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Poor reception stuff

Story from nhs.uk

"Poor reception stuff"

About: West Rainton Surgery

I rang up at roughly 3.30pm on 6.5.25 for my 2year old son. The receptionist that answered the phone ask if it was urgent for today which I answered yes, to then be told we have no appointment and referred me to use 111. She didn't ask how old my child was or what the problem was. I rang 111 where I was given an appointment at urgent care for my son to be diagnosed with yet another skin infection which he needed antibiotics for. This is not the first time this has happened.

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Responses

Response from West Rainton Surgery 3 weeks ago
West Rainton Surgery

Submitted on 08/05/2025 at 10:55
Published on nhs.uk at 10:55

Dear Claire,

Thank you for taking the time to leave us a review.

I am sorry you have had a negative experience at our practice.

Each day we have a limited number of urgent appointments, as they are limited we always advise calling the practice in the morning. Once the appointments have been taken, we direct patients to contact 111. This is a policy across many GP Practices.

However, as your son is under 5 i would have expected this to have been dealt with differently by our reception team.

I have listened to the call recording from your call yesterday and have spoken to the receptionist who took your call. We have also sent a memo around our team to remind them of our policy.

If you have any problems in the future, please feel free to contact me directly at the practice and i will be more than happy to help with any queries you may have.

Best Wishes,

Samantha McErlane

Practice Manager

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