Urmston Group Practice

Outstanding Lifesaving Practice

I attended Urmston Group Practice on 27/06/26 after struggling to get there on my own, and I will never forget what happened in that waiting room. While I was waiting to be seen, I spoke briefly with a lady sitting nearby. Moments later, she suddenly became unwell. Something came over me, and I shouted for help — and the response from the reception team and doctors was immediate, calm, and absolutely outstanding. Within seconds, staff were at her side, working together with complete professionalism and compassion. Paramedics arrived within minutes. I held the lady’s hand and blessed her before being called in for my own appointment, and the emotion of it all overwhelmed me. I have never experienced anything like it. What I witnessed that day was a team who quite literally saved a life. Their speed, teamwork, and genuine care were extraordinary. This practice deserves recognition, praise, and, in my opinion, an award for the way they handled such a critical moment. I pray the lady is now in the best hands and recovering well. To everyone at Urmston Group Practice — **you are true lifesavers. Thank you, and God bless you all.** CO

Felt truly listened to about my health

I cannot fault the care provided at this practice for managing hormonal transition symptoms. The clinicians genuinely listen and treat concerns with appropriate seriousness. I feel fortunate to have access to such attentive doctors. Thank you to the practice!

Disappointing is an understatement

My husband, who has a heart condition called in on the advice of his cardiologist, who identified after a recent scan scan he had a lung infection. The receptionist said she would add antibiotics onto his prescription, however an hour later they rang to say he had to make an appointment, which is why he called in in the first place! His appointment is in one month’s time. How, in a practice with 11 doctors and the reception is always empty, does it take this long for an appointment which is by no means trivial? Disgusted to say the least!

Reception team could improve their approach

The clinical team provided excellent care and demonstrated the qualities you would expect from healthcare professionals. However, the administrative and reception staff could benefit from additional training in customer service and communication skills.

Felt dismissed and let down by care

The care I received fell short of expectations and proved disappointing.

Receptionists showed no compassion during crisis

I would give a negative rating if possible. I have a long history with this practice, having been a patient since childhood in the local area, moved away, and later re-registered. The surgery is not what it once was. The reception staff would benefit from training in professional communication and empathy, as their conduct appears to be impacting patient wellbeing. A small number of reception staff members seem to lack compassion when dealing with patients. I experienced a significant issue when a scheduled appointment was missed due to a miscommunication about timing. The staff indicated they had attempted to contact me, but I received no notifications or voicemail messages, and alternative contact methods were not pursued. When I called the following day to clarify the situation and reschedule, I was simply told to call back on Monday without any flexibility or consideration of my circumstances. This was particularly concerning as the appointment involved a medication review for mental health treatment. Despite the clear communication difficulties, I was given an unsatisfactory explanation. The stress of this situation led me to express my frustration to a staff member. Following this, I received a formal letter that appeared dismissive of my concerns and did not acknowledge the practice's role in the situation. No follow-up contact was made to check on my wellbeing. I have submitted two formal complaints about this matter but have received no response or acknowledgement from the practice. Standard practice requires complaints to be acknowledged within a specified timeframe with an indication of when a full response will be provided. This has not occurred. I am hoping this review prompts a response, as I am considering escalating the matter further if the practice does not engage with my concerns.

Admin staff were dismissive and wouldn't listen

I have experienced both positive and negative interactions at this practice over time, though today I encountered what I consider my worst experience yet with a member of the administrative team. The interaction was marked by inadequate communication and a lack of attentiveness to my concerns. Throughout our conversation, the tone was dismissive and unhelpful. I felt my perspective was not being fairly represented during our discussion. It appeared the staff member was not engaged with their role, and this lack of enthusiasm was directed toward me as a patient. My issue ultimately remained unresolved, and I was made to feel responsible for this outcome. The administrative team form an important first point of contact for the practice and should be selected and trained to handle patient interactions with professionalism and care.

Reception blocked urgent appointment access

Called at 08:00 this morning and by the time I reached the reception desk, all available appointments had been taken. While the receptionist was courteous, I felt they were unable to assist with my request. I asked whether I could submit a photograph for assessment, as a specialist had previously indicated my skin concern might warrant urgent evaluation based on visual examination. The receptionist declined this option and I was unable to arrange a consultation with a clinician. The practice website states that urgent cases will still be accommodated with appointments, which did not align with my experience today. I recognise that reception staff face considerable pressure, however I felt frustrated that this prevented me from accessing a doctor's assessment. I was instead directed to attend A&E. I was very dissatisfied with how my situation was handled.

Reception staff were patient and helpful

I was very pleased with the service provided by the reception team. The staff member who assisted me was extremely helpful and patient while helping me with my information, and they clearly deserve recognition for their excellent support. Thank you.

Friendly reception made the visit pleasant

Hello, this is my new name. I really enjoy attending my doctor's appointments and appreciate the experience.

Couldn't get an appointment for weeks

There was no availability for appointments or telephone consultations for an extended period, which was disappointing. The reception staff were unhelpful when I tried to arrange care.

Reception staff took time to help resolve my issue

The reception team member was incredibly helpful during my recent visit! They took the time to work through a concern I had, and I was genuinely grateful for their assistance. They demonstrated excellent customer service skills.

Reception staff were dismissive and unhelpful

The receptionist demonstrated a lack of warmth and attentiveness that was disappointing, representing the poorest experience I have had in quite some time.

Easy to book appointments here

Registered myself and my two children at this practice five months ago and have consistently had positive experiences throughout. The reception staff have been courteous and the clinical staff have been supportive. We have found it straightforward to obtain appointments for all of us. I am puzzled by the lower ratings that others have given.

Reception team made me feel genuinely valued

The service has been excellent lately and the team is performing really well. I appreciate the effort being put in.

Staff friendliness made a real difference

The practice has shown considerable improvement in recent times. It is very easy to access services. The team members are approachable and supportive, which represents a welcome positive shift.

Quick appointments and reliable care here

I have had a positive experience throughout my time at this surgery, having consulted with several clinicians who have all been competent and professional. What stands out most is the efficiency of the appointment system, with availability typically offered promptly. I have consistently received excellent care and the administrative team have been particularly helpful. On multiple occasions I have managed to secure same-day appointments. I am surprised the rating is not higher given my experience.

Felt heard and reassured at appointment

Excellent service from the clinical team. Would highly recommend and found the staff member to be very courteous. They really helped to put my mind at ease and addressed my concerns effectively. Would recommend this surgery based on this experience alone.

Clean practice with helpful reception staff

Excellent medical staff, courteous front desk team, well-maintained facilities and amenities throughout the practice.

Staff treat everyone with consistent professionalism and care

This is an excellent GP practice in my view. The service provided here is impressive given the considerable pressures facing general practices nationwide due to systemic challenges beyond their control. The clinical team at this practice has consistently met my expectations. My concerns about extended waiting times for onward referrals have contributed to ongoing stress, though this reflects broader healthcare system constraints rather than any shortcoming of this practice itself. I have a preferred clinician here, but I have also consulted with several other members of the team and have consistently received the same standard of care. The approach across the practice is characterised by professionalism, efficiency and genuine compassion. While no healthcare setting is without occasional issues, and constructive feedback is always valuable for improvement, this practice demonstrates a strong commitment to quality care. This practice merits recognition well above average ratings in my experience, particularly having attended various surgeries in different locations.