Northern Health Centre

Kind receptionists at a busy surgery

The reception team consistently demonstrated kindness and helpfulness, making genuine efforts to assist patients despite the surgery's evident high demand. Having experienced other practices previously, I found the service here to be notably better. The availability of an on-call healthcare professional each day for urgent matters is a valuable feature that sets this practice apart from many others. Several members of the clinical team provided excellent care. I would suggest this practice to others looking for a GP in the area.

Reception staff could be more welcoming

This practice appears to be declining in quality. The reception team's manner comes across as unwelcoming and abrupt.

Couldn't get through on the phone line

An extremely disappointing experience at this practice, falling well short of expectations.

Staff weren't friendly or welcoming

The staff members were not courteous or welcoming. They appeared dismissive and did not reciprocate friendly interactions. I am currently considering alternative healthcare providers.

Receptionists could be more helpful and polite

The medical practitioners are satisfactory, however certain members of the reception team can be dismissive, uncooperative and discourteous.

Receptionist was dismissive about waiting times

I inquired about the expected waiting time and received a brief, dismissive response. I would not suggest this practice to others.

Friendly staff who really listened to me

Outstanding care provided. The staff were warm and welcoming. They demonstrated considerable patience and empathy throughout. The practice proved to be highly flexible and encouraging in their approach.

Doctor availability varies, phone lines struggle

The clinical team members each bring their own approach and manner to consultations, so the experience can differ depending on who you see, and it's challenging to maintain continuity with the same practitioner. I was disappointed when a preferred clinician moved on. On one occasion, I received a telephone consultation where the clinician expressed time constraints and suggested a particular medication when I requested further clarification. I felt my questions about my own health were important to ask, though I recognise that telephone consultations have limitations, even if they may offer practical benefits given current NHS pressures. The reception team's availability has been inconsistent at times. There have been occasions when I've attended in person to book an appointment because telephone lines weren't being answered. However, they are generally as helpful as circumstances allow. It's difficult to assess the service quality in broader context. What I can say is that I've received substantial clinical time and have found solutions to my health concerns. The doctors clearly work diligently and manage demanding schedules seeing numerous patients daily.

Reception staff weren't helpful or attentive

The service quality is quite poor, and the reception area is particularly problematic. The staff members working there appear unmotivated and unprofessional. They frequently seem distracted and inattentive, and when approached with requests, they often appear unable or unwilling to assist properly.

Phone queue kept dropping me back

Disappointing experience with the booking process. Calling to arrange an appointment proved very difficult, with lengthy wait times and frequent disconnections. The phone system made it frustrating to complete a simple booking request.

Turned away minutes before closing time

I attended the centre shortly before closing time for a blood test appointment. Unfortunately, the available staff member was unable to see me as they needed to leave to attend to other commitments. I was disappointed with this experience and felt frustrated with the service provided.

Quick service with friendly staff but cramped waiting area

The service was efficient and the team were welcoming, though additional seating would be beneficial.

Reception took nine days to return voicemail

I have been attempting to contact the reception team for over a week, during which time I left multiple voicemails. They eventually called me back today. The person who answered was from the reception desk, and I found their manner to be quite dismissive and unhelpful. They told me not to leave further voicemails and suggested that I should not be calling so frequently, as someone would get back to me eventually. However, it took nine days and five voicemails before I received a response. I have noticed that other patients seem to share similar concerns about the reception staff, whereas the clinical team itself does not appear to be an issue. The interaction has left a lasting impression on me, and I am frustrated by what felt like a condescending attitude towards someone simply seeking information. I feel that the reception staff should approach their role with more patience and respect for patients who require assistance.

Reception staff didn't acknowledge our arrival

The clinical staff provided excellent care, however the reception team across the practice was disappointing. The wait to be seen was considerably longer than expected, as it appeared there was a communication issue regarding patient arrivals being conveyed to the clinical team. The reception experience fell short of expectations.

Receptionist rudeness overshadows decent medical care

The clinical staff are adequate, however the reception team demonstrated poor interpersonal skills. The overall customer service experience was unsatisfactory.

Unhelpful staff made me feel unheard

About as useful as discussing your health concerns with a retail worker, except the retail worker would treat you with courtesy, whereas the staff here did not.

Reception staff ignored phones during personal conversations

The clinical staff are generally adequate, but the front desk team has been problematic. Both my spouse and I have encountered dismissive and hurried behaviour from reception personnel, including instances of inattention to people waiting at the desk and prolonged delays in answering phones while staff engaged in personal discussions. We have found it challenging to arrange appointments via telephone, and when errors occur in bookings or communication, responsibility is quickly directed toward patients rather than acknowledged as a mistake. Specific staff members at reception have struggled to interact with people in a courteous manner. While the doctors are mostly professional and competent, a couple have displayed concerning conduct on separate occasions. One doctor proceeded with a physical examination of my spouse in sensitive areas without prior explanation or clarification of how this related to the presenting symptoms. Another doctor showed a lack of compassion toward my spouse following a pregnancy loss, appearing more focused on validating their own diagnosis than providing appropriate emotional support during a difficult time. Since transferring to another practice, we have noticed a marked improvement in the standard of care received.

Long wait on the phone queue

The phone service was disappointing, as I waited considerably longer than expected before my call was picked up, despite being first in the queue.

Efficient practice with helpful on-site pharmacist

Very efficient practice. Great doctors and staff, as well as an on-site pharmacist who is excellent. My whole family have been registered here for over 30 years. All the clinical staff are extremely competent.

Friendly reception made the visit pleasant

Excellent experience with a welcoming and approachable team.