Moorlands Surgery

Rude staff and parking nightmare at clinic

The front desk staff demonstrate a serious lack of professionalism. A prominent physician advised me to forgo treatment simply because I wasn't experiencing symptoms—an approach that is incredibly irresponsible and negligent. Parking was already a significant challenge, and now they've further complicated matters by erecting a temporary structure meant to expand patient facilities, which appear unused. The neighboring streets are completely congested, creating a nightmarish scenario for individuals with limited mobility. Furthermore, like numerous other medical practices, securing an appointment requires weeks of waiting, with the only option being to call precisely at 8am and then endure a prolonged phone queue, hoping someone actually picks up—and even then, success is far from guaranteed.

Frustrating wait times and rude staff

Abysmal service - critically undermanned, discourteous and invasive front desk staff. Anticipate extended telephone wait times and disappointing resolutions when attempting to contact them.

Quick help when i needed it

Used Ann's e-consultation service and was initially told to expect a reply by Tuesday, but by Friday afternoon, I was pleasantly surprised. A nurse reached out within 60 minutes, conducted a phone consultation, and quickly prescribed medication that was sent directly to the pharmacy in just two hours! Incredibly efficient service that really works for those seeking convenient healthcare. Highly recommend this approach! Grateful for such a smooth experience x x

Quick help with my health concerns

I dropped by the medical center due to some worrying health issues. The front desk staff member was incredibly kind and supportive. She quickly organized an appointment for me with a physician at the PHD on Woodlands Road. I was seen without delay and tests were scheduled for the next day. A week later, I was booked in with Rebecca, one of the nurse practitioners, who was outstanding. Although I'm not a frequent visitor to this practice, my encounters have consistently been excellent. The quality of their personnel is truly top-notch.

Rude receptionist ruined my healthcare hopes

Absolute chaos at this medical practice. When I attempted to schedule an appointment, a receptionist with zero clinical expertise dismissively suggested I go to a pharmacy instead. Frustrated, I ended the call and promptly switched to another healthcare provider. In my view, these staff members are completely unqualified to be filtering patient inquiries.

Frustrating hip surgery journey with no follow-up

I've been battling osteoarthritis affecting both my hip joints, and throughout these three painful years, my interactions have been limited to digital and telephonic communication. Last year, I underwent surgery on one hip with absolutely no post-operative follow-up. Fortunately, my consultant is scheduling the second hip procedure in August. However, my doctor has now decided to discontinue my codeine prescription. What a remarkable display of support.

Blocked from my own medical records

I consulted Dr. Cooling and was deeply frustrated by the inaccurate statements documented about me. Upon returning home, I attempted to review my medical records, only to find I had been blocked from accessing them. The sole visible entry was regarding my mental capacity, which seemed deliberately written to provoke and upset me, clearly done out of malice. Fortunately, my self-confidence matches that of a physician, rendering me immune to such tactics. Doctors continue to operate with an antiquated, superiority complex reminiscent of Victorian-era thinking. As a result, I will never again set foot in a medical practice. These professionals are no more intellectually sophisticated than any random individual on the street. They demonstrate a profound lack of ethical understanding and empathy. The entire medical facility and its staff are utterly ineffective and worthless.

Frustrating care and dismissive staff at clinic

Medical staff seem disconnected from patient concerns, with both my spouse and I experiencing incorrect diagnoses. The front desk personnel are condescending, acting superior and displaying discourteous behavior. While the surgical procedure itself was initially promising, the overall quality of care has significantly deteriorated.

Friendly doctors who truly care about me

I've consistently had a great experience here, and all the physicians are genuinely caring. With my chronic health issues, the staff remains incredibly attentive and responsive. Checking results via phone is standard practice everywhere, so that's no issue. The team genuinely prioritizes patient care, and the front desk staff are always courteous and helpful. I'm completely satisfied and have no intention of switching medical practices.

Waited forever for thirty seconds

Complete waste of time. Spent over 90 minutes waiting for an appointment due to the doctors' massive delays... then received a mere 30-second consultation before being dismissed without any genuine concern or attention.

Rude receptionists ruined my healthcare

Absolutely dreadful service without exception - this isn't just an isolated incident. The reception staff are discourteous and arrogant, with one being so appalling that the manager compelled her to provide a written apology - her reprehensible conduct was completely unacceptable, and frankly, she should have been terminated: had I behaved similarly as a patient, I would have been removed from the premises and denied treatment. This exemplifies the increasingly hypocritical NHS approach we're witnessing. Moorlands prescription services consistently deliver late, incorrect, or incomplete orders. The Practice Manager and Dr Cooling are solely focused on cost-cutting, prioritizing financial savings over patient care: if you suffer from Diabetes, Cancer, Chronic Pain, MS, or any 'expensive' condition, you'll be persistently harassed about medication expenses and forced to battle for essential treatments (which you've effectively prepaid through National Insurance contributions). I'm exhausted by claims that the NHS is free when it's clearly not: I've worked and paid National Insurance for over 30 years, never claimed benefits, and still pay for prescriptions - how is this a free service? Cheaper than private, certainly, but absolutely not free. I'd switch doctors if Darlington wasn't suffering from a shortage of competent medical practitioners. Definitively avoid Moorlands - they previously had two genuinely excellent doctors (Dr Shaw was outstanding), but those professionals have departed, leaving behind staff who are a complete embarrassment and desperately need training in customer interaction. I've never encountered such hostile, aggressive, and angry staff anywhere. This is no exaggeration - Moorlands is notorious for being incompetent and poorly managed.

Long wait ruined my whole morning

Getting assistance is acceptable eventually, but today's experience was incredibly exasperating. I've spent nearly three hours attempting to call, and the line has consistently been busy, which is supremely irritating.

Prescription headache at this pharmacy

The medical attention was acceptable, but their prescription handling is completely dysfunctional. Attempting to contact them is an exercise in frustration because their phone line is consistently unreliable, making it uncertain whether you'll even receive assistance. On the rare occasions you do connect with someone, there's no assurance of resolving your issue. I've personally made two trips to the pharmacy to collect my medication, yet they still haven't transmitted the prescription—a recurring problem that has happened previously. Now I'm left without my essential medication, which is utterly ridiculous.

Kind doctor helped me feel better

Exceptional assistance during my recent call, where the receptionist skillfully directed me to Doctor Muhammed. He was incredibly compassionate, treating me with utmost respect and helping me feel comfortable while discussing my medical concerns. After 24 hours, I'm already experiencing improvement thanks to the precise diagnosis and prescribed medication. My sincere appreciation goes to Moorlands - they've consistently provided excellent service, and I've never encountered any issues. The staff's professionalism is commendable, especially considering the challenges of working directly with patients.

Worst healthcare experience ever at this clinic

The medical practice is a complete disaster when it comes to medication delivery and communication. Prescriptions are consistently delayed or missing at the pharmacy, and their phone lines are essentially impossible to access. The nurse practitioner rushes through patient interactions with an assembly-line mentality, treating healthcare like a fast-food service where speed trumps genuine care. This is an absolutely useless medical facility. Update: I've been attempting to contact them for five consecutive days, making 72 separate phone call attempts. When calls aren't immediately dropped, the rare time I actually connect, they incomprehensibly instruct me to try calling another line - which is ridiculous, since there's only one available line to begin with.

Rude receptionists and endless phone wait times

Called and spent forever on hold, only to be disconnected when finally reaching someone. The front desk staff are incredibly rude, acting superior and dismissive. What used to be a great medical practice has completely deteriorated over the past couple of years, and I now have zero patience for their terrible service.

Delayed death certificate caused unnecessary stress

My rating would be zero stars if possible, hence the lone star. I contacted their personnel about a death certificate midweek, and by the end of the week, no progress had been made. During this emotionally challenging period for my family, I was forced to follow up repeatedly. Are they oblivious to the fact that death registration has a strict 5-day window? Their performance is utterly inept, and I'm grateful I'm not permanently associated with their services.

Dismissive doctor led to hospital visit

I encountered an absolutely abysmal interaction at this medical practice. The doctor completely disregarded my gastritis symptoms, which ultimately led to my emergency room visit and subsequent invasive gastroscopic procedure. If there were an option to award a sub-zero rating, I would gladly do so.

Friendly staff made my visit smooth

Every single staff member here has consistently demonstrated kindness and a willingness to assist, even during hectic periods. There's absolutely nothing I can criticize about this medical practice.

Unhelpful front desk staff killed my mood

The front desk personnel could benefit from immediate customer service training or might be better suited to a different professional role that matches their interpersonal skills more appropriately