Fell Cottage Surgery
123 Kells Lane, Low Fell, Gateshead, Tyne and Wear, NE9 5XYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent practice
Rated 5 stars out of 5
by Doreen Moore - Posted on 19 October 2023
Phoned surgery for advice staff were excellent trainee doctor very polite and concerned when she phoned GP also phoned and sent nurse out to take blood next day results were good, I wish to say thank you my wife has recovered bill moore.
Visited October 2023
Review titled Fell Cottage Surgery
Replied on 20 October 2023
Thank you so much for providing your feedback, we are delighted that you and your wife felt that your experience was excellent. I will pass on your comments to the staff in our team. Thank you for taking the time to do this.
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Review titled Grateful for my care
Rated 5 stars out of 5
by Emma - Posted on 31 May 2023
I just wanted to say a thank you and how pleased I am with the care from fell cottage surgery At the moment I feel people are quick to point the bad experiences of GP practices but the care I have received the last couple of weeks am very grateful for. I received quick appointments with both the nurse and the physiotherapist at the surgery which has resulted in a long term issue being quickly resolved So again thank you very a happy client
Visited May 2023
Review titled Fell Cottage Surgery
Replied on 01 June 2023
Hi Emma Thank you so much for your kind comments, it will certainly lighten the spirits of the team here at Fell Cottage. We do love to share comments (both good and bad with the team) and I will discuss this at our next team meeting... Thanks again
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Review titled Not impressed
Rated 1 star out of 5
by Anthony Krohn - Posted on 02 April 2023
I had an appointment with the pharmacist at 1-40 pm I signed in on the screen at the reception and went to the waiting area , I was there until 2-10 pm and had not been seen I went to reception to ask why this was but the reception was busy so at 2-15 pm I left as I had another appointment elsewhere I have tried to ring but was put in a queue and after a while I was cut off this has happened to me before and is very annoying as you have to go through it all again . I am looking for another doctors as I have lost all confidence with Fell Cottage surgery.
Visited January 2023
Review titled Fell Cottage Surgery
Replied on 11 April 2023
Dear Mr Krohn Thank you for your feedback as I (Julian Saul as the Practice Manager) am always keen to hear the views and issues of our patients. I am sorry to hear of the issues you encountered on the 12th January 2023 and I have tried to call you today to discuss this matter in more detail. I can see the pharmacist was delayed that morning due to a complex patient (which can happen from time to time). I can also see the pharmacist pressed the "send in" button to call you at 14:12 but I presume this was the time you went to the receptionist. I know we used to have a sign in the waiting area saying to speak to the receptionist if you have been waiting longer than 20 minutes and I have just checked and this is not there so I will ensure the team put this back up. I will remind the team to advise patients of any delays. In relation to the phone system, I have checked and I cant see your call coming in to the practice (our new phone system from November 2022 does show the calls that have dropped and not answered now but your numbers are not there - - could you have rang from another number? I am keen to review this with our suppliers. I am always keen to hear of any issues and I am generally at work Monday to Friday between 0900 and 1700 so please pop in anytime to see me so I can look to resolve any issue you have. I really do thank you for your feedback which helps us continually improve. Julian Saul - Practice Manager
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Review titled Excellent efficient service from the team
Rated 5 stars out of 5
by Helen Jones - Posted on 10 January 2023
I am writing on behalf of husband and I to thank you for the efficient, thoughtful and skilled way you took care of my 98 year old mother in law on 20th December. She had been taken seriously ill after coming to stay with us for Christmas from her home in Manchester. Your team in particular the receptionist, got her an appointment that day, registered her as temporary patient, advised us how to sort out her medication and helped us stay calm when we were very worried. The GP was very gentle and skilled and quickly took tests and told us to go to A and E . We were astonished that the results and a letter from the GP were at the QE before we were, meaning she was seen and received the right treatment quickly and with less fuss. After two weeks in hospital my mother in law is now back to her usual self and back home. We have been patients of your surgery for over 30 years and have always been very grateful for your skill but especially over this issue at a time when we know how stretched you all are. Many thanks again. Helen Jones.
Visited December 2022
Review titled Fell Cottage Surgery
Replied on 10 January 2023
Hello Helen Thank you so much for your kind words and they are very much appreciated. I will certainly pass on your comments to the staff members involved and I will share with the whole team in our monthly team meeting. Thank you once again, Julian Saul - Practice Manager
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Review titled 10 out of 10
Rated 5 stars out of 5
by Anonymous - Posted on 22 December 2022
I’d just like to leave some positive feedback about my experience today with the Advanced Nurse Practitioner at the practice. I requested a telephone appointment to discuss my issue with sinusitis and informed the lady who answered the phone I couldn’t attend because we have covid in the household (I’m not positive but my partner and his young sons are) and I was instructed that I could still come in if I was negative. I explained that I didn’t want to put anyone who is vulnerable at risk by attending the surgery and insisted again for a telephone appointment. I was told the nurse would call. The Advanced Nurse Practitioner rang and she was so understanding about my condition and has instantly given me access to treatment via a prescription at the pharmacy. She was very kind, compassionate and (unfortunately for her) has suffered with this too so was extremely empathetic. I explained that I was very stern with the lady who answered the phone this morning and I apologised but the nurse completely understood my reservations about not coming in because even though I’m not Covid positive I can still bring the virus in. 10/10 for patient experience and how quickly I could receive advice and help. Please pass on my thanks to the nurse, and let her know she is doing a fantastic job. Thanks again and Happy Christmas to you all
Visited December 2022
Review titled Fell Cottage Surgery
Replied on 23 December 2022
Well Thank you so much for this great feedback. It certainly is lovely to hear and we always try to be the best (but have some challenges at times like everyone else). I will pass on your thanks to the nurse and the team as this will certainly lift their spirits and we will discuss this with the team in our next team meeting. Merry and Healthy Christmas to you too.
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Review titled Often have issues with booking appointments
Rated 2 stars out of 5
by Anonymous - Posted on 16 November 2022
After calling to make an appointment for our son we took the closest availability slot which was 2 weeks ahead. My wife who is a nurse had to pull strings to change her shifts so she was available to to take our child to the surgery. Less then 24 hrs before the appointment the surgery called to rearrange the appointment because the Dr had taken on other responsibilities at the time our our appointment. I’ve had to take an unpaid day off work to provide child care for our other child whom my wife should have been available to taken care of had she not had to change her shifts to make the original appointment. Very inconvenient, very costly….very disappointed, dissatisfied and annoyed.
Visited November 2022
Review titled Fell Cottage Surgery
Replied on 18 November 2022
Dear patient, Thank you for your feedback as we can aways learn from mistakes. I am sorry you felt disappointed, dissatisfied and annoyed about the service on this occasion. I am aware of this issue, and it happened (like a number of other occasions) when staff are absent, so we have to accommodate changes regularly. On the day, the GP you were booked into needed to change to be an "On Call GP" for all urgent / same day problems which means they could have been sent out on an urgent home visit. At the time of our call to you, we did ask to see if you could change, and it seemed you accepted that. Had we known about your personal logistics, we certainly would have ensured your son would be seen at the appointment time (but this could have been a different GP). I tried to call you twice on the day I received this feedback to say we could still see your son and I also sent a text to that effect. I am sorry I did not manage to get in contact with you. We know things can go wrong but I want to assure you we take feedback very seriously and we are responsive with the aim to give the very best service possible. I am always available at the practice via the practice telephone or by email (julian.saul@nhs.net) for any comments or concerns and I am more than happy to discuss this further with you should you wish. I have discussed this with the team already. Thank you again for allowing me to respond and I hope I have alleviated your concerns. Thank you, Julian Saul - Practice Manager