The Practice Northumberland Avenue - Ratings and reviews
Reviews
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Review titled Always helpful and caring.
Rated 5 stars out of 5
by Mrs Patricia A Volante - Posted on 20 April 2024
Due to multiple problems I often need advice, or appointments at this Practice. The receptionists are always very kind and helpful. If I need an appointment, I know that they do their best to fit me in as soon as possible. The Doctors and nursing staff take time to read my copious notes, check when my blood tests are due, they take time to advise and explain test results or new medication to me carefully. I really feel that I am in safe hands at this Practice. Thank you so much.
Visited April 2024
Review titled The Practice Northumberland Avenue
Replied on 22 April 2024
Dear Patricia Thank you for your feedback. We work hard to provide a good service for our patients and so really appreciate it when you have a great experience. I have shared your comments with my team and they are delighted. We value all feedback as it helps us to continually improve our service. So many thanks once again for taking the time to add your feedback.
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Review titled They don't reply emails
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2024
I sent email to them on 18.12.2023 and still did not get reply. I am dissapointed with this. It seems to me they don't care.
Visited December 2023
Review titled The Practice Northumberland Avenue
Replied on 22 April 2024
Dear Patient Thank you for your feedback, we take patient care very seriously and are sincerely disappointed that you did not receive a response to your email. We would also like to apologise for the delay in this response to your review. If you would like to speak to someone regarding this issue, please call the surgery and book appointment with myself Sandra Wood PM or Rachel Baker APM.
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Review titled Great practice
Rated 5 stars out of 5
by Lynne Wheeler - Posted on 08 March 2023
Although sometimes there is a wait for the phone to be answered (which I understand will be dependant upon the amount of people trying to phone at the same time/issues arising at the surgery with patients present) On every occasion of contacting the surgery the receptionists have been extremely helpful in providing an appointment or any other service required. The nurse practitioners are also amazing & when I have had to see a doctor they deal with the issues I have gone to see them about.
Visited February 2023
Review titled The Practice Northumberland Avenue
Replied on 09 March 2023
Thank you for your kind comments which we really appreciated. We have just updated our telephone system and we are hoping this will help greatly with patients not having to wait to be answered.
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Review titled Awful telephone service
Rated 2 stars out of 5
by Anonymous - Posted on 18 December 2022
I had to wait just over an hour on the phone to make an appointment to see if speak to a doctor.Finally get through only to be told no appointments were available and try again tomorrow.Not impressed at all.
Visited December 2022
Review titled The Practice Northumberland Avenue
Replied on 09 March 2023
Dear Patient, Thank you for the feedback, we take patient care very seriously and are sincerely disappointed that you did not receive the highest standard of care. There has been a new telephone system installed in the surgery and staff to help to answer the calls. If you feel you would like to discuss this further please email: northumberland.avenue@nhs.net
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Review titled Brilliant Practice
Rated 5 stars out of 5
by Anonymous - Posted on 23 September 2022
I have been at this practice for around 2 years having changed from one where it was almost impossible to get an appointment. This surgery has been amazing, wished I’d changed to it years ago. The receptionists are always as helpful as they can be and will try to answer any queries. Don’t like the Doctor iq & having to go online for an appointment assessment would rather speak to someone. However when I have contacted the surgery I have always been offered a telephone or face to face appointment, if one is available. If my request is urgent the receptionists do what they can to help. When I have seen the doctor or nurse I have always come out feeling I’ve been listened to. I would highly recommend this surgery.
Visited September 2022
Review titled The Practice Northumberland Avenue
Replied on 09 March 2023
Dear Patient Thank you so much for your positive feedback. We are extremely pleased you found the surgery helpful, we share our comments in the learning session with the whole team. So thank you once again.
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Review titled Brilliant practice
Rated 5 stars out of 5
by Anonymous - Posted on 13 September 2022
They are a very good practice with friendly staff. Found them excellent for getting an appointment plus they are open on weekends. Wish I had found them a lot earlier as they were very thorough. Recommend them very highly
Visited September 2022
Review titled The Practice Northumberland Avenue
Replied on 09 March 2023
Dear Patient Thank you for feedback, whilst we work to maintain a high service level, it is always lovely to receive good feedback. This is always shared with the team during our learning time. Thank you once again.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2022
While the doctors and nurses there are wonderful people, the receptionist staff leave so, so much to be desired. Conflicting information depending on who you get on the phone, not bothering to let people know that the app they advertise for 1 minute 37 seconds at the start of every phonecall doesn't have any functioning applications at the moment. Add to the fact that when one member of staff goes on holiday, no prescriptions get sent out (despite the app telling you that its been approved and sent to the pharmacist!) and casual misgendering of patients on the phone when the reception staff think they can't be heard, and its just appalling. I'll be joining a new practise as soon as I physically can. Again - the doctors and nurses here are wonderful, lovely people. The receptionists are useless and need a healthy heaping of sensitivity training.
Visited August 2022
The Practice Northumberland Avenue has not yet replied.
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Review titled Service is very hit and miss with little consistency
Rated 2 stars out of 5
by Anonymous - Posted on 11 July 2022
I’ve been a patient for quite a while and have many up and downs with this surgery some good and some bad. Recently after suffering a lot of pain I went there earlier this year and I was told there will be a referral months later nothing has happened the secretary has failed to get back to me. My consultation recently with a nurse practitioner was not satisfactory I felt rushed and not really listened to which isn’t really the point they also sent me a link to fill a questionnaire in when I went on it didn’t work as usual, a lot of their online services do not work and very frustrating to deal with. I would not recommend it but then a lot of the NHS is like this they seem to think this is acceptable. Where I do not I do not expect to pay into the national health service and get no or little service or told to go private! Seriously are they going to pay for my treatment then? That would be interesting....overall I would not recommend it sorry feel very let down.
Visited July 2022
The Practice Northumberland Avenue has not yet replied.
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Review titled Disorganised and chaotic
Rated 2 stars out of 5
by Anonymous - Posted on 20 August 2022
Switched to this practice a few years ago, it was fine for about a month and then all downhill since then. There are real problems with training consistency of the reception staff. They are doing their best in what seems like a nightmarish system. Absolutely zero consistency between reception staff - seems like only one staff member out of the entire reception team knows how to use computers and digital forms, making it extremely challenging to process things like blood forms, medicine requests, even phone appointments. I have been there in person before trying to sort out a digital problem that the practice asked me to sign up for, and have witnessed another staff member essentially shouting from the back office to the front reception with instructions for my receptionist on how to fix it. Was recommended to use a system called Systmonline for prescriptions then within about two months was told to use an app called Airmid instead (doesn't work, and I am very comfortable and familiar with how to use a smartphone). Then told to switch to Dr. Iq which does everything in its power possible to prevent you from booking an appointment for genuine reasons. Asked to change my personal details at the surgery due to change of name and contact details; given a wonky printout that looks like it was made in the 60s, didn't have half the details one would expect to be able to update in this day and age such as title. Receptionist was stressed and confused about this process. My nhs records were updated but Dr Iq continued to have my old details. I addressed this multiple times with the staff but they have no idea how the app works. I uninstalled it because if I made any requests via the app, they continued to be listed under my old details therefore confusing the staff and inadvertently misgendering me when responding to them. The callback system linked with Dr Iq is awful. Every phone call starts with nearly 2 minutes of my time wasted on a recording telling me to use this awful app. On top of this, 9 times out of 10 when I phone up, I'm told to hold immediately which can be quite a shock - when I've visited in person I've witnessed the staff do this as well and it's obviously distressing the patient calling up from the other end of the conversation I notice. I have been inadvertently hung up on this way, and they never call you back - you have to sit through the same 2 minutes' recording then join the queue then they have no record of your conversation. Why not have a better call queue system? It's pure chance whether you will have a text confirmation of an appointment or not. This practice cannot be trusted to order a prescription for you what with the carnage of the staff trying to figure out how to use a digital system. I simply order via the dispensing pharmacy instead. I have had good treatment from the doctors and nurses here *once I can get through the battlefield of trying to book an appointment*.
Visited June 2022
The Practice Northumberland Avenue has not yet replied.