Morpeth Surgery Wellway

Didn't listen to my concerns

I had a very negative experience at this practice. I felt that important health concerns were not adequately identified during my visit. Additionally, I received information that I did not find to be truthful.

Long phone waits and unhelpful navigation staff

What has happened to this surgery? It feels like absolute chaos. The organisation appears disjointed and fragmented. There never seem to be fully qualified practitioners available, only associates who lack full credentials. The telephone support I received, following an excessively long wait, was disappointing and unhelpful. The staff member showed little understanding or compassion, coming across as dismissive and unfriendly, treating me as though I were just another patient number. Overall, this feels like an impersonal practice that doesn't demonstrate genuine care for its patients.

Practice ignored serious medication concerns

I have had a very poor experience at this practice. I felt that the pharmacy staff did not have adequate knowledge of my medication history when dispensing prescriptions. Additionally, I have had serious concerns about the clinical care I received over several years, and I was disappointed that my complaints were not properly addressed or investigated. Overall, I would not recommend this practice.

Impossible to get appointments through phone lines

The experience with this surgery has been very disappointing. When urgent medical attention is needed, obtaining a same-day appointment proves extremely difficult due to the current appointment system, which feels ineffective. After several months of attempting to secure an appointment, success has remained elusive. The clinical support received has not adequately addressed the health concerns, leaving significant discomfort to be managed independently. Calls to the surgery frequently go unanswered. Overall, the service feels inadequate and patient-focused care appears lacking. This surgery would not be recommended to others.

Management out of touch with appointment waiting times

While the clinical team delivers competent care, the organisational leadership appears disconnected from patient requirements and lacks awareness of how the practice presents itself to those it serves. When facing appointment waiting times of one to two months, launching a survey about new branding and visual identity seems tone-deaf. Similarly, a recent feedback questionnaire asking whether patients would prefer more morning, afternoon, or weekend slots appears to overlook the fundamental issue that securing an appointment within a fortnight is already challenging. The disconnect between what management is asking and what patients actually need suggests a significant gap in understanding priorities. Based on experience managing large organisations in previous employment, such a lack of patient-centred thinking would have been considered a serious failing in any customer-focused business.

Phone lines impossible to reach anymore

This practice was once an excellent local healthcare service, but it has unfortunately experienced a significant decline. Accessing support by telephone has become increasingly difficult, and the online system has limited availability, closing in the early afternoon. Obtaining appointments requires submitting several requests and typically involves lengthy waiting periods. Following a recent merger, the overall service quality appears to have diminished considerably. In comparison, other local practices in the area seem to provide a somewhat better experience.

Long-term patient with no complaints here

I have been a patient at this practice for a considerable time and have consistently had a positive experience with them.

Receptionists were incredibly rude on the phone

Extended waiting periods when calling the practice. The majority of reception staff were notably unhelpful and discourteous compared to other services I've used. The clinical team were pleasant, though other staff members fell short of expectations.

Long wait times, can't see a GP anymore

I have been a patient at this practice for many years and am now unable to obtain appointments with a doctor. The standard of service has declined significantly and I am dissatisfied with how patients are being treated.

Struggling to book appointments when you need them

The practice appears stretched with limited appointment availability, technical issues affecting online booking systems, and ongoing medication management concerns. It's difficult to understand how the current service level has become accepted as satisfactory within the NHS.

Lost paperwork and refused necessary blood test

I attended a local surgery to update my registered name following a life event, and also registered my newborn at the same time. During this process, I provided supporting documentation that had been officially corrected by the relevant authority to address clerical errors. The surgery initially misplaced my paperwork and requested I resubmit the information. When I returned with the documents, they were declined on the basis of the corrections that had been made to them. I have since obtained official identification in my updated name through the appropriate government office, which the surgery also declined to accept despite this document being accepted by other official bodies. More concerning is that I have subsequently been refused a clinical test that my midwife believes is necessary before a planned home birth taking place within the coming weeks. My midwife has advocated on my behalf to try to resolve this, but the surgery has maintained their refusal. I found the overall experience to be deeply unsatisfactory from beginning to end.

Online booking system feels unnecessarily complicated

The service provided has been disappointing since the recent changes. The practice no longer offers telephone consultations, instead requiring an initial online application and questionnaire to be completed before any appointment can be arranged. This approach feels unnecessarily complicated.

Couldn't get through on the phone

Unsatisfactory experience

Doctor hadn't read my medical records properly

During my appointment, I was asked about starting a particular type of medication despite this being clearly documented in my medical history, as I have been taking this medication class for over a decade with an ongoing prescription. The practice does not appear well-equipped to support patients dealing with mental health concerns, instead directing them towards self-help resources and independent research. Contacting the practice by phone involves substantial waiting times, often exceeding 45 minutes, and this can be further prolonged if the call drops before being answered. Attempting to book appointments in person is not an option, as staff redirect patients to telephone contact instead. The online request system only allows submission of new queries rather than responses to messages, as requests are automatically closed once staff have replied. This creates a frustrating situation where if you miss an unexpected call from a clinician following an online request, you must dedicate significant time to another lengthy phone call with reception to arrange a subsequent callback, which typically cannot be scheduled for another one to two weeks.

Impossible to reach reception by phone

This has been the most disappointing NHS experience I have encountered. I have struggled to reach the reception team by phone, and there have been difficulties obtaining necessary prescriptions despite having an established medical history. During multiple attempts to contact the practice, my calls have been disconnected on several occasions whilst waiting. As someone who works within the NHS, I find this level of service frustrating and concerning.

Long waits and poor phone queue management

I'm quite frustrated with how multiple practices can continue operating while delivering such poor service. It's concerning that there doesn't appear to be adequate oversight of these facilities. The management of this group is disappointing, and it's surprising they're still permitted to function.

Long phone queues make booking appointments difficult

Had to wait quite a while during a morning appointment slot. Eventually got through and my concern was addressed. While waiting on the phone, I attempted to book an appointment through the online system, but found all available slots were already reserved. I was advised to try booking again the following morning. This presents a challenge for those working full-time, as it's difficult to make calls during work hours or while travelling to work. I called back the next day during the morning and experienced a shorter wait time on that occasion.

Helpful receptionist made booking easy

Spoke to a lovely member of staff today to make an appointment. They were helpful and caring, sorting my appointment with understanding and kindness. Thank you – the world needs more people like you.

Quick appointment booking through NHS app

I attempted to schedule an appointment using the NHS app. Upon completing the online consultation, I promptly received a text message confirming my subsequent appointment, which was arranged as a telephone consultation. The clinician called me as planned and even arranged an in-person visit for the same day. The clinician also requested that I undergo a blood test, which I was able to complete that same day. The reception staff, nursing team, and clinical staff were all very helpful and supportive throughout the process.

Phone lines have improved slightly recently

The Practice has declined since we first became patients several years ago, primarily due to challenges in reaching the surgery by phone. There has been a recent positive shift in the telephone system, with shorter wait times than previously experienced. I am currently disappointed as one of the most valued clinicians at the practice has departed. This individual was an exceptional healthcare provider and their absence represents a significant loss to the surgery. I have faced several complex health matters during my time as a patient, and this clinician managed them with considerable skill and care.