Wrekenton Medical Group
Springwell Road, Wrekenton, Gateshead, NE9 7ADContact details and opening times
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Reviews
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Review titled Terrible triage system
Rated 1 star out of 5
by Anonymous - Posted on 21 October 2024
Receptionists triage all e consults and requests and frequently in my experience get it wrong. On two occasions I've been offered a routine appointment for several weeks in the future then been told my 111 I need to be seen within 2 hours. Last week i saw a doctor at the QE who said my heart rate was too fast, I had a temperature and she gave me steroids and antibiotics - she was also considering sending me for an ecg, before referring me to my consultant who I am under for a tumour as she thought my symptoms were linked. Two hours before that my e consult had been triaged by my practice as not urgent. Despite all this happening just last week, I now can't get my fit note for work reviewed after it ran out yesterday, as you guessed it, it was triaged as an appointment, instead of a fit note extension review and there are no appointments for 2 weeks, so I won't get paid. I queried all this but am getting nowhere. The practice manager is amazing and tries his best but I am just so disheartened by this surgery, the triage system borders on desperately frustrating at best and borderline dangerous at worst. Hoping to return to my old surgery, fell cottage.
Visited October 2024
Review titled Wrekenton Medical Group
Replied on 22 October 2024
Hello Thank you for your comments and I am sorry to hear of your issues. I agree, triage can be slightly subjective dependant on the person triaging, what the patient says or writes. I note 111 always err on the side of caution, hence why you received a 2 hour disposition. In relation to your eConsult, I agree the fit note request can be frustrating so I will discuss this with the team to see how / if we can make improvements. I am pleased you contacted me directly as it was quick and simple to resolve your issue and I hope you feel better soon. Thanks you again, Julian Saul - Practice Business Manager
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Review titled Following previous review
Rated 3 stars out of 5
by Anonymous - Posted on 21 October 2024
Unable to edit my last review (see triage system 20/10/24) however I would like to say that the practice manager contacted me immediately, listened to me, and was extremely helpful and is dealing with my query. I can't say fairer than that so thank you very much.
Visited October 2024
Review titled Wrekenton Medical Group
Replied on 22 October 2024
Hello Thank you for this feedback and I am pleased we managed to get this sorted for you. As discussed, I am always happy to receive feedback to ensure a great service. Thank you again, Julian Saul - Practice Business Manager
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Review titled Receptionist appalling
Rated 1 star out of 5
by Michelle Cairns - Posted on 12 September 2024
My mother rang today to book bloods for my father as instructed by a letter from the freeman hospital. She was told the doctor needs to request these bloods. She then explained that a lead consultant from the freeman was requesting these bloods. She proceeded to read out the letter to be halted and told "your not a doctor". My mother said yes I know I'm not. Absolutely disgusting reception staff need to be re trained in speaking with the general public.
Visited September 2024
Review titled Wrekenton Medical Group
Replied on 12 September 2024
Hello Michelle Thank you for your feedback and I am sorry to hear of the issues your mother encountered today. I have trawled the call recordings today and found your mothers call. I will certainly speak to the receptionist tomorrow about how the call should have been handled for them to reflect on this. I will call your mother tomorrow to discuss. I appreciate your feedback and if I may, ask if there are concerns about care, to contact Michelle or myself direct as we can pinpoint issues quicker and rectify (if needed). Thank you once again for raising your concerns and I will ensure I contact your mother tomorrow. Julian Saul - Practice Business Manager
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Review titled Brilliant GP
Rated 5 stars out of 5
by Charlotte Proud - Posted on 07 September 2024
I had an appointment with a GP on Thursday morning (4th September). They are absolutely brilliant, caring and compassionate, and they always take the time to listen. They always make me feel at ease, very understanding and I never feel rushed at all. Thank you so much for all your help.
Visited September 2024
Review titled Wrekenton Medical Group
Replied on 08 September 2024
Dear Charlotte Proud Thank you so much for your lovely comments as its great to hear the consultation exceeded your needs. I will discuss this in our next team meeting and with the GP you consulted. Thank you once again, Julian Saul, Practice Business Manager
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Review titled Great doctors, reception staff not so great.
Rated 3 stars out of 5
by Anonymous - Posted on 04 September 2024
To whom it may oncern, I would like to start by expressing my gratitude for the excellent care provided by the doctors at this practice. On numerous occasions, I have been thoroughly impressed by their professionalism, expertise, and dedication. Although I did experience one unfortunate incident with a doctor, this has been an isolated case amidst otherwise outstanding service. However, I feel compelled to bring to your attention a recurring issue with a member of the reception staff. In my experience, the individual in question has displayed an alarming lack of professionalism and courtesy. One particularly distressing encounter occurred when I had been diagnosed with a medical condition that entitled me to free prescriptions. When I reached out to the reception, I was met with a curt response: "Go to the Job Centre to get one," followed by the abrupt termination of the call. This assumption that I was unemployed was not only erroneous but also deeply unprofessional. More recently, I contacted the practice regarding a health concern that required a doctor’s attention. After explaining my symptoms, I was met with a brief "Right," followed by an uncomfortable pause. The receptionist then advised, "See a chiropodist," and offered no further guidance. When I expressed my concern and mentioned that I was struggling to walk, I was placed on hold without any explanation. Upon her return, she provided a date for a doctor's appointment and, once again, terminated the call without any additional information. On another occasion, I phoned to request a repeat prescription, unaware of the policy that calls for this service should be made after 10am. The receptionist responded in an aggressive and loud manner, instructing me to call back after 10 am before abruptly ending the conversation. I believe this matter requires urgent attention, as it reflects poorly on the otherwise high standard of care provided by your practice. A quick glance at local community forums reveals that my experiences are not isolated, as numerous other patients have raised similar concerns about this individual. I am more than willing to discuss this matter further with the practice manager. However, due to my current role within the service, I would prefer to remain anonymous at this time. Thank you for your understanding and prompt attention to this matter. Sincerely,
Visited August 2024
Review titled Wrekenton Medical Group
Replied on 04 September 2024
Dear patient Thank you for your feedback about your experience and I am sorry to hear of the issues you have encountered. I fully welcome contact with you so I can review the telephone calls as I want to improve the service to you and other patients. You are right about other comments made but I have not had specifics hence how I have not been able to review other comments. My email contact will be below so if you can email me direct that would be great. I am keen to resolve this quickly. Much appreciated, Julian Saul - Practice Business Manager. julian.saul@nhs.net
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Review titled Bad experience
by Jodie fox - Posted on 26 June 2024
So I’ve been with this medical practice since around 2 years old I’m now 27. I suffer fibromyalgia and suffer brain fog due to it. I have a lot going on with my child’s behaviour at school, my sons inquest next month and my daughters going through counselling. And because I accidentally totally forgot I had a doctors appointment since this new manager or whatever has took over I’ve been kicked off the doctors and now need to find a new one, I have depression/anxiety and asthma. These doctors know me to a T and now I have to open myself up to a whole new set off doctors absoutley disgusting because I forgot an appointment
Visited June 2024
Review titled Wrekenton Medical Group
Replied on 26 June 2024
Dear Jodie Thank you for your feedback and I will respond to your email I received yesterday also. I understand your comments about your family life, however, inline with the practice did not attend policy (which was agreed at the last Patient Participation Group), you failed to attend 8 appointments in the last year, we sent you a warning letter on 17.11.23, then a 2nd letter in January and then a final warning letter on 8.2.24. Since these letters you continued to fail to attend a further 3 appointments. We know that by patients not attending it reduces the availability for other patients to be seen so we need to ensure we offer equitable access to all. The Partnership discussed your case last night and although we sympathise, as a practice, we cannot continue to allow regular repeat non attenders to consume access at the practice. In the letter we have advised of how to register with a new local practice and we wish you the best of health for your future. Yours sincerely, Julian Saul - Practice Business Manager
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Review titled Really bad experience
Rated 1 star out of 5
by Anita Smith - Posted on 18 April 2024
Booked my whooping cough vaccine and waited for an hour. It's been half hour waiting since last patient left. After chasing with the reception, the nurse told me that I can't have my vaccine because I am only 18 weeks pregnant now, even told her the nurse advised I could take it. And NHS website suggested that 'Pregnant women can help protect their babies by getting vaccinated – ideally from 16 weeks up to 32 weeks pregnant'. Absolutely waste of time. Will make formal complaint through other channels too.
Visited April 2024
Review titled Wrekenton Medical Group
Replied on 18 April 2024
Dear Anita Smith Thank you for your feedback and I am sorry for the poor service you received today. From initial review, I empathise with your frustration of the process today. I see you waited longer than the norm and I will ensure this is discussed with the nurse to understand any reasons. I also reviewed the guidance of administration of the whooping cough vaccine and I agree with you it shows between 16 weeks and 32 weeks and again, I will clarify why the nurse said it was after 20 weeks (as there maybe a clinical reason). I confirm I received your complaint this afternoon and I will respond formally with my contact details should you wish to discuss this further. I apologise once again for the issues you encountered today and I assure you they will be reviewed to ensure they do not happen again. Thank you, Julian Saul - Practice Business Manager
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Review titled Quick great service
Rated 5 stars out of 5
by Tracey - Posted on 05 January 2024
I just wanted to provide some feedback about the practice on behalf of my mum. My mum had an acute medical issue at approximately 5pm on Wednesday night. She telephoned the surgery and the receptionist she spoke to recognised the importance of the issue and sought clinical advice. She was contacted quite quickly again by the receptionist and was advised to go straight up to the surgery. She was seen by the duty GP and received treatment, which I’m sure avoided me taking her to the ED, later that night. She has asked me to pass on her sincere thanks to the receptionist, the duty GP and the doctor who has been treating her of late. She knows you have a hard time working in General Practice and that you don’t often receive praise for the service you provide. Please pass on her sincere thanks to the team members.
Visited January 2024
Review titled Wrekenton Medical Group
Replied on 09 January 2024
Hi Tracey Thank you so much for this great feedback and Im pleased to hear your mum was consulted quickly and I hope she is making progress to good health. I will certainly discuss this with the team at our next meeting. Thank you once again, Julian - Practice Business Manager
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Review titled Reception Staff very abrasive
Rated 2 stars out of 5
by Anonymous - Posted on 14 April 2023
I am with this surgery for many years and was always extremely happy being a patient there. However, the reception staff seems to have changed and that change is not to the advantage of the entire surgery. The reception being the first point of contact when booking an appointment, should not give the patient the feeling that they are a nuisance and this is what at least one lady manages to do. This is not a singular observation of mine, as I have contacted the surgery in an attempt of booking appointment since March this year and today finally managed to get one. On every occasion I felt treated like a persona non-grata, she spoke over me, when I asked her to listen I could the aggression rising in her. This is not a trait or behaviour I expect from the reception staff of a doctor's surgery and especially not when there is a lengthy explanation about abusive behaviours not being tolerated by the staff. Where the doctors in this surgery are absolutely brilliant, the new receptionist injects fear of having to book an appointment in the first place. Reading two reviews about this issue prior to mine, I feel this situation should be swiftly dealt with, so patients don't feel as if they are a burden. The lady in question should at least be made aware, that patients are her bread and butter and that is not her job to be a barrier for patients seeking medical advice from a doctor.
Visited April 2023
Review titled Wrekenton Medical Group
Replied on 09 January 2024
Hello I am sorry I am responding late for you but I have just started not long ago. I am really sorry to hear of this and like other reviews, we will improve.I generally work at the practice 9-5 Monday to Friday and I would welcome a conversation anytime so we can resolve the issues at the time. I appreciate this didnt happen for you in April so apologies for that. Thank you - Julian, Practice Business Manager
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Review titled Extremely Rude and Impatient Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
I am not a patient at this practice, but after struggling to find a GP, I called today enquire if I could register, as instructed by the NHS GP Choices website. I had been in touch with several surgeries that days, all of which were perfectly helpful and pleasant, but unfortunately I do not fall into their 'catchment area', so was directed to alternative surgeries. After a 40 minute wait to get through to Wrekenton Medical Group, I was asked to 'google' whether or not I could register and then apply online, to which I informed the person of my wait on the phone and that I'd appreciate it if she could check for me. To her displeasure, which was immediately evident, she obliged and told me it would be a 28 day wait to process the forms. As I tried to explain why I needed to see someone as soon as possible and was that possible (I found a lump in my breast), I was immediately and very rudely interrupted and told 'I'm not a clinician, I can't help you'. The persons tone was very curt, unpleasant, unkind and completely unnecessary, as I had shown no signs of aggression towards them. Considering the time I'd waited for someone to answer, I would have at least expected a degree of understanding, but was impatiently rushed off the phone. I find it particularly interesting that one of the first things mentioned on their pre-recorded message when you call, is that they are a zero tolerance surgery and will not tolerate aggression or abuse towards their staff by patients. As a suggestion, maybe if this practice trained their staff in how to treat people with respect, empathy and decency, they wouldn't have such a problem in this area. Busy or not, manners and consideration cost nothing. I will not be registering with this practice and will be filing a more serious complaint with the practice manager and the local authority. I think it's about time patients were treated with respect, as well as staff, particularly those who are vulnerable and have genuine concerns about their health. Shame on you Wrekenton Surgery.
Visited February 2023
Review titled Wrekenton Medical Group
Replied on 09 January 2024
Hello I am sorry I am responding late for you but I have just started not long ago. I am really sorry to hear of the issue you have encountered as that is not the service we want for you at all. I would have expected we would have seen you the same day with that and we should have sorted the registration out. We are changing the phone lines and will continue to train with all staff at the practice. I will be feeding this back to the staff for more learning. Thank you - Julian, Practice Business Manager