Saville Medical Group (Newbiggin Hall)

Reception staff could be more welcoming

The receptionist's manner was unhelpful and created a negative impression. The overall experience at the surgery was disappointing due to interactions with the front desk staff, who came across as unwelcoming and unpleasant.

Couldn't get appointment for three weeks ahead

Called to request an appointment and was informed that no slots were available, even when looking ahead several weeks, and was directed to contact an alternative service or attend a walk-in centre instead. This seems problematic given the apparent capacity issues, yet the practice continues to advertise that it is accepting new patients. Having been registered for more than two decades, I am now considering transferring to a different practice.

Friendly staff made switching practices easy

I switched to this practice after more than six decades with my previous surgery and I believe the clinician and team here are excellent.

Reception staff weren't helpful with appointment requests

My partner has been unable to secure appointments for an extended period at this practice. The team's level of expertise seemed questionable, and the reception experience fell short of expectations.

Couldn't get through on the phone queue

Extremely poor service experience. The reception team were unable to answer calls promptly. I attempted to reach the practice regarding my unwell child, and despite being first in the queue, I waited for an extended period before deciding to disconnect and attend the surgery in person with my poorly child. Very disappointing.

Wrong prescription issued twice in a row

I've had a disappointing experience on a second occasion when I received an incorrect prescription and was charged for it. Even after clarifying the error, the same mistake occurred again. The service felt disorganised and lacking in competence. The staff member I spoke with on the phone was particularly unhelpful and unwilling to assist with resolving the issue.

Helpful receptionist made booking straightforward

Outstanding Experience I had a wonderful visit to the practice. The clinical team provided thorough and attentive care, taking time to address my concerns comprehensively. The reception staff were welcoming and efficient, making the appointment process straightforward. The facilities were clean and well-maintained. Overall, I felt well looked after throughout my time at the practice and would recommend it to others seeking quality healthcare.

Felt genuinely listened to and reassured

I recently called the surgery for advice and a really nice clinician called me back, who was reassuring and made me an appointment with another healthcare professional at the practice. I went to my appointment and from the moment we met, the experience was absolutely wonderful. They took the time to explain things to me, reassured me, quelled my fears and have kept in touch regularly for updates. This healthcare professional is dedicated to giving fantastic patient care and is truly a credit to their profession. Thank you for everything.

Phone queue moved quickly and got appointments

I switched from my previous practice because appointments were consistently difficult to obtain. After joining my current medical group, I have had the opportunity to test their appointment system. Over the last couple of weeks, both my children and I required medical attention. When I called early in the morning, despite being informed there were several people ahead of me in the queue, I was seen within a very short timeframe. Each time I needed to book in, I was able to secure an appointment without difficulty. Both the reception team and clinical staff have been exceptionally helpful and professional throughout my visits.

Impossible to book even routine appointments

This practice has been extremely difficult to access for appointments. I have been unable to secure a consultation for routine health checks that another healthcare professional has recommended I undergo.

Reception staff showed kindness when I was upset

I attended an appointment regarding a chest concern. During the consultation, the focus shifted toward mental health matters, which left me feeling upset and somewhat bewildered. I spoke with a staff member, became emotional, and sat down to compose myself. Subsequently, I received correspondence indicating that my conduct would not be accepted at the practice. I had simply sat on the floor while experiencing distress, so I would advise others to be cautious about discussing mental health concerns and to be aware that displaying emotion during appointments may be viewed unfavourably by the practice.

Can't get through to anyone at all

Unhelpful and dismissive experience. Over an extended period, accessing medical professionals has been extremely difficult, requiring alternative services for basic healthcare needs. Very disappointing.

Reception staff dismissed concerns without explanation

I am a newly registered patient. The reception team did not appear interested in hearing my concerns and came across as lacking in empathy. They ended the call before I had the opportunity to ask further questions, and my concerns were dismissed without any explanation of next steps. The interaction felt unhelpful and the tone was unwelcoming. When I rang back to address the manner of the previous conversation, I encountered a similarly unfriendly response from staff. The overall experience was disappointing, and I felt that the level of care shown did not meet the standard I would expect from a healthcare setting.

Friendly staff made me feel welcome

I've consistently received a warm welcome and developed a positive working relationship with the nursing staff, along with consistently professional and courteous treatment from the medical team at the practice.

Impossible to book an appointment here

Giving this a 1 star as I have found it extremely difficult to obtain an appointment. Being instructed to ring on the day for availability and then waiting on hold for an extended period is unsatisfactory. I transferred to this practice due to difficulties at my previous surgery, however this practice appears to have encountered similar challenges. It is disappointing. Despite my financial contributions through regular payments, I am unable to secure an appointment. It appears that other patients have experienced comparable frustrations based on their feedback.

Friendly staff let down by rude appointments

The reception team, pharmacy staff, and nursing team are wonderful, and the majority of the clinical staff provide excellent care. However, my recent appointments with a couple of the clinicians have been disappointing, as they came across as dismissive and somewhat patronising, which is unfortunate given how positive the rest of the practice experience tends to be.

Helpful receptionists made the difference

The reception team and clinical staff were extremely helpful and provided excellent care.

Impossible to get through on the phone

I contribute significantly through my taxes each month yet struggle to secure an appointment. It required numerous attempts before I could reach someone by phone. Since the practice opened, I have only been seen once. I feel the service is not meeting expectations and question its value.

Receptionist sent me round in circles

This surgery provided a disappointing experience. I contacted them regarding an eye condition and was directed to a pharmacy by reception staff. However, the pharmacy was unable to assist and referred me back, leaving me frustrated with the back-and-forth process. As I was unable to spare additional time, I was fortunate to have access to treatment elsewhere. The coordination between services felt lacking and the overall handling of my query did not meet expectations for a healthcare provider.

Appointment slots don't match advertised opening hours

Why remain open until 6:30 when no appointments are available after 5? This means you have to take a full day off work just to attempt to see a doctor.