Patient Experience Summary

Patient feedback reveals a significantly divided experience at this practice, with substantial concerns about appointment access and booking systems alongside positive feedback about clinical care quality. The most consistent complaint centres on appointment availability, with patients reporting persistent difficulty reaching the practice by phone, congested phone lines during morning hours, and lengthy waiting times between booking and consultation dates. Reception experience is mixed, with some patients describing courteous and helpful staff whilst others report discourteous interactions and poor communication about appointment status and medication availability. Communication gaps appear systemic, including delayed follow-up, missed referral processing, and inconsistent information provision to patients.

Where patients successfully access clinical consultations, feedback becomes notably more positive. Doctors and nurses are frequently described as compassionate, attentive, and professional, with several patients highlighting responsive care and effective treatment guidance. Online consultation services receive particular praise for convenience and efficiency. However, a minority of reviews raise concerns about clinical decision-making and the quality of some consultations. The practice demonstrates capability in delivering timely medical attention and supportive care experiences when appointments are secured, yet the significant barriers to accessing these services create frustration that dominates much of the feedback.

The contrast between access difficulties and clinical quality suggests organisational challenges in appointment management and communication systems rather than fundamental issues with the care provided. Patients express willingness to continue with the practice when they can access it effectively, but many indicate they are actively seeking alternative providers due to the appointment booking experience. Improvements to phone line capacity, appointment availability, and communication protocols appear to be the primary areas requiring attention.

Appointment

35.27 %
Poor

Reception

42.18 %
Poor

Cleanliness

65.00 %
Great

Care

51.64 %
Average

Respect

46.82 %
Poor

Seen on time

58.91 %
Average

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RB

Robert B. Google 9 months ago

Rating

Bad!

Worst flight ever, totally miserable

Complete waste of money, barely deserves a single star rating

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BH

Brwa H. Google 9 months ago

Rating

Excellent!

Confusing booking process with language help

I'm looking for a way to schedule an appointment and would like to know if you can provide a Kurdish interpreter for my consultation in the United States.

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PJ

Pauline J. Google 9 months ago

Rating

Excellent!

Caring doctor who really listened

During my latest appointment, the physician demonstrated a warm and compassionate approach, maintaining a high level of professionalism while creating a supportive and understanding environment.

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PK

Pauline K. Google 9 months ago

Rating

Excellent!

Reliable dental care over the years

Throughout my time here, the service has consistently been reliable, with minimal issues arising.

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PA

Pamela A. Google 10 months ago

Rating

Excellent!

Quick help from Doctor Shah

I submitted a triage questionnaire yesterday around midday and was scheduled to see Doctor Shah at 3:50 PM. The physician demonstrated professionalism, empathy, and offered comforting guidance throughout our consultation. I am obtaining precisely the care I sought for my medical issue. I have consistently been provided with the appropriate assistance. My gratitude goes to Forge Medical Practice.

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CB

Catherine B. Google 10 months ago

Rating

Excellent!

Nurse Rihanna helped me understand everything

Nurse Rihanna truly stands out with her exceptional care. She demonstrated remarkable empathy and provided clear, detailed explanations about my medical condition. I've always found nurses to be the most supportive healthcare professionals, and in this case, I'm genuinely grateful for her compassionate approach.

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DE

Depresso E. Google one year ago

Rating

Excellent!

Quick help when i messed up

I found myself in a bit of a bind with a prescription refill, having completely overlooked it until the eleventh hour due to my absentmindedness. The receptionist who took my call was incredibly efficient and courteous, quickly processing my request and dispatching the prescription as a high-priority item in just a couple of minutes.

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BF

Barry F. Google one year ago

Rating

Excellent!

Doctor who truly listened and cared

Had a fantastic consultation with my physician, who was incredibly considerate and truly heard my concerns. Dr. Richardson provided reassuring insights that gave me optimism about my upcoming medical journey. I'm genuinely impressed by his professional approach and compassionate care. My sincere appreciation goes out to him—keep up the exceptional work.

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JT

June T. one year ago

Rating

Excellent!

  • Appointment

    Excellent
  • Reception

    Excellent
  • Cleanliness

    Excellent
  • Care

    Excellent
  • Respect

    Excellent
  • Seen On Time

    Excellent

Fantastic Service

Last week I submitted two E consult forms within 3 days. The first one I received a telephone Consultation within 3 hours. The second one I had a face to face Consultation with the GP of my choice within 5 hours.This week I submitted an update of response to medication and received a telephone Consultation within a few hours with the GP of my choice On all 3 occasions the reception staff were polite and helpful and telephoned later to inform me what was happening. Every time I have contacted this surgery the staff have always been polite and helpful as have the GPs. The service I have received is excellent.

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RC

Reece C. Google one year ago

Rating

Excellent!

Quick help for my work injury

I received timely medical attention after sustaining a workplace back injury, and I was thoroughly satisfied with the consultation. The healthcare provider offered excellent guidance and effective pain management strategies to support my healing process.

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TR

Teresa R. Google one year ago

Rating

Poor!

Gross receptionist who didn't email my note

Visited the reception to collect my medical certificate. The staff member claimed he would email it to me, but failed to do so. Moreover, he sat there, grossly digging at his nose and then fidgeting with his facial hair. I was completely repulsed. Eventually, he handed me the physical sick note.

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JO

John O. Google one year ago

Rating

Average!

Confusing medical appointment scheduling nightmare

Persistent messages from my medical clinic about scheduling, repeatedly bombarding me with notifications for a single appointment - what's the purpose?

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TC

Toni C. Google one year ago

Rating

Great!

Doctor didn't listen to my concerns

Unresponsive doctor initially disregarded my online consultation. Subsequent interaction showed a more constructive approach, with a notably improved attitude.

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GK

Gary K. Google one year ago

Rating

Bad!

Endless queue for a useless call

I wasted thirty minutes stuck at the top of the phone waiting list. Once someone finally picked up, they directed me to an online consultation, even though I was already speaking directly with a receptionist who could have simply processed my information and checked appointment availability. You know what I mean? Just performing the basic responsibilities of their role? It's completely unacceptable that we're paying such high taxes for this substandard service. It seems like we're entering a period where NHS receptionists act more like gatekeepers than helpful staff. The whole situation is utterly ridiculous, and ironically, I'm the one seeking mental health support!

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DF

Debra F. Google one year ago

Rating

Excellent!

Kind nurse made all the difference

I recently consulted with a nurse at The Old Forge Surgery who was exceptionally compassionate and understanding. She provided excellent guidance and truly made me feel heard, carefully addressing all of my concerns. I was thoroughly satisfied with the quality of care I received.

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PF

Paul F. Google one year ago

Rating

Excellent!

Fast online help saved my day

Prompt online medical consultation with swift scheduling and rapid medication provision, all accomplished within a few short hours.

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JL

Jason L. Google one year ago

Rating

Excellent!

Skilled doctor with great confidence

Dr. Peng's expertise and self-assurance make him stand out as the top physician at this facility. I'm thoroughly delighted with the results of my treatment.

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MA

Mojtaba A. Google one year ago

Rating

Great!

Smooth ride with friendly staff

The services provided were satisfactory and met my expectations.

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IT

Ian T. Google one year ago

Rating

Excellent!

Solid morning workout with skilled trainer

Excellent training session with a highly engaged and forward-thinking approach

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LH

Linda H. Google one year ago

Rating

Excellent!

Quick and simple online doctor visit

The electronic consultation platform is excellent, incredibly user-friendly, completely hassle-free, and significantly more convenient than waiting on hold for extended periods. I absolutely suggest giving it a try.

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For practice staff

Respond to patient reviews

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Trusted by GP practices across the UK
Practice Response Rate
0.00%

Shows how often this practice responds to patient reviews and feedback.

About the GP

  • Accepts all feedback, both positive and negative.

Contact Information

  • 0191 5109393
  • The Old Forge Surgery Pallion Park, Pallion Sunderland Tyne & Wear SR4 6QE

Patient Experience Summary

Patient feedback reveals a significantly divided experience at this practice, with substantial concerns about appointment access and booking systems alongside positive feedback about clinical care quality. The most consistent complaint centres on appointment availability, with patients reporting persistent difficulty reaching the practice by phone, congested phone lines during morning hours, and lengthy waiting times between booking and consultation dates. Reception experience is mixed, with some patients describing courteous and helpful staff whilst others report discourteous interactions and poor communication about appointment status and medication availability. Communication gaps appear systemic, including delayed follow-up, missed referral processing, and inconsistent information provision to patients.

Where patients successfully access clinical consultations, feedback becomes notably more positive. Doctors and nurses are frequently described as compassionate, attentive, and professional, with several patients highlighting responsive care and effective treatment guidance. Online consultation services receive particular praise for convenience and efficiency. However, a minority of reviews raise concerns about clinical decision-making and the quality of some consultations. The practice demonstrates capability in delivering timely medical attention and supportive care experiences when appointments are secured, yet the significant barriers to accessing these services create frustration that dominates much of the feedback.

The contrast between access difficulties and clinical quality suggests organisational challenges in appointment management and communication systems rather than fundamental issues with the care provided. Patients express willingness to continue with the practice when they can access it effectively, but many indicate they are actively seeking alternative providers due to the appointment booking experience. Improvements to phone line capacity, appointment availability, and communication protocols appear to be the primary areas requiring attention.

Appointment

35.27 %
Poor

Reception

42.18 %
Poor

Cleanliness

65.00 %
Great

Care

51.64 %
Average

Respect

46.82 %
Poor

Seen on time

58.91 %
Average
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