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 Terrible system in place
Rated 1 star out of 5
by Carla Clark - Posted on 02 August 2023
It is impossible to get to talk to anyone! You have 10 minuets in the morning to try and get an appointment but if you try any later than 0810 then you have no chance! I was told that my test results are not urgent so I will have to wait 5 weeks to get a phone call about them. I was talked to very rudely and as if I was waisting there time. Hate this place and it really is a let down on the NHS
Visited July 2023
Review titled Alnwick Medical Group
Replied on 21 August 2023
Dear Carla, Thank you for your feedback. I am very sorry that the experience you received fell below that expected. Unfortunately, we have been experiencing long wait times on our telephone lines recently due to high demand and we are looking into new telephone and booking systems that will hopefully reduce the wait time and ultimately the 8am rush for our patients to get in contact. As you can appreciate, we can only offer pre-bookable appointments within our available resources and will always priorities those cases which appear more urgent. You were offered an appointment with a two week wait or the option to call us the following morning and receive a call back that day to discuss your results. I am sorry that the wait for a pre-bookable appointment was unacceptable and as I mentioned, we hope that we can see some changes in the access to appointments in the future. I am also sorry you feel you were spoken to rudely, this is of course, not the level of care we strive for and I apologise you felt this way. You have left a separate review regarding this in which you said the staff were fine when you spoke to them, however, I would be happy to investigate this further for you. I have tried to contact you to discuss your concerns and I have left you my contact details, if you would like to discuss your review in more detail, please do not hesitate to contact me. I would be happy to help. Thank you Danielle Graham, Patient Liaison
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Review titled Great service
Rated 5 stars out of 5
by Morrison Tate - Posted on 30 July 2023
I have six monthly reviews and always receive prompt reminders when they are due. The nurse that carried out my last check up was very efficient, personable, caring and professional and I would like to offer my thanks to her and to the others at the practice for the excellent care that I receive and have received over the years. On this particular occasion one of the results meant that another test was required and I received an immediate text of reassurance, the 2nd test two weeks after the first showed that there was nothing to be concerned about and I was told promptly of this result which out my mind at rest. Great service.
Visited June 2023
Review titled Alnwick Medical Group
Replied on 21 August 2023
Dear Mr Tate, Thank you for your lovely feedback. We appreciate you taking the time to leave such nice comments and I will be happy to pass this feedback onto the nurse that carried out your check up. Thank you, Danielle Graham, Patient Liaison
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Review titled Timely response to phone call and good result.
Rated 5 stars out of 5
by Gary Holman - Posted on 23 May 2023
Awoke with painful lump on neck yesterday. Went to NHS dentist who checked lump then recommended doctor. Phoned Alnwick Medical Group 0800 this morning and have appointment at 1050. Timely responses from dentist and doctors.
Visited May 2023
Review titled Alnwick Medical Group
Replied on 21 August 2023
Dear Mr Holman, We appreciate you taking the time to leave us your feedback! We do hope your appointment went well and you are feeling much better. Thank you! Kind regards, Danielle Graham, Patient Liaison
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Review titled Website Causes delays to treatment & Not fit for purpose.
Rated 1 star out of 5
by Hilda Watson - Posted on 09 February 2023
13:00 hrs 9/2/2023 The website home page opens with a popup saying "contact your practice online" The link goes to a banner saying "Your practice isn't currently available.." The home page offers a menu item 'Appointments' - subtitle 'Find out how to order or renew a prescription' (What??) The Link goes to the contacts page saying that you may 'submit an consult between 9:00 am and 5:00 pm Monday to Friday. Something, somewhere is lying to the users. The website is very clear about being an econsult practice. and is clear about being open for submission between 09:00 and 17:00 . There are, seemingly, no appointments, phone calls are given a recorded message saying dial 111. With the best will in the world, the 111 operators have no access to patient notes (I understand) it is unrealistic to expect them to do anything constructive with regard to any treatment in progress without such information, and their only recourse is to 999 and an ambulance. In a rural area such as Norhumberland, this is both impractical and resource hungry. I submit that this GP practice is failing, and the management and customer interface are no longer fit for purpose. The benefit of emails/econsult is that they queue and can therefore be accepted 24/7. Advertising this facility as being available when it is not would be contrary to Advertising Standards and attract a fine at least. Perhaps if the doctors owning the partnership were personally fined for lapses in service they would improve the service. The practice is failing, at the most fundamental level of patient communication, and should be put into the 'special needs' category, as for schools.
Visited February 2023
Alnwick Medical Group has not yet replied.
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Review titled Restricted econsult capability
Rated 2 stars out of 5
by Jonathan H - Posted on 08 March 2023
The consulting system is flawed. Attempting to book an appointment has been turned into a daily dial-up lottery. We have attempted many times to make an appointment for a phone-in beginning precisely at 08:00 hrs but continually get engaged dial tones and messages stating that appointment system no longer open today. And so we have to repeat the lottery again whilst a painful condition continues. Even the golfing booking systems in use are far superior to this econsult system, in that they enable you to book whenever there is a slot available. Why cannot reception take a future booking and enter those into the calendar? This lack of flexibility makes you wonder how efficient or available the resources are and the number of doctors that are actually working in this clinic on a daily basis. F The current response (lack of) we have been getting does inevitably point towards insufficient and ineffective use of technology and personnel resources. It shouldn't be the case of appointments by a daily telephone lottery in order to book an appointment for speaking to a doctor over the phone. This must improve.
Visited February 2023
Alnwick Medical Group has not yet replied.