Mckenzie House Surgery

Terrible medical care for my suffering mother

These medical professionals are completely incompetent; my mother is suffering from excruciating lower back pain without receiving proper care or relief.

Fantastic service when i needed help fast

Sought assistance at kendle Rd around 11am with no slots open, but the service was incredibly impressive. They managed to schedule me at wynyard Rd for 1:30pm. Once again, the staff were fantastic - friendly and efficient. I was in and out within 20 minutes and have absolutely no complaints about the entire experience.

Terrible service and dangerous medication mismanagement

I'm compelled to write this review due to the sheer arrogance displayed by one of the receptionists, who abruptly took me off medication without understanding the critical need for gradual dosage reduction. As a student in Hartlepool struggling with anti-depressants due to unaddressed bullying and harassment at my art school, I had been managing my medication by phone requests while awaiting a school decision. Initially, this process worked smoothly, but just before deciding not to return to Hartlepool, I encountered a significant roadblock. When attempting to request my medication during a transfer period, a receptionist curtly refused, with a telling pause suggesting an impromptu policy change against phone prescription requests. Her demeanor implied an arbitrary decision made without consideration of patient needs. Clearly lacking medical expertise, she seemed unaware of the dangerous implications of suddenly stopping Sertraline. Consequently, my mental health dramatically deteriorated, rendering me barely functional. As an asthmatic, these medication obstacles could potentially be life-threatening. This incident represents just one of multiple issues with this GP practice. The receptionists consistently advised emergency room visits for non-emergency situations, claiming a lack of x-ray capabilities. My hospital experience was chaotic and confusing, with me initially directed to the wrong department. A competent GP referral could have streamlined this process, but the receptionists' procedural ignorance created unnecessary complications. Their expectation that patients navigate multiple Hartlepool locations without transportation is utterly unreasonable. Patients should have flexibility in choosing their GP. In contrast, my West Yorkshire GP practice demonstrates common sense and staff knowledge that this practice sorely lacks.

Horrible customer service ruins medical practice experience

I've attempted to contact this facility repeatedly on behalf of a friend, and their inefficiency is astounding. Their initial recorded message drags on endlessly, ultimately resulting in a failed connection. Even worse, when I patiently wait in the phone queue and finally reach the front of the line, they abruptly disconnect the call. These incompetent individuals are completely unfit to work in healthcare.

Terrible service and dangerous medical mistakes

Zero stars is too generous! I've now abandoned this embarrassing medical practice and switched to Hart doctors surgery, which is incomparably superior in every aspect, including staff and reception. I wholeheartedly recommend Hart doctors surgery over this utterly terrible clinic. During my experience, I was prescribed medication that triggered a severe allergic reaction, forcing me to call paramedics. Additionally, the receptionists were shockingly unprofessional, displaying complete lack of courtesy and basic respect. If you're experiencing persistent problems with your current medical practice, make the switch immediately like I did - and you won't regret it for a second.

Terrible customer service and endless phone frustration

Absolutely terrible customer support - impossible to reach anyone. Constantly transferred between different numbers, getting disconnected each time. Tried lines 7, 1, and 5, and each attempt ended in frustration. Their communication system is completely dysfunctional and unprofessional.

Worst medical experience ever terrible service

Total nightmare of a medical center spent 6 weeks anticipating my appointment traveled far across the city arrived punctually stood idle while two receptionists slowly processed a single client each consuming at least ten minutes the prolonged wait already irritated me but when I finally reached the desk, the receptionist claimed I'd missed my slot and could do nothing about it, so I lost my registration due to their sheer inefficiency and complete lack of time management skills absolutely disgusted by their unprofessional conduct those receptionists deserve to be immediately fired

Terrible phone system and customer service nightmare

I phoned at 12:41 and immediately connected, shown as first in the queue. Despite waiting 15 minutes while still supposedly first in line, I decided to drive to the medical practice from Rift House, keeping my phone active. Upon arrival, I noticed only one staff member at the reception, not engaged on any call. When I inquired why no one was answering the phone, she seemed unaware. I asked about the manager's whereabouts and learned she was in the back room with other staff members. I requested to speak with her, but was told I could leave my contact details for a return call - which I found ridiculous. Their behavior was completely unacceptable, appearing to deliberately ignore my call or demonstrating managerial incompetence. Ultimately, the receptionist did resolve my issue without difficulty, but my phone continued ringing unanswered for 25 minutes. The level of service was absolutely shocking.

Terrible service avoid this medical practice at all costs

A complete waste of time, steer clear of this place. They claim I didn't follow the proper e-consultation procedure on their website and consistently deflect blame, suggesting I made errors. On another e-consultation attempt, they actually acknowledged deleting my request due to an overwhelming number of submissions. It's an absolute mess of a medical practice. I strongly advise finding a different doctor's office.

Worst customer service experience ever nightmare

Called to schedule an appointment and was informed I was fourth in line. After waiting for nearly an hour, I was suddenly told I was next in queue, only to be then dismissed and advised to call back the following day. This is absolutely unacceptable! The level of customer service is disgraceful, and they should be thoroughly embarrassed by their complete incompetence!!

Terrible customer service with endless phone wait times

Every single time I try calling in the morning, it's impossible to get through to anyone.

Frustrated with nhs healthcare for elderly patients

My elderly mother is unable to secure a medical consultation, and despite understanding the challenges facing the National Health Service, she can't even manage to contact them via telephone.

Terrible customer service ruins everything

The appointment scheduling process is utterly unacceptable. When I called, I was initially positioned as caller number 9, but after enduring a 30-minute wait, I was finally moved to caller number 1, only to be informed that the call queue was at capacity and my call would be terminated. This is completely ridiculous and demands urgent attention right away!!

Terrible service causing patient medication stress

The front desk staff act like they're in charge, and it's frustrating. I went for a medication review on October 29th, only to be informed I need another check-up. This forced me to carefully ration my depression medication, sometimes taking just one tablet daily to ensure I don't run out. Anyone dealing with these doctors should be cautious, as this happens every month. It's been incredibly challenging to secure my essential tablets and inhalers, especially with my COPD condition.

Terrible service and misleading online booking system

This online booking system for telephone consultations is a complete sham. You schedule an appointment at a specific time, but they treat it as a loose suggestion for the entire day. When I inquired why the GP hadn't called at the designated time, the receptionist claimed it wasn't a fixed appointment, but rather a queue number. I pointed out the PM clearly marked on my booking, which they absurdly denied despite my screenshot proving otherwise. Not only do they fail to honor appointment times, but the staff also blatantly lie. There's no direct contact for the practice manager, and to even submit a complaint, you're required to purchase Office 365 just to open their complaint form. The incompetence seems bottomless. Face-to-face appointments are perpetually unavailable, yet I'm told I must see a GP for a medication review. How can a review happen without an actual appointment? How am I supposed to manage without my critical medication? This practice desperately needs investigation and should be placed under special measures until they can perform the basic services they're funded to provide.

Worst medical practice ever terrible appointment system

I've been a patient at this medical practice for a long time, and I've never experienced such difficulty scheduling an appointment. The phone lines are perpetually busy, and I've been attempting to book a slot for the past three days without success. I even visited the clinic in person, only to be told that all appointments were fully booked and I'd need to keep calling every morning at 8:30. It's absolutely ridiculous. I urgently need medical consultation, and I'm at a complete loss. I'll likely have to resort to Urgent Care instead. I strongly advise against using this medical practice.

Worst medical service ever absolute nightmare

I'm utterly astonished that I'm even granting this service a single star. Over the past five days, I've attempted to reach the surgery using two separate phone numbers, but the lines are perpetually busy. Their call-back feature is completely non-functional, forcing me to physically visit the surgery and seek assistance from the receptionist, who proved utterly useless. When I requested she relay a message to the GP, she flatly refused (as if doing her job would be some tremendous inconvenience). She dismissively suggested I try the online system, which is not a viable option for my specific needs. Perhaps in the future, they might consider actually answering their phones and providing genuine customer support.

Terrible healthcare that prioritizes profits over patients

Penny-pinching mentality! Prioritizing costs over patient well-being, leaving me utterly frustrated without proper wound care supplies. The subpar dressings provided are ineffective and fail to adhere to my wounds. That's precisely why I was relying on dressings that actually worked! But due to cost-cutting measures, I'm now denied essential medical supplies - treating me less than human. Now I'm forced to attend multiple weekly appointments for a wound that demands more frequent attention than these appointments allow.

Efficient and professional covid testing experience

The coronavirus testing center operates with military-like precision, and the personnel perform their duties exceptionally well.

Compassionate heroes saving lives with covid vaccine

I've just received my second vaccine dose from this incredible group. They were all incredibly professional and remarkably dedicated. These healthcare workers are truly exceptional, and I have immense admiration for their efforts in administering vaccines. Despite being on duty since early morning and still going strong at 7pm, they maintained a positive, cheerful attitude. Let's continue to show appreciation for our incredible NHS staff. 💪