Bridge and Monkseaton Medical Practice

Felt unheard and dismissed at appointment

The medical professionals at this practice did not provide the level of care and attention I felt I deserved as a patient.

Helpful staff made me feel supported

I consistently have positive experiences when visiting this practice. The entire team, including all clinicians and support staff, are consistently helpful and accommodating.

Long-term patient appreciates genuine empathy throughout

I have been a patient at this practice for over a decade and wanted to express that the level of service and compassion provided throughout the entire team is outstanding. From interactions with the front desk staff to consultations with clinical professionals and follow-up communications, the care received has been consistently excellent. The dedication of all staff members deserves recognition.

Thorough and genuinely willing to listen

The clinician at this practice is incredibly thorough, talented and empathetic. They always make time for patients, demonstrating politeness, courtesy and professionalism while consistently going above and beyond. I cannot thank the team at this surgery enough for all their efforts - they are genuinely excellent!

New team listens and shows genuine care

I have been a patient at this practice for many years since childhood. The previous clinicians were not particularly effective, however the current medical team are excellent and demonstrate genuine compassion towards their patients. My primary healthcare provider has consistently been supportive and attentive to my wellbeing across various health concerns.

Supportive care with thoughtful follow-up

This was my first experience using the practice, and I have no complaints whatsoever. The team demonstrated genuine care and understanding throughout my visit, and the subsequent support was excellent. I feel reassured that I'm receiving care from a trustworthy and capable service.

Patient and helpful with our concerns

I had a positive experience with the clinical team who assisted me and my family member with respiratory concerns. The healthcare professional demonstrated patience throughout our appointments and provided helpful support. I'm grateful for the care received.

Quick appointment after a long wait

It took some time to receive a response, but an appointment was eventually arranged for shortly after.

Unhelpful response to afternoon call

I called in the afternoon as I was experiencing discomfort and despite my test results being normal, I was told that the issue was with the timing of my call. No appointment was offered for the following day. When I rang back the next day, there were no available slots. I have been transferred between different people multiple times without receiving any assistance. I have been a patient here for many years and the service seems to be declining.

Reception staff deserve more patience and empathy

I have been a patient at this practice for approximately seventeen years. The quality of care can vary somewhat depending on which clinician you see, especially prior to the transition to the current management system. My usual healthcare provider is excellent and demonstrates genuine commitment even during challenging circumstances. It is worth remembering that when people are unwell, frustrated or distressed, they may not always communicate as thoughtfully as they might otherwise. The front desk team are also people deserving of consideration and understanding, as they are simply carrying out their responsibilities.

Long wait times made things worse

It's frustrating that my discomfort is severe enough to affect my sleep, and I've been dealing with this for several weeks. When I contacted the practice, I was told the next available appointment was over a week away, which felt disappointing. I found it difficult that I couldn't speak directly with a clinician, and it made me feel that attending the emergency department might have been a faster way to get seen.

Refused care over a broken phone

I would rate them far lower if possible. The practice declined to provide treatment due to a technical issue with my phone, which resulted in me needing to attend hospital for medication that should have been dispensed at the surgery. I am extremely dissatisfied with my experience. The staff tend to attribute responsibility to patients for circumstances beyond their control, such as not receiving prescriptions when documentation was not completed. They appear dismissive of patient concerns and frequently dismiss presenting issues as routine. Despite experiencing significant physical symptoms that substantially impact my daily functioning, I was told this was normal for someone of my age. The practice seems to undervalue mental health concerns, and there have been delays in obtaining necessary medications before supplies run out, leaving me without treatment for several days while waiting for prescriptions to be processed.

Reception staff wouldn't correct administrative errors

Unwilling to be flexible or adapt their approach when communicating with patients. They make errors with titles and how they record them. When they call back, you have to repeat everything from the beginning. It is not possible to request repeat medications through them as you are directed to contact the pharmacy instead. Overall, a disorganised practice that I would recommend avoiding.

Reception staff were genuinely helpful and kind

I have been a patient at this practice since its inception, having resided in the local area for many decades. The reception team has consistently demonstrated helpfulness, and the clinical staff have been excellent. The practice has undergone numerous transformations throughout the years, which reflect the evolving nature of healthcare services.

Phone queue left on hold without callback option

The reception service needs significant improvement. After multiple attempts to reach the practice by phone, I received an automated message stating that no one was available to take the call and to try again later. I would have preferred to be placed on hold until someone became available. While some of the longer-serving staff members provided excellent service, I felt that other team members seemed distracted and not fully focused on their duties.

Reception staff ignore patients at the desk

If I could give zero stars I would, the clinical staff are excellent at this practice but the front desk team are incredibly frustrating. They appear to lack compassion and fundamental interpersonal skills. They're frequently absent from the reception area when you approach, resulting in you repeatedly pressing the bell while observing them conclude conversations elsewhere before they acknowledge you need assistance. I work unconventional hours and can only make calls during limited windows of the day, outside of the prescription ordering times. I never experienced problems requesting my prescriptions through the standard appointment line until this practice changed ownership. Since then, the reception team have declined to process orders for certain medications, and in my mother's situation, they refused to process her request because she called ten minutes after the prescription line closed. This was particularly concerning given the nature of her medication and the potential health implications of suddenly stopping it. I am currently in the process of switching to a different practice and would encourage other patients to consider doing the same. Having attended this practice for over two decades without significant problems, the recent changes have been genuinely distressing. The clinical staff deserve recognition as they are genuinely skilled and consistently accommodating with appointment availability. Beyond that, the overall experience has been disappointing. I would advise looking elsewhere.

Quick appointments for children at this practice

The practice is excellent at accommodating same-day appointments, and my child is consistently attended to promptly during visits.

Reception staff showed no compassion whatsoever

The service felt lacking in empathy and appeared to prioritize financial considerations over patient care.

Reception staff lack empathy and basic courtesy

The newer members of the medical team appear competent. However, the front desk staff fall significantly short of expectations, demonstrating a lack of compassion and understanding that seems misaligned with a healthcare setting.