Central Gateshead Medical Group

Hard to reach and staff were dismissive on phone

Getting in touch and securing an appointment has proven quite challenging, and interactions over the phone have felt unwelcoming. I was given medication for indigestion when the underlying issue was actually a dietary intolerance. This came after a year of hospital visits where the cause remained unidentified. I eventually worked it out myself by reviewing my daily habits and recognising a pattern with certain foods and drinks. I attended twice with a urinary tract infection because the first appointment did not result in appropriate treatment. At the second visit, the condition was quickly identified and suitable medication was provided. There appears to be a pattern where some clinicians do not fully engage with what patients are saying. This lack of attentiveness seems to contribute to clinical oversights. Management at this practice would benefit from addressing this issue. I have not returned since and plan to seek care elsewhere when needed. Adding this reflection years after my initial experience: The practice has not provided the support I require. My ongoing health concerns have deteriorated significantly. Over a decade, the main barriers have been difficulty accessing appointments, and when appointments do occur, the same investigations are repeated without progressing to more comprehensive assessment. The approach appears to rely on trial-and-error prescribing rather than thorough investigation. More extensive diagnostic work does not seem to be pursued. I have chosen to pay privately for medical care instead of continuing with this practice. This decision stems partly from my experience here, but also from frustration with how long NHS processes can take. There is a sense that appointment slots and resources are not being used efficiently when initial investigations are incomplete, leading to repeated visits for the same concerns.

Dismissed concerns with wait-and-see advice repeatedly

This should be 0 stars. I attended with a health concern that was worrying me, but after being advised to adopt a watchful approach, I felt compelled to seek care elsewhere at a private facility. Following that consultation, I received a recommendation to undergo blood work, yet when I returned to my usual practice, I was unable to obtain the support I needed. I have visited on multiple occasions and each time received similar guidance to simply allow more time to pass. It is disappointing to have a healthcare provider nearby who appears reluctant to offer meaningful assistance with matters that are causing me genuine concern.

Phone queue left me hanging without resolution

Spent over two hours waiting on hold only to reach number three in the queue before being told nobody was available and the call was disconnected. I have been attempting to secure a telephone appointment for more than a week without success. This experience has been extremely frustrating and an apology alone does not adequately address the situation.

Impossible to book an appointment here

Obtaining an appointment at this practice proves to be extremely difficult.

Told I'm not registered despite recent visits

I rang early in the morning attempting to schedule an appointment, but was informed that I was not listed as a registered patient at this practice, despite having attended this GP surgery on multiple occasions previously.

Receptionists were dismissive and unhelpful

The reception staff were unhelpful and discourteous. Appointments were cancelled multiple times without adequate notice. There were significant delays in scheduling routine tests. The appointment booking line was extremely difficult to reach during peak times. Overall, the service fell well short of expectations.

Long wait to book an appointment here

Pleasant healthcare facility, though appointment scheduling can take a while xxx

Promised appointment never materialised without explanation

Extremely disappointing experience. I was informed several months ago that I would require certain tests and imaging, and was assured an appointment would be arranged. However, the appointment never materialised. After following up multiple times, I was subsequently told that the imaging is no longer considered necessary. The service provided has been frustrating and difficult to navigate. The practice's description of itself as 'friendly and caring' does not align with what I experienced. Edit - The receptionist I spoke with on the phone was genuinely helpful and compassionate, which is why I've adjusted my rating upwards.

Felt unheard and dismissed at appointment

The experience was deeply disappointing. There were concerns about the accuracy of the assessment provided, and I felt that my needs were not adequately addressed during my visit.

Phone lines require many attempts to reach

I previously lived in the Gateshead area and was registered with this practice. Getting through by telephone proved extremely challenging, requiring numerous attempts before reaching the automated system. When I eventually spoke with a member of staff, I found their manner to be quite unpleasant and their communication style left much to be desired. During a recent call, my interaction with the receptionist was disappointing and discourteous. In my view, this GP surgery requires significant improvements or should consider substantial changes to its operations.

Impossible to book appointments, impossible to get care

This is the worst GP practice I have ever been registered with. The clinical staff themselves are excellent when you finally manage to see them. However, the way the practice operates is deeply frustrating. They make it extremely difficult to obtain an appointment, and accessing care feels nearly impossible. When I raised concerns about a health issue and attempted to book an appointment over several days, including multiple calls and an in-person visit, I was unable to get anywhere. The response I received was dismissive, essentially suggesting I should attend hospital if I was sufficiently concerned. This felt like unhelpful guidance, as GP practices should serve as a first point of contact and help reduce unnecessary hospital visits. I subsequently transferred to another practice, where my concerns were addressed promptly and effectively. If you are considering your options, I would strongly recommend looking elsewhere. The service here feels outdated and does not meet modern standards of accessibility.

Hard to get through on the phone

On a serious note, there were concerns about a significant medical condition not being identified during an appointment, which subsequently required extensive hospital treatment and multiple procedures. On a less serious note, there were minor frustrations such as administrative oversights with medication requests and the typical challenges experienced when attempting to schedule appointments by telephone.

Impossible to book an appointment here

I was unable to receive the assistance I needed. When I attempted to arrange an appointment through the booking system at 4pm, I was informed that appointments could not be scheduled at that time and that I would need to call at 8am instead. However, I have been experiencing difficulty getting through on the phone line, as it appears to be consistently busy.

Reception staff helpful and appointment ran early

Attended an appointment with the podiatry service today. The reception staff provided excellent assistance, and I was called through ahead of schedule. The practitioner I saw demonstrated extensive knowledge and displayed strong interpersonal skills throughout the consultation. I was very satisfied with the overall care and service provided.

Long-term patient frustrated by appointment access

I have been a patient at this practice for a considerable time, and I have noticed a decline in the quality of care. The clinicians appear reluctant to engage with my concerns, and obtaining an appointment has become increasingly difficult. In recent times, when facing health challenges, I have felt let down by the lack of support provided. As a result, I have decided to seek care elsewhere.

Receptionist was helpful and welcoming

My partner speaks very highly of their healthcare provider and has consistently positive feedback about their care.

Website booking system left me frustrated

Would have given no stars as the service was disappointing. After experiencing a urinary tract infection, I was informed I would need to wait over a week for an appointment. When I attempted to use the online booking system and completed a questionnaire, a message appeared stating the practice could not assist me and instructed me to call instead. This felt frustrating. I have since had to obtain antibiotics through another means.

Phone lines constantly busy and unreachable

Would give a lower rating if possible. I have been attempting to contact the practice for an extended period, but the phone lines consistently appear unavailable. Meanwhile, the reception staff seem to have capacity at their desks. This situation feels unacceptable and falls short of expectations. Healthcare services should be providing support. This particular practice has become a source of anxiety and stress for me, which is negatively impacting my wellbeing. The current situation is unsustainable and cannot be justified by ongoing circumstances.

Couldn't get through on the phone line

I have been attempting to secure an appointment for nearly two years. Despite making over 200 calls, the line remains consistently busy. The situation has been frustrating.

Impossible to get through on the phone

Having to wake up early to attempt calling at the designated time only to find the line constantly engaged or unanswered is frustrating. These connection issues can persist for extended periods. It feels counterproductive when healthcare facilities are meant to be accessible to those seeking assistance.