Hulme Hall Medical Group
Smithy Green, Hulme Hall Road, Cheadle Hulme, Cheadle Wood, Cheadle, Cheshire, SK8 6LUContact details and opening times
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Reviews
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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.
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Review titled Poor Out of Hours repeat prescription service
Rated 4 stars out of 5
by John Sutcliffe - Posted on 15 February 2023
I wanted to request a repeat prescription at 6.35 but could not do so as it is turned off. As it is an online electronic service, why can it not be available all the time to suit the patient. One item, Brinzolamide eye drops was said by the Pharmacist to be unavailable and would I ask my GP for an alternative.
Visited February 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Mr Sutcliffe, Thank you for taking the time to share your experience with us. I’m sorry that we haven't met your expectation in this instance. Although I do appreciate your feedback, its important to recognise 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. Unfortunately, we do not have the staffing capacity to keep either of our buildings open 24 hours a day. Like we do with the phone lines, we also temporarily pause access to online enquiries when we are closed so we can manage patient demand safely. 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. You can find out more via the NHS website: https://www.nhs.uk/nhs-services/prescriptions-and-pharmacies/pharmacies/out-of-hours-medicines/ If you would like to discuss your concerns further, please contact Hulme Hall Medical Group and ask for the Operations Manager Tracy Platt. We welcome all patient feedback, especially where patients have suggestions or ideas for improvements.
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Review titled Excellent prompt service
Rated 5 stars out of 5
by Dr Rajani Nalluri - Posted on 06 January 2023
Moved into the area 2 years ago and registered with this surgery. I have always had excellent experience throughout both for myself and my family. The online service is quick and easy, response from GPs, nurses, pharmacists have been very prompt and helpful. Today I requested a sick note on a Friday evening after 5pm expecting it to come in a week's time at best but was surprised and impressed it arrived within a couple of hours with an empathetic message included as well!!
Visited January 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Dr Nalluri, 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 Great GP
Rated 5 stars out of 5
by Kelly Hill - Posted on 05 February 2023
Dr Yarnell was fantastic with my son as he doesn’t like the Dr visits usually. On the last two visits he as seen Dr Yarnell. She listened to him and my concerns, this meant I didn’t have to repeat info previously discussed which saved time. Encouraged my son to speak up and be involved in the consultation making him feel at ease. I know if I have further concerns I will be requesting Dr Yarnell as she is thorougher, listens to the answer and is approachable, you don’t feel rushed in and out.
Visited January 2023
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Kelly, 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. I will be sure to pass your feedback to Dr Yarnell Kind Regards, Tracy Platt
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Review titled Shocking advice
Rated 2 stars out of 5
by Anonymous - Posted on 29 December 2022
My 76 year old mum who currently has covid contacted the surgery today as she was having a severe nose bleed that would not stop! She is on blood thinners and despite using ice etc the bleeding wouldn’t stop. She had a injury a couple of weeks ago that resulted in a bad bruise across her nose and was scared the two may be connected. She contacted the surgery for advice on what to do as she was distressed and was told this was not a matter for the doctor and to phone 111 or 999!! As we are constantly being told 999 is only for life threatening cases I think this advice was nothing short of appalling. She is an old lady who just needed reassuring and some sensible advice which I’m sure the receptionist could have given if she didn’t think it warranted bothering a dr with!! A little compassion and empathy for patients in distress wouldn’t go amiss.
Visited December 2022
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Anonymous Thank you for taking the time to share your with us you mums experience in contacting her GP surgery and I'm sorry to learn how upset you mum was with the advice given by the call handler. It is worth noting 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 needs to investigate any poor patient service thoroughly. In response to your comments, realizing you need medical treatment can be stressful. In the panic of the moment, it’s not always clear where to go for assistance and I can imagine at the time your mums first thought was to contact her GP. However distressing it may have been at the time, unfortunately General Practices are not urgent care providers. Our administration team are trained to ask red flag questions and severe bleeding that will not stop is a medical emergency. The Administrator was correct in advising your mum she was in need of more urgent care and to call 999. Urgent care centres treat a wide variety of injuries and illnesses that are more time-sensitive , which in this instance it appears was the case, than a visit to her primary care physician. I would like to re- assure you our team are dedicated to providing excellent customer service, and we do strive for 100% satisfaction with every encounter. I am saddened you feel in this instance the call handler lacked compassion and empathy. If you would like to discuss this matter further, please contact us at Hulme Hall Medical Group and ask for the Operations Manager Tracy Platt.
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Review titled Long telephone wait
Rated 3 stars out of 5
by Anonymous - Posted on 18 November 2022
After failure of the NHS repeat prescription service for my wife (mine went through) yesterday again today it failed to work. Went on line to find the practice service closed down. The telephone call was hard to understand, from an initial 7th in the queue after 17 minutes I was 1st but it took 52 minutes to answer. The repeat prescription request took just 2 minutes. Early in the call I was offered a call back which I should have taken. It would have been useful if this had been repeated regularly. Perhaps a suggestion for improvement.
Visited November 2022
Review titled Hulme Hall Medical Group
Replied on 26 April 2023
Dear Anonymous, Thank you for taking the time to share your experience in contacting your GP practice. We are sorry to hear that you have had 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. Hulme Hall Medical Group welcome all patient feedback, especially where patients have suggestions or ideas for improvements. We are a GP practice, and unable to safely provide a 24 hour service. We open at 7.30am and close at 6.30pm Monday to Friday. Although our patients have options to use the NHS App to order repeat medication, we do not have the staffing capacity to operate 24 hours a day. Like we do with the phone lines, we also temporarily pause access to online enquiries on our website when we are closed. 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. You can find out more via the NHS website: It is concerning to learn of your lengthy wait before your call was answered. This is not the service we would prefer for our patients. To investigate this further, please contact Tracy Platt, our Operations Manager at Hulme Hall Medical Group to audit the call pattern and eliminate any faults and failures within the network structures.