Valens Medical Partnership
Morpeth Surgery, Wellway, Morpeth, NE61 1BJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Just awful.
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2024
I don't ring anymore because you can literally try all day without an answer. You have to fill in their online form then wait for them to respond. There's some straight Yes/no answers which just aren't always appropriate. If you can't fill in the form (not everyone is computer literate) you have to go to the surgery (Let's hope you're physically able) & fill it in there with the help of the receptionist. Presumably in public taking who knows how much time. You then have to wait for an answer, but if you don't have a computer I don't know how you get that. When you do get an appointment it's over the phone even if you request face to face. Not everyone can take calls at work so have to take time off (dinner time at work changes according to need, so times aren't set). Even if you can guarantee your work lunchtime, they ask when you're available then appear to take no notice of that & often call when it's convenient for them, not you, so you miss the call. Even if they retry it's not at the time slot you've specified. You can't just put your working life on hold for them, when they can ring at any time that suits them. I was told a female (Sensitive symptoms) would ring at 6pm but a male rang at 4.30 when I was on the bus. This is only one example. I've had to contact them again on Monday. The response was a specialist (actually a pharmacist) would ring me that day. No-one has so I've had to do another request today. I think the response will be to turn up at a random pharmacy. Really stressful & worrying. I don't explain well on the phone & I think a lot of things are missed when you can't physically see a patient. A doctor actually said that to me at the last face to face appointment I had (a long time ago). There's no understanding or empathy which worsens when a conversation is on the phone, especially given that you're probably already worried & stressed. They're currently sending surveys out asking our opinions on their new logo. Truthfully I can't express how little I care what their logo is, but I'm angry that they're wasting money on this when they could use the money to improve their service. I don't know who the doctors are at my surgery or what they look like. It used to show you photos of the doctors on their website but I don't know if it still does, but is that how you should know who your doctor is? By looking up their photo? I put off trying to contact them now because it stresses me so much to have to suffer this awful system. This of course means that by the time I do my symptoms are worse & I'm so stressed I'm in tears, so could probably express myself better. This system will have disastrous consequences if it hasn't already. As you get older, this is very worrying. They appear to have stopped responding to these reviews once they started to deteriorate, so I don't expect any response. I expect I'll be wrong anyway, but they should know how people feel and I know I'm far from being the only one who feels like this.
Visited February 2024
Valens Medical Partnership has not yet replied.
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Review titled Disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 23 March 2024
Having been over 40 years with Wellway with good service, Valens have been a Nightmare. Knowing how difficult it was to get an appointment, I walked in to the surgery to see if I could sit and wait to see a doctor as I had a bad fall, had serious facial bruising and severe headache. Receptionist looked on the system, shrugged her shoulders, turned her palms up to the ceiling and said she hadn’t any appointments for 7 days and she sent me to the walk in at Ashington where they were very honest with me, I was told I could possibly have a fracture or a bleed and sent me straight to Cramlington in a taxi with a referral and telling me I shouldn’t be driving!! Nine hours later, after being treated well and kept up to date, I left cramlington with a broken nose and concussion. Now seeing a doctor would have had the same result but would most likely have cut out the visit to Wansbeck. Where has the care and empathy gone from Wellway or Valens as we are now known. As a family we have been lucky enough not to have to frequent the doctors so only go when we have a serious problem that needs a docs opinion. That is hard to get !! I know our NHS are stretched to capacity and the amenities in are towns are not even given consideration when new estates are going up like mushrooms, but we need to more consideration when we need medical attention.
Visited January 2024
Valens Medical Partnership has not yet replied.
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Review titled Abysmal
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2024
I have waited for over a month to be able to get an appointment. As someone who works clinically in the NHS doing 13 hour day and night shifts, I am unable to phone at 8am. When I do phone, I am on hold for an hour and then hung up on. I was finally able to secure a phone call appointment through the app, which was scheduled for a certain time, but they actually rang me 4 hours early and I missed the call. Now I can't get in touch with anyone at the practice again.
Visited January 2024
Valens Medical Partnership has not yet replied.
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Review titled From ex patient
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2024
I am an ex patient as I am completely disgusted with valens surgery. As a disabled person I always had to phone surgery. Hours and hours with nobody answering.Always being told person on other end had no medical training.
Visited January 2024
Valens Medical Partnership has not yet replied.
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Review titled Negligent
Rated 1 star out of 5
by Delia Dodd - Posted on 29 February 2024
Not able to even make an appointment . Will now have to pay to go private. This is difficult for me because I don't earn a doctor's wage. All I wanted to do was make a non urgent appointment but couldn't take three successive mornings off work to do so .
Visited December 2023
Valens Medical Partnership has not yet replied.
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 06 September 2023
You can't book an appointment to see a GP or a nurse. You can only receive a phonecall and there is no set time for this to occur. So if you have a job, like most of us do, it is impossible to actually get to see someone. I can't answer my phone while I'm teaching and apparently that is my own fault. I very rarely need to use the nhs and when I finally do, the service is so convoluted as to essentially prevent me from getting an appointment. Absolute disgrace.
Visited September 2023
Valens Medical Partnership has not yet replied.
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Review titled Getting through on the phone
Rated 1 star out of 5
by Kristy-Esther Lindgren Eklöw - Posted on 07 August 2023
I was waiting 54 minutes to get through on the phone only for the phone to cut off. This isn't the first time this has happened. It shouldn't take upto an hour for someone to answer the phone. This is terrible, and knowing that when I do get through they will tell me to phone tomorrow! Unacceptable, but this is the best surgery out of a bad bunch
Visited August 2023
Valens Medical Partnership has not yet replied.
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Review titled Problems not being addressed
Rated 1 star out of 5
by Brian Davison - Posted on 28 July 2023
Health professionals referred me to hospital. Hospital referred me back to Doctor, told to phone pm following day....tried x4 for 20 mins no response. Attended surgery explained no appointments till following week. If anybody reads these reviews and is responsible for the managing of surgeries (not medical staff) you should be ashamed of the service and failing to rectify its problems.
Visited July 2023
Valens Medical Partnership has not yet replied.
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Review titled Bad practice
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2023
Hideous place .....simply if you don't ring at 8 m you can't be seen . Having to take time off work to hang around by the phone incase they call 9 times out of 10 they don't. Get told to ring 111 !! Prescriptions are never given on time and no reviews are ever done. I find this gp practice appalling.
Visited July 2023
Review titled Valens Medical Partnership
Replied on 22 July 2023
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. We have implemented recent changes to improve our appointment system which includes increasing the number of pre-bookable appointments and we continue to review this. If you would like to discuss the concerns regarding your prescriptions and recalls in detail and have examples of when you have not received your medication or recalls have been missed, please email, or call or complaints department on 01670 844311/nencicb-nor.valenscomplaints@nhs.net, and a member of our team will get back to you to discuss this. 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.
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Review titled Caring dedicated team
Rated 5 stars out of 5
by Andrea Ayl… - Posted on 24 July 2023
I have accompanied my friend to his recent appointments with Lana here and quite honestly I think the help provided has been absolutely first class. Caring attentive prompt great empathy and made me proud to be a taxpayer for over 40 years. Have patience people these are people too! My friend lost his son in a horrific car accident and was on the verge of suicide with other ailments too. He’s now in a much better frame of mind thanks to the service provided here. Yes the call queue was long but have patience! It’s not McDonald’s
Visited July 2023
Review titled Valens Medical Partnership
Replied on 30 July 2023
Dear patient Thank you for taking the time to thank the staff and the surgery. Your comments have been well received and are fully appreciated by staff Once again thank you. Kind regards N Longman HR & Executive Assistant