Neasham Road Surgery

Friendly staff helped sort my online account

I've generally had a positive experience at this practice and find the staff to be approachable. I'm also grateful that the online account issue was resolved and it's functioning well now.

Receptionist was rude and unwelcoming

The receptionist's manner was quite unwelcoming and unfriendly during my visit.

Receptionist handled everything efficiently and politely

First time dealing with this practice on behalf of my father. The receptionist was very efficient and courteous.

Couldn't get through on the phone

I would suggest considering alternative healthcare providers if you have other options available.

Practice refuses to listen to patient concerns

I found my experience with this practice to be deeply unsatisfactory, with what felt like a lack of compassion throughout my interactions. The service quality was poor, and despite raising concerns over an extended period, I felt my issues were not adequately addressed. I have concerns about the management approach, as I felt my worries were not taken seriously or acted upon with appropriate urgency. I question how the practice maintains its current standards, as I perceived gaps in training and a reluctance to implement improvements. I was frustrated by the refusal to offer face-to-face consultations for matters I believed required in-person assessment. Additionally, I felt that clinical staff dismissed visible physical indicators when evaluating my concerns. On another occasion, I observed a staff member conducting a procedure without using standard protective equipment, which caused me concern about hygiene practices.

Long waits and impossible to book GP appointments

Disappointing experience. I felt the practice did not prioritise patient care. I attended for a blood test appointment, arrived on time, but waited considerably longer than expected before being told the appointment would need to be rescheduled for the following week. Once the tests were completed, there was no follow-up contact. When I called to enquire about my results, I was simply told they were satisfactory. However, I continued to feel unwell and requested to see a GP, but was unable to obtain an appointment. The waiting area often appears quiet with few patients present, yet it seems difficult to access GP appointments. The staffing arrangement appears disproportionate to patient needs, with what seemed like limited clinical staff relative to reception personnel. This created a confusing situation where the practice appeared understaffed for clinical services despite having adequate reception coverage.

Long wait times for telephone appointments

I contacted the surgery today to request an appointment and was informed that the earliest available slot was nearly two weeks away, with the initial consultation to be conducted by telephone. In my view, the level of service provided is disappointing, as the extended waiting period to speak with a healthcare professional is frustrating. This situation appears to contribute to people attending emergency departments instead, as there seems to be a disconnect between primary care availability and patient needs, which may inadvertently create additional pressures on the healthcare system.

Impossible to book appointments through reception

This practice is extremely difficult to contact for booking appointments. The reception staff lack compassion when dealing with patients. The clinicians appear to have limited availability. Given the large patient list, it seems reasonable to expect additional medical staff to be accessible for consultations. The shift towards telephone consultations during recent times should theoretically allow for increased appointment capacity, yet the practice appears to offer only essential services at their discretion. Additionally, patients report feeling unable to switch to alternative practices, leaving them without choice in their healthcare provider.

Friendly reception and quick appointment booking

Positive experience overall

Receptionists talk over you without listening

The reception team's communication style has been disappointing. They tend to interrupt and don't seem to give full attention to what patients are saying. The clinical staff are excellent, however the front desk team don't appear well-suited to their roles. I'm looking into changing practices because I feel my concerns and requests to speak with or see a clinician deserve to be treated with courtesy rather than the dismissive approach I've experienced repeatedly. I'm hesitant about making further calls due to the unwelcoming demeanor displayed by several members of the reception staff.

Friendly team who put our child at ease

The entire team demonstrates genuine warmth and friendliness. Both practitioners we have visited have been wonderful with our young child and have given us great peace of mind. We were recently discussing how pleasant our experiences have been and felt it was worth sharing this feedback. It seems people tend to voice their concerns more readily than their appreciation these days.

Reception staff could improve their listening skills

Some members of the reception team would benefit from developing better communication skills and showing more courtesy when dealing with patients. It's important to remember that professionalism and respectful service are key aspects of the role. That said, the clinical staff and several reception team members are genuinely pleasant and provide good support, though their efforts are somewhat undermined by a small number of individuals who may not be well suited to working in a patient-facing position.

Practice closed without notice on visit day

I arrived at the practice during what should have been opening hours, but found it closed. There was no visible notice displayed explaining the reason for the closure. I attended in the early afternoon.

Friendly staff made the visit pleasant

My partner's medical practice is a very pleasant place to visit, and the nursing staff are both personable and highly competent at what they do. I would suggest this practice to anyone relocating to the area.

Long-term patient who feels genuinely valued

I have been attending this practice for over two decades and remain very satisfied with my care.

Reception felt cold despite being clean and tidy

I have attended this practice on several occasions with family members. The reception area maintains good cleanliness and organisation, though it could benefit from ambient music and a more welcoming atmosphere to help visitors feel more at ease upon arrival. The layout beyond the waiting area proved somewhat confusing to navigate. The clinical staff demonstrated pleasant and helpful demeanours during consultations. The car park is limited in size and requires careful manoeuvring due to tight spacing. During one visit, I observed a vehicle being parked unsafely in close proximity to my own. I did not notice visible security cameras covering the car park area, which could be beneficial for monitoring and safety purposes.

Reception staff were disrespectful and unhelpful

The reception staff have not treated me with the respect I would expect. I would prefer to communicate directly with the clinical team rather than go through reception. On several occasions, I have found the interactions to be unpleasant and felt spoken to in an unprofessional manner. I am considering changing my GP practice as a result of these experiences.

Friendly reception made booking straightforward

Excellent practice with a wonderful team of healthcare professionals.