Neasham Road Surgery

Phone queue makes appointments impossible

Attempting to secure an appointment proves extremely difficult. Calling at opening time results in a lengthy queue, and by the time of arrival at the practice, all available slots have been taken. The only options offered are to contact an alternative service or return the following day. The appointment system feels inadequate and leaves patients feeling their wellbeing is not being prioritised.

Practice pushed me toward non-doctor appointments

I was disappointed to be directed towards a healthcare professional other than a doctor and felt frustrated when told there was no meaningful difference in their qualifications. I strongly disagree with this perspective. Members of the public should be aware they can request to see a doctor specifically. Given my concerns about the approach taken at this practice, I have decided to seek care elsewhere where I feel the professional distinctions are better respected.

Nurses shouldn't replace qualified GP appointments

Nursing staff were utilised rather than doctor-led consultations, which felt like a different standard of care than expected.

Reception staff were dismissive and unhelpful

The surgical experience was extremely disappointing, with poor coordination among team members. Reception staff interactions were often curt and unwelcoming. Clinical staff appeared reluctant to provide treatment or necessary referrals during periods of significant discomfort, instead offering minimal assistance.

Reception staff were dismissive and unhelpful

The reception team at this surgery demonstrated unhelpful and dismissive behaviour during my visit. I would not recommend this practice to others.

Long waits and staff who hang up phones

The practice has lengthy waiting times for appointments, often extending several months into the future. Some team members have ended phone calls abruptly, preventing proper discussion with clinical staff. Even when consultations do take place, the options available appear limited, with most cases being referred onwards to other services rather than managed locally. These external referrals themselves involve substantial delays before any initial assessment occurs.

Friendly reception staff made all the difference

Excellent Healthcare Facility in the Area I have consistently received outstanding care at this practice. The team demonstrates genuine commitment to patient wellbeing and provides thorough, attentive service. The facilities are well-maintained and the appointment system runs smoothly. I would confidently recommend this practice to anyone seeking quality healthcare in the region.

Friendly staff but appointments are hard to find

I consistently experience friendly and welcoming reception staff, and the clinical team members demonstrate good listening skills and handle matters in a balanced manner. It appears that securing appointments has become more challenging following the expansion of the local residential area, which is understandable given the increased demand until such time as the practice is able to expand its workforce with additional clinical personnel.

Friendly reception made the visit worthwhile

Excellent experience x

Hard to reach by phone in the morning

I have been a patient at this practice for many years and have consistently been satisfied with the standard of care I have received. My main concern relates to challenges experienced when attempting to reach the practice by telephone during morning hours to book appointments. I did encounter a difficult interaction with a member of the reception team on one occasion, however this was addressed promptly by the practice management, and I was offered an apology, which I appreciated.

Reception staff gave conflicting reasons for cancellation

I would advise against registering at this practice. I attended the surgery on a Friday morning for a scheduled appointment for my young child's routine vaccinations that was booked for mid-morning. I had received a text message the previous day at mid-morning confirming my appointment. Upon arrival at the surgery, I was unable to check in using the screen and spoke with the receptionist, who informed me that the appointment had been marked as cancelled in the system and my slot had been allocated to another patient who had not yet arrived. I disputed this, explaining that I had visited the surgery the previous day and the receptionist had confirmed the appointment at that time. The receptionist advised that nothing could be done and the appointment would need to be rebooked. My family member had driven me and my child to this appointment and had travelled some distance to do so. I had given my child medication in preparation for the appointment. My family member asked to speak with the practice manager. During this conversation, the manager was dismissive and provided a different explanation for the cancellation than the receptionist had given. The manager stated that a staff member was absent due to illness and the vaccination clinic had been cancelled, yet this contradicted what the receptionist had said about my slot being given to another patient. If all vaccination appointments had been cancelled, why would the receptionist have mentioned my slot being reassigned? I was told that a cancellation confirmation text had been sent to me, which I had not received. I showed my phone to both staff members to demonstrate this. Had I been properly notified of the cancellation, I would not have made the journey to the surgery. I am dissatisfied with how this situation was managed and felt the staff, particularly the manager, lacked empathy and professionalism. I attended with my child, had prepared them for the appointment with medication, and felt dismissed by the manager's response. I have submitted a formal complaint to the surgery but have limited confidence in receiving a meaningful response or apology for the experience. When appointments are cancelled, patients should receive direct contact from the surgery to inform them and should be offered alternative appointment slots, as it is extremely difficult to reach the practice by telephone for routine bookings. When I attempted to call two days prior to arrange my own appointment shortly after opening time, I was placed far down in the queue. I have consulted with two clinicians who have provided excellent care, but the initial reception experience fell short of expected patient service standards.

Staff were professional and genuinely courteous

Excellent, well-organised service with professional and courteous staff. This practice operates to a high standard and appears to be among the best in the area. Those seeking prompt, efficient care will find their experience here to be positive, while those expecting excessive appointments or lengthy consultations may find the approach less suited to their preferences.

Long waits and staff won't acknowledge problems

AVOID like your life depended on it!! Absolutely appalling GP Surgery that never accepts their faults and will therefore never correct them. Your health and wellbeing is at serious risk if you're unwise enough, like I was, to even consider registering with this excuse for a GP Surgery!! This area must have the worst NHS services in the entire country!!

Receptionist dismissed concerns without seeing doctor

I called to discuss a health concern and requested an appointment with a GP. The receptionist suggested I visit the pharmacy to purchase an over-the-counter remedy instead. This is an ongoing issue that hasn't responded to previous over-the-counter treatments, and I felt uncomfortable receiving medical guidance from reception staff rather than a qualified healthcare professional.

Couldn't get appointment for four days

Would rate lower if possible. Unable to secure any available slots, have been attempting to arrange a consultation for my young child who has been experiencing chest symptoms for the past four days without success. Was advised to contact the out-of-hours service instead. It appears this may contribute to the pressures faced by hospital services. Found the situation extremely frustrating.

Friendly reception and quick appointment booking

The receptionist was friendly and welcoming, the appointment was arranged promptly, and the clinician provided excellent care. Overall, it was a positive experience at the practice.

Hard to book but staff were professional

Getting an appointment can be challenging, but the clinical staff, nursing team, and reception staff are all professional and courteous.

Impossible to book an appointment with a gp

It is extremely difficult to obtain an appointment with a doctor at this practice. Instead, consultations are typically conducted with nursing staff who do not perform thorough examinations or provide appropriate care options. I received inaccurate information and was directed to seek advice from a pharmacist regarding medication, which I found to be incorrect guidance. This experience has been very disappointing, and I feel the standard of care at this surgery continues to decline.

Friendly staff made me feel welcome

The receptionists and staff members are very welcoming and supportive. The clinical team are excellent. I am very pleased to be a patient at this practice.

Hygiene concerns during blood draw appointment

I was quite worried about the hygiene practices observed during my blood test appointment. I noticed that appropriate personal protective equipment did not appear to be used, which I felt should be a fundamental aspect of safety procedures.