Lindisfarne Health - Berwick

Doctor wouldn't listen during phone call

I was disappointed with the approach taken during a recent phone consultation. The clinician came across as dismissive and questioned my account of previous treatments, suggesting they hadn't occurred when I believed they had. I provided the dates I had recorded, but was told these weren't visible in their system. This was frustrating as I've generally had positive experiences at the practice. During the call, I felt I wasn't being listened to properly and was interrupted several times during the conversation.

Econsult system switches off too early

I have experienced difficulty submitting an online consultation request due to the system becoming unavailable shortly after it appears to be accessible. Despite attempting this on multiple occasions, I have been unable to complete the submission process as the system consistently switches off before I can finish.

Dismissed concerns and avoided taking responsibility

I attended this practice for approximately eight months and found the standard of care to be disappointing. I visited on two separate occasions with different concerns and was informed there was nothing amiss on both occasions. After obtaining second opinions elsewhere on both instances, I decided to lodge a formal complaint. Since then, I feel my concerns have not been adequately addressed and that my feedback has been dismissed. I have become aware through conversations with others that some practices appear to operate with outdated approaches and use administrative barriers as a way to limit patient access, particularly when facing organisational pressures. This practice appears to exemplify these issues.

Impossible to see a doctor here

You'll encounter a mythical creature before you see a medical professional at this clinic. Multiple staff members were present at reception, yet no doctor was available.

Reception team resolves queries over the phone

This is a pleasant GP practice where contacting reception by telephone consistently helps address my concerns. I believe the team makes a genuine effort, particularly given recent circumstances, and they do attempt to facilitate doctor appointments, though obtaining one through phone contact has become quite challenging in current times and conversations tend to be limited to reception staff. I understand this reflects how services operate at present. The reception team deserves recognition for their commendable work. I'm awarding five stars in acknowledgement of their dedication and commitment to patient care. Thank you.

Reception staff interrupted and spoke dismissively

I visited the surgery this morning after attending another department to have a medical dressing changed. I called in to request a callback from a clinician regarding a separate health concern. A female staff member came out and addressed me in a notably loud voice. As I began to explain my reason for visiting, I was interrupted and informed that I should have telephoned ahead rather than attending in person. The manner in which I was spoken to felt patronising, and I felt the interaction lacked any genuine willingness to assist. Given that I am currently managing several significant health conditions, the lack of engagement was particularly disappointing. I believe the practice's approach to walk-in visitors may need reconsideration, as I suspect others may have had similar experiences.

Staff made vaccination process smooth and welcoming

I am extremely grateful to the entire team for the excellent care provided to my family members during their vaccination appointments. They have now completed their full vaccination course, and the staff demonstrated exceptional friendliness, helpfulness, and professionalism throughout. Every aspect of their visit was handled smoothly without any complications. The clinic operates with impressive efficiency and organisation. I am deeply appreciative of the additional effort made to ensure both individuals received outstanding attention and support.

Helpful staff but reluctant to visit

I tend to avoid visiting unless it's absolutely necessary. However, the reception team are consistently helpful and courteous, as is the clinical staff.