Dr Thorniley-Walker & Partners aka Boldon GP

Quick appointment when regular GP wasn't available

Attended an appointment with a nurse practitioner within two hours of contacting the surgery when my usual GP had no availability. The clinician demonstrated excellent care, was attentive, listened carefully without interruption, and proved very helpful. A urine sample was taken which revealed an abnormality, and this was sent for further analysis. The following day, a GP called with the results and advised attendance at the emergency department. I subsequently underwent imaging investigations which identified a significant finding. Without these timely interventions by the clinical team, my symptoms could have persisted for considerably longer. Thank you. (Possible further treatment may be required)

Reception didn't pass urgent message along

I contacted the practice this morning requesting that the receptionist relay a message to halt my regular prescription delivery and arrange for me to collect it from my local pharmacy the same day due to urgent need. Unfortunately, the message was not communicated as requested, resulting in a three-day delay before I received my medication. This experience has highlighted a concerning gap in how messages are relayed between reception and the wider practice team.

Reception staff were helpful and friendly

Excellent service and excellent care provided.

Phone queue hung up without answering

Disappointing experience. I spent considerable time waiting in the telephone queue to seek medical assistance for my elderly relative who is registered with this practice. After finally reaching the front of the queue, the call was not answered and the line was disconnected. While I understand the challenges the surgery faces, the lack of alternative contact methods means there was no other way to reach them for help. This felt like an unsatisfactory way to handle patient care.

Phone queue keeps disconnecting mid-call

Extremely disappointing. I have struggled to reach someone - on several occasions I have waited in a telephone queue only to be disconnected when nearing the front. This has occurred repeatedly. Remarkably poor service.

Appointment on time and felt properly listened to

Visited the practice today and was seen by a lovely locum clinician. The appointment ran on schedule, and I felt genuinely heard throughout the consultation. They took time to address my concerns thoughtfully, provided helpful guidance and reassurance, and I never felt hurried or like a burden. Really appreciated the care shown.

Phone queue system needs improvement

The practice does not return calls. When you contact them by phone, you are placed on hold and then the line is disconnected.

Appointment booking system needs urgent fixing

The appointment booking system is deeply frustrating. I was advised to attend the practice but found no available slots. When I called the following day, I was told to try again the next morning when more appointments would become available. I rang at the suggested time only to be informed that was incorrect and to call back after a certain hour. When I did call at that time, I was again told this was wrong and instructed to ring the following morning instead. I genuinely feel defeated by this process. It raises serious concerns about how vulnerable patients manage to secure appointments at all. The likelihood of booking an appointment seems slimmer than winning the lottery.

Quick phone appointment arranged same day

I have consistently received excellent care and service from the medical staff at this practice. The reception team members are frequently occupied with their workload but consistently make an effort to provide assistance. During a recent phone call made in the early afternoon, I was able to secure an appointment later that same day.

Easy to book appointments when you need them

I've been a patient at this practice for several years and have found it straightforward to secure appointments. The team members are genuinely helpful and demonstrate a real commitment to their work. While many people struggle with appointment availability at their surgeries, I haven't experienced this difficulty here. Given that I require regular consultations for ongoing health matters, I've consistently been able to book appointments without any complications. :)

Reception staff ignored me at the desk

I was disappointed with the reception experience at this surgery. I had to attend as my usual practice had no available appointments. I previously used a different surgery and found the service there to be considerably better. Upon arrival, the waiting area was quiet, yet the receptionists did not come to greet me at the desk. I repositioned myself to see into the office area, where I observed one receptionist occupied with their phone. I attempted to explain that my daughter's activity had overrun, making us slightly late, but I wanted to keep the appointment rather than cancel. I heard another voice from within the office, though this person did not come forward to assist me. Eventually, someone appeared and informed me that as I was registered elsewhere, I would need to contact my own surgery. The interaction left me feeling that better customer service training would benefit the practice. It seemed that staff were not prioritising patient engagement, and I felt the service fell short of what I would expect from an NHS facility.

Impossible to book appointments here

Extremely disappointing. Would rate lower if possible. Obtaining an appointment is exceptionally difficult. I was advised to perform a self-administered swab due to voice loss and handed it to reception staff to submit, but it was never processed. Despite being registered for a year, neither I nor my family member have managed to be seen by a qualified clinician. The experience has been deeply unsatisfactory. Remote consultations only, which I find inadequate.

Receptionist helped me set up prescriptions

I've recently registered at this practice and found the reception staff to be warm and very supportive. They assisted me in arranging my ongoing medication needs. Although I haven't yet had an in-person appointment with a clinician, I completed an online consultation regarding a foot-related issue. I was pleasantly surprised to receive a referral to a specialist within just a few days. Excellent service! 😊

Staff dismissed my long-term prescription without listening

After reading the reviews, I'm uncertain why I chose to register with this practice. It has been the most disappointing GP experience I've encountered. The staff seemed unhelpful overall. I was told that a particular medication form is not typically prescribed, despite having received that same form regularly for many years. The practice does not merit a positive rating.

Struggling to reach the practice by phone

It is difficult to obtain responses as the telephone lines frequently appear to be unavailable.

Quick appointments and staff who actually listen

I've seen several different practitioners at this surgery and consider it to be the best I've attended. The appointment scheduling is efficient, the staff are attentive to what patients have to say, and they demonstrate genuine concern for their patients' wellbeing.

Didn't listen to my concerns

I would recommend looking elsewhere for your healthcare needs. In my experience, mental health concerns were not treated with the seriousness they deserved, and I felt that my concerns were not adequately heard or addressed.

Surgery won't process paperwork requests by post

I found the service at this practice to be disappointing and unhelpful. The staff did not seem willing to assist with my request, despite the significant resources available to them. I was unable to obtain a required document due to stated pandemic-related reasons, though the task appeared to involve only administrative work that could be completed remotely without requiring in-person attendance. This felt like an unnecessary obstacle. I am concerned about the implications of not receiving this document and the potential financial consequences for my family. The practice should be clearer about what services are currently available to patients.

Reception staff dismissive of vulnerable patient concerns

Disappointed by the level of care provided to an older individual experiencing cognitive difficulties

Well equipped practice that's easy to access

Competent medical professionals operating from a well-resourced facility that is conveniently located and straightforward to reach.