Oakenhurst Medical Practice

bad from all angles

told 6 weeks for appointment, was refereed from hospital triage, still no help, had to travel to Manchester to get help, total waste of time, not to mention rude attitude

Friendly reception made the visit pleasant

Excellent

Waiting weeks for blood test results

I wish I could give a lower rating. I had some blood tests done ten days ago and am still awaiting the results. I've called the practice four times and been told they haven't been reviewed yet. I attempted to speak with someone in a supervisory position but was told nobody was available. The receptionist indicated I would need to continue waiting. The overall experience felt dismissive and unhelpful.

Reception won't register patients after morning cutoff

The reception team continues to decline patient registrations once the morning has progressed past a certain point in the day.

Receptionist showed genuine empathy during callback

Great callback service from this surgery. Excellent service from a lovely member of the reception team who showed genuine understanding of my situation. I was going to mention them specifically but everyone might start requesting them.

Reception staff weren't helpful or responsive

The reception team did not meet my expectations.

Reception staff ignored waiting patients

The reception team could be more attentive to patients. On my visit, staff appeared distracted and did not seem to prioritise attending to those waiting, particularly elderly patients who appeared unwell.

Struggling to get through on the phone queue

I called repeatedly over the course of a week but was consistently told that no appointments were available after waiting on hold. When I tried again today, I was instructed to call back at a specific time, and upon doing so, I was third in the queue only to hear the same message about unavailable appointments. I was eventually able to secure a pre-bookable appointment, though it required waiting. The practice was considerably better in previous years, but the service quality appears to have declined significantly over time.

Reception didn't listen to my availability needs

I experienced chest pain and attended A&E, where I felt the assessment was inadequate and I received no medication or treatment. Following this, I arranged appointments at my local GP practice regarding my chest pain symptoms. I requested blood tests to investigate further. After scheduling the blood work, I received notification that the sample collected was insufficient and I would need to attend again for another appointment. The results indicated an elevated inflammatory marker, and I was advised to book a follow-up consultation. At the subsequent appointment, the clinician recommended repeating the initial blood test along with an additional one. I attended for the blood work and experienced a lengthy wait at reception. The following morning, I was informed that the repeat test had not been processed due to an unforeseen technical issue. When I contacted the practice to arrange further appointments, I found the scheduling process inflexible and not accommodating to my personal circumstances. Having already taken three days off work for the various blood test appointments, I attempted to communicate my availability constraints to reception staff. I felt my concerns were not fully heard, and I was subsequently offered an appointment that conflicted with my work commitments.

Friendly reception made the visit pleasant

Excellent medical facility

Reception staff handled difficult job well

No medical practice can be flawless given today's circumstances, but this one demonstrates considerable excellence. The core clinical team members are highly skilled, as are the nursing and allied healthcare professionals. This represents a capable service delivered with genuine compassion and care. The administrative team at the front desk navigate a challenging role and generally manage it very effectively.

Phone queue wait was far too long

There's no point attempting to call as I found myself first in the queue but waited nearly three hours and forty-three minutes before eventually hanging up, having endured unpleasant music throughout the entire hold period.

Didn't listen and dismissed my concerns

I had a disappointing first appointment at the practice. The clinician I saw appeared unfamiliar with my medical background and I felt my concerns were not adequately addressed during the consultation.

Email contact option doesn't work properly

No one was available to respond to emails! I would advise against registering at this practice.

Care received was thoughtful and attentive

The standard of care provided during my visit was of a high quality.

Reception staff needs better communication training

The receptionist displayed an unhelpful manner and appeared unprepared to manage the situation appropriately when a patient received urgent contact requests from the surgery. Such communications can understandably cause concern and stress for patients awaiting important information. The receptionist declined to identify herself and responded defensively rather than engaging with the patient's concerns in a measured way. It would be beneficial for reception staff to receive additional training in managing these interactions more effectively, with greater emphasis on listening to what patients need to communicate before strictly adhering to procedures. As part of standard practice, staff should introduce themselves when answering calls. There also appears to be insufficient coordination between different areas of the practice, as evidenced by a follow-up call requesting an appointment to discuss results despite a prior conversation with a clinician. This suggests gaps in how queries are processed and shared across the team. Overall, there would be value in strengthening both staff training and internal communication systems.

Well-organised practice with caring staff

An outstanding practice across all aspects. Every member of the team demonstrates professionalism, expertise and genuine compassion. The practice operates smoothly and efficiently, which is particularly impressive given the current demanding circumstances. It is clearly not without its challenges. I can confidently say that the care provided has been excellent. We are very grateful.

Good place to get medical treatment

A satisfactory location for receiving healthcare services.

Slow and unhelpful appointment booking process

This practice reflects poorly on the NHS. The service was sluggish, disorganised, and unhelpful.

Quick response resolved my concerns

Called the practice to express concerns about my care and was offered an appointment the following day. The team worked through the issues with the clinician and established a clear action plan. The response was professional and surpassed what I had anticipated. Attended a phone consultation this morning to discuss my medication management. The clinician issued a prescription without seeking my input and provided only a 28-day supply. This is problematic as I require the medication for an extended period, and each prescription costs £9.95. When I contacted the practice to raise this, I was informed nothing could be arranged until the following month. I found this frustrating and feel the practice could do more to support patients in managing their healthcare needs.