Holbrook and Shotley Surgery - (Shotley)

When you're 24th in the queue on the phone I know I'm not going to get an appointment and if it's not serious I just don't bother. The answerphone directs you to 111 but if you do call they direct you to services in Essex.

The doctor I saw went through everything and spent time with me even though they were running behind. They were very attentive, listened to my concerns about another cancer and they then did an urgent referral to the hospital. Very happy.

I do worry that when I'm in the queue on the phone there won't be any appointments available and there is a lack of a female GP which is a slight issue. I don't come to the surgery much, just for reviews really and I try to avoid the surgery if possible. The GP who has been seeing a relative has been great but I did feel that the diabetes advice was a bit old fashioned.

I'm concerned that when I call and wait in the queue it is frustrating and it does cost too. Face to face appointments are limited and at times so are call backs and I've been signposted to 111 or A&E or told to call the next day. I've also had a time when I called first thing but was told I was a minute too early and that I couldn't wait on the line for the computers to come online. There seem to be barrier after barrier which is frustrating but staff are good it's just access to appointments that is the issue.

It is frustrating getting through on the phone and this is the biggest issue at the surgery. When the surgery send you a letter to arrange an appointment you then have to go through the phone system to arrange it, it would be better if the doctors could just give you an appointment like the nurses do for follow ups. The care is good and staff are lovely once you get in.

It's a good surgery but there are waits on the phone but appointments are more or less available when needed. It is quicker to come down to the surgery to arrange something so I do do this. I have weekly appointments to have bloods done and these are arranged by the nurse each time. When I've needed an appointment I more often get a call rather than an in person appointment but generally it's ok and the care and staff are good.

A bit hit and miss as you don't get to see the same person but the pharmacy staff are brilliant and really listen to you. I have had issues with my long term condition, as I don't feel that staff listen to me and around my mental health I feel that I need to have my partner with me at appointments so that I have that support but so that they will actually listen to the issues.

It is easier to get appointments at Shotley compared to Holbrook. I was 45th in the queue on the phone but I was given a call back which was at 1pm as there were no appointments immediately available. I've also walked in to the surgery and been given an appointment for later in the day. I have tried getting an appointment with econsult but I missed the call but then got no response when I called the surgery as they were already officially closed. I received a letter to say that I needed an appointment but that meant I had to try to call the surgery to arrange an appointment. In a way it would be easier if they just sent an appointment to me. Reception do their best as do all the staff and the care is good but it is difficult. I have had trouble difficulties as there is no one at the practice who can remove a coil and I've had to go to iCash.

I really don't use the surgery much but was invited in for my annual review and I was happy with how easily I arranged the appointment and how good the nurse was.

Very happy with the nurse I had for my review, I do need to come back for a different review but I'm happy with how this one was carried out.