Crawcrook Medical Centre

Medication orders keep going wrong repeatedly

I have been a patient here for more than two years and have experienced ongoing issues with medication supply management. There have been instances where ordered items fail to arrive, and with automatic repeat prescriptions, I have encountered problems with items either not being delivered or arriving ahead of schedule, which has occasionally resulted in having to dispose of excess stock. I am planning to lodge a formal complaint and am seriously considering transferring to a different practice. 😡

Physiotherapy made my back pain significantly worse

I sustained a lower back injury and was prescribed physiotherapy. The healthcare team were unable to identify the underlying cause of my back pain as they declined to arrange imaging. Within a few days of beginning physiotherapy, my symptoms worsened significantly, with pain radiating into my buttocks and leg. The discomfort became so intense that I experienced sleep disturbance, mobility difficulties, and required an extended period away from work whilst trying various pain relief options. Despite my severe symptoms, imaging was not provided through the NHS, so I chose to fund a private MRI scan independently. This revealed a substantial disc protrusion in my lower back compressing a nerve. Prior to my injury, I had no radiating pain and was making gradual progress until I performed the recommended exercises. Upon researching these exercises online, I discovered multiple sources cautioning against their use in cases of disc herniation due to potential for symptom deterioration. I feel that recommending exercises without establishing the underlying cause is problematic, as this approach risks causing lasting harm if the exercises are unsuitable for the actual condition. The GP referred me to one physiotherapy service despite my symptoms worsening, and only after I obtained my private MRI scan and presented the results did they refer me to a specialist spinal physiotherapy team. I believe I should not have needed to pay privately to access the appropriate specialist service that I required from the outset.

Phone queues delay urgent prescription requests

The practice has improved somewhat from how it was previously, though it still falls short of the standard provided by the former surgery. UPDATE I have revised my assessment following recent experiences. One particular clinician has been excellent, demonstrating genuine care and helpfulness. Their involvement led to me receiving necessary surgery, and I am very grateful for their support. However, I cannot extend the same praise to other aspects of the service. Following my operation, I required strong pain relief medication to aid my recovery. I submitted a prescription request on Wednesday, but by Friday nothing had arrived. Given my severely limited mobility, I attempted to contact the practice by telephone. I made seven calls throughout the day trying to reach someone, but encountered lengthy waiting times and repeated disconnections. My wife visited in person and was informed the prescription was still awaiting authorisation from a clinician. By Monday morning, the medication had still not been received. My wife returned to the surgery, where she learned it had not yet been signed off, though it was now flagged as urgent. The prescription finally arrived on Tuesday morning, nine days after my initial request. This is particularly frustrating given the recorded telephone message stating prescriptions are processed within forty-eight hours.

Phone queue delays meant prescription wasn't processed

After spending a considerable amount of time on the phone to arrange a repeat prescription, I subsequently visited the pharmacy to collect it only to find that the surgery had not processed the request. Even the pharmacy staff member expressed frustration with the situation.

Long phone queues and broken promises

Extremely dissatisfied with the service. Called from early morning and remained in a lengthy queue position throughout. The practice has failed to follow through on previous commitments, which has now happened repeatedly. Management intervention is urgently needed to address the ongoing issues at this surgery.

Long phone queues, no appointments available anywhere

The state of primary care access is deeply concerning, and it raises questions about whether difficulties in obtaining appointments might contribute to broader health outcomes. I called at 08.00 and waited on hold until 08.30, only to learn that same-day appointments were unavailable and nothing could be booked for the next two weeks across any of the affiliated practices. This left me with limited options: attempt calling again the following day with uncertain results, or contact the out-of-hours service, which I chose to do since the local walk-in centre no longer accepts patients without prior arrangement. When I reached the out-of-hours service, I was informed that someone would contact me within two hours. A call came through approximately an hour later, but the connection was lost and there was no follow-up attempt. The entire experience was incredibly frustrating.

Couldn't get through on the phone

That's really disappointing to say the least.

Phone staff are rude and unprofessional

I have found my experience at this surgery to be extremely disappointing. The reception staff have often come across as unhelpful and unprofessional. When concerns have been raised respectfully, the response has been to invoke the zero tolerance policy rather than address the feedback constructively. I have perceived instances where staff have appeared dismissive or condescending during phone calls, and when this has been mentioned, explanations have felt dismissive rather than genuinely apologetic. Appointments frequently run significantly behind schedule, often by 30 to 45 minutes or more. There have been recurring issues with appointment confirmation errors, including confusion between telephone and face-to-face consultations, and incorrect appointment dates being provided. I have requested call recordings to clarify discrepancies when mistakes have occurred. On one occasion, confidential test results belonging to another patient were sent to my phone, though the clinical staff member did contact me to apologise for this error. When appointments do take place, follow-up referrals have sometimes been overlooked or delayed, requiring me to chase these repeatedly between the surgery and the adjacent pharmacy. Prescription transfers between the surgery and pharmacy have also been slow. Overall, the practice has felt reluctant to provide support, with staff sometimes appearing constrained by limitations beyond their control. I experienced a telephone consultation where technical difficulties made communication difficult, which meant the appointment was not productive. The practice has not provided the continuity of care I would have hoped for. Nearly four years after first raising health concerns, I remain without resolution and am considering changing practices.

Couldn't get through on the phone

Experiencing significant difficulty reaching the practice by telephone - very poor service quality.

Long phone queues delay urgent care access

Disappointing service...the situation continues to deteriorate. My relative, an older patient, experienced a head injury and was instructed to telephone at 8am to arrange an appointment with a healthcare professional for the following day. When calling at 8am, they found themselves significantly far back in the queue. After describing their circumstances, they were informed that no appointments were available and were asked to try calling again the next morning. This pattern repeated on the subsequent day. I encouraged them to contact the out-of-hours service, through which they were promptly processed and directed to attend an urgent appointment at the local hospital with the emergency response team within an hour. This resulted in them receiving the necessary clinical assessments. The practice would benefit from significant changes and review, as current processes do not appear to reflect NHS principles and values.

Helpful and thorough practice

This is a well-organised practice. The team is consistently helpful and comprehensive in their approach.

Chest infection missed at initial appointment

I attended an appointment earlier this week and was initially assessed by a nurse, followed by a doctor. I was told there was nothing concerning on my chest and no signs of infection at that time. However, by the weekend my condition had deteriorated significantly and I required emergency care at the hospital. I was found to have a serious chest infection and was prescribed steroids, antibiotics, and an inhaler. I'm now awaiting further tests related to my breathing. I felt my symptoms were not adequately addressed during my initial visit, and I'm concerned the situation could have been managed differently given how quickly my condition worsened.

Single phone line made appointments difficult

I have been a patient at this practice for 15 years and was very satisfied with the service previously. However, since the management changes affecting the three merged practices, I have experienced significant difficulties. The appointment booking system has become problematic, with limited phone lines available. On several occasions when my preferred location has been fully booked, I have been directed to alternative sites to access care. This situation appears to have developed over a relatively short timeframe rather than due to a gradual increase in patient numbers. My family member recently spent considerable time trying to reach the practice by phone to request an urgent appointment and was advised to use the online booking system instead. Following a period of several months during which I have needed to use the practice regularly, I have noticed an improvement in phone response times. The clinical staff have provided excellent care during my recent visits, and I have been impressed with their professionalism and attention. I recognise that the significant residential development occurring in the local area will create additional demand on the practice's resources and capacity for appointment availability. The pharmacy located adjacent to the practice offers a high standard of service and is a valuable asset to the area.

Phone queues improved and felt properly listened to

I have been a patient at this practice for a considerable time and have consistently had positive interactions with all members of the team. The telephone system has become more efficient in recent times, and I was able to secure an appointment within a fortnight, which I found satisfactory. When I called, I felt that the staff member took time to hear what I had to say.

Referral sent to wrong department, no resolution

Following nearly a year and a half of attempting to manage a long-term health condition, which resulted in significant employment difficulties due to declining health, I attended over eight appointments before eventually receiving a diagnosis and referral. Unfortunately, the referral was directed to an incorrect department. A subsequent three-month wait for a follow-up appointment followed, during which I was informed that the presenting condition had not been encountered in over a decade and all testing would need to be repeated from the beginning. During another consultation addressing complex mental wellbeing concerns—which had been significantly worsened by the ongoing health situation and the challenges experienced in receiving appropriate care—I was presented with what felt like a choice: pursue assessment for one aspect of my mental health difficulties, or rejoin a support list from which I had been removed after two years of waiting. This approach seemed to suggest that comprehensive mental health support addressing multiple interconnected conditions simultaneously was not available. The reality is that various mental health and neurodevelopmental conditions frequently occur together and require individualised, multifaceted treatment approaches. Treating only one aspect while neglecting others is insufficient for proper care. When attempting to lodge a formal complaint, I found no accessible contact details for the practice management team. Over fifteen months, my health has deteriorated considerably beyond what would have occurred had my concerns been taken seriously and current clinical guidelines been properly applied from the outset. The lack of accessible complaint procedures, combined with the fragmented approach to care, represents a significant failing. A healthcare service should serve all members of the community equitably, yet this practice appears to be falling short of that fundamental responsibility. The impact of prolonged delays and inadequate support on vulnerable patients' wellbeing is a serious concern that demands urgent attention and change.

Phone queue made booking impossible

Disappointing experience with this practice. I spent over 45 minutes on hold in a queue of five, only to be informed that no appointments were available at all. This remained the case even when I offered flexibility, stating I would be willing to wait several weeks for an appointment. The staff member on the phone repeated the same suggestion I had heard multiple times during my wait—to use an e-consultation instead—and became dismissive when I explained I had already waited 45 minutes and preferred to book a face-to-face appointment. I had no issues with the previous clinic arrangement, but since the consolidation under the current hub, the service has become increasingly problematic. Appointments are extremely difficult to obtain, repeat prescriptions experience delays, and prescription review appointments are sometimes overlooked. The overall experience feels unprofessional and frustrating. I have also been informed that I cannot be transferred back to my original clinic, despite it being my preferred location and despite never being consulted about whether I was comfortable with the significant travel required to attend appointments at the current location, particularly given how infrequently they become available. [UPDATE] Following my call requesting a face-to-face appointment, after waiting 45 minutes to be advised to use the online e-consultation service and being refused an in-person appointment, the e-consultation service subsequently responded to me today with a recommendation to call and book a face-to-face appointment.

Long phone queue left me frustrated

Absolutely unacceptable. Spent a considerable amount of time on hold. The queue position remained unchanged throughout, which appeared to prevent progress for other callers as well. Alternative contact methods were not accessible at the time. This situation requires improvement.

Staff took time to discuss vaccine options

Had a flu vaccination this evening and received a thorough discussion about the available options beforehand. This was a notably different experience compared to a previous vaccination appointment, which felt rushed and impersonal. The arm remained sore for an extended period following that earlier visit. The healthcare professional who administered today's vaccination was attentive and took time to address concerns, demonstrating excellent practice and care.

Reception needs more staff and better organisation

The building layout presents significant accessibility challenges. The reception area requires substantial improvements and reorganisation. The facility appears to have structural issues, with the car park positioned in a way that creates confusion about public access, as the designated parking appears to be in an inconvenient location behind the building. There is also frustration regarding the digital systems, as the previous app is no longer available and the current GP application is not functioning reliably. The reception desk appears understaffed for the volume of patients. The previous location operated more smoothly, and the current centre would benefit from a comprehensive review of its operational procedures and layout to better serve patients and improve overall functionality.

Impossible to reach by phone anymore

It would be helpful if the phone lines were more accessible, as reaching the practice and securing an appointment has proven quite difficult.