Ponteland Medical Group

Hard to book appointments through phone queues

The practice could be adequate if you manage to secure an appointment, though those relocating to the locality may wish to consider alternative options. Advance booking of appointments is not available. Online appointment slots are consistently unavailable. The sole method of obtaining an appointment involves telephoning at 8am to request a same-day slot. When calling at 8am, the line may ring for an extended period or disconnect, with no one responding. On occasion, someone may eventually answer. However, this proves unhelpful, as they typically advise that all appointments are fully booked and suggest calling back the following day. Calling the next day typically results in an identical outcome. As noted in other feedback, the reception experience presents significant challenges, and this situation has persisted over an extended period.

Long wait but helpful reception staff

Excellent medical professionals. Unfortunately, by the time you receive your appointment at reception, your condition has either resolved itself or significantly worsened.

Phone lines down for months, no answers

The service has been deeply disappointing. Communication channels have been unavailable for an extended period. Staff members frequently redirect inquiries without resolution and are difficult to reach. The overall experience has been very poor.

Telephone lines constantly unanswered and frustrating

The administrative processes at this practice have been persistently inadequate. Calls frequently go unanswered for extended periods before disconnecting. This ongoing issue has persisted for a considerable time and is deeply disappointing.

Happy with the service and care provided

Extremely satisfied with the care received at this practice. Everything went smoothly without any issues.

Impossible to reach by phone anymore

Extremely difficult to reach by telephone, as prompt communication is a fundamental aspect of quality customer service. The automated message system is frustrating and cannot be skipped.

Reception staff attitude made things worse

The clinical team are wonderful but the administrative and support staff assistance is absolutely appalling! I am very sorry to write in these terms but really this is outrageous and has been ongoing for quite some time.

Phone lines make booking appointments difficult

My husband attended an appointment on a Monday morning and was advised to schedule a follow-up visit for a matter that required prompt attention. The reception team indicated that appointments needed to be booked by telephone. We made several attempts over three days to reach the practice by phone without success, which was understandably frustrating. I tried again early the following morning and encountered the automated messaging system before being able to request an appointment slot. After being unable to connect, I visited the practice in person and asked to speak with the practice manager, who was not available at that time. Once I explained the situation to the receptionist, she apologised and my husband was able to secure an appointment for later that day. The clinical staff members themselves are professional and competent when you do manage to see them, however the overall telephone system and appointment booking process requires significant improvement.

Couldn't get through on the phone this week

Struggling to get through on the phone this week after spending considerable time trying to reach the practice. Messages sent through alternative channels have gone unanswered. As someone with mobility difficulties living independently, this has been particularly challenging. Would appreciate a response if this is reviewed.

Struggled to reach practice by phone today

I was unable to reach anyone by telephone today to request my prescription refill, and I also experienced difficulties with this website as I couldn't see what I was entering. This was frustrating.

Hard to reach but friendly staff

I've consistently had positive experiences at this practice, and the team members are always welcoming and approachable. However, getting through to someone can be quite challenging, as I found myself waiting on the phone for an extended period.

Hard to book an appointment here

The clinical staff provide good care when appointments are secured, though accessing that care presents challenges. The booking system requires calls at a specific early morning time, which isn't always feasible for those who have been unwell overnight. Even when calling at the required time, availability is frequently limited with slots filling quickly. The practice appears stretched to meet current demand, particularly given the ongoing residential development in the area. Additional capacity through an expanded facility or another practice would better serve the growing population's healthcare needs.

Reception staff went above and beyond to help

I spoke with a member of the reception team first who was incredibly polite and friendly and provided exceptional assistance, going well beyond what was expected. Thank you! I then consulted with a clinician who I felt was the first healthcare professional to genuinely listen to my concerns, which I have been raising for quite some time. They also went above and beyond in their approach. I cannot recommend this practice highly enough and am deeply grateful for the support I received.

E-consult prompted swift and thorough follow-up care

I submitted an online consultation form regarding some mild breathlessness I had noticed during uphill walking, which was out of character for me. I wondered whether this might be connected to medication I was taking for a minor infection. I received a timely telephone response suggesting the symptoms could potentially be cardiac in nature, and an in-person appointment was arranged. I subsequently attended several follow-up consultations with different clinicians, all of whom demonstrated exceptional thoroughness, professionalism and skill in explaining my condition and its possible underlying causes. A comprehensive series of hospital investigations were organised to investigate further. I am now following a treatment plan that has been developed collaboratively between the hospital and the practice. Throughout this process, I have been treated with the utmost care and professionalism, and I am genuinely grateful to all the staff members I have encountered. I feel very fortunate to be a patient at the practice and would like to extend my sincere thanks to everyone involved in my care.

Quick response and thorough consultation experience

I have been fortunate and have rarely needed medical attention. However, I recently developed a concern that required professional assessment. I submitted an online consultation form and received a telephone call from a clinician the following day. They explained that further investigation would be necessary and scheduled an appointment for two days hence. During my visit, I was seen by a healthcare professional who demonstrated excellent clinical skills, a warm manner, and professionalism throughout. It was among the most thorough consultations I have experienced, and the appropriate investigations were promptly initiated.

Helpful team through challenging times

The administrative team and clinical staff have demonstrated consistent helpfulness and support throughout a demanding period. Sincere appreciation goes to everyone involved for their efforts during these challenging times.

Online forms sent me in circles

Disappointing experience. When I needed to see a doctor, I was directed to complete an online consultation form, which would supposedly be reviewed by a clinician at the practice who would contact me. However, the online response indicated I needed to ring for an appointment instead. When I called back, I was told I had to ring before 8am for same-day appointments, even though I explained I wasn't looking for same-day access. The requirement to call on the specific day seemed contradictory to what I'd been told. I found the whole process frustrating and eventually gave up trying. The appointment system felt poorly organised.

Receptionist was genuinely helpful and kind

The receptionist was extremely helpful during my visit this morning. I really appreciate it!

Kind and informative appointment experience

I had an appointment this morning. The healthcare professional I saw was very kind, informative and made me feel very much at ease throughout. They couldn't have done a better job. Thank you.

Phone queue handled efficiently despite the wait

I called on behalf of my father with several matters to address. The phone was answered by a member of the reception team who was very helpful and worked through everything efficiently, arranging various appointments and services. The only minor inconvenience was a longer than usual wait time, though I had been forewarned about this when I first contacted the practice.