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Heswall and Pensby Group Practice

  1. Wirral
  2. Heswall Parking
  3. Heswall Health

Reviews, get directions and contact details for Heswall and Pensby Group Practice

Address: 270 Telegraph Rd, Heswall, Wirral CH60 7SG, UK
Phone: 0151 342 2811
State: Merseyside
City: Wirral
Zip Code: CH60 7SG

opening times

Monday: 8:00 AM – 6:00 PM
Tuesday: 7:20 AM – 6:00 PM
Wednesday: 7:20 AM – 6:00 PM
Thursday: 8:00 AM – 6:00 PM
Friday: 7:20 AM – 6:00 PM
Saturday: Closed
Sunday: Closed

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Reviews
I phoned up today to ask about registering myself and my daughter as new patients. We were moving from a practice in Devon and I was running low on medication. I was told by a young woman that it would take a week to register and to be able to get an appointment but I explained that I needed to renew my prescription more quickly and was there any way of getting a prescription written sooner. I was told that I should go to see my previous doctor to get them to renew the prescription until I was registered in Heswall. I explained the distance but was told that was what I would have to do. After getting nowhere the phone suddenly went dead - surprise, surprise, I phoned back and was really irritated by then and feeling a bit shaky - quite upset by the lack of willingness to understand my situation. On getting through I asked if it was the same person I was speaking to who I had spoken to earlier. She said "yes" at first then changed her mind to "no". She said her name was Lucy. I was then told that my previous doctor had a duty of care and that I should ask him to send a prescription request through to my nominated chemist on the Wirral. This seemed reasonable and perhaps this should have been explained better before. I told the receptionist at Heswall this and she suggested I should speak to her manager which I agreed to do. The manager (Rachel, I think) was so rude it has left me shocked. She kept talking over me and told me she had been sitting there the whole time whilst the previous phone conversaton had been going on and that I was a liar! She was rude and aggressive and kept talking over me and said several times that I was a liar again! I am still shaking and in disbelief as I write. I cannot believe that someone would say that! I said "how dare you" as I was so lost for words that I could not think of anything else to say. What can you say? I am absolutely sure that I knew what was said. I am a retired professional and I am neither stupid nor a liar. What I am astounded at is how disrespectfully I was treated and what level of professionalism is there at a doctor's surgery when a manager calls a potential new client a "liar"? I am not a liar and will not accept this sort of abuse from anyone. I am extremely upset and shocked by this morning's conversation. All I can say is that I will certainly not be registering at this practice and that the person in overall charge should be looking at the attitude and calibre of staff they are employing on reception and in administrative managerial positions, as this "front line" sets the tone and ethos of the whole practice and it is not one that I wish to be associated with. It also needs to be considered that if this is the attitude that manager Rachel sets for her staff then what message is it showing them about how to speak to patients and what is acceptable! Even if she had thought I was wrong there would have been other ways to say it - but to call me a liar has completely shocked me. It is aggressive and totally unprofessional, not to mention untrue. I cannot believe that I have just been on the receiving end of this conversation. I am really in a state of complete shock and disbelief! What happened to the caring NHS? Reception and telephone contact with the public always needs sensitive handling in any situation - but this is the NHS with sick patients and people worried about their health. This place above all others should be employing sensitive and caring people who are able to understand this and who can apply some tact and sensitivity - and not call a potential new patient or anyone else a "liar". Is this a shameful indictment of today's NHS? Hopefully not, as it is not typical of my other experiences over the years in any other doctor's surgery. But today's encounter has left me shaken and fearful that my healthcare needs are not going to be met by this team of people! Horrifying to think they are at the frontline when you are really sick and scared and needing a comforting voice on the other end of the line!
7 years ago (30-04-2018)
I have been hesitant about a complaint until I found this page whilst looking up phone number. Doctors are fantastic! The reception staff are so rude and complacent ! I don’t understand how such brilliant doctors would employ such ignorant people. Stuck up ,aloof ,pompous I missed a flight to the Netherlands due to them ! No other reason ,just them . To get a signature on a prescription by any doctor .it took eight hours ! This has happened seven times . They did not apologise once ,they gave the distinct impression they did not care at all. How is possible these people have employment?
7 years ago (05-04-2018)
Since my doctors practice (silverdale) has joined there it's been awful the staff from silverdale are fantastic and have gone out of there way but going over to this practice the receptionists are very rude and unhelpful apart from one (whose a family friend) their attitude just stinks I'm sorry but not happy at all. I tend to stick to my own doctors as they've known me for years but just not impressed at all
7 years ago (24-03-2018)
I can't fault the reception staff, they're lovely and have actually gone out their way to help me a few times. GPs are generally good, easy talk to bar a specific one or two I tend to dodge... In terms of actual treatment it's been average for me, they're good for most things, i.e. advice, safe first-line medications, getting blood tests. Go out of that realm and things can get kinda meh and my overall experience with them in hindsight has been mixed since they just haven't been able to do the right things for me.
7 years ago (23-02-2018)
After being ill for so long and a number of visits to surgery, I finally had a referral. I would just like to say the telephone staff have know idea what you have been through or the pain you are suffering, I was greeted with a rude and blunt member of staff when calling to try and book a private referral. I would just like to say nobody wants to be calling for referrals to an appointment you have know idea what the outcome might be, a little bit more empathy is required in your job role and I hope you never pick the phone up to me again !!!
8 years ago (28-11-2017)
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