Throckley Primary Care Centre

Reception staff were dismissive and unhelpful

The service provided fell short of expectations and appeared to prioritise certain patients over others. The staff interactions lacked courtesy, assistance, and professionalism throughout the experience.

Slow administrative processes causing patient frustration

The initial transition process was not straightforward. After transferring my care in the summer, it took several months before I was able to access my full records. A hospital communication requesting medication provision took an extended period to process, which resulted in a gap in my medication supply lasting approximately two weeks. More recently, a regulatory authority has made an information request, and despite several weeks passing, no response appears to have been sent.

Friendly staff and welcoming from childhood

I have been attending this practice since childhood and have consistently found the doctors to be lovely and the receptionists to be friendly and welcoming.

Hard to book appointments and poor listening skills

Finding available appointments is consistently difficult, and communication from the practice could be improved. During consultations, I felt unheard and found it frustrating when the clinician expressed confusion about straightforward health concerns. Rather than providing clear guidance, I was repeatedly asked for my own assessment of the problem, which felt inappropriate given that I'm not medically trained. The service seems to have declined in quality over time. I've experienced faster care attending urgent care on a weekend evening than getting an appointment here. The reception team appear to act as gatekeepers beyond their scope, making it challenging to access clinical staff. While some receptionists are accommodating, many are not, which adds to the difficulty in getting seen.

Reception didn't listen to my concerns

Terrible experience at this practice. I found it extremely difficult to get through to anyone. The reception staff did not seem to listen to my concerns and their standard response was to direct me to call 111. I felt I received no assistance whatsoever. I would not recommend this surgery to others.

Staff went above and beyond to help

The team members at the practice went above and beyond today to help me, and I'm very grateful for their support.

Receptionists giving conflicting information about booking

Previously satisfied with this practice, but recent experiences have been disappointing. The service appears to be declining, with inconsistent information being provided depending on which receptionist is spoken to. My husband made multiple attempts to contact the practice today and was unable to secure an appointment when he finally reached someone. I visited in person to clarify the online booking system, as I had been told conflicting information. The receptionist indicated that online appointments could be booked, but upon returning home and attempting to use the system, this proved not to be the case. I was also informed that despite being present at the surgery, I could not make an appointment in person and would need to return the following day. I subsequently called back to raise concerns about the contradictory information regarding online bookings. The staff member explained that due to high demand for appointments, the online facility had been temporarily disabled. I was advised that online booking would be available after a certain time, but attempts to use the system at that time were unsuccessful. This represents a second instance of receiving inaccurate information from reception staff. My husband is seeking an appointment following a recent consultation with a clinician, which he felt did not adequately address his concerns.

Friendly staff and quick e-consult responses

I have been a patient at this practice for just over a year and have attended several appointments with various staff members. All of the healthcare professionals and front desk staff have been welcoming and responsive. The online consultation system is straightforward to navigate and responses typically come back promptly.

Helpful practice that really listens

The support and attention I have experienced at this practice has been excellent. I am grateful to everyone on the team there.

Receptionists made the difference for me

I have been very pleased with this practice since relocating from further south. The front desk staff consistently demonstrate patience and helpfulness.

Friendly receptionist made the wait short

I arrived ahead of my scheduled time and was pleased that the wait was minimal. The reception staff member was friendly and provided helpful assistance.

Staff took time to listen and genuinely cared

I have found the care here to be genuinely lovely and thoughtful across all staff members, including those at reception and clinical staff. I have particularly appreciated my interactions with the nursing team recently. Following a difficult personal loss, I became upset during an appointment, and the staff member I saw was exceptionally kind. Despite my visit being for another reason, they took time to listen, showed genuine sympathy and understanding, and then arranged a follow-up telephone consultation with a clinician. That subsequent appointment was equally positive—the clinician was warm and attentive, demonstrating genuine knowledge and familiarity with my situation, and we had a meaningful conversation. The whole experience felt genuinely caring and supportive.

Patient and thorough support with my appeal

The healthcare professional at this practice is excellent at their role. They demonstrated considerable patience and thoroughness, providing substantial assistance with my appeal process. I am very grateful for their support and would say they are a real asset to the practice.

Caring doctors and helpful admin staff

I have consistently received outstanding service from this primary care practice. The clinical staff demonstrate exceptional compassion and extensive expertise in their field. The administrative team have also provided excellent support throughout my time as a patient. This is a highly commendable practice.

Couldn't get through on the phone line

Attempted to call from early morning but was unable to reach anyone at the practice.

Same-day appointments if you ring early morning

I've been a regular patient at this practice for quite some time and there are numerous positive aspects to highlight. The clinical staff are approachable and friendly, the administrative team are welcoming, and same-day appointments are generally available if you contact the practice early in the day. The premises are also well-designed for accessibility. While I did initially have some concerns about certain aspects of the patient environment, including the informational materials displayed and the seating arrangements in the waiting area, I was subsequently approached by someone from the practice seeking my views on how the waiting facilities could be improved. Although my original observations remain valid, I found it encouraging that the practice actively sought patient feedback on their services, which demonstrates a commitment to listening to their community. This proactive approach to gathering input is commendable. I would rate this practice highly based on the overall standard of patient care and service.

Can't book an appointment anywhere

I have found it extremely difficult to secure an appointment at this practice and question the purpose of using this service.

Phone consultation required before seeing GP

I had a very negative experience at this surgery. I was surprised to learn that the standard procedure requires a telephone consultation with a GP before an in-person appointment can be arranged. According to what I was told by reception staff over three weeks ago, the GP needs to speak with you first by phone, and only if they deem it necessary will they offer a face-to-face appointment. This was particularly frustrating as I had recently been discharged from hospital and my consultant had specifically advised that I needed to be seen in person rather than have a phone discussion. I found this approach unacceptable. Additionally, when I reported a health concern that I felt warranted an in-person visit, I was again told I could not book an appointment and would need to have a telephone consultation first. I felt let down by the lack of support offered throughout this process.

Friendly reception staff made the visit pleasant

Excellent healthcare facility with a welcoming and supportive team at the front desk and throughout the office. The clinical staff demonstrated considerable expertise and professionalism. Highly commendable service that I would gladly recommend to others.

Friendly staff made me feel heard

Fantastic, friendly and capable! Offering first class care at all times! The clinical staff I see are a pleasure to meet. Must also mention what an asset the reception team is to this organisation - they are quite fantastic!