Orchard Medical Practice
Stockwell Gate, Mansfield, Nottinghamshire, NG18 5GGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 06 May 2025
I have been with Orchard since it began and have always enjoyed a close patient doctor relationship with the majority of the staff, however I feel in the last few years the practice has lost its customer care quality. I phoned today for an appointment and was shocked to be number one in the queue, the girl who answered sounded fed up and rushed already! She was really quite patronising in the way she spoke to me about my symptoms and seemed to want me off the phone as quick as possible. I begrudgingly was given an afternoon appointment with an unknown doctor as she couldn't be bothered to tell me that much information. The practice now feels more like a business and has lost its community based personal touch and it's the patients that are losing out. I think maybe it's time to start looking at other practices.
Visited May 2025
Review titled Orchard Medical Practice
Replied on 06 May 2025
Dear Patient Thank you for your feedback regarding your phone call this morning. I am very disappointed and apologise your phone call wasn't as professional as you or I would have expected when your call was answered this morning. I would like to look in to this further for you by listening to the call so I can deliver appropriate training to the staff member/reception team as required. It would be helpful when you have your consultation with the clinician to mention this so I can either meet or speak to you on the phone to personally apologise. We do always aim to give that personal touch still and I am very sorry we fell short of that this morning. Please ask for me Rebecca Tate - Practice Manager on 01623 400100
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Review titled Poor service regarding contact and getting in
Rated 3 stars out of 5
by Sara - Posted on 09 May 2025
I tried calling the practice on Tuesday,finally got through to the message service to say I was over 40 in the queue, which took nearly 2 hours for me to finally talk to someone. All I wanted was a non urgent appointment which I did look on your website for. When I went on it came up with practice closed do to the May 5th bank holiday. To which it said daily capacity has been reached. I then had to call again on the Wednesday to try and get in to see a doctor from feeling really unwell! I was again over 40 in the queue which took 2 hours to speak to your receptionist, who then told me the capacity had been reached and there was no emergency appointments. The receptionist also tried to diagnosed my symptoms as hay-fever and to visit the pharmacy. I'm a hay-fever sufferer and know the difference between hay-fever and my current illness. Eventually after explaining all my symptoms, again! I did manage to get a call back and see the doctor to be told I had really bad ear infections and throat infection to be given antibiotics ( The Doctor i did see was really great). In my opinion the current patient service for this practice is very low and needs to improve greatly. I also think the website where you can book non urgent appointments needs to be checked because, it is now May 9th and your still showing the May 5th bank holiday and your closesd on the website. I've tried really early (7.30/8am) to book an appointment from the site and it still says capacity has been reached. Never had this trouble before so something needs to be looked at. I feel really disappointed in the service, which I have never felt this way, to be lacking the great service you use to give.
Visited May 2025
Review titled Orchard Medical Practice
Replied on 09 May 2025
Dear Sara, Thanks very much for your valuable feedback. I am sorry you feel disappointed with your recent encounter with the practice. Our receptionists do ask questions to try and direct you to the most appropriate service. We are looking at our appointment system further to aim to increase capacity. I apologise again for your recent experience. I would encourage you to give me a call to discuss this to see if I can try and help you further. Jayne Mallatratt, Assistant Manager
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Review titled Good service, if you ever get to see a GP
Rated 2 stars out of 5
by Margaret - Posted on 07 May 2025
I have been trying to make a non-urgent appointment for the last two weeks. I have been told by a receptionist that the only way to do this is by filling in a non-urgent form found on the website. For the last two weeks, this form has not been available. I have always had excellent care from the GPs at this practice, but actually getting to see them is now virtually impossible.
Visited May 2025
Review titled Orchard Medical Practice
Replied on 08 May 2025
Dear Margaret, Thanks very much for your valuable feedback. I am sorry you feel disappointed with not being able to obtain a future appointment, we do have future bookable appointments available but these do go quickly, hence the receptionist giving the option of the website form. The form is available from 7.30 am each morning and is open until we reach capacity per day. We are further looking at our appointment system to aim to increase capacity. I apologise again for your experience over the last two weeks. I would encourage you to give me a call to discuss this to see if I can try and help you further. If you could ask to speak to Rebecca Tate, Practice Manager or Jayne Mallatratt, Assistant Manager on 01623 400100 or email nnicb-nn.patient-orchard@nhs.net
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Review titled Lack of patient care
Rated 2 stars out of 5
by Anonymous - Posted on 13 April 2025
I would make a complaint or an official complaints system, but as I cannot find one I am leaving a review. I've had a number of bad or inconsistent experiences with this practice from a customer care perspective although it's the first time I've left feedback. If you are lucky enough to get an appointment then usually it is a telephone appointment and then you will be lucky still if that actually happens. I was supposed to have a telephone appointment on 11/4/25 at a time of between 9am to 12:30pm. I finally received a call at 13:37pm. Given my phone was right in front of me, I stopped what I was doing an answered promptly after about 2 rings. The call connected but then the caller hung up on me. I didn't receive another call back as I know the practice has a policy of only calling you once (even though it can take about 3 weeks to get an appointment, like this one did). To me this seems like a deliberate attempt at not bothering to trying to speak to me and it will probably be noted down in the system as "the customer did not answer". I did try to call back but it was lunch and I thought there is probably not much chance of getting another call anyway. Incidentally I don't know what this appointment was about as I was not told. I also had another recent experience of where I was referred to the practice by the 111 service. I was told simply that they were too full and couldn't be dealt with. I phoned 111 back to inform them of this and they said that they were only able to refer me to my GP and that the GP should be endeavour to put something in place even if they are full for that day (rather than just fobbing me off). Despite all this I have had some good experiences with the practice so it does seem to be a bit of how you get handled on that particular day.
Visited April 2025
Review titled Orchard Medical Practice
Replied on 16 April 2025
Dear Patient, Thank you for providing feedback on the service you had recently received, we apologise for any short comings in the way your care was handled. I understand we have now been in contact with you, gone through your points raised and resolved the matter and taken learning points from this moving forward. Should you have any further problems in the future please do not hesitate to speak to me. Kind regards Rebecca Tate - Practice Manager 01623 400100
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Review titled Outdated appointment booking system
Rated 1 star out of 5
by Anonymous - Posted on 30 April 2025
In 2025, with technology so widely available, I find it incredibly frustrating that I cannot book an appointment online at any time of day and receive confirmation without needing to call the practice precisely at 8:00 am. This rigid and outdated system has made it extremely difficult for me to access care, especially as someone who works across multiple time zones. It causes unnecessary stress and makes it feel like getting a GP appointment is more about beating the clock than addressing health concerns. I strongly urge the practice to urgently review this process and consider implementing a modern, patient-friendly online booking system that operates 24/7 something many other GP practices in both the UK and EU already offer, and which patients like me desperately need.
Visited April 2025
Review titled Orchard Medical Practice
Replied on 01 May 2025
Dear Patient, Thank you for your feedback regarding the frustration with our current technology in booking appointments. We are sorry our service fell short of your expectations recently. It is unclear as to whether you have already tried using our contact us form on our website system which is available from 7.30 am for pre-bookable appointments https://accurx.nhs.uk/patient-initiated/c84051 or if you are signed up to on line booking of appointments https://www.orchard-medical.co.uk/how-do-i-register-for-online-services/ We are reviewing our appointment system regularly and looking at ways and new technology coming out - but also need to recognise the balance of patients unable to use technology also. We would encourage you to speak to one of our Managers, Rebecca Tate or Jayne Mallatratt so we can try and help you with your query if you would like to call us on 01623 400100 or email the practice nnicb-nn.patient-orchard@nhs.net so we can look in to this for you. We will also pass this feedback on to our GP Partners. kind regards Rebecca Tate, Practice Manager
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Review titled Great Service by Orchard Medical Practice
Rated 5 stars out of 5
by Gillian Malcolm - Posted on 27 January 2025
I don’t normally write reviews but I just wanted to say what great service I have received today from all the staff at Orchard Medical Practice. From the reception staff who after hearing how poorly I was offered me a telephone consultation that morning. The Doctor telephoned me back after 30 minutes who completed my prescription which I then collected from Orchard Pharmacy and all before 10.00am. All the staff showed concern, compassion and the care values for patients which is at the forefront of our NHS. There is a lot of negative comments towards GP’s but on this occasion I could not fault a single thing. 10 out of 10 service, keep up the good work Orchard Medical Practice
Visited January 2025
Review titled Orchard Medical Practice
Replied on 30 January 2025
Dear Gillian, Thank you so much for taking the time out to write this lovely review. It really does mean the world to all our staff when patients show their appreciation and this review will be shared with all the team. Kind Regards, Jayne Mallatratt Assistant Manager
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Review titled Disgusted !
Rated 1 star out of 5
by Janet Martin - Posted on 09 January 2025
I spoke to a doctor who phoned me a week ago, he told me that when the results of my xrays came through, I was to phone this practice and book a call with him as he wanted to deal personally with what we were going to do regarding the results. Just phoned up to do as he requested and have been told that an telephone conversation has been booked for the 15th Jan with a completely different doctor and I cannot speak to the doctor who requested me to deal with him directly. Does the staff at this health practice totally ignore a doctors wishes? It seems so
Visited January 2025
Review titled Orchard Medical Practice
Replied on 10 January 2025
Dear Janet Martin, We are sorry that you have had this experience at the practice. We usually endeavour to book patients in with the GP they have been under the care of, however, sometimes this is not possible due to the GP being on leave or working less sessions per week etc and rather than leave patients without an appointment we would book in with a different doctor, we are sorry that this may have been the case in this circumstance. Please do not hesitate to contact the practice and ask to speak to management if you would like us to look into this further for you. Kind Regards Jayne Mallatratt Assistant Manager
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Review titled Brilliant service
Rated 5 stars out of 5
by Gill Mallinder - Posted on 16 January 2025
I rang at 8.0 this morning for an urgent appointment. As I was number 30 in queue, I was given the option of ring back which I accepted. The receptionist rang soon after, I explained problem and she said a Doctor would phone me. The Doctor phoned later - she was caring and professional and having listened to my symptoms , came up with a plan. Very efficient all round. Thank you!
Visited January 2025
Review titled Orchard Medical Practice
Replied on 17 January 2025
Dear Ms Mallinder Thank you very much for your feedback regarding your experience of the call back service and your positive feedback by our receptionist & GP. It is pleasing to know since we have changed telephone systems the option of having a call back works positively for patients. I will share your feedback on to those involved and the wider team which I am sure will be gratefully received. Thank you very much for sharing this with us. Kind regards Rebecca Tate, Practice Manager
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Review titled Phone call
Rated 3 stars out of 5
by Anonymous - Posted on 18 November 2024
I know it is difficult to get a face to face appointment but when you receive a phone call from a GP who wants to prescribe you a drug you will need to take for the rest of your life I don't think a phone call is appropriate. Surely a face to face appointment could be arranged for something as important as this.
Visited November 2024
Review titled Orchard Medical Practice
Replied on 18 November 2024
Thank you for your feedback. We are sorry if you found a phone call inappropriate at this time. We understand that each patients needs are different. We take your comments on board, usually if patients express a wish to be seen face to face when the doctor rings them, then they will offer this also. We hope this helps with future appointments. Many thanks Jayne Mallatratt Assistant Manager
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Review titled Appointment
Rated 4 stars out of 5
by Anonymous - Posted on 06 December 2024
I came for appointment with physio, was 10 minutes late very unusual for me, caught up in traffic. Went to sign in it said not arrived, which I had. Saw receptionist she said they only give 10 minutes, it doesn’t matter when you have appointment, get there & wait sometimes up to an hour which I’ve had to before. As I don’t drive costs me £15 in cab there & back. Someone probably went in when I wasn’t there so I could of gone in after them, that would of been the best solution. It’s not good enough.
Visited November 2024
Review titled Orchard Medical Practice
Replied on 06 December 2024
We are sorry that you have had to write to express your dissatisfaction. Usually if a patient arrives up to 10mins late for their appointment we usually ask the clinician that they are seeing if they will still see them. For patients arriving 10mins or later we would normally offer to re-book the appointment as it is its often not possible just to swap appointments over due to varying reasons. We are sorry for the inconvenience this caused you. If you would like to speak to someone regarding your experience please contact the practice and ask to speak to the Assistant Manager or Practice Manager.