Hetton Group Centre/Practice

Professional and friendly from the start

Relocated to the area approximately a year ago and switched to a new practice. I have found them to be excellent. The staff are both professional and approachable.

Online form response took far too long

I'm very concerned about what's happening here. I've been managing a mental health condition and ran out of my prescribed medication approximately a week ago. When I contacted the practice, I was instructed to complete an online consultation form. After submitting this, I received confirmation that the practice would be in touch by a specified date and time. However, several days have now passed and I have not received any contact or medication. My symptoms have been worsening during this period, and I'm experiencing increasingly distressing thoughts.

Helpful doctors undermined by dismissive reception staff

This is quite a mixed experience as the clinical staff I have seen have been absolutely wonderful however the reception team are often less than helpful whenever I contact the practice I get directed to complete an online consultation form when I explain that I find form completion difficult I receive the same response that this is the only option available despite being aware that assistance with completing forms over the phone is something the practice is able to provide. The dismissive attitude appears to be present both during in-person visits and telephone calls and this is something that really ought to be improved.

Receptionists made booking appointments straightforward

I have had nothing but positive experiences with this surgery. The receptionists are consistently helpful and friendly, providing guidance when needed and arranging appointments promptly. I've used the online form process and been able to access same-day appointments when clinical staff have needed to see me. I've attended for routine procedures with the clinical team, who are always welcoming and approachable. My regular prescriptions are straightforward to manage—I order through the NHS app and the prescription is typically issued to the pharmacy within a day. The entire team deserves recognition for their service. Having encountered less satisfactory service elsewhere, I can confidently say this practice delivers excellent care. Your dedication is genuinely valued, and I recognise the demanding nature of this work. Thank you.

Couldn't get through on the phone

A disappointing experience.

Difficult to book appointments with doctors here

The practice itself is well-run, however accessing clinical appointments presents significant challenges. On each occasion I've called, I've been informed that no appointments are available. I experienced a considerable delay in receiving a follow-up test, which should have been arranged much sooner. After an extended period of feeling unheard, I made the decision to transfer to a different practice, which has proven to be a positive change for me.

Long wait for urgent shoulder pain relief

I was experiencing significant shoulder pain and submitted an online consultation, only to be informed that I would need to attend an in-person appointment. When I contacted the surgery to discuss my situation, I was advised that the earliest available slot was two weeks away, with the explanation that only a limited number of clinicians are qualified to administer injections. The alternative offered was an appointment a week later for pain management options. Given these waiting times, I felt I had no choice but to consider attending accident and emergency instead. I found this situation very frustrating.

Impossible to book an appointment here

Terrible experience, I'm having difficulty booking an appointment. I'm considering switching to a different practice.

Reception staff were dismissive and unhelpful

I had a very negative experience at this practice and was relieved to change surgeries when I relocated. The reception team came across as unwelcoming and appeared to lack understanding when dealing with patients who have additional support needs. The clinical staff displayed similar attitudes. When I raised concerns, the management response felt dismissive, with explanations offered that left me feeling my feedback wasn't being taken seriously.

Staff made me feel at ease and listened to

It was a pleasant experience visiting this practice. The atmosphere helped me feel comfortable and relaxed. The team demonstrated both friendliness and professionalism throughout my visit.

Reception team made booking straightforward and easy

The practice has been excellent, and my spouse and I have consistently received outstanding care whenever we have needed to contact the surgery. The support and assistance from the nursing and pharmacy team has been of the highest standard. We would like to express our gratitude to all the clinical staff and the wider team for their professionalism and dedication. Well done.

Hard to book an appointment here

It's quite difficult to secure an appointment at this practice.

Reception staff were unhelpful about my prescription request

The reception staff seemed unwelcoming and unhelpful. When I contacted the practice regarding a medication request, it was not processed as expected. Following a discussion with management, I was told that if I was dissatisfied, I could seek care elsewhere. I did not feel welcomed as a patient from a different background. My interactions with the clinical staff themselves were satisfactory.

Felt truly listened to and understood

Really grateful for the care provided by the clinician I saw. They listened to what I had to say and talked me through the treatment and options with empathy. Thank you.

Helpful reception and polite staff made the difference

The service provided was very good and helpful, and the clinician I saw was very polite as well.

Felt dismissed and not believed by the practice

I felt the clinical team did not demonstrate adequate care. I requested to see a particular clinician on multiple occasions but was not accommodated. I was discharged from a specialist community service, which sent a letter to the practice confirming this. When I subsequently contacted the surgery for a telephone consultation, I felt the clinician was dismissive of my account and expressed disbelief in what I was reporting. The following day, the specialist service's letter arrived at the practice, and a telephone appointment was arranged with the same clinician from my previous call. Since this incident, I have felt that my care at the practice has been negatively affected. I was not given the opportunity to see my preferred clinician and believe I have been treated unfairly as a result.

Quick appointment and friendly reception staff

I recently relocated to the area and switched to this practice. I had some blood work carried out here recently and was attended to promptly. The staff member who assisted me was warm, cheerful and very helpful. It was a notably pleasant experience compared to my former surgery.

Always pleasant despite being busy

We understand they have a lot on their plate, but they consistently deliver high-quality care and maintain a friendly demeanor throughout.

Efficient practice with friendly reception staff

Have just moved to the area and this is our new GP. So far I've been really impressed with the care, efficiency and speed at the practice. Special thanks to the clinical team and reception staff. Great care, knowledge and super friendly all around. Thank you.

Struggling to get through on the phone

It has been difficult to reach the practice by telephone.