West Rainton Surgery

Reception team helpful but pharmacy service disappointing

The clinical staff were excellent and the reception team provided great service. The main area for improvement was the pharmacy experience.

Staff really went the extra mile

The team consistently demonstrates a willingness to provide assistance and support, making this a practice I would be happy to continue attending.

Clean practice with flexible appointment options

The facility maintains excellent cleanliness and creates a pleasant, relaxing atmosphere. The practice operates smoothly and efficiently, offering patients flexibility in how they access appointments, whether remotely or in person. Multiple convenient methods are available for managing prescriptions. Overall, this is a practice that demonstrates a genuine commitment to prioritising patient needs and preferences.

Receptionist lovely but midwife service needs improvement

The medical staff and reception team are lovely. However, I would recommend considering alternative services for maternity care.

Friendly reception made the visit straightforward

Excellent practice with wonderful team members throughout, from front desk to clinical staff. Highly recommended.

Staff were helpful and easy to talk to

The staff members are genuinely helpful and friendly. I had my first appointment with a clinician at the practice and found them to be excellent. They made it very easy to communicate and discuss my concerns.

Quick appointments but no online booking yet

New to the practice, have had a wonderful experience so far. Managed to secure appointments without much delay, appointments have run on schedule, and the clinical staff have been very pleasant. The only thing that would improve things further is the ability to manage prescriptions and appointments through an online system. Great work x

Proactive phone call led to thorough checkup

Recently joined this practice and received a telephone call to arrange an annual cardiovascular health review. The clinical staff member who conducted the initial assessment was outstanding. During the appointment, a slightly elevated reading was noted, prompting further investigation with additional testing. The findings were then discussed with the attending clinician, who also performed their own examination and consulted with a colleague regarding the test outcomes. Overall, the experience was exemplary from start to finish. The approach was comprehensive and the team demonstrated genuine warmth throughout. Excellent service all round.

Long wait times and limited appointment availability

The waiting room appeared to have very few patients, and there were no available appointment slots for an extended period. I am considering exploring private healthcare options instead. I am actively seeking an alternative GP practice.

Reception staff made me feel genuinely welcomed

I had a conversation with a receptionist who was exceptionally helpful, courteous, and pleasant. This staff member is clearly a valuable asset to the practice.

Helpful receptionists, but dismissed by doctors for years

The practice management and reception team have been exceptionally supportive, though regrettably this level of care has not been consistently reflected by some of the clinical staff. For a considerable period, I was repeatedly informed that my concerns had no medical basis and my symptoms were attributed to anxiety-related causes by multiple practitioners. One clinician expressed scepticism about the nature of my health issues given my age. Following several years of deteriorating symptoms, I took the initiative to seek private specialist assessment outside the NHS, where a connective tissue disorder was identified relatively quickly. This diagnosis has since explained a cascade of related health complications. As a result of this condition, I am currently unable to work or participate in activities I previously enjoyed, and I am reliant on state support while awaiting surgical intervention. I believe earlier recognition and appropriate clinical management could have prevented this situation from developing. I have since transferred to a different GP practice, where the level of support and responsiveness has been notably superior to what I experienced previously.

Reception staff dismissed my app question

I attended to register and inquired with the receptionist about accessing the digital prescription service. The response was unhelpful, with a negative attitude toward my questions. I decided to leave as it became clear the staff member was not engaged with me and was focused on their computer work instead. This initial visit left me with a poor impression and I feel hesitant about returning.

Unhelpful with mental health support requests

The practice has not been particularly supportive regarding mental health concerns. There have been difficulties with completing necessary paperwork for official bodies. Additionally, the surgery does not participate in shared care arrangements with private healthcare providers.

Phone lines constantly busy and unreachable

I have been unable to secure an appointment due to the telephone line not being answered.

Felt genuinely listened to during my appointment

Had an appointment today with medical staff who were among the most impressive I've encountered in quite some time.

Friendly staff managing a busy practice well

Excellent practice with welcoming team members who clearly operate in a demanding environment.

Phone call showed genuine care and attention

A member of the medical team phoned me on Monday and went above and beyond with their support. They were genuinely lovely and I cannot thank them enough for the care they provided, even though the call was initially for me.

Hard to find parking at this practice

The team members are accommodating and supportive. However, finding an available parking space can be challenging.

Reception staff went the extra mile

Normally people say receptionists are unhelpful. The receptionist who assisted me when I called the surgery went above and beyond. If the surgery recognises outstanding staff performance, this person would certainly deserve recognition. Many others could learn from their approach. They definitely make the surgery a better place.

Quick injection appointment saved me months

I was given a diagnosis of a shoulder condition causing restricted movement. There was a waiting period of several weeks before I could receive an injection treatment, which the practice was able to provide on-site. The timeframe for receiving care was shorter than it would have been through hospital services and considerably more convenient. Following the treatment, my mobility has improved significantly. I am grateful for the service received.