James Alexander Family Practice

Confusing depot ordering process caused missed appointment

I have found this surgery to be extremely disappointing with concerning operational procedures. Previously, I was under the care of a mental health team in Manchester who would arrange for my regular medication to be delivered to the clinic, store it securely, and schedule my appointments at regular intervals. All I needed to do was attend. At this practice, appointments cannot be booked beyond 4-6 weeks ahead, the medication is not arranged by the surgery, and frequently there are issues when I attend. The expectation is that I contact them two weeks prior to request my medication, though I was initially told it would be delivered to the surgery, which proved incorrect. The call does not actually arrange the medication; instead, I must visit a pharmacy with a code to collect the injection myself. I am responsible for a valuable injection that is vital to my care. There is concern about what might happen if it were to be lost or damaged. Recently, I had a scheduled appointment but because I was under the impression the medication would be delivered to the surgery, I did not arrange it at the pharmacy. Now I must order it there, wait for delivery, and then attend my appointment. No written guidance or instructions have been provided, and the process has been explained poorly on multiple occasions. This is the worst experience I have had with a medical practice. I am considering changing practices once my current medication cycle is complete, though I acknowledge I may face similar challenges elsewhere. However, I would prefer not to continue with this surgery.

Admin team sorted everything quickly and pleasantly

We switched to this practice several months ago and are very satisfied with the decision. Our concerns have been promptly addressed by both the administrative staff and clinical team, and we have had no issues with the service. Everyone has been friendly and willing to assist.

Prescription dispensing took far too long

The prescription dispensing process was extremely slow. I submitted my request on a Thursday morning, but it wasn't forwarded to the pharmacy until the following Wednesday. When I inquired about the delay, staff were unable to provide a clear explanation.

Repeat prescriptions require constant phone calls now

I have several items on repeat prescription and since transferring from my previous practice, I find myself needing to contact the GP regularly to request reissues. The repeat prescription duration appears to have changed without clear communication—what previously lasted a year now seems to have a maximum validity of two months. Given that my ongoing health needs remain constant, this frequent reauthorisation process is inconvenient. There have been occasions where I've been left without medication due to processing times of at least 48 hours, and I felt there was insufficient consideration given to the potential health implications of medication gaps. This experience has been disappointing.

Friendly staff made switching surgeries worthwhile

I have been very satisfied with this practice and the friendly team since switching from my former surgery. The service has been excellent.

Staff refused to listen about prescription needs

This surgery has been a deeply frustrating experience and I would strongly recommend others to consider alternative options. The staff do not appear to engage with patient requests and are unhelpful in their approach. There are no online prescription ordering facilities available, requiring patients to telephone instead. Prescriptions are issued for varying lengths of time without clear communication, and patients are directed to ask their pharmacy about duration rather than receiving this information directly from the surgery. This inconsistency prevents the NHS app from functioning properly for prescription orders. I have repeatedly explained that the unpredictability of when prescriptions need reordering creates significant difficulties for me due to my neurodevelopmental condition. The surgery refuses to provide consistent monthly prescriptions and shows little understanding or empathy when these challenges are raised. I am concerned about how this system must affect other vulnerable patients, such as those who are older or experiencing memory difficulties from various causes. The consistent response is that prescription duration is entirely the prescriber's decision, leaving patients with no control over their own care arrangements. I submitted a formal written complaint but have received no acknowledgement or response.

App messages go unanswered for weeks

The clinical staff members are excellent, however my concern is with the digital platform that is frequently recommended for patient use. Messages sent through this system often go unanswered for extended periods, and it lacks the functionality to schedule appointments or request repeat medications. It seems counterproductive to encourage patients to use a service that appears to be inadequately monitored. It would be better to discontinue promoting it unless there are plans to improve responsiveness and features.

Hard to get through on the phone

On two separate occasions within the past half year, I contacted the practice seeking an appointment. During the initial call, I was informed that no slots were currently available and was advised to ring back the following day. On the second occasion, I was told that a clinician would telephone me at some point during the next day, but this call never materialised. The manner in which I was spoken to by the reception staff was quite dismissive, and I felt that there was little genuine concern shown regarding whether I would actually secure an appointment. Overall, the experience was deeply disappointing.

Receptionist gatekeeping makes appointments nearly impossible

I've been attempting to access medical appointments, but the initial booking process presents significant barriers that make it very challenging. The practice was previously of a higher standard, but the current experience has been disappointing. The focus appears to have shifted toward operational efficiency rather than patient care, and the overall quality of service feels inadequate. The waiting time of nearly three weeks for an appointment is frustrating and falls short of what would be considered acceptable.

Reception staff went out of their way to help

After relocating to a new practice in search of a surgery that would prioritise my care given my health circumstances, I have finally discovered one that genuinely does. I feel I have found not only an excellent practice but also one where I can feel assured that I am receiving support from a dedicated team of healthcare professionals who are committed to my wellbeing. The reception team consistently go above and beyond to be welcoming and supportive. I have experienced meaningful improvements in my mobility following adjustments made to my treatment plan during my initial weeks at the practice. The exceptional level of care has been consistently demonstrated by every clinician I have encountered since joining. The level of support and healthcare I have received has been truly humbling. I am very grateful.

Reception attitude varies depending on staffing levels

My recent visit to the practice went well overall. However, the quality of the experience seems to vary depending on the time of day and how busy the reception area is. When I called ahead, the team were helpful. That said, on one occasion when I attended in person, I found the staff member less friendly than usual. This may be related to how stretched the team is at any given time.

Switched practices after just a few months

Disappointing experience after a brief period with this practice. Currently seeking alternative healthcare provision.

Merged practice left me disappointed

Was transferred to this practice following a merger with another local surgery. Found the experience quite unappealing and would recommend looking elsewhere if possible.

Reception staff were dismissive and unhelpful

The reception staff demonstrated a lack of warmth and understanding. There were concerns about patients not receiving adequate attention and support during their visits.

Weekend appointments make scheduling easier

This is my preferred medical practice and I can confirm it is of a high standard. The availability of appointments outside standard weekday hours is particularly beneficial for those with demanding work schedules.

New practice didn't offer the promised evening appointments

As a former patient at Northpoint Medical Practice, I was informed that the relocated practice would offer improved appointment availability, including evening and weekend slots. I tried to book an appointment to obtain pain relief medication that had been previously prescribed by Northpoint Practice for a back-related issue. This request was declined, and instead I was offered an appointment with a physiotherapist, despite having already completed both private and NHS physiotherapy sessions. When I subsequently attempted to arrange an appointment with a clinician to discuss my pain medication, the earliest available slot was approximately four weeks away, during working hours, with no evening or weekend alternatives provided.

Pharmacist overruling specialist prescriptions unfairly

This practice has significant issues. The pharmacist appears to make decisions about whether patients receive medications that specialists have prescribed, despite not having direct patient contact. It seems inappropriate for a pharmacist to override a consultant's recommendations without seeing the patient themselves. When the practice merged, patients were assured there would be no impact on care quality, but this has not been my experience. I have faced considerable difficulties obtaining the medication I require.

Practice changed but consultation felt rushed and unheard

My experience at this practice since the recent change in management has been disappointing. I have attended two appointments, both with the same female clinician. During these visits, I felt the consultation style was dismissive and rushed. The clinician appeared disengaged, frequently interrupting me mid-sentence and seeming eager to conclude the appointment quickly. I noticed sighing during my explanations, which made me feel my concerns were not being taken seriously. The overall approach felt judgmental rather than supportive. As a result, I am seeking care elsewhere, as I do not feel confident in continuing with this practice.

Reception staff were dismissive and unhelpful

This practice is worse than my previous one, which is disappointing. The reception staff member was unhelpful and came across as unkind. Given that I am dealing with a serious health condition, I should not have needed to make multiple calls to check on the status of my medication through the practice pharmacy. It seems unfair that someone in that position would not extend the same courtesy and empathy they would hope for if a family member were in a similar situation. Additional training in patient communication would be beneficial.

Felt unheard until finding a listening doctor

I only attended this practice for one particular clinician who has since departed, and they were among the few healthcare professionals there who genuinely listened and provided meaningful support. Edit to add: since leaving this practice I've finally begun receiving care from a surgery that actually listens, considers test results comprehensively, takes my concerns seriously, treats me with compassion, and provides appropriate prescriptions when needed. My experience at this practice was deeply distressing and contributed significantly to my mental health struggles during that time.