High Pastures Surgery

Poor : ( as at point of sale) euphemism for customer, servi

Constant battle to get, a prescription on time. Despite using the NHS “ app”, upon checking the “app” to verify if my, prescription has been approved. Also instructing the practice, of my choice to pick up the prescription, waiting the appropriate time lapse. Lo and behold the prescription is not available. Watching the so called,”Navigator “ scramble around for the non available prescription, hearing the nonsense excuses, always its been sent electronically ( into outer space via high pastures space centre 🛸) beam me up doc !! . Maybe it’s the drones fault???.

Ring back system dropped me from queue repeatedly

Had a very frustrating experience today with the appointment callback system at the practice in Maghull. I waited considerably longer than expected for a callback, and encountered a significant issue where reaching the front of the queue resulted in being disconnected and losing my place, requiring me to rejoin and wait again. This was extremely disappointing. When I raised my concerns in person at the practice, I felt the response was dismissive and that my complaint was not taken seriously, leaving me feeling let down. The practice communications suggest improvements have been made, though I did not observe evidence of this. Overall, the system does not appear to work in patients' favour and I found the entire experience unsatisfactory.

Long waits on phone despite appearing first in queue

I have been a patient at this practice for over two decades. The standard of care provided to the local community has noticeably deteriorated from its previously respected reputation. The administrative and reception staff, who are designated as 'Care Navigators', do not appear to provide the supportive guidance their title suggests. - Appointments with clinicians are infrequent, as most patients are directed to see Associate Physicians rather than doctors. Whilst some of these practitioners are competent, they lack medical qualifications, which can result in ongoing or complicated health matters being handled inconsistently. - Requests for medical records are problematic, as some clinicians appear to leave these requests unprocessed for extended periods. I have personally experienced months of delays whilst repeatedly following up. The administrative team either fail to respond or claim they are unable to contact or escalate matters with clinicians. This explanation seems questionable given their role. - Patient allocations to clinicians are changed without prior notification, even when a long-standing relationship exists. - The appointment booking systems are frequently altered between different platforms such as eConsult and Blinx, which lack user-friendliness. It would be reasonable to expect a unified booking method through the standard NHS application. - Telephone access is problematic. Despite being first in the queue, wait times can exceed 45 minutes. Visiting the practice in person whilst on hold reveals staff present but seemingly unavailable, yet technical issues are cited as the cause. - Correspondence from specialists regarding ongoing care is not properly documented or added to medical records, necessitating follow-up to ensure necessary medications are obtained promptly. - Repeat prescription requests frequently show as declined on the NHS App, but upon inquiry, staff indicate this is an error. This occurs repeatedly. - Seeking second opinions elsewhere is advisable if uncertain about clinical decisions. Private consultation may be worthwhile if accessible. I experienced a significant health concern that was not identified. I remain with this practice primarily due to familiarity, despite considering alternatives.

Hard to reach despite good clinical care

The clinical staff at this practice are of high quality, however accessibility by telephone is problematic. I have experienced lengthy waiting times on hold followed by frequent disconnections. The most reliable method of contact appears to be visiting the practice directly. This communication difficulty is disappointing as it detracts from the otherwise positive aspects of the service. Over an extended period, I have not been able to successfully reach anyone by phone.

Reception made booking appointments straightforward

I have consistently been able to secure appointments without difficulty. The reception team has always been accommodating and supportive.

Complaint ignored for months, phone lines impossible

I found this practice to be quite disappointing. I submitted a complaint via email to the management team approximately two months ago and have yet to receive any response. When I contacted the reception team recently, I was informed that there is apparently no specific timeframe for responding to complaints. I attempted to reach the practice by phone on two separate occasions today. During my second attempt, I waited for an extended period before the call was disconnected. While waiting at the surgery, I was told that the practice was experiencing staffing difficulties and had limited personnel available to handle incoming calls. I was quite concerned by what I perceived to be the practice's overall approach to patient care and communication.

Surgery has really improved its service

I have had an excellent experience with this surgery over the past year or so, and I feel it has improved significantly over the last couple of years. The staff are outstanding, helpful, and polite, and I have found them particularly impressive.

Thorough care and felt properly listened to

I have undergone several tests recently and have been receiving care from a healthcare professional at this practice. The clinician has demonstrated professionalism, compassion, and diligence throughout my treatment. My overall experience with this practice has been excellent.

Reception staff made us feel genuinely heard

Had another wonderful visit. Attended an appointment today with my daughter and, as has been the case each time previously, was met with warmth, professionalism, and authenticity. I cannot praise the clinical team highly enough, particularly those I have engaged with over recent months. The NHS would benefit greatly from having more staff members like these individuals, who genuinely listen, demonstrate understanding, and treat patients with respect. Thank you for ensuring that my family's visits have been positive and occasionally enjoyable. Your efforts are truly valued!

More chance winning the lottery than getting an appointment

The online appointment system is available from 8am, I tried to get an appointment yesterday and was unable to access the system. At 8.08am this morning I tried again, only to get the message that I can try again tomorrow. This system is an absolute joke, only I'm not laughing, I have to go back to work tomorrow, so will have to wait until next Monday to try again. I started using this surgery 4 years ago, due to good reviews, but found it consistently lacking in care and quality since the get go. Find somewhere else if you are looking for a new GP.

Felt unheard by the reception team

I'm uncertain why this role is titled as it is, as my experience suggested the staff member was unwilling to listen and appeared indifferent to my concerns.

Team here works well with specialists

We have delivered specialist physiotherapy services to numerous patients registered at this surgery, and they have consistently provided positive feedback about their care. Based on our experience collaborating with various local medical practices, we have found the team here to be particularly engaged and supportive in working alongside us to benefit their patients.

Smooth booking and friendly flu jab appointment

Received a vaccination appointment on Friday without any difficulty in the booking process. The nursing staff member was welcoming, competent, and maintained the scheduled appointment time throughout the visit.

Reliable healthcare: A long-term patient's view

I've been a loyal patient at this practice for quite some time now, and I must say, my experience has consistently been top-notch. The physicians and support staff alike have consistently demonstrated a high level of professionalism and competence in their respective roles. Their willingness to assist and their expertise have always left a positive impression on me. Based on my long-standing relationship with this medical office, I wouldn't hesitate to recommend their services to anyone seeking quality healthcare. Prospective patients would likely find themselves in capable hands here.

Frustrated patient slams clinic's appointment policy

For the past week, I've been experiencing excruciating pain in my upper arm, which I initially dismissed as a pulled muscle. However, the discomfort has intensified, making everyday tasks like changing gears, brushing teeth, getting dressed, and even opening bottles unbearable. The appearance of a lump finally prompted me to seek medical attention. At 8 AM this morning, I attempted to schedule an appointment with my doctor, only to be informed that they were exclusively seeing patients for "certain conditions." Apparently, my situation didn't meet their criteria. Their sole suggestion? "Visit the walk-in clinic!" This treatment is nothing short of outrageous. As someone who rarely seeks medical care, I find it appalling to be essentially told that my pain isn't severe enough to warrant a doctor's attention. The fact that this decision was made by a non-medical professional adds insult to injury. High Pastures, your policies and procedures are utterly unacceptable. The way you've handled this situation is disgraceful, and you should be ashamed of yourselves. Your service doesn't even merit a single star rating.

Couldn't get through to arrange a consultation

I have been unable to schedule a consultation even after providing available times for contact through the practice website.

Couldn't get through on the phone

Quite disappointing.

Disastrous care and service at local surgery

I've been a patient at this medical practice for quite some time now, and I must say, the experience has been consistently disappointing. Securing an appointment with a physician seems nearly impossible, and the front desk staff's lack of assistance only exacerbates the situation. My elderly parents have unfortunately encountered similar subpar treatment. After weeks of futile attempts to schedule an appointment for my mother, she was left with no choice but to seek care at the emergency department on three separate occasions. Even after two months, her medical concerns remain unresolved. To make matters worse, a receptionist discarded crucial test results that were specifically requested by the physician assistant, claiming they weren't authorized by the doctor. If there were an option to rate this practice below one star, I wouldn't hesitate to do so. I've made the decision to switch healthcare providers and file a formal complaint regarding the unacceptable level of care and service we've received.

Exceptional care from professional staff

I had an outstanding experience at this medical practice. The entire staff exhibited a high level of professionalism and were incredibly accommodating. I was seen by a physician assistant who provided exceptional care. Her expertise and attentiveness were so impressive that I felt I received top-notch treatment, comparable to what I would expect from any of the practice's doctors. The level of service and care I encountered left me thoroughly impressed and satisfied with my visit.

Chronic delays: Hour-long waits frustrate patients

I consistently experience significant delays in receiving attention. On multiple occasions, I've been forced to endure hour-long waits, which has become a frustrating pattern. The chronic tardiness in service has left me thoroughly dissatisfied and questioning the value of my time spent here.