Acklam Medical Centre
Trimdon Avenue, Acklam, Middlesbrough, TS5 8SBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled ok for me
Rated 4 stars out of 5
by David H - Posted on 26 June 2023
I agree with other reviewers that making contact is often difficult and frustrating. However, I recently used call back rather than wait on the phone and received a call later the same day and attended a face to face the following day. Staff were polite and very helpful and I can't find any fault.
Visited June 2023
Review titled Acklam Medical Centre
Replied on 27 June 2023
Dear David I would sincerely like to thank you on behalf of all the staff at Acklam Medical Centre for you kind review of your experience with us. Our staff work tirelessly to maintain a high quality service sometimes in very difficult circumstances. Your positive comments really do mean a lot to us Thank you very much and we hope to continue to do our best for our patients. Acklam Medical Centre
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Review titled Very Poor Service
Rated 1 star out of 5
by Julie Robinson - Posted on 18 May 2023
Really poor duty of care and the worst GP surgery I have ever encountered. I don't doubt that the clinicians care but the processes and policies are a shocking disgrace, left waiting over 3 weeks for test results despite ringing continually, promised call backs do not materialise, inconsistencies in response to reasons why it took so long. No follow up from discharge from hospital - can it get any worse. The onus is on the patient to remind the surgery what needs to happen and do the follow up and chasing. I changed to this surgery for convenience to my home, not actually seen a doctor in the 3 years or so I have been on the books and really wished I hadn't changed. It is clear that everybody at the surgery is overwhelmed with the workload , they need a visit from the CQC to shake up the management and get resources in place - only then will real care and responsibility come.
Visited May 2023
Review titled Acklam Medical Centre
Replied on 23 May 2023
Dear Mrs Robinson I am extremely sorry that you have been experiencing difficulties obtaining your results. My colleague has tried to contact you a number of times to discuss this issue but unfortunately has been unsuccessful. We will try again this week but if you would like to call us and ask for a member of the management team will be happy to help you. Again please let me apologise for any stress or upset caused by the delay in you obtaining your results. Kind Regards Management Team
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Review titled Avoid at all costs
Rated 1 star out of 5
by David - Posted on 19 May 2023
Virtually impossible to get to see a Dr, ring up at 8am to make appointments as they don't pre book them and seemingly no matter where you are in the queue (i was 5th today) no appointments left. They have a call back system so if the receptionist deems you valuable enough, you might get a call back from the district nurse? who then advises you if you might need to see a Dr and arranges for them to call you back later in the week. The last time I actually got to see a Dr, they didnt even look at the issue i was having and just fobbed me off as quickly as possible without even looking up from their computer screen. This was 2 months ago and im still clearly having the same issue. You ask to see another Dr for a 2nd opinion and apparently only 1 Dr works there. They have zero choice for people who work nights, working 6-6 for me to have a chance at the absolute lottery I need to wait up till 8am to potentially wait in a queue for over an hour sometimes to be told by all powerful receptionist that i need to call back next day at 8am. Even after explaining that I work nights and having to wait up till 9am to be told no appointments left is utterly pathetic. To be honest its no wonder that there's constantly 30+ people in the phone queue (every day at 0801) as the Dr's don't seem to actually help people and are more interested in getting them out as quickly as possible with a prescription that isnt required.
Visited May 2023
Review titled Acklam Medical Centre
Replied on 27 June 2023
Dear David I am extremely sorry that you have not had a positive experience with us and I hope that you will allow us the chance to rectify this somewhat. We have four GPs working at Acklam but it may have been that on that occasion only one of the GPs was working that day? Our call back system on the telephones seems to work extremely well for most of our patients as it enables them to carry on with their day while waiting to connect with the surgery. I understand how frustrating it can be trying to get a convenient appointment for those patients that do work unsociable hours and in that instance we offer to book them into our extended access service on an evening or a weekend appointment if that is more suitable. We do offer pre-bookable appointments for routine issues so I am not entirely sure why this was not offered to you? We also offer same day face to face appointments of appropriate for that day. We have also opened more capacity for patients to complete eConsults which can be found on the home page of our website. The constant queue is purely the demand and unfortunately most GP surgeries are the same at the moment but are trying to maintain a robust system to allow the patients that do need appointments get one. We are doing our best to try and give a vary of options to our patients and I am sorry that you feel you have you have not been dealt with appropriately. Thank you for your feedback and if you wish to discuss anything please contact the surgery and ask to speak with a member of the management team. Kind regards Acklam Medical Centre