Cestria Health Centre
Whitehill Way, Chester Le Street, County Durham, DH2 3DJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Very helpful and friendly
Rated 5 stars out of 5
by Alan Trueman - Posted on 09 September 2024
Overall the practice and staff are superb. Friendly and helpful - from reception staff to medical treatment staff. My only gripe is that you have to ring at 830 am for an appointment which is busy and no alternative times are provided. Was told could book online but this was not an option when I tried- no appointments possible. Told I could not call in personally and make an appointment either. However the treatment when attending has always been reassuring and welcoming.
Visited September 2024
Cestria Health Centre has not yet replied.
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Review titled Good GPs and nurses, terrible call-handling system
Rated 2 stars out of 5
by Anonymous - Posted on 22 July 2024
This is not the first issue of this type I've had, so I felt it necessary to write a review since this seems to be an ongoing problem. I needed a short notice appointment due to an infection that's got worse over the last five days. I rang up this morning at 8am, and the automated answering system said the surgery was closed until 8am. Fair enough... so I called back a few minutes later hoping to get an appointment... same thing. I kept doing this for 20 minutes - same thing. At 8:30am I was finally able to get through, and it turns out although the surgery opens at 8am, calls aren't answered until 8:30am - but there's no mention of this on the automated answering service. Anyway, listening to the menu I chose option 2 for appointments, it said I was being transferred, then went straight to an engaged tone - no call queueing. I hung up, called back, same thing. I did this for another 20 minutes until I finally chose the option for general enquiries, hoping to get through to someone. 4th in the queue - not too bad. After waiting for 11 minutes I got to speak with someone and she said (yes, you guessed it) I need to select option 2 for appointments. I explained about the engaged tone and she said they're just busy. I asked why there was no call queueing for the appointments line and she said there was, but it could be there were too many calls. So I called back, selected option 2 and this time I got through to the queueing system - number *39* in the queue. I put the phone down and drove to the surgery, stood in a short queue for 5 minutes, and was able to make an appointment for later today. The thing is, I'm fortunate enough to own a car (and the foot I broke three months ago has healed well enough that I can now drive again), and I'm not very far from the surgery... but what if I'd been disabled or elderly and without immediate transport, or at work and unable to hold on the telephone while 38 other calls are handled (I'd guess that's an hour to 90 minutes waiting time)? The current system very clearly discriminates against these people, forcing them to call 111 or 999 for help instead (and putting unnecessary stress on the emergency services as a result) - or worst of all, or discouraging them from seeking treatment for what could be quite serious issues. The staff at Cestria are mostly very good, but the call-handling system is dreadful and needs serious work... starting with better information at the beginning of automated answering messages, and better call queue management. Hopefully the surgery's management will take this review constructively as intended, recognise there is a problem and make improvements.
Visited July 2024
Cestria Health Centre has not yet replied.
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Review titled Clueless
by Philip - Posted on 05 April 2024
I went for a test which was very overdue because I couldn't get an appointment and I work. After 6 weeks I finally get the appointment, no results for the test were there when I was sat in my appointment slot, the doctor says never mind, I will phone you back with the results but you can have medication if you want it, eh,,,, medication for a condition I don't have results for??, I refused them and left saying I will be waiting for the results first,,,,,, today went for medication to be charged for 2 items, one a repeat prescription and one for a condition I had 5 weeks ago, the second item was a off the shelf medicine, half the prescription price, apparently I should have cancelled the item that was sent to a total different pharmacy and not the nominated one,,, but this isn't down to them it's down to me for not cancelling the prescription, totally flabbergasted by the reception and the reason given, it's now the pharmacist to blame apparently!!!!
Visited April 2024
Cestria Health Centre has not yet replied.
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Review titled Amazing
Rated 5 stars out of 5
by Clare - Posted on 02 May 2024
Just a note to say thankyou to the nurse practitioner I saw today… absolutely amazing and made me feel so much better… explained everything and just simply took the time to listen and made my worries so much better. Credit where credit is due. Thankyou so much, also just to add its been quick and easy getting appointments. Brilliant service!
Visited April 2024
Cestria Health Centre has not yet replied.
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Review titled Staff great; System bad
Rated 4 stars out of 5
by Anonymous - Posted on 26 March 2024
In my experience, the Practice Nurses provide excellent care and I have no complaints about the doctors when you finally get to see one. The main problem with Cestria is getting through to someone on the phone. I’ve listened to hold music for over an hour before and still had to hang up unanswered. It is virtually impossible to make an appointment; you have a tiny window of opportunity at 8:30am; there are never any appointments available on the Cestria website; receptionists just tell you to use the NHS App but even if you manage to find the right Appointment Booking page of the App, Cestria always has the service switched off. I’ve found the best way to get seen for something non life-threatening is to by-pass my GP altogether and complete a Questionnaire on the NHS App. Someone then calls you. If all GP surgeries are like this, it’s no wonder A&E departments are overrun. If the phone lines are that busy, may I suggest employing more staff to answer calls and perhaps allowing appointments to be made at any time of day (instead of just at 8:30am until all that day’s ’emergency appointments’ have gone) and for more than four weeks in advance.
Visited March 2024
Cestria Health Centre has not yet replied.
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Review titled What is going on?
Rated 1 star out of 5
by Anonymous - Posted on 13 May 2023
After waiting on the phone for 90minutes for someone to answer the prescription line,I never moved from number 10 in the queue.I eventually had to go to the surgery in person to order medication.This is where I had the misfortune of meeting the unhappiest receptionist I have ever come across.I asked if the prescription could be kept at the surgery,rather than the chemist and guess where it was when I came to collect it—-the chemist.
Visited May 2023
Cestria Health Centre has not yet replied.
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Review titled Had Enough
Rated 1 star out of 5
by Anonymous - Posted on 20 April 2023
Been with this surgery for nearly 20 years. They're impossible to contact, they make lots of mistakes, make people wait for results. They actually nearly put me in hospital having given me the wrong dosage at Christmas, and now it's a full month after I did an important test and I've still not got any results, nor have they contacted the hospital to obtain the results. I've had enough, they just don't take treatment seriously any more, I do not feel one bit secure and safe with this team, I've got quite complex medical issues and this surgery fails at every level. Once I get the results I'm moving surgery.
Visited April 2023
Review titled Cestria Health Centre
Replied on 21 April 2023
Dear Patient, We are very sorry to hear about these problems. Please contact Reception or send an e-consult request (via the practice website) to let us know who you are so we can try to sort things out for you. Dr Adam Douglas, pp Cestria
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Review titled Getting worse every week almost impossible to access
Rated 1 star out of 5
by Anonymous - Posted on 25 February 2023
Made 13 calls in 1 day to no avail no reply at results line or prescription line 2 days later tried again queue position 5 1hr15 mins later still queue position 2 then cut off This has been the case for a couple of years now obviously no one is answering the phones and the system clearly not fit for purpose.Also when at hospital staff have been unable to contact the surgery re my treatment Have been told it's the fault of NHS and everywhere the same but on speaking to many others this is not the case with their surgery Cant fault the nursing staff when u can eventually see them but there are currently so many things wrong at the moment patients health is at risk and being triaged by reception and having restricted appointments is very distressing especially when you are ill No one seems to be listening to patient complaints and certainly not addressing them
Visited February 2023
Cestria Health Centre has not yet replied.
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Review titled Going downhill fast
Rated 2 stars out of 5
by Anonymous - Posted on 20 February 2023
This isn’t like it used to be they are running like a call centre these days. Can’t pre book, takes an average of an hour to queue then you get told they only see urgent cases and can’t pre book appointments. Never thought I’d want to leave the practice but it’s broken. Poor reception have the impossible task of trying to remain upbeat while patients get more and more frustrated with the poor service. It’s not their fault, they only do what they are told but it’s sad to see it go downhill like it has. This has been an issue for months.
Visited February 2023
Cestria Health Centre has not yet replied.
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Review titled Good practice
Rated 5 stars out of 5
by Anonymous - Posted on 19 December 2022
After recently moving here I needed medical help for my disabled daughter which I cannot fault, Doctor listened carefully to what was going on with her, which prompted a trip to A&E for blood test on electrolytes levels as she wasn’t eating. which couldn’t be done at surgery (was closing ) Thankfully all was ok & including eating issue The few times that I’ve used the surgery for my daughter/myself the receptionist who have a tough job dealing with everyone have at all times been polite /respectful & very helpful . I certainly wouldn’t want to do there job Nurses have been excellent dealing with her needs , which has a positive effect on her . Admin staff who deal with referral letters to hospitals etc thank you
Visited December 2022
Cestria Health Centre has not yet replied.