Wrekenton Medical Group
Springwell Road, Wrekenton, Gateshead, NE9 7ADContact details and opening times
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Reviews
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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
Wrekenton Medical Group has not yet replied.
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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
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Review titled Lack of care, empathy and respect
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
Been with this surgery all my life and with the exception of 1 GP I’ve never had any issues. However, the reception staff are very different and very difficult to deal with. There’s one in particular who does their level best to antagonise patients, is rude and so disrespectful it borders on abuse which is quite ironic given the first line of the recorded message when trying to get through on their phone lines is to tell callers to be respectful to the staff. I dread having to make an appointment due to the lack of compassion
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 issues you have encountered as that is not the service we want for you at all. I am very keen to improve the service and I am happy to take concerns when issues happen so we can come to a resolution. We are changing the phone lines and will continue to train with all staff at the practice. Thank you - Julian, Practice Business Manager
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Review titled Amazing staff
Rated 5 stars out of 5
by Tracy - Posted on 06 September 2022
I had to ring for an appointment for my mother, receptionist was very nice, polite and very helpful, she managed to get me a call from a doctor the same day, when the doctor rang she squeezed us in after hearing symptoms and sent us straight to hospital with a letter which enabled us to get seen to very quickly, outstanding service from this surgery, thank you.
Visited September 2022
Review titled Wrekenton Medical Group
Replied on 09 January 2024
Hello Tracy Thank you very much for your feedback. we are pleased you had a great experience and I hope your month is much better now. Thank you Julian - Practice Business Manager