The Glen Medical Group - Ratings and reviews
Reviews
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Review titled Gone down hill massively
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2024
Used to be a good GP, but these days it's impossible to get an appointment that isn't in three weeks' time. The implementation of the econsult forms has been poor, and the way they use them is ridiculous. The online forms should be accessible at any time or day of the week. Why cut off the forms when you fill your appointment slots? Just assign the appointments instead of making people go back and check every day. Waiting three weeks for an appointment is simply not good enough, and it has been the norm for months now, if not a year. There are a lot more houses and people in Hebburn these days, but there appears to have been zero growth in the number of GPs or appointments made available. There is a serious issue either with efficiency or understaffing at the Glen, and it needs to be resolved. Even when you do get an appointment, I have had instances where follow-up appointments were promised but not made, medications that should have been prescribed were never mentioned, and instances of injections being done and then level checks being carried out way too early (by the doctor's own admission) and having to restart the injections. Also, when having phone appointments, I have had many not within the window they promised or just never got a call at all. It's hit and miss whether you get someone who actually wants to help or just wants to get you out of the door. If you don't challenge them, they will just send you out the door, saying, "see how you are in a few weeks." From symptoms starting, you wait three weeks for an appointment, wait another week or two and continue to feel the same, so book another appointment and have to wait a further three weeks; you're talking eight weeks before anyone cares enough to look into any depth if you don't challenge them. This isn't just some minor illness; this was linked to lengthy periods of time off work. Even when you go back after eight weeks, the common "so what do you want us to do about that" or "what do you think is causing it" comes out. If I knew that, I would have already told you. You are the highly trained medical professional. You can't know everything off the top of your head, but you can at least look into it rather than just asking the patient what they want to do.
Visited April 2024
The Glen Medical Group has not yet replied.
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Review titled Ok when you can actually get an appointment!
Rated 2 stars out of 5
by Anonymous - Posted on 29 February 2024
The e-consult system is terrible. If you cannot call, or use the e-consult between 7am-3pm, then essentially you cannot get an appointment. Tried to ring today to discuss something with a receptionist, they have closed an hour early with no explanation or notice. Pretty poor honestly. I even moved to this surgery recently and am disappointed.
Visited December 2023
Review titled The Glen Medical Group
Replied on 04 March 2024
Thank you for taking the time to leave feedback - we do listen to all feedback good and not so good. I am sorry you are unhappy with the service provided by our surgery last week. Unfortunately due to capacity and demand we do have to have a daily cut off time when we stop accepting e consults so the clinician triaging has time to get through the outstanding list for that day. With regards to your comment regarding the telephones if this was the date you posted this message then the surgery was closed for staff training until 3pm however on checking this was stated on the telephone message. I am happy to discuss this further with you if you'd like to contact me directly at the practice thanks Lynn - Practice manager
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Review titled Rude, Busy and unorganised
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2023
Our child had very painful earache so called to get an appointment, instead of a doctor we were asked to see a pharmacist nearby, after being seen we were prescribed antibiotics but it had to go through the doctor (they had shut) so had to call them the next day! 16hrs later and waiting for 20mins to get through the receptionist was really rude and told us they had not received anything from pharmacy so asked us to call them! We asked if they could as that is surely part of their job?! They never called us back so we called again after 6 attempts (don’t call between 1-2 as they close and you can’t leave a message!) to be told they could issue it today but couldn’t give a time frame, we asked to be kept informed (not normal practice with them) 6hrs later we received a text to go and collect only to travel there and pharmacy not have the antibiotics in stock!! Over a day and our child is still suffering with no antibiotics because there seems to be no correspondence between pharmacy and doctors, plus the attitude from some staff is unnecessary. We will be leaving the practice as soon as we can!!
Visited November 2023
The Glen Medical Group has not yet replied.
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Review titled Thankyou. Great service.
Rated 5 stars out of 5
by Becca - Posted on 08 March 2023
Thankyou to a particular doctor. I had a telephone appointment a few weeks ago and a follow up today. This particular doctor could not have listened more, been more supportive and given very useful information both verbally and through links. Follow up appointment today. Very professional and understanding linked to my circumstances. Thankyou.
Visited March 2023
The Glen Medical Group has not yet replied.
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Review titled Best GP practise
Rated 5 stars out of 5
by Anonymous - Posted on 04 December 2022
Amazing service, really helpful and listen to you instead of rushing you. Yes, it is often hard to get a quick appointment but that is not their fault. I've always managed to get an appointment either face to face or via phone in an emergency and if it's not an emergency then waiting time for an appointment seems fair. If there weren't so many missed appointments maybe this problem would be less of an issue.
Visited November 2022
The Glen Medical Group has not yet replied.