61 King Street, Manchester, M2 4PD
I want to start by saying that my experience may have been an exception from what others have experienced. However I feel it is important to share. I contacted the surgery to arrange a private CT screening for my mother on a Wednesday afternoon. I was informed by the receptionist at the time (who was informative) that my mother would need a phone consultation with the on site doctor who would then generate a referral to their Newton Le Willows practice for the scan. This was great as the doctor contacted my mother within an hour (all very promising) and told her a member of her team would be in touch by the end of the day or at the latest tomorrow to arrange an appointment. At this point we were pleased and thought great. There was no call by the end of the day but we gave the benefit of the doubt as the doctor did advise it could be the following day. By the end of the following day there was still no call. In he Saturday (2 days later) I contacted the practice and explained we were informed we’d gave been contacted, and the gent I spoke to advised me that the doctor shouldn’t have advised me the timescale they had to receive a call as it can take up to 2 days. He apologised and again said somebody would be in touch by the end of the day as the practice was open till 19:30. With his word I trusted it and came off the phone still thinking positive but slightly hesitant. By this point we were on the bank holiday weekend and had reached the end of Saturday with yet again no call to arrange an appointment. The Tuesday after the bank holiday Monday I contacted the clinic again, explaining that I’d been told I’d have had a call by Saturday but to no avail I hadn’t. The lady I spoke to again promised by the end of the day we’d receive a call by the radiographer to arrange an appointment and that the clinic was busy catching up after the bank holiday (I respect that but I shouldn’t have been told I’d get a call before the bank holiday if it wasn’t possible). Fast forward a couple of days to the Thursday and I was leaving the country for work, hoping by this point I’d have had an appointment I the diary for my mother before I departed so she wasn’t worrying and I could arrange my schedule. Whilst I was away my mum had phoned the clinic to chase up an appointment, explaining it had been over a week now since our first intervention with them and what started off promising had turned into something quite poor. Again like myself she was advised she would get a call by the end of the day by certain people and to no avail didn’t. It was as though we were chasing a Golden Fleece which was frustrating when it was my mums health in their hands that we wanted to so desperately pay to get sorted (something you don’t expect to wait for when paying privately). I write this review today 2 weeks on from the first point of contact with the clinic. No appointment arranged, every intervention with the clinic was on my behalf or my mums having to contact them to find out updates when it should’ve been them contacting us, after all we were paying for a service! In the end I cancelled all dealings with them, explained my disappointment of how they handled the situation and have since arranged the scan elsewhere st a clinic which I wish I had gone with initially. She now has an appointment within the next couple of days - the service I expect when paying hundreds of pounds. I hope those going with pall mall medical don’t experience the unprofessional service we did. We were told endlessly we’d recieve phone calls and never did. We were told thatcrsdiographerd were on annual leave and that’s why the appointment hadn’t been arranged - however no communication to explain this. Poor service and respect on their behalf.
Thank you so much for your review. We would love to know what we can do next time to get a 5-star in each category. Please do contact us via firstname.lastname@example.org if you are happy to provide some more detailed feedback
The are very helpful
Thank you so much for your 5 star review - we very much appreciate it!
Short link to review Pall Mall Medical: http://iwgc.net/ela4i