The Hathersage Centre - Ratings and reviews
Reviews
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Review titled Wasted Time & Rude Doctor
Rated 1 star out of 5
by Kathryn - Posted on 13 April 2024
I was directed to Hathersage from NHS web page on terminating a pregnancy. I submitted the form and selected the seemingly only suitable option on the form “I am seeking advice on a pregnancy”. On sitting down with the doctor, she asked how she could help and I said “well I’m pregnant” to which she responded by clapping her hands together and in a very over dramatic, false way said “oh congratulations!” When I explained I wanted to terminate the pregnancy her face dropped and she just said “oh”, then again very sarcastically said “are you okayyyyy” - she then proceeded to tell me that is not something she could help with, printed me off a phone number and concluded the appointment. For a very personal, upsetting matter she made me feel terrible, plus it was a really unnecessarily drawn out experience that could have been avoided if the website did not reference pregnancy advice at all. Really disappointed
Visited April 2024
Review titled The Hathersage Centre
Replied on 17 April 2024
Hi Kathryn, Thank you for your feedback. We are sorry to learn that you felt terrible discussing what was a very personal matter during your recent visit to the Hathersage Centre. We take all feedback very seriously and your concerns have been raised directly with the Service Manager at the clinic to discuss with their staff members so that lessons can be learnt. We also value your comments about signposting and will update information on our system for termination of pregnancy services to make it clearer. It is difficult to respond to all posts in a full way often because of a lack of detailed information, therefore, if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO24/00054, they will do their best to address your concerns. Kind Regards, Connor Thomson Patient Experience Team
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Review titled Lovely staff
Rated 5 stars out of 5
by Anonymous - Posted on 24 January 2024
The doctor I saw was lovely. I’ve had some negative experiences in the past that mean I can find examination particularly emotional. But this doctor talked me through everything she was going to do. When it came to examination, she said “you’re in charge, I’ll stop whenever if you want.” It’s a small thing, but made a huge difference for me. She then explained my diagnosis and treatment in great detail. Thank you.
Visited January 2024
The Hathersage Centre has not yet replied.
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Review titled Denied me a test
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
I went to the clinic for an infection in my throat, wanting a swab test. I was told that it was 'all in my head' and that the infection could not spread to my throat. I asked if I could have the swab test to be sure and she told me 'there's no point', 'be assured you just have a sore throat'. I then paid for my own test, which came back positive. So i could have been tested and treated without waiting an extra week and paying out of my own pocket. Don't waste your time just to be told you're imagining it.
Visited December 2023
The Hathersage Centre has not yet replied.
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Review titled A barely functioning booking service
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2023
How The Northern Sexual Health service functions is a mystery. Needing a face to face appointment, I logged in online as stated at 08:30 - immediately message saying no appointments. I got through to Hathersage, after 2 calls and total wait time of over 40 mins. The receptionist was lovely but said the clinic was shut that morning for training. I would need to try again at 12:00 when more appointments would be released. And yes, no appointments available even logging on directly for 12:00. I then rang Hathersage to get a message saying they were closed (they’re supposed to be open until 18:30). Ringing any other clinics of the Northern Sexual Health also results in unanswered calls or calls eventually being cut off! Inadequate does not describe it! I have been told the clinical services are extremely friendly and efficient, but you need to be able to get an appointment first.
Visited December 2023
Review titled The Hathersage Centre
Replied on 20 December 2023
Thank you for your feedback via the NHS / Care Opinion website. We are sorry to learn that your experience was not as positive as we would hope, when trying to access the Northern services. It is important to us that comments are heard and used as an opportunity to make improvements wherever possible. Please be assured that your concerns have been raised directly with the management of the department involved. We are sorry that you had issues when trying to contact the service by telephone. The service are imminently upgrading their telephones to a system that will ensure calls are answered promptly and callers will be informed of their position in the queue for their call to be answered. There will also be an option to request a call back. To help with the new system, the service is also recruiting another receptionist to help manage call volumes. In the meantime, you can also contact the team via email at thenorthernISH.enquiries@mft.nhs.uk and they will progress your care and treatment. The service does release appointments twice daily at 08:30 and 12:00, Monday to Friday, for their services across Manchester and Trafford; however, these appointments do get taken quickly, as the demand for this service is unfortunately greater than the capacity. If you would like to discuss your experience/concerns in more detail, please contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0146. Yours sincerely, Patient Experience Team.
Provided by Care opinion
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 20 November 2023
After my last checkup received multiple messages advising me to call the clinic back, but when I tried none of my calls are picked up. A week later I get a message advising me I've tested positive for an infection. I've tried daily to make an appointment for treatment and not been able to get a slot through the online booking. Also tried calling the service directly and no one has answered again - last time was today where I was held on waiting for 20 mins - with the automatic service saying I'd be seen soon, before the line cut off. Absolute joke and not the first time I've had difficulty - if you can't even make an appointment or talk to someone (when you've been told you need to) then you're failing at providing health care and advice.
Visited November 2023
Review titled The Hathersage Centre
Replied on 24 November 2023
Thank you for your feedback via the NHS / Care Opinion website. We have shared this with senior colleagues at the Hathersage Centre, who are very sorry to learn that your experience was not a positive one. It is important to us that comments are heard and used as an opportunity to make improvements wherever possible. The senior management team are very aware of the difficulties of trying to contact the service by telephone and are very sorry for this, as they acknowledge how frustrating this experience was for you. To address this, the team are soon upgrading their telephones to a system that will ensure calls are answered promptly, as well as informing callers of their position in the queue for their call to be answered. There will also be an option to request a call back. The team are also recruiting another receptionist, which will help manage call volumes. In the meantime, please contact the team via email: thenorthernISH.enquiries@mft.nhs.uk and they will progress your care and treatment. Once again, we are truly sorry for the undue upset and distress this has caused you. If you would like to discuss your experience in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0126. Yours sincerely, Patient Experience Team.
Provided by Care opinion
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Review titled Excellent service
Rated 5 stars out of 5
by Nicoleta - Posted on 26 October 2023
Had an appointment for IUD, and experienced the best eservice. The nurses were super helpful and gentle also encouraging and supportive through the whole process.
Visited October 2023
Review titled The Hathersage Centre
Replied on 27 October 2023
Thank you for taking the time to share your positive feedback regarding your experience at the Hathersage Centre at Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of all our staff and great to hear that you felt the nurses were so helpful, gentle, encouraging and supportive. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, The Patient Experience Team
Provided by Care opinion
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Review titled Woefully inadequate service
Rated 1 star out of 5
by Anonymous - Posted on 20 April 2023
The main issue most people have is just that fact that it's hard to get an appointment. But God forbid you're running late you miss your appt even though they're running 4 appts behind? The staff aren't the problem it's the booking system and time keeping, don't have 10 minute appts if you know they will each take 15 minutes. I've been left without medication and no one at the center appears to be bothered to help.
Visited March 2023
Review titled The Hathersage Centre
Replied on 20 June 2023
We were very sorry to receive your comments and concerns via the NHS / Care Opinion website about your recent experiences. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0013 they will be able to discuss this with you. Thankyou, Patient Experience Team.
Provided by Care opinion
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Review titled Worst booking system I’ve encountered
Rated 2 stars out of 5
by Anonymous - Posted on 02 February 2023
As the title says, this is the worst booking system I’ve encountered. I’ve tried multiple times to call at different times of day and either the phone rings for ages without being answered and then rings off, or it goes to answerphone saying the practice is closed, even during the middle of the day and during advertised hours. The online system is dysfunctional - I’ve registered several times for the Personal Health Record, and had it confirmed as activated, but it’s impossible actually to login. Very frustrating - and worrying, since lots of people will be so put off by these barriers to access that they won’t bother testing or getting Prep. Lack of resourcing is thereford likely to lead to a major increase in STIs.
Visited February 2023
Review titled The Hathersage Centre
Replied on 03 February 2023
Firstly, thank you for your comments which we welcome as an opportunity to learn, reflect and evaluate our services. I am sorry to hear about your negative experience trying to access our service. We are currently looking at the telephone system with the Telecoms provider with the aim of improving the call-waiting experience for people telephoning the Northern and your feedback is helpful in understanding the problems. We know that there is extremely high demand for our services and at peak times the system can be affected/slowed by high usage. If you wish to discuss the specific issues you experienced or still need help to book an appointment, please contact us at thenorthernISH.enquiries@mft.nhs.uk. Should you wish to discuss your experience with us further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/01540028. Kind regards, The Northern.
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Review titled Great nurses but the booking system is stuck in 2002
Rated 2 stars out of 5
by Anonymous - Posted on 03 February 2023
Lovely helpful nurse, however it’s a nightmare getting your results. I’ve been waiting over 10 days and it’s been a very stressful time waiting for a text. I’ve tried to call numerous times and the phone lines are either closed (how at 3pm?) or lines are too busy. Get more staff.
Visited February 2023
Review titled The Hathersage Centre
Replied on 07 February 2023
Firstly, thank you for your comments which we welcome as an opportunity to learn, reflect and evaluate our services. I am sorry to hear about your negative experience trying to access our service. We are currently looking at the telephone system with the Telecoms provider with the aim of improving the call-waiting experience for people telephoning the Northern and your feedback is helpful in understanding the problems. Moreover, we are in the process of fitting two new patient phone lines, which will also greatly help with accessing the service via the telephone. We know that there is extremely high demand for our services and at peak times the system can be affected/slowed by high usage. If you wish to discuss the specific issues you experienced or still need help to book an appointment, please contact us at thenorthernISH.enquiries@mft.nhs.uk. Should you wish to discuss your experience with us further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/01540029. Kind regards, The Northern.
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2022
The receptionist wasn't helpful or understanding, tried to explain I've been trying to book appointments online but had no success, she was focused at looking at my login history to prove me wrong and still wasn't helpful. Ended up calling another provider who booked me an appointment there and then, was professional and didn't try to embarrass me. I wouldn't recommend to anybody.
Visited December 2022
Review titled The Hathersage Centre
Replied on 20 December 2022
I apologise for the difficulty you have encountered in trying to access our services. Patients have access to booking an appointment online twice daily, Monday to Friday, at 08:30 and 12:00. The service is aware that unfortunately it may take a number of attempts before an appointment is obtained due to very high demand for their services. Alternatively, people who do not have online access can ring for an appointment, I apologise that this was not offered to you when you called.