Runcorn Plaza Family Medical Practice

Make us wait for exactly 62 minutes after our appointment time. Left my job, skip my meetings, and waited with my 9 month old just to see a doctor. Pathetic punctuality. Not recommended.

Just called these guys (on a sunday) looking for an appointment. The reception team member I spoke to was kind, understanding and so very easy to talk to. She booked me a Monday morning app and then proceeded to recommend a house call doctor that may help today. If all doctors had reception like this no one would have bad reviews.

I do not know how they manage this place. Appointmnet or not, waiting time is beyond ridiculous. If you go by appointment they say it is first come first service, which means a person who has appointment after you would be seen first if they check in before you, even if you are on time or not running behind. And if you go by walk in they would be like, " pateints with appointments would be seen first" and you do not even get to see your regular practitioner. Either way wait time is 45 min to an hour at minimum and i waited for more than 3 hours to be called for telephonic appointment even after booking my appointment. Not to mention the receptionists are rude as always. This place used to be amazing, but it is getting worse now. I know it is lot busier now as it used to be, but they should look into managing this practice better to accomodate increasing patients.

This review is for the receptionist. I called the practice this morning to book an appointment and the receptionist was so rude. It was the lady receptionispt who answered my call. She literally said to me that I should tell her the time for appointment fast as she has other patients waiting on call in a very rude manner. She could have said this in a polite manner! I know that there are always other patients waiting for you but it is also important for you to understand that it is your job to speak respectfully to the patients. I wanted to ask her if I could book an appointment after 3'o clock in the next week. But, she just didn't wanted to listen to me. I also waited for about 10 minutes before the call connected to book the appointment. I live about 30 minutes away from the practice and I only visit this practice because the doctors are good. But, I think I should change the practice because this receptionist cannot respect patients

Absolutely appalling service by reception and management. The only reason I have not given a one star review is because the doctors themselves are great. It is the service by front staff at the clinic that is sorely lacking. I had called the clinic to have an urgent referral for a specialist emailed to me (following my doctors appointment where I requested the referral and asked that it be emailed to me) as the specialist (who is booked out months in advance with a waitlist) had a last minute cancellation that required me to have the named referral sent through by COB that day to lock in my spot for an urgent issue. When I had explained this to reception and asked that they send through the referral (an hour after my appointment), I was told they would do it shortly. Three phone calls back to the clinic later (over the span of 2 and a half hours), I had still not received my referral and was told ‘We cannot prioritise your paperwork over someone else’s’ as well as ‘We will get to it when we can’ despite me explaining that it was urgent and the only steps of action required were to email it to me as the doctor has already written the referral. After finally receiving my referral hours later, I emailed back asking to have the practice manager call me regarding the incident to which I had no response. I then tried to call the clinic a few days later and was told she was on leave. The specialist clinic also emailed me to say that they had tried to call this practice regarding some results they needed forwarded and said that they were placed on hold for 30 minutes and then were hung up on. Fast forward to a month later, I tried to call again to relay this to the manager and was told to ‘send an email’ and that the practice manager was busy. I asked if she could please call me back that day when she was not busy to which reception staff replied ‘I will tell her but cannot guarantee she will’. Absolutely appalling. They respond to other google reviews with ‘please phone management to discuss this’ and yet when you do, management does not want to speak to you. It’s a shame management did not care to return my call and instead I have to express my issues in the review section on google. This all doesn’t even factor in my previous experiences at the clinic where reception staff were unfriendly, unhelpful and rude on multiple occasions. Particularly Yohan or whatever her name is. If you are looking for a good doctor, they have plenty at this clinic, however beware that it comes at a cost of poor reception and management.