Skerne Medical Group

Reception staff handled call priorities well

After not needing to visit for quite some time, I have made several appointments this year. The entire team has provided excellent service, from the front desk staff who handle and manage incoming calls appropriately, through to consultations with clinical staff and medical professionals as needed. As is typical for routine appointments, there was a reasonable wait to be seen, but when I required an urgent consultation, I was accommodated the very same day. I believe this is a well-managed and efficiently organised practice with a capable team across all areas.

Medication reduced without consent or full records

I am very upset and feel disrespected by what has happened. My carer informed me that my pain relief has been reduced following a medication review that I was not aware was taking place. Rather than increasing my dosage, it has been lowered and I have been given an alternative instead. I recently transferred my care from another part of the UK to this practice, and the clinician who made this decision does not have access to my complete medical history. I have multiple serious long-term health conditions, including neurological and cardiovascular issues, as well as connective tissue disorders. I experience severe daily pain which significantly impacts my ability to care for both my young child and myself. The reduction in my pain medication and the switch to an alternative without my knowledge or agreement is deeply concerning. Additionally, my previous four years of medical records from my former location have not transferred across, meaning there is no documented reason for why I was originally prescribed this pain relief. Making medication adjustments without this crucial context troubles me greatly. I intend to lodge a formal complaint as I believe clinical decisions should not be made without adequate information and patient involvement. I am worried about how this situation may affect other patients as well.

Staff responsive to urgent skin concerns

I have been attending this practice for approximately two and a half years. The staff have consistently demonstrated helpfulness and responsiveness throughout my time as a patient. On occasions when I have required urgent appointments for dermatological concerns, I have been accommodated within two days.

Long phone wait to reschedule appointment

I have been on hold for a considerable amount of time and remain in a lengthy queue, simply trying to reschedule an existing appointment.

Reception staff could handle situations better

The reception team would benefit from additional training in handling difficult interactions.

Hard to reach by phone, long waits for appointments

The practice would benefit from increased resources, particularly regarding clinical staff. The medical professionals themselves provide excellent care when appointments can be secured. However, the administrative management could be enhanced. Reaching the surgery by telephone proves challenging. Appointment availability is limited, with substantial delays between requesting and receiving a consultation slot. The website content lacks clarity and appears to require regular updating. The overall experience has remained largely unchanged over the preceding twelve months.

Staff listened and tried their best despite constraints

The practice consistently demonstrates a genuine commitment to listening to patients and making every effort to help, even when constraints on available resources sometimes limit what can be offered. The majority of clinicians here are truly excellent.

Practice ignored complaint for nearly two years

The management team has not adequately responded to our formal complaint, which remains unresolved after an extended period. We have found it necessary to escalate the matter to the appropriate regulatory body for further investigation.

Quick vaccination appointment with no waiting around

Immunisation appointments. No delays, courteous, welcoming and well-organised.

Friendly reception and minimal wait times

Absolutely outstanding service. On par with private health care based on wait times and treatment received. The clinical staff are just fantastic. Reception staff are incredibly friendly and efficient. Thank you.

Receptionists won't take down health details

I had my blood pressure checked privately and was advised to seek further evaluation from my GP practice due to elevated readings. When I attempted to book an appointment by calling early in the day, I was unable to secure one. Having encountered this difficulty previously, I mentioned this concern to the person who performed the check, and was informed that providing my readings would likely prompt the practice to want to see me. However, when I tried to relay these readings over the phone, I was told that reception staff are not authorised to assess readings. I'm uncertain what alternative steps to take. I've attempted to communicate that I have high blood pressure and am experiencing dizziness and headaches, but the only response I receive is to try calling back the following day, which will probably result in the same outcome of no available appointment. The appointment system appears to be poorly designed, as it seems to create a situation where the practice cannot be held accountable, since they decline to record details from callers requesting appointments. This allows the issue to remain unresolved without any responsibility being taken. When someone contacts the practice with a health concern, their details should be documented and they should be contacted once an appointment slot becomes available. Instead, the practice appears to take no responsibility and simply asks patients to call back at another time. This is unsatisfactory, and there is a risk that this approach could lead to serious consequences for a patient, yet the practice would likely have no accountability given that no record would exist of the initial contact and all responsibility would rest with the patient. There should be professional standards in place to prevent such procedures from occurring in healthcare settings.

Quick response from initial contact to appointment

I would like to express my gratitude to all those who assisted with my healthcare matter today. The level of care and speed of response were truly outstanding, and the service I received throughout the entire process, from my first point of contact through to my subsequent appointment, was of the highest standard and is very much valued. My sincere thanks to everyone involved.

Phone system keeps cutting calls off

The phone system needs improvement as I experienced repeated disconnections when trying to navigate the menu options.

Felt listened to and treated with genuine kindness

I recently joined my new local medical practice after moving house and have been very satisfied with my experience so far. I have some ongoing health conditions alongside several new health concerns that have developed over the last six months, so I have consulted with various members of the clinical team and administrative staff, and each one has demonstrated expertise, compassion and professionalism. I have never felt pressured during appointments and have always felt my worries were genuinely heard, with explanations provided in a clear and accessible manner. Similarly, all reception team members I have interacted with have been welcoming and supportive. They have assisted me with technical difficulties regarding my online services and shown understanding when I have been dealing with personal challenges. I have also observed the same considerate approach being extended to other patients by reception staff during waiting periods. There can be delays when calling the practice, and routine appointment slots may require some patience to obtain. However, I have found that when urgent matters arise, the practice makes genuine efforts to accommodate patients promptly, typically within the same day or following day based on my own experience. I believe this approach functions effectively given the current pressures and resource limitations facing the NHS.

Easy to book appointments and genuinely caring

Excellent medical professionals. I have never experienced difficulty obtaining an appointment, and the reception staff consistently provide exceptional service. The team demonstrates genuine concern for their patients' wellbeing. I have been a patient here for over a decade and have had a consistently positive experience throughout.

Struggling to book appointments when needed

It is difficult to obtain an appointment at a time that suits your needs.

Appointments available when needed for my son

We moved to the Sedgefield area approximately a year ago and have been extremely satisfied with the standard of care provided by the local medical practice. We have consistently been able to obtain appointments promptly whenever required for my son, including an urgent same-day appointment in the late afternoon when he experienced an acute health issue. I have utilised the online consultation service for routine concerns and have consistently received prompt replies. Both the administrative staff and clinical team have demonstrated friendliness and helpfulness throughout our interactions. The clinical staff members have been particularly supportive and attentive. We are grateful to the practice for their dedication and commitment, which is genuinely valued.

Adequate service but nothing special

The practice is adequate.

Felt dismissed without proper consideration

The practice tends to dismiss concerns rather than address them thoroughly.

Phone queue moves faster on speaker

Excellent service. You might have to wait a while on the phone to get through, so a top tip is to put it on speaker phone and let it progress through the queue while you do something else. As I have the attitude that any healthcare professional is capable, getting an appointment is straightforward. I don't see the point in creating barriers to receiving treatment. It's better to get sorted and move on with life than to wait for a particular practitioner to be available.