janduplessis886/england-nhs-gp-reviews huggingface dataset:
GP surgery review: valens-medical-partnership
Title: contact impossible
Rating: 1 out of 5
Visited: March 2023
Simply impossible to get in touch with this GP practice. They are not answering calls, independent on day time and how often you try.  To hope for advice on any serious condition of this practice is in fact risking your health. Shame, once it was reliable.
GP surgery review: valens-medical-partnership
Title: Professional Dedicated Team
Rating: 5 out of 5
Visited: November 2022
I was seen the same day very efficient team literally I can not fault the fantastic service provided here.
Thank you
GP surgery review: valens-medical-partnership
Title: Terrific professional and caring
Rating: 5 out of 5
Visited: November 2022
Great team at Morpeth doctors surgery. Yes long wait on phone I just put my phone on loudspeaker and waited. Got through sane day blood tests completed and results on  the App.
GP surgery review: valens-medical-partnership
Title: cannot get in touch with them
Rating: 2 out of 5
Visited: October 2022
No body ever picks up the phone.  I couldn't get through so I used the on line system to try and get a telephone consultation.  It told me to ring the surgery.  What is the point of this,  they have a self help tick box but if you want to speak to them for something else it won't let you.
GP surgery review: valens-medical-partnership
Title: Long delay in getting through by phone
Rating: 1 out of 5
Visited: October 2022
In took 47mins for the phone to be answered on the 6th Oct 2022.
This problem continues since the new system was put in place despite promises that it would be resolved.
What is the cause of the problem?
When will it be resolved?
GP surgery review: valens-medical-partnership
Title: Accountancy practice
Rating: 2 out of 5
Visited: July 2022
It really is a lottery as to the level of service you get from this practice. There are 3 or 4 really professional gp's here when or if you eventually get to see one. As the bean counters at Valens take over more and more surgeries so the service suffers as they rotate a completely inadequate number of gp's around more and more surgeries. It would appear that they are motivated by the retainer money rather than patient care. I would also strongly suggest that a senior gp wearing 2 hats does little to secure patient confidence in the ratings stystem. I wish there was an alternative!
GP surgery review: valens-medical-partnership
Title: Inaccessible
Rating: 2 out of 5
Visited: July 2022
Never had an issue with the practice until they were taken over by Valens. Impossible to get through by phone to make an appointment, on hold for over 30 minutes each time. Have tried to get through for 2 days to book an urgent appointment. Should not have to attend urgent care centres for matters that can be dealt with by a Nurse or GP at the surgery
GP surgery review: valens-medical-partnership
Title: An inaccessible Practice
Rating: 2 out of 5
Visited: May 2022
Whilst aware that the NHS is experiencing great pressure at the moment and that the number of patients to doctors has risen sharply, I still remain saddened by my recent contacts with the Valens Medical Group.
Once you are able to access the surgery, generally the level of care is good; however for many the system of booking an appointment/ speaking to a nurse or doctor remains challenging.
On several occasions I have been kept for up to an hr on call. Repeated automated voice messages remind you of other ways of accessing support, with the subtext being “not to bother the surgery”. There are no longer even any apologetic responses to the lengthy waiting times and once ( after a lengthy call I was cut off without warning).
The online access is not always accessible and assumes that everyone is a) computer literate and b) has access to WiFi.
I feel that the “call centre” approach to patient care is both discriminatory and dangerous as the system becomes inaccessible for more vulnerable patients ( those with mental health issues, SEN, dementia or no close family support) - also we do not all work from home or part time! and this seems to be forgotten. In many jobs, phones must be switched off during working hrs or a phone signal ( if travelling) maybe impossible, leaving me at a loss to understand how exactly you are able to hear from a doctor.
For children, there appears to be a two tier service with care being passed onto the Nurse Practitioner, whilst my experience of this has been good, there is no explanation for this. This is yet another example of poor communication, which ultimately helps to erode patient confidence.
We are reminded not to overload the NHS and to be considerate with our use of both GPS and A and E. The first is easy - I now actively avoid trying to phone the surgery due to the impracticalities of getting through. However this surely has a knock on effect eventually on the NHS, if my experiences are echoed across the country?
Ultimately it is the most vulnerable whom I worry the most about.Valens Medical Group and their staff are under pressure no doubt, but so are people like carers/ family members trying to balance care needs and work and staff worried about having to ask for a break to hear back from the doctor. 
It would be helpful if one of the Valens’ staff actually experienced trying to access the service and not on a “day off” but during an ordinary working day with the associated time pressures, work phone policies and privacy issues.
This used to be a fantastic practice with a caring, family ethos. What has happened?
GP surgery review: valens-medical-partnership
Title: Not fit for purpose
Rating: 1 out of 5
Visited: May 2022
Another repeat of disgraceful service, this 'company' needs a prescription for itself..
Tried to contact Lynemouth surgery regarding a medication review  for my elderly mother for over 2 weeks, put on hold for 1.5 hours and 45 minutes respectively with no response.
In frustration put together letter with all the necessary information to the surgery, receptionist response was; it was no good as the team dealing with it are at Brockwell Cramlington..have they never heard of scan & email internally..
I have now sent in the post  the letter to Brockwell Prescriptions Team in Cramlington...
I was unable to email the letter as they have no email address.
Imagine elderly, vulnerable people with no family relatives trying to achieve a simple procedure but made into  a nightmare by this 'Medical Group' ( Valens) who can't even answer the telephone or offer a basic level of care..
Stop looking at the Pound notes and give your patients something that they expect and deserve.
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Very pleased
Rating: 5 out of 5
Visited: December 2022
Thank you,thank you for helping me and my family when we are in need and experiencing poverty.  I am very pleased with the hamper it has helped a lot. Thank you
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Thank you for your help
Rating: 5 out of 5
Visited: December 2022
Thank you for the help we as a family have received from the foodbank through the practice.  This means a great deal to use as we wont have to worry about food over Christmas.  We are very grateful to the practice for donating to a family like mine we can now have a stress free Christmas.  Thank you very much
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Much appreciated
Rating: 5 out of 5
Visited: December 2022
Thank you so much for the wonderful food parcel I was able to access via the foodbank.  This was much appreciated, Merry Christmas to you all.
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Thank you
Rating: 5 out of 5
Visited: December 2022
Thank you for your help in a crisis.  You were able to support me and my family with help from the local food bank.  It helped a great deal thank you so much.
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Friendly, patience and productive
Rating: 5 out of 5
Visited: October 2022
I received a text requesting feedback about my telephone interview with the practice pharmacist.  I found he was easy to talk to, we covered the items prescribed by the doctors plus items I purchased myself indepth and possible side effects.  His manner was friendly, patient and productive.
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Life savers
Rating: 5 out of 5
Visited: October 2022
I cannot thank the ANP enough, my life has been changed around after I saw her for what I thought was perimenopausal symptoms.  After investigations I was diagnosed with Type 2 Diabetes.  I now feel great, on medication, all my symptoms have resolved and I feel very motivated.  If I had been given HRT, I would still not know I was Diabetic.  Very happy with the service, one happy customer
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Very professional
Rating: 5 out of 5
Visited: August 2022
I had my usual annual birthday assessment with a lovely HCA.  I was really impresses with her kindness and knowledge and the way she conducted my appointment.  She was very thorough and asked some questions ensuring she was not only asking about my general health but my mental health too.  We are very lucky to have such wonderful people working at our practices.
GP surgery review: sunderland-gp-alliance-medical-practice
Title: excellent staff
Rating: 5 out of 5
Visited: August 2022
I had the usual birthday assessment at the galleries today by a lovely HCA Victoria.I was really impressed with her kindness and knowledge and also the way she conducted my appointment.She was very thorough and asked some questions ensuring she was not only asking about my general health but my mental health too .
We are very lucky to have such wonderful people working at our practices.
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Thank you!
Rating: 4 out of 5
Visited: January 2022
A recent issue with my Mum’s appointment was resolved quickly and professionally. The person dealing with it was empathetic and very caring, thank you!
GP surgery review: sunderland-gp-alliance-medical-practice
Title: Unprofessional and insensitive customer service
Rating: 1 out of 5
Visited: January 2022
I accompanied my Mother to her appointment yesterday. My Mum checked in with the receptionist presenting her appointment card which clearly showed two appointments, they were back to back with a nurse first then a doctor. My mum was called to see the nurse then sat back into reception waiting to see the doctor. 30 minutes went by… we knew they were busy so gave the benefit of the doubt. I then went to reception to ask how much longer, to which I was informed that because my mum didn’t check back in after the nurse appointment, the appointment with the doctor that she had already booked wasn’t confirmed? At no point in time was my mum informed that she needed to recheck in after the nurse appointment? If you have two appointments one with a nurse and one with a doctor then why check one and not the other? They were 10 minutes apart? We then waited another half hour on top of that to be finally seen by the doctor. 

Another nurse, not the one my mum had seen earlier, asked why I was waiting with my mum as I wasn’t allowed in due to the Omicron variant? There were no notices up to say I couldn’t accompany her? She then asked in front of my mum and everyone else in the waiting room if she was not capable of going in on her own. I felt this was extremely insensitive because if she was I wouldn’t be have been accompanying her!! 

I have been to this practice on 3 occasions now trying to get help for my mum on a sensitive issue which she doesn’t like to talk about on her own. I just wanted time with her doctor to explain all of this. This was an awful experience yesterday and plainly embarrassing for your practice.
GP surgery review: coquet-medical-group
Title: Cant contact the surgery
Rating: 1 out of 5
Visited: January 2023
Once again, I have been trying to contact the surgury to order my repeat prescription with no success. I have tried calling, but as soon as I get to number 3 in the queue (after waiting 55 minutes), I get conveniently cut off and have to go through the whole process again with exactly the same issue happening again. 

I have even gone to the surgery to try and get his ordered but always seem to get a staff member who is not empathic and one who does not want to help.

This practice (Broomhill) should be ashamed of themselves the way they treat patients and on the continually waiting time on the phones. Yes, ita a staff issue, and yes, it's Covid; how many more times are these excuses going to give to patients?
GP surgery review: coquet-medical-group
Title: Phone lines
Rating: 2 out of 5
Visited: January 2023
Once again terrible service. Called this morning at 08:00 was 19th in the queue, by twenty past eight, I was number 2 in the queue which is fine but then phone continued to ring non stop until 09:00 by which time I had driven from Amble to the Broomhill surgery( phone still ringing) where I was given a totally unacceptable reason for this happening by your receptionist. She said that there was for people in the back answering calls, this was clearly not so as my phone was still ringing while I was at the desk. I had to come away with no face to face appointment or phone call appointment given. As the receptionist said that they were know at full capacity at 09:10 yet behind me in the reception area there was not one single person waiting to be seen. One man who had turned up at 09:00 whilst I was there, was told that his appointment was not until 09:40 so he’ll was told he may have to wait the 40 minutes, yet after sitting for not 5 minutes he was buzzed in to see the doctor yet I couldn’t even get a phone call appointment. There is something seriously wrong here and it starts with the phone system it is not working!!!!!!
GP surgery review: coquet-medical-group
Title: Rude and disrespectful staff
Rating: 1 out of 5
Visited: December 2022
I tried to get through the to the surgery 5 times on the same day and once through the receptionist cut me off? 

When I called them again, the same thing happened. So I tried again and this time after an hour and a half of calling spoke with the receptionist and asked if they had issues with the phone system and before I could say anything she responded with arrogance and in anger to my question and hung up?

What is going on at the surgery in Hadston, if I could change doctors I would without hesitation. Terrible service
GP surgery review: coquet-medical-group
Title: A Long Wait to order a prescription
Rating: 2 out of 5
Visited: December 2022
This morning I tried ringing the dedicated prescription line to reorder some medication.  I had been unable to use the online method as an assessment needed to be made.  On getting through I was initially caller number 15.  After about 10 minutes I was caller 11.  20 minutes later I was still number 11.  My husband rang the main surgery number and got straight through.  He asked if there was a problem with the prescription line and was told no that it was just very busy.  When he asked why a caller should be taking so long the receptionist said that it may be a patient with complex needs or possibly a care home.  The receptionist did eventually agree to put the prescription request through and also said that a review was not actually required.  This conversation lasted another 10 minutes and on my phone I was still number 11 in the queue.  Whilst I appreciate you are very busy waiting times on the phone are unacceptable both in time and cost of the call.
GP surgery review: coquet-medical-group
Title: Very Disappointed
Rating: 1 out of 5
Visited: December 2022
Called this morning dead on 8am, 29th in the queue with a hold time of 50 minutes only to be told no appointments available unless it is a medical emergency. Asked if I could call back at 12 noon to be told no. The surgery is happy to accept/register new patients on there system yet it can't deal with the current patients its has. Very appalled, happening time and time again not only for myself but for other people within the community. They have taken on extra receptionists for the calls but it actually hasn't brought the wait time down it has now increased.
GP surgery review: coquet-medical-group
Title: Long waiting time to order prescription
Rating: 2 out of 5
Visited: October 2022
After waiting 1 hour and 20 minutes I eventually got through to the prescription line. I have requested my repeat prescription be renewed for the last 2 months and was assured it would be but it hasn’t. Am I going to have to wait another  hour plus next month to order again. You seriously need to improve your service Coquet medical group
GP surgery review: coquet-medical-group
Title: robotic
Rating: 1 out of 5
Visited: February 2022
My feeling is this is a great practise if your thick or dead.. I strongly recommend that you look after yourself because they won't.
GP surgery review: ponteland-medical-group
Title: Excellent service
Rating: 5 out of 5
Visited: September 2022
Have needed to visit the practice a couple of times recently,the latest visit I phoned in the morning and was seen by a doctor later that day. The detail and care I received has been excellent . I think all the staff are very professional and helpful.Keep up the fantastic work it is appreciated.
GP surgery review: ponteland-medical-group
Title: Great para medic appointment
Rating: 3 out of 5
Visited: August 2022
Had an appointment at surgyand assumed it would be with a doctor but who turned out to be para medic who was excellent 
Very approachable thorough and arranged immediate hospital appointment 
I would ask to see a pats medic in preference to a GP in future. Could para medic replace doctors for first call visits
Don’t know how long it takes to train a para medic versus GP but imagine it will be quicker and could solve the GP shortage
Very happy with the result
GP surgery review: ponteland-medical-group
Title: worst of the worst
Rating: 1 out of 5
Visited: April 2022
this doctors is absolutely shocking, can never ever get in contact with them. They didnt give me my blood results for 2 weeks took me to ring and ask for them then they told me my bloods were irregular so they defo should have contacted me! 

Every single appoitment gets delayed and then they couldnt care less about you waiting. 

Every single person rings at 8am for appoitments , you spend 20 mjnutes on hold to be told theres none left. 

Theyl tell you there gonna ring u back certain time and day then just call whenever they fancy it! 

Couldnt recomend them any less.
GP surgery review: ponteland-medical-group
Title: Consistently Terrible
Rating: 1 out of 5
Visited: January 2022
A series of terrible experiences here has left me with next to no faith in this practice, yet somehow I’m still left feeling disappointed with almost every new interaction. 

Any attempt to book an appointment here is difficult and frustrating. You can’t seem to make an appointment unless you call at 8am, when new appointments are “released,” and if you are lucky enough to get through, the likelihood of getting one in the near future is slim to none. I say lucky enough, because for the most part you are left on hold until you either give up or the line disconnects. 

In the past, I have made an appointment and upon showing up for it, they had no record of this whatsoever. 

If you are ordering repeat prescriptions, you can leave a message on the prescription line, but this does not get actioned immediately which can be annoying if your medication has to be ordered in by your local pharmacy. 

In the past, I arrived fifteen minutes before closing as I needed to drop off a sample. Upon arrival, the doors were closed and locked. I attempted to call, but of course, was unable to get through. I saw someone inside the building, knocked on the glass but was ignored. 

Some of the administrative staff are blunt and rude, though others are pleasant enough. The GPs and nurses have been very good in my experience but unfortunately you have to conquer the administrative hurdles to even see them. 

I am unfortunately limited to this practice, as I am unable to use anywhere else as my postcode is not in the area, which is a shame because given the option to choose another practice I would do so in a heartbeat. 

As a result of my experiences here I have simply avoided using them where I can, even in instances where I really should see a doctor. I know it could be harmful to do this but I simply cannot bear to endure the mental gymnastics of something that should be so simple.
GP surgery review: james-street-group-pract
Title: Does anybody actually work here?
Rating: 1 out of 5
Visited: May 2022
Shocking service. Tried x5 times to get an appointment, calling from 8am each day of the week. Always number 40+ in queue. Finally get through after 1 hour+ waiting to be told no Doctors Appointments are available. COVID restrictions now being ramped down however this surgery seems to have no Doctors at all working in the surgery. I cannot show my strange lump any other way than in person.
GP surgery review: james-street-group-pract
Title: Shocking patient care
Rating: 1 out of 5
Visited: May 2022
After trying for 4 days to get my 83 year old mother an appointment I decided to take her to the surgery, was told that there was no appointments available and would be rang by a doctor. Was finally rang by a nurse practitioner at 5.20 and told to try and make an appointment the following week when the doctor would be available. Shocking.
GP surgery review: james-street-group-pract
Title: Needs Investigating
Rating: 1 out of 5
Visited: January 2022
They do not answer the phones, some of the receptionist's think they know better than the doctors.  Cannot even get to see a doctor.  Prescriptions are not processed correctly.  No communication.  Needs to go back to the separate doctors surgeries.
GP surgery review: hill-brow-surgery-pms-practice
Title: Diabolical
Rating: 1 out of 5
Visited: April 2023
Absolutely impossible to get through to HB Surgery at any time of the day.
Needed to get in touch to get my vulnerable elderly mothers cancer tablets sorted and had to resort to going up in person.

The practice is clearly not fit for purpose.

The receptionists who do work there though do a fantastic job for the pittance they are paid.
GP surgery review: hill-brow-surgery-pms-practice
Title: Admin needs work
Rating: 3 out of 5
Visited: February 2023
I will start with a positive, as an nhs senior manager myself I always wish to highlight exemplar practice! I have recently gone through a testing time for my health and I can only commend the nurses, healthcare assistants and doctors for their outstanding professionalism, compassion and willingness to go the extra mile. However, I cannot reciprocate this praise for the reception staff, well specifically certain members of staff who has been exceptionally rude to me on several occasions, has been over heard mocking me and does not demonstrate an ounce of what I have mentioned above. I have repeatedly defended this practice with regards to the medical and nursing care delivery but I must concur with others around the administration. I wholeheartedly understand the pressures gps and the nhs face, more than most, most likely and if a member of my team was behaving in the nature some of the reception team do I would be seriously looking at a the training I provide staff with, value based recruitment and ultimately my leadership. When a GP phones you as they have checked your records and are concerned you have rung and been ignored it should ring alarm bells! I shall be contacting the practice manager once I can obtain details, as the website is currently down