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 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
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Review titled Appalling Telephone Service
Rated 2 stars out of 5
by Rowland Hill - Posted on 19 April 2023
It's impossible to telephone for a consultation. I have had to travel to the surgery on three occasions to personally speak to a receptionist due to the telephones being registered as 'busy' I couldn't even reach the stage where I was on hold. This is a totally unacceptable standard from an important service. I will add that staff are pleasant and obliging once contact is made, but the telephone system isn't fit for purpose.
Visited April 2023
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Mr Gill 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, your comments will be passed to staff. • Increased the number of staff in the role • Dedicated additional resource in the peak hour of 0800 – 0900 (this doubles the amount of people on calls to average 20 people taking calls) • Introduced new shift patterns to better suit demand profile • Pulled other departments onto Reception when wait times are too long. We are also looking to implement a new system which will include a call back facility. 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. 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. Kind regards N Longman HR & Executive Assistant
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Review titled Shocking Service, utterly useless
Rated 1 star out of 5
by Sarah Johnson - Posted on 26 April 2023
Each time I have rang for an appointment or test results; I have been left waiting 30-45 mins for the phone to be answered. When you go into the Surgery, the Receptionists leave people standing for a day and an age so can they pop outside to chat with their friends who have been in for appointments. The phones ring and you can see them blatantly ignoring them. They suggest you use the online system which is completely useless and a waste of time. It's like they don't want to deal with patients at all but are happy to strike for wage increases. They are moving to a new premises soon; I honestly don't see the point.
Visited April 2023
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Ms Johnson 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 we make our service better. Improving access for patients is a priority and some of the things we have implemented to support this include: • Increased the number of staff in the role • Dedicated additional resource in the peak hour of 0800 – 0900 (this doubles the amount of people on calls to average 20 people taking calls) • Introduced new shift patterns to better suit demand profile • Pulled other departments onto Reception when wait times are too long We are also looking to introduce a new system which should improve online access and will include a call back facility. We apologise if your experience at reception has not been satisfactory and we will speak to staff regarding this. 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. 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. Kind regards N Longman HR & Executive Assistant