Heswall & Pensby Group Practice

Terrible website with zero customer support

Utterly inadequate when it comes to service accessibility. The website appears unprofessionally crafted, with terrible user experience and numerous unnecessary obstacles preventing service access. They completely avoid phone interactions, instead providing an email contact that essentially translates to "go away and figure it out yourself." I'm genuinely perplexed about how individuals who aren't tech-savvy, particularly older people, could possibly navigate their system. Totally unacceptable

Caring staff made all the difference

Every single staff member at our Practice provides exactly the support I require, and they deserve the highest possible rating. This encompasses our entire team - from the physicians and nursing staff to the phone system operators, the front desk personnel, and even the behind-the-scenes staff responsible for our overall care and wellbeing whom we never directly interact with. Sincere appreciation ⭐️⭐️⭐️⭐️⭐️ Mr. James Anthony Neagle

Missed uti could have been fatal

My daughter submitted a patches request on a Thursday several weeks ago. She received an appointment for the following Saturday in Birkenhead. Attempting to secure an earlier slot due to her severe illness, she called the practice, only to be informed that the next available doctor's appointment would be the subsequent Tuesday. Fortunately, she sought out-of-hours care, where medical staff determined she was too unwell to be treated and immediately transferred her to Accident and Emergency. Her condition was critical, with a high temperature, elevated blood pressure, and irregular heartbeat. She was quickly admitted and started on intravenous antibiotics, having been on the brink of developing sepsis. Had she waited for the previously scheduled appointments, I strongly believe the consequences could have been fatal. Back in late February, she had initially contacted the doctors regarding a UTI, but they refused to see her and suggested visiting a pharmacy. The prescribed three-day antibiotic course proved completely ineffective. I am thoroughly convinced that this medical practice has failed her multiple times!!

Nurses saved me, but patches failed

The PATCHES system is utterly futile and worthless. How can individuals without internet or phone access schedule an appointment? I've witnessed elderly patients approach the reception, only to be essentially told to go away and call instead. I complete a PATCHES form, visit the GP, and the first thing they ask is 'how can I help?' THEY CLEARLY DON'T EVEN BOTHER READING THEM!!!! The cold, unfeeling doctors have reduced family members to tears by dismissing their suffering. The sole reason this review isn't a single star is because the nurses are absolutely fantastic! They genuinely read the PATCHES and truly demonstrate compassion. GPs/Receptionists = absolute zero. Nurses = perfect score.

Desperate for help with no support

Parter submitted a request for an appointment at 8:30 this morning, hoping for a Wednesday slot. When I called, I was informed that only emergency appointments remained. Despite my partner suffering intense pain, unable to sleep, and our challenging situation with three children, they still refused to provide an emergency appointment. The level of care demonstrated is utterly disgraceful.

Worst healthcare experience at heswall surgery

If there was a way to raise warning signals for patients about corruption and negligence within GP practices, this practice would undoubtedly deserve one. It wasn't always like this, and it's truly disappointing. This practice was once exceptional, where patients felt secure and fortunate to have GPs they could completely trust. Patients knew they would be heard, supported, and treated with respect and dignity. It was a practice you could literally entrust with your life. Not anymore. Heswall Surgery has transformed into an HPGP nightmare, ruined by condescending, arrogant, and disinterested doctors who judge and stereotype patients. Not everyone experiences this treatment, of course, only those deemed unworthy during assessment, seemingly not based on healthcare needs or symptoms, but on some arbitrary standard of care and support. These GPs start off eager and helpful, appearing to have patients' best interests at heart. Gradually, their attitude becomes rigid and bitter, which is palpable from the moment you enter their forced, pretentious, unwelcoming door. You sit listening to their self-righteous monologue while they google symptoms, completely disregarding the presented facts and potentially life-threatening conditions. This surgery was once the best in the area when old-school doctors practiced medicine. The initial doctor was thorough and reliable, with a no-nonsense approach. Now, the surgery is a mixed bag of incompetence, particularly at the senior level. What begins as a seemingly warm and welcoming practice with caring doctors transforms into negligence, with staff who simply don't want to be bothered. They punish patients for inconveniencing them by ignoring critical symptoms and warning signs that could impact mental, physical, and emotional well-being. They seem eager to dismiss patients quickly, then retreat to their quarters. Moreover, they don't just ignore signs; they manipulate them, hiding test results and concealing findings to deflect attention. Not all doctors are the same, however. One GP stands out as exceptionally kind and compassionate - so much so that there's practically a three-year waiting list for her appointments. She hasn't succumbed to the incompetence and narcissism of some of her colleagues. While not all GPs at the practice are problematic, those who are, particularly at senior levels, are deeply disappointing. Shame on those doctors who have lost sight of their fundamental purpose.

Frustrating doctor's appointments with no access

I've been with this practice since the era of Dr Chalmers and Dr Foggin, reminiscing about times when booking an appointment was straightforward and you actually got to see a physician! These days, we're left with a website featuring a "meet the team" page - likely the closest you'll ever come to encountering these doctors in person. The current GP team seems particularly elusive. I implore them to reconsider their appointment system, which currently feels completely nonsensical, and implement a method that genuinely allows patients to consult with a GP face-to-face.

Prescription nightmare from start to finish

Completely ineffective service with their digital medication refill system, consistently dropping the ball on prescription transfers. Communication is limited to front desk staff, leaving patients frustrated and anxious about their healthcare needs.

Dismissive staff ignored elderly patient's pain

This medical practice on the Wirral represents the absolute lowest standard of patient care. An elderly woman of 81, having suffered a fall at home, approaches the reception seeking urgent medical attention, clearly distressed and exhibiting serious symptoms like coughing blood, facial swelling, and intense right-side pain. The receptionist's heartless response is simply to tell her to go home and call back later. An elderly, vulnerable patient standing right in front of them, visibly suffering, is coldly dismissed without any compassion or immediate assistance. Ultimately, this frightened and pained senior citizen was forced to transport herself to the emergency department out of sheer desperation and concern for her health. The lack of empathy and basic human decency displayed by the staff is absolutely appalling. This medical practice should be thoroughly ashamed of their abysmal service and the callous individuals they have employed. Their conduct is nothing short of a complete professional disgrace.

Kind staff helped me through tough time

The general practice staff and healthcare professionals at the surgery have been incredibly compassionate and supportive, which means a lot to me, particularly given my role as a caregiver for my father.

Nightmare process with unhelpful staff

Absolutely dreadful. Their policy requires submitting forms and gathering SARs paperwork directly from front desk staff who frequently display rudeness, superiority, and a deliberate lack of cooperation.

Terrible reception with zero compassion

I've encountered the most discourteous front desk personnel imaginable. They demonstrate zero willingness to assist. My heart genuinely aches for vulnerable patients without family support who are completely voiceless. Attempting to communicate with anyone beyond the front desk personnel proves futile - they consistently claim they're prohibited from connecting you with higher management. I implore these receptionists to consider their own future: they too will eventually age or become unwell and might desperately require compassionate assistance. Examining these consistent complaints, it seems imperative that a senior staff member recognize that such widespread criticism cannot be dismissed and demands immediate intervention.

Phone scheduling was a real headache

Scheduling a phone consultation proves challenging and frustrating.