Hulme Hall Medical Group
Smithy Green, Hulme Hall Road, Cheadle Hulme, Cheadle Wood, Cheadle, Cheshire, SK8 6LUContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Not the service it was
Rated 3 stars out of 5
by Anonymous - Posted on 27 September 2023
I am disappointed that the system of ordering repeat prescriptions online has not been available for some time. Some good news about the re-instatement of this facility would be welcome.
Visited September 2023
Review titled Hulme Hall Medical Group
Replied on 02 October 2023
Dear Anonymous, Thank you for taking the time to share your experience with us. We welcome all patient feedback as this provides us with a valuable insight into our services from the patients’ perspective and can inform service improvement. I am sorry to learn you have encountered obstacles when ordering repeat medication online. We are not aware of any system failures and would like to clarify the options available when ordering repeat medication: You can order your repeat medication through the following methods: • NHS App (Fastest Route) • Contact us Online using the link on our website between 7.30am and 6pm Monday to Friday • Post through our letter box • via your local pharmacy We always advise to allow two full working days for prescriptions to be processed and remember to take weekends and bank holidays into account. This is the time the prescription will be processed within the surgery and sent to a pharmacy. The time to be processed at the pharmacy also needs to be taken into consideration when ordering medications. If you run out of medicine outside of your GP surgery's normal opening hours and need some urgently, there are a few ways to get an emergency supply quickly, even if you're away from home and more information is available via the NHS website. As we do operate across two sites, we are on occasions confused with Cheadle Hulme Medical practice who share the Cheadle Hulme Health Centre building at Smithy Green. Unfortunately providing anonymous feedback can make it difficult for us to investigate patient service thoroughly. As we do value your feedback, we would appreciate you contacting us at the practice to discuss what element of the system for ordering repeat medication is causing your concern. Kind Regards, Tracy Platt Operational Manager
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Review titled Fabulous practice
Rated 5 stars out of 5
by Sharon Shields - Posted on 24 August 2023
Contacted the practice online this morning and within an hour a GP had rung my mum, who had a suspected water infection, arranged a sample and ordered a prescription to be collected from the pharmacy. Yet again, amazing quick service from super friendly receptionist to amazingly helpful Doctor. Cannot praise this fabulous practice enough.
Visited August 2023
Review titled Hulme Hall Medical Group
Replied on 25 August 2023
Dear Sharon, Thank you for your kind words. Having positive feedback and reviews helps build staff morale, patient trust and confidence in the practice and the services we provide. Kind Regards Tracy Platt
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Review titled fast service
Rated 5 stars out of 5
by annmarie forrest - Posted on 15 June 2023
I just wanted to say thank you for this quick service I received today in response to a prescription request and blood test appointment, I really appreciate it :)
Visited June 2023
Review titled Hulme Hall Medical Group
Replied on 19 June 2023
Dear Annmarie, Thank you for your kind words. Having positive feedback and reviews helps build staff morale, patient trust and confidence in the practice and the services we provide. Kind Regards Tracy Platt
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Review titled Poor phone experience, website was not working
Rated 3 stars out of 5
by Philip Jones - Posted on 24 May 2023
Tried to book an appointment at 13.27 to be told they are doing staff training at 13.30. so phone back in the morning Hopefully the staff training is that people call the doctors because they are worried about something to so with there health witch is really important to them.
Visited May 2023
Review titled Hulme Hall Medical Group
Replied on 25 May 2023
Dear Philip Jones, We appreciate you taking the time to share your experience with us and sorry to learn that our patient services has fallen short of the level you expect. Following on from the points you have raised: When Hulme Hall Medical Group closes for clinical training, notices across both our sites and media platforms advertise clearly the times we are shut and when we re-open on the following day. Within the notice, patients who require a doctor's attention for clinical/life threatening emergencies are advised to telephone NHS 111 or 999. When we are open, all medical and administrative queries are assigned to and triaged daily by our GP's and on the occasions where our practice is having to close earlier in the day, all patients phoning up are automatically directed to our out of hours service provider, Mastercall. All medical appointments are triaged by an on-call doctor and patients requesting general administrative enquiries will be advised to contact the practice when we are back open. Our online request for medical appointments are suspended when the practice is closed (and on occasions, at extremely busy times throughout the day) in order for us manage the demand for medical appointments safely. In addition, we do temporarily paused access to all online enquiries earlier than usual on our training days as the practice is closed sooner than normal due to our clinical and administrative teams not being available in practice to operate the digital lines of communication. Although we temporarily pause digital access to our practice, if patients are in need of more urgent help, our website continues to provides clear information on how to contact 111 and use NHS 111 online, find local pharmacies and local Urgent Treatment Centres. To help reassure our patients concerned on not being able to seek GP appointment immediately, it is worth knowing many conditions can be dealt with without the need to see a GP. Local pharmacies offer good advise on a range of conditions and we also have lots of self help information available on our website too. We do kindly request patients to please try these avenues of advice before contacting the Practice. My apologies again for any inconvenience this caused you. We do welcome all patient feedback, especially where patients have suggestions or ideas for improvements so if you would like to discuss this matter further, please contact the practice and ask for the Operations Manager Tracy Platt. Regards Tracy
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Review titled Amazing staff at all levels
Rated 5 stars out of 5
by Sharon Shields - Posted on 06 May 2023
Have nothing but positive praise that myself and my family receive from this fabulous practice. From online enquiries, telephone conversations to face to face appointments, all staff are friendly and helpful and always meet the needs of any treatment needed.
Visited May 2023
Review titled Hulme Hall Medical Group
Replied on 06 May 2023
Dear Sharon Thank you for your kind words. Having positive feedback and reviews helps build staff morale, patient trust and confidence in the practice and the services we provide. Kind Regards.
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Review titled poor communication - inadequate systems
Rated 2 stars out of 5
by Andrew Fessey - Posted on 28 March 2023
long patronising phone message before you get through to someone system has shut down by 16.50 poor customer relations "attitude" which wouldn't be present in an organisation operating in the private sector
Visited March 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Thank you for taking the time to share your experience with us, Andrew. We welcome all patient feedback, especially where patients have suggestions or ideas for improvements. I’m sorry that you feel the information we provide on the phone lines is patronising although I do appreciate your feedback. In response to your comment about the phonelines, we can assure you that our goal is always to keep the general public informed and to see patients in a timely manner. Our phone lines are extremely busy and in an attempt to help keep our phonlines free for our vulnerable patients and those who are not tech savvy, we do advise alternative communication routes. Much of the information available on our phoneline provides answers to the most popular questions the administrative team are asked on a daily basis. Providing the answers whilst waiting in the phoneline queue helps callers decide whether they still need to remain waiting to speak to a member of our team. We are a GP practice, not an urgent call centre or 24 hour service provider. We open at 7.30am and close at 6.30pm Monday to Friday. Although our patients have additional access to the enhanced out of hours appointments within the community, unfortunately, we do not have staffing capacity to operate 24 hours a day. Like we do with the phone lines, we also temporarily pause access to online enquiries when we are closed. Our online option to request a medical appointment will be suspended when the practice is closed and on occasions, at extremely busy times throughout the day, in order for us manage the demand for medical appointments safely. Our team is dedicated to providing excellent customer service, and we strive for 100% satisfaction with every appointment. I am saddened you expressed your experience was 'poor customer relations "attitude" '. We would like the opportunity to rectify this concern and help make it right for you. Please contact Tracy Platt, our Operations Manager to discuss your concerns in more detail and share your thoughts on how we can improve patient experience.
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Review titled Hope you don't get sick
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
Absolutely appalling practice with the rudest people on the front desk & phones. Nothing but issues with this practice over the years. Impossible to book an appointment even in advance "call back tomorrow at 8am every time". Everyone calls at 8am and you don't answer the phone.
Visited March 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Anonymous, Thank you for taking the time to share your experience with us. We welcome all patient feedback as this provides us with a valuable insight into our services from the patients’ perspective and can inform service improvement where applicable. We are sorry to hear that you have had such a negative experience. We operate across two sites, one in Handforth and one in Cheadle Hulme. We share the Cheadle Hulme Health Centre building at Smithy Green with Cheadle Hulme Medical practice and on occasions patients have confused Hulme Hall Medical Group and Cheadle Hulme Medical Practice as one large group practice. Providing anonymous feedback makes it all the more difficult for us to narrow down which building or which GP practice we need to investigate any poor patient service thoroughly. I would like to assure you our team is dedicated to providing excellent customer service, and we strive for 100% satisfaction with every appointment. Our phone lines are extremely busy throughout the week and our call centre understand it can be frustrating for callers trying to get through to us. For that reason alone, we do not advise patients to call back the following day at 8am; instead most request are actioned on first contact. I am surprised this has been your experience on every encounter contacting us. We would like the opportunity to investigate further and help make it right for you. Please contact Tracy Platt, our Operations Manager at Hulme Hall Medical Group to arrange a meeting to discuss your concerns in more detail.
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Review titled Read the Notes
Rated 1 star out of 5
by Anonymous - Posted on 09 March 2023
My daughter has a life altering medical issue that has been “under investigation “ by the practice for over a year. Tests I need to chase the results for, then I get a text with the result on and no next steps or feedback. So you chase and are given a telephone appointment 2 weeks away. Where the doctor won’t have read the notes. Last one suggested I paid and went private. Why the endless waiting. It’s risking the health and mental health of a child. Totally unacceptable
Visited March 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Anonymous, We appreciate you reaching out and sorry to learn that our patient service has fallen short of the level you deserve. We welcome all patient feedback as this provides us with a valuable insight into our services from the patients’ perspective, although providing anonymous feedback makes it difficult for us to narrow down which building or which GP practice we need to investigate any poor patient service thoroughly. It is worth noting we operate across two sites, one in Handforth and one in Cheadle Hulme. We do share the Cheadle Hulme Health Centre building at Smithy Green with Cheadle Hulme Medical practice and on many occasions patients have confused Hulme Hall Medical Group and Cheadle Hulme Medical Practice as one large group practice. Following on from the points you have raised, we do advise patients who are chasing test results can apply to see additional information from their Medical Record via our Online Services. You can, if you do not have already, see your medical records which includes Blood Test results, Other Tests and Measurements, Coded Medical History (Problems) and Coded Consultation Information without having to chase the practice for the results. More information about Access To Health Records is available on our website too. All medical and administrative queries are assigned to and triaged daily by our GP's. The triaging GP reads the information the patient has provided and advises the administrative team when the patient medical needs are of an urgent nature and to be seen within a couple of days or if less urgent, to provide the patient with a routine appointment which can be 2 to 3 weeks in advance. Patient demand for medical appointments is challenging, however we do our very best to priotise clinical need safely. Wait times are frustrating for everyone involved, including both patients and providers alike. Where we can manage our appointment systems, unfortunately we have no control over hospital waiting times. We would like the opportunity to investigate your concerns further and help make it right for you. Please contact Tracy Platt, our Operations Manager for Hulme Hall Medical Group to arrange a meeting to discuss your concerns in more detail.
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Review titled worst practice ever
Rated 1 star out of 5
by reg pickering - Posted on 03 March 2023
this is a complete waste of my time because it will as usual get ignored. I want to see a doctor and the practice tells the earliest they can facilitate this is by telephone appointment in 12 days time.
Visited March 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Thank you for taking the time to share your frustrations with us, Mr Pickering. I’m sorry that you have to wait longer for an appointment to see your GP. In response to your comment about waiting times, we can assure you that our goal is always to see patients in a timely manner, but sometimes emergencies happen, or there are other circumstances beyond our control which mean we need to see patients with more urgent clinical needs. All medical and administrative queries are assigned to and triaged daily by our GP's. The triaging GP reads the information the patient has provided and advises the administrative team when the patient medical needs are of an urgent nature and to be seen on the day, within a couple of days or if less urgent, to provide the patient with a routine appointment which can be 2 to 3 weeks in advance. Patient demand for medical appointments is challenging, however we do our very best to priotise clinical needs safely. I apologize again for any inconvenience this caused you. If you would like to discuss this matter further, please contact the practice and ask for the Operations Manager Tracy Platt.
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Review titled Awful!
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2023
Awful experience. Un sympathetic GP and staff. Majority of my experiences with the practice have been awful. Considering people are in sever pain and vulnerable, I think some of the gp’s need to rethink about the profession they are in. Absolutely disgraceful
Visited March 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Anonymous, Thank you for taking the time to share your experience with us. We are sorry to hear that you have had such a negative experience. We operate across two sites, one in Handforth and one in Cheadle Hulme. We share the Cheadle Hulme Health Centre building at Smithy Green with Cheadle Hulme Medical practice and on occasions patients have confused Hulme Hall Medical Group and Cheadle Hulme Medical Practice as one large group practice. Providing anonymous feedback makes it all the more difficult for us to narrow down which building or which GP practice we need to investigate any poor patient services thoroughly. I would like to assure you our team are dedicated to providing excellent customer service, and we do strive for 100% satisfaction with every encounter. I am saddened we have failed you in this instance. If you would like to discuss this matter further, please contact Hulme Hall Medical Group and ask for the Operations Manager Tracy Platt.