Park Lane Practice
1-6 City Green, Sunderland, Tyne and Wear, SR2 7BAContact details and opening times
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Reviews
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Review titled Fantastic at the very least
Rated 5 stars out of 5
by Stephen Heslop - Posted on 12 September 2024
I visited this practice recently on September 12th 2024 and it emphasised to me everything I value so much about this practice . The Receptionists, of which there are many and all seemingly relatively inexperienced, are absolutely fantastic. Nothing is too much trouble to them and there are occasions in which the phone can ring as many as three or four times before they answer. They are polite. compassionate and empathic. Visiting my Doctor, who I understand must remain anonymous, , reminded me once again of just how lucky I am to be a patient in this service. I do not know the individual in question, but they demonstrated today everything and more I would wish for in a Doctor. One criticism that I would level is this system has stopped me on several occasions today leaving feedback about this practice in general. I thought the whole point of feedback was to acknowledge how institutions such as this are able to maintain such exemplary standards, rather than taking an isolated snapshot of a single visit. Today I was reminded how much this is an exceptional service in every sense. It is just a shame the system does not allow me to compare this to similar experiences I have had in the past here.
Visited September 2024
Review titled Park Lane Practice
Replied on 21 October 2024
Thank you for taking the time to leave a comment on our website. We are delighted that you are happy with the service we are providing. Your comments will be passed on to the team
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Review titled Rude treatment
Rated 2 stars out of 5
by Patricia Robles - Posted on 03 October 2023
I have been quite happy with the practice up until now and I have had good experience both in person and over the phone until today. I called today as I was sent an automated message to book my 2 year old for a Covid vaccine so I followed the steps I was sent to my phone but decided to call for clarification whether this was an error or I needed to book my 4 year old too. I was talked to with disdain saying that I gave the wrong date of birth (I didn’t, I was misunderstood as my accent is different) and also talked to as if I made the mistake myself when the message I received was automated and I only followed the instructions I was sent. I tried to explain that I had already booked an appointment for the nasal flu when this receptionist said to me “Would you let me speak?” in quite a cutting manner. I am very disappointed in the way I was spoken to today taking into account that patient care and respect should be the most important thing.
Visited October 2023
Review titled Park Lane Practice
Replied on 05 October 2023
We are sorry to learn that you have had a poor experience at our practice. We aim to provide a high quality of care to all of our patients. Your feedback gives us the opportunity to reflect on our mistakes and improve our service. Please contact me at your earliest convenience on 0191 5026470 to discuss this further. Many thanks, Lucy, Practice Manager
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Review titled Brilliant service
Rated 5 stars out of 5
by Tim K - Posted on 27 September 2023
I just want to thank all those that were involved in delivering the recent flu and COVID vaccinations (on a Saturday) including the volunteers who co-ordinated the flow of people through the session. The process was seamless from start to finish which made having the two vaccinations so quick and efficient.
Visited September 2023
Review titled Park Lane Practice
Replied on 05 October 2023
Thank you for taking the time to leave a comment on our website. We are delighted that you are happy with the service we are providing. Your comments will be passed on to the team.
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Review titled Great practice in my experience
Rated 5 stars out of 5
by Angela Hyland - Posted on 20 June 2023
Firstly, it's rarely a long waiting time when you contact the surgery. The receptionist was really helpful and understood my requirement perfectly. Even during Covid, this practice always had the time for any concerns I might have had. As it's a small practice, I feel they are very personable and always ready to help and if not, refer me to who can. I have nothing bad whatsoever to say about this practise. I feel sorry for others that don't have the same care and attention from their GP's. Keep up the good work! Thanks for all your help over the years. Much appreciated.
Visited June 2023
Review titled Park Lane Practice
Replied on 26 June 2023
Thank you for taking the time to leave a comment on our website. We are delighted that you are happy with the service we are providing. Your comments will be passed on to the team.
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Review titled Absolutely Outstanding Practice
Rated 5 stars out of 5
by Stephen Heslop - Posted on 11 August 2023
I notice that the rules dictate my review must be about a specific experience and not a general view of the NHS or the service as a whole. However, this is a little difficult as my experiences are always absolutely superb on the occasions that I have to use this service. Although this review is about a specific experience, it is entirely in keeping with my others throughout my time as a patient. I cannot find the words to praise the team as highly as I would wish. It always takes literally less than one minute for the phone to be answered and at my most recent appointment I noticed that the Receptionists are even more pleasant, polite and helpful than before. Nothing seems too much trouble and they always work with an extremely courteous disposition and ultimate efficiency. I was actually stopped by a member of staff at my last visit who delivers a very specific service and addressed by name to enquire about my well-being. This is despite the fact the appointment they were referring to was almost a year ago. I think this illustrates just how outstandingly competent and compassionate the staff are and this is also reflected in my exchanges with my Doctor who is extremely calm, considerate and always endeavours to address my concerns thoughtfully in a manner which fits in with my unique needs and disposition. In my opinion I feel immensely valued both as a patient and a person at this absolutely superb service that I could not praise any more highly. I can only apologise that it has taken me so long to write this review.
Visited May 2023
Review titled Park Lane Practice
Replied on 16 August 2023
Thank you for taking the time to leave a comment on our website. We are delighted that you are happy with the service we are providing. Your comments will be passed on to the team.
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Review titled Unhappy
Rated 3 stars out of 5
by Keji - Posted on 30 March 2023
Dear Team, I received a telephone call 10.58a.m 27th March, 2023 from Parklane Practice for a slated appointment( Blood Pressure Check) 9a.m today. Immediately after the telephone conversation ended with the receptionist, I sent a whatsapp chat to my husband to inform him ( pls see attached) . Also, I went ahead to add the appointment to my calendar in order not to miss the appointment.( Pls see attached). I arrived the surgery 8.48a.m today only for the receptionist to conveniently deny she didn't book me for today but April? I was shocked and extremely unhappy because I cancelled vital engagements scheduled for today. She refused to admit her error. This left me disheartened to say the least.
Visited March 2023
Review titled Park Lane Practice
Replied on 04 April 2023
Dear Keji, Thankyou for your feedback. Following your feedback, we have had a discussion via telephone and have resolved this. We have listened to the telephone calls between yourself and the reception team, which concluded you had made a note of the appointment date and time incorrectly. We apologised for any inconvenience cause, we have sent a text message with the correct appointment date and time. Thankyou for taking the time to contact me, if you have any questions or queries, please don't hesitate to get back in touch with me. Thank you, Lucy Younghusband, Practice Manager
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Review titled Bad experience
Rated 1 star out of 5
by Anonymous - Posted on 03 February 2023
I did my blood tests and they didn't call back to say at least everything it's fine. I called the receptionits after a week to ask if they are done and what's the next step. She said everything it's fine. I asked her to see the blood tests and she was surprised. After a look over them, I found out a strange value that is up to 9 over the normal range. I called them back to book an appointment to receive further information and she said to call tomorrow at 8 in the morning. I did. I called back at 8 in the morning and after 30 minutes of waiting (8.30), she said no appointments left. She said these are the rules in the uk Okay, so why your collegue asked me if I am available Monday, Tuesday, Wednesday for an appointment? Where is the truth? And how can I get an appointment if I am always calling at 8:00 am, waiting 30 minutes to say "no more appointments"? And why your system is no longer mentioning "you're number x in the queue.."? Overall such a bad experience with the receptionits, no empathy at all.
Visited January 2023
Review titled Park Lane Practice
Replied on 08 February 2023
We are sorry to learn that you have had a poor experience at our practice. We aim to provide a high quality of care to all of our patients. Your feedback gives us the opportunity to reflect on our mistakes and improve our service. Without your personal information it is difficult for us to address your concerns with the individuals that have been involved in your care. Please contact me at your earliest convenience on 0191 5026470 so that I am able to help you. Many thanks, Lucy, Practice Manager
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Review titled Terrible phone system
Rated 1 star out of 5
by Anonymous - Posted on 27 December 2022
On the phone queuing for almost 4 hours today to try and book a blood test. And still didn't get through......... Went from 12th in the queue to 2nd. Then they broke for lunch but wasn't cut off. Would have preferred that but instead was told I was in a queue still so persevered...... Rang on another phone after 2pm whilst staying on the original call and was 10th in the queue. My original call had stopped telling me what number in the queue I was and just kept looping the same message. After I went down to 7th on my new call and after another hour I realised that my original call was never going to be answered and now I am pretty much back where I started at 11am when I originally called. Had so many bad experiences with this practice already but this is just pathetic. After 3 hours and 45 minutes I eventually gave up and booked in at the hospital instead. What a joke. Replace your phone system please or at least make it so that if you go on lunch it doesn't make you think your still in a queue when you are not.
Visited December 2022
Review titled Park Lane Practice
Replied on 29 December 2022
We are sorry to learn that you have had a poor experience at our practice. We aim to provide a high quality of care to all of our patients. Your feedback gives us the opportunity to reflect on our mistakes and improve our service. Without your personal information it is difficult for us to address your concerns with the individuals that have been involved in your care. Please contact me at your earliest convenience on 0191 5026470 so that I am able to help you. Many thanks, Lucy, Practice Manager