Patient Experience Summary

Feedback on this practice reveals a stark contrast between experiences. The vaccination service received consistent praise, with patients highlighting welcoming staff, efficient coordination, and professional clinical delivery that made the process smooth and comfortable. However, broader service provision presents significant challenges that dominate recent feedback. Appointment access remains a persistent problem, with patients reporting perpetually busy phone lines, non-functional callback systems, and booking difficulties that force repeated attempts or in-person visits. Reception experience has been frequently criticized, with accounts of unhelpful staff, dismissive attitudes, and poor communication when patients seek assistance. Beyond access issues, patients have raised concerns about medication supply constraints, delayed sick notes, and inadequate responsiveness to urgent care needs, with some reporting that essential follow-up care could not be arranged despite hospital recommendations.

While individual clinical staff have received recognition for attentiveness and professionalism, systemic service failures appear to undermine the overall care experience. The practice demonstrates capability in delivering organized, coordinated services when resources are focused on specific initiatives, yet struggles with fundamental operational functions including telephone management, appointment scheduling, and staff courtesy during routine interactions. These patterns suggest organizational and coordination challenges that extend beyond individual performance.

Appointment

18.75 %
Bad

Reception

28.50 %
Bad

Cleanliness

72.00 %
Great

Care

35.20 %
Poor

Respect

26.30 %
Bad

Seen on time

22.10 %
Bad

Filter

JW

Jade W. Google 5 years ago

Rating

Excellent!

Fantastic doctors at mckenzie house surgery

I'm currently at Hartfields surgery, now located in McKenzie House. Dr. Trivedi and Dr. Paul are exceptional healthcare providers. Getting an appointment with the specific GP you wish to see is always hassle-free.

More Info
CG

Charlotte G. Google 5 years ago

Rating

Excellent!

Smooth vaccine experience with helpful and friendly staff

I'm glad to share my thoughts on this experience. The entire process was swift, welcoming, and enjoyable, thanks to the exceptional staff. Compared to my initial vaccination, this time was notably more efficient and smooth.

More Info
LG

Lin G. Google 5 years ago

Rating

Excellent!

Quick and smooth covid vaccine experience

Received my second coronavirus vaccination today, and the process was incredibly smooth. The healthcare professionals were wonderfully friendly and made the entire experience welcoming and comfortable.

More Info
AS

Abbie S. Google 5 years ago

Rating

Excellent!

Quick and painless covid vaccine experience

Got my initial and follow-up covid shots here. The process was incredibly smooth and speedy, and the personnel were absolutely delightful!

More Info
LB

Leanne B. Google 5 years ago

Rating

Excellent!

Quick and efficient vaccine experience

Received both COVID-19 vaccine doses at this location. The process was straightforward and the personnel were extremely supportive and friendly.

More Info
JF

Joan F. Google 5 years ago

Rating

Excellent!

Excellent service with friendly and helpful staff

Exceptionally managed establishment with highly courteous and competent personnel who deliver top-notch service with ease and professionalism.

More Info
BS

Brian S. Google 5 years ago

Rating

Excellent!

Quick and painless vaccine experience

Arrived for my follow-up vaccine dose, and the medical personnel were absolutely fantastic. Smooth, professional, and incredibly helpful throughout the entire process.

More Info
JL

Janet L. Google 5 years ago

Rating

Excellent!

Smooth sailing through covid vaccine experience

The staff managing the coronavirus vaccination center demonstrated exceptional organizational skills and utmost professionalism. The environment felt calm and welcoming. They articulated the procedure with clarity and executed the vaccination process swiftly, always prioritizing the well-being and safety of everyone involved.

More Info
CM

Claire M. Google 5 years ago

Rating

Excellent!

Efficient and friendly covid vaccination experience

Got my two COVID vaccinations at this location, and everything ran perfectly without a hitch. The personnel were welcoming and the entire experience was seamless and well-organized.

More Info
DB

David B. Google 5 years ago

Rating

Excellent!

Quick and smooth covid vaccine experience

Quick second COVID shot. Smooth process, went in and out without any complications.

More Info
DC

Debbi C. Google 5 years ago

Rating

Excellent!

Smooth and friendly covid vaccine experience

Got my two COVID-19 vaccine doses at this location, and their organization and hospitality are top-notch. The entire process was incredibly smooth and well-managed. Every staff member was incredibly warm and made me feel completely comfortable from the moment I arrived. A special shout-out to Danielle, who was particularly outstanding! Kudos to the entire team for delivering such a fantastic vaccination experience.

More Info
KK

Kittykatty731 K. Google 5 years ago

Rating

Excellent!

Smooth service with caring and professional staff

Service was incredibly swift, and the employees demonstrated exceptional professionalism. They instantly helped me feel comfortable and took care to thoroughly explain everything. The entire facility was immaculately maintained and well-structured.

More Info
ES

E S. Google 5 years ago

Rating

Excellent!

Quick and smooth vaccine experience

Incredibly smooth COVID vaccination center. Personnel were welcoming and helpful. The entire process was remarkably straightforward.

More Info
RH

Ross H. Google 5 years ago

Rating

Excellent!

Smooth and friendly covid vaccine experience today

Outstanding personnel. I got my second covid vaccination today and experienced top-tier care. The process was expertly coordinated, and despite ongoing challenges, the staff demonstrated remarkable enthusiasm and warmth.

More Info
AH

Angela H. Google 5 years ago

Rating

Excellent!

Quick and painless covid vaccine experience

Received my follow-up Covid vaccination at the medical center this afternoon. The clinic operated smoothly and the personnel were welcoming and pleasant - much appreciated!

More Info
JR

Jean R. Google 5 years ago

Rating

Excellent!

Smooth sailing through my covid vaccine experience

Received my second Covid vaccine dose. The process was swift, well-organized, and the staff were incredibly welcoming. Absolutely top-notch experience from start to finish.

More Info
MA

My A. Google 5 years ago

Rating

Excellent!

Quick and friendly covid vaccine experience

Incredibly welcoming and streamlined Covid vaccine experience! Extremely quick and smooth! :-)

More Info
MB

Martin B. Google 5 years ago

Rating

Excellent!

Smooth vaccine experience with caring and professional staff

I've just received my second COVID vaccine, and just like the first time, the experience was carried out with friendliness and professionalism. All the staff members were incredibly helpful and maintained cheerful demeanors, which really helped me feel relaxed and comfortable. A heartfelt thank you goes out to the entire team for making the process so pleasant.

More Info
CK

Carole K. Google 5 years ago

Rating

Excellent!

Smooth and speedy covid vaccine experience

Got my second COVID vaccine today. The healthcare team was outstanding - incredibly professional, swift, and gentle during the entire process. The staff were so welcoming and friendly. I'm truly grateful for their exceptional care and warm approach xxx

More Info
AH

Andrea H. Google 5 years ago

Rating

Excellent!

Friendly staff made covid vaccine a breeze

Got my initial and follow-up coronavirus vaccinations at this location, and the personnel are truly exceptional and incredibly welcoming. The whole procedure was straightforward and as pleasant as getting shots can possibly be. Kudos to the wonderful team for their fantastic service xxx

More Info

For practice staff

Respond to patient reviews

Monitor satisfaction trends

Generate CQC evidence reports

Claim & Manage Profile
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

  • 01429 230000
  • Mckenzie House 17 Kendal Road Hartlepool Cleveland TS25 1QU

Patient Experience Summary

Feedback on this practice reveals a stark contrast between experiences. The vaccination service received consistent praise, with patients highlighting welcoming staff, efficient coordination, and professional clinical delivery that made the process smooth and comfortable. However, broader service provision presents significant challenges that dominate recent feedback. Appointment access remains a persistent problem, with patients reporting perpetually busy phone lines, non-functional callback systems, and booking difficulties that force repeated attempts or in-person visits. Reception experience has been frequently criticized, with accounts of unhelpful staff, dismissive attitudes, and poor communication when patients seek assistance. Beyond access issues, patients have raised concerns about medication supply constraints, delayed sick notes, and inadequate responsiveness to urgent care needs, with some reporting that essential follow-up care could not be arranged despite hospital recommendations.

While individual clinical staff have received recognition for attentiveness and professionalism, systemic service failures appear to undermine the overall care experience. The practice demonstrates capability in delivering organized, coordinated services when resources are focused on specific initiatives, yet struggles with fundamental operational functions including telephone management, appointment scheduling, and staff courtesy during routine interactions. These patterns suggest organizational and coordination challenges that extend beyond individual performance.

Appointment

18.75 %
Bad

Reception

28.50 %
Bad

Cleanliness

72.00 %
Great

Care

35.20 %
Poor

Respect

26.30 %
Bad

Seen on time

22.10 %
Bad
Filter

Order By

Rating