The Ferryhill Medical Practice

Online booking worked quickly and smoothly

Outstanding experience overall. This is a modest-sized practice managing a substantial patient population. Some may find it frustrating that telephone lines are occasionally busy, but this simply reflects their existing workload. I took advantage of their digital booking system. I got a confirmation message within a minute, and a telephone consultation slot was arranged within an hour. Following my initial call, I needed to ring back regarding a follow-up matter. The wait time was approximately five minutes, which felt quite reasonable. Simply using speakerphone and attending to household tasks during the hold period makes it very manageable.

Struggling to get through on the phone lines

I find it frustrating that when I try to contact the surgery, I frequently encounter busy signals and am asked to call back later. If my concerns weren't pressing, I wouldn't be attempting to reach them. The appointment system seems to have become more difficult to navigate since the recent changes were implemented.

Phone lines constantly busy and frustrating

Extremely difficult to reach the practice by telephone. The phone service is very poor. One questions the value of having a practice when communication is this challenging.

Phone queues and rude call handlers

This practice is extremely disorganised. It takes an excessive amount of time to reach someone by telephone, and when contact is finally made, the reception staff come across as quite unfriendly.

Quick referrals and attentive chronic illness support

I have been a patient at this practice for several years now and have consistently experienced prompt processing of any referrals, diagnostic imaging, and laboratory tests that have been needed. The entire team, including clinical and administrative staff, have consistently demonstrated thoughtfulness and willingness to assist. As someone managing multiple long-term health conditions, the medical team has made considerable efforts to provide ongoing monitoring and management, which has positively supported my quality of life. I would strongly recommend this practice to others.

Couldn't reach anyone after three days of calling

I have been attempting to reach the practice for several days without success. As an expectant patient in early pregnancy, I am keen to understand when my next appointment with the midwifery team will be scheduled. I am also experiencing some symptoms that I feel warrant professional assessment. If the situation does not improve, I may need to seek care elsewhere. This experience has been quite disappointing.

Phone triage was unpleasant and disorganised

Remote consultation screening proved problematic, with interactions during the booking process being quite unpleasant.

Phone lines down for two days straight

There has been talk circulating that the surgery experienced telephone connectivity issues. This appears to be accurate, as I was unable to reach the practice despite attempting to call on multiple occasions over a period of several days.

Receptionist helpful but follow-up calls never came

I was unable to reach anyone by telephone, so I visited the surgery in person. The receptionist was very pleasant and indicated that a healthcare practitioner would contact me by phone. However, the call did not come through as expected, and when I attempted to ring back, I could not get through. I spent the afternoon waiting without success, which left me feeling let down. The level of service fell short of what I would have hoped for, particularly when dealing with health concerns.

Parking good but vaccination technique needs work

Parking is accessible, however the flu vaccination procedure could benefit from improvement in terms of arm positioning and technique.

Good service and helpful reception staff

Excellent experience with the practice

Reception staff made me feel genuinely welcome

I have resided in numerous different locations across England and this practice stands out as the finest I have experienced. The reception team is notably helpful and welcoming, and there is an absence of the condescending approach sometimes found in healthcare settings. It is uncommon to find a GP service that can accommodate appointments with such short notice.

Online access system frustratingly difficult to navigate

The online system presented difficulties with password access, requiring multiple attempts to regain entry. When assistance was sought at reception, a replacement password was eventually provided, though the delay felt considerable. Setting aside this technical frustration, every other element of the service merits five stars. Considering the nature of a GP surgery and that patients typically attend when experiencing discomfort, the overall experience remains remarkably satisfying and pleasant. The staff throughout the practice demonstrate exceptional professionalism, the information provided is clear and helpful, medications are dispensed accurately on the first occasion, and even the ambient music during waiting periods contributes positively to the atmosphere. The clinical team members are notably professional yet approachable, demonstrating genuine interest in patient concerns and taking time to listen carefully. There is a strong sense of confidence in the care provided, and the entire practice deserves recognition and appreciation for the daily support they offer to patients and their families.

Reception refused registration without printed paperwork

I recently visited the local GP practice to register as a new patient. At reception, I was informed that I could not complete my registration because I did not have a printed letter confirming my address. I attempted to explain that I receive all my correspondence electronically and offered to show multiple documents with my name and address on them, but the receptionist was not willing to accept this and asked me to leave. I found this experience frustrating and inefficient. I have decided to register elsewhere instead. I would not recommend this practice based on my visit.

Quick phone answer and helpful support

The call was answered promptly and I spoke with a member of staff who handled my query professionally and courteously. The practice was very accommodating to my circumstances and it was a really positive experience overall.

Reception staff were dismissive and unhelpful on the phone

The reception team appeared dismissive when contacted by phone, and when they did engage, their assistance was ineffective and discourteous. Their manner made it seem as though the call was unwelcome and that I was intruding on their personal time. Overall, the experience was deeply disappointing.

Staff hung up during difficult phone call

The doctors at this practice were quite rude. One clinician ended a phone call with my father while he was attempting to resolve a situation after I had become upset. I was informed that an emergency appointment could be arranged in the early morning if I called at a specific time, but when I did contact the practice, the clinicians I spoke with acknowledged I needed to be seen yet were unable to offer me an appointment slot. I was subsequently told that if this arrangement didn't suit my needs, I should consider registering with a different practice.

Friendly surgery let down by long waiting times

The surgery maintains a welcoming and hygienic environment with a substantial team of healthcare professionals. The majority of clinical staff demonstrate competence in their roles, though there appears to be regular turnover among personnel. The lead clinician has been established at the practice for many years and has provided continuity of care for our family across multiple generations without any concerns arising. The primary area for improvement relates to appointment scheduling and waiting times. Whilst appointments are allocated a brief duration, patients frequently experience considerably longer waits before being seen, and this does not always appear to be attributable to emergency situations requiring priority attention.

Friendly staff who actually listen

Excellent service and pleasant to communicate with.