Heswall & Pensby Group Practice

Frustrating wait and poor patient care

The PATCHS system appears completely disorganized. It seems this medical facility was once reputable before Myrtle Group's acquisition. While the physicians themselves might be competent, actually securing an appointment with them is nearly impossible! The entire experience is incredibly exasperating, with constant disappointment from unreturned phone calls, prescription errors, and a total lack of coordinated medical care. My overall interaction with this practice has been extremely unsatisfactory.

Patches prescription system needs fixing

Has anyone else encountered issues with PATCHES? I've attempted to request recurring prescriptions through their online system without success. Now, I'm forced to physically bring a form to the medical practice. I'm certain I'm not alone in experiencing this frustration, and I hope this feedback prompts more than just a dismissive response that PATCHES needs to address the problem. The healthcare provider group should resolve this, as the current system is completely inadequate.

Frustrating wait until Michelle finally helped

After enduring a frustrating 5-day wait, I finally secured an appointment at Arrowe Park. Throughout those days, I diligently completed multiple Patch's forms, sent numerous emails, was redirected by 111 to Boots, and even visited Arrowe Park only to be turned away without being seen. Eventually, Michelle called me on Thursday. Her approach was compassionate and understanding, clearly explaining the entire procedure. By Friday, I was provided with the correct contact number and managed to schedule my own appointment for Monday. Since the surgery's incorporation into the Myrtle group, HPGP's service quality has dramatically declined. I've yet to encounter a single patient with a positive experience. I'm firmly convinced that Patch's forms are never genuinely reviewed by medical professionals. Instead, it appears that administrative staff mechanically follow predetermined procedures, completely disregarding individual patient requirements.

Painful wait for baby's patch request

Generally, my interactions with Heswall and Pensby Group Practice have been satisfactory, but my perspective has drastically changed since giving birth six weeks ago. I've submitted numerous patch requests that have been consistently disregarded and not treated with appropriate urgency, ultimately leaving my infant in considerable discomfort. While the general practitioners themselves are commendable and provide excellent care when you manage to secure an appointment, the overall responsiveness of the practice has been deeply disappointing.

Endless wait for a simple appointment change

After enduring an exasperating 80-minute wait to reschedule an appointment, I finally hung up the phone. The queue had dwindled from 7 to 1, and even after another 15 minutes, I was still left hanging. What frustrates me most is that the person who scheduled my appointment completely disregarded my upcoming holiday, booking a slot while I'm away. Had they followed my original request, I would have been spared this futile exercise. What has become of this medical practice? Just last week, I was directed to the hospital's out-of-hours clinic due to a foot problem.

Worst healthcare booking nightmare ever

Booking process is a complete nightmare. Personnel seem indifferent, physicians shuffle patients around without genuine concern, total lack of compassionate treatment. Extremely distressing!

Quick help with my prescription

I encountered an issue with my medication, and the staff addressed it quickly and efficiently. They followed up with me via both phone call and text message to provide an update. I appreciate their attentive service.

Caring staff made my medical visit smooth

This medical facility is outstanding, with each staff member I've encountered being highly skilled and compassionate. After conversing with other patients, we all agree how fortunate we are to have a practice that provides such quick and effective care. Sincere appreciation to the entire team.

Drs practice lost its former quality

When we first arrived in this area 5 years back, I would enthusiastically recommend this medical practice to everyone. They were always prompt and responsive to any health concerns we raised. However, since the Myrtyl Group acquired the practice, I've observed a significant deterioration in their services. Appointment wait times have extended to weeks, and when a doctor orders blood tests, it can now take 4-6 weeks just to schedule an appointment - a delay that could be critically dangerous if a serious medical issue is developing. Previously, we were accustomed to getting blood work completed within the same week of a doctor's request. The practice has undergone a dramatic transformation since this takeover, and I've completely lost faith in their ability to provide reliable healthcare for my family. It's profoundly disappointing to witness such a decline in what was once an exceptional medical facility. The current situation at this practice is truly disheartening.

Compassionate doctors who truly listen

The medical staff here consistently provide top-notch care, and I've been consistently impressed by the physicians' compassionate and detailed approach to treatment.

No appointments

I tried to get pre holiday jabs 8 weeks before holiday - they could not provide an appt until after holiday ended - both travel companions had there’s within a week at their GPs - this is a large and should be efficient practice this has been my experience.

Friendly doctors who always make time

I've been visiting this medical practice with my family for half a decade, and our encounters have been nothing short of exceptional! It's truly a blessing to secure timely appointments whenever necessary. The entire staff radiates warmth and friendliness. I've consulted various physicians at this clinic, and without exception, they've been compassionate, competent, and incredibly attentive during each consultation!

Long-time patients love our caring doctor

During our two-decade association with this medical practice, initially located in Pensby, Dr. M. WOOLLONS has consistently demonstrated exceptional professionalism and compassion. From the nursing team to administrative and reception personnel, we've encountered nothing but competent and courteous service. We're genuinely puzzled by negative comments from others, as our experience has been entirely positive. The staff consistently fulfills their responsibilities effectively, and neither my wife nor I have ever had cause for criticism. We deeply appreciate their dedicated care, especially as we navigate our later years. ❤️❤️

Scheduling nightmare since group merger

Since being incorporated into "The Myrtle Group" earlier this year, this medical practice has dramatically declined in accessibility. I'm unclear about the implications of this change, but the result has been significant frustration. Scheduling an appointment has become incredibly challenging, and reaching staff by phone is nearly impossible. While the doctors themselves remain competent, the overall patient experience has seriously deteriorated. What was once a satisfactory healthcare provider has now become extremely inconvenient to work with.

Caring staff amid healthcare challenges

HPGP provides valuable support, particularly given the mounting challenges faced by general practitioners and pharmacies. Their team demonstrates genuine compassion and a proactive approach to assistance. However, the cumulative impact of 14 years of public service reductions remains evident.

Doctors ok but system is a total mess

The medical staff here are excellent, but accessing their care is a nightmare! It's virtually impossible to get the assistance I require when I need it. The front desk personnel lack basic courtesy, scheduling is painfully slow, the PATCHS system provides irrelevant information, and prescriptions consistently fail to appear in the NHS app as promised. I'm completely frustrated and exhausted by the entire experience.

Friendly doctor solved my health concern quickly

Exceptional service and support from the entire team at the Heswall Practice. The Patches system is highly effective, and scheduling appointments, including urgent ones, was seamless and straightforward. I would particularly like to commend Dr Ward, who demonstrated remarkable compassion, professionalism, and attentiveness. She carefully listened to my concerns, promptly initiated the necessary treatments, and ordered appropriate tests with a proactive approach.

Caring doctors helped calm my worries

I'm absolutely thrilled with this medical practice since relocating from Liverpool. The care I've received has been exceptional. Recently, I've had some minor health worries, and the staff have been incredibly supportive in addressing my concerns. While the final diagnosis is still pending, the doctor and nurse have been phenomenal in their approach and compassion. The reception team has also been wonderfully welcoming and kind. I'm truly grateful for all the assistance and support I've experienced so far.

Patches referral failed after long wait

I submitted a patches referral yesterday, receiving a message that someone would review it and requesting a photo of the affected limb (which I had already included with my initial assessment). Despite my clear communication about having a clinical infection (and being clinically trained to understand my condition), I received no response. Nearly 20 hours later, I got a message from the surgery saying someone would examine my patches form. I called the surgery to cancel, explaining I had already obtained healthcare elsewhere and this wasn't an A&E situation. The receptionist provided misleading information, claiming the patches service had crashed the previous afternoon. If a system failure had occurred, why didn't they update their website or send a text alert, as they do for other service disruptions? I contacted patches directly, who confirmed their system had NOT crashed during that time. There's nothing more frustrating than a medical practice that lacks transparency, fails to demonstrate a duty of candour, and attempts to deflect blame for their own inadequacies. I'm seriously considering changing surgeries, as the quality of care continues to decline. This isn't an isolated incident - it's the third significant issue I've experienced in the past year.

Friendly staff but rotating doctors frustrate me

Solid customer experience with friendly front desk team. The primary drawback is the rotating physician situation. Patients are frequently assigned different doctors without prior consultation, which can disrupt continuity of care. A more consistent approach to doctor assignments would enhance medical understanding and patient treatment effectiveness.