Haydock Medical Centre
Woodside Healthcare Centre, Woodside Road, Haydock, St. Helens, WA11 0NAContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great treatment
Rated 4 stars out of 5
by Stephanie Vinyard - Posted on 01 October 2024
After some difficult experiences with the practice since Covid decended. I would like to praise the practice. I have seen an Advanced Practice Nurse today who gave me such great help and attention. She was wise dealing with my problem and efficient in getting me the help I needed. She was clear in her explanation and spent time making sure I understood my choices. I felt great confidence in her opinion and that I could trust her completely to do her best, which made me feel more confident and wiling to value her advice. She felt more like a friend, so easy to speak to and she listened to everything. I am very grateful for such a capable professional. Long may it continue.
Visited October 2024
Review titled Haydock Medical Centre
Replied on 29 October 2024
Dear Stephanie Thank you for your review. We are so pleased to see that you are happy with our services. Kind regards Venecia Patient Experience Team
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Review titled Shocking telephone receptionist
Rated 1 star out of 5
by John cotton - Posted on 16 May 2024
Went to order carbocistine staff said I not had it for over a year,told them I get it every month.She replied were are you getting it from because we have not prescribed it. Wanted to know if I was getting it off back of a lorry.Staff clearly unable to read from their notes.Shocking telephone manner
Visited May 2024
Review titled Haydock Medical Centre
Replied on 30 May 2024
Dear John Thank you for taking the time to leave a review and I am very sorry to see that you have had a negative experience with the Practice. We are continuously improving our services to meet patient satisfaction. If you wish to discuss your experience further, please contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind Regards Venecia Patient Experience Team
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Review titled Cant get a forward appt
Rated 2 stars out of 5
by Tom - Posted on 30 May 2024
After seeing a doctor twice earlier this year & getting good service ,I had a swift scan & follow up ultasounds & then a referal on. The issue is now trying to follow back with the same doctor as a further referal is not been set correctly & needs changing. . Over the last 3 weeks I have been into surgery 5 times & on the phone 3 times , each time I am told the forward diary is not available, the manager is on holiday who sets it up , it will be set up tomorrow , they have not go round to setting it up etc etc. 3 times I have been told it will 100% be set up tomorrow / such a day & its not been. I was in again earlier & the huge practice waiting rooms had 2 people sat presumably awaiting their appointments to see a doctor or a practice nurse so its not overwhelmed with appointments. This is at 5.30! I had a generic text from the practice a short while ago saying you can leave messages now & not hang on the phone, when I call it never offers me an opportunity to do that . You just get the lift music , the ''voice'' & a robotic message cutting in telling you your number in the queue. How do you get a non urgent appt for a live medical investigation? The doctors I have seen are good , its trying to see them that makes it almost impossible.
Visited May 2024
Review titled Haydock Medical Centre
Replied on 31 May 2024
Dear Tom Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with the service that you have received. I would be happy to discuss your concerns further with you. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind regards Venecia Patient Experience Officer
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Review titled Never a Manager to be found
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2024
Came to Surgery around 4.30pm Wednesday 29/5/24 , needed to speak to a Manager. Told by Reception that "We don't have managers who work past 4pm". How can a Surgery be run that way. There should be a responsible person on site at all times. Unfair on the staff as well as the patients. No wonder the Surgery gets so many complaints.
Visited May 2024
Review titled Haydock Medical Centre
Replied on 24 June 2024
Dear Patient, Thank you for taking the time to leave a review and I am very sorry to see that you have had a negative experience with the Practice. We are continuously improving our services to meet patient satisfaction. If you wish to discuss your experience further, please contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind Regards Venecia Patient Experience Team
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Review titled Appointment
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2024
Managed to ge through to surgery 8.35 am told all appointments taken and also none following day. Asked if any next week again told all pre booked taken the whole week. Issue swelling on right side on body told try again phone Ning next Monday. Give up trying to get an appointment detrimental to my health been issue for over 3 half years but given practitioners appointments.
Visited February 2024
Review titled Haydock Medical Centre
Replied on 29 February 2024
Dear Patient I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Lack of training of reception staff, avoid
Rated 2 stars out of 5
by Anonymous - Posted on 20 November 2023
Arrived early for podiatry appointment today. Never been to this centre before, so asked reception where I go for the appointment. Advised to go upstairs, waited to be seen to for an hour (just thought they was running behind as a patient was in the room before me) until I spoke to a lovely nurse in one of the treatment rooms who advised reception had advised me wrong and I was the second person that day they had done this to. At no point did the receptionist ask to see my letter or whether the appointment was private or not. Serious lack of training after waiting weeks to have the procedure done I now have to rebook and wait even longer in pain!
Visited November 2023
Review titled Haydock Medical Centre
Replied on 22 November 2023
We are sad that you experienced a problem with your appointment with the podiatry service. However, this is a completely separate service from the GP practice at Haydock Medical Centre. Therefore, your review is not about the GP practice and applies to another organisation.
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Review titled Worst in the area
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2023
My review doesn’t really lie with doctors because you only get to see one on a rare occasion. It is with the horrendous way the receptionists speak to you for trying to do the right thing. I used the online service and when you ask questions they ignore you and are dismissive. They have absolutely no idea who they are dealing with, imagine speaking to a lonely elderly person the way they have spoken to me or someone with mental health issues or just someone feeling generally lonely? Do they forget that they are dealing with people who are poorly and quite possibly very vulnerable? I suggest they are all trained in how to treat people like decent human beings. They need to stop acting like security guards for the doctors and actually help and assist people. The saddest part of this is that once you get past ‘security’ at Haydock medical centre and see a GP (usually a locum but nonetheless it is someone) the treatment is ok. I got turned away with my 2 year old by the receptionists, I told them that she was covered in a rash when I phoned up and then I took her to the pharmacy who told me that she knew they had appt slots for that very evening, she told me to go in and not accept her being turned away to go to the walk in centre as she didn’t think it was appropriate to stress the child out so much, when I went in face to face I got an appt for an hour later. Although I must say that the doctor who actually saw her huffed and puffed about seeing her as she was busy. I’m sure everyone is busy at work sometimes. Efficiency was poor here as she knew it was a rash, talked to me about it over the phone and then moaned that she had to see her. It should have been in person from the off, it was like having two appts instead of one. If you can see the receptionists face to face you are treated better than what you are over the phone and if you use the online service the phrase ‘keyboard warrior’ couldn’t be more applicable. They never leave their names on the replies either - this needs to change as somebody needs to take accountability for their writing. If you use the online service I would suggest asking for their name in the reply. The reputation of Haydock Medical Centre is horrific and this is spreading far and wide, to my knowledge nobody in Haydock wants to be in this surgery and nobody has a good word to say about it. Shame as it is a lovely new building but always empty of both patients and staff and all the receptionists hide in the back room and leave one on the desk so the queue is out of the door - it puts people off going so they probably do it on purpose. If you are new to the area and are trying to find a local GP if they are taking patients do not join this surgery, it will cause you more stress than you can imagine.
Visited August 2023
Review titled Haydock Medical Centre
Replied on 25 August 2023
Dear Patient Thank you for your complaint which was received by NHS Choices communication on 16th August 2023 . Please accept our sincere apologies for any distress you may have experienced as it is never our intention to upset our patients or their families. I have completed the investigation into your concerns and am now able to provide you with a response. I will endeavour to respond fully to your concerns. It appears that you had an appointment on the same day with a GP, it was a phone call first and then a face-to-face appointment. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Unfortunately we only have a limited number of appointments to offer patients on a daily basis and are unable to offer them to patients when we have reached capacity. In this circumstance you may be directed to an alternate service such as a walk in centre or NHS 111. You may have been offered an appointment with enhanced access in the first instance. These are appointments that provide the practice with additional capacity. In terms of children, we have recently appointed a children's specialist nurse to ensure that we provide expert assessment for children. In regards to everyone wanting to move practice I am happy to provide you with information about the Practice. Our national patients survey results show: 93% were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment ICS result: 91% National result: 90% 91% had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment ICS result: 93% National result: 93% 92% felt their needs were met during their last general practice appointment Please be assured that our clinicians are working to their full capacity and the Practice sees as many patients as it is safe to do so. Again I am very sorry that you have been struggling to access our services. Kind Regards Patient Experience Officer Modality Partnership
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Review titled A disgrace to the profession.
Rated 1 star out of 5
by Liz - Posted on 21 March 2023
Reception staff (or medical care navigators as they have now been titled) do not take down messages accurately and spend most of the call acting as a guard dog at the gate. Any time I call I'm told they're short staffed, someone is off sick and they probably can't help. The transfer to Modality Health Care was meant to ease these problems, but apart from a new sign on the building and a new online request service (The online service has changed from e-consult to patches, but since it's launch neither I or any friends or family registered here have ever been able to access it. It is always turned off by 8.15am) nothing has changed. Arguably the service goes from bad to worse. If the receptionist deigns to pass your request for healthcare on to the duty doctor, they speak to you as though they are doing you a huge favour. The duty doctor will often respond to these requests through text message via the receptionist. If the messages ask that you call at 8am the next day to make an appointment or speak to them the health condition; you do this the next morning and are back in the same cycle. As a result of this substandard communication multiple calls have to be made for a single request. No wonder there are long waits on the phone and staff feel they're busy. Perhaps if they just organised care in the first place they'd have less phone calls? I'm receiving on-going hospital care for 2 separate but related health issues, and if I need to speak to the GP about care for these conditions I'm treated by reception staff as a time-wasting layabout, when eventually I speak with a (generally, locum) GP they've asked why I've waited so long to come, told me to call the reception and insist I speak to the GP on the same day - this falls on deaf ears back at the front desk. In addition to the administrative delays and errors, one GP in particular (employed, senior) cannot keep medical records accurately. (for example my job is listed as a medical condition - I'm a practice manager elsewhere, so absolutely not a medical condition) My husband has a long term condition for which he receives injections in practice every 12 weeks. These appointments are often cancelled or rearranged, and lead to his health deteriorating and unnecessary stress. I would change GPs, but registration at a different GP is not possible; as all other practices in the area are now not accepting patients from Haydock Medical Centre. They've had so many new patients transfer from HMC their books are now full. Says it all really.
Visited March 2023
Review titled Haydock Medical Centre
Replied on 02 June 2023
Dear Liz I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Great service
Rated 4 stars out of 5
by Jade - Posted on 27 January 2023
Been struggling a lot with my allergies and dr breach has been amazing. Really listening to me so I just wanted to say a massive thank you to him because I feel like I can breathe again !! Also to the first doctor who sent me for the blood tests - you’re fab thank you!
Visited January 2023
Review titled Haydock Medical Centre
Replied on 10 March 2023
Dear Jade, Thank you for taking the time to leave the Practice a positive review. This is very much appreciated and will be shared with the team. Kind regards Patient Experience Team
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Review titled Mental Health Nurse
Rated 4 stars out of 5
by Michelle - Posted on 20 January 2023
The Mental Health Nurse based at the practice is amazing. I’ve been seeing her now for a few years. She goes above & beyond, really caring person and I trust her. An asset to the surgery
Visited December 2022
Review titled Haydock Medical Centre
Replied on 10 March 2023
Dear Michelle, Thank you for sharing your positive experience with us. We will share this with the Practice.