Gladstone House Surgery - Hartlepool

Phoeneon

Been trying to get a medication review since July. Was booked in over a month later, no one bothers to call. Was rearranged for September, they called 3 times in a short space of time when I was in a meeting. Was told by the receptionist it was my fault for being at work and I should have booked it off. A. Can’t keep taking time off work since they couldn’t be bothered to ring me in August. B. I work in a call centre myself, it’s logical to spread our attempts for call backs so you have a better chance of the person being available. Next review is now back end of October. I’ve had to pay for a private emergency prescription since the GP didn’t bother sending an emergency prescription to my normal pharmacy.
I’ve had this condition for nearly 15 years. All other parts of my treatment for it, I’ve had to work overtime to fund it privately since joining this surgery because I’m just being fobbed off. I now purely rely on this surgery for this one medication I need and I can’t even seem to obtain that.
I genuinely believe it would be easier for me to obtain illegal drugs at this point. A route I won’t go down, but the point stands.
Never mind the countless breaks and lunchtimes that il never get back being on hold as “first,” in the queue…

Alice L.

Unfortunately couldn't put 0stars!!!! This doctors surgery is absolutely useless leaving my poor very unwell mother to suffer always engaged when she calls then when she goes there to get a appointment they expect her to just talk to a paramedic and not a doctor .. also when she has gone into the doctors the receptionists are never on the phones and the phones are never ringing so they have obviously black listed my mums phone number as when I call them on my phone it actually rings through ... ABSOLUTELY DISGRACEFUL!!!! So glad I am not a patient at this surgery my mum deserves so much better

Rachel W.

Update: I used to really like this practice, though I've never seen anyone in person. I moved to Hartlepool start of 2021 and got my mental health prescriptions with telephone discussions. Then it just got too difficult... I gave up trying to get an appt in 2022 and just stopped the meds. I am now needing to see a GP and rang 8:30 but phone line clicked off, rang again, nothing. Rang 9:30 to hear the message that no more appts available. Now 10am, I have been no.1 in queue since getting through, 20 minutes ago. I assume I'll never get through. I will simply change practices as 2 years on, and in need of help, I can't take this any more.

Joined this practice April 2021 after moving to the area. Despite the pandemic restrictions and increased workload, they have repeatedly bent over backwards to help. I made a couple of mistakes, needing last minute prescriptions etc and they did everything they possibly could. Always professional, helpful and very friendly.

TAS 1.

Impossible to get an appointment even a prebookable one.

You can hear the receptionists embarrassment over the phone as she explains there's no appointments left for the day and no prebookable ones have been released even though they were the ones who phoned me and said I needed a face to face appointment to discuss my test results!!

The waiting room is like a ghost town, the only thing missing the tumbleweed.

I have escalated my complaints to the relevant authorities to investigate this practice.

My advice is don't register with them and if you do I found it easy to move to another GP Surgery in town, let your feet do the talking.

emma D.

Rude reception, tell you, you need an appointment to have your repeat prescription, give you an appointment for 4 weeks in advance then cancel it, then offer you the same appointment when you phone back, your appointment date comes and your asked what can I help you with, oh your prescription was sent to your pharmacy 4 weeks ago, but nobody tells you. Waste of everybody’s time,
You have to be nice to them but they so rude to you. Terrible service

Jimbo S.

Can't get past the automated answering service. Cuts me off without a chance to speak to anyone. Drove down to make an appointment and all the staff appeared to be on a lengthy coffee break!

Maureen P.

Struggle to get through on the phone then no appointments now or in the future. Wait for ages for attention at the reception and feel like some of the receptionists just don't listen. No email and didn't reply to or even acknowledge my letter of complaint.

Jill B.

I submitted an E-consult on Monday which was easy and straight forward to complete. Within a couple of hours a GP rang me to discuss it and made an appointment to go and see him face to face on Thursday. I got there for my appointment time but wasn’t seen for another 45 minutes. However, the GP was excellent and probably the best GP I’ve seen in a long time.