Heaton Mersey Medical Practice - Stockport

Sarah W.

Since Heaton Moor's Health Centre has taken over most of the other practices in Stockport there has been a sharp decline in the efficiency of all of their practices. Due to the new administration, appointments are a rare commodity and speaking to a receptionist might take over 60 minutes of waiting on the phone. Every Doctor I have seen over the past few years has been a twenty-something, recently qualified locum, who leave before finding out if their diagnosis has been accurate. How are these young doctor's supposed to improve if they are completely unaware of the outcome of their diagnosis. I have been a patient at Heaton Moor HC since 1993 and have never felt more isolated when seeking medical help. It seems to me these new systems are designed to lock people out from receiving medical help not assist them.The last quality care report was done in 2016.

David A.

I must have had my fair share of luck looking at some of the content here.

Their best doctor (IMHO) has recently retired, and this is quite a knock, as I had known him for 15 years. I only ever saw this fellow and he was exceptional.

I have a fairly complex medical picture, but it was always handled with sensitively and compassion.

I don't find the reception staff difficult or impolite, perhaps they are just reflecting how they are treated. Just a thought.

Simona J.

Excellent practice with very helpful receptionists and great practice nurses. Very good and efficient appointment system .Dr Victoria Stott is amazing- she organised investigations promptly and supported me whilst waiting for results. I would strongly recommend this practice. Value your doctors because they are great! S Juverdeanu

Naz K.

My mother who is in her 80's was quite sick since 2 days and unable to contact the surgery for an appointment. I contacted the practice to request an appointment and was advised to call back at 2pm. I waited until 2pm and contacted the surgery again hoping a afternoon appointment would be available but the receptionist advised they had no more appointments left and requested that I call back early next day. My mother hardly visits the surgery if she is sick she spends days in bed. I then asked what the complaints procedure is and was advised I need to speak to the practice manager. Well what a waste of time she was. She lacks empathy and couldn't offer an appointment for the following day. Not interested in resolving the complaint. I told her she spoke out of her backside and her lame response was 'well I am not logging a complaint'. That's the practice manager, useless woman who lacks sympathyand customer service skills. I am annoyed at the fact that if the receptionist had advised they had no more available appointments, I could have made arrangements to take my mother to a walk in clinic. They wasted my time by asking me to ring back. Heaton Mersey might as well lock up and go home, they are not doing anything useful to ensure they provide a good quality service. Complete and utter shambles. Now I will take my complaint directly to the NHS. Practice manager needs training to understand why people call the practice in the first place and she needs a kick up her backside useless woman!!

C A.

My prescriptions are now being sent to a pharmacy which is not near my house and how did this start!
Upon asking the pharmacy to stop this they advised the surgery is required to stop this.
When I asked at the surgery they advised the pharmacy needs to stop the repeats going there.
So at present I managed to get the surgery to change the location of the pharmacy where my prescriptions go.
When I needed a repeat prescription urgently I phoned the surgery and they advised if I need a repeat, to call the pharmacy.
So I called the pharmacy and they said that this is fine however they need to fax the surgery and the surgery will pick this up and let the pharmacy know it’s fine.
2 days later no prescription and after speaking to the surgery they advised it can take up to two days.
I accept that however after speaking to other people regarding this, they advised when they ring their surgery, the repeat is ready to collect the next day in the morning.

I later spoke to the receptionist and advised that waiting 48 hours is a bit long she advised its all Doctors across Stockport.
When I told her about another surgery that my mother in law uses, the fact she phoned for a repeat prescription and it was ready by morning next day, as a reply all I got was how to make a complaint. Appears the receptionist maybe new or lacked any knowledge.
I would like to state the Doctors at the surgery are great however these rules regarding 48 hours notice and being fobbed of with the receptionist stating it is all surgeries across Stockport rubbish is ridiculous.
Other surgeries have just as many other patients however more efficient.
Or perhaps more efficient receptionists!

Julie J.

Brilliant reception staff with lots of empathy helped me get a prescription quickly that I'd forgotten to order.

Rob L.

I've been a patient at Heaton Mersey Medical Practice since birth. My parents came here, my Grandparents came here. In recent years the practice has declined to the extent that I don't bother going. I google ailments, ask at the pharmacy or go to A&E. Its just not worth the hassle of dealing with the rudeness of reception staff and indifference of most of the GPs. All of the reception staff appear to have been replaced and are totally incompetent. The doctors, most of which I've known for 10+ years just don't care and have no empathy or understanding and want to get to the next patient as soon as possible.

isabel B.

I advocate for my sister, I’ve had exceptional help from the reception staff and GP’s by phone when she’s been visiting me.
It’s now my own practice after I moved, I’ve been there for vaccinations - efficient service, nice staff.
And one visit to a GP , which I arranged on the day. No issues, impressive service.