West Rainton Surgery
The Surgery, Woodland View, West Rainton, Houghton LE Spring, Tyne and Wear, DH4 6RQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Fantastic practice
Rated 5 stars out of 5
by Ron Capstick - Posted on 10 December 2024
Appointment booked but had to cancel and make a new appointment, The receptionist was exceptional cancelling and re booking. The following day the same receptionist contacted me to advise there had been a cancellation to see the GP rather than have to wait until 2 January. This I feel was exceptional service going above and beyond. Would you please pass this onto the receptionist on behalf. Thanks again for a great service.
Visited December 2024
Review titled West Rainton Surgery
Replied on 12 December 2024
Dear Mr Capstick, Thank you for your feedback. It is great to hear you have had a positive experience. I will retrieve the call recording to identify the receptionist who rang you and feed this back to them. I agree this is going above and beyond, especially as we are extremely busy at present, with around 400 phone calls on average per day. We really appreciate you taking the time to give your feedback. Best Wishes, Samantha McErlane Practice Manager
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Review titled A truly great practice
Rated 5 stars out of 5
by Anonymous - Posted on 28 November 2024
I feel very lucky to be a patient at this practice. I visited last week and as always staff were friendly and GP was very helpful. I didnt have to wait a long time for the appointment, service was prompt at reception too. Thank you all
Visited November 2024
Review titled West Rainton Surgery
Replied on 28 November 2024
It is lovely to read your positive review of our practice. We really do try to deliver the best quality care we can to our patients, to see that you are experiencing that means a lot to us. I will pass your feedback on to our team. Thank you. Best wishes, Samantha McErlane Practice Manager
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Review titled Top notch
Rated 4 stars out of 5
by Anonymous - Posted on 01 December 2024
The doctors, nurses and receptionists were very kind and caring. Thanks for everything you have done for me, Bev.
Visited November 2024
Review titled West Rainton Surgery
Replied on 02 December 2024
Thank you for your lovely review Bev. It is great to read you had a good experience at our practice and are happy with our service. I will share your review with our team. Best Wishes, Samantha McErlane Practice Manager
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Review titled Top notch practice
Rated 5 stars out of 5
by Anonymous - Posted on 29 November 2024
Diagnosed prostate cancer last year after PSA test suggested by our local doctor. I had very few symptoms and therefore feel very lucky that it was diagnosed early. We are fortunate to have this service in our village.
Visited October 2024
Review titled West Rainton Surgery
Replied on 29 November 2024
Thank you for your review of our practice. It is great to hear you are happy with the level of care you have received. Your feedback is very much appreciated and will be shared with our team. Best wishes Samantha McErlane Practice Manager
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Review titled Unable to respond to patient's needs
Rated 2 stars out of 5
by Anonymous - Posted on 26 November 2024
I asked them to change their answer phone message because it was passive aggressive, assuming I was going to abuse their staff when all I wanted was a repeat prescription. They refused. They did not provide any other way of contacting the surgery. When I sent a letter through the post requesting a repeat prescription, they did not fulfil it. I know most people aren't bothered by such messages, but I am, and they did nothing to help.
Visited October 2024
Review titled West Rainton Surgery
Replied on 27 November 2024
Thank you for your review. I am disappointed to see you have rated 2 stars, especially as I thought I had dealt with your complaint in writing over several emails. As explained in my response to your complaint on 18th October 2024, our phone message is played to anyone who calls the practice. It is not directed at you personally. I also explained that unfortunately our team do face aggression from patients within their role, as do many staff in the NHS unfortunately. This message is purely to explain we have a zero tolerance policy towards any violence or aggression. It is not uncommon within NHS services for this message to be played on their phone messages and/or displayed in waiting areas. Yes, I did refuse to change our phone message as we have a duty to safeguard our staff. In my email on 24th October 2024 I explained alternative ways to contact the practice to request medication via e-consult, NHS App and the prescription request box located at the entrance of the practice. I am sorry if this has caused you upset. I believe I helped you to the best of my ability, by explaining my reasoning for the telephone message, reassuring you it is not directly aimed at you and by offering 3 alternate ways to request a prescription/contact the practice. If you are unhappy with my response to your original complaint, you can seek advice from the health ombudsman. Kind Regards Samantha McErlane Practice Manager