Station View Medical Centre - Bishop Auckland

Richard Craggs

Waiting in a queue for an appointment to be told to call at 8am!?
You cant book in advance, you cant get one on the day, you cant seem to get into this place at all so how can they be so busy!?
From what it was, this has severly dropped in all aspects and was once an amazing practice. Doctors are good but the operational side is appalling

Anthony Hatton

If you need to make an appointment forget about it it will be quicker sending a carrier pigeon

doug ratcliffe

The doctors and nurses are great but the 45 minute wait in the call queue is absolutely appalling. Tried a few time and then gave up. To move only 7 places in that time shockingly, what are the other callers talking about that’s taking up so much time on the appointments number?

Kirsten Dinsdale

I have been trying to contact the surgery for over one and a half hours - started ringing at 1:30pm eventually answered ( but only via machine ) at 3pm. The number was constantly engaged- apparently they were very busy, I made 19 calls and it would appear that everyone of those calls coincided with other calls- how unlucky am I ?
I then waited 11 minutes for a human to answer only to be told she couldn’t see any results! She did look again and although they had received the results in 16th June the doctor hadn’t looked at them yet!!! I was told that she would email the doctor and if o didn’t hear anything assume everything was ok!! Really- I was told that before and then found out when calling about something else that everything wasn’t ok ? Obviously being rude to the receptionist is not appropriate but I do really think the practice needs to up its game and if they are genuinely so busy maybe install another phone oh and maybe face to face appointments could begin again!!

Justin

Avoid.

It’s quite shocking how poorly managed Station View is.

I can’t possibly list all the issues I’ve had here as I’d go over the character limit, so I’ll mention the most recent.

Having suffered with pain for years (finally diagnosed by a doctor outside of the practice), my Station View Medical Centre doctor told me to spend some time on Google to figure out what it might be, and to let him know so he can prescribe something appropriate or arrange further tests. I’m not sure if this is considered standard – but surely, it’s the job of the doctor to think about what could be causing my pain, not me, at home, on my laptop on an evening. Don’t most Doctors tell you to avoid Google and “self-diagnosis”?

Next, I receive a letter asking me to attend an appointment at the practice. I turn up on time, go to reception and I provide my name. I’m then told to take a seat in the waiting area. Over half an hour goes by, during which time I’ve seen an entirely new set of patients come and go. I then ask a member of the team who was passing, if they knew how long it would be and they replied that they had never heard of the doctor I was waiting to see. So, I go back to the reception desk, they say, “oh that is very strange!” and I’m left in an awkward silence for 30 seconds or so while the receptionist confirms “I’m not really sure what to do!”. I ended up leaving asking them to pass a message onto the mysterious doctor telling them I turned up for my appointment, but she wasn’t there. I’ve since had another appointment letter for next week, same doctor, same place, let’s see if they appear!

Not long ago, the practice sent me a text message asking me to attend a blood test. I called up to ask why they needed to take my bloods (appeared odd given I wasn’t expecting anything), and the response was “No idea. We don’t know the doctor who has requested them, there are no notes.”

I called today to get a prescription. I waited 1 hour and 35 minutes before getting through to a member of the team. They then took my information, found me on the system and asked me what medication I needed. I confirmed the name, and they asked me what dosage. Surely this is something a doctor decides, and at the very least, is something on my record. Should the patient be asked this question? I'm still waiting to hear about my prescription.

So finally, I’ve had enough and ask to log a complaint – the issues above are the tip of the iceberg.

I’m met on the call with the practice manager who informs me (and I quote!) “If you want better service, go private”. I explained that I was simply providing feedback and that I had been a patient there since I was very young, which was met with “if you’re expecting service levels the same as when you were born, that won’t happen”.

I was then told that the 1 hour and 35-minute wait was because they were on lunch and had only one staff member manning the lines – that’s fine, but when I suggested they improve the message on hold to include their lunch hours to manage expectations I was essentially ignored. She then rather joyfully said “ok thank you” as if to end the call, at which point, I put the phone down. Hitting your head against a brick wall comes to mind – completely unprofessional and beyond rude. The practice manager seemed keen to impress the team stood behind her while on the phone, making bold statements that stretched beyond what I was saying – there was no de-escalation, almost enjoyment out of having to deal with a complaint over poor service.

I cannot fathom how the management at Station View feel they are doing a good job.

I support and appreciate the NHS – but I honestly believe Station View are going to end up making a mistake with a patient – they just don’t appear to have organisation and I certainly can’t see any care in their work.

Shocking.

Embracing Care

stationView as a practice are exceptional they are easy to access for the needs of my service user's. They respond promptly and always deliver the highest standard of care. The practice manager will go above and beyond for my service user's and their need's. If all surgeries could follow the lead of station view when delivering care to clinets with Learning disabilities and mental health we would all be able to ensure all clients needs are being met correctly at al times.

Alma Andrew

I was on the phone 55 min one day another day 35 min then the phone went off now i go to surgery to get prescription filled ,i don't blame the staff and nurses it's management that is the problem

Alan Richardson

On hold for Forever in a que not going down at all... No.3 in the call queue for 45 minutes- absolutely impossible

Totally ignoring the phone line ?

Loads of other reviews with exactly the same!