Valens Medical Partnership
Morpeth Surgery, Wellway, Morpeth, NE61 1BJContact details and opening times
Patient ratings and reviews
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Help others by sharing your thoughts and experiences about Valens Medical Partnership.
Reviews
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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
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Review titled Getting Better
Rated 5 stars out of 5
by David Robson - Posted on 04 July 2023
Now I have gotten used to using the NHS App, the service has been second to none. Receptionists are under a lot of strain -please be kind to them they are doing their best. New system not as good as the old one but all surgeries using it now so no surgery seems any better with it than the others. All the staff - reception, gps paramedics etc second to none
Visited July 2023
Review titled Valens Medical Partnership
Replied on 22 July 2023
Thank you for taking the time to thank the staff and the surgery. Your comments have been shared with staff via our newsletter and have been well received and are fully appreciated. 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 Impersonal service
Rated 2 stars out of 5
by Anonymous - Posted on 11 July 2023
Appointments are difficult to get ( which I appreciate is reflected nationally) however the general “vibe” of the whole practice seems one of disinterest with new signage placed asking patients to use machines to register and no means of querying things unless you email/ have a lengthy phone wait. Once again the phone system is off putting and inaccessible for those who do not have access to phones during working hours or those who are elderly or have additional needs. In addition there is no “in house” complaints system for minor issues - in effect no way of making the practice aware of their patient’s viewpoint without escalating things to a formal complaint which is a) inappropriate b) costly for the NHS and c) unlikely to improve matters going forward. Having said this, it is unfortunate for the staff as due to the limitations of the system, they must bear the brunt of the complaints and concerns. If I were to make a complaint for example in a shop or restaurant - generally you can speak to someone or email directly. Thus customers feel that they are heard. This is not the fault of the staff but the management structure and systems in place. I have waited several weeks for a routine appointment only to be told that it wasn’t needed, therefore resulting in time off work and time spent booking the appointment wasted ( in addition to the health professional’s time).
Visited July 2023
Valens Medical Partnership has not yet replied.
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Review titled No service
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2023
Literally can't get in touch with anyone. Phoning they don't answer or cut you off. Go online and it says no more requests. Popped to surgery, receptionist finished conversation before acknowledging I was there only to be told she couldn't help as it was too late and to phone. It was 4.30 in the afternoon, supposedly peak time and there wasn't one person in the waiting room.
Visited May 2023
Valens Medical Partnership has not yet replied.
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Review titled Wait times on hold
Rated 2 stars out of 5
by Anonymous - Posted on 11 April 2023
Currently the website service is down for ‘Easter holidays’ however this is on the Tuesday which is a working day. I have now been attempting contact for 2:26 with an hour and a half of this being unable to connect as it shows ‘user busy’ I have now connected and am still on hold an hour and 10 minutes later. I understand a high demand after practice being closed for bank holidays but surely this is accounted for. Serious symptoms may be missed if people don’t have hours to be dedicated to getting in contact. There are multiple branches and not enough phone operators to handle the patient size.
Visited April 2023
Valens Medical Partnership has not yet replied.
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Review titled Website is not fit for purpose
Rated 3 stars out of 5
by Georgina - Posted on 03 April 2023
I received a letter asking me to contact my local surgery to arrange a routine blood test. I phoned Lynemouth Surgery and followed options on recorded message as best possible (arranging a blood test was not an option so ended up choosing GP appointment). The message included a suggestion that it might be quicker to use the online service. I went onto valens website. The site gave me the option of choosing a medical condition that I needed help with, but there was no option of requesting a blood test, so the site was no help at all to me. I am lucky that I have a mobile phone that I can put on speaker and that I have the day off so I have the time to wait which would not normally be the case when I am working. What happens to the people who can't do this? I finally got through after two attempts, one 20 minutes and one 36 minutes.
Visited April 2023
Valens Medical Partnership has not yet replied.
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Review titled Unable to get in touch by telephone or via online service
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2024
Online service constantly unavailable, tells you to call, voice message tells you call cannot be answered and to use online service. Apparently, they can't process the online requests for routine services like repeat sick notes and prescriptions because they need all staff on phones to triage everyone, so someone with a routine request has to sit in the queue to call and they are then stopping someone who really does need to speak to someone from getting through. The whole point of the online service for routine requests is to get those people off the phone lines, but this ridiculous company can't seem to grasp that. It is utterly pointless being with this practice now, which is a shame because some of the GPs are brilliant and have looked after me and my family for over 20 years. Sadly I'm leaving because of abysmal management. I want to ensure that I have healthcare when I need it, not "possibly in the next 3 weeks". It's no wonder people ring 111 or go to A&E and please don't blame patients for this, they have no other options because of companies like this destroying formerly efficient and well respected GP practices.
Visited April 2023
Valens Medical Partnership has not yet replied.