Birtley Medical Group
Durham Road, Birtley, Chester LE Street, County Durham, DH3 2QTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 29 March 2024
Always get threw on the phone straight away, whenever i have anything that needs sorting always get seen promptly and sorted out straight away. Was seen on Monday and the doctor was really nice as always she gave me the medication I needed to help with my problem
Visited March 2024
Review titled Birtley Medical Group
Replied on 02 April 2024
Thank you for your kind comments. All staff work extremely hard to give the best care to patients. Thank you again!
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Review titled Made to feel welcome
Rated 5 stars out of 5
by Anonymous - Posted on 30 March 2024
I recently came for my smear test, and all the staff were super nice, and the nurse doing the test was so calm and considerate
Visited February 2024
Review titled Birtley Medical Group
Replied on 02 April 2024
Thank you for your kind comments. All staff work extremely hard to give the best care to patients. Thank you again!
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Review titled Nurse being fabulous
Rated 4 stars out of 5
by Anonymous - Posted on 16 February 2024
My 15 year old son had to have blood tests. The nurse was amazing with him. He anxiety was sky high, the wonderful nurse was beyind patient and understanding with him (and me) explaining everything slowly and steadily , waiting at each point for what felt like forever, before moving to next stage. Outstanding
Visited February 2024
Review titled Birtley Medical Group
Replied on 04 March 2024
Thank you for your kind comments. All staff work extremely hard to give the best care to patients. Thank you again!
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Review titled Never had a good experience since well before covid
Rated 1 star out of 5
by Anonymous - Posted on 30 March 2024
Can never get an appointment even still, always feel like I'm not taken seriously. Always end up leaving it and ending up having to go to a&e because im not listened to at my gp. Which may I add just adds extra unnecessary pressure for a&e services when it could have been dealt with accordingly in a timely matter within my gp. Finally got an appointment somewhere else after a year where Birtley gp referred me to then I got referred back to my gp for results which took me 3 months to obtain. Then I made an online consult, finally got an appointment so I had to leave work extremely short notice (an hour) to get to my appointment made at the doctors only to be told they’re referring me to the hospital because of my results. Couldn’t have told me that over the phone no? Just a waste of everyone’s time and that’s probably another reason no one can get an appointment because they’re wasted with stuff like that.
Visited November 2023
Review titled Birtley Medical Group
Replied on 02 April 2024
Dear Patient, Thank you for your valued feedback, we would encourage you to formally complain so that we can investigate your accusations, as you have chosen to post this anonymously we are unable to look into your claims further.
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Review titled Speedy service
Rated 4 stars out of 5
by Lynne Birkett - Posted on 26 October 2023
Completed e consult form and 2 hrs later got telephone call from nurse practitioner, efficient and professional, request I attend to leave sample for testing, was seen within 10 mins of arrival and sample test done. Prescription issued. Very pleased with service. Credit where it's due .thanks
Visited October 2023
Review titled Birtley Medical Group
Replied on 27 October 2023
Dear Lynne, Thank you for your kind comments. All staff work extremely hard to give the best care to patients. Thank you again!
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Review titled Patients are a problem for this practice
Rated 3 stars out of 5
by Janice Wailes - Posted on 19 September 2023
I am chronically ill. There is no continuity of care any longer at this practice. I was told to expect a telephone call this afternoon from 'a clinician' and to have my phone 'at hand'. No time was given. I had my phone 'at hand' and when it rang I was in the middle of a shop. I tried to answer the call but it rang off after 4 rings. I then received what I consider to be a very rude text message saying they would attempt to call me again and if I didn't answer for a second time I would have to ring up for an appointment. All I wanted was my test results. I rang reception and the receptionist did get someone to ring me back. The person who rang me back was not the same one who did the test and their advice was entirely different. My main point here is that I think this practice consider their patients to be a nuisance. The patients are blamed everytime something goes wrong. I need time to answer my phone and 4 rings isn't long enough. I know we are literally just an NHS number to this practice but at least they could pretend to care a little bit about their patients. Please do not ask me to make a formal complaint because I have neither the time nor the inclination. Maybe you could discuss my comments at one of your meetings. Respect works both ways and as far as I can see there is little respect for the patients by some members of the 'clinical' staff and reception staff.
Visited September 2023
Review titled Birtley Medical Group
Replied on 28 September 2023
Thank you for your feedback, we do take all comments and complaints seriously which allows us to review our practice and make improvements. Having investigated your complaint we would comment that (via text message) we agreed to contact you directly on the telephone the following day to discuss your care and did indeed contact you as outlined in the message you received, the message also advised to have your phone to hand and a clinician would call you in the afternoon, we were unable to give exact times for telephone consultations as they are fitted around face to face consultations to maximise the most efficient use of time. A clinician called you in the afternoon the following day as had been outlined in the text message you received, however, the clinician was unable to get an answer so sent you an additional text message advising that they would ring again later (This message further advised that if we were unable to make contact with you on the second attempt, you should call the surgery back). The clinician called again six minutes later and was then able to speak to you. We are sorry if you feel the timing was inconvenient, however, we sent a message the day before to alert you to expect a call with some notice and called again within 6 minutes of the first call. Your comments stated that you were given conflicting advice from two different clinicians, having reviewed your notes we can see that the advice given by both clinicians was the same. Your comments reference your opinion that there is no continuity of care, respectfully we do not agree with this opinion, despite our best efforts we cannot always guarantee follow-up by the same clinician due to different working patterns, holidays, sickness etc. However, we do have continuity slots that GPs can use to follow up with patients directly and increasingly make use of text messaging to allow for follow-up with the same clinician. On reviewing your complaint, we can see the majority of your consultations over the last year have been with the same Dr, and great care has been taken to review your records and allow you time to discuss your problems. We also do not agree with your statement that patients are a problem for the practice or that we consider a patient to be a nuisance. This is simply not true, we strive to provide the best care possible for our patients. We feel these comments are unfair and we are disappointed to hear you feel this way, our staff are trained to treat all patients with respect and do their very best to help our patients. We will discuss the points raised in your complaint at an upcoming practice meeting and will strive to continue to provide high-quality care with as much continuity as possible.
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 21 June 2023
I have been trying now for 3 months to make an appointment for menopausal symptoms. You are unable to make advance appointments all I want to do is to speak to someone about the awful symptoms I am experiencing that are affecting my health and all areas of my life. You have to call at 7am or fill out an econsult. I have done this most days and there are never any appointments left. It’s getting me down. How are people supposed to cope with this awful service that is on offer. It’s only a matter of time before something tragic happens.
Visited June 2023
Review titled Birtley Medical Group
Replied on 23 June 2023
Dear Patient, Thank you for your valued feedback, we would encourage you to formally complain so that we can investigate your accusations, as you have chosen to post this anonymously we are unable to look into your claims further.
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Review titled Keep up the good work you all do .
Rated 5 stars out of 5
by Brian Simm - Posted on 26 July 2023
Just wanted to say the support and help I’ve had from practice has been 1st class and after support and require of appointments has alway been food , great practice and great people.
Visited June 2023
Review titled Birtley Medical Group
Replied on 26 July 2023
Dear Mr Simm, Thank you for your kind comments. All staff work extremely hard to give the best care to patients. Thank you again!
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Review titled Great practice
Rated 5 stars out of 5
by Spencer Tindle - Posted on 02 July 2023
I have received excellent service from all the staff in the practice and have always received friendly and helpful treatment from the reception staff who have very stressful jobs. Highly recommended.
Visited June 2023
Review titled Birtley Medical Group
Replied on 26 July 2023
Dear Mr Tindle, Thank you for your kind comments. All staff work extremely hard to give the best care to patients. Thank you again!
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Review titled Recorded Message
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2023
I telephoned this practice today. I was horrified to hear the recorded message when I was connected. It is a very threatening message for ill people to hear when they are trying to obtain help. It is all about abuse to staff and the zero tolerance policy the practice operates. Whilst I am sure the staff do receive abuse from some patients, these patients have to be in the minority. It is unfair that all patients have to listen to what is in my opinion an abusive message to patients. There is nothing welcoming at all about the message and it is delivered in a quite threatening manner in my view. Respect works both ways. Staff should of course be treated with respect but so too should patients.
Visited May 2023
Review titled Birtley Medical Group
Replied on 23 June 2023
Dear Patient, Thank you for your valued feedback, we would encourage you to formally complain so that we can investigate your accusations, as you have chosen to post this anonymously we are unable to look into your claims further.