Railway Medical Group
Gatacre Street, Blyth, Northumberland, NE24 1HDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great Doctors
Rated 5 stars out of 5
by Mark Thompson - Posted on 03 October 2023
Everyone is well aware of the appointments across GP practices being in high demand, that's a problem across the country. However I have never had problems getting appointments here when I've genuinely needed one on the same day, or I advance. I have just had jaw surgery at the RVI and needed a follow up to get more codiene prescribed for the pain, as well as a sick note. I was given the appointment on the same day. Everything was taken care of in no time at all at Railway and I cannot speak highly enough of the doctors at the practice. Over the years every single one I've seen have been excellent. I'd like to shout out the doctors I seen today who was kind and compassionate. Girl on reception was also superb and nothing was too much trouble! The practice is also nipping clean and modern. Yes the appointment system could be better and more available to book via the app, but then again many people abuse the service when they really dont need to be seen, or they don't turn up for appointments wasting them for people who genuinely want them. They should be charged for missing more than one!
Visited October 2023
Review titled Railway Medical Group
Replied on 15 November 2023
Dear Mr Thompson Thank you for your kind words which will definitely help motivate our hard working staff to keep going. We have deliberately limited the proportion of our appointments which are available to book via the app because of concerns that if appointments are all snapped up with online booking this could disadvantage some of our elderly, physically disabled and learning disabled patients some of whom are less tech savvy and have very complex needs for which good access to primary care is vital. Within NHS rules we are not permitted to charge patients for appointments or for missed appointments! Regards, Dr A van den Bos. GP Partner
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Review titled Appalling service for booking appointments
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
Managed to see a doctor who said I needed further appointments for various checks and to speak to receptionist on the way out. Receptionist couldn't make any appointments and told me to ring and book - not so easy when I'm driving at 8 in the morning and can't be online or on phone. I don't understand why you can't book future appointments if the doctor has requested them. Eventually managed to get through with available appointments 6 days after seeing the doctor to be told by Receptionist that I could only have the blood test and not the examination, I had to wait until the bloods results were back - even though they are unrelated and checking for different things. (Do I need to trust the receptionist more than the doctor?) Which means I then have to try to book Again!! I was told that my bloods have to be taken in the morning as they need to 'spin them' after 4 weeks previously having bloods taken on a Friday afternoon.
Visited October 2023
Review titled Railway Medical Group
Replied on 15 November 2023
Dear Patient Thank you for your comments about your difficulty getting appointments. Our receptionists unfortunately often have to deal with frustrated patients where a doctor has recommended a follow-up appointment is needed but on trying to book in there isn't anything immediately available. This is not the receptionists fault and they are not being deliberately obstructive. We deliberately run a system where GP appointments cannot be booked more than a few days in advance as from experience where this is permitted patients have often either got better and no longer need the appointment or have forgotten all about it which leads to a crippling wastage of appointments in what is an extremely stretched service. We continue to work to maximise our efficiency and to recruit new clinicians to handle the relentless rise in demand. Regards, Dr A van den Bos
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Review titled Great practice
Rated 5 stars out of 5
by Barry - Posted on 13 July 2023
Excellent efficient service. The new appointment booking system offering call backs is an excellent service.
Visited July 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear Barry Thank you for your positive feedback about our new telephone service which has been well received by our patients. Nobody likes having to wait on hold. Regards, Dr A van den Bos. GP Partner
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Review titled The Bedrock of the National Health Service
Rated 5 stars out of 5
by Michael Thompson - Posted on 13 July 2023
All to often praise is bestowed on 'front line' NHS workers; nurses, the ambulance and A & E The reality is that Doctors surgeries are and often are omitted. Excellent Service. #Railway Medical rocks (man I'm being down with the kids there!!)
Visited July 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear Mr Thompson I couldn't agree more (but maybe I'm biased)! According to Primary Care England general practice provides over 300 million patient consultations each year compared to 23 million A&E visits. One of our most important roles is trying to deal with less serious medical problems in order to enable A+E to concentrate on sorting out those who really need them. If patients are unsure about whether they need to go to A+E our reception team may not be medically trained but are used to handling queries or patients can seek advice from 111 or the NHS Website. Regards, Dr A van den Bos. GP Partner
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Review titled Appalling appointment system
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
Never any appointments and ring back constantly , I’m fed up with lack of service and unhelpful responses .
Visited July 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear Patient I'm really sorry you've had a rotten experience trying to secure an appointment. You're not alone in this respect. This is by far our most common reason for complaints and negative feedback. We are working extremely hard to try to maximise the number of appointments we offer but there will frequently be times when demand exceeds supply. Demand is reliably higher on Mondays and days following Bank Holidays. Patients should first consider whether they can get their problem dealt with without needing to go through the surgery. Advice is available through the NHS website, 111 and local pharmacies. Most of our appointments are released at 8am each weekday so phoning or coming into the practice as soon as possible after 8am maximises your chances of securing an appointment. We also have some appointments which are available for online booking which become available at other times. These can be booked through the NHS app. If you have an acute (ie. of recent onset) medical problem which needs prompt medical attention even if we have no remaining routine appointments our reception team should be able to add you to the acute service triage list for a call-back from the GP on a same day basis. I hope this proves useful and you have a better experience if you have to contact us in future. Regards, Dr A van den Bos. GP Partner
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Review titled Valuable annual memory and physical health review
Rated 4 stars out of 5
by Anonymous - Posted on 31 July 2023
I found our annual review very useful. I felt we were listened to and received some very helpful information and further medical follow up. It was good that both my husband's and my own needs as his carer were addressed.
Visited July 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear patient Thank you for your lovely feedback. We carry out a considerable number of annual reviews for physical and mental health conditions which involves our health care assistants, practice nurses and paramedic and nurse practitioners. We also utilise the district nursing service for some of our reviews for our housebound patients. This is a vital component of ensuring good quality care and disease management for patients with chronic diseases. This needs a holistic approach. We try to take into account patient preferences and concentrate on what is important to them. We strongly encourage patients to respond to invites for chronic disease reviews and hopefully your feedback will help motivate patients to attend. Regards, Dr A van den Bos. GP Partner
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Review titled Excellent doctors
Rated 5 stars out of 5
by Pauline Chaplin - Posted on 10 July 2023
It is very hard to get an appointment, but if you're really in desperate need of an appointment you just have to persist every day, when I did get an appointment the GP was really caring and couldn't be more helpful, extremely happy with the GP I saw
Visited July 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear Pauline Thank you for your kind feedback about our doctors. I'm sorry you had a difficult time getting an appointment in the first place. GP access has become a national priority following a surge in demand coming out of Covid. We recognise we always struggle to meet demand for routine appointments as well as access to urgent care. We're working to improve our access through additional recruitment and through effective signposting by the reception team at the point of contact to ensure patients are put in front of the best person to deal with their concern, which is not always a GP. Regards, Dr A van den Bos. GP Partner
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Review titled Great improvements
Rated 5 stars out of 5
by Jane - Posted on 01 August 2023
My recent experiences have been very positive and pleasant. I’ve always found doctors and nurses excellent doing their best but everyone struggling with volume of demand looking worn out and sometimes reception staff obviously frustrated and looking unhappy and fed up. It was so nice to feel front of house staff seemingly happy in their work, very helpful and on top of their task, working as a team. This, despite queue of patients - some unwell anxious, some with a bit of attitude. The feel good feeling seemed to be infectious and the atmosphere in waiting room patient and relaxed. I witnessed one receptionist being extremely helpful and patient with someone struggling to check in On screen. Came out from behind desk and very patiently explained what to do. Result! Pleasure to witness. Well done everyone. Professional and support staff. Doing your best in very difficult circumstances with the huge demand. Thank you.
Visited June 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear Jane Thank you for your kind positive feedback which will really help boost staff morale. Being a GP receptionist is one of the toughest jobs out there and we hope patients value and appreciate their efforts as much as we do. Regards, Dr A van den Bos. GP partner
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Review titled Excellent patient centred service
Rated 5 stars out of 5
by Michael Slavin - Posted on 16 June 2023
Called into surgery at 8am to seek advice and treatment for a very painful raging ear infection. Helpful receptionist placed my name on a triage list and explained a GP would call me. At 8.23am I received a call from the triage GP who confirmed the diagnosis and prescribed the appropriate medication. She even arranged for me to collect the prescription from the Community hospital reception desk. This I proceeded to do as soon as the desk opened at 9am. Given the volume and complexity of patient demand it Is amazing that the practice can provide such a high level of service within an hour of making contact with them.
Visited June 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear Mr Slavin Thank you for your kind feedback. I'm pleased we were able to deal with your problem quickly and effectively. You were dealt with by our 'acute service' which works out of the Blyth Hospital site. We set this up to try and ensure that all patients contacting us with an acute (ie. of recent onset) medical problem requiring prompt treatment can be dealt with on a same day basis. After triaging patients on the phone the GPs can bring patients down to be seen if the GP feels this is needed either by the GP or to see one of our paramedic or advanced nurse practitioners as appropriate. We're not blessed with a walk-in service in Blyth so there's plenty of demand to keep us busy. Regards, Dr A van den Bos. GP Partner
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Review titled Brilliant
Rated 4 stars out of 5
by Anonymous - Posted on 30 June 2023
First time experience in ringing at 8 am for an appointment with the new system of saving your place in the queue for a call back. At 8.10, the triage assistant rang to ascertain the issue. 8.35 spoke with Dr, who was able to see me at 9 am. Had a prescription in my hand by 8 15.
Visited June 2023
Review titled Railway Medical Group
Replied on 09 August 2023
Dear patient, Thank you for your review. I'm delighted you had a seamless service accessing a prompt appointment. If only it was always this easy! We constantly struggle to meet demand for appointments and hopefully your review will give some reassurance to patients who have found it more of a struggle to get seen that perseverance will pay off. Regards, Dr A van den Bos. GP Partner