Northfields Surgery

The GPs are generally good here. However the management of the administrative side of the surgery leaves a lot to be desired. Receptionists are frequently short to the point of being rude and come across as doing you a favour instead of providing a service. If you have an issue you are advised to email the manager, Denise Hunt (or at least was a few months ago). However Ms. Hunt does not reply to any messages. A request to complete a referral form takes an inordinate amount of time. I am still chasing a form that was sent in over a week ago. There are certain very basic processes/training that could be introduced here: - train the receptionists in customer service. Being polite, friendly and having a “how may I help you” attitude would be helpful. A “customer” led mindset instead of a “you’re just another to do on my list and are a pain to me” would be a good start. - emails should receive an auto response with a thank you for your message and an estimated time to reply (not just disappear into a vacuum - the practice manager (or lack thereof), Ms. Hunt, should actually bother to reply to emails. It is clear that the issues with service and attitude start at the top and trickle down as is usually the case in poorly run organisations - a review of processes and a focus on how to improve them would be a good basic step - then again that requires a degree of leadership Workload may be high, patients may be demanding. However that is never an excuse for dismal service and attitudes. Ms. Hunt and her admin staff would do well to remember who pays their wages - yes...the taxpayer, your patients.

It is uncomfortable to call or have a question. The receptionists are so aggressive. I do not recommend this surgery. I will change surgeries at some point.

Rudest Receptionists ever. Its worth registering a GP surgery further away for that reason alone. The GP's are really nice but the admin team really let you down. They need replacing asap

Not as bad as everyone says! Lovely staff

Hopeless.. If you want stress join this surgery. Appt. System is archaic. Was asked to hold on which I patiently did for approx 15mins..clearly they forgot I was on the line. My mistake for registering because it was local. Good luck to anyone who is looking to join. I wish I trusted the negative reviews which I can endorse are100 per cent correct.