Whittle Surgery

Excellent local surgery with friendly staff

After residing in this neighborhood for approximately a year and a half, I consider myself incredibly fortunate to have access to this medical practice so close to home. The amenities are exceptional and the personnel are genuinely delightful.

Excellent care from all healthcare staff

Consistently experience top-notch attention from every physician, nursing professional and front desk personnel at this practice.

Excellent care from supportive staff and doctors

The general practitioners at this clinic have been incredibly supportive, and the front desk staff consistently demonstrate exceptional helpfulness. I've been particularly impressed by the quality of care they've provided for my daughter. Truly, I cannot find any aspect of their service to criticize.

Poor communication methods at surgery office

The medical practice refuses to accept phone calls for scheduling appointments, instead requiring patients to complete an online triage questionnaire. They exclusively communicate through text messages afterward.

Positive experience with the new triage system

Based on my personal experience, the newly implemented triage system has proven effective, despite my initial skepticism when it was first introduced. Every physician and nurse I've consulted with has been attentive and comprehensive in their approach. The front desk personnel consistently demonstrate courtesy during our interactions, and I've observed them making sincere efforts to assist other patients as well. When the facility operated from its previous location, I had concerns that prompted me to research alternative practices and seriously contemplate transferring, but I'm tremendously grateful that I remained. My interactions over the past couple of years have been exclusively positive. Whenever I've required an urgent appointment and explained my circumstances, the matter has been resolved promptly, sometimes within 60 minutes. The overall service is outstanding, and I hope they maintain their current operational approach. From my perspective, their system is functioning exceptionally well.

Chaos at the new GP surgery

What an absolute disaster. In the eight years since moving to this area, I've fortunately never needed to schedule a GP appointment until recently. I went online to book one, only to receive a call informing me that appointment wasn't actually available and I'd need to phone on the morning I wanted to be seen. This begs the question - why offer online booking at all? Later, I received another call saying they'd mysteriously discovered a Saturday morning slot. Small mercies. After my Saturday consultation, blood work was required. The surgery's first available blood test was approximately three weeks away (utterly ridiculous), so I had them done at Chorley Hospital that same week. When attempting to schedule a follow-up, I was told certain tests needed repeating - just wonderful. After the second round of tests, I tried booking online again, but the system wouldn't offer any appointments. Instead, I was instructed to call on my preferred day. I phoned precisely at 8:00am only to discover I was the 35th caller in queue. Unable to waste two hours on hold, I opted for a callback when my turn arrived. Three hours later they returned my call, only to inform me all appointments for that day were gone. Complete chaos. I eventually secured a phone consultation two weeks in advance to discuss results from tests completed nearly three weeks earlier. During this call, I was asked if the blood samples were taken while fasting. Not once had ANYONE mentioned fasting was required, so naturally, everything needed repeating... properly this time. I visited to collect the blood test forms AGAIN, finding the surgery practically empty. Someone eventually appeared but disappeared into the back office where I overheard another staff member mention everyone was unavailable due to staff training. You must be joking. The person I overheard clearly hadn't received proper training themselves, as their behavior was appalling. It would have taken mere seconds to retrieve my details and print the necessary forms. So here we are, weeks later, still waiting for correctly administered blood tests for which I still lack the paperwork. I can only hope that as this fiasco has already stretched on for weeks with the prospect of several more before getting definitive answers, nothing serious is wrong. What purpose did spending a fortune on a gleaming new surgery serve if all you provide is disorder, holdups, aggravation and unhappiness? I suppose the parking facilities have improved, if nothing else.

Poor service and wasted time at new practice

Arrived for my scheduled flu vaccination following an appointment arranged the previous week with the nursing staff. As an asthma sufferer since childhood, this has been an annual routine for me. Upon my arrival, the nurse unexpectedly informed me I was no longer eligible for the vaccination. I was subsequently left unattended in the examination room for approximately ten minutes while she verified whether I qualified, despite my explanation of receiving one last year. I inquired why this information wasn't communicated via telephone, which would have prevented me from unnecessarily taking time off work. The predictable response was an apology accompanied by deflection - "it wasn't me, it was reception" - suggesting I direct my concerns to them. When I requested to speak with the practice manager to express my frustration regarding the waste of my time and the practice's carelessness, I had to wait as another patient was receiving an apology from reception staff. This individual had apparently been waiting three weeks for a return call and ultimately visited in person after growing tired of being placed on hold. I was instructed to wait as the practice manager was engaged in a "meeting." While waiting, the reception manager emerged to reiterate this information. When I stated I would continue waiting, her demeanor abruptly shifted, and she walked away declaring the practice manager would be unavailable for "a couple of hours"! Absolutely appalling customer service. Essentially, they were attempting to make me leave because they recognized their error but preferred to hide rather than address the situation. Despite this being a newly established practice, the quality of service has deteriorated rather than improved.

Not fit for purpose

Cant get an appointment to see GP. Ring at 8am as requested and put on hold for an hour and told no more appointments available. Happened numerous times. Rude, uninterested staff. Computer says no syndrome.

Improved healthcare experience at new location

The new facility represents a significant upgrade from the previous location. The considerably larger practice now features its own spacious parking area and bicycle storage – certainly preferable to borrowing spots from the neighboring pub! Worth noting for pedestrians: the main practice operates on the first floor (level with the car park) rather than ground level, though an elevator is available via the street entrance for those who prefer to avoid stairs. The environment exudes a noticeably fresher, more professional atmosphere. The waiting area benefits from enhanced ceiling height, providing superior illumination and airflow, while front desk personnel appear more content and efficient – though this could simply reflect the day's circumstances. The appointment system has improved, with same-day bookings opening at 8am – a more logical approach. Combined with advance scheduling options and mobile application access, securing appointments has become more straightforward (though still challenging, as expected with the NHS's current situation). Although the self-check-in kiosk wasn't operational during my visit, it resembled the previous system, and reception staff were readily available to assist with check-in regardless. My wait matched expectations – approximately half an hour beyond my scheduled time before seeing the physician. Soft radio played in the background, and despite the warm weather outside, the temperature remained comfortable throughout. The doctor demonstrated exceptional friendliness and thoroughness, seemingly more satisfied in their role. Prescriptions can be transmitted electronically to Whittle Pharmacy or provided as traditional paper versions for collection elsewhere. Restroom facilities were immaculate, with two standard toilets plus an accessible option, alongside dedicated rooms for breastfeeding and nappy changing. The overall experience proved substantially better, leaving me with significantly less apprehension about future visits compared to the former location.

Good doctors but administrative nightmare

The physicians themselves are adequate, but the administrative staff and back-end operations leave much to be desired. After sending an email requesting prescription renewal, I received no response whatsoever. Three days later, I had no choice but to physically visit the facility since the telephone lines remained perpetually busy and their automated answering system was completely non-functional. Upon arrival, the front desk personnel informed me that I would need to schedule a consultation with the doctor due to the timing of my previous medication dispensation. Their solution? Call again at precisely 8:00 AM the following morning! The managerial aspects of this medical practice desperately require a comprehensive restructuring.

Poor appointment system and rude reception staff

Never have I encountered such difficulty scheduling an appointment at a surgical practice. The front desk staff apparently believe they possess medical qualifications as well. The entire establishment is nothing short of ridiculous.

Reception nightmare: staff indifference and chaos

The front desk experience is absolutely dreadful. The staff appear completely disengaged, offer no assistance, and occasionally display outright discourtesy. I've had to dial 256 times just to connect - a personal record. One can remain at positions 1, 2, or 3 in the queue for over half an hour, only to be informed no appointments exist and to try again later in the day. Then the cycle repeats itself. The reception personnel exhibit perpetual gloominess and the entire approach needs comprehensive reconsideration! The physicians themselves are adequate - the issues lie solely with reception. This has been ongoing for several years; it's not pandemic-related. When visiting in person, the receptionists wear masks positioned beneath their chins, which seems pointless. A complete overhaul of the reception department is desperately needed!

Exceptional surgical care with outstanding doctors

Never have we experienced such exceptional surgical care. The physicians demonstrate remarkable expertise and professionalism. We couldn't imagine seeking treatment at any alternative facility.