Wearside Medical Practice

Booking appointments easier through the app

Booking a routine appointment can occasionally present challenges, though there appears to have been recent improvement with more availability visible through the NHS app. The booking process itself is straightforward and convenient. The clinical staff demonstrate politeness and professionalism, taking time to listen to patient concerns, while the reception team comes across as friendly and supportive. Reaching someone by telephone is also reasonably quick.

Dismissive approach left me feeling unheard

I would rate this experience much lower if possible. The clinical staff came across as dismissive and unhelpful. I felt that important concerns I raised were overlooked, and the overall experience left me feeling worse rather than better. I would caution others about choosing this practice.

Consultation lacked investigation and proper care

I don't usually write reviews, but I feel it's important to share our experience in case it helps others. I recently took my child to see a clinician at this practice for symptoms that, in hindsight, were concerning. Unfortunately, the clinician appeared reluctant to pursue further investigation, and when I raised questions, the responses were often unhelpful. This lack of thorough assessment resulted in a significant delay before my child received appropriate care. We attended an urgent care centre the following day, where despite a lengthy wait, the team promptly identified the seriousness of the condition and provided suitable treatment. I'm genuinely grateful to those healthcare professionals for their competence and responsiveness. In my 13 years living in the UK, I've never experienced such an unsatisfactory consultation. Regrettably, this wasn't an isolated incident — this practice has been consistently underwhelming throughout my time as a patient. Despite submitting several complaints, I felt that concerns were not adequately addressed. That said, I want to acknowledge the excellent care I've received from other clinicians and nursing staff at the practice, who have been genuinely outstanding. I've since transferred to a different GP practice, and the difference in my experience has been noticeable. I share this review not merely out of disappointment, but in the hope that it encourages greater responsiveness to patient concerns and helps other families make informed decisions about their healthcare.

Reception staff lack clarity on appointment procedures

I would rate this practice two stars because while some clinicians demonstrate genuine commitment to patient care, there are significant concerns about the overall service quality. Certain reception staff members display unhelpful attitudes and appear unwilling to take responsibility for their conduct, which suggests inadequate oversight and quality assurance processes. The management appears focused on defending poor service rather than addressing underlying issues. Procedures are not communicated clearly to patients. For example, check-in at the desk is required even with a scheduled appointment, otherwise patients may not be called and could miss their slot. I experienced a situation where I was refused an appointment due to arriving late, while other patients were seen in my allocated time slot. Staff expect patients to be familiar with all policies without making these easily accessible, and will defend their position rather than provide written guidance. The practice advertises same-day emergency appointments as a commitment, yet in practice these are not issued, with patients instead directed to call the following day or contact NHS 111. When presenting with multiple symptoms requiring urgent attention, the practice requests separate appointments for each issue rather than offering extended consultations, creating unnecessary delays and inefficiency. Some clinicians and a few reception staff members are genuinely helpful and professional. However, the problematic staff members appear to operate without meaningful consequences, which reflects poorly on management standards. I have also had experiences with individual clinicians that were unhelpful. On one occasion, I required emergency hospital referral for urgent assessment. On another occasion, medication was prescribed following what I believe was an incomplete clinical assessment, resulting in an adverse reaction that necessitated emergency department attendance. These matters were reported to management without apparent action or commitment to service improvement.

Rushed appointment left serious infection undiagnosed

Attended an appointment regarding a throat infection and was advised it was a minor condition requiring rest at home, despite feeling the examination was cursory. The condition deteriorated significantly the following day, prompting a visit to an urgent care centre. There it was identified that the infection was more serious than initially assessed, resulting in hospitalisation for four days with substantial medication and concerns about airway involvement. This experience has prompted consideration of making a formal complaint about the care received.

Understaffed practice with poor appointment accessibility

The practice would benefit from increased resources to expand staffing levels and appointment availability. Communication could be improved, particularly given recent staff changes that have made it unclear who the regular healthcare provider is. Some clinical interactions could demonstrate greater compassion and attentiveness. The nursing team consistently delivers quality care and support. Access to appointment slots remains challenging.

Nurse made me feel at ease

I had an appointment with a member of the nursing staff who I found to be very professional and reassuring. They were a lovely person who helped me feel comfortable during the visit.

Phone lines closed early when they shouldn't have

I required urgent assistance on a Friday morning and made multiple attempts to contact the practice throughout the day, but consistently received an automated message stating the surgery was closed, despite their advertised hours extending until 6pm. I subsequently contacted the NHS 111 service who provided the guidance I needed. My concern is that this situation may contribute to unnecessary pressure on the 111 service, as calls that should reach GP receptionists are being redirected elsewhere. I found this experience very frustrating.

Reception dismissive about previous phone advice

I attended an appointment today and was questioned about the reason for my visit in a manner that made me feel the doctor was suggesting I should have understood information from a previous telephone consultation. I found the interaction to be dismissive and unkind. The approach lacked compassion and professionalism, which I feel is essential in healthcare. A close acquaintance of mine has also reported having a similarly negative experience at this practice. I believe there are serious concerns about the quality of patient care and communication skills being demonstrated, and I would hope that improvements could be made to ensure patients are treated with greater respect and understanding.

Long phone queues and dismissive attitude

A single star feels generous for this disorganised practice. The staff lack compassion and do not seem to hear what patients are saying. There is a sense that they believe they are always correct and patients are always mistaken. Additionally, attempting to contact them by telephone is an exercise in patience, as you can expect to wait for an extended period before speaking to someone. It would be advisable to consider switching to a different practice to spare yourself the aggravation and disappointment.

Felt rushed and dismissed during appointment

The clinical staff lack warmth in their interactions with patients. They give the impression that appointments are an inconvenience rather than a valued part of their role. This practice was once excellent but has declined in quality. While I recognise the pressures facing healthcare professionals today, I feel it should still be part of their responsibility to reassure and support patients during consultations.

Appointments consistently run half an hour late

Appointments consistently run behind schedule, with waits typically extending well beyond the scheduled time. Additionally, appointment changes occur without prior notification. Consider exploring alternative practices. Unable to provide a lower rating due to system limitations, so one star has been given.

Long-term patient satisfied with recent appointment booking improvements

My family and I have been registered with this practice for over a decade without experiencing any significant problems. The pandemic period presented challenges, including limited availability of routine appointments and a shift towards telephone consultations, which felt restrictive for potentially serious concerns, though alternative services were available. There was also a temporary change to a same-day booking system that sometimes felt inefficient when dealing with non-urgent matters, as I worried about taking up slots needed by patients with greater need, though this wasn't a reflection on the reception team's efforts. The appointment system has since reverted to a more flexible arrangement, and I've found it straightforward to book appointments, typically within a week and in person. While there have been occasional moments of frustration, I've generally found the team to be courteous and supportive. I also recognise that my own respectful approach likely influences my interactions. I believe most people only leave reviews following negative experiences, so the handful of critical comments shouldn't discourage others—there are many satisfied patients like myself who simply don't comment. Overall, I'm very content with the service provided.

Receptionists blocking access to appointments consistently

Every time I contact this practice to speak with a clinician or arrange an appointment, I receive the same responses: no availability, try the walk-in centre, or call back at a later time. Regardless of the urgency of my health concerns, the reception staff consistently direct me elsewhere or suggest ringing back, and when appointments are eventually offered, they are often weeks away. The practice has felt disorganised since the pandemic, and I have found the reception staff unhelpful. I am extremely dissatisfied and plan to register elsewhere. My concerns began when my medical records were transferred to a previous practice without my knowledge or permission. Although they were returned and an apology was offered, my experience with this practice deteriorated following this incident. Since writing my initial feedback, I attended a telephone appointment where I was advised that a topical treatment would resolve my issue. I was prescribed a cream, which I applied, but subsequently felt unwell and contacted NHS 111. The clinician who called me back advised that I should not have been prescribed this treatment, as I have a severe allergy to a key ingredient. It was fortunate that I stopped using it promptly. At a subsequent face-to-face appointment, another clinician confirmed this should never have been prescribed and acknowledged that the treatment would have been ineffective for my condition anyway, which requires a minor procedure and physiotherapy. I feel I was dismissed by the initial clinician rather than properly assessed, and I am concerned about the standard of care provided.

Phone assessments dismissing urgent symptoms

I have had a very negative experience at this GP practice. The service appears to be declining with each visit. Since the pandemic, I feel the staff have become less responsive to patient needs. There seems to be a tendency to dismiss concerns and reluctance to arrange in-person appointments, even when situations appear urgent. My son experienced a respiratory flare-up during winter that required corticosteroid treatment, which he typically needs at this time of year. During a telephone consultation, I felt the healthcare professional made a diagnosis based solely on the phone call and advised obtaining a test result before attending accident and emergency. I was very frustrated by this advice and decided to take my son directly to A&E instead. Once assessed there, he was provided with the corticosteroids he needed for his condition. I questioned how an accurate diagnosis could be made over the telephone without a proper examination. I felt this approach carried potential risks. Overall, I am very dissatisfied with the care provided.

Reception staff unhelpful during morning calls

Whenever I attempt to call for an urgent appointment in the morning, the line is not answered initially, and by the time someone does pick up, there are no slots available. I find this frustrating. The reception staff have come across as unhelpful and unwelcoming during my interactions, which has left me with a poor impression of the practice overall.

Reception staff were dismissive and unhelpful

To be completely honest, the surgery is absolutely unacceptable. The reception staff are so rude, the clinical staff seem unwilling to actually engage with patients, and the receptionists appear to overstep their role. My partner has been taking medication for several years that she needs, but keeps being told she cannot be prescribed it when the clinical staff have not even spoken to her or discussed her concerns. I had to give this one star just to post a review, but they do not deserve even that.

Reception staff could be more polite

The receptionist was quite impolite and ended the call abruptly without a proper goodbye.

Impossible to reach by telephone

The phone line is consistently difficult to reach, as it appears to be busy throughout the day. I would not recommend attempting to contact the practice by telephone.

Reception gave wrong information about appointments

I had a frustrating experience with the reception staff who provided inaccurate information about appointment availability. I was told that I would not be able to receive a telephone consultation or in-person appointment and was directed to attend a walk-in centre instead. After spending considerable time at the walk-in centre, I was informed that my issue should be handled by my GP practice. Due to the timing, this resulted in a delay in speaking with a doctor until the following week. I found the interaction unhelpful and do not feel confident recommending this practice. I am considering registering with a different GP surgery.