Coquet Medical Group
Amble Health Centre, Percy Drive, Amble, Morpeth, NE65 0HDContact details and opening times
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Reviews
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Review titled Can't get through on phone!
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2023
Again and again, I call the doctors to either book an appointment or order my repeat prescription and get cut off... No appointments are available, and the staff are rude, unhelpful and talkback with attitude. If you are located in Broomhill - don't bother trying to call. Now there is a queue at 8 am - never in my life have I seen this before.
Visited January 2023
Review titled Coquet Medical Group
Replied on 26 October 2023
Dear Patient Thank you for taking the time to provide feedback on our Practice. My sincerest apologies that you did not have a positive outcome when contacting the Practice on that occasions. Please note that we had a lot of feedback with regards to our telephone system earlier in the year and we have made changes to rectify these problems. We have also passed feedback to our Reception Team and completed training sessions with the Team. We would like to reassure you that Coquet Medical Group is committed to providing the highest possible standards of care to all of our patients. We are always reviewing and improving things following feedback from patients. Hopefully you have seen an improvement in the service since you left this feedback. Kind regards Mrs Rebecca Curtis Acting Practice Manager
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Review titled Thoughtless
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
Impossible to get your needs or requests listened to or acted on. This used to be an amazing practice. Staff are curt, Clinicians not interested if you have more than one symptom. Appointments only available at 8am or if you can an appointment its at least 2-3 weeks away.
Visited January 2023
Review titled Coquet Medical Group
Replied on 26 October 2023
Dear Patient Thank you for taking the time to write this feedback. My sincerest apologies that you found it difficult to access our surgery earlier in the year. I also apologies that the practice has been delayed in responding to your feedback. Since earlier in the year i would like to assure you that the Practice has changed our appointments system and reviewed our telephone system. We have also invested time in Care Navigation staff training and Digital Champion training for our Reception Team. Due to clinical staff planned and unplanned leave our appointment times have been slightly longer than expected but we have additional locum GPs booked for the coming months. We also have a lot of additional staff attached to the practice to help see our patients such as physiotherapists, mental health workers and pharmacists. We have been liaising with out local Pharmacy teams and are able to signpost patients via direct referral to local pharmacies for conditions they can help our patients with. We continue to review and communicate changes to our patients. Kind regards Rebecca Curtis Acting Practice Manager
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Review titled Cant contact the surgery
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2023
Once again, I have been trying to contact the surgury to order my repeat prescription with no success. I have tried calling, but as soon as I get to number 3 in the queue (after waiting 55 minutes), I get conveniently cut off and have to go through the whole process again with exactly the same issue happening again. I have even gone to the surgery to try and get his ordered but always seem to get a staff member who is not empathic and one who does not want to help. This practice (Broomhill) should be ashamed of themselves the way they treat patients and on the continually waiting time on the phones. Yes, ita a staff issue, and yes, it's Covid; how many more times are these excuses going to give to patients?
Visited January 2023
Review titled Coquet Medical Group
Replied on 26 October 2023
Dear Patient Thank you for taking the time to leave your feedback. My sincerest apologies in the delay in response. We would like to reassure you that Coquet Medical Group is committed to providing the highest possible standards of care to all of our patients. We do, however, appreciate that unfortunately at times things can go wrong and recognise that feedback provide's a unique opportunity for us to view our services from the patient’s perspective. We have made significant changes to our telephone system and appointment systems since you left your feedback so i hope you have had more positive experiences since you left your comments. Kind Regards Mrs Rebecca Curtis Acting Practice Manager
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Review titled Phone lines
Rated 2 stars out of 5
by Paul McDonough - Posted on 27 January 2023
Once again terrible service. Called this morning at 08:00 was 19th in the queue, by twenty past eight, I was number 2 in the queue which is fine but then phone continued to ring non stop until 09:00 by which time I had driven from Amble to the Broomhill surgery( phone still ringing) where I was given a totally unacceptable reason for this happening by your receptionist. She said that there was for people in the back answering calls, this was clearly not so as my phone was still ringing while I was at the desk. I had to come away with no face to face appointment or phone call appointment given. As the receptionist said that they were know at full capacity at 09:10 yet behind me in the reception area there was not one single person waiting to be seen. One man who had turned up at 09:00 whilst I was there, was told that his appointment was not until 09:40 so he’ll was told he may have to wait the 40 minutes, yet after sitting for not 5 minutes he was buzzed in to see the doctor yet I couldn’t even get a phone call appointment. There is something seriously wrong here and it starts with the phone system it is not working!!!!!!
Visited January 2023
Review titled Coquet Medical Group
Replied on 26 October 2023
Dear Mr McDonogh Thank you for taking the time to leave your feedback. My name is Rebecca Curtis and i am the current Acting Practice Manager at the Practice. I apologise for the length of time it has taken to respond. Please note that since January we have made some significant changes to our telephone system and our appointments system. We have been working with our telephone company and practice staff to make these improvements and we are constantly reviewing our systems to ensure the best experience and service for our patients. Kind regards Rebecca Curtis Acting Practice Manager
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Review titled Rude and disrespectful staff
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
I tried to get through the to the surgery 5 times on the same day and once through the receptionist cut me off? When I called them again, the same thing happened. So I tried again and this time after an hour and a half of calling spoke with the receptionist and asked if they had issues with the phone system and before I could say anything she responded with arrogance and in anger to my question and hung up? What is going on at the surgery in Hadston, if I could change doctors I would without hesitation. Terrible service
Visited December 2022
Review titled Coquet Medical Group
Replied on 26 October 2023
Dear Patient Thank you for taking the time to provide feedback on our Practice. My sincerest apologies that we have not responded to you sooner. Since Janaury we have completed audits on our telephone system and been working closely with our Practice staff and our Telephony Company to make significant improvements to our systems. On some occasions due to staffing levels you may still experience higher the average waiting times but we are monitoring our staffing levels closely to prevent this happening. Kind regards. Mrs Rebecca Curtis Acting Practice Manager
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Review titled A Long Wait to order a prescription
Rated 2 stars out of 5
by Audrey - Posted on 07 December 2022
This morning I tried ringing the dedicated prescription line to reorder some medication. I had been unable to use the online method as an assessment needed to be made. On getting through I was initially caller number 15. After about 10 minutes I was caller 11. 20 minutes later I was still number 11. My husband rang the main surgery number and got straight through. He asked if there was a problem with the prescription line and was told no that it was just very busy. When he asked why a caller should be taking so long the receptionist said that it may be a patient with complex needs or possibly a care home. The receptionist did eventually agree to put the prescription request through and also said that a review was not actually required. This conversation lasted another 10 minutes and on my phone I was still number 11 in the queue. Whilst I appreciate you are very busy waiting times on the phone are unacceptable both in time and cost of the call.
Visited December 2022
Review titled Coquet Medical Group
Replied on 15 December 2022
Hi Audrey We apologise for your extended waiting period on our prescription line. We are currently training 4 new reception staff and it is causing a slightly longer wait than usual. Did you know there are alternative ways to order your medication such as using our systmone online or the NHS App. Please speak to one of our Reception Team if you wish to exp[lore this option. You may also be eligible for repeat dispensing where up to 12 months of medications can be ordered and sent to the chemist for you to collect each month. You can contact the Practice and ask to speak to our Medicines Manager is you wish to explore this option. Team CMG
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Review titled Very Disappointed
Rated 1 star out of 5
by Jodie - Posted on 14 December 2022
Called this morning dead on 8am, 29th in the queue with a hold time of 50 minutes only to be told no appointments available unless it is a medical emergency. Asked if I could call back at 12 noon to be told no. The surgery is happy to accept/register new patients on there system yet it can't deal with the current patients its has. Very appalled, happening time and time again not only for myself but for other people within the community. They have taken on extra receptionists for the calls but it actually hasn't brought the wait time down it has now increased.
Visited December 2022
Review titled Coquet Medical Group
Replied on 15 December 2022
Dear Jodie Thank you for your feedback on our Service. Unfortunately this week we are very short staffed clinically due to sickness therefore our appointment capacity has been significantly reduced. We do understand that it is frustrating for patients when you are waiting for extended periods on our telephone lines. As you have mentioned we have recently recruited new reception staff who are currently in their induction period which is still causing some delays in the telephone answering but this should continue to improve. 8:00am is the busiest times on our telephone lines and our Reception Team are answering over 100 calls within our first 30 minutes of opening. Although we continue to register patients we have not seen a large increase in the number of our registered patients which remains just less then 12,000 - a similar number from this time last year. We have recruited an additional GP and ANP who will start in the new year and we have a GP returning from maternity leave in April 2023 which will see our appointment capacity increase to help with appointment demand. I will of course pass your feedback on to our Reception Manager who monitors our telephone wait times and reception training. Thank you again for taking the time to leave feedback for the Team. Rebecca Curtis Assistant Practice Manager
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Review titled Long waiting time to order prescription
Rated 2 stars out of 5
by Phill Armstrong - Posted on 28 October 2022
After waiting 1 hour and 20 minutes I eventually got through to the prescription line. I have requested my repeat prescription be renewed for the last 2 months and was assured it would be but it hasn’t. Am I going to have to wait another hour plus next month to order again. You seriously need to improve your service Coquet medical group
Visited October 2022
Review titled Coquet Medical Group
Replied on 15 December 2022
Dear Phill We apologise for any delay and inconvenience caused to you. We have recruited and are training new Reception staff to help with the waiting times on our telephone lines. Did you know that there are alternative ways to order your repeat medications? - Online Access - SystmOne Online (please speak to a member of our reception team to sign you up) or you can download the NHS App. - We have prescription drop boxes in the foyers at both Health centres. - Repeat Dispensing - You may be eligible for repeat dispensing where up to 12 months of your medications can be issued to the chemist of your choice - Please contact the practice and speak to our Medicines Manager to check your eligibility. You hope that our trained receptionists will make a big difference to our call waiting times once they are fully trained. We thank you for your feedback. Rebecca Curtis Assistant Practice Manager