Overlake Clinics Newcastle Urgent Care's Online Review Report Card

The dr didn’t introduce himself so I didn’t know if he was a nurse or what and he literally spent less than a minute talking to us. It was the worst experience

Excellent care in a timely manner, and friendly service.

Excellent service

I normally love going to this place because in my previous experiences, the customer service and just the whole experience has been phenomenal but today I had an experience that really made me so mad. I understand, they choose to have a mask policy but it would be nice if it was consistent not only day to day, but also person to person (patient wise) I went in with my 3 and 4 year old. 3 year old is a covid child so they have been asked to wear a mask maybe 5 times in their life, and it never fares well. He has sensory issues and face/head objects are just normally a huge no unless it’s his idea. The 4yo wore theirs no problem cuz she thinks she’s cool. I mentioned that my 3yo has sensory issues and probably wouldn’t keep it on and they were so rude and didn’t care and I was honestly overwhelmed by it. I had a cranky toddler literally yelling at me over it and they didn’t even seem to care that it was causing such an issue. I honestly wouldn’t complain over something that seems so small, but I think the thing that really tipped me to the done point was the fact that there was a child there who was a little older than mine, who was coughing everywhere and no one asked that child or their parent to put a mask on. Why make it an issue with me, if you don’t make it an issue with everyone? And no, please do not reply with your copy/paste response. the fact that you didn’t care in clinic about a child with sensory issues isn’t gonna magically be changed by this review. Do better for your patients.

We went to the clinic to get our daughter's ear pain checked out. They offered us two choices 1) take pain med and wait for steroid ear drops 2) take steroid ear drops right away. We choose to take pain med and see how it goes. They sent the prescription right away to Walgreens and we decided to pick the medication from Walgreens on the way back home. Walgreens said that the prescription is written incorrectly and we were told to get a new prescription. This urgent care was closed by then and next day. Only option was to go to another urgent care from same chain next day. Next day they were gracious enough to get us prescription. I called regarding this matter to this urgent care and talked to someone called Megan. I would give zero star review if I could for the back office staff. She insinuated that I was lying by saying that their system would have records if what I told was true. She also barely let me talk by cutting me off again and again. I am not sure what happened with their system as it didn't keep track of updated prescription. I received the most horrible customer service from a clinic back office.

Everyone was amazing and the wait time was minimal.

Checked in, they stated it would be about an hour. I live 5 minutes away, so I asked if it was okay to leave and have them call me when it was time to come back, and if they could still keep my place in line. They said yes. They called 18 minutes later, which was GREAT! I immediately came back, and was in the facility 4 minutes after they called. They said “I’ll let them know you are here, and they should be right out.” 4 new patients checked in after I arrived, and when I asked if I was still in the queue, they communicated that because I left, everyone else had priority. When I asked, “so the 4 people that checked in after I returned have priority?” She said, “you are next, please sit.” I have been waiting an hour plus as I sit here writing this. EDIT - Moving from a 1 star to 2 star, as the nurse and doctor were very pleasant and kind. The reception staff needs to do a better job communicating clear expectations when you leave, as they will NOT save your place in line.

I went to another urgent care with a 5 hour wait and they recommended coming here, I was having bad vertigo and other symptoms was able to get seen right away and the receptionist tonight was wonderful and empathetic… the doctors and nurses were very helpful, welcoming, and cool! Clean environment. Glad I came here and I’ve decided to come back here again for future visits!

Awesome customer service! I was visiting my parents and had a sinus infection. They took my VA insurance and got me the help I needed, quickly! Thank you!

Staff was great! Timely, professional and very attentive!