Consett Medical Centre

Staff were patient and really listened

The team members are consistently patient and professional in their approach. Much appreciated.

Early morning calls needed for appointments here

We have been registered with this medical practice for two years and have found them to be very good overall. Like many NHS services, they are quite busy, and securing an appointment typically requires either calling at opening time or visiting in person. There have been occasional instances where things have slipped through, but the staff have always been apologetic when this happens. Most importantly, when something appears to be a genuine emergency, they make a real effort to accommodate patients promptly. I have been very impressed with their service!

Long waits and circular referrals frustrate patients

This medical centre has been quite disappointing. When attempting to book an appointment by phone, the wait times are considerable, often lasting between 35 to 50 minutes, only to be informed that available slots are at least two weeks away. Additionally, when using the online consultation service, the response typically directs you to contact the practice by telephone instead, which seems to defeat the purpose of that service.

Quick check-in and minimal waiting time

The check-in process went smoothly and I was seen very quickly after arriving.

They always go the extra mile to help

I've consistently had positive experiences and appreciate how the team consistently makes an effort to provide additional support.

Phone queues made getting an appointment impossible

I found it extremely difficult to secure an appointment at this practice. The phone lines were consistently busy with lengthy wait times. Despite calling early in the morning, there were no available slots for the same day and the earliest appointment I could book was several weeks away. After being added to a callback list, I remained available by my phone for an extended period. When the practice finally called back, I had briefly stepped away and missed the call. The voicemail left provided minimal guidance and no further attempt was made to reschedule or clarify next steps. I was informed that calling at a specific earlier time would have been necessary to secure a same-day appointment. This timing requirement seems impractical for those with work commitments, as it would require calling at a precise moment and then waiting considerably longer for someone to answer. Later that day, I contacted the practice again to understand what I should do next. I spent a significant amount of time on hold during this second call. Across all my attempts to reach the practice that day, my total waiting time was substantial, which was particularly frustrating given my previous medical history with this issue.

Hard to book non-urgent appointments here

Obtaining an appointment with a healthcare provider can be challenging, particularly if the matter is not deemed urgent. I experienced a considerable wait of approximately two weeks before receiving a telephone consultation regarding a diagnostic imaging referral at the local hospital.

Quick appointment helped ease my anxiety

I was able to secure a prompt appointment and was seen by a considerate and compassionate clinician. I felt somewhat nervous about what the consultation might involve, but the healthcare professional's approachable manner helped to calm my concerns. I received a treatment plan following the appointment. I'm very grateful for the care provided!

Couldn't get through on the phone line

The practice does not meet expected standards and demonstrates concerning lapses in professionalism.

Quick appointment booking on the phone

Called at 8.30 for a routine medication review and received an appointment with a clinician later that morning. The staff were pleasant and helpful. Excellent service.

Receptionist wasn't able to help me

It has been difficult to receive assistance from the reception team.

Same old experience at the surgery

The experience was consistent with what I've come to expect!

Phone receptionists were dismissive and unhelpful

The telephone staff were unhelpful and dismissive. I felt that receptionists overstepped their role when I enquired about obtaining a repeat prescription after many years as a patient. I was spoken to in a patronising way and in a raised voice when I questioned this decision. Given that I am experiencing significant discomfort, I found the lack of understanding and compassion disappointing.

Phone calls go unanswered, staff remain unhelpful

I decided to leave my previous surgery because I felt the care provided was not meeting my expectations. I had concerns that patient safety was not being prioritised adequately, and I felt that certain health matters were not being treated with the seriousness they deserved. This led me to worry that some conditions could have been better managed with more appropriate intervention. I was disappointed by what I perceived as inconsistency with established clinical guidelines, and I felt that staff did not always thoroughly review available information before providing advice. I often felt that treatment recommendations were overly simplistic and did not address my individual needs. Overall, I found the practice to be unprofessional in several ways. The telephone lines were frequently difficult to reach, and I experienced interactions with staff that I found unhelpful and dismissive. I also had concerns about the approach taken by clinical staff members. When I raised a formal complaint, I did not feel that my concerns were handled appropriately or given proper consideration. I subsequently received care at other healthcare facilities, and the staff there expressed surprise at aspects of my previous care pathway. Based on my experience, I would recommend seeking care elsewhere if you are looking for a surgery that prioritises thorough assessment and professional service. I would encourage anyone considering their options to explore alternative practices in the area.

Couldn't get through on the phone line

Absolutely embarrassingly poor, I'd rather take my chances with my health condition than contact them again.

Getting an appointment feels nearly impossible

Securing an appointment at this practice feels exceptionally difficult.

Flu jab added without proper consent discussion

My elderly mother attended an appointment for a respiratory condition review today. My father had to remain in the waiting area. During the visit, a staff member suggested an additional vaccination and administered it without prior discussion. My mother had previously decided against this vaccination following a negative reaction to it years ago. I am concerned that this additional procedure was added to the appointment without proper consultation or consent, and feel this did not constitute an informed decision.

Staff were dismissive and the clinic felt disorganised

This medical facility has been disappointing. The staff members have come across as unhelpful and unmotivated, and the premises appear disorganised. The practice is consistently busy, yet it feels difficult to receive proper attention when appointments are finally secured. The overall service quality does not seem to justify the resources being requested.

Practice avoids face-to-face appointments too readily

The practice seems unwilling to provide adequate support, consistently directing patients toward online consultation services rather than offering face-to-face appointments. This approach feels unhelpful and frustrating, making it difficult to access the care you need. The service feels inadequate overall.

Phone queue blocked but symptoms still requested

Called early in the morning and managed to get through after waiting in a queue. I was asked to describe what was troubling me, but was then informed that there were no available appointments and suggested I try calling back the following day. I found it unclear why my symptoms needed to be discussed if no appointments were available, and it seemed that reception staff were making decisions about whether patients could see a clinician. This raised questions about the appointment allocation process. The reception team member was courteous and expressed regret about the situation. However, if there were genuinely no slots available, it seemed questionable to have the phone lines open at all. There was some confusion about whether appointments simply weren't being offered or whether they were genuinely unavailable. This pattern of difficulty accessing appointments appears to be happening repeatedly at this practice.