Northern Health Centre

Unhelpful phone line and missing test results

I contacted the practice when I was feeling poorly and, despite mentioning that I was already registered there, was simply told to ring back on Monday as they were about to close. No alternative support or contact details were provided. Additionally, on a separate occasion when I sought care for a different matter, I never received feedback regarding my results. You might want to consider looking into another GP practice.

Kept waiting despite difficult circumstances

I am a patient currently undergoing ongoing medical treatment. I made the effort to attend my appointment despite experiencing significant fatigue, though I arrived slightly late as I was unfamiliar with the practice location. I typically experience wait times before being seen. On this occasion, I was not seen for my appointment, though I observed the clinician discussing my case with reception staff for an extended period. I felt the interaction lacked compassion and felt my needs were not adequately addressed. I do not wish to return to this practice.

Dismissive doctors and frustrating wait times

Extremely poor service. The clinical staff tend to dismiss concerns and provide minimal assistance. There are significant delays before appointments, yet strict policies regarding late arrivals. Very disappointing experience overall.

Long wait times and poor communication

I would advise reconsidering whether this practice represents good value for your investment of time and resources.

Reception staff turned away late arrival rudely

My daughter had an appointment today. I arrived approximately ten minutes late due to traffic conditions in the area, but the receptionist was not immediately available. After waiting for about ten minutes, when the receptionist became available, she informed me in a manner I found quite abrupt that the appointment would need to be rescheduled as I had exceeded the acceptable lateness threshold. While I have found the clinical staff to be competent and professional, I felt the receptionist's approach to handling the situation was rather unwelcoming and could have been managed more pleasantly.

Reception staff dismissive with directions and queries

My wife and I had read some reviews before visiting this practice, and several mentioned concerns about the reception staff's demeanor. I was hoping for a different experience, but when we arrived with our child, the receptionist seemed dismissive when I asked for directions to where I needed to go. I found it somewhat amusing since I'd been prepared for it based on what I'd read. As I was leaving, I thanked them for their assistance, and they simply raised their eyebrows in response. I'm not sure what causes this attitude, but we've moved past it.

Helpful staff except for rude receptionist

When I arrived and needed directions, a helpful staff member kindly offered assistance in pointing me toward the right area. However, another receptionist made a comment under her breath questioning why I was standing on the wrong side, to which I responded politely by explaining I was new to the practice and wasn't familiar with the layout. I felt this staff member's tone was unnecessarily unwelcoming and dismissive. I would have appreciated a friendlier greeting upon arrival. Fortunately, all other members of the team were pleasant and helpful, and I hope my future visits involve more positive interactions at reception.

Booking system needs to be more straightforward

I find that my inquiries consistently reach a standstill whenever I attempt to use the online consultation system for scheduling, which means I end up having to telephone the practice and persuade the reception staff to arrange an appointment instead. The process ought to be more straightforward.

Community children's service felt genuinely attentive

The Whittington Health Community Children's service provides an excellent standard of care. PS: This is separate from the GP practice that was previously situated in the same location.

Receptionist ignored us then yelled about appointment

Looking at the reviews, it's concerning and potentially a health and safety issue that reception staff have accumulated so many complaints yet continue in their roles, particularly given that the centre serves infants and young patients. I attended an appointment at the facility today with my child for an audiology assessment. Upon arrival at the ground floor reception desk, the staff member did not make eye contact with me and remained engaged in a personal phone call while conversing with another colleague in the reception area. When I informed them of my child's appointment time, I was directed to the waiting area without acknowledgement, still without being looked at. Thirty minutes past the scheduled appointment time, I returned to the desk to clarify whether I needed to complete any sign-in procedures. The staff member was still occupied with their phone, viewing content on the screen. At this point, they began speaking to me in a raised voice, expressing frustration that I had not notified them of my arrival and appointment. When I explained that they had been on their phone during my initial check-in, the staff member stood up, walked toward me, and continued raising their voice across the reception area, insisting that the responsibility lay with me for not communicating my presence, despite my child becoming visibly distressed and repeatedly asking for the raised voices to stop. I have serious reservations about the environment that children are exposed to when attending this facility for healthcare appointments.

Receptionist didn't say hello or goodbye

The receptionist's manner during phone calls comes across as quite abrupt. I understand that managing appointments can be challenging, but a simple greeting and farewell would make the interaction feel more courteous and considerate.

Concerns about premature autism labelling approach

The screening service for children stated that a high percentage of children would receive an autism diagnosis. My child has not yet undergone an assessment, yet I feel they are already being categorised. I believe this represents a profit-driven approach that takes advantage of concerned parents, which is why some families choose private options instead.

Reception didn't pass on appointment details to staff

I attended an appointment this afternoon with my young child who was experiencing a high temperature. The receptionist advised that a slot was available shortly after arrival, though this information did not appear to reach the clinical staff. Other patients who arrived without prior appointments were seen ahead of us, and we remained in the waiting area as the temperature continued to rise. Following a lengthy wait of over an hour, when my child was finally assessed, I felt blamed for not having administered fever relief beforehand, and was told that suitable medication was unavailable at the practice. I questioned how the clinical team could effectively support unwell patients if they were unable to provide appropriate treatment options for a young child with a fever.

Couldn't get through when I needed help

I registered with this practice several years ago and initially found it to be an improvement compared to my previous healthcare providers. However, over the past year, accessing appointments or receiving callbacks has become extremely challenging. Being unwell is difficult enough on its own, but the added frustration of struggling to receive any form of medical attention has made the experience significantly more distressing.

Reception staff treated me poorly and dismissively

This has been an extremely disappointing experience. The clinical staff seemed uncertain in their approach and unclear about their role. The manner of interaction felt impersonal and dismissive rather than respectful and caring. I am quite upset about how this visit went.

Reception staff could be more helpful with bookings

I've been a patient here for many years, and while the clinical staff are adequate, I have concerns about the reception team. Their communication style with patients has often felt unwelcoming, which raises questions about their suitability for the role. During a recent call, I was promised a link to an online portal but never received it, forcing me to locate it independently. The portal itself has been frustrating to use, as it appears to have technical issues. When contacting the practice to arrange an appointment, I'm consistently directed to use this problematic website rather than being offered alternative options. Based on this experience, I would hesitate to recommend this practice.

Reception staff made me feel unwelcome

I have been a patient at this practice for over a decade. While the clinical staff are satisfactory, I have found the reception team to be dismissive and unhelpful. On several occasions, I have experienced what I perceived as rudeness and a lack of willingness to assist, including instances where calls were ended abruptly when my queries could not be quickly resolved.

Reception staff kept cutting me off mid-call

I was a patient at this practice until recently and have noticed a significant decline in service quality since the pandemic began. The reception team's conduct has been disappointing, with interactions feeling dismissive and unhelpful. During phone calls, I have felt unheard and unable to express my concerns fully. The practice appears to have moved away from offering in-person consultations. In June, I submitted an online consultation describing two episodes of a serious medical event, with the first requiring emergency hospital care. I was subsequently invited to attend a face-to-face appointment. After such a lengthy period without in-person visits, I found the experience underwhelming. It seems the practice prioritises telephone-based consultations for most patients, reserving physical appointments only for those experiencing acute emergencies such as suspected stroke or heart attack symptoms.

Phone call instead of promised appointment

If possible, I would recommend registering elsewhere. In my case, a healthcare professional from the emergency department sent correspondence to this centre indicating that I required a GP appointment. This referral appeared to be overlooked, and I was instead contacted by a pharmacy team member who lacked familiarity with my medical background. This was particularly disappointing as the centre had previously indicated that I would receive a call from a GP, when I had been expecting a face-to-face appointment for a thorough evaluation.

Receptionists were patient and genuinely helpful

I found that some of the reception staff have always been helpful whenever I've called. In particular, one member of the team stood out for being polite and helpful, so thank you so much for going the extra mile. It doesn't go unnoticed and it's really nice to get someone who's patient, polite and helpful.