Consett Medical Centre

Reception treats patients like an inconvenience

I would rate this practice much lower if possible. The systems and processes appear significantly outdated and in need of modernisation. There seems to be an attitude where patients are viewed as burdensome rather than valued. Throughout my time as a patient over recent years, nearly every aspect of my experience has been problematic, whether dealing with prescription management, accessing my medical records, or receiving appropriate follow-up care following a significant health event. Obtaining an appointment during periods of illness proves extremely difficult, yet the practice appears willing to discontinue medications without adequate notification, and subsequently requests appointments for tests that feel unnecessary. The overall approach lacks compassion and genuine concern for patient wellbeing. I am considering transferring my care to a different practice that demonstrates a stronger commitment to supporting their patients.

Practice has lost its personal touch and care

This medical practice has experienced a noticeable decline in service quality. While many people have been patient and understanding about challenges faced during recent times, and have recognised that staff members operate under considerable pressure, there are now significant concerns that warrant attention. Obtaining face-to-face appointments with a regular clinician has become increasingly difficult. When appointments are secured, patients often see a different clinician rather than their usual one, and the allocated time is frequently insufficient to fully explain symptoms or concerns. Raising additional health matters beyond those initially mentioned is often not feasible within these constraints, leaving patients feeling like they are imposing a burden on the practice. The reception team plays a crucial role as the first point of contact for the practice. However, there appears to be a disconnect in how some reception staff interact with patients. It would be beneficial for the team to remember that their role is fundamentally about providing customer service and creating a welcoming environment. Making judgements about patients based on limited medical knowledge or adopting a dismissive tone undermines the supportive atmosphere that a healthcare practice should foster. Given these ongoing concerns about appointment availability, continuity of care, and the overall patient experience, the decision has been made to transfer the family's care to an alternative practice.

Difficult to book face-to-face appointments here

The practice maintains good cleanliness and accessibility standards. Obtaining an in-person appointment can present challenges due to the triage system that is currently in place. Many matters are resolved through telephone consultations, which are not always the most effective method of resolution. Online consultation requests are typically handled promptly and efficiently.

Receptionists blocking access with e-consult system

I feel compelled to be candid about my experience. My spouse works at a surgery located some distance away, and the level of patient care provided there is exceptional. In contrast, the approach at this medical centre appears to lack genuine concern for patient wellbeing. When attempting to contact the practice, patients are directed towards the online consultation system. I find this approach problematic and believe the focus should be on properly supporting patients. In my own situation, when I experienced breathing difficulties, I was advised against calling and instead directed to use the online system. This guidance came from reception staff, and I consider this approach to be unhelpful and, more importantly, potentially unsafe for patients. Fortunately, my spouse intervened and persisted in ensuring I received an appointment. Eventually I was seen, though I remain concerned that this reluctance to engage with patients over the phone could put people at risk. While the clinical staff I encountered were reasonably professional, the barrier to accessing care in the first place is the real issue. Reception staff create unnecessary obstacles that prevent patients from being seen, which is why I feel a one-star rating reflects my experience until the online consultation system is reconsidered and telephone interactions with patients become more respectful and supportive. If I were in a position of leadership at this practice, I would find the current situation deeply troubling. I would encourage anyone with concerns to contact the practice directly and observe the response they receive. The practice needs to reconsider its current approach and prioritise patient-centred care.

Couldn't get appointment when urgently needed

I have completely lost confidence in this medical practice. My elderly relative has been experiencing severe leg discomfort that has resulted in falls and injuries, yet despite following all the guidance provided by the staff, I am unable to secure an appointment.

Getting appointment and results felt unnecessarily difficult

Absolutely Shocking!! One star is far too generous!! I try to give the staff some understanding and recognise they are usually very busy, but almost every time I've interacted with this practice I've felt incredibly frustrated and annoyed by the service I've received. Getting an appointment with a clinician is an absolute nightmare, and the online consultation system feels ineffective (it seems necessary to adjust your answers in order to get a clinician to actually call you back). A few days ago we submitted a sample for testing and were instructed to call back the next day for the results. After experiencing significant discomfort for 24 hours we called back only to be told the test results hadn't come through yet and we were advised to call again the following day. Another 24 hours of discomfort followed. I called for the results as directed only to discover the practice was closed for staff training!! Surely this closure must have been scheduled in advance, so why instruct patients to call back knowing the practice would be unavailable!! The experience has left me feeling the practice is unreliable and I would recommend looking elsewhere!!

Impossible to get an appointment here

It is extremely difficult to secure an appointment at this practice.

Receptionists block access to doctors here

This has been the most disappointing GP surgery experience I've encountered, and I am actively seeking alternative care elsewhere. The approach here seems to prioritise avoiding direct patient contact, with communication consistently filtered through administrative staff rather than clinical professionals, which leaves one feeling like an inconvenience. I would recommend considering other options if feasible. I have submitted feedback to NHS England as I believe these concerns warrant attention. The administrative and nursing teams were not part of these concerns.

Nurses made mum feel well looked after

The nursing staff were wonderful and provided excellent care for my family member. Much appreciated.

Waited all day for a callback

I had a very disappointing experience waiting throughout the day without receiving a callback from the surgery.

E-consultation service made things easier

I have great respect for all the team at this medical centre for their efforts in managing their responsibilities during such a challenging period. I am very grateful for the assistance I received through the online consultation service, which has been truly valued.

Struggling to book appointments through busy phones

I have made multiple attempts to secure an appointment at this practice since registering approximately a year ago, but have consistently encountered difficulties. The telephone lines are frequently engaged, and there are considerable delays in obtaining available appointment slots.

Long-term patient disappointed by rushed appointments

The medical professionals at this surgery were excellent previously. Unfortunately, the quality of care has declined significantly. As a long-standing patient, I have found my recent experiences increasingly unsatisfactory. The consultations appear focused on efficiency rather than addressing my concerns thoroughly. While there may be capable staff members, I would recommend considering alternative healthcare providers. I have made the decision to transfer my care elsewhere due to my concerns about current standards.

Helpful reception staff despite appointment struggles

The medical professionals at this practice are excellent and the team members are very supportive. Even when appointment availability is limited, the reception staff make a genuine effort to assist callers and find solutions.

Appointment mix-up left me waiting hours

I attended the surgery experiencing significant discomfort. After waiting approximately an hour following what I understood to be a scheduled appointment arranged by the medical staff, I was asked to wait an additional period. Subsequently, I was informed that no appointment had actually been recorded in the system.

Frustrating repeat prescription ordering process

When attempting to arrange repeat medications, be prepared for a lengthy process that may test your patience considerably.

Phone lines constantly engaged and unreachable

Honestly, I would rate this experience as poorly as possible. Following a recent wrist injury, my cast was taken off six days ago. I was provided with rehabilitation exercises from the hospital and began completing them, which were uncomfortable but seemed important. Three days after starting these exercises, I noticed a loss of sensation in one of my fingers, and by the following day it had become almost entirely numb. I contacted the non-emergency medical line for guidance and, after going through standard health screening questions, described what I was experiencing. I was advised to contact my general practice surgery to have this checked. Over the last two days, I have attempted to reach the surgery repeatedly, encountering only engaged tones and disconnections. Throughout this period, my wrist remains significantly painful despite taking pain relief medication, and I have now developed additional tingling sensations in another finger as well. This is now the third day of attempting to get through to the practice, and if I am unsuccessful this morning, I intend to visit the surgery in person. I have made efforts to respect the appointment system and avoid turning up unannounced, but at this point the situation feels unreasonable and my symptoms continue to worsen.

Impossible to get same-day appointments through phone

This practice struggles to provide same-day appointments. The system requires calling at 8:30, but by the time you connect, all slots are typically unavailable. When directed to try an e-consultation instead, you're often told you need an in-person visit, yet no appointments can be booked. It seems the booking system hasn't been reviewed despite the volume of feedback about this issue. Multiple review platforms highlight this recurring problem. The practice would benefit from reconsidering how the booking system operates so that residents can access appointments when they need them, particularly given the area isn't exceptionally large.

Reception staff refused to take back used face shield

I had a concerning experience during a recent visit regarding infection control practices. Upon arrival, I was asked to provide a face shield to my child, despite having been advised by the attending clinician that this was not necessary. I was also aware that current guidance does not require this for children in this age group. After the appointment concluded, I attempted to return the used face shield, but was told by the reception staff that it could not be accepted back once it had been worn. I found this response frustrating, particularly given that my child had only worn it briefly during the consultation. I am disappointed by what I perceive as inconsistent application of infection control procedures and the manner in which my concerns were addressed. I intend to raise a formal complaint about this matter. I remain concerned about hygiene standards and would welcome the opportunity for the practice management to review this incident. I have retained the shield and would be willing to present it if the practice wishes to investigate further.

E-consult forms repeat questions without callbacks

Submitted an online consultation form on Friday with the expectation of receiving a callback within 48 hours. After waiting until Tuesday morning without contact, I completed another online form which contained repetitive questions. By Wednesday at midday, still no call had been received, so I decided to visit a pharmacy to see if I could obtain what I needed without a prescription. The current system appears ineffective and it would be preferable to have the option of speaking directly with a duty clinician rather than going through multiple forms.