Ellison View Surgery
The Glen Primary Care Centre, 30 Glen Street, Hebburn, NE31 1NUContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Service provided has gone downhill
Rated 1 star out of 5
by Kevin Taylor - Posted on 11 July 2024
Me and my wife called in yesterday to be told they can't help us and we had to do an econsult. No one in reception as if closed, shocking. Done an econsult, told be auto email that would have a call before 6.30pm today. No call! Glad we aren't in urgent need.
Visited July 2024
Review titled Ellison View Surgery
Replied on 29 July 2024
Thank you for your feedback. Ellison View surgery is a total triage practice which means we use online E-consults and telephone E-consults. This reduces the footfall into the practice, we have clear signage and a bell at the front desk if there is a need to speak to a member of staff. All E-consults go directly to a clinician and are triaged as they come in. If a problem has been assessed as routine then it can be moved to the next day for contact, depending on capacity & demand. We will endeavour in future to let patients know if contact is to be different to what was shown on your response.
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Review titled Passing the buck to a&e
Rated 2 stars out of 5
by Anonymous - Posted on 01 May 2024
Wanted to speak to a gp about my prostate and explained about slow flow of urine just had a catheter removed so they had my records got told to go to a&e just passing the buck
Visited May 2024
Review titled Ellison View Surgery
Replied on 03 May 2024
For patient safety, going to A&E was an appropriate request, given the symptoms and recent removal of catheter an urgent bladder scan was necessary which is only done in secondary care.
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Review titled Impatient, unhelpful reception
Rated 4 stars out of 5
by Anonymous - Posted on 10 November 2023
I have been with this practice for a long time, the Doctors are great, and e-consult has (for me) been a valuable addition to the way in which the practice works. However, I find the attitude of reception could be much improved. I appreciate the pressures that staff are under, but I rarely ever leave a telephone interaction with one of the front facing team feeling valued as a patient or a customer. Similar to other reviews here, there doesn't seem to be any understanding that a person may work, that appointments may be tricky to arrange, or that people may need a bit more time to think about what is being said or asked over the telephone. A bit more understanding and patience would go a long way to improving this score.
Visited November 2023
Review titled Ellison View Surgery
Replied on 13 November 2023
Thank you for your feedback, & I agree the E-consult process has greatly improved access to a GP, however it is now the GP who makes appointments for patients, after reviewing the E-consult. A message is then sent to the reception to inform the patient of the allocated time of the appointment. If that is not suitable, then the reception staff go back to the GP to discuss the next available, appropriate appointment. I will however discuss the other points with the reception staff
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Review titled Problem solving
Rated 4 stars out of 5
by Jacqueline Bone - Posted on 28 June 2023
The young trainee nurse With whom I had a blood pressure check re-solved an issue for me. After a hospital investigation on a minor matter I received no feed back on the way forward. She advised me to phone the hospital. I was informed a letter had been sent. The young nurse confirmed it had not been received. She contacted the hospital and was able to obtain the information needed. GP was then able to issue prescription required. Without this young ladies initiative I would not have been able to resolve the matter. Many Thanks to her.
Visited June 2023
Review titled Ellison View Surgery
Replied on 29 June 2023
Thank you for your positive comments, I will pass this to our TNA to use in her appraisal review. We are enjoying having the opportunity to train up new staff, who will hopefully stay with the NHS
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Review titled Had an appointment within 4 hours of making contact
Rated 5 stars out of 5
by Anonymous - Posted on 02 March 2023
I used the NHS app for an e-consult. I stated my symptoms and received a phone call less than 1 hours after submission my request from the practice nurse. They wanted a face to face assessment. I had an appointment time within 3 hours. I was seen, assessed and treated by the practice nurse. I had my antibiotics within 10 minuets of my prescription being written.
Visited March 2023
Ellison View Surgery has not yet replied.
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Review titled The best doctors
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2023
I moved to this doctor’s recently and the care myself and my children have recieved during this short time has been outstanding! It’s been the best decision I’ve made changing to them. I’ve actually felt valued as a person and not just a ‘number’ to them.
Visited February 2023
Ellison View Surgery has not yet replied.
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Review titled Rude, unhelpful and waste your time
Rated 1 star out of 5
by Anonymous - Posted on 04 February 2023
I submitted an e-consultation and received a call from the rude receptionist, I'm sure we've all experienced her rudeness. I was asked if I could attend the practice that day, about 2 hours later. I was in work and explained this. She said that was the only appointment and when I told her I couldn't just leave work and would require either notice or an early or late appointment she said someone would call back. Several weeks passed and I didn't receive a call back. Another e-consultation and another call to be told an appointment was made on Saturday. I've turned up to my appointment, waited 20 minutes to be told it wasn't at the practice, but at another practice. I've came to the other practice who won't see me because I'm too late. Is it too much to assume that if an appointment has been made at another practice that you'd be told where it was. Now I'll have to go through another round of e-consultation correspondence.
Visited January 2023
Review titled Ellison View Surgery
Replied on 06 February 2023
Dear Patient, Thankyou for your feedback. It would be helpful if you could contact the practice manager to discuss further as we have telephone recording and I would be able to listen to the call to establish the context of the conversation when you were booked into the Extended Hours service . The standard text for this service provides the address or postcode of the establishment. This would enable me to identify any training issues. Jackie Mahon Practice Manager