Crawcrook Medical Centre

Impressed with the new patient check process

New patient check today. Very impressed.

Impossible to reach by phone

Extremely difficult to make contact with - does not meet expectations for accessibility.

Reception staff made me feel like an inconvenience

I have been attending this medical centre throughout my adult years and have noticed a significant decline in its standards. Securing appointments has become increasingly difficult. When an appointment is eventually obtained, there is often a considerable wait, and it is frequently with a clinician who is unfamiliar. There appear to be recurring issues with appointment scheduling and referral processes. The reception team's demeanour leaves much to be desired, often making patients feel like they are imposing. The check-in process has changed and no longer involves traditional booking. The reception area lacks adequate privacy, with conversations being audible throughout the waiting room and to those queuing, whilst the automatic doors open and close repeatedly. The overall experience at this medical centre feels disorganised and poorly managed. Attending this facility has become something I only do when absolutely necessary. I find the prospect of engaging with this medical centre quite stressful.

Reception turned away urgent walk-in patient

I had a minor cut that was bleeding heavily, so I attended the centre around mid-afternoon hoping to receive a quick dressing. The reception area appeared quiet, and I asked if someone could briefly assess the injury. I was informed that an appointment would be necessary, with availability potentially several weeks away. This meant I had to travel to another centre by public transport, where I experienced a lengthy wait for treatment of what was a relatively minor wound. I found the situation frustrating given the circumstances.

Phone queue system needs improvement

It is frustrating to attempt contacting the practice by telephone, as there is no indication of your position in the waiting queue.

Long wait times and unhelpful staff experience

I have had a very disappointing experience at this practice and would not recommend it to others. I would suggest exploring alternative healthcare providers.

Merged practice struggling with appointment availability

Since the practice in my area merged with another nearby location, the service quality has declined significantly with very limited appointment availability. I was directed to use an online consultation service through their website, however this particular option does not appear to be accessible for my practice.

Long waits and lack of continuity

The appointment waiting times were longer than desired, and I was subsequently referred to alternative practices. There was a lack of personal connection established with the healthcare provider.

Long wait but staff were friendly

The reception area was quite crowded.

Straightforward appointments when I need them

The few times I have needed to visit, I have not experienced any issues.

Urgent referral and thoughtful follow-up call

I attended the surgery during the summer months and was seen by a clinician who took prompt action to arrange an urgent referral and ensure I received appropriate care. The clinician also made a follow-up telephone call after my diagnosis to check in, which demonstrated a professional and caring approach.

Friendly staff made booking appointments straightforward

I have been a patient at this practice for many decades and have consistently had a positive experience. Booking appointments has never been difficult, and I have always found the team to be welcoming and supportive. The care I have received has been excellent whenever I have required it. I am mindful of the pressures the practice faces and try to use services responsibly. The availability of telephone consultations is particularly beneficial as it suits my circumstances well.

Phone queues keep cutting off mid-call

It is frustrating to attempt contacting the practice by telephone about medication requests, as calls are frequently disconnected after waiting in a lengthy queue, requiring the process to begin again from the start. This situation creates considerable stress and worry. When attempting to schedule an appointment, being informed of a significant wait time was disappointing and concerning.

Felt unheard and dismissed by the practice

The medical staff at this practice were not helpful and did not provide the level of service I expected.

Practice listened and supported through serious illness

I have experienced significant health challenges over the past year, including a serious condition that required surgical intervention, from which I am gradually recovering. My spouse and I both work in healthcare professions with considerable combined experience in our field. The standard of care and professionalism demonstrated by all members of the team has been outstanding. Having worked within the NHS for many years, I am well-positioned to recognise excellence in healthcare delivery, and this practice has consistently demonstrated care that exceeds what I would typically expect.

Repeat prescription system needs sorting out

Attempted to request a repeat medication by phone from early afternoon without success. Downloaded the application as an alternative, though found it quite frustrating to use. Remains unclear whether the request was actually submitted. The previous method of leaving a message seemed more straightforward and effective. Not satisfied with this change if it represents an improvement.

Reception refused to help visually impaired patient

I would rate this experience far more negatively if possible. My family member has a visual impairment and was instructed by reception staff to use the digital appointment system despite being unable to do so. The same staff member then declined to book appointments for our children through alternative means. The practice appears problematic across multiple areas, from reception staff conduct to clinical staff behaviour, including instances of patronising language towards patients. Additionally, concerns were raised regarding infection control procedures, specifically regarding equipment sanitation between consultations. The overall standard of care and professionalism at this surgery is deeply concerning.

Quick and friendly vaccine appointment experience

Attended this morning for a routine vaccination appointment. The organisation was excellent and the team members were very welcoming and helpful. My appointment was scheduled for mid-morning and I was finished and leaving within a couple of minutes of the appointment time. Many thanks for the efficient service.

Receptionist dismissed my concerns without listening

Extremely disappointing experience when attempting to book an appointment. The receptionist indicated that my concern did not meet the urgency criteria for scheduling. I found this response frustrating and felt the call was terminated abruptly in a manner I considered unprofessional. This situation requires immediate attention and improvement.

Clean reception and helpful staff throughout

The reception area was well-maintained and spotless. The staff at the front desk were courteous and attentive, providing helpful assistance. The clinical team members were equally professional and accommodating throughout my visit.