The Ferryhill Medical Practice

Long waits and poor communication between staff members

I'm awarding 3 stars as most team members appear committed to delivering quality care, however the practice's overall management and coordination is problematic, characterised by lengthy appointment delays, insufficient communication between clinical staff, minimal patient information sharing, and concerning issues receiving inadequate priority. This has left me with limited confidence that my healthcare requirements are being properly addressed. The difficulties seem to stem from organisational and administrative issues rather than individual staff performance. There is considerable scope for improvement across the service.

Struggling to reach the practice by phone

I have experienced difficulty reaching the practice by phone.

Receptionists made all the difference to my care

I am concerned about the impact on my health from what I experienced as exceptionally discourteous reception staff. I felt that not being listened to and messages not being conveyed accurately created a worrying situation. Day 2: an update - I called back and received a markedly different experience with a receptionist who was genuinely helpful, kind and considerate. My issue was resolved immediately. I regret not noting this person's name as they would have deserved top marks. Due to this positive interaction, I have reconsidered my initial assessment and upgraded my rating accordingly.

Reception blocked access to in-person care

I found the service disappointing. As an older patient, I felt the receptionist lacked understanding of my needs when I attended. I experience some health concerns that affect my mobility and wellbeing, and I struggled to get past the reception desk. While an over-the-phone appointment was offered, I was concerned about how certain clinical assessments could be properly conducted remotely rather than in person.

Hard to reach reception and often see nurses instead

Getting through to the practice can be challenging, and once you do, you need to explain your situation to reception staff who are described as trained. However, appointments often result in seeing a nurse practitioner rather than a doctor, and I found it difficult to get a clear understanding of what was causing my symptoms. I experienced muscle pain related to my fibromyalgia, which I deal with regularly, but when I attended A&E, I spent a considerable amount of time there before being informed about a kidney stone. I was advised to get in touch if the situation changed, though it was reassuring that the hospital could investigate further. My granddaughter had a similar experience where she was seen by multiple clinicians with no clear findings, but when she attended hospital, it became apparent she required urgent attention due to a serious health concern. She was found to have an infection, which was frightening for her family, though she is now recovering well.

Phone lines constantly busy and unreachable

The phone lines appear to be unavailable, as I experienced an extended wait of several hours without getting through.

Years of feeling completely ignored here

I have found the level of care and attention at this practice to be severely lacking over an extended period of time.

Reception staff could be more respectful

I have received a very good standard of care from this practice and have very few concerns to raise. The reduction of 2 stars reflects my experience with one team member whose communication style I found somewhat condescending.

Repeated test results ignored despite hospital concerns

I'm 39 weeks pregnant and had a negative experience with this medical practice. My test results repeatedly indicated a urinary tract infection, and I was advised that antibiotics were necessary. Although samples were sent for analysis, each time the clinician at the practice documented my sample as requiring no further action. On my online records, my samples are marked as "abnormal, no further action required," which I feel is an inadequate way to manage care for someone in late pregnancy. My hospital consultant also indicated that antibiotics were needed and sent a sample for testing, yet the practice here recorded it as not requiring treatment. This pattern continued over several weeks, and the infection progressed to my kidneys. I attended the labour ward at hospital two days ago after spending the night in severe pain, and the ward staff expressed concern that I shouldn't be experiencing such constant discomfort. When they tested my urine, they were alarmed at the level of abnormality present. I experienced chills despite being in a warm environment and had significant pain in my right kidney. I was immediately started on antibiotics, and another sample was sent for analysis by my GP practice, which again was marked as abnormal but no action required. This has occurred repeatedly over weeks. Had I received appropriate support earlier, I believe this serious infection would not have been allowed to develop into a kidney infection. I'm scheduled for induction next Wednesday and I'm feeling quite unwell. I'm disappointed with how my care was handled and concerned about whether there may be lasting damage to my kidney.

Staff were helpful and really listened

Outstanding care and service. Every member of the team demonstrated helpfulness, courtesy and sensitivity. A model example of how healthcare practices ought to be run.

No callback after blood tests taken

I had blood work completed but received no follow-up contact. When I called to check on the results, as I've been attempting to address a health concern for quite some time, I was informed that if the clinician felt a callback was necessary, they would have reached out, and that nothing further could be offered. I hadn't even had a conversation with the clinician in question. To be frank, I would prefer not to be registered with this practice at all.

Struggling to book face-to-face appointments

I have not been able to secure an in-person appointment for the past three years. Face-to-face consultations seem to be unavailable.

Couldn't get through on the phone

Extremely disappointing, to put it mildly!

Frustrating phone queue delays and unhelpful recordings

I've been attempting to contact my GP since earlier in the week, and by now it's still unresolved. Each time I call, I receive an automated message with information that isn't relevant to my needs, followed by a request to hold the line. After several minutes of this cycle repeating, I'm forced to hang up. I'm quite frustrated by this situation and would like to understand what's happening.

Nurses could improve their attitude towards patients

The nursing staff's approach continues to be unwelcoming, with a lack of warmth and attentiveness during interactions.

Phone consultation left me without proper follow-up

This surgery fell short of expectations. I was unable to obtain an in-person appointment and instead received a telephone consultation, during which I was instructed to perform a self-administered swab in the car park. I was prescribed three different medications in succession without seeing tangible improvement, and later discovered through private healthcare that I should have been offered a face-to-face assessment and a follow-up appointment once my initial course of treatment concluded.

Receptionist was dismissive and unhelpful

Disappointing experience with front desk communication and unhelpful staff interactions

Couldn't get through on the phone system

I'm unable to access phone appointments due to my work schedule starting at 6am, which prevents me from making calls during business hours. When my partner attempted to book on my behalf, they encountered difficulties with the receptionist and were told that appointments cannot be arranged in advance. The practice requires patients to phone directly themselves, which doesn't work with my availability as I'm not free until mid-afternoon. After four years without needing medical care, I'm frustrated to find that accessing a doctor now feels impossible. I'm very dissatisfied with my experience at this practice and feel the appointment system is not fit for purpose.

Helpful staff made the visit worthwhile

Excellent facility. Occasionally visit but consistently receive helpful assistance from the team.

Consultation conducted outside in car park

I was very disappointed to have my consultation and chest examination conducted in the car park today. While I understand the need for safety measures, I feel appointments should be carried out inside the building in a manner that maintains appropriate precautions. I believe this can be achieved without compromising patient care. A proper, confidential appointment cannot be adequately conducted in an outdoor setting like a car park.