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 E consult not working
Rated 3 stars out of 5
by Simon Olley - Posted on 16 February 2024
I used the e-consult for the first time and answered every question accurately. The final verdict was phone the surgery. I duly phoned the surgery to be told the e-consult was "too sensitive" and we had to do it again over the phone changing some of the answer's. We did this and receptionist finished by asking "what do you think you need". I asked for someone to check my chest for a possible infection. I was offered a call back. The call back came within 15 minutes but only to offering "out of hours" appointment 4 days later. Very poor show Acklam Medical Centre.
Visited February 2024
Review titled Acklam Medical Centre
Replied on 21 February 2024
Dear Mr Olley I am sorry to hear that you have had difficulties using the new eConsult system. Depending on the answers a patient inputs the system will deem the patients issue as urgent and in that situation it will direct you to call the surgery. If you feel that your issue was not dealt with appropriately please call and we will be happy to help you. Once all your answers have been sent to the clinician they will decide on the appropriate timeline for an appointment for the patient etc. Thank you again for your feedback Acklam Medical Centre
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Review titled Fabulous new fast service
Rated 5 stars out of 5
by Neil Hamilton - Posted on 30 January 2024
Like others I have often been frustrated by the 8am rush to try and get an appointment to see a doctor but understand tge surgery has over 11,000 patients and once this hurdle has been navigated I have always found the doctors and staff to be excellent. I have had to use the new econsult system twice now and must say how incredibly impressed I have been with this new service. After submitting the form online each time I got a call from a doctor within 15 minutes and then an appointment to see them well within an hour of submitting the form!!! Excellent service and superfast service, fabulous well done.
Visited January 2024
Review titled Acklam Medical Centre
Replied on 01 February 2024
Dear Mr Hamilton I would like to thank you on behalf of everyone at Acklam Medical Centre for such a positive review. When we change anything for patients we never make the decision lightly but felt that this was best way forward for our staff and patients in ever evolving times. To hear how this works for you is very much appreciated as we hope to be able to deliver a much more convenient service and system to our patients moving forward. I will be sure to pass your comments onto the staff here as we work extremely hard and this sort of feedback goes along way, so thank you. Kind regards Acklam Medical Centre
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Review titled Needs NHS intervention - terrible, terrible, terrible
Rated 1 star out of 5
by Anonymous - Posted on 02 January 2024
In all the time I've been registered with this practice it's been literally impossible to get through by phone. Econsult is ok but when the response is 'phone up and make an appointment', it's futile. I'm now on my 8th attempt to get through (not a trivial matter either) and have been on 'ring back' for well over 2 hours. Doesn't the Nhs monitor basic performance? I'm fully aware there are problems throughout the Nhs but friends and family at other practices can at least contact theirs. No wonder people are queing out the door at James Cook A & E.
Visited January 2024
Review titled Acklam Medical Centre
Replied on 02 January 2024
Dear Anonymous I am sorry to hear that you have had difficulty in contacting the surgery and that our phonelines have been extremely busy. We have been experiencing very high volumes of calls over the Christmas and New Near period, that coupled with staff sickness and annual leave has proved challenging. As you have chosen to remain anonymous I am afraid we have no way of contacting you directly. Our eConsult system is the most convenient method of contact for our patients if you are still struggling to get through on the telephone. Kind regards Acklam Medical Centre
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Review titled Not acceptable steer clear
Rated 1 star out of 5
by Matthew Atkinson - Posted on 20 December 2023
Unable to get an appointment, cut off yesterday joined the queue at 8am in position 10 already…. Waited 50 minutes to then be cut off and not receive a call back. I did attempt to rejoin however was over 30 in the queue so was not able to wait for the likely hours of wait to attempt to get through again. Disgusting service this is not a one off occurrence phone lines are terrible and appointments are usually unavailable if you do get through.
Visited December 2023
Review titled Acklam Medical Centre
Replied on 02 January 2024
Dear Mr Atkinson I am very sorry you have had a frustrating time and I can see that you have since been dealt with. Should you need any further assistance please do not hesitate to contact us. The best way is via our eConsult system which can be located on the homepage of our website. Kind regards Acklam Medical Centre
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Review titled Poor patient care
Rated 1 star out of 5
by mark taylor - Posted on 11 December 2023
I have been with this surgery for the best part of nearly 60 years, I know a lot has changed in this time, such as moving surgeries etc, but this is the worst I have ever known it. I haven't been able to get an appointment with a GP in over 3 years (since August 2020) and in that time I have suffered a stroke and recently had Hernia Surgery. Whenever I phone the surgery for an appointment or advice, I am always over 25 in the queue, whenever I receive a call back all the appointments are gone and this is usually by 10am. So it is back the next day to do it all over again, I know it is not the receptionists fault but they probably get the brunt of it which is unfair. Where is the duty of care to the patients. I know people say that all surgeries are the same but when I mention this to my friends they can't believe and state that they never have issues like this in their surgery, so something is not working in this Surgery. It is becoming so frustrating that you are expected to ring up every day to be told the same thing. The Surgery ask you to do an E-consult but they have now removed all online services.
Visited December 2023
Review titled Acklam Medical Centre
Replied on 21 February 2024
Dear Mr Taylor I am very sorry you are having issues with the service we have been provding. We have recently changed to a full eConsult system and there is no cap so will not be removed or closed unless we are closed. This system seems to be working extremely well and most patients are happy with what is offered to them. The telephone lines are better meaning patients with urgent queries or ones that are unable to submit eConsults are helped swiftly. I hope going forward we can restore your faith in Acklam Medical Centre. Thank you again for your feedback Acklam Medical Centre
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Review titled Great practice
Rated 5 stars out of 5
by Amy - Posted on 13 September 2023
This practice is brilliant at getting you what you need quickly and amazing at patient care. I am so lucky to be part of this practice. When working away I have struggled to get any help from 111 or any local centres and they still managed to support me when I wasn’t local. Outstanding service thank you so much.
Visited September 2023
Review titled Acklam Medical Centre
Replied on 14 September 2023
Dear Amy I would like to say a huge thank you on behalf of all the staff here at Acklam Medical Centre. Your feedback will go along way in boosting the moral of all staff as we all work extremely hard and patient care is at the very forefront of what we do here. It is very difficult trying to balance patient demand and staff shortages etc but we continue to strive to give our patients the outstanding service they deserve. Thank you again Acklam Medical Centre
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Review titled Waiting times
Rated 3 stars out of 5
by Kenneth robson - Posted on 11 September 2023
Hi I after doing a econsult to get some advice about feeli g very tired all the time and when resting I find it hard to stay awake I a drive a forklift truck for my job I thought I would get some advice after my econsult I get a message saying I would not get a callback appointment for about three weeks this is absolutely ridiculous what's the point in econsult if you still have to wait nearly three weeks for a callback phoned the surgery to be told that it's not that urgent that's why I had to wait for nearly three weeks I have been with this surgery all my life I feel that this surgery does not care
Visited September 2023
Review titled Acklam Medical Centre
Replied on 12 September 2023
Dear Mr Robson I am extremely sorry that we have not been able to deal with your issue as quickly as you would have liked but unfortunately we have to prioritize patients who are acutely unwell and need immediate medical treatment. The eConsult system does not enable the patient to have priority access as these are assessed on receipt and as yours was an ongoing issue you were given the next available routine appointment. I am very sorry that you think we do not care and I would like to assure that this is definitely not the case. Should your symptoms escalate please call the surgery to discuss this. Again I am very sorry that we have no sooner routine appointments. Kind regards Acklam Medical Centre
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Review titled Reception staff are simply the best
Rated 5 stars out of 5
by Paul Richards - Posted on 19 July 2023
I know a lot of comments give this Practice a low rating but I strongly disagree We all know it is harder to get appointments at any Surgery in the country at the moment but Acklam medical centre are doing a fantastic job. The Reception staff are consistently brilliant. Very helpful, patient , polite and understanding. They work so hard and in every interaction I have had , they have gone above and beyond to help me. You are all amazing. Thank you
Visited July 2023
Review titled Acklam Medical Centre
Replied on 20 July 2023
Dear Mr Richards We are so grateful for your positive comments they really do mean a lot to our staff. I will certainly pass on your feedback to our reception team who unfortunately seem to take the brunt of the negative feedback we receive. We are continually looking at ways in which we can improve our access and we value all our patients and want to continue to provide the best service possible, which can prove challenging with the increasing demand. Thank you again and I am extremely happy that you think we are amazing. Kind regards Acklam Medical Centre
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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