Northgate Surgery - Ratings and reviews
Reviews
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Review titled Arrogance and incompetence at every stage
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
You can't 'sign up' for this place - it's an insolent 'we'll let you know in four to six weeks'. And given a form that could be completed in about five minutes. Then trying to arrange an operation via my optician - twice told 'We haven't received that' - so get lost. I have confidence in my optician - but not in these incompetents.
Visited November 2023
Review titled Northgate Surgery
Replied on 04 December 2023
I am sorry to read your comments. It is difficult to help you without any further detail. If you have not already done so, please contact the surgery so we can look into this further for you. If you are already in contact with us, rest assured we will be doing everything to resolve your issues. We do receive many letters of thanks from patients about our service and we always try to address problems when we know about them. Rebecca Clegg - Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 22 March 2023
I have been registered with the surgery for nearly 5 years and never had any issues. I always use an online form to contact the surgery for myself and a family. My daughter gets seen on a same day usually. Great service and staff.
Visited March 2023
Review titled Northgate Surgery
Replied on 23 March 2023
Thank you so much for your lovely comments about the service you have received at Northgate Surgery We will pass your comments on to the rest of the team. Charlotte Barter - Deputy Practice Manager
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Review titled Extremely Helpful and Efficient
Rated 5 stars out of 5
by Miss Reynolds - Posted on 17 March 2023
I registered at this practice recently and have nothing but praise for this surgery. Lovely reception staff who have been very helpful explaining the registration process & how to access the online services. I had my first appt with a gp today who was v understanding about a chronic condition I have. The gp offered advice & sent me helpful info links about various coping techniques & blood tests were arranged & an appt for bloods was arranged v quickly. Very helpful, efficient and very friendly staff. Thank you so much for making me feel welcome and feeling like I am being listened to, I really appreciate it
Visited March 2023
Review titled Northgate Surgery
Replied on 22 March 2023
Dear Miss Reynolds Thank you for your kind words about Northgate Surgery. I will pass your comments on to the rest of the team. We are pleased you have had such a positive experience and appreciate your feedback. Charlotte Barter - Deputy Practice Manager
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Review titled Sincere thanks
Rated 5 stars out of 5
by Anonymous - Posted on 04 January 2023
Have recently had a family bereavement. This surgery could not have been more supportive both to my late relative before she passed away and to me in coping with my grief. Everyone from the receptionists to the GPs have been wonderful and I just want to pass on my sincere thanks for all the help i have received at this difficult time.
Visited January 2023
Review titled Northgate Surgery
Replied on 15 February 2023
Dear Patient Thank you for your kind words about the team at Northgate Surgery. I will pass these on. We wish you all the best at this difficult time. Rebecca Clegg - Practice Manager
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Review titled Terrible service lately
Rated 3 stars out of 5
by Anonymous - Posted on 08 February 2023
Next to impossible to get an appointment unless you ring on a day when you have time to wait in all day just in case they can see you. Otherwise you have to book an appointment 3-4 weeks in advance. Follow up for results is only done when you ring and ask you have to chase it yourself or you'll never know if they have results back or not. Closes down cases if test results come back clear with no follow up investigations to find the cause of the issue. Notes taken in appointments by doctors inaccurate. Won't respond to e mail complaints. Are only willing to discuss on the phone but getting through on the phone is next to impossible. Some services are good but generally a stressful experience.
Visited December 2022
Review titled Northgate Surgery
Replied on 15 February 2023
Dear Patient Thank you for your feedback. I am sorry to hear that you are unhappy with the service you have received recently. If you have not already done so, please contact the surgery so we can look into this further for you. If you are already in contact with us, rest assured we will be doing everything to resolve your issues. Rebecca Clegg - Practice Manager
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Review titled Hostile Policies
Rated 1 star out of 5
by Anonymous - Posted on 30 September 2022
Requested a letter from the doctor to help with a benefits claim. Patient summaries/print-outs don't help with these types of situations. My previous surgery had more patients and fewer staff and didn't charge patients for letters. The surgery charges an obscene £25 for a simple paragraph of text. The surgery says that they have to charge because it's not NHS work and 'practice policy'. They didn't discuss costs before agreeing to it. Now the letter is written and the time and effort has been spent, but they won't provide it unless I pay their surprise charge. Essentially, their time and effort has gone to waste. As someone who is unemployed because of my disability, I cannot afford such exorbitant fees.
Visited September 2022
Review titled Northgate Surgery
Replied on 11 October 2022
Dear Patient Thank you for your feedback. I am sorry to hear you are unhappy with the service you have received at the Practice. Some services provided are not covered under our contract with the NHS. The Practice does not have to carry out non-NHS work, but we do for the benefit of our patients. However, this non-NHS work does attract charges and a six-week timeframe to complete this work. These charges are based on the British Medical Association (BMA) suggested scales. We always try to advise patients of the charge when they make the request and we do offer alternative options that are free (copy of medical records or a patient summary print out). I am sorry you feel that we do not advise you of the fee upfront. If you have not already, please contact the Practice and I will be happy to discuss your complaint further and hopefully resolve your concerns. Thanks Rebecca Clegg - Practice Manager
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Review titled Inaccessible Appointments
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2022
I’ve been with this practice for only two weeks and I’m already extremely unhappy. The online booking system doesn’t allow to book a GP appointment. Which makes me question why it’s enabled at all. I informed the practice that I cannot speak on the phone because of my condition. They told me I had to use the Engage system to book appointments. The Engage system doesn’t work, as the appointment option redirects to the online booking website … which cannot be used to make GP appointments. If this sounds like a convoluted mess of different systems, it’s because it is. I contacted the surgery about this via email. Their ‘solution’ was for me to venture out for over 40 minutes in 32 degree weather to book in person. And they want me to do so for every single appointment. I’ve exchanged 8 emails with the practice, and nobody has had the insight to offer an appointment over email instead. They said they cannot do this. My old GP, which had fewer resources was able to book my appointments over email every time, so there’s no reason for them not to. Ultimately, this means that I’m unable to make any bookings because they won’t make a very reasonable accommodation.
Visited August 2022
Review titled Northgate Surgery
Replied on 14 September 2022
Dear Patient Thank you for your feedback. I am sorry to hear you have been unhappy with the service you have received at the Practice. We have a several options available for patients in order to book appointments: - Patients or their advocate can contact the Practice by phone or by coming into the Practice to speak to one of our Receptionists. We are open Monday, Tuesday and Friday 8am until 6.30pm and Wednesday and Thursday 7am until 6.30pm. - Engage consult is an online consultation system where patients can contact us any time of the day through this system and we will respond within the working hours set on the system. - We have a range of Nurse, Pharmacist and Health Care Assistant appointments available to book through SystmOne online and we are working towards making GP appointments available in due course too. If you have not already, please contact the Practice and I will be happy to discuss your complaint further and hopefully resolve your concerns. Thanks Rebecca Clegg - Practice Manager
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Review titled Gastroscopy
Rated 5 stars out of 5
by Anonymous - Posted on 08 April 2022
I was referred here to receive a gastroscopy on the NHS. I am not registered with this practice but it seems like it's a well run surgery. The staff who enabled my gastroscopy (Living Care) were second to none - professional, caring and efficient. The nurse who assessed me and 'checked me in' was lovely, as were the doctor and nurses in the procedure room. I would have no hesitation in recommending this surgery for anyone undergoing this procedure - you will be well looked after.
Visited April 2022
Review titled Northgate Surgery
Replied on 11 April 2022
Thank you very much for your kind comments. I understand you attended for a clinic which is not run by Northgate Staff. However, I have passed your comments on to the team who looked after you and although you are not our patient, any clinics run on our premises do reflect on the Practice, therefore it is welcoming to hear you received caring and professional treatment. Rebecca Clegg, Practice Manager