Heswall & Pensby Group Practice - Ratings and reviews
Reviews
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Review titled Well cared for patient
Rated 5 stars out of 5
by Anonymous - Posted on 15 May 2023
As usual the response to my patches request was promptly dealt with. I was given an appointment within a few days and was treated with care and professionalism. The practice is friendly and efficient.
Visited May 2023
Review titled Heswall & Pensby Group Practice
Replied on 17 May 2023
Dear Anonymous Thank you for taking the time to post your review. I will share your feedback with the practice team about our service. Kind regards Alison Godsil Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
I attended the practice and my appointment was 20 minutes late. The disinterested doctor offered no apology or acknowledgement of the delay. After spending time filling in information on line, it was clear the doctor had not read it as I had to repeat everything again. Doctor also did not pay attention to what I said and I had to correct them several times as she described what I said incorrectly. Doctor had me in and out within 5 minutes and I felt did not take my concerns seriously. A very poor experience - I don’t go to the doctors much so felt that when I do have a problem I would like to be listened to and shown some empathy.
Visited March 2023
Review titled Heswall & Pensby Group Practice
Replied on 08 March 2023
Dear Anonymous I am sorry your appointment was running 20 minutes late but sometimes the doctor does need to spend longer with some patients because of the conditions that are presented. Although they try to run on time they also have to address patients health needs which may be urgent. I am sorry you had a poor experience but if you can contact me at the practice I will be happy to investigate your concerns with the GP you consulted and respond to you personally with an outcome. Kind regards Alison Godsil Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Kathryn Longden - Posted on 16 March 2023
As always, the staff at Heswall and Pensby are fantastic. They go above and beyond and put the patient experience first.
Visited March 2023
Review titled Heswall & Pensby Group Practice
Replied on 22 March 2023
Dear Kathryn Thank you for taking the time to provide your feedback about our service. We are very pleased to hear your comments and they will be shared with the practice team. Many thanks. Kind regards Alison Godsil Practice Manager
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Review titled Poor - Trying to get an appointment is an impossible
Rated 2 stars out of 5
by Anonymous - Posted on 06 April 2023
I am lucky enough not to be poorly that often, so when I contact the surgery it is because I need to see a GP as I am unwell and can't be self-treated. Having a problem that reoccurs at least annually for which I have been referred to a specialist and had CT scans in the past, I contacted the GP surgery for help, as I am aware of the signs and symptoms I get and when I need to have something prescribed. I used the Patches system having had symptoms for over a week and was given a face to fact appointment some 3 weeks later!!!!! This was then challenged and was given a telephone consultation a week earlier!!! How difficult is it to get to see a doctor to get help. . Your response when challenged "if symptoms worsen I should attend a local walk in centre". The timeframe you offer is totally unacceptable. I now have to suffer in severe pain - The service you offer is appalling, it is know wonder that the GP Out of Hours/Walk in centres are so stretched. Whatever happened to being able to call the surgery to make an appointment because you are genuinely poorly ??
Visited March 2023
Review titled Heswall & Pensby Group Practice
Replied on 20 April 2023
Dear Anonymous I was sorry to read your review about your recent experience at the practice. I will be happy to investigate your concerns further if you can contact me at the practice. kind regards Alison Godsil Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by felicity king - Posted on 23 February 2023
I would like to provide feedback regarding the professional ,courteous care I received at a recent consultation with a Physician Associate at the practice. I was given sufficient time and felt that my concerns were taken seriously. I received a text following the consultation confirming what had been discussed. I consider that visiting a Physician Associate has been a positive experience and an excellent addition to the staff group. I would also like to compliment the reception staff for their professional approachable manner. Many thanks
Visited February 2023
Review titled Heswall & Pensby Group Practice
Replied on 27 February 2023
Dear Felicity Thank you for taking time to provide your feedback to our service. i am very pleased to hear of your experience. I will pass on your comments to the staff members and share wit the team. kind regards Alison Godsil Practice Manager
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Review titled Extremely poor practise
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
My son has been extremely ill,after some appointments at hospital told to see GP for follow up, trying to see them for what was an urgent matter, appointment is in three weeks? This is appalling!!!!I myself left the practise years ago and have advised him to do so, it wants closing down, rude receptionists, incompetent doctors.avoid, new patients, avoid!
Visited January 2023
Review titled Heswall & Pensby Group Practice
Replied on 22 March 2023
Dear Anonymous Please can you ask your son to contact the practice with his specific details so we can investigate the matter further and respond directly to him. many thanks , kind regards Alison Godsil Practice Manager
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Review titled Abrupt and unpleasant telephone consultation
Rated 2 stars out of 5
by Anonymous - Posted on 23 January 2023
I was pleased to be offered a telephone appointment within 2 days of submitting an e-consult, but the experience was very poor. As a fellow professional who rarely uses the service, I expected basic civility. The doctor was abrasive, abrupt and spoke to me like a naughty child. I hate to think how an anxious or depressed person would have felt. I understand the GP's are busy, but patients don't magically disappear if you are rude and unpleasant. Also, the earliest blood test appointment was over 3 weeks from the date of my appointment - which is pretty hopeless.
Visited January 2023
Review titled Heswall & Pensby Group Practice
Replied on 27 February 2023
I am sorry to hear you are disappointed with the service you received from the Doctor following your recent consultation. Please contact the practice so I can look into your specific details and investigate the matter to enable me to feedback to you personally. Kind regards Alison Godsil Practice Manager
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Review titled Superb Service
Rated 5 stars out of 5
by Anonymous - Posted on 17 January 2023
12hours after submitting an econsult form I was seen by GP. This gives me great confidence that the econsult process works effectively making best use of GP time
Visited January 2023
Review titled Heswall & Pensby Group Practice
Replied on 27 February 2023
Thank you for taking the time to feedback about the e-consult process at the practice. I am pleased to hear it worked effectively for you and I will share you comments with the team. Kind regards Alison Godsil Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Peter - Posted on 07 December 2022
Great experience, from the initial contact with the receptionist, to the consultation with the G P some 26 hours later. His explanation of my condition and the prescribing of a remedial medication. Nothing wrong with NHS,.its the media.
Visited December 2022
Review titled Heswall & Pensby Group Practice
Replied on 12 December 2022
Dear Peter Thank you for taking the time to leave your review which will be shared with the practice team. I am very pleased you are happy with our service. Kind regards Alison Godsil Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2022
I have had a foot problem for 6 months, requested a doctor appointment early on in the condition. Arrived to find my appointment had been switched to a nurse without any consultation .2 contacts with the out of hours service for pain relief .Practice advised to refer me to physio.7 week waiting list so paid to attend at Murrayfield and immediately put on crutches.8 weeks on crutches and still not seen by doctor.2 weeks off crutches and foot deteriorating. Seen at podiatry appointment and she immediately contacted the practice requesting a ultra sound referral. 4 days spent on phone chasing the referral only to receive by text an appointment with the nurse in a weeks time. Rang again to query this and heard nothing that day. Have chased again to be told to keep the nurse appt,not able to speak to doctor ,2 e consults rejected as having to speak to someone, no appointments and now having to go back on crutches. Changed to this practice as assured it was good service yet to see it.
Visited November 2022
Review titled Heswall & Pensby Group Practice
Replied on 04 November 2022
I am sorry our service has not met your expectations. We do have advanced nurse practitioners that work to an advanced level to support the doctors. I am happy to investigate your individual concerns if you contact the practice with your details. kind regards Alison Godsil