Wrekenton Medical Group

Never actually met my assigned GP

I have been a patient at this practice for over a year and have not yet had the opportunity to see the same healthcare professional consistently.

Treatment was straightforward and efficient

Excellent care received

Friendly staff who really listened and helped

The team here, from those at the front desk through to the clinical staff, have been very approachable and welcoming. They have provided me with considerable support.

Efficient booking system and quick appointments

A well-organised medical practice

Practice managing well despite pressures

Performing admirably given the challenging situation

Reception staff could improve their manner

The reception staff's manner of speaking to patients came across as rather dismissive and unwelcoming.

Staff were friendly and professional

The team here are wonderful, displaying professionalism and genuine friendliness.

Clean and convenient all-in-one location

Pleasant, well-maintained facility with multiple healthcare services conveniently located in one place, including medical practitioners, dental services, foot care specialists, and a pharmacy.

Difficult to reach and dismissive during vulnerable times

We made the decision to switch to this practice a few years ago due to its convenient location near my mum's home. Unfortunately, the experience we had with this surgery was deeply disappointing from the outset. At 89 years old, my mum felt overlooked and undervalued by the practice. During the lockdown period, accessing care proved extremely challenging, with long waits before anyone would respond. When contact was eventually made by telephone, this proved ineffective given my mum's communication needs and cognitive condition. On one occasion, a clinician claimed to have called my mum for a welfare check, though evidence suggested this conversation had not taken place. The most concerning period was towards the end of my mum's life while she was receiving care in a residential facility. When medical attention was required, the practice declined to attend and instead arranged for district nurses to visit, who provided excellent support. However, given that end-of-life certification requires a recent doctor's assessment, the failure to send a clinician created significant complications. Additionally, the practice made errors in completing the necessary certification documentation, necessitating direct intervention from the registrar to resolve the matter rather than the process being handled smoothly. This added considerable stress and difficulty during an already emotionally devastating time for our family. My mum found every interaction with this GP practice to be upsetting and distressing.

Staff ignored me and spoke from across the room

Although I was seen, I felt overlooked as the clinician chose to converse with a colleague before addressing me, and when they did acknowledge me, it was from across the room. I was wearing a mask and standing behind a window at the time. I was then instructed to place something in a box on my way out, though I only learned where this was because I asked for directions. No apology was offered for the wait I experienced. The interaction felt discourteous, and I would not expect anyone to appreciate being treated in such a manner.

Professional and efficient appointment booking

Extremely competent and well-conducted.

Reception staff made me feel genuinely welcome

All the nursing staff are brilliant, with one in particular standing out as exceptionally lovely. This team member is always cheerful and genuinely pleased to see patients, going out of their way to make everyone feel at ease. They demonstrate the kind of compassionate care that seems to go well beyond what's expected, embodying the very best values of NHS nursing. I would like to extend sincere thanks to this staff member, who serves as a real role model for the profession.

Phone line kept cutting off when calling

Attempted to call the surgery to speak with a doctor, but the phone line was not connecting properly and kept disconnecting.

Communication failures left me frustrated repeatedly

On one occasion, I wasn't informed that my appointment had been cancelled, and on another occasion I only found out at the very last moment. There were also 2 separate issues at the laboratory that resulted in an extended delay of approximately a month before matters were resolved. I understand that circumstances have been challenging and operations are not running as usual, but the frequency of these kinds of occurrences has become frustrating.

One stop shop for all healthcare needs

Healthcare professionals including general practitioners, dental services, podiatry care and pharmaceutical services are conveniently available at a single location.

Felt at ease through multiple consultations

I was recently transferred to this dental practice due to anxiety about dental visits. After two initial consultations, I had my appointment today. The entire experience has been excellent. The team has consistently helped me feel comfortable and at ease, and the clinician I saw was particularly calm and reassuring. I would strongly recommend this practice to others. Thank you for all your support.

Dentist finally helped me overcome my fear

I'm not a patient of the general practice but of the dental service. I had significant anxiety about dental visits for many years following a previous extraction where imaging hadn't been performed beforehand. The tooth roots had an unusual configuration, and the extraction required an unconventional approach involving the gum tissue. Then I found a dental professional at the local dental practice who was willing to take me on as a patient despite my medical condition. Every dental professional I have encountered has been excellent, all the support staff have been warm and welcoming, and I couldn't be more satisfied with the standard of care I receive.

Quick appointment and no waiting around

I was able to quickly get an appointment scheduled shortly after contacting the practice. When I arrived for my visit, I was seen promptly without any delay.

Reception staff could improve their phone manner

Overall a pleasant and well-run GP practice. That said, the administrative and management teams could be more proactive in resolving issues and ensuring patients receive proper care. They tend to come across as rigid and defensive when a more flexible and accommodating approach would be beneficial, and they could make greater effort to go beyond the basics. Some reception staff could also benefit from training in customer service and communication skills when handling telephone enquiries, as there have been instances where interactions have felt unprofessional and dismissive, and this is something management should address.

Couldn't get a callback when needed

The medical staff did not call back to address the matter.