Lostock Medical Centre

Nurse listened and answered all my questions

I recently attended an appointment at the practice for a minor procedure. The nursing staff member who saw me demonstrated excellent patience and kindness throughout the visit. They took time to listen to my concerns and provided clear answers to all of my questions. I'm very grateful for the care I received.

Rude staff

Not the usual receptionist today, I think. The person covering could do with training in being respectful and choice of words.

Online booking system failed to register appointment

Submitted an online appointment request form as required by the current system. After two days had not received any confirmation. When contacting the surgery by telephone, I was informed the request had not been processed. The receptionist offered to add it manually, though this resulted in a Saturday phone appointment scheduled seven days after submitting the form. As I was unavailable that day, the appointment was rescheduled to the following Monday. I find the online booking system ineffective and am disappointed that phone consultations remain the standard offering several years after the pandemic. I believe the practice would benefit from reviewing its administrative processes and staffing arrangements. I would suggest prioritising improved management of existing patient care before accepting new registrations.

Long wait times and unhelpful reception staff

I would not recommend this practice based on my experience.

Receptionist rudeness and ignored appointment requests

This has been an extremely frustrating experience with my GP practice. I feel like my concerns are not being taken seriously, and whenever I request an in-person consultation, I receive a phone call instead, despite having difficulty communicating this way. Unfortunately, this preference does not seem to be respected. Additionally, I have found the reception staff to be unhelpful and unwelcoming. I would seriously consider switching practices if it were a viable option for me.

Convenient location with helpful appointments

I attend this practice for medical consultations. The service provided is of good quality. There is also a pharmacy conveniently located nearby.

Phone request sorted quickly at reception

A request for a repeat prescription submitted via email encountered technical difficulties, so a telephone call to the surgery was necessary instead. The matter was resolved promptly when speaking with the team directly.

Friendly staff but frustratingly slow for sick notes

If you need a sick note, be prepared for a lengthy wait at this practice. The staff members are pleasant and welcoming, however the administrative process appears to take considerable time.

Felt listened to and genuinely supported

The clinician demonstrated excellent listening skills and provided clear explanations throughout the consultation. The approach was kind and respectful, creating a comfortable environment during the appointment. The clinical assessment appeared accurate, and there was a genuine sense of care for patient health and wellbeing. I felt well supported and confident in the recommended treatment plan. Highly recommended. An outstanding healthcare experience overall.

Reception staff took my concerns seriously

A genuinely excellent practice. The clinical staff are very supportive and have offered all the help within their professional ability, even when my request required direct engagement with NHS services beyond their remit. The reception team are consistently patient and take enquiries seriously, and there is a particularly kind and helpful administrative team member who processed my request promptly and without hesitation. Overall, a very positive experience with a practice that clearly cares about its patients.

Confusing paperwork and unhelpful reception staff

I would recommend considering alternatives to this practice if possible. I have been a patient here for over a decade and the service was initially satisfactory. However, in recent times, nearly every interaction has resulted in problems that create unnecessary stress when I most need support. I was referred for blood tests at an external location, but upon arrival was informed that the surgery should have provided documentation that they failed to supply. When I contacted them afterwards, I was made to feel at fault despite the confirmation message stating no paperwork was required. I also received no explanation of what the test was investigating. The practice recently initiated treatment for high blood pressure. The initial medication caused physical side effects, so I requested an alternative. A replacement was arranged through a remote clinical service, but upon reviewing the information leaflet, I discovered it was contraindicated with another medication I take. A third medication was then prescribed and sent to a pharmacy, but it had been directed to a different location that was no longer operating, leaving me without treatment for several days. I have been scheduled for a follow-up appointment with the clinical service, but the timing conflicts with my work commitments. When I called to request a more suitable time, my request was declined. I was previously told I was eligible for a preventative vaccination due to a respiratory condition. An appointment was arranged coinciding with a kidney function blood test, and I was assured both could be done together. However, when I attended, the phlebotomist initially attempted to repeat a test from weeks prior. After I clarified the correct test and mentioned the vaccination, the situation became uncomfortable and the blood test was not completed. The phlebotomist indicated she was considering leaving due to workplace pressures. At reception, I was then told I did not qualify for the vaccination based on age criteria, contradicting what I had been previously advised. The overall standard of care has noticeably declined, which is disappointing given my previously positive experiences. I believe the clinical leadership should be made aware and take corrective action, as some staff interactions have been unhelpful and concerning practices appear to be occurring. I remain open to discussing these matters further. I am actively seeking an alternative provider and am considering formal complaints procedures.

Practice has improved dramatically since before

My experience has improved significantly. Everything about the service is now considerably better. I'm leaving my original feedback below, though it no longer reflects my current experience... I had a very poor experience when I first joined a few months ago. Across several family members, we were only seen by a paramedic rather than a GP across multiple appointments. Extended waiting times of over 30 minutes appeared to be routine, which felt unacceptable at the time.

Booking appointments is now much quicker

The practice has shown considerable improvement over the past year or so. I have experienced significant difficulties here previously, but I wanted to share that the service has been better recently. I have had both urgent in-person consultations and routine remote appointments, with blood tests arranged within the same week. I believe the service is performing well at present. While it remains busy, the team appears to be making genuine efforts, and I wanted to express my appreciation for this.

Reception staff unhelpful with appointment availability

The clinical staff member is excellent when available and I have no complaints about their care, however the practice itself requires significant improvement. The reception team appears to overstep their remit and lack the necessary knowledge. I was informed that updating my medical records would take longer than expected, with no clear timeframe provided, despite this being a straightforward administrative task. There were also instances where the wrong medication was administered and staff had to search for information about my visit, which was concerning. The reception staff are particularly problematic—they frequently tell patients there are no available slots despite the practice appearing quiet, and seem more focused on personal matters than patient care. The practice continues to operate using outdated systems from several years ago. Patient confidentiality is not maintained, as medication information is discussed openly within earshot of other patients in the waiting area. The overall experience has been disappointing, and I would recommend seeking alternative healthcare providers if possible. The clinical staff should consider reviewing and replacing reception personnel with individuals better suited to the role, as the current standard of patient interaction is unacceptable both over the phone and in person. This has been among the poorest experiences I have had with a medical practice.

Reception staff dismissive toward vulnerable patients seeking help

It is concerning how the front desk and administrative staff appear to handle vulnerable individuals who come in search of support, assistance, direction and care. The approach seems to potentially worsen existing health concerns, particularly those affecting mental wellbeing, and diminish confidence through inconsistent communication, unequal access to information regarding patient policies and procedures, with guidance appearing to differ between patients and across different occasions. The treatment extended to both patients and clinical staff alike appears dismissive and disrespectful. I do want to acknowledge that the clinical team themselves are considerate and professional (when administrative processes permit access to them).

Reception staff were dismissive and unhelpful

Poor service overall, with some of the administrative staff appearing dismissive and unhelpful. I felt the clinician was not fully engaged during my appointment, seeming distracted and mentioning other patients waiting. I had hoped to receive medication for the anxiety and sleep difficulties I was experiencing, but left without any treatment plan. Based on my previous positive experience many years ago, I found this visit disappointing and felt the care fell short of what I had anticipated.

Waiting a month for blood test results

The communication throughout this experience fell short of expectations. I was informed that my test results would be available within a couple of weeks, however a significantly longer period has elapsed. Despite making multiple attempts to follow up, I have been unable to obtain the results or receive a response to my inquiries.

Same day appointments made booking easier

Excellent service provided throughout. All clinical staff demonstrated professionalism and expertise. I particularly appreciated the availability of same-day appointments, which helped manage waiting times effectively. The reception team were consistently courteous and helpful whenever assistance was needed.

Practice still enforcing unnecessary covid restrictions

This practice continues to maintain limitations on in-person consultations. The experience has been frustrating, as obtaining an appointment proves difficult, with available slots often exhausted by the time contact is established, resulting in being directed to alternative services.

Inconsistent responses delayed my medical note

After multiple follow-ups over a fortnight, I received inconsistent responses regarding documentation I had requested. This level of service fell short of expectations.