Valens Medical Partnership
Morpeth Surgery, Wellway, Morpeth, NE61 1BJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled cannot get in touch with them
Rated 2 stars out of 5
by Anonymous - Posted on 04 November 2022
No body ever picks up the phone. I couldn't get through so I used the on line system to try and get a telephone consultation. It told me to ring the surgery. What is the point of this, they have a self help tick box but if you want to speak to them for something else it won't let you.
Visited October 2022
Review titled Valens Medical Partnership
Replied on 30 July 2023
Dear patient Thank you for taking the time to raise your concerns. We are always sorry to hear when things go wrong for patients, and we strive to make our service better. Your feedback will be passed to staff. Please be assured that improving access for patients is a priority for the practice, and we are actively focused on this. We have implemented changes since your review, to improve access, which include:- • Increased the number of staff in the role • Dedicated additional resource in the peak hour of 0800 – 0900 (this doubles the amount of people on calls to average 20 people taking calls) • Introduced new shift patterns to better suit demand profile • Pulled other departments onto Reception when wait times are too long We are also looking to introduce a new system which will include a call back facility and new online service. If you would like to discuss your concerns please call or email our complaints department on 01670 844311/ nencicb-nor.valenscomplaints@nhs.net, and a member of our team will get back to you. Once again, I am sorry to hear about your bad experience. Kind regards N Longman HR & Executive Assistant
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Review titled Long delay in getting through by phone
Rated 1 star out of 5
by Dr. Terence Scaife - Posted on 08 October 2022
In took 47mins for the phone to be answered on the 6th Oct 2022. This problem continues since the new system was put in place despite promises that it would be resolved. What is the cause of the problem? When will it be resolved?
Visited October 2022
Valens Medical Partnership has not yet replied.
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Review titled Accountancy practice
Rated 2 stars out of 5
by Anonymous - Posted on 12 March 2023
It really is a lottery as to the level of service you get from this practice. There are 3 or 4 really professional gp's here when or if you eventually get to see one. As the bean counters at Valens take over more and more surgeries so the service suffers as they rotate a completely inadequate number of gp's around more and more surgeries. It would appear that they are motivated by the retainer money rather than patient care. I would also strongly suggest that a senior gp wearing 2 hats does little to secure patient confidence in the ratings stystem. I wish there was an alternative!
Visited July 2022
Valens Medical Partnership has not yet replied.
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Review titled Inaccessible
Rated 2 stars out of 5
by Anonymous - Posted on 12 July 2022
Never had an issue with the practice until they were taken over by Valens. Impossible to get through by phone to make an appointment, on hold for over 30 minutes each time. Have tried to get through for 2 days to book an urgent appointment. Should not have to attend urgent care centres for matters that can be dealt with by a Nurse or GP at the surgery
Visited July 2022
Review titled Valens Medical Partnership
Replied on 30 July 2023
Dear Patient Thank you for taking the time to raise your concerns. We are always sorry to hear when things go wrong for patients, and we strive to make our service better. Your feedback will be passed to staff. When Lintonville, Brockwell & Wellway merged, we renamed the new group Valens, and we have always tried to maintain the family practice ethic so disappointed to hear that you feel the merging of the practices has adversely effected the performance. The merge has allowed us to offer a wider range of clinical roles to ensure patient care is always at the forefront of everything that we do, whilst demand has risen sharply since Covid. Nevertheless we are conscious that patient access has been a real challenge for us over. Patient access continues to be a priority for Valens and some of the changes implemented include:- • Increased the number of staff in the role • Dedicated additional resource in the peak hour of 0800 – 0900 (this doubles the amount of people on calls to average 20 people taking calls) • Introduced new shift patterns to better suit demand profile • Pulled other departments onto Reception when wait times are too long • Increased the number of pre-bookable appointments • Introduced new clinical roles to ensure more slots are available on first call from patient We are also looking to introduce a new system which will include a call back facility. If you would like to discuss your concerns please call or email our complaints department on 01670 844311/ nencicb-nor.valenscomplaints@nhs.net, and a member of our team will get back to you. Once again, I am sorry to hear about your bad experience. Kind regards N Longman HR & Executive Assistant