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Wrekenton Medical Group - Ratings and reviews

Reviews

Displaying 1 to 6 of 6

  1. 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

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    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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  2. 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

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    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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  3. 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

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    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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  4. 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

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    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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  5. 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

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    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

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  6. Review titled Quality practice

    Rated 5 stars out of 5

    by Anonymous - Posted on 11 April 2022

    I have been with this practice a few years having left a previous surgery in the local area as I was disappointed by the standard of care & constant locums. This is by far the best local GP surgery in the area. It was actually recommended to me by a doctor I previously worked with as she advised it has the best GPs in this part of Gateshead. Absolutely correct. The doctors here are really good, the admin staff are nice too & always pleasant on the phone. The nursing team are good too. Overall I continue to have a great experience of this surgery. Yes there are challenges due to Covid but the telephone triaging & consultations do suits me but I have been able to get face to face appointments when I have needed it.

    Visited April 2022

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    Review titled Wrekenton Medical Group

    Replied on 09 January 2024

    Hello, thank you for this comment. It is really good to hear you have positive experiences at the practice. Im sorry this is late reply but Ive just joined the practice. Julian - Practice Business Manager

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