Saville Medical Group (Newbiggin Hall)

Impossible to book appointments here

This practice has been extremely difficult to access. Despite arriving early in the morning, appointments are consistently fully booked. On the rare occasions when I have managed to see a clinician, I found the consultations unhelpful and felt they were unwilling to address multiple concerns in a single visit. The lack of available appointments creates a frustrating situation with no clear solution. I have concerns about the level of patient care and communication, particularly regarding follow-up contact about ongoing health matters.

Stuck in a frustrating appointment booking loop

I have been attempting to secure an appointment for several weeks now. Each time I contact the practice, I am advised to ring back early the following morning. When I do call at that time, I find myself near the front of the queue, only to be told that there are technical difficulties and asked to try again the next day. This cycle has continued for an extended period, and it has been an extremely frustrating experience overall.

Hard to book appointments with doctors here

It can occasionally be challenging to secure an appointment with a physician, as consultations are often conducted by nurse practitioners instead.

Hard to book appointments at new surgery

The service has deteriorated significantly following the recent facility investment and since the pandemic. Despite being a long-standing patient of over 40 years, it has become increasingly difficult to secure appointments or receive consultations. Routine preventative care that was previously available no longer seems to be offered. This represents a considerable decline in the standard of care previously experienced.

Helpful and polite every single time

On each occasion I have contacted the practice, the staff have been consistently helpful and courteous, and I have experienced no issues whatsoever.

Misdiagnosed and hard to get follow-up appointments

I recently attended the surgery with significant back pain and was seen by a clinician who prescribed medication for digestive issues, though I didn't believe this was the underlying problem. After several days of continued discomfort, I returned to see a different clinician who arranged an X-ray, which revealed a fracture. When I called for a follow-up appointment as my condition hadn't improved, I was informed of a four-day wait and advised to call early in the morning to secure an appointment. On subsequent calls, I've consistently been told to ring back the following morning.

Phone receptionist was genuinely kind and patient

I genuinely don't know how come this surgery has only 3.1/5 stars. At least for me, I had an excellent experience. The receptionist who answered the phone was very kind and patient. She kindly found me an appointment less than a week later. The clinician I saw is extremely professional, with no delays to the appointment time, and is an active listener. I've attended another appointment with a different healthcare professional, whose communication skills are excellent and very friendly approach meant my concerns were well addressed, and I was very happy with that consultation. The administrative staff send the referrals literally a few minutes after I leave the surgery - very efficient! Great GP surgery! Thanks team!

Fast appointment booking and minimal wait

Excellent experience. The service was prompt and I didn't have to wait long.

Hopeless prescription and communication issues

The practice deserves a low rating due to significant issues with prescription handling and communication between staff and patients.

Friendly staff made booking easier

I have been a patient at this practice for many years and have found the appointment booking team to be excellent. While I understand that securing an appointment can be challenging, the staff members here are consistently pleasant, approachable and genuinely keen to assist. The clinicians are also very good, and I have appreciated their support during some difficult periods with my healthcare.

Prescription requests repeatedly forgotten by practice

I have experienced repeated issues with prescription requests for my family members not being processed or sent through to the pharmacy. This has been particularly concerning given that one family member requires multiple medications for their condition, making these oversights a significant problem.

Receptionist finally listened after persistent requests

I attempted to secure an appointment for over a month before finally being seen today. When I initially contacted reception, I was informed that no slots were available. After explaining that I had been trying for an extended period and that my condition was worsening significantly with symptoms spreading across my body including my face, which was affecting my ability to work, an appointment was eventually arranged. It seems concerning that availability was only offered once I emphasised the severity of my situation. However, I was assisted by a member of staff who was particularly helpful and patient, taking time to guide me through the online consultation system and helping me verify my email address so I could access remote medical advice in future. This support was much appreciated. The clinical and nursing staff at the practice have all been professional and competent.

Reception and clinical team really listened

This practice is truly exceptional and has provided me with outstanding care throughout my entire experience, from the moment I arrived at reception through to consultations with the clinical team. I am very grateful for the excellent service I received.

Reception staff made booking really easy

Excellent medical professionals, highly recommended. The staff are attentive and the ability to book appointments in advance is incredibly convenient. The reception team are friendly and supportive. A significant improvement compared to other local practices. Great job on delivering quality care.

New building makes parking and access easier

The practice now has on-site car parking, which is beneficial for those who find access challenging. The newer premises offer considerably more space compared to the previous location. During my appointment for a blood test, I was seen by a member of staff who was very kind and put me at ease right away.

Missed appointment calls left me frustrated and stressed

The practice would be satisfactory if they maintained their scheduled contact arrangements. I have experienced multiple instances over recent weeks where arranged telephone consultations did not take place as planned. There has been no acknowledgment of these missed appointments, nor any communication regarding rescheduling or unavailability. Most of the clinical staff come across as dismissive, though there are exceptions who provide a more considerate approach. I found one particular appointment unhelpful, as I felt judged rather than supported during discussion of personal health matters. The lack of educational guidance during consultations has been frustrating. I am seriously considering registering with an alternative practice as the current experience has become increasingly difficult to manage.

Receptionist was rude during phone call

This practice has not met my expectations. The reception staff could benefit from adopting a more courteous approach when interacting with patients.

Staff tensions made my visit uncomfortable

This practice has not met my expectations. There appear to be tensions between different members of staff, and the focus seems to be more on organisational matters than on patient care. The management could be more effective. I feel that many GP surgeries today prioritise business concerns over the wellbeing of their patients.

Receptionists didn't know what they were doing

Of all the medical practices I have attended throughout my life, this surgery has been my most disappointing experience. The reception staff frequently seem unclear about procedures and processes, and the majority of the clinical team appear to lack competence. I have serious doubts about the diagnostic abilities of some practitioners at this facility. Additionally, my partner did not receive the appropriate medication during her pregnancy when she needed proper care. I would strongly advise others to seek treatment elsewhere, even if it means travelling further afield. The standard of care here is concerning and may leave patients feeling they have not received the help they require.

Reception staff unhelpful, pharmacy issues with prescriptions

Disappointing experience overall. I found the consultation unhelpful and felt the clinician's approach was dismissive. Several of the medical staff seemed uncertain in their roles. The only staff member who provided genuine support was particularly helpful, though I'm unsure if they still works there. I was concerned that certain supplements were not discussed during my early pregnancy care. The associated pharmacy has also been problematic, with issues around prescription accuracy and availability that have been frustrating to manage.