Millgate Healthcare Partnership

Practice ignores test results and blocks repeat prescriptions

Asked by the practice to leave an online review, which I found rather bold of them. Would I recommend this GP practice? Absolutely not. I was dealing with a significant sinus infection during my pregnancy while also managing asthma, and felt the practice handled this poorly. The staff seemed to make repeated excuses regarding my daughter's medication and why it couldn't be arranged on a repeat prescription, despite the hospital confirming it could be set up this way. Whenever I've needed an appointment, I struggle to secure one, or I'm faced with lengthy waiting periods even for routine blood tests. On top of this, when my test results come back, the practice doesn't proactively discuss them with me—I have to follow up and chase the results myself. I believe there's significant room for improvement.

Easy to get appointments when needed

I am consistently able to obtain an appointment when required, given my medical background.

Phlebotomist made needle procedure painless

I recently attended an appointment for a blood test and was pleasantly surprised by the experience. Despite my anxiety about needles, the procedure was virtually painless with only a minimal sensation. The healthcare professional who assisted me demonstrated excellent technique and professionalism throughout. I understand they have also provided care to my partner previously, and we both feel they are among the most skilled and compassionate staff members at the practice. Their attentive approach to patient care was much appreciated, and I would recommend them without hesitation.

Hard to book but staff are helpful

It's not always possible to secure an appointment when needed, though the practice is consistently willing to assist when contact is made.

Long wait and wrong location mix-up frustrated me

I had to wait nearly two weeks for an appointment after making my request in the week before Christmas, though I understood the timing given the holiday period. The whole experience felt disorganised from the start. Once I finally secured an appointment, I attended what I believed was the correct location based on my written confirmation, only to discover I had been directed to the wrong site. I then travelled to the alternative location, where I encountered further delays. The check-in process was slow as the booking system was unavailable, and with only one receptionist managing the desk despite several others being present, the wait was extended further. The receptionist was engaged in a lengthy discussion with another patient regarding prescription details, which added to the overall delay. When I eventually checked in and raised concerns about my experience, I felt my request for a formal complaint was met with surprise and dismissal. I requested that a manager contact me to discuss the matter, and notes were taken at the time. However, I am still awaiting that callback regarding my complaint. On a positive note, the clinician I consulted with was approachable and professional, which helped restore some confidence in the service.

Fast appointments and friendly reception staff

Excellent practice with a wonderful team. Appointments are consistently easy to obtain.

Straightforward appointment booking process

Excellent experience.

Difficult to reach appointments and hearing needs ignored

I found it quite challenging to arrange appointments to speak with or see clinical staff. I repeatedly informed a team member that I prefer not to receive calls on my mobile phone, as I have difficulty understanding conversations through that medium. Text messages and landline calls work much better for me. I feel the practice would benefit from staff training on communicating effectively with patients who are hearing impaired, such as speaking at a slower pace. It was frustrating when staff acknowledged my request but then continued speaking at the same speed as before, which didn't address my actual communication needs.

Efficient and well-organised appointment booking

Excellent and highly efficient service.

Felt listened to and treated professionally

I had a positive experience and found the service to be conducted in a professional manner.

Consistent care over two years

Throughout the past couple of years, I have consistently received outstanding care and service from this practice.

Got seen on time without the rush

There were no difficulties obtaining an appointment slot. The consultation took place at the scheduled time without delays. The clinician did not appear pressured or hurried during the visit. The experience concluded positively with satisfaction regarding the results of the appointment.

Reception staff could use better training

The reception team would benefit from improved training, as some staff members appear to lack sufficient knowledge in their roles.

Staff were helpful and kind throughout

Excellent service. The staff and healthcare professionals were very helpful and kind.

Seen on time by the consultant

Excellent. I was seen promptly during my appointment with a musculoskeletal specialist.

Helpful response cleared things up for me

I appreciate you getting back to me with a response. It was helpful to receive that communication. I now have a clearer understanding of my circumstances and feel better informed about my situation. I'm going to explore ways to manage my concerns going forward.

Quick appointments and prescriptions sorted easily

I consistently find it straightforward to obtain appointments and have prescriptions processed without significant delays.

Quick response to my email request

I was very pleased with the service provided by the surgery. After submitting my request earlier in the day, I received a prompt telephone response that same afternoon. The staff handled my inquiry efficiently and addressed my concerns to a high standard.

Blood test done right first time

I attended for a blood test and arrived at my scheduled time. The procedure was carried out very efficiently, with the sample obtained on the first try. I was extremely satisfied and grateful for this experience, particularly as I recalled a previous occasion at another facility where multiple attempts were needed, which had been uncomfortable and distressing.

Quick appointment with no waiting time

The appointment went really well and the healthcare professional was excellent. I didn't experience any waiting time.