Bankhouse Surgery - Hartlepool

Becky N.

Someone seriously needs to change this surgeries process’ and procedures.

Don’t get me wrong on the face of it their receptionists are absolutely useless but I can only imagine this is down to their poor script and signposting.

I’m all for automation and introduction of AI but when it actually streamlines a process and speeds up a service, but when you’re signposting someone to something else that doesn’t work and is ineffective all that does is create an extra problem and another phone call!

I could talk about the over prescription mistakes this practice has made, but what would that do?

This practices foundations processes and procedures are broke and need looking into from the bottom to the top. Then deal with all the fluffy stuff (bells and whistles)

I will say one thing.. there is a gentlemen with dark hair and glasses (reception) that is phenomenal and very resourceful.

Dr Kipling is also the most thorough and empathetic doctor I have ever had the pleasure of meeting the practice is VERY lucky to have these two.

Zoe C.

3/3/2025 14:00
Attitude of the receptionist is appalling!! Speaks in a patronising tone and extremely unhelpful.
Didn’t take my word for anything, the district nurse then had to ring and say the same thing as me in order to get somewhere.
It’s a real shame the receptionist in this surgery is giving them a really bad name.

Ian T.

I moved to Hartlepool 7 months ago. I am 68yrs old, knew about half a dozen people here. Obviously worried about which surgery to choose. I chose this one for it's easy access.
Everyone I've been involved with has been amazing. They sorted moving doctors, records, repeat medication, arrange regular check ups etc.etc. I can't fault one single member of staff I've spoken to. For me it's what a doctors surgery should be like. Thank you all for your help and support. 👍🫡👏👏

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Dee C.

Was seen today by Scott in Chadwick practice.
I was a little doubtful seeing a paramedic / physio instead of a doctor but all i can say is Scott was absolutely perfect, i didn't feel rushed at all and he listened to me properly with eye contact ! and gave me good advice to help with my pain.
Better than any GP I've been literally seen in years.
5🌟

Adam L.

Refused to give me an appointment for my back or a fit note and told me to use their econsultant. They had the econsultant turned off within half an hour of my call, if they even had it on in the first place. When I phoned back to query, the receptionist had a snotty attitude and refused to help, telling me to just "try again tomorrow" where no doubt the exact same thing would happen.

Michael C.

I phoned in the afternoon for an appointment, the receptionist was very polite on the phone when questioning what symptoms I had, they returned my call and asked me to go in an hour later. The receptionists and Dr Kirsten were again very polite in person. I felt listened to by the doctor who gave me a thorough exam and a prescription, I can't fault their customer service.

GeekChic 3.

Have sent out 2 letters for for a smear which wasn't due for another year, and a blood test which the nurse couldn't find a reason for me having. So wasted petrol and parking fees for nothing. Also took my inhalers off repeat for no reason and took them 3 months to sort it, despite me having a med review and asthma review! Said the practice pharmacist had to review them?! I have chronic asthma it's not as if I can get by without them!!!

Alexandra H.

Doctors do not listen, no help offered. Told I would get diagnosed with nothing as most of patients do and that it’s likely “neurological”

Didn’t take into account the silicone from the burst pip implants I have running through my body and that I’ve been told if it gets in my lymph nodes to contact doctors urgently for checking - this was ignored

Appointment made to take bloods, turned up and they didn’t know what bloods to take so couldn’t take them, they then emailed me to say there had been an admin error and to come back again next day to get bloods taken, I arrived the next day to be told there was nothing on the system about having my bloods taken and again they where unsure of what bloods to take.

I was also referred about my arm pain, in severe agony and cannot move my arm at all, was told I would be referred to muscular skeletal, I rang them today to find out that the doctor had just requested a telephone call with muscular skeletal and it was down as non urgent and just routine. Hospital told me it’s the surgeries fault and they needed to send an expedited request if I truly can’t move my arm as I say.

It seems that no one at the surgery actually knows what they are doing. Will send a complaint to local mp and NHS. Quite one of them members of staff “you have to be a detective to work here”