Glenpark Medical Practice - Gateshead

Q Nails

What happened to us today is shocking and outrageous. My son has been registered here for 7 years since his birth. From 2018 to 2021, my son was under continuous treatment for his heart disease. We moved two streets up, but we didn't want to change doctors because he was still very close to us. This morning I went to the clinic and I wanted to report to the reception that my son probably has chicken pox. I would like to ask him for treatment (cream...ect...) The lady said of course to tell me my son's name and date of birth. Then she told me that it is not in the system..... I said it doesn't exist since it has been here since he was born. She asked for my new address and I said my new address. She said it was probably because we moved our registration here has been terminated. I asked her how this could be?!?!?!I didn't receive a letter, a notice, a phone call, nothing. The lady said she was sorry. I then asked how the child would receive the treatment, and the answer was: I SHOULD GO AND BUY CREAM TO THE PHARMACY.

Alex Pickett

Lost my prescriptions/not sent them to the pharmacy several times over the last few years, frequently write my prescriptions out wrong so I end up overcharged by the pharmacist. Rude receptionists and impossible to get an appointment.
Prescription line is only open 3 hours a day Mon-Fri.
EDIT: the prescription line is now shut making it seemingly impossible to order prescriptions if you are unable to get down to the surgery.

You never ever see the same GP twice and they never have a clue about your medical history. GP’s are usually decent, but getting an appointment is impossible.
The only redeeming quality are the nurses who are lovely, especially Kathy.

Chris Scott

I wanted to leave a positive review that takes in to account the challenges all GP centres are facing.

When you do get through to the call handlers they are helpful and understanding, and prompt when it is required to be so.

I also wanted to call out Deborah who was exceptional when I rang in regarding a missed appointment and provided me information to help me manage my own issues when I could, which enables me to remain healthier.

DA AD

Prescription line - exceptionally poor move by management.

Clearly the admin staff are struggling under workload.
Management decided to input a prescription line 11am - 2pm.

3 hours a day - 15hours a week. 15 hours a week of employment so can imagine it’s a money saver for the senior staff.

Unfortunately, this means that one person is apparently continuously inundated and nobody gets their prescriptions.

Ive been with this practice for years and not once had any success with the prescription line. I’ve always relied on the kindness of the main office staff who just log on an do it when they can knowing how pants the prescription line is. After approx.50 failed phone calls over the 3 hour interval we can see why them chipping in is so useful.
If this number of failed calls was to happen daily I would have enough data and evidence gathered for an academic journal article in the BMJ.

Note to management - do not read this and think ‘ooh my staff should work harder/ faster…’ No. Your staff are working tirelessly.
Pay the money and access the extra hours or have 2 lines/ 2 prescription staff on going.

Concern to be raised for the geriatric or person on a a pay as you go phone trying to cover multiple calls in the 3 hour window with no success at all.

Jill Odonnell

I can’t fault the service that I have had. I have had no problems getting an appointment when I need one and the online system for repeat prescriptions is simple and efficient.

Nicole Ahmed

We've had a terrible time at this practice. It's extremely difficult to get through on phone lines or order repeat prescriptions. The reception staff must be under a lot of pressure as they come across as rude and unhelpful. Doctors are variable but nurses have always been lovely. Difficult to get appointments too.

Lauren Shaw

I've suffered with Asthma for years and constantly struggle everyday to catch a full breath! I spoke with the Nurse rather than a doctor on this occasion and she was FANTASTIC! She listened, acknowledged how much I was struggling daily and reassured me that she would try everything to help and try control my Asthma. I'm now on a brand new inhaler which is fantastic and I feel so much happier. Thank you so much to the lovely Nurse who made my day!

Maureen Pescod

I can not fault the service the doctors nurses and receptionist I have never had a problem. The doctors are willing to fit you into surgery if you can't get appointment. The only fault is as others have said very difficult to get through to surgery especially in the morning time. But as I said if you can't get appointment the doctors try their best to fit you in