Ponteland Medical Group

Long phone queue left frustrated and anxious

Got in touch via text message from the practice asking my wife to ring them regarding her recent test outcomes and findings. Despite being someone who doesn't typically experience anxiety, she found herself as the first caller in a queue for just over 52 minutes, with repeated assurances that her call was valued and would be picked up by the next free member of staff. In that time, she could realistically have made multiple trips to the surgery in person and returned home.

Repeated phone queues and prescription errors

Repeatedly experiencing long wait times on the phone exceeding thirty minutes only to be disconnected, issues with prescription accuracy, and an overall standard of service that falls short of expectations. The experience does not reflect the quality one would anticipate from a general practice.

Prescription collection issues let you down

On each occasion I've attended to collect my prescription, it hasn't been ready. It's disappointing because the clinical staff are friendly and courteous, but the practice appears to lack organisation. It's particularly frustrating when you're experiencing discomfort and make a trip expecting to collect your medication, only to find it hasn't been prepared, resulting in wasted time. The situation is compounded by the impression that the pharmacy team seem indifferent to the inconvenience caused.

Phone queue kept dropping calls this morning

I attempted to contact the practice on multiple occasions this morning starting from 8 o'clock. Each time I managed to get through and wait in the queue, only to be disconnected before reaching an available appointment slot. I was subsequently informed that all morning appointments were already fully booked. It seems unusual that the entire local area would be unwell simultaneously, with everyone apparently attending the same medical centre. Given that there are multiple clinical staff members available, it appears surprising that appointments fill up so rapidly within such a short timeframe. I have been a patient here for 18 years, and I must say the service has deteriorated significantly. The current situation does not appear to be solely attributable to recent circumstances. Additionally, I found the interaction with reception staff to be unhelpful. I am extremely frustrated by this experience, and the stress of being unable to access care has left me feeling quite distressed.

Impossible to get through on the phone

Extremely difficult to get in touch, and when attempting to do so, there was no reply received. The level of service experienced was exceptionally poor.

Reception team made us feel genuinely cared for

Excellent care was provided for my family member. The service far exceeded what I anticipated. The practice demonstrates genuine concern for the wellbeing of those they treat.

Phone lines left callers hanging without explanation

I generally have positive views of this practice and believe they typically provide good care. However, I experienced a frustrating situation today when attempting to book an appointment for my child. My calls were not answered and disconnected after extended periods of waiting. I would have appreciated a simple courtesy message acknowledging the high call volume and suggesting I try again later, or an automated message informing callers that lines were temporarily unavailable, rather than being left holding for such lengthy periods. Given that many people are already managing demanding schedules, this experience was particularly disappointing and left me feeling quite frustrated.

Dismissive receptionists and unhelpful staff

If I could give a negative rating I would, based on my experience with the reception staff's attitude and what I perceived as a lack of understanding from the clinical team regarding mental health concerns. If you are considering this practice, I would suggest looking at other options.

Reception staff were dismissive and unhelpful

Completely ineffective practice. Reception staff come across as dismissive and the clinicians seem detached and overly casual in their approach. I would strongly recommend considering the alternative medical centre located in the same building instead, as the contrast in service quality is quite striking.

Frustrating phone queues make booking difficult

The telephone system is difficult to navigate, with lengthy queues regardless of when I attempt to call. Multiple repetitive recordings must be listened to before reaching someone. This is quite frustrating. I find myself having to follow up repeatedly for information and struggle to secure appointments. The practice previously received a positive regulatory assessment several years ago, but the service experience appears to have declined noticeably since that time.

Prescription lost in the system for days

I recently discovered that an urgent prescription for my child had been at the practice for 8 days without being processed, despite being told the previous week that it hadn't yet come through from the hospital. I don't usually air concerns publicly, but this appears to be part of a pattern rather than an isolated incident. While I recognise the significant pressures facing healthcare services at present, I feel this situation falls short of the standard of care I would expect. I'm quite let down by what has happened.

Couldn't get through on the phone

I have struggled to find anything positive about my experience at this practice. The overall service has been quite disorganised.

Practice cancelled appointments without proper care

This practice has been disappointing. I have experienced cancelled and delayed appointments, and during one consultation I felt the advice given was dismissive. The staff interactions have often felt unwelcoming and somewhat patronising.

Online requests go unanswered at this practice

Having been a patient at this practice for over 20 years, I have generally avoided leaving negative feedback until a recent experience affected my family member. She submitted an online request through the stated process, which indicated she would receive a response, but unfortunately this did not materialise. Fortunately, she was able to seek guidance through professional contacts elsewhere. I have also noticed a decline in the standard of interactions at reception and the pharmacy service in recent times. The practice's apparent lack of engagement with the numerous critical reviews posted online is concerning. Those in leadership positions may wish to reflect on these matters.

Quick callback saved me an unnecessary visit

Excellent experience! I called for an appointment yesterday morning and received a prompt callback. The clinician assessed my needs and arranged a referral to hospital, determining that an in-person surgery visit wasn't necessary. A member of the practice team then contacted me to arrange a blood test, which was completed at short notice. Within 24 hours, the hospital had scheduled my appointment and I received my test results via text. The coordination was impressive. Following my recent hospital stay, the aftercare support I received at home from the practice team and community health services was outstanding. Very grateful for the service provided.

Getting through on the phone is nearly impossible

Disappointing experience overall. When you manage to secure an appointment and receive care, the experience is positive. The clinical staff are approachable and professional. The challenge lies in accessing that appointment in the first place. The practice management appears significantly problematic. Additionally, current circumstances seem to be used as justification for reduced service availability. Same-day appointments require calling before noon. On one occasion, I called within this window and waited approximately half an hour in the queue before being informed that no further appointments were available that day and I would need to book for the following day. The extended wait time before receiving this response was frustrating and felt inefficient.

Long-term patient appreciates the kind staff approach

I have been a patient at this practice for more than two decades and hold the entire team in the highest regard. The staff members demonstrate genuine kindness, attentiveness and empathy in their work within the NHS, especially during these challenging times. In my experience, approaching interactions with courtesy and respect tends to foster the same positive approach in return.

Reception team made booking straightforward

The service provided has consistently been satisfactory.

Felt heard and well looked after

Absolutely first-rate.

Staff remembered my children's visit details

I have consistently received outstanding care from this medical practice and have always felt heard and respected during my appointments. The clinical team demonstrates excellent knowledge of my family's medical history and is able to recall previous visits and relevant details with ease. I appreciate the excellent standard of service provided.