Chadwick Practice - Hartlepool

Angela A.

My daughter and I registered with this practice approximately two months ago. Wow what a difference to the other practice we are with. Cannot believe how quick they are to answer the phone, how helpful the staff are and how wonderfully helpful the Nurse Practitioners Julie and Vicky are. Jess the receptionist was so lovely too. Very positive practice.

Jenny H.

I contacted the surgery this morning as I found I was out of one of my new tablets to find out that I could not order as needed a review. I advised the young lady that I was all out and needed them asap. She advised that will pass on to the phamis. I gave this an hour then called back to see how far this request had gone to ann answer that I only called an hour ago. I also advised that I was in Asda waiting for the tablets as not want to come home only to have to go out again. I was then advised that she could not do anything. ( In my book can't is not in my vocabulary). I was getting rather frustrated by this time and hung up. To get a call back 5 mins later to tell me the tablets are ready. I checked on my NHS account to see that this young lady called me rude. This all started at 9 this morning I got home at 11.30. wat a waist of a morning

Marc S.

Registered recently as a New Patient and the few interactions I've had thus far have been very positive!

mc N.

Absolutely brilliant service before covid times, couldn't fault them. Now after covid you can't get appointments even if your doctor or specialist doctor request you ring for one unless you ring 8.30 on a morning for any cancellations If you do manage to see them then make sure you only have 1 problem even if 2 are an emergency cos the doctor just won't talk about anything other than 1 thing. Can't even get a blood test for a month, just a complete joke now messing with people's health The receptionists are nice n some of the doctors are lovely aswell but this new system of there's is a nightmare

Lisa S.

I have been attempting to reschedule an appointment for over two weeks now. Every time I call, having tried at different times of the day, the line is engaged. There is no other way of getting in touch. A couple weeks ago when I was able to ring through their automated message says "they are being inundated with calls about the vaccine" making the whole situation even more shameful. Clearly they need to upgrade their IT systems and have instead blamed patients.

Claire H.

Myself and my family have always had positive experiences with this practice. Staff are polite, approachable and knowledgeable.

At times I have had to wait in a telephone queue for an appointment, but it's understandable given it's a large practice with many patients, but once through I've had no problem getting an appointment.

The new(ish) online system for making appointments, checking on your vaccination/medication history is useful, flexible and easy to use - bonus is there no queue to wait in!

I would recomend this service to others - considering the current pressures they are facing, they do a great job!

Michael O.

I wanted to register at this service as I have moved to the area from Manchester. I completed the forms (second time I did this) and was told I needed a telephone appointment to register.

The only time they had available was 2:20pm on a certain date. I'm also told that I have to answer the call at that time otherwise I won't be allowed to register with the practice. I told them i'm a teacher do they have any other times? No, only 2:20pm. I confirm the time once more and put it in my calendar knowing that I would have to get a colleague to cover part of my lesson.

I made arrangements for a colleague to cover my lesson from 2:10pm so I had more time to get to the staff room and await the call. Only to find I had been called twice at 1:59pm (over 20 minutes before the agreed time). Sure enough I thought they might try again at the time agreed (2:20) and maybe were just trying to see if I was free earlier, no phone call. I can't even return the call because it is a private number! So, I phoned 5 times from 2:20-2:50 and got this message every time "this number is on another call right now" and it hangs up (you normally get a recorded voice and get put in a queue).

I decide to visit the practice about an hour later and explain my situation. I get told by the receptionist that apparently "the nurse can call at any time around the appointment", which I was NEVER told beforehand and just sounds dodgy. To be honest, if they had told me that I wouldn't have made the appointment in the first place! I explained the fact I work in education and was told that the nurse won't be able to call me again. Having made the point that I was never called at the agreed time, I was told that the nurse will ring me back.

I check my phone and find a voicemail (had my phone on my person the whole time and it never went off) asking to ring the practice. I ring them (and as if by magic it's working again now with the recorded message + queue system!). I'm in position 1 of the queue the whole time, and it takes 25 minutes for them to pick up. When they do pick up i'm told the Nurse has left for the day and so won't be able to phone me (that's why they rang). So after being told the Nurse would contact me, I got put in a queue (by myself) for 25 minutes and then told that the Nurse wouldn't contact me.

I made it clear I wasn't happy and calling 20 minutes BEFORE an appointment is not appropriate (calling late is forgivable, we're all busy people!), I said I will be leaving a negative review and I apologised to the receptionist because it wasn't their fault.

Now I can't register to this practice for a reason completely out of my control. I even mentioned the fact I rang the practice 5 times at the time of appointment and was blocked, and they didn't even deny it!

I have nothing but respect for the NHS and the work they put in but I've seemingly been banned from registering for missing a call that was made to me at a different time (without any prior warning they could do this). Comical.

Jean B.

I joined this practice after 65 years in another.
I have to say staff helpful they get back to you.
Haven't had the need to see a Dr yet,bug have seen the nurse snd again couldn't fault it amazing service polite at reception 👏