Morecambe Surgery

Reception staff caused unnecessary distress during call

I notice that the reviews here frequently receive responses suggesting complaints be directed to the practice manager, but in my experience this approach has not been effective. During a recent interaction, a member of the reception team disagreed with information I had received from my doctor and became quite argumentative, which caused me significant distress and triggered a panic response. The call was then terminated while I was in this state. When I phoned back requesting to speak with someone else, I was told I would be transferred but the line was disconnected again. I subsequently submitted a formal complaint to the management, which was not acknowledged within the expected timeframe. When a response eventually came, following my mention of escalating to the ombudsman, it did not address my complaint but instead revisited my original medical concern from before the reception issue occurred. There are numerous complaints visible here about reception staff, with considerably fewer about the clinical team, which I would say is fair as the medical professionals are generally satisfactory. However, the reception team here appear to cause more difficulties than assistance. Having worked in customer service across various sectors for many years, I have not encountered service standards as poor as those I have experienced at this practice.

Receptionists were rude and dismissive throughout

I have had a very negative experience at this practice. There have been ongoing communication issues, and I found the reception staff to be unwelcoming. I have decided to leave the practice. I felt that interactions were frustrating and left me feeling blamed. As a pregnant patient, I would not recommend this practice to others. However, I did find one particular clinician to be excellent, whereas I felt other staff members fell short of expectations.

Quick response to econsult and thorough listening

I submitted an online consultation request in the late afternoon. Reception contacted me to arrange an appointment for the following day. What a wonderful experience! The clinician took time to listen carefully to my concerns, examine my symptoms, review my medical background, and discuss a path forward with me. Most importantly, I felt treated with genuine kindness, patience, and care. This is exactly what you hope for from healthcare professionals. An exceptional appointment. Thank you 🙏

Appointment booking system needs urgent fixing

I found this practice to be quite frustrating. I was given appointment slots that didn't appear to be properly recorded in the system. There was also an issue with incorrect information being provided to a specialist service. Overall, my experience left me feeling disappointed with the organisation and reliability of the service. When I was advised to book an appointment to discuss these concerns, it felt dismissive given that I had previously attempted to do so and was told no appointment had been made, despite my efforts to arrange one.

Felt dismissed and not properly examined

An artificial intelligence chatbot would provide better medical care than what I experienced at this practice. I would not be shocked to discover that the clinical staff here rely on such technology.

Communication barriers made my query worse

I contacted the practice this morning to inquire about a particular care option. I was connected with a staff member with whom communication proved difficult, and I was told I would be transferred to speak with a doctor. Instead, I received an automated message that did not address my query. I found this experience frustrating and would suggest that others carefully consider whether this practice meets their healthcare needs.

Reception staff were dismissive and unhelpful

The reception team displayed a notably unfriendly manner.

Staff hung up mid-conversation without listening

The staff members were discourteous during interactions. Conversations were cut short before completion, and discussions felt hurried. When concerns were raised about these experiences, they were not handled with appropriate consideration and appeared to be disregarded.

Staff made me feel heard and supported throughout

I have been registered with this GP practice since childhood and have consistently found the team to be supportive, compassionate and accommodating in their approach. Despite the practice evolving over time, the staff have maintained their commitment to delivering quality NHS care. The clinical staff are particularly approachable and empathetic when discussing health concerns, and they manage to keep consultations positive and reassuring, even when initial worries felt significant. The reception team are exceptionally friendly and have provided valuable assistance in the past, helping me understand how to engage with service improvements and providing clarity on timescales and escalation routes when needed. They have worked creatively to find practical solutions for me, including during challenging circumstances such as medication issues while away from home, with remote consultation options proving especially helpful. I am grateful to the practice for maintaining service continuity through recent challenges and continuing to uphold good standards of care despite the broader pressures facing the NHS.

Staff took time to listen and investigate

The staff at this practice are excellent. The clinician I see consistently provides attentive care and takes time to properly investigate any health concerns I raise rather than dismissing them.

Grateful for the attentive care received

They are absolutely wonderful and I am so thankful for all the support they have provided me. Thank you so much!!!

Reception staff didn't listen or take notes

I felt compelled to leave this medical practice after experiencing prolonged delays with a specialist referral over a nine-month period. What I needed was straightforward information and direction regarding private treatment options for my condition. The extended timeframe represented what I perceived as inadequate service delivery, and I found the reception team's approach frustrating—they seemed inattentive and prone to making assumptions rather than carefully listening to my concerns. While the facility itself may be physically accessible, I felt the reception staff lacked awareness and knowledge about disability-related needs, which created significant communication barriers and made managing my healthcare more challenging across all interactions with the practice.

Reception staff ignored me during long wait

Attended an appointment at the scheduled time but experienced a significant wait of over half an hour before being seen. When I approached the reception desk to inquire about the delay, the staff members did not acknowledge me and appeared to be engaged in a personal conversation about furniture.

Friendly receptionists made booking straightforward

Excellent and efficient management with friendly and helpful front desk staff. The clinical team members are professional, kind and genuinely dedicated to caring for their local community, consistently going the extra mile when patients need support. Thank you.

Reception staff were dismissive and rude throughout

I had a deeply unpleasant and distressing experience at the surgery that has left me very disappointed and anxious. Last month, I received a call from a receptionist asking me to schedule a cervical screening appointment. I explained that I needed to check my availability and would call back to confirm a suitable time. However, the receptionist continuously pushed me in a manner I found rude and condescending, repeatedly asking, "So you don't want to do it? Is that what you're saying?" I made it clear that I would get back to them, but their tone was so aggressive that I hung up feeling uncomfortable. When I called back to ask for more information and clarity to feel more confident about the appointment, the receptionist was dismissive and gave vague responses. Despite this, I went ahead and booked the appointment but eventually cancelled because the lack of empathy and professionalism made me too anxious to proceed. I no longer felt comfortable receiving care from a practice that treated me this way. Unfortunately, this negative experience continued during my recent consultation with my GP. When discussing my health, my GP asked why I hadn't completed my cervical screening. I explained the distressing conversation I had with the receptionist, which made me too anxious to proceed with the appointment at their practice. Instead of showing concern, listening or understanding, my GP interrupted by dismissing my concerns, saying the situation was exaggerated and that staff were working hard. My GP also suggested that the receptionist's behaviour shouldn't have prevented me from attending the appointment and questioned whether I had ever worked in reception, as if that excused the lack of basic respect and empathy. The sheer lack of understanding left me speechless. By the end of the appointment, my blood pressure had risen to elevated levels, with an increased heart rate. I was so anxious about the way I was treated that I couldn't even focus on my health issues. This situation has been particularly difficult for me. I have paid fees to ensure I receive proper care when unwell. The fact that my GP questioned my work experience was irrelevant and dismissive. You don't need to work at a reception desk to know how to show empathy and care, especially when dealing with patients who might already be feeling vulnerable. My GP's lack of care and professionalism was beyond disappointing—it was truly the worst experience I've had with any medical professional. To make matters worse, the surgery has posters stating they don't tolerate rudeness, yet my experience suggests otherwise. The whole situation remains shocking to me, and I still feel anxious and stressed about what happened. I strongly do not recommend this surgery to anyone. Your health and peace of mind deserve better than this. If you care about being treated with empathy and respect, look elsewhere.

Staff responded quickly to my concerns

All the staff members are genuinely kind and very helpful. They respond promptly to any concerns and are always willing to assist. This is the best surgery I have ever been registered with. The clinician I saw was really courteous and demonstrated a good understanding of my concerns.

Receptionists were dismissive about urgent medication needs

This practice has not met my expectations. I found the reception staff to be unhelpful and dismissive when I called. My prescription request took over a week to process, and when I followed up about the delay, I was told to simply wait longer. I was concerned about running out of medication, but my worries were not taken seriously. I was advised to attend A&E if the matter was urgent. I have significant concerns about the standard of service provided here and question whether this practice is meeting the standards expected of NHS services.

Reception staff were rude and unhelpful

The service across all levels has been deeply disappointing. To highlight some concerns, the experience has felt: Disrespectful, lacking in professionalism, and unhelpful. I would urge the practice to consider what it is like to be a patient in genuine need of support and care. I find it difficult to understand how this practice continues to operate in this manner. I worry that the quality of service may have serious consequences for patient wellbeing and outcomes.

Booking appointments felt dismissive and unhelpful

I would advise against attending this surgery, particularly when locum staff are present, as I felt the care provided was inadequate and dismissive. I was initially told my weight changes indicated a specific eating condition, but after multiple visits with ongoing discomfort, I was given various explanations including a viral infection and muscular issues, with repeated anti-inflammatory prescriptions. Following admission, I received a diagnosis of inflammatory bowel disease, though I later learned the prescribed medication had caused stomach ulceration. Upon discharge, I requested a referral for nutritional support, which I was told would be arranged, but no referral materialised within two weeks. During a subsequent appointment regarding medication side effects affecting my sleep, I spoke with a staff member who suggested I research sleep hygiene techniques online. When I expressed concern that this advice seemed insufficient and mentioned my NHS background, I felt dismissed rather than supported. The staff member suggested that if I was unhappy with the care, I should seek private treatment instead. Given that I experience anxiety and depression, I found this response unhelpful and potentially harmful. When I asked for the staff member's name, the conversation ended abruptly. Overall, I believe this practice has made multiple errors in my care. My hospital specialist subsequently indicated that my management at this surgery had been inadequate and expressed willingness to provide documentation regarding their assessment. I am now considering formal action regarding these concerns.

Felt rushed and unheard during appointment

I registered at this practice after my previous provider did not meet my needs. I did not have an appointment with a clinician until I submitted a formal complaint. I attended my scheduled face-to-face appointment on time but experienced a significant wait of approximately thirty minutes before being seen. When I began discussing my health concerns, the clinician indicated they had limited time available to address my issues. My consultation lasted only a few minutes, after which I felt uncomfortable continuing and decided to leave. This experience was distressing and affected me emotionally. After nearly two years, I formally complained about my experience at this practice. Following my complaint, I received correspondence indicating potential removal from their patient list. In their formal response to my complaint, I felt the practice's account of events did not accurately reflect what occurred, which left me feeling they were not being truthful about the situation. This experience has significantly affected my confidence in NHS primary care services. I have requested to be removed from this practice's list, as I previously did with my former provider. I continue to have ongoing health concerns, but I am uncertain how these will be managed going forward. I feel uncertain about my healthcare situation and somewhat isolated.