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 Not Happy
Rated 2 stars out of 5
by Philip Wilson - Posted on 12 April 2023
Being trying to get in touch to speaks to a medical professional but just can't get anybody to answer the phone during my breaks at work. Around 30 Mins. Really need to speak to a Doctor for advice but can't get an appointment. Very poor.
Visited April 2023
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Mr Wilson 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 changes to improve access for patients which 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 will also be introducing 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 Alful
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
Absolutely impossible to get an appointment which resulted in my baby being hospitalised, don’t answer phones and on the occasions they do I’ve been hung up on and had to start the whole process again making me have to use other resources like 111 in the process of changing doctors because of this and would absolutely stay clear
Visited February 2023
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Patient 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 apologise if you have been unable to complete your calls and have had to call back. Some of the work we have done to improve access since your review 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 Introduced new clinical roles to ensure more slots are available on first call from patient Increased the number of pre-bookable appointments. If you would like to discuss your concerns please call our complaints department on 01670 844311 or email 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 Don't answer the phone
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2022
I have been trying to contact the surgery for test results. It doesn't matter how many times I call they just don't answer the phone. The longest I have been on hold for is over 40 minutes. Always have to hang up and try again. Still trying to contact them...
Visited December 2022
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Patient 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. Some of the work we have done to improve access, since your review, includes: 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 Introduced new clinical roles to ensure more slots are available on first call from patient. Looking to implement a new call system which will have a call back facility. 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. N Longman HR & Executive Assistant
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Review titled Can do a lot better
Rated 3 stars out of 5
by Eric Willis - Posted on 02 November 2022
It didn't matter what number I rang to speak to someone I was patched through to an answering service that ended with an automated voice saying, "recording" presumably my message, but no guidance as to what is required! Why can't I speak to a person?
Visited November 2022
Review titled Brockwell Medical Group
Replied on 30 July 2023
Dear Mr Willis 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. Some of the work we have done to improve access, since your review, includes: 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. All of these changes should allow patients to speak to a receptionist quicker and easier. 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 Appalling process to get an appointment or any help
Rated 1 star out of 5
by Anonymous - Posted on 17 October 2022
The process in place to get a Dr's appointment or any support is appalling. The online website doesn't work for making an appointment or to get a repeat prescription. When phoning to get an actual appointment, you are always in a queue for 45 min to an hour. You then are only offered a telephone call from the GP - if after the phone consultation you need to be seen you are only offered a face to face appointment on the same day. This is not useful for those of us who work and cannot get to a really short, advanced notice appointment e.g. you can't plan time off work pending you need a face to face because you don't know you will get an appointment. If you can't make the face to face on the day of the telephone call - you have to start the process all over again!
Visited October 2022
Brockwell Medical Group has not yet replied.