Lanchester Medical Centre

Referral redirected to faster appointment

Excellent service. Was referred to a specialist clinic at one location but was told there was a long wait. The receptionist arranged for my referral to be redirected to an alternative hospital and I was seen within 2 weeks.

Practice declined after management change

After more than ten years with the practice, the departure of one particular clinician was the final reason for me to leave. The quality declined noticeably following the change in management, and I had primarily stayed on to see that specific doctor. When I learned of their departure, I immediately registered elsewhere. I found some reassurance in reading the regulatory inspection report, as it validated my concerns that standards had genuinely slipped and patient safety had been compromised. The administrative and clinical support staff have always been excellent.

Management needs serious improvement

The management team requires immediate changes.

Prescription handling let us down repeatedly

The service has deteriorated significantly following recent staffing changes. There have been ongoing issues with repeat prescriptions, including instances where they have not been forwarded to the pharmacy, contained errors, or been discontinued without prior notification due to missed reviews that were not communicated in advance. Although the team members are courteous and friendly, this does not adequately address the recurring operational difficulties that have been experienced.

Long-serving patient disappointed by sudden departure

I've been a patient at the practice for over 18 years. From 2023 onwards, there was a significant change in the way things were managed, and the approach became notably more helpful and thorough. Many patients spoke positively about the care provided and felt they could trust the service. The reception staff have consistently been pleasant and welcoming. However, without any prior notification, this changed when a contract ended. I feel this was a considerable loss to the practice. Currently, there are two doctors covering the practice, which seems insufficient given the size of the area served. I believe the practice has lost someone who could have made a real difference and helped achieve a higher standard of care. I'm very disappointed about this situation.

Practice lost its most trusted doctor

The practice has undergone staffing changes that have affected patient confidence. There are concerns about the qualifications of those now handling telephone consultations and clinical decisions.

Receptionist made the whole experience feel welcoming

Simply the best - from receptionist to clinical staff to practice management to the doctors. Prompt, polite, compassionate and efficient care throughout - I would give 10 stars if I could. Thank you

Receptionist was unhelpful on the phone

The receptionist's manner during the telephone call was not pleasant.

Positive change across the whole practice

My time at the medical centre was very positive. Despite the practice having received unfavourable feedback previously, I have noticed a marked improvement across various aspects of the service.

Reception staff were friendly and helpful

The team here consistently demonstrates a high standard of care. Since becoming a patient with additional needs, I have reached out on several occasions and have found them to be very understanding and supportive throughout. The front desk team are particularly welcoming and approachable. I don't often take the time to leave feedback, but I felt compelled to acknowledge the outstanding service provided during what appears to be a demanding period for the practice. Well done to the entire team for maintaining such quality care.

Reception and phone staff were genuinely helpful

I would like to commend the reception team and those handling telephone enquiries for their professionalism, compassion and welcoming demeanour in their roles. The locum clinicians who have recently worked at the practice have also been excellent, and it would be wonderful if practitioners of this calibre could remain as part of the team to help strengthen the practice further.

Multiple calls needed to reach the practice

I found the service to be quite poor, and I suspect those who haven't experienced repeated calling attempts might have a different perspective. There appears to be limited communication between clinical staff members, resulting in inconsistent approaches to patient care. Different practitioners seem to hold varying viewpoints on treatment options and clinical decisions. One clinician may decline a particular medication while another approves it. Similarly, fitness-related documentation can vary depending on which practitioner you see, with some appearing to apply their own judgment differently. The most frustrating aspect involves a member of the reception staff. This individual can be dismissive and seems unclear about procedures and protocols. They insist appointments must be booked during morning calls, yet other reception staff have successfully arranged appointments at different times the same week. The overall coordination and professionalism of the practice has left me quite disappointed.

Promised callback never arrived despite repeated calls

The practice requires patients to be referred by a healthcare professional before scheduling appointments, which is understandable. I successfully contacted the surgery early on a weekday morning and arranged for my daughter to be added to the callback list. I was informed that a clinician would call sometime after mid-morning. This seemed promising. We called back in the early afternoon as my daughter hadn't received the call, and were told she remained on the list with the expectation of contact within the next hour, as calls were about to commence. When we rang again a couple of hours later, having still not heard anything, we were advised that calls continue until late afternoon. Unfortunately, when I called after the stated cutoff time, I was told the clinician was occupied and would contact her when time permitted. My daughter had spent the entire day waiting for this call, and the vague assurance that it would happen "when there's a chance" felt inadequate and frustrating. The lack of clarity about timing was disappointing. The reception staff were visibly apologetic, clearly aware that the situation fell short of what patients should reasonably expect.

Can't get an appointment when needed

It is extremely difficult to obtain an appointment at this practice.

Receptionist refused to help with dismissive attitude

I contacted the reception team on behalf of someone who had recently relocated just outside the practice boundary and was attempting to register elsewhere. When seeking to arrange an appointment for a medical matter requiring ongoing medication, the practice declined to provide an appointment, citing the patient's new address as outside their catchment area. However, the practice appeared to be in the early stages of initiating formal removal procedures rather than having completed the required notice period. During this conversation, the receptionist's manner became dismissive and unhelpful. Additionally, when I inquired about how to lodge a formal complaint, no guidance or information was offered regarding the complaints process. The overall experience suggested a lack of flexibility in handling a transitional situation and a concerning absence of support when seeking to raise concerns through appropriate channels. The service fell short of expectations regarding patient care and responsiveness to feedback.

Reception staff were kind but felt unheard clinically

The reception team are friendly and welcoming, however I had a disappointing experience with one of the clinicians. As someone with mental health concerns, I felt unsupported during my consultations. During a recent appointment, the clinician suggested my symptoms didn't align with what they expected, despite being aware of my personal circumstances. When I raised a formal concern about this interaction, I was informed by management that they saw no issue with how the matter was handled. I questioned whether a proper assessment of mental health can be made during a phone consultation. Additionally, I was refused a medication renewal that I was dependent on, and subsequently received notice of removal from the practice list. I am relieved to have moved to a different surgery where I feel my mental health needs are better understood and supported. I believe this clinician would benefit from further training in mental health awareness and patient support.

Staff helped me through a difficult decade

I wanted to express my appreciation for the support provided by the team at the medical centre in assisting me to adapt to living with a chronic health condition. Over the past decade, this journey has involved moving through various emotional phases towards a place of acceptance and positivity. The care has encompassed regular monitoring appointments, consultations, medication management, diagnostic imaging arrangements, preventative treatments and other ongoing support. Whenever I have required assistance, the staff have been available and responsive, and I am deeply thankful for their professionalism and manner of care throughout this extended period.

Poor management undermines staff efforts and care

It's concerning that the situation has reached a point where team members, whether currently employed or formerly associated with the practice, feel compelled to defend their workplace. The underlying problems appear to be more systemic in nature, and it's evident that many within the local community harbour significant dissatisfaction with their GP service. While there are undoubtedly individuals at the surgery who remain committed to their roles, maintain a positive demeanor, and consistently go the extra mile, these efforts are undermined by organisational shortcomings in leadership and management. It's important not to attribute all difficulties solely to pandemic-related challenges, as many of the concerns people have raised existed beforehand. The pandemic appears to have simply widened existing gaps and vulnerabilities. If you're in the area and have access to reliable transport, I would encourage you to explore alternative GP practices in neighbouring locations, as you're likely to encounter a notably improved service experience. Take care.

Phone lines constantly engaged at appointment time

Finding it extremely difficult to secure an appointment at this practice. The system requires patients to call at 8am to arrange a telephone consultation with a clinician, who then determines whether an in-person visit is necessary. This approach results in the phone lines being heavily congested. After persistently redialling for over an hour, I eventually reached reception staff who informed me that all available slots for that day were already booked and suggested I try again the following morning at 8am. When I expressed my frustration, the receptionist acknowledged that many other patients were experiencing the same difficulty. Initially assuming all practices operated this way, I tolerated the situation for three weeks before switching to a different GP practice. When I contacted my new practice, I was able to obtain an appointment on the same day. In hindsight, I wish I had made the change sooner, as the previous appointment system felt unnecessarily problematic.

Reception team went the extra mile

I was really impressed by how helpful everyone at this surgery turned out to be. The clinician I saw was absolutely brilliant and provided me with excellent support. The nursing staff member who took my blood samples was fantastic too—the procedure was quick and painless. The whole team was genuinely nice and supportive throughout my visit, and I really appreciated it. The reception team also went the extra mile to be helpful.