Ponteland Medical Group
Meadowfield, Ponteland, Newcastle Upon Tyne, Tyne and Wear, NE20 9SDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled No Privacy
Rated 3 stars out of 5
by Anonymous - Posted on 15 April 2025
The reception desk is in the waiting room so there is absolutely no privacy at all which can be very embarrassing if you have to talk about anything very personal.
Visited March 2025
Review titled Ponteland Medical Group
Replied on 27 April 2025
Thank you for sharing your feedback. We understand the importance of confidentiality, and we want to ensure you feel comfortable during your visit. If needed, we offer the option to speak with a member of our administrative team in a private area, where your concerns can be addressed discreetly. Additionally, if you're able to access our digital services, this can provide an alternative to discussing matters in person at the front reception, helping to avoid any embarrassment. Please don’t hesitate to reach out if you have any further questions or need assistance. We're here to support you in any way we can. Best regards, Nicola Rice, Practice lead
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Review titled The Curse of Anima
Rated 2 stars out of 5
by Anonymous - Posted on 16 November 2024
When telephoning for an appointment you are told to make contact via "Anima" this is a web based questionnaire which may take "several days" to respond. My enquiry was about a suspected infection. My Anima response came the next day with the advice that I contact my pharmacy. I have mobility issues so need someone to take me there or use a taxi. I assumed my pharmacy would have received a message from the GP about my issue. Wrong. The pharmacist said I would need to go back to the GP because they could not issue the medication without a prescription. I telephoned the GP practice and explained and was told I'd need to complete another Anima. I protested and eventually the receptionist posted an Anima on my behalf. She didn't actually speak to a Doctor - just posted another Anima. Anima responded to me directly 2 days later with an appointment to see a GP the next day. There were endless complaints in the waiting room about Anima, obviously not listened to - Anima continues. When you have the basic courtesy of actually speaking to someone, anyone, at the practice, they are perfectly nice but what a shambles the system is.
Visited November 2024
Review titled Ponteland Medical Group
Replied on 05 December 2024
Dear Patient, Thank you for your feedback. My name is Nicola, I am the Practice lead at Ponteland Medical Group. Your feedback is important to us so we are able to learn and improve our services. I'm sorry to hear you have had a negative experience with Anima on this occasion. Anima has been helpful to enable us to provide the most appropriate appointment for patients depending on a patients request. The GP will triage all medical queries submitted via Anima in order to advise the most appropriate appointment/ signpost based on the information provided. A receptionist will submit an Anima on behalf of a patient or encourage a patient to submit their own Anima request. This enables us to distinguish those that need more urgent treatment as apposed to those who need a routine appointment. Again, all non urgent medical requests are triaged via clinician and we aim to respond within 2 working days. In the first instance if your request meets the criteria for a Pharmacy appointment, we can make this referral for you based on the information provided. I am sorry that in your case this meant you had to return back to the surgery as the pharmacist was unable to prescribe the medication you needed. I can confirm that you should of received a message following this referral from the practice. Again, I am very sorry you didn’t receive any contact. The Pharmacy would usually get in touch with us to let us know if a referral was inappropriate so we could make alternative arrangements. Going forward, i will keep a log of these so i am able to share back within practice meetings so we can improve and prevent this going forward. Id be more than happy to look into this further and provide me with more details to see if theres anything else i can do to make our patients have a better experience. You can email me on pontelandmedical.grouppractice@nhs.net FOA, Nicola. Thanks again for your feedback please do not hesitate to get in touch. Thank You, Nicola Rice Snr Practice Lead
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Review titled Very poor telephone service
Rated 3 stars out of 5
by Allan - Posted on 17 June 2024
I have tried repeatedly to speak to someone but no one ever answers the phone. This happens all the time and is not just an isolated incident
Visited June 2024
Ponteland Medical Group has not yet replied.
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Review titled No reply
Rated 1 star out of 5
by John - Posted on 11 April 2024
I've tried for 3 days to get a telephone reply. Over an hour in minutes waiting. I must speak to a receptionist but can't. I rang the other ponteland doctors once and including wait time I got a full verbal reply in 10 minutes. Should I remain a patient with a practice I can't communicate with.
Visited April 2024
Ponteland Medical Group has not yet replied.
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Review titled Shockingly Bad Telephone Response Times
Rated 2 stars out of 5
by Ian - Posted on 16 November 2023
Their inability to answer the telephone in a timely manner beggars belief. They don't even have the now customary "you are now number ? in the queue" to indicate how long the wait might be. There's not much choice in the area, so it seems they know you are stuck with them. Through our various taxes we are actually paying for this "service" - deplorable!
Visited November 2023
Ponteland Medical Group has not yet replied.