Ponteland Medical Group

Couldn't get through on the phone line

Disappointing experience with the appointment booking process. I received a text message instructing me to call and arrange an appointment. When I phoned at around 8am, I was kept on hold for nearly half an hour. I eventually disconnected, uncertain whether the call had been dropped. Upon attempting to ring back, the line was continuously engaged. I made repeated attempts over approximately an hour, but was unable to get through. It seemed as though the phone line may not have been properly available. This was very frustrating. The overall service fell short of professional standards.

Calls answered promptly, appointments easy to get

I consistently manage to secure appointments without significant delays whenever I require one. In comparison to other practices, the telephone lines here are answered in a timely manner.

Turned away after waiting through reception delays

I was running behind schedule for my appointment, which had taken several weeks to arrange. I made multiple calls during my journey to notify the practice of my delay. When I arrived, there was a further wait while the receptionist dealt with another patient's prescription matter. Once the receptionist checked with the clinician who was to see me, I was told I would not be able to be seen. The receptionist mentioned that there were no available slots for quite some time. This seemed inconsistent with the online system, which appeared to show appointment availability. I found this experience confusing and questioned how such a system functions in practice. Having been a long-standing member of the community and someone who does not frequently access the practice's services, I found this situation disappointing. It felt as though the practice could have been more flexible and taken my individual circumstances into account rather than applying rules in such a rigid manner.

Surgery failed to respond when mum needed help

I am not a patient myself, but my elderly mother is registered with this practice. Based on how they responded when she experienced health difficulties, I have serious concerns about the level of care provided. I feel that without the intervention of emergency and specialist hospital services, her situation could have been far more serious. The practice has demonstrated what I perceive to be inadequate and unreliable service, and I have found them difficult to reach when attempting to make contact. The hospital departments that eventually treated her appeared to address issues that I believe had been overlooked by this medical group.

Impossible to get through on the phone

Extremely difficult to get in touch with.

Reception staff were dismissive and unhelpful

Difficult to access, prioritising their own interests rather than patient needs, and lacking in professional competence.

Receptionists give conflicting information every call

Disappointing experience overall. I have found the appointment and information systems at this practice to be problematic. On multiple occasions when I have contacted the surgery, I have received inconsistent information. When I raised concerns about the conflicting guidance I was given and the lack of progress on an ongoing matter, I was told staff were unsure why this had occurred, without receiving an apology for the confusion caused. The appointment process requires booking on the same day, and when I called at the requested time, no appointments or clinicians were available. When I asked for clarification on this, I did not receive a satisfactory explanation. During these interactions, I felt the tone of communication was patronising, particularly given that the issues stemmed from the practice's systems and information provision. When I calmly questioned these matters, my concerns were characterised as being confrontational towards staff. Overall, I felt that responsibility for these problems was not acknowledged, and my frustration at having to repeatedly follow up on the same unresolved issues was not recognised as a reasonable response to the situation.

Nurse's attitude was really disappointing

The nursing staff conduct at this medical practice was extremely disappointing. I have not experienced this standard of professional behaviour from healthcare staff before.

Phones go unanswered, appointments hard to get

Having been a patient for over five decades, I find it disheartening to witness what was once a highly regarded practice deteriorate to its present condition. Telephone lines frequently go unanswered, prescriptions are issued and then cancelled on multiple occasions, and available appointments have become increasingly scarce. The practice has recently restricted its services to urgent medical matters only, which means that routine medical assessments and administrative health documentation are no longer being provided, citing staffing limitations as the reason. The reception staff I spoke with appeared unaware of the contradiction this presents. The standard of care appears to have declined, yet there seems to be little acknowledgement of this concern from those in charge.

Referral mix-up delayed my scan appointment

Poor experience at this practice, though the telephone and reception staff were not the issue. The concern relates to the service received from certain clinical staff members. Following an examination, I was advised that a referral would be arranged for imaging, but when I attended hospital six months later, I discovered the referral had been for a different type of appointment instead. This has resulted in further delays and additional waiting time to access the imaging I require. Very frustrating situation.

Nurse was pleasant and professional with me

I recently attended an appointment with a member of the nursing team and a colleague (I recognise I was a challenging patient to work with). Both staff members were exceptionally courteous and conducted themselves in a highly professional manner.

Reception staff were unhelpful and dismissive

This practice fell short of expectations. The reception team seemed unwelcoming, the clinical staff appeared lacking in competence, and the doctors seemed disengaged. I would recommend considering alternative healthcare providers.

Couldn't fault them for family care

We have consistently had a wonderful experience with this practice and have nothing but positive things to say about the care we have received.

Dismissed without proper investigation or listening

VERY POOR - Addressing immediate concerns rather than investigating underlying issues, possibly due to cost considerations around diagnostic imaging and specialist referrals. Appears to prioritise the private practice aspects of the business. Lacks direct engagement and communication. Conclusions drawn without sufficient supporting evidence. One clinician demonstrated a lack of empathy during the consultation.

Online system makes booking straightforward

I have been attending this practice for over fifteen years and have found it to be reliable and convenient. I have used the online consultation service on several occasions to seek guidance or book appointments, and the practice consistently responds within a day, either arranging an appointment when necessary or providing advice. The clinical staff are friendly and supportive in their approach. The ability to request prescriptions through the online system is a helpful feature that adds to the overall convenience of using the practice.

Phone queues frustrating but staff deliver good care

It can be somewhat frustrating having to wait when calling, though I do eventually get connected. The administrative team provides good support and the clinical staff deliver excellent care. I have been a patient at this practice for nearly a year and have consistently experienced a high standard of service throughout my time here.

Difficult to reach by phone queue

It is extremely difficult to reach the practice by telephone. This morning I spent a considerable amount of time on hold listening to background music before eventually disconnecting. However, I have been satisfied with the care I have received on the occasions when I have successfully managed to arrange an appointment or speak with a clinician.

Quick response when phoning in with concerns

Absolutely great. In recent times we have had what appeared to be urgent needs. After phoning in and waiting on the line, we were able to see someone the same day. Today I called with a concerning issue and was seen immediately! A GOOD TEAM WORKING UNDER EXTREME PRESSURE

Staff were helpful but phone system frustrating

I was surprised to discover unfavourable feedback about this practice! I have consistently found the entire team to be friendly, accommodating and supportive. The sole area for improvement appears to be the telephone system.

Felt genuinely listened to and well cared for

Outstanding - received professional and attentive care throughout the entire visit.