The Glen Medical Group

Long wait on the phone line

The appointment response took approximately 45 minutes, which felt unproductive.

Frustrated with long waits for callback

Waiting for a callback regarding my health concerns, becoming increasingly frustrated with the delay in receiving assistance when appointments take several weeks to arrange.

Professional care despite busy phone lines

Excellent service overall. Each healthcare professional I've encountered has demonstrated professionalism, courtesy, and comprehensive medical attention. The phone lines can sometimes experience wait times, but I have no complaints about the staff given the mounting demands they face.

No follow-up after tests ordered here

Haven't received any follow-up communication regarding tests that were arranged, which is becoming quite frustrating.

Quick and efficient vaccine appointment

Contacted the practice for a vaccination appointment, experienced minimal waiting time, and the visit was completed efficiently.

Efficient vaccine appointment, quick and straightforward

The vaccination appointment was well-organised and ran smoothly from arrival to departure.

Dismissed without examination or proper listening

A frustrating experience overall. I felt unsupported when I attended with a health concern and was discouraged from seeking help, with suggestions to manage the issue independently using over-the-counter options instead. During that visit, I wasn't examined thoroughly before being prescribed medication, which unfortunately didn't address the underlying problem. The interaction felt dismissive and unhelpful. More recently, I contacted the practice requesting a prescription for a treatment to help with my son's skin condition affecting his hands, which were causing him discomfort. A call with a staff member involved a lengthy conversation where I repeated information multiple times, yet no prescription was issued. I ended up purchasing a product independently as I didn't receive the support I was seeking. It feels counterproductive when a medical practice doesn't provide the assistance patients expect, particularly when we contribute through taxation. The service fell short of what I would hope for. I am considering registering with a different practice.

Staff made the vaccination appointment smooth

Just attended the practice for our covid vaccinations and all the staff members were excellent and very helpful. Thank you very much for the outstanding service provided.

Helpful staff despite long waiting times

Excellent and extremely supportive service. I'm looking forward to when I can hear properly again and hopefully the team can resolve the issue with my hearing device. I'm hoping the wait won't be too long. The current health situation has certainly created some challenges, with uncertainty around appointments and access to care. My hearing device has stopped functioning at the moment despite trying a replacement battery. I'm hopeful that the appointment coming up will help address this, otherwise I'll be without sound.

Reception staff were dismissive and unhelpful

I would rate this practice much lower if the option existed. The receptionist I encountered today displayed behaviour that I found rude and condescending, with poor interpersonal skills that suggest a need for further training. Obtaining an appointment to see a clinician is extremely difficult as the surgery appears consistently full, and attempting to book by telephone in the morning results in continuous engaged tones. When I attended in person early in the morning, I was informed that no appointments were available. I would recommend looking elsewhere for your care.

Couldn't get an appointment for weeks

On several recent occasions when I've needed medical attention, I've had to visit a walk-in centre instead of my regular practice due to lengthy waiting times for appointments.

Reception staff need better customer service training

The clinical staff members are excellent and perform their roles very well. Unfortunately, the front desk team significantly detract from the overall experience. They came across as unwelcoming and unhelpful, lacking in understanding. It would benefit the practice if the reception team received training in customer service and professional communication.

Modern surgery with a helpful app and good staff support

A spacious and contemporary medical practice located in Hebburn. The facility also houses another practice which is in the process of closing. An on-site pharmacy is available, though some patients may prefer to use alternative options as the pharmacy space is compact and the payment system feels somewhat dated. The practice offers a straightforward app for requesting prescriptions and booking appointments, which functions effectively. A website is also provided, though many find the app to be the superior option. Securing an appointment is reasonably straightforward once you become familiar with how the booking system operates. Those unfamiliar with the process may experience longer waiting times of around a month. The reception team are very helpful and attentive. It would be beneficial if additional staff were stationed at the desk during peak times to help manage queuing. Phone-based support is also of a high standard. The introduction of a ticket system has improved the waiting experience, allowing patients to remain seated while awaiting their turn at reception. Overall, the practice demonstrates thoughtful management of patient flow.

Long waits but upstairs staff are helpful

I attend this medical centre for my annual diabetes check-up. I can confirm that the upstairs reception and clinical staff provide excellent service. I understand the concerns raised by other patients, as my own experience reflects similar challenges, particularly regarding appointment availability. The extended waiting times appear to be linked to increased demand on the practice's resources.

Reception staff were genuinely helpful and supportive

I have had no concerns with this practice at all. The reception team has been very helpful and the clinical staff have been excellent.

Reception staff insisted on unnecessary photo ID

Intrusive reception experience. I recently attempted to submit a form requesting digital access to the medical practice services. I was informed that photographic identification would be required. Upon reviewing the form, the only reference to photographic evidence appears in a section marked for practice use only. There are alternative methods available for identity verification, such as cross-referencing information already held in patient records. The receptionist, however, insisted that photographic identification was mandatory. It would be beneficial if the form were revised to clearly communicate to patients whether photographic ID is necessary or if identity can alternatively be verified through existing records, as indicated within the form itself.

Long wait for appointments, considering alternatives

I recently called to book an appointment and was informed that the earliest available slot is a month away. I found this waiting time quite frustrating and am now considering switching to a different practice.

Staff were genuinely helpful and attentive

The team provided excellent support and demonstrated genuine care throughout my visit. Everyone I encountered was friendly and willing to assist with my needs.

Long phone queues make booking impossible

I found the appointment booking process to be quite frustrating. After waiting on the phone for a considerable amount of time to get through, I was informed that there were no available appointments. When I asked about future availability, I was told there were none foreseeable. I then enquired whether I could be added to a list for when a slot became free, but was advised that this wasn't possible and that I would need to keep calling back to try to secure an appointment. The whole experience felt rather disorganised, and I'm disappointed that in the current day it's so difficult to book an appointment at my long-standing practice. The reliance on repeatedly phoning up feels like an unreliable system. I'm now considering whether it might be time to look for a different surgery.

Receptionists never answer the phones here

The reception team seems disorganised, as phone calls go unanswered throughout the day and it's unclear what keeps them occupied.