Mytton Oak Medical Pract. - Ratings and reviews
Reviews
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Review titled Terrible receptionist
Rated 1 star out of 5
by Robert - Posted on 26 March 2024
I rarely ask anything of this practice, but when I do get in touch I expect to be greeted with an acceptable degree of professionalism. However, on speaking to the female receptionist, it became clear I would not be getting this. She was rude and confrontational. She made my request for an appointment feel like I was trying to take advantage of the system and she kept questioning why I was trying to make an appointment. When I told her she was being rude and unhelpful she denied this and tried to talk over me. I notice the practice manager responds to these reviews - please do so with mine.
Visited March 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Robert, I am so sorry that your interaction with the receptionist was far from satisfactory. If you could please follow the secure link below and give me the full details of the incident (Time, receptionist name/description if you do not know the name) and I will address this incident with them and give you a full response back. https://www.myttonoakmedpractice.co.uk/complaints-form/ Kind regards Rick Mills Practice Manager
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Review titled Rude receptionist and poor treatment
Rated 1 star out of 5
by Anonymous - Posted on 06 April 2024
Having had a partner with numerous needs to use the practice recently for their health I am quite frankly appalled at the level of healthcare service this so called practice provided. The receptionist was condescending, rude and unhelpful and made an already stressful time even more stressful. When we finally did get to speak to a healthcare professional, we were simply carted off to A and E to suffer the unbelievable wait times there. Quite frankly, not good enough. What are we paying our taxes for?
Visited March 2024
Review titled Mytton Oak Medical Pract.
Replied on 08 April 2024
Dear Patient, Thank you for your feedback and we are so sorry that your interaction with the receptionist was so poor and that you did not get the desired outcome you wanted on the day. I would like to investigate this further so it would be appreciated if you could forward your details and the details of the interaction (Date time etc) and I will listen to the recording of the conversation and get back you. If you do this via the link below which is secure and will only be seen by myself. https://www.myttonoakmedpractice.co.uk/complaints-form/ Apologies again. Kind regards Rick Mills Practice Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
I called the practice this morning and couldn't believe how rude the receptionist I spoke to was. Her attitude was terrible and even ended on a sarcastic note. It takes a long time to get through on the phones and to met with this kind of service is unacceptable. It is a shame as I have spoken with kind and helpful receptionists at the surgery previously.
Visited February 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Patient, Our sincerest apologies for this unacceptable and unprofessional behaviour. I would like to investigate this further so if you would be kind enough to click on the following secure link (This will come direct to myself) and supply your details, exact time of the call and the phone number you called from I can listen to the call with the receptionist and use it as a learning event. https://www.myttonoakmedpractice.co.uk/complaints-form/ I look forward to hearing from you. Kind regards Rick Mills Practice Manager
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Review titled Mixed response from reception
Rated 2 stars out of 5
by Anonymous - Posted on 13 February 2024
Had a really good experience with First Lady in reception who was so helpful, however, have had to contact again for a reissue of a prescription that couldn’t be fulfilled by the pharmacy. Spoke to a different lady in reception who was very different. She was snappy and curt. Due to issues with the possibility of getting the prescription fulfilled, she impatiently said to me, ‘make a decision where you want this prescription sent to!’ Infact, I was left speechless, I wasn’t being difficult but when you’re feeling rotten and trying to make a decision as to where you can get to, it doesn’t help being spoken to like a naughty child! I’m so disappointed, especially after being with the practice for over 50 years. If I spoke to my clients the same way, I doubt I’d have any left. Try to remember, the person on the other end of the call just wants help, not chastising!
Visited February 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Patient, Our sincerest apologies for this unacceptable and unprofessional behaviour. We try to pride ourselves on providing the best service we can and correcting where we fall short. I would like to investigate this further so if you would be kind enough to click on the following secure link (This will come direct to myself) and supply your details, exact time of the call and the phone number you called from I can listen to the call with the receptionist and use it as a learning event. https://www.myttonoakmedpractice.co.uk/complaints-form/ I look forward to hearing from you. Kind regards Rick Mills Practice Manager
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Review titled Terrible telephone consult
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
Today I had the displeasure of enduring a telephone conversation with a Doctor who’s first suggestion was that I stop taking my long term medication without even attempting to understand the reasons behind it. To put it into context, I have been struggling with fatigue and exhaustion, one of the side effects of my medication is tiredness. I wanted to discuss alternative therapies as stopping altogether is not an option or possibly discuss any other reason for being exhausted permanently. As said above the first suggestion was to stop taking medication, no discussion of other medical options and the Doctor seemed rather taken aback that I would question such a response (I am veterinary surgeon so understand the implications this can have). Finally as a side note other possible conditions/resining was brought up with suggestion of blood tests, but no explanation of next steps, was he booking me an appointment or do I need to ring? Poor clinical care demonstrated
Visited February 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Patient, We are so sorry that the telephone consultation was not satisfactory. We would like to review this consultation and see what we could have done better. Please send your details via this confidential link (It will only come through to myself) and I assure you I will respond. https://www.myttonoakmedpractice.co.uk/complaints-form/ Kind regards. Rick Mills Practice Manager
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Review titled awful surgery
Rated 1 star out of 5
by Anonymous - Posted on 11 September 2023
After trying to call the GP over 10 times since 8am, it now has a message saying go to the walk in center at the hospital! This is disgraceful. My daughter is 7 years old and in need of medical attention, but not that serious to go the the hospital. Mytton oak you need to get your staff some more training on how to speak to patients in the correct manner, not in a rude way and then try to say that its the patient being frustrated. It's not difficult to be pleasant and understanding.
Visited September 2023
Review titled Mytton Oak Medical Pract.
Replied on 12 September 2023
Dear Patient, We are sincerely sorry for your experience you had this morning booking your daughter in for an appointment today. I am happy to discuss this with you. We do try hard to provide the best service we can but sometimes events beyond our control happen which can limit the service. We can pick this up if you allow me to contact you to explain. Please email stw.myttonoak-reception@nhs.net with your details and I will contact you as soon as possible. Please reference this post in your email and the staff will pass your details straight on to me. Apologies again. Rick Mills Practice Manager
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Review titled Awful practice, can never get through
Rated 1 star out of 5
by Anonymous - Posted on 06 July 2023
Multiple times I have tried to call this surgery and every time I am met with the line being cut off as ‘queue is too long’. I work in a pharmacy and am always calling the local GP surgery’s, Mytton Oak is by far the worse one to ever get through to. And if you do manage to get through to speaking to a receptionist, you will never be offered an appointment in any short time frame. Something needs to drastically change with the surgery as it is a danger to the local community.
Visited June 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Hi I am so sorry about your recent experience getting through to the surgery. I have been the Practice Manager here for just over a year and I am fully aware that we have a lot of work to do on patient access. We are currently in the process of formulating a strategy to improve this so you should see some distinct improvement by the end of the financial year. I would like to offer you an opportunity to meet with me and discuss your experience. The feed back you give would be invaluable and very much appreciated. Email the surgery using the website feedback form stating the practice manager has requested you contact him in regards to feedback and I promise I will get back to you. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Kind Regards Rick Mills Practice Manager
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Review titled Wasn’t great but now awful
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
Trying to get an appointment is like gold dust and that’s if you are able to wait on hold for nearly an hour. Was told they didn’t have the capacity to give me the treatment I needed and it would be at least 2-3months on the waiting list but got given the telephone number of another practice to try to to see if they had space. Rang other practice and they said it would need to be through my GP. Rang Mytton Oak again and have been given a stop gap prescription until they can see me but haven’t even spoken to a GP so how do they know that I’m even suitable for this medication, let alone the supply issues the local pharmacy are having with my current medication! Mytton Oak - you need to employ more permanent doctors to cope with your demand and stagger your lunches so that your reception is manned throughout the day like other businesses do - not everyone can make phone calls during work hours (especially those of us who work in emergency services) and need to use our lunch time to call; closing for lunch is ridiculous as is the difficulty in signing up for your online appointment system.
Visited May 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Dear Patient, Many apologies for your negative experience when trying to book your appointments. Over the next few months we will be implementing patient access strategies to try and improve the 0800 Hrs bottleneck. We are looking for investment in an improved telphony system that will have a call back functionality which will be better but that will be a while down the road. There are updated links on the website to online consultations now. You would get clinician contact with 24 - 48 hrs for your more routine needs. The POD service for prescriptions is also pretty good and they take requests by online form now. The surgery has had a turbulent couple of years and a high turnover of clinical and non clinical staff but we are fully staffed now and heading into a period of stability. We want to now look at maximising the routine and same day appointments to aid in improving patient access. If you wish to discuss further please contact me via the website. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Rick Mills Practice Manager
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Review titled Surely one of the worst practices in the area
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2023
I'm not a habitual complainer but things are now so bad at this practice that I believe they present a danger to patients. I am a patient of this practice and a carer to individuals who are also patients of this practice. It has been virtually impossible to speak to anyone at the practice - whether by phone, email or in person - since at least May 2022. This problem has gone on for so long that I believe patients are in danger. On most days, regardless of the time of day, when I phone the practice I am met with a recorded message saying that the reception is too busy to take calls, and am then automatically cut off. At other times I make it onto the call queue but following a wait of one hour or more am then cut off. The practice does not publish its email address, but I was able to get it from one of the receptionists on one occasion. Most emails are ignored; any replies are generic and simply give the phone number. When I go into the practice in person, there is typically nobody at reception. The main practice office is directly behind the reception and would be openly visible if not for the large opaque screens which have been erected, presumably so that receptionists can minimise interaction with patients. This means that patients wishing to speak to a receptionist in person always have to shout for attention. These calls often go ignored. On one occasion in January this year I was told by a member of staff at the practice that four of the five receptionists are on long-term sick leave and are not going to be replaced. I don't know whether this is true. More recently, when I got through to a receptionist after waiting on hold for almost an hour, I was told that there was no point complaining about waiting times because 'every practice is as bad as we are'. The net result is that patients of this practice, including me and the people I care for, do not have reliable access to GP or practice services, even when in urgent need. I believe this is a dangerous situation.
Visited March 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Hi Could you please contact me at the practice so I can investigate the issues you have raised. There is a lot to go through here and i think a face to face meeting would be beneficial. Put the request through on the website with your details and I assure you it will not be ignored and i will contact you personally to arrange an appointment. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Rick Mills Practice Manager
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Review titled Terribly organised
Rated 1 star out of 5
by Anonymous - Posted on 11 March 2023
I can only echo people's comments about how long it takes them to answer the phone (this bottleneck is due to no other way to contact them). Once through, the relevant person is almost always unavailable and you are asked to call back another day (cue another 60 minutes of queueing time I'll never get back). It's quicker to drive round and walk in. When you do finally get to speak to someone, errors abound and normally I end up going away without resolution, having been told to return another time. The Practice Manager needs to instigate new procedures to reduce the error rate and increase productivity and efficiency. It really is dire.
Visited March 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Dear Patient, I have been Practice Manager for 12 Months now and I am looking at new procedures over the next few months that should improve patient access by the end of the financial year. We are now fully staffed for the first time since I took up the post are in a position to start making real improvements. The staff we have do work hard and try to provide the best service they can. No one ever really want to provide a bad service in the NHS. We take all the feedback and try to learn from it to improve. I am happy to discuss this further with you, especially any specific experiences you had so I can investigate further. Just contact me through the surgery website: https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Rick Mills Practice Manager