Friends and Family Feedback November 2022

Thank you to all of our patients who provided feedback via the website, check in kiosk and text message this month.

Below is a breakdown of the scores we received throughout November 2022 and comments provided by patients.

We apologise for the issue around blood tests. There is currently a shortage of the equipment used to take blood samples so the equipment available has been directed to local phlebotomy services. Practices have unfortunately been asked to direct patients needing bloods to these services until supply issues are resolved. We are in the process of setting up a clinic in our treatment room for local phlebotomy services and hopefully soon our practice nursing team will be able to provide usual annual screening bloods here at the surgery.

Very Good 176 responses

Good 22 responses

Neither Good nor Bad 8 responses

Poor 7 responses

Very poor 2 responses

Don’t Know 0 responses


Receptionist very friendly and helpful, doctor thorough and friendly. Just wish there wasn’t such a fast doctor turnover at the practice.

Very professional service and was spoken too with understanding and sympathy

Lovely caring staff


Nurse was lovely and listened to what the problem was and gave ****** a good check

Appointment bang on time again

I was made to feel very comfortable before and after my appointment, I was also given plenty of information about my screening

Reception staff helpful and listening. Dr was listening knowledgeable and polite with a good solution to my illness.

would have been Very Good, but nurse was not able to do the blood tests and so I am going to have to arrange a new appointment with the phlebotomy clinic

I was seen on time and my concerns were addressed with insight, kindness and professionalism. Dr Lawlor is a good listener who also asks the right questions.

Still waiting for phone appointment which was for two hours ago. Heard nothing yet.

Was quick efficient and friendly felt comfortable

Friendly and patiently explained my health problem. I feel confident there will be the follow up as promised. Thank you

I was on time and didn’t wait long and the nurse was OK and asked plenty of questions to check everything was OK and I was happy with everything

Came in for flu jabs. Straight in, straight out. A breeze!

Nice kind staff, well informed. Made my daughter feel at ease

The nurse was friendly and listened to any questions that I had

I was seen promptly and all of my concerns were addressed, with clear advice given on next steps. The Doctor listened and put me at ease.

I also received care and advice on my excema, after your Doctor noticed this, which was much appreciated.

Informative and interesting

Friendly approach

Michelle was lovely. Wish I had seen her the first time regarding HRT she was more knowledgeable than the Doctor

The nurse was very help full and so was the recipient yesterday iv had no problems with anyone all where good

Doctor O’Donnell listened to my issues intently and prescribed accordingly

Baby had a rash and doctor did not ask for babies clothes to be removed to fully check it simply looked at the top of his chest and said it was a viral rash. Do not

feel that the doctor completed a thorough check.

The nurse I seen made me very comfortable and welcome

Because asual everyone was helpful and pleasant . Doctor and nurse helpful and polite . Wonderful surgery

Hassle free

I didn?t get a call.

Appointment was on time, very nice gp

The appointment was on time the doctor was efficient with her examination 10/10

Good service

Hi my visit to my local doctors was quick efficient and professional

Very relaxed and professional

Super efficient, information shared re side effects and what to do.

Two very nice nurses.

Arrived early, seen early.

Nurse very pleasant.

Nurses were very attentive and explained everything,

At my Annual Review the nurses were very kind and understanding.

Helpful and reassuring. Running quite far behind though.

Had thorough examination on my complaint and made to feel relaxed.

I was in and out of the surgery wth in 5 min great

Appointment on time, pleasant and efficient staff. Just disappointed I couldn’t have my blood taken there. Means another trip out to a different location.

The person I saw made it very clear to understand what I was told and very helpful

The Dr Anna Hazell Was absolutely brilliant.she really listened Thank you

The nurse seen is not very knowledgeable about asthma she is vague in responses. When asked if we can discuss coming off montelucast med

we were told to speak to our specialist. It was the practice dr who prescribed it. I prefer to speak with Donna

Made me feel at ease, explained everything in simple terms and was caring and understanding.

We always find Dr Lawler helpful. He always listens and always explains things so you understand them and always gives you options.

He always makes you feel like he has time to listen even while on a short time scale.

Nurse was lovely very thorough

Dr Menon immediately made me feel at ease, which really helped me, to give him, the information he needed to come up with a diagnosis. Thank you.

My health problem was diagnosed quickly and professionally.

All information was made very clear to me.

Highly impressed by Nurse/Practitioner very thorough and informative.

Doctors make errors on phone appointments calling the wrong number then they won?t help, medication is chang d to dangerous amount with out

warning and takes too long for appointments

They answered and had an appointment within 2 hours

Very pleased with the service I received.

Service given was first class from the receptionist to the nurse , it was very good and professional .

Appointment bang on time and treatment second to none. Excellent xx

Nurse was very professional & offered advice & medication to deal with the problem. (hopefully)

Appointment on time.lovely doctor who wasn?t in a rush to get me out. So nice. 

Checkup and talking was nice and clear

Very caring very informative very reassuring

Doctor Hazell was so understanding and supportive. Very thorough and followed up the appointment with a personal text message. Outstanding

Excellent consultation with Dr Hazel. She listened to my issues and understood my concerns.

Good support from receptionist too.

Thank you Dr Hazell

Nurse listened and explained clearly

I got a same day appointment which was on time and dealt with medical issue

Nurse was lovely and took care of my problem 

Nurse practitioner was very thorough and clear Mon what she was doing and diagnosis.

Good service off gp, only problem was actually making appt had to ring up at 8.30 had to wait 12 people in que as no pre bookable appts left mentioned

this to gp she booked my next appt herself for me.

He listened to my concerns and answered my questions

I felt I was listened to and they talked to my son to stop him being so upset while they checked him over

Very short waiting time, advanced practitioner was very helpful and gave great advice

Appointment on time.

Got the information I needed off the doctor who was friendly and easy to talk to about my problems also reception staff very nice and friendly.

Dr Horner is a credit to our practice. If only we could keep her. She?s an amazing doctor that is caring compassionate and has great communication.

She?s very well spoken and treats not only her patients with respect but there family too. Thank you

No problem!

I felt the GP made me feel welcomed and comfortable, and listened and fully supported me .

I don’t normally do writen praise, I can only say since I joined this practice I have never had any issues apart from great service.  Thank you

All was sorted.

Dr understood my problem and acted accordingly

Seen before appointment time. Received good information and advice from the GP.

No hiccups .

Appointment was on time.

Saw Dr. Hazell very nice.

My concerns were addressed and good advice given by Dr Lawler.

Seen asap and received treatment

Doctor was attentive supportive and my whole experience was very informative

On time and the doctor was very helpful

The Dr was very pleasant and helpful .

Doctor was responsive quickly and efficiently to my needs

GP let me explain my symptoms and medical background fully without feeling rushed and considered options carefully.

Was on time and explained everything she was doing .and very pleasant.

Appointment was easy to book, although a long telephone queue, with the appointment being taken on time.

Very happy with help and support i was given Michelle explained everything in understanding terms

Quick, efficient and professional

Dr listened and understood and helped me with my issues

GP was very empathetic

Felt listened to and all questions and concerns dealt with

Very professional reassuring very helpful

Appt with Nurse Prac but really needed to see a Doctor as i feel it may be due to my diabetic meds. After appt tried to make a pre bookable appt to discuss meds

with GP but told none available till December!!! Very disappointing. Not happy.

I left feeling I may have some answers to my present medical concerns.Guidance given was good.

Lovely nurse

Well, I cancelled the appointment, as my symptoms had diminished (thankfully) in the two weeks since I made the appointment.

Doctors assessment was fine but I did have issue making appointment (tried earlier in week) but receptionist I felt was abrupt and not particularly courteous.

Treatment very professional and friendly.

You didn?t even contact me for my appointment. I rang to say I hadn?t been called and the receptionist said they would either get the dr to ring me and if they

couldn?t would ring me back to let me know

Prompt attention and being sent for further tests. Felt doctor is trying to find reason I?m not well

seen on time & checked out thoroughly.

Appointment was on time and saw expected Doctor

Didn?t have to wait too long to see GP.

I got an appointment to see the doctor on the same day , and got medication.

Dr Horner was very thorough and made me feel at ease.

She has a lovely manner and extremely professional.

Got appointment same day and GP was thorough, friendly and have good advice.

Dr was very nice and welcoming.

Good advice

Doctor did not listen when i was trying to tell her how ill i have been

The appointment was early and the doctor was excellent.

Appointment was on time. Friendly, patient and efficient staff.

I got in for app before my time and the dr I saw listened to what I had to say and came up with things to try to try and get me better.

Appointment on time. Nurse was very helpful and professional.

Appointment on time, nurse was very knowledgeable and I was clearly informed.

I am always impressed with Colliery Court, staff and doctor are very good

Very nice Doctor, helpful and caring

No problems saw nurse and was happy with service

Received an appointment to see the doctor on the morning of my enquiry.

The doctor was pleasant, helpful and patient in dealing with my problem.

Friendly staff, prompt attention.

On time

Lovely doctor

No waiting for the appointment and a nurse Lauren was both pleasant and courteous

Reception very pleasant doctor very helpful and easy to talk to

Quick . polite .

Very pleasant nurse, who greeted both me and my granddaughter and was very pleasant during my consultation 

Friendly efficient and everything well explained

The nurse was on time, very friendly and informative

I went there for a yearly check up and I had a blood pressure check and a couple of questions about my life style, this could have been done over the phone.

Doctor listened carefully. Understood condition. Examined me. Asked if I was satisfied with recommendation

Nurse didn’t seem all that clued up, left the appointment none the wiser with the promise of steroids, with no mention of physio or similar

No issues.

Dr Lawler listens. He made some suggestions and gave me time to think. (Also, I didn?t have to wait too long.)

Good doctor

Because the service was very good

Lovely doctor

On time, thorough check up from Lauren.

it could not do the refer I wanted back to warfrin from the new tab apixaban

Was well informed about my problem

Very pleasant and helpful staff and practice nurses.

The nurse I saw was excellent.

On time, two very pleasant nurses.

I would of given the service very good apart from the fact I had to wait on hold for half an hour before speaking to the receptionist who was very friendly and helpful.

All questions answered and explained and sorted out

Very pleasant and efficient


The doctor was very thorough and very helpful

Everything OK. Nothing to complain about. Thank you.

Dr was very good

I had student doctors and they listened really well and took me seriously.

Very helpful staff friendly manner doctor explained everything about my condition and has taken me forward to the next step by having blood tests thankyou

Dr lawyer great wot i expect of a Doctor 

I feel like I wasted my time nothing really explained and to be told if my symptoms persist I will need to see a doctor so what was the point in seeing the nurse

Lovely attentive doctor

I have hearing problems first visit ok today not so clear

I did not have to wait long to be seen and the nurse was lovely.

Everyone was very helpful.

Very helpful

No waiting.

I felt listened to.

The doctor went out of his way to chase up some results.

Very professional and helpful appointment.

I have the utmost confidence in Louise, who has dressed my wound for weeks now.

Attentive and friendly receptionist. Caring and friendly nurse. A nice experience

Staff very friendly and helpful

Good service but don?t agree with telephone appointments

The nurse practitioner was friendly, engaging, efficient and totally professional.

I feel like nothing was missed during the visit and I?m more confident than ever in the surgery?s patient care

Nurses were lov

Wanted a Drs appointment. Was given an appointment to see a nurse practitioner instead, which resulted in me getting a Drs appointment, daft extra step really.

All the staff were very helpful and professional.

Friendly telephone receptionist. Saw appropriate practitioner. On time.

On the day of the appointment everything was fine and thank you.As far as getting an appointment it took far too long getting through on the phone.The day

before I called at reception and told no appointments until mid December not very good.

The nurses were very good they put me at ease thank you

Doctor checked all possibilities of condition and I had an immediate ecg and a referral made to another clinic

Was fair.

I?m a new patient to the surgery and was delighted.

Appt was on time.

Receptionist helpful and friendly.

GP was thorough and decisive.

A vast improvement to my previous surgery

Very happy.

Quick appt, lovely students, reassuring follow up with Dr.

On time and the doctor was very good,got what I needed from him.

The doctor has a really nice manner and explained things clearly (dr Horner) and reception was friendly and happily got my hat that i left in consulting room.

Effective and positive action from doctors

Very helpful, and informatife

Got on time for my appointment on time and didn’t feel rushed by the doctor.

Did not achieve what I came for

No problems. Everyone very pleasant

Dr. Very thorough and listened to me. Explained my treatment and was very helpful. Appointment was on time.

Appointment was on time and nurse was very efficient, answered my questions and I was very pleased with my visit.

Very nice and polite doctor. Talked me through everything in a simple way and involved me in everything.

Very pleasant doctor – easy to talk to .

Apologies for late appt – which wasn?t very late .

Was a positive consultation to sort out my problem at present.

On time good

The nurse was very professional and caring, thank you

On time, quick,

Because they are all polite & helpful Thank You xx

Friendly and professional

Dr Horner was very helpful

Would have been very good but now having to travel out of Boldon to have a blood test is a bit inconvenient more cost more time when this was was

 done in house it was much better .

The nurse was good, however, it is frustrating that I now need to take time off work again to have bloods taken at a different venue. These would usually

be done at the same appointment. It will also involve me traveling as there isn?t one in Boldon

Very good service

I got seen the same day with my son and he got the medication he needed.

Dr was really rude, arrogant and didn’t let me speak. Teach your Doctors the meaning of empathy.