Consett Medical Centre

Dismissed without examination or proper help

I am very dissatisfied with my experience at this practice. I have attended on two occasions due to pressing health concerns requiring urgent attention. On both visits, rather than receiving an examination or a prescription, I was simply dismissed without support. The only availability offered to me was an appointment two weeks away. However, when someone is currently unwell and experiencing discomfort, an appointment in two weeks does not address their immediate needs. The help required is now, not in the future. Those seeking prompt assistance may find themselves without adequate support here. I do not feel my concerns have been valued as a patient. I would not recommend this practice.

Friendly staff who listen and help

My family and I have been registered with this practice for several years and have consistently received excellent care from both the administrative and clinical teams. All staff members have been courteous and have readily provided answers to any queries we have raised. It is possible that the manner in which some patients interact with staff may influence the quality of service they experience.

Receptionist helped us see a doctor quickly

My husband visited the pharmacy seeking guidance regarding a persistent cough and sinus issues. The pharmacy staff suggested he attend the surgery for a medical consultation. Upon arrival at the surgery, a friendly receptionist welcomed us, collected the necessary information, and arranged for us to see the available doctor. Within an hour, we had been contacted, seen by a healthcare professional, received a prescription, and returned home. This represents the kind of efficient and effective service that demonstrates the NHS functioning at a high standard. We were very satisfied with the experience.

Appointments late and communication completely missing

I found my experience at this practice to be quite frustrating. Appointments frequently run behind schedule, and there have been instances where communication has been unclear regarding who has contacted whom. I was left uncertain about the purpose of some calls I received. I felt that some consultations lacked thoroughness, with concerns being dismissed or attributed to anxiety rather than properly investigated. There have also been occasions when scheduled phone appointments did not take place as arranged. The process of booking an appointment initially proved difficult, and I was not satisfied with the new booking system. My interactions with reception staff were not always positive, and overall, I have not had a satisfactory experience with this practice compared to others I have attended.

Front desk staff unhelpful with online-only system

The practice appears to be heavily reliant on online systems, which makes it difficult to complete tasks through the reception desk. The front desk staff seem to have limited ability to assist with administrative matters.

Online booking system leaves people behind

The shift towards online appointment booking has its drawbacks, particularly for those without reliable access to the internet or the necessary technology. Even when the system is functioning, it frequently shows no available slots and simply provides a future date without the option to actually secure that appointment. The situation feels increasingly frustrating, especially as demand on our NHS continues to grow.

Filthy surgery with unhelpful staff

Extremely disappointing experience. The facility also appears to be in poor condition. I have decided to switch to a different practice.

Staff made me feel genuinely listened to

The team here has been friendly and helpful throughout my visits. I have received excellent care from the medical and nursing staff, and I feel confident in the support they provide. I am very appreciative of the assistance I have received.

Booking system fails without internet access

I found the booking system quite frustrating, as it requires internet access and there's no straightforward alternative if you don't have it. Visiting the surgery to complete a form and waiting for a callback felt like an inefficient process. I also noticed the reception staff seemed dismissive towards patients at the desk, with eye-rolling behaviour that felt unwelcoming. There appeared to be a significant queue of people waiting to speak with receptionists, likely because many had experienced difficulties with the online booking system.

Easy to book appointments and order prescriptions

My spouse and I have consistently received excellent care at the practice and have found it straightforward to obtain appointments whenever required. The process for requesting repeat medications has also been straightforward and convenient.

Reception staff were dismissive and unhelpful

The staff demonstrated an unhelpful approach that left me feeling frustrated. I was disappointed by what I perceived as barriers to accessing medical guidance and support. I felt concerned about the decision-making process and questioned whether appropriate expertise was being applied to my situation.

Long wait and disorganised appointment experience

I had to wait considerably past my scheduled appointment time before being seen. The consultation felt disorganised and somewhat chaotic. Afterwards, I was directed to leave through an alternative exit and had to navigate around the building as the main entrance was no longer accessible. This was not the standard of service I would expect from the practice.

Staff made immunisations calm and stress-free

Huge thank you to the staff member who administered the pre-school immunisations this afternoon. My daughter didn't cry during the appointment. The healthcare professional was absolutely brilliant with her, using creative approaches and age-appropriate language to help keep her comfortable. She was allowed to hold her comfort item and the staff member used distraction techniques with a toy to help my daughter stay calm. Despite watching the injection, my daughter was absolutely fine and has since told me it didn't hurt. Thanks so much for making it a stress-free experience for both of us :)

Polite staff helped resolve my query quickly

I consistently experience courteous and professional treatment from the entire team at this medical centre. Unfortunately, the challenges facing the NHS remain significant following the pandemic. I would like to extend particular praise to a member of staff who demonstrated exceptional dedication in addressing my concern today. Thank you.

Receptionist gatekeeping makes accessing care difficult

It feels inappropriate that administrative staff should have the authority to determine appointment availability based on the symptoms described by patients.

Impossible to get an appointment when needed

This practice feels completely inadequate as I am now certain that even in a serious emergency or crisis situation, I would be turned away with instructions to call back the following day. There seems little value in being registered with a surgery when accessing an appointment is virtually impossible.

Couldn't get through on the phone

There is little more to add except that the experience was disappointing.

Practice has improved significantly in recent months

The practice has shown considerable improvement over the past several months and is now a much better place to receive care.

Friendly receptionist made calling the practice easy

I recently called the practice back following a missed call from the previous week. The receptionist who answered was exceptionally cheerful and friendly! I have to say, I was pleasantly surprised by how welcoming and helpful they were. I often feel anxious about calling medical practices due to preconceptions about receptionist attitudes, but I genuinely appreciate how much patience and professionalism the reception team demonstrates when dealing with difficult situations. The practice has consistently provided excellent service, and I wanted to specifically commend this team member's outstanding customer service skills. Thank you so much :)

Reception staff went above and beyond

I experienced a loss in March, and throughout that difficult period the care provided by the practice was exceptional. Whenever I contacted reception, the team made considerable effort to assist me, and I remain deeply appreciative of their support. Working in healthcare is challenging, and I would encourage everyone to treat these professionals with the respect they deserve.