For more information please click the link below here.
We welcome your feedback and input into helping us improve our services. If you need to discuss any aspect of you care or the services we provide please contact the surgery.
If you do leave feedback via our website or NHS Choices, please leave your details so we can contact you and address any concerns that you may have.
Practice Complaints Procedure
What to do if you feel dissatisfied with the service you have received.
If you wish to comment on or complain about the service you have received your first point of contact may be one of our receptionists who are here to help you.
If the matter can not be resolved at reception, your complaint should be made in writing addressed to the Complaints Manager - Catriona Uren
When calling the surgery to arrange hospital transport please call between 1-4pm
Non-emergency hospital visits
If you're going to hospital for non-emergency tests or treatment, you'll normally be expected to make your own way there.
Try to get a friend or relative to take you to hospital and collect you after you've been discharged. Hospital parking may be expensive or limited, and you may not be able to leave your car there overnight.
Non-emergency patient transport services
Some people are eligible for non-emergency patient transport services (PTS). These services provide free transport to and from hospital for people who have a medical need for it.
Your GP or the healthcare professional who referred you to hospital can discuss with you whether you have a medical need for transport.
Patient transport services may not be available in all areas.
Refunds of hospital transport costs
You may be able to claim a refund for the cost of transport to hospital or other NHS premises through the Healthcare Travel Costs Scheme (HTCS) if you:
- are not eligible for PTS
- cannot meet the cost of travelling to hospital
- cannot get a friend or relative to take you
There are conditions you must meet to be eligible for a refund under this scheme. For more information, see Healthcare Travel Costs Scheme (HTCS).
Link2 is a pre-bookable bus service for people making journeys (up to five miles) where there is no other suitable bus, for example in rural areas where bus services may be limited. You can book up to 14 days ahead or at least one hour before you want to travel. However bookings are made on a first come, first served basis so it's best to book as early as possible.
Who is the Link2 service for?
It can be booked by anyone as long as the journey fits one of the following criteria:
- there isn't a bus stop nearby (within 600 metres/about ten minutes walk)
- there isn't a bus within one hour of when you want to travel
- the journey would require a change of bus
Click here for more information
Or call them on 03000 269 999
The British Red Cross offers transport support for medical appointments and essential daily needs. We can help you regain your independence and give you a valuable lifeline to the things and the people that matter.
How do we help people?
We can offer you a driver with a vehicle providing door-to-door support. Besides transport, we can also provide an escort who, if necessary, will stay with you throughout your journey. The service aims to:
- improve your independence
- offer a trained volunteer escort, if required
- enable you to keep appointments safely and efficiently
- provide freedom of travel for people with mobility problems.
We normally ask for a contribution to our costs, based on mileage used, but no-one will be refused a service because they cannot pay.
For further information please click here.
For more information regarding the Patient Transport Service,
please click here
Hospital Contact Numbers
University Hospital North Durham Main switchboard
For the Well woman clinic at Shotley Bridge please call the central office on 0191 3826881