(NPC) Spring Terrace Health Centre

Helpful staff who really listen

Excellent team who consistently demonstrate helpfulness and kindness.

Struggling to book appointments through callbacks

It is extremely difficult to secure an appointment at this practice. Even when requesting a callback first thing in the morning, the response comes back shortly after to inform that there are no available slots. The process feels unnecessarily challenging and leaves one feeling quite exasperated about how to actually access care.

Quick phone lines made booking straightforward

Relocated to this practice from a previous one that did not meet my expectations. I have been pleasantly impressed by the quality of care and service provided here. The team responds promptly to appointment requests and the booking process is straightforward. During a recent visit for a blood test, I noticed the waiting area contains plenty of helpful resources for patients. My appointment ran on schedule and the clinician I saw was warm, friendly and conducted themselves professionally. Overall, I have found the experience to be excellent so far. Thank you to the practice.

Always there when you need them

Always available and consistently supportive. I really appreciate this, as it has been exactly what I needed.

Repeated requests ignored before appointment required

I found the service at the health centre to be extremely disappointing. I made multiple attempts to obtain my initial prescription, but the surgery required me to book an appointment with a medical professional before they could process it. Although I had recently visited the facility, they still insisted on scheduling a new appointment, which would not be available for several days. Given that I have a forthcoming surgical procedure planned, the delay in receiving this medication is particularly concerning. I am currently unwell, and this situation has added to my stress and worsened how I am feeling. The way this prescription was handled felt lacking in both urgency and consideration, which I found unacceptable.

Helpful support through a difficult time

I have received excellent service recently following a serious injury. The clinical staff and reception team have been very helpful.

Phone answered straight away, appointments readily available

I recently joined this practice after leaving my previous surgery, where I had been registered for a couple of years. My experience there was disappointing, and after spending months attempting to reach someone who would genuinely engage with my concerns, I decided to make a change. I'm very glad I did. I don't visit a GP frequently, but when I do, it's important to me that my perspective is valued and that I have input into decisions about my own care. This surgery has impressed me from the start. Calls are answered promptly without lengthy waits, and appointments are available without significant delays. The registration was straightforward and handled efficiently by the team. I completed a brief form, provided identification, and was registered on the system before I'd even left the car park. I called back after leaving to mention something I'd overlooked, and it was resolved immediately. My earlier concerns were addressed within minutes of joining. The staff I've encountered, both in person and over the phone, have been outstanding and genuinely supportive. I feel reassured to have found a practice I can trust. The location is convenient, situated just off the main road, and there is ample parking available both in the car park and nearby.

Reception team helpful, pharmacist call disappointing

The reception staff are genuinely excellent. My recent telephone consultation regarding medications with the pharmacy team, however, fell short of expectations. The interaction felt rushed and I didn't feel heard. This was particularly disappointing as a previous similar consultation was conducted with much greater warmth and attentiveness.

Impossible to book an appointment by phone

It can be challenging to secure an appointment at this practice. Calls often go unanswered and disconnect before reaching reception staff, and when contact is finally made, availability is frequently reported as fully booked, necessitating multiple attempts on different occasions. There have been instances where the initial assessments provided did not align with findings from subsequent hospital visits, leading to concerns about the accuracy of earlier recommendations.

Prescription delays and unhelpful reception staff

I have had to request my medication on multiple occasions without success in receiving it. The reception staff were unhelpful and displayed a dismissive manner. Obtaining an appointment with a clinician has proven to be very difficult.

Receptionist answers and GP calls back same day

Always able to reach the reception team. Receive a same-day telephone consultation with the doctor. Feel that concerns are heard and understood.

Reception gave away my appointment slot

I attended an appointment with a district nurse today and was sitting in the waiting area at my scheduled time when an elderly lady arrived early. She asked reception if she could be seen early since there appeared to be no one waiting. About twenty minutes later, after reception had arranged something with the nurse, I was called through for my appointment. When I asked reception why there had been a delay, they indicated it wasn't their responsibility. I felt confused about what had happened with the scheduling, as it seemed my appointment slot may have been affected. Overall, the experience was disappointing.

Appointment delays then blamed for waiting

My child had difficulty securing an appointment for an ear issue. When an appointment eventually became available, the clinician commented on the severity of the condition and questioned why we hadn't sought care sooner. It was a frustrating experience.

Reception team made booking straightforward and easy

On each occasion I have contacted the practice by phone, the reception staff have been courteous and supportive. I was able to receive clinical callbacks promptly. During my in-person appointment, the clinician demonstrated professionalism and authenticity. While I understand there is currently frustration with general practice services, my own experience has been favourable.

Reception staff made me feel genuinely heard

I don't typically leave reviews for services. However, following a difficult situation at my former medical practice, I felt compelled to share my experience. When I initially called, the receptionist who answered was remarkably understanding and showed genuine empathy towards my circumstances. Upon visiting in person to register, another staff member at reception was exceptionally welcoming and supportive while I completed the necessary paperwork, and they promptly arranged an urgent appointment with a clinical professional. The healthcare provider I saw was equally outstanding in their approach and care. I'm genuinely appreciative of how my concerns were treated with appropriate importance, and I wanted to express my gratitude. In my view, this practice is a real asset to the NHS 💕

Phone lines answered quickly and helpfully

I have been a patient at this practice for over five years. The telephone service has consistently provided prompt responses without significant delays. The team demonstrates genuine care and empathy in their interactions. The appointment booking system is well-organised and user-friendly. The practice operates smoothly and efficiently. I am very grateful for the service provided.

Friendly reception staff made booking easy

The reception staff, both in person and on the telephone, are friendly and courteous. They provide an excellent level of service.

Realistic about NHS pressures and appointment availability

I find some of the negative reviews rather unconvincing, particularly those citing difficulty obtaining appointments. It's worth considering the broader context of current healthcare pressures and guidance. Many people seem to present minor health concerns that could potentially be managed through other means, which places unnecessary strain on NHS resources. Having experienced other healthcare settings, I can genuinely say this practice functions well and I have no complaints. While securing an appointment can occasionally be challenging, this is a common issue across most surgeries. The appointment system might run more smoothly if patients were more selective about what they bring to consultations, rather than raising multiple unrelated concerns in a single slot. For those leaving very poor ratings, it may be worth reflecting on whether expectations align with what the NHS can realistically provide. If standards of care are the primary concern, private healthcare options are available for those who wish to pursue them.

Impossible to reach or book appointments

Disappointing experience overall. I found it extremely challenging to secure appointments and struggled to reach anyone by telephone. Despite my efforts to persist with the practice, I ultimately decided to switch to a different surgery due to the ongoing difficulties in accessing care and communication.

Couldn't get through on the phone

Disappointing experience that fell short of expectations.