The Elms Medical Centre
Green Lane, Whitefield, Manchester, Greater Manchester, M45 7FDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Lack of organisation
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2023
Front desk are rude and have an awful telephone manner, they speak to you like we are children. I will not be spoken to by anyone like that, maybe they need reminding they are there to assist us, and they are only receptionist at the end of the day! They put the phone down before you've even finished talking too. The doctor's rush you, I constantly come home thinking I really wanted to ask about that but I felt rushed. 15-20min sitting on the phone in a que! Not good. Really fed up with this surgery don't feel I'm getting the care I should. Nothing's followed up, referrals seem to disappear!
Visited April 2023
Review titled The Elms Medical Centre
Replied on 16 May 2023
Dear patient, we are sorry that you need to complain regarding the front desk reception staff. Our staff are here to help patients and not put the phone down before the patient has finished talking. As for the GP's rushing you, again they are here to help, care and listen, not rush you. All referrals requested by the GP are sent to the Secretaries to process. We have 3-4 receptionists answering the telephones in the morning, but it is the volume of patients trying to get though that can cause a queue. As this is an anonymous complaint, we cannot look in to it to see who you have spoken to or which GP you have seen. Mrs Carolyn Pimlott Website Complaints Manager
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Review titled Excellent care
Rated 4 stars out of 5
by keith - Posted on 14 April 2023
Recently had what I thought was flu. The doctor recognised pneumonia and acted promptly to get me admitted to hospital same day. Had excellent follow up treatment from the practice after discharge from hospital.
Visited April 2023
Review titled The Elms Medical Centre
Replied on 02 May 2023
Dear Keith Many thanks for your lovely review, we are so pleased that you are now home and feeling well. We will pass your comments on to the GP and staff at our next practice/Clinical meeting. Thank you Mrs. Carolyn Pimlott Acting Complaints Manager
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Review titled Caring Practice
Rated 5 stars out of 5
by Sarah Day - Posted on 09 April 2023
The Practice are running extra appointments over the weekend and was asked if I could attend instead of one I had during the following week. I agreed and it ran smoothly, didn't have to wait . The Doctor took her time and we manged to talk about my retirement too. I would say a very satisfactory visit .
Visited April 2023
Review titled The Elms Medical Centre
Replied on 02 May 2023
Dear Sarah Day Thank you so much for your lovely comment. Extended working hours have appointments at the weekend at other sites, and on this particular weekend we had a surgery at the Elms. We feel that patients like to be seen in an environment they are used to and it was a pleasure for us to host a weekend clinic. Many thanks Mrs. Carolyn Pimlott Assistant Complaints Manager
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Review titled Excellent medical care and good staff
Rated 5 stars out of 5
by Justin G - Posted on 03 May 2023
I have been with the Elms for decades now, and seen it go through many changes. The doctors and nurses I have seen have always been excellent and never once let me down. My current GP even chased me over the phone for a review to see how I was getting on. First class and thorough. Although there have been one or two instances of poor customer care from receptionist staff in the past, currently they appear to be professional and courteous. It may take time to get appointments/prescriptions, but this is the case in most places now and I am just grateful to have a practice I can trust.
Visited March 2023
Review titled The Elms Medical Centre
Replied on 16 May 2023
Dear Justin G, thank you for your feedback. It is lovely to have positivity regarding the surgery instead of negativity. We have an excellent clinical and reception team and our aim is to help our patients. We know it can be frustrating when you cannot get though on the telephone but we aim to answer each call as soon as we can. Once again thank you for your kind comments and they will be passed on to the GP's, Nurses and staff. Carolyn Pimlott Website Complaints Manager
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
Can’t even send an email with information that’s been requested for 3 weeks awful telling me you have sent it when you clearly haven’t another member of staff told me you hadn’t even done it ! You also didn’t have my email address so how could you have sent me anything.
Visited March 2023
Review titled The Elms Medical Centre
Replied on 02 May 2023
Dear patient, thank you for your feedback. we are sorry that you feel the need to complain regarding information you requested. as you have posted this anonymously, we cannot look into what has happened, if you would like to contact the surgery and ask to speak to me we can look into it for you. Mrs Carolyn Pimlott Acting Complaints Manager
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Review titled Getting through on ‘phone not always easy
Rated 2 stars out of 5
by Anonymous - Posted on 30 January 2023
On Monday 30 January 2023 when ‘phoning the surgery at 2 minutes past 4pm, I was sixth in line. It took 56 minutes to get through. However, I must stress that that when I did get through, the receptionist was the model of helpfulness and pleasantness, and I’ve never found anything different. Since covid first appeared, we’ve been encouraged to make, wherever possible, remote contact with GP surgeries. However, in the time it took me to get through, I could have walked to the surgery, which is 10 minutes away, made my enquiry, walked back home, and, in that time, I would have gone from being number 6 inline to number 3 inline. This just encourages me always to go in person to make enquiries and book appointments. In the end, my interest in seeing whether or not my wait would exceed one hour became more important than my query. If there were exceptional reasons for the abnormal delay - eg training, mass illness… - then it would be helpful to have a temporary recorded message explaining the reason for longer-than-normal delays, even giving an approximate wait time. Again, it must be noted that I have no complaints whatsoever at any time with any of the Reception (or medical) staff. I feel confident that if the telephone service were made more efficient, satisfaction with the surgery would jump a notch or 2.
Visited January 2023
Review titled The Elms Medical Centre
Replied on 07 February 2023
Dear patient, thank you for your feedback regarding our phone system. We appreciate that sometimes you are waiting a long time for the phone to be answered as in some circumstances we are short staffed which causes a delay in the phone being answered as each call is different and the receptionist maybe on a call longer than normal. We take on board regarding adding a comment at the beginning of the message if we are training or illness and this is something that we will action. We will pass your feedback to our staff and clinicians. Thank you. Carolyn Pimlott Assistant Complaints Manager
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Review titled Phone put down after waiting for over 40 minutes!
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2023
Told to ring in the morning at 8am for same day appointments, only to wait for over 40minutes in line then when I get to number one they put the phone down, this is unexceptionable very irresponsible surgery. They really need to work on dealing with customer service it’s very basic.
Visited January 2023
Review titled The Elms Medical Centre
Replied on 07 February 2023
Dear patient, thank you for your feedback regarding our phone system. I have been in contact with our phone suppliers, and they inform us that at the beginning of the call it will tell you what queue position you are in and after one hour it will cut off with a message that says "thank you for calling the Elms Medical Centre all our receptionists are busy at the moment" We can assure you that our receptionists do not put the phone down on answering calls, in some circumstances we are short staffed which causes a delay in the phone being answered as each call is different and the receptionist maybe on a call longer than normal. We will pass your feedback to our staff and clinicians. Thank you. Carolyn Pimlott Assistant Complaints Manager
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Review titled Great service
Rated 5 stars out of 5
by Emma-Louise Nikmaneshtehrani - Posted on 03 January 2023
Always get seen to and have a good experience. Staff are friendly and pleasant and always try to accommodate where they can.
Visited December 2022
Review titled The Elms Medical Centre
Replied on 06 February 2023
Thank you Emma-Louise Nikmaneshtehrini for your feedback. It is lovely to get positive comments as our team of receptionists always try to accommodate patients as best they can in the circumstances that face them day by day. We have a strong and friendly team within the surgery and will continue to move forward. I will pass your comments to our staff. Thank you once again, Carolyn Pimlott Assistant Complaints Manager
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Review titled Professional advice
Rated 5 stars out of 5
by Akhtar Bokhari - Posted on 20 December 2022
Make patient very comfortable, sympathetic and humble in their approach. Doctors and staff are very helpful and professional in their dealings
Visited December 2022
Review titled The Elms Medical Centre
Replied on 20 December 2022
Dear Akhtar Bokhari, Thank you for your feedback. It is lovely that you have took the time to post this comment. We are dedicated to looking after our patients with a professional and helpful way. Once again thank you. Carolyn Pimlott Assistant Practice Manager
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Review titled Wonderful service and caring staff
Rated 5 stars out of 5
by Anonymous - Posted on 18 December 2022
Cannot fault this surgery, 5*. I can always get an appointment on the same day, doctors are so professional and caring. Reception staff are brilliant. Would recommend this GP practice to family and friends. Thanks so much for all your hard work!
Visited December 2022
Review titled The Elms Medical Centre
Replied on 20 December 2022
Dear patient. Thank you for your feedback. We appreciate your lovely comments and will pass this on to our doctors and staff. once again thank you. Carolyn Pimlott Assistant Practice Manager