Central Gateshead Medical Group

Reception staff were dismissive and unhelpful

I am quite dissatisfied with my experience. The receptionist was unhelpful and displayed a discourteous manner. I found this visit to the practice very disappointing overall.

Reception staff friendly and genuinely helpful

Looking at the critical feedback, I wonder if some reviewers have had experience with other GP practices for comparison. The front desk team are approachable and consistently demonstrate a helpful attitude. They've faced considerable demands during recent health challenges and I believe they warrant recognition for maintaining service continuity under such pressures. Certainly, occasional issues do arise, but when compared to the various GP practices I've attended previously, this one ranks among the strongest I've encountered. Should you find yourself frustrated by appointment delays and similar concerns, it may be worth considering the broader systemic factors that impact healthcare service capacity and staffing levels.

Rushed phone appointment led to dismissive in-person care

I aged out of children's mental health services midway through the pandemic and was advised to contact my GP for a referral to adult services. I called to arrange an appointment and booked in with the first available clinician. During the telephone consultation, I was asked very personal questions about self-harm and suicidal thoughts without any prior warning and in a manner that felt harsh. I requested either an in-person appointment or more time to prepare, but proceeded with a face-to-face visit. At the appointment, the clinician's demeanour was notably detached. While I understand the need for thoroughness, the questioning focused heavily on my family's mental health history rather than my own concerns, which I felt was inappropriate. I was advised against seeking medication and told to pursue counselling for anxiety and depression, with a comment suggesting I would naturally outgrow self-harm as it is common among teenagers. Given that I have been managing this since early adolescence, this response felt dismissive and insensitive from a healthcare professional. I left with a referral to counselling services. The admission staff member at that service expressed serious concern about the appropriateness of the referral, noting that my presentation—including active symptoms and significant risk factors—required a higher level of care. They directly admitted me to adult mental health services instead, where I am now receiving appropriate support and working towards a diagnosis. This delay in accessing suitable care set back my treatment by several months. My mother, who transferred to the same practice with an existing mental health diagnosis, had one appointment for an unrelated physical health issue. She reported that the clinician was similarly invasive and blunt regarding her diagnosis when this was not the focus of her visit. Additionally, I have experienced multiple appointment cancellations over recent months for various health concerns. These recurring issues raise questions about the overall functioning of this practice.

Impossible to reach by phone or online

The telephone lines are frequently engaged, and when they do become available, calls go unanswered for extended periods. It is difficult to reach anyone or arrange an appointment through this method. The online booking system for the practice is also inadequate. This issue predates recent circumstances and appears to have deteriorated over time.

Impossible to reach by phone for appointments

Unable to reach the practice by telephone to speak with anyone. Difficult to book appointments, and even after receiving a message requesting an appointment to be made, unable to secure one.

Paperwork mix-up nearly cost me scans

Misplaced important documentation and neglected to notify the relevant healthcare provider about a significant health matter. This created considerable difficulties and nearly resulted in missing essential appointments and procedures.

Reception barriers made getting care difficult

I found the service disappointing overall. The staff came across as unwelcoming, and there seemed to be unnecessary obstacles in accessing the care I needed. I received a text message from a support service advisor mentioning an attempted call, though I had no record of any missed calls on my phone. When I spoke to reception, they offered to pass on a message for the advisor to contact me. It seems unusual that a text message about a call attempt would be considered proper contact, particularly when I had no evidence of the call being made. I am uncertain how long it will take to receive a callback. Many patients appear frustrated with a system that creates hurdles to receiving care. That said, I have noticed a marked improvement in recent weeks, and the practice does now seem to deliver a reasonable standard of care overall.

Phone lines constantly busy and unhelpful

I experienced significant difficulty reaching the practice by telephone, with repeated attempts resulting in busy lines and dropped calls. This led me to contact an alternative service and subsequently spend an extended period in an emergency department for matters I felt could have been addressed at the practice level. While I recognise that challenging circumstances have impacted services, this accessibility problem has been ongoing for an extended period, and there appears to be limited effort to resolve it.

Long waits and phones always busy

This practice has been disappointing on multiple occasions. The phone lines are consistently busy whenever I try to call, making it difficult to get through. In my experience, it ranks among the poorest practices I've encountered in the area. Additionally, appointment wait times have been substantial, sometimes approaching two hours, and there have been instances where the reception staff appeared not to process my arrival properly. Overall, the service has fallen short of expectations.

Phone lines impossible to get through on

I found the experience of trying to arrange a telephone consultation at this surgery to be very frustrating. Despite being advised that an appointment was necessary, I was unable to get through when calling, and when I did make contact, I was told to ring back the following day as there were no available slots. I felt the reception staff were unhelpful and dismissive in their manner. It appears there is a lack of coordination between different departments, as I was expecting a referral to be processed within two weeks following guidance from another healthcare provider, yet after four weeks this still had not been arranged. I believe the administrative processes need significant improvement, and I would appreciate more professional and courteous interactions with all staff members.

Appointment delays and missed diagnoses in children

I was disappointed with my experience at the local medical practice. Beyond the lengthy wait times for appointments, I had reservations about the assessment and findings provided during visits. On multiple occasions, basic over-the-counter pain relief medications were recommended for my children when they were subsequently found to have a bacterial infection following an evaluation at the hospital the following day. I believe this may have resulted from the absence of laboratory testing such as blood or urine analysis at the practice. Overall, I felt let down by the level of care provided.

Long waits for appointments frustrate patients

The appointment waiting times are frustratingly long, often several weeks out. Getting seen requires calling first thing in the morning, and even then there is no certainty of seeing your preferred clinician. I am seriously considering switching to a different practice due to this experience.

Quick appointment booking made easy

Registered at this practice three weeks ago. Called this morning requesting a same-day appointment and was offered one shortly after. Arrived for the appointment and was seen promptly. The clinician I saw was empathetic, knowledgeable and approachable. All my records from my previous practice were already available on their system. I received appropriate treatment in an efficient manner. Very satisfied with the service provided. I wanted to leave this review as I had been hesitant about registering here after reading some previous feedback, but I'm now pleased I made the decision to do so.

Refused to sign mental health referral forms

I attended this practice on behalf of a family member who required referral documentation for two mental health support organisations located nearby. The practice declined to complete the necessary paperwork, which prevented access to these services. My relative is isolated and vulnerable, making this refusal particularly concerning. We have since transferred to an alternative practice in the area, which has agreed to process these referrals. I am disappointed by what I perceive as an unsupportive approach to mental health needs. I understand from conversations with mental health professionals that this may reflect a broader pattern affecting multiple patients at this practice, rather than an isolated incident.

Phone lines impossible to get through on

Experienced difficulty obtaining a medication refill after supplies ran out. Made multiple attempts to contact the practice over several days without receiving a response. Frustrated with the lack of communication and considering finding alternative care.

Friendly reception made me feel welcome

Visited this practice once and found it to be quite good. The healthcare professional I saw was genuinely pleasant and helpful!

Reception closure left no one available to help

The reception desk was closed for part of a day recently for staff training purposes, with no alternative cover arranged during this time. Obtaining an appointment with a nurse has involved a considerable wait of several weeks, and the same applies to completing registration. Even when presenting with urgent concerns, specialist referrals cannot be progressed, and emergency appointment slots are not available. This experience has been disappointing compared to other healthcare providers I have used.

Limited parking but convenient chemist access

A medical practice situated away from the main thoroughfare with restricted parking facilities. The surgery benefits from an on-site pharmacy, providing a convenient alternative to visiting other chemists located across the road.

Reception staff were dismissive and sarcastic

I attended this practice to arrange an appointment regarding a follow-up concern from a previous procedure. When I contacted the reception team, I found their manner to be dismissive and unhelpful. The receptionist questioned why I hadn't addressed the issue sooner and responded with sarcasm when I explained my situation over the phone. When I requested to speak with a manager, I was told I was being dishonest and making false claims. The manager defended the receptionist's conduct and suggested I was the one being rude, rather than addressing my concerns. I then asked to escalate the matter further to senior management, but the call was terminated without explanation. Additionally, I was offered an appointment at very short notice at a location some distance away, despite not being well enough to travel. Throughout this interaction, I felt the staff were unprofessional and dismissive of my needs. Based on this experience, I would not recommend this practice, particularly if you have mobility difficulties or require considerate handling of sensitive health matters.

Helpful staff who actually listen to you

This is my GP practice and they are very supportive. All of the staff members there are helpful.