Catterick Village Health Centre

Hard-working practice that listens to patients

Within a stretched NHS general practice system, the clinicians I have consulted with demonstrate commitment to accessibility and make genuine efforts to listen to patients and work towards positive outcomes.

Reception lost hospital form and denied receiving it

Handed in a medical form in person during mid-week afternoon, relating to a thyroid condition and medication adjustment that had been requested urgently by the hospital. By the following Monday, the matter remained unresolved. The practice stated they had not received the documentation, despite the in-person submission and explanation provided to reception staff. The hospital subsequently sent multiple emails emphasizing the time-sensitive nature of the medication change, yet was informed of a standard processing timeframe that would not align with upcoming blood test appointments needed to monitor the treatment adjustment. The service felt inadequate in this instance, though the practice appeared responsive when concerns were raised formally.

Getting an appointment proved unnecessarily difficult

What does an elderly patient need to do to secure an appointment at this practice? They declined to conduct a home visit despite the patient's proximity to the surgery, citing that he was not formally classified as housebound. While experiencing considerable discomfort and unable to travel to the clinic, he required assistance from paramedics to facilitate contact with the practice regarding pain management. The practice appears to have a poor reputation among patients, reflected in its low average rating. Arranging delivery of specialist medications through this practice has proven to be a frustrating process. There is clear room for improvement in how this practice operates.

Reception dismissed concerns without consulting a doctor

I came across a social media post from someone who appeared to be in distress and seeking assistance. The post mentioned their general practice. I contacted the practice and suggested they reach out to the individual, as they were registered there, given that the person had mentioned significant weight loss and ongoing mental health concerns that didn't appear to have been adequately addressed. The situation seemed to indicate someone in genuine need of support. However, the response I received was that nothing could be done and I was directed to contact emergency services instead. I found this frustrating given that the person was an established patient at the practice. I suggested that a clinical member of staff might be better positioned to help than administrative personnel. I'm relieved this isn't my own practice.

Reception staff made us feel genuinely welcome

I have consistently received excellent care at this practice, both for myself and my family members. Having registered at numerous surgeries throughout my time living in different locations, I can confidently say that this practice ranks among the finest I have encountered. I feel assured of receiving high-quality care here, which has not always been my experience elsewhere. The reception team members are welcoming and easy to approach. They work well together as a cohesive unit, which translates into smooth and well-coordinated patient care. I am pleased to have found this practice and would strongly encourage others to consider registering here.

Impossible to book appointments here

It is extremely difficult to obtain an appointment at this practice. On the rare occasions when an appointment is secured, it may be cancelled shortly before the scheduled time, with the alternative being to rebook at another location. Another option is to attend a walk-in clinic and wait for several hours with no guarantee of being seen. The overall experience of accessing care at this practice is deeply frustrating.

Reception turned me away minutes before closing

I was confused about the drop-in service closing time of 10.30 - I arrived at reception at 10.17 after spending time finding a parking space outside the grounds. Once I had registered and taken a seat, I was informed by reception staff that they could not see me that day as all available appointment slots had been filled. While I understand the practice was busy, I felt this was contrary to the purpose of a drop-in service, and I would have preferred to receive this information from a clinician rather than from reception staff.

Busy practice but well organised

Hectic yet well-organised

Surgery sorted things out when it mattered

I find it difficult to see negative ratings for this surgery when, three years ago during a challenging time following a serious injury, they were there to support me. Although the initial appointment involved a considerable wait, the procedure was completed. Following my hospital discharge with minimal medication, I attended the surgery where the team resolved outstanding matters promptly and I left with the necessary prescriptions in hand. I can only express my gratitude and appreciation for the care provided. I would also like to extend my thanks to the local pharmacy, who responded quickly and efficiently to my needs.

Staff were polite despite the wait

Visited the local surgery today for a walk-in appointment. Although there was a delay and the schedule was running behind, the team members were courteous, friendly and supportive throughout. I appreciated the care provided. It's reassuring to have access to a nearby medical practice and dispensary in the community. Much appreciated.

Registration processed quickly and smoothly

I registered as a new patient and my registration was handled promptly. Following a recent hospital discharge, I had concerns regarding my medications. A member of the pharmacy team contacted me to confirm they would handle the prescription, and I subsequently received a call from the front desk confirming this had been forwarded to the pharmacy and would be available for pickup. All staff members I interacted with demonstrated helpfulness, compassion and politeness throughout - an excellent experience overall. Thank you.

Confusing clinic but staff were respectful

I genuinely can't tell if this is a medical facility or something out of a horror film. I'm probably going to face consequences for this but I'm being serious. One particular staff member reminds me of a challenging obstacle, and if you manage to get past them you receive the heartwarming reward of basic human respect. Lovely place would go again!

Practice manager's dismissive attitude made things worse

Update: Following my initial review, I received a letter in the post with a somewhat defensive tone, stating that all my calls had been recorded and reviewed. I have not attended to hear this myself but have requested copies of those recordings. However, I do not believe this addresses the in-person interactions that took place, and I am concerned about calls I received advising that certain tests would not be completed prior to commencing medication. Had these interactions been properly reviewed, I would expect them to have raised concerns. This practice falls significantly short of acceptable standards. They offered to assist me in finding alternative care, as though this was a helpful gesture when I was already planning to do so, despite limited options in the local area. If you have the ability to travel elsewhere, I would strongly advise considering other practices. I am exploring what further steps might be available to me and intend to pursue this matter if possible. ….. This practice does not merit a positive rating. The practice manager displayed what I found to be exceptionally rude and unhelpful behaviour throughout my interactions. This was particularly striking given my previous experience working within the NHS. The individual seemed fundamentally unsuited to a role requiring patient care and support. The practice referred me for private assessment, but subsequently refused to provide the necessary tests required for treatment of my condition, despite requests from the assessing medical team. I found this response deeply frustrating. I have neurodevelopmental differences that make in-person appointments challenging. However, the practice refuses to address even minor concerns through remote consultation, instead insisting on attendance at walk-in clinics with extended waiting times, which I cannot feasibly access due to school commitments. If you are considering registering here, I would strongly advise against it. You would likely receive better support and understanding from alternative sources. This practice has not met my expectations for patient care.

Friendly staff and clean, though signage could improve

Attended for a routine health check and was seen by a member of staff who was very kind and demonstrated excellent professional skills. The premises were clean and well-maintained. The only area for improvement would be clearer signage directing patients to the consultation rooms. 5 star

Reception staff were unhelpful and dismissive

The reception team's manner was unwelcoming. Overall, the experience was unsatisfactory, which led to the decision to register with a different practice.

Dismissed my second concern in one call

Terrible experience during a telephone consultation. The healthcare provider declined to address my secondary concern and stated that only one issue could be discussed per appointment, despite having adequate time available during the call.

Reception mishandled complaint about appointment handling

I arranged a private hearing assessment. As a veteran with hearing difficulties and arm nerve issues, I mentioned my plans to seek private care in another city. However, I felt my comments were misrepresented as a statement about relocating permanently. When I experienced arm swelling, I was told my writing ability seemed unaffected, and I perceived the interaction as confrontational rather than supportive. I submitted a formal complaint, and was subsequently informed that the staff member involved was no longer employed at the practice, though I have doubts about this account. Additionally, I was instructed to attend appointments in person despite reporting symptoms consistent with a contagious illness, with the explanation that all telephone consultations are recorded. I believe the complaint handling process did not follow proper procedures and feel this warrants investigation by the relevant regulatory body. I have since transferred to another practice where I feel better supported. The experience has left me with significant distress. I intend to escalate my concerns formally. In my view, this practice did not demonstrate adequate awareness of the needs of patients with military service backgrounds.

Walk in surgery made things really convenient

Attended a walk-in surgery session, which is a valuable service offered across multiple health centres on weekdays. It is reassuring to have access to this type of facility.

Reception staff made me feel heard

The receptionist had some difficulties, though their spouse was excellent. The examination experience was outstanding.

Phone reception was rude and unwelcoming

If I could give 0 stars I would. If you ring the office and have the misfortune of speaking with the office manager on the phone, I would suggest you hang up and try again. Heaven forbid you should call the surgery to request a doctor's appointment, particularly for a young child. I have never experienced such a rude, aggressive, obstructive and condescending manner in my life. I called to arrange an appointment for my child and was immediately met with an unpleasant tone for no apparent reason. To cut a long and distressing story short, I attended the surgery that afternoon with a pre-arranged appointment for my other child and came face to face with this individual who proceeded to be further rude and aggressive towards me for having called that morning to request an appointment. He remained rude and aggressive throughout, and I was holding an infant whilst managing my young child beside me whilst subjected to this behaviour. When we left, my child was upset by how the staff member had spoken to me. Unacceptable behaviour for absolutely no reason. I can see from other reviews that this appears to be a pattern of conduct with this staff member, and it seems he feels able to treat people poorly without consequence. I intend to escalate this matter in order to try and prevent others from experiencing similar treatment.