West Quay Medical Practice - Hartlepool

Caleb D. (.

Useless bunch of idiots honestly, Everytime I have to make an appointment with their group I am FORCED to wake up at 8:30am just to be told "sorry can't take your call" and hung up on. I work nights, I do not wake up on a morning unless necessary and now my time is being wasted because you waste of biomass can't organise your own patients

D D.

Since the previous practice manager Jane left, this practice has been declining steadily and noticeably. From the service provided by the newer GPs, to the constant failings and regression of the online services, to offer less than they did five or six years ago, everything is worse.

Now that Dr Trory has retired and Dr Koh has stepped down as a partner, the service has completely nose dived.

I'm writing this whilst I've been 'first in line' for 40 minutes and 45 seconds now, at 4:07pm on a Tuesday.

It's ridiculously difficult to get a doctors appointment. You cannot book online (despite them spamming adverts on the screens about how great their website is for managing appointments online etc., you can't cancel appointments either - if you can get one! Appointments booked via the phone don't even show up in your future appointments list).

The GPs and admin staff frequently violate GDPR by failing to include important information that is discussed in consultations or over the phone with them. They record incorrect information on your personal medical records, they do not inform you of test results but mark them as 'patient informed' and they mark things as 'no further action' that absolutely do require further action.

Example: told I couldn't have an appointment and had to submit an e-consult. Was told I'd get a call from the doctor on Monday afternoon. Instead they booked me in for a short notice appointment that I didn't know about, because I'm unwell with issues they're not helping me with and slept through the text, I missed the appointment.

They issued a 'Did Not Attend' warning letter for an appointment I was first told I couldn't have, didn't know about and didn't agree to. Refused to remove the DND even though it's their fault. Called that afternoon and was told I needed a wound swab, hence the appointment. I said I'd call back. When I called back I was told I couldn't book an appointment with a nurse for a wound swab because there were no notes on my record to say that I needed a wound swab. So why did I have an appointment and a DND if there's no notes to say I needed to come in at all?!

I've had this infected cut on my chin for nearly a month. Do I need to get sepsis and die before it's taken seriously?

The GPs make so many mistakes that basic things are drawn out for months.

I was given an expired urine sample container by the GP and the lab rejected the sample as 'compromised' due to the tube being past its expiration date. The doctor then marked this as 'no further action' and 'patient informed' without consulting me and I was and still am symptomatic. In the end I had to call the sexual health clinic and ask if they do urine cultures, which they do. That came back this week as 'no growth,' so no urinary tract infection, but I'm still having issues and it's been nearly four months since I went to the GP initially.

When I last spoke to the GP we discussed the urinary tract problem, an ultrasound of the area, and my thyroid. In his notes he made absolutely no reference to the urinary tract problem, to requesting the ultrasound be expedited and he was waffling on about my anxiety meds and one of them already having a recent dose adjustment. We never discussed anxiety and that medication hasn't been changed in the slightest for 5 years and 8 months.

I'm going to report it all to the Information Commissioners Office, because they're leaving inaccurate, incomplete or outright misleading notes on my records.

I had to ask a GP THREE times to add an inhaler to my repeat prescription list for asthma. First two times two different doctors did one off prescriptions and didn't add it to my repeat prescriptions - the whole point of the requests - so now I have three inhalers.

Had major issues with the current practice manager. Don't have any faith in their ability to be impartial and it's a conflict of interests to investigate complaints about themselves. I'm complaining to the North East and North Cumbria Integrated Care Board, the Care Quality Commission and the Information Commissioners Office.

Alice C.

Been with this practice all my life.
Dr Koh has watched me grow up and when my mum had major heart surgery, he seen me outside the practice and as her GP too, he took his time out of his day to ask about my mum and my mam was a character.
The nurses that have been there for many years also remember her too.

Stephanie H.

I wanted to give a review to mention that Dr Figuieredo was absolutely wonderful in my appointment today. She was professional and kind. She listened to my concerns and suspicion regarding my ailments and we discussed the medication I'm currently taking and what isn't working for me. She took me seriously and checked me over and gave me helpful recommendations and made me feel at ease.

I would rate her 5 stars easily; the only reason I'm leaving a 4 star review is because I have had a negative experience with a different practitioner who made me cry in the appointment by being rude and ignoring what I was trying to tell him. The funny thing was that he told me he often had that reaction from people. I don't know if that made me feel better or worse.

Mike W.

OK, 10 years ago I had a stroke which limits my ability to read. This is a really troubling issue for me and limits the things I am capable of. Despite my (to me a) disability, my previous GP (Bankhouse Surgery) insisted that whenever I needed to contact them I needed to put it in writing.

Because of this I decided to move doctors. My first contact was with Gladstone House Surgery. I explained my situation to the receptionist who stated "We can't help you with that - you'll have to bring someone with you".

My second contact was with Koh & Trory Surgery. The young lady on reception could not have been more helpful. She helped me complete the application and them at my introduction appointment again helped me complete more forms. The Nurse I say really could not have been more helpful. All I can say is thank you for helping a old guy feeling so isolated from this world realise there are people who care.

I haven't seen a GP yet, but from the attitude of the lady on reception - you deserve a pay rise...

Rachael A.

Without a shadow of a doubt the best GP practice in the North East, brilliant GPs always willing to listen, flexible with appointments, excellent services from asthma nurse, great receptionists, cannot fault the practice in anyway. A big 5 stars! ❤️

John C.

I have been with this surgery for many years and they are excellent. I would like to praise Dr Potey for his care and communication. He explained everything to me about my condition. Well done and a big Thank You from me.

Paula M.

Dr Trory is an absolutely excellent GP and recently I’ve also seen Dr Elaine Figueiredo who has been most helpful