Alnwick Medical Group
Lower Building, Infirmary Close, Alnwick, Northumberland, NE66 2NLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Abysmal
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2024
Virtually impossible to book an appointment. Online method not user friendly. Restricted/specific types of appointments given, not general appointments. Telephone lines engaged or not answered. Telephone queues extremely long and by the time (up to almost an hour waiting) you get through all appointments taken, despite beginning the call at 8am as allowed. This is not a one off. This is every single time. Trying to contact the doctor has become a traumatic experience! If there was an alternative surgery I would be using it!
Visited October 2024
Review titled Alnwick Medical Group
Replied on 12 December 2024
Dear patient, Thank you for your feedback, I am sorry you are dissatisfied with the level of service you have received from Alnwick Medical Group. We understand that the telephone lines have been busy, and we appreciate how frustrating this is for our patients. I do apologise for the inconvenience caused with the long wait time. We have recently implemented a new appointment and telephone system to improve the accessibility of the surgery. We are asking those that can to use the online eConsult form. The aim is that this frees up the telephone lines for those that don't have the online route. Most of the eConsult's that are submitted are triaged by a GP and offered a resolution the same day, at the latest this is the next working day. We are aware not all conditions fit into the standardised categories of the eConsult so we ask patients to pick the most appropriate option and answer the questions to their fullest extent. If this is not possible, you can call reception who can fill out a briefer form on your behalf. The new telephone system will allow patients to request a call back. This means you will be able to hold your place in the queue without having to remain on the phone, when you reach number 1 the surgery recalls you to deal with your query. Our new systems have only been in place for a couple of months, and we are aware there will still be teething errors. These systems have been adopted in line with other GP Practices across the country with the aim of improving access for patients. I do hope this goes some way to addressing your concerns and that you bear with us while we embed and tweak our new systems, however if you would like to discuss this further, please could you contact the surgery on 01665 605 600 or nencicb-nor.amgcomplaints@nhs.net Kind Regards, Natasha Patient Liaison Coordinator
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Review titled Pharmacist
Rated 5 stars out of 5
by Anonymous - Posted on 01 October 2024
I was given an "invalid" prescription by a hospital which Boots were unable to dispense. As I needed the prescription urgently I tried and failed to resolve this with the hospital. I then used the Repeat Prescription line to contact the pharmacist. The pharmacist rang me back and this morning sent me a text to confirm the prescription is now at Boots. I am very grateful for the help. Thank you.
Visited October 2024
Alnwick Medical Group has not yet replied.
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Review titled Excellent patient care
Rated 5 stars out of 5
by Sue Gibson - Posted on 30 August 2024
My husband has cll ,he woke with a facial infection this morning we rang at 9.30 am we were seen at 11.30 am by the Dr and given anti biotics ,they have looked after my husband for 10 years and can't fault the treatment we've received from receptionist ,nurse to gp we can't thank them enough for all they do ,embleton staff are brilliant to
Visited August 2024
Alnwick Medical Group has not yet replied.
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Review titled Difficult to contact
Rated 2 stars out of 5
by Ray - Posted on 20 May 2024
Sat waiting at 8.00am. Could neither use econsult nor phone contact. econsult full at 8.00 when line opened at 8.00. Unable to get onto phone call list till 8.25 after 35 attempts from 8.00 - now 25th on call list queue. How is one at 77 years old suppose to contact and get a GP appointment? All information put out by practice states how easy it is to try to use different access points to be to able to see/speak to a medical professional. I wonder if any of these professionals have ever tried to see themselves recently without looking in the mirror. By the time you get down the call list you are either cut off or told to try again next day. Wonderful.
Visited May 2024
Alnwick Medical Group has not yet replied.
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Review titled Rapid response
Rated 3 stars out of 5
by Anonymous - Posted on 01 June 2024
Made an E-Consult in reference to an ongoing issue. Response to the E-Consult was within the time period indicated. Was offered an "immediate" direct consultation, despite timing being constricted (Nb. Last Hr's of typical working week). Was thoroughly examined, advice given and immediate arrangements for prescription made
Visited May 2024
Alnwick Medical Group has not yet replied.
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Review titled Face to face consultation
Rated 4 stars out of 5
by Jan Taylor - Posted on 21 April 2024
I recently had a face to face consultation with the physician associate student. I found her to be empathetic, patient and knowledgeable. She suggested and discussed a course of action with an agreed follow up plan.
Visited April 2024
Alnwick Medical Group has not yet replied.
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Review titled Very efficient care
Rated 4 stars out of 5
by Anonymous - Posted on 14 February 2024
Exceptional care recently from the practice - GP, District nurses and physiotherapists which kept my elderly father out of hospital and diagnosed/ treated successfully at home. It is great to experience a team working so effectively together and responding so quickly.
Visited February 2024
Alnwick Medical Group has not yet replied.
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Review titled No good
Rated 2 stars out of 5
by Steve. G - Posted on 23 January 2024
I tried for an hour this morning to get an appointment only to find when I finally got through that no are appointments left. The results come through from a liver scan yesterday showing I have stage 3 steatosis and stage 4 fibrosis/cirrhosis, which is all new to me and I am needing to be referred on to a consultant for further tests etc. if I can’t get an appointment to speak to a doctor it is just delaying everything. The scan report which the practice received has clearly not been looked at by a doctor
Visited January 2024
Review titled Alnwick Medical Group
Replied on 30 January 2024
Dear Steve, Thank you for your feedback, I am very sorry you are dissatisfied with the level of service you have received from Alnwick Medical Group. We understand that the telephone lines have been busy, and we appreciate how frustrating this is for our patients. I do apologise for the inconvenience caused with the long wait time. I am pleased to advise that we are currently looking into a new appointment system that will make access easier for our patients. I do hope that your concerns have now been addressed however if you would like to discuss this further, please could you contact the practice on 01665 656000 and our reception team can help advise. Kind regards, Danielle Graham, Patient Liaison, AMG
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Review titled Super Supportive
Rated 5 stars out of 5
by Sue - Posted on 22 November 2023
Met with one of the new cancer support team, was absolutely wonderful to be able to talk about everything I've been through this year, receive information about local groups that could be useful and even help booking an appointment with a GP. Such a wonderful experience!
Visited November 2023
Review titled Alnwick Medical Group
Replied on 30 January 2024
Dear Sue, Thank you for taking the time to leave us a review. We really appreciate your feedback and we are extremely glad you are happy with the service you have received! Kind regards, Danielle Graham, Patient Liaison, AMG
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Review titled Fantastic Service.
Rated 5 stars out of 5
by Stewart Easton - Posted on 20 November 2023
Phoned mid afternoon and was told the practice nurse would phone back. 10 min later nurse phoned and was Offered an appointment with the practice nurse for 5pm that day. Great service. Thanks.
Visited November 2023
Review titled Alnwick Medical Group
Replied on 30 January 2024
Dear Stewart, Thank you for taking the time to leave us a review. We really appreciate your feedback, and we are extremely glad you are happy with the service you have received! Kind regards, Danielle Graham, Patient Liaison, AMG