Northern Health Centre

Reception staff dismissed my paperwork without care

I found the receptionist's manner to be quite dismissive and unhelpful during my visit. After I submitted the forms I had completed, her response suggested they may not have been properly retained, which would explain why I'm unable to schedule an appointment today. It seems the receptionist either lacks adequate training in customer service or may be under considerable stress. For a healthcare setting, I would expect staff to handle interactions with greater professionalism and courtesy. It would be beneficial if the practice could ensure receptionists are equipped with proper communication skills, including how to politely address issues when paperwork goes missing and to request that patients resubmit documents. During our interaction, the receptionist suggested I might be better served by attending a different clinic, which felt dismissive of my needs. Additionally, there appeared to be some confusion or misunderstanding during our conversation that left me feeling uncomfortable. Overall, I believe the practice would benefit from investing in better staff training and support to improve the patient experience at the reception desk.

Reception could be friendlier with patients

The clinical staff are excellent, though there is room for improvement in the reception area.

Reception staff were unhelpful during phone consultation issues

The practice on Holloway Road has been a disappointing experience. The telephone reception team came across as unhelpful and dismissive, and I felt the clinical staff were not straightforward with me. I had arranged a telephone consultation that did not materialise. When I contacted reception to clarify what had happened, I was given an explanation that did not match my recollection of events - I was available at the time mentioned and have no record of any incoming call. When I was told another clinician would contact me, I waited a considerable time before calling back, only to discover that this appointment had not been arranged as expected and I would need to book a face to face visit instead. Overall, the service felt disorganised and the staff appeared unwilling to provide meaningful support. The locum clinicians seemed disengaged, and the reception team made interactions feel unnecessarily difficult. I have decided to register elsewhere and would suggest others consider alternative options for their healthcare.

Receptionists dismissive when calling about delays

A handful of the clinical staff members are satisfactory, however the front desk team certainly are not. My appointment ran significantly behind schedule, and when I rang to check on the delay, the person who answered was dismissive and didn't allow me to fully explain my situation or take down my details properly. The only response provided was a vague assurance that I would be seen soon, with no further information offered.

Receptionist insisted on form despite choosing call option

I contacted the practice to speak with a clinician and was directed by reception staff to complete a form. I explained that the call system had presented two alternatives: submitting a form online or waiting to speak with someone. I indicated my preference for the second option. However, I was told that completing the form was necessary. When I inquired about how the practice supports vulnerable patients, I was informed that provisions exist for this. I then questioned what basis there was for assuming I was not in a vulnerable situation. The interaction became uncomfortable, with insistence that I either complete the form or speak to a manager. I found this frustrating given that the system had offered a choice, and I felt pressured to proceed in a way that did not align with my preferences.

Felt genuinely cared for during appointment

I recently had a routine screening test and I am very pleased with how it went. I have found previous experiences distressing and arrived feeling quite anxious about the appointment. In the past, I have encountered staff members who seemed insensitive and occasionally dismissive. On this occasion, however, the experienced clinician was absolutely wonderful. She was attentive to my emotional wellbeing and anxiety, approaching the procedure with both gentleness and professionalism. I felt that my overall needs were considered throughout. This was my first genuinely positive experience with this type of appointment. I would highly recommend this service.

Reception staff made the difference here

Only one member of the reception team provided good service, and that was a younger staff member. A receptionist gave me information about my blood pressure reading that I later questioned. I chose to seek care elsewhere and was subsequently admitted for further assessment. That younger receptionist was the only staff member I felt truly helped me during my visit.

Long waits for face-to-face appointments here

It has become more challenging to obtain face-to-face appointments and physical examinations since recent times. Accessing a consultation with a preferred clinician can involve lengthy waiting periods on occasion. Apart from these difficulties, the practice generally functions well.

Frustrated by dismissive staff and dropped call

I contacted the practice and spoke with a member of staff who offered a callback on a future date. When I expressed a preference for an in-person appointment instead, I felt the response was dismissive and I was placed on hold. I was then advised that a different clinician could call me back instead. Later that day, after not receiving the expected call, I rang back and spoke with reception staff who confirmed I was on the callback list. When a clinician did eventually call in the late afternoon, the call was disconnected shortly after it began while I was finishing a work conversation. Although I had indicated I was available to speak, the call was not reconnected. I found this experience frustrating and felt the overall service fell short of the standard I would have expected from this practice. I have been a patient here for many years and felt disappointed by how this situation was handled.

Felt genuinely listened to and well cared for

Excellent service with thorough attention to detail and effective medical guidance provided. Much appreciated.

Staff were helpful and attentive

Excellent team members.

Reception staff attitude has noticeably improved

The phone answering and reception team's approach has become noticeably better during our time as patients at this practice, and there are several capable clinicians available. Bringing identification allows you to complete bookings through their online system. Appointment availability remains limited, though same-day options exist if you're willing to wait and the practice can accommodate you. The standard of clinical care provided has been consistently strong and represents the practice's greatest strength.

Caring staff who really listen

Excellent and compassionate healthcare professionals

Sent to clinic then told it's phone only

Disappointing experience at this practice. The current approach of conducting consultations remotely feels like an excuse to avoid in-person appointments. Patients receive messages directing them to attend the clinic, only to be told upon arrival that appointments will be conducted over the phone instead. I found one clinician's questioning style uncomfortable and inappropriate, and another staff member's manner towards patients came across as dismissive and unprofessional. The practice has changed significantly from how it used to be, and I feel the current team lacks the standard of care expected. I believe substantial changes to staffing are needed, and I have concerns about the practice's future viability.

Reception staff listened and took concerns seriously

The practice provided valuable support in identifying developmental concerns in my child, including challenges with activity levels, sleep difficulties, and developmental progression relative to peers. I want to clarify that English is my child's first language, spoken in a household where both parents are native English speakers with higher education qualifications. I believe it is important to acknowledge potential biases in how services may respond to families from different ethnic backgrounds who are managing mental health challenges, and I am grateful that our local health and council services are actively working to recognise and address such prejudices. My other child has been receiving exceptional care from this centre, including home-based support and respite services, which has made a tremendous difference to our family's wellbeing. Accessing a formal diagnosis has been crucial in enabling appropriate support to begin, and early intervention provides the best foundation for positive outcomes. While any diagnosis can carry social stigma, I am genuinely thankful for the comprehensive support provided by the dedicated team here 💙

Friendly staff made us feel welcome

I have been a patient at this practice for over a year now and have found the clinical team and support staff to be excellent in their care towards myself and my family members. I would strongly recommend this practice to others.

Practice assessments lack cultural sensitivity

I have concerns about the assessments provided, particularly regarding how they are conducted for certain patient groups, including children from ethnic minority backgrounds and those experiencing language difficulties.

Receptionist was dismissive and unhelpful

The reception experience was extremely disappointing.

Reception staff made me feel like a burden

My experiences at this surgery have been mixed overall. The clinical staff have been excellent and I've had particularly positive interactions with the nursing team. However, I've found the reception experience to be frustrating, both when calling and visiting in person, as I often feel like I'm imposing on their time.

Long waits on hold and unwelcoming reception

Frequently kept waiting on the telephone for extended periods and experienced substandard service at the front desk upon visiting the practice.