GP surgery in Shiney Row and Penshaw
Westbourne Medical Group
Kelso Grove, Shiney Row, Houghton Le Spring, DH4 4RW
Scores 83 out of 100, excellent for a GP surgery in England. 85% of patients say their experience is good and 81% find it easy to get through on the phone (England: 77% and 57%). Inspectors rated it Outstanding in 2016. It is taking on new patients.
How the score breaks down
Each line is a score out of 100. The England average is 50 and higher is better. How it works
Getting an appointment 86
- Easy to get through on the phone84
- Easy to contact online20
- Good experience of getting in touch87
- Did not wait too long for the appointment89
Quality of care 73
- Patients rate the surgery as good70
- Patients got what they needed28
- Doctors and nurses listen48
- Patients trust the staff33
- Inspection rating (Outstanding)98
- Health checks and screening done87
- Meets NHS clinical targets75
- Children vaccinated on time71
What patients say
106 patients answered the 2026 NHS survey about this surgery.
81%
find the phone easy
well above the England average (57%)
85%
say their experience is good
well above the England average (77%)
-6
change since last year
2025: 91% · 2026: 85%
Getting in touch
The appointment
All survey questions, compared with England
| What patients said | This surgery | England | Last year |
|---|---|---|---|
| Getting in touch | |||
| Easy to get through by phone | 81% | 57% | 84% |
| Easy to contact via website | 44% | 58% | 57% |
| Easy to contact via NHS App | 59% | 54% | 77% |
| Reception staff helpful | 93% | 85% | 99% |
| Seeing the same person | |||
| Has a preferred clinician | 31% | 31% | 38% |
| Sees preferred clinician | 42% | 42% | 52% |
| What happened when they got in touch | |||
| Knew what would happen next | 88% | 84% | 88% |
| Next steps within 2 days | 96% | 93% | 92% |
| Good experience of contacting | 88% | 73% | 90% |
| The appointment | |||
| Offered a choice of time or day | 64% | 57% | 69% |
| Waiting time was about right | 87% | 69% | 84% |
| Remote appointment | 9% | 26% | 15% |
| The doctor or nurse | |||
| Good at listening | 88% | 87% | 95% |
| Treated with care and concern | 88% | 86% | 90% |
| Considered mental wellbeing | 74% | 75% | 86% |
| Had all the information needed | 90% | 92% | 94% |
| Confidence and trust | 91% | 93% | 95% |
| Involved in decisions | 96% | 92% | 96% |
| Needs were met | 88% | 90% | 94% |
| Overall | |||
| Overall experience good | 85% | 77% | 91% |
| Living with a long-term condition | |||
| Confident managing conditions | 83% | 79% | 74% |
| Supported by local services | 71% | 70% | 70% |
| Discussed managing condition | 57% | 43% | 56% |
| Agreed a care plan | 27% | 46% | 48% |
Green means at least 2 points better than England, red at least 2 points worse. With about 106 replies, a gap of a few points may just be chance.
What patients tell us
From people who use this surgery. Official data cannot tell you these things.
Tell us about this surgery
10 quick questions, one tap each, no sign-up. Your answers help the next person choosing a GP.
1 of 10Last time you needed a routine appointment, how long did you wait?
2 of 10When you last phoned, how long did it take to get through?
3 of 10How did you book your last appointment?
4 of 10Can you usually see the same GP?
5 of 10Was your last appointment on time?
6 of 10Are the reception staff helpful?
7 of 10Did the doctor or nurse listen to you?
8 of 10How easy is it to get a repeat prescription?
9 of 10Is parking easy?
10 of 10Would you recommend this surgery?
Thank you. Your answers are counted.
Reviews
No reviews yet. If you use this surgery, say what it is like.
Write a review
Opening times and contact
| Monday | 8am to 6pm |
| Tuesday | 8am to 6pm |
| Wednesday | 8am to 6pm |
| Thursday | 8am to 6pm |
| Friday | 8am to 6pm |
| Saturday | Closed |
| Sunday | Closed |
Confirmed by the surgery on 11 May 2023. Bank holidays may differ.
- Address
- Kelso Grove, Shiney Row, Houghton Le Spring, DH4 4RW
- Phone
- 0191 385 2512
- [email protected]
- Online
- Book, order repeat prescriptions and see records in the NHS App
- Works with
- Coalfields PCN (a group of local surgeries that share services)
- NHS code
- A89030 · NHS profile
Branch surgeries
Run by this practice from another building. Patients register with the practice, not the branch.
- Dr Hubbard
- Church Street, Houghton Le Spring, DH4 4DN · 0191 5844597
- Westbourne Medical Group
- Gill Crescent North, Houghton Le Spring, DH4 6AW · 0191 3852508
Access and facilities
- Disabled parking
- Disabled toilet
- Induction loop
- Signing service
- Step-free access
- Wheelchair access
- Baby changing facility
- Parent and baby room
- Pram park
- Baby changing facility
- Car parking
- Cycle parking
- Disabled parking
Pins show each surgery's score. Get directions
Inspection rating
By the Care Quality Commission, the NHS regulator
Outstanding
overall, from the inspection published 17 October 2016
This rating is 9 years old. The CQC has not published a newer inspection.
The five questions inspectors ask
| Is it safe? | Good |
| Is it effective? | Outstanding |
| Is it caring? | Outstanding |
| Is it responsive? | Outstanding |
| Is it well-led? | Outstanding |
About the patients
NHS records for the people registered here
Common health conditions
| Condition | Here | England |
|---|---|---|
| Hypertension | 20.9% | 15.2% |
| Diabetes | 10.0% | 7.9% |
| Asthma | 7.6% | 6.6% |
| COPD | 3.6% | 1.9% |
| Coronary heart disease | 4.8% | 3.0% |
| Depression | 18.0% | 14.3% |
| Obesity | 22.3% | 13.9% |
| Smoking | 14.9% | 13.5% |
Health checks done
| Check | Here | England |
|---|---|---|
| Cervical screening, women 25-49 | 78% | 67% |
| Cervical screening, women 50-64 | 78% | 75% |
| Blood pressure controlled (hypertension, under 80) | 80% | 68% |
| Blood pressure checked in last 5 years (45+) | 92% | 87% |
| Diabetes: blood pressure on target | 81% | 75% |
| Diabetes: blood sugar (HbA1c) on target | 57% | 57% |
| Diabetes: annual foot check | 65% | 78% |
| Asthma: annual review | 75% | 66% |
Other surgeries nearby
| Surgery | Distance | Score | Easy by phone | Rated good | New patients |
|---|---|---|---|---|---|
| Westbourne Medical Groupthis surgery | – | 83 | 81% | 85% | Yes |
| Grangewood SurgeryHoughton Le Spring, DH4 4RB | 0.1 mile | 76 | 86% | 85% | Yes |
| Herrington Medical CentreHoughton Le Spring, DH4 4LE | 0.5 miles | 90 | 88% | 88% | Yes |
| Kepier Medical PracticeHoughton Le Spring, DH4 5EQ | 1.6 miles | 79 | 76% | 86% | Yes |
| I J HealthcareWashington, NE38 9AB | 1.7 miles | 68 | 86% | 80% | Yes |
| Houghton Medical Group,Houghton Le Spring, DH4 4DN | 2.0 miles | 87 | 72% | 89% | Yes |
| Rickleton Medical CentreWashington, NE38 9EH | 2.3 miles | 92 | 90% | 94% | Yes |
| Galleries Medical PracticeWashington, NE38 7NQ | 2.6 miles | 43 | 67% | 78% | Yes |
| Sunderland GP Alliance Medical PracticeWashington, NE38 7NQ | 2.6 miles | 18 | 37% | 80% | Yes |
| Great Lumley SurgeryChester Le Street, DH3 4LE | 2.8 miles | 98 | 87% | 93% | Yes |
Great Lumley Surgery is 2.8 miles away, scores 98 and is taking on new patients. You can usually join any surgery that covers your address.
Common questions
Is Westbourne Medical Group taking on new patients?
Yes. When we last checked its page on the NHS website (20 September 2026), Westbourne Medical Group was taking on new patients. You can register online through the NHS website or call the surgery on 0191 385 2512.
How do patients rate Westbourne Medical Group?
In the 2026 NHS GP Patient Survey, 85% of patients at Westbourne Medical Group said their overall experience was good. The England average is 77%. 81% found it easy to get through by phone (England 57%). Its GPScore is 83 out of 100, grade A, which puts it in the top 20% of GP surgeries in England.
What is the inspection rating for Westbourne Medical Group?
The Care Quality Commission, which inspects GP surgeries in England, rated Westbourne Medical Group as Outstanding at its last published inspection (report published 17 October 2016).
What are the opening times of Westbourne Medical Group?
Reception is open Monday 8am to 6pm, Tuesday 8am to 6pm, Wednesday 8am to 6pm, Thursday 8am to 6pm, Friday 8am to 6pm, Saturday closed, Sunday closed. The surgery last confirmed these times on 11 May 2023. Bank holidays may differ.
How do I contact Westbourne Medical Group?
Call 0191 385 2512. You can also book and order repeat prescriptions in the NHS App. The address is Kelso Grove, Shiney Row, Houghton Le Spring, DH4 4RW.
Does Westbourne Medical Group have a branch surgery?
Yes. Westbourne Medical Group also runs Dr Hubbard (Church Street, Houghton Le Spring, DH4 4DN) and Westbourne Medical Group (Gill Crescent North, Houghton Le Spring, DH4 6AW). Patients register with the practice and can usually be seen at either site.
How many patients are registered at Westbourne Medical Group?
Around 6,637 patients are registered (January 2025). The surgery is part of Coalfields PCN, a group of local surgeries that share staff and services, in the North East and North Cumbria NHS area.
Where this comes from: the 2026 NHS GP Patient Survey, Care Quality Commission ratings, NHS records of patients, conditions, checks and vaccinations (published through OHID Fingertips), and this surgery's page on the NHS website (checked 20 September 2026). Read how the score is worked out. Spotted a mistake? Tell us.