South Hylton Medical Centre

Online booking made appointment simple

I arranged an appointment through the online system and was able to attend my visit the following day without delay.

Couldn't get through on the phone

Attempted to contact the surgery by telephone but was unable to reach anyone.

Reception staff were kind and appointments came through quickly

It's surprising to see how many negative ratings this practice has received, as I've never experienced any issues during my frequent visits. The reception team has consistently been welcoming, and I've always found it straightforward to get appointments and arrange referrals when needed. Several of the clinical staff members have stood out as exceptional healthcare professionals in my experience, and I've had positive interactions with others as well. What impressed me most was their genuine attentiveness, their compassionate approach, and their clear expertise combined with genuine care for their patients as people. To everyone working at this practice, thank you for your dedication. I'm puzzled by the negative feedback you've received, but from my perspective, you're doing a great job. :)

Turned away despite hours of severe pain

I would rate this experience extremely poorly. My child has been unwell for several days. They woke in the early morning in severe distress with abdominal pain. I attended the practice at opening time believing there was a serious urinary tract infection, only to be told that emergency appointments are not available for this type of condition due to how frequently it occurs. A urinary tract infection can pose significant health risks if left untreated. A sample was collected regardless. I then contacted a pharmacy who indicated they could provide an immediate consultation. I returned to the practice to collect a sample bottle and discovered the original sample had not been submitted. I took it to the pharmacy, where the infection was confirmed. A consultation was arranged and medication was prescribed. The practice needs to significantly improve its approach. The existing feedback about this service is concerning, and turning away someone reporting hours of severe pain is unacceptable. No helpful guidance was offered, and I was told there was nothing the practice could do or any over-the-counter options available. This response was deeply disappointing.

Phone queue waits make in-person visits faster

Getting through to the surgery by phone is extremely frustrating. Even when calling at the start of the day, there can be lengthy delays before anyone picks up, sometimes taking 15-20 minutes. It often feels faster to make the journey in person and speak to someone face-to-face. This is quite disappointing.

Unwilling to help when you're unwell

The practice appears reluctant to engage with patients who are unwell.

Transferred away due to dismissive GP approach

I'm pleased to have finally moved to a different practice. I've always found the reception team and nursing staff to be helpful and professional, however I had a very negative experience with one particular GP. I felt the consultations were dismissive and unhelpful, which was the primary reason for my decision to transfer elsewhere. Other members of my family have also reported similar concerns. If you're considering registering at this practice, you may wish to discuss your GP preferences during the registration process.

Phone queues make booking appointments difficult

The medical practice's approach is disappointing. I have made several requests to avoid seeing a particular clinician, yet I continue to receive appointments with them regardless. Reaching the practice by telephone is consistently difficult. On one occasion, I was first in the queue when calling and waited over half an hour without anyone picking up. The booking system is also problematic—you call to request an appointment, receive a text with a link to follow, enter your symptoms for assessment, and then wait for a callback to confirm your appointment time. The one positive aspect of the practice is the nursing staff, who provide excellent care.

Reception staff were dismissive and unhelpful

The reception team displayed poor manners. I was also disappointed with one of the clinicians, who suggested I search for information online rather than providing guidance. Overall, a disappointing experience.

Reception gave passive aggressive messages about referrals

If I could give this place 0 stars I would. First of all, some clinicians are actually rude. One particular clinician has been seen over these last couple months for help towards a diagnosis, due to unfortunately having all the symptoms relevant to the condition being investigated. I wasn't given the diagnosis even though the NHS website states only 2 out of 3 symptoms are needed to meet diagnostic criteria. I asked for a referral which was confirmed I'd receive, then I asked for an update to be told I wouldn't get it. The clinician denied saying I would even though calls are recorded, which is now a complaint. After receiving such disappointing news I was then told by this clinician that I already have children. I don't. Not living children anyway, so this is poor on their part. I then got told I was going to get a different referral. After that news I moved practices and got a passive aggressive text saying they're cancelling the referral because I moved. Now I have to go through the process of appointments again. Where they should have put the referral through at the time and it would be transferred to my new GP. Wouldn't waste your time or mental health on this place.

Reception phone queues causing repeated frustration

This practice was previously excellent, but has noticeably declined over the last year or so. The reception team appears to be a significant weakness for the organisation. Even when calling early in the queue, there can be substantial waiting times of around 15-20 minutes before someone answers. This is now the third occasion where I've received an assurance from reception staff that hasn't materialised - for instance, during a recent call I was told someone would speak with a clinician and get back to me, yet several hours passed without any contact. When I called again, I discovered that no message had actually been passed on and there was no record of the interaction. This pattern is becoming increasingly disappointing and feels rather unprofessional.

Couldn't get a proper appointment in two years

I have been unable to secure an in-person appointment with a clinician at this practice over a two-year period. My only contact was a telephone consultation, during which I was unable to verify who I was speaking with. Obtaining out-of-hours appointments has proven extremely difficult. I feel this situation warrants attention from the relevant authorities.

Long wait in the queue today

Waited a considerable time in the queue. The length of the wait was quite disappointing.

Couldn't get through on the phone

I would give them the lowest possible rating if I could.

Receptionist blocked access to appointments

Would rate this service much lower if possible, as I found it deeply disappointing. The reception staff came across as unwelcoming and unhelpful. I have struggled to secure an appointment through them, and as a result have been without necessary medication for an extended period.

Receptionist explained things clearly and helpfully

I am very satisfied with the service provided. The reception staff are courteous and communicate clearly, and the clinical team members I have interacted with demonstrate considerable expertise and competence. I appreciate the care received.

Struggling to book appointments by phone

This practice has declined since the pandemic. It is very difficult to reach them by phone, and even when arriving early in the morning, there are no available appointments. Staff suggest calling back the next day, but the same issue occurs repeatedly. I have been attempting to secure an appointment for two weeks without success. The advanced paramedic and nurse are helpful and professional, however the doctors are disappointing.

Difficult phone lines and long appointment waits

Would not suggest using this practice. The team displayed an unwelcoming demeanor and the appointment system proved frustrating, with calls made at opening time often resulting in being asked to ring again the following day. When appointments were eventually secured, they were frequently scheduled several weeks ahead, leaving patients feeling undervalued and overlooked.

Couldn't get through on the phone

I have attempted to contact the surgery multiple times this morning and experienced several disconnections during my calls. The reception staff did not appear particularly helpful, and I felt the clinical staff lacked understanding of my concerns. Obtaining appointments has proven very difficult, and I was informed that I would need to schedule a consultation before receiving test result information. I found this frustrating and have consequently decided to register with a different practice in order to receive the care I felt I required.

Practice refused adequate inhaler supply for travel

Absolutely useless, requested a supply of medication for my child's travel abroad. Took multiple attempts just to obtain it and they only provided a partial amount of what was needed. Totally inadequate and concerning for the trip ahead. Doesn't make sense 😡