Thornaby & Barwick Medical Group

Telephone appointment kept me waiting hours

Why schedule a telephone appointment at a specific time and then leave me waiting for hours? I can't keep my phone with me constantly! Would they have done the same if I'd booked an in-person appointment instead? I'm very frustrated.

Reception staff talked over me repeatedly

The clinical staff are satisfactory, however the receptionist I encountered today was exceptionally poor. They repeatedly interrupted me during our conversation and appeared disinclined to listen properly. While I understand they may have been under pressure, given that most callers are likely dealing with health concerns, their communication approach on the telephone was quite inadequate.

Reception staff efficient but treatment fell short

I previously had confidence in this practice, as the team members and clinicians had always seemed competent. However, on this occasion, my experience was disappointing. I developed an infection that required hospital treatment. The healthcare professional I consulted provided only a topical treatment, which I felt was insufficient to prevent the infection from spreading. I believe antibiotics should have been prescribed alongside the cream to better manage the condition. The infection subsequently spread across a wider area than I would have hoped to avoid. This experience has left me concerned about the care I received.

Fast appointments through the online app

This is a multi-practice medical centre, and with my particular practice within it, appointments are handled efficiently without lengthy waits. I use the online application to schedule my visits. Any necessary testing is completed on the same day. The only drawback is that the pharmacy located below always seems to have queues.

Good appointment availability and friendly staff

The practice consistently offers good appointment availability with morning and afternoon time slots that work well. The team members and front desk staff are friendly and very helpful. I would certainly recommend this surgery to others.

Staff were friendly and got things done quickly

The team members are approachable, well-organised and provide excellent support.

Reception staff provided genuine personal support

The healthcare professional I saw really went above and beyond for me - they provided the level of support I would expect from a family member. Lovely person :)

Helpful doctors ordered regular blood tests

Absolutely wonderful clinicians helped me with my ongoing mental health concerns, really helpful in addressing physical health issues as well with ordering regular health monitoring tests unlike the previous practitioners I tried out. Big thanks to all the staff members doing an excellent job keep up the good work :D

Helpful diabetes class but appointments take forever

The diabetes education programme was excellent, though it would have been beneficial if it had continued for longer than four weeks. However, obtaining an appointment within that timeframe proves challenging, and most consultations are conducted by telephone rather than in person.

Frequent cancellations made getting help difficult

The appointments were frequently cancelled and the support provided was not particularly useful.

Appointment delays made for a frustrating visit

The medical staff at this practice consistently operate significantly behind schedule, with appointments regularly delayed by over an hour.

Getting young children's appointments is frustrating

I have two young children and find it very difficult to secure appointments for them. I feel that children of their age should be given priority access to appointments.

Long phone waits and unhelpful staff responses

I recently registered with this practice and experienced a lengthy wait on the phone, which was frustrating. The practice appears to need additional telephone support staff. When I spoke with a team member about my medication, I felt the response was dismissive. I was advised to attend in person for emergency supplies, which I felt was an unnecessary inconvenience. I'm concerned about the decision to discontinue my medication without what I considered adequate explanation, and I believe this warrants serious review by the practice management.

Staff were helpful and easy to talk to

Outstanding team and excellent care provided. Would strongly recommend to others.

Friendly receptionists made the booking process smooth

Excellent service from a welcoming team. I interacted with two separate members of the reception staff who were courteous and supportive throughout. Many thanks and please continue with the excellent standard of care.

Surgery staff always listen and help

I have always been satisfied with my experience at this surgery and have been treated well throughout my visits. Unfortunately, I cannot say the same about my experience with the hospital, where I have had to wait an extended period for a specialist appointment, and I have concerns that the appointment may be cancelled based on past experiences.

Can't get through on the phone

Poor service experience with difficulty reaching the practice by telephone and challenges making contact. Unable to recommend based on this visit. Very disappointing clinic overall.

Impossible to book an appointment online or phone

Extremely disappointing experience. I have had significant difficulty obtaining an appointment through multiple attempts using the online booking system. When I contacted the practice by phone, I was directed to alternative services, but this did not resolve the issue of securing an appointment.

Reception staff were helpful and efficient

Fulfils its purpose

Good service and easy to book appointments

I have consistently received good service.