Priory Medical Group - North Shields

Clinic running significantly behind schedule consistently

This is my second visit with the nursing staff, and on both occasions there have been significant delays to the appointment schedule. The most likely reason appears to be either insufficient time allocated per appointment or scheduling management issues, which then affects subsequent patients. Due to the wait time, I was unable to continue and had to rebook for another day. It would be beneficial for the practice to review their scheduling processes to help ensure clinics run more punctually.

Friendly staff made me feel welcome

I have never experienced any issues with this medical practice. The clinical staff and administrative team have consistently been pleasant and welcoming.

Deregistered without any notification letter

After being registered for nearly 19 years, I attended the practice today to provide copies of documentation regarding a condition I have been receiving private treatment for over recent months. I was informed that I am no longer registered with them. Regardless of the reasons, I feel it would have been appropriate to receive written notification of this decision beforehand. I am very disappointed with how this was handled. I have experienced ongoing difficulties with prescription management during my time as a patient. The reception staff interactions have been challenging. Overall, this represents the poorest standard of care I have encountered throughout my life.

Referral requests left hanging without explanation

I have been requesting a referral for a specialist assessment from this practice for over five months without receiving any action. Despite making several follow-up attempts, I have not obtained the referral or received a satisfactory explanation for the delay. This prolonged wait has been frustrating and has negatively affected both my professional and personal circumstances. I feel that my requests have not been given adequate attention. If you require prompt assistance and reliable communication, you may wish to consider alternative options.

Phone queue cuts off after long waits

The practice appears to be stretched thin given their patient numbers. While there are some genuinely caring clinical staff members, the overall management could be improved. The automated telephone system seems to disconnect calls after extended hold times. With better organisation, the service would be significantly stronger. It's unfortunate that capable staff are working within these constraints.

Difficult to find parking near the surgery

There is limited parking availability at this location due to the permit-only parking system in place.

Receptionist really listens and helps you through

The team here are wonderful, with the reception staff consistently being attentive and providing assistance. The clinicians are very supportive and helpful, and there is a convenient service available for weekend consultations. Excellent work.

Long waits on phone then confusing instructions

The practice always seems to be busy, and I spent a lot of time waiting on hold. When I finally got through, I was given instructions to follow, but after doing exactly what I was told, the situation still wasn't resolved correctly.

Reception team made us feel genuinely valued

As someone working in general practice, I understand the daily pressures that surgeries encounter with growing patient needs and demands. I have been very satisfied with the standard of care and consideration that both my husband and I have experienced over the past year at this practice. We are genuinely grateful for the support we have received.

Phone lines constantly engaged at opening time

I really struggle to understand why the telephone system continues to have such significant issues during peak morning hours, with callers repeatedly encountering busy signals rather than being placed in a queue. It's incredibly frustrating!

Staff listened and treated me well

The receptionists, pharmacists and nursing team were pleasant and helpful, and the clinical staff demonstrated good listening skills. I have had consistently positive experiences with all staff members at this practice. Having attended multiple locations over several years, I found the same high standards of care maintained throughout.

Appointment system creates unnecessary bottleneck

I have been a patient at this practice for a considerable time. The team members are pleasant and there are some capable clinicians, however the appointment booking system requires significant improvement. It is extremely difficult to get through to make a booking. Patients are instructed to call at a specific early morning time to secure an appointment, assuming they can reach the practice at all. Other surgeries appear to have implemented more efficient systems. Making appointments available on the day of attendance and allowing people to ring at their convenience throughout the day would be a better approach. The current process creates unnecessary delays and is quite disappointing.

Long-term patient finally switching surgeries

I have been registered with this practice for approximately fifteen years and have reached a point of considerable frustration, so I am exploring the possibility of transferring my care to a different surgery.

Phone booking system doesn't work here

Attempting to book an appointment by telephone at this practice is frustrating and ineffective. Visiting in person appears to be the only viable option for scheduling. I am contemplating seeking care at a different surgery. The overall standard of service from staff members is inconsistent, and there seems to be a lack of attentiveness to patient needs.

Impossible phone lines and rushed appointments

Accessing the practice by phone is extremely challenging, requiring numerous attempts to reach someone. When telephone appointments are eventually secured, they frequently do not occur at the scheduled time, necessitating follow-up calls to establish where the appointment stands. Once contact is made, there is typically a substantial waiting period of several weeks before an in-person consultation can be arranged. When contacting the practice regarding concerns about potential allergies with associated symptoms, the response was dismissive of testing, with advice simply to avoid triggering substances. This creates a frustrating situation where identification of the specific allergen is impossible without experiencing severe symptoms first, making avoidance strategies impractical. This reflects a broader pattern of problematic interactions at the practice. A previous appointment allocated thirty minutes to address multiple health concerns resulted in discussion of only one issue, after which there was an abrupt conclusion due to other commitments. The overall experience suggests the practice struggles to accommodate patients with multiple concurrent health matters, with the process of obtaining assessment for various concerns spanning months and many issues being dismissed as insufficiently serious for investigation.

Couldn't find contact details for complaints

Does anyone have information about how to submit a complaint regarding a healthcare professional at this practice?

Confusing appointment system left me frustrated

After having blood tests, I was informed that a member of the pharmacy team would contact me within a week. A week passed and I received an email stating I had missed an appointment. When I explained that I had been told someone would call me to arrange this, I was informed I was supposed to attend in person. We rebooked for the following week. When I attended the practice, I was told it would actually be a telephone consultation rather than a face-to-face appointment. I went home, received the call, and started my medication three weeks after the initial blood test results. The pharmacy team member mentioned they would cancel my subsequent appointment to allow time for the medication to take effect. A week later, I received another email about a missed appointment. I called to explain the situation and rebooked again. Shortly after, I received a letter with a warning regarding missed appointments. It appears the systems in place do not communicate effectively with one another, and different departments seem unaware of each other's actions. It would seem logical for there to be a single integrated system containing all patient records, appointment details, communications, medications, and medical history. When such systems do exist, the issues appear to stem from human error in their use.

Reception staff lack warmth and compassion here

The level of assistance provided feels inadequate, and the front desk team appears to lack empathy in their interactions. Communication tends to be quite clinical and impersonal. Waiting on the phone for half an hour to an hour only to receive standard guidance about calling back at a specific time the following morning is frustrating. Attempting to reach the practice becomes difficult, and this cycle of failed attempts continues throughout the week. It seems illogical that booking an appointment several days in advance during the week isn't feasible, particularly when the online consultation system directs patients to contact their GP directly. Overall, the practice appears to be poorly managed, regardless of the typical justifications offered.

Reception staff weren't very welcoming

Unfriendly front desk experience

Phone system needs a proper queue option

Made numerous attempts to reach the practice starting from early morning before finally connecting, only to be disconnected by the automated phone system. The option to repeat menu choices appears to remain unresolved despite considerable time passing. It seems surprising that a modern queuing system for incoming calls has not yet been implemented.