Linthorpe Surgery

Phone booking handled with genuine care

I recently contacted the surgery by telephone to request a fit test. The staff member who answered my call was very helpful and arranged everything for me promptly. I was impressed by their caring approach and the way they took charge of the situation to ensure all the details were sorted out. It was a pleasure to speak with them, and I appreciate the excellent service provided.

Appointment system blocks patients without NHS app

How are appointments supposed to be made by those without access to the NHS app? I experienced a serious health event and attempted to get an appointment at this surgery beforehand, but was unable to do so. When I subsequently attended an emergency department, staff expressed surprise upon learning that I couldn't access care at the surgery due to not having the app. This seems like it may contribute to unnecessary emergency department attendance. I have given a one star rating solely to enable this review to be submitted. I have recently attempted to book another appointment as my hospital care team has advised I need to see my GP to discuss whether my current medication is appropriate or requires adjustment. However, I remain unable to secure an appointment at the surgery for the same reason regarding the app. My blood pressure readings are now elevated, and I am uncertain about the best course of action to take.

Confusing appointment mix-up and mixed messages

Would have given a lower rating if that option existed. Attended for what was expected to be an in-person appointment related to a chronic condition review, only to discover it would be conducted by telephone instead. Despite being present at the surgery, was informed the relevant staff member was unavailable on site. Subsequently received a call from the pharmacy regarding the review. Currently awaiting administration of a routine vaccination by another team member.

Long waits on phone then hung up on

This medical practice has been disappointing. There appears to be a lack of patient care, with issues surrounding medication management and prescription handling. I have experienced significant discomfort due to what felt like inconsistent service. The practice frequently requires in-person visits for prescriptions, and there have been problems with prescriptions being processed incorrectly or sent to the wrong location. Phone calls have resulted in lengthy wait times followed by disconnections. The overall experience has been frustrating and has left me feeling the service falls short of professional standards. I will not be returning to this practice.

Appointment booking system let me down badly

I submitted an online consultation request to arrange a meningitis vaccination ahead of starting university, as recommended. Shortly after I completed the form, my housemate also submitted a request for the same vaccination. The following day, my housemate received a call to attend an appointment on a specified date, despite my request being submitted first. When I visited reception on that date to inquire about my own appointment, I was informed that while I had been confirmed as eligible, no actual appointment slot had been scheduled for me. Reception then arranged an appointment for me on the same day, but I received a call approximately an hour later informing me that this appointment had been cancelled and that no further slots would be available before my university start date. I find it puzzling that my housemate, who submitted her request after mine and whose university start date is later than mine, managed to secure her vaccination appointment while mine was not processed in the same manner. This has left me unable to receive the vaccination before beginning university. I was disappointed by how this situation was handled and felt the booking system was inefficient and took considerably longer than necessary. I would recommend considering other options for this service.

Phone queue hung up without booking appointment

I contacted the practice two weeks ago to arrange a blood test, as I am in the early stages of pregnancy and had not yet had the necessary blood and urine screening completed. I was informed that this would be arranged within that week. However, when I attended the surgery and made enquiries, I was told that no blood test request had been recorded for me, and that an appointment could not be scheduled until the midwife had been consulted and I had been placed on a waiting list. A further six days elapsed before I was able to progress. When I attempted to call back, the automated system indicated the practice was busy and the call was disconnected.

Reception staff attitude needs improvement

The practice itself functions very well once you are inside and there are no issues with how things operate. However, there is a male receptionist who speaks at a very fast pace and in an unclear manner. Even when asked by my elderly grandparents to slow down, he did not adjust his communication style appropriately. When they raised this concern, he seemed defensive rather than receptive, and instead of modifying his approach, he simply repeated his question more rapidly, which caused my grandmother considerable distress and meant I had to call ahead to help address her needs. The other female reception staff members have been excellent, but this particular staff member would benefit from developing greater patience and understanding towards patients who may need additional support.

Reception staff weren't helpful or friendly

The reception service fell short of expectations.

Ignored requests and cancelled appointments without care

I would rate this surgery extremely poorly if possible. The care provided felt dismissive and uncaring, lacking in understanding towards patients who are seeking genuine support. When electronic consultations were submitted with a specific request for telephone contact, text-based responses were provided instead. There was also an instance where no reply was given at all. Additionally, blood tests were cancelled with very short notice despite lengthy waiting periods to schedule them initially. It is difficult to understand how a medically trained professional could demonstrate such limited compassion. This was particularly concerning in my situation as a pregnant patient.

Quick response to my online form

I've never experienced any problems at this practice. I completed an online consultation form and received a call back from a clinician within an hour, who prescribed medication to address my back concerns.

Reception staff were unhelpful and dismissive

I would recommend considering an alternative medical practice.

Clean building couldn't fix the paperwork delays

I experienced a lengthy delay of several months in obtaining my medical records due to administrative issues, which has had a significant impact on my circumstances. However, I appreciated the well-maintained facilities and the courteous manner of the front desk team.

Prescription line gave confusing and contradictory instructions

I believe a one star rating for this practice is actually too generous. My prescription was marked as undetermined, so I contacted the prescription department to understand the reason. The staff member reviewed my records and informed me that I would need to attend for blood tests and a blood pressure check. She indicated my medication would be provided for the following two months, after which it would revert to undetermined status, despite my having taken this medication consistently for a decade. I attended the appointment as instructed for the blood tests and blood pressure measurement, only to be told by the clinical staff member, who was apologetic, that they were unaware of why I had been asked to come in, as no clinician had actually requested these tests. This felt like a completely pointless use of an appointment slot. I have been a patient at this practice for over six decades, and I can say with certainty that I have seen it deteriorate significantly from what was once an excellent service to what I would now characterise as poorly organised and disjointed.

Frustrating wait at reception cost me my appointment

I found the experience quite frustrating. I was asked to attend a last-minute appointment and made the effort to come in, but encountered difficulties with the check-in process. Unable to complete self check-in, I had to wait a considerable time for reception assistance. During this wait, I received a message indicating I had missed my appointment slot. When the receptionist eventually became available, they informed me that future appointments would need to be scheduled at an alternative location. Overall, I felt the appointment process was poorly managed and I was disappointed with the outcome of my visit.

Still waiting for appointment link after weeks

I'm still waiting for a link to access an appointment that was arranged several weeks ago. It's now been over a week since the initial request, and I've been registered at this practice for many years while rarely requiring medical attention. Given the contributions I make through my taxes, I feel the service provided has fallen short of expectations.

Reception staff failed to pass information on

I would rate this experience far lower if possible. I am the primary carer for my elderly relative who is registered at this practice, and my overall impression is that the level of care and attention is inadequate. The administrative staff handling telephone enquiries appear to operate from a remote location and have consistently failed to relay messages to appropriate teams, provided inaccurate guidance, shared incorrect contact details, and disconnected calls without explanation. These issues have occurred multiple times within just the past few days, and there have been additional concerns in previous interactions. I intend to escalate my concerns through the appropriate regulatory channels and pursue further action if required.

Long waits and concerning appointment experiences

I feel that this practice may be prioritising cost savings in ways that could compromise patient care. I experienced a significant delay of several weeks for an appointment after being advised by another healthcare provider that I should be seen urgently. Additionally, I had a concerning experience when my young child was assessed for a skin condition and prescribed a medication that I later learned had limited safety data in the paediatric population. A pharmacist expressed reservations about this prescription, but it was administered as directed, and I was unhappy with the outcome. My confidence in this practice has been affected by these experiences, and I believe the quality of care warrants review. I would encourage the relevant authorities to examine the practices and procedures at this surgery.

Reception unhelpful with online account setup

Disappointing experience with the practice. I tried to establish an online account for accessing results, but found the reception staff unhelpful throughout the process. The account setup was not completed correctly, and when I raised this concern, I was advised to visit the surgery in person despite having explained that I would be away and needed the system to function remotely beforehand.

Felt dismissed and not properly listened to

The clinician at this practice was dismissive and appeared unconcerned about patient wellbeing. The service provided was disappointing.

Reception made getting an appointment difficult

It is disappointing to witness the decline of this practice. The level of patient care appears to have diminished significantly. The commitment to supporting patients seems minimal. After many years as a registered patient, I have rarely needed to visit, but recent attempts to access appointments or see a clinician have proven quite challenging. The reception experience has been particularly frustrating. I am seriously considering finding alternative healthcare provision.