The Hathersage Centre
280 Upper Brook Street, Manchester, Greater Manchester, M13 0FHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great nurses but the booking system is stuck in 2002
Rated 2 stars out of 5
by Anonymous - Posted on 03 February 2023
Lovely helpful nurse, however it’s a nightmare getting your results. I’ve been waiting over 10 days and it’s been a very stressful time waiting for a text. I’ve tried to call numerous times and the phone lines are either closed (how at 3pm?) or lines are too busy. Get more staff.
Visited February 2023
Review titled The Hathersage Centre
Replied on 07 February 2023
Firstly, thank you for your comments which we welcome as an opportunity to learn, reflect and evaluate our services. I am sorry to hear about your negative experience trying to access our service. We are currently looking at the telephone system with the Telecoms provider with the aim of improving the call-waiting experience for people telephoning the Northern and your feedback is helpful in understanding the problems. Moreover, we are in the process of fitting two new patient phone lines, which will also greatly help with accessing the service via the telephone. We know that there is extremely high demand for our services and at peak times the system can be affected/slowed by high usage. If you wish to discuss the specific issues you experienced or still need help to book an appointment, please contact us at thenorthernISH.enquiries@mft.nhs.uk. Should you wish to discuss your experience with us further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/01540029. Kind regards, The Northern.
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2022
The receptionist wasn't helpful or understanding, tried to explain I've been trying to book appointments online but had no success, she was focused at looking at my login history to prove me wrong and still wasn't helpful. Ended up calling another provider who booked me an appointment there and then, was professional and didn't try to embarrass me. I wouldn't recommend to anybody.
Visited December 2022
Review titled The Hathersage Centre
Replied on 20 December 2022
I apologise for the difficulty you have encountered in trying to access our services. Patients have access to booking an appointment online twice daily, Monday to Friday, at 08:30 and 12:00. The service is aware that unfortunately it may take a number of attempts before an appointment is obtained due to very high demand for their services. Alternatively, people who do not have online access can ring for an appointment, I apologise that this was not offered to you when you called.
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Review titled Amazing Experience
Rated 5 stars out of 5
by Anonymous - Posted on 28 November 2022
I found booking an appointment very easy, and I arrived a bit early and so I was seen early, I have been lucky since my appointment was early in the morning. The doctor was amazing and very sympathetic, asking me whether I was comfortable with a medical student being present before hand and making it clear there was no pressure to allow the medical student to be there. I was very nervous but the doctor was very kind and reassured me that if I was too uncomfortable that I could say and she would stop immediately, making it very clear my comfort was the priority. Her kindness made a stressful and frightening experience manageable.
Visited November 2022
Review titled The Hathersage Centre
Replied on 21 December 2022
Thank you for your positive comments posted on the NHS website regarding the care you received at The Hathersage Centre. It was very kind of you to take the time to write and compliment the staff as it is always good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to read that you felt reassured and was made to feel comfortable throughout your appointment. I can assure you that we have passed on your thoughts to the Head of Nursing who will share your comments with the staff involved. The Patient Experience Team
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Review titled Health staff very good terrible admin
Rated 3 stars out of 5
by Anonymous - Posted on 14 November 2022
The booking system and response to home tests is absolutely awful. I sent a sample in that wasn't tested, no reponse as to why this happened. Then comes the difficult task of speaking to someone. They will not answer the phone for ages and when they donthey absolutely unhelpful. They also shut down at lunch and phones stop working even if their working hours on the site say they are open. When you try to explain the difficulties in booking online they tell you to try 7 to 8 times!!! I have been using this service for years and years and this is the absolute worse it got. This is not covid's fault and I am certain the patient numbers haven't increased this much! It's really the complete lack of concern for the patients that is alarming. Very bad indeed.
Visited November 2022
Review titled The Hathersage Centre
Replied on 01 December 2022
Dear patient We apologise for the difficulties you have experienced when trying to use our booking system and home testing kits. We release slots online Monday to Friday at 8:30am and 12:00pm. We do appreciate however that demand for our services is sometimes greater than our capacity and it can more than one attempt to secure an appointment. For patients who have no online access we advise them to contact their local clinic directly to arrange an appointment. With regard to your home testing kit, if you could contact us via thenorthernISH.enquiries@mft.nhs.uk with your personal details (name, DOB and telephone number) we will be able to investigate what has happened. We have had administration staffing issues over the last few months which has impacted on our ability to answer our phones in an acceptable timeframe. These issues are being addressed and we are hopeful there will be a significant improvement very soon. As a service we are always looking to improve and will use your feedback to support this. Kind regards
Information supplied by Manchester University NHS Foundation Trust