. On separate occasions, I made numerous attempts to call without success, and when I finally did get through, all available slots had already been taken. I also attended the surgery in person during the standard appointment release time, only to find a substantial queue ahead of me, and by the time I reached the desk, there were no remaining appointments. I attempted to use the online booking system as an alternative, but this only displayed limited appointment options. It appears the practice is aware of these access difficulties, yet the situation remains unchanged.

Rushed appointment with unrealistic travel expectations

The experience was very disappointing. A healthcare professional advised my elderly relative to see a nurse urgently, with the possibility of a doctor being called if necessary. However, when attempting to book an appointment, the reception staff indicated no slots were available and suggested attending an out-of-hours location this evening at short notice, which would require significant travel.

Reception staff were dismissive and unhelpful

Attending this surgery comes with significant reservations. The practice appears to be heavily influenced by the reception staff, who seem to hold considerable control over operations. Interactions with the reception team can feel dismissive and unwelcoming, and they demonstrate a lack of helpfulness. The overall experience with staff has been negative and unpleasant.

Persistent phone queues made continuity impossible

Over the past couple of years, I have attended numerous medical appointments but have not had continuity of care with the same clinician. During one instance, I made multiple attempts to reach the practice by telephone in the morning before successfully getting through. Once connected, I requested an appointment, outlined my health concerns, and asked to see one of a few clinicians familiar with my situation to maintain consistency in my care. I was informed that none of these clinicians had availability. I indicated my willingness to wait until the following day for an appointment. The response suggested that if I could wait, the matter was not urgent and I should call back the next morning. Following this experience, I made the decision to transfer to a different practice. This was particularly frustrating as I had already taken annual leave to attend three pre-booked appointments, and the matter was health-related. All of these appointments were subsequently cancelled without any prior notification to me. While some of the clinical staff at the original practice are excellent, the reception team and the telephone system have significantly undermined the quality of service provided.

Phone lines overwhelmed during pandemic surge

If you haven't got that particular virus, don't bother calling. I've been attempting to reach them for several days. It's not for myself, as I left that practice some time ago. When I eventually managed to get through, they seemed uninterested in helping. So if you're unwell with other conditions, you might be better off visiting a pharmacy or arranging a test, though apparently testing options have become limited unless you've already had a positive result. The whole experience felt quite disappointing. I would have given them zero stars if that were possible.

Can't get appointments when you call through

The appointment system is extremely difficult to navigate, and when contact is finally made, the service received falls well short of expectations.