Derwent Practice

Doctor listened and arranged swift specialist referral

Attended a hospital on a date in May experiencing severe pain. Initially, no appointments were available, so I contacted the out-of-hours service who arranged for a clinician to call me back. The clinician listened carefully to my symptoms, demonstrated genuine compassion and understanding of my situation, and recommended I attend another hospital the following day for imaging. Following assessment, I was advised that a particular type of scan would be more beneficial than an alternative option as it would provide clearer results. I also requested pain management support from my GP practice, which was dispensed within a couple of days. I subsequently received confirmation from both the hospital I attended and another hospital regarding my emergency imaging appointment scheduled for the following Sunday. I am very grateful to the clinician and all other healthcare professionals involved in my care, support and treatment. I truly appreciate the attentiveness and dedication shown throughout my experience.

Friendly reception made the visit worthwhile

It's simply a medical practice like any other.

Reception wouldn't book in-person without disclosure

When booking an appointment, if you choose not to share the reason with reception staff, the practice will only offer telephone consultations. Since I experience unreliable phone signal at home and have previously missed calls, I would prefer to attend in person. The receptionist's response made me feel as though I was being awkward for declining to provide this information. While this is apparently the practice's standard procedure, I was previously able to book a face-to-face appointment without needing to explain the reason a few months earlier. Overall, however, I have found both reception and clinical staff to be supportive and attentive to my concerns. P.S. Press option 3 on the phone system to bypass the introductory message and proceed directly to the queue for a doctor's appointment!

Reception team made booking really straightforward

EXCELLENT CARE AND EXCEPTIONAL SUPPORT.

Reception team helped coordinate my care smoothly

I attended a physiotherapy appointment today and had an excellent experience with the clinician. The reception staff were very helpful in directing me to another facility for a blood test, where I was seen promptly without any delay. A follow-up appointment with the physiotherapy team was arranged efficiently. Thank you to everyone involved 👍

Reception team made daughter feel at ease

My child had an appointment recently and the clinical team provided excellent care throughout the visit. They demonstrated genuine compassion, thoughtfulness, and a warm, approachable manner. I'm grateful to everyone involved for creating such a positive experience. My child was very pleased with how they were treated.

Reception team made registration really easy

What a wonderful and helpful practice! I have experienced many General Practices across the UK, and this surgery ranks among the very best. I assisted a family member with registering as a new patient during challenging circumstances, and the reception team was exceptionally supportive and accommodating. Many thanks+++

Wrong specimen pot caused hospital trip

This practice has not met my expectations. I experienced a lengthy wait of approximately four weeks for a specialist appointment, and upon arrival discovered I had been given an incorrect specimen container. Additionally, I scheduled a telephone consultation that did not take place, with the explanation being an incorrect contact number on file, despite the practice being able to send me a pre-appointment message beforehand. I have decided to seek care elsewhere.

Practice refused home visit for urgent injection

I was extremely disappointed that no one was available to administer an injection to help my child after a medical episode.

NHS app booking beats the phone queue

Complaints regarding appointment availability may be somewhat unfair given that outdated communication methods are often the cause. The NHS app provides a straightforward alternative with no telephone queuing required. This practice operates at high capacity within an area of significant need, which inevitably constrains available resources. Throughout an extended period, attempts to access specialist care resulted in physiotherapy referrals instead. Following a change of practice, a specialist assessment indicated that surgical intervention was necessary, though by that stage considerable time had elapsed and ongoing compensation strategies had taken their toll, resulting in lasting physical impact. While it cannot be stated with certainty what the outcome might have been had specialist referral been achieved earlier at the original practice, the likelihood of a different result would reasonably have been higher.

Friendly staff made the appointment process smooth

The team at this practice, from those at the front desk through to clinical staff, demonstrated efficiency and a welcoming yet professional manner. I would strongly recommend this service.

Receptionists blocking access to medical care

Disappointing experience with the service provided. While the practice clarifies they are not an emergency facility, the approach raises concerns about patient care standards. The reception staff appear to make clinical judgments beyond their role, which seems inappropriate for their position.

Reception staff dismissive when seeking urgent help

Visited this practice on a Wednesday in August. We are British citizens residing abroad. My teenage son had an accident while visiting relatives in the area. We needed to register with a local GP, which according to the NHS website is permissible if you meet certain criteria, which we believed we satisfied. The receptionist I approached for help and guidance at this surgery came across as dismissive, unwelcoming, and appeared indifferent to our situation. She made it clear the practice could not assist us and directed us to seek care elsewhere. Her manner suggested she was keen to end the conversation, despite there being minimal activity in the reception area at the time. We subsequently visited another local practice nearby and had a markedly different experience. The receptionist there was friendly and genuinely helpful, and we were able to register and see a clinician without any complications.

Sick note delays left us without support

My spouse underwent a procedure and received a medical certificate with an upcoming expiration date. We were informed that the practice could potentially extend it if needed. However, the recovery process is not yet complete, and further medical assessments are still required. The healthcare provider suggested an additional one to two weeks of rest would be beneficial. Unfortunately, we encountered difficulties obtaining the necessary documentation, as neither the hospital nor the practice seemed able to provide what was needed. This left us feeling unable to resolve the situation effectively. The overall experience felt frustrating, particularly given that someone still recovering from a health issue was unable to get the support required to remain off work.

Quick appointments with minimal waiting time

Outstanding medical facility. They consistently accommodate appointments promptly with minimal waiting times. The team demonstrates courteous and professional behaviour throughout.

Staff made moving here feel welcoming

Relocated to this area from Scotland and found the team to be excellent. Much appreciated.

Busy practice with genuinely caring staff

An exceptionally busy practice that operates at a slower pace, though the team members are wonderfully kind and clearly dedicate themselves far beyond what their compensation reflects. Appreciation goes to those who remain committed to serving the patients.

Professional team who really listened

This practice has consistently demonstrated professionalism and helpfulness throughout my interactions with them.

Staff were helpful and welcoming

Excellent team and outstanding care provided.

Well organised reception made booking easy

The practice demonstrates good organisational standards.