Newgate Medical Group

Newgate Medical Group 2021-09-10 Person 5 5 0

I received a telephone call from the surgery to attend for a blood pressure check. I used the information screen at the surgery to register my arrival and waited a few minutes to see nurse. Everything was very well organised and quick. I have been very impressed with the service. As my blood pressure was high, the nurse phoned my doctor straight away. He gave me some advice and has since phoned me twice at home. I think this has been excellent service, and my mind has been put at rest.

I don’t think the service could have been any better, I know I am in good hands.

Newgate Medical Group 2021-09-06 Person 0 5 0

Tried to phone for an appointment with a specialist nurse (there’s NO option to book one online!) Spent 50 minutes in a telephone queue - to then be put back to the end of the queue again! This is unacceptable - there should be means for patients to access specialist nurse appointments online, like there is for GP appointments. I shall now have make time to go to the surgery, to try to get an appointment - as I am not prepared to waste over an hour of my time, trying to get an appointment - when it could be done in seconds, online! Please rectify this as soon as possible?

Make Specialist Nurse appointments available to book online, like the GP appointments are

Newgate Medical Group 2021-09-04 Person 2 5 0

When phoning for any reason it can take upto an hour to get through. When you fo get hbtough same day phone consultation appointments ( no face to face offered) only are all that is offered and usually they are all taken by 9.00am. Online there are often no appointments available at all as the system only offers a limited amount. Once you are able to book an appointment it is usually 3 weeks in advance. As a recent example of poor service I had a bank of tests done for recurring and sudden pains in my leg. No one has rung to discuss further action as a result of the tests and the pain is still reoccurring.

Increase the number of appointments either by extending the day or having more GPS. Make it possible to book for other services on line e.g respiratory disease monitoring. Make appointments available on line to book over a longer period of time, do patitnts aren't constantly checking to see if any appointments have been made available. Make it possible to have continuity of care with the named gp and not have to accept any appointment with who ever happens to gave slots. This is particularly important for anyone with ongoing medical conditions as often the gp you speak to us completely reliant on the patients information. For example I have a lot of health problems which individually seem quite minor. I suspect they indicate a bigger problem and GPS fi not gave time to listen to more than one issue. This means you have you have to make several appointments with several different doctors who font gave the time and the full picture.

Newgate Medical Group 2021-08-10 Person 1 5 0

The receptionsts are stoic and not at all helpful.They make it imposssible to get an appointment.Doctors must be an endangered species.Allways tell you to book online.Everytime ive tried this there are no appointments available either personal or by phone .I bang my head against the wall with frustration.Disgraceful service.

Employ staff that listen and understand your problem I.e.be more understanding and helpful instead of the opposite.

Newgate Medical Group 2021-06-27 Person 1 5 0

On average getting through to this surgery is always around 45 minutes. Twice recently I have been cut off after waiting 40/45 minutes, and I have had to start the process all over again. Some reception staff are ok, but others are hard to work with, which tends to unfairly tarnish all. Face to face appointments seem to be a thing of the past now. I had a telephone consultation recently, which was acceptable under the circumstances, as it wasn’t serious, but I do feel things need to get back to some form of normality now.

You really need to address the issues with the phone system, it’s absolutely unacceptable. The CQC report highlighted this issue in their last report, and your reply was this was being addressed. It isn’t! I was informed a few weeks ago there was no face to face appointments, only telephone consultations. This suited me to some extent, but it definitely doesn’t suit everyone. More face to face appointments need to be offered. After all, we have to ‘manage’ living alongside Covid in the best way we can.