Lostock Medical Centre

Booking appointments here is frustratingly difficult

I had the opportunity to see one of the clinicians at the practice. They demonstrated strong clinical skills and knowledge. The nursing staff were also competent and professional. This positive experience with the clinical team led me to revise my rating from 1 star to 4 stars. However, the appointment booking system remains problematic. When attending in person to schedule an appointment, the reception staff prioritise incoming telephone calls and allocate slots to callers. When attempting to book by phone, there are significant wait times in the queue, even when calling repeatedly from the moment the practice opens.

Thorough investigations and helpful alternative appointments available

I have consistently found this practice to be very supportive and helpful. They were comprehensive in conducting the health investigations I required and made a suitable referral to the appropriate service without unnecessary delay, keeping me informed throughout the process. I appreciated the flexibility of being able to consult with different members of the clinical team, such as practice nurses or paramedics, who are capable of assisting with many matters that a doctor could address. Having worked within the NHS myself, I understand the challenges that come with operational pressures, workforce constraints and limited funding, but based on my own experience, I would be happy to recommend this practice.

Unhelpful staff made me feel dismissed

This practice has proven to be exceptionally unhelpful. The staff were notably discourteous and provided minimal assistance.

Booking confusion led to cancelled appointment

I had booked an appointment with the GP I felt most comfortable seeing. When I arrived for my slot, I was informed I would be seeing someone else instead. I was also told that this particular GP doesn't work on Tuesdays, which left me confused about why I had been scheduled for a Tuesday appointment several weeks prior. The receptionist indicated that a phone consultation with my preferred GP might be possible, though I questioned how certain clinical procedures could be carried out remotely. When I asked to book a future in-person appointment with the GP of my choice, the receptionist repeated the same information about phone consultations multiple times. Frustrated by this back-and-forth, I decided to leave without completing the booking. I remain disappointed by what felt like an avoidable scheduling issue and poor communication about available appointment options.

Reception staff were dismissive and unhelpful

I contacted the practice this morning regarding an urgent scan appointment. The receptionist's response was disappointing and unhelpful. Their manner was dismissive and unkind. I felt the interaction could have been handled with much greater professionalism and courtesy. The practice would benefit from reviewing their front desk customer service standards.

Reception gave conflicting information about walk-in appointments

I contacted the surgery by telephone on a Thursday afternoon to enquire about attending for a routine injection that I require on a regular basis. During the call, the receptionist informed me that appointments were not necessary and that I could attend as a walk-in. When I sought clarification about whether I would be seen by a nurse, I was told that a GP would be available instead, though they could not specify which one. I was assured that I could simply arrive at any time. The following day, I rearranged my schedule and visited the surgery in the early afternoon. Upon arrival, I asked about being seen by a GP. The receptionist initially explained that all GPs were out on visits and that walk-ins were not being accepted. I referenced the information I had been given during the previous day's telephone call. At this point, another member of staff approached and addressed me in a manner I found to be rude and aggressive. This person spoke over me repeatedly, preventing me from completing my explanations. I felt uncomfortable and uneasy throughout this interaction. I attempted to show evidence of the previous day's call time, and I asked how many staff members had been present during that call. The staff member responded dismissively and raised their voice. The interaction continued with an intimidating tone that made me feel anxious. Inappropriate language was used, which was then repeated back to me by the receptionist. The receptionist stood up with aggressive hand gestures and used the same language in response. I decided to leave the surgery and indicated that I would be submitting a formal complaint.

Reception staff were dismissive and unhelpful

The reception team displayed unprofessional and discourteous behaviour. There are concerns regarding confidentiality practices at this surgery, with instances where patient information appeared to be discussed inappropriately. It is advisable to be cautious about what personal details are shared, as data protection protocols do not appear to be consistently followed.

Couldn't book appointment in advance

I attempted to schedule an appointment in advance but was informed that advance booking was not available and that I would need to contact the practice on the day of my visit instead.

Phone queues make appointments impossible to reach

When you eventually reach the surgery, the experience itself is manageable, though I'm writing this review while currently waiting on hold to speak with someone. I began at position 8 in the queue, and after one hour and twenty minutes, I've only progressed to position 3. This means approximately eighty minutes were needed to process just five calls. It appears the practice may be operating with insufficient staff numbers, or perhaps there's a lack of concern for patient wait times—I'm genuinely uncertain which applies. My expectation is that once I finally connect, there will likely be no available appointments, leading to the same frustrating cycle repeating the following day. For those seeking reliable GP services, I would recommend exploring alternative options. Unfortunately. UPDATE: After ninety minutes on hold, I eventually spoke with reception staff who suggested I attempt to book an appointment the next day instead. Consistent with other feedback about this practice, the service standards appear inadequate and the practice does not seem equipped to meet patient needs effectively. I have previously raised concerns about service quality, though my complaints did not result in meaningful change. The current staffing and management structure does not appear sufficient to address these systemic issues. The gap between available resources and service delivery remains a significant concern.

Impossible to get an appointment here

Getting an appointment here is extremely difficult. I had to wait a considerable amount of time just to secure a telephone consultation, and even now there is no clarity on when that call will take place. This is very frustrating and I would not recommend this practice to others.

Helpful doctors let down by reception staff

The clinical staff are excellent, however I found the reception team to be unhelpful. I received inconsistent information on different occasions, and felt that some members of the reception team displayed poor attitudes and seemed lacking in knowledge about practice procedures.

Reception staff didn't seem to care about urgent needs

The service has been disappointing, as whenever I've needed urgent care for myself or my family member, I've been directed to the emergency department rather than receiving support at the practice. The wait times have been difficult to manage while experiencing discomfort. Some of the reception staff have seemed indifferent to my concerns. I struggled to obtain assistance with a straightforward medication issue that I felt could have been resolved more easily at the practice level. 😪😪

Phone queue delays left me without support

I am extremely disappointed with the service at this practice. I waited an extended period trying to reach someone by telephone. When I finally connected, I was told someone would contact me back, but that call never materialised. I tried again, and was assured my matter would be escalated to the clinician immediately, yet still heard nothing. Frustrated, I visited the surgery in person to explain my ongoing distress and lack of medical attention. I received another apology and promise of urgent contact from the clinician that same day. However, several days have now passed without any response whatsoever.

Early morning booking gets you same-day appointments

I have found this medical centre to be excellent. Yes, if you want an appointment, you need to arrive early in the morning, and you will be able to get seen that same day. The reception team are really helpful and friendly. I attended recently and the staff member at the desk was courteous and supportive. The clinician I saw was professional, understanding, and caring, with a genuine focus on patient wellbeing. Thank you to the clinician and all the staff at the practice. 5 stars 🌟

Long phone queue before being told appointments were full

This clinic should improve its phone line management, as callers were kept waiting in the queue from early morning until mid-morning only to be informed that all appointments were fully booked. It would be more considerate to have the phone system indicate at the point of cutoff that no further appointments are available, rather than requiring callers to wait to hear this from reception staff. While I understand the NHS faces significant pressures and staffing challenges, this approach feels inconsiderate to those waiting in line. It seems contradictory when there are discussions about resource constraints, yet simple system changes are not implemented. The clinical staff at this practice are competent and professional, though the administrative processes could benefit from improvement.

Felt dismissed and unheard during appointment

Where do I even begin... I decided to visit the surgery after six years of dealing with recurring back and shoulder pain to seek a referral. During my appointment, I found the clinician's manner to be quite rude, dismissive, belittling, abrupt, impatient, and intimidating. The questions posed felt unhelpful, such as asking what I expected them to do, suggesting they might not be able to help, and presenting limited options in a somewhat confrontational way. I found this appointment particularly unsettling given that the clinician acknowledged this was my first visit in six years, yet the approach seemed dismissive of my concerns. I felt the clinician's conduct fell short of what I would expect from someone in their profession. Another clinician I saw displayed similar traits, though to a lesser degree. However, I felt uncomfortable with the personal information they shared during the appointment, which seemed inappropriate in a clinical setting. Their demeanor suggested they may have been dealing with personal difficulties. I don't think I have much more to add to this review. Thank you

GP charged for urgent post-accident appointment

I experienced a significant vehicle incident on Christmas day, during which emergency personnel attended the scene and assessed my condition. I subsequently contacted my general practice to report what had happened. When I called, I was informed that there would be a consultation fee of £23 to see a clinician. I found this approach to be inappropriate and felt it represented an attempt to generate revenue rather than provide necessary care.

Impossible to book appointments through overwhelming phone queues

Getting an appointment at this practice is extremely challenging. When calling at opening time, there are typically many people already in the queue ahead. Even if you manage to connect, you are often informed that all available slots for that day have been filled and advised to try again the following day. Should you be considered for an appointment, it is usually offered as a telephone consultation with an approximate time, but only after the reception staff have inquired about the reason for your visit. When the consultation eventually takes place, the experience feels dismissive and leaves you feeling as though you are imposing on the clinician's time. Despite pandemic-related restrictions no longer being in place, the practitioners at this surgery appear reluctant to conduct in-person appointments and predominantly work remotely. This approach raises concerns about the quality of care, as remote consultations may limit the ability to provide thorough assessments and appropriate clinical recommendations.

Reception queue system needs serious improvement

This practice's reception experience falls significantly short of expectations. The queue management system appears ineffective, and the reception team's approach to patient assistance seems unhelpful. An automated booking system or online appointment platform might provide more convenient access than the current staffing arrangement. The fixed opening hours starting at 8 o'clock do not align well with patients' actual healthcare needs, which can arise at any time.

Helpful and understanding despite running late

The best healthcare professionals I've encountered, incredibly supportive and compassionate. Even when I've arrived later than scheduled, I've still been seen and treated with care. I would fully recommend this practice 👌