The Glen Medical Group

The Glen Medical Group 2024-02-20 Person 5 5 0

Excellent care Today with HCA Mel for some routine checks. Very friendly and helpful. She explained everything and was very professional with a lovely manner about her. Credit to the surgery.

Nothing

The Glen Medical Group 2024-01-03 Person 5 5 0

I primarily use the consult as I'm worry I'll be wasting the doctors time and don't like to make a fuss, this service is great and the confidence is enhanced as a few times I've used and then been called by the team and given an appointment which indicates that this is not a service to 'fob patients' off. The reception staff seem to get a hard time in the reviews but in my experience this is totally unwarranted, they are professional and helpful, when I've needed copies of reports or any assistance they are always helpful and supportive, waiting time is flexible as somethings they do run late but thats the nature of the appointment system, and is beyond the control of people if an urgent need comes in that will take priority. As a wheelchair user I often need a little extra help as things are always too high (the sign in screen for example) and the staff always log me in without any fuss or making me feel like a problem. When I hear the negative feedback I don't understand it, I have always been able to get an appointment when needed, though it may be a couple of days later if not urgent, the econsult is fantastic as this takes a lot of the stress off making an appointment and worrying that you are being dramatic over something that doesn't warrant. When others talk about the issues they have with their medical practice I always express that I haven't had those experiences at the Glen. Nurses are good there too, I can be a little challenging at times with the chair and having the throw myself around to get on the examination beds etc but they have patience and more importantly do not make me feel patronised or incapable as so often happens when people see the chair and assume I'm not independent (some may say stubborn). The use of email and txt reminders is really useful and the GP app is effective too though it doesn't have a lot of detail it is updated with key elements which I have found to be incredibly useful when I've been hospitalised and need to list meds and conditions, I can just access the app or show the paramedics

some of the rooms are a bit of a squeeze to get in or around with the chair, its not a huge issue as often staff will move rooms to accommodate me without making a big fuss of it. There is nothing major that I feel could be added, the challenge of filling a prescription with the limited pharmacy times is sometimes problematic but we can assign our own pharmacist which I choose to do because I need the meds delivered and many are often out of stock which means multiple trips and that can be a pain when in a wheelchair. Consider giving the reception staff a raise or bonus, they seem to get a lot of Abuse when things run late and that is not fair on them but they seem to just take it which is a shame as they are always helpful and charming when I've needed anything

The Glen Medical Group 2023-10-13 Person 1 5 0

My daughter has been very ill on a number of occasions and was unable to get through to make an appointment..often hanging on her mobile for over 45 mins. On occasions getting through only to get cut off…or being promised call backs that never came. One particular receptionist has been so rude to her even on occasions diagnosing her ailments without any medical expertise and telling my Daughter her opinion on what the Doctor will say or do! My daughter often rings me crying by the receptionist lack of understanding and care. Another more professional receptionist has rang my daughter and apologised profusely for this colleagues attitude. Come on is this acceptable? Is this professional ? I do believe the surgery is way over stretched as is the pharmacy so massive mistakes are being made. Often she has waited weeks for prescription items to arrive which has made her conditions worse and she has lost money through sickness from work. I just thank God that I live elsewhere and have a fantastic Gp Surgery who answer calls quickly and efficiently with great staff and doctors. But I worry so much for my daughter’s physical and mental health as she feels no one cares in the NHS due to her terrible experiences with the Glen. As her Mother I would not choose this surgery for my daughter but with council boundaries she has no alternatives.

What could be done better you ask? Quite frankly Everything! She says once she sees a Doctor they are good but getting the Reception to answer a call in the first place after a long hold is so stressful. Then even more stress when she gets cut off and has to ring again often ringing from her work place. Then if she gets the rude uncaring Receptionist she gets upset as the receptionist attempts to diagnose her illness herself and anticipate the medical outcome. Then long long waits to get an appointment to see a Doctor The long pharmacy waits for urgent or missing prescription medications that other chemists seem to be able to source a lot more quickly. Basically this Surgery is letting people in Hebburn down badly and I worry my Daughter has lost faith in the NHS due to this.

The Glen Medical Group 2023-01-22 Person 3 5 0

The doctors are still very good at the Glen and I have recommended my whole social circle to go there for treatment, but lately, there are lots of clerical errors and mistakes being made in patient care. I hate to say this because the doctors are excellent and under great pressure...

The situation is what it is and it does not look to be able to improve as much as I wish it could. It would be a better service with more input, more staff... I do not have the solution. Maybe better training for non medical staff??

The Glen Medical Group 2022-03-18 Person 5 5 0

Doctor was brilliant. Very good service

Not sure they could do anything better