Crawcrook Medical Centre

Impossible to get an appointment here

Absolutely terrible. If the medical staff were to take industrial action, I would be inclined to join them in protest. At least then I might actually manage to get an appointment with someone.

Communication failures made medication access difficult

I am frustrated with the communication issues at this practice. My husband has a serious ongoing condition and depends on specific medication to manage his illness effectively. He requires regular blood tests every three months to continue receiving this medication. He attends a hospital clinic monthly for blood work and was informed that he would not need to attend the surgery for the three-monthly test as the monthly hospital test would fulfil this requirement. However, when his prescription was due to be renewed, it was not issued because the practice had no record of the blood results. This meant arranging an urgent appointment, during which time his medication supply ran out. When my husband explained to a staff member what the hospital had advised, they were able to locate the results on the practice system. It seems the prescribing team did not check the available data before processing the prescription. This is not an isolated incident. Attending the surgery requires considerable effort on our part due to mobility and equipment needs. It is disappointing when tasks are not completed with proper attention to detail.

Phone diagnoses missed serious chest infection

I had a deeply frustrating experience with the care provided for my young child over several months. My child experienced a persistent cough lasting around five months, and despite making multiple attempts to secure an in-person appointment for a proper examination, I was repeatedly offered remote consultations instead. The diagnoses provided through these remote assessments proved to be inaccurate. Following one such remote diagnosis, the symptoms worsened significantly within days, prompting a hospital visit where clinical examination revealed the actual condition was different from what had been suggested. More recently, when the cough deteriorated further, an inhaler was prescribed following a remote consultation. After speaking with another service today, I was advised to attend a walk-in centre for proper assessment, where a different diagnosis was identified. I feel disappointed that children at this practice do not appear to receive priority for face-to-face appointments, which would allow for thorough clinical examination. This experience has led me to seriously consider registering with an alternative practice, as I believe the current standard of care falls short of what should be expected.

Phone queue blocked my prescription check

I contacted the practice this morning to inquire about the status of my repeat prescription, which has not yet been collected from the pharmacy. The automated message indicated that I was unable to speak with anyone directly to track down the prescription, nor was I able to visit the premises to check on it in person. I understand this is not a reflection on the reception team, but I found it frustrating that telephone inquiries could not be accommodated given the low transmission risk of phone conversations.

Couldn't get the referral I needed

Extremely disappointing experience. The referral process proved to be very difficult, and I am now looking to switch to a different practice.

Couldn't get help with my requests

The practice has developed a poor reputation locally, and I have decided to switch to a different GP surgery. Throughout my time as a patient, I have not felt that the clinical staff have adequately addressed my health concerns or responded to my requests in a satisfactory manner.

First nurse was great, second caused bruising

The initial healthcare professional provided excellent care, however the subsequent appointment resulted in a significant bruise.

Desk staff made space when fully booked

I cannot express enough gratitude for the care I received at this practice. The reception team demonstrated exceptional courtesy and helpfulness, whilst the clinician I saw was both competent and compassionate. Although I was initially informed that appointments were unavailable, the team made an effort to accommodate me. I recognise that this is a particularly busy facility, and I appreciate that this is simply a reflection of demand rather than any shortcoming on the practice's part. I am genuinely appreciative of the excellent service provided by everyone involved.

Long phone queues for test results

Attempting to reach the practice for test results has proven challenging. After calling yesterday and waiting approximately 40 minutes, I tried again during lunch today and spent over an hour on hold without reaching anyone. This afternoon I called once more and have already been waiting well over half an hour, with several callers ahead in the queue, so it appears unlikely I will connect with someone soon.

Couldn't get through on the phone

Disappointing experience.

Couldn't get through on the phone

This establishment is quite remarkable!

Reception staff dismissed concerns over the phone

We have been attending this practice for a year and have found the experience deeply disappointing. I have repeatedly called to request appointments for my young child, and on numerous occasions the reception team have been dismissive and unhelpful during these calls, suggesting the matter was not urgent enough while promising to relay the message to the doctor. However, the doctor has subsequently called back advising that my child needed to be seen immediately, and in many cases this has resulted in onward referral to hospital. It appears the reception staff are making clinical judgements that they are not qualified to make. Additionally, I have felt compelled to misrepresent the nature of my own health concerns when booking appointments, as I have experienced a perception that mental health issues are treated as less urgent than physical health problems. This approach to prioritising different types of health concerns is troubling. The negative feedback about this practice is, in my view, understandable.

Reception desk left queue unattended too long

Things didn't go smoothly on this visit. I waited at the reception desk for around 5 minutes before someone became available, by which time several other patients were also waiting. There was no greeting or acknowledgement of the wait, just an explanation about what they had been doing. It felt like the service wasn't being delivered with the patient experience in mind, and I felt the team could benefit from understanding that they're here to serve the community rather than the other way around.

Reception staff could improve their courtesy

Cannot fault the clinical staff however reception staff need to learn that saying please is part of their remit. The receptionist today was brusque to the point of rudeness, perhaps they would be better suited to a role without a customer-facing element.

Receptionists were dismissive and unhelpful

The reception team would benefit from enhanced customer service training. The interaction was unpleasant and left me feeling very dissatisfied with the overall service experience.

Impossible to book appointments here

Not a useful service. Appointments are consistently difficult to obtain regardless of when you attempt to book or how urgent the need is. This leaves patients with no choice but to seek care elsewhere.

Seen promptly and treated with care

Consistently attended to promptly, very satisfied with the service provided overall.

New surgery struggles with appointment availability

The new facility cost a significant amount to build, yet the service has fallen short of expectations. Obtaining an appointment when unwell proves consistently difficult, and there have been recurring issues with prescription management. Overall, the standard of care has been disappointing compared to other practices I've experienced.

Reception staff attitude caused serious concern

I had a very negative experience at this practice. I have concerns about the standard of care provided during a visit involving a young child. I would advise being cautious when interacting with reception staff, as the quality of service can be inconsistent.

Receptionist unhelpful when booking urgent appointment

I was very disappointed with the level of care and attention provided. When I contacted the practice this morning to request an appointment with the nursing team, I was unable to secure one for several weeks. Despite mentioning my relative's advanced age, this did not appear to influence the availability offered. I also noted that when the receptionist consulted with a colleague, they were unwilling to assist. I am now exploring other healthcare options for my relative.