Morpeth Surgery Wellway

Impossible to reach by phone for appointments

Unable to reach the practice by telephone to schedule an appointment, and have not received a callback or response from staff members.

Struggling to get an appointment these days

A practice that was once excellent but is now having difficulty providing available appointment slots.

Reception staff were dismissive and unhelpful

My elderly relative recently called to follow up on a prescription that had been requested several days prior. During the conversation with a member of the reception team, she felt the interaction was abrupt and lacked warmth. I'm concerned about the level of consideration shown to older patients at this practice. The experience was disappointing and fell short of the standard of care I would expect.

Automated phone system makes appointments impossible

Sadly Wellway was an amazing and helpful group with good practitioners UNTIL the takeover by another medical group. Sadly, it feels like those focused on business operations rather than patient care have taken control and automated everything. You can wait an hour to get through, then be put on hold for another hour, then speak to a clinician if you're fortunate enough, who has no idea about you or your personal circumstances. It's sad in this day and age when so many are crying for help and support, but at least the group is still bringing in their profits.

Can't get through on the phone anymore

It is extremely difficult to reach the practice by telephone as the line is consistently busy, and the website is equally unhelpful. This surgery was previously excellent, but that is no longer the case. While the clinical staff are outstanding when appointments are eventually secured, the accessibility and communication systems are severely lacking.

Long phone queues make appointments difficult

This has been by far the most disappointing medical practice I have experienced. Obtaining an appointment through phone contact proves extremely difficult, with extended waiting times on hold. This situation often forces patients to make unnecessary journeys using public transport simply to attend a routine appointment. During telephone conversations with reception staff, I found myself being asked to disclose the reason for my visit, which they stated needed to be recorded. This felt inappropriate given that such information is sensitive and should be kept private rather than potentially overheard by others in the waiting area. I was not my first choice of practice to register with, but circumstances left me with limited alternatives.

Can't get through on the phone

Unable to reach the practice by telephone, and the online booking system is currently showing as full capacity - unclear what the situation is. Initial contact attempt made early this morning, with multiple further tries throughout the day without success.

Phone queue kept cutting me off repeatedly

Frustrating experience at the surgery today. I waited over 40 minutes on hold trying to arrange an appointment with a GP, only to have the call disconnected by the reception team. This meant starting from the beginning again in the queue. Difficulties accessing GP appointments like this likely contribute to unnecessary visits to emergency departments. The service fell well short of expectations. #torybritain

Long waits and poor communication here

This practice would benefit from a thorough and comprehensive evaluation by an independent body. I would advise against depending on receiving timely care at this location.

Warm manner and same-day appointment for my son

A special mention for the wonderful manner in which we were received. The warm and friendly telephone approach was followed by an appointment for my son on the same day. The thorough explanations provided gave us by far the best service we've experienced in a long time. A fantastic and knowledgeable clinician.

Couldn't reach surgery despite multiple calls

I spent money on phone calls attempting to reach the practice to inquire about a scheduled telephone appointment that was supposed to occur in the morning, only to be informed that an error had been made during the booking process.

Prescription line keeps cutting you off

Unable to reach the prescription department as calls are disconnected, making it impossible to speak with someone directly. If an automated system is in place, it would be beneficial for it to function properly.

Phone lines impossible to get through on

Extremely poor practice with significant difficulties reaching them by telephone. In decades of using healthcare services, I have never experienced a surgery quite like this one. I have been waiting over a week for a response about a health concern and received only a text message containing spelling errors. It appears pointless to expect assistance from this practice, and attending accident and emergency seems like the only viable option. Perhaps that is their intention. The reception staff appeared to be socialising rather than attending to their duties. I am switching to a different practice.

Long phone queues make appointments difficult

Why does it take such a considerable amount of time to reach someone when trying to contact the surgery?

Helpful support despite prescription sorting delays

The practice was consistently supportive in addressing my various health concerns. However, I experienced some difficulties with managing my prescriptions initially, though these were resolved after making contact with the surgery.

Struggled to get proper diagnosis here

I would encourage careful consideration before relying on the diagnostic capabilities at this practice. During a recent visit, I felt the clinical assessment fell short of expectations, which raised concerns about the overall standard of care provided by the medical team. The experience left me with reservations about the quality of service available.

Waited days for response to serious concern

I have submitted a complaint to the CQC regarding this practice, as I observed what appeared to be patient information that was visible on a desk during my recent visit. When I attempted to raise this concern with the practice, I experienced a significant delay in being able to speak with someone, as staff were unavailable due to training commitments. I felt that a matter of this nature warranted more prompt attention. After making two separate phone calls, I was eventually able to speak with someone, though I was informed that the matter would not be addressed for approximately 10 days. I have also made a report to the ICO regarding this incident.

Misdiagnosis and dismissive attitude left me unheard

Initial consultation resulted in a missed diagnosis, followed by an incorrect diagnosis that caused concern. A subsequent appointment with another clinician proved unhelpful, with a dismissive and confrontational approach adopted throughout. While I recognise that healthcare services face significant pressures, the standard of care I experienced fell short of expectations. I believe better provision should be available locally. I have made formal complaints to the relevant regulatory bodies.

Long phone waits and dismissive responses to concerns

Medication reviews appear to be infrequent, and contacting the practice requires significant patience as phone wait times are lengthy. In-person visits are not available for these matters, and the prescription queue system is problematic. During my appointment, I felt my concerns were not taken seriously and received dismissive responses to my health worries. When I requested a blood test due to ongoing symptoms causing me distress, the response suggested this was optional rather than necessary. Additionally, mental health concerns seem to receive minimal attention and support from the practice.

Felt judged rather than supported here

I have consistently found the approach of most practitioners at this surgery to be quite judgmental. I have been seeking assistance with a health concern and have been trying to address it, but the manner in which I have been treated has made me reluctant to continue attending the practice.