Urmston Group Practice

Impossible to book an appointment here

Unable to secure an appointment with a doctor. The reception staff provide one explanation, but then you find yourself waiting throughout the day for a callback that never materialises.

Receptionist's dismissive attitude made things worse

The reception experience was disappointing. The staff member came across as unwelcoming and dismissive, which felt particularly insensitive given that patients typically contact the practice when dealing with health concerns. It's unclear whether this reflects the practice's approach or an individual's demeanor, but the manner of interaction seemed unsuitable for a reception role at a healthcare facility. The tone used felt potentially harmful, especially considering that patients may be managing various health challenges.

Online booking gets you quick responses

Outstanding service and patient experience on every visit. I regularly use the online consultation service and consistently receive prompt responses with the ability to speak to a clinician. The front desk team are consistently helpful and welcoming. I have found nothing to criticise about this practice.

Prevention focused approach saves time

The most effective approach to achieving a five-star experience is through preventative measures, which means avoiding the need for GP consultations altogether. Of course, in genuine emergency situations, the appropriate course of action is self-evident.

Reception staff made a real difference

I have recently experienced ongoing issues and have received good service from the clinical team and reception staff. I have had concerns with this practice previously, but I want to acknowledge the positive support provided at this time. Thank you.

Difficult to reach appointments outside college hours

I have consistently struggled to access support at this practice due to limited availability outside of college hours, particularly before 10pm. When I have raised urgent concerns, I have been directed to submit a request through the standard process, which has resulted in delays to my care. Additionally, I have found interactions with the reception team to be unhelpful and dismissive, with staff appearing to prioritise conversation over attending to patient needs.

App booking works but receptionist wouldn't listen

I have the practice app installed and registered with the surgery. I have been able to successfully order prescriptions through the app to the local pharmacy, which has provided excellent service. However, I am unable to book appointments despite the app confirming my registration with the practice. When I called to arrange an appointment, I was advised to use the app instead. After explaining my situation and mentioning my chronic health condition, the receptionist continued to suggest I register through the app without acknowledging that I had already done so. When I requested an appointment, I was declined. I felt my concerns were not properly heard or addressed, and I believe this experience fell short of the standard of care I should expect. I intend to visit the surgery to lodge a formal complaint. The app is clearly functioning and my registration is active, yet I felt the receptionist was unwilling to engage with my specific circumstances. As someone managing a chronic condition, I need timely access to medical appointments rather than being restricted by administrative processes. I recently relocated back to the area and had been with the practice previously. This experience has been disappointing given my history with them.

Online booking system failed when child was ill

Completely inadequate - when dealing with an unwell child and being told through the online appointment system that assessment won't happen until later in the day, with a suggestion to attend an alternative service instead, falls well short of what should be expected.

Phone queues made switching surgeries necessary

I require annual blood tests as part of my ongoing healthcare management. After making numerous attempts to get through, I finally connected with reception staff and found myself fourth in the queue. I was advised to call back the following morning to request this through my GP. The staff experience has been inconsistent, with some team members being more helpful than others. Due to these difficulties, I have decided to switch to a different practice. I have heard positive feedback about another local surgery, where calls are apparently answered promptly on the first attempt.

Can't get through on the phone line

Unable to reach the practice through available contact methods!

Online system cuts off mid-message during window

I found the online consultation service to be frustrating due to its limited availability window. The service can only be accessed between 07:30-10:00 am, which I felt was inconvenient as my request was interrupted when the system closed while I was in the middle of composing a detailed message to my GP at 09:50. I questioned why the system cannot operate around the clock with requests being queued for review. Having an online service with such a narrow timeframe seems impractical, particularly for those managing work commitments, school schedules, and morning travel during those hours.

Receptionist quickly printed my test results

I have found all the staff members I have encountered at this practice to be extremely helpful, courteous, kind and respectful. Recently, the receptionist on duty promptly printed my test results when I requested them. During the same visit, the clinical staff member who took my blood pressure measurements also completed my health review appointment to avoid me needing to attend another appointment. My recent queries submitted through the online portal have been answered quickly, with appropriate follow-up appointments arranged by telephone or in person as needed. I am very pleased with the standard of care I have received from all the team at this practice and am particularly grateful for the attentive service provided. Thank you.

Friendly staff who actually listen to concerns

The team here is very welcoming and approachable. The clinician takes time to listen to concerns and makes a genuine effort to address issues promptly.

Easy appointments and responsive online service

I have consistently had a positive experience with the clinical staff at this practice. Scheduling appointments has been straightforward, and the online consultation service has proven equally convenient to use. Throughout my time as a patient here, the standard of care has remained excellent.

Impossible to reach this practice by phone

We have decided to switch to a different GP practice as we are unable to establish any contact with our current one. While I recognise the practice is likely under considerable pressure, the telephone line remains unavailable and the online booking system has been consistently unavailable or at capacity for an extended period. We are struggling to find a way to secure an appointment.

Reception staff helpful with vaccination booking

The reception team has been fantastic in helping arrange vaccinations for my child. I wanted to express my appreciation for the excellent service provided.

Medication requests repeatedly missed or incomplete

I have been incredibly frustrated with my experience. I have been a patient at this practice for many years and have encountered persistent difficulties with medication requests over the past four years. When I request items, I am sometimes told they are not due, but when I check, I find that I am actually correct and they were needed. When I become distressed about missing pain relief, it significantly impacts my ability to work my demanding front-line role with long shifts. My medication is essential for managing my condition and allowing me to function at work. I have experienced considerable job loss this year due to inadequate pain management. All I am asking for is that my medication requests are processed accurately. After several days, I would reasonably expect my prescriptions to be ready. I have found that errors occur frequently with my orders. When I have called to raise concerns, the same issues have recurred. On one recent occasion, I explained that I had ordered multiple items but two were missing. When I visited in person to address this, I discovered that the items had not been requested at all. I am extremely dissatisfied with the service I have received and would welcome hearing if others have experienced similar difficulties.

Easy to book appointments when you need them

FANTASTIC PRACTICE I have consistently found it straightforward to obtain appointments and have always received excellent care for myself and my family across various types of visits including routine check-ups, prescription management and preventative care. The entire team, from front desk staff through to clinical professionals, have demonstrated genuine warmth, attentiveness and a willingness to provide support. I feel they make a real effort to ensure patients are well looked after. I would strongly encourage others to consider this surgery.

Prescription filing problems keep happening

Had my prescription misfiled and now need to take time off work to pick it up. This appears to be a recurring problem with recent visits.

Staff remember you and sort things out

I have been attending this practice for quite some time and have built good relationships with the team there. I really appreciate the place and feel well looked after. I am usually able to see the healthcare professional of my choice, and the staff make genuine efforts to help resolve any issues or follow up with me if needed. Even when my circumstances changed, they continued to support me. While there have been occasional hiccups, overall I am satisfied with the practice and the care provided. Given that I manage several ongoing health concerns, I value that the team understands my situation well and ensures I receive the appropriate treatment and support I need.