Brockwell Medical Group
Unit 2, Northumbria Health & Care Academy, Northumbria Way, Cramlington, NE23 6NZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled New app system is terrible.
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
The new anima system that this practice uses is appalling. I find it very difficult to get a response and patient requests for a particular practitioner are not recognised. The system has taken over 48 hours to respond to my medical needs and it has been impossible to see the same practitioner with my ongoing problem. I have had to restart the triage multiple times for the same issue when a plan has been put in place. I have been promised multiple call backs that have not occurred. I have a long standing condition which is well documented within my notes however with the new system I am referred to a new practitioner each time I need ongoing treatment and therefore start the triage process again and have to attend the practice for more appointments when it is not required. The app crashes frequently and it is no longer patient centred. There are less secretarial staff within the practice and therefore a referral that should have been sent over 8 days ago is still sitting in an inbox waiting to be process d. Until this app was introduced, I had no problems and could only say positive things about this service and the practitioners. Now I am planning to leave the practice and finding another that values their patients and is more appropriately accessible.
Visited April 2024
Brockwell Medical Group has not yet replied.
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Review titled Apalling
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2024
Having been unhappy with Brockwell for a while today just topped it.I rang last Thursday for a call back and today I got a text saying I would get a call on the 25th. That is 2 weeks. Totally unacceptable. Trying to get through on the phone is hopeless and the new online system just doesn't work. I have been with this practice for nearly 50 years but no more. I am moving to another practice as are many other people. Do you not get it that something is wrong. Just read your reviews. Brockwell must be the worst in the area. Never hear a good word about them. It's time you listened to your patients. We are all sick of the bad service which is why so many of us are voting with our feet.
Visited April 2024
Brockwell Medical Group has not yet replied.
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Review titled Unhelpful
Rated 1 star out of 5
by Sam - Posted on 26 March 2024
Rang the surgery, on hold for 45 minutes, no response then cut off. Used the online system to try to get an appointment but when the doctor did ring back, "no appointment was needed". My son had had a bad cough for 5 weeks which in the last few days had been getting significantly worse and preventing sleep. Took him to the pharmacy and was told he likely had a chest infection. The pharmacist asked if she could ring on my behalf. She rang back to tell me she had been on hold for an hour but managed to get an appointment. Sure enough it was a chest infection. This surgery are shocking, unempathetic and unprofessional. The pharmacist and the other hand could not have been more helpful.
Visited March 2024
Brockwell Medical Group has not yet replied.
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Review titled Totally unsatisfactory
Rated 1 star out of 5
by Jennifer Thompson - Posted on 14 March 2024
Was sent a reminder of an appointment I didn’t know I had, did not want to cancel in case it was important. Phoned surgery to enquire and have been hanging on for over an hour up to now. I will just hang up and not turn up for the appointment as it is early and I have children to get to school as I am a carer
Visited March 2024
Brockwell Medical Group has not yet replied.
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Review titled Attempting to get a appointment
Rated 1 star out of 5
by Anonymous - Posted on 06 February 2024
Can't seem to get a appointment with my gp or anyone in that matter, been on phone 45mins no luck, visited lintonville surgery stood in a line of about 20 people to be told I had to do it online, done a online form 24hours later still waiting for a reply to just to get medication. Never known lintonville to be so bad in the 30yrs I have been a patient
Visited February 2024
Brockwell Medical Group has not yet replied.
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Review titled Absolutely appalling
Rated 1 star out of 5
by Mike - Posted on 13 March 2024
I have been waiting for 55 minutes for someone to answer the phone to ask a simple question of the Brockwell surgery, a question that can not be asked via their supposed 'very easy' online system, so instead I had to call and their menu system does everything it can to offload you and explains that the phone is now only for it's vulnerable patients, who exactly determines this ? I can't believe that anyone would wait this length of time if they needed to speak with a GP so what on earth is going on ? I've heard that you don't even get through to the surgery, so is it a call centre with patients from 4 or 5 surgeries feeding in to it ? If so how is it staffed ? And who is responsible for this atrocious service, because they obviously do not care !
Visited February 2024
Brockwell Medical Group has not yet replied.
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Review titled Not at all now never speak to gp from brockwell
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2024
Spoke to Dr today not from brockwell don't feel he understood what we was talking about whereas Dr who is from brockwell would understand the circumstances. Feel totally failed
Visited January 2024
Brockwell Medical Group has not yet replied.
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 15 September 2023
Phoned 111 to get advice as when you phone the practise your kept waiting indefinatly on the phone. 111 told me that Brockwell will call me at 13.20 give or take an hour. At 15.20 still no call. Tried phoning surgery but gave up after 10mins ringing. Very poor service ....will be changing my doctors
Visited September 2023
Brockwell Medical Group has not yet replied.
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2023
I have been a patient at this practice my entire life but since becoming part of the Valens group, service, accessibility and patient consideration has deteriorated to such an extent that I have joined another surgery. Attempting to book an appointment is infuriatingly difficult and the website is difficult to negotiate. When trying to book in for an issue that would clearly require a face to face appointment, I was only offered a telephone consultation where the doctor would then decide whether I needed to come in - absolute waste of everyone's time. I must make clear that the receptionists were very pleasant and in no way at fault but it should not be so difficult to make an appointment to see a health professional.
Visited July 2023
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Patient 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 the last 12 months…… Telephone triage is used to allow patients to be prioritised and directed to the most appropriate member of the clinical team. We are looking to introduce a new system which will be easier for patients to navigate on line. Once again, I am sorry to hear about your bad experience. Please be assured that improving access for patients is a priority for the practice, and we are actively focused on this and will continue to do so. 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. Kind regards N Longman HR & Executive Assistant
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Review titled Going downhill
Rated 1 star out of 5
by Ian Woodley - Posted on 27 June 2023
Just received notification that a call back from a GP will be in two weeks. When Brockwell was Brockwell a call back was generally the same day.
Visited June 2023
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Mr Woodley 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. 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 the last 12 months…… Once again, I am sorry to hear about your bad experience. Please be assured that improving access for patients is a priority for the practice, and we are actively focused on this and will continue to do so. 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. Kind regards N Longman HR & Executive Assistant