Ponteland Medical Group
JS
J S. one year ago • From Google
Bad
I arrived late to my appointment due to inadequate communication from the practice staff. The receptionist mentioned the possibility of attending a Saturday clinic at an alternative location due to a week-long waiting period at the main site, though this suggestion only came after my original appointment had been cancelled as I was arriving at reception. Alternative venue options were not proactively offered and only became available after I repeatedly requested an appointment at the desk. The receptionist failed to inform me that the alternative surgery had relocated, resulting in us visiting multiple locations attempting to find the correct one. Communication proved extremely difficult as the primary care hub had no listed address and the only available contact number belonged to the main practice, which was closed on Saturday. The practice website continued to list the surgery at its previous location, and when I attended that address, staff were unable to locate my appointment details due to the venue being incorrect. They were equally unaware of the new location. After contacting NHS 111 for assistance, who were also unable to provide the correct address, my family member suggested trying the hub near the hospital, which turned out to be the right place. The practice urgently needs to update their website and communicate the relocation to patients, as others may face similar difficulties or be turned away for late arrival. The receptionist and pharmacy team at the alternative location, along with the clinician, were considerate and supportive throughout. What should have been a straightforward appointment became an extremely stressful experience, particularly difficult when already unwell. There appear to be systemic issues within the practice, whether stemming from outdated systems, poor internal communication, or other organisational problems, and these require immediate attention.
meera n.