Stockport Medical Group (Delamere Practice) - Ratings and reviews
Reviews
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Review titled Appalling
Rated 1 star out of 5
by Joanne - Posted on 26 March 2024
The online appointment process is not fit for purpose, you go on at 8am and it literally closes within minutes- 2 weeks I tried to get an appointment Called the suregery to explain and well got fobbed off got told to attend the surgery at 8am and they’ll try get one - I work this isn’t an option! Finally got to raise a request for an appointment 3 days later on the awful online service - a receptionist called me that afternoon not a GP to book an appointment. The reason for the appointment is a new large mole, that is painful, itchy and growing and changing daily, which I am worried about thinking I have cancer not sleeping very well and worrying daily, the receptionist offered an appointment 2 1/2 weeks later. I eventually got an appointment at a different surgery 5 days later got lost on the way called the surgery (you are number 4 in the queue) and was 8 minutes late in a state of panic clearly perspiring and was refused to be seen by the GP, 10.08am I arrived, I was told I would have to wait in the waiting room until 12.30pm and she may be able to fit me it! What an absolute disgrace, I burst into tears and walked out, I had work at 1pm and couldn’t take the risk of being late, and I’m sorry I was not about to allow this GP play god with appointments, many times I’ve need to the GP practice and had to wait 20-40minutes past my appointment time at the GP was running late! I am appalled and disgusted at what I have been faced with today the GP should be ashamed! I was so distressed I went straight to another GP practice and registered there, the receptionist did her best to help however I work so cannot just take time off! I most certainly would not recommend this place to anyone not with Doctor like that, you should feel ashamed for the upset and distress you caused today for no reason apart from asserting your power to a situation it was not required!
Visited March 2024
Review titled Stockport Medical Group (Delamere Practice)
Replied on 28 March 2024
Dear Joanne, We apologise that the service you have received from us has not met your expectations. Our online system is one method of communication and you can telephone or visit the practice to arrange for an appointment. All requests are clinically triaged by a GP and the receptionist will then contact you based on the GP's assessment of your medical need. Due to the high demand for appointments if a patient is late then we do ask that the patient waits to be seen at the end of the surgery, to avoid delaying other patients waiting. We would welcomed you raising your concerns through are complaints process. This is a secure and confidential process and will enable us to investigate this situation. https://www.stockportmedicalgroup.nhs.uk/about-us/practice-policies/patient-rights/complaints/ As I only have your first name, I am unable to investigate further, to be able to fully establish why it took you 2 weeks to secure an appointment as we do not turn any patient away and all requests are triaged on the day by a GP. We are sad to hear you have registered elsewhere, however respect that you need to find a service that matches your needs. Kind regards Wendy Povey Practice Director
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Review titled Not fit for purpose
Rated 1 star out of 5
by Karen - Posted on 17 January 2024
I have been with this practice for many years but the new booking appointment system is not fit for purpose, you can only get an appointment by ringing at 8am via a link they send to your phone after 5 minutes after 8am the system is shut as all the appointments are full now,you can not get a doctors appointment, this happened 3 times in one week , so no doctors appointment could be made , the receptionist informed me they have had a lot of requests for appointments , no appointments available, not fit for purpose if you can not book an appointment, I have now moved to a new doctors. If you read the other reviews ,they say the same thing , the booking system is not fit for its purpose and is totally inadequate, the receptionist informed me that they want to roll out eg put this booking system in other doctors practices , a disaster waiting to happen
Visited January 2024
Review titled Stockport Medical Group (Delamere Practice)
Replied on 29 January 2024
Dear Karen, Thank you for taking the time to leave your constructive feedback. As this is an anonymous and public forum, I am unable to investigate into this situation which should not have occurred. I can clarify that all medical requests are triaged to ensure your needs are handled by the most appropriate clinician. All requests will receive a response from the practice on how we will handle your medical need. This can range from being provided information via text, signposted to a service more appropriate for your need (such as the community pharmacy or a physiotherapist for pain), contacted on the day by either telephone or text depending on which method you stated you preferred, offered a Face-to-Face appointment either on the same day if urgent or in the future if routine. If our link does not work due to all the appointments been booked, you can telephone or call into the Practice and the reception staff will add your details to an urgent list, whereby all urgent requests are dealt with by the duty GP. Sadly, the demand for GP time is larger than the capacity we have. We can only operate within safe working limits for both the patient and the clinician. We can confirm that had your need been of an urgent nature you would have been dealt with immediately. I apologise for our system not meeting your expectations and that you felt that moving away from the practice was the best solution. We encourage all patient to raise any concerns with us directly so that we can have the opportunity to investigate and rectify any issues, sadly we have not been given the chance to do so on this occasion. We do hope you find a system that is more suited to your needs. Kind regards Wendy Povey Practice Director
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Review titled Terrible
Rated 1 star out of 5
by Sue - Posted on 02 June 2023
Terrible phone service Tried to book a routine gp appointment and after listening to the recorded message for 1 minute and pressed the appropriate option the line just cut off. Why tell you in the message that you can go in a queue when this does NoT happen and have to phone again and listen to it all AgAiN I did not phone at a busy time in the day -ie: 8.00am-9.00am
Visited June 2023
Review titled Stockport Medical Group (Delamere Practice)
Replied on 05 June 2023
Dear Sue, We are sorry to hear that you have experienced some issues with the telephone system. We are not aware of any issues with our telephones, therefore we are unsure why this occurred for you. We have tested that all options are working today and that the option to use the queue busting feature is working well. I would invite you to try again, and hopefully the problem was temporary. If not then please call into the practice so that we can investigate this properly. Thank you Wendy Povey Practice Director