Cheadle Hulme Medical Group - Ratings and reviews
Reviews
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Review titled Be prepared to be on hold for an hour
Rated 3 stars out of 5
by Anonymous - Posted on 28 September 2022
Clinical staff have all been wonderful, reception staff can be quite abrupt. They won't do proxy access so we can book child appts online which means we need to call.. you will be on hold for between 30 mins to over an hour, I don't think I've ever got through in under 20 minutes. Currently in a queue for 44 mins and apparently I've been caller 1 for over 20 mins. They need to rethink their bookkmh system, I could have had it booked in seconds online.
Visited September 2022
Review titled Cheadle Hulme Medical Group
Replied on 28 December 2022
Thank you for taking the time to leave a comment on NHS Choices. Unfortunately as your review is anonymous I am unable to contact you to discuss this. To help us learn from your experience please could you email the practice on gmicb-sto.p88007@nhs.net so that an appropriate member of staff can contact you to take further details? The GPs have discussed online access for appointments and there are a small number released daily for this purpose. However, demand has been so high throughout Autumn and Winter that they have decided to continue to triage all appointment requests to ensure patients are directed to the most appropriate clinician - which will not always be a GP. For this reason, we have not expanded the online appointment booking service in recent months and I expect this will remain the case until the Spring as demand for appointments is still increasing. I do apologise for the delays connecting via telephone. Please do persevere and once again I am sorry you have had such a frustrating time. Yours sincerely Siobhan Lennox Practice Manager Cheadle Hulme Medical Group
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Review titled Be prepared to wait hours on the phone without success
Rated 1 star out of 5
by Anonymous - Posted on 29 September 2022
I had an appointment which was cancelled by text over night. It took me an hour on hold to reach the surgery to make that appointment two weeks prior. The text advised me to call to make a new appointment and I then spent over an hour on hold again without success. The admin email addresses provided on this website are incorrect and so it isn't easy to reach the surgery by email. If you can ever see a Dr, my experience of the clinical team has been good however this practice is let down by its very poor management of patient appointments. When you do finally get through, some of the reception team are nice but I have found many to be curt and unhelpful. Sadly I am seriously considering leaving this surgery despite the good clinical team.
Visited September 2022
Review titled Cheadle Hulme Medical Group
Replied on 28 December 2022
Dear Patient, Thank you for taking the time to leave a comment on NHS Choices. As your post is anonymous I am unable to contact you directly to discuss this. I have tried to reply to this post a few times but I am unsure whether my response is saving. We value constructive patient feedback and to help us learn from your experience please could you email the practice on gmicb-sto.p88007@nhs.net so that an appropriate member of staff can contact you to take further details?
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Review titled Excellent care given!
Rated 5 stars out of 5
by Anonymous - Posted on 01 September 2022
We have bene registered as a family with the surgery for 25 years, we have always had excellent service, supportive and holistic care, our GP knows us well as a family which makes a massive difference. I needed an urgent appt last week, the receptionist was really helpful, had a telephone call from the ANP and then a face to face appt, prescription sent to the chemist and collected the meds, and I was then at work sat at my desk 40 mins after making the call to book the appt!! Smooth seamless service, and always good to feedback the positive. Keep up the good work!
Visited August 2022
Review titled Cheadle Hulme Medical Group
Replied on 05 October 2022
Thank you for taking the time to leave a comment on NHS Choices. I know you have already spoken with a colleague regarding this and I have passed on your feedback to the clinician concerned as well. We value patient feedback and are pleased to hear that you are happy with the service we are providing. Yours Sincerely Siobhan Lennox Practice Manager Cheadle Hulme Medical Group
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Review titled Incompetent receptionist.
Rated 3 stars out of 5
by Frustrated - Posted on 19 August 2022
I ordered my prescription online, as I have always done, and received an acknowledgement to collect it at my nominated chemist after 48 hours. After 72 hours and a half hour walk, the chemist hadn't received it. They offered to phone the practice but it says 'do not phone' on the acknowledgement. So I went in person. The prescription had not been issued. The receptionist casually told me to try again in two hours. I queried why it hadn't been done and was told the email hadn't been received, although I had received an acknowledgement. Then she said the email address had changed, although they apparently didn't see the need to inform anybody about this. She showed me a slip of paper with an email address on it and said its available on the website, it wasn't. After a thorough search of the website there was no sign of any new email address. She appeared to have lied to get rid of me. The only email address that I have is the original that I have always used so it will be interesting to see if it works next month. After another half hour walk to the chemist, they still hadn't received the prescription before closing for the weekend and I was on holiday from the Sunday. So I had to go for 2 weeks without my medication. Fortunately for me it wasn't a life or death situation but others may not be so lucky. This is the third time I have had problems with prescriptions due to the poor admin/reception staff. Whether they give bad information out or outright lies, both amount to incompetence.
Visited August 2022
Review titled Cheadle Hulme Medical Group
Replied on 05 October 2022
Dear patient, I would like to apologise for what appears to have been a very frustrating sequence of events described above. It is true our email addresses have changed. The change came about when the CCGs were disbanded in August and Stockport became part of the Greater Manchester Integrated Care Board. NHS Digital changed all practice general email addresses as a result. Unfortunately this was not actually communicated to practices in advance of the change and when we became aware of it, we were assured there would be a transition period where emails sent to the old addresses would still reach us - it seems this may not have been the case for which I apologise, but obviously we had no control over this either. Our new addresses are now: For admin queries: gmicb-sto.p88007admin@nhs.net For repeat prescriptions: gmicb-sto.repeatprescriptions-p88007@nhs.net The addresses above are not easy to remember and many patients prefer to order their medication via the NHS App. This also allows access to blood results and other clinical data and can be accessed easily from your smartphone, tablet or home PC without having to remember a long email address. It is a more seamless process from the practice end as well. NHS App: https://www.nhs.uk/nhs-app/ I'm sorry you found the reception staff unhelpful and will feed this back to our training and development manager. We have also changed website providers and I will speak to the developers to ensure the new email addresses are visible. Thank you for your feedback and I hope the situation described will not occur again but would encourage you to try the NHS App as well. Yours Sincerely Siobhan Lennox Practice Manager Cheadle Hulme Medical Group
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Review titled Rude Receptionist
Rated 1 star out of 5
by Martin Grant Corfield - Posted on 04 August 2022
After spending approximately 20 minutes waiting for the telephone to be answered this morning, I was confronted by the rudest receptionist. After trying to avoid needing to speak to a doctor to arrange a blood test that I have had fairly regularly in the past for a hereditary condition, I was asked why I felt qualified to decide that it was the right thing to do! I then submitted and agreed to speak to a doctor only then to be told that I couldn’t have an appointment as there wouldn’t be one available for 2 weeks! I absolutely despair, I asked to speak to the practice manager, only to be told that if I want to complain I should do it online. I requested that the practice manager phone me back the receptionist seemed very non committal, so I don’t now expect much. These people are public servants and are paid for out of our taxes, it is irresponsible to expect anyone with a genuine illness to have to wait for two weeks to be seen and downright rude to be so abrasive on the phone after someone has give up 20 minutes of their day waiting to speak to someone. If you are waiting on the phone that long it’s because it cannot and shouldn’t wait.
Visited August 2022
Review titled Cheadle Hulme Medical Group
Replied on 05 October 2022
Thanks you for your feedback Mr Corfield. We have discussed this incident together in some detail and consider this matter closed now. Kind regards Siobhan Lennox Practice Manager Cheadle Hulme Medical Group