Holbrook & Shotley Surgery - (Holbrook)

I was 19th in the queue when I first called but there were no appointments available so I called back at 13.00 as advised but there were none then either. I've found that econsult has been closed at times so you have to call. The system itself is longwinded but in this case it did get me an appointment today but I did have to wait 48hrs for a response although, this is what you are advised . It would be good to have a way of booking appointments in advance rather than having to do everything on the day which is very difficult around work and a family. I have been offered a GP+ appointment as an alternative but nothing came of it and it was almost a waste of time as the doctor was unable to make a referral and I had to go back to the surgery again to get another appointment. I just feel it has taken longer than it needed to.

My consultant requested that I had an appointment so the surgery contacted me to ask me to arrange one. I've tried with no success to contact the surgery by phone but have had to keep redialing as unable to join a queue. I would rather have a longer wait in a queue than having to redial so much. There have been no appointments available when I've called and I've been told to call again. In the end I completed an econsult explaining the situation and was then given an appointment. Unfortunately econsult options don't always seem to fit why you are contacting the surgery and you have to put answers in even if its not the truth and then try to explain the situation. The doctors when you see them are nice and good, it's just getting through to them and getting an appointment that is the issue.

Tried and tried with no luck, waited and waited on phone and always no appointments left.

Its been difficult when having conversations with reception as I often can't see or speak to my preferred GP at short notice. I was told by my GP that they would need to see me in two weeks but when I tried to book reception couldn't give me an appointment. I really like continuity with my GP but this seems more difficult to maintain.

I've found that appointments are fine to get and the staff are helpful and friendly and all my check-ups have been done when they should've been. All in all it's a good surgery.

I used to have regular monitoring appointments following a heart operation but as soon as covid hit all of it stopped and it's not restarted yet. I've got an annual review coming up soon so hoping it will all be covered then. Overall the surgery is ok and the staff are fine but I do feel its all a little more difficult to access it at the moment.

You do have to wait on the phone for quite a while before you can talk to reception and appointment availability can depend on who you talk to. When you do see a doctor or nurse they are good and I've been happy with the care.

In 2 years I have had 4 different “named” doctors … no explanation from practice as to reason for changes … it may not matter for average patients but for a patient with a complex history it is impossible to build up a working relationship with a doctor … the practice claims it doesn’t matter because you can see other GP’s but a) that is not a reality when you can’t book an appointment for “routine” matters and you’re subject to the rota on the day you call and b) it makes having a named doctor a pointless tick box exercise! The practice is too focused on processes rather than meaningful relationships with patients with complex needs that might actually keep them out of hospital!

Staff are very good at fitting the children in when they are unwell and generally getting appointments isn't bad and easy enough to do. Staff are polite and offer good customer service and are happy to answer questions.

The surgery is very good, staff are caring and help to sort things out. I really can't fault the service provided. Generally to get a blood test done is easy enough which is good.