Heaton Moor Medical Group
32 Heaton Moor Road, Stockport, Cheshire, SK4 4NXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Totally ineffective system.
Rated 1 star out of 5
by Anonymous - Posted on 07 August 2024
I cannot make an appointment at my GP’s with the reception staff. I have to use a the NHS app. My last visit to the doctors I was told - we need to review this in 7 weeks when you have completed 7 weeks medication. I asked for this to be reviewed via the app - this was ignored. I called into the surgery where I was told you can buy the medication over the counter. Get back on the app if you want an appointment. I stood in this surgery where there was a pregnant lady with a water infection having to explain in view of the entire waiting room and was sent away also a male who was trying to make an appointment to come of his medication and having to explain this for everyone to hear - he was sent away and told to use the app. How can this system work when there is basically no service. What happens if you are not able to digitally access the app. What’s the point if they ignore the messages on the app. It’s totally inexcusable to send sick people away when they are asking for support.
Visited August 2024
Heaton Moor Medical Group has not yet replied.
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Review titled Receptionist unhelpful
Rated 1 star out of 5
by Angry - Posted on 04 September 2024
Monday 2.08.24 i sent a Repeat prescription request to have it refused & was told to resend following week as i wasn’t due the meds. My last request was sent 10.08.24. therefore my request was a week early which is not unreasonable & was due to pharmacy sometimes unable to aquire the meds, and also, i would be on holiday when my meds run out. So now i will be off my blood pressure meds for a week due to your Receptionist making decisions that have ultimately impacted on my clinical condition. Unqualified Receptionists making clinical decisions is a recipe for disaster. Terrible service.
Visited August 2024
Heaton Moor Medical Group has not yet replied.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2024
Saw a doctor and was told to return the following week if the prescribed medication didn’t work. Symptoms worsened so went in person to the clinic and asked to be seen by a doctor or nurse. Told there were no available appointments and online appointments had been temporarily put on hold due to over demand. Applied again online the next morning but received no response. Phoned 111 who told me to see my doctor….. phoned the pharmacy who told me they only see/prescribe to patients under 18. They advised me to visit a walk in clinic. Was sent a text for a follow up appointment which I tried to rebook, but after 2 attempts this disappeared from my screen and I was told to wait for a letter sent by Royal Mail. Luckily this condition isn’t life threatening. This surgery is now largely an exercise in i.t skills rather than patient care. Receptionists do no seem adequately trained to triage which is worrying and peer up at you whilst sat inside a glass cage as you beg to see a qualified practitioner.
Visited July 2024
Review titled Heaton Moor Medical Group
Replied on 05 September 2024
Dear Patient We are extremely sorry for the poor experience you had when you tried to book a follow up appointment due to your worsening symptoms. Our receptionists no longer triage anything as we have a hub of GPs looking after any patient requests, to ensure a clinical professional is making the decision on the correct pathway of care dependent on how the patient presents to us, we understand that patients do not like a receptionist to triage their health care and so we changed our system to reflect this. Our receptionists sit behind a Perspex screen for their safety, as there has been an increase in violence to NHS staff and this is to protect our staff whilst they try to assist our patients. Please accept our sincere apologies that we let you down, this was not our intention and we are sorry for this. If you wish to discuss your complaint further please contact me on gmicb-sto.HMMGfeedback@nhs.net. Kind regards Jo Madden Communication Lead
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Review titled Very poor
Rated 1 star out of 5
by Davey - Posted on 17 June 2024
Discovered that triage is on line and booking an appointment is not very accessible to old , uniform or the disabled. You are discouraged again and again from actually trying to speak to a receptionist. Will probably look for another practice.
Visited June 2024
Review titled Heaton Moor Medical Group
Replied on 17 June 2024
Dear Davey Thank you for taking the time to provide feedback to us. We are sorry to hear that you are not happy with the services we currently provide and that you will be looking for another GP Practice. Just to clarify for you we are still very accessible to all our patients, we have moved over to online triage but patients can still call us and speak to a receptionist if they cannot complete the triage form themselves and a receptionist will complete the form on the patients behalf. We are not discouraging any of our patients from speaking with a receptionist as they are employed to assist our patients. The online triage is working well for most of our patients who are receiving a response from a GP within a couple of hours of submitting their triage form, we are sorry to hear that you have not had the benefit of this new service. Please do not hesitate to contact us if we can be of any assistance to you. Kind regards Jo Madden Communications Lead gmicb-sto.hmmgfeedback@nhs.net
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Review titled Amazing service today
Rated 5 stars out of 5
by Emma Piper - Posted on 27 June 2024
I logged on using the new contact appt thing. Got a text within 3 mind to say I'd be getting a call today. Less than 20mins later I was called by a doctor who listened although I didn't really understand what I was talking about. I have since made blood tests appt for Monday and face to face appt for something else in a couple of weeks. Feeling relieved if not better that it will hopefully be sorted soon. Thanks
Visited June 2024
Heaton Moor Medical Group has not yet replied.
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Review titled Dr was very rude, knew 10 mins route
Rated 1 star out of 5
by R.FCoowar - Posted on 09 July 2024
Their system wasn’t working I was in time and refused to see me where I had an attack and felt on the floor their because the way the dr ignore and said we were late but I was on time and there was a long queue by their system wasn’t working to check in Their fault but they blame us. Thanks for this kind of attitude
Visited June 2024
Heaton Moor Medical Group has not yet replied.
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Review titled Very, very poor practice
Rated 1 star out of 5
by Poorly - Posted on 10 May 2024
Terrible service , receptionists couldn't give a monkeys about people's health problems, i called to make an Emergency appointment as iwas having chest problems, was told No appointments are taken from mobiles, but if you want to speak to a receptionist you have to ring on a landline. So i had to drive home to access my landline, which also was fruitless as i got same message saying you had to fill in an online form. So back in the car to call in at the surgery, Where the receptionist was reluctant to fill in the form for me, but i insisted. Just told me to go to A&e. so, it would seem Hmmg are not interested in patients health or wellbeing. I ask you, what kind of surgery doesn't take Emergency call's from patients! Appalling!!
Visited May 2024
Review titled Heaton Moor Medical Group
Replied on 21 May 2024
Dear patient, I am sorry to hear about your experience. If you would like us to look into this further, please could you email us on gmicb-sto.hmmgfeedback@nhs.net so we can try to assist further. Kind regards, Heaton Moor Medical Group
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Review titled Extremely poor service
Rated 1 star out of 5
by Anonymous - Posted on 22 April 2024
I have been a patient at this practice for 14 years. It has always not been a great practice but it’s reached an all time low. I can’t speak to anyone via the phone (I’ve waited on and off for 1 1/2 hours today and was cut off twice during the process), if you go in they send you a link to get you out of the building, the telephone appointment slots of 3-4 hours are not practical and not patient friendly enough when you are awaiting results. I went in for blood tests at the weekend and the nurse complained heavily about her workload and how unfair it was that she was on a shift that day and was abrupt with me. Who ever is managing the practice at the moment is doing a terrible job.
Visited April 2024
Review titled Heaton Moor Medical Group
Replied on 26 April 2024
Dear patient, Thank you for your feedback. I am sorry to hear about your experience. I believe our feedback manager has been in touch with you to discuss this further with you. Thank you for bringing this to our attention. Kind regards, Heaton Moor Medical Group
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Review titled Extremely Difficult to get Support for Elderly Mother
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
I requested and booked a medication review phone appointment for my 84yr old mother. I checked the day before that it was going ahead. On the day the dr didn’t know why he was phoning my mother and as my mother gets confused she couldn’t tell him. So he did not ask about her meds or review them. I phoned the surgery and the receptionist incorrectly said that despite them having all the correct Power of Attorney documents they “could not discuss her records”. This is legally incorrect. I have gone through all the required legal process to ensure I can discuss my mother. Also, I have spoken to the receptionists there before about her and so suddenly to be told “You need a letter from your mother” was untrue and very frustrating. Furthermore, there was no apology for their error in not carrying out the medication review. It is extremely difficult to care for an elderly relative with vascular dementia deal and this receptionist at the surgery showed no understanding or compassion whatsoever. A very distressing experience.
Visited February 2024
Heaton Moor Medical Group has not yet replied.
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Review titled Very Disappointed
Rated 5 stars out of 5
by Martyn Dobson-Shaw - Posted on 06 February 2024
I called into reception at this practice to ask if they could advise me and my partner about vaccines for a forthcoming cruise. We hadn’t really thought about themas we are not staying in the countries and only visiting for a short day,until we read a recent article. The receptionist asked me to complete a form she would send by email, which we did, but then got a reply stating that as the holiday was lass than four week to travel date they couldn’t help, if this is the case why didn’t she ask that at the time. I don’t like to complain as I’ve generally had good service here but we only wanted advise and really it’s only just short of four weeks
Visited February 2024
Heaton Moor Medical Group has not yet replied.