Hebburn Health Centre

Hebburn Health Centre 2018-09-19 Person 0 5 0

Firstly, I personally feel going to the Doctors is quite an awkward situation, for some people it’s more of a big deal then to others. I mean you’re going to the doctors to seek their help and advice whether it’s collecting a prescription or seeking medical advice from a professional. YES PROFESSIONAL. My experience was certainly not dealt in a professional manner. To be greeted (on the front line) the heart and soul of the surgery THE RECEPTIONIST - who’s attitude was appalling. In fact it was worse than that! The way she dealt with my situation was sickening! Yes I understand working with the public is challenging at times but this one in particular was not very happy and made me feel as though it was a problem that I presented at the desk. She made me feel like a nuisance for seeking advice. You have a job to comfort people especially in certain circumstances and to appreciate how people are feeling when visiting the GP surgery. If you’re not happy in your job, you know what to do. Who wants to sit and look at a grumpy miserable face whilst anxiously waiting to be seen. I certainly don’t. Not a very nice experience at all! No wonder receptionists have this reputation of being grumpy noisy and disrespectful when you have people working like this one in particular today. My personal opinion if you chose a job as a doctors receptionist you have to be a people person or love the job you do. This person was neither.

Hebburn Health Centre 2018-01-18 Person 3 5 0

I have recently become a first time mam, and was asked to make an appointment for my 11 week daughter. Unfortunately my daughter decided that she would need changed just as we were leaving for the appointment due to this I was 6 minutes late, once I got to gp surgery I was informed my appointment was cancelled and to re arrange due to being late, I asked the receptionist who was lovely to explain to the doctor, which she did do but was told he wouldn’t see me. due to other appointments I wasn’t able to get another appointment for two weeks. I have sent an email to the practice manger explaining as I think this is very unfair policy especially with new born babies who are unpredictable. Plus what if you needed public transport and your bus was 5 minutes late your appointment again would be cancelled. The response I got was inadequate and very poor service Plus the last three appointments at the gp I have never been seen on time and one appointment was 30 minutes late no explanation, no apology. I Feel The need to share my experience as I feel my email and concerns have been ignored

Hebburn Health Centre 2016-04-30 Person 3 5 0

I suggest that the surgery could adopt a better customer service model for Receptionists with a more relaxed approach of "How can I help you" and ending with "Is there anything else I can help you with?" which could be written into the current staff training programme. There are other communication techniques which could be adopted to enhance training in addition to the above example. The additional "Is there anything else I can help you with?" conveys empathy and allows patients with slower mental capacity more thinking time. I suggest that the current communication route of Receptionist, Triage, Nurse, Doctor may not work for some patients and that the patient could be given the option of speaking to a doctor by the receptionist at the first inquiry. I think the patient should be told from the onset that some medical conditions are to be treated initially by the patient with over the counter medications and that this is GP policy if this applies. My positive experience of this practice is that they make every effort to get things working right and I hope that they consider the options I have suggested.

Hebburn Health Centre 2015-02-19 Person 4 5 0

New to the area so was unsure which surgery to register our family at, so pleased we decided here. The main reason initially was the parking directly outside the surgery, its never busy and you can always get close by, a must with small children to carry about. We had an appointment to register the family with the practice nurse, she was friendly, warm and I wouldn't hesitate to go back to see her in the future. My baby has been seen by both Dr Staples and Dr Rahman and I can't praise them highly enough. Dr Staples is so approachable and never makes you feel silly for asking something or being there in the first place. Dr Rahman was the on-call GP when my baby was ill, I was able to get a telephone consultation within 45 minutes and was invited in to see him within the hour, I can't fault this, I would have waiting far longer at the walk in centre/A&E. My baby has also had immunisations here which are delivered by two lovely nurses. This is perhaps my only criticism, it is a drop in session rather than a booked appointment and I found the waiting around with a baby rather frustrating and hard work (an hour in total). Its sometimes hard to get through on the telephone and I have had to wait a few minutes but I've never got to the point where I've given up. They offer online appointments too which is handy. Receptionists are pleasant, I don't expect an over the top reaction from them, these people are subjected to some vile behaviour, I've witnessed this myself. Would highly recommend this Practice.

Hebburn Health Centre 2014-12-10 Person 1 5 0

I called in to the reception one evening on the way home from work. I asked the receptions for an appointment to see my Doctor. I was told that the first available appointment was in 21 days. I then asked to see one of the other Doctors their and was told it would be 23 days before I could see one of the other Doctors. I then said to the receptions that I'll just go to the local walk in centre where at leased I'll be seen the same day! I would have expect to get an appointment with in at lease 24 to 48 hours. Not 3 weeks. Its not that often that I need to see a Doctor, but I have never ever known it as bad as it has got to. I'll be 63 this year and hope to see 64? But the way thing have been going in this once great country, I have lost all hope. I feel for my Grandchildren and all the younger generation of today if this is the best this Country can provide for our generation. I really feel frighten for my wife and I and what lies ahead as we get older and as we will need to see our Doctor more and more or if we need to go into hospital that we may never come out. When you think both of use have served our once great country and once we came out we worked all our lives and now this is what we have to look forward to on weather we can get a Doctors appointment or not! fill's use with fear. Many thanks, A. S.