East Durham Medical Group

House bound

The patient was asked to attend the surgery for what was described as a “chat”, despite being housebound. A telephone appointment was requested, but this was refused, and the surgery insisted on a face-to-face appointment. When the patient attended, he was left waiting for approximately 35 minutes past his appointment time. Due to his mobility issues, he was unable to sit in the reception chairs because he cannot get back up from them safely. As a result, he was left standing on one leg for the duration of the wait. When the doctor eventually came out and escorted him to the consultation room, the doctor then said words to the effect of, “I’ll just do these emails,” before beginning the appointment. Given the patient’s condition and the length of time he had already been left waiting, this was extremely inappropriate and upsetting. During the appointment, it was pointed out that the patient is housebound and cannot stand for long periods due to having only one leg. These concerns appeared to be ignored. The doctor asked about the patient’s hospital treatment, but the information recorded by the surgery was incorrect in almost every respect. It was also pointed out that these questions had already been answered during a previous telephone appointment with another doctor. Concerns were raised that the surgery had missed required check-ins and medication requirements. The patient also tried to raise a health issue during the appointment, but was told that the appointment was only for a “chat” and that another appointment would need to be made to discuss that issue. This was very frustrating, especially as the patient is housebound and had already been forced to attend in person unnecessarily. When it was again pointed out that the patient is housebound, the response appeared to be a large sigh before another appointment was made. This came across as dismissive and lacking in compassion. I believe the way this appointment was handled was unacceptable. The patient’s disabilities, cancer diagnosis, mobility limitations, and housebound status were not properly considered. He should not have been forced to attend the surgery in person for an appointment that could reasonably have been done by phone, and he should not have been left standing for such a long period. I would like this complaint to be investigated and would appreciate a written response explaining: Why a housebound patient was required to attend in person for a “chat”. Why a telephone appointment was refused. Why he was left waiting for 35 minutes past his appointment time despite his severe mobility difficulties. Why the surgery’s records regarding his hospital treatment were incorrect. Why missed check-ins and medication requirements were not addressed properly. What steps will be taken to ensure this does not happen again. I would also ask that the patient’s records are clearly updated to show that he is housebound and has significant mobility issues, so future appointments are handled appropriately.

Promised help after sleep course but door slammed shut

If I could give a lower rating I would. My child has been under their care with ongoing sleep difficulties, and I feel the support provided has been inadequate. A letter from the clinician acknowledged concerns about the situation and noted that progress has been limited. The clinician indicated they would provide assistance following completion of a sleep programme. After finishing the programme, I felt the door was closed on further help. I am determined to continue advocating for my child to receive the support needed, and the school shares this commitment. I am disappointed by how this matter has been handled and feel the opportunity to make a meaningful difference has been missed. I intend to escalate my concerns through formal channels as a final attempt to secure help. I believe the treatment of my child's case has been unfair, and I feel repeated barriers have prevented access to care that could have significantly improved their situation.

Friendly reception staff made the visit pleasant

A satisfactory medical practice experience.

Reception staff were dismissive and unhelpful

The service here is quite poor. The clinical staff seem inefficient and don't manage prescriptions promptly, appearing more focused on rushing patients through rather than providing thorough care. The reception team at this location also came across as rather unwelcoming and unhelpful.

Warm welcome and patient staff made all the difference

Outstanding Care and Kindness at the Local NHS Service Rating: ⭐⭐⭐⭐⭐ (5/5) I recently attended an appointment at the local NHS service, and I am so impressed that I wanted to share my experience. From the moment I arrived, I was met with a warm and genuine welcome that immediately helped ease any nerves. In what can sometimes be a stressful healthcare environment, this personal touch made all the difference. The entire team deserves the highest praise. Every member of staff I encountered had a wonderful, reassuring smile and a fantastically positive demeanour. Their brilliant attitude was consistent—they were visibly happy to help, patient with all my questions, and went out of their way to ensure I felt informed and cared for. It is so heartening to see such dedication and kindness within our National Health Service. The staff at this service are a true asset to the NHS. They turn a necessary visit into a supportive and positive experience. Thank you for your exceptional work and for upholding the very best values of our healthcare system. You are all wonderful. Highly recommended to anyone in the area needing their services.

Pharmacist repeatedly overruled prescriptions without reading notes

The clinical staff and nursing team have been excellent throughout my visits. However, I have significant concerns about the in-house pharmacy service. On two separate occasions, I was refused a medication I depend on when my supply ran out. I was told I couldn't receive it because I had used more than usual, but as someone managing a chronic endocrine condition, adjusting dosage based on blood sugar levels is a necessary part of my treatment plan. This refusal happened twice and caused me considerable distress and health complications. A third incident involved pain relief for a longstanding shoulder condition that has been documented in my records for several years. Although my doctor prescribed this medication, the pharmacy staff again refused to dispense it, suggesting I didn't need it. On both occasions, the prescribing doctors had to intervene and override the pharmacy decision. While I recognise the pharmacy team has an important role in medication safety, it appears the medical records are not being properly reviewed before decisions are made. The doctors and nursing staff have consistently provided excellent care, but the pharmacy service requires improvement in their approach to patient care and attention to clinical history.

Pharmacy didn't check my medical records

A pharmacist approved my medications in early August. In September, a different pharmacist halted my medications, stating they needed to be reviewed. It was disappointing that they appeared not to have consulted my records before taking this action.

Calls never returned, staff unhelpful

***ABSOLUTELY SHOCKING*** Calls are not returned promptly. Constantly having to follow up on matters. A staff member ended a call without providing assistance or guidance. Unable to reach senior management due to ongoing unavailability. Overall experience has been very disappointing. Would not recommend.

Felt unheard and dismissed at appointment

I was disappointed with the service received at this practice. The clinical staff did not meet my expectations and I felt they should reconsider their approach to patient care. I found the consultation unhelpful, as I did not feel listened to or understood. The interaction lacked the compassion I would have hoped for. Overall, I felt my time was not well spent and would hesitate to recommend this surgery to others.

Receptionists were kind and understanding throughout

On each occasion I contacted the practice, the reception team demonstrated kindness, professionalism and empathy. The clinical staff responded promptly and consistently provided thoughtful, patient-focused care. I'm very appreciative of their dedication and the support they offer. While I recognise we face challenging circumstances and there's always potential for development, I believe that if other practices across the country could match the standard of service provided here, the outlook would be very positive.

Friendly staff who really go the extra mile

The team here are approachable and supportive, demonstrating a genuine willingness to go above and beyond for those they care for. The premises are well-maintained and spotless throughout.

Removed as patient without warning or explanation

I attempted to reach the surgery several weeks ago and was informed that my patient registration had been terminated without my knowledge. I requested immediate reinstatement as I was unable to access my medication orders. The receptionist explained that my account had been reset, however when I attempted to reorder through the automated phone system, my medication records were no longer showing. I am now very concerned as I require this medication and anticipate difficulty contacting the surgery given my full-time work commitments and the limited availability during lunch hours. I find it troubling that the practice appears to have restricted my access to essential medication. I intend to escalate this matter to the relevant health authority.

Long waits and broken appointment systems

I have been a patient at this practice for many years, but I have noticed a decline in the standard of service recently. I made the effort to attend an appointment today that I had been waiting several weeks for, only to be informed that equipment was not functioning. The overall experience was disappointing. Additionally, my next scheduled appointment has been arranged at a location that is quite far from where I live.

Practice didn't listen to my concerns

The standard of patient care at this practice falls significantly short of what would be expected.

Long waits and unhelpful phone access times

The service appears to have limited accessibility for working individuals, as appointment availability and call wait times can be challenging to manage alongside employment commitments. The practice also closes during midday hours, which makes it difficult to contact them during typical lunch breaks. I found the overall experience frustrating, and during one consultation, I felt the clinician's manner was dismissive and unhelpful.

Reception staff always go the extra mile

The reception team consistently demonstrates helpfulness and efficiency. I've consistently been able to secure appointments when required for both myself and my family member. One clinician provided excellent support regarding menopausal health matters, showing considerable expertise, knowledge and compassion. During a recent visit, my family member was assessed by a female clinician at the practice for a prolonged cough. During the examination, the clinician identified a skin condition and proactively suggested appropriate medication alongside the prescribed treatment for the respiratory issue. I have no complaints about the practice overall.

Staff took time to explain things clearly

The team members demonstrated a knowledgeable and supportive approach throughout my visit.

Reception staff dismissive about new patient registration

I would rate this practice much lower if possible, despite not yet being a registered patient. The reception team came across as unwelcoming and unhelpful. There was no clear indication on the registration paperwork, displayed in the surgery, or when I collected the forms that I needed to bring identification to submit my new patient application. When I inquired about an emergency appointment, I was informed that these can only be arranged once registration is complete, and that there is currently a significant waiting list for new patients. I was advised to contact 111 instead, even though both 111 and the ambulance service had previously directed me to attend this practice to request an emergency appointment.

Dismissed concerns, baby needed emergency care

Took my child to the appointment and was told there were no concerns and that everything would be fine, but subsequently had to attend the emergency department where further investigations were carried out due to ongoing difficulties my child was experiencing.

Appointment cancellations ruined my registration

Absolutely the worst medical practice in the country. The surgery operates limited hours, opening only a few days per week and closing early in the afternoon. The reception staff indicated it would take several weeks to complete registration, though this was faster than expected. However, the appointment was cancelled multiple times in succession, which was frustrating.