Newport Medical Group - Ratings and reviews
Reviews
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Review titled Shocking Service
Rated 1 star out of 5
by Colin Low - Posted on 07 August 2023
This practice is a joke. I have been trying to get an appointment for weeks and can't get an answer on the phone never mind book an appointment. After a lengthy wait to get to number one in the call queue, you still get left listening to a message "Our reception team are extremely busy and your call will be answered by the next available team member". After 10 minutes I gave up on a number of occasions. If you are thinking about joining this practice don't!
Visited July 2023
Review titled Newport Medical Group
Replied on 09 August 2023
Thank You for taking the time to give us feedback. Please do not hesitate to contact the surgery to discuss this matter further. Thank You Office Manager Newport Medical Group
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Review titled Great practice, genuinely caring staff
Rated 5 stars out of 5
by Marnie - Posted on 25 May 2023
I’ve had to use this practice far more times than I’d have liked to, we moved here & my health, my husbands health & childs health went south at once, & has been so complex, everything just started to go wrong! My 11yo son was diagnosed with IBD, I had a surgery that didn’t work out as well as I hoped it would & my husbands back declined when my son couldn’t walk due to another rare illness & had to carry him etc! But regardless of whether I’ve spoke with reception staff, nurses, support workers & doctors and every single one of them has helped our family tremendously! Despite it being complex & rare issues they helped us find ways to manage to get through life a lot better, a year ago I was so convinced I was gonna suffer severe nausea from the moment I woke up & went to bed for the rest of my life. I had lost hope but with a lot of trial & error im at least making some steps forward & managing small amounts of food. Being unable to eat much is no joke, especially if you’ve never had to deal with that before. It’s terrifying. Through my experience with my whole family, when things got serious - not one of us struggled to get an app the same day when it was needed. We all have consistently received great care & follow ups along with advise! All staff are a credit to Tayview & it’s clear they’re making improvements regardless of dealing with covid etc. well done to everyone here & doing their absolute best under tough conditions! Thank you so much!
Visited May 2023
Review titled Newport Medical Group
Replied on 31 May 2023
Thank you for your valuable feedback. We appreciate the time you took to share your feedback. Office Manager Newport Medical Group
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Review titled Lacking professionalism
Rated 3 stars out of 5
by Anonymous - Posted on 01 November 2022
I contacted the surgery on the evening of 31.10.22 for a repeat prescription, life depending drugs that are due every 28 days. The previous order was issued on the 4.10.22 (I usually place an order when there are just 4 days worth remaining- a small surplus) I was told by a male receptionist that it was not due. He made himself clear 3 times. Once challenged to do the maths he fell silent for at least 5 minutes, he didn’t put me on hold as I could hear him breathing and also heard his colleagues discussing other patient information. After 5 minutes he told me that the request had been made. He made no effort to apologise to me for his error or for the fact that he had caused me distress. It was totally unnecessary, this further justifies all other comments made about the surgery. If he had apologised to me and made me aware that he lacked training in this particular area, I would have been sympathetic towards him. It appears that staff are just not adequately trained in dealing with patient queries/services. You have to monitor your new staff and improve your services.
Visited October 2022
Review titled Newport Medical Group
Replied on 09 August 2023
Thank You for taking the time to give us feedback. Please do not hesitate to contact the surgery to discuss this matter further. Thank You Office Manager Newport Medical Group
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Review titled Waited all day!
Rated 2 stars out of 5
by Anonymous - Posted on 25 October 2022
Receptionists are not trained enough to read blood results over the phone, vital information and recommendations were not offered. The receptionists couldn’t read or make sense of the ranges and very reluctantly (after I had asked) arranged an telephone consultation with a nurse, for Monday 24th Oct (morning - she booked me into a specific time slot). The night before I received a text to say that Sadia would contact me between 9am - 6:30pm. This was most frustrating, as I had made plans for the day and didn’t expect to be waiting around for a phone call, other than what had been scheduled/agreed with the receptionist. I changed my plans and ensured that I had access to a private room so that I could discuss my very personal concerns without others hearing. I waited all day to hear from the nurse, closer to 6pm I thought the surgery may have called to apologise and to re-arrange, but absolutely nothing. To add insult, I received a text asking me to rate how the appointment went. I shouldn’t be the one chasing the surgery for appointments that NHS staff aren’t able to commit to, it falls on the service provider to arrange an alternative. Very disappointed in the lack of patient care & communication.
Visited October 2022
Review titled Newport Medical Group
Replied on 25 October 2022
Thank you for taking the time to send us your feedback. We value your comment, this is how we can improve as a GP practice. The reception staff are all quite new in their posts, most of them do not have the knowledge and confidence to communicate laboratory reports to patients safely. We plan to have regular in-house training in communication and other reception skills. Once again thank you, your comment is much appreciated. Office Manager Newport Medical Group
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Review titled Unprofessional service provider
Rated 1 star out of 5
by Anonymous - Posted on 07 July 2022
Unable to get appointments for another day despite GP’s website advertising this service. Never any on the day appointments despite calling at 8am - nothing available by the time the phone is answered. Totally unprofessional receptionists that never greet with a smile (especially those recruited in recents months/years) they genuinely look unhappy in their work environment. Lacking empathy or patient care. Not good at problem solving or offering alternative solutions, in desperate need of customer/patient service skills/training - clearly not taken seriously by management! Always 7th in the telephone queue no matter what time of the day you call, or line gets disconnected regularly for reaching maximum capacity, not helpful when you have an illness or sick children to attend to. Nothing available online (appointments)for weeks if not months. Too many patients on the books and not enough resources. No online health concerns form available via GP website despite being promoted by the NHS website, patients should be able to reach the surgery with their non emergency symptoms, especially if the phones aren’t answered in a timely manner & no appointments available for weeks. Avoid offering face to face consultations with GP, patients mainly offered telephone calls with nurses. Take it or leave it attitude. No festive decorations around Christmas, doesn’t give an inclusive feel, cost cutting at its greatest.
Visited June 2022
Review titled Newport Medical Group
Replied on 07 July 2022
Thank you for taking the time to write this feedback. I am sorry that you are finding it hard to book an appointment at the practice. We offer appointments Mon - Fri to all 3 sites including Saturdays at Stoney Lane branch. We also offer extended access appointments which start from 6.30pm till 8pm Mon – Fri at Stoney Lane Site all information is available on our website. All reception staff have undergone mandatory trainings and they are always supervised under senior management. We offer online contact on our website for non-urgent enquires please visit our website for more information. Once you completed the online form one of the health navigators will be in touch with you. If you wish to discuss this further, please do not hesitate to contact me. Thank You Office Manager Newport Medical Group